Dude Solutions
Dude Solutions, Inc.
1100 Regency Parkway #400
Cary, NC 27518
Response to Request for Proposal
City of La Quinta
Permit Tracking and Licensing Software Services
December 11, 2020
Delivered by: Daniel McCauley
Strategic Account Executive
(919) 674-8752
daniel.mccauley@dudesolutions.com
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Table of Contents
1. Cover Letter ..................................................................................................................................................................... 3
1.1 Firms Background, Qualifications, and Experience ............................................................................................... 6
1.2 Statement of Qualifications ........................................................................................................................................ 8
1.3 Scope of Services ........................................................................................................................................................ 33
2. References ...................................................................................................................................................................... 74
3. Complete Pricing List .................................................................................................................................................. 77
4. List of Complimentary Services ................................................................................................................................. 78
5. Staffing and Project Organization .............................................................................................................................. 80
6. Subcontracting Services ............................................................................................................................................... 83
7. Disclosures ..................................................................................................................................................................... 84
8. Acknowledgement of Insurance Requirements (Attachment 2) ........................................................................... 85
9. Non-Collusion Affidavit (Attachment 3) .................................................................................................................. 86
10. Acknowledgement of Addenda (Attachment 4) .................................................................................................... 87
11. Conflict of Interest Statement .................................................................................................................................. 88
Additional Attachments ................................................................................................................................................... 89
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1. Cover Letter
Signed by an official authorized to bind the firm with name, address, phone
number, and email address of firm’s contract person, location of firm’s main office,
location of the office that would service this project, a validity statement that all
information and pricing provided in the proposal is valid for at least ninety (90)
days, and a statement that any individual who will perform work for the City is free
of any conflict of interest.
City of La Quinta Attn: Tommi Sanchez, Hub Manager
78495 Calle Tampico
La Quinta, California 92253
Tel: (760) 777–7077
Email: tsanchez@laquintaca.gov
RE: RFP Permit Tracking and Licensing Software Services
The Smartest Operations System
To satisfy the City of La Quinta's business and technical requirements to provide a fully integrated permitting
and business licensing software services for the City, Dude Solutions is proposing our SmartGov
solution. SmartGov is a browser-based software-as-a-service (SaaS) solution that securely manages and
streamlines processes at every stage of engagement. Dude Solutions provides the benefits of Amazon Web
Services (AWS) as the backbone of the SmartGov technology and data storage in the Cloud. With automated,
mobile-enabled technology, SmartGov simplifies access for citizens and commerce surrounding new business
start-ups, buildings and construction, community expansion, property information, and more.
Key benefits include:
• Reduced manual data entry. City of La Quinta can avoid the burden of manual data entry through
our reliable data conversion, transformation and import processes. Dude Solutions offers streamlined
processes to reliably transfer your existing data into our new system.
• Increased community engagement and satisfaction. Increase transparency, engagement and
satisfaction within your community, while gaining efficiencies and saving money by allowing citizens
to complete processes and check statuses online 24/7, instead of standing in line or waiting on hold.
• Maximized efficiencies. Dramatically reduce time, costs and errors associated with permit
processing, business licensing, code enforcement and inspections by tracking and managing all
workflows and tasks in a unified, web-based and mobile-enabled system. Backend process
automation combined with an intuitive citizen portal provides an end-to-end solution that eliminates
guesswork and dependence on paper while enabling faster revenue generation for your jurisdiction.
• Effective development, growth and revenue. With optimized processes for functions like
permitting, planning, and licensing, you’ll capitalize on development opportunities faster, ensure
revenue is collected quicker and provide an optimized experience for the business and development
community. You and your department will maintain a positive reputation and continue to attract new
development.
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• Improved decision making. Maximize visibility and transparency with a full suite of reports and
charts. Provide analytics to elected officials to enable data-driven decisions to improve efficiencies
and deliver meaningful outcomes.
• Valuable, critical portability. Conduct on-site inspections and increase portability with a system
that can be used on virtually any mobile device.
Through years of experience, exceptional past performance, and a well-hardened platform, our best value
approach for City of La Quinta can be summarized as:
• Expertise – Extensive experience in implementing community development solutions where
customers realize immediate productivity gains and return-on-investment, as well as a proven track
record of project management of delivering on-time and on-budget
• Customer Focus – Dude Solutions’ customer retention rate is over 94%, a testament to our
commitment to serving our customers’ needs, providing exceptional support, and developing
leading-edge technical solutions
• Configurable Out-of-the-Box (OOTB) – SmartGov delivers immediate value through simple
configuration and does not require expensive, resource-consuming development
• Configurable Connections – SmartGov has various configurable connections like Bluebeam and
the Arizona Contractor Connector which allows for seamless data integration with SmartGov
• Backed by Amazon – SmartGov’s 100% cloud implementation leverages Amazon Web Services
(AWS) to securely scale to any size without significant cost or IT burden
• One Solution – With easily configurable modules, integrated connectors for third-party transactions,
mobile capabilities, citizen portal, and secure cloud hosting, SmartGov provides flexibility and
scalability with confidence – all in one solution
• One Simple Agreement – SmartGov’s Software-as-a-Service (SaaS) agreement eliminates the need
to manage multiple licensing, maintenance and support agreements
Accessibility in Uncertain Conditions
SmartGov's Citizen Portal offers direct access to your municipal staff without the hassle of in-person
interaction. Municipalities have faced recent restrictions that have prevented customers from seeking services
in permitting offices.
Protect your revenue stream and keep your employees and citizens safe with our online request portal, which
is designed to optimize workflows and improve communication between City of La Quinta and your
customers. Having a web-based self-service portal will protect you now while allowing you to build a more
sustainable process for the future. Dude Solutions prioritizes ease of use; your Citizen Portal is intuitive and
responsive for even the most novice computer user.
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Dude Solutions' Point of Contact Information:
Name: Daniel McCauley, Senior Account Representative
Address: 11000 Regency Pkwy #400, Cary, NC 27518
Phone Number: (919) 674-8752
Email: daniel.mccauley@dudesolutions.com
Company Location Information:
This project will be serviced from Dude Solutions' headquarters located in Cary, North Carolina.
Dude Solutions' other locations include:
• 4 U.S. locations (Cary, North Carolina, Poulsbo, Washington, Grand Junction, Colorado and
Olympia, Washington)
• 1 Canadian location (Toronto, Ontario, Canada)
• 2 Global locations (Melbourne, VIC, Australia and Chatham, Kent, United Kingdom)
Dude Solutions' implementation process is completely virtual as such, our cloud-based solution does not
mandate on-premises installation or updates.
Validity Statement
Dude Solutions confirms that all information and pricing provided in this proposal are valid for at least ninety
(90) days.
Conflict of Interest Statement
Dude Solutions confirms that all individuals who will perform work for the City of La Quinta are free of any
conflicts of interest.
As you review our proposal, please do not hesitate to contact us with any questions.
Warm Regards,
Brian Benfer, Senior VP, Sales
brian.benfer@dudesolutions.com
DocuSign Envelope ID: 3B84C689-DDB3-4A64-B712-14F5B380C633
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1.1 Firms Background, Qualifications, and Experience
(a) Number of years in business
Dude Solutions was founded in 1999 and has been offering asset management software solutions for 20+
years.
(b) Taxpayer identification number
Dude Solutions' Federal Tax Identification Number is: 56-2174429
(c) Number of years permitting platform has been deployed to various government
entities
SmartGov has 180 clients deployed over the past 10 years and 100 over the past two years.
(d) Resumes of the Project Manager and key personnel who will be responsible for
performance if any agreement results from this RFP
Lauren Lomax, Project Manager
Bachelor of Arts
17+ years in client services / 5+ years with Dude Solutions or affiliate
As a Project Manager, Ms. Lomax is responsible for the success of professional services engagements with
clients. She is actively involved in managing scope and risk, maintaining the project plan, completing project
accounting, and ensuring the success of the implementation process. Lauren ensures that project information
is clearly communicated to the client, conducts periodic status meetings, and collaborates with both the client
and internal stakeholders. She has delivered superb client experiences for Dude Solutions clients for more
than five years. Lauren has managed 20+ client implementations.
M. David Briggs, Associate Consultant
Bachelor of Science
8+ years in client services / 3+ years with Dude Solutions or affiliate
Mr. Briggs may be the implementation point of contact for this RFP response. He will assist with
implementation tasks, developing a project plan and ensuring a timely product launch. He has served as a
customer advocate for the SmartGov product since June 2017. David has significant experience in curriculum
development and creating client training tools. His knowledge about full-stack web development and other
technical topics increase his capabilities as an implementation specialist, as he is better able to understand the
development and information management needs of his clients. David has completed or is in the process of
completing 10+ implementations for SmartGov.
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Stephen Boldman, Sr. Data Services Specialist
Bachelor of Science
22+ years in data management / 19+ years with Dude Solutions or affiliate
Mr. Boldman may provide data migration services for this RFP response. Stephen possesses deep expertise in
SQL database management and the SmartGov product. He has been supporting the SmartGov product since
2000, transitioning to Dude Solutions with the product acquisition in 2018. Stephen understands the specific
requirements of data migration from a wide variety of legacy systems. He has served as a project manager
and configuration specialist. Stephen currently specializes in data migration and has directly impacted 70+
client implementations.
Mikaela Basile, Support Manager
Bachelor of Arts
5+ years in client services / 4+ years with Dude Solutions or affiliate
Ms. Basile oversees the team that will address clients’ post-implementation questions and technical support
needs. She has deep knowledge of implementation processes and typical post-launch concerns that arise for
SmartGov clients. Mikaela is responsible for ensuring smooth day-to-day operations for SmartGov clients.
Please note that Dude Solutions assigns team members based on capacity and expertise to best meet
our clients’ needs. These resumes are examples of employees that may be assigned to your project.
Dude Solutions does not guarantee that your project will be staffed by these specific contributors.
(e) Firm ownership and if incorporated, list the state in which the firm is
incorporated and the date of incorporation
Dude Solutions, Inc. is a Private Corporation, incorporated in Delaware. The incorporation date on the
original articles of incorporation is January 6, 2000.
Unfortunately, we are not in a position to give details regarding the ownership of Dude Solutions, Inc. as this
is a privately held company and would be out of step with what we give to other contractual counterparties
and may constitute a breach of our confidentiality obligations with other parties. We can confirm that Dude
Solutions, Inc. is wholly owned by Dude Solutions Intermediate Holdings, Inc. and the ultimate owners
are private equity investment funds.
(f) If the firm is a subsidiary of a parent company, identify the parent company
The Firm is a wholly-owned subsidiary of Dude Solutions Intermediate Holdings, Inc. and the ultimate
owners are private equity investment funds. The Firm can also confirm that no foreign government or any
party subject to sanctions has any direct or indirect interest in the Firm.
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1.2 Statement of Qualifications
(a) Product Description a. The proposal should describe clearly and fully the
proposed product and its features and components, as well as the proposed
approach to project execution and management. The use of standard
product documentation, including user manuals and technical maintenance
manuals, is encouraged. Demonstration software and sample help files may
be included. System capabilities should be described with specificity and
illustrated with examples and/or cross-referenced to user and technical
manuals where appropriate. However, reliance on generic or superficial
brochures is not encouraged. The vendor shall describe in detail the
hardware and operating system software configuration requirements for
successful operation of the proposed software product at the. The City
intends to provide all required hardware and operating system software
Implementation Process Overview
In order to successfully implement the SmartGov application, DSI will work with City of La Quinta to
understand requirements necessary to configure and set up the SmartGov application to streamline processes
related to permitting, planning/zoning, inspections, code enforcement and business licensing for your
jurisdiction and citizens. Once the Client has reviewed, and approved these requirements and processes, DSI
will configure and setup the application to support the City of La Quinta's unique business rules.
Following the configuration and modeling work, DSI will train the City of La Quinta's team using its
jurisdiction- specific configuration. After training, DSI will work with City of La Quinta to test the work
performed and provide the necessary updates to successfully implement the solution. The system will then be
ready to go live in production. If City of La Quinta purchases "Go-Live Support" packages, DSI will provide
support for the period of time defined in the statement of work.
Customer Implementation Engagement Sessions ("CIES")
City of La Quinta project team representatives and DSI project team representatives will dedicate time to
meet in person or via teleconference to maintain communication and conduct coordination of project
activities and tasks.
Deliverables
Dude Solutions will provide the following task deliverables:
• Project Management Meeting Schedule
• Data Migration and Technical Design Meeting Schedule
• Configuration Meeting Schedule
• Meeting notes or recordings for all scheduled meetings
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City of La Quinta will provide the following resources or task deliverables:
• A complete project team roster, including email addresses, phone numbers, and roles / titles
• Necessary communication / information to allow all project schedules to be finalized
• Timely response to task-related emails or phone calls to enable on-time completion of all
assignments
• A minimum of 24-hour notice if all minimum required members for any scheduled meeting cannot
attend the meeting. This will allow the meeting coordinator sufficient time to cancel or re-schedule
the meeting as necessary
Assumptions and Constraints
• Initial proposed meeting plans from DSI will reflect the minimum recommended frequency,
duration, participants (by job title or role), topics, and action items to address the full SOW
• Final meeting plan will be approved by the City of La Quinta key sponsor(s)
• Coordination and integration of the PM meeting, data migration, technical design meeting, and
configuration meeting will align with the scope of the project, City of La Quinta organizational
structure, and assigned resources
• The City of La Quinta will provide dedicated knowledgeable technical resource available for
questions
• The City of La Quinta will provide a dedicated knowledgeable resource for mapping analysis
• The City of La Quinta will provide read only access and screen shots for various permits/case types
to provide context to DSI data migration specialists
• The City of La Quinta will provide resources for validation throughout the process
• City of La Quinta will provide side-by-side data entry for 2 weeks prior to go-live
• Response time for questions is one business day
• DSI requires up to 3 backups of data for each database throughout the process
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Planning, Initial Set Up & System Level Configuration
Configuration begins with planning and analysis necessary to establish the overall configuration approach.
After planning, and once the approach is documented and agreed to, DSI will set up the SmartGov
environments to support implementation. DSI implementation specialists begin configuration with system
level items or items that apply generally across all departments and types of configuration items.
Setup of environments to support SmartGov implementation and configuration of core items in each
SmartGov module that are specific to City of La Quinta's requirements. These core items are
defined/configured at the client level [i.e. these are configurable items that will be standard or shared across
all departments and configuration types].
Deliverables
Dude Solutions will provide the following task deliverables:
• A Configuration Plan document that includes:
o Identified current and future state business processes to be supported by the final product
via the configuration work effort
o Recommended approach to configuration that supports the identified business processes
and activities
o Configuration details for all permit, inspection, license, and code enforcement types to be
configured in SmartGov. All templates required for creating the configuration types will be
created in SmartGov based on requirements gathered in meetings with City of La Quinta
• SmartGov Environments to support the implementation process including:
o Configuration (Dude Solution access only for configuration)
o Validation (City of La Quinta has access for testing, can be refreshed with configuration
copy upon request)
o Training
• Weekly configuration status reports (in PDF format) generated from the City of La Quinta specific
configuration instance of SmartGov. These reports serve as the primary source to demonstrate core
configuration elements, status, and needs
• Jurisdiction configuration, per Configuration Plan, to include as needed:
o Parcel and/or address information management
o Contact information management
o Contractor license information management
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o Receipt/transaction information management
o Inspection scheduling information management
o Configurable screen display settings
• User configuration per Configuration Plan, to include as needed:
o Individual User Rights
o Available Departments
o Available Distribution Groups
o Available Inspection Qualifications
o Available Security Groups
• Job configuration per Configuration Plan, to include as needed:
o Default list of available queued jobs
o Queued job parameters
• Administrative & shared configuration rules per Configuration Plan, to include as needed:
o Administrative processing rules where available in the configurable Jurisdiction Values list
o Standard status options for cases, submittal items, workflow steps, step actions, inspection
types, inspection actions, accounts, and intervals
o Standard expiration rules
o Standard online processing rules [for the portal]
o Standard reports available across all case types
Assumptions and Constraints
• The Configuration Plan will be based on information delivered to, or collected by, the DSI
Implementation Specialist within a specified time frame established at the project kick-off
o During the development of the Configuration Plan, the City of La Quinta provides
representatives for all work units with work activity to be supported by the final delivered
product
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• City of La Quinta will provide access to the appropriate leaders and/or subject matter experts to
ensure meaningful engagement at all required meetings and to ensure on-time completion of assigned
action items
• City of La Quinta will provide access/links to any public, or private, web sites or operating systems,
if needed, to gather complete business requirements
• The Configuration Plan can meet City of La Quinta requirements and can be fully executed within
existing product design in all modules
• The Configuration instance will be solely owned by the DSI Implementation team and serves as the
primary source for the final delivered product design
• The Validation instance will be sole source used by the City of La Quinta to complete all assigned
configuration UAT tasks
• The Training instance will be used solely by members of the City of La Quinta project team to assist
in understanding SmartGov functionality. It will contain default data sets and serves as a temporary
"sand box" for assigned users.
• The City of La Quinta will designate one person on their project team to serve as the final decision-
maker for all system level configuration elements. These are configured settings that are shared
across SmartGov modules, and/or are settings common to all departments / divisions / users
• When configuration tasks, or related work effort, requires information to be submitted to the DSI
Implementation team in a specific file format or within specified parameters, the City of La Quinta is
able to comply with these stated requirements
o Note: If the City of La Quinta cannot provide information in the DSI standard format, the
assigned Project Manager will determine if a formal Change Request or additional contracted
SOW is needed to provide assistance in developing or converting the information into the
desired format
Module Case/Department Types
SmartGov implementation activities include the setup of case templates in one or more of these modules:
Permitting, Licensing, Code Enforcement and Recurring Inspections. These case templates must be used to
create records in SmartGov in each module. Your DSI Implementation Specialist will provide specific
information about the minimum required elements to be configured for the case templates in each module;
these required case template elements do vary by module.
Deliverables
Dude Solutions will provide the following task deliverables:
• Case template baseline elements, per the Configuration Plan, to include as needed:
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o Case record reference information
o Template specific expiration, renewal or interval rules
o Template specific default submittal list
o Template specific details (custom attributes) that are required for any of the following:
application intake, workflow step completion, inspection completion, fee calculation, or
mandatory regulatory reporting
o Template specific default workflow steps for Admin, Review, and Final work lists
o Template specific default inspection list
o Template specific list screens such as Bonds, Fixtures, Valuations, Violations, Citations,
Lien, or Items
• Once baseline case template configuration is completed, any expanded configuration beyond baseline
must be discussed during Configuration Meetings with the Implementation Specialist and approved
by the assigned PM. Expanded configuration elements, if approved, may include
o Non-essential custom attributes
o Work step dependencies and due dates
o Step actions and Inspection actions
o Default Parent-Child case linkages
o Workflow cycling feature
o Template specific tab appearance
o Standard note types and note codes
o Standard condition types and conditions
o Standard code references
o Template specific report links
The City of La Quinta will provide the following resources or task deliverables:
• Specific lists of all types of applications, forms, or other documents that describe all services to be
supported by SmartGov at the time of project "Go Live"
• This list should be inclusive of all in-scope departments
• This list should conform to requested formatting and scope instructions, as communicated by DSI
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• A PDF or Word version of all customer-facing documents (forms, letters, cards, etc.) expected to be
generated by SmartGov
• A publicly accessible URL, or electronic copies of reference information, that provide all pertinent
state, county or local regulatory information that are known to impact business operations to be
supported by SmartGov
• A fully approved version of the template validation workbook
• Approval via email or other written correspondence of any other identified forms, as requested by
the Implementation Specialist
Assumptions and Constraints
• Case template configuration will be completed within existing product design in each module.
• DSI will configure each application or request type in the SmartGov module that best supports the
associated workflow. The primary goal of configuration of case templates is to optimize SmartGov
capability
o Note: This assumption means that recommended case template configuration may or may
not align with current internal customer naming convention or legacy system design
• The total number of case templates to be configured across all modules will be stated in the
Configuration Plan. This total may vary from the initial sales order, where applicable, if approved by
the DSI Project Manager
• A complete list of case templates to be configured across all modules will be approved by the City of
La Quinta key sponsor, or their delegate, no later than the third Configuration Meeting
• Baseline configuration for case templates identified in the Configuration Plan will be completed
before any expanded template configuration work will be done
• Baseline configuration for case templates listed in the Configuration Plan will support the end-to-end
work steps that correspond to each default SmartGov Process State in the applicable module.
• Configuration work effort on any case templates not identified in the original Configuration Plan
must be approved by the assigned DSI Project Manager. In addition, additional templates may not
have the same level of features or functionality as templates identified in the Configuration Plan
• Super Admin training will include how to maintain or update case templates
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Financial Setup and Fees Pages
Configuration of GL Accounts and Fee Codes as needed to support financial transactions for any business
activity to be supported by SmartGov.
Deliverables
Dude Solutions will provide the following task deliverables:
• A weekly Fee List Report that reflects all configured active fees and their associated GL Accounts
• Configuration of permitting module fee codes necessary to support all configured case templates
• Configuration of Licensing module fee codes necessary to support all configured case templates
• Configuration of Code Enforcement module fee codes necessary to support all configured case
templates
• Configuration of Recurring Inspection module fee codes necessary to support all configured case
templates
• Configuration of other fee codes required to support routine transaction activity including NSF
("Non- Sufficient Funds") fees, administrative fees, fines, regulated surcharges, convenience fees, and
the like
• Configuration of fast track fees, deferred fees, and tax-exempt fees within current product design.
• Configuration of the timing during the workflow process that each fee will be assessed and may have
payment applied against the fee within current product design
• Configuration elements as needed to support online [ SmartGov portal] payments
• Setup and definition of Fees Pages
The City of La Quinta will provide the following resources or task deliverables:
• A copy of all current fee schedules for all in-scope departments and business functions
• A current list of GL Accounts
• The last two monthly or quarterly relative financial reports
• A copy of any other operating document that contains pertinent information regarding any assessed
charges, surcharges, potential fines, etc.
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• Contact information for one or more subject matter experts in the appropriate finance departments.
This is to facilitate efficient information gathering from both operating and finance departments /
divisions
Assumptions and Constraints
• All fee codes will be configured within existing product design
• A GL Account list approved / authorized by the City of La Quinta's finance department is provided
to the DSI Implementation Specialist. This GL Account list will be limited to accounts associated to
fee codes to be configured in SmartGov
• GL Accounts and Fee Codes will be configured with product design parameters
• All configured fee codes will be derived from documented fee schedules or comparable City of La
Quinta documentation provided to the DSI Implementation Specialist. Updated fee schedules or
related documents that are provided after the initial versions may be incorporated into the final
configuration if there is no adverse impact on the project schedule
• Fee codes will be configured to optimize SmartGov capability, and therefore may not be identical to
legacy system fees
• Determination of the specific fee codes to be defaulted within each module case template will be
determined by the designated City of La Quinta project team member
• Validation of case templates will include validation of fee code functionality
• User security rights will address fee code management within current product capability
• Super Admin training will include instructions for maintenance of GL Accounts and configured fee
codes
Portal Configuration Setup
Configuration of required elements to enable in-scope functionality associated with the SmartGov online
portal, as stated in the Configuration Plan.
Deliverables
Dude Solutions will provide the following task deliverables:
• A Portal Validation site to demonstrate and test Portal configuration
• Information regarding Portal set up options
• A Portal set up workbook template
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The City of La Quinta will provide the following resources or task deliverables:
• A fully completed and approved Portal Setup workbook
• Any written content to be visible in portal that is not configurable
• Resources to test Portal configuration
Assumptions and Constraints
• The City of La Quinta will be responsible for taking steps to integrate the SmartGov portal into
existing online sites
• Online payments will not be enabled without also purchasing the Merchant Services connector
• The City of La Quinta will be able to determine the level of online integration with their business
processes, within existing product design
• Portal configuration will occur along with configuration of module case templates.
• Validation tasks will include distinct tasks to approve Portal set up
• Portal user security will be defined using existing product functionality
• Super Admin training will include information about options for the City of La Quinta to maintain /
update portal configuration
Parcel Connector Setup
The parcel connector is an optional feature that is used to keep the parcel repository in SmartGov up to date.
Parcel data that is typically maintained in a county assessor's system is used as the primary reference for
modules in the SmartGov application. Parcel profile information, such as Parcel Number, Site Addresses,
Current Owner, Legal Description, Section, Township, Range, Quarter, Subdivision, Block, Lot, and
Neighborhood, is accommodated in standard data fields. Additional attribute data may also be stored in our
custom detail area. Additionally, if the associated latitude and longitude data is available, those coordinates
can be added to the parcel record to allow users to geographically locate information on the map.
Deliverables
Dude Solutions will provide the following task deliverables:
• A tested, working parcel connector along with a list of unresolvable errors to be addressed
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Assumptions and Constraints
• Parcel Connector required fields supplied (see appendix A)
Map (GIS) Connector Setup
The Map (GIS) connector allows for the display and viewing of a geographical map based on parcel data
provided in SmartGov. The Map (GIS) connector will display layers on the SmartGov map based on the City
of La Quinta's current Geo-database.
Deliverables
• Map layers configured and available for display on the SmartGov map
• Parcel layer registered in SmartGov for use with SmartGov popup
• Ability to turn layers on and off
• Training to configure layers going forward
Assumptions and Constraints
• City of La Quinta will provide GIS Layer information and provide shape files or services to setup
and consume GIS layers
• Layers are required to be hosted on an ESRI server
• Layers must be available via HTTPS
• Server must have valid security certificate
• Layer formats supported:
o Map Services
o Feature Services
o Tiled Services
o Web Map Service (WMS)
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Financial Connector Setup
The receipt extract for the Financial Connector is a job process that allows SmartGov to export data in
electronic file format that can then be imported into an external financial management system ("FMS"). The
purpose of receipt extract is to automate the export process and allows users to update their preferred FMS
with the selected receipt data generated in SmartGov. The extract is provided in a comma delimited file
format that is run as an on-demand job within the SmartGov application. The file format and export settings
are fully customizable depending on the needs of the City of La Quinta FMS. These export setting will be
defined early on during the planning phase, so all stakeholders have a clear understanding on the type of data
that needs to be included in the extract file.
Deliverables
• Financial Reports with summary and detail information processed in the system:
• Receipt detail
• Reconciliation Reports
• Financial reports for daily extract validation
Assumptions and Constraints
• City of La Quinta will provide Financial Management System ("FMS") data access for extracts
• City of La Quinta to provide list of data elements for the connector integration
• FMS data will be extracted into a .txt file for SmartGov consumption
• Extract jobs can be scheduled or run manually
Merchant Service Connector Setup
SmartGov's public portal can be configured to interface with 3rd party payment gateways to accept credit
card transactions. SmartGov does not store any credit card information or other sensitive information
relating to credit card transactions processed via the portal. Most payment gateway providers will transition
the user from the SmartGov site to their own secure site in order to complete the transaction before
redirecting the user back to SmartGov. This allows the payment gateway provider to maintain the secure
information and pass only necessary information, such as a confirmation or transaction reports, to SmartGov.
The first step to implement the connector is for DSI to build the interface between SmartGov and the
selected payment provider. If the provider is new, DSI will first need to build the technical backend process
to enable electronic transactions to/from SmartGov. Once the initial backend setup is complete, SmartGov
can be configured to process payments.
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Each payment gateway provider has different sets of specifications that they require to be sent to their system
to authenticate payment information. When DSI builds a connector to a payment gateway provider, a new
option will become available in the Payment Vendor drop down menu on the Administration Portal Payment
Configuration page. If a payment gateway provider does not have a connector to SmartGov, no option will
be available in the drop-down menu. The payment gateway provider should provide the necessary
information to the Jurisdiction in order to complete the setup process. Administrators may be asked to
provide additional URLs to SmartGov pages for navigation purposes.
Deliverables
• Configure the Merchant Service connector to process payments for City of La Quinta services and
transactions processed in SmartGov
• Configure the 3rd party payment gateway to accept credit card transactions
Assumptions and Constraints
• SmartGov does not store any credit card information or other sensitive information relating to credit
card transactions processed via the portal
• Merchant Services Gateway Payment Provider Partners include:
o ACI Universal (Official Payments) – Integrated Level 1 Payment Process - Postback v2.4
o Authorize.NET Service Integration method (SIM)
o BridgePay
o ETS Corporation – Hosted E-Com Payment Page Service v1.50<
o First Data Global Gateway Connect v1.3
o First Data Global Gateway E4
o FISGlobal – PayDirect Web
o GovPay
o PACE Technology Engine
o PayPal – Pay Flow Pro
o Point & Pay – Parameter Passing v3.0
o PayGov
o Paymentus
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o Reliant Pay
o TransFirst
o US Bank – E-Payment Service v12.1 (Elavon)
o Wells Fargo
o XpressBillPay
Contractor Connector
The Contractor Connector automatically updates the SmartGov contractor repository with the contractor
information including license expiration and qualifications.
Deliverables
DSI will provide the following task deliverables:
• Configure the Contractor connector based on the jurisdiction's specifications
• Establish a final approved connector
The City of La Quinta will provide the following resources or task deliverables:
• The jurisdiction must identify the subset of data to be imported and what frequency to execute the
update
• Testing and validating the connector
Assumptions and Constraints
• It is the responsibility of the jurisdictions to provide access to the necessary source data
• The entity managing the source database must be able to provide the contractor information in a
CSV file format
Custom Connector Definition and Setup
City of La Quinta may request the development of a custom connector to integrate with an external system in
order to add or update information in SmartGov. The SmartGov consulting team will gather requirements
for the requested connector to determine the feasibility for integration between the target system as identified
by City of La Quinta and the ability of SmartGov to integrate and process the relative information. A level of
effort will be determined based on City of La Quinta-provided details and will be used as an initial estimate to
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build and configure the custom connector. However, DSI reserves the right to re-evaluate the level of effort
required to complete the development and configuration of the custom connector upon development,
testing, and City of La Quinta feedback. Any additional level of effort and costs will be managed via the DSI
Change Control Authorization process.
Deliverables
• Documented custom connector requirements
• Functioning custom connector based on accepted and approved requirements
Assumptions and Constraints
• City of La Quinta will review with the consulting team and sign off on the scope of the custom
connector requirements
• City of La Quinta will test and approve the custom connector once completed and installed
Digital Markup Tool Setup
Configuration to support electronic plan review utilizing Bluebeam Prime Studio.
Deliverables
• Enable the Bluebeam connector
• Configure selected permit types to allow electronic plan review
• Configure specified submittal requirements for the electronic plan review process
• Instruction on the configuration and use of the Bluebeam integration
Assumptions and Constraints
• Electronic plan review is only available in the Permitting module
• Only .PDF files are eligible for electronic plan review
• Training in the use of Bluebeam software will not be included
• City of La Quinta is responsible for any 3rd party licenses to be acquired for the connector
Laserfiche Setup
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The Laserfiche connector provide an interface with the jurisdiction's document repository. SmartGov uses
the Laserfiche CMIS compliant APIs to store copies of documents uploaded as attachments to SmartGov
notes. Based on configuration SmartGov can also create notes and added references to documents loaded
into their Laserfiche repository. This connector replaces the use of Amazon S3 as the storage location for
documents.
Deliverables
• Implementation team will activate the external connector to Laserfiche to allow configuration
• Configuration instructions – Implementation engineer can assist
• Scripts to load basic templates into jurisdictions Laserfiche system
• Scripts to load field mappings into SmartGov system for basic templates
Assumptions and Constraints
• At least the Default template must be loaded and configured
• Server must have valid security certificate
• Customer must have subscription with Laserfiche for an in cloud or on-premise installation of
Laserfiche and City of La Quinta responsible for acquiring the subscription
• To configure Laserfiche in SmartGov the City of La Quinta must have:
o CMIS Gateway must be installed and publicly available
o Repository ID
o Folder ID where documents from SmartGov will be stored
o Username and password
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(b) Implementation Approach a. Proposers should describe their
recommended approach to successfully implementing the new permits
system based on their experience with other similar projects and any unique
aspects of the City’s situation. This description should address configuration
management, change orders, software quality assurance, and resources to
respond to unanticipated conditions without delaying implementation beyond
the proposed implementation date (see proposed schedule, below).
Implementation Approach
Dude Solutions tailors its implementation plans for each individual client's needs, and upon award of
contract, we can create a detailed plan of action for the client. Typically, we approach each project in 6
phases. A conservative approach to implementation would be 6-8 months based on products and services
included in the SOW.
(Key milestones and activities are detailed in section 4.2 - Provide an Overall Master Schedule.)
Phase Begin Description
Project
Initiation
Month 1 The DSI Sales Rep will schedule a Sales to Delivery Handoff call to introduce
the Client to the Project Team. The Orientation Call is scheduled by the PM
during the Delivery Handoff Call.
Planning Month(s)
1 & 2
Each Enterprise project begins with an initial planning session, which is
coordinated during the Orientation Call. The number of planning sessions
needed will vary based on the number of products and services included in the
SOW, or how much information was gathered and discussed pre-sale. For
successful Implementations, DSI recommends that the client assign a different
Champion or SuperUser to each solution in addition to the main POC. The
individual planning session(s)
Account
Configuration
Month(s)
3 & 4
The DSI team will continue to use the sandbox (SB) environment to configure
advanced settings, perform remaining imports, and help the client visualize how
their data and workflow will look in the system. Throughout the Account
Configuration phase, additional training for system administrators will
occur. Administrator training focuses on the setup and maintenance of
background information and configurations in the system. Administrator topics
include creating users/roles, determining workflow and how to manage
common settings. Additionally, administrators gain the requisite knowledge to
effect changes as well as addressing simple problems that users may encounter.
User
Acceptance
Testing
Month 5 User Acceptance Testing (UAT) is a key part of validating that DSI has
understood the clients’ requirements and have configured the sandbox
according to the processes and information identified from the Planning and
Account Configuration phases. DSI will work with the client to conduct UAT
upon the completion of configuration to confirm software functionality.
End-User
Training
Month 6 End-User Training focuses on the performance of day-to-day functions
conducted using the application. Training for End Users will be divided into
modules based on department and/or role. While we often recommend a DSI
Consultant to provide end user training, it is not uncommon that clients prefer
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a "Train-the-Trainer" approach which allows us to perform comprehensive
training to a core group of Users/Administrators.
Launch Month 7+ DSI will work with the client to reach Product Enablement within Production,
which means the system has been configured and tested for regular
use. Product Enablement occurs at the conclusion of UAT or at the conclusion
of End User Training based on the training approach (DSI End User Training
or “Train-the-Trainer”). When the product is effectively rolled out, aka
Launched, DSI will provide 30 days of Post Go-Live Support. This includes
configuration support, reporting assistance and related issues or questions.
Issue Management
We strive to keep each project in line with the parameters that you set forth. However, if something occurs
that could impact this, we have processes, techniques and best practices in place to manage these issues. Our
approach to issue resolution relies on transparency and focuses on collectively working with Jurisdictions to
identify the root cause and apply effective solutions as quickly as possible. All of the implementation issues
will be addressed by your PM, who will take appropriate action and work with the Implementation POC to
resolve issues and/or concerns you have.
Configuration Management
We have 20 years' worth of experience in helping jurisdictions like yours implement new technology and
transition to better ways of doing business.
To implement your SmartGov app successfully, we first work to fully understand and vet your
requirements. Our internal Client Success Center (CSC) team leads all SmartGov implementations, and based
on our experience, may suggest updates to your workflows during this discovery
At the beginning of your implementation, you will be assigned a Project Manager. Other roles include:
• Implementation Specialists
• Trainers
• Onsite Consultants (if applicable)
We tailor each individual plan that the client's needs; upon contract award, we start by creating this plan,
including timelines and milestones. High-level milestones include:
• Orientation – This is the first interaction between the client and CSC and is the start of
their implementation. During this call the PM/PC reviews project goals, requirements and evaluate
business processes to create a map for implementation and to uncover project risks.
• Training – We use a Train-the-Trainer approach through Virtual Class Trainings and scheduled one-
on-one consulting sessions to teach clients how to configure and maintain their software. Once
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Administrators or Project Leads are trained on the software, they are responsible for End-
User Training (noted below).
• Configuration – Tasks clients perform to add or configure system settings that are needed to use the
software. Based on the tools available, some settings can be imported while others are manually
configured.
• Data Loading – Once configured, your users will start by importing events using the Event Import
tool or by manual creation of events and schedules.
• Completion Criteria – At the project outset (Orientation), your assigned PM will work with you to
define implementation project goals. Using the project management tool BasecampTM, we can
measure tasks performed against original goals to help both you and the Dude team determine when
milestones have been achieved. Final acceptance of the delivered product and project in this stage
confirms product enablement and concludes the implementation.
• Organizational Change Management – This SmartGov implementation package does not include
specifically managing the Organizational Change Management process for clients; however, we have
several resources our clients have used to facilitate and support this.
o User Training – Our Train-the-Trainer approach allows our clients to deliver training
internally, showing early adoption, use, and expertise within the new product. And, with an
intuitive UI/UX and a familiar web browser interface, users tend to have faster adoption
rates.
o Launch – Launching software is a client task that may come weeks after enablement (e.g.
soft-launch prior to full roll-out). We provide best practices and strategies that can aid this
process for the client.
• Support – Once the client has reached product enablement, this concludes implementation. The
client is provided information on how to contact support via email or Basecamp.
Quality and Resources
The Project Manager's primary goal is to deliver the project within defined constraints through planning,
scheduling, and controlling those activities required to achieve the project's objectives and meet customer
expectations. The Project Manager strives to deliver on schedule, within budget, within scope, and at the
desired performance level.
DSI assigns a professional Project Manager and/or a professional Project Coordinator for every consulting
engagement. Dude Solutions' Project Management Office ("PMO") and Project Management Methodology
provides Project Managers with a formal framework that is used in initiating, planning, managing (executing,
monitoring, and controlling), and closing Dude Solutions' customer projects. Dude Solutions' Project
Manager will have the primary responsibility for coordinating all activities for this SOW including scheduling
resources, confirming project activities and that all project deliverable and defined activities are executed
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within the scope of this SOW. Dude Solutions' Project Manager will serve as the single point of contact for
the project related to this SOW.
Dude Solutions' Project Management Methodology provides a defined set of phases and deliverables per
Project Management Institute Best Practices which include a series of planning phase activities, including
initial alignment meetings to prepare for the kickoff meeting to enable all project participants to understand
the project scope, project plan, and objectives.
• The project kickoff meeting will allow all participants to be introduced, review and understand the
delivery methodology, define team roles and responsibilities, review the communications and risk
management plans, review documentation templates, review the SOW and project schedule.
• The Executing phase allows Dude Solutions Project Managers to direct and manage project progress
through task execution, distribute project related information per the Communications plan, Quality
Assurance per the SOW guidelines, project team development and coaching, and checkpoint
meetings to review project progress during each workweek, and weekly status meetings.
• The Monitoring and Controlling phase provides the Dude Solutions PM with the toolset to manage
the triple constraint triangle of scope, cost, and schedule through integrated change control, quality
assurance, deliverable validation, risk monitoring and control, performance monitoring to plan and
schedule, and initiating corrective action measures.
• In the closing phase, the Project Manager will verify product and deliverable acceptance, perform
final financial audits, lessons learned, project archive delivery and updates, and formal project
completion acceptance from the customer.
Project Management activities include:
• Project planning and kickoff meetings
• Project schedule developed per SOW tasks, deliverables, and resource assignments
• Status reporting and status meeting
• Continuously communicating, planning, and scheduling updates
• Schedule and budget monitoring, and scope management
• Risk Management planning to continuously identify, analyze, and mitigate risks
• Action Item and decision tracking, as well as resolving and escalating issues
• Quality Control
• Change control management
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• DSI project resource management
• Work product completion and deliverable acceptance management
• Project Completion Acceptance execution
The roles listed below comprise the Dude Solutions implementation team supporting this project. The team
brings a wealth of experience and knowledge that will provide you with the highest caliber of expertise,
thought leadership, and project management. Due to the size and scope of the project, one person may play
multiple roles, to be determined by Dude Solutions as appropriate.
Project
Manager/Project
Coordinator
Your Project Manager or Project Coordinator (PM/PC) is your main point of
contact and acts as a project manager for your implementation. The PM/PC’s
focus is to be a liaison between the client, implementation specialists, internal data
services team, sales, client service representatives, professional services, and third-
party service providers.
Responsibilities
• Works with client to establish goals, processes, launch dates, and to
develop a project timeline
• Monitors project status for stalled and/or at-risk implementations and
provides recommendations to client for re-engagement
• Work with 3rd party vendors to coordinate the delivery of services and
software implementation
• Guide client with best practices, training options, documentation and
recommendations for services to achieve successful outcomes
• Assists clients and vendors with questions and/or problems with
products and services
Implementation
Specialist
The Implementation Consultants ("IS") primary role is to provide project
implementation support by setting up a client's account, performing system
configuration as defined in the scope of the project, creating/modifying templates
as defined in the scope of the project, and creating or modifying standard or
custom reports as defined in the scope of the project or requirements discovered
during requirements gathering sessions.
Responsibilities
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• Set up the client's account
• Perform system configuration as defined in the scope of the project
• Create/modify templates as defined in the scope of the project
• Create or modify standard and/or custom reports as defined in the scope
of the project or requirements discovered during requirements gathering
sessions
Senior Technical
Consultant
The Senior Technical Consultant ("STC") will develop and deploy the solution
and ensure that it meets the business requirements for the project.
Responsibilities
• Deliver a responsive system that complies with the functional
specification.
• Define, design, and implement the features or products that meet the
client's functional expectations
Project Timeline
DSI anticipates commencing this project on a mutually agreeable start date upon receipt of an executed SOW
acceptance page ("Acceptance") found at the conclusion of this document. Within two weeks of
the Orientation Call, the DSI Project Manager will schedule a mutually agreeable date and time for the project
kick-off meeting. As a deliverable of the kick-off meeting, the DSI Project Manager will develop a project
schedule to be shared with the City of La Quinta's project manager for review and agreement. As a
deliverable of the kick-off meeting, the Dude Solutions Project Manager will develop a project schedule to be
shared with the City of La Quinta's project manager for review and agreement.
The following generic process will be followed for the implementation of this project. Below is a depiction of
the generic process the Dude Solutions Project Manager/Project Coordinator will follow for the
implementation; Dude Solutions reserves the right to modify this process to reflect the scope of this project.
Project Timeline
Dude Solutions anticipates commencing this project on a mutually agreeable start date upon receipt of an
executed SOW acceptance page ("Acceptance") found at the conclusion of this document. Within two weeks
of the Orientation Call, the Dude Solutions Project Manager will schedule a mutually agreeable date and time
for the project kick-off meeting. As a deliverable of the kick-off meeting, the DSI Project Manager will
develop a project schedule to be shared with the City of La Quinta's project manager for review and
agreement. As a deliverable of the kick-off meeting, the Dude Solutions Project Manager will develop a
project schedule to be shared with the City of La Quinta's project manager for review and agreement.
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The following generic process will be followed for the implementation of this project. Below is a depiction of
the generic process the Dude Solutions Project Manager/Project Coordinator will follow for the
implementation; Dude Solutions reserves the right to modify this process to reflect the scope of this project.
SmartGov Timeline Preliminary, actual start date to be determined during project initiation, these are not firm
dates and will change depending on Contract Signature Date and Agreed upon Start Date of Project between
Client and Dude Solutions' Project Manager.
Change Order Process
Any identified project scope or requirements changes will be addressed via DSI Change Order process and,
only if processed and executed according to the Change Order, will the prices and costs stated in this SOW be
subject to change.
All facets of the project must be agreed upon, and any changes to the project must be requested and evaluated
for impacts. Change control is an essential mechanism to monitor and document all project changes and
deviations from the original scope and objectives of the project. All project changes must be requested via the
project Change Order process. The basic steps for a change are:
• The Client or DSI discovers a need to change the project;
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• The Client are DSI Project Manager are notified and a Change Order form is completed;
• The Change Order form is reviewed by both parties and either accepted or rejected.
• If rejected, the change request is maintained in the project file for reference purposes.
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(c) Process Improvements/Adjustments a. In implementing a new permit
tracking system, the City is willing to consider modifying its own internal
processes to take advantage of system features it considers valuable.
However, it is very important for the City to understand how flexible the
system will be in allowing customization to fit the City’s best practices and
needs. Vendors should describe and demonstrate their proposed solution’s
ability to be flexible and be customized to fit established processes and
reporting needs. Vendors should also describe any available capabilities to
assist the City to improve its internal procedures to take advantage of
operational features of the proposed software product. The vendor’s
demonstrated ability to communicate its proposal to City staff will be a factor
in proposal evaluation.
Configurability is a strength of SmartGov ensuring that each SmartGov jurisdictions is able to apply its
unique business rules and processes to the system and allows system users to adjust or change the
configuration as process change over time.
SmartGov is a highly configurable, template-based system. Templates establish and enforce the processing or
workflow framework for each major community development action (permits, business license, entitlement
applications, code enforcement cases, and recurring inspections). DSI will set up the City’s templates as a
core piece of implementation. The implementation team will conduct a process analysis to understand and
document the City’s processes and will offer best practice recommendations geared towards efficiency
gains. Following the analysis, implementation consultants apply configuration to create templates to support
the City’s specific business rules.
SmartGov’s administration tools, accessible to City staff with the system administrator security role, allow the
City to modify templates or to create new ones after the initial setup. The city can also add users, set security
roles, add or modify fees, create and modify reports, adjust map settings, or add custom attributes-all things
configurable in the system.
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1.3 Scope of Services
System Features The system should be designed and implemented to be
easy to learn and easy to use. Rapid response to customers, efficient data
entry, and high staff productivity are important factors. The system must be
able to track the status and history of permit processes and provide on-
demand reporting and summary statistics, as well as generate permit forms
and communications. The City intends to streamline operating procedures
wherever possible, and the Vendor’s capability to advise and assist as
necessary during system implementation will be considered in evaluating
proposals. Software required functions include, but are not limited to:
Requirements:
a. General Permit, Business License, Project, and Land Use Application Management
SmartGovTM is a browser-based software-as-a-service (SaaS) solution that securely manages and streamlines
processes at every stage of engagement. With automated, mobile-enabled technology, simplify access and
processes for citizens and commerce surrounding new business start-ups, buildings and construction,
community expansion, property valuation and more.
Permitting & Planning
• Centralize permit and project data
• Monitor contractor license information
• Automate workflow and approval process
• Define an unlimited number of permit and project types
• Collaborate internally between departments or externally with clients
• Calculate fees automatically, including late NSF penalties
• Attach notes, scanned images and electronic files to a permit or project
• Manage special zoning and conditional requirements
• Assign inspections based on geographical area, violation type or inspector workload
• Integrate with existing GIS systems
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Business Licensing
• Manage licensing from new applications to renewals and expirations, including timelines, fees and
inspections
• Issue business licenses
• Generate notice letters for applicants
• Enable online application submittal and fee payment
• Allow for expirations or blocking of permit and inspection requests
• Enable users to view business license history
Electronic Plan Review
• Paperless processing of all plan reviews and reporting
• Enable workflows, task routing, approvals and digital plan review functionality
• Concurrent review by multiple users in real-time
• Track changes and revisions throughout the lifecycle
• Add markups, comments and timestamps to drawings
• Attach code references to comments and generate code reference/ comment documents
• Store frequently used comments
• Compare multiple versions of drawings with overlay and side-by-side view
Enforcement
• Automate enforcement, from complaint submittal to resolution
• Centrally track and manage unlimited case types, code violation activity and deadlines
• Assign inspections based on geographical area, violation type or inspector workload
• Track investigations, hearings and legal actions
• Automatically calculate violation fines
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• Attach notes, scanned images and electronic files to a case
• View case resolution and create a permanent case history
• Integrate with existing GIS system
Inspections
• Unify automated workflows, task lists, scheduling and note-taking
• Define inspection types
• Create checklists of actions for each inspection type
• Assign inspection types and checklists to every project, permit, case or license
• Schedule inspections based on geography, type or inspector
• Track every inspection as part of a permanent digital record
• Sort, query and access records easily, from anywhere at any time
Mobile
• Full suite of permitting tools in the field via any laptop, tablet or smartphone
• Document updates or code issues and communicate them with co-workers and clients in real-time
Map Integration
• Enable visualization of any number of GIS layers alongside permits, projects, inspections and code
enforcement cases with an ArcGIS integration
• Five Esri GIS layers included: parcel boundaries, sewer or water lines, school districts, floodplain
boundaries and zoning districts. Additional GIS layers are optional.
• GIS layers can be displayed in conjunction with the standard base maps included as part of the core
feature set
• Display inspection search results and enforcement actions as a point on a map
• Navigate existing cases and initiate new cases starting from a map
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Public Portal
• Submit permit applications, including digital documents, digital plans, fee payments and inspection
requests View the status of permits, inspections and violations
• Print reports and required forms
• Access fee information
• View daily and pending inspection schedules, as well as year-to-date metrics
• View and respond to digital plan markup and comments
• Review real-time plan check comments and inspection result
Online Payments
• Define fee types and rates
• Assess fees and invoice for payment
• Receive partial or full payments and issue partial or full refunds
• View transaction history
• Integrate with payment processors and Financial Management Systems
• Manage security and uptime to allow for payments 24/7
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.)
SmartGov supports an unlimited user model and offers a variety of pre-set system and user roles in the
system. Security is based on the user role and function in the system which can be configured as an individual
or a group. The City of La Quinta may also configure roles in the system from security options that are
available. The implementation team will assist the City of La Quinta in identifying and creating the best fit
in security roles and administrator permissions.
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c. Online public portal for Web and Mobile Device use with permit discovery,
submittal, tracking and management capabilities
SmartGov’s Citizen Portal provides simple, easy to use means for contractors and the public to apply for
permits, review status, pay fees, and schedule inspections. The portal integrates with the City of La Quinta’s
existing website via hyperlink, providing citizens with 24-hour online, on-demand access for online
application submittal, complaint, and inquiry capabilities.
Online payments can be made via credit card through our integration with your current payment gateway.
The City of La Quinta decides what information to make available to the public and which functions to
activate, offering greater transparency and easy accessibility for citizens, while reducing operating costs
through self-help services.
SmartGov’s Citizen Portal allows public users to:
• Create user login accounts available via any Internet connection
• Submit permit and business license applications and renewals, including digital documents, digital
plans, fee payments, and inspection requests
• Submit code complaints
• View the status of permits, licenses, inspections, and complaints
• Print reports and required forms
• Access fee information
• View year-to-date statistics and reports
• Request applicable inspections for scheduling
• View daily and pending inspection schedules
• View and respond to plan mark-up and comments
• Review real-time plan check comments and inspection results
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Citizens, including homeowners, can monitor their inspections, view their inspection results, and submit
inspection requests through the Public Portal. Here is an example of the system that a citizen would use to
monitor their inspection results:
The inspection request function has a calendar that is configured to the City of La Quinta inspectors'
availability. Inspection limits can be set, including days available for inspection, time available, number of
inspections, and advanced notice of inspection.
Field comments input by the inspector can be masked from view from the applicant and or the public.
The dedicated mobile application is available for use on any Android or iOS device. Field users have the
ability to view, schedule and modify inspections using a laptop or mobile device (smartphone and/or tablet).
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Notes and photos are captured during the inspection and recording using their mobile devices. Standard
comment text, code references and corrections are accessed using drop-down menus to make the
documentation of inspection results and code enforcement infractions simple and consistent. Plans and
submittal documents can be viewed in the field ensuring that the field user has all the information they need
while in the field.
d. GIS Integration with quarterly update of County Parcel Data to be provided by
program host
SmartGov supports up-to-date parcel information including address, parcel, owner, and zoning
information. This information is automatically updated on a regular basis through the Parcel Connector,
which pulls the information from the master parcel database typically held at a county's assessor's office.
e. Mobile Device Inspection Application for field staff (or equal)
Field users have the ability to view, schedule and modify inspections using a laptop or mobile device
(smartphone and/or tablet). Notes and photos are captured during the inspection and recording using their
mobile devices. Standard comment text, code references and corrections are accessed using drop-down
menus to make the documentation of inspection results simple and consistent.
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Inspectors have the ability to access all contact details for the owner, application, contractor, or complainant.
Field users can retrieve data by searching by permit number, inspection details, address, parcel, owner and
area/zone.
f. Automated remote inspection requests, such as by website and/or Integrated
Voice Response (IVR)
SmartGov’s Citizen Portal provides simple, easy to use means for contractors and the public to apply for
permits, review status, pay fees, and schedule inspections. The portal integrates with the City of La Quinta’s
existing website via hyperlink, providing citizens with 24-hour online, on-demand access for online
application submittal, complaint, and inquiry capabilities.
Applicants, including homeowners, can monitor their inspections, view their inspection results, and submit
inspection requests through the Public Portal. Here is an example of the system that a citizen would use to
monitor their inspection results:
The inspection request function has a calendar that is configured to City of La Quinta inspectors' availability.
Inspection limits can be set, including days available for inspection, time available, number of inspections, and
advanced notice of inspection.
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Field comments input by the inspector can be masked from view from the applicant and or the public.
g. Electronic Plan Review Integration with Bluebeam Revu (or equal)
SmartGov integrates with Bluebeam to enable concurrent digital plan review. All mark-ups and comments
made in Bluebeam pullback in SmartGov to generate a deficiency report for the applicant. SmartGov
documents and stores all mark-ups, comments, and communications creating a single system of record for all
projects.
Requirements:
• Bluebeam Revu Standard or eXtreme Edition (version 2018 or newer)
• Bluebeam Studio™ Prime
h. Ability to integrate with existing Tyler Incode 10 financial software (or successor)
SmartGov's Financial Connector maps fee codes in the system to General Ledger accounts in your Financial
Management System. SmartGov generates an extract file on a scheduled basis or on-demand. This file can be
written to an FTP site. The connector serves as an interface to record transactions within SmartGov. These
transactions are then exported to the FTP site for the financial management software to grab and reconcile.
i. Ability to integrate with existing Laserfiche records management database
SmartGov integrates with Laserfiche in real-time for document management purposes and ease of accessing
documents.
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Requirements:
• Must be using Laserfiche 10 or higher
• Must install the Laserfiche CMIS gateway to complete the integration.
j. Integrated Cashiering / Point of Sale with online and in-person components
The SmartGov financial transaction system simplifies and centralizes cash receipting and distribution
processes related to permits, planning actions, code enforcement actions, and inspections. The City of La
Quinta defines fee types and rates; these drive the valuation calculator feature when creating invoices and
receiving payments. Users can assess, invoice, and receive full or partial payments, refund overpayments, or
view transaction history. This transaction-based component enables tracking of Fund/GL accounts, allowing
for integration with any Financial Management Systems (FMS). SmartGov has full cashiering capability
(including receipts), which allows for payments in person or online, and is fully auditable. Lastly, SmartGov
tracks both receipt (collected) and posted dates and provides associated reporting required for accounting.
SmartGov connects with any PCI compliant Merchant Service the City of La Quinta selects. Payments made
online through the City of La Quinta's merchant service are pulled back in SmartGov for reconciliation.
SmartGov generates a financial report indicating all transactions that occurred within a period of time. All
check and cash payments can be documented in the system by users and pulled into the financial report that
is mapped for import into the City of La Quinta's Financial Management System.
k. System-calculated fees and charges with both automated and/or manual
adjustments,
SmartGov has a built-in fee calculator across multiple types of permits/fees. The system will enable client
staff to add fee codes, variations, and calculations to determine total fees for each permit type. Fees can be
added and adjusted in the system and applied on a future date.
The Public Portal allows applicants to pay fees online. SmartGov’s Merchant Connector is a gateway that
connects with the City of La Quinta's existing or future merchant service vendor to process payments
electronically. SmartGov also supports the ability for staff to enter payments in the system for cash, check,
credit card payments on behalf of the applicant if they come into the office.
l. Flexible permit types and numbering system, with annual reset
Each permit type has a template collecting and processing information according to the City of La Quinta's
business practices. SmartGov provides the ability to track plan review activities from project submittal
through permit issuance to completion. Permit numbers can be configured within the template to City of La
Quinta's numbering format. If there is every an instance where a permit does not follow the typical process as
identified in the template, staff can make changes and modifications on the fly, such as adding an additional
reviewer, submittal requirements, or special fees. The system provides an easy-to-use solution for employees
and the public to check status updates on projects and receive automated alerts indicating when something
has changed.
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m. Robust and flexible search and display capabilities that would allow end-users to
search text throughout the entire software system
Robust built-in searching capability in SmartGov allows users to quickly view information and operates the
same across all pages. Users can run ad hoc searches, define default and saved search filters for individual
pages, and adjust the columns displayed in search results.
Each user can save commonly used search fields as default filters and only apply to the search or list page
where they were made.
n. Ability for users to do custom reporting and data extraction
SmartGov offers the ability to query data and to develop custom reports based on any
specification. SmartGov’s Standard Reports, Ad Hoc Reports, and On-Screen Search and Query modules
provide extensive information access and reporting capabilities.
• Standard Reports – Standard Reports provide users with an extensive library of formatted reports,
form letters, and related output documents for managing the life cycle of permits and code
enforcement cases.
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• Ad Hoc Reports: SmartGov integrates with Exago, a third-party reporting tool. Exago’s business
intelligence suite provides the most benefit for the City of La Quinta by enabling it to internally
develop rich reports. Users can generate reports in PDF, RTF, Excel, HTML, or CSV. Four distinct
report designers can be enabled in any combination to accommodate end users with different levels
of expertise. These designers include:
o Express Reports – End users can easily build and format basic tabular reports with this
simplified field-chooser and a preview pane.
o Standard Reports – A familiar, Excel-like design grid with access to advanced functionality
like Charts, Maps, the Formula Editor and Conditional Formatting.
o Crosstab Reports – An intuitive Crosstab Wizard simplifies the process of creating
complex tables with summary results grouped in both rows and columns.
o Dashboard Designer for End Users – End users can design, format and save their own
dashboards with multiple reports, charts, maps, text, hyperlinks, and images, and specify
default dashboards to execute automatically when launched.
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o. Ability for users to generate customized forms, letters, and permits/licenses, and
their availability to be customized based on the type record
SmartGov generates templates, forms and letters. the system auto populates content based on values in the
system. Users have the ability to make changes to templates as needed and can select different file types
depending on the need.
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Permit System Usage
The permit system will be used by the public, consultants, and City staff including
(Planning, Permitting, and Building Services), Public Works (including engineering
and construction management), Fire, Finance, and City Clerk with an estimated
minimum number of 80 users.
SmartGov supports an unlimited user model and offers a variety of pre-set system and user roles in the
system. The City of La Quinta may also configure roles in the system from security options that are available.
Your implementation team will assist you in identifying and creating the best fit in security roles and
administrator permissions.
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Technology Requirements
• All City Buildings are connected via 10Gb fiber links and 100mbps wireless
radios
• WIFI in all City buildings are 2.4ghz and 5ghz access points
• A 1Gb full duplex fiber internet connection
• Virtualized Datacenter using VMWare to host Microsoft Server 2019 based
systems.
• Microsoft Server and application technologies including:
- Windows 10 & Mac OSX Catalina Operating Systems
- Microsoft SQL Server 2017 / 2019
- Microsoft Active Directory o Microsoft Office 365 w/ hosted Exchange
& AD Sync
Dude Solutions’ cloud-based applications are delivered via the SaaS model. There are no hardware or
infrastructure requirements. Users just need access to an internet connection (unless running in offline mode
on the mobile application). Supported browsers and mobile requirements listed below:
Supported Browsers:
• Internet Explorer version 11
• Chrome current and the previous version
Mobile Requirements:
• Android 8.1 or higher (w/ 3+GB RAM)
• iOS 10 or higher
*Offline mode supported with mobile application
SmartGov Tech Stack
We offer SmartGov as an AWS-hosted COTS product through a simple SaaS subscription, which makes the
tech stack transparent to client users and its IT department. This provides several benefits:
• Lower cost of entry - Instead of provisioning internal resources to install the software, servers, and
network, Dude Solutions performs all SmartGov deliveries in-house.
• Reduced time to benefit - Dude Solutions provides production, testing, and training environments
at no additional cost.
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• Dude Solutions is responsible for upgrades, uptime, and security - Through our Service Level
Agreement (SLA) the client's SmartGov subscription shifts these costly and time-consuming
activities to our team.
• Higher adoption rates - SaaS apps tend to have lower learning curves and higher adoption rates
due to web-hosting through familiar browser interfaces.
• Integration - SmartGov's ease of configuration and array of APIs give the client easy pathways to
connect to adjacent systems.
• Scalability - Through AWS hosting, SmartGov instantly scales to increased demand without forcing
the client to invest in more software licenses, server capacity, and associated network maintenance.
• AWS - For the last six years, expert analysts at Gartner identified AWS as the clear leader in Cloud
Service Providers (CSPs), with the most complete vision and highest availability to execute among
major competitors like Microsoft, Google, CenturyLink, and many others (1). AWS put together a
technology partner package, designed specifically for the client’s PTAS RFI. This package, located in
Appendix C of this response, provides detailed information about the cloud environment SmartGov
uses and the CSP we partnered with.
To summarize, our product delivery approach removes the client's need to staff technical and/or IT
resources to climb under the SmartGov hood and manipulate code, nor does it require large capital
expenditures for replacement and/or additional servers.
(1) https://aws.amazon.com/resources/gartner-2016-mq-learn-more/
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Public Portal
On-premise customer-facing components must be able to operate within a DMZ, or
be able to access using a reverse proxy. Online systems must be encrypted with a
strong SSL certificate when accepting payment card information from customers.
The public facing portal should meet all applicable ADA requirements.
The On-premise customer-facing components that must be able to operate within a DMZ, or be able to
access using a reverse proxy are not-applicable since Dude Solutions does not provide an on-premise option.
Dude Solutions offers online systems that must be encrypted with a strong SSL certificate when accepting
payment card information from customers.
In March of this year, Dude Solutions began enhancement work to make the SmartGov Citizen Portal 100%
ADA compliant. We started this work due to several requests from Florida jurisdictions. We are most of the
way through the enhancement and will be 100% compliant in Q4 this year and before the City of La Quinta
would be live with SmartGov.
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GIS Integration
The software will require integration with GIS to allow spatial queries on top of the
permit data. Linking to parcels, projects, permits, or other containers will be
needed to capture the various location information. Seamless integration and
updating of the parcel information should be a feature of the permit system and
maintain historical changes.
In addition to automatically updated parcel information, SmartGov’s integrated GIS Browser enables spatial
visualization of any number of GIS layers along with permits, projects, inspection, and code enforcement
cases. Standard ESRI base maps are included with SmartGov, and other layers may be easily added through a
connector. GIS layers are consumed through REST endpoints. SmartGov also allows users to:
• Display inspection search results as a point on a map
• Display code enforcement actions as a point on a map
• Initiate new cases (permit, inspection, code enforcement action) starting from a map
• Navigate to existing cases in SmartGov starting from a map
The following image shows points on a GIS map in SmartGov:
Additional GIS Layers
SmartGov’s integrated GIS browser and viewer is compatible with all GIS platforms and utilizes web
services, when available, to access your own GIS data and display it in SmartGov. Some common layers our
customers display include:
• Parcel boundaries
• Sewer or water lines
• School districts
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• Floodplain boundaries
• Zoning districts
Any GIS layer available can be displayed in conjunction with the standard base maps included as part of
SmartGov’s core feature set. The following image shows two additional layers displayed:
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Mobile Inspection
The City of La Quinta employs both Windows Surface and Apple iOS devices for use
in the field. Software for mobile inspections will need to work with both these
technologies. Route maps using GIS integration are preferred.
SmartGov makes inspection and complaint data fully accessible in the field. Inspectors can use the system
while out conducting onsite inspections, collecting results, notes, and photos. Users can receive real-time
updates while connected through cellular or network access or work offline on the mobile device when out of
a cell carrier’s range. The mobile application is available on iOS and Android (smart phones and tablets).
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Point of Sale (PoS)
The system should provide a fully functional Point of Sale component for both in-
person and online cashiering. This system needs to be able to integrate directly
with a Elavon or successor services provider for processing payment cards and be
verified as PCI compliant. The in-person cashiering system should allow the user to
purchase both fee items generated by the systems as well as other over-the-
counter items (such as maps or photocopies), and have a “Shopping Cart” feature
to allow multiple items (e.g. multiple permits) to be tendered in one transaction .
Fees are automatically calculated in SmartGov base on the City of La Quinta's fee schedule. Once fees are
ready to be paid, the Public Portal allows applicants to pay fees online. SmartGov’s Merchant Connector is a
gateway that connects with Elavon or future merchant service vendor to process payments electronically.
SmartGov also supports the ability for staff to enter payments in the system for cash, check, credit card
payments on behalf of the applicant if they come into the office. Multiple items can be receipted at one time
including items such as photocopies.
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Financial Integration
The system should be able to interface with Incode 10 software by Tyler
Technologies (or successor software) for the purpose of posting transactions to our
General Ledger and should allow for “Text” only search all data in the software (not
just by applicant name, permit no., address, etc.).
SmartGov's Financial Connector maps fee codes in the system to General Ledger accounts in the City of La
Quinta's Financial Management System. Dude Solutions has partnered with Tyler Munis Cashiering many
times. SmartGov generates an extract file on a scheduled basis or on-demand. This file can be written to an
FTP site.
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Document Management
The Design and Development Department and City Clerk use Laserfiche for
managing all documents retained by the departments. The system needs to fully
integrate with a Laserfiche repository, including the ability to search, load, view,
and save documents and document metadata to and from Laserfiche. The system
must be configurable to use the folder structure and metadata templates already
established by Design and Development and City Clerk.
SmartGov integrates with Laserfiche in real-time for document management purposes and ease of accessing
documents. As part of the integration, document storage can be configured to appropriate folder structures
and metadata templates.
Requirements for Laserfiche integration include:
• Laserfiche 10 or higher
• Must install the Laserfiche CMIS gateway
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Design and Development Functions
Design and Development is a cross-departmental functional organization consisting
primarily of the Planning, Permitting, and Building divisions. Design and
Development staff work with citizens, property owners, and interest groups to
accommodate the City’s growth and development and reviews proposed projects for
compliance with all land use and development regulations, including mitigation of
potential environmental impacts. Discretionary permit reviews (rezones, conditional
use, subdivision, etc.) are generally conducted prior to submission of building
permit applications. After discretionary permit review and approval, developers
must comply with any discretionary permit conditions during the Building Permit
approval process. These conditions apply for an extended period and act as
requirements for the issuance of related permits. Often, performance guarantees
and assurance devices provide the applicant several years to reach compliance with
the conditions of the permit. Discretionary permit approvals can be complex, since
approvals can be issued by staff, by the Hearing Examiner, by the Planning
Commission, or by City Council. Regulatory Reform requires staff to track
application dates, review periods, completeness dates and deadlines, and the
overall time that is required to issue a permit. Appeal periods must also be tracked.
The new permit system should include features to make such conditions and
agreements accessible during permit processing and afterwards. Searchable historic
records are a critical part of ongoing permit tracking. The system must also assist
in coordinating staff inspections and verifications, from permit application through
project completion and beyond (including tracking of bonds). Permit functions
should be supported by the proposed permit system as an integrated management
control system. Land records and permit data should be accessible by all system
users and readily available to the public via the internet, subject to customization
and security controls.
SmartGov creates a centralized database where current and historical information can be easily shared across
departments and users. Overall site history is captured within the system, allowing easy reference to any
previous permits and related conditions of approval. Pop up alerts can be implemented to alert any user to
critical information.
Staff members can be notified by email or by an alert on their user to do list that a new permit has been
applied for or the permit is in a state that needs to be reviewed. Workflows are configured based on a specific
template enforcing steps such as departmental plan review, Hearing Examiner, Planning Commission, and
City Council. The system can automatically assign response due dates. Staff has access to view permit
information and perform their review.
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The City of La Quinta will have access to a conditions library where they can quickly attach conditions of
approval to a permit and/or properties. Custom conditions can be created at any time and commonly used
conditions can be automatically attached based on permit type. Inspections and follow ups can be tied to
conditions of approval.
In the system, both periodic and routine inspections can be scheduled and tracked. Inspection types are tied
directly to a permit type and will automatically generate when a permit has been issued. For example, when a
single family residence permit is issued, there may be specific inspections required in order to issue the
Certificate of Occupancy. SmartGov will display the required inspections and those can be schedule for a
specific inspector or inspection area. In addition, SmartGov offers bond and escrow tracking with variable
validation periods (e.g., 1 year, 6 months, etc.), and advanced expiration notification.
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Standard Commercial Product
The City desires and expects to purchase a complete comprehensive permit system
that has been developed and is being continuously maintained as a commercial off-
the-shelf software product installed at and used by multiple customers. Vendors
should provide references to other customers where the proposed system has been
installed. The practical experience of other customers is an important factor in
evaluating competing proposals.
SmartGov is a COTS, multi-tenant software application hosted and maintained in the AWS
Cloud. SmartGov has been in production for over 10 years with more than 180 current clients. For
references please refer to Section 2.
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Configuration and Customization
The City expects that proposed systems will need to be configured and customized
to work in the City’s specific environment. Additional customizations may be
required from time to time as the City’s requirements change. Such customization
should ideally not require software redevelopment or modifications to program
source-language code that would cause the installed system to not be maintained
as part of the company’s normal update and maintenance program. Proposed
systems should be designed and constructed to allow substantial customization
Page 9 of 16 through the manipulation of configuration tables or similar external
data structures, preferably by non-programming staff with administrative user
rights.
SmartGov is a highly configurable permitting, inspection, code enforcement, and licensing platform, meaning
it does not require technically inclined resources and/or IT Department cycles to make changes. Role-based
permissions allow users to make updates/changes to system configuration, such as reports, fee changes,
adding users, updating permissions, workflow modification, and business rule revisions.
All configuration changes are made through the User Interface (UI) via pick lists, drop-down menus, and
checkboxes; End-user administration and/or configuration do not require any back-end coding.
Dude Solutions also deliver an additional Training/Test environment as part of your subscription, giving you
a sandbox with current data to test updates before releasing them to all of the City of La Quinta users. We
maintain Production, Training/Test, and Support environments for the life of your subscription at no
additional cost.
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Training and Installation
Support Vendors will be expected to provide training and installation support at
time of implementation. Vendors should describe all training available and propose
selected training modules that will ensure smooth, successful implementation and
operation in the City of La Quinta. Training and installation support will be needed
in all stages of systems implementation:
DSI provides comprehensive system training for all system users including system administrators and system
end-users. DSI delivers topic specific training based on the following areas:
Administrator Training
SmartGov technical training will focus on the City of La Quinta's staff who will administer the program. The
City of La Quinta's SmartGov administrators should participate in the initial trainer training.
System Administrator training covers all aspects of maintaining the SmartGov system at the client level.
System administrators will learn how to create project templates, template values, map out the approval
process, create a conditions library, and other tasks to help users manage projects in an efficient and
consistent manner. The training also outlines how to add new users and assign appropriate roles and security
levels.
Training Objectives:
• Create lookup lists
• Create and maintain templates
• Create workflow processes
• Set up and update fees and fee schedules
• Maintain active users and user roles
• Assign inspections to inspectors
• Manage reports and reporting groups
• Set up print configurations
• Manage the project approval process
• Manage parcel information
• Manage complaint information
End-User Training
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Dude Solutions designed the SmartGov training program to ensure satisfaction and success when using the
system. Dude Solutions trains all users and IT support personnel on all aspects of the system.
Training Objectives:
• Improvement in user awareness and ability to use the system
• Sufficient technical knowledge transfer for successful systems support
• Ease of training program maintenance after the end-of-project contract
The instructor-led training courses take student trainers and super-users through the complete operation of
the various functional areas of the system, highlighting how operations and activities in specific areas affect
others within the overall business context. At the end of this training cycle, the participants will understand
how to perform specific operations and how the system works overall. Participants will also receive special
tips on how to effectively coach and train others to use the application successfully.
Training covers functions related to permits, licensing, planning actions, inspection, and code enforcement
activities from application intake and receipt through inspections and occupancy. Users learn how to create
applications, manage the approval process, assign conditions, collect fees, and create certificates of
occupancy, handling the project from submittal to final status.
Training Objectives:
• Create and process applications
• Manage workflow processes
• Manage the permit and plan review life cycle
• Look up, search, and query projects
• Create invoices and collect fees
• Create system reports
• Manage contact information
• Manage contractor information
• Manage code enforcement information
• Manage inspector and inspection information
• Manage parcel information
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Inspector Training
Inspector training is specifically tailored for site inspectors and focuses on the system functionality they will
use in their day-to-day activities and the inspection module. Participants learn how to enter and search for
permits, document inspection results, schedule inspections, note issues and irregularities, and generate
reports.
The Inspection Assistant field application training educates participants on how to input data while working
in the field on the mobile app. Participants also learn how to download permits into Inspection Assistant and
then upload the data into the main application after performing the inspection.
Training Objectives:
• Manage inspections
• Create a new inspection
• Change assigned inspector
• Print reports and inspection schedules
• Create and run form letters for notification and information requests
• View and filter user-to-do list from the mobile app
• Conduct and record inspections in the field with the mobile app
• Take pictures and attach to the case from the mobile app
• Query system data from the mobile app
• Access and view permit data from the mobile app
• Generate documents and letters in the field from the mobile app
Code Enforcement Training
Training is specifically tailored for code enforcement officers or users who track citizen requests and code
violations. This class focuses on the system functionality they will use in their day-to-day activities and the
code enforcement module. Participants learn how to enter and search for cases, note issues and violations,
and generate reports.
The mobile app training educates participants on how to input data while working in the field.
Training Objectives:
• Understand the code enforcement and Inspection Assistant modules
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• Create new cases
• Create new case actions
• Manage case and action assignments
• Create and manage a code violation library
• Create and run reports
• Create and run form letters for notification and information requests
• View and filter user-to-do list from the mobile app
• Conduct and record case investigations in the field with the mobile app
• Take pictures and attach to the case from the mobile app
• Query system data from the mobile app
• Access and view permit data from the mobile app
• Generate documents and letters in the field from the mobile app
Ad Hoc Report Training
Ad hoc report training provides training for SmartGov's ad hoc report tool, Exago. This overview will
provide the training necessary to create, format, organize, and schedule reports in Exago.
Training Objectives:
• Navigate the Ad Hoc Report site
• Use of: Contents, Index & Search Tabs on the Ad Hoc Reports page
• Manage Folders
• Manage Report types
• Create & Search for Report/s
• Add Formatting to reports
• Add Parameters & Summary Functions to Report/s
• Duplicate Selected Report/s and Folders
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• Schedule Selected Report/s
• Execute Selected Report/s
• Delete reports
Digital Markup Training
The Digital Markup training is contingent on the City of La Quinta's decision to include or not include this
feature. Digital markup training provides users a thorough understanding of how to use the tools and features
of the
Digital Markup module in SmartGov, as well as how to use the tool within the configured workflow of the
digital plan review process. Participants in this training will learn how to upload electronic plan review
documents and/ or receive the documents via the citizen portal. Once the documents are deemed accepted,
the user will learn how to route the documentation to various departments for time-sensitive reviews. The
users will also learn how to manage planning documents for markup. Corresponding deficiency letters will be
generated based on comments entered during the plan review, and users will have multiple options for
communicating this information to the applicant/contractor.
Training Objectives:
• Upload/receive electronic documents necessary for review
• Route the documents and send notifications to various departments for timeline sensitive reviews
• Mark up documents, add comments, and code references using the Electronic Plan Review software
• Generate deficiency letters and/or other pertinent letters for communication of plan review status
• Manage the submittal/resubmittal versions of plan review documents and the overall review cycles in
the SmartGov software
Deliverables
• Comprehensive training to all City of La Quinta staff SmartGov Users/Administrators
Assumptions and Constraints
To facilitate training, we expect the City of La Quinta to provide:
• Internet access sufficient for instructor and trainees
• Projector
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• Printed hand-outs
• Classroom/office location for on-site training
Web-Based Training
Web-based training will be delivered remotely by a capable SmartGov resource utilizing the DSI standard tool
called "Zoom". Zoom is used to deliver remote training and meetings every day. Zoom provides the
capability to present materials for training while having the participants either on the phone or using
laptop/computer audio as an option. Zoom has a feature to allow different groups to divide up into breakout
rooms for specific targeted training as needed. Sessions of training can also be recorded upon requested and
provided to the City of La Quinta for retrieval from a DSI project manager's OneDrive site.
Web-based is a cost-saving financial alternative to onsite training and can be tailored to the needs of the City
of La Quinta based on the project scope.
Dude Solutions provides training for personnel and users in the system. We will work with your staff to
determine Super Administrators and Users and their appropriate access. Dude Solutions has allotted 4 days of
web-based training for the City of La Quinta staff.
Due to COVID-19, we are currently conducting virtual training only. However, onsite training is an option
we may revisit closer to the go-live date.
Following the configuration and modeling work, Dude Solutions will train the City of La Quinta's team using
its jurisdiction-specific configuration. Super Admin training will include how to maintain or update case
templates, instructions for maintenance of General Ledger Accounts and configured fee codes, information
about options for the client to maintain/update portal configuration, information to configure GIS layers
going forward and other pertinent information to make adjustments in the system. City of La Quinta will be
able to use live permits and code cases during training to understand best practices in completing workflow
steps.
Implementation of SmartGov includes a Training sandbox environment for the City of La Quinta for the life
of the relationship with Dude Solutions, allowing your team to train new users and test modifications without
the fear of corrupting the SmartGov production environment.
Pre-installation familiarization overview
DSI's pre-installation familiarization includes the following components:
Implementation Kickoff: During the implementation kickoff meeting the DSI Project Manager provides a
detailed project overview including a description of the overall process, rough timeline and milestone
schedule, and a description of roles and responsibilities.
Overview Demo: DSI will record and deliver a system overview demonstration to familiarize system users
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Demo Site: The DSI Project Manager will provide access for all system users to a demo instance of
SmartGov. The demo instance provides user a site to gain additional familiarity through practice and
experimentation
Business process and procedure advisory consulting
In order to successfully implement the SmartGov application, Dude Solutions will work with City of La
Quinta to understand its business rules and requirements necessary to configure and set up the SmartGov
application to streamline processes related to licensing, permitting, code enforcement, and inspections for
your jurisdiction and citizens.
The SmartGov implementation team will conduct a business review with City of La Quinta’s subject matter
experts to understand the business processes and associated workflow for the various community
development functions. The Dude Solutions consultants document the workflow and City of La Quinta staff
validate for accuracy. Once documented, Dude Solutions consultants configure the workflow in SmartGov.
The City of La Quinta staff validates workflow in the system. After initial validation of the workflow, the City
of La Quinta staff have other opportunities to provide feedback and make adjustments as necessary to ensure
accuracy prior to system “go-live”.
Configuration/customization assistance
Dude Solutions designed SmartGov as a configurable application, done through the User Interface (UI);
meaning, The City of La Quinta users will be able to create and/or update any reports and modify all
workflows. Accessed through a familiar web-browser interface, users with appropriate administrative
permission can quickly update fees, create new permits, change workflow steps, and/or create new reports or
output documents.
Throughout the course of the project, Dude Solutions and the City of La Quinta will schedule and conduct
two types of meetings: Configuration (weekly) and Project Management (bi-weekly)
• Configuration Call: Dude Solutions and client-identified resources specific to the topic meeting (e.g.
Configuring the Online Public Portal)
• Project Management Call: Review of overall project status
As part of our agile methodology, Dude Solutions empowers our configuration consultants to make decisions
based on feedback and answers provided by the City of La Quinta Subject Matter Experts (SMEs). If needed,
the Dude Solutions consultant will escalate issues to the PM for help resolving. The Dude Solutions PM has
the ability to escalate problems to the Implementation Services Manager, Sales Team, and/or the Client
Success Manager, depending on which path facilitates the most effective problem resolution.
If you have any questions about how to modify your configuration, our Legendary Support Team is always
happy to provide assistance.
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Database loading
Data Migration can be a complex process and demands that solid requirements are well defined in order to
prepare for the data migration process. Many clients start out with "we want everything" migrated to
SmartGov. However, experience has shown that once the requirements of data to be utilized in SmartGov
have been reviewed, this often reduces the need for all information in legacy systems. Dude Solutions will
help the City of La Quinta determine the real needs for data to be migrated from the legacy system to
SmartGov. Decisions will be made jointly via a thorough analysis of the legacy system data and how or if the
legacy data should be targeted to be migrated to SmartGov.
The consulting team will ask a series of questions, such as:
• What is the reason you want to migrate your data?
• What are your public data request requirements?
• What is the required retention period?
• What elements are required to meet the need? Once determined, this can expand or lessen the scope
to include or eliminate other data points that need to be tracked moving forward
• Are legacy systems still available to extract data from?
• Do you need to report on this data?
• Do you need to be able to search for this data? What is the Search criteria? These questions will help
us determine where to store data within SmartGov
The data migration process will include the following steps:
1. Define requirements
2. Map data elements
3. Extract data
4. Transform data
5. Load data
6. Perform data validation with City of La Quinta
7. Resolve data issues
8. Validate resolution
9. Obtain fresh copy of data
10. Add migrated data to configuration
11. Validate data and system configuration
12. Perform end to end testing
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13. Perform final data migration
14. Move to Production/Training environments
15. Migration sign-off
Deliverables
• Dataset assessment and set priorities with City of La Quinta
• Evaluate data quality
• Work with City of La Quinta to cleanse data prior to extract
• Map data elements
• Determine migration pre-requisites and sequencing
Define migration approach based on requirements definition
• Create and execute validation checklists
Assumptions and Constraints
• City of La Quinta will provide information related to:
o Data Source
o Database/Source Type (SQL Server, Access, Oracle, etc...)
o Type of Data (tabular, documents, permits, financial, etc...)
o Active data usage
o Point of Contact who know the data structure and content usage
o Provide data validation and testing resources
Compatibility
SmartGov Connectors are interfaces that allow SmartGov to send and receive data elements and related
information to other internal and external systems. Depending on the needs of the Jurisdiction, Dude
Solutions will develop, test, and implement jobs into production to automate the following types of
interfaces:
• Parcel data: Data from the Jurisdictions master parcel source system
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• Geographic Information System (GIS) layers: Connection to GIS web services
• Financial transaction: Payment receipts and related data into a compatible file format
• Merchant Services integration: SmartGov's public portal to vendor’s payment gateway. (SmartGov
public portal can be configured to interact with most industry standard payment gateways to accept
online credit card payments.)
• Additional documentation setting up of SmartGov Connectors
End-user operational training
Our objective is to provide comprehensive training to all system users for all roles. The training curriculum
will follow the standard SmartGov training and will focus on preparing trainers to conduct training sessions
for all client end users.
Training is divided into modules based on department and/or role. Department user groups can include:
• IT Staff
• System administrators
• Power users
• Reviewers
• Inspectors
• Inspection Assistant users
• Public Portal administrators
Training is also tailored to the solutions purchased by the City of La Quinta. Dude Solutions recommends
this structure so that similar operational schemas are represented in each block of instruction. Dude Solutions
provides all training materials/user manuals as leave-behind tools which also serve as technical references for
basic use, simple troubleshooting, and aid with knowledge retention.
SmartGov education starts on the first engagement and focuses on answering questions about why and how
the transition to new technology benefits stakeholders. The Initiation Phase focuses on educating the City of
La Quinta's Project Team and stakeholders about the SmartGov implementation approach. At the same time,
Dude Solutions’ implementation experts will be learning exactly how the City of La Quinta does business,
gaining a deep understanding of the processes, workflows, and policies to effectively deliver the solution. To
support training, SmartGov maintains a comprehensive self support site.
70
Dude Solutions tailors its training plans for each individual client needs, and upon award of contract we can
create a detailed plan of action for the City of La Quinta. In order to facilitate training, all that’s needed to
provide onsite sessions is:
• Internet access sufficient for instructor and trainees
• Projector
• Printed hand-outs
• Classroom/office location for on-site training
System administrator training
Throughout the project lifecycle, training will occur. As mentioned above, Administrator training occurs first
to ensure system administrators understand how to use the platform and configurations. After
Administrators are trained, End User Training can begin which is also described above as training related to
day to day operation and usage of the software. It is not uncommon for training to occur before and after
User Acceptance Testing (UAT). In this scenario, if training occurs prior to UAT, final user training will be
performed on the configured system just before launch.
Post-implementation tuning
Dude Solutions will provide the City of La Quinta with "Post Go-Live Support" which includes additional
training, configuration support, reporting assistance, transaction-based support, and work with the City of La
Quinta on basic production-related issues or questions for utilizing the system.
Deliverables
Provide production-related post-go-live support for 30 days after the go-live date.
Assumptions and Constraints
System configuration and all implementation tasks have been completed and the City of La Quinta is using
the SmartGov system in production
Post-Go-Live Configuration and Training (14 Hour Blocks)
The City of La Quinta may also purchase additional go-live configuration and training support in 14-hour
buckets to be used as needed after the initial 30 days of post-go-live support has been completed.
Deliverables
• Provide paid production-related post-go-live support to be delivered after the initial 30 days of post-
go-live support has passed
71
• May be used for configuration item changes or for training of the City of La Quinta personnel
Assumptions and Constraints
• Post-go-live configuration and training support must be used in no less than 1-hour increments
• Limited to 14 hours per line item purchased
Training should be provided for both end-users and technical system
administrators. Topics covered should include system operation, system
configuration & customization, system tuning, problem diagnosis and resolution,
database management, and system management.
We have over 20 years' worth of experience in helping jurisdictions like yours implement new technology and
transition to better ways of doing business.
To implement your SmartGov app successfully, we first work to fully understand and vet your
requirements. Our internal Client Success Center (CSC) team leads all SmartGov implementations, and based
on our experience, may suggest updates to your workflows during this discovery
At the beginning of your implementation, you will be assigned a Project Manager. Other roles include:
• Implementation Specialists
• Trainers
• Data migration specialist
We tailor each individual plan that fit the client's needs; upon contract award, we start by creating this plan,
including timelines and milestones. High-level milestones include:
• Orientation – This is the first interaction between the client and CSC and is the start of
their implementation. During this call the PM/PC reviews project goals, requirements and evaluate
business processes to create a map for implementation and to uncover project risks.
• Training – We use a Train-the-Trainer approach through Virtual Class Trainings and scheduled one-
on-one consulting sessions to teach clients how to configure and maintain their software. Once
Administrators or Project Leads are trained on the software, they are responsible for End-
User Training (noted below).
• Configuration – Tasks clients perform to add or configure system settings that are needed to use the
software. Based on the tools available, some settings can be imported while others are manually
configured.
72
• Data Loading – Once configured, your users will start by importing events using the Event Import
tool or by manual creation of events and schedules.
• Completion Criteria – At the project outset (Orientation), your assigned PM will work with you to
define implementation project goals. Using the project management tool BasecampTM, we can
measures tasks performed against original goals to help both you and the Dude team determine when
milestones have been achieved. Final acceptance of the delivered product and project in this stage
confirms product enablement and concludes the implementation.
• Organizational Change Management – This SmartGov implementation package does not include
specifically managing the Organizational Change Mangement process for clients; however, we have
several resources our clients have used to facilitate and support this.
o User Training – Our Train-the-Trainer approach allows our clients to deliver training
internally, showing early adoption, use, and expertise within the new product. And, with an
intuitive UI/UX and a familiar web browser interface, users tend to have faster adoption
rates.
o Launch – Launching software is a client task that may come weeks after enablement (e.g.
soft-launch prior to full roll-out). We provide best practices and strategies that can aid this
process for the client.
• Support – Once the client has reached product enablement, this concludes implementation. The
client is provided information on how to contact support via email or Basecamp.
Classes shall be available by virtual training or held on-site in La Quinta, CA. Initial
training should be delivered to a core group of “ administrative ” system users. The
administrative users should be sufficiently trained to act as trainers and mentors to
other system users. The administrative users should also be sufficiently trained to
be able to customize and expand the system to the full extent allowable by the
system. Selected vendor shall supply administrative users with proper training
material so that subsequent training may be delivered to City staff by City staff.
However, the availability of regular training classes virtually or at other locations for
follow-up or refresher training is desirable.
The City of La Quinta will have full implementation and training online. Dude Solutions does offer onsite
training and assistance. In an effort to keep our staff and clients safe, we have suspended travel until our staff
can obtain a COVID-19 vaccine. This suspension will in no way delay the implementation of the solution.
Based on years of experience and thousands of implementation projects, we’ve learned best practices for
streamlining the rollout and adoption of software to staff and end-users. Dude Solutions has created a library
of content, including help videos, PDF quick step guides, and FAQs, tailored to the roles your staff and end-
users will have. This content facilitates the training and adoption of the new software by your team. Our
objective is to provide comprehensive "Train-the-Trainer" training to a core group of your staff
73
Users/Administrators in a clear and concise fashion. The training curriculum will follow the standard training
and will focus on preparing trainers to conduct training sessions for all client end-users.
Product help documentation is provided under the HELP link in all Dude Solutions products. Any revisions
made to product documentation and training materials is free. Clients can review all updates and
enhancements via the Product Release Notes page on the help site.
Dude Solutions offers free, unlimited Virtual Classroom Training (VCTs) easily accessed from the Online
Help Website, as well. VCTs refer to web conference sessions to review account setup, configuration, and
training. VCTs provide a world-class training experience that engages our clients via virtual, interactive
sessions or workshops. These classes foster an environment of peer to peer collaboration, best practice
discussions, and reinforce client knowledge with purposeful activities. Some of our classes may be appropriate
for your end-users, but most are geared toward Administrative users.
74
2. References
Our references below include one California city reference and two from cities within the state of
Washington. Currently, Dude Solutions has a California client base of 14 clients and Dude Solutions
will provide those references, if needed, however, the references included below best represent projects more
consistent with the one we are proposing for the City of La Quinta.
I. Reference:
City of Delano, CA
(a) City of Delano, Jerome Keene, 559-449-2400 ext. 6015, Jerome.Keene@qkinc.com
(b) Project Description: (Case Study: https://www.dudesolutions.com/sites/default/files/2020-
08/GOV_Delano-CA_Client-Success.pdf)
The City of Delano had been using an older, non-supported software application. As a result, the City
struggled with long permit processing wait times, unhappy customers, and an inability to report out to citizens
or to City leadership. The City implemented online permitting via the Citizen Portal, moved from paper-
based to digital plan, recognized significant efficiency gains and improved and simplified reporting.
(c) Project Start Date: October 2013
Project End Date: March 2014
(d) Staff assigned to each project by the firm:
• Project Manager: Lynn Secrest
• Data Migration Specialist: Stephen Boldman
• Configuration Specialist: Aliene Chase
(e) Provide a summary of final outcome:
• Reducing issuance from their previous lag of 181 days to just three to 10 days
• Decreasing phone calls from frustrated customers significantly
• Keeping up with demand even during peak summer activity
• Issuing 14 permits in 45 minutes
SM
CLIENT SUCCESS STORY
CLIENT
Jerome Keene, Senior Planner,
Subcontractor to City of Delano
GEOGRAPHY
Delano, CA (approx. 40,000
residents)
CHALLENGES
The inefficiencies of their previous permit tracking process caused a backlog
that resulted in frustrated customers and staff. Getting out from under that
load and making sure it didn’t happen again was vital.
RESULTS
Using SmartGov™, Delano was able to improve communication and
procedures so much so that they not only completed their backlog, but made
their processes more efficient than ever.
FAST STATS
Permit wait time reduced from 181 days to three; 70 percent reduction in
phone calls; 14 permits issued in 45 minutes
City of Delano Speeds
Up Permitting and Gets
Council’s Approval
COMMUNITY
DEVELOPMENT
CLIENT SUCCESS STORY
City of Delanodudesolutions.com2
In 2013, the City of Delano, CA had found themselves in a mess no
government wants to face. Their previous permit tracking system
had stopped being supported, leaving them to resort to a manual
process. What that process quickly led to was a permit wait time of
181 days, constant phone calls from unhappy customers and permit
correspondence being lost. It was clear they needed to get control of their
operations before they drowned in them.
In looking for a system to turn their permit tracking around, they had a clear
set of community development objectives:
› Better tracking of permits
› Consistent fee issuance
› Digital records retention
› Automated permit issuance via use of reports
› Real-time review by various departments and outside agencies
› Auditing capabilities to track permit actions
› Ability to leave notes regarding communications with the applicant
› Inspection scheduling and ability to review inspector corrections
› Ability to expand permitting and processes to other departments in
terms of automation and improved efficiency with existing staff
In addition to permit tracking and reporting, city workers also needed to
be able to set reminders for plan review assignments and key dates for
permits, licenses and violations. They found their solution in SmartGov™, a
product that allows permitting, licensing, code enforcement and more to
be managed in one centralized, cloud-based system. Not only did it meet
their checklist of objectives and offer GIS integration that could easily create
maps viewable by citizens using a public portal, but it did it all within budget.
“For a permitting software, it’s not horribly expensive,” says Jerome Keene,
Delano’s Senior Planner. “For a little city of our size that was looking to get
going, there wasn’t a lot of upfront investment or startup costs.”
From there, they launched the solution in March of 2014, and it’s made
quite a difference. The payoff on their investment was seen immediately.
“First, I would say we’re much more efficient, and we can handle a much
larger workload by being more efficient. Second, we’re being better
stewards of the environment by decreasing our carbon footprint due to not
requiring paper plans or forcing people to drive unnecessary miles. And
third, we’re being held accountable because everything we do is logged
and can be reviewed. For the most part, everybody uses it, and things get
done exponentially faster,” says Jerome.
“ Things get done
exponentially faster.”
“ The ability for increased
collaboration and
accountability across
departments has allowed
for staff to process permits
more efficiently with a
smaller number of staff than
in previous years, leading to
increased efficiency in the
use of taxpayer dollars.”
COMMUNITY
DEVELOPMENT
CLIENT SUCCESS STORY
City of Delanodudesolutions.com3
Using SmartGov, the city can now track all aspects of zoning and codes
in a single workflow: permitting, planning, inspections, code enforcement,
licenses, fees, parcel contracts and more. In addition to saving time and
resources, the solution has greatly improved customer satisfaction through
clear and efficient communication with all stakeholders.
Employees are now able to state with confidence how long the city has
managed an application. The entire record of the permit history, phone
calls, emails and submittals is easily tracked and viewed by multiple
departments, so they can quickly communicate the status and timeline of
an application.
“The ability for increased collaboration and accountability across
departments has allowed for staff to process permits more efficiently
with a smaller number of staff than in previous years, leading to increased
efficiency in the use of taxpayer dollars,” says Jerome.
Some major business wins since using the solution include:
› Reducing issuance from their previous lag of 181 days to just three
to 10 days
› Decreasing phone calls from frustrated customers significantly
› Keeping up with demand even during peak summer activity
› Issuing 14 permits in 45 minutes, something that would have
previously been impossible
“ Our reputation has improved
with the development
community where we’re
getting larger projects
in town, and they’re not
coming in skeptical.”
120
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80
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40
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SEPT OCT NOV DEC JAN FEB MAR APR MAY JUNE JUL AUG
2015 - FIRST YEAR OF USE
111 DAYS
AS SHORTAS 3 DAYS
BETTER WAIT TIMES
AVERAGE WAIT PER PERMITCOMMUNITY
DEVELOPMENT
LEARN MORE: dudesolutions.com
This change in permit processing times and all-around better service
isn’t lost on their customers. “Our reputation has improved with the
development community where we’re getting larger projects in town, and
they’re not coming in skeptical,” says Jerome. “We just finished a large
movie theater in town and a 100-room hotel. If we didn’t have SmartGov, I
don’t know how we would have done it.”
Council members have taken notice, too. “They love it,” Jerome says. “One
council member told me the first month we had the solution, it cut down
on his phone calls by 70 percent. Another thing to note is what callers are
complaining about. They’re not complaining about timelines or something
being lost or getting the runaround — their comments are about the
project details itself, which is normal.”
Delano’s success is a story that can give other cities hope. They’ve gone
from a team that was on everyone’s bad list just a few years ago to a
department that’s getting large building projects and logging record
permit processing times.
When asked what he would tell other local governments considering
whether to invest in a community development solution like SmartGov,
Jerome ends by saying, “What’s your credibility worth? If you don’t mind
being badmouthed at city council meetings, if you don’t mind being
badmouthed at the counter, then don’t implement it.”
“ One council member told
me the first month we had
the solution, it cut down
on his phone calls by 70
percent.”
COMMUNITY
DEVELOPMENT
75
II. Reference:
City of Mount Vernon, WA
(a) City of Mount Vernon, Chris Phillips, 360-336-6214, ds-director@mountvernonwa.gov
(b) Project Description: (Case Study: https://www.dudesolutions.com/sites/default/files/2020-
08/GOV_Mount-Vernon-WA_Client-Success.pdf)
The City of Mount Vernon was facing significant efficiency issues around both facilities management and
community development functions and implemented both DSI systems. The City was using a server-based
system with limited functionality for permitting. As the result, the City was relying on email, spreadsheets
spread across for different internal servers, and ad hoc processes to manage community development. The
Project Manager, Chris Phillips is a former military and lean Six Sigma practitioner whose goal was to be the
best permitting City in the State if not in the Country. They were looking to be mostly paperless and rely
almost exclusively on online permitting.
(c) Project Start Date: February 2018
Project End Date: January 2019
(d) Staff assigned to each project by the firm:
• Project Manager: Lauren Lomax
• Data Migration Specialist: Stephen Boldman
• Configuration Specialist: Cassandra Willis & Mikaela Basile (changed positions and is now the
SmartGov support manager)
(e) Provide a summary of final outcome:
Smart Gov has enhanced the City’s
• Records management
• Permit metrics
• Permit processing times
• Online permitting (90% of all applications)
• Inspection completion timing
The most significant outcome however was the ability to easily navigate the COVID-19 crisis. In less than 24
hours, they transitioned to work-from-home and were able to maintain the same level of service to their
citizens.
CLIENT SUCCESS STORY
Mount Vernon, WA Uses
Operations & Community
Development Technology to
Work Remotely During COVID-19
GOVERNMENT
CLIENT
City of Mount Vernon
GEOGRAPHY
Mount Vernon, Washington
POPULATION
35,000
CHALLENGES
The city’s facility operations were being documented with
spreadsheets, a server-based system and emails, leading
to inefficiencies with workflow and a tedious work order
process. Preventive maintenance was nonexistent and
facility renewal plans occurred when systems became
inoperable and in disrepair. Finally, the entire staff was in
a reactive maintenance mode and couldn’t deliver their
desired level of customer service.
RESULTS
Mount Vernon’s Facilities and Permitting teams now have
enhanced record management, enhanced customer service
and significantly improved performance metrics.
CLIENT SUCCESS STORY
Mount Vernon, Washington dudesolutions.com2
Today, the City of Mount Vernon, Washington operates in a way its Facilities
and Permitting teams could have only imagined a few years ago. They
have embraced transformation and transitioned from a team just trying to
address normal daily operations to one that can flourish during challenging
times like the COVID-19 pandemic by operationalizing previously planned
emergency operations that incorporate telecommuting, utilizing Skype for
inspections, establishing a FTP site for permit tech document review and
launching Zoom as a meeting protocol.
Before finding the right software to manage maintenance and community
development operations, Mount Vernon had a number of very apparent
issues. For starters, they had no central place to house information. When
someone needed to retrieve something, it was a process of scanning
emails, finding the right spreadsheet or tracking down someone who
simply had corporate knowledge of the issue. There was no day-to-day
work order process, no preventive maintenance plan, and no facility renewal
plan. The team was stuck in survival mode.
“Building a facility renewal plan or capital replacement plan was a teamwork
challenge. It was, ‘Oh, we have a leak in the roof. Let’s have someone go
look at it.’ Or, ‘The roof that’s 50 years old is bad. What are we going to do?’
Each and every day provided its own unplanned challenges or discovery
moments. It was like Forest Gump’s box of chocolates: You never know
what you’re gonna get,” says Chris Phillips, Development Services Director
in charge of overseeing Planning, Building, Engineering, GIS and Facilities
departments.
Some of their biggest inefficiencies were around permitting. The server-
based system they inherited lacked much of the capability and reporting
city staff required, so it didn’t get used very much.
“We had spreadsheets on spreadsheets on spreadsheets distributed across
three or four different servers and different departments in order to make
things work,” says Chris. “As a Lean Six Sigma practitioner, conducting
value stream analysis of day-to-day activity to include all aspects of
permit, reporting and payment processing were cumbersome and time-
consuming. Efficiency and effectiveness did not exist. Customer service to
the development community, other staff members and local residents was
lacking.”
Finding the right software
They were in need of operations management software that would assist
them to track work orders; institute preventive maintenance, energy and
facility renewal programs; improve permitting workflow processes and
accept permit applications electronically. Thankfully, they found what they
needed with Dude Solutions’ maintenance and community development
products, but it wasn’t without a culture shift.
Some of their biggest
inefficiencies were
around permitting.
GOVERNMENT
CLIENT SUCCESS STORY
Mount Vernon, Washington dudesolutions.com3
“We have a multi-generational workforce. Change at times brings on
extreme cautiousness and wariness. Once the team understood the
purchasing of the software did not equate to layoffs or termination, they
embraced the technology and the interoperability with other cloud
enhancing tools, like cell phones, tablets, laptops, smartboard, webinar
training opportunities, etc. It was terrific to see the team react to challenges,
with all members collaboratively problem-solving during implementation,
beta testing, process improvement and customer interaction.”
Since implementing facilities operations management software, Chris says
the biggest benefit has been getting valuable time back. Once the staff
realized the power of Dude Solutions, they began working proactively to
address all aspects of facility maintenance, saving time and money.
A highlight was getting a solid facility renewal plan in place. Chris reports
they had $50,000 in their facility renewal budget when he first came on
board, and within one year of building a facility plan, they were able to
increase the budget to half a million dollars. Those funds are now going
toward roofing projects, as well as a major HVAC project for a local police
campus.
Their facility renewal timeline has also been streamlined.
“When I first got here, city staff was submitting RFPs or RFQs for facility
renewal projects in May or June, so by the time firms submitted bids and
they were approved, we had missed our good weather window for work
being completed. Now city staff conducts this process in December after
the budget has been approved by City Council. That way, by January, they
can select construction firms to complete projects and maximize the good
weather window.”
As for the community development side of operations, Chris says the
change in the way the permitting team is able to perform is night and day
now that they have SmartGov™ fully integrated.
Speaking on what has changed, he lists, “Enhanced record management,
permit metrics, time to complete, customer/applicant permit transparency.
Also, electronic bill pay. In six months, over 90% of all financial
transactions occur online. Inspections are completed more efficiently and
effectively, because inspectors have mobile offices in each city vehicle,
plus a cell phone or tablet to conduct inspections. And customers get
immediate updates on all permit processes, if they desire. Same with code
enforcement cases. It is very easy for me as the supervisor to review what
my staff has completed, and the notes functionality allows for immediate
response to the City Council, mayor or applicants. And on the electronic bill
paying piece, we went from a few thousands of dollars a month to hundreds
of thousands of dollars a month.”
“In six months, over
90% of all financial
transactions occur
online. Inspections
are completed more
efficiently and effectively,
because inspectors
have mobile offices in
each city vehicle, plus
a cell phone or tablet to
conduct inspections.”
GOVERNMENT
CLIENT SUCCESS STORY
Mount Vernon, Washington dudesolutions.com4
Streamlining processes & improving communication
Chris says the software has not only improved workflow but also
communication with customers, and largely due to mobile capabilities
that allow work to be performed anywhere. Now, a team member can pull
up SmartGov on a mobile device, see what work is needed, complete it
remotely and communicate results quickly.
“Customers get immediate information/feedback as city staff complete
each portion of the permit process. These automatic updates provide
a level of transparency that customers have not experienced before.
Feedback has been very positive and both customers and staff are more
efficient and effective at completing tasks which saves time and money,”
Chris says.
Having all information in a centralized location has also improved
communication and documentation internally.
“Once we instituted SmartGov, I was no longer having to complete the very
time-consuming ‘permit forensics’ when addressing a customer complaint,
‘Developer says this. City staff says that.’ Coordinating with IT to review all
email correspondence and phone records. To say that this was painful is an
understatement. SmartGov has it all in there. I can see every general note
and notes with documents attached, including emails and letters between
the customer and the city. Date and time stamps. It captures all of that.”
Serving a community during COVID-19
During the COVID-19 pandemic, the Governor of Washington instituted
a “Stay Home, Stay Healthy” initiative that basically encouraged a shelter-
in-place order. Mount Vernon’s team had discussed and demonstrated a
concept of operations months ago. In less than 24 hours, they transitioned
to a work-from-home concept that allowed them to remotely serve their
community without missing a beat.
“The inspection module has worked out terrific. We went from having to
be physically onsite, to within one day, staff developed a game plan of how
to complete Skype inspections. We were able to troubleshoot and beta
test, and now we’ve been completing virtual inspections for over a month,
and it’s been working out seamlessly,” says Chris.
“Our staff developed a contingency plan months ago to support
homeowners who experience an emergent plumbing, sewer, stormwater or
hot water heater issue. All of these permits can be done on the SmartGov
portal, but they require an inspection. While other municipalities initially
closed up shop or significantly reduced their ability to process requests,
Mount Vernon was generally business as usual. We had a plan for a
telecommute virtual office months ago, staff has ensured that the customer
experience is the same and they are seamlessly making it happen.
“SmartGov has it all in
there. I can see every
general note and
notes with documents
attached, including
emails and letters
between the customer
and the city.”
GOVERNMENT
LEARN MORE: dudesolutions.com
Everyone on the team is 100% on board. Bottom line, customers are
pleased with the transparency and efficiency.”
Before and during the pandemic, the city has been committed to helping
other municipalities around them find successful processes. “We have
partnered with other municipalities in our county and adjoining counties.
Most recently, we had Island County staff members on site and spent two
to three hours exchanging best business practices. One of the main topics
discussed was customer service, our ability to manipulate the software to
meet customer needs and the necessity for continued staff training. Our
staff trains every week for two to three hours where supervisors emphasize
workflows and continuous process improvement which equates to
employee efficiency/effectiveness/time saving, which equals customer
satisfaction.”
Hear more from Chris Phillips about how to use technology to maintain
operations through situations like COVID-19 on our Technology to
Unlock COVID-19 Efficiency podcast episode.
GOVERNMENT
76
III. Reference:
City of Olympia, WA
(a) City of Olympia, David Kuhn (no longer at the City), Chuck Dower as a proxy 360.753.8254,
cdower@ci.olympia.wa.us
(b) Project Description: (Case Study: https://www.dudesolutions.com/sites/default/files/2020-
08/GOV_Olympia-WA_Client-Success.pdf)
The City of Olympia’s long-term legacy system was Naviline (Sunguard Product) that was no longer
supported. The project started with a highly complex data migration enabling the City to convert years of data
into SmartGov. Like the other projects, the goal was to implement the Citizen portal for all applications and
to integrate with Bluebeam digital markup to provide paperless plan review. The project was phased.
(c) Project Start Date: February 2015
Project End Date: May 2016
(d) Staff assigned to each project by the firm:
• Project Manager: Paul Reichert
• Data Migration Specialist: Stephen Boldman
• Configuration Specialist: Lynn Secrets
(e) Provide a summary of final outcome:
• 95% of applications processed through the online Citizen Portal
• 80% paperless plan review
• Consistent service delivery through the COVID-19 crisis
CLIENT SUCCESS STORY
Olympia, WA Utilizes
SmartGov™ to Move Permitting
Online & Improve Data Integrity
COMMUNITY DEVELOPMENT
CLIENT
City of Olympia, WA
GEOGRAPHY
Olympia, WA
POPULATION
53,000
CHALLENGES
The city previously struggled with archaic systems that
weren’t user-friendly, causing data integrity and workflows
to be compromised
RESULTS
The majority of permit applications are now processed
through a convenient online portal, and because operations
can be handled online, the city hasn’t slowed down during
the COVID-19 shelter-in-place order
CLIENT SUCCESS STORY
City of Olympia, WAdudesolutions.com2
In the midst of a shelter-in-place order due to COVID-19, the city of
Olympia, Washington’s Business Operations team is still up and running
thanks to their community planning and development operations being
readily available digitally. But they weren’t always able to function that way,
even pre-pandemic.
Before making the switch to SmartGov™, the team used an outdated
system they were ready to move on from. It wasn’t user-friendly, and as a
result, was used inconsistently or improperly, leaving them with data gaps.
“Our information in our previous system wasn’t consistent, so we didn’t get
a good data baseline. We didn’t capture that we saved a certain number
of hours or calls,” says Chuck Dower, the city’s Business Operations
Specialist.
He knew the next step was to move operations online and engage with
citizens through a digital portal, and after an RFP process, the team moved
forward with SmartGov, Dude Solutions’ community development solution.
“SmartGov was one of the few that passed our IT requirements and one of
the few that was truly a SaaS-hosted solution,” says Business Applications
Analyst, Jessica Locke. For her role, the improvement in data capturing
since using the system has been essential. “The biggest change or benefit
has been the data integrity – making sure all our users are using the same
system in the same way. And the auditing capabilities inside SmartGov
are great for me from a support perspective. I can see who’s doing what
and where something was maybe missed. It’s just a lot easier to use and
customize than most systems I’ve had experience with.”
Improved data integrity is also a benefit to using SmartGov for Chuck.
“Now we have a system that we can verify repeatable data in. People
are entering the data. We’re using the heck out of reports in our daily
operations to help us understand what our data is.”
In addition to collecting better data, the system has also allowed the team
to move all of their operations online and engage with applicants through
a digital portal, saving permit technicians valuable time they would have
previously spent doing data entry, as well as giving them a place to house
all necessary documents.
“Having the digital environment and having that information all in one
accessible place that you can use remotely on mobile devices and in the
office is needed. And now that we’re all in our homes working [due to
COVID-19], that digital environment was our goal before, and we’re really
seeing the benefits of that now,” says Chuck.
“We typically have about 5,300 to 5,500 permits per year, and out of
that, about 87% are applied for on the portal. For people who don’t have
computers, we have a kiosk set up in our lobby where our front counter
staff can walk these people through the process, so it still gets submitted
digitally,” he adds.
“Every application
we have is now
online.”
COMMUNITY
DEVELOPMENT
LEARN MORE: dudesolutions.com
And SmartGov isn’t just streamlining their operations for the team – it’s also
more convenient for citizens. Since including a satisfaction survey at the
end of online applications last October, Chuck says 90-95% of applicants
report being happy about the ease of use with the online portal.
When asked about how partnering with Dude Solutions is helping
Olympia’s Business Operations team provide better service to their
citizens, Chuck included that the support has been helpful.
“I believe everyone on the support team recognizes my number when I call.
They’re all friendly, professional, responsive. They really help me be self-
sufficient. They’ve helped me with reports when I’ve gotten stuck. They’re a
good place for me to bounce stuff off of,” he says.
“For me, it’s how collaborative it is, that you guys value our opinion on
things, because we do use the system extensively, so I appreciate that,”
Jessica adds.
With the nationwide interruptions COVID-19 has caused for many business
operations, Chuck says that the digital operations SmartGov allows has
enabled them to still serve their community without much setback.
“I don’t believe there is any perfect software, but we are functioning in all
aspects of work in a digital environment. Workflow processes are very
configurable to our operations. We are able to function fully during this
COVID-19 shelter-in-place. Applicants can submit applications. They can
see statuses online. They can request inspections, pay fees, issue their
own permits when ready. Staff can review plans, return for revisions, and
stamp plans when ready, and all documents can be retrieved from within
SmartGov.”
“There are definitely
time savings just in data
entry for our permit
techs. Having people
fill out the application
themselves online,
that’s data entry the
permit tech isn’t having
to do at the counter.”
COMMUNITY
DEVELOPMENT
77
3. Complete Pricing List
Proposal shall include a detailed fee schedule for the services requested by this
RFP.
Please see following pricing document.
PREPARED FOR
City Of La Quinta
Tommi Sanchez
Hub Manager78495 Calle TampicoLa Quinta, CA 92247
PREPARED BY
Dude Solutions, Inc.
PUBLISHED ON
December 09, 2020
1
Q-211364
This SOW has been defined to leverage DSI's experience, while optimizing the use of resources, thereby
maximizing cost efficiencies on behalf of Client.
Based on our current understanding of the complexity and scope of this effort and the expected involvement of
the DSI team resources, the current estimated Fixed Price for this engagement is shown in the Investment
table. This estimated cost breakdown is as follows:
Pricing is based on...
Solutions - Subscription
SmartGov Connector BlueBeam
SmartGov Connector Financial
SmartGov Connector Merchant
SmartGov - Enterprise
-SmartGov Permitting
-SmartGov Code Enforcement
-SmartGov Business License
SmartGov Connector ECM-Laserfiche
Subscription Term:12 months
Subtotal:$38,080.00
Implementation & Services
Custom Reports
Fees Configuration (Pages)
Department Types / General Configuration
Web-Based Training
Digital Mark-up Tool Connector Configuration
Financial Connector Configuration
Merchant Connector Configuration
Subtotal:$40,160.00
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Project Management
Portal Configuration
Parcel Connector Configuration
Map Connector Configuration
Laserfische Configuration
Data Migration
Subtotal:$40,160.00
Total Initial Investment $78,240.00 USD
The above level of effort and associated pricing is based on the SMARTGOV package selected by City Of La
Quinta and is subject to change based on defined client requirements that may be discovered during project
delivery. Any identified project scope or requirements changes will be addressed via DSI Change Control
Authorization ("CCA") process.
3
4
Introduction
Dude Solutions, Inc. ("DSI") is pleased to submit this Statement of Work ("SOW") to City Of La Quinta for
SmartGov Professional Services.SmartGov streamlines permitting, planning/zoning, Inspections, code
enforcement, and business licensing, providing efficiency for your jurisdiction and enhanced customer service
for your citizens. The package City Of La Quinta has chosen for implementation of SmartGov will be
implemented using proven processes and methodologies managed by an experienced project manager
dedicated to delivering a successful project.
DSI looks forward to the opportunity to deliver these services and the ever-lasting development of a strong
business partnership.
Definitions
In addition to the terms defined elsewhere in this SOW, the following terms have the following meanings:
"Change Control Authorization"or "CCA" means any request by the client to modify the scope of work,
schedule, or costs will require preparation of a Change Control Authorization ("CCA" or "change order") form
detailing the work to be performed, as well as the associated costs and schedule impact. Additional work will be
performed only after both parties have duly executed the CCA. Scope of work changes will impact the project
schedule which will be updated to reflect such changes upon CCA approval.
"Closing Phase"means the phase that represents the completion of a project where all metrics are finalized,
all deliverables are complete and accepted by client, and all remaining billing/invoicing takes place prior to
project closure and acceptance.
"Deliverable Acceptance Form"means the form that is a standard PMO form used for client to agree to
accept a deliverable as complete and final.
"Escort"means the client provided resource/person to take Dude Solutions, Inc. ("DSI") resources around client
facilities and provide access to restricted areas agreeable between client and DSI as needed.
"Executing Phase"means the phase of the project where deliverables are developed and completed.
"Fixed Price/Fixed Fee/Fixed Price Project"means the project pricing includes all services, tasks, and
expenses associated with the client project.
"Monitoring and Controlling Phase"means the phase for measuring project progression and performance
and ensuring that everything happening aligns with the project management plan.
"Onsite Services Completion"means onsite services have been completed and when necessary, the
Deliverable Acceptance form will be used to document the completion of deliverables provided during the
onsite services visit.
"Orientation Call" or "Project Kick-Off Call"means the call/meeting which begins the project and proper
expectations are set between DSI and the client.
"Output Documents"standard or custom documents generated from SmartGov "e.g. permits, Certificates of
Occupancy, violation letters, business licenses, receipts"
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"Orientation Call Completion"means the Orientation Call or Project Kick-Off Call has been completed and the
project has begun and proper expectations have been set between DSI and the client.
"Professional Services or Services"means professional, technical, consulting and/or other services.
"Project Completion"means the project completion occurs when all deliverables of the project have been
completed and accepted by the client via the Project Completion Acceptance Form.
"Project Completion Acceptance Form"means the form that is a standard PMO form used for client to agree
to accept a project as complete and final.
"Project Management Methodology"means the manner and process used to deliver services projects.
"Project Management Office"or "PMO" means the office that provides the oversight and standardized
processes to consistently deliver projects in a concise, consistent, and standardized manner. The PMO manages
and maintains the processes and standard templates utilized to manage DSI projects.
"SmartGov Modules"means the Permitting Module (permits for all departments), the code Enforcement
Module, the Business Licensing Module, and the Recurring Inspection module.
"Software Component Configuration"means the components within the software have been configured per
client specifications.
"Statement of Work Acceptance"means the signing and accepting of the terms of the Statement of Work
document by client.
"Support Engagement"means the point in the project where implementation services end and product
support begins.
"System Configuration Completion"means the configuration items within the software have been configured
per client specifications.
"System Level Configuration Items"standard configurable items that are applied across departments and
case templates.
"Training Completion"means the onsite or virtual training has been completed and when necessary, the
Deliverable Acceptance form will be used to document the completion of deliverables provided for completion
of the onsite or virtual training services.
"User Acceptance Testing – UAT"means that after the system is configured the client will have an opportunity
to perform user level testing based on client developed test scripts. DSI will correct issues as documented and
presented during this process.
6
Project Scope and Approach
Implementation Process Overview
In order to successfully implement the SmartGov application, DSI will work with City Of La Quinta to understand
requirements necessary to configure and set up the SmartGov application to streamline processes related to
permitting, planning/zoning, inspections, code enforcement and business licensing for your jurisdiction and
citizens. Once the City Of La Quinta has reviewed, and approved these requirements and processes, DSI will
configure and setup the application to support the City Of La Quinta's unique business rules.
Following the configuration and modeling work, DSI will train the City Of La Quinta's team using its jurisdiction-
specific configuration.After training, DSI will work with City Of La Quinta to test the work performed and
provide the necessary updates to successfully implement the solution. The system will then be ready to go live
in production. If the City Of La Quinta purchases "Go-Live Support" packages, DSI will provide support for the
period of time defined in the statement of work.
Customer Implementation Engagement Sessions ("CIES")
Client project team representatives and DSI project team representatives will dedicate time to meet in person
or via teleconference to maintain communication and conduct coordination of project activities and tasks.
Deliverables
Dude Solutions will provide the following task deliverables:
•Project Management Meeting Schedule
•Data Migration and Technical Design Meeting Schedule
•Configuration Meeting Schedule
•Meeting notes or recordings for all scheduled meetings
The client will provide the following resources or task deliverables:
•A complete project team roster, including email addresses, phone numbers, and roles / titles
•Necessary communication / information to allow all project schedules to be finalized
•Timely response to task-related emails or phone calls to enable on-time completion of all assignments
•A minimum of 24-hour notice if all minimum required members for any scheduled meeting cannot
attend the meeting.This will allow the meeting coordinator sufficient time to cancel or re-schedule the
meeting as necessary
Assumptions and Constraints
•Initial proposed meeting plans from DSI will reflect the minimum recommended frequency, duration,
participants (by job title or role), topics, and action items to address the full SOW
•Final meeting plan will be approved by the client key sponsor(s)
•Coordination and integration of the PM meeting, data migration,technical design meeting, and
configuration meeting will align with the scope of the project, client organizational structure, and
assigned resources
•The Client will provide dedicated knowledgeable technical resource available for questions
•The Client will provide a dedicated knowledgeable resource for mapping analysis
7
•The Client will provide read only access and screen shots for various permits/case types to provide
context to DSI data migration specialists
•The Client will provide resources for validation throughout the process
•Client will provide side-by-side data entry for 2 weeks prior to go-live
•Response time for questions is one business day
•DSI may require up to 3 backups of data for each database throughout the process
Planning, Initial Set Up & System Level Configuration
Configuration begins with planning and analysis necessary to establish the overall configuration approach.
After planning, and once the approach is documented and agreed to, DSI will set up the SmartGov
environments to support implementation.DSI Consultants begin configuration with system level items or items
that apply generally across all departments and types of configuration items.
Setup of environments to support SmartGov implementation and configuration of core items in each SmartGov
module that are specific to City Of La Quinta 's requirements.These core items are defined/configured at the
client level [i.e. these are configurable items that will be standard or shared across all departments and
configuration types].
Deliverables
Dude Solutions will provide the following task deliverables:
•A Configuration Plan document that includes:
•Identified current and future state business processes to be supported by the final product via
the configuration work effort
•Recommended approach to configuration that supports the identified business processes and
activities
•Configuration details for all permit, inspection, license, and code enforcement types to be
configured in SmartGov.All templates required for creating the configuration types will be
created in SmartGov based on requirements gathered in meetings with the client
•SmartGov Environments to support the implementation process including:
•Configuration (Dude Solution access only for configuration)
•Validation (client has access for testing, can be refreshed with configuration copy upon request)
•Training
•Weekly configuration status reports (in PDF format) generated from the client specific configuration
instance of SmartGov. These reports serve as the primary source to demonstrate core configuration
elements, status, and needs
•Jurisdiction configuration, per Configuration Plan, to include as needed:
•Parcel and/or address information management
•Contact information management
•Contractor license information management
•Receipt/transaction information management
•Inspection scheduling information management
•Configurable screen display settings
•User configuration per Configuration Plan, to include as needed:
8
•Individual User Rights
•Available Departments
•Available Distribution Groups
•Available Inspection Qualifications
•Available Security Groups
•Job configuration per Configuration Plan, to include as needed:
•Default list of available queued jobs
•Queued job parameters
•Administrative & shared configuration rules per Configuration Plan, to include as needed:
•Administrative processing rules where available in the configurable Jurisdiction Values list
•Standard status options for cases, submittal items, workflow steps, step actions, inspection types,
inspection actions, accounts, and intervals
•Standard expiration rules
•Standard online processing rules [for the portal]
•Standard reports available across all case types
Assumptions and Constraints
•The Configuration Plan will be based on information delivered to, or collected by, the DSI Consultant
within a specified time frame established at the project kick-off
•During the development of the Configuration Plan, the client provides representatives for all
work units with work activity to be supported by the final delivered product
•Client will provide access to the appropriate leaders and/or subject matter experts to ensure meaningful
engagement at all required meetings and to ensure on-time completion of assigned action items
•Client will provide access/links to any public, or private, web sites or operating systems, if needed, to
gather complete business requirements
•The Configuration Plan can meet client requirements and can be fully executed within existing product
design in all modules
•The Configuration instance will be solely owned by the DSI Implementation team and serves as the
primary source for the final delivered product design
•The Validation instance will be sole source used by the client to complete all assigned configuration UAT
tasks
•The Training instance will be used solely by members of the client project team to assist in
understanding SmartGov functionality.It will contain default data sets and serves as a temporary "sand
box" for assigned users.
•The client will designate one person on their project team to serve as the final decision-maker for all
system level configuration elements.These are configured settings that are shared across SmartGov
modules, and/or are settings common to all departments / divisions / users
•When configuration tasks, or related work effort, requires information to be submitted to the DSI
Implementation team in a specific file format or within specified parameters, the client is able to comply
with these stated requirements
9
•Note: If the client cannot provide information in the DSI standard format, the assigned Project
Manager will determine if a formal Change Request or additional contracted SOW is needed to
provide assistance in developing or converting the information into the desired format
Module Case / Department Types
SmartGov implementation activities include the set up of case templates in one or more of these modules:
Permitting, Licensing, Code Enforcement and Recurring Inspections.These case templates must be used to
create records in SmartGov in each module.Your DSI Consultant will provide specific information about the
minimum required elements to be configured for the case templates in each module; these required case
template elements do vary by module.
Deliverables
Dude Solutions will provide the following task deliverables:
•Case template baseline elements, per the Configuration Plan, to include as needed:
•Case record reference information
•Template specific expiration, renewal or interval rules
•Template specific default submittal list
•Template specific details (custom attributes) that are required for any of the following:
application intake, workflow step completion, inspection completion, fee calculation, or
mandatory regulatory reporting
•Template specific default workflow steps for Admin, Review, and Final work lists
•Template specific default inspection list
•Template specific list screens such as Bonds, Fixtures, Valuations, Violations, Citations, Lien, or
Items
•Once baseline case template configuration is completed, any expanded configuration beyond baseline
must be discussed during Configuration Meetings with the Consultant and approved by the assigned
PM. Expanded configuration elements, if approved, may include
•Non-essential custom attributes
•Work step dependencies and due dates
•Step actions and Inspection actions
•Default Parent-Child case linkages
•Workflow cycling feature
•Template specific tab appearance
•Standard note types and note codes
•Standard condition types and conditions
•Standard code references
•Template specific report links
The client will provide the following resources or task deliverables:
•Specific lists of all types of applications, forms, or other documents that describe all services to be
supported by SmartGov at the time of project "Go Live"
•This list should be inclusive of all in-scope departments
•This list should conform to requested formatting and scope instructions, as communicated by
DSI
10
•A PDF or Word version of all customer-facing documents (forms, letters, cards, etc.) expected to be
generated by SmartGov
•A publicly accessible URL, or electronic copies of reference information, that provide all pertinent state,
county or local regulatory information that are known to impact business operations to be supported by
SmartGov
•A fully approved version of the template validation workbook
•Approval via email or other written correspondence of any other identified forms, as requested by the
Consultant
Assumptions and Constraints
•The scoped number of department templates for this SOW are 1 types. If the number of department
types identified during the configuration work effort exceed the number of types scoped for this SOW,
the additional types may be introduced into the scope of the project via the DSI CCA process once
signed and approved by the DSI Project Manager and the client Project Manager.
•Case template configuration will be completed within existing product design in each module.
•DSI will configure each application or request type in the SmartGov module that best supports the
associated workflow. The primary goal of configuration of case templates is to optimize SmartGov
capability
•Note: This assumption means that recommended case template configuration may or may not
align with current internal customer naming convention or legacy system design
•The total number of case templates to be configured across all modules will be stated in the
Configuration Plan.This total may vary from the initial sales order, where applicable, if approved by the
DSI Project Manager
•A complete list of case templates to be configured across all modules will be approved by the client key
sponsor, or their delegate, no later than the third Configuration Meeting
•Baseline configuration for case templates identified in the Configuration Plan will be completed before
any expanded template configuration work will be done
•Baseline configuration for case templates listed in the Configuration Plan will support the end-to-end
work steps that correspond to each default SmartGov Process State in the applicable module.
•If case templates or department types are identified during the configuration work effort, that are not
documented in the original Configuration Plan or exceed the number of types scoped for this SOW, the
additional templates or types may be introduced into the scope of the project via the DSI CCA process
once signed and approved by the DSI Project Manager and the client Project Manager.
•Super Admin training will include how to maintain or update case templates
Financial Setup and Fees Pages
Configuration of GL Accounts and Fee Codes as needed to support financial transactions for any business
activity to be supported by SmartGov.
Deliverables
Dude Solutions will provide the following task deliverables:
•A weekly Fee List Report that reflects all configured active fees and their associated GL Accounts
•Configuration of permitting module fee codes necessary to support all configured case templates
•Configuration of Licensing module fee codes necessary to support all configured case templates
11
•Configuration of Code Enforcement module fee codes necessary to support all configured case
templates
•Configuration of Recurring Inspection module fee codes necessary to support all configured case
templates
•Configuration of other fee codes required to support routine transaction activity including NSF ("Non-
Sufficient Funds") fees, administrative fees, fines, regulated surcharges, convenience fees, and the like
•Configuration of fast track fees, deferred fees, and tax exempt fees within current product design.
•Configuration of the timing during the workflow process that each fee will be assessed and may have
payment applied against the fee within current product design
•Configuration elements as needed to support online [ SmartGov portal] payments
•Setup and definition of Fees Pages
The client will provide the following resources or task deliverables:
•A copy of all current fee schedules for all in-scope departments and business functions
•A current list of GL Accounts
•The last two monthly or quarterly relative financial reports
•A copy of any other operating document that contains pertinent information regarding any assessed
charges, surcharges, potential fines, etc
•Contact information for one or more subject matter experts in the appropriate finance
departments.This is to facilitate efficient information gathering from both operating and finance
departments / divisions
Assumptions and Constraints
•All fee codes will be configured within existing product design
•A GL Account list approved / authorized by the client's finance department is provided to the DSI
Consultant.This GL Account list will be limited to accounts associated to fee codes to be configured in
SmartGov
•GL Accounts and Fee Codes will be configured with product design parameters
•All configured fee codes will be derived from documented fee schedules or comparable client
documentation provided to the DSI Consultant. Updated fee schedules or related documents that are
provided after the initial versions may be incorporated into the final configuration if there is no adverse
impact on the project schedule
•Fee codes will be configured to optimize SmartGov capability, and therefore may not be identical to
legacy system fees
•Determination of the specific fee codes to be defaulted within each module case template will be
determined by the designated client project team member
•Validation of case templates will include validation of fee code functionality
•User security rights will address fee code management within current product capability
•Super Admin training will include instructions for maintenance of GL Accounts and configured fee codes
Portal Configuration Setup
Configuration of required elements to enable in-scope functionality associated with the SmartGov online portal,
as stated in the Configuration Plan.
Deliverables
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Dude Solutions will provide the following task deliverables:
•A Portal Validation site to demonstrate and test Portal configuration
•Information regarding Portal set up options
•A Portal set up workbook template
The client will provide the following resources or task deliverables:
•A fully completed and approved Portal Set up workbook
•Any written content to be visible in portal that is not configurable
•Resources to test Portal configuration
Assumptions and Constraints
•The client will be responsible for taking steps to integrate the SmartGov portal into existing online sites
•Online payments will not be enabled without also purchasing the Merchant Services connector
•The client will be able to determine the level of online integration with their business processes, within
existing product design
•Portal configuration will occur along with configuration of module case templates.
•Validation tasks will include distinct tasks to approve Portal set up
•Portal user security will be defined using existing product functionality
•Super Admin training will include information about options for the client to maintain / update portal
configuration
Parcel Connector Setup
The parcel connector is an optional feature that is used to keep the parcel repository in SmartGov up to
date.Parcel data that is typically maintained in a county assessor's system is used as the primary reference for
modules in the SmartGov application. Parcel profile information, such as Parcel Number, Site Addresses,
Current Owner, Legal Description, Section, Township, Range, Quarter, Subdivision, Block, Lot, and
Neighborhood, is accommodated in standard data fields. Additional attribute data may also be stored in our
custom detail area.Additionally, if the associated latitude and longitude data is available, those coordinates can
be added to the parcel record to allow users to geographically locate information on the map.
Deliverables
Dude Solutions will provide the following task deliverables:
•A tested, working parcel connector along with a list of unresolvable errors to be addressed
Assumptions and Constraints
•Parcel Connector required fields supplied
Map (GIS) Connector Setup
The Map (GIS) connector allows for the display and viewing of a geographical map based on parcel data
provided in SmartGov. The Map (GIS) connector will display layers on the SmartGov map based on the clients
current Geo-database.
Deliverables
•Map layers configured and available for display on the SmartGov map
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•Parcel layer registered in SmartGov for use with SmartGov popup
•Ability to turn layers on and off
•Training to configure layers going forward
Assumptions and Constraints
•Client will provide URL to ArcGIS REST Service with layers for SmartGov to consume and display on the
map
•Layers are required to be hosted on an ESRI server
•Layers must be available via HTTPS
•Server must have valid security certificate issued by a digital certificate authority (not self-signed)
•Layer formats supported:
•Map Services
•Feature Services
•Tiled Services
•Web Map Service (WMS)
Financial Connector Setup
The receipt extract for the Financial Connector is a job process that allows SmartGov to export data in
electronic file format that can then be imported into an external financial management system ("FMS"). The
purpose of receipt extract is to automate the export process and allows users to update their preferred FMS
with the selected receipt data generated in SmartGov. The extract is provided in a comma delimited file format
that is run as an on-demand job within the SmartGov application. The file format and export settings are fully
customizable depending on the needs of the client FMS. These export setting will be defined early on during the
planning phase, so all stakeholders have a clear understanding on the type of data that needs to be included in
the extract file.
Deliverables
•Financial Reports with summary and detail information processed in the system:
•Receipt detail
•Reconciliation Reports
•Financial reports for daily extract validation
Assumptions and Constraints
•Client will provide Financial Management System ("FMS") data access for extracts
•Client to provide list of data elements for the connector integration
•FMS data will be extracted into a .txt file for SmartGov consumption
•Extract jobs can be scheduled or run manually
Merchant Service Connector Setup
SmartGov's public portal can be configured to interface with 3rd party payment gateways to accept credit card
transactions.SmartGov does not store any credit card information or other sensitive information relating to
credit card transactions processed via the portal. Most payment gateway providers will transition the user from
14
the SmartGov site to their own secure site in order to complete the transaction before redirecting the user back
to SmartGov. This allows the payment gateway provider to maintain the secure information and pass only
necessary information, such as a confirmation or transaction reports, to SmartGov.
The first step to implement the connector is for DSI to build the interface between SmartGov and the selected
payment provider. If the provider is new, DSI will first need to build the technical backend process to enable
electronic transactions to/from SmartGov. Once the initial backend setup is complete, SmartGov can be
configured to process payments.
Each payment gateway provider has different sets of specifications that they require to be sent to their system
to authenticate payment information. When DSI builds a connector to a payment gateway provider, a new
option will become available in the Payment Vendor drop down menu on the Administration Portal Payment
Configuration page. If a payment gateway provider does not have a connector to SmartGov, no option will be
available in the drop down menu. The payment gateway provider should provide the necessary information to
the Jurisdiction in order to complete the setup process. Administrators may be asked to provide additional
URLs to SmartGov pages for navigation purposes.
Deliverables
•Configure the Merchant Service connector to process payments for client services and transactions
processed in SmartGov
•Configure the 3rd party payment gateway to accept credit card transactions
Assumptions and Constraints
•SmartGov does not store any credit card information or other sensitive information relating to credit
card transactions processed via the portal
•Merchant Services Gateway Payment Provider Partners include:
•ACI Universal (Official Payments) – Integrated Level 1 Payment Process - Postback v2.4
•Authorize.NET Service Integration method (SIM)
•BridgePay
•ETS Corporation – Hosted E-Com Payment Page Service v1.50<
•First Data Global Gateway Connect v1.3
•First Data Global Gateway E4
•FISGlobal – PayDirect Web
•GovPay
•PACE Technology Engine
•PayPal – Pay Flow Pro
•Point & Pay – Parameter Passing v3.0
•PayGov
•Paymentus
•Reliant Pay
•TransFirst
•US Bank – E-Payment Service v12.1 (Elavon)
•Wells Fargo
•XpressBillPay
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Digital Markup Tool Setup
Configuration to support electronic plan review utilizing Bluebeam Prime Studio.
Deliverables
•Enable the Bluebeam connector
•Configure selected permit types to allow electronic plan review
•Configure specified submittal requirements for the electronic plan review process
•Instruction on the configuration and use of the Bluebeam integration
Assumptions and Constraints
•Electronic plan review is only available in the Permitting module
•Only .PDF files are eligible for electronic plan review
•Training in the use of Bluebeam software will not be included
•Client is responsible for purchasing the necessary Bluebeam components as outlined
below:
1.A subscription to BlueBeam Studio Prime and;
2.BlueBeam ReVu client software for each user. The following editions of the most
current Bluebeam version are supported:
•Standard
•eXtreme
•CAD
Laserfiche Setup
The Laserfiche connector provide an interface with the jurisdiction's document repository. SmartGov uses the
Laserfiche CMIS compliant APIs to store copies of documents uploaded as attachments to SmartGov
notes.Based on configuration SmartGov can also create notes and added references to documents loaded into
their Laserfiche repository.This connector replaces the use of Amazon S3 as the storage location for
documents.
Deliverables
•Implementation team will activate the external connector to Laserfiche to allow configuration
•Configuration instructions – Implementation engineer can assist
•Scripts to load basic templates into jurisdictions Laserfiche system
•Scripts to load field mappings into SmartGov system for basic templates
Assumptions and Constraints
•At least the Default template must be loaded and configured
•Server must have valid security certificate
•Customer must have subscription with Laserfiche for an in cloud or on premise installation of Laserfiche
and client responsible for acquiring the subscription
•To configure Laserfiche in SmartGov the client must have:
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•CMIS Gateway must be installed and publicly available
•Repository ID
•Folder ID where documents from SmartGov will be stored
•Username and password
Data Migration
Data Migration can be a complex process and demands that solid requirements are well defined in order to
prepare for the data migration process.Many clients start out with "we want everything" migrated to SmartGov.
However, experience has shown that once the requirements of data to be utilized in SmartGov have been
reviewed, this often reduces the need for all information in legacy systems. Dude Solutions will help the client
determine the real needs for data to be migrated from the legacy system to SmartGov. Decisions will be made
jointly via a thorough analysis of the legacy system data and how or if the legacy data should be targeted to be
migrated to SmartGov.
The consulting team will ask a series of questions, such as:
•What is the reason you want to migrate your data?
•What are your public data request requirements?
•What is the required retention period?
•What elements are required to meet the need?Once determined, this can expand or
lessen the scope to include or eliminate other data points that need to be tracked moving
forward
•Are legacy systems still available to extract data from?
•Do you need to report on this data?
•Do you need to be able to search for this data? What is the Search criteria? These
questions will help us determine where to store data within SmartGov
The data migration process will include the following steps:
1.Define requirements
2.Map data elements
3.Extract data
4.Transform data
5.Load data
6.Perform data validation with client
7.Resolve data issues
8.Validate resolution
9.Obtain fresh copy of data
10.Add migrated data to configuration
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11.Validate data and system configuration
12.Perform end to end testing
13.Perform final data migration
14.Move to Production/Training environments
15.Migration sign-off
Deliverables
•Dataset assessment and set priorities with client
•Evaluate data quality
•Work with client to cleanse data prior to extract
•Map data elements
•Determine migration pre-requisites and sequencing
•Define migration approach based on requirements definition
•Create and execute validation checklists
Assumptions and Constraints
•Client will provide information related to:
•Data Source
•Database/Source Type (SQL Server, Access, Oracle, etc...)
•Type of Data (tabular, documents, permits, financial, etc...)
•Active data usage
•Point of Contact who know the data structure and content usage
•Provide data validation and testing resources
Standard Reports (70 Reports Included)
DSI will provide the client reports (reports and output documents) that includes 70 standard reports.Normal
modifications to these reports to entail updating client specific information and logos not related to data
output.
•Custom Reports: SmartGov comes with 70 standard reports and output documents.Using tools in
SmartGov, client staff can add the client's logo and modify header and footer information.
Deliverables
•70 standard reports
•Edits will be made to add client specific logo and information i.e. company name, address, phone
Assumption and Constraints
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•Modification to standard reports will be related to Client branding and logos
Custom Reports
SmartGov baseline implementation includes a defined set of standard reports that may be branded to be
client-specific.This task can be included in the project when it is identified during the sales process that the
standard set of reports is likely to be insufficient to meet the client's minimum business needs.DSI will work
with the client to design and create a set of custom reports as defined in the requirements sessions. DSI will
build custom reports to supplement standard reports. Custom reports are built to the client's specifications.
Deliverables
1. Task – Branding out of the box Reports using the customer's logo and jurisdiction information:
2. Task –Create new reports based on Client requirements as scoped in the statement of work
3. Task – Add/Modify Existing Adhoc Reports
•Move fields around, add additional fields, remove unnecessary fields, and add header or footer
information
•Reports named on the SOW (Permit, Certificate of Occupancy, etc.)
Assumptions and Constraints
•Digital forms of all logos and the jurisdiction information are provided by client
•For each report that needs to be modified, client will provide an image of the report and the changes
that need to be made with references to the field that needs to be added or removed
•For each report that needs to be added, client provides an image of how they want the report laid out
with field references from Dude Community Development
•Not all reports can be modified in Dude Community Development Adhoc Tool.This is set to be fulfilled in
future application development
•Supporting these custom reports will add additional time requirements to supporting the customer
Post Go-Live Support
DSI will provide the client with "Post Go-Live Support" which includes additional training, configuration support,
reporting assistance, transaction based support, and work with the client on basic production related issues or
questions for utilizing the system.
Deliverables
Provide production related post go-live support for 30 days after go-live date.
Assumptions and Constraints
•System configuration and all implementation tasks have been completed and client is using the
SmartGov system in production
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User Acceptance Testing "UAT"
DSI will work with the client to conduct User Acceptance Testing ("UAT") upon the completion of configuration
and development tasks to confirm SmartGov functionality using the client's UAT Test scripts, developed by the
client. The client will execute their test scripts and communicate the results of the test scenario as either pass
or fail. DSI will review the UAT test log for issues and will assign these issues to the appropriate resource for
resolution. DSI will have up to ten (10) days to correct any functional item that fails a test, or provide a mutually
acceptable written explanation of when the failed item will be corrected. In the event a bug is identified, the bug
issue will be assigned to the DSI Engineering Team for assessment. DSI Engineering will then provide an
estimated time frame for resolution. The client has the right to conduct additional UAT Testing for items within
project scope.
Deliverables
DSI will provide the following task deliverables
•SmartGov Validation environment ready for system User Acceptance Testing
•Review any discrepancies found by the client during UAT Testing
•Correct any functional item that fails a test within 10 days, or provide a mutually acceptable written
explanation of when DSI will correct the failed item
•Identified software bugs will be addressed by DSI Engineering for assessment. DSI Engineering will then
provide an estimated time frame for resolution
•Provide tools for documenting UAT test scripts in the UAT testing Plan and issue tracking log as needed,
client may use their own UAT Testing Plan document if available
The client will provide the following resources or task deliverables
•Create a User Acceptance Test Plan with scenario based test scripts to include end-to-end system and
client business process functionality, system workflow, system configuration, data migration, interfaces,
reports, etc
•Execute UAT Testing Plan
•Track and document test results
•Written acceptance of System User Acceptance Testing complete via the DSI Deliverable Acceptance
Form
Assumptions and Constraints
•The client will develop a UAT Test Plan
•The client will provide resources for User Acceptance Testing throughout the process
•The client will track and document test results in a mutually agreed format
•DSI will provide resources to address discrepancies
Upon successful completion of UAT Testing, Client will sign a DSI Deliverable Acceptance form, provided by the
DSI Project Manager, to document their acceptance of UAT Testing and acknowledgement that UAT Testing has
been completed successfully
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Project Management / Engagement Management
The Project Manager's primary goal is to deliver the project within defined constraints through planning,
scheduling, and controlling those activities required to achieve the project's objectives and meet customer
expectations.The Project Manager strives to deliver on schedule, within budget, within scope, and at the
desired performance level.
DSI assigns a professional Project Manager and/or a professional Engagement Manager for every consulting
engagement.DSI's Project Management Office ("PMO") and Project Management Methodology provides Project
Managers with a formal framework that is used in initiating, planning, managing (executing, monitoring, and
controlling), and closing DSI's customer projects. DSI's Project Manager will have the primary responsibility for
coordinating all activities for this SOW including scheduling resources, confirming project activities and that all
project deliverable and defined activities are executed within the scope of this SOW. DSI's Project Manager will
serve as the single point of contact for the project related to this SOW.
DSI's Project Management Methodology provides a defined set of phases and deliverables per Project
Management Institute Best Practices which include a series of planning phase activities, including initial
alignment meetings to prepare for the kickoff meeting to enable all project participants to understand the
project scope, project plan, and objectives. The project kickoff meeting will allow all participants to be
introduced, review and understand the delivery methodology, define team roles and responsibilities, review the
communications and risk management plans, review documentation templates, review the SOW and project
schedule. The Executing phase allows DSI Project Managers to direct and manage project progress through task
execution, distribute project related information per the Communications plan, Quality Assurance per the SOW
guidelines, project team development and coaching, and checkpoint meetings to review project progress during
each work week, and weekly status meetings. The Monitoring and Controlling phase provides the DSI PM with
the toolset to manage the triple constraint triangle of scope, cost, and schedule through integrated change
control, quality assurance, deliverable validation, risk monitoring and control, performance monitoring to plan
and schedule, and initiating corrective action measures. In the Closing phase, the Project Manager will verify
product and deliverable acceptance, perform final financial audits, lessons learned, project archive delivery and
updates, and formal project completion acceptance from the customer.
Project Management activities include:
•Project planning and kickoff meetings
•Project schedule developed per SOW tasks, deliverables, and resource assignments
•Status reporting and status meeting
•Continuously communicating, planning, and scheduling updates
•Schedule and budget monitoring, and scope management
•Risk Management planning to continuously identify, analyze, and mitigate risks
•Action Item and decision tracking, as well as resolving and escalating issues
•Quality Control
•Change control management
•DSI project resource management
•Work product completion and deliverable acceptance management
•Project Completion Acceptance execution
Project Timeline
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DSI anticipates commencing this project on a mutually agreeable start date upon receipt of an executed
SOW acceptance page ("Acceptance") found at the conclusion of this document.Within two weeks of the
Orientation Call, the DSI Project Manager will schedule a mutually agreeable date and time for the project kick-
off meeting. As a deliverable of the kick-off meeting, the DSI Project Manager will develop a project schedule to
be shared with the clients' project manager for review and agreement.As a deliverable of the kick-off meeting,
the DSI Project Manager will develop a project schedule to be shared with the clients' project manager for
review and agreement.
The following generic process will be followed for the implementation of this project. Below is a depiction of the
generic process the DSI Project Manager/Engagement Manager will follow for the implementation, DSI reserves
the right to modify this process to reflect the scope of this project.
Professional Services Invoicing / Billing
Invoicing Terms
DSI will generate project invoices when the above product codes are completed for the value of the product
code as shown in the Investment table.
Travel Expenses
Travel expenses are inclusive in Dude Solutions pricing for your project.
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DSI understands there are extenuating circumstances that require a change in scheduling. DSI will make every
attempt to accommodate cancellation/rescheduling requests on an as-needed basis. Rescheduling requests will
be subject to resource availability and every attempt will be made to meet requested timeframes and timelines,
however, no guarantee can be made for requested dates or times. Client accepts that DSI will reschedule based
upon our resources' next availability that meets the project duration requirement to complete the scope of
work.
Cancellation Policy
Cancellation and Rescheduling requests will be managed per the below policy:
Cancellation/Rescheduling Fees: In the event that the Client requests to reschedule their onsite work date(s),
Client must reschedule 14 days in advance of the scheduled onsite work. Any requests for rescheduling onsite
work within the 14-day window prior to the scheduled onsite date, will require the Client to reimburse DSI the
full cost of any Cancellation Fees and Re-booking Fees incurred.
Definitions:
•Cancellation Fees:Any actual fees incurred by DSI from its travel providers which are the result of the
Client canceling work for scheduled date(s) which are not immediately rescheduled, including, but not
limited to fees charged for airfare, train, rental car, and hotel.
•Re-booking Fees:Any change fees associated with changing travel arrangements to accommodate a
rescheduled date requested by Client including, but not limited to, any difference in reasonable travel
costs (airfare increase, hotel increase, rental car increase) incurred when re-booking for requested
dates.
•Force Majeure:Client will not be held liable for Cancellation or Re-booking Fees incurred by DSI as a
result of an act of God, such as an earthquake, hurricane, tornado, flooding, winter super storm, winter
weather that shuts down a facility, or other natural disaster, or in the case of war, action of foreign
enemies, terrorist activities, labor dispute or strike, government sanction, blockage, embargo, or failure
of electrical service within a facility's power grid.
DSI Project Team Roles and Responsibilities
The roles listed below comprise the DSI team supporting this project. The team brings a wealth of experience
and knowledge that will provide you with the highest caliber of expertise, thought leadership, and project
management.Due to the size and scope of the project, one person may play multiple roles, to be determined by DSI
as appropriate.
•Senior Implementation Consultant:The Senior Technical Consultant ("STC") will develop and deploy
the solution and ensure that it meets the business requirements for the project. The STC's goal is to
deliver a responsive system that complies with the functional specification. The STC defines, designs,
and implements the features or products that meet the client's functional expectations.
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•Implementation Consultant:The Implementation Consultants ("IS") primary role is to provide project
implementation support by setting up a client's account, performing system configuration as defined in
the scope of the project, creating/modifying templates as defined in the scope of the project, and
creating or modifying standard or custom reports as defined in the scope of the project or requirements
discovered during requirements gathering sessions.
•Project Manager / Engagement Manager:The Project Manager's ("Project Manager" or "PM") /
Engagement Manager's ("Engagement Manager" or "EM") primary role is to deliver the project within the
project's defined constraints through planning, scheduling, monitoring progress, controlling scope, and
managing client expectations. The PM/EM manages the process to release the correct product on
schedule and within budget.
Project Assumptions and Constraints
DSI has made the following general assumptions in this SOW to derive the estimated cost for this project. It is
the responsibility of City Of La Quinta to validate these assumptions and responsibilities before signing the
Acceptance. Deviations from these assumptions may impact DSI's ability to successfully complete the project
and will be addressed via a CCA process, as appropriate. Any changes in scope, schedule, or costs will be
documented via the CCA process, whether there is a cost impact or not. Zero dollar CCA's will be used as
mutual agreement documentation for scope and schedule changes.
Project Assumptions
•Client business stakeholders must be available for onsite visits and working phone conversations.
•DSI resources will be onsite as planned and scheduled.
•Prerequisite data gathering, related to an orientation call or requirements gathering session onsite,
must be completed prior to scheduled onsite or orientation call date in order to maximize onsite
consulting time and resource productivity.
•DSI is not responsible for delays caused by missing data or other configuration information that is
required to be available prior to the onsite visit. Having the requested data and configuration
information available prior to the onsite visit may minimize delays so progress can be made quickly.
•Regarding requested enhancements or new feature development, the request will be fully documented
and delivered to the DSI software engineering team for review for product inclusion, definition,
development, prioritization, and sprint release development and confirmation.
General, Administrative, and Cost
•DSI must be in receipt of this SOW, signed by an authorized Client representative, prior to initiation of
services including orientation calls or onsite visits.
•As applicable, designated deliverables must be approved in writing using the DSI Deliverable Acceptance
form.
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•Upon satisfactory completion of project, Client must provide project sign-off using the DSI Project
Completion Acceptance form.
•DSI is not responsible for delays caused by Client, its contractors, or any third party vendors or third
party service providers.
•All project documentation will be prepared in DSI standard format in Microsoft Word, Excel, PowerPoint,
Project, Visio, and/or PDF.
•This document could include technical inaccuracies and/or typographical errors.
•Any request by City Of La Quinta to modify the scope of work, schedule, or costs will require
preparation of a CCA form detailing the work to be performed, as well as the associated costs. Additional
work will be performed only after both parties have duly executed the CCA. Scope of work changes will
impact the project schedule which will be updated to reflect such changes upon CCA approval.
•All on-site work will be conducted at Client's physical location. As required, appropriate Client personnel
will be made available either at that location or via alternate means (e.g., conference call) for in-person
meetings, tours, and ad-hoc meetings with appropriate personnel for additional fact finding, data
gathering, and reiteration demos.
Client's Support
•Client will provide the needed input, resources, and documentation to support the tasks contained
herein.
•Client will assign a project manager/leader to coordinate activities, reviews, and the collection of
information in support of this project and to act as a point of contact.
•Client team members will be identified and be part of the decision-making process as it relates to
changes in process, applications, technology, etc.
•Client will provide assistance in the development of functional requirements and will confirm those
requirements meet the project's overall business objective.
•Client business and technical staff must be available for team workshops, requirements gathering, data
gathering, and/or consulting sessions.
•Client will be responsible for scheduling and coordinating all meetings and interviews involving other
teams, departments, jurisdictions, management teams, or other necessary resources required for the
success of this project.
•Client will provide access to resources in a manner consistent with the proposed schedule and provide
suitable designees in the absence of required resources.
•Client will provide adequate working facilities (i.e., desk, computer, telephone, contractor identification,
access badge, parking pass, etc.) for DSI to perform any portion of this project that must be conducted
at Client's facility and access to all applicable software, databases, tools, and systems at their facilities.
•Client will ensure that the consultant(s) are granted access to the facilities and/or systems required to
conduct the necessary work defined in this SOW.
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•Client will provide a knowledgeable Escort for data gathering, requirements gathering, tours, and access
to restricted personnel as necessary.
•A minimum of 24-hour notice if all minimum required members for any scheduled meeting cannot
attend the meeting. This will allow the meeting coordinator sufficient time to cancel or re-schedule the
meeting.
•Advance notice if there is to be any additional incurred travel expenses above and beyond the contract.
DSI will confirm approval of all travel dates and expenses in email from the appropriate project sponsors
prior to being on site.
Client Engagement Responsibilities
The below table demonstrates the anticipated client engagement responsibilities and level of effort
involvement to ensure the success of the project.
Role Time
(% FTE)Responsibilities
Implementation Project Lead 30-40%
•Serve as primary Person of Contact
•Work with Dude PM to plan and schedule client
resources
•Manage the scope of the paid services in SOW
•Coordinate Client staff assignments
•Manage Client activities to meet schedule
commitments
•Mitigate all implementation risks
•Define requirement/layouts of reports
purchased
•Identify requirements for any connectors
purchased
•Sign-off on completion of all implementation
services delivered
Subject Matter Experts (Multiple)40-60%
•Attend Implementation/configuration meetings
•Define and provide input into configuration
•Attend User Acceptance and validation Training
•Validate data and configuration
•Develop UAT Test Scripts
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IT Lead 5-10%
•Manage infrastructure changes to support
SmartGov
•Provide the data to be migrated from systems
•Mitigate any technical issues
•Coordinate technical assignments required to
implement
•SMARTConnectors, including GIS and parcel data
Data Validator / UAT Testing 20-30%
•Validate all data migrated
•Comprehend the data in the prior system and
how it translates to Community Development
•Verify the data that was validated
•Participate in UAT Testing, execute test scripts and
provide feedback
System Administrator 10-15%
•Manage SmartGov Configuration
•Create user accounts
•Handle user access/privileges
•Reset passwords
•Supervise organization information changes
•Regulate system values
•Customize attributes
•Generate ad hoc reports
•Support internal usage of SmartGov
Training Coordinator 10%
•Manage data within SmartGov, specifically:
•Accreditations
•Task lists
•Training Tracks
•Assessments
•Training Items
•Training Location (conference room, off-site,
etc.)
User Case-by-Case
•Participate in SmartGov training
•Participate in UAT Testing, execute Test Scripts
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Change Control Authorization Process
In order to maintain a positive relationship with our clients and to complete all services and deliverables of a
project on a timely basis, all facets of the project must be agreed upon, and any changes to the project must be
requested and evaluated for impacts. Change control is an essential mechanism to monitor and document all
project changes and deviations from the original scope and objectives of the project. All project changes must
be requested via the project CCA process. The basic steps for a change are:
•The client team or DSI team discovers a need to change the project.
•The authorized client project manager or DSI Project Manager is notified and a CCA is initiated.
•The written project change request is reviewed by all necessary parties and either accepted or rejected.
•If rejected, the change request is maintained in the project file for reference purposes.
•If the written change request is accepted, then:
•All necessary signatures are recorded on the change request
•All affected documentation is revised to reflect the change(s)
•Any adjustments to schedule, scope, and/or cost are made to the overall project plan
•Signatures are required for all change requests
•Copies of the official approved and signed CCA are forwarded to the customer project manager and DSI
Project Manager for the documentation archive. DSI will forward a copy to the Project Accounting Team
in the office to update the project information and budget (if necessary).
Change Control Authorizations Process Steps
Step Type Description
1 Request
A request is made for a change to the agreed upon scope baseline. The request
may be internally or externally generated, must be formally written and
communicated to the project manager, and may have been prompted by any
number of reasons or events.
2 Evaluate
The project manager facilitates an evaluation to confirm that the requested
change is in fact a change to the agreed upon scope baseline. If so, the project
manager implements the request as described below.
3 Assess
If the request is in fact a change to the scope baseline, the project manager
assesses the impact on project schedule, budget and work products, using a
similar approach as the original project planning process, utilizing team member
expertise as needed.
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4 Document
The project manager documents the project impact and other critical
information in a CCA form. A summary of the change is recorded in a change
order log. This log is required, and is a very useful tracking tool, and is included
in the project status report.
5 Decide
The change order is presented to the project's governing authority, typically a
steering committee, stakeholder's, or equivalent. In some cases, the project may
have a separate change management board to process change requests. The
governing authority decides whether or not to implement the change, and
obtains approval for any needed additional resources (if it does not itself have
the authority to authorize resource changes).
6 Incorporate
The project manager incorporates changes into the project's scope baseline in
the form of such artifacts as contracts, statements of work, project plans,
requirements and design documents per the approved CCA document.
7 Implement The project team implements the changes.
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Proposal terms
•Proposal has been prepared for City Of La Quinta ("Subscriber")
•Proposal expires in sixty (60) days
•Initial Term: 12 months
Order Form terms
•This Order Form and its Services are governed by the terms of the Dude Solutions, Inc. Subscription
Agreement found at https://www.dudesolutions.com/terms (https://www.dudesolutions.com/terms)
("Terms"), unless Subscriber has a separate written agreement executed by Dude Solutions, Inc. ("DSI")
for the Services, in which case the separate written agreement will govern. Acceptance is expressly
limited to these Terms.Any additional or different terms proposed by Subscriber (including, without
limitation, any terms contained in any Subscriber purchase order) are objected to and rejected and will
be deemed a material alteration hereof.
•Acceptance of this Order Form on behalf of a company or legal entity represents that you have authority
to bind such entity and its affiliates to the order, terms and conditions herein. If you do not have such
authority, or you do not agree with the Terms set forth herein, you must not accept this Order Form and
may not use the Service.
•The Effective Date of the Agreement between Subscriber and DSI is the date Subscriber accepts this
Order Form.
Additional information
•DSI fees do not include any taxes, levies, duties, or similar government assessments for which
Subscriber may be responsible. Tax exemption certifications can be sent to
accountsreceiveable@dudesolutions.com (mailto:accountsreceiveable@dudesolutions.com).
•Billing frequency other than annual is subject to additional processing fees.
•Please reference Q-211364 on any applicable purchase order; address purchase order to: Dude
Solutions, 11000 Regency Parkway, Suite 400, Cary, NC 27518
•Dude Solutions, Inc. maintains the necessary liability coverage for its products and professional services.
Proof of insurance can be provided upon request.
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Signature
Presented to:
Q-211364
December 09, 2020, 2:54:46 PM
Accepted by:
Printed Name
Signed Name
Title
Date
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4. List of Complimentary Services
List of Complementary Services Offered by Proposer along with Corresponding
Prices
Our Complimentary Services Includes:
Training:
We have developed a library of content, including help videos, PDF quick step guides, and FAQs, tailored to
the roles your staff and end users will have. This content facilitates training and adoption of the new
software by your team.
Product help documentation is provided under the HELP link in all Dude Solutions products. Any revisions
made to product documentation and training materials is free. Clients can review all updates and
enhancements via the Product Release Notes page on the help site.
Dude Solutions offers free, unlimited Virtual Classroom Training (VCTs) easily accessed from the Online
Help Website, as well. VCTs refer to web conference sessions to review account setup, configuration,
and training. VCTs provide a world class training experience that engages our clients via virtual, interactive
sessions or workshops. These classes foster an environment of peer to peer collaboration, best practice
discussions, and reinforce client knowledge with purposeful activities. Some of our classes may be appropriate
for your end-users, but most are geared toward Administrative users.
Support: Telephone, E-mail, and Live Chat within the System
From the moment you start as a client, you’ll have a dedicated representative there to help you every step of
the way. And, that support doesn’t stop when implementation is complete. As a Dude client, you will receive
unlimited training and technical support for the duration of your subscription term.
Your primary support will come directly from our headquarters in Cary, North Carolina. Our policies require
that our toll-free technical support hotline be answered before the third ring. You’ll always reach a live
representative when you call, and we answer 98% of all email questions within one hour. We also aim to
resolve our clients’ issues within two hours. And, there are never any additional charges or support contracts
involved. Whether you have technical questions, need advice, need to get a new hire trained, or need to
quickly run a report before your upcoming board meeting, help is only a call, e-mail or chat away.
Lifetime support for all active product subscriptions includes:
• Toll-free telephone support by dialing (877) 655-3833, Monday to Friday 8:00 AM – 6 PM ET
• Friendly representatives will answer the phone within 3 rings and direct you to a knowledgeable team
member who can help
• Send us an email – we answer 98% of our support emails within 1 hour
• Reach us instantly through our software with live chat during business hours
• Best practices webinars and podcasts which share new trends, popular reports, and tips
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• Training review webcasts are a great resource for clients who need a refresher after their initial
training, or for new employees that could benefit from a training session
Dude Solutions provides 99.9% system availability and uptime during business hours (6:00 AM ET to 10:00
PM ET; Monday through Friday).
Dude Solutions uses commercially reasonable efforts to make the Services available 99.9% of the time during
business hours and 99.5% of the time on a 24x7 basis. Availability will be calculated on a monthly basis.
Regular system maintenance is performed weekly during non-business hours (10 pm ET to 6:00 am ET;
Monday through Friday). Regular system maintenance can result in brief interruptions to system availability
(but still maintaining the overall 99.5% 24x7 availability target).
Dude Solutions is transparent regarding our systems availability. We publicly post our availability site
(http://status.dudesolutions.com/) to provide customers with access to our historical availability metrics and
real-time status.
Unlimited Data Migration
Dude Solutions has worked with thousands of organizations to provide formal Data Migration and Import
services that populate our software applications with their historical work order data. The City of La Quinta
will have unlimited Data Migration. These services allow you to take advantage of the historical reporting and
benchmarking capabilities of your new solutions.
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5. Staffing and Project Organization
Staffing and Project Organization
The roles listed below comprise the Dude Solutions implementation team supporting this project. The team
brings a wealth of experience and knowledge that will provide you with the highest caliber of expertise,
thought leadership, and project management. Due to the size and scope of the project, one person may play
multiple roles, to be determined by Dude Solutions as appropriate.
Project
Manager/Project
Coordinator
Your Project Manager or Project Coordinator (PM/PC) is your main point of
contact and acts as a project manager for your implementation. The PM/PC’s
focus is to be a liaison between the client, implementation specialists, internal data
services team, sales, client service representatives, professional services, and third-
party service providers.
Responsibilities
• Works with client to establish goals, processes, launch dates, and to
develop a project timeline
• Monitors project status for stalled and/or at-risk implementations and
provides recommendations to client for re-engagement
• Work with 3rd party vendors to coordinate the delivery of services and
software implementation
• Guide client with best practices, training options, documentation and
recommendations for services to achieve successful outcomes
• Assists clients and vendors with questions and/or problems with
products and services
Implementation
Specialist
The Implementation Consultants ("IS") primary role is to provide project
implementation support by setting up a client's account, performing system
configuration as defined in the scope of the project, creating/modifying templates
as defined in the scope of the project, and creating or modifying standard or
custom reports as defined in the scope of the project or requirements discovered
during requirements gathering sessions.
Responsibilities
• Set up client's account
• Perform system configuration as defined in the scope of the project
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• Create/modify templates as defined in the scope of the project
• Create or modify standard and/or custom reports as defined in the scope
of the project or requirements discovered during requirements gathering
sessions
Senior Technical
Consultant
The Senior Technical Consultant ("STC") will develop and deploy the solution
and ensure that it meets the business requirements for the project.
Responsibilities
• Deliver a responsive system that complies with the functional
specification.
• Define, design, and implement the features or products that meet the
client's functional expectations
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Your SmartGov implementation team is characterized in this organizational chart. Employees with darker
blue boxes will be directly involved in your implementation process. These employees have experience
ranging from two to 20 years with SmartGov.
Dude Solutions assigns implementation team members based on availability, suitability, and capacity. We
ensure that all implementation personnel are rigorously trained and given adequate support to complete your
product launch.
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6. Subcontracting Services
Subcontracting any portion(s) of the Scope of Services is not preferable; however,
if a proposer can demonstrate to the City’s satisfaction that is in the best interest of
the project to permit a portion of the service(s) to be subcontracted by the
proposer, it may be considered. Provide details on the role of any subcontractor
that will be used. Assignment is prohibited.
Not Applicable.
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7. Disclosures
Disclosure of any alleged significant prior or ongoing agreement failure, any civil or
criminal litigation or investigation pending, which involved the proposer or in which
the proposer has been judged guilty or liable within the last five (5) years. If there
is no information to disclose, proposer must affirmatively state there is no negative
history.
Dude Solutions, Inc. has no past or present litigation, suspension or debarment.
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8. Acknowledgement of Insurance Requirements
(Attachment 2)
Proposals must include a written statement that, if selected, the proposer will
provide the minimum insurance coverage and indemnification noted in Exhibits E
and F, respectively, of the City’s Agreement for Contract Services included as
Attachment 1.
Dude Solutions, Inc. maintains an umbrella clause for all Insurance Coverage and can meet your minimum
coverage requirements with few exceptions. Please see attached comments/redlines for those exceptions
which are also listed within our response exceptions in the Additional Attachments Section at the end of this
document.
Dude Solutions appreciates the opportunity to discuss the Insurance Requirements upon award.
Page 4 of 16
damages caused by any release of the information. If a request for public r ecords for
labeled information is received by the City, the City will notify the proposer of the request
and delay access to the material until seven working days after notification to the
proposer. Within that time delay, it will be the duty of the propo ser to act in protection
of its labeled information. Failure to so act will constitute a complete waiver.
14.2 Confidential Information:
Evaluation scores, weight factors, and negotiation notes are confidential and will not be
released or retained [California Government Code §6254(a)].
14.3 Public Information:
All proposals will be opened on December 15, 2020 and will be made available to the
public upon request. By submitting a proposal, the proposer acknowledges and accepts
that the content of the proposal and associated documents will become open to public
inspection. The final, executed agreement will be a public document. Proposals and other
information will not be returned.
15. PROPOSAL PREPARATION COSTS
Any costs incurred in the preparation of a proposal, preparation of changes or additions
requested by the City, presentation to the City, travel in conjunction with such presentations, or
samples of items, shall be entirely the responsibility of the proposer.
16. INSURANCE REQUIREMENTS and ACKNOWLEDGEMENT
Proposals must include a completed “Insurance Requirements Acknowledgment” form included
as Attachment 2 stating that, if selected, the proposer will provide the minimum insurance
coverage and indemnification noted in Exhibits E and F, respectively, of the City’s Agreement for
Contract Services.
Commercial General Liability (at least as broad as ISO CG 0001)
$1,000,000 (per occurrence); $2,000,000 (general aggregate)
Must include the following endorsements:
General Liability Additional Insured
General Liability Primary and Noncontributory
Commercial Auto Liability (at least as broad as ISO CA 0001)
$1,000,000 (per accident)
Personal Auto Declaration Page if applicable
Errors and Omissions Liability $1,000,000 (per claim and aggregate)
Worker’s Compensation (per statutory requirements)
Must include the following endorsements:
Worker’s Compensation Waiver of Subrogation
Worker’s Compensation Declaration of Sole Proprietor if applicable
Cyber Liability
$1,000,000 (per occurrence)
$2,000,000 (general aggregate)
17. NON-COLLUSION AFFIDAVIT
Exhibit E
Page 1 of 7
Exhibit E
Insurance Requirements
E.1 Insurance. Prior to the beginning of and throughout the duration of
this Agreement, the following policies shall be maintained and kept in full force
and effect providing insurance with minimum limits as indicated below and
issued by insurers with A.M. Best ratings of no less than A-VI:
Commercial General Liability (at least as broad as ISO CG 0001)
$1,000,000 (per occurrence)
$2,000,000 (general aggregate)
Must include the following endorsements:
General Liability Additional Insured
General Liability Primary and Non-contributory
Commercial Auto Liability (at least as broad as ISO CA 0001)
$1,000,000 (per accident)
Personal Auto Declaration Page if applicable
Errors and Omissions Liability
$1,000,000 (per claim and aggregate)
Workers’ Compensation
(per statutory requirements)
Must include the following endorsements:
Workers Compensation with Waiver of Subrogation
Workers Compensation Declaration of Sole Proprietor if applicable
Cyber Liability
$1,000,000 (per occurrence)
$2,000,000 (general aggregate)
Contracting Party shall procure and maintain, at its cost, and submit
concurrently with its execution of this Agreement, Commercial General
Liability insurance against all claims for injuries against persons or damages
to property resulting from Contracting Party’s acts or omissions rising out of
or related to Contracting Party’s performance under this Agreement. The
insurance policy shall contain a severability of interest clause providing that
the coverage shall be primary for losses arising out of Contracting Party’s
performance hereunder and neither City nor its insurers shall be required to
contribute to any such loss. An endorsement evidencing the foregoing and
naming the City and its officers and employees as addition al insured (on the
Commercial General Liability policy only) must be submitted concurrently with
Exhibit E
Page 2 of 7
the execution of this Agreement and approved by City prior to commencement
of the services hereunder.
Contracting Party shall carry automobile liability insura nce of
$1,000,000 per accident against all claims for injuries against persons or
damages to property arising out of the use of any automobile by Contracting
Party, its officers, any person directly or indirectly employed by Contracting
Party, any subcontractor or agent, or anyone for whose acts any of them may
be liable, arising directly or indirectly out of or related to Contracting Party’s
performance under this Agreement. If Contracting Party or Contracting
Party’s employees will use personal autos in any way on this project,
Contracting Party shall provide evidence of personal auto liability coverage for
each such person. The term “automobile” includes, but is not limited to, a
land motor vehicle, trailer or semi-trailer designed for travel on public roads.
The automobile insurance policy shall contain a severability of interest clause
providing that coverage shall be primary for losses arising out of Contracting
Party’s performance hereunder and neither City nor its insurers shall be
required to contribute to such loss.
Professional Liability or Errors and Omissions Insurance as
appropriate shall be written on a policy form coverage specifically designed to
protect against acts, errors or omissions of the Contracting Party and “Covered
Professional Services” as designated in the policy must specifically include
work performed under this agreement. The policy limit shall be no less than
$1,000,000 per claim and in the aggregate. The policy must “pay on behalf
of” the insured and must include a provision establishing the insurer’s duty to
defend. The policy retroactive date shall be on or before the effective date of
this agreement.
Contracting Party shall carry Workers’ Compensation Insurance in
accordance with State Worker’s Compensati on laws with employer’s liability
limits no less than $1,000,000 per accident or disease.
Contracting Party shall procure and maintain Cyber Liability
insurance with limits of $1,000,000 per occurrence/loss which shall include
the following coverage:
a. Liability arising from the theft, dissemination and/or use of
confidential or personally identifiable information; including
credit monitoring and regulatory fines arising from such theft,
dissemination or use of the confidential information.
b. Network security liability arising from the unauthorized use of,
access to, or tampering with computer systems.
Exhibit E
Page 3 of 7
c. Liability arising from the failure of technology products
(software) required under the contract for Consultant to
properly perform the services intended.
d. Electronic Media Liability arising from personal injury, plagiarism
or misappropriation of ideas, domain name infringement or
improper deep-linking or framing, and infringement or violation
of intellectual property rights.
e. Liability arising from the failure to render professional services.
If coverage is maintained on a claims-made basis, Contracting Party shall
maintain such coverage for an additional period of three (3) years following
termination of the contract.
Contracting Party shall provide written notice to City within ten
(10) working days if: (1) any of the required insurance policies is terminated;
(2) the limits of any of the required polices are reduced; or (3) the deductible
or self-insured retention is increased. In the event any of said policies of
insurance are cancelled, Contracting Party shall, prior to the cancellation date,
submit new evidence of insurance in conformance with this Exhibit to the
Contract Officer. The procuring of such insurance or the delivery of policies
or certificates evidencing the same shall not be construed as a limitation of
Contracting Party’s obligation to indemnify City, its officers, employees,
contractors, subcontractors, or agents.
E.2 Remedies. In addition to any other remedies City may have if
Contracting Party fails to provide or maintain any insurance policies or policy
endorsements to the extent and within the time herein required, City may, at
its sole option:
a. Obtain such insurance and deduct and retain the amoun t of the
premiums for such insurance from any sums due under this Agreement.
b. Order Contracting Party to stop work under this Agreement
and/or withhold any payment(s) which become due to Contracting Party
hereunder until Contracting Party demonstrates compliance with the
requirements hereof.
c. Terminate this Agreement.
Exercise of any of the above remedies, however, is an alternative to
any other remedies City may have. The above remedies are not the exclusive
remedies for Contracting Party’s failure to maintain or secure appropriate
Exhibit E
Page 4 of 7
policies or endorsements. Nothing herein contained shall be construed as
limiting in any way the extent to which Contracting Party may be held
responsible for payments of damages to persons or property resulting from
Contracting Party’s or its subcontractors’ performance of work under this
Agreement.
E.3 General Conditions Pertaining to Provisions of Insurance Coverage
by Contracting Party. Contracting Party and City agree to the following with
respect to insurance provided by Contracting Party:
1. Contracting Party agrees to have its insurer endorse the third
party general liability coverage required herein to include as additional
insureds City, its officials, employees, and agents, using standard ISO
endorsement No. CG 2010 with an edition prior to 1992. Contracting Party
also agrees to require all contractors, and subcontractors to do likewise.
2. No liability insurance coverage provided to comply with this
Agreement shall prohibit Contracting Party, or Contracting Party’s emp loyees,
or agents, from waiving the right of subrogation prior to a loss. Contracting
Party agrees to waive subrogation rights against City regardless of the
applicability of any insurance proceeds, and to require all contractors and
subcontractors to do likewise.
3. All insurance coverage and limits provided by Contracting Party
and available or applicable to this Agreement are intended to apply to the full
extent of the policies. Nothing contained in this Agreement or any other
agreement relating to City or its operations limits the application of such
insurance coverage.
4. None of the coverages required herein will be in compliance with
these requirements if they include any limiting endorsement of any kind that
has not been first submitted to City and approved of in writing.
5. No liability policy shall contain any provision or definition that
would serve to eliminate so-called “third party action over” claims, including
any exclusion for bodily injury to an employee of the insured or of any
contractor or subcontractor.
6. All coverage types and limits required are subject to approval,
modification and additional requirements by the City, as the need arises.
Contracting Party shall not make any reductions in scope of coverage (e.g.
elimination of contractual liability or reduction of discovery period) that may
affect City’s protection without City’s prior written consent.
Exhibit E
Page 5 of 7
7. Proof of compliance with these insurance requirements, consisting
of certificates of insurance evidencing all the coverages required and an
additional insured endorsement to Contracting Party’s general liability policy,
shall be delivered to City at or prior to the execution of this Agreement. In
the event such proof of any insurance is not delivered as required, or in the
event such insurance is canceled at any time and no replacement coverage is
provided, City has the right, but not the duty, to obtain any insurance it deems
necessary to protect its interests under this or any other agreement and to
pay the premium. Any premium so paid by City shall be charged to and
promptly paid by Contracting Party or deducted from sums due Contracting
Party, at City option.
8. It is acknowledged by the parties of this agreement that all
insurance coverage required to be provided by Contracting P arty or any
subcontractor, is intended to apply first and on a primary, non -contributing
basis in relation to any other insurance or self -insurance available to City.
9. Contracting Party agrees to ensure that subcontractors, and any
other party involved with the project that is brought onto or involved in the
project by Contracting Party, provide the same minimum insurance coverage
required of Contracting Party. Contracting Party agrees to monitor and review
all such coverage and assumes all responsibility f or ensuring that such
coverage is provided in conformity with the requirements of this section.
Contracting Party agrees that upon request, all agreements with
subcontractors and others engaged in the project will be submitted to City for
review.
10. Contracting Party agrees not to self-insure or to use any self-
insured retentions or deductibles on any portion of the insurance required
herein (with the exception of professional liability coverage, if required) and
further agrees that it will not allow any cont ractor, subcontractor, Architect,
Engineer or other entity or person in any way involved in the performance of
work on the project contemplated by this agreement to self-insure its
obligations to City. If Contracting Party’s existing coverage includes a
deductible or self-insured retention, the deductible or self -insured retention
must be declared to the City. At that time the City shall review options with
the Contracting Party, which may include reduction or elimination of the
deductible or self-insured retention, substitution of other coverage, or other
solutions.
11. The City reserves the right at any time during the term of this
Agreement to change the amounts and types of insurance required by giving
the Contracting Party ninety (90) days advance written notice of such change.
If such change results in substantial additional cost to the Contracting Party,
Exhibit E
Page 6 of 7
the City will negotiate additional compensation proportional to the increased
benefit to City.
12. For purposes of applying insurance coverage only, this Agreement
will be deemed to have been executed immediately upon any party hereto
taking any steps that can be deemed to be in furtherance of or towards
performance of this Agreement.
13. Contracting Party acknowledges and agrees that any actual or
alleged failure on the part of City to inform Contracting Party of non -
compliance with any insurance requirement in no way imposes any additional
obligations on City nor does it waive any rights hereunder in this or any other
regard.
14. Contracting Party will renew the required coverage annually as
long as City, or its employees or agents face an exposure from operations of
any type pursuant to this agreement. This obligation applies whether the
agreement is canceled or terminated for any reason. Termination of this
obligation is not effective until City executes a written statement to that effect.
15. Contracting Party shall provide proof that policies of insurance
required herein expiring during the term of this Agreement have been renewed
or replaced with other policies providing at least the same coverage. Proof
that such coverage has been ordered shall be submitted prior to expiration.
A coverage binder or letter from Contracting Party’s insurance agent to this
effect is acceptable. A certificate of insurance and an additional insured
endorsement is required in these specifications applicable to the renewing or
new coverage must be provided to City within five (5) days of the expiration
of coverages.
16. The provisions of any workers’ compensation or similar act will not
limit the obligations of Contracting Party under this agreement. Contracting
Party expressly agrees not to use any statutory immunity defenses under such
laws with respect to City, its employees, officials, and agents.
17. Requirements of specific coverage features, or limits contained in
this section are not intended as limitations on coverage, limits or other
requirements nor as a waiver of any coverage normally provided by any given
policy. Specific reference to a given coverage feature is for purposes of
clarification only as it pertains to a given issue and is not intended by any
party or insured to be limiting or all -inclusive.
18. These insurance requirements are intended to be separate and
distinct from any other provision in this Agreement and are intended by the
parties here to be interpreted as such.
Exhibit E
Page 7 of 7
19. The requirements in this Exhibit supersede all other sections and
provisions of this Agreement to the extent that any other section or provision
conflicts with or impairs the provisions of this Exhibit.
20. Contracting Party agrees to be responsible for ensuring that no
contract used by any party involved in any way with the project reserves the
right to charge City or Contracting Party for the cost of additional insurance
coverage required by this agreement. Any such provisions are to be deleted
with reference to City. It is not the intent of City to reimburse any third party
for the cost of complying with these requirements. There shall be no recourse
against City for payment of premiums or other amounts with respect thereto.
21. Contracting Party agrees to provide immediate notice to City of
any claim or loss against Contracting Party arising out of the work performed
under this agreement. City assumes no obligation or liability by such notice,
but has the right (but not the duty) to monitor the handling of any such claim
or claims if they are likely to involve City.
86
9. Non-Collusion Affidavit (Attachment 3)
Proposals must include an executed Non-Collusion Affidavit, included as Attachment
3, executed by an official authorized to bind the firm.
Page 15 of 16
ATTACHMENT 3
NON-COLLUSION AFFIDAVIT FORM
Must be executed by proposer and submitted with the proposal
I, ________________________________________ (name) hereby declare as follows:
I am _________________________________ of ______________________________,
(Title) (Company)
the party making the foregoing proposal, that the proposal is not made in the interest of,
or on behalf of, any undisclosed person, partnership, company, association, organization,
or corporation; that the proposal is genuine and not collusive or sham; that the proposer
has not directly or indirectly induced or solicited any other proposer to put in a false or
sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed
with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain
from proposing; that the proposer has not in any manner, directly or indirectly, sought by
agreement, communication, or conference with anyone to fix the proposal price of the
proposer or any other proposer, or to fix any overhead, profit, or cost element of the
proposal price, or of that of any other proposer, or to secure any advantage against the
public body awarding the agreement of anyone interested in the proposed agreement;
that all statements contained in the proposal are true; and, further, that the proposer has
not, directly or indirectly, submitted his or her proposal price or any breakdown thereof,
or the contents thereof, or divulged information or data relative hereto, or paid, and will
not pay, any fee to any corporation, partnership, company, association, organization,
proposal depository, or to any member or agent thereof to effectuate a collusive or sham
proposal.
I declare under penalty of perjury under the laws of the State of California that the
foregoing is true and correct.
Proposer Signature: __________________________________________________
Proposer Name: __________________________________________________
Proposer Title: __________________________________________________
Company Name: __________________________________________________
Address: __________________________________________________
Dude Solutions, Inc.
Kelly Caputo, Esq.
General Counsel
Kelly Caputo, Esq.
General Counsel
Dude Solutions, Inc.
11000 Regency Pkwy / Suite 400 Cary, NC 27518
DocuSign Envelope ID: BB9E7391-9EEA-42FB-ACD2-3064D21DBA22
87
10. Acknowledgement of Addenda (Attachment 4)
If any addendum/addenda are issued, the proposer shall initial the
Acknowledgement of Addenda, included as Attachment 4.
88
11. Conflict of Interest Statement
The City requires a Statement of Economic Interest (Form 700) to be filed by any
proposer who is involved in the making of decisions which may have a foreseeable
material effect on any City financial interest pursuant to the City’s Conflict of
Interest Cod e and the California Political Reform Act of 1974.
Not Applicable.
Page 16 of 16
ATTACHMENT 4
ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA
Must be executed by proposer and submitted with the proposal;
If no addenda has been issued, mark “N/A” under Addendum No. indicating
Not Applicable and sign
ADDENDUM NO. SIGNATURE INDICATING RECEIPT
1
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Additional Attachments
Legal Considerations
Dude Solutions, Inc. (DSI) makes its commercial software as a service (SaaS) solutions available under the
terms of the DSI online subscription agreement (OSA) and a copy is attached for reference. In the event DSI
is awarded the contract, we would request the use of the DSI OSA as the governing agreement for our SaaS
solution. If City of La Quinta has a standard agreement, then DSI would request the incorporation of the
OSA into the City of La Quinta agreement.
CONFIDENTIAL Rev. 2019-08
SUBSCRIPTION AGREEMENT
This Online Subscription Agreement (this “Agreement”) shall govern Subscriber’s (as defined below) access
and use of the Service (as defined below) provided by Dude Solutions, Inc. (together with its affiliates, successors and
assigns, “DSI”). BY ACCEPTING THIS AGREEMENT, EITHER BY CLICKING A BOX INDICATING ACCEPTANCE, BY
EXECUTING AN ORDER FORM THAT REFERENCES THIS AGREEMENT OR BY OTHERWISE ACCESSING AND USING THE
SERVICE, YOU AGREE TO THE TERMS OF THIS AGREEMENT. AS A RESULT, PLEASE READ ALL THE TERMS AND
CONDITIONS OF THIS AGREEMENT CAREFULLY.
IF YOU ARE ENTERING INTO THIS AGREEMENT ON BEHALF OF A COMPANY OR OTHER LEGAL ENTITY, YOU
REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY AND ITS AFFILIATES TO THE TERMS AND
CONDITIONS OF THIS AGREEMENT, IN WHICH CASE THE TERMS “YOU” OR “YOUR” SHALL REFER TO SUCH ENTITY AND
ITS AFFILIATES. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT AGREE WITH THE TERMS AND
CONDITIONS SET FORTH HEREIN, YOU MUST NOT ACCEPT THIS AGREEMENT AND MAY NOT USE THE SERVICE.
Section 1.0 Definitions
As used in this Agreement, the following terms shall have the meanings set forth below:
1.1 “Access Credentials” means any user name, identification number, password, license or security key,
security token, PIN or other security code, method, technology or device used, alone or in combination, to verify an
individual’s identity and authorization to access and use the Service.
1.2 “Account” means Subscriber’s specific account where Subscriber subscribes to access and use Service(s).
1.3 “Account User” means each employee, consultant and contractor of Subscriber that has been granted
Access Credentials.
1.4 “Affiliate” means, with respect to any legal entity, any other legal entity that (i) controls, (ii) is controlled
by or (iii) is under common control of such legal entity. A legal entity shall be deemed to “control” another legal entity
if it has the power to direct or cause the direction of the management or policies of such legal entity, whether through
the ownership of voting securities, by contract, or otherwise.
1.5 “Annual Fee” means the annual fee invoiced to Subscriber by DSI (or its sales agent) prior to the Initial
Term and each applicable Renewal Term, which is required to be paid in order for Subscriber to be permitted to access
and use the Service and, if Subscriber purchases a Connector Toolkit, the API.
1.6 “API Toolkit” or “API” means DSI’s proprietary application programming interface and any accompanying
or related documentation, software libraries, software tools, published specifications, and other materials, as
amended from time-to-time in DSI’s sole discretion.
1.7 “Beta Services” means DSI Services or functionality that may be made available to Subscriber to try at its
option at no additional charge that is clearly designated as beta, pilot, limited release, early adoption, non-production,
sandbox, evaluation or a similar description.
1.8 “Connector Toolkit” means DSI’s add-on module that (i) enables DSI’s Subscribers to integrate
(import/export) Subscriber Data with the Service in batch-mode or real-time, and (ii) consists of the “Connecter Tool”,
which is a client-side executable program installed locally on Subscriber’s computer, and the API.
1.9 “Confidential Information” means any non-public information and/or materials disclosed in writing or
orally by a party under this Agreement (the “Disclosing Party”) to the other party (the “Receiving Party”), which (i) is
designated in writing as confidential at the time of disclosure, or (ii) with respect to non-public information disclosed
orally, the Disclosing Party sends the Receiving Party a written notice to Receiving Party within 15 days after oral
disclosure identifying the non-public information that was disclosed as its confidential information, including when,
where, how and to whom such non-public information was disclosed. For avoidance of doubt, DSI’s Confidential
CONFIDENTIAL 2 Rev. 2020-03
Information shall include the source code, data structure, algorithms and logic of the Applications and
Service. Notwithstanding the foregoing, Confidential Information shall not include any information that (i) is or
becomes generally known to the public without breach of any obligation owed to the Disclosing Party, (ii) was known
to the Receiving Party prior to its disclosure by the Disclosing Party without breach of any obligation owed to the
Disclosing Party, (iii) is received from a Third Party without breach of any obligation owed to the Disclosing Party, or
(iv) was independently developed by the Receiving Party.
1.10 “Content” means all of the audio and visual information, documents, content, materials, products and/or
software contained in, or made available through, the Service.
1.11 “Community Development Services” means the SmartGov, ATS and ASMi software application(s)
subscribed to by Subscriber pursuant to the Agreement, Documentation or Order Form. For avoidance of doubt,
Community Development Services applies only to Subscriber’s production instance and shall exclude all beta and early
adopter programs, user interface (UI) or user experience (UX) changes, feature or functionality improvements, and
enhancements where a workaround exists in production.
1.12 “Documentation” means the user documentation relating to the Service, including but not limited to
descriptions of the functional, operational and design characteristics of the Service.
1.13 “DSI Data” means all data, information and other content provided by or on behalf of DSI Subscribers to
any of the DSI Services.
1.14 “HIPAA” means the Health Insurance Portability and Accountability Act of 1996 (Pub. L. 104-191) and all
regulations promulgated thereunder (45 C.F.R. §§ 160-164), as amended by Subtitle D of the Health Information
Technology for Economic and Clinical Health Act and all regulations promulgated thereunder, as Title XIII of Division
A and Title IV of Division B of the American Recovery and Reinvestment Act of 2009 (Pub. L. 111-5), as amended from
time to time.
1.15 “Implementation, Training and Support Program” or “ITSP” means DSI’s comprehensive implementation,
training and support program provided to DSI’s Subscribers with respect to the Service.
1.16 “Intellectual Property Rights” means all ideas, concepts, designs, drawings, packages, works of
authorship, processes, methodologies, information, developments, materials, inventions, improvements, software,
and all intellectual property rights worldwide arising under statutory or common law, including without limitation, all
(i) patents and patent applications owned or licensable by a party hereto; (ii) rights associated with works of
authorship, including copyrights, copyright applications, copyright registrations, mask work rights, mask work
applications and mask work registrations; (iii) rights related to protection of trade secrets and Confidential
Information; (iv) trademarks, trade names, service marks and logos; (v) any right analogous to those set forth in clauses
(i) through (iv); and (vi) divisions, continuations, renewals, reissues and extensions of the foregoing (as and to the
extent applicable) now existing, hereafter filed, issued or acquired.
1.17 “Order Form” means DSI’s ordering document or online order specifying the Services to be provided
hereunder that is entered into between Subscriber and DSI or its Affiliates, including any addenda and supplements.
Entering into an Order Form, an Affiliate agrees to be bound by the terms of this Agreement as if it were an original
party.
1.18 “Privacy Policy” means the DSI privacy policy, as amended from time-to-time, which can be viewed by
clicking the “Privacy” hypertext link located on www.dudesolutions.com.
1.19 “Service” means DSI’s suite of Software-as-a-Service (SaaS) applications, products and services, as
updated, enhanced or otherwise modified from time-to-time that are ordered by Subscriber on an Order Form or
provided without charge (if applicable) and made available by DSI, including mobile components.
1.20 “Subscriber” means the legal entity identified on the Account.
1.21 “Subscriber Data” means all data, information and other content provided by or on behalf of Subscriber
to the Service, including that which the Account Users input or upload to the Service.
1.22 “Third Party” means a party other than Subscriber or DSI.
CONFIDENTIAL 3 Rev. 2020-03
Section 2.0 Use of the Service and the API; Proprietary Rights
2.1 Use of the Service and the API.
(a) Service Subscription. Subject to the terms of this Agreement (including, without limitation, the
responsibilities, limitations and restrictions set forth in this Section 2.1 and payment of the Annual Fees required
hereunder), (i) DSI shall permit Subscriber’s Account Users to access and use the Service(s) during the Term, including
access and use of all of the Content contained in or made available through the Service(s), (ii) Subscriber shall be
automatically enrolled in the ITSP (Implementation, Training and Support Program), if applicable, and (iii) DSI shall use
commercially reasonable efforts to make available to Subscriber each of the components described in the ITSP, when
applicable. Subscriber agrees that it shall use the Service(s) solely for internal business purposes, and access and use
of the Service(s) and the ITSP shall be limited to Account Users.
(b) API License. Subject to the terms of this Agreement (including, without limitation, the
responsibilities, limitations and restrictions set forth in this Section 2.1 and payment of the Annual Fees required
hereunder), provided that Subscriber is purchasing the right to use the Connector Toolkit, DSI hereby grants to
Subscriber a limited, non-exclusive, non-transferable, revocable license (without the right to sublicense) to use and
make calls to the API solely for the purpose of (i) extracting and transferring Subscriber Data from the Service to other
Third Party applications used by the Subscriber for internal business purposes, and/or (ii) Subscriber’s internal
development efforts to develop applications to work in conjunction with the functionality and capabilities of the
Service purchased by Subscriber (“Subscriber Applications”). Subscriber shall have no right to distribute, license
(whether or not through multiple tiers) or otherwise transfer the API to any Third Party or incorporate the API in any
software, product, or technology.
(c) Account Setup. To subscribe to the Service, Subscriber must establish its Account, which may only
be accessed and used by its Account Users. To setup an Account User, Subscriber must provide DSI (and agree to
maintain, promptly update and keep) true, accurate, current and complete information for such Account User. If
Subscriber or any applicable Account User provides any information that is untrue, inaccurate, not current or
incomplete, DSI has the right to immediately suspend or terminate Subscriber’s Account and usage of the Service and
the API and refuse any and all future use. Each Account User must establish and maintain personal, non-transferable
Access Credentials, which shall not be shared with, or used by, any other Third Party. Subscriber may not transfer an
Account User’s Access Credentials and/or its right to access and use the Service to a different user. Subscriber shall
be solely responsible for any and all activities that occur under its Account, including all acts and omissions of its
Account Users. Subscriber shall notify DSI immediately of any unauthorized use of its Account and/or any other
breach of security of the Service that it suspects or becomes aware of.
(d) Subscriber Responsibilities. Subscriber shall: (i) take appropriate action to ensure that non-Account
Users do not access or use the Service or the API; (ii) ensure that all Account Users comply with all of the terms and
conditions of this Agreement, including the limitations and restrictions set out in Section 2.1(e); (iii) be solely
responsible for the accuracy, integrity, legality, reliability and appropriateness of all Subscriber Data created by
Account Users using the Service; (iv) access and use the Service solely in compliance with the Documentation and all
applicable local, state, federal, and foreign laws, rules, directives and regulations (including those relating to export,
homeland security, anti-terrorism, data protection and privacy); (v) allow e-mail notifications generated by the Service
on behalf of Subscriber’s Account Users to be delivered to Subscriber’s Account Users; and (vi) promptly update and
upgrade its system as requested or required in order to ensure continued performance and compatibility with
upgrades to the Service and/or API Modifications (as defined in Section 2.1(g)). Subscriber shall be responsible for any
breach of this Agreement by Account Users and any access or Use of the Service by persons other than Account Users.
CONFIDENTIAL 4 Rev. 2020-03
(e) Limitations and Restrictions. Subscriber agrees that it shall not, and shall not permit any Third Party
to, directly or indirectly: (i) modify, alter, revise, decompile, disassemble, reverse engineer, create derivative works or
attempt to derive the source code of the Service or the API; (ii) assign, transfer, lease, rent, sublicense, distribute or
otherwise make available the Service or the API, in whole or in part, to any Third Party, including on a timesharing,
software-as-a-service or other similar basis; (iii) share Access Credentials or otherwise allow access or use the Service
or the API to provide any service bureau services or any services on a similar basis; (iv) use the Service or the API in a
way not authorized in writing by DSI or for any unlawful purpose; (v) use the Service or the API to store or transmit
infringing, libelous, or otherwise unlawful or tortious material, or to store or transmit material in violation of Third
Party privacy rights; (vi) attempt to tamper with, alter, disable, hinder, by-pass, override, or circumvent any security,
reliability, integrity, accounting or other mechanism, restriction or requirement of the Service or the API; (vii) remove,
obscure or alter any copyright, trademark, patent or proprietary notice affixed or displayed by or in the Service; (viii)
perform load tests, network scans, penetration tests, ethical hacks or any other security auditing procedures on the
Service or the API; (ix) interfere with or disrupt the integrity or performance of the Service, the API or the data
contained therein; (x) access or use the Service or the API in order to replicate applications, products or services
offered by DSI and/or otherwise build a competitive product or service, copy any features, functions or graphics of
the Service or the API or monitor the availability and/or functionality of the Service or the API for any benchmarking
or competitive purposes; (xi) under any circumstances, through a Third Party application, a Subscriber Application or
otherwise, repackage or resell the Service, the API or any DSI data received via the API; (xii) store, manipulate, analyze,
reformat, print, and display the Content for personal use; and (xiii) upload or insert code, scripts, batch files or any
other form of scripting or coding into the Service;.
(f) Additional Service Guidelines. DSI reserves the right to establish or modify general practices and
limits concerning use of the Service. DSI shall provide at least thirty (30) days’ prior notice of any such
modification. DSI also reserves the right to block IP addresses originating a Denial of Service (DoS) attack. DSI shall
notify Subscriber should this condition exist and inform Subscriber of its action. Once blocked, an IP address shall not
be able to access the Service or the API and the block may be removed once DSI is satisfied corrective action has taken
place to resolve the issue.
(g) API Modifications. DSI may modify, amend, change, or deprecate all or part of the API in its sole
discretion at any time (an “API Modification”). DSI shall use reasonable efforts to provide notice to Subscriber of any
such API Modifications as soon as reasonably practical. Subscriber acknowledges that an API Modification may have
a material adverse effect on any applications utilizing or relying upon the API (including Subscriber Applications),
including but not limited to causing such applications not to operate as designed. DSI shall have no liability of any kind
to Subscriber or any user of such applications with respect to such API Modifications or any adverse effects resulting
from such API Modifications.
(h) Controlled API Usage. DSI may limit or suspend Subscriber’s usage of or access to the API if, in DSI’s
sole discretion, Subscriber or Subscriber’s use of the API are adversely affecting the performance or operation of the
API or the Service. DSI shall use reasonable efforts to provide notice to Subscriber of any such actions as soon as
reasonably practical.
(i) Links to Third Party Websites. To the extent that the Service links to any Third Party website,
application or service, the terms and conditions thereof shall govern Subscriber’s rights with respect to such website,
application or service, unless otherwise expressly provided DSI. DSI shall have no obligations or liability arising from
Subscriber’s access and use of such linked Third Party websites, applications and services.
(j) Beta Services. From time to time, DSI may make Beta Services available to Subscribers at no charge.
Subscriber may choose to try such Beta Services or not in its sole discretion. Use of the Beta Services is at Subscriber’s
CONFIDENTIAL 5 Rev. 2020-03
sole risk and may contain bugs or errors. Subscriber may discontinue use of the Beta Services at any time, in its sole
discretion. Further, DSI may discontinue any and all Beta Services availability at any time in its sole discretion without
notice. NOTWITHSTANDING THE DISCLAIMER OF WARRANTIES IN SECTION 7.2(B) AND INDEMNIFICATION IN SECTION
7.3, BETA SERVICES AND DOCUMENTATION, ARE PROVIDED ON AN “AS-IS” AND “AS AVAILABLE” BASIS, WITHOUT
ANY WARRANTIES OF ANY KIND. PROVIDER EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, WHETHER EXPRESS
OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS
FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. DSI SHALL HAVE NO INDEMNIFICATIN OBLIGATIONS AND
NO LIABILITY OF ANY TYPE WITH RESPECT TO THE BETA SERVICES UNLESS SUCH EXCLUSION IS UNENFORCEABLE
UNDER APPLICABLE LAW IN WHICH CASE DSI’S LIABILITY WITH RESPECT TO THE BETA SERVICES PROVIDED SHALL NOT
EXCEED $500.00.
2.2 Proprietary Rights.
(a) Subscriber acknowledges and agrees that (as between Subscriber and DSI) DSI retains all ownership
right, title, and interest in and to the Service, the API, the Documentation and the Content, including without limitation
all corrections, enhancements, improvements to, or derivative works thereof (collectively, “Derivative Works”), and
in all Intellectual Property Rights therein or thereto. To the extent any Derivative Work is developed by DSI based
upon ideas or suggestions submitted by Subscriber to DSI, Subscriber hereby irrevocably assigns all rights to modify
or enhance the Service and/or the API using such ideas or suggestions or joint contributions to DSI, together with all
Intellectual Property Rights related to such Derivative Works. Nothing contained in this Agreement shall be construed
to convey to Subscriber (or to any party claiming through Subscriber) any Intellectual Property Rights in or to the
Service, the API, the Documentation and the Content, other than the rights expressly set forth in this Agreement.
(b) DSI acknowledges and agrees that (as between Subscriber and DSI) Subscriber retains all ownership
right, title, and interest in and to the Subscriber Data, including all Intellectual Property Rights therein or
thereto. Notwithstanding the foregoing, Subscriber hereby grants DSI and its Affiliates a non-exclusive, royalty-free
license to: (i) access, display, copy, distribute, transmit, publish, disclose and otherwise use all or any portion of the
Subscriber Data to fulfill its obligations under this Agreement. In addition, Subscriber hereby grants DSI a non-
exclusive, royalty-free right to use aggregated and de-identified data generated and/or derived by DSI from the
Subscriber Data (the “De-Identified Data”) in order to improve the Services and DSI’s performance hereunder to grow
DSI’s business, including without limitation, submitting and sublicensing such De-Identified Data to Third Parties for
analytical purposes, provided that DSI shall take commercially reasonable efforts to conduct such de-identification in
a manner that ensures that such De-Identification cannot be traced back to Subscriber.
(c) Subscriber acknowledges the Services may utilize, embed or incorporate Third Party software and/or
tools (each, a “Third-Party Tool”) under a license granted to DSI by one or more applicable Third Parties (each, a “Third-
Party Licensor”), which licenses DSI the right to sublicense the use of the Third-Party Tool solely as part of the Services.
Each such sublicense is nonexclusive and solely for Subscriber’s internal use and Subscriber shall not further resell, re-
license, or grant any other rights to use such sublicense to any Third Party. Subscriber further acknowledges that each
Third-Party Licensor retains all right, title, and interest to its applicable Third-Party Tool and all documentation related
to such Third-Party Tool. All confidential or proprietary information of each Third-Party Licensor is Confidential
Information of DSI under the terms of this Agreement and shall be protected in accordance with the terms of Section
8.
Section 3.0 DSI Responsibilities
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3.1 Implementation, Training and Support Program (ITSP). During the Term DSI (or its agent,
representative or designee) shall provide and maintain an ITSP program. During the Term, DSI shall, as part of
Subscriber’s Subscription Fees, provide telephone and email support (“Support Services”) during the hours of 8:00 AM
and 6:00 PM EST, Monday through Friday, excluding New Year’s Day, Memorial Day, Independence Day, Labor Day,
Thanksgiving Day, day after Thanksgiving, Christmas Eve and Christmas Day (“Business Hours”), except Community
Development Services, where Business Hours means 5:00 AM – 5:00 PM PST.
3.2 Professional Services. DSI shall provide and perform professional, technical, consulting and/or other
services (collectively, “Professional Services”) that are mutually agreed upon and described in one or more statements
of work that expressly reference this Agreement. Each statement of work shall be effective, incorporated into and
form a part of this Agreement when duly executed by an authorized representative of each of the parties. Each
statement of work shall (i) describe the fees and payment terms with respect the Professional Services being provided
pursuant to such statement of work, (ii) identify any work product that will be developed pursuant to such statement
of work, and (iii) set forth each party’s respective ownership and proprietary rights with respect to any work product
developed pursuant to such statement of work.
3.3 Service Levels.
(a) DSI shall use commercially reasonable efforts to make the Service available 99.9% for each full
calendar month during the Term, determined on a twenty-four(24) hours a day, seven (7) days a week basis (the
“Service Standard”). Service availability for access and use by Subscriber(s) excludes unavailability when due to: (a)
any access to or use of the Service by Subscriber or any Account User that does not strictly comply with the terms of
the Agreement or the Documentation; (b) any failure of performance caused in whole or in part by Subscriber’s delay
in performing, or failure to perform, any of its obligations under the Agreement; (c) Subscriber’s or its Account User’s
Internet connectivity; (d) any Force Majeure Event; (e) any failure, interruption, outage, or other problem with
Internet service or Non-DSI Service; (f) Scheduled Downtime; or (g) any disabling, suspension, or termination of the
Service by DSI pursuant to the terms of the Agreement. “Scheduled Downtime” means, with respect to any applicable
Service, the total amount of time (measured in minutes) during an applicable calendar month when such Service is
unavailable for the majority of Subscribers’ Account Users due to planned Service maintenance. To the extent
reasonably practicable, DSI shall give at least eight (8) hours prior electronic notice of Service maintenance events and
schedule outside the business hours of 6:00 AM - 10:00 PM EST.
(b) DSI shall use reasonable efforts to ensure the availability of the API in accordance with the service
levels described in Section 3.3(a). Notwithstanding the foregoing, DSI does not guarantee any required uptime,
performance, or integrity of any product, application or service that integrates with and/or otherwise utilizes the API
(including, without limitation, any such product, application or service developed by Subscriber). Moreover, DSI shall
not be liable to Subscriber or any Third Party for the unavailability of the API or the failure of the API to perform in
accordance with its specifications. Subscriber shall not represent to any Third Party any availability or performance
levels with respect to the API.
3.4 Protection of Subscriber Data. DSI shall maintain commercially reasonable administrative, physical,
and technical safeguards for protection of the security, unauthorized access or disclosure of Subscriber Data. In
addition, if Subscriber is a “Covered Entity” under HIPAA, DSI shall be Subscriber’s “Business Associate” under HIPAA,
and any Subscriber Data provided by Subscriber to DSI in their capacities as a Covered Entity and Business Associate,
respectively, DSI and Subscriber shall enter into a Business Associate Agreement (the form of which shall be reasonably
satisfactory to DSI). At all times during the Subscription term and upon written request of Subscriber within thirty
(30) days after the effective date of termination or expiration of this Agreement, Subscriber data shall be available for
Subscriber’s export and download. Following the thirty (30) days after termination or expiration, DSI shall not be
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obligated to maintain Subscriber Data and shall delete or destroy what remains in its possession or control unless
prohibited by law.
Section 4.0 Third Party Interactions
4.1 Relationship to Third Parties. In connection with Subscriber’s use of the Service, Subscriber may: (i)
enter into correspondence with and/or participate in promotions of advertisers or sponsors showing their goods
and/or services through the Service; (ii) purchase goods and/or services, including implementation, customization,
content, forms, schedules, integration and other services; (iii) exchange data, integrate, or interact between
Subscriber’s Account, the Service, the API and a Third Party provider; (iv) be offered additional functionality within the
user interface of the Service through use of the API; and/or (v) be provided content, knowledge, subject matter
expertise in the creation of forms, content and schedules. Any such activity, and any terms, conditions, warranties or
representations associated with such activity, shall be solely between Subscriber and the applicable Third Party. DSI
shall have no liability, obligation or responsibility for any such correspondence, purchase, promotion, data exchange,
integration or interaction between Subscriber and any such Third Party.
4.2 Ownership. Subscriber is the owner of all Third Party content and data loaded into the Subscriber
Account. As the owner, it is Subscriber’s responsibility to make sure it meets its particular needs. DSI shall not
comment, edit or advise Subscriber with respect to such Third Party content and data in any manner.
4.3 No Warranty or Endorsement. DSI does not warrant any Third Party providers or any of their
products or services, whether or not such products or services are designated by DSI as “certified,” “validated,”
“premier” and/or any other designation. DSI does not endorse any sites on the Internet that are linked through the
Service. DSI is providing these links to Subscriber only as a matter of convenience, and in no event shall DSI be
responsible for any content, products, or other materials on or available from such sites. The limitations of liability
shall apply to all Third Party Interactions.
Section 5.0 Annual Fees
5.1 Annual Fees. Subscriber shall, on or before the commencement of the Initial Term of a Service
subscription, pay to DSI the Annual Fee for such Service subscription. Thereafter, DSI shall invoice Subscriber for each
applicable Annual Fee at least sixty (60) days prior to the commencement of the applicable Renewal Term. Unless
Subscriber provides written notice of non-renewal in accordance with Section 6.1, Subscriber agrees to pay all Annual
Fees no later than thirty (30) days after the receipt of DSI’s applicable invoice. Subscriber is responsible for providing
complete and accurate billing and contact information to DSI and notifying DSI of any changes to such information.
5.2 Automatic Payments. Subscriber shall, upon the written request from DSI, establish and maintain
valid and updated credit card information or a valid ACH auto debit account (in each case, the “Automatic Payment
Method”). Upon establishment of such Automatic Payment Method, DSI (as DSI’s collection agent) is hereby
authorized to charge any applicable Annual Fee using such Automatic Payment Method.
5.3 Renewal Charges. DSI maintains the right to increase Annual Fees and other applicable fees and
charges in connection with each Renewal Term.
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5.4 Taxes. DSI’s fees do not include any taxes, levies, duties or similar governmental assessments of any
nature, including, for example, value-added, sales, use or withholding taxes, assessable by any jurisdiction whatsoever
(collectively, “Taxes”). Subscriber is responsible for paying all Taxes associated with its purchases hereunder. If DSI
has the legal obligation to pay or collect Taxes for which Subscriber is responsible under this Section 5.4, DSI (as DSI’s
collection agent) shall invoice Subscriber and Subscriber shall pay that amount unless Subscriber provides DSI with a
valid tax exemption certificate authorized by the appropriate taxing authority. Subscriber agrees to indemnify and
hold DSI harmless from any encumbrance, fine, penalty or other expense which DSI may incur as a result of
Subscriber’s failure to pay any Taxes required hereunder. For clarity, DSI is solely responsible for taxes assessable
against DSI based on its income, property and employees.
Section 6.0 Term and Termination
6.1 Term. This Agreement commences on the date Subscriber establishes its Account and continues
until the Service subscription hereunder has expired or have been terminated (the “Term”). The initial term of the
Service subscription shall be set forth on the Order Form (the “Initial Term”). Thereafter, the Service subscription shall
automatically renew for successive one year periods (each, a “Renewal Term”) unless either party has provided
written notice of its intent to not renew the Service subscription not less than thirty (30) days prior to the expiration
of the then-current Initial or Renewal Term applicable to the Service subscription.
6.2 Termination of Agreement for Breach. Either party may terminate this Agreement (including its
Service subscription and Account) prior to the expiration of the Term if the other party commits a material breach of
this Agreement and fails to cure such breach within thirty (30) days after written notice of such breach is given by the
non-breaching party; provided that if the breach involves a failure of Subscriber to pay any of the fees required under
this Agreement, the cure period shall be reduced to ten (10) days. Without limiting the foregoing, in the event of a
breach that gives rise to the right by DSI to terminate this Agreement, DSI may elect, as an interim measure, to suspend
Subscriber’s access and use of the Service, the API (if applicable) and the Account until the breach is cured. DSI’s
exercise of its suspension right shall be without prejudice to DSI’s right to terminate this Agreement upon written
notice to Subscriber.
6.3 Termination for Convenience. Subscriber may terminate this Agreement (including its Service
subscription and Account) at any time for convenience by providing DSI forty-five (45) days’ prior written notice to the
following email address: notice@dudesolutions.com. Upon termination by Subscriber pursuant to this Section 7.3,
Subscriber may request in writing and be granted a refund in accordance with the following: (i) if DSI receives
Subscriber’s written notice of termination within the first sixty (60) days after the commencement of the Initial Term,
DSI shall refund to Subscriber eighty percent (80%) of the Annual Fee prepaid for the Initial Term (the “Initial Year
Subscription Fee”); (ii) if DSI receives Subscriber’s written notice of termination during the Initial Term but after the
first sixty (60) days thereof, DSI shall refund to Subscriber any prepaid Subscription Fees of the Initial Year Subscription
determined based upon the number of full months remaining in the Initial Term (based upon the effective date of
termination). For avoidance of doubt, no refund shall be granted during a Renewal Term or with respect to
Professional Services rendered.
6.4 Effect of Termination. Upon termination of this Agreement, (i) Subscriber’s access and use of the
Service shall automatically cease, and (ii) DSI shall have no obligation to maintain the Subscriber Data or to forward
the Subscriber Data to Subscriber or any Third Party.
6.5 Survival. The following portions of this Agreement shall survive termination of this Agreement and
continue in full force and effect: Sections 2.1(e), 2.2, 6.4, 7, 8 and 9. Termination of this Agreement, or any of the
CONFIDENTIAL 9 Rev. 2020-03
obligations hereunder, by either party shall be in addition to any other legal or equitable remedies available to such
party, except to the extent that remedies are otherwise limited hereunder.
Section 7.0 Representations, Warranties and Disclaimers
7.1 Representations. Subscriber represents and warrants that: (i) it has full right, title and authority to
enter into this Agreement; and (ii) this Agreement constitutes a legal, valid and binding obligation of Subscriber,
enforceable against it in accordance with its terms.
7.2 Warranties.
(a) DSI represents and warrants that all such Professional Services shall be performed in a professional
and workmanlike manner in accordance with generally accepted industry standards. For any breach of this warranty,
Subscriber’s exclusive remedy and DSI’s entire liability shall be the re-performance of the applicable Professional
Services.
(b) EXCEPT AS EXPRESSLY STATED HEREIN, THE PARTIES MAKE NO REPRESENTATION, WARRANTY, OR
GUARANTY AS TO THE RELIABILITY, TIMELINESS, QUALITY, SUITABILITY, TRUTH, AVAILABILITY, ACCURACY OR
COMPLETENESS OF THE SERVICES OR ANY CONTENT. PARTIES DISCLAIM ALL REPRESENTATIONS OR WARRANTIES
THAT: (I) THE USE OF THE SERVICES OR API SHALL BE SECURE, TIMELY, UNINTERRUPTED OR ERROR-FREE OR OPERATE
IN COMBINATION WITH ANY OTHER HARDWARE, SOFTWARE, SYSTEM OR DATA; (II) THE SERVICES OR API SHALL MEET
YOUR REQUIREMENTS OR EXPECTATIONS; (III) ANY STORED DATA SHALL BE ACCURATE OR RELIABLE; (IV) THE QUALITY
OF ANY PRODUCTS, SERVICES, INFORMATION, OR OTHER MATERIAL PURCHASED OR OBTAINED BY YOU THROUGH
THE SERVICES SHALL MEET YOUR REQUIREMENTS OR EXPECTATIONS; (V) ERRORS OR DEFECTS SHALL BE CORRECTED;
(VI) THE SERVICES OR THE SERVER(S) THAT MAKE THE SERVICES AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL
COMPONENTS. THE SERVICES AND ALL CONTENT IS PROVIDED TO YOU STRICTLY ON AN “AS-IS” BASIS. ALL
CONDITIONS, REPRESENTATIONS AND WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE,
INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR
PURPOSE, OR NON-INFRINGEMENT, ARE HEREBY DISCLAIMED TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE
LAW BY THE PARTIES.
7.3 Indemnification.
(a) Indemnity by DSI. DSI shall defend and indemnify Subscriber from any loss, damage or expense
(including reasonable attorneys’ fees) awarded by a court of competent jurisdiction, or paid in accordance with a
settlement agreement signed by Subscriber, in connection with any Third Party claim (each, a “Claim”) alleging that
Subscriber’s use of the Service as expressly permitted hereunder infringes upon any United States patent, copyright
or trademark of such Third Party, or misappropriates the trade secret of such Third Party; provided that Subscriber (x)
promptly gives DSI written notice of the Claim; (y) gives DSI sole control of the defense and settlement of the Claim;
and (z) provides to DSI all reasonable assistance, at DSI’s expense. If DSI receives information about an infringement
or misappropriation claim related to the Service, DSI may in its sole discretion and at no cost to Subscriber: (i) modify
the Service so that it no longer infringes or misappropriates, (ii) obtain a license for Subscriber’s continued use of the
Service, or (iii) terminate this Agreement (including Subscriber’s Service subscriptions and Account) upon prior written
notice and refund to Subscriber any prepaid Annual Fee covering the remainder of the term of the terminated Service
subscriptions. Notwithstanding the foregoing, DSI shall have no liability or obligation with respect to any Claim that
is based upon or arises out of (A) use of the Service in combination with any software or hardware not expressly
authorized by DSI, (B) any modifications or configurations made to the Service by Subscriber without the prior written
consent of DSI, and/or (C) any action taken by Subscriber relating to use of the Service that is not permitted under the
CONFIDENTIAL 10 Rev. 2020-03
terms of this Agreement. This Section 7.3(a) states Subscriber’s exclusive remedy against DSI for any Claim of
infringement of misappropriation of a Third Party’s Intellectual Property Rights related to or arising from Subscriber’s
use of the Service.
(b) Subscriber shall defend and indemnify DSI from any loss, damage or expense (including reasonable
attorneys’ fees) awarded by a court of competent jurisdiction, or paid in accordance with a settlement agreement
signed by DSI, in connection with any Claim alleging that the Subscriber Data, or Subscriber’s use of the Service or the
API in breach of this Agreement, infringes upon any United States patent, copyright or trademark of such Third Party,
or misappropriates the trade secret of such Third Party; provided that DSI (x) promptly gives Subscriber written notice
of the Claim; (y) gives Subscriber sole control of the defense and settlement of the Claim; and (z) provides to Subscriber
all reasonable assistance, at Subscriber’s expense. This Section 7.3(b) states DSI’s exclusive remedy against Subscriber
for any Claim of infringement of misappropriation of a Third Party’s Intellectual Property Rights related to or arising
from the Subscriber Data or Subscriber’s use of the Service.
7.4 Limitation of Liability. IN NO EVENT SHALL DSI, IN THE AGGREGATE, BE LIABLE FOR DAMAGES TO
SUBSCRIBER IN EXCESS OF THE AMOUNT OF ANNUAL FEES PAID BY SUBSCRIBER TO PROVIDER (INCLUDING PAYMENTS
TO DSI, AS PROVIDER’S COLLECTION AGENT, FOR USE OF THE SERVICE) PURSUANT TO THIS AGREEMENT DURING THE
TWELVE MONTHS PRIOR TO THE FIRST ACT OR OMISSION GIVING RISE TO THE LIABILITY. UNDER NO CIRCUMSTANCES
SHALL PROVIDER HAVE ANY LIABILITY WITH RESPECT TO ITS OBLIGATIONS UNDER THIS AGREEMENT OR OTHERWISE
FOR LOSS OF PROFITS, OR CONSEQUENTIAL, EXEMPLARY, INDIRECT, INCIDENTAL OR PUNITIVE DAMAGES, EVEN IF
PROVIDER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OCCURRING, AND WHETHER SUCH LIABILITY
IS BASED ON CONTRACT, TORT, STRICT LIABILITY OR PRODUCTS LIABILITY. NOTHING IN THIS SECTION SHALL LIMIT
SUBSCRIBER’S PAYMENT OBLIGATIONS UNDER SECTION 5.0.
Section 8.0 Confidentiality
8.1 Protection of Confidential Information. The Receiving Party agrees that it shall (i) hold the Disclosing
Party’s Confidential Information in strict confidence and shall use the same degree of care in protecting the
confidentiality of the Disclosing Party’s Confidential Information that it uses to protect its own Confidential
Information, but in no event less than reasonable care, (ii) not use the Confidential Information of the Disclosing Party
for any purpose not permitted by this Agreement; (iii) not copy any part of the Disclosing Party’s Confidential
Information except as expressly permitted by this Agreement, (iv) limit access to the Confidential Information of the
Disclosing Party to those of its employees, contractors and agents who need such access for purposes consistent with
this Agreement and who have signed confidentiality agreements with the Receiving Party containing protections no
less stringent than those herein.
8.2 Compelled Disclosure. The Receiving Party may disclose Confidential Information of the Disclosing
Party if it is compelled by law to do so, provided the Receiving Party gives the Disclosing Party prior notice of such
compelled disclosure (to the extent legally permitted) and reasonable assistance, at the Disclosing Party's cost, if the
Disclosing Party wishes to contest the disclosure. If the Receiving Party is compelled by law to disclose the Disclosing
Party’s Confidential Information as part of a civil proceeding to which the Disclosing Party is a party, and the Disclosing
Party is not contesting the disclosure, the Disclosing Party shall reimburse the Receiving Party for its reasonable cost
of compiling and providing secure access to such Confidential Information.
8.3 Records Requests. To the extent permitted by law, Subscriber shall treat as exempt from treatment
as a public record, and shall not disclose in response to a request made pursuant to any applicable public records law,
any of DSI’s Confidential Information. Upon receiving a request to produce records under any applicable public
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records or similar law, Subscriber shall immediately notify DSI and provide such reasonable cooperation as requested
by DSI and permitted by law to oppose production or release of such DSI Confidential Information.
8.4 Remedies. Recipient acknowledges that Disclosing Party would have no adequate remedy at law
should Receiving Party breach its obligations relating to Confidential Information and agrees that Disclosing Party shall
be entitled to enforce its rights by obtaining appropriate equitable relief, including without limitation a temporary
restraining order and an injunction.
Section 9.0 Miscellaneous
9.1 Compliance with Laws. Subscriber will comply with all laws and applicable government rules and
regulations insofar as they apply to Subscriber in its performance of this Agreement’s rights and obligations.
9.2 Acceptance of Privacy Policy. All data and information provided by Subscriber through its use of the
Service is subject to DSI’s privacy policy, as amended from time-to-time, which can be viewed by clicking the “Privacy”
hypertext link located within the Service. By using the Service, Subscriber accepts and agrees to be bound and abide
by such privacy policy.
9.3 Governing Law. This Agreement and any dispute arising out of or in connection with this Agreement
shall be governed by and construed under the laws of the State of North Carolina, without regard to the principles of
conflict of laws. Each of DSI and Subscriber hereby waives any right to jury trial in connection with any action or
litigation in any way arising out of or related to this Agreement.
9.4 Relationship of the Parties. DSI is performing pursuant to this Agreement only as an independent
contractor. DSI has the sole obligation to supervise, manage, contract, direct, procure, perform or cause to be
performed its obligations set forth in this Agreement, except as otherwise agreed upon by the parties. Nothing set
forth in this Agreement shall be construed to create the relationship of principal and agent between DSI and
Subscriber. DSI shall not act or attempt to act or represent itself, directly or by implication, as an agent of Subscriber
or its affiliates or in any manner assume or create, or attempt to assume or create, any obligation on behalf of, or in
the name of, Subscriber or its affiliates.
9.5 Waiver. No failure or delay by either party in enforcing any of its rights under this Agreement shall be
construed as a waiver of the right to subsequently enforce any of its rights, whether relating to the same or a
subsequent matter.
9.6 Assignment. Subscriber shall have no right to transfer, assign or sublicense this Agreement or any of
its rights, interests or obligations under this Agreement to any Third Party and any attempt to do so shall be null and
void. DSI shall have the full ability to transfer, assign or sublicense this Agreement or any of its rights, interests or
obligations under this Agreement.
9.7 Force Majeure. Subject to the limitations set forth below, neither party shall be held responsible for
any delay or default, including any damages arising therefrom, due to any act of God, act of governmental entity or
military authority, explosion, epidemic casualty, flood, riot or civil disturbance, war, sabotage, unavailability of or
interruption or delay in telecommunications or Third Party services, failure of Third Party software, insurrections, any
general slowdown or inoperability of the Internet (whether from a virus or other cause), or any other similar event
that is beyond the reasonable control of such party (each, a “Force Majeure Event”). The occurrence of a Force
Majeure Event shall not excuse the performance by a party unless that party promptly notifies the other party of the
CONFIDENTIAL 12 Rev. 2020-03
Force Majeure Event and promptly uses its best efforts to provide substitute performance or otherwise mitigate the
force majeure condition.
9.8 Notices. Except as otherwise specified in Section 7.3 of this Agreement, all notices, instructions,
requests, authorizations, consents, demands and other communications hereunder shall be in writing and shall be
delivered by one of the following means, with notice deemed given as indicated in parentheses: (a) by personal
delivery (when actually delivered); (b) by overnight courier (upon written verification of receipt); (c) by certified or
registered mail, return receipt requested (upon verification of receipt); or (d) solely with respect to notices to
Subscriber, via electronic mail to the e-mail address maintained on Subscriber’s Account. All notices to DSI shall be
addressed to notice@dudesolutions.com or Dude Solutions, Inc., Attn: Legal Department, 11000 Regency Parkway,
Suite 110, Cary NC 27518
9.9 Interpretation of Agreement. The Section headings contained in this Agreement are solely for the
purpose of reference, are not part of the agreement of the parties, and shall not affect in any way the meaning or
interpretation of this Agreement. Any reference to any federal, state, local or foreign statute or law shall be deemed
to refer to all rules and regulations promulgated thereunder, unless the context requires otherwise.
9.10 No Third Party Beneficiaries. No person or entity not a party to the Agreement shall be deemed to be
a third party beneficiary of this Agreement or any provision hereof.
9.11 Severability. The invalidity of any portion of this Agreement shall not invalidate any other portion of
this Agreement and, except for such invalid portion, this Agreement shall remain in full force and effect.
9.12 Entire Agreement. This Agreement is the entire agreement between Subscriber and DSI regarding
Subscriber’s use of the Service and supersedes all prior and contemporaneous agreements, proposals or
representations, written or oral, concerning its subject matter. No modification, amendment, or waiver of any
provision of this Agreement shall be effective unless in writing and signed by the party against whom the modification,
amendment or waiver is to be asserted. The parties agree that any term or condition stated in any purchase order or
in any other order documentation is void.
9.13 Export Compliance. The Services, other technology DSI may make available, and derivatives thereof
may be subject to export laws and regulations of the United States and other jurisdictions. Each party represents that
it is not named on any U.S. government denied-party list. Subscriber shall not permit any Account User to access or
use any Service or Content in a U.S.-embargoed country or in violation of any U.S. export law or regulation.
9.14 Anti-Corruption. Neither party has received or been offered any illegal or improper bribe, kickback,
payment, gift, or thing of value from an employee or agent of the other party in connect with this Agreement.
Reasonable gifts and entertainment provided in the ordinary course of business do not violate the above restriction.
If Subscriber learns of any violation of the above restriction, Subscriber shall immediately notify DSI.
9.15 Cooperative Use. With Subscriber’s approval, the market research conducted by Subscriber during its
selection process for the Services may be extended for use by other jurisdictions, municipalities, and government
agencies of Subscriber’s state. Any such usage by other entities must be in accordance with ordinance, charter, and/or
procurement rules and regulations of the respective political entity.
9.16 Modifications. DSI may revise the terms of this Agreement from time-to-time and shall post the most
current version of this Agreement on its website. If a revision meaningfully reduces Subscriber’s rights, DSI shall notify
Subscriber.
90
Dude Solutions’ Response to Agreement
City of LaQuinta (“City”)
RFP Response to Attachment 1: Sample Professional Services Agreement
Dude Solutions, Inc. (DSI) makes its commercial SmartGov software as a service (SaaS) solution available
under the terms of its online subscription agreement (OSA) and a copy is available at
dudesolutions.com/terms. If DSI is selected as a vendor, we respectfully request the incorporation of the
OSA into the City agreement and the use of DSI’s OSA as the governing agreement for
DSI’s SmartGov SaaS solution. DSI also respectfully reserves the right to negotiate the terms of the final
contract at the time of award. DSI retains all ownership right, title, and interest in and to its
commercial SmartGov SaaS, including without limitation all corrections, enhancements,
improvements to, or derivative works thereof, and in all intellectual property rights.
RFP Section: Attachment 1:
City’s Agreement for Contract
Services
Explain why this is an issue Proposed Alternative
4.3 Prohibition Against
Subcontracting or Assignment
DSI requires the ability to
transfer or assign to a surviving
entity in a merger or
consolidation.
Delete: In addition, neither
this Agreement nor any
interest herein may be
transferred, assigned,
conveyed, hypothecated, or
encumbered, voluntarily or
by operation of law, without
the prior written approval of
City. Transfers restricted
hereunder shall include the
transfer to any person or
group of persons acting in
concert of more than twenty
five percent (25%) of the
present ownership and/or
control of Contracting Party,
taking all transfers into
account on a cumulative
basis. Any attempted or
purported assignment or
contracting or subcontracting
by Contracting Party without
City’s express written
approval shall be null, void,
and of no effect. No
approved transfer shall
release Contracting Party of
any liability hereunder
without the express consent
of City. Refer to
dudesolutions.com/terms
Section 9.6.
6. Indemnification
DSI is proposing its commercial
SaaS solutions in response to
this RFP and requests changes
in indemnification language to
align with industry standards for
SaaS.
Strike and refer to
dudesolutions.com/terms
Section 7.3.
7. Records and Reports:
Clauses 7.3, 7.4, 7.5 7.6 and 7.7
DSI’s SmartGov software is a
commercial SaaS solution and
has commercial agreements
used in the sale and use. These
agreements set forth the
intellectual property rights of
both the City and DSI. The City
owns its data, and DSI retains all
rights in the IP of its software
and any derivative works.
Strike and refer to
dudesolutions.com/terms
Section 2.
City of LaQuinta (“City”)
RFP Response to Insurance Requirements and Acknowledgement page 4 of 16
City of LaQuinta statement Dude Solutions, Inc. Insurance provided
Cyber Liability $1,000,000 (per occurrence) Cyber Liability $1,000,000 (per claim)
RFP Response to Exhibit E Insurance Requirements
City of LaQuinta statement Dude Solutions, Inc. Insurance provided
p. 36 Cyber Liability $1,000,000 (per
occurrence)
Cyber Liability $1,000,000 (per claim)
p. 36 An endorsement evidencing the
foregoing and naming the City and its officers
and employees as additional insured (on the
Commercial General Liability policy only) must
be submitted concurrently with the execution
of this Agreement and approved by City prior
to commencement of the services hereunder.
DSI will include the City of LaQuinta as
additional insured.
p. 38 e. Liability arising from the failure to
render professional services.
Delete this statement. DSI has Tech E&O
coverage which is referenced in c.
p. 39 E.3.1 “using standard ISO endorsement
No. CG2010 with an edition prior to 1992.”
DSI’s General Liability policy includes a
Blanket Additional Insured endorsement
that provides additional insured status
when required by written contract.
p. 39 E.3.5 No liability policy shall contain any
provision or definition that would serve to
eliminate so called “third party action over”
claims, including any exclusion for bodily
injury to an employee of the insured or of any
contractor or subcontractor.
General Liability policies have standard
exclusions.
p. 40 No. 8 It is acknowledged by the parties
of this agreement that all insurance coverage
required to be provided by Contracting Party
or any subcontractor, is intended to apply first
and on a primary, non-contributing basis in
relation to any other insurance or self-
insurance available to City.
Workers Compensation coverage cannot be
primary to third parties.
Change to:
It is acknowledged by the parties of this
agreement that all insurance coverage
required, with the exception of Workers
Compensation, to be provided by
Contracting Party or any subcontractor, is
intended to apply first and on a primary,
non-contributing basis in relation to any
other insurance or self-insurance available
to City.
91
SmartGov Project Data Sheet
866.455.3833 / info@dudesolutions.com / dudesolutions.com
Provide a better experience for your citizens, businesses and staff
by managing permitting, planning, licensing, inspections and code
enforcement in one centralized system.
Using SmartGov™, you can streamline your plan review, reduce
liability, increase transparency and facilitate your community’s needs
by optimizing your processes.
You also have the ability to add an easy-to-use public portal. As a
result, you can increase efficiencies and dramatically reduce time,
cost and error for your organization.
How does it work?
SmartGov is a browser-based software-as-a-service (SaaS) solution that securely
manages and streamlines processes at every stage of engagement. With automation
and a mobile app, SmartGov simplifies access and processes for citizens, contractors
and businesses. Manage all of your essential processes tied to permitting, planning,
licensing, inspections and code enforcement in one unified system.
SmartGov™
Simplified Service for Your Community
DUDE SOLUTIONS COMMUNITY DEVELOPMENTTM
SMARTGOVTM
Key Benefits
Increase citizen confidence and satisfaction. Build a
stronger connection with your community while saving
time and money by allowing citizens to complete
processes and check statuses online 24/7. This way
citizens can work with you anywhere and anytime they
need.
Improve safety. Make requests and applications easy
to submit, and maintain more reasonable response
times to ensure citizens follow through with proper
permitting procedures and work is done safely. With
automated code enforcement, compliance is enforced
more quickly and accurately, minimizing violations and
increasing public safety.
Drive development, growth and revenue. With
optimized processes for functions like permitting and
licensing, you’ll capitalize on development opportunities
faster, ensure revenue is collected quicker and
provide an optimized experience for the business and
development community. You and your department will
maintain a positive reputation and continue to attract
new development.
Improve decision making. Maximize visibility and
transparency with a full suite of reports and charts.
Provide analytics to elected officials to enable data-
driven decisions to improve efficiencies and deliver
meaningful outcomes.
Maximize efficiencies. Dramatically reduce time, costs
and errors associated with permit processing, business
licensing, code enforcement and inspections by tracking
and managing all processes and tasks in a unified,
web-based and mobile-enabled system. Backend
process automation combined with an intuitive public
portal provide an end-to-end solution that eliminates
guesswork and dependence on paper, while enabling
faster revenue generation for your jurisdiction.
Gain critical portability. Conduct on-site inspections
and code enforcement from anywhere with a system
that can be used on virtually any mobile device.
— Nikki Hollatz, Environmental Health,
Skamania County, WA
“User-friendly, manageable
and efficient, [Dude
Solutions] software has
allowed us to successfully
implement streamlined and
efficient permit processing
at a time when resources
(staff, time and funding)
are strained and customer
satisfaction is a priority.”
866.455.3833 / info@dudesolutions.com / dudesolutions.com
> Centralize permit and project data
> Monitor contractor license information
> Automate workflow and approval process
> Define an unlimited number of permit and project types
> Collaborate internally between departments or externally with clients
> Calculate fees automatically, including late NSF penalties
> Attach notes, scanned images and electronic files to a permit or project
> Manage special zoning and conditional requirements
> Assign inspections based on geographical area, violation type or
inspector workload
> Integrate with existing GIS systems
> Manage licensing from new applications to renewals and expirations,
including timelines, fees and inspections
> Issue business licenses
> Generate notice letters for applicants
> Enable online application submittal and fee payment
> Allow for expirations or blocking of permit and inspection requests
> Enable users to view business license history
> Automate enforcement, from complaint submittal to resolution
> Centrally track and manage unlimited case types, code violation activity
and deadlines
> Assign inspections based on geographical area, violation type or
inspector workload
> Track investigations, hearings and legal actions
> Automatically calculate violation fines
> Attach notes, scanned images and electronic files to a case
> View case resolution and create a permanent case history
> Integrate with existing GIS systems
> Unify automated workflows, task lists, scheduling and note-taking
> Define your own inspection types
> Create checklists of actions for each inspection type
> Assign inspection types and checklists to every project, permit, case or
license
> Schedule inspections based on geography, type or inspector
> Track every inspection as part of a permanent digital record
> Sort, query and access records easily, from anywhere at any time
Permitting & Planning
Business Licensing
Enforcement
Inspections
866.455.3833 / info@dudesolutions.com / dudesolutions.com
SMARTGOVTM
Product Features
866.455.3833 / info@dudesolutions.com / dudesolutions.com
SMARTGOVTM
> Inspections and code enforcement tools in the field via any laptop,
tablet or smartphone
> Document updates or code issues and communicate them with
co-workers and clients in real time
> Print any letters, certificates or reports from your mobile device
> Enable visualization of any number of GIS layers alongside permits,
projects, inspections and code enforcement cases with an ArcGIS
integration
> GIS layers can be displayed in conjunction with the standard base maps
included as part of the core feature set
> Display inspection search results and enforcement actions as a point on
a map
> Navigate existing cases and initiate new cases starting from a map
> Submit permit applications, including digital documents, digital plans,
fee payments and inspection requests
> View the status of permits, inspections and violations
> Print reports and required forms
> Access fee information
> View daily and pending inspection schedules, as well as year-to-date
metrics
> View and respond to digital plan markup and comments
> Review real-time plan check comments and inspection results
Mobile
Map Integration
Public Portal
Product Features (cont’d)
Product Pricing
Ǡ Full cloud-based solution
Ǡ Licensing
Ǡ Permitting and planning
Ǡ Code enforcement
Ǡ Inspections
Ǡ Reporting and analysis
Ǡ Mobile application
COMMUNITY
DEVELOPMENT
Annual subscription
Ǡ Public portal
Ǡ Electronic plan review
Ǡ Map integration
Ǡ Financial integrations
COMMUNITY
DEVELOPMENT
ADD-ONS
Additional annual fee(per feature) Ǡ Work & Asset Management
Ǡ Capital Forecasting
Ǡ Energy Management
Ǡ Technology Management
Ǡ Skills Management
Ǡ Consulting services
ADDITIONAL ADD-ONS
Additional annual fee
866.455.3833 / info@dudesolutions.com / dudesolutions.com
SMARTGOVTM
> Define fee types and rates
> Assess fees and invoice for payment
> Receive partial or full payments and issue partial or full refunds
> View transaction history
> Integrate with payment processors and Financial Management Systems
> Manage security and uptime to allow for payments 24/7
> Access library of formatted reports, form letters and related output
documents for managing the lifecycle of permits, licenses and
enforcement cases
> Build your own reports in a variety of formats, generated with user-
defined parameters and available on scheduled intervals or in real time
> On-screen queries using integrated search tool
Online Payments
Reporting
Product Features (cont’d)
866.455.3833 / info@dudesolutions.com / dudesolutions.com
Technical Requirements
We suggest the latest version of all browsers and mobile operating systems (OS) for the best
experience. Please consult with your IT department to ensure that all browsers are up to date
and capable of supporting Community Development.
INTERNET BROWSER
Latest versions are recommended
Ǡ Google Chrome
Ǡ Internet Explorer 11
V3_ 101419
Implementation Information
All Dude Solutions clients have our support, starting with implementation. Your dedicated project
manager and implementation specialist will support you with a call to outline your objectives and
guide you through every step of the process. And our support doesn’t stop there. As a client, you’ll
have our Legendary Support Team on your side to ensure you get the most out of our solutions.
From initial installation to your first permit processed, we’ve got you covered.
Legendary Support Team
Cost: Included
Ǡ All Dude Solutions clients have unlimited access to our Legendary Support Team
Ǡ Reach support via phone or email for answers
Implementation support
Cost: Included
Ǡ Dedicated implementation resources, including a project manager and an
implementation specialist
Ǡ Orientation call to establish objectives and answer questions
Ǡ Project collaboration tool for implementation management
Ǡ Weekly status meetings and implementation updates
ABOUT DUDE SOLUTIONS
Dude Solutions is a leading software-as-a-service (SaaS) provider of operations
management solutions to education, government, healthcare, senior living,
manufacturing and membership-based organizations. For nearly two decades,
Dude Solutions has inspired clients to create better work and better lives. We
combine innovative, user-friendly technology with the world’s smartest operations
engine, empowering operations leaders to transform the most important places in
our lives. Today, more than 12,000 organizations use our award-winning software
to manage maintenance, assets, energy, safety, IT, events and more. For more
information, visit dudesolutions.com.
SMARTGOVTM