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Home My WebLink AboutASC_Proposal_Website_29_April_2022 A Proposal for Website Redesign, Hosting & Maintenance for the City of Lake Elsinore, California April 29, 2022 PREPARED FOR: The City of Lake Elsinore Attn: City Manager 130 South Main Street Lake Elsinore, CA 92530 PREPARED BY: Advance Solutions Corp. 5460 McGinnis Village Pl., Suite 101 Alpharetta, GA 30005 Mark Calloway, Sr. Client Account Executive Ph: (678) 656-3891 Email: mark.c@advancesolutions.com Proposal for Website Redesign pg. 1 Table of Contents Introduction and Company Background ............................................................................................... 2 The Features & Functionality of CityCloud ........................................................................................... 5 Platform Hosting, Updates, Maintenance & Security ......................................................................... 15 Personnel Experience .............................................................................................................................. 20 Implementation Methodology and Approach ...................................................................................... 24 Detailed Activities by Implementation Phase ................................................................................... 26 Communicating and Tracking Progress ........................................................................................... 30 City Staff Engagement / Responsibilities for the Project ................................................................ 33 Customer Base & References ................................................................................................................. 36 Cost of Services ....................................................................................................................................... 37 Exhibits • Certificate of Insurance Proposal for Website Redesign pg. 2 INTRODUCTION AND COMPANY BACKGROUND We are pleased to provide our proposal for redesign of Lake Elsinore’s website. We believe you will find our proposal not only meets your immediate website requirements, it also offers the city a cost-effective way to future-proof its entire IT ecosystem by leveraging an industry-leading, cloud-based platform to meet new and emerging needs. Advance Solutions Corp. was founded in 2008 as an S-Corporation in New Jersey. Our headquarters are in Alpharetta, Georgia. We also have offices in New Jersey, British Columbia, Poland, Singapore, Mexico and India. We employ 360 professionals around the world, and are privately-owned and debt-free organization. Since our founding we have we have designed, developed, and deployed more than 600 IT projects and applications for over 400 customers across the globe—including for 25% of the Fortune 500. These projects cover strategic consulting, solution design, enterprise applications, organizational change management, development and deployment services in ITSM, customer service management, HR services, ITOM, ITAM, ITBM and custom applications. CityCloud®: More Than a Website Our proposed solution, CityCloud, is more than the typical government website: it will provide a holistic experience for city staff and citizens. It will enable frictionless cross-departmental workflows and empower the city to deliver timely, consistent and consumer-like service at every interaction. It will also help the city consolidate multiple applications and interfaces into a single platform, while reducing the burden on staff, administrators and agents through the deployment of powerful workflow automation. CityCloud comes with a substantial prebuilt out-of-the-box catalog of services in three main areas: (1) Operations, (2) Citizen Enablement, and (3) Community & Employee Engagement. CityCloud offers the following capabilities by leveraging ServiceNow®’s Now platform: City Residents •Customer Service •Service Fulfillment •Fully Digital Forms •Document Management •End-to-end Digital Workflows •Social Engagement •Reporting & Analytics •Information / Alerts •Digital Service Experience •City Services •Departmental Information •Events & Recreation Sign-up •Permits •Taxes •Payments Web Portal Mobile/Desktop/Tablet Proposal for Website Redesign pg. 3 (1) Citizen Enablement • Modern Interface: Establish “Smart Cities” with an Amazon-like experience for residents. • Citizen Experience: Citizen experiences are optimized through the use of consolidated data combined with easy-to-navigate and easy-to-understand processes. • Case Management: Manage issues & requests for all agencies using any device. • Knowledge Sharing: Provide critical information to the community regarding programs, upcoming events, social change, public safety, preventive support, etc. • Digital Licensing: Animal control, liquor, cannabis, marriage, food vending, taxi, rideshare, limo, etc. • Social Change: Homelessness, opioid epidemic, environmental sustainability, victim services, volunteering, diversity & inclusion, etc. • Digital Permitting: Commercial & Residential Construction Permits, Septic, Roofing, Parking, Fire, Dumpster, Solicitation, Sub-Division, Zoning, Tree Removal, etc. • Access to Data: GIS map services, online tax records, FOIA requests, case updates, public records, etc. (2) Community & Employee Engagement • One Platform: Provides modern, easy-to-access, and effective services for service providers, citizens, and employees. • One Experience: One system of engagement across multiple systems of record for improved coordination and synchronization of data. • One Community: Improves satisfaction among citizens, employees and government providers. (3) Operations • Eliminate paper: CityCloud extends from your website to provide comprehensive software technology for staff to respond to citizen requests without utilizing paper documents. • Automate internal processes: Remove time-consuming manual activities and minimize human error through software automation for routine processes. • Eliminate disconnected processes : Enhance collaboration across departments and agencies by using a common platform. • Protect the City from liability: CityCloud logs the work that is performed by each employee. The city can easily reference what actions were taken and when, for a record of actions to protect against false claims of error should the need for such evidence arise. • Make more data driven decisions: Leverage data tracking to better understand where employees are spending most of their time and what citizens are requesting Proposal for Website Redesign pg. 4 We designed CityCloud so that cities like Lake Elsinore can take advantage of the scalable resources, stability, security, artificial intelligence, machine learning and other features of the Now platform. While out of scope for this RFP, the city might also be interested in exploring these services at a later date: • Field Services Management: This application can help the city manage activities performed on location. It matches tasks to agents based on skills, geographic territory assignments, and available inventory and will also allow the city to record details such as completion status, travel time to jobs and time spent. • Workplace Safety Management: Applications that can help the city ensure the health and safety of its workforce and workplace in the era of Covid. • Hardware Asset Management (HAM): This application will enable the city to take control of the entire life cycle of its hardware assets. It automates each stage of the asset life cycle by tracking financial, contractual, and inventory details. • Security Operations: This application brings incident data from your security tools into a structured response engine that uses intelligent workflows, automation, and a deep connection with IT to prioritize and resolve threats based on the impact they pose: especially crucial with more frequent incidents of cyberattacks on governmental entities of all sizes. Please contact me to arrange an online demonstration or if you require additional information. Sincerely, Mark Calloway, Senior Account Executive mark.c@advancesolutions.com Tel: (678) 656-3891 1 © 2020 ServiceNow, Inc. All Rights Reserved. Behind every great experience is a great workflow The Now Platform is the “platform of platforms” for digital transformation Our uniquedifferentiationDigital Workflows Make work, work better across the enterprise Employee Workflows IT Workflows Customer Workflows App Engine Single Cloud Platform The foundation for all workflows One Platform One Data Model One Architecture Workflows and integrations CMDB Enterprise Service Management Machine Learning, AI & Analytics Now Platform® Infrastructure Customer Svc Sales Marketing ERP &Finance HR Supply ChainITIntegrationHub Integrate and communicate across any systems or infrastructure Great Experiences Delivered to employees and customers Mobile Web Conversational Connect people, functions and systems to drive innovation, increase business agility and unlock productivity Web, Mobile, Conversational UX Developer Tools 05052020 Proposal for Website Redesign pg. 5 THE FEATURES & FUNCTIONALITY OF CITYCLOUD For the city’s convenience we breakout CityCloud’s features and functionality in the most commonly sought requirements for advanced governmental websites and based on our understanding of your needs and goals at this stage. A. Content Editing and Management i. ADA Compliance: All elements of the site must utilize ADA best practices. CityCloud page layouts are fully responsive to device type and screen resolution. Column width is dynamically adjusted and columns are stacked if required by space limitations. ServiceNow® products and applications like CityCloud that operate on its platform are developed with the goal of adhering to the accessibility guidelines and principles which are set by the Section 508 Amendment to the Rehabilitation Act of 1973 and the Web Content Accessibility Guidelines (WCAG) 2.0 Level A. The assistive technologies JAWS, NVDA and VoiceOver are used to test ServiceNow products and products like CityCloud that are hosted on its platform. ii. Archive: Ability to archive documents, news and images. CityCloud includes an archive/document storage function for documents and images. It also includes an advanced search engine that can search through the entire portal. It can be customized based on city requirements. Search engine features such as autocomplete results, advanced search and filters on the type of search can yield results from all the modules in the portal, such as forms, meeting agendas, minutes, page, service requests, staff directory, etc. Search filters can also be implemented on specific categories and departments. Site administrators can also view search logs that show search terms and searches by frequency. iii. Browser-Based Administration: CityCloud facilitates the creation, updating and management of pages or data from any device with internet access. It works with Chrome, Safari, Explorer, Microsoft Edge and Mozilla Firefox. iv. Bulk Editing Functionality: Bulk adding, editing and deleting multiple items at once helps maximize the efficiency of the site administrator’s time when managing content while simultaneously ensuring content accuracy. v. Integrate with internal search engine so that managed content is easily indexable and findable. CityCloud includes an advanced search engine that can search through the entire portal. It can be customized based on the city’s requirements. Features such as autocomplete results, advanced search options and filters on the type of search can yield results from all the modules in the portal, such as forms, meeting agendas, minutes, page, service requests, staff directory, etc. Proposal for Website Redesign pg. 6 Search filters can also be implemented on specific categories and departments. Site administrators can also view site search logs that show search terms and searches by frequency. vi. Custom HTML Editing CityCloud supports editing for blocks of custom HTML, including iframes, scripts, and styles. vii. Document Center: Upload/download capability for files up to 1GB, back-end ability to search within published and unpublished documents. CityCloud enables the storing and viewing of any kind of information needed such as agendas, minutes, media, newsletters and other documents. CityCloud includes an advanced search engine feature that can search through the entire portal. It can be customized based on city requirements. Features such as autocomplete results, advanced search and filters on the type of search can yield results from all the modules in the portal, such as forms, meeting agendas, minutes, page, service requests, staff directory, etc. Search filters can also be implemented on specific categories and departments. Site administrators can also view search logs that show search terms and searches by frequency. Back-end ability to search within unpublished documents can be configured. viii. Emergency Homepage: The ability to format an Emergency page that would quickly take the place of the standard homepage in the event of an emergency. An emergency alert system can be integrated into CityCloud to prominently display emergency alerts on the top of the portal homepage. ix. Expiration: Ability to set the publishing and expiration dates for content, images and documents. CityCloud allows content and activities to be scheduled for publication or expiration. Rules with date, time and duration make the administrator’s life easier by planning in advance the information to be published or removed in the portal. Advanced features for archiving information help ensure that the portal runs smoothly and quickly and that content remains current. x. Facility Management: Listings with maps, filtered search, and reservation capability. Local facilities and amenities can be listed in the portal by an administrator. Facilities can be created with properties such as a brief description, location (map integration), photographs, contact information, handicap accessibility, etc. CityCloud can be integrated with GIS to list all the agency offices/departments and important places or even the routes/roads for a better commute. Portal visitors can search for facilities, review amenities and review information on reservations via online forms. CityCloud is designed to receive online reservation requests integrated with payment, calendar and notification functions to manage reservation requests. Proposal for Website Redesign pg. 7 xi. Find and Replace: Find and replace tool integration. Browser plug-ins provide find and replace functionality. Since CityCloud integrates with the most common browsers, this functionality is included. xii. Image Center: Store images in a central location on the website with the ability to organize and manage uploaded documents and images. CityCloud includes a central location to store, manage and view information such as agendas, minutes, media, newsletters, etc. With an optimized search experience using keywords, category, or date, users can find and sort specific information quickly and efficiently. Any kind of document or image can be uploaded and subsequently stored based on defined categories. xiii. Live Editing CityCloud supports adding, editing and moving content without the need to utilize or be trained in writing HTML or CSS code. xiv. News & Announcements: Post news releases or updates dynamically to relevant pages based on category, including ability to search news articles and reshare on social media channels. CityCloud supports these functionalities for news posts and announcements. CityCloud also includes an advanced search engine feature that can search through the entire portal. It can be customized based on City requirements. Features such as autocomplete results, advanced search and filters on the type of search can yield results from all the modules in the portal, such as forms, meeting agendas, minutes, page, service requests, staff directory, etc. Search filters can also be implemented on specific categories and departments. Site administrators can also view search logs that show search terms and searches by frequency. The city’s social media accounts can be displayed in any page of the portal as a widget, with real-time updates. CityCloud enables social media icons and/or feed sections for Facebook, Twitter, Instagram, Flickr and YouTube. xv. Online Forms: Create unlimited customizable forms, track and export results. CityCloud allows the creation of unlimited, customizable forms, tracking and exporting of results, and also supports digital signatures. xvi. Rotating Photos/Banners, Video Banners; CityCloud offers slideshow capabilities, video header and interactive photo galleries functionality and the publishing / display of photo galleries. xvii. Site Search: Internal site search engine and log of search terms. Integrate with external search engine technologies so that managed content is easily indexable and findable. CityCloud includes an advanced search engine that can search through the entire portal. It can be customized based on city requirements. Proposal for Website Redesign pg. 8 Features such as autocomplete results, advanced search and filters on the type of search can yield results from all the modules in the portal, such as forms, meeting agendas, minutes, page, service requests, staff directory, etc. Search filters can also be implemented on specific categories and departments. Site administrators can also view site search logs that show search terms and searches by frequency. xviii. Spell Check - Spell check capabilities. Spell-check is browser-enabled and is accommodated by CityCloud. B. Content Navigation i. Friendly URLs: Ability to create unlimited custom friendly URLs. Pages can be configured as needed with unique design elements, etc.; however, CityCloud allows only one configuration of a custom URL for the portal and cannot accommodate different custom URLs for different pages. ii. Internal Linking: Quick and easy linking of internal pages across the site. CityCloud enables the quick and easy linking of internal pages. iii. Key words: Meta tag auto generation using page content allowing for increased web visitor attraction from search engines to specific pages. Meta tag auto generation functionality can be configured if desired. iv. Sitemap & Breadcrumbs: Automatically generated and updated sitemap and breadcrumbs. CityCloud is built on a user-first design approach (a/k/a user-centered design). Interactions between visitors and the portal are intuitive: the portal uses location, attributes, and path-based breadcrumbs across all the pages, which enables the visitor to navigate around the portal smoothly. Breadcrumb navigation significantly increases the usability of the portal, allowing users to see where they stand within the portal’s hierarchy, while reducing the number of steps needed to navigate to a higher level within the site. Breadcrumbs also reduce the number of steps needed to navigate to a higher-level within the site: this not only improves the user experience, it helps increase user satisfaction using the website itself, which translates into citizens more willing to engage with the city via the portal, while simultaneously enhancing their perception of the efficiency and effectiveness of city government. v. Unique Department Home Page: Ability for departments, associated organizations to have a unique separate design and URL. CityCloud enables departments and associated organizations to have unique separate designs for “look and feel” elements; however, it allows only one configuration of a custom URL for the portal and cannot accommodate different custom URLs for different pages. Proposal for Website Redesign pg. 9 C. Authorization/Security i. Group Membership: Ability to create group membership for specific content. Once logged-in to the portal, citizens can create alerts and notifications when subscribing to specific content, such as newsletters, which is a de facto way of creating group membership based on content preferences. ii. Intranet/Extranet: Restrict pages by login. This functionality is supported by CityCloud. iii. Levels of Rights/Permissions: Allow system administrators to establish levels of rights for staff to update/manage/access content based upon roles. CityCloud supports the requirement for administrators to establish levels of rights for staff to update, manage and access content based upon roles. iv. Single Sign-On Integration: Authentication through Windows Active Directory or similar. Single-sign-on (SSO) integration through Windows Active Directory is an existing functionality. D. Additional CMS Functionality i. Alerts & E-Notifications One of the core features of CityCloud is providing citizen-centric notifications: • Portal Alerts & Notifications: can be viewed when a visitor lands on the portal. • Notifications via Email Subscription: Citizens can subscribe to various categories of notification in the portal to directly get into their emails. Portal Alerts Notifications (Via Email) Social Media Integration • News Section along with Flash News • Emergency Alerts • Announcements from City Government • Security Alerts • Weather Alerts • General Alerts • Sign-Up Notification • Events notification • State Emergencies Notification • Subscribed Notifications • Reminder Notifications • Service Request Notifications, etc. • Facebook Messenger • WhatsApp • LINE ii. Calendar: CityCloud’s calendar feature enables the updating and publishing of calendars for departments or categories with a main calendar to display all events. The calendar is integrated with all event properties such as programs, category, departments, etc. A calendar widget is available on the home screen of the portal and can be customized to show all events, featured events, and upcoming events. Proposal for Website Redesign pg. 10 The calendar feature includes advanced sorting and filtering options that help the user search and land on more precisely-defined information. iii. Content Scheduling: Setting dates for content to automatically publish and expire. CityCloud enables the automatic or scheduled publishing or removal of information and activities in the portal. Rules with date, time and duration makes the administrators’ lives easier by allowing advance planning of information to be published or removed in the portal. Advanced features for archiving information helps ensure that the portal remains responsive and that content remains current. iv. Directories for Staff: 1. Internal complete staff directory. 2. External contact page with specific departmental contacts. Ability to allow community members to search for staff department information. 3. Ability to automate additions and deletions from Staff Directory, potential 3rd party integration/solution. Directories and pages can be configured for both the internal and external requirements described above. Portal visitors can search information organized by department and information associated with each department, including by name, category, type of business to be conducted, etc. Information such as a short description, members, location, email, or phone number can be added as shown in the image below. Drop-down selection options and search criteria can be defined and customized based on the City’s requirements. Automatic additions and deletions can be configured, as can integrations with third-party solutions. v. Frequently Asked Questions (FAQs): FAQs are available on the homepage of the portal on a dedicated page with its own built-in search feature. FAQs can also be customized on each page based on available information. FAQs has its own built-in search feature. A chatbot feature can also be added for FAQs if desired. vi. Multilingual Support: CityCloud includes the ability to configure page content in multiple languages. vii. Printable Pages: Print-friendly functionality allows any downloadable or viewable document or page to be printed. viii. RFP/RFQ/Bid Posting: CityCloud can be configured to easily accommodate posting and sorting of bids, as well as adding a subscription and notification features for prospective bidders or vendors. ix. RSS Feeds Out: CityCloud can be configured to support the creation and management of news posts and RSS feeds, including by department or category. Proposal for Website Redesign pg. 11 x. Social Media Interface: Display social media feeds from Facebook, Twitter and Instagram at minimum. Also include links to share content via email and social media on every page. Official social media accounts of city agencies can be displayed in any page of the portal as a widget, with real-time updates. CityCloud allows social media icons and/or feed sections for Facebook, Twitter, Instagram, Flickr and YouTube. xi. Site Statistics: Analytics and site audit reports. CityCloud’s case management dashboard (shown below) enables the City to view multiple performance analytics widgets on a single screen. Reports can be generated as shown below, organized by category: • Bar reports: to compare scores across data dimensions. • Pie and donut reports: to visualize the relationship between the parts and the whole of a data set using shapes such as pies. • Time series reports: to visualize data over time. • Multidimensional reports: to visualize data across dimensions in a single table or graph. • Scores visualize single data points either across ranges or as a single value. • Statistical reports visualize data with statistical values such as medians and means. • Other reports include calendars, maps, and lists. (image on next page: CityCloud Reporting Options) Proposal for Website Redesign pg. 12 xii. Ability to create custom pages and content within the site’s templates to facilitate integration of other electronic services such as GIS, permitting, online bill payment, etc. CityCloud allows the creation of custom pages and content and permits the creation of custom microsites as needed. (Note: CityCloud currently allows only one configuration of a custom URL for the portal and cannot accommodate different custom URLs for different pages.) CityCloud is device-agnostic and integrations are either out-of-the-box or can be easily configured, including for GIS, permitting, online bill payment, etc. ● Agenda Management: Upload existing, create new, categorize, approve and manage agendas. CityCloud includes an archive/document storage function. It also includes an advanced search engine that can search through the entire portal. It can be customized based on the city’s requirements. We have essentially limitless ability to integrate features and applications into CityCloud since it is hosted on the Now platform. CityCloud Reporting Options Proposal for Website Redesign pg. 13 Features such as autocomplete results, advanced search and filters on the type of search can yield results from all the modules in the portal, such as forms, meeting agendas, minutes, page, service requests, staff directory, etc. Search filters can also be implemented on specific categories and departments. Site administrators can also view search logs that show search terms and searches by frequency. ● E-Communication platform: Create unlimited subscriber lists, and communicate over multiple channels – e-mail, text and social media from a single point of access. Citizens can subscribe to various categories of notification in the portal to directly get the relevant information sent to their email address. There is no limit to subscriber lists. With the custom chat feature of CityCloud, integrations for Facebook Messenger, WhatsApp and LINE can also be configured. Portal Alerts Notifications (Via email) Social Media Integration • News Section along with Flash News • Emergency Alerts • Announcements from City Government • Security Alerts • Weather Alerts • General Alerts • Sign-Up Notification • Events notification • Emergency Notification • Subscribed Notifications • Reminder Notifications • Service Request Notifications, etc. • Facebook Messenger • WhatsApp • LINE ● Integrated Chatbot leveraging AI (artificial intelligence) to autonomously answer citizen questions. The existing custom conversational chat functionality of CityCloud uses artificial intelligence (AI) to fulfill this requirement. ● Online Payments: Ability to accept secure online transactions. CityCloud will enable the city to accept secure online payment via PayPal, Venmo, and credit or debit cards. Integration with other payment methods can also be accommodated. Proposal for Website Redesign pg. 14 ● Request Tracking: Citizens can submit requests with automated workflow to correct individual/department with exportable statistics and reports. CityCloud’s built-in request tracker enables visitors to submit a new request, complaint or issue, track status of open requests, request additional information, view or reopen closed requests, and more. Once registered on the portal, visitors can create requests, issues or complaints by filling out an online form and adding relevant details. The request tracker feature can also generate reports and a dashboard for the internal administrative team to view the number of open and resolved or closed requests. Advanced statistics can be applied to understand various reasons for the occurrence of issues or complaints. ● Robust Survey and Polling function: Create and deliver engaging surveys to crowdsource public opinion and then deliver results in an engaging transparent method. We can easily add a survey and polling function to the portal. We would likely integrate it into your news and announcement functionalities. ● Text Messaging: allow for text messaging SMS capability. This is an existing functionality of CityCloud. ● Video Center: Live streaming video capabilities. CityCloud can integrate seamlessly with free video streaming capabilities from, for example, YouTube, Facebook, or Twitch; however, the video would be hosted on those free services rather than CityCloud itself. ● Website Visitor Profile: Visitors can pick and choose the information that automatically becomes fed to their profile upon site login. CityCloud helps provide citizens with a personalized experience based on their interests, requirements, and needs. They can request alerts on updates or news related to events, bids, or payments. If the city seeks a more expansive automated update feed from its website beyond updates, alerts and notifications, we will discuss those needs with city stakeholders and configure a solution accordingly. Proposal for Website Redesign pg. 15 PLATFORM HOSTING, UPDATES, MAINTENANCE & SECURITY The Now platform that hosts CityCloud is renowned for its security, reliability and scalability. The following features are included with our offer. • Technical support services: emergency and non-emergency availability. Technical support services are available 24/7 for any incident or issue. • Availability of online training manuals and ongoing support. We typically provide two weeks of ongoing support for two (2) weeks following the go-live date. Online training manuals and other support materials will be provided or made available, as will 24/7 technical support for all issues or incidents. • Describe product release, enhancement and upgrade process. CityCloud operates on ServiceNow’s Now platform, making system updates, security patches, etc., automatic. ServiceNow’s patching program updates customer instances to required patch versions throughout the year. With this program, instances get the latest security, performance, and functional fixes. Most importantly, patching remediates known security vulnerabilities and is an essential component of any patch management process. Major platform version updates are typically released twice per year, with one full patch version each quarter and two incremental security patches each quarter. Hosting & Security • 99.9% uptime (outside of scheduled maintenance) guaranteed by Service Level Agreement to be supplied upon request. ServiceNow’s data center providers typically offer between 99.999% and 100% power uptime. These levels of reliability are achieved through the use of redundant power providers where available, multiple redundant power distribution paths, generators, UPS systems, multiday fuel suppliers, and multiple independent fuel suppliers. Data centers can typically operate for at least 24 hours at full electrical load without the requirement of additional fuel. As data center pairs are generally geographically diverse, each data center receives power from a different supplier wherever possible. Generators and transformers in the data centers are at least N+1 enabled, with distribution networks being either N+1 or 2N. Within the data center ServiceNow will power devices from disparate distribution networks to ensure that loss of electricity supply on one power networks does not affect others. • Data Center: Tier II, managed network infrastructure, on-site power backup and generators, redundant network, 24/7/365 system monitoring, multiple data centers. Servers, appliances, and network devices are multi‑homed with redundant components and commodity supplies (i.e., power and network) fed from multiple separate circuits. The data centers have redundant electrical and mechanical systems and, while not formally accredited, they are designed to operate Proposal for Website Redesign pg. 16 equivalently to a minimum of the TIA942 Tier 3 standard. Where supported, some data centers also feature electrical supply resilience across multiple grid suppliers. ServiceNow has a redundant intrusion detection system (IDS) that monitors network traffic as it transits into its cloud network. Additionally, a host- and network‑based data leak prevention (DLP) system guards against data transfer and exfiltration from corporate systems and between the cloud and corporate networks. These systems feed into ServiceNow’s security information and event management (SIEM) systems. ServiceNow maintains separate SIEM systems for its corporate and cloud environments, with further logical separation for SIEMs tasked with network, device, and security events. Alerts and notifications are generated by the SIEM systems in accordance with pre‑defined triggers and metrics. These are reviewed by a 24/7 security operations capability with global coverage. ServiceNow’s security operations team is also responsible for completing daily checklists across a range of security domains, including privileged account usage, IDS alerts, file integrity monitoring (FIM), and database access. The daily checklists and captured events are managed through a ServiceNow instance. Any discovered variances are raised as incidents for tracking, notifications, and investigation. City data can be hosted in any of the 13 pairs of geographically-dispersed data centers around the globe. • Hosting: Automated software updates and security patches, redundant firewall solutions, high-performance SAN with N+2 reliability. Since CityCloud operates on ServiceNow’s Now platform, system updates, security patches, etc., are automatic. ServiceNow’s patching program updates customer instances to required patch versions throughout the year. Proposal for Website Redesign pg. 17 With this program, instances get the latest security, performance, and functional fixes. Most importantly, patching remediates known security vulnerabilities and is an essential component of any patch management process. Major platform version updates are typically released twice per year, with one full patch version each quarter and two incremental security patches each quarter. ServiceNow notifies customers in advance when they should update. Customers must comply with the ServiceNow patching program to ensure continuous support. ServiceNow provides support for the current release version and one release prior (N-1). Multiple layers of security (see graphic below) help ensure the platform’s security, performance, and reliability. • Bandwidth: Multiple network providers, burst bandwidth of at least 22Gb/s. ServiceNow’s data centers and cloud-based infrastructure are designed to be highly available with redundant components and multiple network paths to avoid single points of failure. At the heart of this architecture, each customer application instance is supported by a multi-homed network configuration with multiple connections to the internet from different providers and with redundant power sources. Disaster Recovery • 24/7 emergency support, online status monitor, event notification emails, recovery time objective no greater than eight hours, recovery point objective no greater than 24 hours, preemptive monitoring, geographically redundant backup. ServiceNow has customer support offices located around the globe to provide 24/7, follow-the-sun support for ServiceNow's customers. In the unlikely event that one region is unable to operate, another region will take over to ensure consistent, world-class customer support. If a customer’s environment or data is impacted, the customer will be notified without undue delay. Proposal for Website Redesign pg. 18 In the case of a local component failure, a failover to a system within the same data center will be attempted first. Where a data center-wide outage is identified, all current active production instances in the impacted data center will be failed over to the passive data center location in the pair. In this circumstance, a recovery time objective (RTO) of two hours, and a recovery point objective (RPO) of one hour is targeted. Due to the almost real-time replication between data centers, these times are usually significantly shorter than the stated RTO/RPO. Automation technology built on the Now platform is used to transfer or failover instances when necessary. The mechanism for both processes is very similar. The current passive system is designated active, and vice versa. To complete the process, DNS mappings and instance database configurations are updated accordingly. Redundant DNS providers and DNSSEC are employed to provide robust, resilient name resolution services. Full backups are performed every seven days direct to disk and are retained for 28 days, with differential backups taken every 24 hours. Backups are stored in the same data centers where the data resides, with production instances backed up in both data centers in the pair. (Data centers are geographically dispersed in 13 pairs around the world.) Sub-production instances (commonly used for testing and development purposes) are backed up only in their primary data center, as they are not AHA (Advance High Availability) capable. All backups are written to disk; tapes and removable media are not used. Backups are not sent off-site, but they are made within both data centers in a pair, therefore benefitting from geographic separation. Proposal for Website Redesign pg. 19 Backups are encrypted with AES-256 using randomly generated encryption keys for every backup. These are kept in a secure key store. And it is only retrieved by an automated process if a data restore is initiated. Regular, automated tests are run to ensure the quality of backups, and any failures are reported for remediation within ServiceNow. ServiceNow backup architecture is not designed to provide archival records, given the maximum 28-day backup retention period. However, customers may retain data within their instances for as long as they require in accordance with their policy or regulatory requirements. Additionally, there are capabilities available within the Now platform to allow customers to manage logs and regularly export data to external systems as required. DDoS (Distributed Denial of Service) Mitigation CityCloud is hosted on ServiceNow’s Now platform which employs a range of tools to monitor and prevent potential distributed denial‑of‑service (DDoS) attacks from impacting the ServiceNow private cloud environment and applications like CityCloud that operate in that environment. These controls include the implementation of in‑house DDoS protection mechanisms, provision of significant internet bandwidth connectivity, and the use of third‑party protective services to mitigate against such attacks. Proposal for Website Redesign pg. 20 PERSONNEL EXPERIENCE Teams can be comprised of any combination of the following roles, but usually include at minimum an engagement manager, a business process consultant, and a technical consultant. All team members are full-time employees of Advance Solutions Corp.: no subcontractors are involved. Final team composition will depend on the specific goals and resources the city can provide to ensure a timely implementation, preferred time zone coverage, go-live target date, etc. Where feasible, it is not uncommon to have the same person fulfill the requirements of two roles, (e.g., training/OCM manager and quality assurance) as the project progresses toward the go-live date. Project Team Composition Role Responsibilities Digital Transformation Expert A value-added resource who provides strategic guidance and advice on overall enterprise IT architecture design and service delivery model definition. This is especially valuable for energizing an organization’s longer-term vision for digital transformation. Engagement Manager (a/k/a Project Manager) Runs the overall project and functions as a team builder, cross-functional facilitator and communicator. The engagement manager is responsible for the successful on time and on- budget delivery of the project. This person also provides engagement expertise, ensures adherence to the SOW, identifies and allocates appropriate resources, documents and communicates project status on no less than a weekly basis and acts as the point of escalation during the engagement. Business Process Consultant Facilitates the defining and alignment of in-scope processes toward improvement and recommended ServiceNow practices in collaboration with customer process owners, key customer sponsors and stakeholders. This professional also advises the product owner(s) throughout the engagement for story creation and refinement, ranking, adherence to the desired process outcomes, and future roadmap plans. Integration Consultant This role is staffed by an accredited and certified ServiceNow implementation consultant who Proposal for Website Redesign pg. 21 Project Team Composition Role Responsibilities specializes in integrations. This professional is responsible for designing and building integrations to help meet customer requirements for integrations/data mapping of other customer systems with ServiceNow. Platform Architect This role is staffed by an accredited and certified ServiceNow implementation consultant who functions as a technical leader while providing consultative leadership to the platform owner and platform administrators. This professional also assures platform alignment to business strategy and governance decisions, analyzes the impact of new requirements and provides controls to ensure the correct technical solutions are leveraged in the delivery of business solutions. Technical Consultant Accredited and certified ServiceNow technical consultant. Provides technical guidance during workshops and assists in the creation and refinement of stories. Configures the ServiceNow platform during sprints while sharing knowledge and best practices with platform administrators. Training/Organizational Change Management (OCM) Lead Enterprise strategy consultant adept at leading organizational change. Responsible for the successful delivery of OCM strategy and user training. This role provides full change- management assessment and recommendations and documents change requirements by process and stakeholder groups. Quality Assurance Engineer Certified ServiceNow consultant specializing in documenting end-to-end test scripts and performing UAT. We can scale service solutions and skilled resources up or down as business requirements evolve. Below are representative credentials typical of the professionals assigned. Proposal for Website Redesign pg. 22 • Engagement Manager / Project Manager — Over 16+ years of IT experience; out of which 12+ years as a project manager, managing project and, implementation of systems in multiple industries. — Extensive experience in project management, scope definition, business requirements. — Experienced JAD (joint application development) facilitator and meetings coordinator. — Project experience includes project management, customer and user interactions, and leadership responsibilities. — Able to communicate effectively with multi-functional teams, programmers, and technical staff at all levels. • Business Process Consultant — 15 or more years of experience. — Experienced in ServiceNow implementation in Service Catalog; Incident; Change; Problem; Asset Management; PPM; CMDB; HR; Asset Management; Reporting and custom applications. — Extensive understanding of ITIL and SDLC methodologies like Waterfall, Iterative, Agile and Scrum. — Expert in configuring ServiceNow integrations utilizing REST/SOAP APIs Excellent Problem solving and troubleshooting skills. — Excellent problem-solving and troubleshooting skills. Certifications — ServiceNow System Administrator — ServiceNow Certified Implementation Specialist - ITSM — ServiceNow Certified Implementation Specialist - Project Portfolio Management — ServiceNow Certified Implementation Specialist - Application Portfolio Management — ServiceNow Certified Implementation Specialist – Discovery • Technical Consultant — Minimum of 4 years of experience in design, development, testing, release, administration migration, and support in ServiceNow development. — Works closely with process team during transitions and gathering requirements. — Customizes ServiceNow ITSM applications as per client requirement. Enhances the user experience based on client needs. — Excellent programming skills in proprietary ServiceNow scripting, JavaScript, HTML, CSS, Angular J.S., Bootstrap, Java, JSP, Power Shell, XML, Jelly, web services. Proposal for Website Redesign pg. 23 — Supports maintenance on existing applications – including bug fixes and responding to customer queries, incident management, problem management, change management, knowledge management. — Creates user-friendly GUI interface and web pages using HTML, JSP. Designs cross-browser compatible web pages. Extensive use of JavaScript for client-side validations. — Develops custom applications based on client requirements and ability to collaborate with team members and to work independently. Certifications — ServiceNow Certified System Administrator — ServiceNow Certified Implementation Specialist – ITSM — ServiceNow Certified Implementation Specialist – Project Portfolio Management Proposal for Website Redesign pg. 24 IMPLEMENTATI ON METHODOLOGY AND APPROACH We set clear expectations up-front and have clearly-defined success metrics and structured change management activities to ensure a successful implementation. We will manage this project based on the ServiceNow Customer Success Methodology, ServiceNow Adaptive Implementation Framework (SAIF) and ServiceNow Implementation Methodology (SIM), which are integrated into our own Advance Implementation Methodology (AIM). The principles embodied in these methodologies have been used in thousands of implementations across the globe. Some of our key differentiators for project management and delivery include: • Training and Enablement: Our approach to training and enablement is straight-forward and provides a strong foundation for project success and user adoption. Success begins with client learning sessions: these precede each phase of the project. Knowledge transfer, training and documentation are crucial to the success of the overall project. We initiate projects with introductions and orientation of all project team members. • Formalized Technical Knowledge Transfer: We provide a formal technical knowledge-transfer plan which takes place typically once per week for an hour between our consultant(s) and client administrators/developers. We also strongly believe in co-development to ensure hands-on knowledge of the solution. • Project Leadership Team: Excellent project management skills and experienced personnel who provide functional vision and help your team understand and implement the new system and processes while offering insight on technical architecture to help plan for long-term benefits. Advance Implementation Methodology (AIM) Proposal for Website Redesign pg. 25 • Project Governance: Strong project governance is crucial to success. Often, as clients start to expand their functionality between internal groups, it becomes increasingly important to have a governing board to help make architectural decisions and prioritize needs and goals. While the formation of a governance board will be validated during the initial phase of the engagement, we believe large-scale transformations require strong project governance and an appropriately structured team: if we mutually identify and confirm such a need with you, a formal governance board will be established. An Integrated Approach to Organizational Change Management (OCM) We integrate industry-best practices for OCM found in our own AIM (Advance Implementation Methodology) and ServiceNow’s Customer Success Methodology to proactively address people-related risks to achieve user adoption, ensure project success and maximize customer satisfaction. One of the key differentiators of our change practice is that our consultants embed themselves in your project team. This reinforces stakeholder centricity and integrates OCM thinking into the master project plan that governs design, change strategy and implementation. This enables us to: • Mobilize and align leaders to establish agreements on the initiative’s direction and issues, as well as leverage the strengths of individual leaders to facilitate employee adoption of change. • Assess the organizational impact, improve process, and monitor risks associated with the change initiative. This includes a stakeholder analysis to define the city’s key stakeholder groups and individuals, determine their level of commitment and influence over the program, capture change requirements, and assess the degree of change. • Engage and communicate using targeted collateral to promote awareness, understanding, acceptance and adoption. We will leverage the city’s existing communication channels and build more as needed. • Train the workforce by designing and delivering multichannel training and development activities so it can operate effectively in the new environment. • Address business readiness by understanding the city’s culture and re-defining the organizational structure and future-state roles. We actively monitor business readiness in the days after launch with “hypercare” to rapidly resolve issues as they emerge. • Focus on benefit realization by increasing the probability of successful organizational change. We will collaborate with the city to establish and measure KPIs (key performance indicators) and provide regular reporting with results-oriented actions to drive the desired behavior. This includes performing post-go-live surveys, reviewing and incorporating lessons learned, and closing any gaps revealed in survey results. Focusing on realizing the final benefit helps prepare and equip managers and employees to thrive in the new environment. Proposal for Website Redesign pg. 26 DETAILED ACTIVITIES BY IMPLEMENTATION PHASE We provide a team of solution architects, technical consultants and business process specialists overseen by an experienced engagement manager to support all project requirements. Team members are utilized on an as-needed basis in alignment with the project requirements and their areas of expertise. Requirements and tasks are implemented and developed using two-week sprint cycles. The five phases of our implementation process are described below. 1. Initiate Phase Internal Activities (Advance Solutions personnel only) • Engagement Manager Assigned • Conduct Internal Project Knowledge Transfer (IPKT) • Review Statement of Work • Setup Project and Resource Tracker • Create Teams Site for Project • Assign and On-board Project Resources • Schedule Customer Introduction Call Customer-Facing Activities • Project Planning: Planning, scheduling, RIDAC, tools, status, etc. • Workshop Preparation: Planning and preparation for the process workshop to ensure discussions are effective and attendees are prepared for the meeting. • Executive and Technical Kickoff Meeting: Ensures that leadership teams are aligned and committed to support the project. This step also confirms the project methodology and any enables •Agreement on scope of work •Setup the environment •Understand the business objectives and expected outcomes •Establish engagement governance •On-board the project team •Draft timeline and OCM plans •Formally kick-off the project •Conduct workshops •Align on process and product designs •Document user stories •Refine, prioritize, and estimate the release backlog •Finalize the project timeline •Develop functional test strategy •Finalize timeline and communication plans •Conduct Sprint planning •Execute Sprint cycles •Defects management •Define support processes and Hypercare approach •Execute communications plan and awareness •Plan for system and user acceptance testing •Plan for end user training •System and user acceptance testing •Defects management •Go-live planning •Operational readiness •Finalize Hypercare plan •Go/no-go decision •Training •Go-live •Go-live celebrations •Operational handover •Hypercare support •Discuss and document lessons learned •Measure value •Validate expected business outcomes •Discuss and plan next steps •Champion success •Formally close the project (2) DEFINE(1) INITIATE (3) EXECUTE (4) TRANSITION (5) CLOSE Advance Implementation Methodology (AIM) Phases Proposal for Website Redesign pg. 27 any early risks, assumptions, dependencies, or constraints to be reviewed. It sets the groundwork for the project team kick-off meeting. • Project Team Kickoff Meeting: A formal start to the project that allows the extended project teams to meet. Commitment is secured to support the business value case, objectives, scope and key milestones. • Establish Project Governance: This step establishes a senior project governing group to provide oversight, guidance, and support that will drive a successful outcome. • RIDAC (Risks, Issues, Decision, Action, Request Changes Management): Throughout the implementation process, the project team identifies potential risks, issues, decisions, actions and changes, which are then documented in the project RIDAC tool. — Risks: describe using 'If' and 'Then' statements. Estimate the probability and impact, which will calculate the severity. Once a mitigation actions(s) have been agreed, re-calculate the impact, probability and severity. — Issues: describe what has occurred, the impact and the priority. Agree on the mitigation action(s) and update the issue on a regular basis. — Decisions: log key decisions that impact the project to track consensus and accountability. — Actions: a clearly defined task that is put in place to mitigate a risk or resolve an issue. Actions should be assigned to a person and have a clear priority and target completion date. — Change: often created as the outcome of an action to resolve an issue or mitigate a risk. The request change might result in changing the project's scope, resource requirement, cost, or schedule to minimize the impact of a risk or issue. All risks, issues and decisions will be documented as RIDACs and assigned to individuals who will be responsible for their resolution. • Exit Initiate Phase Gate: The last step in this phase is determining if the requirements of the Initiate phase have been successfully achieved and whether to approve or reject moving to the Define phase. 2. Define Phase • Project Monitoring and Control Activities: planning, scheduling, RIDAC, status, etc. • Release and Sprint Planning: A plan is established to deliver an increment to the product in defined releases and sprints, in alignment with overall objectives and timeline. • Go-live Transition Planning: Information is collected and project stakeholders confirm the high- level approach, dependencies and timing for go-live. • Execute Project Governance: inform the project steering committee of project progress against the agreed objectives. Key RIDACs that could prevent the success of the project need to be shared so that guidance and support can be provided. • Conduct Workshops: We provide industry-leading best-practice process guidance and demonstrate how processes are supported by the ServiceNow platform for optimizing outcomes. The workshop is essential for aligning and understanding of objectives, roles and process flows. Proposal for Website Redesign pg. 28 • Story Refinement and Estimation: take the requirements gathered in the workshops and capture them as draft stories. The stories will form part of the development backlog and will be grouped into sprints based on priority. • Define Test Strategy: This step identifies the scope, resources, timelines, and key features to be tested. It raises awareness of the value of testing and how a structured approach to testing helps ensure that it is conducted on schedule while promoting overall project quality and success. • OCM Plan Activities: Communications, training and enablement planning, adoption, etc. • Exit Define Phase Gate: Determine if the requirements for exiting the Plan phase have been met and decide to approve or reject moving to the Execute phase. 3. Execute Phase • Project Monitoring and Control Activities: Planning, scheduling, RIDAC, status, etc. • Sprint Planning: This step ensures the objectives of the sprint are clear and aligned to overall priorities and that the team supports and commits to completing them within the sprint. • Daily Stand-up Meetings: This activity builds collaboration within the scrum team and ensures visibility into what others are working on and what challenges they face. Daily stand-ups help reduce duplication of effort while configuration work is being done on the platform. • Sprint Review and Retrospective: This step provides an opportunity for the scrum team to evaluate the sprint just completed, identifies what did and did not work and enables the creation of an improvement plan that can be applied to the next sprint. • Go-live Transition Planning: This involves creating a clear set of instructions with defined dates/times for execution during the implementation/cutover and a list of prerequisite activities that must be completed in advance of go-live. This provides the project team and project stakeholders with the confidence that the go-live will be executed on time and without issues. • Plan for User Acceptance Testing (UAT): Test scenarios are identified and test scripts are created at this stage. They feed into the test planning process that defines the scope of work to be tested. The scope of testing can then be refined based on the risk appetite of issues with the final solution. The test plan defines what scripts will be tested by who and when so that resources can be allocated to ensure the timely completion of UAT. This activity ensures that personnel, resources, facilities, environments and equipment are secured to support effective and efficient UAT. Training materials for UAT that describe what is expected during the process are created and distributed to give testers a clear understanding of the expectations and outcomes of this step. • OCM Plan Activities: Communications, training and enablement planning, adoption, etc. • Design Hypercare Approach: A “hypercare” support model is designed to define, document, and communicate a process for post-go-live support so users will know how to report issues or ask questions. • Exit Execute Phase Gate: Determine if the requirements for exiting the Execute phase have been met and approve or reject moving to the Transition phase. Proposal for Website Redesign pg. 29 4. Transition Phase • Project Monitoring and Control Activities: Plan, schedule, RIDAC, status, etc. • Conduct UAT: Conducted by users, UAT ensures the platform is ready for production. All defects identified during UAT are recorded and managed to remediation. New requirements proposed during UAT are managed appropriately. (An enhancement is any change to original requirements.) • OCM Plan Activities: Communications, training and enablement planning, adoption, etc. • Operational Readiness Plan for Hypercare: Team resources and approach for hypercare support are established to ensure that they are ready to support users during the transition to go-live. This also plays an important role in handing over any supporting information to the customer. • Go-live Transition: The final documented checkpoint that allows the project to officially move to go-live. This step confirms that project objectives have been met and that plans are in place for go- live and hypercare support. • Exit Transition Phase Gate: Determine if the requirements for exiting the Transition phase have been met and decide to approve or reject moving to the Close phase. 5. Close Phase • Project Monitoring and Control Activities: Planning, schedule, RIDAC, status, etc. • Transition and Handover: Planning, schedule, etc. • OCM Plan Activities: Communications, training and enablement planning, adoption, etc. • Hypercare Support: To deliver the support defined, documented, and communicated in the hypercare support approach and checklist plan. It ensures a high level of post-production support during the initial operation and adoption of the solution. This step includes identifying and prioritizing all defects to be resolved during hypercare support from the defect backlog. Our team Proposal for Website Redesign pg. 30 fixes and tests the prioritized defects from the defect backlog documented during go-live and hypercare support activities. The goal is to resolve the identified priority defects and ensure the stabilization of the project implementation. • Lessons Learned: The team collects and documents information regarding what went well and what could be improved so that future project teams can increase their effectiveness and efficiency. • Project Close: The team assesses the business value case and project objectives against what was delivered, reviews the final schedule, resource plans and budget plan, key lessons learned and recommendations for future projects, the support model after closure, and formally obtains approval to close the project. • Exit Close Phase Gate: Following confirmation of project completion. Communicating and Tracking Progress Throughout the implementation process, we will follow the engagement governance and communication cadence shown below. Our goal is to keep all stakeholders fully informed and aligned throughout the engagement. We can customize the frequency as required for the city. Communication Timing Purpose Team Milestone & Engagement Health 2x/Month Formal communication for distribution and review of milestone timeline and engagement health. Project Sponsor Project Management Project Team Engagement Status Meeting Weekly • Weekly status of planned vs. actual and engagement health. • Scope, risk and issues review. Project Management Engagement Team Daily Standup Daily • What did I accomplish yesterday? • What will I do today? • What are the roadblocks and how will they be resolved? Implementation Team RIDAC (Risks, Issues, Decision, Action, Request Changes Management) Throughout the implementation process, the project team identifies potential risks, issues, decisions, actions and changes, which are then documented in the project RIDAC tool. Proposal for Website Redesign pg. 31 • Risks: describe using 'If' and 'Then' statements. Estimate the probability and impact, which will calculate the severity. Once a mitigation actions(s) have been agreed, re-calculate the impact, probability and severity. • Issues: describe what has occurred, the impact and the priority. Agree on the mitigation action(s) and update the issue on a regular basis. • Decisions: log key decisions that impact the project to track consensus and accountability. • Actions: a clearly defined task that is put in place to mitigate a risk or resolve an issue. Actions should be assigned to a specific person and have a clear priority and target completion date. • Change: often created as the outcome of an action to resolve an issue or mitigate a risk. The request change might result in changing the project's scope, resource requirement, cost, or schedule to minimize the impact of a risk or issue. All risks, issues and decisions will be documented as RIDACs and assigned to individuals who will be responsible for their resolution. Estimated Implementation Timeline An estimated 20-week timeline for implementing CityCloud is shown below. We will ensure that appropriate Advance Solutions personnel and resources are dedicated to meeting the milestones and deliverables as agreed upon. The final timeline may vary depending on the final agreed-to go-live date target, resources that the city can provide to support the implementation, or additional customizations that may impact the number or type of resources required, number of sprints, etc. (Especially for Lake Elsinore, if upon further discovery i for more due diligence/research is required in areas aside from basic look & feel and functionality addressed elsewhere in this proposal, additional weeks would be added and reflected in a final agreement/SOW (Scope of Work.) Phases Weeks Activities / Milestones (1) INITIATE Week 1 Project Kick Off & Planning Week 2 Best Practices Workshops (2) DEFINE Week 3 Week 4 User Story Documentation Week 5 Story Grooming Sessions (3) EXECUTE Weeks 6-7 Sprint 1 of Development Weeks 8-9 Sprint 2 of Development Weeks 10-11 Sprint 3 of Development Week 12-13 Sprint 4 of Development Proposal for Website Redesign pg. 32 Phases Weeks Activities / Milestones Weeks 14-15 Sprint 5 of Development (4) TRANSITION Weeks 16-18 QA/UAT/Training/ Knowledge Transfer (5) CLOSE Weeks 19-20 Hyper Care Estimated Level of Effort and Resource Allocation An estimated level-of-effort broken out into weeks and hours per resource is shown below. These figures may vary depending on the final agreed-to go-live date target, resources that the city can provide to support the implementation, additional customizations that may impact the number or type of resources required from Advance Solutions, etc. Phases Weeks Activities / Milestones Estimated Resources & Allocation by Role & Hours Engagement Manager / Project Manager Business Process Consultant Technical Consultant (1) INITIATE Week 1 Project Kick Off & Planning 10 20 20 Week 2 Best Practices Workshops 10 20 20 (2) DEFINE Week 3 10 20 20 Week 4 User Story Documentation 10 20 40 Week 5 Story Grooming Sessions 10 20 40 (3) EXECUTE Week 6 Sprint 1 of Development 10 20 40 Week 7 10 20 40 Week 8 Sprint 2 of Development 10 20 40 Week 9 10 20 40 Week 10 Sprint 3 of Development 10 20 40 Week 11 10 20 40 Week 12 Sprint 4 of Development 10 20 40 Week 13 10 20 40 Week 14 Sprint 5 of Development 10 20 40 Week 15 10 20 40 (4) TRANSITION Week 16 QA/UAT/Training/ Knowledge Transfer 10 20 20 Week 17 10 20 20 Week 18 10 20 20 (5) CLOSE Week 19 Hyper Care 10 20 20 Proposal for Website Redesign pg. 33 Phases Weeks Activities / Milestones Estimated Resources & Allocation by Role & Hours Engagement Manager / Project Manager Business Process Consultant Technical Consultant Week 20 10 20 20 Estimated Hours Per Resource: 200 400 640 City S taff E ngagement / R esponsibilities for the P roject We assume that both the city and Advance Solutions Corp. would mutually own responsibility for the following items: • Assigning a project sponsor as the single point of contact for authorizing and approving SOW change requests, milestone and project completion sign-off. • Jointly conduct periodic, scheduled meetings throughout the course of services delivery, at a mutually agreed upon time and location to review project status, plan and schedule up-coming tasks and activities, and mitigate and remediate issues and risks. The success of the engagement and the provision of services and deliverables are fully dependent upon the city’s participation and cooperation. The following assumptions are based on the information provided by the city to us to date that relates to the scope of the engagement and the current business processes as of the effective start date of the engagement. These assumptions have been used to compute the estimated level of effort and cost. Deviations from these assumptions will likely require adjustments to the timeline and fees. • The city will provide the required resources and ensure active participation throughout the engagement. This will include, but not be limited to, an executive decision maker, product/process owner(s), project leadership and management, subject matter experts, testers, and technical resources, as well as timely review and approval of work performed by Advance Solutions personnel. • Advance Solutions resources will have remote access to all city systems necessary for the purposes of providing the configuration and implementation services. • Key city subject matter experts (SMEs) and users must be available for performing UAT and to provide sign-off on all development in a timely manner. • Advance Solutions will provide all services remotely. • Out-of-the-box (OOTB) processes will be recommended. Any major customization from OOTB recommendations should be reviewed, estimated, and approved as a change order. • Under the scope of this project, Advance Solutions will not make changes to the city’s third-party systems. Proposal for Website Redesign pg. 34 Estimating Resources for Optimal Service Delivery We use the “top-down” approach for estimating project resources and developing and delivering products or services, which is grounded in agile methodology. This approach is based on gross-level estimation techniques on feature sets, progressive elaboration and rolling-wave planning methods to drill-down to the task level on a “just-in-time” basis, iteratively uncovering more detail at each deeper level. The top-down method uses currently available information to provide gross-level estimates. Rolling- wave planning is then used to incorporate new information as it is learned, further refining estimates and iteratively elaborating with more detail as a project progresses. This method of learning “just enough to get started,” with a plan to incorporate more knowledge as work outputs evolve, allows the project team to react quickly to adversity and changing market demand. (This approach is in contrast to the “bottom- up” method, where all detail regarding the product must be defined before project schedule and cost can be estimated: this has the risk of “speed of change,” meaning that the speed of new development tools and the speed of access to new knowledge is so great that any delay in delivery leaves one exposed to the risk of delivering an obsolete product. The “top-down” methodology mitigates against the “speed of change” risk.) The point of Agile methodology is to be able to iterate product development at a faster and more efficient pace, which allows teams to deliver consistent and maximum business value. That requires communication and teamwork among everyone involved in the product development process, including portfolio managers, product owners, solution managers, etc. We follow the Scaled Agile Framework (SAFe), a knowledge base of proven success patterns for implementing Lean-Agile IT, software and systems development at enterprise scale. It is built on its own hierarchical structure comprised of four levels: 1. Portfolio Level: comprised of teams and individuals in charge of developing product strategy (and project funding when applicable). 2. Value Stream: includes solution architects and engineers, solution managers, and others in charge of maintaining product visions, road maps, and more. 3. Program Level: consisting of development teams, stakeholders, and other resources devoted to delivering a continuous stream of incremental releases of value. 4. Team Level: includes scrum masters, developers, product owners, and other creators directly involved in the product development, testing, and delivery processes. The benefits of a top-down estimation framework include: • Planning & Forecasting: Top-down estimation is all about planning and forecasting, and therefore provides an ideal framework for SAFe environments. Program managers can accurately measure the time and effort it will take to complete “epics” (large bodies of work that must be tackled as part of the development process), and, in turn, break those into smaller product features, capabilities, and “stories” (smaller tasks that comprise epics). They can gain valuable insight into the number of resources and skill-sets that are required to complete a project efficiently and correctly, based on known capabilities and availability of resources. Estimation also supports the Proposal for Website Redesign pg. 35 SAFe mandate for “better systems and software” by allowing teams to forecast product quality at every level of the SAFe framework. • Holistic Perspective: Top-down estimation also provides teams with a holistic view of their entire development system, thereby allowing organizations to adhere to SAFe’s “apply systems thinking” principle. That principle states that “the value of a system passes through its connections” and that “continuous attention to those interfaces and interactions is vital.” By taking a top-down approach, we can ensure that all of the connections, interfaces, and interactions within the various systems – i.e., the people, management, and processes that are involved in the production of a product/service – work together efficiently and effectively. • Alignment of Vision, Values and Velocity: Top-down estimation can also be used to align the vision, value, and velocity of an organization. Teams can gain a better understanding of the time, costs, and resources necessary to deliver backlogged, approved systems, as well as yet-to-be- developed “big ideas.” They can quickly access data that can be used to ascertain potential risks and model alternative development scenarios as necessary. They can also account for the reality of the rate at which work becomes available and use historical productivity measures that incorporate the non-linear behavior of product development, which can, in turn, help accurately estimate schedules and plan resources for agile projects. Proposal for Website Redesign pg. 36 CUSTOMER BASE & REFERENCES Since our founding in 2008 we have we have designed, developed, and deployed more than 600 IT projects and applications for over 400 customers across the globe—including 25% of the Fortune 500. These projects cover strategic consulting, solution design, enterprise applications, organizational change management, development and deployment of services in customer service management, HR services, ITSM, ITAM, ITOM, ITBM and more. Specific to CityCloud, we officially launched it in late 2021 after years of development and testing, and was built by leveraging our wide-ranging experience across the entire IT ecosystem informing its features and benefits: the sort of experience that many website-only providers lack. It is currently being considered by several local, county and state entities. They have yet to make their decision, but we expect the adoption of CityCloud to grow as it gains greater exposure in the marketplace and as governmental entities of all sizes invigorate their digital transformation. For illustrative purposes, our book-of-business includes the following past or current customers for whom we have provided IT services of varying complexity: In lieu of CityCloud-specific references (assuming those entities considering CityCloud have not made a decision by the time Lake Elsinore selects its finalist bidders), we would gladly provide other references if we are selected as a finalist bidder. These references could speak to our overall expertise and approach across other IT services and products that underpin our ability to develop and deliver custom applications like CityCloud. Proposal for Website Redesign pg. 37 COST OF SERVICES City of Lake Elsinore Website Re-design and Hosting Services Including Maintenance and Support Services Cost Start-up Initial Design and Implementation (One-Time Expenditure) $60,000.00 Year One (1) Hosting, Maintenance and Support Services $60,000.00 Year Two (2) Hosting, Maintenance and Support Services $60,000.00 Year Three (3) Hosting, Maintenance and Support Services $60,000.00 Year Four (4)* Hosting, Maintenance and Support Services $61,350.00 Year Five (5)* Hosting, Maintenance and Support Services $61,350.00 Total Five-Year Cost: $362,700.00 * Years 4 and 5 reflect an increase of 2.25% over annual costs applied for each of years 1-3: this modest increase will guard against higher cost increases in an increasingly inflationary environment. Costs are inclusive of: • Training and implementation. • Monthly reports. • Licensing. • Website hosting and platform maintenance, routine updates, patches, hot fixes, etc. • Mobile functionality. • CRM. • Workflow engine. • 24/7 technical support for any issue. • An experienced industry-leading partner for future digital transformation initiatives. Confidentiality Request: If allowed under the procurement protocol of this RFP and relevant state or local regulations governing public bids, we request that the pricing information shown on this page be kept from public release. We will defer to the city regarding the applicability of this request. SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. INSURER(S) AFFORDING COVERAGE INSURER F : INSURER E : INSURER D : INSURER C : INSURER B : INSURER A : NAIC # NAME:CONTACT (A/C, No):FAX E-MAILADDRESS: PRODUCER (A/C, No, Ext):PHONE INSURED REVISION NUMBER:CERTIFICATE NUMBER:COVERAGES IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. OTHER: (Per accident) (Ea accident) $ $ N / A SUBR WVD ADDL INSD THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. $ $ $ $PROPERTY DAMAGE BODILY INJURY (Per accident) BODILY INJURY (Per person) COMBINED SINGLE LIMIT AUTOS ONLY AUTOSAUTOS ONLY NON-OWNED SCHEDULEDOWNED ANY AUTO AUTOMOBILE LIABILITY Y / N WORKERS COMPENSATION AND EMPLOYERS' LIABILITY OFFICER/MEMBER EXCLUDED?(Mandatory in NH) DESCRIPTION OF OPERATIONS belowIf yes, describe under ANY PROPRIETOR/PARTNER/EXECUTIVE $ $ $ E.L. DISEASE - POLICY LIMIT E.L. DISEASE - EA EMPLOYEE E.L. EACH ACCIDENT EROTH-STATUTEPER LIMITS(MM/DD/YYYY)POLICY EXP(MM/DD/YYYY)POLICY EFFPOLICY NUMBERTYPE OF INSURANCELTRINSR DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) EXCESS LIAB UMBRELLA LIAB $EACH OCCURRENCE $AGGREGATE $ OCCUR CLAIMS-MADE DED RETENTION $ $PRODUCTS - COMP/OP AGG $GENERAL AGGREGATE $PERSONAL & ADV INJURY $MED EXP (Any one person) $EACH OCCURRENCE DAMAGE TO RENTED $PREMISES (Ea occurrence) COMMERCIAL GENERAL LIABILITY CLAIMS-MADE OCCUR GEN'L AGGREGATE LIMIT APPLIES PER: POLICY PRO-JECT LOC CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY) CANCELLATION AUTHORIZED REPRESENTATIVE ACORD 25 (2016/03) © 1988-2015 ACORD CORPORATION. All rights reserved. CERTIFICATE HOLDER The ACORD name and logo are registered marks of ACORD HIREDAUTOS ONLY 04/14/2022 Mehta Insurance Agency, LLC 175 West Absecon Blvd., Suite #12 ABSECON NJ 08201-2403 Sunil Mehta (609) 872-1369 (609) 872-1370 smehta@miagency.com Advance Solutions Corp 5460 McGinnis Village Place Suite 102 Alpharetta GA 30005 UNITED STATES LIABILITY INSURANCE CO. THE HARTFORD A N N PPP1554568 04/06/2022 04/06/2023 1,000,000 300,000 10,000 1,000,000 2,000,000 Excluded A N N PPP1554568A 04/06/2022 04/06/2023 1,000,000 A 0 N N CUP1563125A 04/06/2022 04/06/2023 1,000,000 1,000,000 PR/COMP OPS AGG 2,000,000 B N N 13WBCBW3079 10/03/2021 10/03/2022 1,000,000 1,000,000 1,000,000 IDC Technologies Inc. 920 Hillview Court, Suite # 250 Milpitas CA 95035