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Home My WebLink AboutGranicus Response to Lake Elsinore RFPEmpowering Modern Digital Government Bryan Kim Account Executive, AK, AZ, CA, HI, NM, OR 720.745.6572 Bryan.kim@granicus.com Granicus 1999 Broadway, Suite 3600 Denver, CO 80202 www.granicus.com Date: April 29, 2022 The City of Lake Elsinore Website Redesign 2 Section 1 Cover Letter 2 Dear Selection Committee Members, Thank you for the opportunity to submit a proposal for the upgrade of The City of Lake Elsinore’s website. Based on our conversations and the thoroughness of your RFP, we feel our comprehensive offering will enable you to transform your web presence into a true “Digital City Hall.” Granicus is uniquely positioned to help you serve, engage and reach –residents, visitors and businesses in the City of Lake Elsinore. Here is how we can help you: •Serve. Like most government organizations, you are looking to bring more services online. We’ll help you transform your website into a true service portal. We’ll start by identifying the top tasks users perform on your website –like paying a ticket –and make it easy for visitors to find and complete those tasks. •Engage. Connect with your citizens in a whole new way. With Granicus govAccess you can gather input on important issues, conduct polls, and aggregate and analyze data to inform public policy. •Reach. Extend the reach of your website with Granicus govDelivery. Send targeted campaigns to our network of more than 220M subscribers nationally. •Protect. Keep critical data safe by working with a vendor serving federal agencies that require the highest levels of security. At a time when ransomware attacks are growing in local government, you can never be too careful. We are here to help! •Mobilize. With nearly 50 percent of traffic to local government websites coming from a mobile device, responsive design is no longer enough. Granicus offers the tools to truly optimize the mobile experience for your users. We see tremendous potential for your website and would welcome the opportunity to help you achieve it. I look forward to talking with you soon about what’s next for the City of Lake Elsinore. Respectfully submitted, *Because much of our proposal cont ains propriet ary trade secrets that could subst ant ially harm Granicus financially if revealed, we ask t he Cit y t o allow us t o redact this document prior to fulfilling any public records request per 5 U.S.C. §552(b)(4) and O.C.G.A. §50-18-72. DocuSign Envelope ID: 518B573F-EA0F-403B-9937-2DE503BE81DD Maxwell Buccelli 4 Contents Section 1 –Cover Letter 2 Section 2 –Executive Summary 5 Section 3 –Technical Requirements, Services 11 Section 4 –Proposed Investment 45 Section 5 –Project Experience / References 54 Section 6 –Project Timeline 58 Section 7 –Professional Services Agreement (Attachment B) 66 Section 8 –Evidence of Insurance 85 Section 9 –About Granicus 88 Section 10 –Qualifications of Key Personnel 91 Section 11 –Organizational Chart and Methodology 92 5 Section 2 Executive Summary 6 Better Serve Your Citizens Your citizens approach their digital interactions with government in the same manner they do elsewhere on the web –as customers. Whether they are looking for information on a consumer website or a government website, they expect to find clear and understandable answers to their questions,quickly, in plain language they understand, at any time of day and via the device of their choice. Increasingly, that device is a mobile one, which requires additional thought to ensure this emerging group of site visitors can easily navigate your site. The Granicus Experience Granicus has partnered with more than 800 leading local government agencies to design, develop and host their websites. Through these partnerships we continuously evolve our processes and technology to put our government clients at the forefront of innovation in digital government. Everything we do contributes to our mission to help YOU create a superior digital customer experience including: “I’ve never worked with a vendor that has been more invested in our success.” Robert Rasmussen Assistant IT Director Amarillo, TX A CMS that powers superior digital citizen experiences. After we hand over your new website, our CMS solution is there to help you carry on the superior digital citizen experience mission. The casual user can easily update the website with fresh content and visuals, while the power user can monitor, manage, analyze and optimize the website over time. Ongoing support and continuous improvement that helps ensure your website evolves with customer expectations. The Granicus team conducts an annual analysis of your website using proprietary data and makes recommendations to improve your customer experience leveraging our flexible CMS. You’ll also benefit from a guaranteed free redesign. A citizens-focused project approach that starts with research into how your website visitors want to engage with you and what services and information is most important to them. We’ll also interview internal stakeholder to understand your goals. This research informs the design, content structure and development of your website –ultimately helping you deliver a superior digital CX. Executive Summary 7 Lake Elsinore, CA The first goal with any website redesign is to understand your community and what visitors to your website are looking for from a digital experience with their local government. Census data helps us start to understand your unique community and the additional content, services or focus areas to consider outside of the norm. FOCUS AREA Lake Elsinore US Population Growth %0.1% Population 70,265 Under 5 yrs old 9.3%6.0% 65 and over 8.9%16.5% 25+ Bachelor's degree or higher 21.8%32.1% Disabled under 65 5.8%8.6% Living in poverty 13.7%11.4% Speak language other than English at home 42.5%21.6% Household with broadband internet subscription 91.6%82.7% Mean Travel Time to Work 42.9 mins 26.9 mins •Positive Population Growth –Lake Elsinore is a thriving community with downtown revitalization efforts attracting residents and businesses. The city’s new website should reflect the vibrant community and all it has to offer through imagery and spotlight copy. •New Residents -With thousands of new residents moving to Lake Elsinore each year it will be important to consider what services and information they may need. Also, keep in mind that these visitors might not understand local terminology and landmarks. •Residents with broadband internet –Your population has more residents with a broadband internet subscription than the national average. This indicates a population willing to go on-line to conduct business with the city. Executive Summary -Continued 8 Project Vision The desire is to update the government website by improving the information architecture (IA), the user experience (UX), simplify content discoverability, and an improved navigation architecture, especially in the mobile platform. Your Goals Common Pitfalls >Simplify discoverability A cookie-cutter approach to citizen services. Your community’s needs are unique and not easily comparable even to those of communities of the same size. Many communities inadvertently bury the services most important to their citizens by simply porting over their existing content. >Improve user experience User experience (UX) is not enough. Many communities fall into the trap of department-centric web design that optimize disjointed user experiences rather than a holistic customer experience (CX). >Improve accessibility A set-it-and-forget-it approach to accessibility. Accessibility standards are changing constantly and today’s most accessibly website design may no longer protect you from legal action tomorrow. What You Might Be Missing The cost of integrating current communication and agenda stacks across disparate vendors significantly increases the Total Cost of Ownership of a new site. The current RFP does not do enough to address the significant internal costs of using disparate solutions on a day-to-day basis. Many existing government websites rank below other very similar community websites in its level of security. That vulnerable situation opens the government organization up to potential risk events that the security requirements stated in the RFP may not be able to address. Executive Summary -Continued 9 The Cost of Not Getting it Right 31% have experienced cyber attacks on operational technology infrastructure Organizations 141 average cost per lost or stolen records –or $40 million cost of breach involving 1 million records Dollars Per Person 2,000 were filed in 2018 alone alleging website accessibility issues for the disabled –a 177% increase against 2017 Lawsuits 43% making it the most expensive component of cyber attacks Costs of Info Loss 66% FAIL outright or take much longer to install due to excess complexity IT Projects $200 spent due to poorly deigned customer experiences for cities larger in size Per Day in Customer Calls Executive Summary -Continued 10 “I have to sort through long menus featuring one city department after another just to find for the service I’m looking for… I might as well just call and talk to a real person.” -Citizen “I changed to a more sophisticated eReader and now I can’t engage with my city as easily as I used to!” -Citizen “I spend most of my day switching from one system to another, duplicating my work because our communications stack is patched together! And when something breaks it’s nearly impossible to pinpoint whose responsibility it is to fix it!” -City Official “We’ve spent a lot of time and energy making our website accessible, but it feels like every time we make an improvement to our content we have to go back to the drawing board when it comes to ADA.” -City Official The Cost of Not Getting it Right Executive Summary -Continued 11 Section 3 Technical Requirements CMS, Hosting, and Security SITE INFRASTRUCTURE: 1. Recommendation for content management system. Granicus offers a proprietary content management system specifically built for government organizations. The govAccess CMS powers digital experiences ranging from small townships and special districts to the Top 10 most populous Cities and Counties across U.S. and Canada. Thousands of government agencies receive annual rewards for the responsive, citizen-centric websites delivered by Granicus. 2. Conforms to all modern web standards and security requirements (including being secured via SSL/HTTPS). SSL Encryption:The content delivery network (CDN) included in our proposal will cover the implementation of SSL certificates at no additional cost. User Security: Secure login system (SHA-256 with a Hash Encryption), with option of integration with Active Directory (AD) or ADFS. User roles, groups, security permissions, and configurable workflow (approval) included with system. Administrative users can define workflows and approval cycles in conjunction with both permissions and security roles. Standard modules work with these approval cycles and users define either a general work process or very granular processes and states. Users with the appropriate permissions can approve, reject, or publish content in addition to leaving comments along the way. User permissions are very granular and include the ability to create and delete accounts with the requisite permissions. Audit Trail: Every interaction is supported with email notifications and an audit log tracks all changes by every user - last modified, last published, edited by, and more. 3. Uses a mobile-friendly and responsive platform that is accessible and usable. Your new website is mobile responsive - meaning the website design, including all forms, module data, page content, interactive elements, etc. will adapt automatically for optimized browsing and navigation on smart phone browsers. Granicus’ primary objective is to develop a website that makes it easy for people to get things done online. To achieve this mission, our process begins with an extensive focus on customer experience (CX), which gives us an understanding of your unique community and what they’re looking to do on your website. Comprehensive Analysis We’ll compile data in a variety of ways, including: Heatmap Analysis: Heat maps help us gain an understanding of how people are interacting with your content. The information gathered is helpful to us as we determine how to organize content and information to best attract users to your site. Web Analytics: We leverage data from Google Analytics to understand the most frequently visited pages, top referring sources, bounce rates, etc. This data supplements our heatmap analysis to inform recommendations for your website. Community Survey: A survey of your community will help us understand what kinds of tasks residents are most frequently looking to complete on the site. Having anecdotal feedback helps ensure we’re on the right track. Stakeholder Survey: We also survey your internal stakeholders to gather information on the current goals and tasks of your website from an internal point of view. Recorded User Testing: Users will be recorded as they attempt to complete tasks on your website. This method has consistently uncovered valuable insight into how a website can be confusing to those who don’t use it everyday. Site Usability Report Based on the results of our research, our NN/g Certified User Experience Specialist will compile a custom Usability Report, summarizing findings and recommendations. This document should be shared internally to provide alignment for key project decisions. We only work with government clients, over 5,500 special district, local, state and federal clients across all products. All clients have to maintain ADA/Section 508 compliance. We are continually updating our CMS to comply with requirements, confirming successful navigation using screen readers and implementing ADA- compliant design. All images are maintained with meta data text (alt, description, long description). We have also partnered with SiteImprove for pre-golive site scanning to confirm Level AA error (Federal) compliance for content. Our CMS includes a unique native integration with SiteImprove, if you choose to partner also with this third-party service. We have additional user-based ADA compliance tools which we can demonstrate and offer with the project launch (e.g., UserWay). 4. A simplified navigation system that better tells the story of our City than our current site. The overall information architecture (IA) and navigation design is determined during Phase 1 of the project process. Site map consultation or guidance on the final navigation structure is delivered by your dedicated project manager. We will use these valuable inputs to inform the navigation design of your website - so that it is intuitive for both internal users and your citizens. We provide global navigation with the ability to customize mega menus into columns with added content including photos, news/calendar feeds, document lists. Departments have options for a side navigation widget for navigating content of internal sections. We also provide drag & drop management of the sitemap structure (i.e., location of pages). 5. A flexible and simplified homepage that helps send visitors to the right place and provides greater flexibility for modifications. The govAccess CMS allows users with appropriate permissions and security roles the ability to quickly swap the main homepage design for an alternative homepage (e.g., an Emergency or Seasonal Home Page) in seconds. Alternative homepages serve the purpose of short-term necessities such as emergencies, voting results, large events such as festivals, or other important changes happening within an organization. The govAccess CMS allows users with appropriate permissions and security roles the ability to quickly swap the main homepage design for an alternative homepage in seconds. The system is designed to be used without any HTML or web development knowledge. The system allows for drag-and -drop of content, images, Call-To-Action buttons, and changing of homepage content with no HTML knowledge required. 6. Aligns with Web Content Accessibility Guidelines (WCAG 2.0 A, AA), the Federal Access Board under section 508 subsection 1194.22 of the Rehabilitation Act and Americans with Disabilities Act (ADA) best practices. We only work with government clients, over 5,500 special district, local, state and federal clients across all products. All clients have to maintain ADA/Section 508 compliance. We are continually updating our CMS to comply with requirements, confirming successful navigation using screen readers and implementing ADA- compliant design. All images can be maintained with metadata text (e.g., alt, description, long description). We have also partnered with Siteimprove for pre-GoLive site scanning to confirm Level AA error (Federal) compliance for content. We have services available that can rectify any discovered WCAG 2.0 Content Violations. Our CMS includes a unique native integration with Siteimprove, if you choose to partner with this third-party service. We have additional user-based ADA compliance tools which we can demonstrate and offer with the project launch (e.g., UserWay). The CMS makes every attempt to force user content to comply with WCAG 2.0 standards and provides all the tools for ADA/AA so the content conforms to the standards. We launch the site with ADA compliance while adhering to WCAG 2.0 standards. We can also integrate with such tools as Siteimprove to help maintain that initial compliance and keep the content under close watch for issues that could arise later. The system is built to accommodate a very modular and nuanced structure allowing for coding changes as standards change down the road to keep the system in compliance with a very low level of effort. Granicus offers additional training with ADA compliance and usability. These services include: • Design & Test Website for WCAG 2.1 – Every new website will go through rigorous testing to comply with accessibility standard using both automated tools like Siteimprove and screen readers like JAWS. • Develop an Accessibility Statement – Communicating a dedication to accessibility is important for a modern digital government and an accessibility statement should be visible in every site footer. • Train-the-trainer – Learn the most important WCAG 2.1 standards, why they are important, and how to create content that conforms with these guidelines using the govAccess CMS and supporting features. • Manually Test Top 5 Tasks – Choose one impairment (i.e., vision, hearing, motor skills, or cognitive) and Granicus' partners will test the new site’s top five tasks and deliver a report with remediation recommendations. • Reformat Up to 250 Pages – Ensure an accessible content migration effort; Granicus will reformat the top pages ranked by site traffic to conform with WCAG guidelines. 7. Allows seamless integration with mobile devices, apps, blogs, social media tools, and video. Users can embed video and audio files such as Vimeo and YouTube in addition to Facebook and Twitter feed embeds. Other native integrations with social networking platforms Facebook and Twitter allow for social media campaign management with inline editing - if permissions and security roles are assigned. 8. Functionality for multiple languages represented. (Minimum English & Spanish) If your current website has Google Translate's Website Translator implemented it can be applied to the new website; however, Google has stopped offering new implementations. Specific content translations are available for additional charge through Granicus Experience Group and can be added to scope of work upon request. 9. Version control system or similar solution to satisfy state record retention requirements. The proposed solution will meet this requirement. Our solution can auto-archive as pages are updated. There are no limitations on the number of versions or archives. 10. Provides smooth and dependable interplay with internal and external websites and portals. Your new website is mobile-responsive - meaning the website design, including all forms, module data, page content, interactive elements, etc. will adapt automatically for optimized browsing and navigation on smart phone browsers. We will launch your site with an enhanced mobile homepage, capturing the ease-of-use of an "app-like" experience and navigation, without building/launching/updating a mobile app. We have additional tools included which allow for drag-and-drop customization of any page or template mobile view, to reorder content or hide/show content. Editors can easily create, update, and delete hyperlinked text to both internal and external URLs. If internal, then users have an option to either paste the direct link or choose the page from a sitemap selector. govAccess can be configured to display a splash screen notifying the visitor they are leaving the website when clicking on an external link. 11. Utilization and alignment with web analysis tool. The City currently uses Google Analytics. Google Analytics tracks site traffic across the website and the Granicus team will help install the tracking code, if it does not already exist. The govAccess CMS then displays these analytics directly in the custom user dashboards, if desired for easy graphical visualization. Top pages, geography of site visitors, device type (e.g, mobile, tablet, desktop) and other metrics are all included in this integration with Google Analytics. 12. Incorporate group SMS and email notification system to enable staff to send out bulk messages when content is added/changed based on preferences set by site visitors. Example: being notified when a news item is posted, event added to the calendar or a specific web page is updated. The govAccess CMS supports eNotifications as currently used by City of Lake Elsinore to promote content updates such as events or news releases. Email notifications would be delivered via the integrated govDelivery solution. To send out SMS/text notification specifically you will need a govDelivery subscription available offered as an optional service at an additional cost. A govDelivery subscription also provides more robust email functionality, including A/B testing, segmentation, and campaign management. DESIGN LOOK & FEEL: 1. Calendar tool that is intuitive and loads quickly, viewable by list, week, or month and integrates with social media. One Master Calendar – Permissions for all other calendars - Control which calendars show up where on your site, with permissions, tags and more • Set up Tags, Departments and Categories – Allows you to pre-filter calendars by department or event category • Dynamic Filter – Allow the public to filter through options to view all events • Events with Submission – Allow the public to submit events and city staff to review before publishing. Increase engagement with turning on submissions. • Stylize – Create styles and layout options to post information in readable ways throughout your website. And choose from a variety of displays. • Integrations - Ensure calendar information rolls into one system. Included is integrating Trumba events calendar RSS feed into the govAccess Calendar using the same method or API for Active Network events calendar. • Social Integration - Connect your calendar to Facebook and Twitter accounts. Set permissions for who can post to specific accounts, set up multiple social media accounts, customize social posting, set recurrences, future post dates and preview all in one place! Visual displays include a calendar grid, advanced calendar grid, mini grid, tiles, meetings view, box list, or a standard list of events that can be constrained and/or filtered (e.g., by department, by category, etc.) 2. Incorporate existing site branding as theme throughout all pages. The design process and methodology defines the overall style guide for the future website by developing a mood board. These branding guidelines are carried throughout your new website styles and page templates to ensure overall brand governance and to maximize usability for site visitors. If desired, an option to provide specific department branding does exist - details are available upon request. 3. Provides a smart search engine that is user-friendly, scalable, and functional. The search engine indexes the entire website by default, and will only return search results within the bounds of your website. Predictive search, search synonyms, real-time indexing, and knowledge cards are included at no additional cost. Our search engine has built-in customization features including configuring for synonyms (e.g., trash -> rubbish, garbage, recycling). Options to add keywords and metadata to CMS content can strengthen and customize the search results. You will also be able to take advantage of the govAccess Service Finder that can be set up to accommodate "I Want To.." logic search and step-by-step guidance to information and services. 4. Incorporate community announcement section/capability. The system comes with a built-in news management system complete with expiring content as well as the ability to archive or auto archive on a time table. News items include filters, sorting, searching, and drill-down capabilities to detail views. Tags and other metadata such as categories and departments are also available to constrain content while creating the idea taxonomy. This will let you dynamically display news where applicable throughout the website. 5. Includes quality translation tools. We include integration with Google Translator widget if provided or currently already in use. Also included is integration with other automatic translation services such as Bablic. All pages on the website will have HTML lang attribute specified for use with in-browser translation. 6. Optimized for mobile/touch device interaction. Your new website is mobile-responsive - meaning the website design, including all forms, module data, page content, interactive elements, etc. will adapt automatically for optimized browsing and navigation on smart phone browsers. We will launch your site with an enhanced mobile homepage, capturing the ease-of-use of an "app-like" experience and navigation, without building/launching/updating a mobile app. We have additional tools included which allow for drag-and-drop customization of any page or template mobile view, to reorder content or hide/show content. With our Mobile Designer, you can optimize content for site visitors visiting from a mobile device; reorder or hide specific content for complete control over the experience. CONTENT MANAGEMENT 1. Ability to organize and manage uploaded documents and images. We provide a variety of options including Document and Image Centers, bulk uploading, drag-and-drop organization, simple text name, click-to-make-private, custom alt tag, resizing and cropping, site-wide replace, reverse location lookup (instantly see where a document or image is linked to or displayed on the site), and permissions/security options. We recommend that image opacity be set from within a dedicated image editing solution. 2. Ability to archive outdated documents and images. Content archives/versions during the authoring state occurs automatically. For content such as News items requiring an archive on the front-end of a website, then a time limit can be assigned like 90 days. Content archive/placed into the trashcan before permanent deletion also follows a configurable time limit. 3. Ability to optimize uploaded videos, pictures, and graphic files for quickest page loading. govAccess will give you information on the image size uploaded, as well as the ability to crop and optimize the images for quicker loading. The image management system also has features to help keep this content ADA-compliant. 4. Interactive media galleries to publish and display media content. Also allows for members of the public to download specific media content. We provide a variety of options including a Document Center and Image Library, bulk uploading, drag-and-drop organization, simple text name, custom alt tag, resizing and cropping, site-wide replace, reverse location lookup (instantly see where a document or image is linked to or displayed on the site), and permissions/security options. We recommend that image opacity be set from within a dedicated image editing solution. The system also allows you to embed standard video, photo galleries, slideshows, carousels, and other image library widgets. Users can embed video and audio files such as Vimeo and YouTube in addition to Facebook and Twitter feed embeds. 5. Document galleries to organize and publish documents according to subject matter. govAccess includes a comprehensive Document Management System allowing for beautiful document displays across the site with the ability to display a root directory, curated collection of documents, as well as the ability to display a specific folder dynamically on a page. This system features dynamic linking allowing you to change out a document without having to change pages using this document, as well as built in reporting informing you on site usage of any individual document and any pages across the site referencing or using that document. 6. List module for creation and organization of logically related items into lists that can be shared on multiple pages but managed within single list. Example list content: staff directory, contacts and links. All of the components store the data centrally and then can be displayed on pages across the site broken down by categorization. For example, the Staff Directory component stores all of the records for all staff members in a central component but allows the display of just a department or category contained within the staff directory on a particular page. This is true of the staff component, calendar, Document Management System, image management system, facility component, forms component, and all of of our other components. 7. Ability to specify a publishing schedule for specific content. Almost all of the content tools in govAccess allow the user to set a publish and expiration date for content with an intuitive interface. 8. Versioning and indexing of content to meet State of California Records Retention and Retrieval requirements. The proposed solution will meet this requirement. The system allows for autosave and manual save of content while updating pages and documents, this makes it very easy to version and roll back. 9. Flexible page/content designer. Drag and drop page design and placement of content modules (aka “widgets”). All users with appropriate permissions or security roles have the ability to place dynamic widgets on a page. Many widgets exist for content types such as calendars, directories, FAQs, search results, and more. Every widget also includes the flexibility to configure settings and control how the content is displayed on the website. CONTENT EDITOR 1. WYSIWYG rich text editor. All users with appropriate content permissions and security roles can leverage an easy- to-use WYSIWYG editor to create and manage content. Advanced users can change the editor to HTML view where users can create HTML, CSS, or Javascript. 2. Spell checker. Our editor includes spell-check functionality. 3. Ability to limit certain features of WYSIWYG editor to maintain common look and feel throughout the website. All users with appropriate content permissions and security roles can leverage an easy- to-use WYSIWYG editor to create and manage content. Advanced users can change the editor to HTML view to insert HTML, CSS, or Javascript. 4. Content publisher control of associated meta data. Content authors have the ability to add unique and relevant titles, descriptions, and keyword data in support of search engine optimization. Options to add keywords and metadata to CMS content can strengthen and customize the search results. NAVIGATION 1. Versatile menu and navigation options. We provide global navigation with the ability to customize mega menus into columns with added content including photos, news/calendar feeds, document lists. Departments have options for a side navigation widget for navigating content of internal sections. We also provide drag & drop management of the sitemap structure (i.e., location of pages). 2. Breadcrumb navigation. Sitemaps, breadcrumbs, and friendly URL structures are automatically updated when content is added, edited, or removed from the website. 3. Secondary level navigation within specific content subject matter areas. The solution meets this requirement. 4. Friendly URL’s. We provide a Friendly URL Module as part of our standard offering. 5. Addition of external pages to navigation. Editors can easily create hyperlinked text to both internal and external URLs. If internal, then users have an option to either paste the direct link or choose the page from a sitemap selector. 6. Flexible navigation tools that facilitate management of common links across site. We provide global navigation with the ability to customize mega menus into columns with added content including photos, news/calendar feeds, document lists. Departments have options for a side navigation widget for navigating content of internal sections. We also provide drag & drop management of the sitemap structure (i.e., location of pages). 7. Ability to reorganize content to different sections of the website without manually changing content links. The proposed solution will meet this requirement. MASTER CALENDAR FUNCTIONALITY 1. Master calendar to share events, meetings, holidays, etc. that can be managed in a main calendar and shared across the website by content/subject matter category. Calendar functionality includes the ability to add, edit, copy, delete, import, and export event listings through a wizard-like user interface. Events also include the ability manage event registrations with full waiting list functionality and the ability to accept online payments. Visual displays include a calendar grid, advanced calendar grid, mini grid, tiles, meetings view, or a standard list of events. The system has built-in functionality to support categorization of calendar events based on departments and categories. You can decide when you inject a calendar onto a page, what departments and categories should be displayed on that calendar, and you can display all events on a calendar. 2. Generate links (i.e. iCal) for users to add events to mobile and desktop calendar programs. Residents can add individual events to their Google and iCal calendars or subscribe for notifications as well as RSS feeds. 3. Provide for members of the public to register for events posted to the City’s website calendar including the ability for staff to set attendance limits and allow for a waitlist when the limit is reached. Our Calendar Module allows City of Lake Elsinore to create events/classes, display the events/classes, and provide schedules. Registration functionality is included with the Calendar Module, and includes an option for payment through a native integration to Paypal, Authorize.net, Heartland, and Sturgis. The number of available registrants can be limited per event and email notifications are sent to registrants and persons on the waiting list. SECURITY/AUTHORIZATION 1. Ability to centrally add and manage users and specify access rights. The Granicus CMS allows unlimited role- and user-based groups to be created including Super Administrators, Departmental, and Body Administration, and user permission settings down to individual features and report permissions. 2. Ability to create groups with different access rights. The Granicus CMS allows unlimited role- and user-based groups to be created including Super Administrators, Departmental, and Body Administration, and user permission settings down to individual feature and report permissions. Users with the proper permissions can define user and/or group access rights. 3. Ability to limit certain group members from specific content and content management functionality. This is a standard feature of the solution, as we provide user permission settings down to individual features and report permissions. 4. Ability to manage logged in users. All user rights are managed by the cloud-based CMS platform. You have the option to require password reset on next login for one or many users. Users have the ability to retrieve a lost or forgotten password from the login page. We have an Active Directory (AD via LDAP) integration option, which can provide for admin user account authentication (login only) via AD LDAP. 5. Publishing Workflow with ability to customize by security group and user. The Granicus CMS allows unlimited role- and user-based groups to be created including Super Administrators, Departmental, Body Administration, and user permission settings down to individual features and report permissions. Administrative users can define workflows and approval cycles in conjunction with both permissions and security roles. Standard modules work with these approval cycles and admins configure either a general work process or very granular processes with specific states. Users with the appropriate permissions can approve, reject, or publish content in addition to leaving comments along the way. Every interaction is supported with email notifications and an audit log tracks all changes by every user - last modified, last published, edited by, and more. 6. Audit trail and reports of changes to content within the CMS. This is a standard feature of our solution. Audit logs and reports detailing recent changes are filterable by category, content group, and date ranges. Items pending expiration, approval, or recently published items are available to review in both report form and a customized dashboard block. ADDITIONAL FUNCTIONALITY 1. RSS consumption and display of external resources. RSS feeds are fully supported across primary content types such news, events, job posts, meeting updates, and more. 2. RSS production on frequently updated content such as news releases and calendar events. RSS feeds are fully supported across primary content types such news, events, job posts, meeting updates, and more. 3. “Share This” social networking site links for site visitors to share content on Facebook, Twitter, etc. Social media sharing of ANY content elements posted to the CMS (e.g., News, Calendar, Forms, Pages) is currently done via Facebook and Twitter. Sharing allows for one or several posts to be created, customized, scheduled, recurring, and tracked with unique backlinks embedded in each post. 4. Site templates must be ADA / 508 standards compliant. We only work with government clients, over 5,500 special district, local, state, and federal clients across all products. All clients have to maintain ADA/Section 508 compliance. We are continually updating our CMS to comply with requirements, confirming successful navigation using screen readers and implementing ADA- compliant design. All images are maintained with metadata text (e.g., alt, description, long description). We have also partnered with Siteimprove for pre-golive site scanning to confirm Level AA error (Federal) compliance for content. Our CMS includes a unique native integration with Siteimprove, if you choose to partner also with this third-party service. We have additional user-based ADA compliance tools which we can demonstrate and offer with the project launch (e.g., UserWay). 5. CSS template features for viewing text only, printing, and mobile access versions of the site. Global CSS styles are established during the design phase and managed by Granicus (updates can be made to global styles via live chat support). Inline CSS styles can be added to any page using the code view of a content widget. We offer services to build out styled sections of the website for unique departments, as well as Subsite options for more dynamic agency or section branding. Our templates, front-end coding and some of the back-end stack uses HTML 5 and CSS 3. Templates can be shared, provided that users have the appropriate permissions. HTML and CSS can also be manually added to any content area widgets. 6. Software Development Kit - Ability for the City to create custom pages and content within the site’s templates to facilitate integration of other e-Gov services software such as GIS, permitting, online bill payment, constant contact, See Click Fix etc. The proposed solution has an API, the ability to also create customized RSS feeds, and inject custom code for integration with other components, as well as the ability to use our developers toolkit which allows the creation of custom components. 7. Search engine that can be directed to index both internally and externally hosted website resources. The search engine indexes the entire website by default, and will only return search results within the bounds of your website. Predictive search, search synonyms, real-time indexing, and knowledge cards are included at no additional cost. Our search engine has built-in customization features including configuring for synonyms (e.g., trash -> rubbish, garbage, recycling). Options to add keywords and metadata to CMS content can strengthen and customize the search results. You will also be able to take advantage of the govAccess Service Finder that can be set up to accommodate "I Want To.." logic search and step-by-step guidance to information and services. 8. Centrally managed “News Feed” (aka blog) that can be browsed via its own dedicated page and appears within “headline” info boxes/widgets on other appropriate pages within the site. The system comes with a built-in news management system complete with expiring content as well as the ability to archive or auto archive on a time table. News items include filters, sorting, searching, and drill-down capabilities to detail views. Tags and other metadata such as categories and departments are also available to constrain content while creating the idea taxonomy. This will let you dynamically display news where applicable throughout the website. 9. Ability to implement a temporary landing page that is displayed when a user browses to the site’s root in order to convey critical information such as during an emergency. Emergency Alerts and Banner functionality displays important, timely information across the top of the website. Notifications support both plain text and hyperlinks to other important information. Alternative homepages serve the purpose of short-term necessities such as emergencies, voting results, large events such as festivals, or other important changes happening within an organization. The govAccess CMS allows users with appropriate permissions and security roles the ability to quickly swap the main homepage design for an alternative homepage in seconds. 10. Integration with GIS data sources. Our GeoFinder can operate with uploaded data without required integration to GIS. We offer various levels of integration with GIS via API or iFrame maps embedded on page. We can demonstrate examples across our 900+ government clients of GIS/ESRI integrations. 11. Ability to post classes/community events and allow for members of the public to register for them. You will be able to customize your website's sections using the Page Template builder. govAccess CMS comes with a widget library containing many options to display banners, collages, buttons, dynamic content, etc. Calendar functionality includes the ability to add, edit, copy, delete, import, and export event listings through a wizard-like user interface. Events also include the ability manage event registrations with full waiting list functionality and the ability to accept online payments. Visual displays include a calendar grid, advanced calendar grid, mini grid, tiles, meetings view, or a standard list of events. The Facility Directory features support many levels of divisions, departments, and groups such as: categories, email addresses, thumbnail images, and details which are included in the details section of the page; all sensitive information includes the option to either hide or display items using a system configuration. You can also offer Facility Registrations. 12. Ability for members of the public to comment/provide feedback on published web pages/content. A link to a feedback form (managed by the system) can be included as a fly-out from every page, or as an option in the header or footer. 13. Ability to publish web forms for collecting and classifying information from members of the public. The OpenForms form builder provides an easy to use, full-featured drag and drop style interface to enable users of varying technical proficiencies to build beautiful, responsive and accessible forms. By utilizing OpenForms workspace functionality, administrators will be able to create a number of workspaces (categories) to house forms specific to department for example. These workspaces can also have user permissions applied to ensure that only content editors who need access can view form data. All form data is stored within OpenForms and can be exported via .csv. Additionally, OpenForms provides the ability to manage data connections that could enable the team to automatically export responses to an external data base. 14. Ability to publish internal “webpages” for special projects/community campaigns. Membership groups are available to configure private members-only pages. General admin accounts provide view-only permission to non-contributors. Users are required to have edit permissions to then make any changes. 15. Customer Relation Management (CRM) functionality. Utilizing OpenForms, residents are able to complete forms completely online. Some OpenForms capability includes payment options to ensure that the resident’s entire forms experience is kept in the same environment. All form data is stored within OpenForms and can be exported via .csv. Additionally, OpenForms provides the ability to manage data connections that could enable the team to automatically export responses to an external data base. The Granicus team would need to know more about what the Village is looking to accomplish by exporting responses in order to discuss further. OpenForms has the capability to connect to external systems. Our team would need to know more around this requirement to be able to properly answer this question. Utilizing OpenForms Lake Elsinore will have the ability to create contact us forms either specific to each department ensuring that backend workflow tasks are assigned to the correct team members. • As an example, utilizing the jobs directory module residents can quickly find jobs and then apply online utilizing OpenForms in which residents can upload relevant documentation and receive updates on their application status via a robust backend workflow. 16. Virtual assistant/chat bot to help direct visitors to popular and relevant content. We can integrate with third-party live chat services and have done so in the past. We offer live chat for our support internally inside the CMS for the staff users using the back- end of the site. 17. Data driven site design – optimized for each user. Your new website is mobile-responsive - meaning the website design, including all forms, module data, page content, interactive elements, etc. will adapt automatically for optimized browsing and navigation on smart phone browsers. Granicus’ primary objective is to develop a website that makes it easy for people to get things done online. In order to achieve this mission, our process begins with an extensive focus on customer experience (CX), which gives us an understanding of your unique community and what they’re looking to do on your website. Comprehensive Analysis We’ll compile data in a variety of ways, including: • Heatmap Analysis: Heat maps help us gain an understanding of how people are interacting with your content. The information gathered is helpful to us as we determine how to organize content and information to best attract users to your site. • Web Analytics: We leverage data from Google Analytics to understand the most frequently visited pages, top referring sources, bounce rates, etc. This data supplements our heatmap analysis to inform recommendations for your website. • Community Survey: A survey of your community will help us understand what kinds of tasks residents are most frequently looking to complete on the site. Having anecdotal feedback helps ensure we’re on the right track. • Stakeholder Survey: We also survey your internal stakeholders to gather information on the current goals and tasks of your website from an internal point of view. • Recorded User Testing: Users will be recorded as they attempt to complete tasks on your website. This method has consistently uncovered valuable insight into how a website can be confusing to those who don’t use it everyday. Site Usability Report Based on the results of our research, our NN/g Certified User Experience Specialist will compile a custom Usability Report, summarizing findings and recommendations. This document should be shared internally to provide alignment for key project decisions. TECHNICAL REQUIREMENTS 1. Hosted by the Consultant or third-party hosting service (must be specified in proposal). Granicus govService is a cloud-hosted solution, available as a Software as a Service (SaaS) product and is multi-threaded and multi-tenant. It is hosted on Amazon AWS. 2. Ability to have separate development and production environments. We offer 99.95% uptime with a 90-minute RTO (disaster recovery) for the production environment. Development environment is hosted separately and is available as long as necessary. 3. Consultants will have the ability and will allow City staff to perform a hands-on demo/test of the software during the website CMS selection process. Any demos will be as close to current production environment as possible. As part of the RFP process, Granicus can provide you with a non-customized, full- featured demo environment that is representative of the backend CMS you would experience. A Granicus employee would share their screen with you and provide you with "control." You would receive a quick overview and tutorial for how to navigate and design content in the platform and then would be able to spend some time evaluating it under Granicus supervision. 4. Documentation of additional functionality and performance differences from demo will be provided. We can provide a full in-depth demo of the back-end of the CMS. It features a customizable dashboard with the users' use case in mind. Additional resources are as follows: full training for the different levels of users built into our deployment, an online help system, online documentation, chat support, phone support, and a large video library as well as free video webinars. SITE LOOK AND FEEL 1. Site must display correctly in all versionsfor major browsers, e.g., Microsoft Edge, Firefox, Google Chrome, Safari, etc. We support mobile and desktop versions of Safari, Chrome, Explorer, Edge, and Firefox. Your new website is mobile responsive - meaning the website design, including all forms, module data, page content, interactive elements, etc. will adapt automatically for optimized browsing and navigation on smart phone browsers. We will launch your site with an enhanced mobile homepage, capturing the ease-of-use of an "app-like" experience and navigation, without building/launching/updating a mobile app. We have additional tools included which allow for drag/drop customization of any page or template mobile view, to reorder content or hide/show content. 2. Site themes and/or style sheets that maintain common look and feel throughout website. The design process and methodology defines the overall style guide for the future website by developing a mood board. These branding guidelines are carried throughout your new website styles and page templates to ensure overall brand governance and to maximize usability for site visitors. If desired, an option to provide specific department branding does exist - details are available upon request. 3. Ability to apply customized look and feel within different departments/services while maintaining global navigation and website common look and feel. Templates are shared across users in a library of layouts and functionality to promote consistent usability, branding, and governance as necessary. We provide global navigation with the ability to customize mega menus into columns with added content including photos, news/calendar feeds, and document lists. Departments have options for a side navigation widget for navigating content of internal sections. We also provide drag & drop management of the sitemap structure (i.e., location of pages). We have several options available that extend the included page design tools for alternate department section branding. The ultimate level of this feature being a specialty subsite, with a completely unique look, feel, and usability (e.g., Library or Parks Subsite). 4. Ability to run custom scripts to support more advanced web features. For an additional cost, the govAccess Advanced Package includes a Developer Toolkit which allows editors the ability to create custom content including JavaScript or embed third-party applications in addition to the more traditional approach of using an iFrame. 5. Possibility of installing “plug-ins” that allows for the installation of additional modulesthat extend the out of box functionality of the CMS and allows for a more complex and customized presentation of specific types of content. Example, picture galleries, image sliders, embedded multimedia/third party content, etc. Several widgets are available out of the box in govAccess to present images and video such as slideshows. On top of that you may also using third-party embedding on any page. Custom widgets are also available for extra cost. 30 The govAccess Content Management System Our content management system, Granicus govAccess, is designed to help you deliver a superior digital customer experience to your community. So, how do we deliver on this promise? •Ease of Use & Administrative Control –Lock down user permissions while providing drag-and-drop simplicity to users where help is never more than a click away. •Mobile Management –Offer a better experience to residents by analyzing mobile traffic before customizing the display on different screen sizes. •Digital Service Delivery–Move more services online, go completely paperless, and ensure your community can easily find everything that you have to offer. •Interior Page Design –Think past the homepage and create a plan for how you will optimize the complete end-to-end customer journey with flexible technology. •Federal-grade Security –Follow the same hosting and security best practices as The White House, Social Security Administration, and Census Bureau. •Continuous Innovation–Enjoy monthly release updates and help shape the product by joining our customer council, Labs, for prototypes, beta access and more. Granicus technology serves more than 5,500 agencies across United States, Canada, and United Kingdom. If you desire something not listed, then there is a very good chance we either still offer it or the requested functionality is on our near-term roadmap. Go ahead and connect with us; we are happy to answer any questions. 200 + Council Members “I love working with Granicus because the CMS always evolves to meet the changing dynamics of local government. They never settle and always strive to deliver the best technology in the market.” Anthony Wilson, Public Information Officer City of San Angelo, Texas 31 60% of CMS users login less than twice per month. With Granicus govAccess, the casual user can easily update the website with fresh content and visuals, while the power user can monitor, manage, analyze and optimize the website over time. Did you know?Easy Authoring and Administrative Control At Granicus, we understand the complexities of managing the many departments and content editors contributing to your website. To give you time back in your day, we have simplified the experience for the casual user, while offering governance and administrative tools to ensure a consistent experience for website visitors. Granicus govAccess is a CMS built for government. With our solution you will have everything you need to manage content, including, but not limited to: •Live Chat & Embedded Training –Connect with our technical support team or teach yourself with self-service curriculums and training videos. •Wizard Interface –Walk through a guided content creation process with helpful tips along the way in a single, intuitive workflow. •Drag-and-drop Simplicity –Add content or customize your experience within seconds by configuring settings or leveraging inline editing mode. •Personal Dashboards –Tailor your workspace with dashboard blocks including content quick-adds, content approvals, reporting, analytics and more. •Social Media Management –Promote new content through multiple social accounts, customize and preview posts, and schedule a social campaign with a cadence of publish dates across channels. •Multi-channel Publishing –Promote custom content directly to Facebook, Twitter, email messages, and the website with a single click of a button. •Subsite Management –Consolidate sites into one single CMS instance to share user permissions, leverage common assets, and improve content transparency. CMS, Hosting, and Security -Continued 32 Did you know? Content Delivery Network (CDN) by Akamai 53% Of people abandon a site that takes more than three seconds to load. Millions of people visit a govAccess website each day and expectations of these site visitors continue to rise. A website re-design is the first step to deliver new rich, interactive content responsive on any device to meet this rising needs. Be careful when choosing a website partner as this approach also runs the risk of delivering a heavier site, which can slow performance and ultimately hinder the user experience. In fact, 53% of people abandon a site that takes more than three seconds to load. Granicus partners with Akamai to deliver a CDN comprised of the world’s largest and most sophisticated network which includes more than 200,000 servers across 130 countries. Our content delivery network (CDN) delivers the following benefits: Instant Scalability for Traffic Spikes A global network of more than 200,000 servers helps your site immediately scale resources to meet unexpected traffic peaks. 100% Availability A self-healing and highly resilient platform with Site Failover powered by the Akamai CDN keeps your site available to the public –even if the primary data center servers go down. Faster Page Load Times Dynamic caching, TCP optimization, and HTTP/2 support combine with SureRoute technology to find the optimal network route to improve your site performance. Increased Security with SSL All govAccess websites configured with the CDN come standard with SSL protection to deliver secure content and help prevent data theft free of charge. (technical specifications available upon request) CMS, Hosting, and Security -Continued 33 Intelligent Site Search Built for Government Predictive Intelligence to Save Time - Autocomplete displays suggested results as visitors type a query to preview upcoming search results to eliminate duplicate attempts with different terms Knowledge Cards to Increase Usability - Search results associated with a specific content type are uniquely designed to enhance the user experience and delight the site visitor Smart Filters to Refine & Isolate Results - Faceted search allows site visitors can quickly locate content based on specific attributes like content type, meta data, or Boolean logic Real-time Indexing for Immediate Updates -Push all published content via API to the central search repository so visitors can instantly find up-to-date content regardless of time of day Synonyms to Increase Search Relevancy -Link similar terms together such as trash, waste, rubbish, and garbage to ensure site visitors find the right content regardless of vernacular Included New Features CMS, Hosting, and Security -Continued 34 Mobile Management for A Modern World Mobile responsive design is no longer a luxury; it is a requirement. With Granicus, you’ll benefit from progressive mobile web design and a CMS solution that ensures your focus on creating a mobile-first experiences does not stop at your launch date. Granicus govAccess delivers all the necessary tools required for an increasingly mobile world. •Responsive Design –Deliver responsive websites across any device at any time out-of-the-box. This means it will look great on a desktop monitor, a tablet such as an iPad, or any number of mobile devices –small or large. •Analytics and Reports –Review data supplied by Google right on your personalized dashboard. Track most visited mobile pages to better understand where you can begin to start optimizing mobile content. •Mobile Designer –Optimize content for site visitors visiting from a mobile device; reorder or hide specific content for complete control over the experience.. •App-like Mobile Homepages –Include an app-like experience in your project at no additional cost to you. Streamline the resident experience on mobile devices with our intuitive app-like mobile-specific homepages. •Native Mobile Apps –Offer super tech savvy citizens the ability to download a 100% native mobile app – no fake apps with HTML wrappers –to further transform your organization. (inquire for pricing) Did you know? Approximately 49% of traffic to a government website comes from a mobile device! Top tasks change by device type. More complex tasks like applying for a building permit are done on a desk top, whereas looking up quick info about parks and rec or paying a parking ticket are more often done from a mobile device. CMS, Hosting, and Security -Continued 35 Example Sites Digital Service Delivery for Every Audience Visitors to your website are most often looking to accomplish a specific task –paying a parking ticket or learning about important information. A Granicus website helps you inform, serve, and engage residents while personalizing content to meet the unique needs of your audience. •Service Finder –Stop fighting over homepage real estate. You can now organize all available services and streamline the experience for your residents. •Geo Finders –Associate content like trash pick-up days, polling locations, or elected officials with geo-spatial information such as a resident’s home address. •Specialty Homepages –Swap the main homepage in seconds to an alternative homepage to address emergencies, election night, large events and more. •Form Transactions –Go paperless by offering 100% digital forms fully integrated with digital signatures and multiple payment gateways. •Form Library –Share best practice forms from more than 5,500 government clients ranging from small cities to larger Federal agencies. •Data Visualizations –Bring transparency to the forefront by showcasing demographic information or financial reports through animated banner displays. •Video + Image Background –Delight site visitors by showcasing your community with beautiful imagery and engaging videos; switch modes with ease. Service Finder www.Amarillo.gov Geo Finder www.Wauwatosa.net Video + Image Background www.WeHo.org CMS, Hosting, and Security -Continued 36 Did you know? Serve Residents Beyond the Homepage Did you know that 65% of your website traffic lands directly on an interior page. This is why it is so important to consider the full customer journey. At Granicus, we deliver modern designs, intuitive tools and 3rd party integrations to help you achieve your organization’s mission and achieve a bigger impact all from one comprehensive CMS. •20+ Components –Enjoy our extensive library of flexible components such as News, Calendar, Image Library, Document Central and more. These components allow you to put a custom touch on any interior page. •75+ Modules –Leverage the page designer and many dynamic modules with setting configurations to address unlimited use cases. •Mega Menu Designer –Organize static content for site visitors to easily locate pages or display dynamic content such as events and job postings. •Flexible Search –Promote pages, create search synonyms, categorize content, and integrate results across multiple products like Laserfiche and Granicus. •Department Branding –Stand out from other departments and maintain your department identify to serve your unique audience. •3rd Party and Pre-built Integrations –Extend your CMS with integrations like Siteimprove, PageFreezer, Facebook, Twitter, Google Analytics, and more. •Event Registration & Facility Reservation –Collect more revenue by managing online registrations and reservations with integrated online payments. Columbia County took a unique approach to interior pages creating guides like “Starting a Business” “When the time came to completely update and transform our website, it was refreshing to find a partner like Granicus that could innovate alongside us.” Scott D. Johnson County Administrator Columbia County, GA www.columbiacountyga.gov 65% of your website traffic lands directly on an interior page. CMS, Hosting, and Security -Continued 37 Better Connect the City of Lask Elsinore Residents to Government Services Persona-driven –Organize services by common personas such as residents, visitors, or businesses to quickly deliver information to your community. Dynamic Filter –Organize services by department, category, or most frequency; support search functions as well. This option works great for larger organizations. Dynamic Filter w/Overlay –Ensure services are easily findable from any page. This style exists as part of your main navigation so services are never more than one-click away. “I Want to …” –Organize services in plain language and guide your site visitors step-by-step through the relevant service discovery process. This option works great for smaller organizations with fewer online services. “I Want to …” w/Overlay -Ensure services are easily findable from any page. This style exists as part of your main navigation so services are never more than one-click away. Choice of various “Service Finders” include: CMS, Hosting, and Security -Continued 38 60% of CMS users login less than twice per month. With Granicus govAccess, the casual user can easily update the website with fresh content and visuals, while the power user can monitor, manage, analyze and optimize the website over time. Did you know?Open Government in a Modern World Your site visitors come to the website with a task or mission in mind. In today’s age, many people are seeking to better understand how an organization is performing or where money is spent. Turn the website into a self-service portal today. A few use cases to consider include; •Eliminate FOIA requests –Save money by showcasing things like revenue and operating budgets or other spending reports. •Promote economic growth –Share a preview of the community with demographic information, investment in new businesses or historical growth rates. •Highlight department success –Display how many potholes you filled or report on the number of incidents solved by public safety •Integrate 3rd party solutions –Embed data visuals from other existing systems such as Socrata, ClearGov, Junar, OpenGov and others. CMS, Hosting, and Security -Continued 39 UserWay Integration to Improve Accessibility Desaturation (seen above) –Site visitors coming to your site may have a visual impairment. Great government websites offer an easy way turn an entire page greyscale. Contrast View and Highlighted Links –Similar to saturation effects, other visitors will varying visual impairments which are influenced and corrected with multiple contrasting views. Built-in Screen Reader –The average reading level is 8th grade. Other site visitors might not read at all. You can improve accessibility by including a default screen reader on your site. Legible Fonts –Stylistic designs may win awards, but they exclude some of the people you serve. Government sites are required to allow a way for automatically changing this font- style. Enlarged Cursor and Text –Increase the size of both the mouse cursor and text on the screen to make it easier to see content and possible actions on your site. INCLUDED FEATURES: CMS, Hosting, and Security -Continued 40 Did you know? Optimize Your Interior Pages for Customers What makes a great journey? Content strategy best practices state the following necessities 1.Logically grouped content 2.Clear call-to-actions 3.Mobile responsiveness 4.Applied Information architecture 65% of your website traffic lands directly on an INTERIOR page. Things to Consider: “When the time came to completely update and transform our website, it was refreshing to find a partner like Granicus that could innovate alongside us.” Scott D. Johnson County Administrator Columbia County, GA www.columbiacountyga.gov CMS, Hosting, and Security -Continued 41 Our design team will create custom landing pages for different use cases: •Department overview •Emergency information •Election night •Special events •And more These landing pages are 100% configurable, allowing CMS users to: •Swap images •Change settings •Choose # of buttons •Edit addresses •Manage social media links •And more See Tyler, TX’s Emergency Homepage for Financial Transparency Emergency Homepage Alternative Homepages in Time of Need Take emergency alerting one step further - emergency happen fast and banners are often overlooked. Content editors do not have time to write content –let alone design a usable page communicating key information. The govAccess eCMS allows you to prebuild landing pages. Once built a simple setting allows you to immediately change your homepage in a matter of seconds. The most common use case seen by Granicus include preparing for an emergency, but you can easily create similar pages for election night, large events such as a festival, or even swap it out each season. CMS, Hosting, and Security -Continued 42 Proposed Technology Feature List 43 Everything a Government CMS Requires to Succeed Granicus has served government clients for more than 20 years, developing our CMS to meet the unique needs of these agencies. Decentralized authorship across many different departments leads to ranges in skill levels and requirements around approvals. Our government CMS solution delivers everything you need and more. Embedded Training & Support •Quick links (button designer) •Inline (live) editing •Live chat support •LMS curriculum & help articles •Tool tips and instructional text •Video training materials •WYSIWYG or HTML editing •Wizard interfaces •Custom dashboards •Custom quick links •“My Favorite” pages •User account settings Webmaster Tools •Mega menu designer •Mobile editor (Mobile Designer) •Custom Content •Custom Fields •Google Analytics dashboard blocks •Page layout designer Integrations •Active Directory LDAP* •Active Directory Federation Services* •Granicus “Agenda Management” •Granicus “Communications Cloud” •Import / export functionality •Laserfiche •Maps (multiple) •Open APIs and custom programming •PageFreezer •Payment Gateways (multiple) •Siteimprove (ask for other integration examples) Digital Asset Management •Image Library (centralized) •Image rotation and cropping •Image Meta Tagging •Document Central (centralized) •Document meta tagging •“In-Use” logic •Analytics and reporting Administrative Management •Approval Cycle and workflows •Audit trail history •CAPTCHA security •Two-factor authentication •Centralized Subsite Management •Content permissions and security roles •Content Review •Content Scheduling •Content Versioning (CMS Archives) •Emergency alert banner •External Archives (via PageFreezer) •Extranet (Password protected content) •Awaiting Approval Reports •Expiring Content Reports •“My Tasks” management •Page template controls •Accessibility (WCAG 2.1/ADA) tools Reports & Analytics •Administrative analytics •Asset inventory report •Broken link reporting •Dashboard blocks •Edited content reporting •Expiring & expired content reports •Global site analytics •Page performance analytics *May incur additional charges Proposed Technology Feature List 44 Tools to Deliver a Superior Digital Customer Experience Citizen expectations are rising, and you are expected to do more with less. Our government CMS provides an easy-to-use system with all the functionality necessary to better inform, serve, engage, and personalize the experience for your community. Engagement-related •Activity registration •Audio & Video Embed •Blogging* •Community topics* •Email campaigns •Event Registration •Emergency alert banner •eNotifications •Facility Reservations •Job post and application manager •LinkedIn, Nextdoor, and Instagram •Online Polls •RSS feeds •SMS (500 subscribers) •Surveys •Social media share links •Social media management •Streaming Video •YouTube or Vimeo channels Personalization •Resident dashboard (My Dashboard) •Email and SMS subscriptions •Email and SMS digests •Geo Finder* •Service request alerts •Specialty homepages Information-based •Calendar Event & Registrations •Business (Resources) Directory •Facility directory & reservations •Frequently asked questions (FAQs) •Meetings management •News stories •Photo gallery (albums) •Site search (Granicus Search) •Site search (Google CSE) •Site search (Cludo) •Site search (Swiftype) •Staff directory Service-oriented •Digital signatures (legally binding)* •Form builder •Form calculations •Form conditional logic (If-this-then-that) •Form email notifications •Form finder •Form template library •Form security settings •Online payments •RFP, RFQ, Bid management •Service requests (CRM / 311) •Service directory •Service finder* Expecting something else? Chances are we have it. (reach out with questions) *May incur additional charges Proposed Technology Feature List –Continued 45 Section 4 Proposed Investment 408 Saint Peter Street, Suite 600 THIS IS NOT AN INVOICE Order Form Saint Paul, MN 55102 Prepared for United States Lake Elsinore, CA Order #: Q-183230 Prepared: 04/26/2022 Page 1 of 8 Granicus Proposal for Lake Elsinore, CA ORDER DETAILS Prepared By:Bryan Kim Phone: Email:bryan.kim@granicus.com Order #:Q-183230 Prepared On:04/26/2022 Expires On:07/31/2022 Currency:USD Payment Terms:Net 30 (Payments for subscriptions are due at the beginning of the period of performance.) Period of Performance: The Agreement will begin on date of signature and will continue through the end of the then current billing term, and will continue for an additional 48 months thereafter. ORDER TERMS Current Billing Term End Date:01/31/2023 Order Form Lake Elsinore, CA Order #: Q-183230 Prepared: 04/26/2022 Page 2 of 8 PRICING SUMMARY The pricing and terms within this Proposal are specific to the products and volumes contained within this Proposal. Terminating Subscriptions Solution Quantity/Unit Prior Annual Fee govAccess for Monthly Hosting 0 Each $2,917.22 SUBTOTAL:$2,917.22 Upon the signing of this Agreement, annual fees for the terminating subscription(s) shall cease. Any pre-paid fees for the terminating subscription(s) after the signing of this Agreement will be prorated from the signing of this Agreement to the end of the Client's then-current billing term, credited, and such credit applied to the annual fees for new subscriptions. Client will continue to have access to and use the terminating solution until the new subscription(s) is/are deployed. Upon the deployment of Client's new solution as determined at Granicus' sole discretion, Granicus shall remove access to the Client's terminating subscription(s). One-Time Fees Solution Billing Frequency Quantity/Unit One-Time Fee govAccess – Website Design and Implementation – Innovator Milestones - 40/20/20/20 1 Each $20,400.00 OpenForms Enterprise (30 users, 100 forms) Setup and Configuration Package Up Front 1 Each $0.00 SUBTOTAL:$20,400.00 New Subscription Fees Solution Billing Frequency Quantity/Unit Annual Fee govAccess - Maintenance, Hosting, & Licensing Fee - Core Annual 1 Each $9,400.00 OpenForms Enterprise License (30 users, 100 forms)Annual 1 Each $7,500.00 SUBTOTAL:$16,900.00 Please note, annual fees for new subscriptions will be prorated to align to Client's then-current billing term. Exceptions include Recurring Captioning Services, SMS, and Targeted Messages. Order Form Lake Elsinore, CA Order #: Q-183230 Prepared: 04/26/2022 Page 3 of 8 Order Form Lake Elsinore, CA Order #: Q-183230 Prepared: 04/26/2022 Page 4 of 8 FUTURE YEAR PRICING Period of PerformanceSolution(s)Year 2 Year 3 Year 4 Year 5 govAccess - Maintenance, Hosting, & Licensing Fee - Core $10,058.00 $10,762.06 $11,515.40 $12,321.48 OpenForms Enterprise License (30 users, 100 forms)$8,025.00 $8,586.75 $9,187.82 $9,830.97 SUBTOTAL:$18,083.00 $19,348.81 $20,703.22 $22,152.45 Order Form Lake Elsinore, CA Order #: Q-183230 Prepared: 04/26/2022 Page 5 of 8 PRODUCT DESCRIPTIONS Solution Description govAccess – Website Design and Implementation – Innovator govAccess Website Design and Implementation - Innovator provides a citizen focused website and includes: • UX consultation, which may include one (1) or more of the following: • One (1) site analytics report • One (1) heatmap analysis • One (1) internal stakeholder survey • Modular homepage wireframe based on predefined building blocks • Fully responsive design • Custom mobile homepage or standard mobile responsive homepage • Video background or standard rotating image carousel (switchable at any time) • One (1) customer experience feature - Choose from Granicus' library that includes service finder or data visualization banner • Programming/CMS implementation • Migrate up to 200 webpages • Up to five (5) forms converted into the new CMS • One (1) day of web-based training govAccess - Maintenance, Hosting, & Licensing Fee - Core The govAccess Maintenance, Hosting, and Licensing plan is designed to equip the client with the technology, expertise and training to keep the client's website relevant and effective over time. Services include the following: ·Ongoing software updates ·Unlimited technical support (6:00 AM - 6:00 PM PT, Monday - Friday) ·Access to training webinars and on-demand video library ·Access to best practice webinars and resources ·Annual health check with research-based recommendations for website optimization ·DDoS mitigation ·Disaster recovery with 90-minute failover (RTO) and 15-minute data replication (RPO) Order Form Lake Elsinore, CA Order #: Q-183230 Prepared: 04/26/2022 Page 6 of 8 Solution Description OpenForms Enterprise License (30 users, 100 forms) OpenForms is a digital forms builder specifically designed for Government. Government services can be complicated, but the experience for the residents accessing them shouldn’t have to be. OpenForms is perfect for the business of government, with capabilities that will help you convert complex, multi-page forms and processes into simple, step-by-step online forms that adjust based on customers responses. The Enterprise plan to accelerate digital transformation for up to: 30 users, 100 published forms. Key features include: ·Workspaces ·Response workflows ·Custom documents (Certificates, permits, formal letters & more) ·Form versioning & scheduling ·Drag and drop form builder ·Display logic and calculations ·Payments ·Insights dashboard ·Form analytics ·Support team access ·Save responses ·Unlimited responses ·Data connections and API access ·Up to: 50GB file uploads, 2,000 web API calls per hour, 20 custom documents per form OpenForms Enterprise (30 users, 100 forms) Setup and Configuration Package Set up and configuration of OpenForms Enterprise License, 30 users, 100 forms Order Form Lake Elsinore, CA Order #: Q-183230 Prepared: 04/26/2022 Page 7 of 8 TERMS & CONDITIONS ·Link to Terms: https://granicus.com/pdfs/Master_Subscription_Agreement.pdf ·Upon the effective date, this Agreement shall supersede and replace any previous agreement between the parties for the Terminating and/or Existing Subscriptions listed herein. All such prior agreements between the parties are hereby void and of no force and effect. ·This quote is exclusive of applicable state, local, and federal taxes, which, if any, will be included in the invoice. It is the responsibility of Lake Elsinore, CA to provide applicable exemption certificate(s). ·Granicus certifies that it will not sell, retain, use, or disclose any personal information provided by Client for any purpose other than the specific purpose of performing the services outlined within this Agreement. ·Any lapse in payment may result in suspension of service and will require the payment of a setup fee to reinstate the subscription. ·Notwithstanding anything to the contrary, Granicus reserves the right to adjust pricing at any renewal in which the volume has changed from the prior term without regard to the prior term's per-unit pricing. ·Client will be eligible to request a basic redesign credit for one (1) govAccess main website after completing year four (4) of this uninterrupted five (5) year Agreement. Client must request the basic redesign credit prior to the end of the initial term. The redesign will be available after payment of the annual invoice for year four (4) of the Agreement. The basic redesign credit will only be available if there are no outstanding govAccess invoices at the time the request is made. Any termination of the Agreement prior to the end of the initial term renders the basic redesign credit offer null and void. Granicus will not develop a sitemap or new content as an included part of any free redesign work, but will assist the Client in transferring existing content into the new design. The basic redesign credit will be equivalent to either: A template selected from the then-current Granicus best practices library, or; A dollar credit not to exceed $8,000.00 applied towards a custom redesign of one (1) existing main website ·Billing Frequency Notes (Milestones - 40/20/20/20): An initial payment equal to 40% of the total; A payment equal to 20% of the total upon Granicus' delivery of the draft homepage design concepts to the client; A payment equal to 20% of the total upon implementation of the main website into the VCMS on a Granicus-hosted development server; and A payment equal to 20% of the total upon completion; provided, however that the client has completed training. If the client has not completed training, then Granicus shall invoice the client at the earlier of: completion of training or 21 days after completion. Order Form Lake Elsinore, CA Order #: Q-183230 Prepared: 04/26/2022 Page 8 of 8 BILLING INFORMATION Billing Contact:Purchase Order Required? [ ] - No [ ] - Yes Billing Address:PO Number: If PO required Billing Email:Billing Phone: If submitting a Purchase Order, please include the following language: The pricing, terms, and conditions of quote Q-183230 dated 04/26/2022 are incorporated into this Purchase Order by reference and shall take precedence over any terms and conditions included in this Purchase Order. AGREEMENT AND ACCEPTANCE By signing this document, the undersigned certifies they have authority to enter the agreement. The undersigned also understands the services and terms. Lake Elsinore, CA Signature: Name: Title: Date: 54 Section 5 Project Experience References 55 Population: 34,000 Launch: 2016 URL: www.danapoint.org Dana Point is home to over 33,000 residents. The city is also a popular surfing destination, accessible via the State Route 1. To serve residents, businesses and visitors, the city knew it had to develop a one-stop-shop to help guide users to discover the city, find important community information, and navigate dining options, lodging and upcoming events. PROJECT EXPERIENCE The new site features: •A rotating homepage collage with photos and informational overlays across each image •Homepage buttons that direct users to the most popular online services and tasks •An “I Want To…” menu to make it even easier to find city information and services City of Dana Point, CA 56 City of La Quinta, CA Population: 38,000 Launch: 2017 www.laquintaca.gov City of Sioux City, IA Population: 82,000 Launch: 2017 www.sioux-city.org With younger families moving in and a growing number of visitors coming to town for music festivals, the City of La Quinta realized it had to find new ways to serve this evolving demographic. The new website is now a one-stop-shop to help guide users to discover what the city has to offer and to find important community. The new site features: •A homepage video background to showcase things to do in La Quinta •“The Hub”to help residents easily locate and apply for permits online •The city decreased their page count by 3,000+ before launching providing visitors with more concise information. •A Google and Amazon inspired navigation that helps users quickly find what they’re looking for As a hub for business, tourism and residents, The City of Sioux revamped its website to better serve its diverse community. The new site features: •Intuitive homepage navigation that links to frequently visited pages, including online bill payments, job openings, and license and permit applications •Elegant news and calendar widgets to notify users of planned city projects and events •An “I Want To…” menu that allows users to access the most popular city services PROJECT EXPERIENCE Project Experience -Continued 57 References City of Olathe, Kansas Scott Meyer Digital Communications Manager 913-971-8738 Smmeyer@olatheks.org City of Prairie Village, Kansas Ashley Freburg PIO/Deputy City Clerk 913-385-4674 Afreburg@pvkansas.com Galveston County, Texas Walter LaGrone Chief Information Officer 409-770-5409 Walter.lagrone@galvestoncountytx.org Project Experience -Continued 58 Section 6 Project Timeline 59 Over the last 20-plus years, we’ve developed thousands of websites for some of the most progressive local government agencies. Lessons learned from this experience have helped us refine our process in order to deliver consistent, superior results. Here’s what you can expect. Research1 GOAL Conduct analysis to understand how your website is used. GOAL Develop a website that reflects your community and brand and delivers superior digital customer experience. GOAL Refine the website’s content and implement Granicus govAccess. GOAL Train your team and bring the new site live to the public. GOAL Provide ongoing support and maintain a superior digital customer experience. Timeline + Development Plan 2 Design 3 Site Development Launch4 Post Launch5 Project Development Approach -Continued 60 Granicus’ primary objective is to develop a website that makes it easy for people to get things done online. In order to achieve this mission, our process begins with an extensive focus on customer experience (CX), which gives us an understanding of your unique community and what they’re looking to do on your website. Comprehensive Analysis We’ll compile data in a variety of ways,including: •Heatmap Analysis: Heat maps help us gain an understanding of how people are interacting with your content. The information gathered is helpful to us as we determine how to organize content and information to best attract users to your site. •Web Analytics: We leverage data from Google Analytics to understand the most frequently visited pages, top referring sources, bounce rates, etc. This data supplements our heatmap analysis to inform recommendations for your website. •Community Survey: A survey of your community will help us understand what kinds of tasks residents are most frequently looking to complete on the site. Having anecdotal feedback helps ensure we’re on the right track. •Stakeholder Survey: We also survey your internal stakeholders to gather information on the current goals and tasks of your website from an internal point of view. •Recorded User Testing: Users will be recorded as they attempt to complete tasks on your website. This method has consistently uncovered valuable insight into how a website can be confusing to those who don’t use it everyday. Site Usability Report Based on the results of our research, our NN/g Certified User Experience Specialist will compile a custom Usability Report, summarizing findings and recommendations. This document should be shared internally to provide alignment for key project decisions. Research GOAL Conduct analysis to understand how your website is used. Deliverables •Site Usability Report •Custom Wireframe Toolkits •Project Kick-off Kit Site Usability Report Research1 Project Development Approach -Continued 61 Our design phase is highly collaborative to ensure the unique identity of your organization is reflected in the site’s look and feel. We balance aesthetics with usability, mobility and accessibility principles to ensure the final result is beautiful without compromising functionality. Web Design Implementation •Design Meeting and Mood Board: You’ll begin the process by meeting with our graphic design team for a brainstorming session. During this time, we’ll review your survey results and ask your team questions in order to better understand your desired aesthetic. The information will be compiled into a digital mood board that will summarize the overall style and direction for the design. •Mobile-First Design Methodology: We think about mobile from the onset of the design process. We work with you to determine which common tasks and key content should be easily available for mobile users. The result will be a fully responsive design that can easily be modified by staff as priorities change. •Accessibility and Usability Check: Our entire design team is versed in the latest WCAG 2.0 Accessibility requirements for color use and contrast on websites and will ensure your design adheres with the level of compliance you seek. Additionally, our designers work hand-in-hand with our NN/g certified User Experience Specialist to ensure the final design adheres to usability best practices. •Revisions and Finalization: Using our advanced design collaboration software, you will be able to easily make comments and provide direction for your design revisions. We provide unlimited revisions and won’t stop until your team is completely satisfied with the look and feel. The phase will complete with your sign-off on the final composition. Mood Board GOAL Develop a site that reflects your community, brand and delivers superior customer experience. Deliverables •Mood Board •Graphic Design Comp •Mobile Comp •Style Guide Graphic Design Comps Design2 Project Development Approach -Continued 62 The site development phase has two major components: the actual technical programming of the website and finalization of content that will be added to your site. While our development team is busy, our content strategy experts will work with your staff to finalize the sitemap, and migrate and refine content. Content Preparation and Migration No one knows the County like the department heads in your organization, which is why at this phase we recommend active involvement from anyone who will be contributing to your website now and in the future. To ensure this process runs as smoothly as possible, your Granicus Project Manager will set your team lead up for success with all the tools needed to ensure your project stays on track. •Sitemap Consultation: At this stage we will finalize the site map, consulting with you to make sure all navigation is organized and labeled in an effective manner to accomplish your goals. •Work Plan: To help your team lead communicate project goals, deliverables, and deadlines, we provide a Work Plan Template. This template includes a project introduction, breakdown of individual project-related tasks and timeline for completion. •Communication Cadence: Communication templates and a recommended cadence around tasks and deadlines, meetings and agendas are also provided. These tools not only ensure a smoother project, they will help your team lead establish credibility. •Writing for the Web Training: Even the most visually stunning website will not be effective if information is difficult to find and understand. To help, we will conduct an online training workshop to introduce overall best practices for creating great, action- oriented content. Following the session, we’ll provide resources to help reinforce the concepts learned with your content editors. •Content Migration: We’ll help begin the process of populating your new website with content by migrating 1,500 pages. Once the migration is complete, you’ll be given access to the development website in order to review and refine the information. Great Content Should Enable a Customer Mission Site Development GOAL Refine the site’s content and implement the CMS. Deliverables •Sitemap Recommendations •Online Consulting •Migrated Content •Program Website Toolkits & Templates •Work Plan Template •Pre-Launch Preparation •Content Migration Guide •“How Do I…” Menu Guide “The writing for the web training was critical for helping our staff think about our customer and what they’re trying to accomplish in every decision we make about content.” Abbot Chambers City Librarian + Director of Comms City of Sausalito Site Development3 Project Development Approach -Continued 63 After extensive quality assurance testing, our developers will hand over the website to your team in a staging environment. This major milestone typically brings excitement and anxiety –with extensive activity and coordination needed across the organization before your site is ready to launch. To help, Granicus has perfected the process to ensure everything on your site functions as expected and internal signoff is complete before your site goes live. Go Live Preparation •Granicus Quality Assurance Testing -The Granicus team will conduct testing to identify broken links, accessibility violations and general issues. Any issues will be flagged for your team to check before the site goes live. •CMS Training –While our team is conducting final QA testing, our trainers will work with your team to teach them about the new tools they will be able to leverage in the CMS. All users will go through Basic CMS Training, to fully prepare them to review, add and edit content. Your super users will gain a deeper understanding of specific departmental functionality and how to set up roles, permissions and workflow/approval cycles. •Staging Site –Our technical team will transfer your new site to a production environment in Microsoft’s Azure data centers. •User Acceptance Testing (UAT) -While our team has already conducted a quality assurance process against the approved design specifications and Granicus migrated content, you have the opportunity to conduct your own review during the User Acceptance Testing process. •Launch Planning Meeting –Prior to your go-live date we will conduct a launch planning meeting to prepare your team and the Granicus team for pre-and post-launch configuration activities that can only occur once the site has gone live (Granicus Search & SSL set up, for example). •Final Signoff -Once UAT has been completed and all stakeholders are comfortable, we’ll flip the switch, and your new site will make its debut. GOAL Transfer to production environment, train your team and bring the new site live to the public. Deliverables •Staging Site •CMS Training •UAT Kick-Off Meeting Toolkits •User Setup Guide •UAT Guide •Launch Planning Guide Launch4 Launch Planning Guide Project Development Approach -Continued 64 Unlimited Technical Support: Granicus provides comprehensive, unlimited technical support including: •On Demand Videos –Step-by-step tutorial videos provide a quick overview of features and tools. These videos are particularly helpful for supplementing training, bringing new staff up to speed or providing refresher. •Live Chat –Initiate a chat from anywhere in the CMS. Dedicated Client Success Manager: In addition to technical support, you will also be assigned a dedicated Client Success Manager who will help you get the most out of your website long-term. Annual Health Check: Your Client Success Manager will proactively reach out twice a year to perform a website health check and ensure you are getting the most of your Granicus experience. Ongoing Training: Bring new staff members up to speed and stay current on the latest government website trends through free live training sessions and educational webinars. These sessions focus on CMS functionality, client best practices and general trends from the industry, such as transparency, accessibility and content strategy. Anyone from your organization that is interested may attend at no cost. Regional Events and National Summit: Granicus offers a number of free in-person events throughout the year, bringing our clients together to collaborate and share best practices. Each event features educational sessions designed to help get the most out of your website. We are at our best when we’re listening to our clients and these events provide a unique opportunity to learn and develop together. GOAL Ensure your team is effectively supported and your website evolves as needed to maintain a superior digital customer experience. Deliverables •Ongoing technical support •Guaranteed 99.9% uptime •Annual CX consultation and recommendations Guaranteed redesign after your contract term. Adapt your website to meet changing needs with our ongoing support, flexible CMS and a guaranteed redesign with no further out-of-pocket expense. Guaranteed Redesign Post Launch5 Project Development Approach -Continued 65 Research1 •Identify web team •Complete stakeholder survey –this helps us understand your goals, expectations, audience needs, etc. •Provide access to Google analytics •Sign-off on wireframe 2 Design 3 Site Development Launch4 Post Launch5 Your Role •Share any existing brand guidelines •Gather any photos + logos + video to be used in your website design •Sign-off on mood board + design comps + style guide •Supply list of all 3rd party apps used with website •Sign-off on sitemap •Collaborate with your PM to map current pages to new site map / identify redirects •Attend writing for the web / accessibility training •Edit existing content / create content for new pages (we offer additional content writing + editing services) •Attend CMS training •Conduct User Acceptance Testing (UAT) •Create marketing plan for website launch –we offer an optional website launch promo service if interested •Final sign-off prior to go live •Setup metrics dashboard and measure results –top pages, traffic sources, etc. –optimize overtime •Keep your content fresh •Reach out to our support team with questions anytime •Meet with your Granicus success manager for annual health checks The best outcomes come with collaboration –after all, no one knows your community like you do! While we will do as much of the heavy lifting as possible, to drive the optimal level of collaboration, we will need a few things from you along the way including: Project Development Approach -Continued 66 Section 7 Professional Services Agreement (Attachment B) granicus.com | info@granicus.com page 1 April 6, 2022 City of Lake Elsinore Information Technology 130 South Main Street Lake Elsinore, California 92530 Subject: Exceptions to City of Lake Elsinore Standard Agreement for Professional Services included in the City of Lake Elsinore, California Website Replacement RFP. Dear City of Lake Elsinore: Thank you for providing us with the opportunity to respond to the City of Lake Elsinore, California Website Replacement RFP. Granicus reserves the right to negotiate applicable terms and conditions upon award, however, we respectfully submit the following corporate standard terms for your consideration: Section 4, Method of Payment • Payment. Client will remit payment of the fees due within thirty (30) days of receipt of an accurate invoice from Granicus, or if Client is subject to different payment terms imposed by applicable regulation, such required payment duration. Any disputed amounts will be identified in writing to Granicus within the payment period or be deemed accurate and payable. • Purchase Orders. Upon request, Granicus will reference a purchase order number on its invoices if Client provides the corresponding purchase order information to Granicus prior to generating the invoice. Client agrees that a failure to provide Granicus with purchase order information will not relieve Client of its obligations to provide payment in accordance with this section. • Price Increases. Subject to any prices separately negotiated by the parties, Granicus will provide notice of price increases at least thirty (30) days prior to the end of the current Term, which will become effective as of the next Renewal Term. Price increases will not exceed ten percent (10%) over the prior annual Term’s fees. Section 6, Suspension or Termination • Termination. Either party may terminate this Agreement or any Order or SOW by written notice to the other party if the other party materially breaches this Agreement or applicable Order or SOW and fails to cure such breach within thirty (30) days after receipt of such notice, or such other time as agreed to in writing by the parties. Orders and SOWs may be terminated at the end of the Initial Term or each Renewal Term with ninety (90) days prior written notice to the other party. • Effect of Termination. Upon expiration or termination of an Order or SOW for any reason: (i) Client’s right to access and use the Granicus Products will immediately cease (except for perpetual licenses granted under an Order, which will continue to be governed by this Agreement for the duration of the license); (ii) Client will promptly remit any fees due and owing granicus.com | info@granicus.com page 2 to Granicus under all Orders and SOWs; and (iii) the parties will return or destroy any Confidential Information of the other party in its possession, and certify upon request to the other party of compliance with the foregoing. Section 7(a) and (b), Ownership of Documents and Licensing of Intellectual Property Software Use Rights • License. Subject to the terms and conditions of this Agreement, Granicus hereby grants to Client a non-exclusive, non-transferable right and license to use the Granicus Products for its internal purposes during the Term, subject to any additional rights and restrictions set forth in the applicable Order or SOW. This grant of rights is not a sale of the Granicus Products. Granicus and its third-party providers reserve all rights not expressly granted to Client in this Agreement. • Use of Granicus Products. Data Sources. Client may only upload data related to individuals that originates with or is owned by Client. Data purchased from third parties may not be used with the Granicus Products without Granicus’ prior written consent and list cleansing services provided by Granicus for an additional fee. Granicus will not sell, use, or disclose any personal information provided by Client for any purpose other than performing services subject to this Agreement. Passwords. Passwords are not transferable to any third party. Client is responsible for keeping all passwords secure and all use of the Granicus Products accessed through Client’s passwords. Third Party Contractors. Client may permit its third party contractors to access and use the Granicus Products solely on behalf of, and for the benefit of, Client, so long as: (i) contractor agrees to comply fully with this Agreement as if it were Client; (ii) Client remains responsible for each contractor's compliance with this Agreement and any breach thereof; and (iii) all use of the Granicus Products and any metered or transactions includes licenses and use allocated to contractors. All rights granted to any contractor terminate immediately upon conclusion of the services rendered to Client that gives rise to such right. Upon termination of such rights, contractor must immediately cease all use of the Granicus Products, un-install and destroy all confidential or proprietary Granicus information in its possession, and Client must certify its compliance with this section in writing upon Granicus’ request. Content. “Content” means text, data, graphics, personal information or any other material: (i) displayed or published on Client’s website; (ii) provided by Client to Granicus to perform services; or (iii) uploaded into Granicus Products for use by Client or end users of the Granicus Products. Client can only use Granicus Products to share Content that is created by or owned by Client and/or Content for affiliated organizations provided that use by Client for affiliated organizations is in support only, and not as a primary communication vehicle for other organizations that do not have a separate license to a Granicus Product. Granicus is not responsible for any Content used, uploaded or migrated by Client or any third party. Advertising. Granicus Products will not be used to promote products or services available for sale through Client or any third party without Granicus’ prior written consent. Upon Granicus’ request, Client will provide a copy of any agreement between Client and a third party that compensates Client for the right to have information included in Content granicus.com | info@granicus.com page 3 distributed or made available through Granicus Products for Granicus review prior to granting such approval. Granicus Subscriber Information for Communications Cloud Suite only Data Provided by Client. Data provided by Client and contact information gathered through Client’s own web properties or activities will remain the property of Client (“Direct Subscriber”), including any personal information. Granicus will not disclose Direct Subscriber data except as required by law, or to third parties solely as necessary to operate the Granicus Products. Data generated by use of the Granicus Products, including system data and data derived from Content in an aggregated and anonymized form is not Direct Subscriber data and may be used by Granicus for its business purposes including product improvements and development, subject to any applicable laws governing the use and disclosure of such data. Data Obtained through the Granicus Advanced Network Communications Cloud, a Granicus Product, offers Direct Subscribers the opportunity to subscribe to digital communications offered by other Granicus clients (the “Advanced Network”). When a Direct Subscriber registers on the Advanced Network, that subscriber is a “Network Subscriber” to the agency it subscribed to through the Advanced Network. Network Subscribers are not Direct Subscribers and are only available for use while Client is under an active GovDelivery Communications Cloud subscription. Network Subscribers will not transfer to Client upon termination of Client’s subscription, and Client must delete all information related to Network Subscribers within fifteen (15) days of expiration or termination of Client’s access to the Advanced Network. Client is permitted to send an email inviting Network Subscribers to subscribe to updates directly from Client in the last ten (10) days of Client’s subscription term. Network Subscribers that do not engage with Client directly will not be included in any subscriber list provided to Client upon conclusion of Client’s subscription. • Restrictions. Client will not: Use or permit any end user to use the Granicus Products to store or display adult content, promote illegal or immoral activities, send or store infringing, obscene, threatening or unlawful or tortious material or disrupt others use of the Granicus Products, network services or network equipment, including unsolicited advertising or chain letters, propagation of computer worms and viruses, or use of the Granicus Products to make unauthorized entry into any other device accessible via the network or Granicus Products; Use the Granicus Products as a door or signpost to another server; Disassemble, decompile, reverse engineer or make derivative works of the Granicus Products; Rent, lease, lend, or host the Granicus Products to or for any third party, or disclose the Granicus Products to any third party except as otherwise permitted in this Agreement or an Order or SOW; Use the Granicus Products in violation of any applicable law, rule, or regulation, including violation of laws regarding the processing, use, or disclosure of personal information, or granicus.com | info@granicus.com page 4 violation of any United States export control or regulation, United States embargo, or denied parties prohibitions; or Modify, adapt, or use the Granicus Products to develop any software application intended for resale which uses or competes with the Granicus Products in whole or in part. • Client Feedback. Granicus may use any suggestion, enhancement request, recommendation, correction or other feedback provided by Client relating to the Granicus Products or use thereof without need for permission or consent or the payment of fees or attribution to Client. Section 7(c), Confidentiality • Confidential Information. It is expected that one party (Disclosing Party) may disclose to the other party (Receiving Party) certain information which may be considered confidential and/or trade secret information (“Confidential Information”). Confidential Information will include: (i) Granicus’ Products; (ii) non-public information if it is clearly and conspicuously marked as “confidential” or with a similar designation at the time of disclosure; (iii) non-public information of the Disclosing Party if it is identified as confidential and/or proprietary before, during, or promptly after presentation or communication; and (iv) any information that should be reasonably understood to be confidential or proprietary to the Receiving Party, given the nature of the information and the context in which disclosed. • Subject to applicable law, each Receiving Party will receive and hold any Confidential Information in strict confidence and will: (a) protect and safeguard the Confidential Information against unauthorized use, publication or disclosure; (b) not reveal, report, publish, disclose, transfer, copy or otherwise use any Confidential Information except as specifically authorized by the Disclosing Party; (c) not use any Confidential Information for any purpose other than in performance of this Agreement; (d) restrict access to Confidential Information to those of its advisors, officers, directors, employees, agents, consultants, contractors and lobbyists who have a need to know, who have been advised of the confidential nature thereof, and who are under express written obligations of confidentiality or under obligations of confidentiality imposed by law or rule; and (e) exercise at least the same standard of care and security to protect the confidentiality of the Confidential Information received by it as it protects its own confidential information, but no less than a reasonable degree of care. • If a Receiving Party is requested or required in a judicial, administrative, or governmental proceeding to disclose any Confidential Information, it will notify the Disclosing Party as promptly as practicable so that the Disclosing Party may seek an appropriate protective order or waiver for that instance, unless such notification is prohibited by law or judicial order. • Exceptions. Confidential Information will not include information which: (i) is or becomes public knowledge through no fault of the Receiving Party; (ii) was in the Receiving Party’s possession before receipt from the Disclosing Party; (iii) is rightfully received by the Receiving party from a third party without any duty of confidentiality; (iv) is disclosed by the Disclosing Party without any duty of confidentiality on the third party; (v) is independently developed by the Receiving Party without use or reference to the Disclosing Party’s Confidential Information; or (vi) is disclosed with the prior written approval of the Disclosing Party. • Storage and Sending. If Granicus Products will be used to store or send Confidential Information, Client will notify Granicus in writing, in advance of the storage or sending. If Client granicus.com | info@granicus.com page 5 provides such notice, Client will ensure that Confidential Information is stored behind a secure firewall and that Granicus Products be used only to notify people of updates to the information, but that accessing the Confidential Information is permitted only after authentication and access through the secure firewall managed by Client. • Return of Confidential Information. Each Receiving Party will return or destroy the Confidential Information immediately upon written request by the Disclosing Party; provided, however, that each Receiving Party may retain one copy of the Confidential Information in order to comply with applicable laws and the terms of this Agreement, and may retain archival copies in strict confidence in accordance with Receiving Party’s standard document retention policies for the duration of any retention requirements. • Disclosing Party may be irreparably damaged if the obligations under this Section 5 are not enforced and as such may not have an adequate remedy in the event of a breach by Receiving Party of its obligations hereunder. The parties agree, therefore, that Disclosing Party is entitled to seek, in addition to other available remedies, an injunction restraining any actual, threatened or further breaches of the Receiving Party's obligations under this Section 5 or any other appropriate equitable order or decree. Section 10, PERS Eligibility Indemnification • We request to strike this section as it does not apply. Section 15, Indemnity • Indemnification by Granicus. Granicus will defend, indemnify and hold Client harmless from and against all losses, liabilities, damages and expenses including reasonable attorney fees (collectively, “Losses”) arising from any claim or suit by an unaffiliated third party that the Granicus Products as delivered to Client and when used in accordance with this Agreement and the applicable SOW or Order infringes a valid U.S. copyright or U.S. patent issued as of the date of the applicable Order or SOW (a “Claim”). • Granicus will have control of the defense and reserves the right to settle any Claim. Client must notify Granicus promptly of any Claim and provide reasonable cooperation to Granicus, upon Granicus’ request and at Granicus’ cost, to defend such Claim. Granicus will not agree to any settlement which requires acknowledgment of fault or an incurred liability on the part of an indemnified party not otherwise covered by this indemnification without indemnified party’s prior consent. Client may elect to participate in the defense of any claim with counsel of its choosing at its own expense. • If the Granicus Products are subject to a claim of infringement or misappropriation, or if Granicus reasonably believes the Granicus Products may be subject to such a Claim, Granicus reserves the right, in its sole discretion, to: (i) replace the affected Granicus Products with non-infringing functional equivalents; (ii) modify the affected Granicus Products to render it non-infringing; or (iii) terminate this Agreement or the applicable Order or SOW with respect to the affected Granicus Product and refund to Client any prepaid fees for the then-remaining or unexpired portion of the Order or SOW Term. • Granicus will have no obligation to indemnify, defend, or hold Client harmless from any Claim to the extent it is based upon: (i) a modification to the Granicus Product by Client (or by anyone under Client’s direction or control or using logins or passwords assigned to Client); (ii) a modification made by Granicus pursuant to Client’s required instructions or specifications granicus.com | info@granicus.com page 6 or in reliance on materials or information provided by Client; (iii) combination with the Granicus Products with non-Granicus software or data; or (iv) Client’s use (or use by anyone under Client’s direction or control or using logins or passwords assigned to Client) of any Granicus Products other than in accordance with this Agreement. This section 8 sets forth Client’s sole and exclusive remedy, and Granicus’ entire liability, for any Claim that the Granicus Products or any other materials provided by Granicus violate or infringe upon the rights of any third party. Section 16, Insurance • We request to change “named” to “additional insured throughout this section. Granicus Standard Terms and Conditions Granicus proposes inserting the following: Limitation of Liability • EXCLUSION OF CONSEQUENTIAL AND RELATED DAMAGES. EXCEPT FOR LIABILITY THAT CANNOT BE LIMITED OR EXCLUDED UNDER APPLICABLE LAW, UNDER NO CIRCUMSTANCES WILL GRANICUS BE LIABLE FOR ANY: (I) SPECIAL, INDIRECT, PUNITIVE, INCIDENTAL, OR CONSEQUENTIAL DAMAGES; OR (II) LOSS OR DAMAGE TO PROFITS, SALES, BUSINESS, GOODWILL OR ANTICIPATED SAVINGS, WHETHER AN ACTION IS IN CONTRACT OR TORT AND REGARDLESS OF THE THEORY OF LIABILITY, EVEN IF A PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. • LIMITATION OF LIABILITY. EXCEPT FOR CLIENT’S BREACH OF SECTION 2.3 OR OBLIGATION TO PAY FEES DUE, EACH PARTY’S TOTAL LIABILITY, IN TORT (INCLUDING NEGLIGENCE) CONTRACT OR OTHERWISE RELATING TO THIS AGREEMENT AND ANY ORDER OR SOW HERETO, WILL BE LIMITED TO DIRECT DAMAGES NOT TO EXCEED THE FEES PAID BY CLIENT FOR THE GRANICUS PRODUCTS DURING THE SIX (6) MONTHS IMMEDIATELY PRECEDING THE DATE THE DAMAGED PARTY NOTIFIES THE OTHER PARTY IN WRITING OF THE CLAIM. NEITHER PARTY MAY INSTITUTE AN ACTION IN ANY FORM ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT MORE THAN TWO (2) YEARS AFTER THE CAUSE OF ACTION HAS ARISEN. Representations, Warranties and Disclaimers • Representations. Each Party represents that it has validly entered into this Agreement and has the legal power to do so. • Warranties. Granicus warrants that it has the rights necessary to grant to Client the license granted in this Agreement, and that it will perform its obligations in a professional and workmanlike manner in accordance with industry standards. • Client represents and warrants that all Content is owned or properly licensed by Client for use with the Granicus Products or services provided under this Agreement, and that the Content does not infringe or misappropriate the intellectual property, privacy, moral or other rights of any third party. granicus.com | info@granicus.com page 7 • Disclaimers. EXCEPT AS EXPRESSLY STATED IN THIS THIS SECTION 4, THE GRANICUS PRODUCTS ARE PROVIDED “AS IS” AND GRANICUS DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, NON-INFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE. GRANICUS DOES NOT WARRANT THAT GRANICUS PRODUCTS WILL MEET CLIENT’S REQUIREMENTS OR THAT THE OPERATION THEREOF WILL BE UNINTERRUPTED OR ERROR FREE. Granicus is willing to negotiate the foregoing exceptions and any agreeable modifications to the Master Subscription Agreement. We look forward to engaging with you and negotiating the terms and conditions that will form the basis of our future relationship. Sincerely, Attachments: Exhibit A (Master Subscription Agreement). 74 Granicus Master Services Agreement Because Granicus Internet specializes in web development and support services, we would recommend using the MSA that our government clients use and attaching the County’s contract, so as to make your terms part of the agreement. We can discuss any conflicting sections, and we reserve the right to object to conflicting terms in the County’s sample contract. Included with our proposal package is a sample of the MSA that our government clients use. However, we understand that you may have modifications which we can discuss with you. Please see our sample agreement on the following pages. 75 76 77 78 79 80 81 82 83 84 85 Section 8 Evidence of Insurance ANY PROPRIETOR/PARTNER/EXECUTIVE OFFICER/MEMBER EXCLUDED? INSR ADDL SUBR LTR INSD WVD DATE (MM/DD/YYYY) PRODUCER CONTACT NAME: FAXPHONE (A/C, No):(A/C, No, Ext): E-MAIL ADDRESS: INSURER A : INSURED INSURER B : INSURER C : INSURER D : INSURER E : INSURER F : POLICY NUMBER POLICY EFF POLICY EXPTYPE OF INSURANCE LIMITS(MM/DD/YYYY)(MM/DD/YYYY) AUTOMOBILE LIABILITY UMBRELLA LIAB EXCESS LIAB WORKERS COMPENSATION AND EMPLOYERS' LIABILITY DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) AUTHORIZED REPRESENTATIVE EACH OCCURRENCE $ DAMAGE TO RENTED CLAIMS-MADE OCCUR $PREMISES (Ea occurrence) MED EXP (Any one person)$ PERSONAL & ADV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER:GENERAL AGGREGATE $ PRO-POLICY LOC PRODUCTS - COMP/OP AGG $JECT OTHER:$ COMBINED SINGLE LIMIT $(Ea accident) ANY AUTO BODILY INJURY (Per person)$ OWNED SCHEDULED BODILY INJURY (Per accident)$AUTOS ONLY AUTOS HIRED NON-OWNED PROPERTY DAMAGE $AUTOS ONLY AUTOS ONLY (Per accident) $ OCCUR EACH OCCURRENCE $ CLAIMS-MADE AGGREGATE $ DED RETENTION $$ PER OTH- STATUTE ER E.L. EACH ACCIDENT $ E.L. DISEASE - EA EMPLOYEE $ If yes, describe under E.L. DISEASE - POLICY LIMIT $DESCRIPTION OF OPERATIONS below INSURER(S) AFFORDING COVERAGE NAIC # COMMERCIAL GENERAL LIABILITY Y / N N / A (Mandatory in NH) SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. 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. 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. 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). COVERAGES CERTIFICATE NUMBER:REVISION NUMBER: CERTIFICATE HOLDER CANCELLATION © 1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORDACORD 25 (2016/03) CERTIFICATE OF LIABILITY INSURANCE Lockton Insurance Brokers, LLC CA License #OF15767 Three Embarcadero Center, Suite 600 San Francisco CA 94111 (415) 568-4000 Granicus, LLC 1999 Broadway Denver CO 80202 GRAIN01 American Casualty Company of Reading, PA 20427 Columbia Casualty Company 31127 The Continental Insurance Company 35289 National Fire Insurance Co of Hartford 20478 Valley Forge Insurance Company 20508 X X 1,000,000 1,000,000 15,000 1,000,000 2,000,000 2,000,000 X X X Comp $100 DedX Coll $1,000 Ded 1,000,000 XXXXXXX XXXXXXX XXXXXXX XXXXXXX XXXXXXX XXXXXXX XXXXXXX N X 1,000,000 1,000,000 1,000,000 Tech E&O/Cyber (Prof. Indemnity) $5M Each occurrence or per claim B 6043664084 10/20/2021 10/20/2022 A 6043664103 10/20/2021 10/20/2022 D 596722177 12/15/2021 12/15/2022 C 6043664067 (AOS)10/20/2021 10/20/2022 E 6043664070 (CA)10/20/2021 10/20/2022 NOT APPLICABLE 10/20/2022 1449952 N N N N N 3/29/2022 N N 18384507 18384507 XXXXXXX City of Lake Elsinore 130 South Main Street Lake Elsinore CA 92530 X X See Attachment To whom it may concern: In our continuing effort to provide timely certificate delivery, Lockton Companies is transitioning to paperless delivery of Certificates of Insurance. To ensure electronic delivery for future renewals of this certificate, we need your email address. Please contact us via one of the methods below, referencing Certificate ID 18384507. Email: PacificeDelivery@lockton.com Phone: (213) 689-2300 If you received this certificate through an internet link where the current certificate is viewable, we have your email and no further action is needed. In the event your mailing address has changed, will change in the future, or you no longer require this certificate, please let us know using one of the methods above. The above inbox is for automating electronic delivery of certificates only. Please do NOT send future certificate requests to this inbox. Thank you for your cooperation and willingness in reducing our environmental footprint. Lockton Insurance Brokers, LLC – Pacific Series Lockton Insurance Brokers, LLC License #0F15767 777 S Figueroa Street, 52nd Fl / Los Angeles, CA 90017-5524 213-689-0065 / FAX: 213-689-0550 lockton.com Attachment Code: D568356 Master ID: 1449952, Certificate ID: 18384507 87 Section 9 About Granicus 88 BY THE NUMBERS Granicus provides technology and services that empowers government organizations to create seamless digital experiences for the people they serve. Offering the industry’s leading cloud-based solutions for communications, content management, meeting and agenda management, and digital services to more than 5,500 public sector organizations, Granicus helps turn government missions into quantifiable realities. Designed by industry experts and informed by in-depth research, govAccess websites deliver an unequaled balance of efficiency, design, and accessibility that modern governments need. The govAccess solution not only provides rich, easy to manage CMS tooling, it’s also purpose-built for government. Additionally, our Granicus design experts are with you every step of the way to remove guesswork, get results, and ultimately create positive, engaging experiences for residents & visitors. Tricia Lease, Regional Sales Manager 678.634.6374 / 310.656.3103 fax Tricia.Lease@granicus.com Full name of legal entity Granicus, LLC Years in Business 22 Years Company Website www.Granicus.com About Granicus 1999 FOUNDED 5500+ GOV CLIENTS 40 OF THE 50 MOST POPULOUS U.S. CITIES Washington D.C. 1152 15th Street NW Suite 800 Washington, DC 20005 Denver 1999 Broadway Suite 3600 Denver, CO 80202 St. Paul 408 St. Peter St. Suite 600 St. Paul, MN 55102 Contact Information Company Information Office Locations 89 Relentless Focus on Client Satisfaction Simply saying we’re dedicated to client satisfaction isn’t enough. It’s our relentless focus, and one that we measure. In fact, across all of our client implementations over the past three years, our average client satisfaction rating is 9 on a 10 point scale. At Granicus, anything less than the best for our clients is unacceptable. •Executives –Our leadership team guides the entire company to do what is best for our clients. Each week the leadership team reviews client satisfaction survey results and discusses any proactive actions that need to be taken. Our leadership team also brings years of experience across government, software, design and technology industries to the table. •Certified Experts –Our certified experts are passionate about helping you deliver a superior digital customer experience, which is why we are constantly learning new and better ways of doing things. Many of our team members hold the following certifications: NN/g certified User Experience Specialist, Web Graphic Design certified, WebAIM WCAG 2.0 educated, Network and CCNA certified. •Project Managers and Customer Support –Our project managers and customer support team are fanatical about your success, and will go above and beyond to support you. ACCOLADES 250+ AWARD WINNING SITES 9OUT OF10 PROJECT SATISFACTION COMPANY RECOGNITION About Granicus -Continued 90 Section 10 Qualifications of Key Personnel 91 Trevor Wolter, Project Implementation Manager Trevor’s technical expertise coupled with extensive experience as a project manager enables him to guide the development of each website Granicus produces. He oversees our staff of project managers and implementation processes, creates necessary documentation and provides support to your Project Manager during the development. Year of Experience: 11 Joined Granicus Team: 2005 Reference Projects: •Weston, FL (www.westonfl.org/) •Colleyville, TX (www.colleyville.com/) •Tempe, AZ (www.tempe.gov/) An essential component of Granicus’qualification for this project is our team. Granicus enjoys the contributions of long-term,dedicated staff who guide the development of each and every project.Their expertise will ensure the success of the website development. Uriz Goldman, User Experience (UX) Manager Since joining Granicus in 2005, Uriz has guided the development of hundreds of local government websites. As a Certified User Experience Consultant, he is passionate about creating more intuitive customer experiences for our clients and will oversee the comprehensive User Experience Analysis for your website. Years of Experience: 18 Joined Granicus Team: 2005 Education: •Bachelor of Science, Management Information Systems •NN/g UX Certified Reference Projects: •Amarillo, TX (http://amarillo.gov/) •Sarasota, FL (www.sarasotafl.gov) •Wilmington, NC (www.wilmingtonnc.gov) Qualifications of Key Personnel 92 Brian Pope, Technical Trainer Brian is an experienced educator who leads technical training on our content management system. He will equip you to get the most out of Granicus govAccess, both through the initial training included in your project and on-going live training webinars. Years of Experience: 7 Joined Granicus Team: 2016 Education: •Bachelor of Arts, Education and Spanish Clayton Walker:Customer Success Consultant Clayton has been consulting clients on their web design and digital properties since 2012. He dedicates himself to making sure clients are getting the most value possible from their solutions.Once your govAccess website has gone live, his team will make sure you are getting the service and information your agency needs to be successful with Granicus. They will provide you with resources to ensure your use of best practices, feedback on the design and use of your website, and a direct line to communicating your needs to the Granicus team.They will evaluate the performance of your website and make suggestions when there are opportunities or new features available to improve the quality of your experience. Taleah Codrington, Visual Designer Taleah Codrington is a multi-disciplinary designer & UX design manager for govAccess. She has over 13 years of experience in visual design, product design, and brand identity. Within the last 4 years, Taleah’s focus has shifted to include research and user experience to improve web accessibility and site usability. As a superior verbal and written communicator, she’s successfully built & sustained superb client relationships from design inception to design approval. This two- time Pinnacle award winner & Member’s Choice winner has a phenomenal track record of developing projects with intent, identifying problems and providing stellar solutions. Years of Experience: 13 Joined Granicus Team: 2016 Education: •Bachelor of Arts, Media Arts and Animation Reference Projects: •West Hollywood, CA (https://www.weho.org/) •La Quinta, CA (https://www.laquintaca.gov/and https://econdev.laquintaca.gov/home-econdev) •Suwanee, GA (https://www.suwanee.com/) •El Segundo, CA (https://www.elsegundobusiness.com/) Qualifications of Key Personnel -Continued 93 Section 11 Organizational Chart and Methodology 94 The following information is publicly-available. If you would like a more detailed Organizational Chart we could provide one once a mutual NDA is in place.. Mark Hynes Chief Executive Officer Scott Macfee Chief Operations Officer Susan Ganeshan Chief Marketing Officer Bob Ainsbury Chief Product Officer Howard Langsam Executive Vice President of Sales Carrie Cisek Vice President of Human Resources Executive-Level Org Chart 95 Mark Hynes, Chief Executive Officer Mark currently serves as CEO of Granicus, the leading provider of cloud- based government software solutions. Prior to Granicus and since 2010, Mark served as Chief Strategy and Development Officer as well as President, Technology Services, for Altisource, a public real estate and mortgage technology and services company. Before joining Altisource, he served as President of Digi-Net Technologies, Inc., an early pioneer in marketing analytics software-as-a-service solutions. Mark also co-founded Xevo, Inc., a leading provider of service provisioning technologies to application service providers, where he held the position of Chief Operating Officer.Mark began his career with Bain & Company as a consultant. He holds a Bachelor of Business Administration from James Madison University and a Master of Business Administration from Harvard University. Bob Ainsbury, Chief Product Officer Bob is the Chief Product Officer at Granicus, where he is responsible for security, product, cloud, technology, design, and product strategy. He is a technologist that gets what it takes to go from an idea to a scalable business, and how to accelerate growth in mature organizations. His business and technology perspectives have been quoted in the Wall Street Journal, The Financial Times, on CBS Radio, and on National Public Radio. Scott MacFee, Chief Operating Officer Scott is Granicus’ Chief Operating Officer and leads the organization’s client-centric operations. Scott comes to Granicus from Dimension Data, an $8 billion IT services company, where he spent over 15 years in operations and rose to Chief Operating Officer of the Americas in 2013 and President in 2016. Scott is a graduate of Bucknell University in Lewisburg, PA, where he received his Bachelors of Arts in Sociology. He has also completed executive coursework at several prestigious Executive Leadership programs in the U.S. and abroad. An essential component of Granicus’ qualification for this project is our team. Granicus enjoys the contributions of long-term, dedicated staff who guide the development of each and every project. Their expertise will ensure the success of your website development. Key Personnel Executive Team 96 Product and Service History The 6th edition of the govAccess eCMS was originally released in 2012 as a marketable solution built specifically for government agencies (decentralized authorship, high level of security, and 24/7 support to name a few). As a proprietary software-as-as-service solution the State will have many tools at their disposable but not direct access to source code. Escrow services are available and preferred details are open to discussion at a later stage. The Granicus team is dedicated to building market-leading software built specifically for government and a roadmap for both the 2019 Granicus product portfolio and govAccess product line are seen in Appendix C. Our commercial-ready SaaS application does not depend on 3rd party licenses by the State. Some native integrations do require usage by the State, however, such as Facebook, Twitter, or Siteimprove, if desired Susan Ganeshan, Chief Marketing Officer Susan leads Granicus’ marketing strategy and brand awareness efforts as Chief Marketing Officer. Susan offers in-depth, cross-functional software marketing experience gained during her 25-year career, which includes leadership roles at Clarabridge, newBrandAnalytics (acquired by Sprinklr), webMethods (acquired by Software AG), Checkfree (now Fiserv) and Deloitte Consulting. Carrie Cisek, Vice President of Human Resources Carrie leads recruitment and employee experience at Granicus. She brings a passion for creating highly engaged and customer-focused teams to Granicus and has a track record of supporting the professional development of Granicus team members. Carrie has been leading human resources in growth-oriented technology companies since 1999 and has been working with Granicus since 2008. She has guided integration efforts through five acquisitions. Carrie was recognized with the Twin Cities Business Wonder Woman award for innovative leadership at Granicus and in the broader business community in 2017. 97 Over the last 20-plus years, Granicus has created hundreds of award-winning local government websites. We’ll bring this expertise to your project, while also working to meet and exceed your unique goals. Here are a few things you can expect from your partnership with Granicus. Your Goals A digital city hall experience that promotes self-service across all departments. Encourage civic participation. A citizen-centric design, release early, iterate often. Data-driven approach to the website redesign. A unified web presence with apps used by the city seamlessly integrated. Project Development Approach The Granicus Difference Granicus believes your website should truly serve citizens, making it easy to find and complete common tasks, like paying a ticket. Our data- driven approach will help us identify top services and tasks so we can optimize the online customer journey. Connect with your citizens in a whole new way. With Granicus govAccess you can gather input on important issues, conduct polls, and aggregate and analyze data. You may also want to consider govDelivery, enabling you to publish content to our network of 220M people. With our public beta site offering we can launch early, gather feedback and iterate to ensure we deliver a website that truly meets the needs of your citizens. Our process takes the guesswork out of your website redesign by basing key project decisions on the data we collect about your website, not on opinions. As a result, your team will be informed and aligned. Extend the impact of your website with the Granicus platform –publish content to our network of 220M+ citizens, simplify agenda creation, stream meetings to video, and much more. You can also chose from an extensive list of pre-built integrations with best-in-class apps like Laserfiche, NeoGov, Esri, Siteimprove, Twitter, Facebook and more. > > > > > 98 Research1 •Identify web team •Complete stakeholder survey –this helps us understand your goals, expectations, audience needs, etc. •Provide access to Google analytics •Sign-off on wireframe 2 Design 3 Site Development Launch4 Post Launch5 Your Role •Share any existing brand guidelines •Gather any photos + logos + video to be used in your website design •Sign-off on mood board + design comps + style guide •Supply list of all 3rd party apps used with website •Sign-off on sitemap •Collaborate with your PM to map current pages to new site map / identify redirects •Team attends writing for the web / accessibility training •Edit existing content / create content for new pages (we offer additional content writing + editing services) •Team attends CMS training •Conduct User Acceptance Testing (UAT) •Create marketing plan for website launch –we offer an optional website launch promo service if interested •Final sign-off prior to go live •Setup metrics dashboard and measure results –top pages, traffic sources, etc. –optimize overtime •Keep your content fresh •Reach out to our support team with questions anytime •Meet with your Vision success manager for a formal annual health check The best outcomes come with collaboration –after all, no one knows your community like you do! While we will do as much of the heavy lifting as possible, to drive the optimal level of collaboration, we will need a few things from you along the way including: Qualifications of Key Personnel -Continued 99 While the Granicus team will guide the process, we will depend on the dedication of staff and resources by the County to achieve the best result. Based on our experience, we recommend assigning staff into the following roles: Project Manager You should assign a dedicated project manager, who will serve as the main point of contact to interface with Granicus throughout the development of your website. This person will work closely with your Granicus project manager at each stage should be empowered to make final decisions on behalf of the County. Core Project Team (3-5 people) To help guide decisions, you should form a core project team. This group will work closely with your designated Project Manager in helping to gather input from your staff and guiding key decisions through the course of the project. Commonly this team includes staff from the following departments: •Communications •Administration •IT Steering Committee (varies) To help build buy-in across your organization, we recommend forming a steering committee. This larger team should include representatives from across all of your departments. They will be included in larger surveys and potentially provide input at key decision points. Gathering this group early helps engage the organization in the development, gaining buy-in for the project and providing alignment for decisions. Identifying Your Website Team “The Granicus Team went above and beyond. They were as invested in the website as we were, and we truly appreciated that!” WHAT CUSTOMERS SAID Above and Beyond Anthony Wilson City of San Angelo, TX Qualifications of Key Personnel -Continued 100 THANK YOU