HomeMy WebLinkAboutItem 06- Code Enforcement Tyler Software Contract AGENDA ITEM SUMMARY Meeting Date: 5/20/2024
Meeting Type: Regular Meeting
Staff Contact/Dept.: Charlie Kent/DPW
Staff Phone No: 541-726-3755
Estimated Time: Consent Calendar
S P R I N G F I E L D
C I T Y C O U N C I L
Council Goals: Provide Financially
Responsible and Innovative
Government Services
ITEM TITLE: CODE ENFORCEMENT TYLER SOFTWARE CONTRACT
ACTION
REQUESTED:
Review and approve the Tyler Technologies Enterprise and Licensing (EPL) service agreement
to support the modernization of the Code Enforcement Program.
ISSUE
STATEMENT:
City Council is requested to consider acquiring the Tyler Technologies EPL software to
modernize and streamline code enforcement processes within the City of Springfield. By
leveraging this technology, we can allocate resources more efficiently and target enforcement
efforts where they are most needed, leading to greater effectiveness and community satisfaction
and freeing staff time to work with community members.
ATTACHMENTS: 1. Tyler Service Agreement
2. Corporative Agreement, #090320 (Sourcewell)
DISCUSSION/
FINANCIAL
IMPACT:
Code Enforcement staff currently use Accela, a software service offered and administered by the
State with limited support. Accela has significant operational restrictions and a workflow
designed initially for building applications. Staff must utilize parallel programs to create reports,
analyze and record data, and create/issue notices supporting daily business operations.
Tyler Technologies offers better business practices for inspection-based activities such as Code
Enforcement and provides a comprehensive answer to every concern staff raised with Accela.
Tyler’s innovative software will empower our code enforcement staff to automate workflows,
modernize fine collections, apply analytics for strategic operation, and communicate seamlessly
with the Springfield Municipal Court to bolster abatement efforts. Staff will be able to optimize
resources and reduce manual workload, allowing a focus on more strategic and impactful code
enforcement activities. This insight will enhance our understanding of local compliance issues
and facilitate evidence-based decision-making and resource allocation.
Additionally, incorporating specially tailored software to support the new administrative civil
penalties system will significantly reduce the downtime between complaints and enforcement.
By seamlessly integrating this process with Tyler EPL, we can streamline penalty assessment,
monitoring, and collection processes, ensuring timely and consistent enforcement.
Approving this program purchase enables the Code enforcement program to do much more,
reducing administrative burden and focusing on resolving more cases sooner. Tyler EPL
software represents a pivotal step towards modernizing our code enforcement practices,
fostering a safer, more code compliant community, and ultimately enhancing the quality of life
for all residents of Springfield.
Funding for this three-year contract comes from our Tech Fee budget according to this breakdown:
$ 61,198.00 Year 1 +$14600 (EPL Ext.)
$ 61,168.00 Year 2 +$14600 (EPL Ext.)
$ 61,198.00 Year 3 +$14600 (EPL Ext.)
$ 79,500.00 Implementation Fee
$ 10,000.00 Travel Expenses
$ 14,600.00 Enterprise and Licensing Extensions
$ 8,000.00 Remote Implementation Consulting - Remote
$ 295,664.00
1
SOFTWARE AS A SERVICE AGREEMENT
This Software as a Service Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client selected Tyler to provide certain products and services set forth in the Investment
Summary, including providing Client with access to Tyler’s proprietary software products, and Tyler
desires to provide such products and services under the terms of this Agreement;
WHEREAS, Client is a member of Sourcewell (formerly known as National Joint Powers Alliance)
(“Sourcewell”) under member number 090320.
WHEREAS, Tyler participated in the competitive bid process in response to Sourcewell RFP #090320 by
submitting a proposal, on which Sourcewell awarded Tyler a Sourcewell contract, numbered 090320-TTI
(hereinafter, the “Sourcewell Contract”);
WHEREAS, documentation of the Sourcewell competitive bid process, as well as Tyler’s contract with
and pricing information for Sourcewell is available at https://sourcewell-mn.gov/cooperative-
purchasing/; and
WHEREAS, Client desires to purchase off the Sourcewell Contract to procure Enterprise Permitting &
Licensing software functionality from Tyler, which Tyler agrees to deliver pursuant to the Sourcewell
Contract and under the terms and conditions set forth below;
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth
in this Agreement, Tyler and Client agree as follows:
SECTION A – DEFINITIONS
• “Agreement” means this Software as a Service Agreement.
• “Business Travel Policy” means our business travel policy. A copy of our current Business Travel
Policy is attached as Schedule 1 to Exhibit B.
• “Client” means the City of Springfield, Oregon.
• “Data” means your data necessary to utilize the Tyler Software.
• “Data Storage Capacity” means the contracted amount of storage capacity for your Data
identified in the Investment Summary.
• “Defect” means a failure of the Tyler Software to substantially conform to the functional
descriptions set forth in our written proposal to you, or their functional equivalent. Future
functionality may be updated, modified, or otherwise enhanced through our maintenance and
support services, and the governing functional descriptions for such future functionality will be
set forth in our then-current Documentation.
• “Defined Users” means the number of users that are authorized to use the SaaS Services. The
Defined Users for the Agreement are as identified in the Investment Summary. If Exhibit A
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contains Enterprise Permitting & Licensing labeled software, defined users mean the maximum
number of named users that are authorized to use the Enterprise Permitting & Licensing labeled
modules as indicated in the Investment Summary.
• “Developer” means a third party who owns the intellectual property rights to Third Party
Software.
• “Documentation” means any online or written documentation related to the use or
functionality of the Tyler Software that we provide or otherwise make available to you, including
instructions, user guides, manuals and other training or self-help documentation.
• “Effective Date” means the date by which both your and our authorized representatives have
signed the Agreement.
• “Force Majeure” means an event beyond the reasonable control of you or us, including, without
limitation, governmental action, war, riot or civil commotion, fire, natural disaster, or any other
cause that could not with reasonable diligence be foreseen or prevented by you or us.
• “Investment Summary” means the agreed upon cost proposal for the products and services
attached as Exhibit A.
• “Invoicing and Payment Policy” means the invoicing and payment policy. A copy of our current
Invoicing and Payment Policy is attached as Exhibit B.
• “Order Form” means an ordering document that includes a quote or investment summary and
specifying the items to be provided by Tyler to Client, including any addenda and supplements
thereto.
• “SaaS Fees” means the fees for the SaaS Services identified in the Investment Summary.
• “SaaS Services” means software as a service consisting of system administration, system
management, and system monitoring activities that Tyler performs for the Tyler Software, and
includes the right to access and use the Tyler Software, receive maintenance and support on the
Tyler Software, including Downtime resolution under the terms of the SLA, and Data storage and
archiving. SaaS Services do not include support of an operating system or hardware, support
outside of our normal business hours, or training, consulting or other professional services.
• “SLA” means the service level agreement. A copy of our current SLA is attached hereto as
Exhibit C.
• “Statement of Work” means the industry standard implementation plan describing how our
professional services will be provided to implement the Tyler Software, and outlining your and
our roles and responsibilities in connection with that implementation. The Statement of Work is
attached as Exhibit E.
• “Support Call Process” means the support call process applicable to all of our customers who
have licensed the Tyler Software. A copy of our current Support Call Process is attached as
Schedule 1 to Exhibit C.
• “Third Party Hardware” means the third party hardware, if any, identified in the Investment
Summary.
• “Third Party Products” means the Third Party Software and Third Party Hardware.
• “Third Party SaaS Services” means software as a service provided by a third party, if any,
identified in the Investment Summary.
• “Third Party Services” means the third party services, if any, identified in the Investment
Summary.
• “Third Party Software” means the third party software, if any, identified in the Investment
Summary.
• “Third Party Terms” means, if any, the end user license agreement(s) or similar terms for the
Third Party Products or other parties’ products or services, as applicable, and attached or
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indicated at Exhibit D.
• “Tyler” means Tyler Technologies, Inc., a Delaware corporation.
• “Tyler Software” means our proprietary software, including any integrations, custom
modifications, and/or other related interfaces identified in the Investment Summary and
licensed by us to you through this Agreement.
• “we”, “us”, “our” and similar terms mean Tyler.
• “you” and similar terms mean Client.
SECTION B – SAAS SERVICES
1. Rights Granted. We grant to you the non-exclusive, non-assignable limited right to use the SaaS
Services solely for your internal business purposes for the number of Defined Users only. The Tyler
Software will be made available to you according to the terms of the SLA. You acknowledge that we
have no delivery obligations and we will not ship copies of the Tyler Software as part of the SaaS
Services. You may use the SaaS Services to access updates and enhancements to the Tyler Software,
as further described in Section C(9). The foregoing notwithstanding, to the extent we have sold you
perpetual licenses for Tyler Software, if and listed in the Investment Summary, for which you are
receiving SaaS Services, your rights to use such Tyler Software are perpetual, subject to the terms
and conditions of this Agreement including, without limitation, Section B(4). We will make any such
software available to you for download.
2. SaaS Fees. You agree to pay us the SaaS Fees. Those amounts are payable in accordance with our
Invoicing and Payment Policy. The SaaS Fees are based on the number of Defined Users and amount
of Data Storage Capacity. You may add additional users or additional data storage capacity on the
terms set forth in Section H(1). In the event you regularly and/or meaningfully exceed the Defined
Users or Data Storage Capacity, we reserve the right to charge you additional fees commensurate
with the overage(s).
3. Ownership.
3.1 We retain all ownership and intellectual property rights to the SaaS Services, the Tyler Software,
and anything developed by us under this Agreement. You do not acquire under this Agreement
any license to use the Tyler Software in excess of the scope and/or duration of the SaaS Services.
3.2 The Documentation is licensed to you and may be used and copied by your employees for
internal, non-commercial reference purposes only.
3.3 You retain all ownership and intellectual property rights to the Data. You expressly recognize
that except to the extent necessary to carry out our obligations contained in this Agreement, we
do not create or endorse any Data used in connection with the SaaS Services.
4. Restrictions. You may not: (a) make the Tyler Software or Documentation resulting from the SaaS
Services available in any manner to any third party for use in the third party’s business operations;
(b) modify, make derivative works of, disassemble, reverse compile, or reverse engineer any part of
the SaaS Services; (c) access or use the SaaS Services in order to build or support, and/or assist a
third party in building or supporting, products or services competitive to us; or (d) license, sell, rent,
lease, transfer, assign, distribute, display, host, outsource, disclose, permit timesharing or service
bureau use, or otherwise commercially exploit or make the SaaS Services, Tyler Software, or
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Documentation available to any third party other than as expressly permitted by this Agreement.
5. Software Warranty. We warrant that the Tyler Software will perform without Defects during the
term of this Agreement. If the Tyler Software does not perform as warranted, we will use all
reasonable efforts, consistent with industry standards, to cure the Defect in accordance with the
maintenance and support process set forth in Section C(9), below, the SLA and our then current
Support Call Process.
6. SaaS Services.
6.1 Our SaaS Services are audited at least yearly in accordance with the AICPA’s Statement on
Standards for Attestation Engagements (“SSAE”) No. 21. We have attained, and will maintain,
SOC 1 and SOC 2 compliance, or its equivalent, for so long as you are timely paying for SaaS
Services. The scope of audit coverage varies for some Tyler Software solutions. Upon execution
of a mutually agreeable Non-Disclosure Agreement (“NDA”), we will provide you with a
summary of our compliance report(s) or its equivalent. Every year thereafter, for so long as the
NDA is in effect and in which you make a written request, we will provide that same
information. If our SaaS Services are provided using a 3rd party data center, we will provide
available compliance reports for that data center.
6.2 You will be hosted on shared hardware in a Tyler data center or in a third-party data center. In
either event, databases containing your Data will be dedicated to you and inaccessible to our
other customers.
6.3 Our Tyler data centers have fully-redundant telecommunications access, electrical power, and
the required hardware to provide access to the Tyler Software in the event of a disaster or
component failure. In the event of a data center failure, we reserve the right to employ our
disaster recovery plan for resumption of the SaaS Services. In that event, we commit to a
Recovery Point Objective (“RPO”) of 24 hours and a Recovery Time Objective (“RTO”) of 24
hours. RPO represents the maximum duration of time between the most recent recoverable
copy of your hosted Data and subsequent data center failure. RTO represents the maximum
duration of time following data center failure within which your access to the Tyler Software
must be restored.
6.4 We conduct annual penetration testing of either the production network and/or web
application to be performed. We will maintain industry standard intrusion detection and
prevention systems to monitor malicious activity in the network and to log and block any such
activity. We will provide you with a written or electronic record of the actions taken by us in the
event that any unauthorized access to your database(s) is detected as a result of our security
protocols. We will undertake an additional security audit, on terms and timing to be mutually
agreed to by the parties, at your written request. You may not attempt to bypass or subvert
security restrictions in the SaaS Services or environments related to the Tyler Software.
Unauthorized attempts to access files, passwords or other confidential information, and
unauthorized vulnerability and penetration test scanning of our network and systems (hosted or
otherwise) is prohibited without the prior written approval of our IT Security Officer.
6.5 We test our disaster recovery plan on an annual basis. Our standard test is not client-specific.
Should you request a client-specific disaster recovery test, we will work with you to schedule
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and execute such a test on a mutually agreeable schedule. At your written request, we will
provide test results to you within a commercially reasonable timeframe after receipt of the
request.
6.6 We will be responsible for importing back-up and verifying that you can log-in. You will be
responsible for running reports and testing critical processes to verify the returned Data.
6.7 We provide secure Data transmission paths between each of your workstations and our servers.
6.8 Tyler data centers are accessible only by authorized personnel with a unique key entry. All other
visitors to Tyler data centers must be signed in and accompanied by authorized personnel.
Entry attempts to the data center are regularly audited by internal staff and external auditors to
ensure no unauthorized access.
6.9 Where applicable with respect to our applications that take or process card payment data, we
are responsible for the security of cardholder data that we possess, including functions relating
to storing, processing, and transmitting of the cardholder data and affirm that, as of the
Effective Date, we comply with applicable requirements to be considered PCI DSS compliant and
have performed the necessary steps to validate compliance with the PCI DSS. We agree to
supply the current status of our PCI DSS compliance program in the form of an official
Attestation of Compliance, which can be found at https://www.tylertech.com/about-
us/compliance, and in the event of any change in our status, will comply with applicable notice
requirements.
SECTION C – PROFESSIONAL SERVICES
1. Professional Services. We will provide you the various implementation-related services itemized in
the Investment Summary and described in the Statement of Work.
2. Professional Services Fees. You agree to pay us the professional services fees in the amounts set
forth in the Investment Summary. Those amounts are payable in accordance with our Invoicing and
Payment Policy. You acknowledge that the fees stated in the Investment Summary are good-faith
estimates of the amount of time and materials required for your implementation. We will bill you
the actual fees incurred based on the in-scope services provided to you. Any discrepancies in the
total values set forth in the Investment Summary will be resolved by multiplying the applicable
hourly rate by the quoted hours.
3. Additional Services. The Investment Summary contains, and the Statement of Work describes, the
scope of services and related costs (including programming and/or interface estimates) required for
the project based on our understanding of the specifications you supplied. If additional work is
required, or if you use or request additional services, we will provide you with an addendum or
change order, as applicable, outlining the costs for the additional work. The price quotes in the
addendum or change order will be valid for thirty (30) days from the date of the quote.
4. Cancellation. If you cancel services less than four (4) weeks in advance (other than for Force
Majeure or breach by us), you will be liable for all (a) daily fees associated with cancelled
professional services if we are unable to reassign our personnel and (b) any non-refundable travel
expenses already incurred by us on your behalf. We will make all reasonable efforts to reassign
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personnel in the event you cancel within four (4) weeks of scheduled commitments.
5. Services Warranty. We will perform the services in a professional, workmanlike manner, consistent
with industry standards. In the event we provide services that do not conform to this warranty, we
will re-perform such services at no additional cost to you.
6. Site Access and Requirements. At no cost to us, you agree to provide us with full and free access to
your personnel, facilities, and equipment as may be reasonably necessary for us to provide
implementation services, subject to any reasonable security protocols or other written policies
provided to us as of the Effective Date, and thereafter as mutually agreed to by you and us.
7. Background Checks. For at least the past twelve (12) years, all of our employees have undergone
criminal background checks prior to hire. All employees sign our confidentiality agreement and
security policies.
8. Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative
process requiring the time and resources of your personnel. You agree to use all reasonable efforts
to cooperate with and assist us as may be reasonably required to meet the agreed upon project
deadlines and other milestones for implementation. This cooperation includes at least working with
us to schedule the implementation-related services outlined in this Agreement. We will not be
liable for failure to meet any deadlines and milestones when such failure is due to Force Majeure or
to the failure by your personnel to provide such cooperation and assistance (either through action
or omission).
9. Maintenance and Support. For so long as you timely pay your SaaS Fees according to the Invoicing
and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process,
we will:
9.1 perform our maintenance and support obligations in a professional, good, and workmanlike
manner, consistent with industry standards, to resolve Defects in the Tyler Software (subject to
any applicable release life cycle policy);
9.2 provide support during our established support hours;
9.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third
Party Software, if any, in order to provide maintenance and support services;
9.4 make available to you all releases to the Tyler Software (including updates and enhancements)
that we make generally available without additional charge to customers who have a
maintenance and support agreement in effect; and
9.5 provide non-Defect resolution support of prior releases of the Tyler Software in accordance with
any applicable release life cycle policy.
We will use all reasonable efforts to perform support services remotely. Currently, we use a third-party
secure unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix. Therefore, you agree
to maintain a high-speed internet connection capable of connecting us to your PCs and server(s). You
agree to provide us with a login account and local administrative privileges as we may reasonably
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require to perform remote services. We will, at our option, use the secure connection to assist with
proper diagnosis and resolution, subject to any reasonably applicable security protocols. If we cannot
resolve a support issue remotely, we may be required to provide onsite services. In such event, we will
be responsible for our travel expenses, unless it is determined that the reason onsite support was
required was a reason outside our control. Either way, you agree to provide us with full and free access
to the Tyler Software, working space, adequate facilities within a reasonable distance from the
equipment, and use of machines, attachments, features, or other equipment reasonably necessary for
us to provide the maintenance and support services, all at no charge to us. We strongly recommend
that you also maintain your VPN for backup connectivity purposes.
For the avoidance of doubt, SaaS Fees do not include the following services: (a) onsite support (unless
Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above); (b) application design;
(c) other consulting services; or (d) support outside our normal business hours as listed in our then-
current Support Call Process. Requested services such as those outlined in this section will be billed to
you on a time and materials basis at our then current rates. You must request those services with at
least one (1) weeks’ advance notice.
SECTION D – THIRD PARTY PRODUCTS
1. Third Party Hardware. We will sell, deliver, and install onsite the Third Party Hardware, if you have
purchased any, for the price set forth in the Investment Summary. Those amounts are payable in
accordance with our Invoicing and Payment Policy.
2. Third Party Software. As part of the SaaS Services, you will receive access to the Third Party
Software and related documentation for internal business purposes only. Your rights to the Third
Party Software will be governed by the Third Party Terms.
3. Third Party Products Warranties.
3.1 We are authorized by each Developer to grant access to the Third Party Software.
3.2 The Third Party Hardware will be new and unused, and upon payment in full, you will receive
free and clear title to the Third Party Hardware.
3.3 You acknowledge that we are not the manufacturer of the Third Party Products. We do not
warrant or guarantee the performance of the Third Party Products. However, we grant and pass
through to you any warranty that we may receive from the Developer or supplier of the Third
Party Products.
4. Third Party Services. If you have purchased Third Party Services, those services will be provided
independent of Tyler by such third-party at the rates set forth in the Investment Summary and in
accordance with our Invoicing and Payment Policy.
SECTION E - INVOICING AND PAYMENT; INVOICE DISPUTES
1. Invoicing and Payment. We will invoice you the SaaS Fees and fees for other professional services in
the Investment Summary per our Invoicing and Payment Policy, subject to Section E(2).
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2. Invoice Disputes. If you believe any delivered software or service does not conform to the
warranties in this Agreement, you will provide us with written notice within thirty (30) days of your
receipt of the applicable invoice. The written notice must contain reasonable detail of the issues
you contend are in dispute so that we can confirm the issue and respond to your notice with either a
justification of the invoice, an adjustment to the invoice, or a proposal addressing the issues
presented in your notice. We will work with you as may be necessary to develop an action plan that
outlines reasonable steps to be taken by each of us to resolve any issues presented in your notice.
You may withhold payment of the amount(s) actually in dispute, and only those amounts, until we
complete the action items outlined in the plan. If we are unable to complete the action items
outlined in the action plan because of your failure to complete the items agreed to be done by you,
then you will remit full payment of the invoice. We reserve the right to suspend delivery of all SaaS
Services, including maintenance and support services, if you fail to pay an invoice not disputed as
described above within fifteen (15) days of notice of our intent to do so.
SECTION F – TERM AND TERMINATION
1. Term. The initial term of this Agreement is equal to the number of years indicated for SaaS Services
in Exhibit A, commencing on the first day of the first month following the Effective Date, unless
earlier terminated as set forth below. If no duration is indicated in Exhibit A, the initial term is one
(1) year. Upon expiration of the initial term, this Agreement will renew automatically for additional
one (1) year renewal terms at our then-current SaaS Fees unless terminated in writing by either
party at least sixty (60) days prior to the end of the then-current renewal term. Your right to access
or use the Tyler Software and the SaaS Services will terminate at the end of this Agreement.
2. Termination. This Agreement may be terminated as set forth below. In the event of termination,
you will pay us for all undisputed fees and expenses related to the software, products, and/or
services you have received, or we have incurred or delivered, prior to the effective date of
termination. Disputed fees and expenses in all terminations other than your termination for cause
must have been submitted as invoice disputes in accordance with Section E(2).
2.1 Failure to Pay SaaS Fees. You acknowledge that continued access to the SaaS Services is
contingent upon your timely payment of SaaS Fees. If you fail to timely pay the SaaS Fees, we
may discontinue the SaaS Services and deny your access to the Tyler Software. We may also
terminate this Agreement if you don’t cure such failure to pay within forty-five (45) days of
receiving written notice of our intent to terminate.
2.2 For Cause. If you believe we have materially breached this Agreement, you will invoke the
Dispute Resolution clause set forth in Section H(3). You may terminate this Agreement for cause
in the event we do not cure, or create a mutually agreeable action plan to address, a material
breach of this Agreement within the thirty (30) day window set forth in Section H(3).
2.3 Force Majeure. Either party has the right to terminate this Agreement if a Force Majeure event
suspends performance of the SaaS Services for a period of forty-five (45) days or more.
2.4 Lack of Appropriations. If you should not appropriate or otherwise make available funds
sufficient to utilize the SaaS Services, you may unilaterally terminate this Agreement upon thirty
(30) days written notice to us. You will not be entitled to a refund or offset of previously paid,
but unused SaaS Fees. You agree not to use termination for lack of appropriations as a
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substitute for termination for convenience.
SECTION G – INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE
1. Intellectual Property Infringement Indemnification.
1.1 We will defend you against any third party claim(s) that the Tyler Software or Documentation
infringes that third party’s patent, copyright, or trademark, or misappropriates its trade secrets,
and will pay the amount of any resulting adverse final judgment (or settlement to which we
consent). You must notify us promptly in writing of the claim and give us sole control over its
defense or settlement. You agree to provide us with reasonable assistance, cooperation, and
information in defending the claim at our expense.
1.2 Our obligations under this Section G(1) will not apply to the extent the claim or adverse final
judgment is based on your use of the Tyler Software in contradiction of this Agreement,
including with non-licensed third parties, or your willful infringement.
1.3 If we receive information concerning an infringement or misappropriation claim related to the
Tyler Software, we may, at our expense and without obligation to do so, either: (a) procure for
you the right to continue its use; (b) modify it to make it non-infringing; or (c) replace it with a
functional equivalent, in which case you will stop running the allegedly infringing Tyler Software
immediately. Alternatively, we may decide to litigate the claim to judgment, in which case you
may continue to use the Tyler Software consistent with the terms of this Agreement.
1.4 If an infringement or misappropriation claim is fully litigated and your use of the Tyler Software
is enjoined by a court of competent jurisdiction, in addition to paying any adverse final
judgment (or settlement to which we consent), we will, at our option, either: (a) procure the
right to continue its use; (b) modify it to make it non-infringing; or (c) replace it with a functional
equivalent. This section provides your exclusive remedy for third party copyright, patent, or
trademark infringement and trade secret misappropriation claims.
2. General Indemnification.
2.1 We will indemnify and hold harmless you and your agents, officials, and employees from and
against any and all third-party claims, losses, liabilities, damages, costs, and expenses (including
reasonable attorney's fees and costs) for (a) personal injury or property damage to the extent
caused by our negligence or willful misconduct; or (b) our violation of PCI-DSS requirements or a
law applicable to our performance under this Agreement. You must notify us promptly in
writing of the claim and give us sole control over its defense or settlement. You agree to
provide us with reasonable assistance, cooperation, and information in defending the claim at
our expense.
2.2 To the extent permitted by applicable law, you will indemnify and hold harmless us and our
agents, officials, and employees from and against any and all third-party claims, losses,
liabilities, damages, costs, and expenses (including reasonable attorney's fees and costs) for (a)
personal injury or property damage to the extent caused by your negligence or willful
misconduct; or (b) your violation of a law applicable to your performance under this Agreement.
We will notify you promptly in writing of the claim and will give you sole control over its defense
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or settlement. We agree to provide you with reasonable assistance, cooperation, and
information in defending the claim at your expense.
3. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE HEREBY DISCLAIM ALL OTHER
WARRANTIES AND CONDITIONS, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT
NOT LIMITED TO, ANY IMPLIED WARRANTIES, DUTIES, OR CONDITIONS OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE. CLIENT UNDERSTANDS AND AGREES THAT TYLER
DISCLAIMS ANY LIABILITY FOR ERRORS THAT RELATE TO USER ERROR.
4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS AGREEMENT,
OUR LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT, WHETHER BASED ON A THEORY
OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO
YOUR ACTUAL DIRECT DAMAGES, NOT TO EXCEED (A) DURING THE INITIAL TERM, AS SET FORTH
IN SECTION F(1), TOTAL FEES PAID AS OF THE TIME OF THE CLAIM; OR (B) DURING ANY RENEWAL
TERM, THE THEN-CURRENT ANNUAL SAAS FEES PAYABLE IN THAT RENEWAL TERM. THE PARTIES
ACKNOWLEDGE AND AGREE THAT THE PRICES SET FORTH IN THIS AGREEMENT ARE SET IN
RELIANCE UPON THIS LIMITATION OF LIABILITY AND TO THE MAXIMUM EXTENT ALLOWED UNDER
APPLICABLE LAW, THE EXCLUSION OF CERTAIN DAMAGES, AND EACH SHALL APPLY REGARDLESS
OF THE FAILURE OF AN ESSENTIAL PURPOSE OF ANY REMEDY. THE FOREGOING LIMITATION OF
LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO SECTIONS G(1) AND G(2).
5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR
CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY
OF SUCH DAMAGES.
6. Insurance. During the course of performing services under this Agreement, we agree to maintain
the following levels of insurance: (a) Commercial General Liability of at least $1,000,000; (b)
Automobile Liability of at least $1,000,000; (c) Professional Liability of at least $1,000,000; (d)
Workers Compensation complying with applicable statutory requirements; and (e) Excess/Umbrella
Liability of at least $5,000,000. We will add you as an additional insured to our Commercial General
Liability and Automobile Liability policies, which will automatically add you as an additional insured
to our Excess/Umbrella Liability policy as well. We will provide you with copies of certificates of
insurance upon your written request.
SECTION H – GENERAL TERMS AND CONDITIONS
1. Additional Products and Services. You may purchase additional products and services at the rates
set forth in the Investment Summary for twelve (12) months from the Effective Date by executing a
mutually agreed addendum. If no rate is provided in the Investment Summary, or those twelve (12)
months have expired, you may purchase additional products and services at our then-current list
price, also by executing a mutually agreed addendum. The terms of this Agreement will control any
such additional purchase(s), unless otherwise specifically provided in the addendum.
2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will
be valid for twelve (12) months from the Effective Date.
Attachment 1
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11
3. Dispute Resolution. You agree to provide us with written notice within thirty (30) days of becoming
aware of a dispute. You agree to cooperate with us in trying to reasonably resolve all disputes,
including, if requested by either party, appointing a senior representative to meet and engage in
good faith negotiations with our appointed senior representative. Senior representatives will
convene within thirty (30) days of the written dispute notice, unless otherwise agreed. All meetings
and discussions between senior representatives will be deemed confidential settlement discussions
not subject to disclosure under Federal Rule of Evidence 408 or any similar applicable state rule. If
we fail to resolve the dispute, then the parties shall participate in non-binding mediation in an effort
to resolve the dispute. If the dispute remains unresolved after mediation, then either of us may
assert our respective rights and remedies in a court of competent jurisdiction. Nothing in this
section shall prevent you or us from seeking necessary injunctive relief during the dispute resolution
procedures.
4. Taxes. The fees in the Investment Summary do not include any taxes, including, without limitation,
sales, use, or excise tax. If you are a tax-exempt entity, you agree to provide us with a tax-exempt
certificate. Otherwise, we will pay all applicable taxes to the proper authorities and you will
reimburse us for such taxes. If you have a valid direct-pay permit, you agree to provide us with a
copy. For clarity, we are responsible for paying our income taxes, both federal and state, as
applicable, arising from our performance of this Agreement.
5. Nondiscrimination. We will not discriminate against any person employed or applying for
employment concerning the performance of our responsibilities under this Agreement. This
discrimination prohibition will apply to all matters of initial employment, tenure, and terms of
employment, or otherwise with respect to any matter directly or indirectly relating to employment
concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that
is unrelated to the individual's ability to perform the duties of a particular job or position, height,
weight, marital status, or political affiliation. We will post, where appropriate, all notices related to
nondiscrimination as may be required by applicable law.
6. E-Verify. We have complied, and will comply, with the E-Verify procedures administered by the U.S.
Citizenship and Immigration Services Verification Division for all of our employees assigned to your
project.
7. Subcontractors. We will not subcontract any services under this Agreement without your prior
written consent, not to be unreasonably withheld.
8. Binding Effect; No Assignment. This Agreement shall be binding on, and shall be for the benefit of,
either your or our successor(s) or permitted assign(s). Neither party may assign this Agreement
without the prior written consent of the other party; provided, however, your consent is not
required for an assignment by us as a result of a corporate reorganization, merger, acquisition, or
purchase of substantially all of our assets.
9. Force Majeure. Except for your payment obligations, neither party will be liable for delays in
performing its obligations under this Agreement to the extent that the delay is caused by Force
Majeure; provided, however, that within ten (10) business days of the Force Majeure event, the
party whose performance is delayed provides the other party with written notice explaining the
cause and extent thereof, as well as a request for a reasonable time extension equal to the
estimated duration of the Force Majeure event.
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12
10. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of you
and us. No third party will be deemed a beneficiary of this Agreement, and no third party will have
the right to make any claim or assert any right under this Agreement. This provision does not affect
the rights of third parties under any Third Party Terms.
11. Entire Agreement; Amendment. This Agreement represents the entire agreement between you and
us with respect to the subject matter hereof, and supersedes any prior agreements, understandings,
and representations, whether written, oral, expressed, implied, or statutory. Purchase orders
submitted by you, if any, are for your internal administrative purposes only, and the terms and
conditions contained in those purchase orders will have no force or effect. This Agreement may
only be modified by a written amendment signed by an authorized representative of each party.
12. Severability. If any term or provision of this Agreement is held invalid or unenforceable, the
remainder of this Agreement will be considered valid and enforceable to the fullest extent
permitted by law.
13. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced
by either party, such non-enforcement will not act as or be deemed to act as a waiver or
modification of this Agreement, nor will such non-enforcement prevent such party from enforcing
each and every term of this Agreement thereafter.
14. Independent Contractor. We are an independent contractor for all purposes under this Agreement.
15. Notices. All notices or communications required or permitted as a part of this Agreement, such as
notice of an alleged material breach for a termination for cause or a dispute that must be submitted
to dispute resolution, must be in writing and will be deemed delivered upon the earlier of the
following: (a) actual receipt by the receiving party; (b) upon receipt by sender of a certified mail,
return receipt signed by an employee or agent of the receiving party; (c) upon receipt by sender of
proof of email delivery; or (d) if not actually received, five (5) days after deposit with the United
States Postal Service authorized mail center with proper postage (certified mail, return receipt
requested) affixed and addressed to the other party at the address set forth on the signature page
hereto or such other address as the party may have designated by proper notice. The consequences
for the failure to receive a notice due to improper notification by the intended receiving party of a
change in address will be borne by the intended receiving party.
16. Client Lists. You agree that we may identify you by name in client lists, marketing presentations, and
promotional materials.
17. Confidentiality. Both parties recognize that their respective employees and agents, in the course of
performance of this Agreement, may be exposed to confidential information and that disclosure of
such information could violate rights to private individuals and entities, including the parties.
Confidential information is nonpublic information that a reasonable person would believe to be
confidential and includes, without limitation, personal identifying information (e.g., social security
numbers) and trade secrets, each as defined by applicable state law. Each party agrees that it will
not disclose any confidential information of the other party and further agrees to take all reasonable
and appropriate action to prevent such disclosure by its employees or agents. The confidentiality
covenants contained herein will survive the termination or cancellation of this Agreement. This
Attachment 1
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13
obligation of confidentiality will not apply to information that:
(a) is in the public domain, either at the time of disclosure or afterwards, except by breach of
this Agreement by a party or its employees or agents;
(b) a party can establish by reasonable proof was in that party's possession at the time of initial
disclosure;
(c) a party receives from a third party who has a right to disclose it to the receiving party; or
(d) is the subject of a legitimate disclosure request under the open records laws or similar
applicable public disclosure laws governing this Agreement; provided, however, that in the
event you receive an open records or other similar applicable request, you will give us
prompt notice and otherwise perform the functions required by applicable law.
18. Quarantining of Client Data. Some services provided by Tyler require us to be in possession of your
Data. In the event we detect malware or other conditions associated with your Data that are
reasonably suspected of putting Tyler resources or other Tyler clients’ data at risk, we reserve the
absolute right to move your Data from its location within a multi-tenancy Tyler hosted environment
to an isolated “quarantined” environment without advance notice. Your Data will remain in such
quarantine for a period of at least six (6) months during which time we will review the Data, and all
traffic associated with the Data, for signs of malware or other similar issues. If no issues are
detected through such reviews during the six (6) month period of quarantine, we will coordinate
with you the restoration of your Data to a non-quarantined environment. In the event your Data
must remain in quarantine beyond this six (6) month period through no fault of Tyler’s, we reserve
the right to require payment of additional fees for the extended duration of quarantine. We will
provide an estimate of what those costs will be upon your request.
19. Business License. In the event a local business license is required for us to perform services
hereunder, you will promptly notify us and provide us with the necessary paperwork and/or contact
information so that we may timely obtain such license.
20. Governing Law. This Agreement will be governed by and construed in accordance with the laws of
your state of domicile, without regard to its rules on conflicts of law.
21. Multiple Originals and Authorized Signatures. This Agreement may be executed in multiple
originals, any of which will be independently treated as an original document. Any electronic, faxed,
scanned, photocopied, or similarly reproduced signature on this Agreement or any amendment
hereto will be deemed an original signature and will be fully enforceable as if an original signature.
Each party represents to the other that the signatory set forth below is duly authorized to bind that
party to this Agreement.
22. Cooperative Procurement. To the maximum extent permitted by applicable law, we agree that this
Agreement may be used as a cooperative procurement vehicle by eligible jurisdictions. We reserve
the right to negotiate and customize the terms and conditions set forth herein, including but not
limited to pricing, to the scope and circumstances of that cooperative procurement.
23. Data & Insights Solution Terms. Your use of certain Tyler solutions includes Tyler’s Data & Insights
data platform. Your rights, and the rights of any of your end users, to use Tyler’s Data & Insights
data platform is subject to the Data & Insights SaaS Services Terms of Service, available at
https://www.tylertech.com/terms/data-insights-saas-services-terms-of-service. By signing a Tyler
Agreement or Order Form, or accessing, installing, or using any of the Tyler solutions listed at the
Attachment 1
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14
linked terms, you certify that you have reviewed, understand, and agree to said terms.
24. Contract Documents. This Agreement includes the following exhibits:
Exhibit A Investment Summary
Exhibit B Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Exhibit C Service Level Agreement
Schedule 1: Support Call Process
Exhibit D Third Party Terms
Exhibit E Statement of Work
IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as
of the date(s) set forth below.
Tyler Technologies, Inc. City of Springfield, Oregon
By: By:
Name: Name:
Title: Title:
Date: Date:
Address for Notices: Address for Notices:
Tyler Technologies, Inc. City of Springfield
One Tyler Drive 230 4th Street
Yarmouth, ME 04096 Springfield, OR 97477-5447
Attention: Chief Legal Officer Attention: ______________________________
Attachment 1
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Exhibit A
1
Exhibit A
Investment Summary
The following Investment Summary details the software and services to be delivered by us to you under
the Agreement. This Investment Summary is effective as of the Effective Date, despite any expiration
date in the Investment Summary that may have lapsed as of the Effective Date.
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
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2023-423977-S6M7H2 Page 1
Quoted By:Britney Roper
Quote Expiration:5/16/24
Quote Name:
City of Springfield Code
Enforcement v1_8_25_2023
Sales Quotation For:
City of Springfield
230 4th St
Springfield OR 97477-5447
Phone: +1 (541) 726-3748
Tyler SaaS
Description Term Monthly Fee Users/Units Annual Fee
Enterprise Permitting & Licensing Core Software
Enterprise Permitting & Licensing Foundation $ 1,583 1 $ 19,000
Enterprise Permitting & Licensing User $ 192 5 $ 11,500
Enterprise Permitting & Licensing Extensions
Enterprise Service Requests $ 1,284 1 $ 15,402
Enterprise Permitting & Licensing - Read Only User $ 29 2 $ 696
TOTAL 1.00 $ 46,598
Professional Services
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2023-423977-S6M7H2 Page 2
Description Quantity Unit Price
Extended
Price Maintenance
Professional Services
Data Conversion Services 40 $ 250 $ 10,000 $ 0
Professional Implementation Consulting - Remote 44 $ 200 $ 8,800 $ 0
Professional Implementation Consulting -Onsite 124 $ 225 $ 27,900 $ 0
Project Management Services - Remote 40 $ 200 $ 8,000 $ 0
Training Services - Onsite 32 $ 225 $ 7,200 $ 0
Training Services - Remote 88 $ 200 $ 17,600 $ 0
TOTAL:$ 79,500 $ 0
Transaction Fees
Descripton
Payments
Enterprise Permitting & Licensing Payments
Summary One Time Fees Recurring Fees
Total SaaS $ 46,598
Total Services $ 79,500 $ 0
Total Third-Party Hardware, Software, Services $ 0 $ 0
Summary Total $ 79,500 $ 46,598
Contract Total $ 126,098
Estimated Travel Expenses $ 10,000
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2023-423977-S6M7H2 Page 3
Optional Tyler SaaS
Description Term Monthly Fee Users/Unit Annual Fee
Enterprise Permitting & Licensing Extensions
Citizen Connect - Community Development $ 417 1 $ 5,000
Enterprise Permitting & Licensing Civic Access Credit Card Payment API Toolkit $ 267 1 $ 3,200
3rd Party Enterprise Permitting & Licensing Document Management API
Connector $ 267 1 $ 3,200
3rd Party Enterprise Permitting & Licensing Cashiering API Connector $ 267 1 $ 3,200
Tyler Software
My Civic Bundle (Citizen Engagement and Requests)1 $ 30,000
TOTAL 1.00 $ 44,600
Optional Professional Services
Description Quantity Unit Price
Extended
Price Maintenance
Professional Services
Professional Implementation Consulting - Remote 44 $ 200 $ 8,800 $ 0
TOTAL $ 8,800 $ 0
Comments
EPL Implementation: Tyler leads and owns the configuration of 5 unique business transactions, 5 template business transactions, and will build out
the 3 geo-rules and 3 automation events included in the application. Configuration elements beyond this will be owned by the client.
EPL Implementation: Tyler leads and owns the configuration of 5 unique business transactions, 5 template business transactions, and will build out
the 3 geo-rules and 3 automation events included in the application. Configuration elements beyond this will be owned by the client.
---------------------------------------------------------$ 2,500---------_______
----------
$14,600
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2023-423977-S6M7H2 Page 4
Shared Services:
Tyler Technologies’ Enterprise Permitting & Licensing implementation team will be primarily responsible for the following implementation tasks:
•Training on how to use Enterprise Permitting & Licensing
•Training and providing guidance on how to configure and maintain Enterprise Permitting & Licensing
•Setup of Enterprise Permitting & Licensing GIS Map
•Setup of Enterprise Permitting & Licensing GIS Live Link
•Setup of CSS GIS Map (as applicable, based on contract)
•Setup of CSS ArcGIS Integration (as applicable, based on contract)
•Setup of CSS Payments (as applicable, based on contract and client having secured an appropriate payment gateway)
•Setup and testing of Tyler-to-Tyler integrations (Enterprise ERP, Cashiering, Content Management, Enterprise Service Requests, as applicable
based on contract)
•Setup of Workforce Mobile (as applicable, based on contract)
•Enterprise Permitting & Licensing Automation Events (Intelligent Objects, standard Intelligent Queries). This covers automation tasks like
E-mails, Tasks, Geo Rules, etc.
The client subject matter experts (SMEs) should be available approximately 25% of any given week throughout the project in order to perform
configuration in addition to scheduled time with Tyler’s Enterprise Permitting & Licensing consultant. These client SMEs will be responsible for the
following general configuration tasks:
•Enterprise Permitting & Licensing Case Type Setup (and all associated items required to configure)
•Enterprise Permitting & Licensing System Setup Configuration (Holidays, Zones, Hold Types, Hearing Types, etc.)
•Enterprise Permitting & Licensing Report Setup’s dynamic custom fields
•Enterprise Permitting & Licensing User/User Role Setup
•Enterprise Permitting & Licensing Workflow/Workflow Template Setup (WF Actions, Steps, Templates, Submittal Types, Item Reviews etc.)
•CSS Experience (CSS Case Types, CSS Geo Rules, CSS Themes, Headers, Menus, Security Settings, etc.)
•Other configuration as desired by client
SaaS Monthly Fees are rounded to the nearest dollar. The Annual Fee value represents the cost to the customer.
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2023-423977-S6M7H2 Page 5
Tyler resources will establish connection and verify data exchange between My Civic and Enterprise Permitting & Licensing powered by EnerGov for
code cases.
Enterprise Permitting & Licensing Foundation includes GIS for EPL Users, Core Foundation Bundle, Advanced Automation Bundle, Data & Reporting
Access, Report Toolkit, EPL API Toolkit and 1 TB of Storage
Enterprise Permitting & Licensing User includes back-office and Workforce Mobile access
Enterprise Service Requests is an application for citizens to report code complaints. Tyler resources will configure, train client personnel, and support
go-live for 311 functionality utilized by Enterprise Permitting & Licensing.
Your use of Payments and any related items included on this order is subject to the terms found at: https://www.tylertech.com/terms/payment-card-
processing-agreement. By signing this order or the agreement in which it is included, you agree you have read, understand, and agree to such terms.
Please see attached Payments fee schedule.
The license grant is limited to code enforcement processes only.
Attachment 1
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Exhibit B
1
Exhibit B
Invoicing and Payment Policy
We will provide you with the software and services set forth in the Investment Summary of the
Agreement. Capitalized terms not otherwise defined will have the meaning assigned to such terms in
the Agreement.
Invoicing: We will invoice you for the applicable software and services in the Investment Summary as
set forth below. Your rights to dispute any invoice are set forth in the Agreement.
1. SaaS Fees. SaaS Fees are invoiced on an annual basis, beginning on the commencement of the
initial term as set forth in Section F (1) of this Agreement. Your annual SaaS fees for the initial
term are set forth in the Investment Summary. Upon expiration of the initial term, your annual
SaaS fees will be at our then-current rates.
2. Other Tyler Software and Services.
2.1 Implementation and Other Professional Services (including training): Implementation and
other professional services (including training) are billed and invoiced as delivered, at the
rates set forth in the Investment Summary.
2.2 Consulting Services: If you have purchased any Business Process Consulting services, if they
have been quoted as fixed-fee services, they will be invoiced 50% upon your acceptance of
the Best Practice Recommendations, by module, and 50% upon your acceptance of custom
desktop procedures, by module. If you have purchased any Business Process Consulting
services and they are quoted as an estimate, then we will bill you the actual services
delivered on a time and materials basis.
2.3 Conversions: Fixed-fee conversions are invoiced 50% upon initial delivery of the converted
Data, by conversion option, and 50% upon Client acceptance to load the converted Data into
Live/Production environment, by conversion option. Where conversions are quoted as
estimated, we will bill you the actual services delivered on a time and materials basis.
2.4 Requested Modifications to the Tyler Software: Requested modifications to the Tyler
Software are invoiced 50% upon delivery of specifications and 50% upon delivery of the
applicable modification. You must report any failure of the modification to conform to the
specifications within thirty (30) days of delivery; otherwise, the modification will be deemed
to be in compliance with the specifications after the 30-day window has passed. You may
still report Defects to us as set forth in this Agreement.
2.5 Other Fixed Price Services: Other fixed price services are invoiced as delivered, at the rates
set forth in the Investment Summary. For the avoidance of doubt, where “Project Planning
Services” are provided, payment will be due upon delivery of the Implementation Planning
document. Dedicated Project Management services, if any, will be billed monthly in arrears,
beginning on the first day of the month immediately following initiation of project planning.
2.6 Web Services: Annual fees for web services are payable in advance, commencing upon the
availability of the service. Your annual fees for the initial term are set forth in the
Attachment 1
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Exhibit B
2
Investment Summary. Upon expiration of the initial term, your annual fees will be at our
then-current rates.
2.7 Annual Services: Unless otherwise indicated in this Exhibit B, fees for annual services are due
annually, in advance, commencing on the availability of the service. Your annual fees for the
initial term are set forth in the Investment Summary. Upon expiration of the initial term,
your annual fees will be at our then-current rates.
3. Third Party Products and Hardware.
3.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when we make it available to you for downloading.
3.2 Third Party Software Maintenance: The first year maintenance fee for the Third Party
Software is invoiced when we make it available to you for downloading. Subsequent annual
maintenance fees for Third Party Software are invoiced annually, in advance, at then-
current rates, upon each anniversary thereof.
3.3 Hardware: Third Party Hardware costs, if any, are invoiced upon delivery.
3.4 Hardware Maintenance: The first year maintenance fee for Hardware is invoiced upon
delivery of the hardware. Subsequent annual maintenance fees for hardware are invoiced
annually, in advance, at then-current rates, upon each anniversary thereof.
3.5 Third Party Services: Fees for Third Party Services, if any, are invoiced as delivered, along
with applicable expenses, at the rates set forth in the Investment Summary. For the
avoidance of doubt, Finite Matters will invoice Client directly for any services fees for
Pattern Stream.
3.6 Third Party SaaS: Third Party SaaS Services fees, if any, are invoiced annually, in advance,
commencing with availability of the respective Third Party SaaS Services. Pricing for the first
year of Third Party SaaS Services is indicated in the Investment Summary. Pricing for
subsequent years will be at the respective third party’s then-current rates.
4. Transaction Fees. Unless paid directly by an end user at the time of transaction, per transaction
(call, message, etc.) fees are invoiced on a quarterly basis. Fees are indicated in the Investment
Summary and may be increased by Tyler upon notice of no less than thirty (30) days.
5. Expenses. The service rates in the Investment Summary do not include travel expenses.
Expenses for Tyler delivered services will be billed as incurred and only in accordance with our
then-current Business Travel Policy, plus a 10% travel agency processing fee. Our current
Business Travel Policy is attached to this Exhibit B as Schedule 1. Copies of receipts will be
provided upon request; we reserve the right to charge you an administrative fee depending on
the extent of your requests. Receipts for miscellaneous items less than twenty-five dollars and
mileage logs are not available.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. We
prefer to receive payments electronically. Our electronic payment information is available by contacting
AR@tylertech.com.
Attachment 1
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Exhibit B
Schedule 1
1
Exhibit B
Schedule 1
Business Travel Policy
1. Air Travel
A. Reservations & Tickets
The Travel Management Company (TMC) used by Tyler will provide an employee with a direct flight
within two hours before or after the requested departure time, assuming that flight does not add
more than three hours to the employee’s total trip duration and the fare is within $100 (each way)
of the lowest logical fare. If a net savings of $200 or more (each way) is possible through a
connecting flight that is within two hours before or after the requested departure time and that
does not add more than three hours to the employee’s total trip duration, the connecting flight
should be accepted.
Employees are encouraged to make advanced reservations to take full advantage of discount
opportunities. Employees should use all reasonable efforts to make travel arrangements at least
two (2) weeks in advance of commitments. A seven (7) day advance booking requirement is
mandatory. When booking less than seven (7) days in advance, management approval will be
required.
Except in the case of international travel where a segment of continuous air travel is six (6) or more
consecutive hours in length, only economy or coach class seating is reimbursable. Employees shall
not be reimbursed for “Basic Economy Fares” because these fares are non-refundable and have
many restrictions that outweigh the cost-savings.
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five (5) days = one (1) checked bag
• Six (6) or more days = two (2) checked bags
Baggage fees for sports equipment are not reimbursable.
Attachment 1
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Exhibit B
Schedule 1
2
2. Ground Transportation
A. Private Automobile
Mileage Allowance – Business use of an employee’s private automobile will be reimbursed at the
current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated
by using the employee's office as the starting and ending point, in compliance with IRS regulations.
Employees who have been designated a home office should calculate miles from their home.
B. Rental Car
Employees are authorized to rent cars only in conjunction with air travel when cost, convenience,
and the specific situation reasonably require their use. When renting a car for Tyler business,
employees should select a “mid-size” or “intermediate” car. “Full” size cars may be rented when
three or more employees are traveling together. Tyler carries leased vehicle coverage for business
car rentals; except for employees traveling to Alaska and internationally (excluding Canada),
additional insurance on the rental agreement should be declined.
C. Public Transportation
Taxi or airport limousine services may be considered when traveling in and around cities or to and
from airports when less expensive means of transportation are unavailable or impractical. The
actual fare plus a reasonable tip (15-18%) are reimbursable. In the case of a free hotel shuttle to the
airport, tips are included in the per diem rates and will not be reimbursed separately.
D. Parking & Tolls
When parking at the airport, employees must use longer term parking areas that are measured in
days as opposed to hours. Park and fly options located near some airports may also be used. For
extended trips that would result in excessive parking charges, public transportation to/from the
airport should be considered. Tolls will be reimbursed when receipts are presented.
3. Lodging
Tyler’s TMC will select hotel chains that are well established, reasonable in price, and conveniently
located in relation to the traveler's work assignment. Typical hotel chains include Courtyard,
Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has a discount rate with a local
hotel, the hotel reservation should note that discount and the employee should confirm the lower
rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be
noted in their travel profiles so that the employee can take advantage of any lower club rates.
“No shows” or cancellation fees are not reimbursable if the employee does not comply with the
hotel’s cancellation policy.
Tips for maids and other hotel staff are included in the per diem rate and are not reimbursed
separately.
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Exhibit B
Schedule 1
3
Employees are not authorized to reserve non-traditional short-term lodging, such as Airbnb, VRBO,
and HomeAway. Employees who elect to make such reservations shall not be reimbursed.
4. Meals and Incidental Expenses
Employee meals and incidental expenses while on travel status within the continental U.S. are in
accordance with the federal per diem rates published by the General Services Administration.
Incidental expenses include tips to maids, hotel staff, and shuttle drivers and other minor travel
expenses. Per diem rates are available at www.gsa.gov/perdiem.
Per diem for Alaska, Hawaii, U.S. protectorates and international destinations are provided
separately by the Department of State and will be determined as required.
A. Overnight Travel
For each full day of travel, all three meals are reimbursable. Per diems on the first and last day of a
trip are governed as set forth below.
Departure Day
Depart before 12:00 noon Lunch and dinner
Depart after 12:00 noon
Return Day
Dinner
Return before 12:00 noon Breakfast
Return between 12:00 noon & 7:00 p.m. Breakfast and lunch
Return after 7:00 p.m.* Breakfast, lunch and dinner
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
The reimbursement rates for individual meals are calculated as a percentage of the full day per diem
as follows:
Breakfast 15%
Lunch 25%
Dinner 60%
B. Same Day Travel
Employees traveling at least 100 miles to a site and returning in the same day are eligible to claim
lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the
event they return home after 7:00 p.m.*
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
Attachment 1
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Exhibit B
Schedule 1
4
5. Internet Access – Hotels and Airports
Employees who travel may need to access their e-mail at night. Many hotels provide free high
speed internet access and Tyler employees are encouraged to use such hotels whenever possible. If
an employee’s hotel charges for internet access it is reimbursable up to $10.00 per day. Charges for
internet access at airports are not reimbursable.
6. International Travel
All international flights with the exception of flights between the U.S. and Canada should be
reserved through TMC using the “lowest practical coach fare” with the exception of flights that are
six (6) or more consecutive hours in length. In such event, the next available seating class above
coach shall be reimbursed.
When required to travel internationally for business, employees shall be reimbursed for photo fees,
application fees, and execution fees when obtaining a new passport book, but fees related to
passport renewals are not reimbursable. Visa application and legal fees, entry taxes and departure
taxes are reimbursable.
The cost of vaccinations that are either required for travel to specific countries or suggested by the
U.S. Department of Health & Human Services for travel to specific countries, is reimbursable.
Section 4, Meals & Incidental Expenses, and Section 2.b., Rental Car, shall apply to this section.
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Exhibit C
1
Exhibit C
SERVICE LEVEL AGREEMENT
I. Agreement Overview
This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement. It
outlines the information technology service levels that we will provide to you to ensure the availability of
the application services that you have requested us to provide. All other support services are documented
in the Support Call Process. This SLA does not apply to any Third Party SaaS Services. All other support
services are documented in the Support Call Process.
II. Definitions. Except as defined below, all defined terms have the meaning set forth in the
Agreement.
Actual Attainment: The percentage of time the Tyler Software is available during a calendar month,
calculated as follows: (Service Availability – Downtime) ÷ Service Availability.
Client Error Incident: Any service unavailability resulting from your applications, content or equipment, or
the acts or omissions of any of your service users or third-party providers over whom we exercise no
control.
Downtime: Those minutes during Service Availability, as defined below, when all users cannot launch,
login, search or save primary data in the Tyler Software. Downtime does not include those instances in
which only a Defect is present.
Emergency Maintenance Window: (1) maintenance that is required to patch a critical security
vulnerability; (2) maintenance that is required to prevent an imminent outage of Service Availability; or
(3) maintenance that is mutually agreed upon in writing by Tyler and the Client.
Planned Downtime: Downtime that occurs during a Standard or Emergency Maintenance window.
Service Availability: The total number of minutes in a calendar month that the Tyler Software is capable
of receiving, processing, and responding to requests, excluding Planned Downtime, Client Error Incidents,
denial of service attacks and Force Majeure. Service Availability only applies to Tyler Software being used
in the live production environment.
Standard Maintenance: Routine maintenance to the Tyler Software and infrastructure. Standard
Maintenance is limited to five (5) hours per week.
III. Service Availability
a. Your Responsibilities
Whenever you experience Downtime, you must make a support call according to the procedures outlined
in the Support Call Process. You will receive a support case number.
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Exhibit C
2
b. Our Responsibilities
When our support team receives a call from you that Downtime has occurred or is occurring, we will work
with you to identify the cause of the Downtime (including whether it may be the result of Planned
Downtime, a Client Error Incident, denial of service attack or Force Majeure). We will also work with you
to resume normal operations.
c. Client Relief
Our targeted Attainment Goal is 100%. You may be entitled to credits as indicated in the Client Relief
Schedule found below. Your relief credit is calculated as a percentage of the SaaS Fees paid for the
calendar month.
In order to receive relief credits, you must submit a request through one of the channels listed in our
Support Call Process within fifteen days (15) of the end of the applicable month. We will respond to your
relief request within thirty (30) day(s) of receipt.
The total credits confirmed by us will be applied to the SaaS Fee for the next billing cycle. Issuing of such
credit does not relieve us of our obligations under the Agreement to correct the problem which created
the service interruption.
Credits are only payable when Actual Attainment results in eligibility for credits in consecutive months
and only for such consecutive months.
Client Relief Schedule
Actual Attainment Client Relief
99.99% - 99.70% Remedial action will be taken
99.69% - 98.50% 2% of SaaS Fees paid for applicable month
98.49% - 97.50% 4% of SaaS Fees paid for applicable month
97.49% - 96.50% 6% of SaaS Fees paid for applicable month
96.49% - 95.50% 8% of SaaS Fees paid for applicable month
Below 95.50% 10% of SaaS Fees paid for applicable month
* Notwithstanding language in the Agreement to the contrary, Recovery Point Objective is one (1) hour.
IV. Maintenance Notifications
We perform Standard Maintenance during limited windows that are historically known to be reliably
low-traffic times. If and when maintenance is predicted to occur during periods of higher traffic, we will
provide advance notice of those windows and will coordinate to the greatest extent possible with you.
Not all maintenance activities will cause application unavailability. However, if Tyler anticipates that
activities during a Standard or Emergency Maintenance window may make the Tyler Software
unavailable, we will provide advance notice, as reasonably practicable, that the Tyler Software will be
unavailable during the maintenance window.
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Exhibit C
Schedule 1
1
Exhibit C
Schedule 1
Support Call Process
Support Channels
Tyler Technologies, Inc. provides the following channels of software support for authorized users*:
(1) On-line submission (portal) – for less urgent and functionality-based questions, users may create
support incidents through the Tyler Customer Portal available at the Tyler Technologies website.
A built-in Answer Panel provides users with resolutions to most “how-to” and configuration-
based questions through a simplified search interface with machine learning, potentially
eliminating the need to submit the support case.
(2) Email – for less urgent situations, users may submit emails directly to the software support
group.
(3) Telephone – for urgent or complex questions, users receive toll-free, telephone software
support.
* Channel availability may be limited for certain applications.
Support Resources
A number of additional resources are available to provide a comprehensive and complete support
experience:
(1) Tyler Website – www.tylertech.com – for accessing client tools, documentation, and other
information including support contact information.
(2) Tyler Search -a knowledge based search engine that lets you search multiple sources
simultaneously to find the answers you need, 24x7.
(3) Tyler Community –provides a venue for all Tyler clients with current maintenance agreements to
collaborate with one another, share best practices and resources, and access documentation.
(4) Tyler University – online training courses on Tyler products.
Support Availability
Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday –
Friday) across four US time zones (Pacific, Mountain, Central and Eastern). Tyler’s holiday schedule is
outlined below. There will be no support coverage on these days.
New Year’s Day Labor Day
Martin Luther King, Jr. Day Thanksgiving Day
Memorial Day Day after Thanksgiving
Independence Day Christmas Day
For support teams that provide after-hours service, we will provide you with procedures for contacting
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Exhibit C
Schedule 1
2
support staff after normal business hours for reporting Priority Level 1 Defects only. Upon receipt of
such a Defect notification, we will use commercially reasonable efforts to meet the resolution targets
set forth below.
We will also make commercially reasonable efforts to be available for one pre-scheduled Saturday of
each month to assist your IT staff with applying patches and release upgrades, as well as consulting with
them on server maintenance and configuration of the Tyler Software environment.
Incident Handling
Incident Tracking
Every support incident is logged into Tyler’s Customer Relationship Management System and given a
unique case number. This system tracks the history of each incident. The case number is used to track
and reference open issues when clients contact support. Clients may track incidents, using the case
number, through Tyler’s Customer Portal or by calling software support directly.
Incident Priority
Each incident is assigned a priority level, which corresponds to the Client’s needs. Tyler and the Client
will reasonably set the priority of the incident per the chart below. This chart is not intended to address
every type of support incident, and certain “characteristics” may or may not apply depending on
whether the Tyler software has been deployed on customer infrastructure or the Tyler cloud. The goal is
to help guide the Client towards clearly understanding and communicating the importance of the issue
and to describe generally expected response and resolution targets in the production environment only.
References to a “confirmed support incident” mean that Tyler and the Client have successfully validated
the reported Defect/support incident.
Priority
Level Characteristics of Support Incident Resolution Targets*
1
Critical
Support incident that causes (a)
complete application failure or
application unavailability; (b)
application failure or unavailability in
one or more of the client’s remote
location; or (c) systemic loss of
multiple essential system functions.
Tyler shall provide an initial response to Priority Level
1 incidents within one (1) business hour of receipt of
the incident. Once the incident has been confirmed,
Tyler shall use commercially reasonable efforts to
resolve such support incidents or provide a
circumvention procedure within one (1) business
day. For non-hosted customers, Tyler’s responsibility
for lost or corrupted data is limited to assisting the
Client in restoring its last available database.
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Exhibit C
Schedule 1
3
Priority
Level Characteristics of Support Incident Resolution Targets*
2
High
Support incident that causes (a)
repeated, consistent failure of
essential functionality affecting more
than one user or (b) loss or corruption
of data.
Tyler shall provide an initial response to Priority Level
2 incidents within four (4) business hours of receipt of
the incident. Once the incident has been confirmed,
Tyler shall use commercially reasonable efforts to
resolve such support incidents or provide a
circumvention procedure within ten (10) business
days. For non-hosted customers, Tyler’s
responsibility for loss or corrupted data is limited to
assisting the Client in restoring its last available
database.
3
Medium
Priority Level 1 incident with an
existing circumvention procedure, or
a Priority Level 2 incident that affects
only one user or for which there is an
existing circumvention procedure.
Tyler shall provide an initial response to Priority Level
3 incidents within one (1) business day of receipt of
the incident. Once the incident has been confirmed,
Tyler shall use commercially reasonable efforts to
resolve such support incidents without the need for a
circumvention procedure with the next published
maintenance update or service pack, which shall
occur at least quarterly. For non-hosted customers,
Tyler’s responsibility for lost or corrupted data is
limited to assisting the Client in restoring its last
available database.
4
Non-
critical
Support incident that causes failure of
non-essential functionality or a
cosmetic or other issue that does not
qualify as any other Priority Level.
Tyler shall provide an initial response to Priority Level
4 incidents within two (2) business days of receipt of
the incident. Once the incident has been confirmed,
Tyler shall use commercially reasonable efforts to
resolve such support incidents, as well as cosmetic
issues, with a future version release.
*Response and Resolution Targets may differ by product or business need
Incident Escalation
If Tyler is unable to resolve any priority level 1 or 2 defect as listed above or the priority of an issue has
elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each
product support team. The corresponding resource will meet with you and any Tyler staff to establish a
mutually agreeable plan for addressing the defect.
Remote Support Tool
Some support calls may require further analysis of the Client’s database, processes or setup to diagnose
a problem or to assist with a question. Tyler will, at its discretion, use an industry-standard remote
support tool. Tyler’s support team must have the ability to quickly connect to the Client’s system and
view the site’s setup, diagnose problems, or assist with screen navigation. More information about the
remote support tool Tyler uses is available upon request.
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Exhibit D
1
Exhibit D
Third Party Terms
INTENTIONALLY LEFT BLANK
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Exhibit E
1
Exhibit E
Statement of Work
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
Attachment 1
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City of Springfield
SOW from Tyler Technologies, Inc.
4/17/2024
Presented to:
Charles Kent
230 4th Street
Springfield, OR 97477
Contact:
Britney Roper
Email: Britney.Roper@TylerTech.com
2530 Sever Road NW, Lawrenceville, GA 30043
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City of Springfield
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Table of Contents
PART 1: EXECUTIVE SUMMARY ............................................................................................................... 1
Project Overview ............................................................................................................................. 1
Introduction ........................................................................................................................................ 1
Project Goals ....................................................................................................................................... 1
Methodology ....................................................................................................................................... 1
PART 2: PROJECT FOUNDATION ............................................................................................................. 3
Project Governance ......................................................................................................................... 3
Project Scope Control ...................................................................................................................... 4
Managing Scope and Project Change ................................................................................................. 4
Change Control ................................................................................................................................... 4
Change Request Management ............................................................................................................ 4
Acceptance Process ......................................................................................................................... 6
Roles and Responsibilities ................................................................................................................ 6
Tyler Roles & Responsibilities ............................................................................................................. 6
Tyler Executive Manager ............................................................................................................. 7
Tyler Implementation Manager .................................................................................................. 7
Tyler Project Manager ................................................................................................................. 7
Tyler Implementation Consultant ............................................................................................... 8
Tyler Sales ................................................................................................................................... 8
Tyler Technical Services .............................................................................................................. 8
City of Springfield Roles & Responsibilities ......................................................................................... 9
City of Springfield Executive Sponsor ......................................................................................... 9
City of Springfield Steering Committee ....................................................................................... 9
City of Springfield Project Manager .......................................................................................... 10
City of Springfield Functional Leads .......................................................................................... 11
City of Springfield Power Users ................................................................................................. 11
City of Springfield End Users ..................................................................................................... 12
City of Springfield Technical Lead ............................................................................................. 12
City of Springfield Change Management Lead .......................................................................... 13
PART 3: PROJECT PLAN ........................................................................................................................... 14
Project Stages ................................................................................................................................. 14
Initiate and Plan ................................................................................................................................ 15
Initial Coordination ................................................................................................................... 15
Project/Phase Planning ............................................................................................................. 16
Infrastructure Planning ............................................................................................................. 17
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Stakeholder Meeting ................................................................................................................. 18
GIS Preparation ......................................................................................................................... 19
Control Point 1: Initiate & Plan Stage Acceptance .................................................................... 20
Assess & Define ................................................................................................................................. 21
Solution Orientation.................................................................................................................. 21
Current & Future State Analysis ................................................................................................ 21
Conversion Assessment ............................................................................................................ 23
This work package is not applicable. ......................................................................................... 24
This work package is not applicable. ......................................................................................... 24
Control Point 2: Assess & Define Stage Acceptance ................................................................. 24
Prepare Solution ............................................................................................................................... 24
Initial System Deployment ........................................................................................................ 24
Configuration ............................................................................................................................ 25
Process Refinement .................................................................................................................. 26
Conversion Delivery .................................................................................................................. 28
This work package is not applicable. ......................................................................................... 29
This work package is not applicable. ......................................................................................... 29
Control Point 3: Prepare Solution Stage Acceptance ................................................................ 29
Production Readiness ....................................................................................................................... 30
Solution Validation .................................................................................................................... 30
Go-Live Readiness ..................................................................................................................... 31
End User Training ...................................................................................................................... 32
Control Point 4: Production Readiness Stage Acceptance ........................................................ 33
Production ......................................................................................................................................... 33
Go-Live ...................................................................................................................................... 33
Transition to Client Services ...................................................................................................... 35
Post Go-Live Activities ............................................................................................................... 36
Control Point 5: Production Stage Acceptance ......................................................................... 37
Close .................................................................................................................................................. 37
Phase Closeout .......................................................................................................................... 37
Project Closeout ........................................................................................................................ 38
Control Point 6: Close Stage Acceptance .................................................................................. 39
General Assumptions ...................................................................................................................... 39
Project ............................................................................................................................................... 39
Organizational Change Management ............................................................................................... 40
Resources and Scheduling ................................................................................................................ 40
Data ................................................................................................................................................... 41
Facilities............................................................................................................................................. 41
Glossary ......................................................................................................................................... 42
PART 4: APPENDICES ............................................................................................................................... 45
Conversion ..................................................................................................................................... 45
Data Conversion Process for Enterprise Permitting & Licensing Enterprise Server ......................... 45
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Overview ................................................................................................................................... 45
Modularized Design .................................................................................................................. 45
Required Fields .......................................................................................................................... 45
Custom Fields (any fields not available in the master table for the module in question) ........ 45
Gap Handling (where legacy data doesn’t fit anywhere within EG_Template) ........................ 46
Contacts .................................................................................................................................... 46
Multiple Legacy Data Sources ................................................................................................... 46
Overall Architecture of Conversion ........................................................................................... 46
Progression of Conversion Development Process .................................................................... 48
Progression of Final Conversion Cutover Process (Go-Live) ..................................................... 49
Data Import Areas ..................................................................................................................... 49
Additional Appendices ................................................................................................................ 52
This work package is not applicable.................................................................................................. 52
Project Timeline .......................................................................................................................... 53
Enterprise Permitting & Licensing 16 Month Timeline ..................................................................... 53
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City of Springfield
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Part 1: Executive Summary
Project Overview
Introduction
Tyler Technologies (“Tyler”) is the largest and most established provider of integrated software and
technology services focused solely on the public sector. Tyler’s end-to-end solutions empower public sector
entities including local, state, provincial and federal government, to operate more efficiently and connect
more transparently with their constituents and with each other. By connecting data and processes across
disparate systems, Tyler’s solutions transform how clients gain actionable insights that so lve problems in their
communities.
Project Goals
This Statement of Work (“SOW”) documents the methodology, implementation stages, activities, and roles
and responsibilities, and project scope listed in the Investment Summary of the Agreement between Tyler
and the City of Springfield (collectively the “Project”).
The overall goals of the project are to:
▪ Successfully implement the contracted scope on time and on budget
▪ Increase operational efficiencies and empower users to be more productive
▪ Improve accessibility and responsiveness to external and internal customer needs
▪ Overcome current challenges and meet future goals
▪ Providing a single, comprehensive, and integrated solution to manage business functions
▪ Provide a user-friendly user interface to promote system use and productivity
▪ Streamline business processes through automation, integration, and workflows
▪ Eliminate redundant data entry
Methodology
This is accomplished by the City of Springfield and Tyler working as a partnership and Tyler utilizing its depth
of implementation experience. While each Project is unique, all will follow Tyler’s six -stage methodology.
Each of the six stages is comprised of multiple work packages, and each work package includes a narrative
description, objectives, tasks, inputs, outputs/deliverables, assumptions, and a responsibility matrix.
Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to scope, budget, timeline controls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently across
Phases, and is scaled to meet the City of Springfield’s complexity and organizational needs.
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The methodology adapts to both single-phase and multiple-phase projects.
To achieve Project success, it is imperative that both the City of Springfield and Tyler commit to including the
necessary leadership and governance. During each stage of the Project, it is expected that the City of
Springfield and Tyler Project teams work collaboratively to complete tasks. An underlying principle of Tyler’s
Implementation process is to employ an iterative model where the City of Springfield’s business processes are
assessed, configured, validated, and refined cyclically in line with the project budget. This approach is used in
multiple stages and work packages as illustrated in the graphic below.
The delivery approach is systematic, which reduces variability and mitigates risks to ensure Project success. As
illustrated, some stages, along with work packages and tasks, are intended to be overlapping by nature to
complete the Project efficiently and effectively.
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Part 2: Project Foundation
Project Governance
Project governance is the management framework within which Project decisions are made. The role of
Project governance is to provide a decision-making approach that is logical, robust, and repeatable. This
allows organizations to have a structured approach for conducting its daily business in addition to project
related activities.
This section outlines the resources required to meet the business needs, objectives, and priorities for the
Project, communicate the goals to other Project participants, and provide support and guidance to
accomplish these goals. Project governance defines the structure for escalation of issues and risks, Change
Control review and authority, and Organizational Change Management activities. Throughout the Statement
of Work Tyler has provided RACI Matrices for activities to be completed throughout the implementation
which will further outline responsibilities of different roles in each stage. Further refinement of the
governance structure, related processes, and specific roles and responsibilities occurs during the Initiate &
Plan Stage.
The chart below illustrates an overall team perspective where Tyler and the City of Springfield collaborate to
resolve Project challenges according to defined escalation paths. If project managers do not possess authority
to determine a solution, resolve an issue, or mitigate a risk, Tyler implementation management and the City
of Springfield Steering Committee become the escalation points to triage responses prior to escalation to the
City of Springfield and Tyler executive sponsors. As part of the escalation process, each Project governance
tier presents recommendations and supporting information to facilitate knowledge transfer and issue
resolution. The City of Springfield and Tyler executive sponsors serve as the final escalation point.
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Project Scope Control
Managing Scope and Project Change
Project Management governance principles contend that there are three connected constraints on a Project:
budget, timeline, and scope. These constraints, known as the “triple constraints” or project management
triangle, define budget in terms of financial cost, labor costs, and other resource costs. Scope is defined as the
work performed to deliver a product, service or result with the specified features and functions, while time is
simply defined as the schedule. The Triple Constraint theory states that if you change one side of the triangle,
the other two sides must be correspondingly adjusted. For example, if the scope of the Project is increased,
cost and time to complete will also need to increase. The Project and executive teams will need to remain
cognizant of these constraints when making impactful decisions to the Project. A simple illustration of this
triangle is included here, showing the connection of each item and their relational impact to the overall
Scope.
A pillar of any successful project is the ability to properly manage scope while allowing the appropriate level
of flexibility to incorporate approved changes. Scope and changes within the project will be managed using
the change control process outlined in the following section.
Change Control
It may become necessary to change the scope of this Project due to unforeseeable circumstances (e.g., new
constraints or opportunities are discovered). This Project is being undertaken with the understanding that
Project scope, schedule, and/or cost may need to change to produce optimal results for stakeholders.
Changes to contractual requirements will follow the change control process specified in the final contract,
and as described below.
Change Request Management
Should the need for a change to Project scope, schedule, and/or cost be identified during the Project, the
change will be brought to the attention of the Steering Committee and an assessment of the change will
occur. While such changes may result in additional costs and delays relative to the schedule, some changes
may result in less cost to the City of Springfield; for example, the City of Springfield may decide it no longer
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needs a deliverable originally defined in the Project. The Change Request will include the following
information:
▪ The nature of the change.
▪ A good faith estimate of the additional cost or associated savings to the City of Springfield, if any.
▪ The timetable for implementing the change.
▪ The effect on and/or risk to the schedule, resource needs or resource responsibilities.
The City of Springfield will use its good faith efforts to either approve or disapprove any Change Request
within ten (10) Business Days (or other period as mutually agreeable between Tyler and the City of
Springfield). Any changes to the Project scope, budget, or timeline must be documented and approved in
writing using a Change Request form. These changes constitute a formal amendment to the Statement of
Work and will supersede any conflicting term in the Statement of Work.
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Acceptance Process
The implementation of a Project involves many decisions to be made throughout its lifecycle. Decisions will
vary from higher level strategy decisions to smaller, detailed Project level decisions. It is critical to the success
of the Project that each City of Springfield office or department designates specific individuals for making
decisions on behalf of their offices or departments.
Both Tyler and the City of Springfield will identify representative project managers. These individuals will
represent the interests of all stakeholders and serve as the primary contacts between the two organizations.
The coordination of gaining City of Springfield feedback and approval on Project deliverables will be critical to
the success of the Project. The City of Springfield project manager will strive to gain deliverable and decision
approvals from all authorized City of Springfield representatives. Given that the designated decision-maker
for each department may not always be available, there must be a designated proxy for each decision point in
the Project. Assignment of each proxy will be the responsibility of the leadership from each City of Springfield
department. The proxies will be named individuals that have the authorization to make decisions on behalf of
their department.
The following process will be used for accepting Deliverables and Control Points:
▪ The City of Springfield shall have five (5) business days from the date of delivery, or as otherwise
mutually agreed upon by the parties in writing, to accept each Deliverable or Control Point. If the City
of Springfield does not provide acceptance or acknowledgement within five (5) business days, or the
otherwise agreed upon timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or
Control Point as accepted.
▪ If the City of Springfield does not agree the Deliverable or Control Point meets requirements, the City
of Springfield shall notify Tyler project manager(s), in writing, with reasoning within five (5) business
days, or the otherwise agreed-upon timeframe, not to be unreasonably withheld, of receipt of the
Deliverable.
▪ Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. The City of
Springfield shall then have two (2) business days from receipt of the redelivered Deliverable or
Control Point to accept or again submit written notification of reasons for rejecting the milestone. If
the City of Springfield does not provide acceptance within two (2) business days, or the otherwise
agreed upon timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or Control
Point as accepted.
Roles and Responsibilities
The following defines the roles and responsibilities of each Project resource for the City of Springfield and
Tyler. Roles and responsibilities may not follow the organizational chart or position descriptions at the City of
Springfield, but are roles defined within the Project. It is common for individual resources on both the Tyler
and City of Springfield project teams to fill multiple roles. Similarly, it is common for some roles to be filled by
multiple people.
Tyler Roles & Responsibilities
Tyler assigns a project manager prior to the start of each Phase of the Project (some Projects may only be one
Phase in duration). Additional Tyler resources are assigned as the schedule develops and as needs arise.
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Tyler Executive Manager
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation
process. This team member offers additional support to the Project team and collaborates with other Tyler
department managers as needed to escalate and facilitate implementation Project tasks and decisions.
▪ Provides clear direction for Tyler staff on executing on the Project Deliverables to align with satisfying
the City of Springfield ’s overall organizational strategy.
▪ Authorizes required Project resources.
▪ Resolves all decisions and/or issues not resolved at the implementation management level as part of
the escalation process.
▪ Acts as the counterpart to the City of Springfield ’s executive sponsor.
Tyler Implementation Manager
▪ Tyler implementation management has indirect involvement with the Project and is part of the Tyler
escalation process. The Tyler project managers consult implementation management on issues and
outstanding decisions critical to the Project. Implementation management works toward a solution
with the Tyler Project Manager or with City of Springfield management as appropriate. Tyler
executive management is the escalation point for any issues not resolved at this level.
▪ Assigns Tyler Project personnel.
▪ Provides support for the Project team.
▪ Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources.
▪ Monitors Project progress including progress towards agreed upon goals and objectives.
Tyler Project Manager
▪ The Tyler project manager(s) provides oversight of the Project, coordination of Tyler resources
between departments, management of the Project budget and schedule, effective risk, and issue
management, and is the primary point of contact for all Project related items. As requested by the
City of Springfield, the Tyler Project Manager provides regular updates to the City of Springfield
Steering Committee and other Tyler governance members. Tyler Project Manager’s role includes
responsibilities in the following areas:
Contract Management
▪ Validates contract compliance throughout the Project.
▪ Ensures Deliverables meet contract requirements.
▪ Acts as primary point of contact for all contract and invoicing questions.
▪ Prepares and presents contract milestone sign-offs for acceptance by the City of Springfield project
manager(s).
▪ Coordinates Change Requests, if needed, to ensure proper Scope and budgetary compliance.
Planning
▪ Delivers project planning documents.
▪ Defines Project tasks and resource requirements.
▪ Develops initial Project schedule and Project Management Plan.
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▪ Collaborates with the City of Springfield project manager(s) to plan and schedule Project timelines to
achieve on-time implementation.
Implementation Management
▪ Tightly manages Scope and budget of Project to ensure Scope changes and budget planned versus
actual are transparent and handled effectively and efficiently.
▪ Establishes and manages a schedule and Tyler resources that properly support the Project Schedule
and are also in balance with Scope/budget.
▪ Establishes risk/issue tracking/reporting process between the City of Springfield and Tyler and takes
all necessary steps to proactively mitigate these items or communicate with transparency to the City
of Springfield any items that may impact the outcomes of the Project.
▪ Collaborates with the City of Springfield ’s project manager(s) to establish key business drivers and
success indicators that will help to govern Project activities and key decisions to ensure a quality
outcome of the project.
▪ Collaborates with the City of Springfield ’s project manager(s) to set a routine communication plan
that will aide all Project team members, of both the City of Springfield and Tyler, in understanding the
goals, objectives, status, and health of the Project.
Resource Management
▪ Acts as liaison between Project team and Tyler manager(s).
▪ Identifies and coordinates all Tyler resources across all applications, Phases, and activities including
development, forms, installation, reports, implementation, and billing.
▪ Provides direction and support to Project team.
▪ Manages the appropriate assignment and timely completion of tasks as defined in the Project
Schedule, task list, and Go-Live Checklist.
▪ Assesses team performance and adjusts as necessary.
▪ Consulted on in Scope 3rd party providers to align activities with ongoing Project tasks.
Tyler Implementation Consultant
▪ Completes tasks as assigned by the Tyler project manager(s).
▪ Documents activities for services performed by Tyler.
▪ Guides the City of Springfield through software validation process following configuration.
▪ Assists during Go-Live process and provides support until the City of Springfield transitions to Client
Services.
▪ Facilitates training sessions and discussions with the City of Springfield and Tyler staff to ensure
adequate discussion of the appropriate agenda topics during the allotted time.
▪ May provide conversion review and error resolution assistance.
Tyler Sales
▪ Supports Sales to Implementation knowledge transfer during Initiate & Plan.
▪ Provides historical information, as needed, throughout implementation.
▪ Participates in pricing activities if additional licensing and/or services are needed.
Tyler Technical Services
▪ Maintains Tyler infrastructure requirements and design document(s).
▪ Involved in system infrastructure planning/review(s).
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▪ Provides first installation of licensed software with initial database on servers.
▪ Supports and assists the project team with technical/environmental issues/needs.
▪ Deploys Tyler products.
▪ Conducts GIS Planning.
▪ Reviews GIS data and provides feedback to the City of Springfield.
▪ Loads City of Springfield provided GIS data into the system.
City of Springfield Roles & Responsibilities
City of Springfield resources will be assigned prior to the start of each Phase of the Project. One person may
be assigned to multiple Project roles.
City of Springfield Executive Sponsor
The City of Springfield executive sponsor provides support to the Project by providing strategic direction and
communicating key issues about the Project and its overall importance to the organization. When called
upon, the executive sponsor also acts as the final authority on all escalated Project issues. The executive
sponsor engages in the Project, as needed, to provide necessary support, oversight, guidance, and escalation,
but does not participate in day-to-day Project activities. The executive sponsor empowers the City of
Springfield steering committee, project manager(s), and functional leads to make critical business decisions
for the City of Springfield.
▪ Champions the project at the executive level to secure buy-in.
▪ Authorizes required project resources.
▪ Actively participates in organizational change communications.
City of Springfield Steering Committee
The City of Springfield steering committee understands and supports the cultural change necessary for the
Project and fosters an appreciation for the Project’s value throughout the organization. The steering
committee oversees the City of Springfield project manager and Project through participation in regular
internal meetings. The City of Springfield steering committee remains updated on all Project progress, Project
decisions, and achievement of Project milestones. The City of Springfield steering committee also serves as
primary level of issue resolution for the Project.
▪ Works to resolve all decisions and/or issues not resolved at the project manager level as part of the
escalation process.
▪ Attends all scheduled steering committee meetings.
▪ Provides support for the project team.
▪ Assists with communicating key project messages throughout the organization.
▪ Prioritizes the project within the organization.
▪ Ensures the project staffed appropriately and that staff have necessary resources.
▪ Monitors project progress including progress towards agreed upon goals and objectives.
▪ Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o Project Goals
o City of Springfield Policies
o Needs of other client projects
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City of Springfield Project Manager
The City of Springfield shall assign project manager(s) prior to the start of this project with overall
responsibility and authority to make decisions related to Project Scope, scheduling, and task assignment. The
City of Springfield Project Manager should communicate decisions and commitments to the Tyler project
manager(s) in a timely and efficient manner. When the City of Springfield project manager(s) do not have the
knowledge or authority to make decisions, he or she engages the necessary resources to participate in
discussions and make decisions in a timely fashion to avoid Project delays. The City of Springfield project
manager(s) are responsible for reporting to the City of Springfield steering committee and determining
appropriate escalation points.
Contract Management
▪ Validates contract compliance throughout the project.
▪ Ensures that invoicing and Deliverables meet contract requirements.
▪ Acts as primary point of contact for all contract and invoicing questions. Collaborates on and
approves Change Requests, if needed, to ensure proper scope and budgetary compliance.
Planning
▪ Reviews and accepts project planning documents.
▪ Defines project tasks and resource requirements for the City of Springfield project team.
▪ Collaborates in the development and approval of the project schedule.
▪ Collaborates with Tyler project manager(s) to plan and schedule project timelines to achieve on-time
implementation.
Implementation Management
▪ Tightly manages project budget and scope.
▪ Collaborates with Tyler project manager(s) to establish a process and approval matrix to ensure that
scope changes and budget (planned versus actual) are transparent and handled effectively and
efficiently.
▪ Collaborates with Tyler project manager to establish and manage a schedule and resource plan that
properly supports the project schedule as a whole and is also in balance with scope and budget.
▪ Collaborates with Tyler project manager(s) to establish risk and issue tracking and reporting process
between the City of Springfield and Tyler and takes all necessary steps to proactively mitigate these
items or communicate with transparency to Tyler any items that may impact the outcomes of the
project.
▪ Collaborates with Tyler project manager(s) to establish key business drivers and success indicators
that will help to govern project activities and key decisions to ensure a quality outcome of the project.
▪ Routinely communicates with both the City of Springfield staff and Tyler, aiding in the understanding
of goals, objectives, current status, and health of the project by all team members.
▪ Manages the requirements gathering process and ensure timely and quality business requirements
are being provided to Tyler.
Resource Management
▪ Acts as liaison between project team and stakeholders.
▪ Identifies and coordinates all City of Springfield resources across all modules, phases, and activities
including data conversions, forms design, hardware and software installation, reports building, and
satisfying invoices.
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▪ Provides direction and support to project team.
▪ Builds partnerships among the various stakeholders, negotiating authority to move the project
forward.
▪ Manages the appropriate assignment and timely completion of tasks as defined.
▪ Assesses team performance and takes corrective action, if needed.
▪ Provides guidance to City of Springfield technical teams to ensure appropriate response and
collaboration with Tyler Technical Support Teams to ensure timely response and appropriate
resolution.
▪ Owns the relationship with in-Scope 3rd party providers and aligns activities with ongoing project
tasks.
▪ Ensures that users have appropriate access to Tyler project toolsets as required.
▪ Conducts training on proper use of toolsets.
▪ Validates completion of required assignments using toolsets.
City of Springfield Functional Leads
▪ Makes business process change decisions under time sensitive conditions.
▪ Communicates existing business processes and procedures to Tyler consultants.
▪ Assists in identifying business process changes that may require escalation.
▪ Contributes business process expertise for Current & Future State Analysis.
▪ Identifies and includes additional subject matter experts to participate in Current & Future State
Analysis.
▪ Validates that necessary skills have been retained by end users.
▪ Provides End Users with dedicated time to complete required homework tasks.
▪ Acts as an ambassador/champion of change for the new process and provide business process
change support.
▪ Identifies and communicates any additional training needs or scheduling conflicts to the City of
Springfield project manager.
▪ Actively participates in all aspects of the implementation, including, but not limited to, the following
key activities:
o Task completion
o Stakeholder Meeting
o Project Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of City of Springfield resources
o Attendance at scheduled sessions
o Change management activities
o Modification specification, demonstrations, testing and approval assistance
o Data analysis assistance
o Decentralized end user training
o Process testing
o Solution Validation
City of Springfield Power Users
▪ Participate in project activities as required by the project team and project manager(s).
▪ Provide subject matter expertise on the City of Springfield business processes and requirements.
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▪ Act as subject matter experts and attend Current & Future State Analysis sessions as needed.
▪ Attend all scheduled training sessions.
▪ Participate in all required post-training processes as needed throughout project.
▪ Test all application configuration to ensure it satisfies business process requirements.
▪ Become application experts.
▪ Participate in Solution Validation.
▪ Adopt and support changed procedures.
▪ Complete all deliverables by the due dates defined in the project schedule.
▪ Demonstrate competency with Tyler products processing prior to Go-live.
▪ Provide knowledge transfer to the City of Springfield staff during and after implementation.
▪ Participate in conversion review and validation.
City of Springfield End Users
▪ Attend all scheduled training sessions.
▪ Become proficient in application functions related to job duties.
▪ Adopt and utilize changed procedures.
▪ Complete all deliverables by the due dates defined in the project schedule.
▪ Utilize software to perform job functions at and beyond Go-live.
City of Springfield Technical Lead
▪ Coordinates updates and releases with Tyler as needed.
▪ Coordinates the copying of source databases to training/testing databases as needed for training
days.
▪ Coordinates and adds new users, printers and other peripherals as needed.
▪ Validates that all users understand log-on process and have necessary permission for all training
sessions.
▪ Coordinates interface development for City of Springfield third party interfaces.
▪ Develops or assists in creating reports as needed.
▪ Ensures on-site system meets specifications provided by Tyler.
▪ Assists with software installation as needed.
▪ Extracts and transmits conversion data and control reports from the City of Springfield’s legacy
system per the conversion schedule set forth in the project schedule.
City of Springfield GIS
▪ Participates in GIS planning activities.
▪ Responsible for management and maintenance of City of Springfield GIS infrastructure and data.
▪ Ensures GIS data/service endpoints are in alignment with Tyler software requirements.
▪ Provides Tyler implementation team with GIS data/service access information.
City of Springfield Upgrade Coordination
▪ Becomes familiar with the software upgrade process and required steps.
▪ Becomes familiar with Tyler’s releases and updates.
▪ Utilizes Tyler resources to stay abreast of the latest Tyler releases and updates, as well as the latest
helpful tools to manage the City of Springfield’s software upgrade process.
▪ Assists with the software upgrade process during implementation.
▪ Manages software upgrade activities post-implementation.
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▪ Manages software upgrade plan activities.
▪ Coordinates software upgrade plan activities with City of Springfield and Tyler resources.
▪ Communicates changes affecting users and department stakeholders.
▪ Obtains department stakeholder acceptance to upgrade production environment.
City of Springfield Change Management Lead
▪ Validates that users receive timely and thorough communication regarding process changes.
▪ Provides coaching to supervisors to prepare them to support users through the project changes.
▪ Identifies the impact areas resulting from project activities and develops a plan to address them
proactively.
▪ Identifies areas of resistance and develops a plan to reinforce the change.
▪ Monitors post-production performance and new process adherence.
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Part 3: Project Plan
Project Stages
Work Breakdown Structure
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down into
smaller, more manageable components. The top-level components are called “Stages” and the second level
components are called “Work Packages”. The work packages, shown below each stage, contain the high-level
work to be done. The detailed Project Schedule, developed during Project/Phase Planning and finalized during
subsequent stages, lists the tasks to be completed within each work package. Each stage ends with a “Control
Point”, confirming the work performed during that stage of the Project has been accepted by the City of
Springfield.
Work Breakdown Structure (WBS)
1. Initiate &
Plan
2. Assess &
Define
3. Prepare
Solution
4. Production
Readiness 5. Production 6. Close
1.1 Initial
Coordination
2.1 Solution
Orientation
3.1 Initial System
Deployment
4.1 Solution
Validation
5.1 Go Live
6.1 Phase Close
Out
1.2 Project/Phase
Planning
2.2 Current & Future
State Analysis
3.2 Configuration
4.2 Go Live
Readiness
5.2 Transition to
Client Services
6.2 Project Close
Out
1.3 GIS Planning*
2.3 Modification
Analysis
3.3 Process
Refinement
4.3 End User
Training
5.3 Post Go Live
Activities
1.4 Infrastructure
Planning
2.4 Conversion
Assessment
3.4 Conversion
Delivery
1.5 Stakeholder
Meeting
2.5 Data Assessment
3.5 Data Delivery
3.6 Modifications*
*Items noted with an asterisk in the graphic above relate to specific products and services. If those products and services are not included in the scope
of the contract, these specific work packages will be noted as “This work package is not applicable” in Section 6 of the Statement of Work.
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Initiate and Plan
The Initiate and Plan stage involves Project initiation, infrastructure, and planning. This stage creates a
foundation for the Project by identifying and establishing sequence and timing for each Phase as well as
verifying scope for the Project. This stage will be conducted at the onset of the Project, with a few unique
items being repeated for the additional Phases as needed.
Initial Coordination
Prior to Project commencement, Tyler management assigns project manager(s). Additional Project resources
will be assigned later in the Project as a Project schedule is developed. Tyler provides the City of Springfield
with initial Project documents used to gather names of key personnel, their functional role as it pertains to
the Project, as well as any blackout dates to consider for future planning. the City of Springfield gathers the
information requested by the provided deadline ensuring preliminary planning and scheduling can be
conducted moving the Project forward in a timely fashion. Internally, the Tyler Project Manager(s) coordinate
with sales to ensure transfer of vital information from the sales process prior to scheduling a Project Planning
Meeting with the City of Springfield’s team. During this step, Tyler will work with the City of Springfield to
establish the date(s) for the Project and Phase Planning session.
Objectives:
▪ Formally launch the project.
▪ Establish project governance.
▪ Define and communicate governance for Tyler.
▪ Identify City of Springfield project team.
STAGE 1 Initial Coordination
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Tyler project team is assigned A R C I I I I I I
City of Springfield project team
is assigned
A I R I I I
Provide initial project
documents to the City of
Springfield
A R C C I I
Gather preliminary information
requested
I A R C C C C
Sales to implementation
knowledge transfer
A R I I I I I
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Create Project Portal to store
project artifacts and facilitate
communication
A R I
Inputs Contract documents
Statement of Work
Outputs/Deliverables Working initial project documents
Project portal
Work package assumptions:
▪ Project activities begin after the agreement has been fully executed.
Project/Phase Planning
Project and Phase planning provides an opportunity to review the contract, software, data conversions and
services purchased, identify applications to implement in each Phase (if applicable), and discuss
implementation timeframes.
During this work package Tyler will work with the City of Springfield to coordinate and plan a formal Project
planning meeting(s). This meeting signifies the start of the Project and should be attended by all City of
Springfield Project team members and the Tyler Project Manager. The meeting provides an opportunity for
Tyler to introduce its implementation methodology, terminology, and Project management best practices to
the City of Springfield’s Project Team. This will also present an opportunity for project managers and Project
sponsors to begin to discuss Project communication, metrics, status reporting and tools to be used to
measure Project progress and manage change.
Tyler will work with the City of Springfield Project Team to prepare and deliver the Project Management Plan
as an output of the planning meeting. This plan will continue to evolve and grow as the Project progresses
and will describe how the project will be executed, monitored, and controlled.
During project planning, Tyler will introduce the tools that will be used throughout the implementation. Tyler
will familiarize the City of Springfield with these tools during project planning and make them available for
review and maintenance as applicable throughout the project. Some examples are Solution validation plan,
issue log, and go-live checklist.
STAGE 1 Project/Phase Planning
Tyler City of Springfield
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RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Schedule and
conduct planning
session(s)
A R I C C I
Develop Project
Management Plan
A R I C C I
Develop initial
project schedule
A R I I I I I I C C I I C I
Inputs Contract documents
Statement of Work
Guide to Starting Your Project
Outputs / Deliverables Acceptance Criteria [only] for Deliverables
Project Management Plan Delivery of document
Project Operational Plan Delivery of document
Initial Project Schedule City of Springfield provides acceptance of
schedule based on resource availability,
project budget, and goals.
Work package assumptions:
▪ City of Springfield has reviewed and completed the Guide to Starting Your Project document.
Infrastructure Planning
Procuring required hardware and setting it up properly is a critical part of a successful implementation. This
task is especially important for Tyler-hosted/SaaS deployment models. Tyler will be responsible for building
the environments for a hosted/SaaS deployment, unless otherwise identified in the Agreement. Tyler will
install Licensed Software on application server(s) or train the City of Springfield to install License Software.
The City of Springfield is responsible for the installation and setup of all peripheral devices.
Objectives:
▪ Ensure the City of Springfield’s infrastructure meets Tyler’s application requirements.
▪ Ensure the City of Springfield’s infrastructure is scheduled to be in place and available for use on
time.
STAGE 1 Infrastructure Planning
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Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Provide Infrastructure
Requirements and
Design Document
A R C C I I
Initial Infrastructure
Meeting A R C C C C
Schedule SaaS
Environment
Availability
A R C I
Schedule Installation
of All Licensed
Software
A R C I I
Infrastructure Audit A R C I C
Inputs Initial Infrastructure Requirements
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Completed Infrastructure Requirements Delivery of Requirements
Infrastructure Audit System Passes Audit Criteria
Stakeholder Meeting
Communication of the Project planning outcomes to the City of Springfield Project team, executives and other
key stakeholders is vital to Project success. The Stakeholder meeting is a strategic activity to inform, engage,
gain commitment, and instill confidence in the City of Springfield team. During the meeting, the goals and
objectives of the Project will be reviewed along with detail on Project scope, implementation methodology,
roles and responsibilities, Project timeline and schedule, and keys to Proje ct success.
Objectives:
▪ Formally present and communicate the project activities and timeline.
▪ Communicate project expectations.
STAGE 1 Stakeholder Meeting
Tyler City of Springfield
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RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Create Stakeholder
Meeting Presentation I A R I I I I C I
Review Stakeholder
Meeting Presentation I C A R C
Perform Stakeholder
Meeting Presentation I A R I I I I C I I I I I I
Inputs Agreement
SOW
Project Management Plan
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Stakeholder Meeting Presentation
Work package assumptions:
▪ None
GIS Preparation
GIS data is a core part of many Tyler applications. Other City of Springfield offices/products may also use this
data and have different GIS requirements. A key focus of this preparation will be the process for developing
the GIS data for use with Tyler applications. This can be an iterative process, so it is important to begin
preparation early.
Objectives:
▪ Identify all City of Springfield GIS data sources and formats.
▪ Tyler to understand the City of Springfield’s GIS needs and practices.
▪ Ensure the City of Springfield’s GIS data meets Tyler product requirements.
STAGE 1 GIS Preparation
Tyler City of Springfield
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RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Initial GIS Planning
Meeting A R C C C
Determine all GIS Data
Sources I I A R C
Provide Source GIS Data I I A R C
Review GIS Data and
Provide Feedback A R C I C
Inputs GIS Requirements Document
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Production Ready Map Data Meets Tyler GIS Requirements.
Work package assumptions:
▪ GIS data provided to Tyler is accurate and complete.
▪ GIS data provided to Tyler is current.
▪ City of Springfield is responsible for maintaining the GIS data.
Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this stage includes completion of all criteria listed below.
Note: Advancement to the Assess & Define stage is not dependent upon Tyler’s receipt of this stage
acceptance.
Initiate & Plan Stage Deliverables:
▪ Project Management Plan
▪ Initial Project Schedule
Initiate & Plan stage acceptance criteria:
▪ All stage deliverables accepted based on acceptance criteria previously defined
▪ Project governance defined
▪ Project portal made available to the City of Springfield
▪ Stakeholder meeting complete
▪ GIS Data Production Ready
▪ Completed Infrastructure Requirements and Design Document
▪ System Passes Infrastructure Audit (as applicable)
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Assess & Define
The Assess & Define stage will provide an opportunity to gather information related to current City of
Springfield business processes. This information will be used to identify and define business processes utilized
with Tyler software. The City of Springfield collaborates with Tyler providing complete and accurate
information to Tyler staff and assisting in analysis, understanding current workflows and business processes.
Solution Orientation
The Solution Orientation provides the Project stakeholders a high-level understanding of the solution
functionality prior to beginning the current and future state analysis. The primary goal is to establish a
foundation for upcoming conversations regarding the design and configuration of the solution.
Tyler utilizes a variety of tools for the Solution Orientation, focusing on City of Springfield team knowledge
transfer such as: eLearning, documentation, or walkthroughs. The City of Springfield team will gain a better
understanding of the major processes and focus on data flow, the connection between configuration options
and outcome, integration, and terminology that may be unique to Tyler’s solution.
Objectives:
▪ Provide a basic understanding of system functionality.
▪ Prepare the City of Springfield for current and future state analysis.
STAGE 2 Solution Orientation
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Provide pre-requisites A R I I I I I
Complete pre-requisites A R C C
Conduct orientation A R I I I I I
Inputs Solution orientation materials
Training Plan
Current & Future State Analysis
The Current & Future State Analysis provides the Project stakeholders and Tyler an understanding of process
changes that will be achieved with the new system.
The City of Springfield and Tyler will evaluate current state processes, options within the new software, pros
and cons of each based on current or desired state and make decisions about the future state configuration
and processing. This may occur before or within the same timeframe as the configuration work package. The
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options within the new software will be limited to the scope of this implementation and will make use of
standard Tyler functionality.
The City of Springfield will adopt the existing Tyler solution wherever possible to avoid project schedule and
quality risk from over customization of Tyler products. It is the City of Springfield’s responsibility to verify that
in-scope requirements are being met throughout the implementation if functional requirements are defined
as part of the contract. The following guidelines will be followed when evaluating if a modification to the
product is required:
▪ A reasonable business process change is available.
▪ Functionality exists which satisfies the requirement.
▪ Configuration of the application satisfies the requirement.
▪ An in-scope modification satisfies the requirement.
Requirements that are not met will follow the agreed upon change control process and can have impacts on
the project schedule, scope, budget, and resource availability.
STAGE 2 Current & Future State Analysis
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Current State process
review A R I I I C C C C C
Discuss future-state
options A R C C C C C C C C
Make future-state
decisions (non-COTS) C C C C C A R I C C
Document anticipated
configuration options
required to support
future state
A R C C C I I I I I
Inputs City of Springfield current state documentation
Solution Orientation completion
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Documentation that describes future-state
decisions and configuration options to support
future-state decisions.
Delivery of document
Work package assumptions:
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▪ City of Springfield attendees possess sufficient knowledge and authority to make future state
decisions.
▪ The City of Springfield is responsible for any documentation of current state business processes.
▪ The City of Springfield can effectively communicate current state processes.
Conversion Assessment
Data Conversions are a major effort in any software implementation. Tyler’s conversion tools facilitate the
predictable, repeatable conversion process that is necessary to support a successful transition to the Tyler
system. The first step in this process is to perform an assessment of the existing (“legacy”) system(s), to
better understand the source data, risks, and options available. Once the data has been analyzed, the plan for
data conversion is completed and communicated to the appropriate stakeholders.
Objectives:
▪ Communicate a common understanding of the project goals with respect to data.
▪ Ensure complete and accurate source data is available for review/transfer.
▪ Map the data from the source to the Tyler system.
▪ Document the data conversion/loading approach.
STAGE 2 Data Conversion Assessment
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Extract Data from
Source Systems I C A R
Review and Scrub
Source Data I I I A R C I
Build/Update Data
Conversion Plan R C C C I I I I
Inputs City of Springfield Source data
City of Springfield Source data Documentation (if available)
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Data Conversion Plan built/updated City of Springfield Acceptance of Data
Conversion Plan, if Applicable
Work package assumptions:
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▪ Tyler will be provided with data from the Legacy system(s) in a mutually agreed upon format.
▪ Tyler will work with the City of Springfield representatives to identify business rules before writing the
conversion.
▪ City of Springfield subject matter experts and resources most familiar with the current data will be
involved in the data conversion planning effort.
This work package is not applicable.
This work package is not applicable.
Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.
Note: Advancement to the Prepare Solution Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
Assess & Define Stage Deliverables:
▪ Documentation of future state decisions and configuration options to support future state decisions.
▪ Modification specification document.
▪ Assess & Define Stage Acceptance Criteria:
▪ All stage deliverables accepted based on criteria previously defined.
▪ Solution Orientation is delivered.
▪ Conversion data extracts are received by Tyler.
▪ Data conversion plan built.
Prepare Solution
During the Prepare Solution stage, information gathered during the Initiate & Plan and Assess & Define stages
will be used to install and configure the Tyler software solution. Software configuration will be validated by
the City of Springfield against future state decisions defined in previous stages and processes refined as
needed to ensure business requirements are met.
Initial System Deployment
The timely availability of the Tyler Solution is important to a successful Project implementation. The success
and timeliness of subsequent work packages are contingent upon the initial system deployment of Tyler
Licensed Software on an approved network and infrastructure. Delays in executing this work package can
affect the project schedule.
Objectives:
▪ All licensed software is installed and operational.
▪ The City of Springfield can access the software.
STAGE 3 Initial System Deployment (Hosted/SaaS)*
Tyler City of Springfield
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RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Prepare hosted
environment A R I C
Install Licensed
Software with
Initial Database on
Server(s) for
Included
Environments
A R I C
Install Licensed
Software on City of
Springfield Devices
(if applicable)
I C A R
Tyler System
Administration
Training (if
applicable)
A R I C
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Licensed Software is Installed on the Server(s) Software is accessible
Licensed Software is Installed on City of
Springfield Devices (if applicable)
Software is accessible
Installation Checklist/System Document System meets prescribed checklist
Infrastructure Design Document (C&J – If
Applicable)
Work package assumptions:
▪ The most current available version of the Tyler Licensed Software will be installed.
▪ The City of Springfield will provide network access for Tyler modules, printers, and Internet access to
all applicable City of Springfield and Tyler Project staff.
Configuration
The purpose of Configuration is to prepare the software product for validation.
Tyler staff collaborates with the City of Springfield to complete software configuration based on the outputs
of the future state analysis performed during the Assess and Define Stage. The City of Springfield collaborates
with Tyler staff iteratively to validate software configuration.
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Objectives:
▪ Software is ready for validation.
▪ Educate the City of Springfield Power User how to configure and maintain software.
▪ Prepare standard interfaces for process validation (if applicable).
STAGE 3 Configuration
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Conduct configuration
training A R I C C
Complete Tyler
configuration tasks
(where applicable)
A R I I I
Complete City of
Springfield
configuration tasks
(where applicable)
I C A R C
Standard interfaces
configuration and
training (if applicable)
A R C I C C C
Updates to Solution
Validation testing plan C C A R C C
Inputs Documentation that describes future state decisions and configuration options to support future
state decisions.
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Configured System
Work package assumptions:
▪ Tyler provides guidance for configuration options available within the Tyler software. The City of
Springfield is responsible for making decisions when multiple options are available.
Process Refinement
Tyler will educate the City of Springfield users on how to execute processes in the system to prepare them for
the validation of the software. The City of Springfield collaborates with Tyler staff iteratively to validate
software configuration options to support future state.
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Objectives:
▪ Ensure that the City of Springfield understands future state processes and how to execute the
processes in the software.
▪ Refine each process to meet the business requirements.
▪ Validate standard interfaces, where applicable.
▪ Validate forms and reports, where applicable.
STAGE 3 Process Refinement
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Conduct process
training A R I C I C
Confirm process
decisions I C A R C I C
Test configuration I C A R C
Refine
configuration (City
of Springfield
Responsible)
I C A R C
Refine
configuration (Tyler
Responsible)
A R I I I
Validate interface
process and results I C C A R C C
Update City of
Springfield-specific
process
documentation (if
applicable)
I C A R C
Updates to
Solution Validation
testing plan
C C A R C C
Inputs Initial Configuration
Documentation that describes future state decisions and configuration options to support
future state decisions.
Solution validation test plan
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Updated solution validation test plan
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Completed City of Springfield-specific
process documentation (completed by City
of Springfield)
Work package assumptions:
▪ None
Conversion Delivery
The purpose of this task is to transition the City of Springfield’s data from their source (“legacy”) system(s) to
the Tyler system(s). The data will need to be mapped from the legacy system into the new Tyler system
format. A well-executed data conversion is key to a successful cutover to the new system(s).
With guidance from Tyler, the City of Springfield will review specific data elements within the system and
identify / report discrepancies. Iteratively, Tyler will collaborate with the City of Springfield to address
conversion discrepancies. This process will allow for clean, reconciled data to transfer from the source
system(s) to the Tyler system(s). Reference Conversion Appendix for additional detail.
Objectives:
▪ Data is ready for production (Conversion).
STAGE 3 Data Delivery & Conversion
Tyler City of Springfield
RACI MATRIX
KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Load Data
for Testing
Pull Data &
Conversion
Balancing
Reports
Map
Conversion
Write & Run
Conversion
Program
Validate
Data
Conversion
Reviews
Completed
Final
Conversion
Report &
Correct
Errors
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Provide data
crosswalks/code
mapping tool
A C R I I I
Populate data
crosswalks/code
mapping tool
I C C A R C
Iterations:
Conversion
Development
A C R I I
Iterations:
Deliver
converted data
A R I I I
Iterations:
Proof/Review
data and
reconcile to
source system
C C C A R C C
Inputs
Data Conversion Plan
Configuration
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Code Mapping Complete / Validated
Conversion Iterations / Reviews Complete Conversion complete, verified, and ready for
final pass
Work package assumptions:
▪ The City of Springfield will provide a single file layout per source system as identified in the
investment summary.
▪ The City of Springfield subject matter experts and resources most familiar with the current data will
be involved in the data conversion effort.
▪ The City of Springfield project team will be responsible for completing the code mapping activity, with
assistance from Tyler.
This work package is not applicable.
This work package is not applicable.
Control Point 3: Prepare Solution Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below in each Work Package.
Note: Advancement to the Production Readiness Stage is dependent upon Tyler’s receipt of the Stage
Acceptance.
Prepare Solution Stage Deliverables:
▪ Licensed software is installed.
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▪ Installation checklist/system document.
▪ Conversion iterations and reviews complete.
Prepare Solution Stage Acceptance Criteria:
▪ All stage deliverables accepted based on criteria previously defined.
▪ Software is configured.
▪ Solution validation test plan has been reviewed and updated if needed.
Production Readiness
Activities in the Production Readiness stage will prepare the City of Springfield team for go-live through
solution validation, the development of a detailed go-live plan and end user training. A readiness assessment
will be conducted with the City of Springfield to review the status of the project and the organizations
readiness for go-live.
Solution Validation
Solution Validation is the end-to-end software testing activity to ensure that the City of Springfield verifies all
aspects of the Project (hardware, configuration, business processes, etc.) are functioning properly, and
validates that all features and functions per the contract have been deployed for system use.
Objectives:
▪ Validate that the solution performs as indicated in the solution validation plan.
▪ Ensure the City of Springfield organization is ready to move forward with go-live and training (if
applicable).
STAGE 4 Solution Validation
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Update Solution
Validation plan A R C C C C
Update test scripts (as
applicable) C C C A R C
Perform testing C C C A R C
Document issues from
testing C C C A R C
Perform required follow-
up on issues A R C C C C
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Inputs Solution Validation plan
Completed work product from prior stages (configuration, business process, etc.)
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Solution Validation Report City of Springfield updates report with testing
results
Work package assumptions:
▪ Designated testing environment has been established.
▪ Testing includes current phase activities or deliverables only.
Go-Live Readiness
Tyler and the City of Springfield will ensure that all requirements defined in Project planning have been
completed and the Go-Live event can occur, as planned. A go-live readiness assessment will be completed
identifying risks or actions items to be addressed to ensure the City of Springfield has considered its ability to
successfully Go-Live. Issues and concerns will be discussed, and mitigation options documented. Tyler and the
City of Springfield will jointly agree to move forward with transition to production. Expectations for final
preparation and critical dates for the weeks leading into and during the Go-Live week will be planned in detail
and communicated to Project teams.
Objectives:
▪ Action plan for go-live established.
▪ Assess go-live readiness.
▪ Stakeholders informed of go-live activities.
STAGE 4 Go-Live Readiness
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Perform Readiness
Assessment I A R C C I C I I I I I I
Conduct Go-Live planning
session A R C C C C C C C
Order peripheral
hardware (if applicable) I A R C
Confirm procedures for
Go-Live issue reporting &
resolution
A R I I I I C C I I I I I
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Develop Go-Live checklist A R C C C C I C C
Final system
infrastructure review
(where applicable)
A R C C
Inputs Future state decisions
Go-live checklist
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Updated go-live checklist Updated Action plan and Checklist for go-live
delivered to the City of Springfield
Work package assumptions:
▪ None
End User Training
End User Training is a critical part of any successful software implementation. Using a training plan previously
reviewed and approved, the Project team will organize and initiate the training activities.
Tyler Led: Tyler provides training for all applicable users. One or multiple occurrences of each scheduled
training or implementation topic will be covered.
Tyler will provide standard application documentation for the general use of the software. It is not Tyler’s
responsibility to develop City of Springfield specific business process documentation. City of Springfield-led
training labs using City of Springfield specific business process documentation if created by the City of
Springfield can be added to the regular training curriculum, enhancing the training experiences of the end
users.
Objectives:
▪ End users are trained on how to use the software prior to go-live.
▪ The City of Springfield is prepared for on-going training and support of the application.
STAGE 4 End User Training
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Update training plan A R C C I C
End User training (Tyler-
led) A R C C C I C C C
Train-the-trainer A R C C C I C
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End User training (City of
Springfield-led) C C A R I C C C
Inputs Training Plan
List of End Users and their Roles / Job Duties
Configured Tyler System
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
End User Training City of Springfield signoff that training was
delivered
Work package assumptions:
▪ The City of Springfield project team will work with Tyler to jointly develop a training curriculum that
identifies the size, makeup, and subject-area of each of the training classes.
▪ Tyler will work with the City of Springfield as much as possible to provide end-user training in a
manner that minimizes the impact to the daily operations of City of Springfield departments.
▪ The City of Springfield will be responsible for training new users after go-live (exception—previously
planned or regular training offerings by Tyler).
Control Point 4: Production Readiness Stage Acceptance
Acceptance criteria for this stage includes all criteria listed below. Advancement to the Production stage is
dependent upon Tyler’s receipt of the stage acceptance.
Production Readiness stage deliverables:
▪ Solution Validation Report.
▪ Update go-live action plan and/or checklist.
▪ End user training.
Production Readiness stage acceptance criteria:
▪ All stage deliverables accepted based on criteria previously defined.
▪ Go-Live planning session conducted.
Production
Following end user training the production system will be fully enabled and made ready for daily operational
use as of the scheduled date. Tyler and the City of Springfield will follow the comprehensive action plan laid
out during Go-Live Readiness to support go-live activities and minimize risk to the Project during go-live.
Following go-live, Tyler will work with the City of Springfield to verify that implementation work is concluded,
post go-live activities are scheduled, and the transition to Client Services is complete for long-term operations
and maintenance of the Tyler software.
Go-Live
Following the action plan for Go-Live, defined in the Production Readiness stage, the City of Springfield and
Tyler will complete work assigned to prepare for Go-Live.
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The City of Springfield provides final data extract and Reports from the Legacy System for data conversion and
Tyler executes final conversion iteration, if applicable. If defined in the action plan, the City of Springfield
manually enters any data added to the Legacy System after final data extract into the Tyler system.
Tyler staff collaborates with the City of Springfield during Go-Live activities. The City of Springfield transitions
to Tyler software for day-to day business processing.
Some training topics are better addressed following Go-Live when additional data is available in the system or
based on timing of applicable business processes and will be scheduled following Go-Live per the Project
Schedule.
Objectives:
▪ Execute day to day processing in Tyler software.
▪ City of Springfield data available in Production environment.
STAGE 5 Go-Live
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Provide final source data
extract, if applicable C C A R
Final source data pushed
into production
environment, if
applicable
A C R I C C C
Proof final converted
data, if applicable C C C A R C
Complete Go-Live
activities as defined in
the Go-Live action plan
C C C A R C I C
Provide Go-Live
assistance A R C C I C C I C I C
Inputs Comprehensive Action Plan for Go-Live
Final source data (if applicable)
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Data is available in production environment City of Springfield confirms data is available in
production environment
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Work package assumptions:
▪ The City of Springfield will complete activities documented in the action plan for Go-Live as
scheduled.
▪ External stakeholders will be available to assist in supporting the interfaces associated with the Go -
Live live process.
▪ The City of Springfield business processes required for Go-Live are fully documented and tested.
▪ The City of Springfield Project team and subject matter experts are the primary point of contact for
the end users when reporting issues during Go-Live.
▪ The City of Springfield Project Team and Power User’s provide business process context to the end
users during Go-Live.
Transition to Client Services
This work package signals the conclusion of implementation activities for the Phase or Project with the
exception of agreed-upon post Go-Live activities. The Tyler project manager(s) schedules a formal transition
of the City of Springfield onto the Tyler Client Services team, who provides the City of Springfield with
assistance following Go-Live, officially transitioning the City of Springfield to operations and maintenance.
Objectives:
▪ Ensure no critical issues remain for the project teams to resolve.
▪ Confirm proper knowledge transfer to the City of Springfield teams for key processes and subject
areas.
STAGE 5 Transition to Client Services
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Transfer City of
Springfield to Client
Services and review
issue reporting and
resolution processes
I I A I I R I I C C C
Review long term
maintenance and
continuous
improvement
A R C C C
Inputs Open item/issues List
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Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Client Services Support Document
Work package assumptions:
▪ No material project issues remain without assignment and plan.
Post Go-Live Activities
Some implementation activities are provided post-production due to the timing of business processes, the
requirement of actual production data to complete the activities, or the requirement of the system being
used in a live production state.
Objectives:
▪ Schedule activities that are planned for after Go-Live.
▪ Ensure issues have been resolved or are planned for resolution before phase or project close.
STAGE 5 Post Go-Live Activities
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Schedule contracted
activities that are
planned for delivery
after go-live
A R C C C C I C C I C C
Determine resolution
plan in preparation for
phase or project close
out
A R C C C I C C I C
Inputs List of post Go-Live activities
Outputs /
Deliverables
Acceptance Criteria [only] for
Deliverables
Updated issues log
Work package assumptions:
▪ System is being used in a live production state.
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Control Point 5: Production Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below:
▪ Advancement to the Close stage is not dependent upon Tyler’s receipt of this Stage Acceptance.
▪ Converted data is available in production environment.
Production Stage Acceptance Criteria:
▪ All stage deliverables accepted based on criteria previously defined.
▪ Go-Live activities defined in the Go-Live action plan completed.
▪ Client services support document is provided.
Close
The Close stage signifies full implementation of all products purchased and encompassed in the Phase or
Project. The City of Springfield transitions to the next cycle of their relationship with Tyler (next Phase of
implementation or long-term relationship with Tyler Client Services).
Phase Closeout
This work package represents Phase completion and signals the conclusion of implementation activities for
the Phase. The Tyler Client Services team will assume ongoing support of the City of Springfield for systems
implemented in the Phase.
Objectives:
▪ Agreement from Tyler and the City of Springfield teams that activities within this phase are complete.
STAGE 6 Phase Close Out
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Reconcile project budget
and status of contract
Deliverables
I A R I I C
Hold post phase review
meeting A R C C C C C C C C C
Release phase-
dependent Tyler project
resources
A R I I
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Participants Tyler City of Springfield
Project Leadership Project Manager
Project Manager Project Sponsor(s)
Implementation Consultants Functional Leads, Power Users,
Technical Leads
Technical Consultants (Conversion, Deployment,
Development)
Client Services
Inputs Contract
Statement of Work
Project artifacts
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Final action plan (for outstanding items)
Reconciliation Report
Post Phase Review
Work package assumptions:
▪ Tyler deliverables for the phase have been completed.
Project Closeout
Completion of this work package signifies final acceptance and formal closing of the Project.
At this time the City of Springfield may choose to begin working with Client Services to look at continuous
improvement Projects, building on the completed solution.
Objectives:
▪ Confirm no critical issues remain for the project teams to resolve.
▪ Determine proper knowledge transfer to the City of Springfield teams for key processes and subject
areas has occurred.
▪ Verify all deliverables included in the Agreement are delivered.
STAGE 6 Project Close Out
Tyler City of Springfield
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed Executive Manager Implementation Manager Project Manager Implementation Consultant Data Experts Modification Services Technical Services Client Services Executive Sponsor Steering Committee Project Manager Functional Leads Change Management Leads Subject Matter Experts (Power Users) Department Heads End Users Technical Leads Attachment 1
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Conduct post project
review A R C C C C C C C C C
Deliver post project
report to City of
Springfield and Tyler
leadership
I A R I I C
Release Tyler project
resources A R I I
Inputs Contract
Statement of Work
Outputs /
Deliverables
Acceptance Criteria [only] for Deliverables
Post Project Report City of Springfield acceptance; Completed
report indicating all project Deliverables and
milestones have been completed
Work package assumptions:
▪ All project implementation activities have been completed and approved.
▪ No critical project issues remain that have not been documented and assigned.
▪ Final project budget has been reconciled and invoiced.
▪ All Tyler deliverables have been completed.
Control Point 6: Close Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.
Close Stage Deliverables:
▪ Post Project Report.
Close Stage Acceptance Criteria:
▪ Completed report indicating all Project deliverables and milestones have been completed.
General Assumptions
Tyler and the City of Springfield will use this SOW as a guide for managing the implementation of the Tyler
Project as provided and described in the Agreement. There are a few assumptions which, when
acknowledged and adhered to, will support a successful implementation. Assumptions relate d to specific
work packages are documented throughout the SOW. Included here are general assumptions which should
be considered throughout the overall implementation process.
Project
▪ Project activities will begin after the Agreement has been fully executed.
▪ The City of Springfield Project Team will complete their necessary assignments in a mutually agreed
upon timeframe to meet the scheduled go-live date, as outlined in the Project Schedule.
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▪ Sessions will be scheduled and conducted at a mutually agreeable time.
▪ Additional services, software modules and modifications not described in the SOW or Agreement will
be considered a change to this Project and will require a Change Request Form as previously
referenced in the definition of the Change Control Process.
▪ Tyler will provide a written agenda and notice of any prerequisites to the City of Springfield project
manager(s) ten (10) business days or as otherwise mutually agreed upon time frame prior to any
scheduled on-site or remote sessions, as applicable.
▪ Tyler will provide guidance for configuration and processing options available within the Tyler
software. If multiple options are presented by Tyler, the City of Springfield is responsible for making
decisions based on the options available.
▪ Implementation of new software may require changes to existing processes, both business and
technical, requiring the City of Springfield to make process changes.
▪ The City of Springfield is responsible for defining, documenting, and implementing their policies that
result from any business process changes.
Organizational Change Management
Unless otherwise contracted by Tyler, City of Springfield is responsible for managing Organizational Change.
Impacted City of Springfield resources will need consistent coaching and reassurance from their leadership
team to embrace and accept the changes being imposed by the move to new software. An important part of
change is ensuring that impacted City of Springfield resources understand the value of the change, and why
they are being asked to change.
Resources and Scheduling
▪ City of Springfield resources will participate in scheduled activities as assigned in the Project
Schedule.
▪ The City of Springfield team will complete prerequisites prior to applicable scheduled activities.
Failure to do so may affect the schedule.
▪ Tyler and the City of Springfield will provide resources to support the efforts to complete the Project
as scheduled and within the constraints of the Project budget.
▪ Abbreviated timelines and overlapped Phases require sufficient resources to complete all required
work as scheduled.
▪ Changes to the Project Schedule, availability of resources or changes in Scope will be requested
through a Change Request. Impacts to the triple constraints (scope, budget, and schedule) will be
assessed and documented as part of the change control process.
▪ The City of Springfield will ensure assigned resources will follow the change control process and
possess the required business knowledge to complete their assigned tasks successfully. Should there
be a change in resources, the replacement resource should have a comparable level of availability,
change control process buy-in, and knowledge.
▪ The City of Springfield makes timely Project related decisions to achieve scheduled due dates on tasks
and prepare for subsequent training sessions. Failure to do so may affect the schedule, as each
analysis and implementation session is dependent on the decisions made in prior sessions.
▪ The City of Springfield will respond to information requests in a comprehensive and timely manner, in
accordance with the Project Schedule.
▪ The City of Springfield will provide adequate meeting space or facilities, including appropriate system
connectivity, to the project teams including Tyler team members.
▪ For on-site visits, Tyler will identify a travel schedule that balances the needs of the project and the
employee.
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Data
▪ Data will be converted as provided and Tyler will not create data that does not exist.
▪ The City of Springfield is responsible for the quality of legacy data and for cleaning or scrubbing
erroneous legacy data.
▪ Tyler will work closely with the City of Springfield representatives to identify business rules before
writing the conversion. The City of Springfield must confirm that all known data mapping from source
to target have been identified and documented before Tyler writes the conversion.
▪ All in-scope source data is in data extract(s).
▪ Each legacy system data file submitted for conversion includes all associated records in a single
approved file layout.
▪ The City of Springfield will provide the legacy system data extract in the same format for each
iteration unless changes are mutually agreed upon in advance. If not, negative impacts to the
schedule, budget and resource availability may occur and/or data in the new system may be
incorrect.
▪ The City of Springfield Project Team is responsible for reviewing the converted data and reporting
issues during each iteration, with assistance from Tyler.
▪ The City of Springfield is responsible for providing or entering test data (e.g., data for training, testing
interfaces, etc.)
Facilities
▪ The City of Springfield will provide dedicated space for Tyler staff to work with City of Springfield
resources for both on-site and remote sessions. If Phases overlap, City of Springfield will provide
multiple training facilities to allow for independent sessions scheduling without conflict.
▪ The City of Springfield will provide staff with a location to practice what they have learned without
distraction.
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Glossary
Word or Term Definition
Acceptance Confirming that the output or deliverable is suitable and
conforms to the agreed upon criteria.
Accountable The one who ultimately ensures a task or deliverable is
completed; the one who ensures the prerequisites of the task are
met and who delegates the work to those responsible. [Also see
RACI]
Application A computer program designed to perform a group of coordinated
functions, tasks, or activities for the benefit of the user.
Application Programming Interface (API) A defined set of tools/methods to pass data to and received data
from Tyler software products
Agreement This executed legal contract that defines the products and
services to be implemented or performed.
Business Process The practices, policy, procedure, guidelines, or functionality that
the client uses to complete a specific job function.
Business Requirements Document A specification document used to describe Client requirements
for contracted software modifications.
Change Request A form used as part of the Change Control process whereby
changes in the scope of work, timeline, resources, and/or budget
are documented and agreed upon by participating parties.
Change Management Guides how we prepare, equip and support individuals to
successfully adopt change in order to drive organizational success
& outcomes
Code Mapping [where applicable] An activity that occurs during the data conversion process
whereby users equate data (field level) values from the old
system to the values available in the new system. These may be
one to one or many to one. Example: Old System [Field = eye
color] [values = BL, Blu, Blue] maps to New Tyler System [Field =
Eye Color] [value = Blue].
Consulted Those whose opinions are sought, typically subject matter
experts, and with whom there is two-way communication. [Also
see RACI]
Control Point This activity occurs at the end of each stage and serves as a
formal and intentional opportunity to review stage deliverables
and required acceptance criteria for the stage have been met.
Data Mapping [where applicable] The activity determining and documenting where data from the
legacy system will be placed in the new system; this typically
involves prior data analysis to understand how the data is
currently used in the legacy system and how it will be used in the
new system.
Deliverable A verifiable document or service produced as part of the Project,
as defined in the work packages.
Go-Live The point in time when the Client is using the Tyler software to
conduct daily operations in Production.
Informed Those who are kept up-to-date on progress, often only on
completion of the task or deliverable, and with whom there is
just one-way communication. [Also see RACI]
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Infrastructure The composite hardware, network resources and services
required for the existence, operation, and management of the
Tyler software.
Interface A connection to and potential exchange of data with an external
system or application. Interfaces may be one way, with data
leaving the Tyler system to another system or data entering Tyler
from another system, or they may be bi-directional with data
both leaving and entering Tyler and another system.
Integration A standard exchange or sharing of common data within the Tyler
system or between Tyler applications
Legacy System The software from which a client is converting.
Modification Custom enhancement of Tyler’s existing software to provide
features or functions to meet individual client requirements
documented within the scope of the Agreement.
On-site Indicates the work location is at one or more of the client’s
physical office or work environments.
Organizational Change The process of changing an organization's strategies, processes,
procedures, technologies, and culture, as well as the effect of
such changes on the organization.
Output A product, result or service generated by a process.
Peripheral devices An auxiliary device that connects to and works with the computer
in some way. Some examples: scanner, digital camera, printer.
Phase A portion of the Project in which specific set of related
applications are typically implemented. Phases each have an
independent start, Go-Live and closure dates but use the same
Implementation Plans as other Phases of the Project. Phases may
overlap or be sequential and may have different Tyler resources
assigned.
Project The delivery of the software and services per the agreement and
the Statement of Work. A Project may be broken down into
multiple Phases.
RACI A matrix describing the level of participation by various roles in
completing tasks or Deliverables for a Project or process.
Individuals or groups are assigned one and only one of the
following roles for a given task: Responsible (R), Accountable (A),
Consulted (C), or Informed (I).
Remote Indicates the work location is at one or more of Tyler’s physical
offices or work environments.
Responsible Those who ensure a task is completed, either by themselves or
delegating to another resource. [Also see RACI]
Scope Products and services that are included in the Agreement.
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Solution The implementation of the contracted software product(s)
resulting in the connected system allowing users to meet Project
goals and gain anticipated efficiencies.
Stage The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project.
Standard Software functionality that is included in the base software (off-
the-shelf) package; is not customized or modified.
Statement of Work (SOW) Document which will provide supporting detail to the Agreement
defining Project-specific activities, services, and Deliverables.
System The collective group of software and hardware that is used by the
organization to conduct business.
Test Scripts The steps or sequence of steps that will be used to validate or
confirm a piece of functionality, configuration, enhancement, or
Use Case Scenario.
Training Plan Document(s) that indicate how and when users of the system will
be trained relevant to their role in the implementation or use of
the system.
Validation (or to validate) The process of testing and approving that a specific Deliverable,
process, program, or product is working as expected.
Work Breakdown Structure (WBS) A hierarchical representation of a Project or Phase broken down
into smaller, more manageable components.
Work Package A group of related tasks within a project.
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Part 4: A ppendices
Conversion
Data Conversion Process for Enterprise Permitting & Licensing
Enterprise Server
Overview
This document is an introduction to the SQL Server EG_Template database and how to populate it.
The Full Conversion is the same process, as the Templated. However, with the Full Conversion option, Tyler is
responsible for the data import instead of the client.
Modularized Design
As with the Enterprise Permitting & Licensing software, the EG_Template db is sectioned into modules. Each
contains one master table at the top of the chain (ex. ‘permit’ for the Permit module). Within each module,
various child tables branch below the master table for the associated module (ex. ‘permit_address’,
‘permit_note’, etc.).
Some tables cross multiple modules. The most notable of these involve inspections and payment
transactions.
The EG_Template database includes database diagrams, which indicate the tables and their relationships to
each module.
Required Fields
In the Enterprise Permitting & Licensing software, some fields are “Required Fields,” and the associated
columns must be populated for records to be written to the Enterprise Permitting & Licensing db. On
occasion, these required fields will not be available in the legacy source data, so a simple default value can be
written to the EG_Template db to fulfill any NOT NULL constraint.
Dropdown picklist columns restrict the user from entering certain values in the Enterprise Permitting &
Licensing db. Conversely, drop-down fields do not have a restriction on values written to the EG_Template db.
Therefore, exact spelling or careful matching to the Enterprise Permitting & Licensing configured values is not
a requirement for fields intended for Enterprise Permitting & Licensing drop-down fields. Tyler maps the
values through a separate table to translate the values to the appropriate Enterprise Permitting & Licensing
value during conversion and collaborates with the City of Springfield to validate the resulting mappings during
the development phase of the conversion.
Custom Fields (any fields not available in the master table for the module in
question)
Most legacy systems have some attribute fields that are not specified in the corresponding master table
within EG_Template. Tyler refers to these as custom fields. Within each module exists a child table for such
custom fields. Since these fields are specific to the legacy system(s), the City of Springfield may add columns
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to these tables in EG_Template to accommodate any needed custom fields in the migration. For example,
‘permit_additional_fields’ is the table for extra fields relating to the ‘permit’ records.
Gap Handling (where legacy data doesn’t fit anywhere within EG_Template)
On occasion, legacy systems contain special features for which Enterprise Permitting & Licensing does not
account in the EG_Template db. As a result, the need may arise to develop a modified solution to address
special cases.
Contacts
Contacts generally fall into two categories:
1. Those managed with each person/company having one contact record, kept up to date over time.
With this model, there is generally no duplication of contact records (except when created by
mistake).
2. Contacts where the user enters the contact attribute info on each permit, case, license, etc. With this
model, there is no single master record representing the contact itself and there is likely
considerable duplication of contacts.
Enterprise Permitting & Licensing stores contacts as in category 1 above. Tyler migrates contacts put into
EG_Template without a master ‘contact’ record link (category 2 above) into custom field memo boxes to
avoid duplication of contacts within the Enterprise Permitting & Licensing contact repository. For example,
when populating the permit contacts, for contacts in category 1, input the record into the ‘permit_contact’
table. Input contacts for category 2 into the ‘permit_contact_no_key’ table.
Multiple Legacy Data Sources
When presenting multiple data sources, ensure population of EG_Template for all data sources. At the main
table level, an optional column exists for the legacy data source. Tyler provides this column to easily count or
research records originating from a particular legacy data source.
Overall Architecture of Conversion
There are 3 SQL Server databases involved in the conversion process.
1. EG_Template (for legacy data)
3. Enterprise Permitting & Licensing (the production Enterprise Permitting & Licensing db)
4. A database containing all conversion processes and mapping tables; maintained by Tyler’s data
conversion team. This db translates the data from EG_Tempate into the Enterprise Permitting &
Licensing db.
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EG_Template
•All legacy data
sources
populated
into one db
within the
templated
table
structure.
Mapping and
Conversion Code
•Db used to
map/translate
data before
passing into
EnerGov.
Stored
procedures
and functions
exist in this
db, which
becomes the
conversion
source code.
EnerGov DB
•EnerGov db
used by the
EnerGov
software.
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Progression of Conversion Development Process
Step Step Name Responsible Party Notes
1 Provide empty EG_Template
database to client
Tyler Database format will be SQL Server
2 Load legacy data into template
database
City of Springfield If there are multiple legacy data sources, all should
be loaded into the one template SQL database.
3 Mapping process Tyler /City of Springfield Dependent on completed Enterprise Permitting &
Licensing configuration
Spreadsheets will be used to communicate
mapping values.
Mapping questions may arise and both parties may
need to discuss these until answers are agreed
upon.
4 Import-specific configuration
changes to Enterprise Permitting &
Licensing
Tyler Certain fields or values may need to exist for
imported records only. These usually require some
minor Enterprise Permitting & Licensing
configuration changes. 5 Customize conversion scripts Tyler Minor customization can be expected for many
conversions, based on special requests from client.
Any special requests would also be added into the
conversion scripts at this time.
6 Conversion execution Tyler Resulting Enterprise Permitting & Licensing
database will be provided to the City of
Springfield team for review. 7 Review and either sign-off or
request changes
City of Springfield City of Springfield team will review the data and
the interaction with it in the Enterprise Permitting
& Licensing software.
If it meets the client’s needs, sign-off will occur. If
not, certain steps above may need to be repeated
until the City of Springfield signs off on the
conversion.
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Progression of Final Conversion Cutover Process (Go-Live)
Step Step Name Responsible Party Notes
1 Load legacy data into
template database
Client This should just be an up-to-date extract of the
legacy data into the template db.
2 Conversion execution Tyler Resulting Enterprise Permitting & Licensing
database will be provided to City of Springfield
team. This will be the production Enterprise
Permitting & Licensing db. 3 Go-Live Tyler /Client Verification of Enterprise Permitting & Licensing db
and site functionality - Data Conversion sign-off
Move to production phase
Data Import Areas
Business Management
▪ Business entity (Only for Business Licensing)
▪ License master basic information
▪ License Contacts
▪ Contacts – Unique (keyed) contacts converted to global contacts
▪ Non-keyed contacts converted to a Memo Custom Field or a standard note Parcel and Addresses
▪ Reviews and Approvals – Converted to Activity
▪ Fees
▪ Bonds and Escrow
▪ Activities and Actions
▪ Conditions
▪ Notes
▪ Holds
▪ Initialized Workflows
▪ Attachments
▪ Contractors
▪ Business Types & NAICS codes
▪ Payment and Fee History
Community Development: Code Cases
▪ Code Case master basic information
▪ Code Case Contacts and Properties
▪ Contacts – Unique (keyed) contacts converted to global contacts
▪ Non-keyed contacts converted to a Memo Custom Field or a standard note
▪ Parcels and Addresses
▪ Reviews and Approvals – Converted to Activity Active Fees
▪ Activities and Actions
▪ Notes
▪ Holds
▪ Initialized Workflows
▪ Attachments
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▪ Violations
o Fees
o Payments
o Notes
▪ Meetings and Hearings
▪ Zones
▪ Requests
▪ Payment and Fee history
Community Development: Permits
▪ Permit master basic information
▪ Permit Contacts
▪ Contacts – Unique (keyed) contacts converted to global contacts
▪ Non-keyed contacts converted to a Memo Custom Field or a standard note
▪ Parcels and Addresses
▪ Reviews and Approvals – Converted to Activity
▪ Inspections and Inspection Cases
▪ Sub-Permit Associations – Visible in workflow and attached records section
▪ Fees
▪ Meetings and Hearings
▪ Bonds and Escrow
▪ Activities and Actions
▪ Conditions
▪ Notes
▪ Zones
▪ Holds
▪ Renewals
▪ Initialized Workflows
▪ Attachments
▪ Contractors
▪ Projects
▪ Payment and Fee History
Community Development: Plans
▪ Plan master basic information
▪ Plan Contacts
▪ Contacts – Unique (keyed) contacts converted to global contacts
▪ Non-keyed contacts converted to a Memo Custom Field or a standard note
▪ Parcels and Addresses
▪ Reviews and Approvals – Converted to Activity
▪ Inspections and Inspection Cases
▪ Fees
▪ Meetings and Hearings
▪ Bonds and Escrow
▪ Activities and Actions
▪ Conditions
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▪ Notes
▪ Zones
▪ Holds
▪ Initialized Workflows
▪ Attachments
▪ Projects
▪ Payment and Fee history
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Additional Appendices
This work package is not applicable.
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Project Timeline
Enterprise Permitting & Licensing Timeline
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090320-TTI
Rev. 2/2020 1
Solicitation Number: RFP #090320
CONTRACT
This Contract is between Sourcewell, 202 12th Street Northeast, P.O. Box 219, Staples, MN
56479 (Sourcewell) and Tyler Technologies, 5101 Tennyson Pkwy., Plano, TX 75024 (Vendor).
Sourcewell is a State of Minnesota local government agency and service cooperative created
under the laws of the State of Minnesota (Minnesota Statutes Section 123A.21) that offers
cooperative procurement solutions to government entities. Participation is open to federal,
state/province, and municipal governmental entities, higher education, K-12 education,
nonprofit, tribal government, and other public entities located in the United States and Canada.
Vendor desires to contract with Sourcewell to provide equipment, products, or services to
Sourcewell and the entities that access Sourcewell’s cooperative purchasing contracts
(Participating Entities).
1. TERM OF CONTRACT
A. EFFECTIVE DATE. This Contract is effective upon the date of the final signature below.
B. EXPIRATION DATE AND EXTENSION. This Contract expires November 2, 2024, unless it is
cancelled sooner pursuant to Article 24. This Contract may be extended up to one additional
one-year period upon request of Sourcewell and with written agreement by Vendor.
C. SURVIVAL OF TERMS. Articles 11 through 16 survive the expiration or cancellation of this
Contract.
2. EQUIPMENT, PRODUCTS, OR SERVICES
A. EQUIPMENT, PRODUCTS, OR SERVICES. Vendor will provide the Equipment, Products, or
Services as stated in its Proposal submitted under the Solicitation Number listed above.
Vendor’s Equipment, Products, or Services Proposal (Proposal) is attached and incorporated
into this Contract.
All Equipment and Products provided under this Contract must be new/current model. Vendor
may offer close-out or refurbished Equipment or Products if they are clearly indicated in
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090320-TTI
Rev. 2/2020 2
Vendor’s product and pricing list. Unless agreed to by the Participating Entities in advance,
Equipment or Products must be delivered as operational to the Participating Entity’s site.
This Contract offers an indefinite quantity of sales, and while substantial volume is anticipated,
sales and sales volume are not guaranteed.
B. WARRANTIES. During the term of a current Maintenance or SaaS Agreement, Vendor makes
the following warranties:
1. Tyler Software Warranty - Vendor’s software will substantially conform to the functional
descriptions of the Vendor software contained in Vendor’s Proposal or their functional
equivalent. Future functionality may be updated, modified, or otherwise enhanced
through Vendor’s maintenance and support services and the governing functional
descriptions for such future functionality will be set forth in Vendor’s then-current
documentation.
2. Tyler Services Warranty - Vendor warrants that it will perform services in a professional,
workmanlike manner, consistent with industry standards. In the event Vendor provides
services that do not conform to this warranty, Vendor will re-perform the services at no
additional cost.
3. Third Party Warranties – Unless otherwise indicated, Vendor does not warrant the
condition of any third party products or services resold through Vendor’s reseller
agreement. Vendor will pass through any 3rd party warranties it receives for such items
and will reasonably cooperate and coordinate for access to warranty service for 3rd
party items Vendor resells.
C. DEALERS, DISTRIBUTORS, AND/OR RESELLERS. Upon Contract execution, Vendor will
make available to Sourcewell a means to validate or authenticate Vendor’s authorized dealers,
distributors, and/or resellers relative to the Equipment, Products, and Services related to this
Contract. This list may be updated from time-to-time and is incorporated into this Contract by
reference. It is the Vendor’s responsibility to ensure Sourcewell receives the most current
version of this list.
3. PRICING
All Equipment, Products, or Services under this Contract will be priced as stated in Vendor’s
Proposal.
When providing pricing quotes to Participating Entities, all pricing quoted must reflect a
Participating Entity’s total cost of acquisition. This means that the quoted cost is for delivered
Equipment, Products, and Services that are operational for their intended purpose, and
includes all costs to the Participating Entity’s requested delivery location.
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090320-TTI
Rev. 2/2020 3
Regardless of the payment method chosen by the Participating Entity, the total cost associated
with any purchase option of the Equipment, Products, or Services must always be disclosed in
the pricing quote to the applicable Participating Entity at the time of purchase.
A. SHIPPING AND SHIPPING COSTS. All delivered Equipment and Products must be properly
packaged. Damaged Equipment and Products may be rejected. If the damage is not readily
apparent at the time of delivery, Vendor must permit the Equipment and Products to be
returned within a reasonable time at no cost to Sourcewell or its Participating Entities.
Participating Entities reserve the right to inspect the Equipment and Products at a reasonable
time after delivery where circumstances or conditions prevent effective inspection of the
Equipment and Products at the time of delivery.
Vendor must arrange for and pay for the return shipment on Equipment and Products that arrive
in a defective or inoperable condition.
Sourcewell may declare the Vendor in breach of this Contract if the Vendor intentionally
delivers substandard or inferior Equipment or Products. In the event of the delivery of
nonconforming Equipment and Products, the Participating Entity will notify the Vendor as soon
as possible and the Vendor will replace nonconforming Equipment and Products with
conforming Equipment and Products.
B. SALES TAX. Each Participating Entity is responsible for supplying the Vendor with valid tax-
exemption certification(s). When ordering, a Participating Entity must indicate if it is a tax-
exempt entity.
C. HOT LIST PRICING. At any time during this Contract, Vendor may offer a specific selection
of Equipment, Products, or Services at discounts greater than those listed in the Contract.
When Vendor determines it will offer Hot List Pricing, it must be submitted electronically to
Sourcewell in a line-item format. Equipment, Products, or Services may be added or removed
from the Hot List at any time through a Sourcewell Price and Product Change Form as defined
in Article 4 below.
Hot List program and pricing may also be used to discount and liquidate close-out and
discontinued Equipment and Products as long as those close-out and discontinued items are
clearly identified as such. Current ordering process and administrative fees apply. Hot List
Pricing must be published and made available to all Participating Entities.
4. PRODUCT AND PRICING CHANGE REQUESTS
Vendor may request Equipment, Product, or Service changes, additions, or deletions at any
time. All requests must be made in writing by submitting a signed Sourcewell Price and Product
Change Request Form to the assigned Sourcewell Contract Administrator. This form is available
from the assigned Sourcewell Contract Administrator. At a minimum, the request must:
Attachment 2
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090320-TTI
Rev. 2/2020 4
x Identify the applicable Sourcewell contract number;
x Clearly specify the requested change;
x Provide sufficient detail to justify the requested change;
x Individually list all Equipment, Products, or Services affected by the requested change,
along with the requested change (e.g., addition, deletion, price change); and
x Include a complete restatement of pricing documentation in Microsoft Excel with the
effective date of the modified pricing, or product addition or deletion. The new pricing
restatement must include all Equipment, Products, and Services offered, even for those
items where pricing remains unchanged.
A fully executed Sourcewell Price and Product Request Form will be become an
amendment to this Contract and be incorporated by reference.
5. PARTICIPATION, CONTRACT ACCESS, AND PARTICIPATING ENTITY REQUIREMENTS
A. PARTICIPATION. Sourcewell’s cooperative contracts are available and open to public and
nonprofit entities across the United States and Canada; such as federal, state/province,
municipal, K-12 and higher education, tribal government, and other public entities.
The benefits of this Contract should be available to all Participating Entities that can legally
access the Equipment, Products, or Services under this Contract. A Participating Entity’s
authority to access this Contract is determined through its cooperative purchasing, interlocal,
or joint powers laws. Any entity accessing benefits of this Contract will be considered a Service
Member of Sourcewell during such time of access. Vendor understands that a Participating
Entity’s use of this Contract is at the Participating Entity’s sole convenience and Participating
Entities reserve the right to obtain like Equipment, Products, or Services from any other source.
Vendor is responsible for familiarizing its sales and service forces with Sourcewell contract use
eligibility requirements and documentation and will encourage potential members to join
Sourcewell. Sourcewell reserves the right to add and remove Participating Entities to its roster
during the term of this Contract.
B. PUBLIC FACILITIES. Vendor’s employees may be required to perform work at government-
owned facilities, including schools. Vendor’s employees and agents must conduct themselves in
a professional manner while on the premises, and in accordance with Participating Entity
policies and procedures, and all applicable laws.
6. PARTICIPATING ENTITY USE AND PURCHASING
A. ORDERS AND PAYMENT. To access the contracted Equipment, Products, or Services under
this Contract, a Participating Entity must clearly indicate to Vendor that it intends to access this
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090320-TTI
Rev. 2/2020 5
Contract; however, order flow and procedure will be developed jointly between Sourcewell and
Vendor. Typically, a Participating Entity will issue an order directly to Vendor. If a Participating
Entity issues a purchase order, it may use its own forms, but the purchase order should clearly
note the applicable Sourcewell contract number. All Participating Entity orders under this
Contract must be issued prior to expiration of this Contract; however, Vendor performance,
Participating Entity payment, and any applicable warranty periods or other Vendor or
Participating Entity obligations may extend beyond the term of this Contract.
Vendor’s acceptable forms of payment are included in Attachment A. Participating Entities will
be solely responsible for payment and Sourcewell will have no liability for any unpaid invoice of
any Participating Entity.
B. ADDITIONAL TERMS AND CONDITIONS/PARTICIPATING ADDENDUM. Additional terms and
conditions to a purchase order may be negotiated between a Participating Entity and Vendor,
such as job or industry-specific requirements, legal requirements (e.g., affirmative action or
immigration status requirements), or specific local policy requirements. Some Participating
Entitles may require the use of a Participating Addendum; the terms of which will be worked
out directly between the Participating Entity and the Vendor. Any negotiated additional terms
and conditions must never be less favorable to the Participating Entity than what is contained in
this Contract. The foreging notwithstanding Vendor may require (i) execution of a software and
services agreement in a form substantially similar to the one included with Vendor’s proposal
and/or (ii) require agreement to terms required by 3rd party product providers.
C. PERFORMANCE BOND. If requested by a Participating Entity, Vendor will provide a
performance bond that meets the requirements set forth in the Participating Entity’s order
subject to Vendor's approval, not to be unreasonably withheld and payment by Participating
Entity of the fee for the performance bond.
D. SPECIALIZED SERVICE REQUIREMENTS. In the event that the Participating Entity requires
service or specialized performance requirements (such as e-commerce specifications,
specialized delivery requirements, or other specifications and requirements) not addressed in
this Contract, the Participating Entity and the Vendor may enter into a separate, standalone
agreement, apart from this Contract. Sourcewell, including its agents and employees, will not
be made a party to a claim for breach of such agreement.
E. TERMINATION OF ORDERS. Participating Entities may terminate an order, in whole or
in part, immediately upon notice to Vendor in the event of any of the following events:
1. The Participating Entity fails to receive funding or appropriation from its governing body
at levels sufficient to pay for the goods to be purchased;
2. Federal, state, or provincial laws or regulations prohibit the purchase or change the
Participating Entity’s requirements; or
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090320-TTI
Rev. 2/2020 6
3. Vendor commits any material breach of this Contract or the additional terms agreed to
between the Vendor and a Participating Entity, subject to the terms of an executed
software and services agreement between the Vendor and the Participating Entity.
F. GOVERNING LAW AND VENUE. The governing law and venue for any action related to a
Participating Entity’s order will be determined by the Participating Entity making the purchase.
7. CUSTOMER SERVICE
A. PRIMARY ACCOUNT REPRESENTATIVE. Vendor will assign an Account Representative to
Sourcewell for this Contract and must provide prompt notice to Sourcewell if that person is
changed. The Account Representative will be responsible for:
x Maintenance and management of this Contract;
x Timely response to all Sourcewell and Participating Entity inquiries; and
x Business reviews to Sourcewell and Participating Entities, if applicable.
B. BUSINESS REVIEWS. Vendor must perform a minimum of one business review with
Sourcewell per contract year. The business review will cover sales to Participating Entities,
pricing and contract terms, administrative fees, supply issues, customer issues, and any other
necessary information.
8. REPORT ON CONTRACT SALES ACTIVITY AND ADMINISTRATIVE FEE PAYMENT
A. CONTRACT SALES ACTIVITY REPORT. Each calendar quarter, Vendor must provide a contract
sales activity report (Report) to the Sourcewell Contract Administrator assigned to this
Contract. A Report must be provided regardless of the number or amount of sales during that
quarter (i.e., if there are no sales, Vendor must submit a report indicating no sales were made).
The Report must contain the following fields:
x Customer Name (e.g., City of Staples Highway Department);
x Customer Physical Street Address;
x Customer City;
x Customer State/Province;
x Customer Zip Code;
x Customer Contact Name;
x Customer Contact Email Address;
x Customer Contact Telephone Number;
x Sourcewell Assigned Entity/Participating Entity Number;
x Item Purchased Description;
x Item Purchased Price;
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090320-TTI
Rev. 2/2020 7
x Sourcewell Administrative Fee Applied; and
x Date Purchase was invoiced/sale was recognized as revenue by Vendor.
B. ADMINISTRATIVE FEE. In consideration for the support and services provided by Sourcewell,
the Vendor will pay an administrative fee to Sourcewell on all Equipment, Products, and
Services provided to Participating Entities. The Administrative Fee must be included in, and not
added to, the pricing. Vendor may not charge Participating Entities more than the contracted
price to offset the Administrative Fee.
The Vendor will submit a check payable to Sourcewell for the percentage of administrative fee
stated in the Proposal multiplied by the total sales of all Equipment, Products, and Services
purchased by Participating Entities under this Contract during each calendar quarter. Payments
should note the Sourcewell-assigned contract number in the memo and must be mailed to the
address above “Attn: Accounts Receivable.” Payments must be received no later than 45
calendar days after the end of each calendar quarter.
Vendor agrees to cooperate with Sourcewell in auditing transactions under this Contract to
ensure that the administrative fee is paid on all items purchased under this Contract.
In the event the Vendor is delinquent in any undisputed administrative fees, Sourcewell
reserves the right to cancel this Contract and reject any proposal submitted by the Vendor in
any subsequent solicitation. In the event this Contract is cancelled by either party prior to the
Contract’s expiration date, the administrative fee payment will be due no more than 30 days
from the cancellation date.
9. AUTHORIZED REPRESENTATIVE
Sourcewell's Authorized Representative is its Chief Procurement Officer.
Vendor’s Authorized Representative is the person named in the Vendor’s Proposal. If Vendor’s
Authorized Representative changes at any time during this Contract, Vendor must promptly
notify Sourcewell in writing.
10. ASSIGNMENT, AMENDMENTS, WAIVER, AND CONTRACT COMPLETE
A. ASSIGNMENT. Neither the Vendor nor Sourcewell may assign or transfer any rights or
obligations under this Contract without the prior consent of the parties and a fully executed
assignment agreement. Such consent will not be unreasonably withheld.
B. AMENDMENTS. Any amendment to this Contract must be in writing and will not be effective
until it has been fully executed by the parties.
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090320-TTI
Rev. 2/2020 8
C. WAIVER. If either party fails to enforce any provision of this Contract, that failure does not
waive the provision or the right to enforce it.
D. CONTRACT COMPLETE. This Contract contains all negotiations and agreements between
Sourcewell and Vendor. No other understanding regarding this Contract, whether written or
oral, may be used to bind either party.
E. RELATIONSHIP OF THE PARTIES. The relationship of the parties is one of independent
contractors, each free to exercise judgment and discretion with regard to the conduct of their
respective businesses. This Contract does not create a partnership, joint venture, or any other
relationship such as master-servant, or principal-agent.
11. LIABILITY
Vendor must indemnify, save, and hold Sourcewell and its Participating Entities, including their
agents and employees, harmless from any claims or causes of action, including attorneys’ fees,
arising out of the performance of this Contract by the Vendor or its agents or employees; this
indemnification includes injury or death to person(s) or property alleged to have been caused
by some defect in the Equipment, Products, or Services under this Contract to the extent the
Equipment, Product, or Service has been used according to its specifications.
12. AUDITS
Sourcewell reserves the right to review the books, records, documents, and accounting
procedures and practices of the Vendor relevant to this Contract for a minimum of 6 years from
the end of this Contract. This clause extends to Participating Entities as it relates to business
conducted by that Participating Entity under this Contract.
13. GOVERNMENT DATA PRACTICES
Vendor and Sourcewell must comply with the Minnesota Government Data Practices Act,
Minnesota Statutes Chapter 13, as it applies to all data provided by or provided to Sourcewell
under this Contract and as it applies to all data created, collected, received, stored, used,
maintained, or disseminated by the Vendor under this Contract. Sourcewell and Vendor
acknowledge that compliance with the Minnesota Government Data Practices Act extends only
to that data to which the Act applies.
If the Vendor receives a request to release the data referred to in this article, the Vendor must
comply with the Minnesota Government Data Practices Act, including any appropriate notice to
Sourcewell. In such event, Sourcewell will assist with how the Vendor should respond to the
request.
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090320-TTI
Rev. 2/2020 9
14. INDEMNIFICATION
Vendor will defend, indemnify, and hold harmless Sourcewell and/or a Participating Entity from
third-party claims that the Vendor’s software and/or documentation infringes that third party’s
patent, copyright, or trademark, or misappropriates its trade secrets and will pay the amount of
any resulting adverse final judgment (or settlement to which Vendor consents). Sourcewell or a
Participating Entity must notify Vendor promptly in writing of the claim and give Vendor sole
control over its defense or settlement. Sourcewell or a Participating Entity agree to provide
reasonable assistance, cooperation, and information in defending the claim at Vendor’s
expense. If an infringement or misappropriation claim is fully litigated and Sourcewell or a
Participating Entity’s use of Vendor’s Software is enjoined by a court of competent jurisdiction,
in addition to paying any adverse final judgment (or settlement to which Vendor consents)
Vendor will, at Vendor’s option either: (a) procure the right to continue its use; (b) modify it to
make it non-infringing; or (c) replace it with a functional equivalent.
15. INTELLECTUAL PROPERTY, PUBLICITY, MARKETING, AND ENDORSEMENT
A. INTELLECTUAL PROPERTY
1.Grant of License. During the term of this Contract:
a. Sourcewell grants to Vendor a royalty-free, worldwide, non-exclusive right and
license to use theTrademark(s) provided to Vendor by Sourcewell in advertising and
promotional materials for the purpose of marketing Sourcewell’s relationship with
Vendor.
b. Vendor grants to Sourcewell a royalty-free, worldwide, non-exclusive right and
license to use Vendor’s Trademarks in advertising and promotional materials for the
purpose of marketing Vendor’s relationship with Sourcewell.
2.Limited Right of Sublicense. The right and license granted herein includes a limited right
of each party to grant sublicenses to its and their respective distributors, marketing
representatives, and agents (collectively “Permitted Sublicensees”) in advertising and
promotional materials for the purpose of marketing the Parties’ relationship to Participating
Entities. Any sublicense granted will be subject to the terms and conditions of this Article.
Each party will be responsible for any breach of this Article by any of their respective
sublicensees.
3.Use; Quality Control.
a. Sourcewell must not alter Vendor’s Trademarks from the form provided by
Vendor and must comply with Vendor’s removal requests as to specific uses of its
trademarks or logos.
b. Vendor must not alter Sourcewell’s Trademarks from the form provided by
Sourcewell and must comply with Sourcewell’s removal requests as to specific uses
of its trademarks or logos.
c. Each party agrees to use, and to cause its Permitted Sublicensees to use, the
other party’s Trademarks only in good faith and in a dignified manner consistent
with such party’s use of the Trademarks. Upon written notice to the breaching party,
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the breaching party has 30 days of the date of the written notice to cure the breach
or the license will be terminated.
4. Termination. Upon the termination of this Contract for any reason, each party, including
Permitted Sublicensees, will have 30 days to remove all Trademarks from signage, websites,
and the like bearing the other party’s name or logo (excepting Sourcewell’s pre-printed
catalog of vendors which may be used until the next printing). Vendor must return all
marketing and promotional materials, including signage, provided by Sourcewell, or dispose
of it according to Sourcewell’s written directions.
B. PUBLICITY. Any publicity regarding the subject matter of this Contract must not be released
without prior written approval from the Authorized Representatives. Publicity includes notices,
informational pamphlets, press releases, research, reports, signs, and similar public notices
prepared by or for the Vendor individually or jointly with others, or any subcontractors, with
respect to the program, publications, or services provided resulting from this Contract.
C. MARKETING. Any direct advertising, marketing, or offers with Participating Entities must be
approved by Sourcewell. Materials should be sent to the Sourcewell Contract Administrator
assigned to this Contract.
D. ENDORSEMENT. The Vendor must not claim that Sourcewell endorses its Equipment,
Products, or Services.
16. GOVERNING LAW, JURISDICTION, AND VENUE
Minnesota law governs this Contract. Venue for all legal proceedings out of this Contract, or its
breach, must be in the appropriate state court in Todd County or federal court in Fergus Falls,
Minnesota.
17. FORCE MAJEURE
Neither party to this Contract will be held responsible for delay or default caused by acts of God
or other conditions that are beyond that party’s reasonable control. A party defaulting under
this provision must provide the other party prompt written notice of the default.
18. SEVERABILITY
If any provision of this Contract is found to be illegal, unenforceable, or void then both
Sourcewell and Vendor will be relieved of all obligations arising under such provisions. If the
remainder of this Contract is capable of performance, it will not be affected by such declaration
or finding and must be fully performed.
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19. PERFORMANCE, DEFAULT, AND REMEDIES
A. PERFORMANCE. During the term of this Contract, the parties will monitor performance and
address unresolved contract issues as follows:
1.Notification. The parties must promptly notify each other of any known dispute and
work in good faith to resolve such dispute within a reasonable period of time. If necessary,
Sourcewell and the Vendor will jointly develop a short briefing document that describes the
issue(s), relevant impact, and positions of both parties.
2.Escalation. If parties are unable to resolve the issue in a timely manner, as specified
above, either Sourcewell or Vendor may escalate the resolution of the issue to a higher
level of management. The Vendor will have 30 calendar days to cure an outstanding issue.
3.Performance while Dispute is Pending. Notwithstanding the existence of a dispute, the
Vendor must continue without delay to carry out all of its responsibilities under the
Contract that are not affected by the dispute.
B. DEFAULT AND REMEDIES. Either of the following constitutes cause to declare this Contract,
or any Participating Entity order under this Contract, in default:
1. Nonperformance of contractual requirements, or
2. A material breach of any term or condition of this Contract.
Written notice of default and a reasonable opportunity to cure must be issued by the party
claiming default. Time allowed for cure will not diminish or eliminate any liability for liquidated
or other damages. If the default remains after the opportunity for cure, the non-defaulting
party may:
x Exercise any remedy provided by law or equity, or
x Terminate the Contract or any portion thereof, including any orders issued against the
Contract.
20. INSURANCE
A. REQUIREMENTS. At its own expense, Vendor must maintain insurance policy(ies) in effect at
all times during the performance of this Contract with insurance company(ies) licensed or
authorized to do business in the State of Minnesota having an “AM BEST” rating of A- or better,
with coverage and limits of insurance not less than the following:
1.Workers’ Compensation and Employer’s Liability.
Workers’ Compensation: As required by any applicable law or regulation.
Employer's Liability Insurance: must be provided in amounts not less than listed below:
Minimum limits:
$500,000 each accident for bodily injury by accident
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$500,000 policy limit for bodily injury by disease
$500,000 each employee for bodily injury by disease
2.Commercial General Liability Insurance. Vendor will maintain insurance covering
its operations, with coverage on an occurrence basis, and must be subject to terms no
less broad than the Insurance Services Office (“ISO”) Commercial General Liability Form
CG0001 (2001 or newer edition), or equivalent. At a minimum, coverage must include
liability arising from premises, operations, bodily injury and property damage,
independent contractors, products-completed operations including construction defect,
contractual liability, blanket contractual liability, and personal injury and advertising
injury. All required limits, terms and conditions of coverage must be maintained during
the term of this Contract.
Minimum Limits:
$1,000,000 each occurrence Bodily Injury and Property Damage
$1,000,000 Personal and Advertising Injury
$2,000,000 aggregate for Products-Completed operations
$2,000,000 general aggregate
3.Commercial Automobile Liability Insurance. During the term of this Contract,
Vendor will maintain insurance covering all owned, hired, and non-owned automobiles
in limits of liability not less than indicated below. The coverage must be subject to terms
no less broad than ISO Business Auto Coverage Form CA 0001 (2010 edition or newer),
or equivalent.
Minimum Limits:
$1,000,000 each accident, combined single limit
4.Umbrella Insurance. During the term of this Contract, Vendor will maintain
umbrella coverage over Workers’ Compensation, Commercial General Liability, and
Commercial Automobile.
Minimum Limits:
$2,000,000
5.Professional/Technical, Errors and Omissions, and/or Miscellaneous Professional
Liability. During the term of this Contract, Vendor will maintain coverage for all claims
the Vendor may become legally obligated to pay resulting from any actual or alleged
negligent act, error, or omission related to Vendor’s professional services required
under this Contract.
Minimum Limits:
$2,000,000 per claim or event
$2,000,000 – annual aggregate
6.Network Security and Privacy Liability Insurance. During the term of this
Contract, Vendor will maintain coverage for network security and privacy liability. The
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coverage may be endorsed on another form of liability coverage or written on a
standalone policy. The insurance must cover claims which may arise from failure of
Vendor’s security resulting in, but not limited to, computer attacks, unauthorized
access, disclosure of not public data – including but not limited to, confidential or
private information, transmission of a computer virus, or denial of service.
Minimum limits:
$2,000,000 per occurrence
$2,000,000 annual aggregate
Failure of Vendor to maintain the required insurance will constitute a material breach entitling
Sourcewell to immediately terminate this Contract for default.
B. CERTIFICATES OF INSURANCE. Prior to commencing under this Contract, Vendor must furnish
to Sourcewell a certificate of insurance, as evidence of the insurance required under this
Contract. Prior to expiration of the policy(ies), renewal certificates must be mailed to
Sourcewell, 202 12th Street Northeast, P.O. Box 219, Staples, MN 56479 or sent to the
Sourcewell Contract Administrator assigned to this Contract. The certificates must be signed by
a person authorized by the insurer(s) to bind coverage on their behalf. Vendor must provide 30
days notice of any change in insurance coverage at variance with the contract requirements
and promptly remedy any such variance.
Failure to request certificates of insurance by Sourcewell, or failure of Vendor to provide
certificates of insurance, in no way limits or relieves Vendor of its duties and responsibilities in
this Contract.
C. ADDITIONAL INSURED ENDORSEMENT AND PRIMARY AND NON-CONTRIBUTORY
INSURANCE CLAUSE. Vendor agrees to list Sourcewell and its Participating Entities, including
their officers, agents, and employees, as an additional insured under the Vendor’s commercial
general liability insurance policy with respect to liability arising out of activities, “operations,” or
“work” performed by or on behalf of Vendor, and products and completed operations of
Vendor. The policy provision(s) or endorsement(s) must further provide that coverage is
primary and not excess over or contributory with any other valid, applicable, and collectible
insurance or self-insurance in force for the additional insureds.
D. WAIVER OF SUBROGATION. Vendor waives and must require (by endorsement or
otherwise) all its insurers to waive subrogation rights against Sourcewell and other additional
insureds for losses paid under the insurance policies required by this Contract or other
insurance applicable to the Vendor or its subcontractors. The waiver must apply to all
deductibles and/or self-insured retentions applicable to the required or any other insurance
maintained by the Vendor or its subcontractors. Where permitted by law, Vendor must require
similar written express waivers of subrogation and insurance clauses from each of its
subcontractors.
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E. UMBRELLA/EXCESS LIABILITY. The limits required by this Contract can be met by either
providing a primary policy or in combination with umbrella/excess liability policy(ies), or self-
insured retention.
21. COMPLIANCE
A. LAWS AND REGULATIONS. All Equipment, Products, or Services provided under this
Contract must comply fully with applicable federal laws and regulations, and with the laws in
the states and provinces in which the Equipment, Products, or Services are sold.
B. LICENSES. Vendor must maintain a valid and current status on all required federal,
state/provincial, and local licenses, bonds, and permits required for the operation of the
business that the Vendor conducts with Sourcewell and Participating Entities.
22. BANKRUPTCY, DEBARMENT, OR SUSPENSION CERTIFICATION
Vendor certifies and warrants that it is not in bankruptcy or that it has previously disclosed in
writing certain information to Sourcewell related to bankruptcy actions. If at any time during
this Contract Vendor declares bankruptcy, Vendor must immediately notify Sourcewell in
writing.
Vendor certifies and warrants that neither it nor its principals are presently debarred,
suspended, proposed for debarment, declared ineligible, or voluntarily excluded from programs
operated by the State of Minnesota; the United States federal government or the Canadian
government, as applicable; or any Participating Entity. Vendor certifies and warrants that
neither it nor its principals have been convicted of a criminal offense related to the subject
matter of this Contract. Vendor further warrants that it will provide immediate written notice
to Sourcewell if this certification changes at any time.
23. PROVISIONS FOR NON-UNITED STATES FEDERAL ENTITY PROCUREMENTS UNDER
UNITED STATES FEDERAL AWARDS OR OTHER AWARDS
Participating Entities that use United States federal grant or FEMA funds to purchase goods or
services from this Contract may be subject to additional requirements including the
procurement standards of the Uniform Administrative Requirements, Cost Principles and Audit
Requirements for Federal Awards, 2 C.F.R. § 200. Participating Entities may also require
additional requirements based on specific funding specifications. Within this Article, all
references to “federal” should be interpreted to mean the United States federal government.
The following list only applies when a Participating Entity accesses Vendor’s Equipment,
Products, or Services with United States federal funds.
A. EQUAL EMPLOYMENT OPPORTUNITY. Except as otherwise provided under 41 C.F.R. § 60, all
contracts that meet the definition of “federally assisted construction contract” in 41 C.F.R. § 60-
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1.3 must include the equal opportunity clause provided under 41 C.F.R. §60-1.4(b), in
accordance with Executive Order 11246, “Equal Employment Opportunity” (30 FR 12319,
12935, 3 C.F.R. §, 1964-1965 Comp., p. 339), as amended by Executive Order 11375, “Amending
Executive Order 11246 Relating to Equal Employment Opportunity,” and implementing
regulations at 41 C.F.R. § 60, “Office of Federal Contract Compliance Programs, Equal
Employment Opportunity, Department of Labor.” The equal opportunity clause is incorporated
herein by reference.
B. DAVIS-BACON ACT, AS AMENDED (40 U.S.C. § 3141-3148). When required by federal
program legislation, all prime construction contracts in excess of $2,000 awarded by non-
federal entities must include a provision for compliance with the Davis-Bacon Act (40 U.S.C. §
3141-3144, and 3146-3148) as supplemented by Department of Labor regulations (29 C.F.R. § 5,
“Labor Standards Provisions Applicable to Contracts Covering Federally Financed and Assisted
Construction”). In accordance with the statute, contractors must be required to pay wages to
laborers and mechanics at a rate not less than the prevailing wages specified in a wage
determination made by the Secretary of Labor. In addition, contractors must be required to pay
wages not less than once a week. The non-federal entity must place a copy of the current
prevailing wage determination issued by the Department of Labor in each solicitation. The
decision to award a contract or subcontract must be conditioned upon the acceptance of the
wage determination. The non-federal entity must report all suspected or reported violations to
the federal awarding agency. The contracts must also include a provision for compliance with
the Copeland “Anti-Kickback” Act (40 U.S.C. § 3145), as supplemented by Department of Labor
regulations (29 C.F.R. § 3, “Contractors and Subcontractors on Public Building or Public Work
Financed in Whole or in Part by Loans or Grants from the United States”). The Act provides that
each contractor or subrecipient must be prohibited from inducing, by any means, any person
employed in the construction, completion, or repair of public work, to give up any part of the
compensation to which he or she is otherwise entitled. The non-federal entity must report
all suspected or reported violations to the federal awarding agency. Vendor must be in
compliance with all applicable Davis-Bacon Act provisions.
C. CONTRACT WORK HOURS AND SAFETY STANDARDS ACT (40 U.S.C. § 3701-3708). Where
applicable, all contracts awarded by the non-federal entity in excess of $100,000 that involve
the employment of mechanics or laborers must include a provision for compliance with 40
U.S.C. §§ 3702 and 3704, as supplemented by Department of Labor regulations (29 C.F.R. § 5).
Under 40 U.S.C. § 3702 of the Act, each contractor must be required to compute the wages of
every mechanic and laborer on the basis of a standard work week of 40 hours. Work in excess
of the standard work week is permissible provided that the worker is compensated at a rate of
not less than one and a half times the basic rate of pay for all hours worked in excess of 40
hours in the work week. The requirements of 40 U.S.C. § 3704 are applicable to construction
work and provide that no laborer or mechanic must be required to work in surroundings or
under working conditions which are unsanitary, hazardous or dangerous. These requirements
do not apply to the purchases of supplies or materials or articles ordinarily available on the
open market, or contracts for transportation or transmission of intelligence. This provision is
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090320-TTI
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hereby incorporated by reference into this Contract. Vendor certifies that during the term of an
award for all contracts by Sourcewell resulting from this procurement process, Vendor must
comply with applicable requirements as referenced above.
D. RIGHTS TO INVENTIONS MADE UNDER A CONTRACT OR AGREEMENT. If the federal award
meets the definition of “funding agreement” under 37 C.F.R. § 401.2(a) and the recipient or
subrecipient wishes to enter into a contract with a small business firm or nonprofit organization
regarding the substitution of parties, assignment or performance of experimental,
developmental, or research work under that “funding agreement,” the recipient or subrecipient
must comply with the requirements of 37 C.F.R. § 401, “Rights to Inventions Made by Nonprofit
Organizations and Small Business Firms Under Government Grants, Contracts and Cooperative
Agreements,” and any implementing regulations issued by the awarding agency. Vendor
certifies that during the term of an award for all contracts by Sourcewell resulting from this
procurement process, Vendor must comply with applicable requirements as referenced above.
E. CLEAN AIR ACT (42 U.S.C. § 7401-7671Q.) AND THE FEDERAL WATER POLLUTION CONTROL
ACT (33 U.S.C. § 1251-1387). Contracts and subgrants of amounts in excess of $150,000 require
the non-federal award to agree to comply with all applicable standards, orders or regulations
issued pursuant to the Clean Air Act (42 U.S.C. § 7401- 7671q) and the Federal Water Pollution
Control Act as amended (33 U.S.C. § 1251- 1387). Violations must be reported to the Federal
awarding agency and the Regional Office of the Environmental Protection Agency (EPA). Vendor
certifies that during the term of this Contract will comply with applicable requirements as
referenced above.
F. DEBARMENT AND SUSPENSION (EXECUTIVE ORDERS 12549 AND 12689). A contract award
(see 2 C.F.R. § 180.220) must not be made to parties listed on the government wide exclusions
in the System for Award Management (SAM), in accordance with the OMB guidelines at 2 C.F.R.
§180 that implement Executive Orders 12549 (3 C.F.R. § 1986 Comp., p. 189) and 12689 (3
C.F.R. § 1989 Comp., p. 235), “Debarment and Suspension.” SAM Exclusions contains the names
of parties debarred, suspended, or otherwise excluded by agencies, as well as parties declared
ineligible under statutory or regulatory authority other than Executive Order 12549. Vendor
certifies that neither it nor its principals are presently debarred, suspended, proposed for
debarment, declared ineligible, or voluntarily excluded from participation by any federal
department or agency.
G. BYRD ANTI-LOBBYING AMENDMENT, AS AMENDED (31 U.S.C. § 1352). Vendors must file
any required certifications. Vendors must not have used federal appropriated funds to pay any
person or organization for influencing or attempting to influence an officer or employee of any
agency, a member of Congress, officer or employee of Congress, or an employee of a member
of Congress in connection with obtaining any federal contract, grant, or any other award
covered by 31 U.S.C. § 1352. Vendors must disclose any lobbying with non-federal funds that
takes place in connection with obtaining any federal award. Such disclosures are forwarded
from tier to tier up to the non-federal award. Vendors must file all certifications and disclosures
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required by, and otherwise comply with, the Byrd Anti-Lobbying Amendment (31 U.S.C. §
1352).
H. RECORD RETENTION REQUIREMENTS. To the extent applicable, Vendor must comply with
the record retention requirements detailed in 2 C.F.R. § 200.333. The Vendor further certifies
that it will retain all records as required by 2 C.F.R. § 200.333 for a period of 3 years after
grantees or subgrantees submit final expenditure reports or quarterly or annual financial
reports, as applicable, and all other pending matters are closed.
I. ENERGY POLICY AND CONSERVATION ACT COMPLIANCE. To the extent applicable, Vendor
must comply with the mandatory standards and policies relating to energy efficiency which are
contained in the state energy conservation plan issued in compliance with the Energy Policy
and Conservation Act.
J. BUY AMERICAN PROVISIONS COMPLIANCE. To the extent applicable, Vendor must comply
with all applicable provisions of the Buy American Act. Purchases made in accordance with the
Buy American Act must follow the applicable procurement rules calling for free and open
competition.
K. ACCESS TO RECORDS (2 C.F.R. § 200.336). Vendor agrees that duly authorized
representatives of a federal agency must have access to any books, documents, papers and
records of Vendor that are directly pertinent to Vendor’s discharge of its obligations under this
Contract for the purpose of making audits, examinations, excerpts, and transcriptions. The right
also includes timely and reasonable access to Vendor’s personnel for the purpose of interview
and discussion relating to such documents.
L. PROCUREMENT OF RECOVERED MATERIALS (2 C.F.R. § 200.322). A non-federal entity that is
a state agency or agency of a political subdivision of a state and its contractors must comply
with Section 6002 of the Solid Waste Disposal Act, as amended by the Resource Conservation
and Recovery Act. The requirements of Section 6002 include procuring only items designated in
guidelines of the Environmental Protection Agency (EPA) at 40 C.F.R. § 247 that contain the
highest percentage of recovered materials practicable, consistent with maintaining a
satisfactory level of competition, where the purchase price of the item exceeds $10,000 or the
value of the quantity acquired during the preceding fiscal year exceeded $10,000; procuring
solid waste management services in a manner that maximizes energy and resource recovery;
and establishing an affirmative procurement program for procurement of recovered materials
identified in the EPA guidelines.
24. CANCELLATION
Sourcewell or Vendor may cancel this Contract at any time, with or without cause, upon 60
days’ written notice to the other party. However, Sourcewell may cancel this Contract
immediately upon discovery of a material defect in any certification made in Vendor’s Proposal.
Attachment 2
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090320-TTI
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Cancellation of this Contract does not relieve either party of financial, product, or service
obligations incurred or accrued prior to cancellation.
Sourcewell Tyler Technologies
By: __________________________ By: __________________________
Jeremy Schwartz Andrea Fravert
Title: Director of Operations &
Procurement/CPO
Title: Director of Legal Affairs
Date: ________________________
Date: ________________________
Approved:
By: __________________________
Chad Coauette
Title: Executive Director/CEO
Date: ________________________
Attachment 2
Page 18 of 47
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Bid Number: RFP 090320 Vendor Name: Tyler Technologies
Attachment 2
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Bid Number: RFP 090320 Vendor Name: Tyler Technologies
Attachment 2
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Bid Number: RFP 090320 Vendor Name: Tyler Technologies
Attachment 2
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Bid Number: RFP 090320 Vendor Name: Tyler Technologies
Attachment 2
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Bid Number: RFP 090320 Vendor Name: Tyler Technologies
81 Identify any mobile applications available
for your offered solutions, if applicable.
Tyler provides web-based platform agnostic solutions, offering end-users with on-the-go
access from virtually anywhere. Responsive web applications automatically orient
screen layout for optimal user experience, whether accessed from a desktop monitor
or mobile device. Tyler also offers a variety of native mobile apps to better leverage
device resources such as GPS or camera and integrated store-and-forward
functionality allow using apps without a data connection and automatically syncs when
back online.
*
Exceptions to Terms, Conditions, or Specifications Form
Only those Proposer Exceptions to Terms, Conditions, or Specifications that have been accepted by Sourcewell have been
incorporated into the contract text.
Documents
Ensure your submission document(s) conforms to the following:
1. Documents in PDF format are preferred. Documents in Word, Excel, or compatible formats may also be provided.
2. Documents should NOT have a security password, as Sourcewell may not be able to open the file. It is your sole responsibility to
ensure that the uploaded document(s) are not either defective, corrupted or blank and that the documents can be opened and viewed by
Sourcewell.
3. Sourcewell may reject any response where any document(s) cannot be opened and viewed by Sourcewell.
4. If you need to upload more than one (1) document for a single item, you should combine the documents into one zipped file. If the
zipped file contains more than one (1) document, ensure each document is named, in relation to the submission format item responding
to. For example, if responding to the Marketing Plan category save the document as "Marketing Plan."
Financial Strength and Stability - Tyler Technologies - 2019 Annual Report.pdf - Thursday September 03, 2020 13:58:23
Marketing Plan/Samples - Tyler Technologies Product Brochures.pdf - Thursday September 03, 2020 15:09:07
WMBE/MBE/SBE or Related Certificates - Enterprise_Group_Form_Contract_-_3Q19.pdf - Thursday September 03, 2020 15:21:18
Warranty Information - Enterprise_Group_Form_Contract_-_SAAS_-_4Q19.pdf - Thursday September 03, 2020 15:21:25
Pricing - Tyler Technologies _Sourcewell Pricing_Discount Summary.pdf - Thursday September 03, 2020 15:10:41
Additional Document - 2020 NWPS Pricebook Revision 1 081720.pdf - Thursday September 03, 2020 15:12:07
Attachment 2
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Bid Number: RFP 090320 Vendor Name: Tyler Technologies
Attachment 2
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Bid Number: RFP 090320 Vendor Name: Tyler Technologies
Attachment 2
Page 47 of 47