HomeMy WebLinkAboutContract CAG-19-074
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AGREEMENT FOR CITIZEN REQUEST MANAGEMENT SOFTWARE
THIS AGREEMENT, dated 3 LSp 2019, is by and between the City of Renton (the "City"), a
Washington municipal corpora on, and SeeClickFix, Inc. ("Consultant" or "SeeClickFix"), a Delaware
Corporation.The City and the Consultant are referred to collectively in this Agreement as the "Parties."
Once fully executed by the Parties,this Agreement is effective as of the last date signed by both parties.
1. Scope of Work:Consultant agrees to provide Citizen Request Management(CRM) software and
related services in response to the City's Request for Proposal (RFP), attached in Exhibit A, and
as specified in the Scope of Work (attached as Exhibit B), Fee Payment Schedule (attached as
Exhibit C), Maintenance and Support Agreement(attached as Exhibit 0). Pages 15-38 of Exhibit
A (Consultant's proposal in response to the RFP), and Exhibits B, C, and 0 are incorporated
herein and may hereinafter be collectively referred to as the"Work." Where a term in Exhibit B,
C, or D conflicts with the Consultant's proposal in Exhibit A,the term in Exhibit B, C, or D shall
prevail.
2. Changes in Scope of Work:The City,without invalidating this Agreement,may order changes to
the Work consisting of additions,deletions or modifications.Any such changes to the Work shall
be mutually agreed on by both Parties and ordered by the City in writing and the Compensation
shall be equitably adjusted consistent with the rates set forth in Exhibit A and as mutually
agreed by the Parties.
3. Time of Performance:Consultant shall commence performance of Work upon the effective date
of this Agreement. Consultant shall accomplish the September 3, 2019 milestone set forth in
Exhibit B;if the milestone is not met by that date Consultant shall provide the discount set forth
in Exhibit B. The initial term of performance for this Agreement is twelve(12) months covering
implementation services and one(1)year of annual product subscription fees.
4. Compensation:
A. Amount. Total compensation to Consultant for Work provided pursuant to this Agreement
shall not exceed $12,500 (twelve thousand five hundred dollars) for the "Implementation
Services" identified in Exhibit B, plus$36,090 for each 12-month period of"Annual Product
Subscription Fees" identifed in Exhibit B. Compensation shall be paid based upon Work
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actually performed according to the rate(s) or amounts specified in Exhibits B and C. The
Consultant agrees that rates and fees charged by it for its Work shall remain locked at the
negotiated rate(s) for five (5) years unless otherwise agreed to in writing. The Consultant
reserves the right to increase the Annual Product Subscription Fees by up to 3% per year
after the fifth (5th) full year upon notification to the City. The City shall be responsible for
the payment of any applicable state and local sales tax.
B. Method of Payment.
(1) As set forth in Exhibit C,the City's payment for the Implementation Services portion of
the Work shall be made in two(2)separate payments,each one upon the City's completion
and submittal of Acceptance Form A and Acceptance Form B.
(2)The City's payment of the Annual Product Subscription Fees portion of the Work shall be
made as follows:
a. For the first year: The City shall make its payment upon the effective date of
this Agreement as set forth in Exhibit C.
b. For the second year and each year following: No less than forty-five (45)
calendar days in advance of the anniversary of the Agreement's effective date, the
Consultant shall submit a voucher or invoice in a form acceptable to the City for the
annual product subscription fees for the following 12-month period, and the City shall
make its payment on or before the anniversary of the Agreement's effective date.
C. Effect of Payment. Payment for any part of the Work shall not constitute a waiver by the
City of any remedies it may have against the Consultant for failure of the Consultant to
perform the Work or for any breach of this Agreement by the Consultant.
D. Non-Appropriation of Funds. If sufficient funds are not appropriated or allocated for
payment under this Agreement for any future fiscal period,the City shall not be obligated to
make payments for Work or amounts incurred after the end of the current fiscal period,and
this Agreement will terminate upon the completion of all remaining Work for which funds
are allocated. No penalty or expense shall accrue to the City in the event this provision
applies.
5. Termination:
A. During the Implementation Services portion of the Work, the City reserves the right to
terminate this Agreement at any time,with or without cause by giving no less than ten(10)
calendar days'notice to the Consultant in writing.
B. After the Implementation Services portion of the Work is completed,the City reserves the
right to terminate this Agreement with or without cause by giving notice to the Consultant
in writing no less than ninety (90) calendar days before the next anniversary of the
Agreement's effective date.
C. In the event this Agreement is terminated by the City, (1) all finished or unfinished
documents, data, studies, worksheets, models and reports, or other material prepared by
the Consultant pursuant to this Agreement shall be submitted to the City, if any are
required as part of the Work and (2) the Consultant shall be entitled to payment for all
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Work completed prior to termination, less all payments previously made. If the Agreement
is terminated by the City after partial performance of Work for which the agreed
compensation is a fixed fee,the City shall pay the Consultant an equitable share of the fixed
fee.This provision shall not prevent the City from seeking any legal remedies it may have for
the violation or nonperformance of any of the provisions of this Agreement and such
charges due to the City shall be deducted from the final payment due the Consultant. No
payment shall be made by the City for any expenses incurred or work done following the
effective date of termination unless authorized in advance in writing by the City.
D. Access to Customer Data. Within 30 days after the effective date of termination or
expiration of this Agreement,the Consultant shall make available to the City a download file
of the previous 36 months of customer data in a commercially reasonable standard (such as
a comma separated value (.csv) or extensible markup language (.xml) format), along with
attachments in their native format as stored in the Consultant's platform. Upon delivery of
the customer data download file,the Consultant may request the City pay the Consultant a
reasonable fee based upon Consultant's time required to make available the customer data
for download.
6. Warranties And Right To Use Work Product: Consultant represents and warrants that
Consultant will perform all Work identified in this Agreement in a professional and workmanlike
manner and in accordance with all reasonable and professional standards and laws.Compliance
with professional standards includes, as applicable, performing the Work in compliance with
applicable City standards or guidelines (e.g. design criteria and Standard Plans for Road, Bridge
and Municipal Construction). Professional engineers shall certify engineering plans,
specifications, plats, and reports, as applicable, pursuant to RCW 18.43.070. Consultant further
represents and warrants that all final work product created for and delivered to the City
pursuant to this Agreement shall be the original work of the Consultant and free from any
intellectual property encumbrance which would restrict the City from using the work product.
Consultant grants to the City a non-exclusive right and license to use and display all final work
product produced pursuant to this Agreement.The City's or other's adaptation, modification or
use of the final work products other than for the purposes of this Agreement shall be without
liability to the Consultant. The provisions of this section shall survive the expiration or
termination of this Agreement.
7. Record Maintenance: The Consultant shall maintain accounts and records, which properly
reflect all direct and indirect costs expended and Work provided in the performance of this
Agreement and retain such records for as long as may be required by applicable Washington
State records retention laws, but in any event no less than six years after the termination of this
Agreement.The Consultant agrees to provide access to and copies of any records related to this
Agreement as required by the City to audit expenditures and charges and/or to comply with the
Washington State Public Records Act (Chapter 42.56 RCW). The provisions of this section shall
survive the expiration or termination of this Agreement.
8. Public Records Compliance:To the full extent the City determines necessary to comply with the
Washington State Public Records Act, Consultant shall make a due diligent search of all records
in its possession or control relating to this Agreement and the Work, including, but not limited
to, e-mail, correspondence, notes, saved telephone messages, recordings, photos, or drawings
and provide them to the City for production. In the event Consultant believes said records need
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to be protected from disclosure, it may, at Consultant's own expense, seek judicial protection.
Consultant shall indemnify, defend, and hold harmless the City for all costs, including attorneys'
fees, attendant to any claim or litigation related to a Public Records Act request for which
Consultant has responsive records and for which Consultant has withheld records or information
contained therein, or not provided them to the City in a timely manner. Consultant shall
produce for distribution any and all records responsive to the Public Records Act request in a
timely manner, unless those records are protected by court order.The provisions of this section
shall survive the expiration or termination of this Agreement.
9. Independent Contractor Relationship:
A. The Consultant is retained by the City only for the purposes and to the extent set forth in
this Agreement.The nature of the relationship between the Consultant and the City during
the period of the Work shall be that of an independent contractor, not employee. The
Consultant, not the City, shall have the power to control and direct the details, manner or
means of Work. Specifically, but not by means of limitation, the Consultant shall have no
obligation to work any particular hours or particular schedule, unless otherwise indicated in
the Scope of Work or where scheduling of attendance or performance is mutually arranged
due to the nature of the Work. Consultant shall retain the right to designate the means of
performing the Work covered by this agreement, and the Consultant shall be entitled to
employ other workers at such compensation and such other conditions as it may deem
proper, provided, however,that any contract so made by the Consultant is to be paid by it
alone,and that employing such workers, it is acting individually and not as an agent for the
City.
B. The City shall not be responsible for withholding or otherwise deducting federal income tax
or Social Security or contributing to the State Industrial Insurance Program, or otherwise
assuming the duties of an employer with respect to Consultant or any employee of the
Consultant.
C. If the Consultant is a sole proprietorship or if this Agreement is with an individual, the
Consultant agrees to notify the City and complete any required form if the Consultant
retired under a State of Washington retirement system and agrees to indemnify any losses
the City may sustain through the Consultant's failure to do so.
10. Hold Harmless: The Consultant agrees to release, indemnify, defend, and hold harmless the
City, elected officials, employees, officers, representatives, and volunteers from any and all
claims, demands, actions, suits, causes of action, arbitrations, mediations, proceedings,
judgments, awards, injuries, damages, liabilities, taxes, losses, fines, fees, penalties, expenses,
attorney's or attorneys' fees, costs, and/or litigation expenses to or by any and all persons or
entities, arising from, resulting from,or related to the negligent acts,errors or omissions of the
Consultant in its performance of this Agreement or a breach of this Agreement by Consultant,
except for that portion of the claims caused by the City's negligence.
Should a court of competent jurisdiction determine that this agreement is subject to RCW
4.24.115, (Validity of agreement to indemnify against liability for negligence relative to
construction, alteration, improvement, etc., of structure or improvement attached to real
estate...) then, in the event of liability for damages arising out of bodily injury to persons or
damages to property caused by or resulting from the concurrent negligence of the Consultant
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and the City, its officers, officials, employees and volunteers, Consultant's liability shall be only
to the extent of Consultant's negligence.
it is further specifically and expressly understood that the indemnification provided in this
Agreement constitute Consultant's waiver of immunity under the Industrial Insurance Act, RCW
Title 51, solely for the purposes of this indemnification. The Parties have mutually negotiated
and agreed to this waiver. The provisions of this section shall survive the expiration or
termination of this Agreement.
11. Gifts and Conflicts:The City's Code of Ethics and Washington State law prohibit City employees
from soliciting, accepting, or receiving any gift, gratuity or favor from any person, firm or
corporation involved in a contract or transaction.To ensure compliance with the City's Code of
Ethics and state law, the Consultant shall not give a gift of any kind to City employees or
officials. Consultant also confirms that Consultant does not have a business interest or a close
family relationship with any City officer or employee who was, is,or will be involved in selecting
( the Consultant, negotiating or administering this Agreement, or evaluating the Consultant's
performance of the Work.
12. City of Renton Business License: If during the term of this Agreement the Consultant has a
physical presence in the City,the Consultant shall obtain a City of Renton Business License prior
to performing any Work and maintain the business license in good standing throughout the
term of this agreement with the City.
Information regarding acquiring a city business license can be found at:
http://www.rentonwa.gov/cros/One.aspx?porta l ld=7922741&pageld=9824882
information regarding State business licensing requirements can be found at:
http://dor.wa ov doin -business/register-my-business
13. Insurance:Consultant shall secure and maintain:
A. Commercial general liability insurance in the minimum amounts of $1,000,000 for each
occurrence/$2,000,000 aggregate for the Term of this Agreement.
B. In the event that Work delivered pursuant to this Agreement either directly or indirectly
involve or require Professional Services, Professional Liability, Errors and Omissions
coverage shall be provided with minimum limits of$1,000,000 per occurrence."Professional
Services", for the purpose of this section, shall mean any Work provided by a licensed
professional or Work that requires a professional standard of care.
C. Workers' compensation coverage, as required by the Industrial Insurance laws of the State
of Washington,shall also be secured.
D. Commercial Automobile Liability for owned, leased, hired or non-owned, leased, hired or
non-owned, with minimum limits of $1,000,000 per occurrence combined single limit, if
there will be any use of Consultant's vehicles on the City's Premises by or on behalf of the
City,beyond normal commutes.
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E. Consultant shall name the City as an Additional Insured on its commercial general liability
policy on a non-contributory primary basis. The City's insurance policies shall not be a
source for payment of any Consultant liability, nor shall the maintenance of any insurance
required by this Agreement be construed to limit the liability of Consultant to the coverage
provided by such insurance or otherwise limit the City's recourse to any remedy available at
law or in equity.
F. Subject to the City's review and acceptance, a certificate of insurance showing the proper
endorsements,shall be delivered to the City before performing the Work.
G. Consultant shall provide the City with written notice of any policy cancellation, within five
(5) business days of their receipt of such notice.
H. Network Security (Cyber) and Privacy Insurance shall be written with limits no less than
$1,000.000 per claim $1,000,000 policy aggregate for network security and privacy
coverage.
Network Security (Cyber) and Privacy Insurance shall include, but not be limited to,
coverage,including defense,for the following losses or services:
Liability arising from theft, dissemination, and/or use of the City's confidential
and personally identifiable information, including but not limited to, any
information about an individual maintained by the City, including (i) any
information that can be used to distinguish or trace an individual's identity,such
as name, social security number, date and place of birth, mother's maiden
name, or biometric records; and (ii) any other information that is linked or
linkable to an individual, such as medical, educational, financial, and
employment information regardless of how or where the information is stored
or transmitted.
Network security liability arising from (i) the unauthorized access to, use of, or
tampering with computer systems, including hacker attacks; or (ii) the inability
of an authorized third party to gain access to supplier systems and/or City data,
including denial of service, unless caused by a mechanical or electrical failure;
(iii) introduction of any unauthorized software computer code or virus causing
damage to the City or any other third party data.
Lawfully insurable fines and penalties resulting from a data breach.
14. Safeguarding of Personal Information
A. Consultant shall not use or disclose Personal Information, as defined in RCW 19.255.010, in
any manner that would constitute a violation of federal law or applicable provisions of
Washington State law. Consultant agrees to comply with all federal and state laws and
regulations, as currently enacted or revised, regarding data security and electronic data
interchange of Personal information.
B. Consultant shall ensure its directors, officers, employees, subcontractors or agents use
Personal Information solely for the purposes of accomplishing the services set forth in the
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Agreement.
C. Consultant shall protect Personal Information collected, used, or acquired in connection
with the Agreement,against unauthorized use,disclosure,modification or loss.
D. Consultant and its subconsultants agree not to release, divulge, publish, transfer, sell or
otherwise make Personal Information known to unauthorized persons without the express
written consent of the City or as otherwise authorized by law.
E. Consultant agrees to implement physical, electronic, and managerial policies, procedures,
and safeguards to prevent unauthorized access,use,or disclosure of Personal Information.
F. Consultant shall make reasonable commercial efforts to make the Personal Information
available to amend as directed by City and incorporate any amendments into all the copies
maintained by the Consultant or its subcontractors. The Consultant shall not use the
Personal Information in a manner other than those permitted or authorized by state and
federal laws.
G. Consultant shall notify City in writing immediately upon becoming aware of any
unauthorized access, use or disclosure of Personal Information. Consultant shall take
necessary steps to mitigate the harmful effects of such use or disclosure. Consultant is
financially responsible for notification of any unauthorized access, use or disclosure. The
details of the notification must be approved by City.
H. Any breach of this Section 14 may result in termination of the Agreement and the demand
for return of all Personal Information.
15. Delays: Consultant is not responsible for delays caused by factors beyond the Consultant's
reasonable control. When such delays beyond the Consultant's reasonable control occur, the
City agrees the Consultant is not responsible for damages, nor shall the Consultant be deemed
to be in default of the Agreement.
16. Successors and Assigns: Neither the City nor the Consultant shall assign,transfer or encumber
any rights,duties or interests accruing from this Agreement without the written consent of the
other. However,Consultant may without prior written consent assign all of its rights under this
Agreement to a purchaser of all or substantially all of the assets of SeeClickFix, provided that
SeeClickFix and such purchaser become jointly and severally obligated to meet all of
Consultant's obligations under this Agreement, and provided further that the City may
terminate this Agreement in the event of such assignment while retaining all remedies at law
and contract.
17. Notices: Any notice required under this Agreement will be in writing, addressed to the
appropriate party at the address which appears below(as modified in writing from time to time
by such party),and given personally,by registered or certified mail,return receipt requested,by
facsimile or by nationally recognized overnight courier service. Time period for notices shall be
deemed to have commenced upon the date of receipt, EXCEPT facsimile delivery will be
deemed to have commenced on the first business day following transmission. Email and
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telephone may be used for purposes of administering the Agreement,but should not be used to
give any formal notice required by the Agreement.
CITY OF RENTON CONSULTANT
Jeff DeVos,Senior Business Systems Analyst Kevin Crook,VP Finance
1055 South Grady Way 770 Chapel Street
Renton,WA 98057 New Haven,CT 06510
Phone:(425)430-6883 Phone:(203)752-0777
jdevos@rentonwa.gov accounting@seeclickfix.com
Fax:(425)430-6893 Fax:NA
18. Discrimination Prohibited: Except to the extent permitted by a bona fide occupational
qualification,the Consultant agrees as follows:
A. Consultant, and Consultant's agents, employees, representatives, and volunteers with
regard to the Work performed or to be performed under this Agreement, shall not
discriminate on the basis of race, color, sex, religion, nationality, creed, marital status,
sexual orientation or preference, age (except minimum age and retirement provisions),
honorably discharged veteran or military status, or the presence of any sensory, mental or
physical handicap, unless based upon a bona fide occupational qualification in relationship
to hiring and employment, in employment or application for employment, the
administration of the delivery of Work or any other benefits under this Agreement, or
procurement of materials or supplies.
B. The Consultant will take affirmative action to insure that applicants are employed and that
employees are treated during employment without regard to their race, creed, color,
national origin, sex, age, sexual orientation, physical, sensory or mental handicaps, or
marital status. Such action shall include, but not be limited to the following employment,
upgrading, demotion or transfer, recruitment or recruitment advertising, layoff or
termination,rates of pay or other forms of compensation and selection for training.
C. If the Consultant fails to comply with any of this Agreement's non-discrimination provisions,
the City shall have the right,at its option,to cancel the Agreement in whole or in part.
D. The Consultant is responsible to be aware of and in compliance with all federal, state and
local laws and regulations that may affect the satisfactory completion of the project, which
includes but is not limited to fair labor laws, worker's compensation, and Title VI of the
Federal Civil Rights Act of 1964, and will comply with City of Renton Council Resolution
Number 4085.
19. Miscellaneous:The parties hereby acknowledge:
A. The City is not responsible to train or provide training for Consultant.
B. Consultant will not be reimbursed for job related expenses except to the extent specifically
agreed within the attached exhibits.
C. Consultant shall furnish all tools and/or materials necessary to perform the Work except to
the extent specifically agreed within the attached exhibits.
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D. In the event special training, licensing, or certification is required for Consultant to provide
Work he/she will acquire or maintain such at his/her own expense and, if Consultant
employs, sub-contracts, or otherwise assigns the responsibility to perform the Work, said
employee/sub-contractor/assignee will acquire and or maintain such training, licensing, or
certification.
E. This is a non-exclusive agreement and Consultant is free to provide his/her Work to other
entities,so long as there is no interruption or interference with the provision of Work called
for in this Agreement.
F. Consultant is responsible for his/her own insurance, including, but not limited to health
insurance.
G. Consultant is responsible for his/her own Worker's Compensation coverage as well as that
for any persons employed by the Consultant.
20. Other Provisions:
A. Approval Authority. Each individual executing this Agreement on behalf of the City and
Consultant represents and warrants that such individuals are duly authorized to execute
and deliver this Agreement on behalf of the City or Consultant.
B. General Administration and Management. The City's project manager is Jeff DeVos, Senior
Business Systems Analyst. In providing Work, Consultant shall coordinate with the City's
contract manager or his/her designee.
C. Amendment and Modification. This Agreement may be amended only by an instrument in
writing,duly executed by both Parties.
D. Conflicts. In the event of any inconsistencies between Consultant proposals and this
Agreement, the terms of this Agreement shall prevail. Any exhibits/attachments to this
Agreement are incorporated by reference only to the extent of the purpose for which they
are referenced within this Agreement.To the extent a Consultant prepared exhibit conflicts
with the terms in the body of this Agreement or contains terms that are extraneous to the
purpose for which it is referenced,the terms in the body of this Agreement shall prevail and
the extraneous terms shall not be incorporated herein.
E. Governing Law. This Agreement shall be made in and shall be governed by and interpreted
in accordance with the laws of the State of Washington and the City of Renton. Consultant
and all of the Consultant's employees shall perform the Work in accordance with all
applicable federal,state,county and city laws,codes and ordinances.
F. Joint Drafting Effort.This Agreement shall be considered for all purposes as prepared by the
joint efforts of the Parties and shall not be construed against one party or the other as a
result of the preparation, substitution,submission or other event of negotiation,drafting or
execution.
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G. Jurisdiction and Venue. Any lawsuit or legal action brought by any party to enforce or
interpret this Agreement or any of its terms or covenants shall be brought in the King
County Superior Court for the State of Washington at the Maleng Regional Justice Center in
Kent, King County, Washington, or its replacement or successor. Consultant hereby
expressly consents to the personal and exclusive jurisdiction and venue of such court even if
Consultant is a foreign entity not registered with the State of Washington.
H. Severability.A court of competent jurisdiction's determination that any provision or part of
this Agreement is illegal or unenforceable shall not cancel or invalidate the remainder of
this Agreement,which shall remain in full force and effect.
I. Sole and Entire Agreement. This Agreement contains the entire agreement of the Parties
and any representations or understandings, whether oral or written, not incorporated are
excluded.
1. Time is of the Essence. Time is of the essence of this Agreement and each and all of its
provisions in which performance is a factor. Adherence to completion dates set forth in the
description of the Work is essential to the Consultant's performance of this Agreement.
K. Third-Party Beneficiaries. Nothing in this Agreement is intended to, nor shall be construed
to give any rights or benefits in the Agreement to anyone other than the Parties, and all
duties and responsibilities undertaken pursuant to this Agreement will be for the sole and
exclusive benefit of the Parties and no one else.
L. Binding Effect. The Parties each bind themselves, their partners, successors, assigns, and
legal representatives to the other party to this Agreement, and to the partners, successors,
assigns, and legal representatives of such other party with respect to all covenants of the
Agreement.
M. Waivers.All waivers shall be in writing and signed by the waiving party. Either party's failure
to enforce any provision of this Agreement shall not be a waiver and shall not prevent either
the City or Consultant from enforcing that provision or any other provision of this
Agreement in the future. Waiver of breach of any provision of this Agreement shall not be
deemed to be a waiver of any prior or subsequent breach unless it is expressly waived in
writing.
N. Counterparts.The Parties may execute this Agreement in any number of counterparts,each
of which shall constitute an original, and all of which will together constitute this one
Agreement.
IN WITNESS WHEREOF, the Parties have voluntarily entered into this Agreement as
of the date last signed by the Parties below.
CITY OF NT N CONSULTANT
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EXHIBIT A
111111411R
City of Renton, Washington
Request for Proposal
Citizen Request Management Software
www.RentonWA.gov
Issue Date: October 3, 2018
Due Date: November 5, 2018
REQUEST FOR PROPOSAL
Notice is hereby given that the City of Renton requests proposals for:
Citizen Request Management Software
Respondents may express interest and request consideration for said project by filing with the City
Clerk's office.
You may submit your proposal by either physical copy or email.
Physical mail:
Renton City Clerk's Office—7th Floor
1055 S Grady Way
Renton,WA 98057-3232
RE:Citizen Request Management Software RFP
Email:
CRMRFP@rentonwa.gov
Proposals received later than 4:00 PM on November 5,2018 Pacific Time will not be considered.
Please submit any questions regarding this RFP to CRMRFP@rentonwa.gov by October 15, 2018.
Responses to questions will be posted on the City of Renton website at http://www.rentonwa.gov/bids
by October 23, 2018. It is the responsibility of any proposer to review the City's website for any RFP
revisions or answers to questions prior to submitting a proposal.
The City of Renton reserves the right to reject any and all proposals in part or in full for any reason. The
City also reserves the right to change, cancel, or re-issue this RFP at any time.This RFP does not obligate
the City of Renton to pay any costs incurred by the respondents in the preparation and submission of a
proposal, nor does it obligate the City to accept or contract for any expressed or implied services.
The successful vendor must comply with local, state, and federal requirements regarding equal
opportunity and employment practices and the City of Renton Professional Services Agreement.The City
is committed to a program of equal employment opportunity regardless of race, color, creed, sex, age,
nationality or disability.Women and minority business enterprises are encouraged to submit proposals.
Published:October 3, 2018
City of Renton—CRM Software RFP Page 2
40.
Table of Contents
Item Page Number
1. INTRODUCTION 5
1.1. Purpose of this RFP 5
1.2. About the City of Renton,WA 5
1.3. Primary use case of CRM software 5
1.4. Technology environment at the City 6
2. RFP INFORMATION 7
2.1. Procurement schedule 7
2.2. RFP Contact information 7
2.3. Letter of intent 7
2.4. Questions regarding this RFP 7
3.GOALS AND OBJECTIVES 8
3.1. Goals of this project 8
3.2. Objectives of this project 8
3.3. Requirements of the CRM software 8
4. RFP SUBMISSION 8
4.1. Proposal identification 8
4.2. Proposal document format 8
4.3. Proposal submission 9
4.4. Proposer responsibility 9
4.5. Proposal completeness 9
4.6. Public record 9
4.7. Proposal validity duration 9
5. RFP EVALUATION,SELECTION,AWARD PROCESS 10
5.1. Proposal evaluation 10
6. CONTRACT AWARD AND EXECUTION 10
6.1. Selected proposals 10
6.2. Awarding proposal 10
6.3. Conditions 10
6.4. Contract 10
6.5. No cost before receipt 11
7. RFP RESPONSES(REQUIREMENTS TO SUBMIT YOUR PROPOSAL) 11
7.1. Proposal content 11
7.2. Description of forms used to submit your proposal 11
7.3. Response forms 14
Form 1:Company Contact Information and Response Outline 15
City of Renton—CRM Software RFP Page 3
Form 2: Cover Letter 16
Form 3:Table of Contents 17
Form 4: Executive Summary 18
Form 5:Vendor Contact Information Requirements 19
Form 6:Qualifications and Experience 20
Form 7:Client References 22
Form 8:Approach/Methodology 23
Form 9: Project Management/Schedule 24
Form 10: Implementation Plan &Training 25
Form 11:Technical and Functional Requirements 29
Form 12:Cost 38
8. EXHIBITS 39
8.1. EXHIBIT A—Sample Contract 39
City of Renton—CRM Software RFP Page 4
itimmornommorimmonar
1. INTRODUCTION
1.1. Purpose of this RFP
The City of Renton, WA (the "City") seeks to procure Citizen Request Management (CRM)
software that will empower citizens with an easy, consolidated way to engage with their
local government from any device to report issues and request services. The CRM software
will also enable City departments to respond more efficiently to citizen requests.
1.2. About the City of Renton,WA
The City of Renton serves about 104,100 residents in the Puget Sound region and ranks as
the eighth largest city in Washington State'. The City's mission is to provide quality, timely
and responsive services to its residents in the most cost-effective manner.
The vision of the City of Renton is to be the center of opportunity in the Puget Sound Region
where families and businesses thrive. The supporting mission in partnership and
communication with residents, businesses,and schools, is dedicated to:
• Providing a safe, healthy,welcoming atmosphere where people choose to live
• Promoting economic vitality and strategically positioning Renton for the future
• Supporting planned growth and influencing decisions that impact the city
• Building an inclusive informed city with opportunities for all
• Meeting service demands through high quality customer service, innovation,a
positive work environment,and a commitment to excellence
The City operates under the laws of the State of Washington as an "optional municipal code
city". Renton is governed with a mayor-council form of government with eight (8) elected
officials.
Day to day operation of the City is carried out by more than 700 employees at the direction
of the Mayor. The City provides a host of services to residents and local businesses: Police,
Utilities (water, wastewater, and storm water), Transportation (Street construction and
maintenance), Parks and Recreation, Planning and Zoning, Municipal Courts, and General
Government services (Animal control, jail services, and museum system). Information
Technology also contracts services to the Renton Regional Fire Authority (RRFA) for all of
their technology needs.
1.3. Primary use case of CRM software
The City will use the CRM software primarily to enable citizens to engage with their City to
request services and report issues.
"April 1 Official Population Estimates."Office of Financial Management,State of Washington Office of Financial Management,1 Apr.2018,
www.ofm.wa.gov/wash i ngton-data-research/population-demographics/population-esti mates/a pri I-1-officia I-popu I ation-estimates.
City of Renton—CRM Software RFP Page 5
1.4. Technology environment at the City
• Devices-The computing environment at City includes approximately 700 workstations in
approximately 43 municipal locations throughout the city. Desktop and laptop computers
are configured with Microsoft Windows 7 or Microsoft Windows 10 64-bit operating
system.All hardware is less than 5 years old,and includes a minimum of an Intel i5 2.9 GHz
processor and at least 4 GB of RAM. Each computer is managed by a domain policy using
Microsoft Active Directory. Each computer uses the City's trusted TCP/IP network for
service delivery. The standard desktop software suites in most of the City are Microsoft
Office 2013 and 2016. In addition to desktops and laptops,some staff also use city issued
mobile devices such as phones and tablets.
• Servers-The City's network contains approximately 80 servers, both physical and virtual.
The City's preferred server operating system is Microsoft Server 2012 R2 or newer. City
networks operate at 10 GB, internally.
• Database Management System (DBMS)-The City utilizes and supports Microsoft SQL 2014
or newer databases.
• Electronic Message System-The City's standard email platform is currently Microsoft
Exchange Server 2010.
• Internet Connectivity and Use-If a system provides the capability of software updates
through the Internet, it is the expectation that the City's IT Division will download and
coordinate the installation of updates. The City currently supports Microsoft Internet
Explorer,Google Chrome,and Mozilla Firefox web browsers.
• Backup and Disaster Recovery—The City currently has an enterprise backup system to
backup all systems,applications,and user data. Backups are retained based on retention
schedule.
• Work Order Management—The Public Works and Parks departments use Cityworks(Azteca
Systems, LLC)for asset and maintenance management.
• Permit and Code Compliance Management—Community and Economic Development
currently uses EnerGov(Tyler Technologies)for management of inspections, permitting,
code enforcement, etc.
City of Renton—CRM Software RFP Page 6
2. RFP INFORMATION
2.1. Procurement schedule
Milestone Date
RFP Published October 3, 2018
Questions due via email October 15, 2018 @4:00 PM
Responses to questions posted by October 23, 2018 @4:00 PM
Proposals due no later than November 5, 2018 @4:00 PM
Conduct Vendor Interviews/Site visits November 2018*
Select Vendor December 2018*
Contract Finalization January 2019 *
Kick Off Project January 2019 *
*Estimated dates
Table 1—Procurement Schedule
All times and dates given are Pacific Time. The City reserves the right to modify the
procurement schedule at the City's discretion.
2.2. RFP Contact information
The following RFP Coordinator is the City's only official point of contact for this RFP:
Renton City Clerk's Office—7th Floor
1055 South Grady Way
Renton,WA 98057
CRMRFP@rentonwa.gov
2.3. Letter of intent
Vendors who wish to submit proposals are encouraged to inform the City of their intent to
submit a proposal by emailing intent to CRMRFP@rentonwa.gov
2.4. Questions regarding this RFP
Interested parties must direct all questions regarding this RFP to:
CRMRFP@rentonwa.qov
Questions must be submitted by October 15,2018 4:00 PM PST.
Responses to questions will be posted on City's website at:
http://rentonwa.gov/bids by October 23,2018 4:00 PM PST.
Please note:It is the responsibility of the proposer to review the City's website for any RFP
revisions or answers to questions prior to submitting a proposal.
City of Renton—CRM Software RFP Page 7
3.GOALS AND OBJECTIVES
3.1. Goals of this project
3.1.1. Implement a solution that empowers citizens to easily engage with the City to report
issues, request services, and provide feedback via a unified experience using either a
dynamic web form or mobile app.
3.1.2. Enable departmental staff throughout City government to efficiently manage and respond
to citizen requests while providing a high level of transparency.
3.1.3.Staff shall have the ability to solely work within their existing work order platform where
integrated with this system.
3.2. Objectives of this project
3.2.1.Using a City of Renton branded single web portal or a single mobile app, citizens can easily
report issues and requests services that span multiple departments
3.2.2.When using a mobile app to report issues, the app can automatically determine the
location of the report and include the location information in the request
3.2.3.Citizens can easily add a photo to their request to better articulate the issue
3.2.4.City employees can work on citizen requests within their native work order management
platform (e.g.Cityworks or EnerGov)
3.2.5.Citizens can automatically receive updates on their requests as work is being performed by
City staff
3.3. Requirements of the CRM software
The technical and functional requirements of the CRM software are broken out into two
categories: capabilities the system must have (Required), and capabilities the system should
have (ideal, but optional). Requirements are listed in Section 7.3, Form 11 of this
document. You must clearly show that your product or service meets the mandatory
requirements,or your proposal may be rejected as non-responsive.
4. RFP SUBMISSION
4.1. Proposal identification
Proposals must be made in the official name of the firm or individual under which business
is conducted (showing official business address) and must be signed by a person duly
authorized to legally bind the person, partnership, company, or corporation submitting the
proposal.A corporation must indicate place and date of incorporation.
4.2. Proposal document format
The City requires either a printed response, unbound (double sided) OR one digital copy in
PDF or DOCX format.Company sales literature and project staff resumes may be attached.
City of Renton—CRM Software RFP Page 8
4.3. Proposal submission
Your proposal must be submitted on or before 4:00 P.M. Pacific Time on November 5, 2018
by either physical copy or email.
Physical address:
Renton City Clerk's Office—7th Floor
1055 S Grady Way
Renton,WA 98057-3232
RE: CRM RFP
Email address:
CRMRFP@rentonwa.gov
4.4. Proposer responsibility
Proposers solely are responsible for the timeliness of their submittals. As such, proposers
are cautioned to budget adequate time to ensure that their proposals are delivered to the
location designated at or before the deadline set forth above. Proposers are cautioned that
matters including, but not limited to,traffic congestion, security measures and/or events in
or around the City, may lengthen the amount of time necessary to deliver the proposal,
whether the proposal is submitted in person, by mail,or by email.
4.5. Proposal completeness
By submitting a proposal, proposers certify that such proposal constitutes their full and
complete written response to the RFP and evidences their acknowledgement that additional
written material outside of such proposal shall not be considered by the City in connection
with this RFP, unless the City provides a written request that they submit additional written
materials. Absent such written request, proposers are instructed not to submit to the City
written or other materials outside of the proposal, either in a subsequent interview or
otherwise.
4.6. Public record
Proposals may be released in total as public information in accordance with the
requirements of the laws covering same. Any proprietary information must be clearly
marked.
4.7. Proposal validity duration
Proposal and cost schedule shall be valid and binding for at least 90 days following proposal
due date and will become part of the contract that is negotiated with the City.
City of Renton—CRM Software RFP Page 9
5. RFP EVALUATION,SELECTION,AWARD PROCESS
5.1. Proposal evaluation
All proposals meeting the requirements of this RFP shall be reviewed and rated by an
evaluation committee according to the following criteria:
• Ability of the product to perform the technical and functional requirements as
described in Form 11
• Project management and implementation plan
• Cost, rates,and fees
• Proposal responsiveness
• Firm/Consultant qualifications,experiences, references
6.CONTRACT AWARD AND EXECUTION
6.1. Selected proposals
Selected proposers may be contacted to arrange in-person interviews with the evaluation
committee.The evaluation committee will make the final recommendation for selecting the
vendor.
6.2. Awarding proposal
The City reserves the right to make an award without further discussion of the proposal
submitted. Therefore, the proposal should be initially submitted on the most favorable
terms the vendors can offer. It is understood that the proposal will become a part of the
official file on this matter without obligation to the City.
6.3. Conditions
The general conditions and specifications of the RFP as proposed by the City and the
successful vendor's response, and amended by agreements between the City and the
vendor,will become part of the contract documents. Additionally,the City will verify vendor
representations that appear in the proposal. Failure of the vendor's products to meet the
mandatory specifications may result in elimination of the vendor from competition or in
contract cancellation or termination.
6.4. Contract
The vendor selected as the apparently successful vendor is expected to enter into a contract
with the City as described in the sample provided in Exhibit A.
•
City of Renton—CRM Software RFP Page 10
grow
6.5. No cost before receipt
No cost chargeable to the proposed contract may be incurred before receipt of a fully
executed contract.
7. RFP RESPONSES(REQUIREMENTS TO SUBMIT YOUR PROPOSAL)
7.1. Proposal content
Proposals should be prepared simply, providing a straightforward,concise delineation of the
approach and capabilities necessary to satisfy the requirements of the RFP. Technical
literature and elaborate promotional materials, if any, must be submitted separately.
Emphasis in the proposals should be on completeness, clarity of content, and adherence to
the response format required by this RFP.
7.2. Description of forms used to submit your proposal
Form 1:Company Contact Information and Response Outline
Form 1 is where you provide your company name and contact information. Please note that
the contact provided must be authorized to bind your company into contractual
agreements, and this is the contact the City will use for all correspondence related to this
RFP. Form 1 also outlines all of the items expected in your response, and in which of the
forms the items are expected.
Form 2:Cover Letter
Signed by vendor representative authorized to bind the proposing firm contractually.
Form 3:Table of Contents
Please provide a table of contents for your proposal.
Form 4: Executive Summary
Provide a one-page, high-level overview of your proposed solution.
Form 5:Vendor Contact Information Requirements
Form 5 is where you provide more detailed information about your company, including the
number of years in business, your company size, and how many customers are using your
product.
Form 6:Qualification and Experience
Use Form 6 to describe your experience implementing your software in a local government
setting.
Form 7:Client references
Form 7 is where you provide a list of references of at least three (3) completed or current
projects of this size and nature within the last three years. Municipal references are
preferred. Qualifications and experience for proposed sub-consultants should also be
included.The City reserves the right to contact references without prior notification.
City of Renton—CRM Software RFP Page 11
Form 8:Approach/Methodology
Use Form 8 to provide a narrative which shows your firm's understanding of the project's
requirements and documents a logical approach to the project scope of work. Include a
general work plan,as well as the proposed approach to undertaking the scope of work.
Form 9:Project Management/Schedule
Use Form 9 to describe how your firm intends to manage all aspects of the work to be
performed, including schedules for completion of tasks/subtasks, procedures for scheduling,
and cost control.The Project management proposal must include:
• Project kick off meeting
• Regularly scheduled project team meetings
• Written progress reports
• Issue/risk management techniques
Form 10: Implementation Plan&Training
The responder will develop a detailed implementation plan included in their response to this
proposal.The implementation plan must at a minimum include:
• Software installation
• Software configuration
• Software integration with existing work order management environment
• Testing
• Validation
• User training
• Deployment
The responder must list training options, time requirements, and "Best Practice"
recommendations in the proposal.Training options should include:
• End User
• System Administration
Responder must list in the proposal whether the training is provided offsite or onsite,
training duration,and the training level.
The responder will work with City project staff to determine exact training requirements
prior to application installation.
Form 11:Technical and Functional Requirements
The matrices on Form 11 identify the technical and functional needs that the proposed
system should meet. The "Requirement Type" column denotes whether the given
requirement is a "Required" (must have) or "Optional" (should have/nice to have)
requirement. Vendors must provide an answer for every requirement. If the requirement
does not pertain to the proposal being submitted,"N/A" must be placed in the requirement.
Use the key provided in Table 2 below to determine which code to place in each of the
requirement matrices of Form 11.
City of Renton—CRM Software RFP Page 12
Table 2—Key for filling out Form 11
Matrix Column Description
Code 3-System can completely meet this requirement with no custom code and
no additional expense.
For example,this code should be used when the requirement can be met by
populating a table or modifying a screen so long as these tables or screen
changes would not affect system update.
2-System can meet requirement with minor code modifications with no
impact on future releases.
Modifications are placed in production by the implementation date with no
additional cost for modification;the modification becomes part of the next
system release.
1-System will not meet requirement and will require modification(s).
Testing and production of modifications will be in place prior to
implementation date; however,the customer will assume a cost above the
basic system cost for future updates.
0-System will not meet requirement,and modification in time for
implementation is not possible.
N/A—The requirement does not apply to the proposal
Comments In this column, please provide additional information about your responses.
In particular,we want to know:
• If your description includes any features that are not part of the base
system package.
• If your response includes uses of third party software, ad-hoc query
tools, "creative"use of existing features,or custom modifications.
Although costs are requested in a separate section, please provide a realistic
dollar estimate if there is additional cost associated with your solution, and
whether that cost is due to additional software purchase or modification
work
Table 2—Key for filling out Technical and Functional Requirements in Form 11
Form 12:Cost
Since the City expects to complete a "not to exceed/fixed price" contract,the budget for the
proposal must not exceed the specified amount, and must be broken down as to hours,
hourly rates and expenses for each task and subtask. Please see the Cost Table in Form 12
for pricing itemization. All prices are to be in U.S. dollars. All applicable taxes to be paid by
the City must be separately shown.The vendor awarded the Contract will be subject to City
of Renton business registration and business taxation.
Vendors must itemize the unit and extended price for each product and service proposed as
part of the proposed solution. Cost information must include all expected implementation
and operating costs, both one-time and ongoing. Specific model numbers and capacities
City of Renton—CRM Software RFP Page 13
should be included. Information about licensing must be provided. Vendors should
describe and quote optional components (including query tools, report writers, etc.) as
individual and separate items. Any upgrade to the base system needed for optional
components must be included in the cost of those components (defined in the Cost Table in
Form 12).
In addition to the breakdown of costs described above,the City of Renton would like to have
a quoted hourly rate for professional services that may be required to complete our project,
but were not anticipated and included in this RFP. The quoted rate(s) is expected to be
applied for the duration of the project (as described herein). They should include, but are
not limited to: training, project management, programmer/analyst, and technical support
analyst.
Included within your cost proposal, please attach a proposed payment schedule. With each
date and amount, explain why those particulars were chosen. Indicate all costs associated
with each product and/or service included in the proposal. Also include aggregate pricing if
price advantages are available.
7.3. Response forms
The following section includes all forms required to submit your proposal.
City of Renton—CRM Software RFP Page 14
Form 1: Company Contact Information and Response Outline
Company Name: SeeClickFix
Company Address: 770 Chapel St
City,State,Zip: New Haven,CT 06511
Phone#: 203-349-665
Email address: Andrews@seeclickfix.com
Outline of items to include in RFP response:
In response to the City's Request for Proposal,the following is included:
Form 1:Company Contact information(this page)
Form 2:Cover Letter
Form 3:Table of Contents
Form 4: Executive Summary
Form 5:Vendor Contact Information Requirements
Form 6:Qualification and Experience
Form 7:Client References
Form 8:Approach/Methodology
Form 9:Project Management/Schedule
Form 10:implementation Plan&Training
Form 11:Technical and Functional Requirements
Form 12:Cost
Exceptions:
Except as noted below,the undersigned hereby agrees to comply with all the terms and
conditions put forth in the City's Request for Proposal.
Name: Title: 4-a,J JL'k,T .. ' :,toe .;
Signed: Dated: 1/ /11 7-4'f
Page 15
Form 2: Cover Letter
To whom it may concern,
As citizens, reporting a problem in our neighborhoods can be a painful,confusing process.Connecting
with the right person or agency can be tedious and getting a response can be even more difficult. Many
give up or most don't even try.
Municipalities have a lot on their plates.Sometimes,they have a hard time communicating local issues
to the right person or agency with all the information they need to get the job done.These issues are
passed through a complicated web of departments, phone calls,cumbersome solutions, post-it notes,
and spreadsheets.Too often,the issue gets lost and the ignored resident responds by escalating this
frustration to management or local news providers.
SeeClickFix solves these problems.We are best known for citizen reporting tools used by many of the
United States' most innovative cities and 311 call centers. However,the SeeClickFix platform is much
more comprehensive than just mobile apps and website portals. Over the past 10 years,we have built
SeeClickFix into a beginning-to-end request management platform —enabling our partners to structure,
manage,assign and route work throughout the organization.Through automation,centralizing workflow
and customer feedback,our partners have increased internal efficiencies which has led to increased
staffing capacity.
We are excited about the opportunity this RFP provides to tell the important story of the cities,counties,
and states that experience these full benefits of the SeeClickFix platform.A partnership between the
City of Renton and SeeClickFix will create transparency,trust and efficiencies.This will create citizen
engagement and a stronger community.
Page 16
Form 3: Table of Contents
Form 4: Executive Summary Page 18
Form 5:Vendor Contact Information Requirements Page 19
Form 6:Qualification and Experience Page 20-21
Form 7:Client References Page 22
Form 8:Approach/Methodology Page 23
Form 9: Project Management/Schedule Page 24
Form 10: Implementation Plan &Training Page 25-28
Form 11:Technical and Functional Requirements Page 29-37
Form 12:Cost Page 38
Page 17
Form 4: Executive Summary
SeeClickFix's core mission and solution align with Renton's goal to improve 311 services within
the city by offering tools for staff to more efficiently track, manage and respond to incoming. In
addition, our citizen-facing tools will make the reporting process less cumbersome for the
citizens, while allowing them to receive automatic status updates, see existing issues on a map
and access a knowledge base of information. Our highly flexible software-as-a-service solution
has been designed to enhance operational effectiveness, citizen participation and information
sharing throughout the city, provide a positive customer experience, all while improving
internal work efficiency.
Our company is passionate about providing our partners with a user-friendly data collection
and request management platform which, to date, more than 340 municipalities have chosen.
To this day, SeeClickFix has the largest network of both government and citizen users of any
platform of our kind.
SeeClickFix is best known for its citizen reporting tools used by many of the United States' most
innovative towns and 311 call centers such as Houston and Detroit. Our platform, however, is
much more comprehensive than just mobile apps and website widgets. Over the past 10 years,
we have evolved into a beginning-to-end request management system—enabling our partners
to structure, manage, assign and route work throughout the organization. We are excited about
the opportunity this RFP provides to tell the important story of the cities, counties and states
that have experienced the full benefits of SeeClickFix. Our tools promote an environment
where city staff can efficiently communicate with residents, organize work across departments,
and collaborate with entities of overlapping or adjoining jurisdictions—all while improving civic
pride and citizen engagement.
We are confident that our experienced and devoted team make SeeClickFix the best partner to
bring this vision to Renton within the scope and timeline described.
Page 18
Form 5: Vendor Contact Information Requirements
RFP vendor contact:
Name: Andrew Shetty
Title: Account Executive
Phone: 203-349-6685
Email: Andrews@seeclickfix.com
Company name: SeeClickFix
Address: 770 Chapel St, New Haven, CT 06510
Phone: 203-349-6685
Website address: https://seeclickfix.com/pages/all-solutions
Year founded: 2007
Number of full-time personnel:
Total company 30
Management 7
Support 2
Research and Development 21
Number of city/municipality
customers in Washington state: 10
Number of customers utilizing
your product
in a production environment: 340
Page 19
Form 6: Qualifications and Experience
Founded in November 2007, SeeClickFix has grown to a team of 30 and is still managed by its
initial founder: CEO Ben Berkowitz.The current team is split evenly between engineering, client
services and sales. Major investors include O'Reilly Alpha Tech Ventures, Omidyar Network, Elm
Street Ventures, Connecticut Innovations and LaunchCapital. In June 2015, SeeClickFix
announced a $1.6M funding round to fuel additional growth.
SeeClickFix has more than doubled in growth each of the last 6 years, with 2018 projecting to
be our largest growth year to date. With this growth comes a wealth of experience, platform
enhancements and an instrumental network of government officials guiding our product
roadmap. Our current partner base includes municipalities, counties, universities, properties,
and other organizations.
The SeeClickFix mission and solution align with the goals of City of Renton to leverage a proven,
highly flexible software-as-a-service solution — designed to enhance operational effectiveness,
citizen participation and information sharing throughout the City while integrating with
Cityworks. SeeClickFix is passionate about providing our partners with a user-friendly data
collection and request management platform which,to date, more than 340 municipalities
have chosen as a stand-alone request management solution and/or integration partner into
their existing asset management system.
The SeeClickFix platform is much more comprehensive than just mobile apps and website
widgets. Over the past 7 years, we have built SeeClickFix into a begin-to-end request
management platform — enabling our partners to structure, manage, assign and route work
throughout the organization. SeeClickFix promotes an environment where City staff can
efficiently communicate with residents, work across departments, and collaborate with entities
of overlapping or adjoining jurisdictions — to improve civic pride by resolving community
issues.
These factors drive our rapid growth:
• A team of experienced and dedicated product development, customer service and
account management professionals
• A track record of client success-Over 340 municipal partners
• User-friendly staff workflow interfaces and citizen data collection tools that are available
in multiple languages
• Unique communication tools tailored to the municipal market: CMS tools for mobile
apps, Knowledge Base, Citizen Notices
• Reporting for real-time performance analytics
• Free tools tailored to neighborhood groups and city councilors
• An API strategy that promotes data sharing internally and externally
• Strategic relationships with industry leaders(e.g. Cityworks,Tyler Energov, Alliance for
Innovation, Socrata)
Page 20
Municipal Awards
Last year, Pinellas County's"Doing Things for You" SeeClickFix mobile app won a top technology
award for innovation from one of the nation's leading nonprofits in local government
technology.
The non-profit, Public Technology_ Institute,supports local government executives and elected
officials through research, education, executive-level consulting services and national
recognition programs. Every year, PTI recognizes local governments that use technology to
improve service delivery, reduce costs and generate revenues.This year their annual PTI 2015
Technology Solutions competition featured a wide array of interesting and innovative entries.
The recipients of the awards were chosen by an independent panel of judges.
Pinellas County's "Doing Things for You" mobile app was selected as a winner of the "Web
Management& E-Government" category for innovative municipal and regional issue reporting.
The app allows Pinellas County citizens to report issues in the community on their mobile
device with the swipe of a finger, a simple solution that helps the county quickly receive,
respond to, and manage service requests. In addition, the platform is a unique, innovative
shared service solution: allowing the county, municipalities and the Florida Department of
Transportation to identify and address everything from potholes to flooding.
According to Michael Roiland, web manager for Pinellas County's Business Technology Services
department,the technology makes it easier for citizens and their government to work together
at making the community a better place. "Through citizen participation and government
partnerships, we're collaboratively improving communities while setting a new standard for
public service."
This isn't the first time Pinellas County has been recognized for using their mobile app to work
with municipalities to provide excellent, seamless public services.We're proud partners of
Pinellas County and are excited to continue to help the county improve these services.
Page 21
Form 7: Client References
Please duplicate form as needed and provide minimum of three recent client references.
Client Name: Shoreline
Contact Name: John Frey
Title: IT Manager
Phone#: 206-801-2349
Email address: jfrey@shorelinewa.gov
Website: http://www.shorelinewa.gov/services/submit-a-service-request
Type of service provided: SeeClickFix Request, Integrations into Cityworks and TRAKiT.
Client Name: SeaTac
Contact Name: Don Robinett
Title: Storm-water Compliance Manager
Phone#: 206-973-4722
Email address: drobinett@ci.seatac.wa.us
Website: http://www.seatacwa.gov/how-do-i/submit-a-comment
Type of service provided: SeeClickFix Request, Dedicated Marketplace App, Integration into
Cityworks.
Client Name: Tukwila
Contact Name: Mia Navarro
Title: Community Engagement Manager
Phone#: 206-454-7564
Email address: mia.navarro@tukwilawa.gov
Website: http://www.tukwilawa.gov/residents/engage/tukwila-works/
Type of service provided: SeeClickFix Request, Dedicated Marketplace App, Integration into Lucity
(Implementation).
Client Name: Sammamish
Contact Name: Beth Carpenter
Title: GIS Coordinator
Phone#: 425-295-0568
Email address: bcarpenter@sammarnish.us
Website: https://www.sammamish.us/how-do-i/my-sammamish-fix-it//
Type of service provided: SeeClickFix Request, Dedicated Marketplace App, Integration into
Cityworks.
Page 22
Form 8: Approach/Methodology
Provide a narrative which shows your firm's understanding of the project's requirements and
documents a logical approach to the project scope of work:
SeeClickFix has experience in improving citizen engagement along with staffing efficiencies by
empowering our client's customers to be able to easily communicate quality of life issues.We
will be able to meet the City of Renton's requirements for providing its citizens with easy to use
software and meet them where they feel the most comfortable communicating with you:
mobile applications,the City of Renton's website, Facebook and phone calls.The software will
be powered by SeeClickFix, but will have the branding for the City of Renton across all
communication channels. Our highly transparent solution will then provide an update
throughout the lifecycle of the request.
SeeClickFix then centralizes the data into our CRM. Based on the City's needs around workflow,
our solution can be used as a stand-alone or we can integrate the data into the City of Renton's
existing work order platforms (Cityworks& Energov).
Through our five phases of implementation described in forms 9 and 10, SeeClickFix will be able
to meet the requirements and goals of the City of Renton in a timely fashion.
Page 23
Form 9: Project Management/Schedule
SeeClickFix is 100%committed to the successful implementation, launch and ongoing success of
our clients. From project kickoff to live launch,the implementation process can take as little as
4 weeks. SeeClickFix uses Basecamp to communicate and manage your team's assigned project
tasks and due dates.This cloud-based solution provides a web-based central communication
platform for our teams to communicate on the status of tasks, questions, and document file
sharing. By communicating tasks in this manner, we are able to drive down the volume of
emails between our teams and improve transparency on work in progress.
Basecamp will provide your team with a real-time view of all tasks assigned to your team
members.You can use this platform to manage the work of your internal team and coordinate
the completion of your tasks, ensuring the project timeline is met.
Please see the attachment "Proposed Implementation Timeline- Renton, WA"to see the full
schedule breakdown for phases and timelines.
Page 24
Form 10: Implementation Plan & Training
From project kickoff to announcing your launch of SeeClickFix, the implementation process can take as
little as 4 weeks or as long as needed to accommodate your team's needs. For projects that include an
integration to a third-party system,the timeline generally expands to 12-18 weeks.
The City of Renton is provided with 100 internal user licenses for staff members and any outside
organizations you may want to include on your account for automatic routing and access (outside
contractor,county, state contacts,for example).
Support and maintenance is included in the contract price.
This overview provides you with an outline of what to expect during each phase:
1. Introduction and Planning
2.Account Configuration
3. User Training and Testing
4. Marketing Planning(often completed in conjunction with prior two phases)
5. Launch and Announcement
Introduction and Planning
Implementation begins with an introduction call that includes your leadership team, your SeeClickFix
Account Executive,and the following key players for our new partnership:
• Partnership Manager-the key contact for your ongoing relationship with SeeClickFix. As a dedicated
regional account manager, the Partnership Manager is your advocate from the start of implementation
through ongoing maintenance and improvements in the years to come.
• Implementation Project Manager - the point of contact for the day-to-day activities of the
implementation. An expert in both the tools of the SeeClickFix platform and the intricacies of municipal
workflows,your project manager will not only guide the process and provide training but also serve as a
consultant to establish best practices in using SeeClickFix.
On the introduction call, we will review your organization's goals, establish a timeline for launching
SeeClickFix, determine which departments will use SeeClickFix, and field any questions you have. This
introduction conversation ensures we set the project up for success.
Implementation runs smoothest when all parties involved understand the goals and are ready to
support the project. During the introduction call, we will determine if a Kickoff Presentation with your
leadership team is recommended. This can provide key players in your organization an overview of
SeeClickFix and your project goals to gain buy in across all departments.
Following the intro call, your implementation manager will develop a proposed timeline for the project,
outlining key milestones and deliverables.
Account Configuration
During this phase, your team will gain access to your SeeClickFix account and receive consultation on
how to best configure your settings. This starts with your implementation manager providing an hour
Page 25
training session via webinar on the backend controls. We'll work with your team to determine answers
to these questions(and others)to guide the configuration process:
• What departments will be using SeeClickFix?
• Who in each of those departments will use SeeClickFix?
• What types of issues do they need to collect and track?
• Who will be responsible for completing the work on each type of issue?
• What workflow will fit the needs of each department?
• What benchmarks/goals will be important to track?
Informed by the answers to the above questions, your implementation manager will work closely with
you to assist in configuring your account. This includes setting up members, request types, automatic
assignments and notifications, escalation contacts, timeline response goals, recurring data exports,
preformatted response messages, custom emails, geographical areas for tracking and reporting, and
mobile app buttons that link to webpages,call phone numbers,or display custom content.
The other key aspect of this phase is to identify the branding (name, images, description) for your
dedicated mobile app. Your implementation manager will provide the specific requirements needed,
best practices for establishing branding, and examples from other partners. We will provide you with a
proof showing how the branding will appear on iPhone and Android devices. The mobile app has a
minimum 30-day timeline from approved branding proof to availability in stores.
If the implementation process includes an integration, SeeClickFix staff will work with your team to
document the technical requirements for the connection between your third-party work order system
and the SeeClickFix platform. We recommend having a test environment API for us to connect to so that
we can work through the various settings of the integration without disrupting your live environment
and workflow.
SeeClickFix will then build the integration based on the requirements established. Once built, we will do
user acceptance testing.
The core features of an integration will include issue creation in your system when one is created on
SeeClickFix, custom messages on acknowledgement and closing, and secondary questions and answers.
In addition, dependent on the capabilities of third party system, SeeClickFix will perform address
verification via ArcGIS, dynamically sync request types, and push or pull public comments and media
files(or URLs)between the two platforms.
User Training and Testing
Your implementation manager will train your staff on how to effectively respond to service requests,
understand the differences between internal and external communications, generate work orders, and
create reports. Depending on the needs of your organization and package purchased, the
implementation manager can provide web-based or in-person training to groups of users, or train one or
more people on your team who will then train the remainder of your staff.
After training, members on your account begin testing the platform to better understand the many
features and capabilities of the system. This also provides feedback for any account configuration
changes needed prior to launch.Our system provides various levels of testing and soft launch flexibilities
to best meet your needs to begin using it in your organization.
Page 26
41111.
Marketing Planning
Essential to the success of SeeClickFix in your organization is getting the word out and creating
excitement in your community about it. As soon as possible during the implementation process, we
encourage you to begin thinking about a marketing and publicity plan.
We will host a specific call to discuss launch and public announcement planning. In addition,we provide
a variety of resources to assist in marketing, including our User Adoption Guide and downloadable
materials available on our Help Desk. Here are the basic steps for marketing planning and launch:
1.Set official launch and announcement date.
2. Complete a questionnaire to help us announce your launch in collaboration with you
3.Add iFrame widget and app links to website
4.Add app to Facebook page(s)
5. Develop and execute marketing plan
Launch and Announcement
Once your SeeClickFix platform is configured and your staff is trained, it's time to spread the word to
residents. Your implementation manager will work with you to successfully announce the launch of
SeeClickFix in your community,which should include:
•Sending out a press release
• Hosting a press conference
• Sending announcement in organization's newsletter
•Announcing at a Town Selectmen or City Council meeting
•Adding flyer to other community wide notices (such as town warrants or utility bills)
• Putting up flyers up in public areas(parks, libraries,city hall offices)
• Creating theme campaigns about specific request types (for example, fall clean up, back to
school, hurricane season preparation,e.g.)
• Releasing a public service announcement video or radio segment
We make daily updates to improve functionality and resolve bugs. We make major releases every two
months. Our web service is continuously updated daily so we do not formally distinguish between a
modification and a release. A comprehensive test suite is run automatically before any change to avoid
regressions. The test suite is updated as new features are added. All software is version controlled so
that changes can be reverted if necessary.
Mobile apps are updated less frequently and can be minor updates including bug fixes or major releases
including new functionality. Code is also version controlled for all mobile apps with tests suites also run
automatically.
Our staging environment is designed to allow partners to experiment with the configuration of their
account before launching or making administrative changes (as opposed to testing new software, which
is handled via the continuous testing procedures previously mentioned).
For customers with Connect integrations our staging environment is also designed to allow the
integration to be configured and tested against the partner's staging environment before applying the
changes to the production environment.
Page 27
,
Should the city want to edit request categories, secondary questions, messaging after configuration by
our team, you will be able to do so with ease. Our implementation team will train your staff on how to
do this during your training sessions before launch. Should staff need additional training after launch,
we are happy to assist at no extra cost.All training is included in the contract price.
The mobile app can be customized to Renton's desired look and feel, with the ability to customize the
logo, background, colors and mobile buttons. This is included in the proposal. In the event of an
upgrade,the customization will not be impacted.
Imports of knowledge base articles and requests are conducting via CSV exports.
The team for your project may include some, or all of the following team members listed below. The
finalized project management team will be finalized upon contract agreement.
Cari Tate-Director of Customer Success:
An early employee of SeeClickFix, Cari Tate has implemented hundreds of new SeeClickFix
partners,working to configure their accounts and train staff.
Today, Cari serves as the Director of Customer Success, leading a team of implementation
managers and dedicated account managers. In this role Cari oversees successful implementation
and configuration of new client accounts and responds to and resolves customer needs.
Kevin Baldwin-Implementation Manager:
A long-time employee of SeeClickFix, Kevin Baldwin has implemented 100+ new client accounts.
Throughout the implementation process, Kevin works closely with new partners to ensure the
request categories, secondary questions, routing,shapefiles, mobile app branding and more are
configured to help you reach your goals. Kevin will train your staff who will be using SeeClickFix
so that you are ready to go the day you launch to the public.
Dan McLeggon-Partnership Manager:
Dan McLeggon manages 100+ accounts across the country. Dan will be involved during the
implementation process and will be your dedicated account manager prior to and after launch
for the life of our partnership together. With his extensive experience working with other cities
in your position, Dan will provide you with best practices for success and be your go-to contact
for any needs that might arise after launch.
Page 28
Airmionompamor
Form 11: Technical and Functional Requirements
1.Citizens can create requests via a web app on City web site, Required 3 SCF allows the option for your
or a mobile app citizens to create a request via your
website, mobile app, Facebook or
phone call.
2.Web app is browser and platform agnostic Required 3 SCF's web app meets these
requirements.
3.Mobile app supported on Android and iOS Required 3 Both the SCF branded app and
Renton's marketplace branded app
are supported on Android and iOS.
4. Web app and mobile app can be branded for the City of Required 3 SCF
Renton
5. Bi-directional integration with Cityworks (Azteca) and Required 3 Attached is a full scope of services
EnerGov(Tyler Technologies) for our integration with Cityworks
a. Requests automatically generate a corresponding and Energov.
record in the appropriate platform,e.g.Cityworks
b. Automatically assigned to the City staff responsible
for working on the request
c. Ability to reflect the status of the request from
platform back to citizen in CRM
d. Ability for City staff use their native platform (e.g.
Cityworks) to communicate with the citizen when
working on the request
6. Product is compliant with Web Content Accessibility Required 3 As a primary communication
Guidelines (WCAG) 2.0, or compliance is on the product channel between neighbors and
roadmap governments, it is critical that we
at SeeClickFix provide fully-
accessible and intuitive mobile and
web applications. While our
current web and mobile
applications have some
accessibility standards in place, we
are continuously working to
improve best practices and further
guarantee our adherence to W3C
Web Content Accessibility
Guidelines. Not only do we want
our application to be more
accessible, we also want our
design,interfaces,and functionality
to be cleaner, more intuitive, and
true to our users. Therefore, we
are at 90% compliance at the
moment and it's on our product
roadmap to be 100%compliance in
the near future.
Page 29
7. Capability to determine if the location of a given request Required 3 Through the Renton branded
falls within the service area of the given request type, and Marketplace app, there is the
when a request falls outside the service area either: a) option to alert the citizen that a
provide the citizen with outside agency contact information, request is being submitted outside
or b) automatically flag the request as being for an outside of the city's jurisdiction.
agency.
8. Capability to automatically escalate requests based on Required 3 To further support your issue
criteria (e.g. age of request, days since last updated, etc.) management and workflow, we've
based on a configurable workflow included Escalation Notifications
that provide daily, summative
email updates on overdue issues.
Escalations will be sent to the
escalation contact designated on
the Service Request Type as well as
the assignee on the issue if it
exceeds the Service Level
Agreement requirement,calculated
by your organizational business
hours according to your specific
timezone.
The Escalation email notification
includes a list of overdue issues
with direct links both to the
individual issue and an auto-
filtered list in the CRM, making it
faster and easier for you to take
action on urgent and overdue
tasks.
i ti�1
9. Requests via web and mobile app must have ability to Required 3 SCF allows for requests to
contain geolocation if the customer's reporting device allows, geolocated by either location
either: services, meta data from the
a.Automatically via location services on their device photo, or manually adjusting on a
b.By manipulating the location on a map map.
c. ability to extract geolocation data from photo metadata
if present
10.Citizen can attach a photo to their request Required 3 Once the reporter hits the"Report"
button, it will allow citizens to
choose from the dropdown menu
of request types, enter a
description of the issue and submit
up to five photographs attached to
the request. Then, all they have to
do is hit"Submit."
11. Citizen can choose whether or not they want status Required 3 Citizens can choose whether or not
updates on their requests they want updates on their
Page 30
requests within their preferences
on their profile.
12. System can send automatic updates to the citizen via Required 3 SCF sends updates to a citizen via
email and push notifications email push notification.
13.Citizens can view and update their own requests Required 3 SCF allows for citizens to view and
update their own requests.
14.Citizen UI can display a map view of reported requests Required 3 Citizens can view a map of
reported requests that are
configured for public view on either
the mobile app or web interface.
15.Citizens can view requests made by other citizens without Required 3 SCF allows for citizens to view
compromising the identity of the citizens that made the requests made by other citizens
requests without compromising their
identity. SeeClickFix does not allow
any personal identifying issues for
public display.
16. Citizens can "follow" requests made by others (can add Required 3 When a user opens up an existing
themselves to receive notifications on any request viewable service request, she or he can
in the system) "follow" that issue. That user will
now automatically receive an email
update whenever the issue is
updated.
17. Requests support both anonymous and authenticated Optional 3 SCF supports anonymous reporting
(name)reporting and authenticated reporting.
18. System allows City to configure which types of closed Optional 3 SCF allows for the City to customize
citizen requests citizens can re-open public user permissions for closing,
reopens, comments and photos for
each request category.
19. Capability to provide the citizen a view of the most Optional 3 The City has the ability to make
requested services/issues(trending, hot topics) their reporting public for citizens to
view key reporting metrics.Citizens
can also filter on the map view of
for particular types of requests and
their statuses. Here is an example
of a client that provides SCF data in
monthly reports to their
constituents:
https://cityofshawnee.civicweb.net
/filepro/documents/9352
20. UI can display a map that automatically centers on the Optional 3 SCF allows for the citizens to view a
citizen's location map that is centered around their
current location.
21. Active Directory / LDAP integration (City staff can use Required 1 SeeClickFix does not support an
their Renton domain credentials to logon to the CRM integration with Active Directory.
software)
22.City staff can enter requests on behalf of citizens Required 3 SeeClickFix will increase the
percentage of self-service requests
Page 31
from the City's branded mobile and
web interfaces. However,there will
always be City residents who still
prefer the phone or office hours as
a primary method for engaging
with the City.SeeClickFix includes a
dynamic customer service interface
that allows city staff to enter a
request on behalf of a citizen.They
can even capture their email
address in an attempt to help them
set up a SCF account to receive
notifications.
23. City staff can assign requests to other City staff and/or Required 3 Within the CRM, staff can take the
change request type as seen fit following actions:
• View information on
recent activity by topic,
date range, service
request type, assignee,
priority and/or geography
• Change the status of
service requests and
communicate updates to
residents
• Assign requests to other
users/departments
• Re-categorize service
requests submitted
through the wrong case
type
• Change the "priority" of a
request
• Search for reported issues
• Add "internal-only" notes
for other city staff to read
• Generate and print work
orders for staff in the field
resolving issues submitted
by residents
• Export data into a.CSV file
• View/search for issues on
a map of your service area
and any smaller
geographies within it
• Create easy-to-read .PDF
activity reports and graphs
that can be saved to your
desktop and emailed to
others
24. if provided by the citizen,the citizen contact information Required 3 SCF supports the this requirement
is automatically included in the request in both the CRM and of passing citizen contact info to
Page 32
4111111..
the work orders generated via integrations both the SCF CRM and
Cityworks/Energov.
25. Requests can be viewed by City staff in the CRM software Required 3 Filters allow you to easily pull
a. Can sort reports by number, status, opened date, requests based on Date, Status,
department,request type,assigned staff Request Category, Assignee and
b. Can search customer requests(by keyword, name of Geography. SeeClickFix enables
requestor,location,etc.) your staff to easily separate
c. Can filter reports by opened date, department, requests from citizens by ward or
status,request type,assigned staff other boundary set through geo-
fencing (parks, neighborhoods,
etc.).
26.Comprehensive help documentation for staff Required 3 SCF provides access to City Staff to
our Help Desk which has full
documentation on how to use SCF.
27.City staff have a simple dashboard for viewing CRM data Required 3 SCF Dashboards give you a quick
glimpse into the health of your
organization with visuals showing
recent activity broken down by
issues status,type and source.
28. When a request generates a work order in the platform Required 3 SCF allows city staff to configure
(e.g.Cityworks),comments made by internal staff in the work the integration to allow the ability
order are NOT reflected to the citizen by default. to have comments made within the
3rd party platform to be integrated
or not. Please refer to the attached
scope of services for both
integrations.
29 CRM requests can be created by internal (City staff) Optional 3 SCF Request allows for internal
employees in a way that is only viewable to internal City staff only requests types. SCF Work
allows for internal Work Order to
be attached to a request or
function as an internal stand alone
Work Order.
30. Request searches by City staff can be saved with refresh Optional 3 City staff can bookmark particular
capability searches within the CRM that will
then be saved.
31.CRM management -capability to: Required 3 SCF allows you configure different
a. Define Departments agencies for each department as
b. Define request(issue)types well as particular request types
c. Define request subtypes and associate with request within each agency. Staff can also
types customize follow-up questions for
d. Define City staff users and associate them with each request type. Staff can also
Departments and request types configure automatic assignment
e. Define follow-up questions for a request area (to and notifications for particular staff
help clarify the request/issue) based on request type.
32.Administrators can create and maintain user accounts Required 3 SCF allows for Staff that are
administrators on the account to
create and maintain user accounts
Page 33
within our CRM.
33. Capability to create and maintain workflows to route Required 3 Administrators on the SCF account
requests can create and maintain workflows
to route requests.
34. Duplicate reports can be grouped together(automatically Required 3 SeeClickFix is the only citizen
and manually as seen fit) request management system that
will alert the citizen to any
potential duplicate issues before
they submit them into your system.
SeeClickFix detects potential
duplicates based on request type
and address and will notify the
citizen prior to submittal that a
neighbor already submitted what is
likely the same request. In turn, it
will allow citizens to "follow" for
updates on that particular request,
rather than submit the duplicate,
clogging up your system.
If a duplicate happens to be
submitted, City staff can mark a
request as a duplicate and
reference that citizen to the
original request that was
submitted.
35. Auditing capabilities that include information on user, Required 3 SCF allows for City staff to audit for
date,and time stamp this information within the CRM
using the search functionality as
well as the filtering criteria.
36.Capability to establish response times for citizen requests Required 3 Each request category can be tied
to a specified SLA or Service Level
Agreement timeframe. For
example, if your internal goal is to
respond to pothole requests within
seven days, the SLA for the
category would be seven days.
Your account can be configured so
that if a request's SLA lapses, it will
trigger an email notification to a
manager or another individual you
wish to have alerted. This ensures
that no requests fall through the
cracks and you are keeping on track
with your internal service goals.
Should a new request take priority
over others in the queue, staff can
easily change the priority status
manually within the CRM. If you
want a certain service request type
such as a leak or stormwater issue
Page 34
Ammimminr
to be prioritized, your account can
be configured to automatically
assign a one-day SLA so that your
staff can make sure they complete
the task immediately. Internal
comments also allow a manager to
let staff know a request should be
completed right away.
37. Capability to configure email alerts/notifications to city Required 3 Staff can also set up recurring data
staff that can be based activity or date(e.g.time to respond) export reports that are sent by
on citizen requests email along with alerts for requests
that are about to violate the
service level agreement (SLA) for
that specific request type.
38. Capability to host web content within the mobile app Required 3 You are able to add additional
(Android and i0S) buttons that will link out to a
website (city events calendar,
library website, etc.), link out to
another mobile application
(parking payment app, utility billing
app, etc.) or begin a call (non-
emergency police line, for
example).
39. Support for making changes (e.g. request types) in a pre- Optional 3 Our staging environment is
production environment until ready to push to the designed to allow partners to
live/production environment experiment with the configuration
of their account before launching
or making administrative changes
(as opposed to testing new
software, which is handled via the
continuous testing procedures
previously mentioned).
40. Reporting: City staff can easily view metrics and generate Required 3 The SCF Report Card is a
reports on citizen requests in the CRM software standardized summary of request
a. Number of requests submitted and via what method data within SeeClickFix that is
(web,mobile app),submit date,etc. focused on performance metrics,
b. Current status of all requests linked to lists of request in the
c. Stats on request resolutions (e.g. fixed versus not CRM, and easily shareable. The
fixed) Report Card was developed based
d. Time to respond on feedback and interviews with
e. Time to complete/resolve dozens of partners representing
f. View map of where requests(issues)were reported varying sizes, knowledge levels and
administrative buy in.
There are two main types of
reports within the Report Card:
category reports and assignee
reports. Report Cards are grouped
by creation date —meaning that
all data in the report is related to
Page 35
requests created within the
selected date range.
Requests can be filtered by the
following fields:
1. Created date
2. Geographies(1 or all)
3. Categories (Assignee
reports cannot be filtered
by category)
The following columns are shown
within the Report Card
1. Created: The number of
requests created within
the chosen time period
2. Acknowledged: The
requests in #1 that have
been acknowledged
3. Closed: The requests in #1
that have been closed
4. Days to Acknowledge:
Average working days to
acknowledge of the
requests in#2
5. Days to Close: Average
working days days to close
of the requests in#3
6. SLA Days:The service level
agreement of the category
(n/a for assignee reports)
7. % within SLA: The % of
closed requests in #3 that
were closed before the
SLA was expired
8. Overdue: The number of
requests from #1 in any
status that passed their
due date before being
closed. (le, if a request is
not closed and overdue or
if it was closed after it's
due date.)
9. Outstanding: The number
of requests from #1 that
are not closed and have
due dates prior to today
41. Reporting supports filterable date range Required 3 All columns other than #6 can be
compared to one of the following:
1. The previous period
(previous period of equal
total date length)
Page 36
2. Any custom date range
42. Reporting tools can generate reports in multiple formats Required 3 Reports can be exported as Excel
(e.g. Microsoft Office 2016 products, PDF, HTML, etc. — files or shared via URL.
vendor to state which are supported)
43.Capability to export data from CRM to our GIS platform Required 3 The SeeClickFix Connector for
ArcGIS is a new web application
that translates organization-based
request data into the Geoservices
specification supported by the
ArcGIS family of products.
The connector allows organizations
to:
Visualize SeeClickFix requests on
top of custom ArcGIS base maps,
and alongside other ArcGIS feature
layers(e.g.assets).
Leverage the grouping and/or
filtering features of ArcGIS,
including:
Group or filter by Request Category
Group or filter by Request Status
Filter by Date/Timestamp
Created, Acknowledged, Closed,
Updated,Reopened
Spatial clustering
44.System supports customizable reporting Required 3 The SCF Report Card allows for
customized reporting.The SCF CRM
also allows for filtering for a
customized criteria and exporting it
into a CSV/Excel document.
45. Reports in the CRM (e.g.total number of requests, active Optional 3 Staff can schedule data exports to
requests, requests by Department,etc.) can be configured to capture your data in .CSV format
be available natively or automatically sent to City staff and have it sent to your email.
(individuals or groups)
46.Capability to schedule report generation and distribution Optional 3 City staff can schedule and
automatically send Report Cards to
stakeholders' inboxes with their
department's data.
Page 37
1
Form 12: Cost
Please include your itemized cost proposal using the Cost Table provided.
Cost Table Cost
Software
Please attach an itemized list of costs for the software product. Please include pricing model
(e.g. per user/seat,storage based pricing,subscription,etc.),and any licensing information.
System installation and setup $12,500
Configuration $0
Project management services $0
Implementation planning&assistance $0
Training $0
Service layer/interoperability layer development $0
Annual maintenance and support.
Please attach information regarding support, including support methods(phone,email,and
website),support hours,and response times.
Maintenance and support-Year 1 $34,090
Maintenance and support-Year 2 $34,090
Maintenance and support-Year 3 $34,090
Maintenance and support-Year 4 $34,090
Maintenance and support-Year 5 $34,090
Travel and expenses $0
Any custom work needed to meet requirements(please itemize) N/A
Other (please itemize) N/A
Proposal Total $46,090 for
year 1
$125/hour
Hourly rate for additional professional services
Page 38
Scope of Services -Exhibit B SeeClickFix Inc
746 Chapel St,Third Floor
New Haven,CT 06510
Prepared for: Prepared by: Issue Date: 3/5/2019
Jeff DeVos Andrew Shetty Pricing Expires: 3/29/2019
1055 S.Grady Way Account Executive
Renton,WA,98057 andrews@seeclickfix.com
jdevos@rentonwa.gov 2033496685
425-430-6883
ANNUAL PRODUCT SUBSCRIPTIONS Quantity , List Price Discount Annual Fey
Active Directory Sync user management with your existing single sign-on
Integration product. 1 $2,000 % $2,000
Custom white label app in Apple App Store and Android Play
store. SeeClickFix,Inc.agrees to the terms and conditions
contained in the Apple Developer Program License
Marketplace App Agreement 1 $2,500 50% $1,250
Deliver geographically targeted messages via email,push
Notices notification and directly within SeeClickFix applications. 1 $3,600 50% $1,800
Collect requests and manage workflow all in one place with
intuitive web and mobile apps that maximize your efficiency
Request and streamline operations. 1 $26,600 60% $10,640
Internal communication tools for organizational and
Work workflow management 1 $13,300 50% $6,650
Connect Integration system and support 2 $10,000 50% $10,000
Add SeeClickFix requests as a feature service within ArcGIS
Connector for to display your request data in Internal reports,Public maps
ArcGIS and Open Data Portals. 1 $7,500 50% $3,750
Distinct internal users included in the base price of the
Included Users request package. 100 $0 % $0
TOTAL ANNUAL SUBSCRIPTION FEES $36,090.00
IMPLEMENTATION SERVICE S Quantity List Price Discount Setup Fee
Cityworks AIM SR 1 $8,000 25% $6,000
Tyler EnerGov 1 $13,000 50% $6,500
TOTAL IMPLEMENTATION SERVICE FEES $12,500.00
TOTAL FEES
Initial Term of Contract 12 Months
TOTAL YEAR ONE FEE $48,590.00
SeeClickFix shall use all reasonable commercial efforts,being no less than accepted industry standards in this regard,to ensure:
Active Directory integration is live and usable to the City of Renton by September 3,2019.If SeeClickFix is unable to perform as indicated,it will provide a$2,000
discount to the total annual subscription fee foryear2 only.
The undersigned agree to the following Terms and Conditions and have caused this Contract to be executed as of the date signed by the Customer which will be
the Effective Date:http://legatseeclickfix.com/terms-and-conditiom/
SeeClickFix
Name Name
Title Title
Date Date
Signature Signature
EXHIBIT C: Fee Payment Schedule for Year One
Schedule Target Payment
Dates Milestones& Deliverable Subscription Implementation Date
Upon signing of the agreement Upon
March 2019 • Contract Signature and signing of
Execution the
Agreement
• Payments due:
$36,090 $0
Cityworks AMS SR Integration Upon City's
completion
TBD • Successful implementation of and
integration of SeeClickFix submittal of
with the City's Cityworks Acceptance
software Form A
$0 $6,000
Tyler EnerGov Integration Upon City's
• Successful implementation of completion
TBD and
integration of SeeClickFix
with the City's EnerGov submittal of
software Acceptance
Form B
$0 $6,500
Subtotals $36,090 $12,500
Grand Total: $48,590
Acceptance Form A—Cityworks AMS SR Integration
Purpose
The purpose of the Cityworks AMS SR Integration Form is to confirm the integration was
successfully implemented and the following deliverables are completed.
Deliverables
• Fully functional, bi-directional integration
— Generation of a service request in SeeClickFix(web or Marketplace app)using a
SeeClickFix Cityworks"integrated issue"results in the successful creation of the
request item in Cityworks
— Customer is able to get status updates based on status changes for the request item in
Cityworks
— Request comments added by customer in SeeClickFix will be sent to the relevant
request in Cityworks
— Request comments created by City staff in Cityworks and flagged as public will be
added to the request in SeeClickFix
— SeeClickFix can import requests that were directly entered into Cityworks
The work was completed on and accepted by the City.
Accepted by:
(City of Renton): Date:
Title:
(SeeClickFix): Date:
Title:
Acceptance Form B—Tyler EnerGov Integration
Purpose
The purpose of the Tyler EnerGov Integration Form is to confirm the integration was
successfully implemented and the following deliverables are completed.
Deliverables
• Fully functional, bi-directional integration
— Generation of a service request in SeeClickFix(web or Marketplace app)using a
SeeClickFix EnerGov"integrated issue" results in the successful creation of the request
item in EnerGov
— Customer is able to get status updates based on status changes for the request item in
EnerGov
— Request comments added by customer in SeeClickFix will be sent to the relevant
request in EnerGov
— Request comments created by City staff in EnerGov and flagged as public will be added
to the request in SeeClickFix
The work was completed on and accepted by the City.
Accepted by:
(City of Renton): Date:
Title:
(SeeClickFix): Date:
Title:
4t9 SeeClickFix
770 CHAPEL ST 3RD FLOOR,NEW HAVEN,CT 06510
(203)752-0777•SEECLICKFIX.COM
Exhibit D
SeeClickFix Support Case Response Service Level Objective
SeeClickFix Support is available via phone, email, or in-platform chat 9am-6pm ET during
business days (Monday-Friday). These objectives are based on severity of issue. Support
issues are categorized as urgent, high, normal or low, which determines the target response
and resolution times.
For any support related issues or questions and fastest response, we advise our partners to
direct all inquiries to (203)-752-0777 or support@.seeclickfix.com. In addition, we provide
online help centers that are available at anytime. For citizen users, we provide help at
https://help.seeclickfix.com/s/. For your city employees, we provide a full support guide at
https://partnerhelp.seeclickfix.com/s/.
Our goal is to ensure that our systems are protected from unauthorized use and remain
accessible 99.9% of the time. We exclude service outages caused by scheduled or emergency
maintenance work from this availability goal. Whenever possible we schedule maintenance
outside of business hours and provide notice at least 3 business days prior. Emergency
maintenance may occur without notice when operational or security issues must be addressed
promptly to avoid further impact to our systems.
Below are the definitions and response time:
Urgent- System is non-functional or seriously affected and there is no reasonable workaround
available (e.g. Business is halted).
• Response: within 2 business hours
• Resolution goal: continuous work on the problem. Workaround, fix, or estimated
completion date within 48 hours of problem diagnosis and/or replication.
High - System is affected and there is no workaround available or the workaround is
impractical (e.g. System response is very slow, day-to-day operations continue but are
impacted by the work around).
• Response: within 4 business hours
• Resolution goal: workaround, fix, or estimated completion date within 5 business
days of problem diagnosis and/or replication
Normal - System or application feature is non-functional and a convenient workaround exists
(e.g. Non-critical feature is unavailable or requires additional user intervention).
• Response: within 8 business hours
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1°;) SeeClickFix
770 CHAPEL ST 3RD FLOOR,NEW HAVEN,CT 06510
(203)752-0777•SEECLICKFIX.COM
• Resolution goal: workaround, fix or estimated completion date within 15 business
days of diagnosis and/or replication
Low- System or application feature works, but there is a minor problem (e.g. Incorrect label,
or cosmetic defect).
• Response: within 2 business days
• Resolution goal: resolution for the issue may be incorporated into a future release
of the product. There is not a specific timeline for resolution date.
The severity definitions and resolution times discussed are for the SeeClickFix production
environment only. This does not apply to our INT (sandbox) environment.
These objectives are for addressing bugs or critical errors in our systems and applications.
Feature requests or platform enhancements do not fall within these objectives. We welcome
and invite product feedback from our partner organizations but the requests will not fall within
the same objectives for resolution. Features requests or enhancements add new functionality
or change existing functionality in a way that makes the software application more efficient,
faster, more usable, more useful, and/or more desirable. In contrast, a bug or error is a
definable problem within the code or database layer of a software application that causes the
application to not work as expected or give incorrect output.
° 10 0