HomeMy WebLinkAbout12-19-2005 ITEM VIII-B-7CITY OF
WASHINGTON
AGENDA BILL APPROVAL FORM
Agenda Subject:
Date:
Resolution No. 3959
December 13, 2005
Department:
Attachments:
Budget Impact:
Finance
Resolution No.
3959 and Exhibit "A"
Administrative Recommendation:
City Council adopt Resolution No, 3959.
Background Summary:
Resolution No. 3959 authorizes the Mayor and City
Clerk to execute an agreement with Cartegraph
Systems, Inc. to purchase software, implementation
and training for a comprehensive citizen service
request and work order management system.
T1219-1
A2.1.2
Reviewed by Council & Committees:
Reviewed by Departments & Divisions:
❑ Arts Commission COUNCIL COMMITTEES:
❑ Building ❑ M&O
❑ Airport ® Finance
❑ Cemetery ❑ Mayor
❑ Hearing Examiner ❑ Municipal Serv.
® Finance ❑ Parks
❑ Human Services ❑ Planning & CD
❑ Fire ❑ Planning
❑ Park Board ®Public Works
❑ Legal ❑ Police
❑ Planning Comm. ❑ Other
❑ Public Works ❑ Human Resources
❑ Information Services
Action:
Committee Approval: ❑Yes [-]No
Council Approval: ❑Yes ❑No
Call for Public Hearing _!_!_
Referred to Until
/_!_
Tabled until_
_!_!_
Councilmember: Backus
I Staff: Rem her
Meeting Date: December 19, 2005
1 Item Number: VI11.B.7
AUBURN* MORE THAN YOU IMAGINED
CITY OF * .-
WASHINGTON
To: Public Works Committee
Finance Committee
Interoffice Memorandum
From: Lorne Rempher, Information Services Director
Dennis Dowdy, Public Works Director
CC: Mayor Lewis
Date: December 6, 2005
Re: Recommendation on Citizen Service Request and Workorder Management System
Overview
In 2004, Public Works determined that a comprehensive work order management system was needed for
tracking citizen requests as well as managing City -owned inventory and maintenance schedules. Earlier this
year, the Mayor asked Information Services to begin researching Citizen Service Request applications
("311" systems) that would allow citizens to send in notification of service needs, such as street light
outages, directly to the City via the web. As we began to look at systems, we found that the Work Order
Management systems and Citizen Service Request systems were often components of the same software
application.
Public Works, Maintenance and Information Services looked at offerings from the following vendors:
Cartegraph Systems, Azteca, Hansen, Maximo, Numix, Web Works, and GBA. Cartegraph Systems was
determined to be the vendor with the most comprehensive and user-friendly system. In addition, Cartegraph
Systems is an established company with clients throughout the United States, including Kitsap County.
Cartegraph also provides a medium which permits the City to modify the application as the user's needs for
data and use of data change over time.
In July, we completed a business process review which included Public Works, Human Resources
/Facilities, Public Safety and Parks Maintenance. During this process we identified current work flow,
inventory and service request mechanisms and documented each departments processes. As a result of
this review, we recommend implementing the Carlegraph Service Request Management System.
The City has budgeted $330,200 for this project in the 2005/2006 budgets; $55,600 from general fund and
the remainder from Water. Sewer and Storm funds.
Page 1 of 2
1'1UBURN * MORE THAN YOU IMAGINED
Summary of Costs
2006 Implementation
Software Modules (WorkDirector—
workflow and citizen web request
software, Facilities Maintenance,
Mapping and GIS interface)
$73,200
Professional Services —
implementation, deployment & data
conversion
87,290
On site training & support estimate
15,000
Estimated Washington State Sales Tax
14,500
OPM - Citizen Service Request Grant
-25,000
$164,990
Late 2006-2007 Implementation Estimated Cost $125,000
Software Modules:
Comprehensive maintenance and
inventory management for Water,
Sewer, Fleet Maintenance, Storm,
Signs, Lights
2008 Implementation Estimated Cost $ 85,000
Software Modules:
Comprehensive maintenance
and inventory management
for Signals, Pavement, and
Parks.
Recommendation
This system will allow the City to integrate citizen inquiries with internal tasks and create a work order
system to monitor progress until each task is complete and can be verified. In addition statistics about
various types of task or address specific issues that may continue to resurface can easily be researched for
efficiency reviews of maintenance practices. We recommend that the City enter into an agreement with
Cartegraph Systems for the service request and facility asset management.
Attachment Software and Services Agreement C0503010
Page 2 of 2
AUBURN + MORE THAN YOU IMAGINED
RESOLUTION NO. 3 9 5 9
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF
AUBURN, WASHINGTON, AUTHORIZING THE MAYOR AND
CITY CLERK TO EXECUTE AN AGREEMENT WITH
CARTEGRAPH SYSTEMS, INC. FOR THE PURPOSE OF
PURCHASING SOFTWARE, IMPLEMENTATION AND TRAINING
FOR A COMPREHENSIVE CITIZEN SERVICE REQUEST AND
WORK ORDER MANAGEMENT SYSTEM
WHEREAS, Public Works determined that a comprehensive work order
management system was needed for tracking citizen requests as well as
managing city -owned inventory and maintenance schedules, and
WHEREAS, Public Works, Maintenance and Information Services
evaluated offerings from various vendors and identified Cartegraph Systems,
Inc. as having the most comprehensive and user-friendly system, and
WHEREAS, funds for this project are budgeted in the 2005/2006
budgets, and
WHEREAS, the City has negotiated a contract with Cartegraph Systems,
Inc. for a comprehensive citizen service request and work order management
system, and the City has determined that Cartegraph Systems, Inc. is able and
qualified to provide services necessary, at a cost that is acceptable to the City,
and it is therefore appropriate for the City to execute the agreement with
Cartegraph Systems, Inc.
NOW, THEREFORE, THE CITY COUNCIL OF THE CITY OF AUBURN,
WASHINGTON, HEREBY RESOLVES AS FOLLOWS:
Resolution No. 3959
December 13, 2005
Page 1 of 3
Section 1. Purpose. That the Mayor and the City Clerk are
authorized to execute an agreement in substantial conformity with the
Agreement attached hereto, marked as Exhibit "A" and incorporated herein by
this reference.
Section 2. Implementation. The Mayor of the City of Auburn is hereby
authorized to implement such administrative procedures as may be necessary
to carry out the directions of this resolution.
Section 3. Effective Date. This Resolution shall take effect and be in
full force upon passage and signatures hereon.
DATED and SIGNED THIS DAY OF
CITY OF AUBURN
PETER B. LEWIS
MAYOR
Resolution No. 3959
December 13, 2005
Page 2 of 3
, 2005.
ATTEST:
Danielle E. Daskam,
City Clerk
a] V LIFA
Daniel B. Hel
City Attorney
Resolution No. 3959
December 13, 2005
Page 3 of 3
City of Auburn, Washington
Software and Services Agreement C0503010
with Cart6Graph Systems, Inc.
Cart&Graph Systems, Inc. 1 3600 Digital Drive I Dubuque, Iowa 52003
800.688.2656 1 563.556.8120
www.cartegraph.com
Table of Contents
Software and Services Agreement .................................................
Scopeof Project ............................. ,...............................................
Work Management System Implementation ......................
Software Products...............................................................
Platinum Maintenance........................................................
Professional Services..........................................................
Project Assumptions...........................................................
City of Auburn Responsibilities ..........................................
Project Investment..........................................................................
Payment Terms and Conditions......................................................
GeneralTerms.................................................................................
AppendixA.....................................................................................
Internet Service Request .....................................................
FacilityForm.......................................................................
Attachment A: Travel, Lodging, and Meal Reimbursement...........
Attachment B: CarteGraph Insurance Certificate ...........................
Cart6&aph
Better Government
December 6, 2005
PROPRIETARYINFORMA TION. The City of Auburn acknowledges that all materials and documents associated
with thisproject areproprietary in nature. This specifically includespricing information, training materials and
consulting documents as described. The City of Auburn further agrees not to copy or otherwise make available such
materials outside of the City of Auburn and its divisions and departments without the prior written consent of
CartiGraph Systems, Inc., except as required by law.
City of Auburn, Washington December 6, 2005
Software and Services Agreement
THIS AGREEMENT is made and entered into between City of Auburn, hereinafter referred to as "Auburn," or
"Licensee" whose address is:
City of Auburn
25 West Main
Auburn, WA 98001
and Cart@Gmph Systems, Inc. 3600 Digital Drive, Dubuque, Iowa 52003, hereinafter referred to as "CarteGraph".
Scope of Project
Work Management System Implementation
This phase will implement integrated service request and work management processes, procedures and software
tools to give Auburn a complete request/work order tracking system. This phase includes comprehensive
Professional Services to provide a successful implementation for the following applications:
• WORKdirector GEODATAconnect (enterprise) VERSAtools
• Request Partner GEODATAdesktop
The specific work tasks and deliverables to be completed and provided to Auburn by the CarteGraph project team
are outlined as follows.
1. Installation of a Work Management system to support five (5) concurrent users.
2. Implementing GovPartner Request Partner throughout Auburn. This functionality will be available for staff use
on Auburn's internal Intranet during initial phases of project, subsequent to testing and acceptance this feature
will be implemented on Auburn's public website for citizen requests. Additional details found in Appendix A.
3. Modify VERSAtools to assist in Facility Management.
4. CarteGraph will configure one (1) Administrator PC client and one (1) User PC client desktop working
environment and provide documentation to Information Services staff for future installations.
5. Educate and Train systems administrators to support the software systems administration
6. Educate and train staff.
7. Provide "go -live" support
Software Products
CARTEREGRAPH shall provide and deliver licenses to use the Software Products and in the quantities listed in
Software and Services Provided. Software Products are developed and supported products available from
CarteGraph. CarteGraph will provide these Software Products to Auburn in their standard form and at the most
current generally available release version level published at that time of installation.
The following applications will be deployed as part of this Agreement:
• WORKdirector GEODATAconnect(enterprise) VERSAtools
• Request Partner GEODATAdesktop
CarteGraph software is currently supported within the following:
PLATFORM: Windows, NT4, 2000, 2003, XP. Supported operating systems will be listed on CarteGraph's
web site. (http://www.cartegraph.com)
DATABASE: Access, MSDE, SQL 7.x, SQL 2000, Oracle 8.x, Oracle 9.i
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City of Auburn, Washington
Platinum Maintenance
December 6, 2005
Services And Products Covered: This Agreement applies to the Software Products listed in Software and Services
Provided. During the tens of this Agreement, CarteGraph will provide the following services or products as part of
this Agreement
1) Technical Support: Auburn will receive unlimited toll-free support via phone, fax or e-mail through the
CarteGraph Help Desk for technical issues relating to the use of the licensed software. Telephone support will
be available Monday through Friday between the hours of 7:30 a.m.-5:30 p.m. Central time by dialing 800-688-
2656 ext 6200 (support@cartegraph.com).
2) All updates and upgrades to licensed products for the term of the maintenance agreement.
Platinum Maintenance shall be in effect for the Initial Term of twelve (12) months from the Initial Term Start Date
through the Initial Term End Date for each Software Product. Platinum Maintenance shall automatically renew at
the end of the Initial Term for unlimited, successive 12 -month Renewal Terms. Auburn may terminate Platinum
Maintenance at the end of the Initial Term or any subsequent Renewal Term by notifying Cart@Graph in writing of
their intention to do so at least 60 days prior to the applicable End Date for that term.
Professional Services
CarteGraph shall provide the following Professional Services to implement and deploy the Software Products.
CarteGraph shall be responsible for the timely performance of all Professional Services and warrants that all
professional and technical services provided to Auburn pursuant to this Agreement shall be of good and
workmanlike quality and will meet or exceed standards of similar professional services within the industry.
CarteGraph makes no further warranty, representation or promise not expressly set forth in this Agreement.
1) Application Installation Services: CarteGraph will provide through Internet access, expert technical resources
to work with Auburn's Information Systems personnel to install and configure the Software Products in
Auburn's database environment. Service assumptions include:
a) Auburn will purchase and install the database software but CarteGraph will configure Auburn's SQL
database.
b) Database replication/synchronization is not required.
c) Auburn IT staff will be present and available at all times during Installation.
d) Installation Components include:
i) Pre -Installation: CarteGraph will confirm Remote access to ensure appropriate connectivity, confirm
Administrator client connection to network environment, system parameter review to ensure
environment and required topology meet or exceed CartiGraph hardware recommendations, and
install and configure the required application License Server.
ii) Suite Installation: CarteGraph will stage one (1) Administrator PC client and one (1) User PC client
with the appropriate Software Products and provide knowledge transfer to allow Auburn to stage and
maintain any remaining PC clients, will format Auburn database for appropriate Software Product
database structure with the database standard Administrator security role, will update Auburn's
License Server with Software Product License codes, and will provide recommendations for database
maintenance.
2) Database Security Installation: CarteGraph will deploy database security for W ORKdirector based on the
standard roles included with the current version of software. CarteGraph and Auburn will determine the
timing of the one time Security deployment For each Software Product, CarteGraph will create CarteGraph
standard Administrator, Power User, User, and Read -Only SQL security groups and/or rolee and create one
user -ID assigned to each of the groups and will provide a knowledge transfer that will allow Auburn to create
and maintain security records. Additional configuration service is available on request.
Cart@Graph utilizes Microsoft's Live Meeting Internet services for delivery of all remote products. For more
information regarding Live Meeting please visit: ham://main:placeware:com
2 Deployment of security groups and/or roles is dependent upon Auburn's preferred method of server
authentication; i.e.: Windows authentication versus SQL authentication.
C0503010
City of Auburn, Washington
December 6, 2005
Though the use of NT Groups and roles the database security will be configured to meet the needs of Auburn.
Typically, a discussion is held specific to what individual users will be doing within the system from which
security recommendations will be made. Usually, a minimum of four different groups are created: a read-only
group, the primary group of users, an advanced user group that allows for additional record control within the
database, and an administrator group with full database rights. These groups with suggested nomenclature are
defined in greater detail below.
NT Group
Description
CG—Read
Users have mad -only permission. Users do not have the ability to modify any aspect of a record
CG—User
Users have the ability to snake all major changes to a recordset. Users have the ability to Select, Insert, Update,
and Delete on all main records within the database. Users do not have the ability to modify or add information
to lookup lists, such as the Street list.
CG Adv_Uwr
Users have the ability to make all major changes to a mcordset. Users have the ability to Select, Insert, Update,
and Delete on all main records within the database and have the ability to modify and add information to lookup
lists.
CG—Admin
Users have dbo rights within the database. The dbo is a user that has implied permissions to perform all
activities in the database. Any member of the sysadmin fixed server role who uses a database is mapped to the
special user inside each database called dbo. Also, any object created by any member of the sysadmin fixed
server role belongs to dbo automatically.
3) Database Security Suuoort Service: During the term of this Agreement, Auburn will receive unlimited toll-free
ongoing support via phone, fax or e-mail through the Cart6Graph Help Desk for technical issues relating to
Database Security specific to Auburn's CarNGraph database. Telephone support will be available Monday
through Friday between the hours of 7:30 a.m.-5:30 p.m. Central time by dialing 800-688-2656 ext 6200
(supportna cartegraph:com).
a) Database security service support includes:
i) Database connectivity consultation
ii) Maintenance plan consultation
iii) Database server consultation
iv) Database Security Installation for all add-on Software Products
v) Support of CartiGraph standard security roles for all Cart@Graph Software Products purchased and
deployed during the term of the Agreement
b) Term of Agreement: The Initial Term of Database Security Support shall be coterminous with Auburn's
Platinum Maintenance Agreement and shall automatically renew at the end of the Initial Tern for
unlimited, successive 12 -month Renewal Terns. Auburn may terminate Database Security Support at the
end of the Initial Term or any subsequent Renewal Tern by notifying CarteGraph in writing of their
intention to do so at least 60 days prior to the applicable End Date for that term.
c) Services Not Covered: If new database structure or security groups or roles are added by Auburn that
adversely affect Auburn database security, then work requested or required of CartiGraph to remedy
Auburn's database security will be delivered and billed under the terns of Additional Services.
4) Operations Consultation: CartiGraph will provide an onsite consultative service package and in the quantity
listed in Software And Services Provided, focused on gathering Auburn workflow and business requirements
that will allow CartiGraph to provide written recommendations and subsequent proposal for the use,
application form, filter, and report modifications, set-up, deployment, implementation support, and education of
the following software applications in a manner to specifically address those workflow and business
requirements on the following Applications:
• WORKdirector • VERSAtools
• Request Partner
The Operational Consultation report will include a project work plan to incorporate all recommended and
required services to ensure a successful deployment of the above listed applications in Auburn's database
environment. Following are the objectives of this consultation:
a) Identify Policies, Procedures, and Guidelines and business work flow processes. Policies and procedures to
support Phase I implementation.
b) Review relevant Objectives of Auburn Work Management System Product Requirements Document.
c) Review and recommend Integration requirements to:
i) Request Partner Web Service Requests
ii) Address referencing
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City of Auburn, Washington
December 6, 2005
d) Develop scope of work requirements to tailor the use of VERSAtools to assist in facility maintenance
including inventories.
e) Identify standard reports to support Auburn -wide Work Management implementation.
f) Review City workflow and employee application usage requirements and provide training curriculum and
agenda to meet those requirements.
g) CarteGraph will provide assistance and guidance to Auburn in developing the nomenclature that is to be
used in the CartiGraph applications. CarteGraph will work with Auburn to identify data sources and
data normalization issues as part of developing standard naming and coding nomenclature for the software
applications being implemented in Phase I.
h) Develop the standard reports to support Phase 1 project implementation.
i) CarteGraph will also give consideration to potential future phases of implementation and assist in Scope
Development for Phase Il.
5) Implementation Service Onsite: CarteGraph will provide onsite consulting or training days in the quantity
listed in Software and Services provided, at mutually agreeable times in Auburn facilities. Training will occur
both on the CartgGraph training database, "Carteville", and Auburn's database utilizing any customized
forms, filters, and reports as mutually determined. CarteGraph will provide all instructors and all appropriate
course materials and instructor visuals. Auburn will provide facilities and any equipment required for the
training, including server and client computers as necessary. These services are more particularly described as:
a) Onsite consultative services focused on gathering Auburn business requirements to allow CarteGraph to
tailor modification and education services to specifically address business requirements. CartiGraph
resources will host conference call interviews, onsite interviews, and onsite process review to determine the
best way to tailor Auburn system and to train Auburn on the system to meet Auburn unique needs.
Review business process requirements for work and asset management and provide recommendations on
the structure of data fields, forms, filters, reports, and usage of the Software Products to achieve Auburn
objectives. Review Auburn employee Software Product usage requirements and provide training
curriculum and agenda to meet those requirements.
b) Review and make recommendations on address referencing requirements and database configurations to
allow integration to ERSI SDE Geodatabase through the use of CarteGraph's GEODATAconnect.
c) Auburn will approve agendas prior to Service delivery. CarteGraph agrees to consult with Auburn prior
to developing the agenda.
d) All service delivery done in Auburn facilities. Auburn to provide all computers and stage them with the
appropriate CarteGraph applications.
e) Auburn will advise CarteGraph as to the number of expected attendees for any particular class.
f) Delivery will occur in minimums of two-day increments.
g) CarteGraph will provide onsite support and in the quantity listed in Software and Services provided, at the
time Auburn moves the system into productive use and "goes live" to support the processes, procedures,
applications, and systems implemented.
6) Implementation Service Internet: CarteGraph will provide via the Internet at mutually agreeable times to
Auburn, half day consultation sessions and in the quantity listed in Software and Services provided, to aid
Auburn with the CarteGraph applications and their data and deployment requirements. A CarteGraph
consultant will provide desktop assistance to Auburn utilizing Auburn forms, filters, reports, and database and,
as appropriate, the CarteGraph training database, "Carteville", as a method to reinforce CarteGraph
functionality as it relates to Auburn daily activities and processes. CarteGraph will provide all instructors and
all appropriate course materials and instructor visuals. Auburn will provide client equipment required for the
consultation, as necessary.
7) Modifications: CarteGraph will construct modifications to the Software Products as defined below and in
Appendix A. Auburn approves the enclosed design through acceptance of this Agreement.
a) Facility Management. CarteGraph will provide Auburn a design to construct modifications tailoring the
use of VERSAtools to assist in facility management (see Appendix A) that upon Auburn approval of said
design the execution of which will not exceed ten (10) days of programmer development time.
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City of Auburn, Washington
December 6, 2005
8) Modification Support Service: During the term of this Agreement, CarteGraph will provide the following
services as part of this Agreement.
a) Modification Ungrade Support Auburn will perform all normal upgrade processes for CarteGraph
generally available applications and will perform and follow documented upgrade processes for the
Modification. CarteGraph will ensure that the functionality of the Modifications will persist when
Auburn upgrades to a newer generally available release of CarteGraph applications.
b) Modification Technical Support: Auburn will receive unlimited toll-free ongoing support via phone, fax or
e-mail through the CarteGraph Help Desk for technical issues relating to the use of the Modifications.
Telephone support will be available Monday through Friday between the hours of 7:30 a.m.-5:30 p.m.
Central time by dialing 800-688-2656 ext 6200 (support@cartegraph.com). Technical support is available
for the latest Major Release and one Major Release prior as applicable to Auburn's specific version of the
CarteGraph application software that is modified and for the same database in which the Custom
Modifications are deployed. Major Releases are defined as major enhancements to the CarteGraph
application software and are designated by the number to the immediate left of the first decimal point (e.g.
6.0 is a major enhancement to 5.0) in Cart6Graph's published versioning.
c) Term of Agreement: The Initial Term of the Service Support shall be coterminous with Auburn's Platinum
Maintenance Agreement and shall automatically renew at the end of the Initial Tenn for unlimited,
successive 12 -month Renewal Terms. Auburn may terminate Service Support at the end of the Initial
Terre or any subsequent Renewal Tenn by notifying CarteGraph in writing of their intention to do so at
least 60 days prior to the applicable End Date for that teen.
d) Platinum Maintenance Requirement: Auburn must maintain a current Platinum Maintenance Agreement as
a condition of Modification Support Service.
e) Scope of Service: The scope of this service offering will be evaluated and expanded, as necessary, for any
additional services for which Auburn may contract.
9) Integration Service: CarteGraph will provide Auburn a design for the GovPartner's RequestPartner
integration to WORKdirector (see Appendix A) that upon Auburn approval of said design the execution of
which will not exceed eight (8) days of programmer development time.
10) Proiect Management: CarteGraph will provide guidance in the management of this implementation project and
will take responsibility for the resources CarteGraph allocates to the project (i.e., education, installation and
support). CarteGraph will provide a project manager for the project for the entire duration of the project and
will provide administrative support for CarteGraph staff and activities. Throughout the Project Management
Task CarteGraph will attend status meetings and employ ongoing Project Management techniques to ensure a
comprehensive Project Work Plan is developed, monitored and maintained upon initiation of the project to
reflect agreed upon dates and services.
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City of Auburn, Washington
Project Assumptions
Professional Services are based on the following assumptions:
1) Onsite Professional Services shall be delivered at the facilities listed below.
Main Office: City of Auburn
25 West Main Street
Auburn, WA 98001
December 6, 2005
2) Professional Services are CarteGraph's not to exceed estimates or fixed fee quotations (see Software and
Services provided) based on projects of similar size and scope and on Auburn's assumption of designated
responsibilities.
3) A Project Work Plan including project start date, delivery of Professional Services and conversion
specifications will be mutually agreed upon and provided within 14 days from contract signing. Cart@Graph
will develop a Project Plan to allow scheduling of Auburn resources for Onsite Service delivery
The length of the Project Work Plan may not reflect the length of the full product deployment. Deployment
completion (productive use) is a customer -driven initiative based on resource allocation and/or organizational
requirements. Both parties recognize that time is of the essence and will provide staff resources and efforts to
ensure deployment completion occurs as soon as is reasonably possible. Final project dates will be determined
and progress will be monitored throughjoint regular and periodic status meetings.
City of Auburn Responsibilities
Auburn accepts responsibility for all aspects of project planning, management and execution not specifically
described under Scope of Project. On-going management of the day-to-day allocation of Auburn resources and
management of Auburn project tasks is the responsibility of Auburn. Auburn will provide overall guidance and
direction for the project and will direct the project accordingly. Further, and with regard to the CartiGraph
obligations listed under the Scope of Project section, Auburn understands that it is vital to the success of the project
that Auburn provides assistance in the following matters:
1) For those services listed under Professional Services, Cart@Graph personnel will conduct information
gathering and evaluation sessions with various Auburn users and management. While CarteGraph respects
the time and workload of Auburn staff, dedicated time on the part of the appropriate Auburn resources is
necessary to complete these exercises.
2) The installation process requires the periodic assistance of Auburn personnel and suitable access to hardware
and systems (e.g., security clearance). Auburn is encouraged to supervise the installation process while systems
are accessible to CartiGraph. It is assumed all hardware, both Personal Computers and Network and Database
servers, will be installed and operating in a manner that delivery and execution of Car*Graph Professional
Services will not be impeded.
3) Auburn understands that the successful performance of Professional Services depends upon Auburn fulfilling
its responsibilities. The Project assumes that Auburn will provide all personnel required to achieve a successful
implementation.
4) Auburn shall install and network its own hardware and communications and this will not affect the timing or
the delivery of CartiGraph services.
5) Auburn will provide Internet access and IT staff support as required.
6) The most critical element in the successful completion of any engagement of this nature is the personnel
assigned to carry out the responsibilities.
Responsibilities of each project participant:
C0503010
City of Auburn, Washington
December 6, 2005
a) CarteGraph Project Manager: This individual is entrusted with the day-to-day coordination and
responsibility for the asset management implementation project. It is their responsibility to see that the
detailed project approach steps are completed and that efforts of the other project team members are
coordinated to provide for the efficient and timely completion of the project. This person is also directly
involved with performing the project tasks.
b) CarteGraph Project Consultants: These individuals are responsible for providing advice and direction
relating to specific technical aspects of the project, including database management systems and software
application installation. CarteGraph professional staff members are highly qualified consultants with
broad and detailed knowledge of the CarteGraph asset management applications and the public works
asset management industry and are responsible for application knowledge transfer to the designated City
employees.
c) Auburn Project Coordinator: This individual is responsible for coordinating the efforts and involvement
of Auburn with the CarteGraph project team members. This person will help identify the internal
personnel who are best qualified to assist CarteGraph on specific matters and will act as the
communication focal point between CartiGraph and City personnel.
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City of Auburn, Washington
Project Investment
December 6, 2005
Auburn will compensate CartiGraph for the Software Products, Professional Services, and Expenses provided
pursuant to this Agreement in the amount listed below.
SOFTWARE AND SERVICES PROVIDED
Adjustment Increase
SOFTWARE PRODUCTS:
New /
0%
Cost per
Concurrent Licenses
w/ 1 year Platinum
(Licensed for use with SQL database)
Upgrade
Units
unit
Maintenance
WORKdirector
New
5
$7,200
$36,000.00
VERSAtools
New
2
$6,000
$12,000.00
GEODATAconnect(enterprise)
New
I
$10,000
$12,000.00
GEODATAdesktop
New
1
$5,000
$6,000.00
Request Partner by GovPartner
New
1 yrs
$7,200
$7,200.00
TOTAL SOFTWARE COST
$73,200.00
Unit
PROFESSIONAL SERVICES:
Type
Units
Unit Price
Application Installation
Fixed
1
$500
$500.00
Database Security
Fixed
1
$1,500
$1,500.00
Operations Consultation
Fixed
1
$12,000
$12,000.00
Implementation Service Onsite
Days
11
$1,450
$15,950.00
Implementation Service Internet
Session
5
$500
$2,500.00
Facility Modifications
Days
10
$1,450
$14,500.00
Integration Services
GovPartner
Days
8
$1,450
$11,600.00
Request Partner deployment services
Fixed
1
$10,000
$10,000.00
Project Management
Fixed
1
$6,500
$6,500.00
PROFESSIONAL SERVICES TOTAL
$75,050.00
MODIFICATION SUPPORT
$3,290.00
INTEGRATION SUPPORT
$4,350.00
DATABASE SECURITY SUPPORT SERVICE
$4,600.00
TOTAL PROJECT COST
$160,490.00
GRANT
425,000.00
TOTAL PROJECT COST
$135,490.00
Expense Estimate per trip $1,500.00
Future years' annual Platinum Maintenance for all purchased will be at 20% of the then listed price. The following
Platinum Maintenance Agreement Annual Fee schedule shall apply for the noted years:
Year
Adjustment Increase
Annual Fee
1
0%
Included
2
0% 0
$11,000
3
5% $550
$11,550
Future years' annual Integration and Modification Support Service fees are estimated to be $7,640.00 for all
purchased CartiGraph Custom Integration and Modifications described in Professional Services.
Future years' annual Database Security Maintenance is currently estimated to be $5,000.00.
Additional Services. In the event it becomes apparent to CartiGraph that service efforts detailed in the Agreement
will be exceeded due to any changes in the scope of services required, CartiGraph will notify Auburn prior to
exceeding the approved efforts.
C0503010
City of Auburn, Washington December 6, 2005
CarteGraph will also provide such additional professional services, including consultation services, customization,
data conversion, integration services and training sessions, as may be requested by Auburn.
In either event, such services shall require advanced written quotation from CarteGraph and approval from
Auburn.
Additional Services are available to Auburn at the rate of $175 per hour for remote services. Cart@Graph's onsite
service rate is $1,450 per day plus travel expenses. All onsite services require a two-day minimum.
Payment Terms and Conditions
In consideration for the Services and Products provided by CarteGraph to Auburn, Auburn agrees to pay
CarteGraph Software Costs and Professional Service Fees in U.S. Dollars as described below:
Delivery, Invoicing, Expenses & Payment Terms
1) Delivery: Software Products shall be licensed upon acceptance of this Agreement and Platinum Maintenance
services will begin upon licensing of the Software Products. Professional Services will be scheduled and
delivered upon your acceptance of this Agreement, which will be considered as your notification to proceed.
2) Invoicing: Invoicing for any given Software Product shall occur upon delivery. Invoicing occurs monthly for
Professional Services as they are incurred on the project. Interim billings on fixed fee costs will be invoiced as
incurred.
3) Expenses: In providing the services included in this agreement, CarteGraph shall be reimbursed for any
reasonable out-of-pocket costs, including, but not limited to, travel, lodging, and meals in accordance with
Attachment A: Travel, Lodging, and Meal Reimbursement. Out-of-pocket expenses are billed based on actual
costs incurred and are due separately.
4) Payment Terms: All payments are due Net 30 days from date of invoice.
General Terms
This Agreement takes precedence over all attachments in the event of conflicting terms and conditions.
CarteGraph agrees to provide Services in a timely fashion. Auburn will be required to provide adequate resources
to fulfill the objectives of this Agreement. Prices and incentives become null and void 180 days from the signing of
this Agreement.
CarteGraph's liability for its failure to perform under this Agreement shall be limited to the fee paid under this
Agreement. Neither party may bring any action arising out of this Agreement, regardless of form, more than three
years after the cause of the action has occurred, except that an action for non-payment may be brought at any time.
The terns and conditions of any and all Exhibits and Attachments to this Agreement are incorporated herein by this
reference and shall constitute part of this Agreement as if £ally set forth herein. Article and Section headings used
herein are for reference purposes only and shall not be deemed a part of this Agreement. This Agreement together
with all Exhibits and Attachments hereto, constitute the entire Agreement between the parties and supersedes all
previous Agreements including promises and representations, whether written or oral, between the parties with
respect to the subject matter hereof.
Service Warranty Period: The Warranty period for Professional Services components covered under this Agreement
will begin on the date of acceptance of this Agreement and will terminate 90 days of first productive use of Software
Products listed in this Agreement.
C0503010
City of Auburn, Washington December 6, 2005
Insurance: CartiGraph carries commercial general liability insurance with a limit of $1,000,000 per occurrence and
a $2,000,000 aggregate limit, business auto liability insurance with a limit of $1,000,000 and workers compensation
insurance with statutory coverage. CartgGraph agrees to hold harmless and defend Auburn and its agents, officials
and employees from any liability, claim, or injury, related to or caused by fault or negligence of CarteGraph
employees or subcontractors. To demonstrate this responsibility, CartgGraph shall furnish Auburn with evidence
of valid comprehensive general coverage in the amount of one million dollars ($1,000,000) for each occurrence for
bodily injury (including death or dismemberment) and property damage related to or resulting from implementation,
installation, operation, or removal of the software and system. CartgGraph shall name Auburn as additional
insured and shall furnish to Auburn a copy of the insurance certificate and subsequent changes or updates. A
Certificate of Liability Insurance is attached as Attachment B: CartgGraph Insurance Certificate.
Relationship of the Parties: Carti:Graph and Auburn are independent of each other. This Agreement does not and
is not intended to create in any way or manner or for any purpose an employee/employer relationship or a principal -
agent relationship. Neither party is authorized to enter into agreements for or on behalf of the other, to create any
obligation or responsibility, express or implied, for or on behalf of the other, to accept payment of any obligation
due or owed the other, or to accept service of process for the other. CartgGraph is an independent contractor,
customarily engaged in the performance of similar services for other parties.
Severability: The terms and conditions of this Agreement are severable. If any term or condition of this Agreement
or the application thereof to any person or circumstances is held invalid, this invalidity shall not affect the other
terms, conditions or applications which can be given effect without the invalid term, condition or application.
Transfer of Agreement: CartgGraph shall not transfer or assign any of its rights or obligations under the agreement
to any other party without the prior written consent of Auburn, which consent.may not be unreasonably withheld.
Notices: All notices or communications required or permitted as a part of this agreement shall be in writing and shall
be delivered at the address set forth in this Agreement.
Attorney's Fees/Legal Proceedings: In the event of any litigation or other proceeding between the parties relating to
this Agreement, the prevailing party shall be entitled to reasonable attorney's fees and other reasonable costs
incurred in connection therewith and in pursuing collection, appeals and other relief to which that party may be
entitled. This contract shall be construed in accordance with the laws of the State of Washington. Venue for any
legal proceedings shall be in King County, Washington.
The parties, each acting under due and proper authority, have executed this Agreement as of the day, month and year
written below:
CITY OF AUBURN CART6GRAPH SYSTEMS, INC.
25 West Main 3600 Digital Drive
Auburn, WA 98001 Dubuque, Iowa 52003
M
Please
Print
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Peter Lewis, Mayor Mark Weber, CFO
Name Title
Date: Date:
C0503010 10
City of Auburn, Washington December 6, 2005
dix A
Internet Service Request
CGOV $R).UTtVK$ N0N.ONLPN11 $(BQ tST MANAGNMIN'P
RequestPartner is a Web -enabled Citizen Request Management (CRM) software application used for
communicating with citizens and internal tracking of requests. It is accessed by the public through their local
government's website, and allows them to submit requests for service and information from any place, at any time.
RequestPartner is presented as another web page within a community Web site so the public does not at any
moment "feel" like they are leaving their City website to submit their request for service. Each RequestPariner
system includes the City logo and language specific to that unique community and can be customized with specific
color schemes; graphics or other design elements to more closely resemble the home Web site. Links are created
within the Web site that point directly to RequestPartner and links from the RequestPariner system point back to
the City website (i.e. privacy policy, home page, related information).
Local Government staff can also use the system to enter requests received via telephone, in-person or mail, making
it a comprehensive solution for almost all forms of citizen interaction. A powerful management tool, RequestPartner
allows for requests to be routed to the appropriate department with a City -assigned priority level to assist in
managing workflow and minimizing errors and confusion. With the ability to generate comprehensive reports,
RequestPartner is also a valuable tool for planning and budgeting.
Consulting -based implementation and training services as a standard part of each installation
An e -Government Client Manager with local government and IT skills and experience is assigned to each project to
assure the system is implemented successfully. This Client Manager is assigned throughout the entire life of the
project to assure the program objectives are met — the intangible measurements of success such as building
consensus among various departments for a cohesive solution and assuring City officials that their management
objectives are accomplished at the completion of the technology implementation and training of their staff.
Our implementation approach is based on the hands-on consulting and user training essential to any CRM
implementation to address change management issues and deliver true long-term results. Any questions, desired
customizations, training matters or issues will be addressed and resolved by one team that is familiar with the local
government's comprehensive e -Government needs.
Training is also geared to the unique needs of a client local government. Our on-site training sessions have ranged
from one-on-one to large group sessions with all departments. They have also ranged from very technical exchanges
with advanced city IT staff to showing staff that rarely use their computers how to master the basics (create an
Internet short-cut, enter a username/password, print an auto -letter in Microsoft Word) and how to use
RequestPartner to make their jobs easier.
In addition to on-site training, our consultants use Internet -based screen sharing and collaboration tools, like WebEx,
for refreshers and to answer support questions or demonstrate new upgrade features.
We take pride in the fact that following every RequestParmer implementation our client cities have easily added
more and more staff to the system and handled the user training on their own. This is because of the systems ease of
use, intuitive workflow and the outstanding training provided during the implementation!
C0503010 11
City of Auburn, Washington
Standard Implementation and Training
December 6, 2005
Request Partner can be implemented within three months from notice to proceed. Implementation includes working
with key staff to develop citizen interface forms, in-depth user and administrator training, and developing standards
and procedures to make the system suit your unique needs.
A maximum of four days of on-site set-up and training is included in the standard RequestPartner implementation.
Specific schedules and work plans are developed with each client depending on the number of departments
participating, the number of users to be trained and other related factors. The following tasks are accomplished as
part of the standard process:
• Kickoff Meeting
• Administrator Scoping Meeting
• Webform Scoping Meeting
• Training with Webfomr Creators
• Training with Webfmrn Managers
• Individual System Administrator training
• Classroom Training for all Staff
• Final sign off of system
C0503010 12
City of Auburn, Washington December 6, 2005
Integration with CarteGraph Work Order Management
At the request of the City of Auburn, we are proposing integration with CarteGraph's Work Order Management
System through Web services as detailed below:
Key Functionality Enabled Includes:
Canegraph Web Service
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• A new RequestPartner option will be created to "Create New WorkOrder" and system will track both
"request" ID and "workorder ID"
• All pertinent request information is available in the workorder system, as well as in RequestPartner to keep
originating department / manager updated on status.
• Once a workorder is marked "complete" in the Cartegraph system, RegPartner status / date will also be
updated.
Pricing
RequestPartner pricing is based on population with unlimited, concurrent use provided with each implementation.
Specific pricing for Auburn includes integration with the Cart@Graph Work Order Management system.
1. One Year Hosting (includes maintenance/technical support) $7,200
Statement of Understanding and Agreement
The City of Auburn and Car*Graph Systems have agreed upon the system integration and customization design
outlined in the document, "Internet Service Request Integration & Customization".
The parties, each acting under due and proper authority, have agreed to the design outlined in this document as of
the day, month and year written below:
Signatures added when final scope is developed
C0503010 13
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Requ"Wartner Web Service
Key Functionality Enabled Includes:
Canegraph Web Service
Crede mw Wort Q erFmm Requed
AM a Requestf Exikkp Wak ON
• A new RequestPartner option will be created to "Create New WorkOrder" and system will track both
"request" ID and "workorder ID"
• All pertinent request information is available in the workorder system, as well as in RequestPartner to keep
originating department / manager updated on status.
• Once a workorder is marked "complete" in the Cartegraph system, RegPartner status / date will also be
updated.
Pricing
RequestPartner pricing is based on population with unlimited, concurrent use provided with each implementation.
Specific pricing for Auburn includes integration with the Cart@Graph Work Order Management system.
1. One Year Hosting (includes maintenance/technical support) $7,200
Statement of Understanding and Agreement
The City of Auburn and Car*Graph Systems have agreed upon the system integration and customization design
outlined in the document, "Internet Service Request Integration & Customization".
The parties, each acting under due and proper authority, have agreed to the design outlined in this document as of
the day, month and year written below:
Signatures added when final scope is developed
C0503010 13
City of Auburn, Washington
Facility Form
December 6, 2005
CartgGraph will provide to Auburn a final design of the modifications required to construct the Request for
Building Maintenance of Custodial Services Form (Figure 1) and its required database structure and functionality
within the CarteGraph VERSAtools application. Upon Auburn's approval, the execution of the design will not
exceed ten (10) days of programmer time.
Figure 1
C0503010 14
City ofAuburn, Washington
December 6, 2005
Attachment A: Travel, Lodging, and Meal Reimbursement
Other than per diem allowances for meals and incidentals as described below, only actual costs that a reasonable and
prudent person would incur shall be allowed. No reimbursement will be made for costs in excess of the maximum
allowances specified below.
1. Any travel undertaken by CarteGraph in performing work or services hereunder shall be reimbursed in
accordance with the following:
a. Only expenses in confonnance with the approved trip will be reimbursed.
b. The number of persons traveling is the minimum number required to accomplish the purpose of the trip.
c. Economics shall be the primary consideration when making travel arrangements. The amount of the
reimbursement shall be limited to the cost for the method, class, routing and other arrangements that is the
most economical available and that results in the lowest over-all cost consistent with distance to be traveled
and trip purposes. CarteGraph shall be responsible for the difference in cost if a less economical method
is chosen.
d. Travel arrangements should be made as early as possible to take advantage of early discounts and advance
purchase prices.
e. Expenses for a traveler's spouse or family shall not be subject to reimbursement.
2. If travel is by air, the following shall be considered:
a. Only coach class fare will be reimbursed unless first class fare is authorized as a result of emergency
conditions and the unavailability of coach class seats.
3. If travel is by vehicle the following shall be considered:
a. A vehicle may be rented whenever reasonably necessary. Rental shall be limited to the midsize class of
vehicle except when the number of passengers or the volume of materials to be transported makes the use
of a midsize class vehicle impractical. Higher classes of vehicle rental shall be supported by an explanation
as the basis for incurring the more expensive rates. A copy of the rental contract must be submitted with the
applicable invoice or other request for reimbursement.
b. Use of a private vehicle is allowed for travel and shall be reimbursed at the rate allowable by the Internal
Revenue Service. If there are multiple travelers riding in the same vehicle, only one individual shall be
reimbursed for mileage.
c. A reasonable amount of vicinity mileage incurred in performance of the work or services will be subject to
reimbursement.
d. Road and bridge tolls, taxi and airport shuttle costs, and hotel parking, as applicable, shall be reimbursed.
Receipts shall be obtained, whenever possible.
e. If there are multiple travelers going to the same destination, carpooling should be used, unless the
circumstances justify otherwise.
4. Reimbursement for Meals and Incidentals (M & IE)
a. Reimbursement for meals and incidental expenses shall be made in accordance with the U.S. General
Services Administration Meals and Incidental Expense Breakdown` in effect at the time the costs are
incurred. Incidental expenses are defined as fees and tips given to porters, baggage carriers, and bellhops.
b. Reimbursement for meals and incidental expenses shall be based on the following travel breakdown as
revised in FTR Case 2003-3069 of the Federal Travel Regulation, dated August 29, 2003 and effective
October 1, 2003:
c. A copy of the receipt for meals is NOT required.
I The U.S. General Services Administration Meals and Incidental Expense Breakdown can be found at:
http: //www. gsa. gov/Portal/gsa/ep/content V iew. do? contentld=17943 &contentTyp e=GSA_BASIC
C0503010 15
Departure time Returning time M&IE $43.00
Before 6:00 a.m. By 11:00 a.m. Breakfast S9.00
Before 1:00 p.m. 12:00-6:00 p.m. Lunch 59.00
Before 7:00 p.m. After 6:00 p.m. Dinner $22.00
Incidentals $3.00
c. A copy of the receipt for meals is NOT required.
I The U.S. General Services Administration Meals and Incidental Expense Breakdown can be found at:
http: //www. gsa. gov/Portal/gsa/ep/content V iew. do? contentld=17943 &contentTyp e=GSA_BASIC
C0503010 15
City of Auburn, Washington
December 6, 2005
5. Reimbursement for Lodging.
a. Economics and safety shall be the primary consideration when making lodging arrangements.
b. Cost of lodging shared with a non -official or non-employee (e.g. family member) is limited to the single
room rate.
c. Additional charges or differentials in rates for a smoking, as opposed to a non-smoking, room will not be
subject to reimbursement.
d. A copy of the lodging receipt must accompany the invoice or request for reimbursement.
e. Phone charges, movie rentals, and room service are not subject to reimbursement.
6. It is understood that performance of work or services may at times be requested under circumstances that make
it impossible or impractical to comply with the economic considerations set forth above. In such circumstances,
the most economical means of travel available should be used that allows timely arrival to the destination in
accordance with the schedule or requirements for performance of the work or services at issue.
C0503010 16
City of Auburn, Washington
Attachment B: CarteGraph Insurance Certificate
Insurance Certificate issued by:
Friedman Insurance
202 Fischer Bldg.
PO Box 759
Dubuque Iowa 52003
(319)556-0272
C0503010 17
December 6, 2005