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Home My WebLink AboutContract 48499-CO3 MOTt7POLA SOLUTIONS CONTRACT N0. City of Fort Worth PremierOne CSR —Change Order 3 Attachment C - Change Order Form CHANGE ORDER# 3 Date: 9/01/2017 Project Name: PremierOne CSR Project Number: TXV171101A Customer Name: City of Fort Worth, Texas Customer ProjectMgr: Krishna Gollamudi Contract Number and Date No.; 48499 Date: 12/23/2016 In accordance with the terms and conditions of the above identified contract between Customer and Motorola Solutions, the following terms and provisions are mutually agreed to: Purpose of Change Order: The Statement of Work specifies that Phase 1 of the project will include a Train-the-Trainer training course. However, the City of Fort Worth has requested that this training course be replaced with a Phase 2 Configuration Manager training course (Phase 2a Configuration Manager Training). This will be in addition to the existing Phase 2 Configuration Manager training course (Phase 2b Configuration Manager Training). 2. Description of Change: The following tasks will be changed: (Phase 1) 11.0 Train-the-Trainer Training 11.1 Identify Training Facility 11.2 Validate Training Facility Readiness 11.3 Identify Five(5) Students to be City Trainers 11.4 Schedule One Contiguous Three-Day Training Session 11.5 Conduct Train-the-Trainer Training—Week 1,Days 1-3 11.6 Present Acceptance Certificate for Train-the-Trainer Training Phase 1 Train-the-Trainer training will be replaced with Phase 2a Configuration Manager Training— Session 1. This will be a Three-Day Training Session for up to Ten(10) Students. 567 "9 (Phase 2) 9 3.1 Configuration Manager Training—Session I t•' Q tib:'•. 3.1.1 Idents Training Facility EIZIW SECRETARY Motorola Solutions Confident a TX MOTOROLA SOLUTIONS City of Fort Worth PremierOne CSR —Change Order 3 Validate raining Pacility Readiness 3.1.3 Identify Ten (10)Students 3.1.4 Schedule One Contiguous Four-Day Training Session (changed to Three Days in Change Order 1) 3.1.5 Conduct Confzuration Manager Training — Week 1, Days 1-4 (changed to Three Days in Change Order 1) 3.1.6 Create detailed training/configuration documentation and present the same to City in soft and hard copies. 3.1.7 Present Acceptance Certificate for Configuration Manager Training The existing Phase 2 Confiugration Manager Training course will be changed to Phase 2b Configuration Manager Training— Session 2. Per Change Order 1 Configuration Manager Training is a Three-Day Training Session. 2.Equipment and Services Required: Not applicable. 3.The Contract Price will be adjusted as follows:No charge Previous Contract Value =$3,004,564 Chance Order 3 Value =$ 0 New Contract Price =$3,004,564 4.Payment Schedule for this Change Order: Not applicable Milestone Event Due Amount Due 5.The Contract Completion Date will be adjusted as follows: Ori inall Scheduled Completion Date Phase 1): 08/15/17 Revised Completion Date Phase 1): N.A. 6. Other Time Line Changes: Not Applicable 2 Motorola Solutions Confidential Proprietary Motorola Solutions Change Order No. 3 Page 4 <,ORT.�O A ATTEST: By: I)q Mary J. K r . City Secreta 4 a - APPROVED AS TO FORM AND LEGALITY: Contract Compliance Manager: )MBy signing I acknowledge that I am the By: person responsible for the monitoring and Paige ebane administration of this contract, including Assistant City Attorney ensuring all performance and reporting requirements. Contract Authorization: 07 teve Streiffe M&C: _P-11983_ Assistant Director, IT Solutions Department Date Approved: _12/13/2016_ MOTOROLA SOLUTIONS City of Fort Worth PremierOne CSR —Change Order 3 If there are any inconsistencies between the provisions of this Change Order and the provisions of the Agreement, the provisions of this Change Order shall prevail. Except as specifically stated in this Change Order, the Agreement and previous Change Orders are in all other respects ratified, confirmed and will continue in full force and effect. 4 Reviewed and Approved: Date: 09/01/2017 Motorola Project Manager IN WITNESS WHEREOF the parties have executed this Change Order as of the above Effective Date. MOTOROLA SOLUTIONS o By: Date: nn Graves,Vice President,Motorola Solutions CITY OF FORT WORTH,TE Y� .-�B Susan AlanLs Date: I �� 3 Motorola Solutions Confidential Proprietary CITY SKRUARY ( MCMrCW0iLA SOLUTIONS G MTRACT,,0. Master Agreement for Hosting Motorola Solutions, Inc. ("Motorola"), and the City of Fort Worth ("Customer")enter into this"Agreement," pursuant to which Customer will purchase and Motorola will sell the Services, as described below. Motorola and Customer may be referred to individually as a"Party"and collectively as the"Parties." For good and valuable consideration,the Parties agree as follows: Section 1 EXHIBITS The exhibits listed below are incorporated into and made a part of this Agreement. In interpreting this Agreement and resolving any ambiguities, the main body of this Agreement takes precedence over the exhibits, unless otherwise specified, and any inconsistency between the exhibits will be resolved in their fisted order. Exhibit A Hosting Service Level Agreement Exhibit B "Statement of Work"or"SOW"dated_December 20,2016 Exhibit C "Pricing and Payment Schedule"dated_December 20,2016 Exhibit D Addendum to Master Agreement for Hosting Section 2 DEFINITIONS Capitalized terms used in this Agreement have the following meanings: 2.1 "Hosting Services" means hosting and support of PremierOne CSR software application functionality, for Customer access, as described in Exhibit A, 2.2. "Confidential Information" means any information that is disclosed in written, graphic, verbal, or machine-recognizable form, and is marked, designated, or identified at the time of disclosure as being confidential or its equivalent;or if the information is in verbal form, it is identified as confidential at the time of disclosure and is confirmed In writing within thirty(30)days of the disclosure. Confidential information does not include any information that: is or becomes publicly known through no wrongful act of the receiving Party; is already known to the receiving Party without restriction when it is disclosed; is or becomes, rightfully and without breach of this Agreement, in the receiving Party's possession without any obligation restricting disclosure; is independently developed by the receiving Party without breach of this Agreement;or is explicitly approved for release by written authorization of the disclosing Party. 2.3, "Contract Price" means the price for the Services, excluding applicable sales or similar taxes and freight charges. 2.4. "Effective Date"means December 14,2016. 2.5. "Equipment" means the equipment that is furnished by Motorola for Customer use or access under this Agreement. 2.6. "Force Majeure" means an event, circumstance, or act of a third party that is beyond a Party's reasonable control (e.g., an act of God,an act of the public enemy, an act of a government entity, strikes or other labor disturbances,hurricanes,earthquakes,fires,floods,epidemics,embargoes,war,and riots), 2.7. "Implementation Services" means services to initiate,or change, Hosting Services, including, but not limited to, project management, equipment Installation and setup, software installation and configuration and training. 2.8. 'infringement Claim" means a third party claim alleging that the Equipment manufael-thy t Motorola or the Motorola Software directly infringes a United States patent or copyright. 2.9. "Motorola Software"means Software that Motorola or its affiliated caMny owns, N i Motorola_Ft.Worth_Master Agreement for Hosting_final.12.13.16 ; '� I t Qk MOMROLA SOLUTiON,S 2.10. "Non-Motorola Software'means Software that another party owns. 2.11. "Open Source Software"(also called"freeware"or"shareware")means software that has its underlying source rode freely available to evaluate,copy,and modify. 2.12. "Proprietary Rights" means the patents, patent applications, inventions, copyririhis, trade secrets, trademarks, trade names, mask works, know-how, and other infiellectual property rights, �n and to the Equipment and Software, including those created or produced by Motorola under this A91 eei r UJIL and any corrections, bug fixes, enhancements, updates or modifications to or derivative wo6 from the Software whether made by Motorola or another party. 2.13. "Services"means Implementation Services and Hosting Services. 2.14. "Scftware" means the Motorola Software and Non-Motorola Software in object code format that is furnished by Motorola for Customer use or access. Section 3 SCOPE OF AGREEMENT AND TERM Z.`, SCOPE OF WORK. Motorola will provide Implementation Services and Hosting Services, and perform its other contractual responsibilities, all in accordance with this Agreement. Customer will perform its contractual responsibilities in accordance with this Agreement. 3.2. CHANGE ORDERS. Either Party may request changes within the general scope of this Agreement Neither Party is obligated to perform requested changes unless both Parties execute a written change order, 3.3. TERM. Unless terminated in accordance with other provisions of this Agreement or extended by mutual agreement of the Parties, the term of this Agreement begins on the Effective Date and continues for five years until December 13, 2021. The City will have the option to renew this Agreement at the same cost for four(4)additional one(1)year terms. Upon any termination of this contract, Motorola may immediately discontinue the Hosting Services and Customer. Provided the Customer has paid all fees due under this contract, Motorola shall return the Customer's Data to Customer In an industry standard XML format for all service request data and deletion of all Customer data, backup flies and off-site media. These shall be provided to Customer within 30 days of the end of the contract. Customer Data means the data entered by the Customer, the Customer's citizens or converted by Motorola and Connected Bits and all the associated background, statistical data and backups. All data, excluding Motorola and Connected Bits intellectual Property, in the PremierOne CSR and Connected Bits system is owned by Customer and Is held in trust by Motorola and Connected Bits for the Customer. 3.4. ADDITIONAL SERVICES. During the Term of this Agreement, Customer may order additional Services, subject to Motorola's then-current prices and availability. Each order must refer to this Agreement and must specify the pricing and delivery terms. Notwithstanding any additional or contrary terms in the order, the applicable provisions of this Agreement will govern the purchase and sale of the additional Services. 3.5. MOTOROLA SOFTWARE. 3.5.1 Motorola hereby grants to Customer a personal, nontransferable, nonexclusive, revocable Use License to use the Motorola Software and the Hosting Services only during the tern of this Agreement pursuant to Motorola's proprietary rights as designated herein. Motorola Ft.worth Master Agreement for Hosting_irnal.12.13.16 ^� Afi�7�+QROLA SOLUTIONS 3.5.2. Customer may use Motorola's Software only for their internal business purposes in accordance with published specifications. Any other use of Motorola's Software is strictly prohibited and will be deemed a breach of this Agreement. 3.5.3. Customer may not copy, translate, modify, merge with other software, reverse engineer,de-compile, or emulate the Software, adapt or create derivative works of, or disassemble any Motorola Software for any reason, except that Customer may make at most six (6) copies of Motorola Software provided with infrastructure equipment in non-printed, machine-readable form, to be used solely for archival or backup purposes CArchival Copies"). Customer must faithfully reproduce all Motorola copyright and trademark notices on all copies of Motorola Software. All such software and all Archival Copies thereof are, or shall become,the property of Motorola. 3.6. NON-MOTOROLA SOFTWARE. Any Non-Motorola Software is licensed to Customer in accordance with the standard license,terms, and restrictions of the copyright owner on the Effective Date unless the copyright owner has granted to Motorola the right to sublicense the Non-Motorola Software pursuant to the Software License Agreement, in which case it applies and the copyright owner will have all of Licensor's rights and protections under the Software License Agreement Motorola makes no representations or warranties of any kind regarding Non-Motorola Software. Non-Motorola Software may include Open Source Software. All Open Source Software is licensed to Customer in accordance with, and Customer agrees to abide by, the provisions of the standard license of the copyright owner and not the Software License Agreement. Upon request by Customer, Motorola will use commercially reasonable efforts to determine whether any Open Source Software will be provided under this Agreement; and if so, identify the Open Source Software and provide to Customer a copy of the applicable standard license (or specify where that license may be found); and provide to Customer a copy of the Open Source Software source code if if is publicly available without charge (although a distribution fee or a charge for related services may be applicable). Section 4 PERFORMANCE SCHEDULE The Parties will perform their respective responsibilities in accordance with the Performance Schedule. By executing this Agreement,Customer authorizes Motorola to proceed with contract performance. Section 5 CONTRACT PRICE, PAYMENT,AND INVOICING 5.1 CONTRACT PRICE. The Contract Price in U.S.dollars is$2,988,564.00. 5.2. INVOICING AND PAYMENT Motorola will submit invoices to Customer according to the Payment Schedule. Customer will make payments to Motorola within twenty (20)days after the date of each invoice. Customer will make payments when due in the form of a wire transfer, check, or cashier's check from a U.S. financial institution. Overdue invoices will bear simple interest at the maximum allowable rate. For Customer's reference, the Federal Tax Identification Number for Motorola Solutions, Inc. is 36-1115800. 5.3. TITLE. Title to Equipment and Software will not pass to Customer at any time. 5.4. INVOICING ADDRESS. Invoices will be sent to the Customer at the following address: Lyrxla Johnson,City of Fort Worth,200 Texas Street, Fort Worth 76102 Customer may change this information by giving written notice to Motorola. Section 6 SITES AND SITE CONDITIONS 6.1 ACCESS TO SITES. In addition to its responsibilities described elsewhere in this Agreement, Customer will provide a designated project manager and access to the work sites as reasonably requested by Motorola so that it may perform its contractual duties. Motorola Ft.Wor#LMaster Agreement for Hosting_flnst-12.13.16 3 01 MMOROLA SOLUTIONS 6.2. SITE CONDITIONS. Customer will ensure that work sites are safe, secure, and In compliance with all applicable industry and OSHA standards. Customer will ensure that these work sites have adequate. physical space, air conditioning and other environmental conditions; adequate and appropriate electrical power outlets, distribution, equipment and connections; and adequate telephone or other communication lines (including modern access and adequate interfacing networking capabilities), all for the installation, use and maintenance of the Equipment. Section 7 TRAINING Any training to be provided by Motorola to Customer will be described In the Statement of Work. Customer will notify Motorola immediately if a date change for a scheduled training program is required. If Motorola incurs additional costs because Customer reschedules a training program less than thirty(30) days before its scheduled start date, Motorola may recover these additional costs. Section 8 WARRANTIES 8.1 Motorola warrants that the implementation Services will be performed in a professional and workmanlike manner and will conform in all material respects to the Statement of Work. This warranty will be for a period of ninety (90) days following completion of the Implementation Services ("Warranty Period"). If Motorola breaches this warranty,Customer's sole and exclusive remedy is to require Motorola to re-perform the non-conforming Services or to refund, on a pro-rata basis, the fees paid for the non- conforming Services. 8.2. To assert a warranty claim, Customer must notify Motorola in writing of the claim before the expiration of the Warranty Period. 8.3. Customer warrants that it has obtained the right to use any third party software furnished by Customer to Motorola or that Customer instructed Motorola to use In conjunction with Services provided under this Agreement. 8.4. THESE WARRANTIES ARE THE COMPLETE WARRANTIES PROVIDED UNDER THIS AGREEMENT AND ARE GIVEN IN LIEU OF ALL OTHER WARRANTIES. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Section 9 DELAYS 9.1 FORCE MAJEURE. Neither Party will be liable for its non-performance or delayed performance if caused by a Force Majeure. A Party that becomes aware of a Force Majeure that will significantly delay performance will notify the other Party promptly (but in no event later than fifteen days)after it discovers the Force Majeure. If a Force Majeure occurs, the Parties will execute a change order to extend the performance schedule for a time period that is reasonable under the circumstances. 9.2. PERFORMANCE SCHEDULE DELAYS CAUSED BY CUSTOMER. if Customer (including its other contractors)delays the Performance Schedule, It will make the promised payments according to the Payment Schedule as if no delay occurred; and the Parties will execute a change order to extend the Performance Schedule and, if requested, compensate Motorola for all reasonable charges incurred because of the delay. Delay charges may include costs incurred by Motorola or its subcontractors for travel; suspending and re-mobilizing the work; additional engineering, project management, and standby time calculated at then current rates;and preparing and implementing an alternative implementation plan. Section 10 DISPUTES The Parties will use the following procedure to address any dispute arising under this Agreement (a "Dispute"). Motorola_Ft.Worth—Master Agreement for hosting Iinal.12.13.16 4 lMCIVROLA SOLUTIONS 10.1 GOVERNING LAW. This Agreement will be governed by and construed in accordance with the laws of the State of Illinois. 10.2. N6GOTiATION. Either Party may initiate the (dispute resolution procedures by sending a notice of Dispute ("Notice of Dispute"). The Parties will attempt to resolve the Dispute promptly through good faith negotiations including 1) timely escalation of the Dispute to executives who have authority to settle the Dispute and who are at a higher level of management than the persons with direct responsibility for the matter and 2) direct communication between the executives. If the Dispute has not been resolved within ten(10)days from the Notice of Dispute,the Parties will proceed to mediation. 10.3 MEDIATION. The Parties will choose an independent mediator within thirty (30)days of a notice to mediate from either Party("Notice of Mediation"). Neither Party may unreasonably withhold consent to the selection of a mediator. If the Parties are unable to agree upon a mediator, either Party may request that American Arbitration Association nominate a mediator. Each Party will bear its own costs of mediation, but the Parties will share the cost of the mediator equally. Each Party will participate in the mediation in good faith and will be represented at the mediation by a business executive with authority to settle the Dispute. 10.4. LITIGATION, VENUE and JURISDICTION. If a Dispute remains unresolved for sixty (60) days after receipt of the Notice of Mediation, either Party may then submit the Dispute to a court of competent jurisdiction in the State of Illinois. Each Party irrevocably agrees to submit to the exclusive jurisdiction of the courts in such state over any claim or matter arising under or In connection with this Agreement. 10.5. CONFIDENTIALITY. All communications pursuant to subsections 10.2 and 10.3 will be treated as compromise and settlement negotiations for purposes of applicable rules of evidence and any additional confidentiality protections provided by applicable law. The use of these Dispute resolution procedures will not be construed under the doctrines of laches, waiver or estoppel to affect adversely the rights of either Party. Section 11 DEFAULT AND TERMINATION If either Party fails to perform a material obligation under this Agreement, the other Party may consider the non-performing Party to be in default (unless a Force Majeure causes the failure) and may assert a default claim by giving the non-performing Party a written and detailed notice of the default. Except for a default by Customer for failing to pay any amount when due under this Agreement which must be cured immediately, the defaulting Party will have thirty(30) days after receipt of the notice of default to either cure the default or, if the default is not curable within thirty (30)days, provide a written cure plan. The defaulting Party will begin implementing the cure plan immediately after receipt of notice by the other Party that it approves the plan. If Customer is the defaulting Party. Motorola may stop worts on the project until it approves the Customer's cure plan. if the non-performing Party fails to cure the default, the performing Party may terminate any unfulfilled portion of this Agreement and recover damages as permitted by law and this Agreement. Section 12 INDEMNIFICATION 12.1 GENERAL INDEMNITY BY MOTOROLA. Motorola will indemnify and hold Customer harmless from any and all liability, expense,judgment, suit, cause of action, or demand for personal injury, death, or direct damage to tangible property which may accrue against Customer to the extent it is caused by the negligence of Motorola,its subcontractors,or their employees or agents, while performing their duties under this Agreement, if Customer gives Motorola prompt, written notice of any the claim or suit. Customer will cooperate with Motorola in its defense or settlement of the claim or suit. This section sets forth the full extent of Motorola's general indemnification of Customer from liabilities that are In any way related to Motorola's performance under this Agreement. Motorola—Ft.Worth Master Agreement for Hosting_#nal.12.13.18 5 0 MMOROLA SOLUTIONS 12.2. GENERAL INDEMNITY BY CUSTOMER. Customer will indemnify and hold Motorola harmless from any and all liability, expense,judgment, suit, cause of action, or demand for personal injury, death, or direct damage to tangible property which may accrue against Motorola to the extent it is caused by the negligence of Customer, its other contractors,or their employees or agents, while performing their duties under this Agreement, if Motorola gives Customer prompt, written notice of any the claim or suit. Motorola will cooperate with Customer in its defense or settlement of the claim or suit. This section sets forth the full extent of Customer's general indemnification of Motorola from liabilities that are in any way related to Customer's performance under this Agreement. 12.3. PATENT AND COPYRIGHT INFRINGEMENT, 12.3.1 Motorola will defend at its expense any suit brought against Customer to the extent it is based on a third-party claim alleging that the Equipment manufactured by Motorola or the Motorola Software ("Product)directly infringes a United States patent or copyright("infringement Claim"). Motorola's duties to defend and indemnify are conditioned upon: Customer promptly notifying Motorola in writing of the Infringement Claim; Motorola having sole control of the defense of the suit and all negotiations for its settlement or compromise; and Customer providing to Motorola cooperation and, if requested by Motorola, reasonable assistance in the defense of the Infringement Claim. In addition to Motorola's obligation to defend, and subject to the same conditions, Motorola will pay all damages finally awarded against Customer by a court of competent jurisdiction for an infringement Claim or agreed to, in writing, by Motorola in settlement of an Infringement Claim. 12.3.2. If an infringement Claim occurs, or in Motorola's opinion is likely to occur Motorola may at its option and expense: (a) procure for Customer the right to continue using the Product; (b) replace or modify the Product so that it becomes non-infringing while providing functionally equivalent performance; or(c) accept the return of the Product and grant Customer a credit for the Product, less a reasonable charge for depreciation. The depreciation amount will be calculated based upon generally accepted accounting standards. 12.3.3. Motorola will have no duty to defend or indemnify for any Infringement Claim that is based upon: (a) the combination of the Product with any software, apparatus or device not furnished by Motorola; (b) the use of ancillary equipment or software not furnished by Motorola and that is attached to or used in connection with the Product; (c) Product designed or manufactured in accordance with Customer's designs, specifications, guidelines or Instructions, if the alleged infringement would not have occurred without such designs, specifications, guidelines or instructions; (d) a modification of the Product by a party other than Motorola; (e)use of the Product in a manner for which the Product was not designed or that is inconsistent with the terms of this Agreement; or (f) the failure by Customer to install an enhancement release to the Motorola Software that is intended to correct the claimed infringement. In no event will Motorola's liability resulting from its indemnity obligation to Customer extend in any way to royalties payable on a per use basis or the Customer's revenues, or any royalty basis other than a reasonable royalty based upon revenue derived by Motorola from Customer from sales or license of the infringing Product. 12.3.4. This Section 12 provides Customer's sole and exclusive remedies and Motorola's entire liability in the event of an Infringement Claim. Customer has no right to recover and Motorola has no obligation to provide any other or further remedies, whether under another provision of this Agreement or any other legal theory or principle, in connection with an Infringement Claim. In addition, the rights and remedies provided in this Section 12 are subject to and limited by the restrictions set forth in Section 13. 12.3.5. Customer shall defend,at its own expense any action brought against Motorola by a third party to the extent that the action is based upon a claim that any software furnished by Customer, or as used in accordance with the Customer's instructions, infringes any U.S. copyright or trademark of a third party. Customer shall pay those costs and damages finally awarded against Motorola in any such action that are specifically attributable to such claim; provided that: a) Customer is promptly notified in writing of the claim; b)Customer has control of the defense and any negotiations for its settlement(unless it refuses to Motorola_Ft.Worth—Master Agreement for Hosting_flnal.12.13.16 6 0 /MOTOROLA SOLUTIONS defend or participate in negotiations); and c) Motorola provides Customer with all reasonable assistance, information,and authority necessary to defend against or settle such claim. Section 13 LIMITATION OF LIABILITY Except for personal injury or death, Motorola's total liability, whether for breach of contract, warranty, negligence, strict liability in tort, indemnification, or otherwise, will be limited to the direct damages recoverable under law, but not to exceed the price of the Services with respect to which fosses or damages are claimed. ALTHOUGH THE PARTIES ACKNOWLEDGE THE POSSIBILITY OF SUCH LOSSES OR DAMAGES, THEY AGREE THAT MOTOROLA WILL NOT BE LIABLE FOR ANY COMMERCIAL LOSS; INCONVENIENCE; LOSS OF USE, TIME, DATA, GOOD WILL, REVENUES, PROFITS OR SAVINGS; OR OTHER SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO OR ARISING FROM THIS AGREEMENT, THE SALE OR USE OF THE EQUIPMENT OR SOFTWARE, OR THE PERFORMANCE OF SERVICES BY MOTOROLA PURSUANT TO THIS AGREEMENT This limitation of liability provision survives the expiration or termination of the Agreement and applies notwithstanding any contrary provision. No action for contract breach or otherwise relating to the transactions contemplated by this Agreement may be brought more than one (1)year after the accrual of the cause of action,except for money due upon an open account. Section 14 CONFIDENTIALITY AND PROPRIETARY RIGHTS 141 CONFIDENTIAL INFORMATION. During the term of this Agreement, the Parties may provide each other with Confidential Information. Each Party will: maintain the confidentiality of the other Party's Confidential information and not disclose it to any third party, except as authorized by the disclosing Party in writing or as required by a court of competent jurisdiction; restrict disclosure of the Confidential information to its employees who have a "need to know" and not copy or reproduce the Confidential information; take necessary and appropriate precautions to guard the confidentiality of the Confidential Information, including informing its employees who handle the Confidential information that it is confidential and is not to be disclosed to others, but these precautions will be at least the same degree of care that the receiving Party applies to its own confidential information and will not be less than reasonable care; and use the such Confidential information only in furtherance of the performance of this Agreement. Confidential Information is and will at all times remain the property of the disclosing Party, and no grant of any proprietary rights in the Confidential Information is given or intended, including any express or implied license, other than the limited right of the recipient to use the Confidential Information in the manner and to the extent permitted by this Agreement. 14.2. PRESERVATION OF MOTOROLA'S PROPRIETARY RIGHTS. Motorola, the third party manufacturer of any Equipment, and the copyright owner of any Non-Motorola Software own and retain all of their respective Proprietary Rights in the Equipment and Software, and nothing in this Agreement is intended to restrict their Proprietary Rights.. All intellectual property developed, originated, or prepared by Motorola in connection with providing Equipment, Software, or Services fol'Customer use or access remain vested exclusively in Motorola, and this Agreement does not grant to Customer any shared development rights of intellectual property. Except as explicitly provided In Section 3.5, Motorola does not grant to Customer, either directly or by implication, estoppel, or otherwise, any right, title or interest in Motorola's Proprietary Rights. Customer will not modify, disassemble, peel components, decomplie, otherwise reverse engineer or attempt to reverse engineer, derive source code or create derivative works from, adapt, translate, merge with other software, reproduce, or export the Software, or permit or encourage any third party to do so. The preceding sentence does not apply to Open Source Software which Is governed by the standard license of the copyright owner 1s. DISCLAIMER OF ACTIONS CAUSED BY OR UNDER THE CONTROL OF THIRD PARTIES. Motorola Ft.Worth Master Agreement for Hosting_Rnat.12.13.16 0 /I+iT071DR0" SOLUTIONS 15.1. Motorola shall take reasonable precautions to protect Customer-supplied data that is resident on its computers and to prevent unauthorized access to computer databases by unauthorized third parties ("hackers") that Motorola maintains for its customers. The precautions taken by Motorola to protect customer-supplied data are the same, as Motorola would take to protect its own vitally important or proprietary data from disclosure. In the event hackers do gain access to customer supplied data or computer databases that Motorola maintains for its customers, Motorola will notify the Customer of this compromise in security and act to mitigate the damage done by hackers. 15.2. Motorola does not and cannot control the flow of data outside of Motorola's Local Area Network as such flow depends In large part on the performance of the data communication service providers controlled by third parties, At times, actions or inactions of such third parties can impair or disrupt the Customer connections to Motorola's Local Area Network(or portions thereof). Although Motorola will use commercially reasonable efforts to take all actions it deems appropriate to remedy and avoid such events, Motorola cannot guarantee that such events will not occur. MOTOROLA DISCLAIMS ANY AND ALL LIABILITY RESULTING FROM OR RELATED TO SUCH EVENTS. Section 16 GENERAL 16.1 TAXES. The Contract Price does not Include excise, sales, lease, use, property, or other taxes, assessments or duties, all of which will be paid by Customer except as exempt by law. If Motorola is required to pay any of these taxes, Motorola will send an invoice to Customer and Customer will pay to Motorola the amount of the taxes (including any interest and penalties) within twenty (20) days after the date of the invoice. Customer will be solely responsible for reporting the Equipment for personal property tax purposes,and Motorola will be solely responsible for reporting taxes on its income or net worth. 16.2. ASSIGNABILITY AND SUBCONTRACTING. Except as provided herein, neither Party may assign this Agreement or any of its rights or obligations hereunder without the prior written consent of the other Party, which consent will not be unreasonably withheld. Any attempted assignment, delegation, or transfer without the necessary consent will be void. Notwithstanding the foregoing, Motorola may assign this Agreement to any of its affiliates or its right to receive payment without the prior consent of Customer. In addition,in the event Motorola separates one or more of its businesses(each a "Separated Business"), whether by way of a sale, establishment of a joint venture,spin-off or otherwise (each a "Separation Event"), Motorola may, without the prior written consent of the other Party and at no additional cost to Motorola, assign this Agreement such that it will continue to benefit the Separated Business and its affiliates (and Motorola and its affiliates, to the extent applicable) following the Separation Event. Motorola may subcontract any of the work,but subcontracting will not relieve Motorola of its duties under this Agreement. 16.3 WAIVER. Failure or delay by either Party to exercise any right or power under this Agreement will not be a waiver of the right or power, For a waiver of a right or power to be effective, it must be in a writing signed by the waiving Party. An effective waiver of a right or power will not be construed as either a future or continuing waiver of that same right or power,or the waiver of any other right or power. 16A. SEVERABILITY, if a court of competent jurisdiction renders any part of this Agreement invalid or unenforceable,that part will be severed and the remainder of this Agreement will continue in full force and effect. 16.5. INDEPENDENT CONTRACTORS. Each Party will perform its duties under this Agreement only as an independent contractor. The Parties and their personnel will not be considered to be employees or agents of the other Party. Nothing in this Agreement will be interpreted as granting either Party the right or authority to make commitments of any kind for the other. "This Agreement will not constitute,create, or be interpreted as a joint venture, partnership or formal business organization of any kind. 16.6. HEADINGS AND SECTION REFERENCES; CONSTRUCTION. The section headings in this Agreement are inserted only for convenience and are not to be construed as part of this Agreement or as Motomia_Ft.Worth Master Agreement for Hostln9 inalAZI3.16 8 40 MOTOROLA SOLUTIONS a limitation of the scope of the particular section to which the heading refers. This Agreement will be fairly interpreted in accordance with its terms and conditions and not for or against either Party. 16.7. ENTIRE AGREEMENT. This Agreement, including all Exhibits, constitutes the entire agreement of the Parties regarding the subject matter of the Agreement and supersedes all previous agreements, proposals, and understandings, whether written or oral, relating to this subject matter. This Agreement may be amended or modified only by a written instrument signed by authorized representatives of both Parties. The preprinted terms and conditions found on any Customer purchase order, acknowledgment or other form will not be considered an amendment or modification of this Agreement, even if a representative of each Party signs that document. 16.8. NOTICES. Notices required under this Agreement to be given by one Party to the other must be in writing and either delivered personally or sent to the address shown below by certified mail, return receipt requested and postage prepaid (or by a recognized courier service, such as Federal Express, UPS,or DHL),or by facsimile with correct answerback received, and will be effective upon receipt: City of Fort Worth,Texas Motorola Solutions, Inc. Attn:City Attorney Attn:Legal Department 1000 Throckmorton St. 500 W. Monroe St.,43'4 Floor Fort Worth,Texas 76102 Chicago, IL 60661 16.9. COMPLIANCE WITH APPLICABLE LAWS. Each Party will comply with all applicable federal, state, and local laws, regulations and rules concerning the performance of this Agreement or use of the Services. 16.10. AUTHORITY TO EXECUTF AGREEMENT Each Party represents that it has obtained all necessary approvals, consents and authorizations to enter into this Agreement and to perform its duties under this Agreement;the person executing this Agreement on its behalf has the authority to do so; upon execution and delivery of this Agreement by the Parties, it is a valid and binding contract, enforceable in accordance with its terms; and the execution, delivery, and performance of this Agreement does not violate any bylaw,charter,regulation, law or any other governing authority of the Party. 16.11. SURVIVAL OF TERMS. The following provisions will survive the expiration or termination of this Agreement for any reason: if any payment obligations exist, Sections 5.1 and 5.2 (Contract Price and Invoicing and Payment); Subsection 8.4 (Disclaimer of Implied Warranties); Section 10 (Disputes); Section 13 (Limitation of Liability); Section 14 (Confidentiality and Proprietary Rights; Section 15 (Disclaimer of Actions Caused by or under the Control of Third Parties); all of the General terms in this Section 16:and Exhibit D, Section 14(Right to Audit). The Parties hereby enter into this Agreement as of the Effective Date. Motorola Solutions,Inc. City of Fort Worth,Texas Y y: � �C V Name: r'4 ► Name: y,1 Tlife: 6 ih(t j LI Title: say Date: ,6 Date: t '" ► Motorola Et,Worth_Master Agreement for Hostlng_final.12.13.16 9 M07 COLA SOLUTIONS Motorola Ft.Worth—Master Agreement for Hosting flnal.12.13.16 10 MO►TORO►LA SOLUTIONS Exhibit A—HQstinx Service Level Agreement Exhibit A: Motorola Solutions Hosting Service Level Agreement (SLA) Page 1 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Table of Contents Exhibit A: Motorola Solutions Hosting Service Level Agreement(SLA)....................................1 1. Period and Scope of Agreement.................................................................................................................................3 2. Motorola Sea vtcxs..».............»...,......... .. ., .. .,..,..,....... . ,..,....,.....,...., ..................... ..3 3. Service Level Target Metrics...................................................................,.................................... ........................8 4. .Customer Responsibilities..........................................................................................................................................9 +YY+'�a.Ll]IYs....a.....M.................»...................M.N.................Y............................N......................H.............................-1O 6. Signatures.....................<................................................................................ ...„....Error!Bookmark not defined. Page 2 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement 1. Period and Scope of Agreement This Service Level Agreement outlines the key business services that Motorola will provide to the Customer. Motorola will provide application, infrastructure, and operation support services for the software applications and functionalities outlined in the table below: A00f. x PremierOne CSR suite PreinicrOne CSR Licenses. system licenses Table I: Motorola Supported Applications/Functionalities The Citizen Mobile Apps and PremierOne CSR Mobile App(city worker),provided by Connected Bits, will be hosted by Connected Bits through Amazon hosting services and integrated with the Motorola PremierOne CSR cloud hosting environment. The Connected Bits apps are not covered by this Exhibit A Service Level Agreement,however,Motorola will manage any trouble tickets to Connected Bits. This Agreement will become effective when signed by the Customer and Motorola and will continue until the termination date specified in this Agreement. Application hosting services arc provided on a subscription basis, and Motorola will bill the Customer annually in advance for the services covered under the scope of this Agreement. 2. Motorola Services Motorola will provide the services listed and described below to the Customer in support of this Agreement: Facility Services Yes Operations/MonitoringOperations/Monitoring Services Yes Application Administration Services Yes Software Maintenance and Upgrade Yes Services Application Recove Services Yes Data Information Security Services Yes Network Services Yes Problem Management/Customer Service Yes Table 2: Motorola Services Page 3 of 10 MOTOROLA SOLUTIONS S Exhibit A—hosting Service Level Agreement_ Facility Services Motorola assumes all responsibility for the computing environment supporting the contracted applications. Motorola Regional Operations Centers provide the most current technology and procedures in information security and environmental control. Operations/Monitoring,Services Applications provided by Motorola are supported by a 24x9 automated monitoring and alert system that notifies support teams in the event of an Application failure. Key customer contacts can be added to the notification list in the event of such a failure. Application Administration Services Applications provided under this Agreement will be the responsibility of Motorola. The Customer will have no ownership right, other than the access to use the application while the agreement is in effect. Motorola will own and manage the application, related databases, supporting computing hardware, and necessary operating systems. Support services are provided to maintain application availability and respond to Customer input within the agreed-upon commitment levels. Touch labor and on-call personnel are provided by Motorola to achieve these service levels Software Maintenance and Upgrade Services Software maintenance and upgrade services are included in the scope of services provided by Motorola. Motorola will provide, at its discretion, software updates to supported applications as applicable. Updates include: • Supplemental Release — Minor release of PmrruierOne CSR Software that contains primarily error corrections to an existing Standard Release and may contain limited improvements that do not affect the overall structure of the PremierOne CSR Software. Depending on Customer's specific configuration, a Supplemental Release may not be applicable. Supplemental Releases &-c identified by the third digit of the three-digit release number, shown here as underlined: is 1_.2.rV' • Standard Release — Major release of PremierOne CSR Software that contains product enhancements and improvements. Standard Releases are identified by the second digit of the three-digit release number,shown here as underlined: "1.1.0," Page 4 of 10 MOTOROLA SOLUTIONS EiMbit A—)!lusting Service Level Agreement Motorola will provide available supplemental or standard releases without additional license fees or Hosting service fees at its discretion and in a timeframe that is beneficial to all parties involved. All services will be performed in accordance with a mutually agreed upon schedule. Supplemental and Standard Release updates will be provided for the current Product Release only. A "Product Release" is defined as a major release of Premier4ne CSR Software considered to be the next generation of an existing product or a new product offering. Product Releases are identified by the first digit of the three-digit release number, shown here as underlined. "1.2.3." For example, upgrades from Release 4.3.0 to 4.3.rf or 4.4.0 will be provided under the scope of this Agreement. An upgrade from Release 4.3.0 to 5.0.1 may not be provided under the scope of this Agreement and may be subject to additional license fees or Hosting service,fees. If a question arises as to whether a Product offering is a Standard Release or a Product Release,Motorola's opinion will prevail,provided that Motorola treats the Product offering as a new Product or feature for its end user customers. Motorola does not warrant that a Release will meet the Customer's particular requirement, operate in the combinations that the Customer will select for use, be uninterrupted or error-free, be backward compatible, or that all errors will be corrected. Full compatibility of a Release with the capabilities and functions of earlier versions of the Software may not be technically feasible. If it is technically feasible, services to integrate these capabilities and functions to the updated or upgraded version of the Software may be purchased at the Customer's request on a time and materials basis at Motorola's then current rates for professional services. Atrolication Recovery Services Motorola provides the following standard Recovery Services. • Infrastructure recovery processes integrated within monitoring and backup infrastructure services. • Of1site tape rotation and retention process. • Templates for the creation of application specific System Recovery Plans, Test Plans, and Business Impact Analyses. Pages of 10 MOrOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Business Continuity Services Motorola provides full coverage of subscribed/licensed Production services to maintain Business Continuity in the event of a failure and declared disaster in the primary Motorola hosting facility. This service excludes any applications that are hosted outside of the primary Motorola hosting facility as well as any Test services hosted inside the primary Motorola hosting facility. In the event of a Severity Level I problem, Motorola will make every attempt to restore Production services in a timely manner. If the Severity Level I problem persists for an extended time, Motorola may, at its sole discretion, declare a disaster. In the event of a declared disaster, Motorola will notify Customer's primary point-of-contact via email. This service supports a Recovery Time Objective(RTO) of four(4)hours, meaning that within four(4) hours of a declared disaster,user connectivity will be restored at an alternative data center for Production services. Additionally,the Recovery Point Objective(RPO)is four(4)hours,meaning that no more than four(4)hours of data would be lost prior to the declared disaster. While a four (4) hour RTO and four (4)hour RPO are the standards associated with this service,Motorola will take actions to reduce both the RTO and RPO as much as possible for a declared disaster.. To practice preparedness for a declared disaster,Motorola will conduct coordinated Business Continuity Services testing annually on a mutually agreeable weekend. During the test, a live failover will be conducted in a manner to eliminate RPO and minimize RTO. At the end of the test, the Production services will be failed back to the primary Motorola hosting facility. Production data input during the test will be retained,so that the only impact to the customers will be the RTO for the initial failover and fail back operation. Any issues discovered during the Business Continuity Services annual test will be documented and mitigated with process, configuration and/or product changes, Motorola considers this part of their continuous improvement quality plan for its Production hosting services. Data Information Security Services Motorola manages the Application and associated Customer data under the same level of security as internal Motorola data with the following: • Security Planning. • Application and database security • Security of data on the system and end-user authority • Automated security monitoring • Access Control Lists for all computing systems • Security problem determination and resolution • Security audits and review of audit logs • Evaluation and review of new security software Page 6 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Network Services Motorola will implement and support SSL connection to the Hosting facility and be responsible for providing adequate infrastructure and response time within the hosting facility. Customer is responsible for providing adequate internal network infrastructure to ensure adequate response time from inside their respective LAN and WAN. For connectivity and/or performance issues, both Motorola and the Customer will support one another during research and testing efforts meant to isolate and identify the connectivity and/or performance issues. Problem Managoment/Customer Service Motorola provides problem management support for all application services covered by this Agreement. All problems encountered with services provided by Motorola should be directed to the point of contact identified as the primary contact for all interaction with Motorola and the Customer Service Help Desk. Problems will be assigned a severity level based on the criteria in table 3. Reporting of problems should be funneled through the customer's designated primary points of contact. Customer shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the definitions listed in Table 3 Priority Severity Levels. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Motorola's call intake center. Motorola will notify the Customer if Motorola makes any changes in Severity Level (up or down) of any Customer-reported problem." Level Severity Level 1 Total System Failure-occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. Severity Level 2 Critical Failure-Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work-around. Note that this may not be applicable to intermittent problems. Severity Level 3 Non-Critical Failure-Non-Critical part or component failure occurs when a System component is not functioning,but the System is still useable for its intended urpose,or there is a reasonable workaround. Severity Level 4 Inconvenience-An inconvenience occurs when System causes a minor disruption in the way tasks are performcd but does not stopworkflovr. Table 3: Problem Severity Levels Page 7 of 10 "CIPTOROLA SOLUTIONS Exltabit A—Hastinwg Service Level Agreement 3. Service Level Target Metrics Service Level Metrics in Table 4 apply to Hosting services rendered to the Customer by Motorola. Motorola shall use all commercially reasonable efforts to meet or exceed the following service level targets for the Production environment: PremierOne PremierOm CSR . 99.0% • Availability measured per Calendar CSR Application Availability Month Application available for use • Twelve(12)hours of maintenance per Availability calendar quarter are scheduled as follows. —First Sunday of the first full weekend of o,,tcli mowh froer ;-7AM CST. Problem Severity Level I + 100%resolved Refer to Table 3 for Problem Severity Management Problem within 4 Hours Level Descriptions Resolved Severity Level 2 . 100%resolved Refer to Table 3 for Problem Severity Problem within 12 Hours Level Descriptions Resolved Severity Level 3 • 80%resolved Refer to Table 3 for Problem Severity Problem within 5 Level Descriptions Resolved* working days Severity Level 4 • 75%resolved Refer to Table 3 for Problem Severity Problem within 20 Level Descriptions Resolved* working days Table 4: Service Level Target Metrics * Severity Level 3 and Severity Level 4 Problem Target Metrics apply to availability of Facility Services,hardware infrastructure,and Networks Services. All Severity Level 3 and Severity Level 4 Problems related to Software defects are subject to the Target Metrics outlined in the Maintenance and Support Agreement of the Master Contract. Motorola will provide to the City of Fort Worth a report that outlines the major root cause for all instance of unscheduled system downtime including the Service Credit(s)owe to the City of Fort Worth. This preliminary report is to be delivered within five(5)business days of problem ticket closure and a final report in ten(10)business days. Page 8 of 10 MOTOROLA SOLUTION'S MIbit A—Hosting Service Level Agreement Service Credits for Severity Level I and 2 Problems a) System Availability. the City of Fort Worth shall receive a Service Credit if it experiences performance issues in which Production System Availability is less than 99.0%and the source of the performance issue is within the sole control of Motorola. All performance problem(s)will be resolved in accordance with Table 4: Service Level Target Metrics. b) Failure to determine source and/or remedy. if Motorola(1)is unable to determine the source of the problem within the time periods described in Table 4:Service Level Target Metrics and/or(2)is the sole source of the problem and is unable to remedy such within the time period described in Table 4: Service Level Target Metrics,Motorola will deliver a Service Credit to the City of Fort Worth for each two(2)hour period in excess of the time periods for identification and resolution described in Table 4: Service Level Target Metrics. j Customer must request service credit. In order to receive any of the Service Credits described in Section 5b above,Customer must notify Motorola in writing within pinery(90)days from the occurrence of any event for which Service Credit is the remedy. d) Maximum service credits.In the event that Customer experiences downtime,in other than a catastrophic event,it shall be eligible to receive from Motorola a Service Credit.The aggregate maximum number of Service Credits to be issued by Motorola in a single calendar month shall not exceed ten(10)Service Credits. In the event of annual service payments,Service Credits will be issued at the end of the year for which payment was received.Where payment is made quarterly, Service Credits slialI be issued for the quarter following the downtime or performance problem, unless the Service Credit is due in Customer's final month of service.In such case,a refund for the dollar value of the Service Credit will be mailed to Customer 4. Customer Responsibilities Service Administration Customer is encouraged and requested to monitor system availability and report concerns as appropriate through a finite number of System Administrators. Customer and Motorola shall jointly determine the specific number of System Administrators who will interact with Motorola to effectively manage Motorola services. Once identified, Customer, via a Customer Registration Form, shall provide all necessary System Administrator contact information to Motorola, i.e., name, phone number, mobile phone number, pager number,email address, mailing address, and a secondary point of contact and their contact information. Customer shall provide the necessary resources to assist with the effective deployment,maintenance and administration of the application services (e.g. assistance with the scheduling of planned system maintenance activities). User Administration Customer is responsible for provisioning and maintaining appropriate end-users of the hosted application with all of the necessary facilities to adequately access and utilize the hosted application; including but not limited to, a Personal Computer (PC) with sufficient processing, memory and networking capabilities. Page 9 of 10 MOTOROLA SOLUTIONS Exhibit A—Hosting Service Level Agreement Network Services Customer is wholly responsible for the support,maintenance,and monitoring of Customer's Local Area Network (LAN). Motorola may, at its discretion, isolate perceived performance problems (e.g., availability) to the LAN and provide relevant data to Customer, however, Motorola bears no responsibility to correct defects located within Customer's LAN. 5, Definitions PremierOne CSR and CSR shall mean the Motorola PremierOne CSR Background Intellectual Property including the object code and all.Foreground Intellectual Property related thereto. Downtime shall mean that the PremierOne CSR Application is not available via an Internet connection. Application Availability shall be measured as follows: (Total Minutes of the Month - Minutes of Scheduled Service - Minutes of Downtime) / (Total Minutes of the Month - Minutes of Scheduled Service). Service Credit shall mean four(4)hours of remote services work to be used at the sole discretion of the City of Fort Worth for any standard services work and the valuation of a service credit is the current services rate times four(h). Catastrophic Event shall mean any natural or man-made incident,including terrorism,which results in extraordinary levels of mass casualties,damage,or disruption severely affecting the population, infrastructure,environment,economy,national morale,and/or government functions. Page 10 of 10 MOTOROLA SOLUTIONS Exhibit B Motorola PremierOne CSR Statement of Work For the City of Fort Worth, Texas December 20, 2016 TALE OF CONTENTS 1.0 Motorola PremierOne GSR Statement of work............................................................2 1.1 Project Staffing and Management................................................................................ 3 1.1.1 Motorola Project Team............................................................................................3 1.1,2 Motorola Project Team Roles and Responsibilities.......................................:.........3 1.1.3 City of Fort Worth Project Team Roles and Responsibilities..................................4 1.1.4 Kick-off Meeting......... ...........................................................................................6 1.1.5 Project Plan..............................................................................................................7 1.1.6 Acceptance Certificate Procedure........................................................................ .30 1.1.7 Change Order Procedure........................................................................................30 1.2 Software Deployment.................................................................................................30 1.3 System Access Testing...............................................................................................31 1.4 Data Migration...................:.........................................................................................32 1.5 Training......................................................................................................................33 1.6 Citizen Web Portal Configuration.... .........................................................................37 1.7 Interface Deployment............. ...................................................................................38 1.8 Cloud System Testing.................................................................................................38 1.9 Cloud System Go-Live.................. ...........................................................................39 1.10 Post Go-Live Support.................................................................................................39 1.11 PremierOne CSR Cloud A.ssumptiams..................... ................... 39 1.12 Cmplementation Milestones....... .......................... ... ...............................................40 AttachmentA—Project Status Report......................................................................................42 Attachment B—Meeting Minutes.............................................................................................44 Attachment C—Change Order Form........................................................................................45 Attachment D—Acceptance Certificate........ ...... ... ............................................ ...........47 Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOV) Page 1. MOrOR+OLA SOLUTIONS 1.0 MOTOROLA PREMIERONE CSR STATEMENT OF WORD Motorola's PremierOne CSR software is a commercial off the shelf(COTS)product with a proven best practice deployment methodology. We offer a low risk approach and a team that can achieve the City's goal to implement the now CRM solution. As is the case with any major software upgrade,the implementation of the PremierOne GSR solution is more than the installation of servers and software. It encompasses other system aspects such as: data migration, integration,testing,training,custom report development and change management, For the City of Fort Worth's implementation to be successful,the City must be an active participant in the project to facilitate a smooth transition to the PremierOne CSR cloud solution. The Phase One(Pilot) is for the Code Compliance,Code Enforcement Division including the CodeOps case management system,and is broken into three distinct stages. • Stage 1—the purpose of this stage is to establish a new parallel PremierOne CSR environment at Motorola's cloud facility. After the environment is established and service request configuration has been completed,Motorola will request a copy of the City's current CRM data that has been converted by the City into the Motorola CSR migration tables to load into the cloud database onvirunment. • Stage 2-The second stage consists of testing and verification using the converted data. The test stage will validate the following three areas: First,it will validate that the new PremierOne CSR environment is functioning correctly and all of the hardware and software that make up that environment are configured properly. Second,it will give the City an opportunity to analyze the converted data within the new service request type definitions in the new PremierOne CSR environment to validate that the data was migrated appropriately to the new environment. Third,it will give the City an opportunity to test the new PremierOne CSR application and validate that it is functioning properly. • Stage 3 -The third stage of the project will consist of one final conversion run of the CSR data to bring the new environment up-to-date with the latest set of production data. After the latest data is converted,PremierOne CSR will be designated and used as the City's production instance of PremierOne CSR. After the Pilot is concluded,the project will move into Phase Two for the Foundational Departments and Phase Three for the Remaining Departments as outlined in the project plan. Phase 2(Foundational Departments)—This phase includes work for the City Manager's Office,Code Compliance,Mayor's Office,Park and Recreation,and Transportation and Public Works. Phase 3(Remaining Departments)—This phase includes work for the Aviation,City Secretary, Economic Development,Financial Management Services,Fire,Library,Municipal Courts,Neighborhood Services,Planning and Development,Police,Public Events,and Water/Waste Water Utility. The following table covers all the tasks,deliverables and milestones that comprise the CRM project. The table includes the project phase/stage,task number(for cross-reference to a Work Breakdown Structure), task/deliverable description,milestone indicator,Motorola responsibility indicator and City responsibility indicator. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 2 MOTOROLA SOLUTIONS The only significant detail that was omitted was the contents of the Go-Live Rtuibook. This was intentional,because the Go-Live Runbook is tailored specifically to account for all unique project constraints and requirements that impact the Go-Live of the PremierOneCSR system. 1.1 PROJECT STAFFING AND MANAGEMENT 1.1.1 Motorola Project Team Motorola's Public Services team is unique in the government CRW311 industry for several reasons that provides a tremendous benefit to the City of Fort Worth not only during the implementation,but for the long term support. First, we are 100%responsible for every component of the solution which includes the design, development,implementation,cloud hosting and support of the PremierOne CSR solution. This provides the City an unparalleled partnership with a single company eliminating finger pointing between the software developer,hosting platform provider,system integrator and support services provider. Second,our team's experience and longevity is without comparison in the government CRM/311 marketplace. Every person on Motorola's Public Service team has at least 6 years of service in our group and each member of the core project team listed in the chart below has at least 1 i years in the industry. This provides the City the most experienced team to help achieve the City's goals and a successful project implementation. Motorola's staffing plan was developed to meet two project objectives: 1. Establish a team that can quickly implement the PremierOne CSR system. 2. Establish a team with experience in creating and delivering a long-term strategy for implementing any future phases of the project. To build this organizational structure,Motorola selected a team of individuals who have complementary skill sets and diverse areas of expertise. 1.1.2 Motorola Project Team Roles and Responsibilities The number of Motorola personnel working on the project will fluctuate based on the task being completed.The following Motorola project roles will ensure a successful project and are not all full time project roles. Also,it is not uncommon for a single Motorola resource to fill multiple roles.The Motorola Project Manager will direct the activities of the Motorola team and facilitate communications with Fort Worth. To facilitate a clear understanding of the project duties,each project role has been defined below. Project Role Responsibilities Delivery Manager The Delivery Manager is tesputjsible for the successful implementation of the City of Fort Worth CRM project. Project Manager The K40f rah h -Peet Manager is responsible for .dining the project plan„directing the activities of the Motorola team,tracking and communicating project status,managing scope,risk, and action.itzn std Motorola Solutions--City of Fort Worth Exhibit B -Statement of Work(SOW) Page 3 MOMROLA SOLUTIONS Project Role Responsibilities Project Lead The Motorola Project Lead is responsible for the day-to- day activities and the project team on-site for the project. Hosting Manager The Hosting Manager is responsible for managing the hosted environment for the City. GIS Engineer The GIS Engineer is responsible for installing ArcGIS server and integrating ArcSDE with the CSR database. In addition,the GIS Engineer will be responsible for conducting GIS configuration review sessions to review the installationtsetup of the City's ESRI GIS data with PremierOne GSR. Cognos Report Lead The Cognos Report Lead is responsible for introducing Fort Worth's report writers of the capabilities inherent in PremierOne CSR Reporting. Configuration Lead The Configuration Lead is responsible for leading the configuration work on this project.This includes working with the City to understand the configuration for Service Request(SR)types,custom letters,mobile SR type configuration,and Knowledge Base configuration. Web Intake Specialist The Web Intake Specialist will assist with applying City design guidelines to the Web Intake application. Training Lead The Training Lead will be responsible for leading the training:for Application Managers,Configuration Specialist,Knowledge Base,and Fort Worth's CSR trainers. Integration Specialist The Integration Specialist is responsible for supporting interface development during the implementation project. 1.1.3 City of Fort Worth Project Team Roles and Responsibilities The number of City personnel working on the project will fluctuate based on the task being completed.The following City project roles will ensure a successful project and are not all full time project roles.Also,it is not uncommon for a single City resource to fill multiple holes. 'Project Role Responsibilities The Executive Sponsor is responsible for being the Executive Sponsor project champion and the ultimate problem solver for any inter-departmental disagreements.Typically,this role is instrumental in insuring the overall project goals are aligned with City management and helps secure the LfLndiny approval. Motorola Solutions—City of Fort Worth Exhibit B -Statement of Work(SOW) Page 4 MOTOROLA SOLUTIONS Project Role ResponsibiUdes Project Manager The City Project Manager is responsible for providing inputs to and validating the project plan,directing the activities of the City team,tracking and coinmunicating project status,and working directly with the Motorola Project Manager to manage scope,risk and action items. Network Assessment Engineer The Network Assessment Engineer is someone familiar with basic network functionality including the various components of a network(e.g.,routers).This role is responsible for insuring the hosted CSR system access and resolving any network issues between a user or group within the City to insure they have the best possible connectivity to the CSR application. Lead Business or Functional Analyst The Lead Business or Functional Analyst provides expertise in the City's business process workflows. Typically,a large department with a large stake in CSR would provide the person to fill this role although it could be filled by someone from a centralized support team like the call center.This role works directly with the Motorola Configuration Lead to insure the City's business processes are accurately depicted in CSR. CSR Configuration Managers Configuration Managers are responsible for maintaining,verifying and modifying SR type configuration.These roles are typically in each major department that uses CSR. Knowledge Base(KB)Analyst/Administrator The KB Administrator is responsible for maintaining and configuring all KB content within CSR and for insuring that external content(e.g.,Intranet PDF file)is accessible to users and the KB Indexer server. Geographic Information Systems(GIS)Analyst The GIS Analyst is responsible for providing any required GIS files to the Motorola GIS Engineer as well as participating in the periodic refresh of GIS data. Trainers Trainers are responsible for participating in'Train.-The- Trainer classes,as well as conducting end-user training for City employees. Interface Technical Analysts Interface Technical Analyst are responsible for supporting any project tasks related to integration between CSR and third.patty systems.Primarily,this role is responsible for testing out the interfaces against the migrated CSR system. Reporting and Business Intelligence(BI)Analysts Deporting and BI Analysts are responsible for testing and/or building any custom reports required by the City. This role provides support for building reports, scheduling reports and publishing reports. Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 5 MOrOROLA SOLUTIONS 1.1.4 Kick-off Meeting The Motorola Project Manager(PM) will prepare a kick-off presentation and lead a corresponding kick-off meeting.To prepare for the kick-off meeting the Motorola PM will develop a draft kick-off presentation. The draft presentation will be based on the following agenda items: • Team Introductions, to include identification of assigned roles on the project for the Motorola Team, • Fort Worth Team introduction including project roles provided by the Fort Worth Project Manager, • An overview of the Motorola Project Plan, • An overview of the project schedule, • An overview of the Fort Worth Project Plan provided by the designated Fort Worth Project Manager highlighting Fort Worth's project activities, • Key Project Management Goals, • Question and Answer The Motorola PM will review the draft kick-off presentation with the City PM prior to the kick-off meeting.Based on comments received at that review meeting,Motorola will make updates to the presentation.Within two(2)business days of the completion of the kick-off meeting,Motorola will deliver the kick-off presentation and meeting minutes to document the meeting and any action iterns. The timeline will depend on the final statement of work that will be developed between the City of Fort Worth and Motorola. There are many factors that impact the timeline such as resource availability within the City to work many of the tasks in parallel,City's involvement in service request configuration,training,data migration,etc. We have provided some high level estimates based on past experiences. • Phase One—47 months • Phase Two—5-8 months • Phase Three—4-7 months 1,1.4.1 Project Status Reporting Motorola will lead weekly status meetings via a teleconference.During the meeting representatives from Motorola and the Fort Worth team will cover the following project topics: • Accomplishments/activities completed during the previous week, • Accomplishments/activities planned for the next week, • Key Project concerns/issues and any related decisions regarding those areas, • Migration issues and their intended resolutions, • Product defects and their intended schedule for release, • Motorola Deliverable and Fort Worth Milestone Status,and • Status of Action Items. Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 6 0 MOTOROLA SOLUTIONS 1.1.4.2 Application Defect Reporting and Enhancement Requests Product defects will be assessed by the Engineering team and once confirmed as a defect; Motorola will create a Change Request for the defect and set a tentative release schedule for the defect fix.The Motorola PM will work with the City to understand and assign a Customer Impact rating for each defect to aid in the timing:of the Change Request within the product roadmap.In general,defects are normally included in the next maintenance release,unless the defect has a high Customer Impact rating,which would necessitate a patch release for a specific customer, Product enhancement requests will have a Change Request created and the request will be available for inclusion in a future product release.The Motorola PM will work with the City to understand and assign a Customer Impact rating for each enhancement request to aid in the timing of the Change Request within the product roadmap.In general,product enhancement requests are included in a future product release at the discretion of the Engineering team based on roadmap constraints.The Engineering team seeks input from the Customer and the CSR Users Group for prioritization of enhancement requests to insure that resources are applied to enhancement requests with the broadest level of appeal to CSR customers. 1.1.4.3 Project Plan Changes During the course of the project it may become necessary to adjust the project plan.Proposed project plan changes will be communicated between the Motorola and City of Fort Worth project managers.If the project managers agree that the proposed change would improve project performance and the proposed change aligns with the statement of work,the Motorola project manager will draft an update to the project plan.The Motorola and Fort Worth project managers will then jointly review the draft change and if both parties agree to the change,the project plan will be updated with the approved change and redelivered. Motorola expects the City PM to approve no-cost change orders and/or to adjust the project schedule as needed when the project plan critical path is not impacted,but Motorola understands the City PM will need to follow internal processes for approval on any change order.Further,Motorola expects the City PM to follow any established rules and procedures within the City far project change nianageinent.This includes but is not limited to informing project staff of pending changes,seeking consensus on the resolution of pending changes,and obtaining approval for pending changes.Motorola understands that change orders requiring additional funding by the City will require City Management and/or City Council approval in most cases and cannot be approved by the City PM. 1.1.5 Project Plan The following table covers all the tasks,deliverables and milestones that comprise the migration project.The table includes the project phase,task number(for cross-reference to a Work Breakdown Structure),task/deliverable description,milestone indicator,Motorola responsibility indicator and City responsibility indicator. The only significant detail that was omitted was the contents of the Go-Live Runbook.This was intentional,because the Go-Live Runbook is tailored specifically to account for all unique project constraints and requirements that impact the Go-Live of the migrated CSR system. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work(SOW) Page 7 MOTOROLA SOLUTIONS PHASE ONE PILOT �=Um 1 1.0 Proirclivilififion 1.1 -Award.t I, y 1 1.2 N X X 1 1-1 Rcvin� N X X ppw ,- 1 1.4 A + icni of Work y X rX 1 1.5 Sign C,rd'.1.i y X X 1 1.6 Present Acceptance 0,t i ific;irL!for Statement or Work Completion y X 1 2.0 1 2.1 Pil LIF:k:L'i, f;1: w Presentation N X 1 2.2 P Pwsenlaticn N X X —1 2.3 N X 1 2.4 SLhc,h:.-.,`Dick-Off Meeh- N X —1 2.5 Conduct Kick-Off Meeting y X 1 16 Present Acceptance Cenific3te For Kick OITMecting y X 1 10 prinkleth n SAOweirev 111stifffivirm - 1 3A §ctup Protk i i in Environment f!,i PF c Productio n mode) N X 1 3.2 Ccrtify Pro,1,;, it��AAic;fliori 1:: ,1 1:. N X 1 3.3 valid;,[-, h P, N X 1 3.4 Conduct h'j.1: TCM11 SVI[L I I I�',I'l N X ' 11 - -— ..-.-.-I.--- X 1 3.5 oi 1'r, 1 wj Software Installation y 1 4.0 (17.1; 4,1 'd)111tIlfilCa E;N X 1 4.2 N X Rq 1 4.3 farecPS1, 1 4,3.1 Rc%ic�,. [c0iim:4d -1L 1'4l[CLl I 1%cz�Mw,liz y Refresh erresh 1 4.3.2 conh,klreparcclfisv-'o l 4"(TsmontkLX n Interface 1 4.3.3 hkikul/Shed I zi--!,\1kmth1vRcfi,,,h hii�ihec N X 1 4.3.4 jnlcilotce 1 4.3.5 Test Parcel/Street L e+ at Jnte ace N 1 4.3.6 in N 1 4.3.7 Fiv Reporled Issues N X Motorola Solutions Ulty of Fort Worth Exhibit B-Statement of Work(SOW) Page 8 MOrOROLA SOLUTIONS 1 4.18 Comfirin ReJ rur,I lies oz Fined 1 4�4 Ivo,tivery-le4 r 16.1jv%h 1 4.1.I Rcview I L-hrill it!(;ri:](its lim 1, tri n Layers Quarterly Refresh N X I i;L.rri(hiarterk Refresh Interface N 1 4.4 X X 4 4 i i L'I ti )v1,:_Q-I:kr I,.j I Cj ,11 tntel 111W N _X 1 4,4 Validate 0Fygofl],;I iv2 h )ii;ut(rJN PlYfroh hilurface —1 4 r Tev P N I kslles Fowl. i);,.w,: N X kv IN'",r N X Fixed N X N X I V". Ocnano N X Schk:dijlv s) t III Access TL:,z i j&.Lor i r'i k v,orkstation N X 1 5.3 Ila firmAccess Test ii ij�n t c;i, i I ,jjUnjjj;;[It I St,[jj)n S N X 1 5.4 1),-,t townt System Access Benchiii;ijf: ;,it each Dcrwriaww 1 ic 11 1-i ation N X 1 5.5 1,17 eli,b N X X 1 5.6 P, In systv.111 compallbilj;, Mndowt ikihefiile and Ivlicrosj,[Age) Y X X 1 5.7g Y X ri(Acctyi mcc Certificw,, -I :i!!.rl jcstin 2 6,0 1)a.;Ldw.,N Ifiwoola Allin 2 6.1 2 6A.1N X 2 6.1.2 wo!,.t-a i!;v RvadimUs N X 2 6.1.3 N X 2 6.1.4 Schvd: N X 2 6.1.5 1,1)01"Y/_4 Y z Co i I amrl p�v'se's 11 the sane ro City in soft Create,a i t,e i e i, i i i in g I c v ift i a-a I io i i &z�Ts i�T�Til ij7 2 6.1.6 (Mid 1r:r.l0 Y X 2 6.1.7 w 1. r,r. iiefi ion Alang el wr Cor g .Training Y X 2 61 2 6,2.1 N X 2 1 6,2.2 Rca,hijesv N X oi 4ents N X 2 6,2.4 ilf One Training Sessions N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 9 MOTOROLA SOLUTIONS Conduct Appfication dlan er Trw;nhi -tVeek 1,ap,I 2.t1 i•+esent Acre ranee Certi realefor Application Manager rrarm-ng N X 2 3 Pic,111W Acceptance Certificate for Training Completion Y X 2 i.0 SI'+Yr'11r thr!#Rurnilort 2 7.1 s,t,ll,s m 1 v,-,o r;I i inn—Cade Coni tionce Code Enforcement Division 2 7.1.1 s 1r I ut,,,or1 S+stein Configuration-Code N X 2 7.11 "''Z' • ° 1'. C011figuration N X X 2 7.l.J 1 rl,; + !cu,+L;;..;,;r r+rr.++t..•rr l Evernal A enc.•,De endetwies N X X 2 7-1.4 !n:r.` +:r..r,;:,;i':r-re r•,and Irarkj7owRides N X 2 7.15 /':,:uu:+r F: +•.ti o=:i; 17 C'nrrleru N X X Z 7.1.b N X X 2 7.1.7 ;, ;;r rr Reumxt T v re Cour oration N X X 2 7-1.8 ::. :I - .,•ce Coni a•otiorr N X X 2 7.1.9 La»r Ic7r .`: ,- _lun N X 2 7.1.10 N X 2 7.1.11 !^,x'•rrr.'. ';r t ;(:r++r..,• j N X 2 7,1.12 I'v=.,aa+t.t, ,c r,r f , r,:r nr(bn t ru ntioit Cade Cour lelien Y X —.-. 2 7.2 Daur 11I t liw _ 2 7.2.1 Review 1),i, : .,,...;,.,+r`!:.ur= N X X 2 7.2.2 Pea lulate A hm•, i:/r.t4ded Data Aligration Tables X 2 7.2.3 Ev on.4tatoro. -;i'n•.iJorl Data A9' rolion Tables X 2 7.2.4 TransferF..rPori i.(( r..1/•;r.arnla d X 2 7.2.5 Don•nioad Era,(t•' N X 2 7.2.6 Migrate Data i,:rr+t',,,,kietion Database N X 2 7.2,7 tirlidnrur Vala Aigirr.•:.1r N X 2 7.2.8 Resolve Data Ali arwa Issues i(needed) 4; X X X 2 7 29 Re!eal Data kfi adorn Unlil No Issues Exist(if needed) X X 2 7.3 Presem Acct tanee Certificate for Data Migration Completion X 2 8.0 Citizen Web Portal Configuration 2 8.1 IdentifyCi Technical Resources to su ort Web Portal Configuration 2 8.2 Provide Look and Feel Configuration Files N X 2 8.3 Perform Citizen Web Portal Configuration N X 2 8.4 Validate Citizen Web Portal Corif igumiion N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) rage 10 MOTOROLA SOLUTIONS Cenificatc for Citizen Web Portal Configuration Completion 0 1-);;,.N it"R,Y'l,I n I 11?n�ilw ly Voldrold 2 9.1 1,mwjkg Facility N X 2 1).2 V;I I,Linc I i,m i;lw Facililv Ru;idipcss N X 2 9.3 lI- IfyFINC C4.) lig N X w, 2 9.4 h'�,;ule Rop,-r I ConfiguTanou k 1.T):kV-q 1-5 N X Y —2 9.5 Conduct Rqui(qqQ—rj—V1Ka-1i00lir 'i.-- A'...J 1- 1-4; X 2 9.6 pw,., ,I czl=,HW,: lo;1 o% kt-!wo I oinpletionX 2 10.0 O'i,W 2 10,1 11 It L 1.1 k t dI I-, f 1.1 ol!'I 2 10.1-1 *N *X** 2 10.1.2 fwce 10 Suppart CadeOps lnterface N X 2 10.1.3 v Coowet-for N X —2 10.1.4 rc)Pro-factionApplitarlon Hub N X 2 10.1.5 N X 2 10.1.6 N X 2 10.2 Cwi5!,-t!r;ifi1)i1 Codt-Qps Y X 2 10.3 Sit Mobilt Apjjy —2 10.3.1 YRAlobilel(pps-Intetface N L 2 10.3.2 Di-ploy Prewar,-(,h, ywn 11plyfiration Hik N X 2 10.3.3 Cont gmeSerwcem kern„,,, N X 2 10.3.4 Test Prernier0ne,CSR MwIj,,,-crface N X 2 10.3.5 Validule PrewierOne CSR Ahil�)i, -jEE Inter are N X 2 10.4 Present Acceptance Certificate foo kwetface Conriguration Pireinier0ne CSR Mobile Apps Y X 3 11.0 Train-the-Traliter Truinh!g 3 11.1 IdenfiTraining FAciliiv N X 3 11.2 Validate Training Favi:o Readiness N X 3 113 Identify Five(51 Stud,w; :.,hr City Trainers N X 3 11.4 Schedule One Conti guo,n, iliwe-DavTrainingSession N X 3 11.5 Conduct Train-the-Triwm,:! i I a,iI,ing-Week 1,Duls 1-3 Y X 3 11.6 Pment Acceptance Cc r t i!i c,,z,-r.)i Train-the-Trainer Training N X 3 12.0 End-User Trainhiz for R iemgq�rs and Call Cewler Meg 12.1 Identify Training Facili�, N X Motorola Solutions—City of Fort Worth Exhibit B Statement of Work(SOW) Page I I MOTOROLA SOLUTIONS Trainj p iv N 12.3 1:41? hz, I r,uncd N X 3 12.4 ]--lie&I'::t t1w I[;,:1-1).v, I I!,IA ..,I I i'llwn'L,so'sioils in the�;iinc Week N X 3 12.5 1-( ,,. 1 r ,,hM; .111 1%•:I It! I I-(-L 1. 1-4 Y X 3 12.6 11 1 1 .,1 1.11:7 1hi d:rz;I i I, 1 A I.-a 11 Center Users N X 3 13.0 Ad,lwijcvd-L?qL(frf1 I r I I naill'i 3 13.1 Identify Traitua.-i,,,:Ile. N X 3 13.2 Validai �1 i:iininp - i� I N X 3 13.3 1 dt!I I I if'r I- 5 1 11 h -brained N X 3 13.4 11.cd P,-:4,1;1 1 IaLtipz ses5i,::l WCA, 1,Days 1-5 N X 3 M5 Canduct Advanced Rep%it 1 1 1! I. 1 %-V"k i,Days 1-5 Y X 3 13.6 Present A cecritance C;e I I i 1, Y.,r Ak%.li cel Reports Training Completion N X 3 14.0 KiwivIedge BaN,-TrahjhLl Ji,rhotowte4grAuffiors 3 14.1 Idenlilv I Tw;;vi: N X 3 14.2 VQvIdLIV! I I I i: N X 3 14.3 1 Studvw- i,,1, 'Trained N X 3 14.4 hcdulc I k%-i fInc-Da}-11 Lot,;I i: in the sail, Week N X 3 14.5 Conduct Kjik...ledgc Base-1 wimi[R -2 Y X 3 14.6 presollTldlloe�C.Crljflcatc�klr K!i,, i I i1ning N X 3 15.0 ),lid-U.w),Frablim: ))-chi,(irappucahju) 3 15.1 1 X Trimmic Facility N -T 3 15.2 Wid.iiw ;I wiwi'i;Lt.h:,, ',.;%dkncss N X 3 15.3 Iduakit) 10 1 nd-t kov Trairlhig N X 3 15.4 'Schedule: Al I I N X 3 15.5 onduo All Pii;l-4 ,i i-!,,:w ;w:ir, N X 3 16.0 sreyjo(io-f Irl' 3 16.1 P", N X 3 16.2 P', N X X 3 16.3 ['C!.,I.t--LjI!-LiveRunbook Y X X 3 16.4 SchedLii-,,t,,J %)Ic N X X 3 16.5 Execlik c Runbook Y X X 3 16.6 Place err,duction Use Y X X 3 16.7 aYs 1-5 N X Motorola Solutions-City of Fort Worth Exhibit B-Statement of Work(SOW) Page 12 dft Wo MOTOROLA SOLUTIONS 3 16.8 Presenl Acce tancc l'crtrG:alC ior 1 77C Go-Live Su i ton Complefinn N 3 17.0 Post Ga-LiveSrr ort 3 17.1 Monitor CSR System and Interfaces N X X 3 17.2 Report CSR S vem or Interface Issues N X 3 17.3 Resolve CSR SN :. ra or Interface Issam, if needed N X X 3 17.4 Transition City tc.c-'S1¢ Plc°yp Desk for Ongoing Maintenance Su urs Y X X 3 17.5 Present.Acr°cjatsnccc'4•,i!!i _tOfor Post Go-Live Su ortComlesion N X 3 18.0 7rriry.5'n%tnvrn'hro-lrll 0rrur 3 18.1 Set1ipTcSC1';.w1 1:11%11"111r.ni N X 3 18.2 CertifyTestilr<lin i.;aicaEi:::f?:.rdiur t N X 3 18.3 ValidateTest/Trnis+:� 1':ic.t,ii,u ft,,r,lin as N X 3 18.4Present Acce tattce f'ci i i!i dft w MOTOROLA SOLUTIONS PHASE TWO—FOUNDATIONAL DEPARTMENTS 2 Lo ["vo —2 1.1 11 �Offrvlccti�ww)'1 n: X 2 1.2Jck-Off Meelin.I N X X __�_' 2 1.3 Kick-Off Me%-!iii N 2 1.4 'ivhQdulc Kick-Off Mc,!wg N X 2 1.5 Conduce Kick-0ffTv1eui,q! y X 2 1.6 �i,!,-Off Meeting N 2 2.0 rjal.jent/Site for Testing N X 2 2.1 2 2.2 restin t�bu rack 11-oartmenOSite Workstation N X 2 2.3 0%pwment/Site Workstation N X 2 2.4 N X 2 2.5 N X X 2 16 1, ir.Access Testing N X 2 3.0 )' nmm�L11"no"'he 2 3.1 —2 3.1.1 _I1111_wfi 7).0inilig Ftr Xlllt N X 2 3.1.2 Validate hwiflhx F. iwows N X 2 3.1.3 Idenji j.Tell(M)simley2i., N X 2 3.1.4 Schedule One Confignmo, i,)4,Dwining Session N I X 2 3.1.5 coluhlcl Conti guralionA 1;.,r Training-Week 1.D 1-4 y X Create detailed 1i arcing i cm ov,ualiaty documentation and present the same to Gly in soil 2 3.1.6 and hard cop�,_ y X 2 3.1.7 PresmIA''i"rYo:' N X 2 3.2 AMficaflon itlimagcr I raining 2 3.2.1 _J�ijrif L7�pal s('hil• N X 2 1 3.2.2 Validwe''Itarwixv 1, Rcadiness N X 2 13.2.3 himfifyFo, N X 2 13.2.4 1 Schedule tae j",0 ' r v N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 14 MOTOROLA SOLUTIONS None= y X 2 3.2.6 )rands�� N X 2 3-3 Present Acceprance.CA itificale fat Training Compiction N X —2 4.0 Scstear Configuralion 2 1 SvIltanConfigurallon 2 ldearijj,Cin,Resources 1, 111— e'.i e.;,y 1 N X 2 Dar"mcpYiScrvire Regm, 7,p. f"+1 r o fl'w N X X N X X Z1.4 1,:; a,r,,. :, A fi Rldes N X —2 j w.1.5 X X 2 1.1.6 J ace N X X 2 4,1.7 7:ipeCan figuration N X X 2 4.1.9 1 4-- eT,? "Iedge Base Carr igilrarjoij N X X 2 4,1 YL Set 1.1% N X 2 4A."', Can: le Kilo, il j N i X 2 4.1.11 N X 2 4.1.12 1'..•r-sentAcygplance f 'fe.1)l o N X I 2 4.2 SN-..�tvm Canfi2uratfov Nlaiui's 1).iE1ce 2 4.2A C.fl Resom I to MI. p;f Lf!!figitralioit o'_O ice X 2 42.2 w!!,)1.1)''; N X X 2 4.23 N X X 4,2.4 X 7 4,2.5 1 ry 2; N X X 2 4.2.6 10 N X X 2 4.2.7 ...... N X X 2 4.2.8 ;O Pe))fnwl Arrow: ,r 'M I 111fif'01 "1 N X X 2 4.2.9 J) Row.sl Ti pc Configio,'HO" N X 2 4.2.10 N X 2 4.2.11 N X 2 4,2.12 P? f 1: qaan.e certify-atefior System cbplj�l�frallqn- N X 2 43 System l ilril qpj 1,mopi V:W,:ukd Recreation 2 4.11 CnnrhZfnvfio#j—Park and Recreation N X 2 43.2 1'...... N X X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 15 MOTOROLA SOLUTIONS 4.-1 1 w laro 4'Lm Depw".."fe,it's N X X 2 4.3.4 h,, Hif.viness Proceo,-,anlj1—Ap-'. N X 2 4.3.5 K! N X X —2 4.3.6 ., .W", 1)7N X X` 2 4.17 IS,: N X X 2 4.3,8 Km- 1c,m 4 �Iiujl.rIo I,, N X X 2 4.19 "Yph.le Ser,+ 1r. "'Lfirf,��,,01? N X 2 4.3.10 1 m;-wiv Kit. N X 2 4.3.11 f agAlleSvven; 1'rA,011,11Y,ruar..'Int N X 2 4.112 ".1 j'A<r ta,R,I i u L i'vil N X 2 4.4 systern Cow[Iglu.floill J rhjlspgol 1.11wit Ind Public 1%m k.s 2 4.4.1 Ideinih,On,Rvmmr. Works N X 2 4.4,2 0ocittizent Service Req m 1_j.)e Configitra6w; N X X 2 4A. w.:;;I/I'- N X X 2 4 oww Ridev N X 2 N I X X" 2 N X 2 "al j:, A,rp.,m ' --e Cmilhuiration N X 2 4,4.E I- -Itl Y&I K-IM111-1k and j.;!?,re N 2 "L;r'h f R1 Wel I r 2 N Works N 2 volm"!f': 'j, wj2•,-n,�1 ,1 :v /111,ent A( •v!.Mi, I— and hiblic Works -,.4.12 --i N X 2 l'5 Mii:i (il 2 1 N X X i 5 2 Popw.g: N X 2 4-53 Ft t!i of-r.; Jhlcs N X 2 4.5.4 i,,I N X 2 45.5 Download N X 2 4.5.6 1I? -ate Duu,i m. 0i- e,thm Dot,r N X 2 4.5.7 :,hdclrr-Drrfa.'1'1, : N X 2 4.5.8Y. -r�.,!:_ 1,,I..I+:I I N X X !L-L1j", lh,- awn blMiNo Ashes Lost ffrice&4) N X X - — I. Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 16 Alk MOTOROLA SOLUTIONS tw 4,6 r.'.'[Ii 11:3 L:I(n t.S: 111!)liti l;:,! i,n 7ierlOn N X 2 5.0 rbj'.'if,•tie(,uYl lrrre,ring-!r•.11„Ira-Wit 2 5.1 L.”-.;ik Irlit1114Facility N X 2 5.2allr!::1, r ;nin*lb acilityC u,:-.y N X 2 5.3 r!.our 1 al IN Studyr. aliL l r .SRRepc ,_11•.2 N X 2 5.4 r,,!ll 1 n,mt Configuration Revict.tiessiat E'�cck I 1-5 N X 2 5.Sn,rt Configuralinn Re_vim �r,ssion 1t'cak 1.Days N X 2 5.6 1:1_rt �I inllCl �ti a,n r 111E!�', N X 2 6.0 tru rt_ .- 2 6.1 hrtrriilt C'r,uEE rnr;rlirn-Acecl:v 2 6.1.1 1.'r,, ,: t iiJ'f a , ':r;Ravin„ Sr :r? h:r• N X 2 6.1.2 I" Return Cowiectivilyt,- i, , l :,:,. •. 11 N X 2 6.1.3 Itr, r„rlcrctn Connectur N X 2 6.1.4 �cfif'ctar'ctu Aceela hileifa,'. !i N X 2 6.1.5 r blot,Accela Connector to 14,"h,,:;:,,. !pplirrtion Hub N X 2 6.1.6 rr Accela Luer face ti X 2 6.1.7 1,rtklule Accela lntea:+ X 2 6.2 Pic. nr Accrptance(or'i'e,a ,. hicrlace Conliruration-Accela Y X 2 6.3 l11S I _ 2 6.3.1 i•t,,rtt C'i '!r rr r i,; N X 2 6.3.2 !'r lideRenturr c'„rrrr: rn101tof75.Vi.+euiDatabase i'needed N X 2 6.3.3 !?.r lqp 11'i;I,'c ,;:rrnr N X 2 6.3.4 Alft'lrfr^Cly,,•,l iftitlt,au/rri'lifrvcdvdl N X 2 6.3 to/l+4ll:t'!!l + ;',fur,+t'+c.dy,u.rr i+',rrruiwiHub N X 2 t "r.ri,,;'c' N X 2 ,r i.7 , , II ti.i!IYr%r'r'trr['e' N X 2 d Ple:"m; �t :rl:as L,u lir , !i•l lor, ,.,..f'a+rlr X nl.rl:,�r. !I:�i Y 2 lnlrrNice(,atrti'ursliun t uif iFerPod rktj 2 ii.j.1 i l',`+1 urri hnCfarc' N X 2 i1�.5.2 1'rrr t 1 rrrr rr r ,rtrr::,,u rr 1 fs rr"ra',u,dr e,.er It r r+,r+, wo a't") N X ? 6.5.3 !'-,ete, i rt 1'..,: r e,,•.: a' N X 2 6.5.4 til.a!/j Ctrrri,rr 1 .rt, !'.: ', rn;,r!,' lace fifnec�tc'rtt N X 2 6.5.5 I,�pfcrt 1 cv_t, r' !�i„,i C r rJuetiatt A t licntian Htd, N X Motorola Solations—City of Fort Worth Exhibit B-Statcnzent of Work(SOW) page 17 MOTOROLA SOLUTIONS 'cVrifi,(pelpoint)Leer ace N X 2 N X 2 6.6 V:ceptance Cerlificate for Interface Configil i mLon-Ws il"W01point) y X —2 6.7 Interlace Conti Ruration-Oracle_R!p_htl�v_ 2 63fify.1 IdenCity Technical R,.,.)t Van,11m:"ace N X =-Cefe-snn 2 &7.2 N X —2 6.7.3 Dene* Oracle Righ0-,s (cmele, r N X 2 6.7.4 kfodify CumewfOeade RightNowInterjz-- atv..A,ii N X 2 6.7.5 Deploj,Oracle RightNmv Connector to h utivoworApplication 1111b N X —2 6.7.6 Test Grade R I,111red4ce N X 2 6.7.7 Validate Owle RightNow haofiace N X 2 6-8 Present Acceptance Certificate for Interface Configuration-Oracle RightNow y X 2 6.9 Interrace Configuration-Maximo 2 6.9.1 Jdcnfi&CiA,Technical Remove to Suppail Havinto hdofiace N 2 6.9.2 Avvide Remote Copwevivi(v to Aladmo Test Database(jfpw� N X 2 63.3 Developllairhno Cannectop- N X �, —2 6.9.4 ACurrent Utuhno Interface(ij'pueeded) N X 2 C95 Deploy Maximo Cormecloo-to Pro&tclion Application Huh N7 X 2 6.9.6 Test Mariam 1111(1 7(v N X 2 6.9.7- Validate Maximo hiteiface N X 2 6.10 Present Acceptance Certificate for Intmfuce ConfiguratJon-Maximo y X 2 6.11 Interface Cone lturnfien-Citizen Mobile Apps 2 6.11A klemifi,City Technical Remove to Suppoi-t Citizen Mobilepps 1weifiace N X 2 6.I 1.2 Cat fiFirm Set-vice Request 7:ypay Jim-Olken Mobile Apps N X 2 6.1 I.3 Tew Citizen Mobile Aljp%Interface N X 2 &11.4 Validate Citizen A)blle Appy hitayace N X —2 6.12 1 Present Acceptance Cerfificatc for Interface Configuration-Citizen Mobile Apps y X 2 6.13 Interface Conflguralion-Premier0ne CSR Mobile Apps 2 6.111 ldewf y Cir y Techn ical Resom-ce to Suppoi-i Pi-een ics'Onv CSR Alobile Apps Intel-face N X —2 6.13.2 Cott igare Service Request Types.for Pi-endej,Ow-CSR kkbileApps N X 2 6.13.3 reir A-einio-One CSR HejbileAp s hilet-ace N X ---, P_ L 2 6.13.4 Validate Ps-einivi One CiSifl Aikohil,A s Interface N X 2 6.14 Present Acceptance Certificate fix IFIICYfaCe Configuration-PremicrOne CSR Mobile Apps y X Motorola Solutions—City of Fort Worth Exhibit B Statement of Work(SOW) Page 18 in qw MOTOROLA SOLUTIONS 2 7.0 Traits-tire-Trainer Training 2 7.1 Identify Training Facility N X 2 7.2 Validate Training Facility Readiness N X 2 73 Identify Five 5 Students to be City Trainers N X 2 7.4 Scltcdule One Contiguous Three-Day Training Session N X 2 7.5 Conduct Train-the-Trainer Training-Week 1,Days 1-3 Y X Create detailed training/cor figuration dorrnrremation and pr esent the sane to City in soft and 2 7.6 hard copies. Y X 2 7.7 Present Acceptance Certificate for Train-the-Trainer Training N X 3 &0 End-User Try inin Lar Managers and Call Center Users 3 8.1 Identify Trainin Facility N X 3 8.2 Validate Training Facility Readiness N X 3 8.3 Identifv Forty(40)Students to be Trained N X 3 8.4 Schedule Four Half Day End-User Training Sessions in the same Week N X 3 8.5 Concluct I nd-User Training for Managers and Call Center Users-Week 1 Sessions 1-4 Y X 3 8.6 l'resentante Certificate for End-UserTraining for Managers and Call Center Users N X 3 9.0 :inti mici-:I Rgjorts Tran#!? orAnat dCsAna s1 Users 3 9.1 Lai; I.N i;,iining Facility N X 3 9.2 J.,r I raining Facility Readiness N X 3 `t 3 1:.u,1. i s r3't Students to be 77ninrd N X 3 ).4 dJ miced Reports Trar i7g .i,. Wcct•: t.1 r.,,: 1-5 N X 3 9.5 t ,nilu,, Wk.n,r; I i Ii,+c;: I !H111L SCSSWIL 'i 1. a,ii,n 1-5 Y X 3 9.6 is nt Acrrl•ranc:t' ;tiliUAW 16? 7'%1k,:m1!a11 W'9WsTrainlng Completion N X 3 10.0 FrrrrsfoL, Ifr.rr 17rrir,irr firrlCttrnrlral c;frrlhfrra 3 10.1 1dentili I i:o.niii, hr,:1:-.; N X 3 10.2 Validate I r:.;a., i;i,it :lteadiness N X 3 10.3 I oily Ten(• '• 1 ;t. to be Trained N X 3 10.4 ti:i ,::cl lar::-I t;r, Training Session.,, N X 3 10.5 tela•.. ltrnr. .+_,t:.Base?rainin .,Week 1,Srssions I Y X 3 10.6 i. n: t .1+1:,,, t r S l 111 Knowledge Base Training N X i+rrrr+ireg i+i t+r,ii_t il,irlir:rhfet 2 1 I.1 1 1+ autl', I i,sa;nir t, N X Rtcadincss N X 2 11.3 1 1dciu !. :.,,;.i:r ,t.:kc r.,�l:nd-User Training N X Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 19 MOTOROLA SOLUTIONS 2 11.4 Schedule All End-User Training Sessions N X 2 11.5 Conduct All End-User Training Sessiulls N X 2 1.0 Swear Co-Lite 2 12.1 Develop Detailed Go-Live Runbook N X 2 122 Review Detailed Go-Live Runbook N X X 2 12.3 Approve Detailed Go-1,ve Runbook v X X 2 12.4 Schedule Go-Live D,,e N X X 2 12.5 Execute Detailed Go•I A i'Runbook v X X 2 12.6 Ph=CSR.S sictn iwo Production Use v X X 2 12.9 Provide On-site Go h,,�BISA Suplrr,1 la __` �,;r„ 1-5 N X 2 12.8 Presctu Acccptattce C rill; .r:,n + x t;:,-1 Sta,r;:rr Completion N X 2 13.0Pos!Gn,_4_ Srpn _ 2 13.1 Monitor CSR 5 sleet aua I I l:;:7 c, N X X 2 13.2 Report CSR S stein or Inturracm I- . , N X 2 13.3 ResolvcCSR System orInterf•.act 1•,x. ,iis is;Jv,1, N X X 2 13.4 Transition City to CSR I lelp I:csh i.:i (1;5%'.j 1! aini,r;r.ims'.S,gwalrt v X X 2 13.5 Present Acceptance CettifiLue till 1'%,S'611 i i,. ti;q•l,,i r.an N X Motorola Solutions—City of Fort Worth Exhibit 8-Statement of Work(SOW) Page 20 MOTOROLA SOLUTIONS PHASE THREE-REMAINING DEPARTMENTS eek-O ':ll,c ri,r —Phase Three 3 . : 1 Pre1:ur iti:_k offMeeting Presentation N X 3 R_:i.,l h:n.4.-t)IT Meeting Presentatien N X X 3 .3 r•_sidn, 1' ❑:k off Meeting Presentation N X 3 1.4 1l yf111_I4ict:-!)i!'h€r :in N X 3 1.5 t.anducc w k-'.1•I Nlco:(nl> Y X 3 1.6 Presetlt Al',.'1.111 r. I+i+ ;l r (III P:L ting N X 3 2.o .5 stein Access Te stray 3 2.1 !dcntifyOnr+.l nl tif.11iiu.Ir :1.1;ll:nlcn[Sk[if 4[ c•.11111 N X 3 2.2 ti I;,1, r,lrnc n Te+u t`, FOL eachDepartrt n:tine Workstation N X 3 2.3 t`l f,i n •.seem 1 f ,1+s(h fluparlr lr '<1er Wotkstation N X 3 2.4 DmllllJt'Ill licuQ11111 i"s nt cech Dc la rrr writl$ite Workstation N X 3 2.5 Revicw lr ,1,.-::. :IS:nchm;,lk, N X X 3 2.6 Pri:-:11::0. 01::,r�Ccld¢icatc for System Access Testing N X 3 3.0 74 a:11hi,G; .itnru'a1a 3 3.1 C+uti ut th,a ttanagcr'T'raining__ 3 3.1.1 llcr:ry, ',r::,,:v; l:+., :n _ N X 3 3.1.2 Valuh:�', Ti.ul:nrr l ilrf: lirrrafrrrs5 N X 3 3.1.3 Idenrin rrn1, N X 3 3.1.aSeheerrr 1l r, r N X 3 3.1-1) C'ondau t ,:; r , r,:r:I',•r:., 1,:r, IVee!1,Days 1-4 Y X 3 3.1.6 Prescut !r .,r , C'errrhrsrtr m f milr'urationManager Trainhi N X 3 3.2 Applicalkvnl)LnLa�ler TrsaininA_ 3 3.2.1 Idenli r'Trunnr,r I-wilily N X 3 3.2.2 ValidateTrainnr,,:1'1. iir; Read resd N X 3 12.3 ldcniih+Five 5)Simi,Ws N X 3 3.2.4 Schedule Otte 1)One-Ow,7)vinink,Sessions N X 3 3.2.5 Cnndnct A licoriwr A1aru�rur'rmilatr g-Week 1,D +I Y X Motorola Solutions -City of Fort Worth Exhibit B-Statement of Work(SOW) Page 21 MOTOROLA SOLUTIONS m 3 3.2.6 Piesew.-Lc cp�,.,nce Cert 'cyte_tor.,y1 ficalion livia i Training N X n _p 3 13 -kic.AwAccc icate ror Training Completion N X ptan,:,Cerfir 3 4.0 "d;'wail.w; w; 3 4.1 Avintinn 3 4.1.1 "d, PSI.-Viewl configm-06011-Aviallan N X 3 4.1.2 bocwpwn .5 .Emtw 111r. N X X 3 4.1.3 Dactanvar ita. ii.-nat Agency Aidencies N X X 3 4.1.4 Analn:e Ravin, 1',,-w. i.,:?N uti111;�w. N X 3 4.1.5 Docionvia Kn-vi! N X X 3 4.1.6 Davionf-w �_,a- Oiy., N X X —3 4.1,7 Trans ti j iL m I rvype caqfiguralinll N X X 3 4.1.8 Bose Coplfiquralion N X X 3 4.L9 wryletr S,01. Ai C ".;fil"arafion N X 1 4.1.10 X 3 4.1.11 N X 3 4.1.12 emtf Arcepronre r S"viem Conkarevivio-Avitmon ConT)h-fiew N X 3 41 S%,iem Configuratiou-firs 3 4.11 N X 3 (".n!figoration N X X —3 4,-'J X X 3 4,2.4 X 3 4.2.5 1 molml Kn - --- Ln*dR�,R,r" wow!lN X X 4.2.6 hpl,,.,fi.jcr Dcp \ X X 3 4.2.7 ratian ti X X 3 4.2.8 X X 3 4.2.9 e X 3 4.2.10 X 3 4.2.11 Wslem cim Jorwrol; 'iNullomy N X 3 4,2.12 Acceptance Cern icale/or Sv.oeln configlowtion-c1tv,secrewly CoNekbqq N X 3 4.3 uration-Economic Development 3 4.3.1 Identif),Cin,Resom cew fq.!, Econonfic Develype inW N X System Gonfigwalien Motorola Solutions-City of Fort Worth Exhibit B-Statement of Work(SOW) Page 22 MOTOROLA SOLUTIONS TL• M .._ 7+ X 3 Processesaud it r,r,;111nr Is!.tf., N X 3 4.3.5 rtcuxt KirowledXe Base C'o_nreut N X X 7 3 4.3.6 v rrrnerrt GtterfExce De�xenderu ies _ N X X 3 4.3.7 rr 3 fr r R11em rr'f&,c srrrrl perforvi. er r it e r - rWatio/x N X X 3 4.3.$ 1 Trur .. +irr7u h i d:. rl:r,, (nr fi r..u,,fr N X X 3 4.3,9 cot"".. r ape.C'a+rlrr u,W,IM N X 3 4.3.10 J. C'or ft+nfniton N X _ _ 3 4.3.11 /nr.ti . . , 1'conomic©c e/rrl;:+'rrt N X 3 4.3.12 P.. ?.f Sl src'ra Confyio .:;•rrr I'ronamic D /nent Completion N X 3 4.4 % ul f .aiili;•:;ir.iI h I¢n-I IICr.11 1-1 ire�-.c::nrror k s.,•i1 11S} 3 4.4.1 Irl nut C; n,::,,,r:: n, . :r,:,a.,r,•'rtl e:,,;rr.rrr,r„rr FATS — N X 3 4.4.2 Daeux r. tr.`ru N X X 3 4.4.3 C}rxum, u:r, '1r,:;r :,r,lr:rr;xn,ri ':rr, la,r•:w, r:rr,'.s N X X 3 4AA Anal;., r v„n ,r it,r?,/4n. k ha N X 3 4.4.5 I.X, ,.,r,rf.hrrs. rlL, fi,M1: r Srrrt€•rr! N X X 3 4.4.6 1>: :,rnarr,lr:¢rau:r /ri.rr,?crxcies N X X 3 4.4.7 v 1:r , :;?:r.':r•.i Perform Service Request Cowtion N X X 3 4.4.8 7',.wvn',r K,ow.r.;f,: ar dPerfarnr F'nau led Base Con mtliorx N X X 3 4.4.9 N X 3 4.4.10 Complete lete Krlorl ledge Rizsr l,.,:ai;::r,;Nrrr1 N X 3 4.4.11 N X 3 4.4.12 precent 4"relveynce Cegificate a`ai n/enx f-on l 4v,r nrtan F.i/N r r,Irgirrrr N X 3 4.5 S�Ilrra( wilwmaliml-Ilri 3 4.5.1 Identi G't Resnm'ces Ir h.r r.r:,r r, Pei; N X 3 4.5.2 Daernnern Sen'ice Requ!_sJ_lri r,wio: N X X 3 4.5.3 C,,,.r e r a?.,rrr-De ar7nr r,:rr,ve(Etretla!'f.� 1 Cv N X X 3 4.5.4 N X 3 4.5.5 LJ�.:`+ a :,rr,r+'lbrTge ljrxsr r'autSrtO N X X 3 45.4 l). ;:n,•,,r l:uel(ac'e'lrtl ',rl,rr,r,r N X X 3 4.5.7 7r,.;.a;•r 1,+:-,s irrl : I J'•r s,;rr: ^l riCCT~le x/est a Card tratla/r N X X Motorola Solutions--City ofFort Worth Exhibit B-Statement of Work(SOW) Page Z3 in MOTOROLA SOLUTIONS 3 4.5.8 Transfer Knonded a and Perform Kiwi ide a&rse Configuration N X X 3 •1.59 Cao! lcte Service Request Ti+e Cart i oration N X 3 4,5.1G Cnurlrleir linuirfcd nreCorr�rution N X 3 4.5.11 fiai,,',,1,^Sa',+dc'nr['e.ml7'u,;rri:,: 1'ur N X 3 4.5.12 Pi c- , a r..f ., +,. ,r. 4, ';.:erne Cant oration-Fire Completion 7N X 3 4.6 System[ii nfi`uraiiwrr I.il11;rr s 3 4.6.1 1, Swklem Confl nrrtllr rr-Library N X 3 4.6.2 ii,.q;am 7)pe Cot.!!t oration N X X 3 4.6.3 liil;epttctoitIF-vieriialAgoicypfpendencies N X X 3 4.6.4 :h.:r lSosiness Pruecs us nein iiro ow Rules N X 3 4.6.5 ? ,;r:rnr Kirnvvkekye na.w Cenrten/ N X X 3 4.6.6 .1... i i r. ,,l.i r 1�:•.,,n —.., N X X 3 4.6.7 1.011,r,: &114, !,.:' rr,,i P:, orm:'c',ice RC uest a Configuration N X X 3 1.6.8 li.r •err KIII,11 rr1r:rP .figllf f err nosc Configuraliolt N X X 3 4.6.9 Curia r So r yrr:..r?r eCo+ r..:r:,, N X 3 4.6.10 Cum ilrle Knonderlye h,n, <w t iraleurr N X 3 4.6.11 1 V alidrne Sicsrenr Ovyf�fiu,,;lion-Un-aq N X 3 4.6.12 N X 3 4.7 UVAIr[ u rtPv rir:ri;un 1lranivilr:st COUrU 3 3 4.7,2 f :arancnt Service Ii,t:,, 1 pr CI-11 rIla%,ni N X 3 4.7.3 /):,eminent hetet e w,i:, r.. ,i I: r,ri i , i'^m n 'car.r:-.r N X X. 3 4.7.4 Arial r+." ur, n 1 f l i+r k luny ku' , N X ---- 3 4.7.5 D1.2, f.i;rn, ,I, fi it a,•ar N X X 3 4.7.6 tr:,:.,., n,?r `+ N X X 3 4.7.7 7 a, 1 : F:r:,r hdge and f erlurnr Service Rvrn,rrr rr v, f antis>i,moul N X X 3 4.7.8 lr,n, r h:r.••svledgepndPcrfn'nrl,r�vit rru '[u,:lrv,,i,o,nrnr N X X 3 4.7.4 Conn: r,.ti,2 race Rhear i- I?'� 1�2n N X 3 4.7.10 Cu,tl rA'unvideclgeBave r�m/�.krr ,rrr,,i N X 3 4.7.1J Voha.w,tvstemConrgur;reran-Afvoi,,i.a!Low is N X 3 4.7.12 Present Acr•t wint:^ :! ,ne for System Cont ,ration-rilmrici al Courts completion N X Motorola Solutions ..City ofl+ort Worth Exhibit S-Statement of Work(SOW) Page 24 0 MOTOROLA SOLUTIONS 1 _ _ + -r`: , .. •,c�iglrlsn.1,r !Ir•Pr•1 Ni.. ..•. ;. .:• rices X 3 4.8.3 Dpcn irr.•'ir:: lJ :n 7,. r r,:.i 1. lex +„4 rcies N X X 3 4.8.4 Analyze l;r:•:,:,s l',;a .,•,.rr,;r+n •,t'.!lun Rulrs N X 3 4.8.5 Docrnne+u r I:. r•.,, ++r N X X 3 4.8.6 Docnrrn,r l+u!,i- I ri.;o.i s,m; N X X 3 4.8.7 Trawler A,!,,I vledgi ,r:r, 1 1„im: r,r C Rval,nw;Ttve..Cwfigtoution N X X 3 4.8.8 Transfer A];anled e.a,i,i P. I rr,rnAl d; Is rs. L'ir.r rr atlotr N X X 3 4.8.9 Com Iele Sendce Rcr< w,i/j I:. r'on i radon N X 3 4.8.10 Cwt lete Knonrled r B;.w(,Wfi-i;rrratiwr N X 3 4.8.11 lralidale.ysrern Cnrtr;'ti,_,rra,rr Nei hbin oodSer•rices N X 3 4.8.12 Presov Acceptance Cerilllrrrte/or,�vstew+Cow T wariort-Nei hborhood Services Com ichon N X 3 4.9 SysteinConfiguratian E'1:rrrnirrt an,9 Iycvela meat 3 4.9.1 Idem! r Citi,Resources ir,•r,r v +•-r+r configuration–Nantriag,and Development N X 3 4.9.2 Dvcunnenl&mice Rc(pcw 1 ip- r 7srje:•nrotiwi N X X 3 4 +.l h„•rrrnem Inter r r r i o: r "r,1!:'< i rain A•en ,De endencies N X X - 1;,+,i,r, .1'r, i!!Ir h: Aides N X 3 4.9 J i ,,rr.,rr to N X X 3 4.9.7 Trurrs 1.r n '•Js;;_a ,I Poitirrw Service Regitew Tipe Can 1 ie atiwr N X X 3 4.9 8Traws,; ;:m-A•ur��walPe onn Ksrmvled a Base Corr nation N X X _. _ 3 d.9.a Cornplere S,,,ri, Ret uesr a Can l`to atiwr N X 4 X.1 Complele K,ru} ? Le Bae Co3 m aliarN X d 3 4.9 11 Validate Spreny r r r;w-Plemring and Development N X PresetsAcceplanr c t'e,lilr0tie,for System Corfgrnadon-Pimming and Deselopmew 3 4.9.12 completion N X 3 4.10 System Confi uration-Police "E 3 14.10.1 !demi i Ci r Resources to suppori SSstern Cow uration-Police N 3 4.10.2 1 Document Semice Request Type Configuration N X 3 4.10.3 1 Document Inler=De ar•tnrert and Ecternal Agency Dependencies N X _\ 3 14.10.4 1 Analwe Business Praeesses and lVa4floty Rules N X Motorola Solutions_City of Fort Worth Exhibit B-Statement of Work(SOW) Page 25 in MOTOROLA SOLUTIONS _ 't UvrldrLt•ddl Jti.+ru,rlcrJgr $rrac•!_'gtrlen/ _ ill X -.�3 Ducvrmeatlahrlaur Depeadernviev N X X 3 4.10 Transfer Kno,±ledge and Perform Son,ke Rerlues!1,p- N X X 3 ' 1 • _ hwns er Knou•led a and Per orm rtnors G.1,., +,,,, e N X X 3 10,9 C.mn le1e Ser vice Re nest T r e Con r orunan N X 3 .1410 Complete Knawled a Base Car i motion N X 3 j 1 r t l l Validate System Configuration-Police N X _J 3 o l 2 Present:icer laneae CerYil7eale or Si-vtem Cont urwlian-Police Completion 3 4.11 S'item Cantjeuration Yttlrlic G_venis_ 3 4.11.1 lrleati •Cilr Rcsotrrrx.r r n urr al+steer Can i rnwllon—Public Events N X 3 4.l 1.2 Document Service lt,.l j,,,, hpe Con t arwtiar N _ X X 3 4.11.3 Docmnew Inter-Delurun.,v;,,r,!Fcterwal A-enev De•derrderrcies N X X 3 4.11.4 Anal to Business Pmr•c;•, -aM i l i ork lata Buf w N X 3 4.11.5 DactrmentKrran•ledi� P.- Owlem N X X 3 4.11.6 Doctunew liter ace r+!y+-.:n.;;n ws N X X 3 4.11.7 Trans er Knoolel c'+t+r�1;',.e h.r a.`::+rr.r)c�yur-+t/,err(rr,rii FrrrcrNrut� N X X 3 4.11.$ T3anserKrrol,r;rr-< ::,:,i!`...t,..;:,;::,,,,detl rBaseCanr emotion N X X 3 4.11.9 Conti4°t�S,,i.. i', ;'r.::rr,vlinJr N X 3 4.11.10 Cunt r, n,., N X 3 4.11.11 ue+rsrr,,:, Iireurs N X 3 4.11.12 !. •. nrdccel; f"mCorr/ir,te.+u+,- k'rr + t'r„rrQletian N X 3 4.12 S,e.tr':nl e 101!tr V nri tl N I L'I A)til e'1N,1 I e r-1'l illi}' 3 4.12.1 i,frrfr R l tl ;tit s va...a ', �11.'ar+..t �k•nr! r.r :•uradon—11'at II ,re(Vater Utility N X 3 4.112 DucannanSetvltre RCtlt{t•+ N X X 3 4.I2.3 Docnniwnbrte!-'I)' N X X 3 4.12.4 rdrtaivze Basinc r:.- mid IFS.rklltrn Rtd s N X 3 412.5 DorarrrenrRran ;+ tt, r N X X 3 4.12,6 Domweert/nlerlscv D+:^ ,u,l,.:,r.r N X X 3 412.7 DwiaerKnot+'ler }en+rJl t ,r:.', f,,tr+,.rl,i•rrbrttgtawtlan N X X 3 412.$ Trwa ex Kirawlei „r-r l'rr r:r,r, J ...1 r. , +rr r N X X 3 4.12.9 Corn leleSenice Retlucv/,m'f rtr!i dr,r,rr,,,t N X Motorola Solations—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 26 MOTOROLA SOLUTIONS 3 4.12.11 Yafa,r Jrti. „rr.,rr Yfun:r i Wal N X Pres rrir Y. a`i;' '+r t':u :rrrrr:,;,. 11aler(Wasre 11'alerWWII, 3 4.12.12 Coln .' N X 3 4.13 Present [ utell nr,eei.,+.C r,.n rlci[on N X 3 4.14 Fkara41gi-, -i titapplicalole) 3 4.14.1 Real t.Dula. •.:rr,.:.i r,•;r y's' N X X 3 4.14.2 Aa Mate Tables N X 3 4.14 1 f't!, 11•;r.r r r Prf 1rrri:! 1+ 'rr A fi ration Tables N X 3 4.14 nr , ilk.-.,Fil ao.1G.r.,rrrla N X 4.1-1 -_ 3 -1.1 J r, w. i urr,min production 1'.1,7,.1:rve N X 3 l.,lr:;;, t1i rrrficxv N X 3 ` k, 1 1 A., N X X 3 4.f-E.r h, ,,.0 1'wa;Migration lrr,ui:Aro Issues Evisi i needed N X X 3 4.15 Pn•„'i,t 1 +.a• lance Certific ar iitr Data Mi tion Com letion N X 3 ” i!rr wir. lirlrrrrr Tj ai rir�.i llwm olrr 3 1 Identtt I rin..:-.! ,•ai!itt N X 3 ? Validalc hmro-r l,w:lic, kcm![ness N X 3 3 Identi( Suppnn f::R Reporting N X 3 1.nrlfw wnion Revicn session-Week 1 Das 1-5 N X 3 it wi,!um 1._j,.�r;i n' Revrc„ ssion-Week 1 Da . 1-5 N X �asrrEum % ti-,r+Nd rn rild'd r.'Jir?;',r}r renewion and pir4ent the sonie to Cb)-in"fl and 3 5 r, Jr.:r,i. ,;r;;.r Y X 3 ['n:•;x Ar q%W1'.c Cru1 wiiic 11-1 rn-arc Report TndninSession Completion N X 3 6.0 iratrnc U 1 Jra ru:ru 3 6.1 InlrrLese C„r+figuralirru-F Ilieen 11r.t+ile Apps 3 6.1A I,i.,:r l-==frr 7echnrcnl R :rJ jrarf C+r ,,r"!r,l,ile A„s huetface N X 3 6.1.2 Cor+f a Ft'rrrt c r?eue r r j c' ;., {r r c'u.11 1fr:ftrr.c N X 3 6.1.3 Tect f rr ,. ,1F,' 1 r N X 3 6.1.4 i';;Ir l.rr i irr,r,: t abile.Uy'•1w,r.r,;,•, N X 3 6.2 Presc'u. t u+. t'ertifir etc Lllc r t r c C'nn6Pnnlinn_Citizen Mobile Apps Y X 3 6.3 1111 VT I JL V C MkIlL ur.etkcn Pe Caltilt0M:C.sR elnk,rle A r,s Motorola Solutions—City of Fort Worth Exhibit B Statement of Work(SOW) Page 27 dft MOTOROLA SOLUTIONS - --------- 3 6.3.2 Jy1gwe Semfee Regnest Tty)&for P, !° s f,hile Apps V X 4 -3 6.3.3 f PrejmerOne CSR AfobileApp.i huetj:ice N X 3 6.3.4 ishite A ar -emirjDne CSR Mobile AgE lwei�L e N X 3 6,4 Pie.,ew Acceptance Certificate for Interface Configuration—PremicrOne CSR Mobile Apps y X 3 7.0 Train-the-Trabier Traliting 3 7.1 Identity I'mining Facility N X 3 7.2 Validate Tnining Facility Readiness N X 3 7.3 3 Identify Five(5)Students to be City Trainers N X 3 7.4 Schedule One Contiguous Three-Day Trairiing Session N X 3 7.5 Conduct Train-the-Trainer Training-Week 1,Days 1-3 y X 3 7.61 Present Accepta cc Certificate for Train-the-Trainer Training N 3 9.0 Burl-ther Truipring for AfaiMeny and Call Center Users 3 8.1 Identify Training Facilit N X —3 812 Validate Training Facility Readiness N X 3 8.3 Identify Ten(10)Students to be Trained N X 3 8.4 Schedule a I lalf-Day End-User Training Sessions N X —3 8,5 1 Conduct End-U%crITaininl;.far y X 3 8.6 Present Acceptance Certificate for End-User Training for Managers and Call Center Users N X 3 9.0 End--User Training 6C if appli c abl e) 3 9.1 ldcntiry Training Facili!y N X 3 9.2 Validate Training Facility Readiness N X 3 9.3 Identify Students to Receive End-User Training N X 3 9,4 Schedule All End-UserTraining Sessions N X 3 9.5 Conduct All End-User Training Sessions N X 3 10-0 Syslew Go-Lim 3 to.) Develop Detailed Go-Live Runbook N X 3 10.2 Review Detailed Go-Live Runbook N X X 3 10,3 A ve Detailed Cto-Live Runbook y X X 3 10.4 Schedule Go-Live Date N X X 3 10.5 Execute Detailed Go-Live Runbook y X X 3 10.6 Place CSR System into Production Use y I X X 3 10.7 Provide On-site Go-Live BSA Su ort .Week 1,Days 1-S N X Motorola Solutions—City of Fort Worth Exhibit B Statement of Work(SOW) Page 28 MOTOROLA SOLUTIONS P"",(W 1 ir"Aup _.•.� I • __I �r.� i r I �. n;maif��ail iW k _X r c I n nrinterfac ! N X 3 1 1 1 3 i n or[nttrtaa l +c;1r t1 N X X 3 11.4 tilt Ei,�lp f1 ;. pec Suppari Y X X 3 11.5 ,.: i•. u•.:, N X Motorola Solutions-City of Fort Worth Exhibit B-Statement of Work(SOW) Page 29 0 MOTOROLA SOLUTIONS 1.1.6 Acceptance Certificate Procedure Upon completion of a deliverable,Motorola shall provide an Acceptance Certificate (Attachment E of this proposal estimate)for sign-off to the City.The City shall be responsible for final review and testing of said deliverable. Document deliverables and deliverables consisting of time shall be deemed accepted when the documents are delivered or when the time is provided.If a submitted deliverable does not perform to the requirements specified for such deliverable,the City shall have seven(7)business days(or another reasonable time frame set during contract negotiation)after Motorola's submission of the deliverable("Acceptance Period")to give written notice thereof to Motorola specifying the deficiencies in detail. Motorola shall use reasonable efforts to promptly remedy any such deficiencies. After completing any such remedy,Motorola shall resubmit the deliverable for review and testing as set forth above. Upon accepting any deliverable submitted by Motorola,the City shall provide to Motorola a written acceptance of such deliverable.Notwithstanding the foregoing,if the City fails to reject any deliverable within the Acceptance Period in the manner described above,said deliverable shall be deemed accepted at the end of the Acceptance Period. 1.1.7 Change Order Procedure Motorola will maintain the SOW with formal documentation denoting agreed upon changes. The City and Motorola will maintain copies of all Change Orders. Any alteration to the SOW that causes an increase or decrease in the time or cost required for the performance of any part of this SOW shall not become binding until both the City and Motorola have agreed upon an equitable adjustment and the SOW has been modified in writing accordingly. The City and Motorola must sign any proposed change orders. When this is accomplished, the change order will be incorporated as an official change to the project.A change order process shall control changes in scope of the SOW.If the City does not have a standard Change Order Request form, the Change Order Request form(Attachment D of this document)can be used for all change order requests. 1.2 SOFTWARE DEPLOYMENT Motorola will install the PremierOne CSR software in the following environments Software Installation Production — Test/Train Motorola will install the database software on the configured database server(s)and configure the database for high availability.Motorola will validate the hardware is ready for software installation using the CSR server specifications as a guideline. Motorola will configure the following servers in the production environment(in pre- production mode): Motorola Solutions—City of Fort Worth Exhibit B -Statement of Work(SOW) Page 30 MOTOROLA SOLUTIONS • CSR Production Database • CSR Production Application Servers ■ CSR Production Cognos Server • CSR Production Application Hub Server • CSR Production Knowledge Base Server • CSR Production Citizen Web Server Motorola will be responsible for configuring the Load Balancer hardware with virtual IP addresses for the various CSR servers to provide a high availability environment for each of the servers.Motorola will certify the production environment°s readiness and the City will confirm the production environment's readiness,The readiness of the production environment will be acknowledged via a signed Acceptance Certificate for Production Software Installation. Prior to the City going live using the new production environment,the following environments will be configured using the production environment as a basis for deployment: • Test/Train Motorola will certify the environment's readiness,and the City will validate each environment's readiness.This validation will be acknowledged via a signed Acceptance Certificate for Test/Train Software Installation. 1.3 SYSTEM ACCESS TESTING Motorola will work with the City project team to conduct system access testing based on a sampling of workstations from different departments and/or sites.The City will identify a testing workstation at each department/site,and the Motorola Configuration Lead will conduct testing to benchmark the following characteristics: • System login • Service request query • Location validation • Service request save • Service request mapping • KB search The City is encouraged to tailor the benchmark characteristics to fit their business.These benchmarks will be used for comparison if the City is experiencing performance issues with the system.For example,ifthe system login normally takes three seconds per the benchmark, and system login is taking ten seconds,then that provides a tangible measurement of the performance issue for inclusion in the helpdesk case notes.After the review of the documented benchmark timings,the review will be acknowledged via a signed Acceptance Certificate for the System Access Testing. Motorola Solutions—City of Fort Worth.Exhibit B -Statement of Work(SOW) Page 31 MOTOROLA SOLUTIONS 1.4 DATA MIGRATION Over the years,Motorola has developed a sound methodology to accomplish data migration from legacy systems.The greatest risks and costs associated with data migration tend to be involving data integrity. It is not uncommon for legacy systems to have lax data integrity rules concerning data storage that result in orphaned records,bad data and extraneous records. To address this problem with respect to data migration,Motorola has developed a series of migration tables that are highly constrained with respect to the data integrity rules of the PremierOne CSR system.This insures that if data can be added successfully to these migration tables,that data is all but guaranteed to migrate into the PremierOne CSR data tables without issue.This does put the burden on City technical staff,but that should be desirable in that City technical staff are a sunk cost and typically have broad and deep tribal knowledge of the legacy system. Additionally,Motorola has built value-added service offerings aka"EZ Tools"on top of the standard PremierOnc CSR capability to accomplish certain types of data load activities via an Excel spreadsheet interface.These EZ Tools allow for the data loading of the following data elements via a Motorola provided spreadsheet: Resources (e.g., Citizen records) • Resource type(e.g.,CITIZEN. • Owning group code. • First name. • Middle namelioitial. • Last name. • Name suffix(e.g.,JR). • Address type(e.g..HOME). • Address. • Home phone. • Work phone. • Mobile phone. • E-mail address. • Up to five(5)flex notes(e.g.,Contact Preference like E-mail,Phone,etc.). Users • Resource information(all fields from Resource above). 0 Useroarne. List of groups. • List of roles. • List of values(e.g.,list of car colors for use in vehicle-related SR.types). It would not be uncommon to use a variety of these tools during a project. The bottom line is that Motorola is committed to removing the risk and complexity from data migration and data load activities in an effort to bolster self-service conveniences as the City uses the CSR application over time. For example,let's say two months after go-live,a department wants to start using CSR. The Load Data EZ Tool would allow the City to use CSR to accomplish the user data toad and list of values data load for the new department by filling out a service request and attaching a Motorola Solutions—City of Fort Worth Exhibit B -Statement of Work(SOW) Page 32 + MOTOROLA SOLUTIONS spreadsheet with the data to be loaded. The CSR database would pick up this service request, process its spreadsheet, load the data and notify the requestor that the data load activity is complete.This is just one example of how Motorola is focused on building out self-service value-add service offerings to help me City manage CSR efficiently and effectively over time. 1.5 TRAINING Motorola strongly believes in the philosophy the city must be able to effectively manage the PremierOne CSR system long after the initial phases of project implementation when Motorola staff is no longer on site to assist. Therefore,Motorola has recommended a training plan to support the philosophy that involves: • On-site training classes • Train-the-Trainer • Knowledge transfer • Training documentation Our customers have found that our PremierOne CSR system is easy to use and intuitive to navigate,thereby requiring mininial training. Motorola believes the successful operation of any system is achieved through staff training and development. Through the experience and success of our implementations,Motorola has developed a training plan to provide our customers with faster project deliveries,a high retention of teaming,and on-going curriculum development for your future employees. Motorola's proven training methodology combines Train-the-Trainer with instructor led training to provide the City with the tools to manage and modify PremierOne CSR. Our training program will provide you with flexibility and independence to manage the system cost-effectively for years to come. We have structured a training program for the staff that will be managing the application and using the application on a regular basis as a normal course of their responsibilities. Technical staff,end users,configuration managers,and"in- house"trainers are trained on their own systems with their own data to increase retention and reduce training time_ Knowledge Transfer Lets the City ©rive Configuration Our knowledge transfer strategy has proven to be effective in past implementations and our trainers incorporate best practices into the training. To support the goal of facilitating the City's command of the system,our knowledge transfer plan includes: • Complete Configuration Manager Training during the initial week(s)of the project. • Early configuration sessions to emphasize concepts taught. • As the configuration process proceeds,a gradual transition will occur,at the mutual agreement of the Motorola and City's project manager(s),where the City's configuration manager begins to enter actual data into the live system with Motorola assistance and supervision at each step of the process. • City of Fort Worth staff will be empowered to crcatc their own service request types within the PremierOne CSR system without Motorola supervision. These service Motorola Solutions City of Fort Worth Exhibit B - Statement of Work(SOW) Page 33 MOTOROLA SOLUTIONS requests are then subsequently reviewed by Motorola at a later date to ensure they have been properly configured. Sessions will include hands-on practice using actual applications in a classroorn setting and will be a combination of leader-led,hands-on activity,and exercises to facilitate knowledge transfer. A key ingredient to the long-term viability of an established CRM solution is having access to the software vendor and its other customer base on a recurring basis for transferring knowledge,sharing best practices,reviewing new product features,and influencing product roadmaps. With Motorola,the annual CSR User's Group Conference is the channel for this connection to Motorola and its customers. CSR provides additional end-user training tools for pre and post go-live end-user training with PremierUne GSR user guides,on-line user help guides and training guides. The user guides are task-oriented with detailed content relating directly to the end-user training. This tool allows Fort Worth to prepare for end-user training with individuals able to pull content related to their specific job duties. Following end-user training,the tool provides the City with a resource for reinforcement of the training that is easily accessed as needed. The various on-line user help guides provide content at the user's fingertips. The on-line help includes: • context-sensitive content based on the user's current active page to speed access to pertinent information, • hierarchical indexes with drill-down and"breadcrumb"activity tracing • full text search capability • hyperlinks to related tasks and topics • ability to print the user guide section related to the on-line help content currently displayed or for any selected sections The training guides are accessible beyond the end-user training. This tool provides supervisors with material for reviews of procedure and process as well as focus material for addressing operational issues. Premier0ne GSR provides the training tools needed by the City to get productive quickly,to stay current on product revisions and new features,and to maximize the benefit available from the use of CSR through all its various training courses which include configuration manager training,train-the-trainer training,application manager training,end-user training, and report development training. For all training classes,it is the responsibility of the City to identify the appropriate students, provide the training facilities,wid provide all training equipment--- to include a projector, screen,and instructor/student computers,as well as network connectivity and access to the PremierOne CSR cloud solution. In addition to these basic training requirements,the City is responsible for providing appropriately equipped instructor/student computers. The following subsections provide the details of each training class. Motorola Solutions City of.Port Worth Exhibit B -Statement of Work(SOW) Page 34 MOTOROLA SOLUTIONS Estimates on the number of users to be trained and the training classes as outlined in the BAFO response. Users Phase 1 Phase 2 Phase 3 Managers 20 30 10 Call Center users 40 10 0 Analytics Analyst 5 5 0 Knowledge Authors 20 10 0 Field Users 0 0 0 In Motorola's original response to the City's RFP, we included the following on-site training classes broken down by each phase of the project followed by a description of each training class. Training Class: Phase One Phase Tivo - - Phase Three Configuration Manager Training 1 class I class 1 class Application Manager Training 1 class 1 class 1 class Train-the-Trainer Training 1 class 1 class 1 class Reports Training i class 1 class I class End-User Training 2 classes n/a n/a Description of Training Classes Configuration Manager Training The Configuration Manager training will be delivered in one four-day class of hands-on system instruction for up to ten(10)Configuration Managers. Students will learn the configuration options and features associated with the Premier0ne CSR application. This class will include the user side of the application including the following:CSR Home Page, CSR Directory,FAQs,Service Request Intake, Service Request Search,Service Request Management, Service Request Mass Entry,standard CSR reports,and MapViewer.This course also includes the creation and maintenance of SR Types using the Administration menus including the following: Service Request Control Panel,Flex Note configuration, Activity/Outcome configuration,Participant configuration,Work Schedule configuration, Location Alerts,List Management,Marquee configuration and User Administration. Application Manager Training Application Manager training will be delivered in a one-day class at the end of the Configuration Manger training and is limited to a maximum of five(5)students.This class will provide instruction on PremierOne CSR's Application Management features to include setup of security roles,creation of resources,scheduling services,default system settings, email configuration,and other global system settings. Motorola Solutions—City of Port Worth Exhibit B -Statement of Work(SOW) Page 35 MOTOROLA SOLUTIONS Train-the-Trainer Training The Train-the-Trainer Training class is a three-day class and is focused on instructing CSR trainers on the CSR application including,the following:CSR Rome Page,FAQs,CSR Directory,Service Request Intake,Service Request Search(Basic and Advanced Search), Service Request Management,Service Request Mass Entry,Standard CSR reports,and Contact Center. The class will include"teach back"sessions where the students will present a lesson back to the class and Motorola instructor to demonstrate their understanding of the system and provide the opportunity to receive constructive feedback regarding presentation of the material. This class is limited to a maximum of five(5)students. Reports Training The Reports Training class is a five day class of Cognos Reports Development Training classes for up to five(5)students. The target audience for this training is students with an understanding of database structure and report development. The Report Training will include training in the following Cognos reporting areas: • Cognos Meta data model • Cognos Query Studio overview of ad hoc reporting • Cognos Report Studio overview of report building Based on our experience delivering report training,Motorola provides the first week of on- site report training and then schedules the second week of on-site report training several weeks later in the project.This gap gives the students time to practice what they have learned and to start building reports that are required by the various departments. The second week of reports training is delivered to the same five(5)students and covers more in-depth and advanced reporting techniques in Cognos Report Studio. This second week is the class listed below in each of the phases for the Analytics Analysts. End-User Training The End-User Training class is a half-day class and is focused on instructing CSR users on the CSR application including the following: CSR Home Page, FAQs, CSR Directory, Service Request Intake, Service Request Search (Basic and Advanced Search), Service Request Management, Service Request Mass Entry, Standard CSR reports, and Contact Center. Each class is limited to a maximum often(10)students. Knowledge Base TraininglContiguradon The Knowledge Base(KB)Training/Configuration class is focused on the functionality of the KB in Premier©ne CSR. This class will include all aspects of creating and managing knowledge base topics(web links and documents)and FAQs while developing a foundation for managing keywords,index configuration,KB searching,KB editing,filter creation and scheduling of services. The Knowledge Base is available for internal City users and accessible by the citizens externally on the citizen web portal based on KB configuration. Motorola Solutions—City of Fort Worth Exhibit B - Statement of Work.(SOW) Page 36 MOTOROLA SOLUTIONS For the City's BAFO request we added the following classes for end-user training as specified. The 'Train-the-Trainer training classes were already included in original RFP response and are not required to be added as part of the BAFO response. Phase One Managers and Call Center Users ._ There are a total of sixty (60) users to be trained, so this will be six end-user training classes for 10 students per class. We already included two classes in our original proposal to cover 20 students and we will add four additional half-day classes for the remaining 40 users. Analytics Analyst—We already included a reports training class in phase one of the project these five analysts will need to attend and we will add one additional S day advanced reports training class. Knowledge Authors— We are assuming these people will be managing the knowledge base. There are a total of 20 users to be trained,so this will be two classes for 10 students per class. We will add two 1 day knowledge base training classes. Phase Two Managers and Call Center Users—There are a total of forty (40) users to be trained, so this will be four classes for 10 students per class. We will add four additional half-day end-user classes for phase two. Analytics Analyst—We already included a reports training class in phase two of the project these five analysts will need to attend and we will add one additional S day advanced reports training class. Knowledge Authors—We are assuming these people will be managing the knowledge base. There are a total of 10 users to be trained, so this will be one class for 10 students per class. We will add a 1 day knowledge base training classes. Phase Three Managers—There are a total of ten (10) users to be trained, so this will be one class for 10 students per class. We will add one additional half-day end-user classes for phase three. For all training classes it is the City's responsibility to identify the appropriate students and provide the training facilities and training equipment to include a projector,screen,and instructor/student computers as well as network connectivity and access to the cloud environment. 1.6 CITIZEN WEB PORTAL CONFIGURATION Motorola will configure the Citizen Web Portal and apply the City's web design guidelines as indicated by the City.At the completion of the Citizen Web Portal Configuration,the City will acknowledge completion via a signed Acceptance Certificate for Citizen Web Portal Configuration Completion. Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work (SOW) Page 37 MOTOROLA SOLUTIONS 1.7 INTERFACE DEPLOYMENT Motorola will work with the Interface Technical Analysts to deploy the CSR interfaces for testing and verification by the City. Each CSR fiaerface will be configured in the cloud environment and will be accessible via a web service endpoint using HTTPS protocol. The City will be responsible for providing an HTTPS web service for the hosted Application Hub server in the cloud to call for any transactions destined for the City-hosted interfaces. The City can host a single endpoint and leverage the XML payload to route the request in the City network to the appropriate interfacing system or the City can host multiple endpoints that are dedicated to each interfacing system or the City can implement a combination of the two approaches. Should the interfacing system be a cloud-based solution,the City is responsible for working with the interfacing system solution provider to provide an HTTPS web service for the hosted Application Hub Server in the cloud to call. Additionally,Motorola will work with the City's GIS technical staff to implement solutions and/or interfaces to support the following: • Locator service for location validation and geocoding • Reverse geocoding service for the Citizen Mobile Apps • Monthly refresh of Parcel/Street layer • Quarterly refresh of Polygon layers(e.g.,Council District) The underlying technical solutions to implement these GIS features will be determined during the project based on remote connectivity,update frequency and other technical considerations. Connected Bits,as part of the Motorola team,will be responsible for setting up the hosted environment for the Spot Reporters system.This includes provisioning the cloud servers; configuring the Spot Reporters application;configuring the interface and testing the interface. The City will be responsible for validating the interface. The City will certify the Interface Deployment as complete and will acknowledge-this certification via a signed Acceptance Certificate for Interface Deployment Completion. 1.8 CLOUD SYSTEM TESTING The City of Fort Worth will be responsible for system testing throughout Phase Two(as identified in the SOW)of the project. This testing will validate the following areas for completeness and accuracy within the hosted PremierOne CSR solution: • Validate converted data • Service request functionality • Service request configuration • Application configuration • Knowledge Base data • Knowledge Base configuration • Report Testing The City will certify the System Testing as complete and will acknowledge this certification via a signed Acceptance Certificate for System Testing Completion. Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work.(SOW) Page 38 MOTOROLA SOLUTIONS '1.9 CLOUD SYSTEM GO-LIVE The Cloud System Go-Live tasks include the development,review and approval of a Detailed Go-Live Runbook.This Runbook will contain all the various Fort Worth-specific steps to execute a successful Go-Live of the cloud CSR system. These detailed steps will be reviewed by the City and Motorola and then approved by both parties as well. Once the Detailed Go- Live Runbook is approved,the City and Motorola will decide on a Go-Live date. Motorola will provide on-site support from one(1)Business Systems Analyst(BSA)for one (1)week following the Go-Live date.This support will include time spent both in the call center and in the departments.The time spent on-site will be used to troubleshoot and assist in resolving any issues identified with the configuration and functionality of PremierOne CSR during Go-Live.If any major issues are still being experienced at the end of the ist week of go-live support,Motorola will provide a 2nd week of on-site support to the City. 1.10 POST GO-LIVE SUPPORT Following the initial on-site support during the Go-Live week,Motorola will provide remote BSA support.This remote support will be accomplished via phone and E-mail and is intended to further assist in troubleshooting any issues encountered by City staff while using the PremierOne CSR application.The City will certify the Post Go-Live Support as complete and will acknowledge this certification via a signed Acceptance Certificate for Post Go-Live Support Completion. Prior to Go-Live,Motorola will also setup the test and training environments and based on the production system's database and configuration settings.Once the test and training environments are accessible and verified by the City,the City will certify the Test and Training Software Installation as complete and will acknowledge this certification via a signed Acceptance Certificate for Test Software Installation Completion. After the cloud PremierOne CSR system has been live for no more than thirty(30)days,the support will transition to the GSR Help Desk for standard product maintenance and support. 1,11 PREMIERONE CSR CLOUD ASSUMPTIONS * Pricing does not include any taxes • Hosting fees start when the PremierOne CSR system is provided in the production environment(in pre-production mode)to the City to start configuration,training and testing for the Phase One-Pilot. • Performance of the PremierOne CSR system is dependent on City's network performance. The City is responsible for ensuring the performance of their network. • Motorola and the City of Fort Worth will develop a mutually agreed to Statement of Work(SOW)for the upgrade and final pricing will be based on this SOW • Motorola's proposal is for a cloud hosted solution accessible to the users via the Internet • Annual cloud hosting services as proposed will support 100 named user for the call center operators and supervisors,500 named users for the departmental users,20 named users for the super users and 10 named users for the IT/system administrative users. • Annual cloud hosting services are based on a five-year hosting contract. Motorola Solutions-w--City of Fort Worth Exhibit B -Statement of Work(SOW) Page 39 MOTOROLA SOLUTIONS • Motorola's proposal and pricing is subject to the enclosed Master Hosting Agreement, Service Level Agreement and Statement of Work(SOW)or,in the alternative,negotiated versions thereof,which may include any provisions required to be included by law or which may be mutually agreed upon by the parties. • Price for adding the additional users in groups of fifty is for named users. 1.12 IMPLEMENTATION MILESTONES Payment Schedule The payment milestones for each Phase are based on the tasks and deliverables outlined in the Statement of Work(SOW)document for the implementation services only. The anflual el hosting fees am payable smua4 in adyaaee. Phase One Pilot Phase One—Pilot Implementation Services Payment Milestmies Deliverable Name P,� yMent Sign Acceptance Certificate for Production Software Installation 25% (Task 3.5) Sign Acceptance Certificate for System Configuration Completion 25% (Task 7.1.12) Sign Acceptance Certificate for Interface Deployment Completion 25% (Task 10.4) Sign Acceptance Certificate for On-site Go-Live Support Completion 20% (Task 16.8) Sign Acceptance Certificate for Test Software installation(Task 18.4) 5% Total 100% Phase Two—Foundational Departments Phase Two—Implementation Services Pavment Milestones _vi T Sign Acceptance Certificate for System Configuration Completion 1)% (Tasks 4.1.12 and 4.2.12) Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.3.12 and 4.4.12) Sign Acceptance Certificate for Interface Deployment Completion 20% (Tasks 6.2,6.4 and 6.6) Motorola Solutions—City of Fort Worth Exhibit B -Statement of Work(SOW) Page 40 MOTOROLA SOLUTIONS Sign Acceptance Certificate for Interface Deployment Completion 20% (Tasks 6.8,6.10, 6.12 and 6.14) Sign Acceptance Certificate for On-site Go-Live Support Completion 20% (Task 12.8) Total 100% Phase Three---Remaining Departments Phase Three— I inn LIQ mentatiopSprv;res Payment Milestones D6 mrawe ame Payment Percentage Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.1 12,4.2.12,4.3.12 and 4.4.12) Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.5.12,4.6.12,4.7.12 and 4.8.12) Sign Acceptance Certificate for System Configuration Completion 20% (Tasks 4.9.12,4.10.'12,4.11.12 and 4.12.12) Sign Acceptance Certificate for Interface Deployment Completion 20% (Tasks 6.2&6.4) Sign Acceptance Certificate for On-site Go-Live Support Completion 20% (Task 10.8) Total 100% Motorola reserves the right to make partial shipments of software and/or equipment and to request payment upon shipment of such software and/or equipment.Except for a payment that is due on the Effective Date,Customer will make payments to Motorola within twenty (20)days after the date of each invoice.Customer will make payments when due in the form of a check,cashier's check,or wire transfer drawn on a U.S.financial institution and in accordance with the preceding payment milestones. Motorola has priced the implementation services,cloud hosting and software quantities as a single system, Changes in implementation services,cloud hosting and software quantities will result in an adjustment of the overall system price. Motorola Solutions—City of Port Worth Exhibit B - Statement of Work(SOW) Page 41 MOrOROLA SOLUTIONS ATTACHMENT A - PROJECT STATUS REPORT 1PROJECTSTA TUS REPORT Client City of Fort Wnrlh Project Number: Protect Pr('n : :,Jr,r, :.:..It Week Ending: Month DD,YYYY rorn: tJate: tv4�rrl'rt FK-1, YYYY a �:r �� ,•1 tL !„' tea,: rr . ID Description of Deliverable Original Date Actual Date Client Approval Due Completed (Y/N) DELIVERABLES 2. MILESTONES 1. 2. 3. 4. Motorola Solutions—City of Fort Worth Exhibit B-Statement of Work(SOW) Page 42 MOTOROLA SOLUTIONS (- JT 5 T TUS ,RES'O'RT t 4 Date Date to Date Numb Discovered Resolve Resolved By2 3 4 5 6 i Date Estimated Customer Customer 7CR Initiated Description Change Days Approved Budget Approved 7 Motorola Solutions—City of Fort Worth Exhibit B -Statement of Work(SOW) Page 43 at wo MOTOROLA SOLUTIONS ATTACHMENT B - MEETING MINUTES City of Fort Worth PremierOne CSR Cloud Migration Proje Meeting Minutes Minutes Meeting Date Meeting Meeting Location Author Time Month DD,YYYY HH:MI AM Meeting Agenda * Topic 1 • Topic 2 Topic Topic 1 Presenter: Details discussed at the meeting regarding Tonic'I Topic Topic 2 Presenter: DISCUSSION Details discussed at the meeting regarding Topic 2 ACTION ITEMS E PERSON RESPONSIBLE; DEADUN Motorola Solutions-City of Fort Worth Exhibit B - Statement of Work(SOW) Page 44 MOTOROLA SOLUTIONS ATTACHMENT C - CHANGE ORDER FORM CHANGE ORDER# Date: Project Name: PremierOne CSR Project Number: Customer Name: City of Fort Worth, Texas Customer ProjectMgr: Contract Number and Date No.: Date: In accordance with the terms and conditions of the above identified contract between Customer and Motorola Solutions, the following terms and provisions are mutually agreed to: Purpose of Change Order The purpose of this Change Order is to Contract Price Adjustments Original Contract Value: $ Previous ChaneOrder amounts for Cha er $ numbers through This Change Order: $ New Contract Value: $ Completion Date Adjustments Original Completion Date: Current Completion Date prior to this Change Order: New Completion Date: Changes ln"Oq • .e ak= i,o.. • •• r Changes in SerVices:(additions,deletions or e s Motorola Solutions City of Fort Worth Exhibit B -Statement of Work(SOW) Page 45 Alk MOTOROLA SOLUTIONS fdescribe change or NIA) a , a as •r NIA) r .. "*Irk Unless amended above,all other terms and conditions of the Contract shall remain in full force.If there are any inconsistencies between the provisions of this Change Order and the provisions of the Contract,the provisions of this Change Order will prevail. IN WITNESS WHEREOF the parties have executed this Change Order as of the last date signed below. Motorola Solutions City of Fort Worth,Texas By: By: Name: Name: Title: Title; Date: Date: Reviewed Date: by: Motorola Solutions Project Manager Motorola Solutions—City of Port Worth Exhibit B -Statement of Work(SOW) Page 46 (W MOTOROLA SOLUTIONS ATTACHMENT C - ACCEPTANCE CERTIFICATE <Date> <Customer Representative's Name> City of Fort Worth,Texas <Address> <City,State,ZIP Code> Re: Milestone Acceptance Certificate Project: PremierOne CSR Dear<Customer Representative's Name>: Please recognize completion of this Project Milestone by signing below.This milestone is for <Millestone Name- Kindly return a signed copy,confirming acceptance of this milestone to your Project Manager. Billing Event: • This milestone is an invoice event.Signing of this certificate authorizes Motorola to invoice<Payment Milestone>for<SS,SSS>.The invoice will be generated upon receipt of this signed certificate. OR • oThis milestone is a progress milestone only,no invoice will be generated. I want to thank you and your team for your continued cooperation in this project.We at Motorola look forward to continuing our relationship with your agency.Please do not hesitate to contact me with any questions or concerns. Sincerely, Project Manager Phone: The undersigned acknowledges completion of the<Milestone Name>milestone. City of Fort Worth,Texas: Signature: Date: Print Name: Title: Motorola Solutions—City of Fort Worth Exhibit B -Statement of Work(SOW) Page 47 Exhibit - Revised December 20, 2UIFTMotorola Solutions On Premise Hosted comments Cost Name Concurrent Name Concurrent Licensing Purchase First Year Maintenance rd Party Software Subtotal First Yea- $322,704,00 Primary Annual Maintenance included 3rd Party Annual Maintenance include /Annual cloud hosting services. Includes the Citizen Mcbile Apps, twenty CSR Mobile Apps(field worker) and Motorola's Subtotal Annual 5322,704.00 Service Offerings. Assisted in addition to the revised pricing shown here i Implementation Exhibit C for the cloud hosting and Overall Design/Planning included implementation services forail three phases, Phase 1 Motorola is including the additional training as Design/Planning included outline in our BAFO response at no additional Installation/Configuration included cost to the City. (A savings of$40,500 for the Training included City of fort Worth). We have also included full Post Launch Support included conference attendance for two people to Subtotal Phase 1 $510,022.00 attend the annual CSR user group conference Phase 2 as part of our hosting services at no additional Design/Planning included cost. (a value of$5,300)• Our cloud hosting Irstailation/Configuration included services pricing @s based on a five year contract Training included at$322,704.00 per year. Pricing does not Post Launch Support included include any taxes. Subtotal Phase 2 $542,822.00 Phase 3 Design/Planning included Installation/Configuration included Training included Post Launch Support included Subtotal Phase 3 $322,200.00 Total implementation Cost $1,375,044.00 Total Implementation Cost plus Year One Hosting Services $1,697,748-00 Total Implementation and Five Year Hosting Services $2,988,564.00 Additional Cost for adding additional users in groups of 50 1 $33,600.00 xt C - RevisM Mecernber 20, 20T6 (Motorola Solutions) Payment Schedule: The payment milestones for each Phase are based on the tasks and deliverables outlined in the Statement of Work(SOW)document for the Implementation services only, The annual cloud hosting fees are payable annual in advance. Phase Cine—Pilot implementation Services Payment Milestones Deliverables Payment Percentage. Sign Acceptance Certificate for Production Software Installation(Task 3.5) 25% Sign Acceptance Certificate for System Configuration Completion(Task 7.1.12, 25% Sign Acceptance Certificate for Interface Deployment Completion(Task 10.4) 25% Sign Acceptance Certificate for On-site Go-Live Support Completion(Task 16.8) 20% Sign Acceptance Certificate for Test Software installation(Task 18.4) 5% Total 100% Phase Two—Implementation Services Payment Milestones Deliverables Payment Percentage Sign Acceptance Certificate for System Configuration Completion(Tasks 4.1.12 and 4.2.12) 20% Sign Acceptance Certificate for System Configuration Completion(Tasks 4.3.12 and 4.4.12) 20% Sign Acceptance Certificate for Interface Deployment Completion(Tasks 6.2,6,4 and 6.6) 20% Sign Acceptance Certificate far Interface Deployment Completion(Tasks 6.E,6.10,6.12 and 20% 6J4) Sign Acceptance Certificate for On-site Go-Live Support Completion(Task 12.8) 20% Total, 1001, Phase Three—Implementation Services Payment Milestones Deliverable5 Payment Percentage Sign Acceptance Certificate for System Configuration Completion(Tasks 4.1.12,4.2.12, 20% 4.3.12 and 4.4.12) Sign Acceptance Certificate for System Configuration Completion(Tasks 4.5-12,4.6'12' 20% 4.7.12 and 4.8.12) Sign Acceptance Certificate for System Configuration Completion(Tasks 4.9.12,4,1012, 20% 4.11,12 and 4.12.12) Sign Acceptance Certificate for Interface Deployment Completion(Tasks 6.2 and 6.4) 20% Sign Acceptance Certificate for On-site Go-Live Support Completion(Task 10.8) 20% Totall: Motorola reserves the right to make partial shipments of software and/or equipment and to request payment upon shipment of such software and/or equipment.Except for a payment that is due on the Effective Date,Customer will make payments to Motorola within twenty(20)days after the date of each Invoice.Customer will make payments when due In the form of a check,cashier's check,or wire transfer drawn on a U.S.financial institution and in accordance with the preceding payment milestones. Motorola has priced the implementation services,cloud hosting and software quantities as a single system.Changes in implementation services,cloud hosting and software quantities will result in an adjustment of the overall system price. �`YORTH Exhibit D ADDENDUM TO MASTER.AGREEMENT FOR HOSTING BETWEEN THE CITY OF FORT WORTH AND MOTOROLA SOLUTIONS,INC. Title of Agreement: Master Agreement for Hosting (collectively"the Agreement") Notwithstanding any language to the contrary in the attached Agreement presented by Motorola Solutions, Inc. ("Contractor" or "Motorola") for subscription services ("services'), the City of Fort Worth ("City" or "Customer") and Contractor (collectively the "parties"') hereby stipulate by evidence of execution of this Addendum ("Addendum"} below by a representative of each party duty authorized to bind the parties hereto, that the parties hereby agree that the provisions in this Addendum below shall be applicable to the Agreement. The parties agree that Contractor will provide City the services as outlined in the attached Agreement, or as agreed to upon extension or renegotiation. 1. INTENTIONALLY OMITTED 2. Services and Costs: The services and costs shall be those included in the Agreement. To the extent the Agreement or Exhibits allow Motorola to charge late fees, the parties agree that such fees do not apply to this Agreement. 3. Termination: Regardless of any language in the Agreement or Exhibits to the contrary, the City may terminate this Agreement at any time and for any reason by providing Motorola with 30 days written notice of termination. The notice must explicitly state the effective date of the termination and whether the termination is in whole or in part,and if in part, which part is being terminated. If City exercises this right to terminate for convenience, it will be liable to pay Contractor for the portion of the Contract Price attributable to the Services delivered on or before the effective date of the termination, including the adjustment of hosting fees to recover any unamortized fees from 3rd party software,hardware and services. 4. Insurance by Contractor: The Contractor shall carry the following insurance coverage with a company that is licensed to do business in Texas or otherwise approved by the City: 1. Commercial General Liability a. Combined limit of not less than$2,000,000 per occurrence; $4million aggregate or b. Combined limit of not less: than $1,000,000 per occurrence; $2,000,000 aggregate and Umbrella Coverage in the amount of$4,000,000. Umbrella policy shall contain a follow- form provision and shall include coverage for personal and advertising injury. 2. Automobile Liability Insurance covering any vehicle used in providing services under this Agreement, including owned,non-owned, or hired vehicles, with a combined Iimit of not less than$1,000,000 per occurrence. 3. Statutory Workers' Compensation and Employers' Liability Insurance requirements per the amount required by statute. 4. Professional Liability(Errors & Omissions)Including Technology Liability a. Combined limit of not less than $5,000,000 per claim$5 million aggregate or b. Coverage shall include, but not be limited to,the following: (i) Failure to prevent unauthorized access (ii) Unauthorized disclosure of information (iii)Implantation of malicious code or computer virus (v) Intellectual Property Infringement coverage, specifically including coverage for intellectual property infringement claims (but excluding patents and trade secrets) and for indemnification and legal defense of any claims of intellectual property infringement, including infringement of copyright, or trade mark (but excluding patents and trade secrets), brought against the City for use of Deliverables,Software or Services provided by Contractor under this Agreement. Technology coverage may be provided through an endorsement to the Commercial General Liability (CGL) policy, a separate policy specific to Technology E&O, or an umbrella policy that picks up coverage after primary coverage is exhausted. Either is acceptable if coverage meets all other requirements. Any deductible will be the sole responsibility of the Contractor Coverage shall be claims-made, with a retroactive or prior acts date that is on or before the effective date of this Agreement. Coverage shall be maintained for the duration of the contractual agreement and for two (2) years following completion of services provided. An annual certificate of insurance shall be submitted to the City to evidence coverage. 5. Any other insurance as reasonably requested by City. General Insurance Requirements: 1. The General and Automobile Liability policies shall include the City as an additional insured thereon, as its interests may appear. The term City shall include its employees, officers,officials,agents,and volunteers in respect to the contracted services. 2. The workers' compensation policy shall include a Waiver of Subrogation (Right of Recovery) in favor of the City of Fort Worth. 3. Insurers will endeavor to provide Thirty (30) days' notice of cancellation of coverage to CFW/MOTOROLA Addendum Page 2 of 6 Draft date 12/13/16 the City. Ten (10) days' notice shall be acceptable in the event of non-payment of premium. Notice shall be sent to the Risk Manager, City of Fort Worth, 1000 Throckmorton, Fort Worth, Texas 76102, with copies to the City Attorney at the same address. 4. The insurers for all policies must be licensed and/or approved to do business in the State of Texas. All insurers must have a minimum raring of A- VII in the current A.M. Best Key Rating Guide, or have reasonably equivalent financial strength and solvency to the satisfaction of Risk Management. If the rating is below that required, written approval of Risk Management is required. 5. Any failure on the part of the City to request required insurance documentation shall not constitute a waiver of the insurance requirement. 6. Certificates of Insurance evidencing that the Contractor has obtained all required insurance shall be delivered to and approved by the City's Risk Management Division prior to execution of this Agreement. 5. Indemnity: To the extent the attached Agreement or Exhibits require the City to indemnify or hold Contractor or any third party harmless from damages of any kind or character, the City objects to these terms and any such terms are hereby deleted from the Agreement and shall have no force or effect. 6. Attorneys' Fees, Penalties, and Liquidated Damages: To the extent the attached Agreement or Exhibits require the City to pay attorneys' fees for any action contemplated or taken, or penalties or liquidated damages in any amount, the City objects to these terms and any such terms are hereby deleted from the Agreement and shall have no force or effect. 7. Law and Venue: This Agreement, including its Exhibits, and the rights and obligations of the parties hereto shall be governed by, and construed in accordance with the laws of the United States and state of Texas, exclusive of conflicts of law's provisions. Venue for any suit brought under this Agreement shall be in a court of competent jurisdiction in Tarrant County, Texas. To the extent this Agreement or Exhibits require them to be governed by any state law other than Texas or venue in Tarrant County, the City objects to such terms and any such terms are hereby deleted from this Agreement and Exhibits and shall have no force or effect. 8. Sovereign Immunity: Nothing herein constitutes a waiver of the City's sovereign immunity. To the extent this Agreement or Exhibits require the City to waive its rights or immunities as a government entity, such provisions are hereby deleted and shall have no force or effect. 9. No Debt: In compliance with Article i 1 § 5 of the Texas Constitution, it is understood and agreed that all obligations of the City hereunder are subject to the availability of funds. If such funds are not appropriated or become unavailable, the City shall have the right to terminate this Agreement except for those portions of funds which have been appropriated prior to termination. CFW/MOTOROLA Addendum Page 3 of 6 Draft date 12/13/16 10. Assignment: To the extent the Agreement and Exhibits address the right to assign any rights or interest in the agreement to another party, such right of assignment shall be reciprocal, and neither party shall have the right to assign or transfer any of its rights or interests in the Agreement without the express prior written consent of the other party. However, the Contractor shall have the right to assign the Agreement to any entity in which it is a recognized legal affiliate or subsidiary or which such entity obtains a majority interest without the consent of the City. However, Contractor shall give the City at least thirty (30) days written notice of any such assignment or transfer of interest. 11. Confidential Information: The City is a government entity under the laws of the State of Texas and all documents held or maintained by the City are subject to disclosure under the Texas Public Information Act. To the extent the Agreement or Exhibits require that the City maintain records in violation of the Act,the City hereby objects to such provisions and such provisions are hereby deleted from the Agreement and shall have no force or effect. 12.Addendum Controlling: if any provisions of the Master Agreement for Hosting or Exhibits conflict with the terms herein,are prohibited by applicable law, conflict with any applicable rule, regulation or ordinance of the City, the terms in this Addendum/Exhibit D shall control. 13. Fiscal Funding Limitation: In the event no funds or insufficient funds are appropriated and budgeted or are otherwise unavailable by any means whatsoever in any fiscal period for payments due under this Agreement, then the City will immediately notify Contractor of such occurrence and this Agreement shall be terminated on the last day of the fiscal period for which appropriations were received without penalty or expense to the City of any kind whatsoever, except to the portions of annual payments herein agreed upon for which funds shall have been appropriated. 14. Right to Audit: Contractor agrees that the City shall, until the expiration of three(3)years after final payment under this Agreement, have access to and the right to examine any directly pertinent books, documents, papers and records of Contractor involving transactions relating to this Agreement. Contractor agrees that City shall have access during normal working hours to all necessary Contractor facilities and shall be provided adequate and appropriate workspace in order to conduct audits in compliance with the provisions of this section. The City shall give Contractor reasonable advance notice of intended audits. In no circumstances will Contractor be required to create or maintain documents not kept in the ordinary course of business operations, City will uses its best efforts to not require Contractor to disclose any information, including but not limited to product cost data, which it considers confidential or proprietary to Contractor, unless required to do so by law. Contractor further agrees to include in all its subcontracts hereunder a provision to the effect that the subcontractor agrees that the City shall,until the expiration of three(3)years after final payment under the subcontract, have access to and the right to examine any directly pertinent books, documents, papers and records of such subcontractor, involving transactions to the subcontract, and further, that City shall have access during normal working hours to all subcontractor facilities, and shall be provided adequate and appropriate work space, in order to conduct audits in compliance CFW/MOTOROLA Addendum Page 4 of 6 Draft date 12/13/16 with the provisions of this article. City shall give subcontractor reasonable advance notice of intended audits. 15. Notice to Subscriber: All notices to Customer shall be delivered as provided for Motorola under this Agreement or Exhibits and sent to: City of Fort Wortb Attention: City Attorney 1000 Throckmorton St. Fort Worth,Texas 76102 16.Amendments: No amendment of this Agreement shall be binding upon a party hereto unless such amendment is set forth in a written instrument, and duly executed by an authorized representative of each party. To the extent software under this Agreement requires acceptance of "click through" license terms, such terms shall not be binding on City, and the terms of this Agreement,including this Exhibit D,shall control,unless otherwise amended. 17. Limited Warranty: To the extent this Agreement or Exhibits include a limited warranty that is curable at Motorola's sole discretion to replace the software or refund money, the parties agree that the City shall have the discretion to determine replacement or refunding of money. Executed this theAW day of 20&. CITY OF FORT WORTH: MOTOROLA SOLUTIONS,INC. SMUR A!Mlt� Rick Rigs ee Assistant City Manager T6 Territory Vice President Date: Date: APPROVED TO FORM AND LEGALITY: By:7 -- - Jessie c S angsvh Assi a I t City Attorney 11 ATTEST: By: ary ye(r, CFW I MO ORO:A Addendum Page 5 of 6 to 12/13116 Form 1295: �ti .. ► Contract Authorization: C:FW t MOTOROLA Addendum Page 6 of 6 Draft date 12/13/16 M&C Review Page I of 2 Officia!site of the Ot ty of Fort' CITY 'COUNCIL AGENDA FORTWORTIll COUNCIL ACTION: Approved on 12/13/2016 DATE: 12/13/2016 REFERENCE NO.: P-11983 LOG NAME: 13P16-0199 CRM CODE: P TYPE: NON-CONSENT PUBLIC NO HEARING: SUBJECT: Authorize Execution of Agreements with Motorola Solutions, Inc.,for Customer Relationship Management Solution Implementation,Training, and Hosting Services for the City of Fort Worth Through the Performance and Budget Department in the Amount of $1,697,748.00 and a Ten Percent Contingency for a Total Amount Not to Exceed $1,867,522.00 (ALL COUNCIL DISTRICTS) RECOMMENDATION: It is recommended that the City Council authorize execution of Agreements with Motorola Solution, Inc., for Customer Relationship Management(CRM)Solution implementation,training and hosting services for the City of Fort Worth through the Performance and Budget Department in the amount of $1,697.748.00 and a ten percent contingency for unanticipated costs for a total amount not to exceed $1,867,522.00. DISCUSSION: The City of Fort Worth (City)wants to fundamentally transform the manner in which it interacts with its residents, businesses, visitors and community at large. The Customer Relationship Management (CRM)system, Mortorola's PermierOne CSR hosted solution,will enhance customer service and efficiency through the use of multiple communication channels, as well as provide a common point of origin for all service requests.The project will retool business processes and integrate knowledge base, GIS,work order and other systems into a more streamlined and effective manner. The CRM implementation will occur in three phases with the"Foundational Departments"being Code Compliance, Park and Recreation,Transportation and Public Works, Mayor's Office and the City Manager's Office. The Hosting Service Level Agreement and Maintenance and Support Agreement provides ongoing system support and maintenance including upgrades, bug fixes and patches and other technical support necessary for City staff to operate the solution, including help desk support on general system use, configuration settings, reporting,etc.This hosted solution saves the City the additional cost of server hardware. The Fiscal Year 2017 budget includes appropriations of$2,000,000.00 for CRM. The Agreement in the amount of$1,697,748.00 is for Phases 1, 11 and III implementation costs;training; and one year of hosting services-The Agreement also includes an additional$169,774.00 for contingencies, and the total Agreement amount will not exceed $1,867,522.00.The remaining appropriated funds will be used to fund staff augmentation.After the first year,hosting, maintenance, and support will cost $322,704.00 annually for years two to five. RFP ADVERTISEMENT-The Request of Proposals(RFP)was advertised in the Fort Worth Star- Telegram on April 6, 2016, April 13,2,016,April 20,2016,April 27. 2016, and May 4, 2016. The evaluation criteria focused on qualifications of firm, understanding of the CRM solution, configurability of the system, call center functionality, value added services and price of services.The evaluation committee was comprised of employees from Performance Office, Code Compliance,Transportation and Public Works, Police and IT Solutions Departments. Purchasing Division solicited 461 vendors http://apps.cfvvnet.orgleouncil_packet/mc—review.asp?ID=24039&cotmcildate—12/13/2016 1/4/2017 M&C Review Page 2 of 2 from the purchasing vendor database; sixteen responses were received. Staff certifies that the recommended vendor proposal meet specifications. MAIVBE OFFICE-A waiver of the goal for MBE/SBE subcontracting requirements was requested by the Purchasing Division and approved by the M/WBE Office, in accordance with the BDE Ordinance, because the purchase of goods or services is from sources where subcontracting or supplier opportunities are negligible. AGREEMENT TERMS- Upon City Council's approval,the contract term will begin December 14, 2016, and continue for five years. RENEWAL OPTIONS-The agreements for hosting services,training, and maintenance and support services may be renewed for up to four successive one-year terms at the City's option.This action does not require specific City Council approval provided that the City Council has appropriated sufficient funds to satisfy the City's obligations during the renewal terms. FISCAL INFORMATIONXIERTIFICATION: The approval of this action provides purchasing authority up to$1,697,748.00, as specified. The Director of Finance certifies that funds are available in the Customer Relationship Manageament System project budget, as appropriated, of the General Gas Lease Capital Project Fund and the Solid Waste Capital Project Fund and that prior to an expenditure being made, the Performance and Budget Department has the responsibility to validate the availability of funds. BQN\16-0199CRM\MJ TO 1 Fund Departirnent Account Project Program I Activity Budget Reference# Amount 11 10 10 Year (Chardield2) FROM Fund Department )unt7 t I ID field Projec Program Reference# Amount J� - L Submitted for City Manager's Office by: Susan Alanis (8180) Originating Department Head: Aaron Bovos(8517) Additional Information Contact: Jack Dale (8357) ATTACHMENTS Form 1295 QRM.12d http://apps.cfwnetorg/council_packet/mc—review.asp'71D=24039&councildatc=12/13/2016 1/4/2017 CERTIFICATE OF INTERESTED PARTIES FORM 3.295 of 1 Complete Nos.1 4 and b d there are interested parties. OFFICE USE ONLY Complete Nos.1,2,3,5,and 6 if there are no interested parties. CERTIFICATION OF FILING 1 Name of business entity filing form,and the city,state and country of the business entiWs place Certificate Numtber of business. 2016-130764 Motorola Solations Farmers Branch,TX United states bate Filed: 2 Name of govemmental entity or state agency that is a party to the contract for which the form is 1013112016 Wing filed. City of Fort Worth Date Atcknrledged: 3 Provide the identification number used by the governmental entity or state agency to track or identify the contract,and provide a description of the services,goods,or other property to be provided under the contract. Sid Number 16-0199 Customer Relationship Management solution 4 Nature of interest Name of Interested Party City.State,Country(place of business) (check applicable) Controllmo Intermediary 5 Check only if there is NO Interested Party. }C s AFFI bAJ{t�r.** I smear,or affirm,under penalty of perjury,that the above disclosure is true and correct �"�cvlyY Ptfg"w W. °ice fs z oFr ` Signature of authorized agent of contracting business entity ir-f 1 ob♦i��• AI-t=lX 6 , , rinl" l ABOVE 1//►tltittl� ,,� ,p t Swa and subscribed before me,by the said s;� �� - l3hls the i day of 20 ,to certify which,witness my hand and seal of office. yri� a --LLnwCz f 5,96Lure of officer ad iniste'ng oali Printed name of officer admirislering�oath Tule of officer admi istering oath Forms provided by Texas Ethics Commission www.ethics.state.tx.us Version V1.0.277