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Page |33 — EXHIBIT C - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System
4.14 Functionality & Performance

General Functionality —

CIVICgov supports these standard features.

System has fully integrated suites/modules/applications.

The Application System Administrator is able to configure all End-User settings, without the
need to rely on the IT Department or Vendor’s Help Desk.

System provides configurability administrative tools to allow super users with the ability to:

Add, change, inactivate End User Screens

Modify Business rules including processes, fees, rates, etc.
Provide Report Writer functionality for User Defined reporting
Modify workflow steps (processes, assignments, dates, etc.)
Ability to provide imaging capability

Validation Tables

All help files are context sensitive, and launch a web-browser with the most up to date
version of support.
Includes eTraining videos on our support website to refresh Users on standard functionality.

Help presented to users is in direct relation to the screen where the user pressed the Help Key.

Provides a context-sensitive help feature
Users can append on-line help files.
Provides on-line documentation for users.
On-line documentation contains search function.
User can append On-line Documentation
End-Users have the ability to edit and save their own search parameters.

Able to search on any field within the database, including custom fields.

Allows a “time-out” period for Users not working at their computer.

System allows for End-Users to determine information displayed on their screen.

Has a real-time dashboard to display dynamic charts & graphs that the User wants to view.

System contains a built-in workflow and email system that can link to 3“ party email systems

Ability to quickly access documents stored within each record

Application System Administrators can create new fields and screens after implementation.

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Page |34— EXHIBIT C - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System

Automatic email notification to users when assigned activities have been updated or new tasks
have been assigned to them.
Manual email creation/send from within the system

Ability to create, assign and maintain approval groups and manage data access ability.

The system provides multiple levels of security including department, role, field.

System provides internal Audit Capability.

Provides a configurable, flexible workflow management system to automate business processes
performed by each department and agency involved with the development review process.

System is able to send e-mails, automatically & manually, from the workflow throughout the
different business process activities.

System must provide workload assignment capability to all users.
Track time spent on daily activities,

Place warnings, holds and restrictions on a record.

View and link to all related records.

Ability to enter notes with unlimited characters.

Assign permit, project, code violation, and complaint types to specific departments.

Customize workflow according to established business processes.

Cloud-based solution controls login credentials

Administrative Users have the ability to create unlimited number of new Forms (Example new
permits, licenses).

Administrative Users should have the ability to add new fields on Custom User Forms as
needed.

Easily and immediately access any newly added fields on the Forms for querying & reporting
purposes. Must be configured by CIVICgov staff

Ability to attach any type of multimedia (pdf, word, excel, images, etc.) on a specific project or
parcel.

Ability to have projects with differing life cycles (ex. Temporary, on-hold, pending,
extensions).

Ability to import data files from 3rd party systems (Ex. Patriot Assessing, Munis Property
Tax).

Ability to track other costs associated with the project approvals and the allocation of these
costs to Lawson Financial System.

Rest of Page Left Blank

Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrin@wagsys.com

Page |35-—UXHIBIT C - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System

Look and Feel
Includes pick lists and other options optimized for work tasks.
Shows user-readable labels instead of cryptic codes on screens and forms, based on pick lists or
equivalent technology.

Auto-populates many fields, with ability to override during data entry. Calculate values like start date
where possible from data already entered, using business rules.

Incorporate a common set of features for data entry and access, including pull down windows, popup
windows, scroll bars, radio buttons and error messages.

Provide modifiability of presentation based on user task or role, eliminating clutter of unused fields on
screens or hard copy forms. Allows user to modify view of screens and forms.

Once saved, Preserves changes to the presentation of forms and screens between sessions

Provides "undo" capabilities during data entry.
Provides administrator controlled ability to make fields mandatory.

Provides a common look and feel across all application components of the Licensing & Permitting
System. Users have the same or very similar experience and interface in office or in field.

Provides a common approach to navigating home pages, menus, screens and fields.

Incorporate icons, file structures, menu bars, print windows and query selection options similar to Web
application products.

Provide “hot key links" for jumping to other commonly used applications such as ESRI GIS, and office
automation tools.

Prints through Windows print drivers, so that the user has a push-button experience.

Carry over data from one screen to the next, without requiring re-entry.

Provides consistent usage of key shortcuts, etc.

Minimizes need to scroll to see data fields on screen.
Allows user to back up or move around screen with mouse or key-based migration, with consistent
technique for changing focus.

Presents screens in order needed for work process (not flipping from screen to screen).

Provides administration tools for managing underlying look-up tables and/or business rules such as
those utilized by pick lists, including recording an audit trail of all configuration changes.

Provide capability to save prior screen view and re-open at next login.
Utilizes screen and paper real estate effectively. Does not force user to repeatedly change column
widths, etc.

Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrin@wagsys.com

Page |36— EXHIBIT C - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System

Usability =
Provide user functions that are easy to use with proper training. User functions are intuitive and logical
in their organization and display.

Users can become proficient after training, 85% of the time on first use.

After training, users will be able to sign on and navigate password security.

After training, users will be able to access all functionality to do their assigned job.

Users will be able to understand and respond to standard error messages.

Users will know how to navigate "help" facilities and diagnose and correct at least 75% of all problems
using the standard "help" facilities.

Users will be able to execute standard reports.

Users will be able to modify standard report layouts, including selection of fonts, layout, print options.
Modifications can persist across sessions, if desired by user. Modifications are unique to the
originating user.

Users will be able to modify selection criteria for their session to run standard reports and queries
(select date ranges, permit types, activity codes, etc.).

User will be able to perform their normal daily assignments without help from "power users" or use of
the "help desk" services.

‘Performance : - ;
Provide ability for user to stay logged on for extended periods of inactivity, based upon administrator-
defined thresholds.

Provide extensive field edit features to insure data accuracy and constancy.

Provide simple to use error correction and data validation processes. System must provide audit trail for
all corrections.

Provide adequate performance. Performance tuning methods and tools must be clearly defined.

Provide comprehensive security approach, including field level masking of information, for all
modules, screens and transactions.

Provide comprehensive security approach, to communications and to sensitive data on the field device
(for example, customer data).

Support user and workgroup account management, including security. System must provide support for
roles.

Provide acceptable response time (2 seconds or less) on 90% of all transactions.

Include sufficient capacity and performance such that response time is not adversely impacted by end
of shift utilization increases.

Maintain acceptable response time even when computationally intensive functions are being
performed.

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Page |37- EXHIBIT © - City of Nashua, NH

RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System

Capable of supporting continued growth. Describe any limitations on number of accounts, activities, or

other data elements.

Support ability for field workers to utilize office automation functions from field in near real time.
System must not compromise existing access through a Virtual Private Network (VPN).

Allow simultaneous voice and data contact from field.

Manage connection status for mobile field units and automatically reconnect following wireless
connectivity interruption while preserving work in progress. A user should never notice interruption of
wireless connectivity and could continue working during an interruption.

Capacity ue

Supports over 100 users concurrent and total. No limits on maximum recommended number of

concurrent users under CIVICgov.

Support a mix of mobile and desktop users, with no performance decreases.

Other Functional Needs

The following integrations are supported:

- ESRI GIS Integration

-ODBC compliant

-Rest/Soap/API processing to other vendors
-Integrates with Microsoft Office Products and formats
-Operates on any mobile device

-Supports Crystal Reports table and data access for Ad hoc Reporting

5 Configuration, Testing and Implementation

5.4 Hybrid Fit Gap Analysis

Fit Gap Analysis is methodology utilized by WAGsys in which
customer processes and system functions are compared, evaluated
and listed down to arrive at matches (fits) and mismatches (gaps).
The objective of this analysis is adapting local processes to
indusiry best practices, assessor statutory and/or legal
requirements and to identify local practices not covered in a test or
pilot implementation.

Using the hybrid type of analysis, we start with brainstorming
workshop sessions during which a review of the customer’s
existing system is conducted. We than utilizing questionnaires
identify the weaknesses of the customer’s existing systems and
desires to implement new processes. WAGsys with the help of
presentation media will cover the system features utilizing a

i
i

Grain storming on al}
Processes.

—
|

i
Preparation of system for
simulation |

Detail discussioh on each
process by ObA

Final Fa Gap

documentation

sandbox environment. These discussions are captured by system leaders to map system requirements. The end result is

a complete list of fits and gaps (if any).

Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrin@wagsys.com

Page |38— EXHIBIT © - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System

5.2 Data Conversion

Data conversion is a critical component of the implementation. CIVICgov is very experienced in converting legacy and
other data types. The process will include the conversion of historic licensing and permitting data from Cityview and
Admins into CIVICgov. We will work with the City to understand the data sources and structures and obtain the
exported csv files for import. We will utilize custom tools to import and validate the data import. Upon completion of
the data import iterations, the data will be placed in the sandbox for testing by City Staff.

System Interfaces. We will work with the City to develop the required interfaces to the following products:

Cityview - Data conversion

Admins (city clerk data) — Data conversion

Patriot -— Two Way nightly data transfers

CIVICgov to ESRI for abutters list and ESRI to CIVICgov for data — Two Way real-time

5.3 Project Implementation

WAGsys’ implementation model allows for all key personnel to make decisions affecting the configuration and
implementation of the client’s software solution for their specific area of control. This model provides a dynamic and
changing implementation model based on conditions that may develop during the implementation and ‘go-live” process.
It reduces decision wait-times and increases productivity. The following staff will manage the implementation of the

CIVIC gov software solution for the City

Our proposed approach to this project is in the form of three phases. This approach allows us to provide the City
with a product that is customized to meet the needs of the City’s various departments. Our approach starts with an
initial in-depth review (Phase I) and data collection process that allows us to identify the practices and procedures
used by the City. The second phase of the implementation (Phase II) includes a unique approach of
deliverable/module based QC and training for all staff. As each module is released, the City staff become familiar
with the aspects of each section. Modules included are identified in the Project Implementation Cost section. Data
conversion processes will also be completed during this phase and follow the project implementation and
training Gantt Chart established for the City.

Phase II of the implementation will include training for all staff and release of the Citizen and Contractor portal.
Our decision to use this three phase approach is based on the need to obtain all data related to the implementation,
develop the work flow of the records system, and provide detailed training of the internal modules to staff prior to

the release of the public facing portal.

City et Meme 2, bE

Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrin@wagsys.com

Page |39—EXHIBIT C - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System

The sandbox will provide an area to Test, DEV/QA and PROD during implementation processes. All server configuration
documentation for the cloud servers is reviewed with City staff. Client desktop configuration is not required beyond basic
Internet browser installations. All bandwidth and network security is managed by CIVICgov in the Wagsys Cloud.

System includes daily SAN backup storage functionality. Backup configuration is managed by server engineers. Daily
exports of complete data is provided to City IT staff.

Mobile Application will be provided to City staff for configuration and QC testing on all mobile devices.

Work Plan Methodology and Assignments: At WAGsys we understand that each implementation is different, and as
such, the installation process is customized to fit the needs of the client, while still following the concepts outlined here.
This process is an evolutionary methodology that was developed after many years of implementation experience. Our
team of experienced Project Managers has collaborated to deploy the CIVICgov solution using the experiences that they
have acquired while in the field. This work plan relates to the phased-in approach.

ESTIMATE TIME
DELIVERABLES TO COMPLETION

Deliverable 1: Project Initiation Upon Acceptance

Deliverable 2: Gap-Fit Testing and Review: Creation of Statement of Work. Container Configuration and Property Management
Module including data import from export of assessor data. Includes QC and Training for this deliverable.

Deliverable 3: Module Release: Permitting, Inspections, Planning, Zoning, Fire/Safety, and Code Enforcement. Included within
Planning is a plan review utility This deliverable includes User Acceptance Testing and Training for this detiverable.
Customization of forms, checklists, and configuration of codes database is completed. Fees and financial data is configured and
tested. Creation of User Sandbox is completed and made available for testing. The City only included permits and inspection
data samples for conversion. These items are the only items included in the conversion cost estimate. Any other conversion
data such as code enforcement operations, was not included as part of the cost estimate.

Deliverable 4: Data Conversion of all legacy system data -tncludes User Acceptance Testing and Training for this deliverable.
Legacy data will be analyzed, mapped to CiVICgov fields. Decisions regarding data quality and accuracy will be reviewed with the
team. Conversion iterations will be performed to validate data conversion. The customer must provide staff knowledgeable
with the Jegacy data to assist in the conversion effort.

Deliverable 5: CIVICgov Tools and GIS Mapping as contracted. , Revu desktop. Also included is a Damage Assessment Module.
Includes User Acceptance Testing and Training for this deliverable. System tools include interface creation and testing to various
3™ party vendors such as assessor data and accounting system. API/REST/SOAP processes to the assessor data and GIS will
apply. The reporting system and general ledger codes will be configured during this deliverable. Linkage to Crystal reports

Deliverable 6: Citizen Access Portal. Includes User Acceptance Testing and Training for this detiverable. This includes the
standard configuration of the portal to meet the basic look and feel of the customer's existing web site. Standard user security
configuration settings.

Deliverable 7: Final Delivery: System-Wide User Acceptance Testing and Pre Go-Live Support Processing. Upon delivery of all
modules the client will have had the opportunity to perform quality control testing and request system changes and
configurations within the standard package. Any customization of the system tables, fieids, databases is outside the scope of
the proposal. During quality control testing, the client will also receive individual model training via remote web sessions.

Deliverable 8: Training - Provide training in report writing including database models and table design. Provide a full tine of | includes 80 hours of
initial and refresher training classes, including training for System Administrators, technical support staff, and users. Provide on-site training
documentation for users and administrators. Localize documentation to match the installation at the City. Provide updates to
documentation with each new version release.

Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrin@wagsys.com

Page |40—EXHIBIT C - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System

6 Training
Wagsys will provide on-site training customized to each department’s needs for the features being implemented. It

includes training related to integration of the system with the other software applications and modules and provide hands-
on learning. The following training is included:

On-site Training

Core Module Training 10-day workshops
Administrator (train the trainer) 3-day workshops
Reporting and Analytic Training 1-day workshop

Remote On-line Training

Core Module Training — 80 hours
Admin Training — 20 hours

Continual Training

On-line interactive help guides

Video “how to” presentations on-line for each module
Knowledge base customized by user

On-line support system

End user training will be matched to the deliverables. Wagsys will deliver comprehensive documentation customized for
the City.

7 Maintenance and Support

Services Description. Wagsys shall provide to the City, 6 AM- 7 PM, Monday — Saturday access to the cloud-based
system support module, live support staff and email support services as required

Start Date and End Date. Beginning on the first day of the invoice date and continuing for a 12 month period. These
dates represent the term of the Services. The Services are not required until after Customization / Integration Services,
Training Services, etc. are completed, therefore the Start Date for the Services may be later than the Start Date of the
Implementation invoice.

Authorized Users and Services Fees. Authorized users are those identified by the municipality as needing system access.
External Accounts are accounts limited to owners of property within the municipality’s defined geographical limits and
contractors who are identified as the contractor of record for identified properties (access provided by Citizen Portal).

Technical Support Description. Wagsys will provide to City telephone and an online support system as identified in the
subscription services agreement. Technical Support will include any research and resolution activity performed by Service
Provider.

a) Request for Technical Support. As outlined above.

b) Problem Severity Levels 1 and 2 Response and Resolution. For Technical Support requests not made by email,
within the Request Response Time of such a request, Wagsys shall confirm to the requestor receipt of the request
by Service Provider. If a Problem Severity Level

1 or 2 request cannot be corrected to the reasonable satisfaction of the requestor within the Request Resolution

Time after the requestor makes the initial request for Technical Support, Wagsys will: (a) immediately escalate

the request to Service Provider’s management; (b) take and continue to take the actions which will most
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Page |41-— EXHIBIT © - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System

expeditiously resolve the request; (c) provide a hourly report to the requestor of the steps taken and to be taken to
resolve the request, the progress to correct, and the estimated time of correction until the request is resolved; and,
(d) every 2 hours provide increasing levels of technical expertise and Wagsys management involvement in finding
a solution to the request until it has been resolved.

c) Problem Severity Levels 3 and 4 Response and Resolution. For Technical Support requests not made by email,
within the Request Response Time of such a request, Wagsys shall confirm to the requestor receipt of the request
by Service Provider. If a Problem Severity Level 3 or 4 request cannot be corrected to the reasonable satisfaction
of the requestor within the Request Resolution Time after

the requestor makes the initial request for Technical Support, at the sole election of requestor: (a) Wagsys will
work continuously to resolve the request; or, (b) requestor and Wagsys will mutually agree upon a schedule
within which to resolve the request.

Technical Support Problem Severity Levels
a) Problem Severity Level 1.

1) Description. This Problem Severity Level is associated with: (a) Services, as a whole, are non-functional or
are not accessible; (b) unauthorized exposure of all of part of City Data; or, (c) loss or corruption of all or part
of City Data.

b) Problem Severity Level 2.

1) Description. This Problem Severity Level is associated with significant and / or ongoing interruption of an
Authorized User’s use of a critical function (as determined by the Authorized User) of the Services and for
which no acceptable (as determined by the Authorized User) work-around is available.

c) Problem Severity Level 3.

1) Description. This Problem Severity Level is associated with: (a) minor and / or limited interruption of an
Authorized User’s use of a non-critical function (as determined by the Authorized User) of the Services; or,
(b) problems which are not included in Problem Severity Levels 1 or 2.

d) Problem Severity Level 4.

1) Description. This Problem Severity Level is associated with: (a) general questions pertaining to the Services;
or, (b) problems which are not included in Problem Severity Levels 1, 2, or 3.

WAGsys will provide cloud-based hosting servers that comply with SSAE-16 standards and maintain PCI compliant
infrastructures. The datacenters will provide the following functionality:

e WAGsys shall provide services and support for infrastructure environments
e WaAGsys shall perform daily system backups
e WAGsys shall provide a proposed solution using MySQL.
o Options exist for other database backends as CIVICgov is database agnostic
e Physical Security
© Keycard protocols, biometric scanning protocols, and around the clock interior and exterior surveillance
o Access limited to authorized data center employees
o Thorough Background security checks for all data center employees
¢ Conditioned Power
o UPS for all servers
o N+l Redundant UPS power subsystems with failover if the primary UPS fails
o Onsite diesel generators for extended power outages

e Precision Environment
o N+tl Redundant HVAC systems

Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrm@wagsys.com

Page |42— EXHIBIT © - City of Nashua, NH
RFP061 1-033116 —Licensing, Permitting, Code Enforcement and Land Management System

o Advanced Fire Suppression Systems
e Network Specifications
© Dedicated providers for our customers
High-performance bandwidth
9 network providers for multiple redundancies
219 CDN edge locations
Fiber carriers
Fully Redundant, enterprise-class routing equipment
Certified Network Technicians, fully trained to industry standards

000C06dC0O0U8

8. Pricing Schedule

i. PRICING SCHEDULE ATTACHMENT A: Subtotal a, b & c, then all totai a-e

oO
Amount
Written

hundred thirteen thousand and

Amount-
Numeric

$113,500.00

Item Quantit | Per Unit Comments

$

a) Software-Base

attached

thousand and five hundred attached

hundred and twenty five

$125,000.00

See next pages for detailed description of above costs

Explanation for any additional cost associated with your proposal that is not
included in the above pricing schedule.

Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrin@wagsys.com