Search

iD iParametrics @mel PROPOSAL FOR THE CITY OF NASHUA

Led om — ARPA ADMINISTRATIVE SERVICES
tat
Oe
¢ny Cs
ronngicntes

id

6 O05
g& 88 iit

Public Assistance Government
PPE + (Utilities Payments Services
Oisinfectant + Counseling)
ns aon
===
Force Account Economic Econamic
Labor Development ws Development
oO:
@ : A <<: (q)
a = : Aa G : ule
OG : : “mt
<< Rent + | NonCongregate " Planning + Technical QL: infrastructure
o Ww: Shelter : Assistance : Improvements
Lu BQ: S:
By 4 a 4 & oO i Oo : rey
> -C)- > fh fh : an:
= Pa ‘ © e ‘ mo:
4 y =! : :
Ww Electricity 3 > _ Installation of * Public improvements a © Non-Profit grants
© : 5 + Temporary Barriers > ‘ + Facilites a:
@ : : ; 0 :
p=: a : QO: 900 oO:
: i =i cg
=> ; ld : ° oO: = 5 Premium Pay
. * ‘ i 2 i 4 for Essential
Water Liw COVID Testing oO 2 Job Training “t : roe

Navigating FEMA Public Assistance

We can assist the City of Nashua with all manner of FEMA PA support. Our team of experts has responded to hundreds of disasters
for thousands of clients. We are adept at the following:

s Developing and implementing a pracess/system to efficiently submit federal grant applications, identifying eligible projects
capturing costs, preparing cost reports. reconciling invoices, and closing out projects,

s Attending meetings with the state and FEMA to address eligibility and process issues.

« Providing extensive knowledge, experience, and technical competence in dealing with federal regulations, specifically
including the Stafford Act, Post Katrina Emergency Management Reform Act, and the Sandy Recovery Improvement Act.

s Proactively identifying and resolving issues that may arise related to the funding of work completed or to be completed.

« Providing technical assistance, as requested, Technical assistance may involve engineering and architectural support. among
other types of assistance.

# Obtaining, analyzing, and gathenng field documentation, including relevant records to extract pertinent information necessary
for submittal including timekeeping and staff assignment records,

# Reviewing for clarity and completeness, as well as consistency and accuracy, all data and supporting documentation.

PAGE 20

LED iParametrics ml Wii PROPOSAL FOR THE CITY OF NASHUA
P — , @ — ARPA ADMINISTRATIVE SERVICES

» — Evaluating and assisting in the formulation of FEMA PA Emergency and Permanent Work Project Worksheets. This involves
expertise in cast estimating, developing DDDs, and a project's SOW,

= Assisting in the development of hazard mitigation proposals under Section 406 of the Stafford Act.

* Evaluating altemate and/or improved projects.

* Reviewing Project Worksheets to determine final eligible costs and third-party refunds and reimbursements.
» Reconciling eligible costs and preparing Project Worksheet versions, as necessary.

# Evaluating and addressing insurance and other special considerations.

= Preparing first and second appeals, as requested.

Our team members are trailblazers in implementing the FEMA PA process. federal pilot programs, and shaping state and federal PA
policies and guidance. We have supported FEMA Mission Planning Operations, which charted the direction of federal disaster
recovery. since 2010, Understanding the complex nature of PA grants, our tearn will work hand-in-hand with the City of Nashua to
work through this process to maximize funding in addition to the funding already being received through the American Rescue Plan.

This streamlined process (shown below) is also intended to get dollars into the hands of those that need it as soon as possible.

ee

Submit '

FEMA and ©
igo
{Recipient}

Review Biel
Documents ’

Log on and
Create
Account at
PA Grants
ele |

Attend Virtual
Applicant Briefing

OUTREACH

Too often. programs fail to achieve subscription goals because the citizens,
business, or industries the program aims to serve do not know the program exists
or because the program seems too difficult to navigate and citizens are
ntimidated to apply. Adequate program subscription levels are achieved by
ensuring target markets are informed and the program is easily accessible to them.
Our team will deliver outreach collateral and marketing materials in English and
Spanish (or other locally appropriate languages) to encourage participation in the
program early by making the program accessible to those who need it most. We

will also make sure that all eligible applicants are made aware of this program, not Mainiaining an Simple messaging,
just at the individual level, but also businesses within the community. informed plain-language
. stakeholder hase policy, and easy-to-
We will deliver strategies and materials to ensure marketing and outreach efforts ensures that your access points of
. . - taiget markets are interaction with
target and reach intended audiences. We will leverage third-party datasets such aware that your your program
as the US Census, American Community Survey, and datasets from federal program is available encourages
disaster recovery partners like SBA and FEMA with community input to to help. participation.

determine areas where concentrated outreach efforts may be needed to reach
disabled, special needs, and other vulnerable populations.

We offer City of Nashua two distinct approaches to programm outreach,

dependent upon City of Nashua preferences: (1) Tum-Key Outreach; or (2)

Community-leveraged Outreach. While we present both for purposes of the proposal, it would be our strong preference to use
the Community-leveraged Outreach which helped generate success within similar communities.

PAIGE 21

EG

iParametrics @) mel s Whe PROPOSAL FOR THE CITY OF NASHUA
ARPA ADMINISTRATIVE SERVICES

Turn-Key Outreach

Using the Turn-Key Outreach approach, the iParametrics team will lead outreach efforts and deliver all collateral and marketing
material, Our team will work directly in the cornmunity to deliver information about the City of Nashua Rescue Plan to target groups.
We will track outreach efforts throughout the process to ensure adequate subscription levels are being achieved, target demographic
groups are being reached, and specified thresholds for income-based assistance and priority groups are being realized, Ongoing
tracking allows our team to adjust efforts in real time to address applicant shortages and meet ratios for applications outlined during
program design, Our team will provide City of Nashua with reports regarding efficacy of outreach at a frequency, not less than
monthly, to be determined by the City, Reports will provide insights into types of outreach (public meetings, mailers, social media
posts, etc.), demographic information of target audiences, preliminary accounting of applicant interest, and key performance indicators
to demonstrate the impact of outreach efforts.

We understand that outreach and public engagement can be challenging in a world where social distancing protocols and stay home
ordinances have driven us apart physically, and many lack access to means of digital connection. As demonstrated in the figure below,
our team stands ready to provide marketing and outreach solutions in a vanety of traditional and digital or socially distanced avenues,
designed for maximum accessibility by target populations, paving the way for adequate program subscnption levels and interest in
programs even prior to launch.

Strategic Signage
Sponsored Events Strategically placed posters,
Direct Mail Public hearings, round billboards, and other print media Emall
Post cards, fact sheets, or tables, and small group aid in raaching vulnerable Low-cost, fast

targeted outreach are a events foster collaboration groups ike lowincome. LEP : A
great way te reach the and bolster public individuals, or the disebled, alternative fo) _ “

. targeted marketing

public awareness

fu
JON TT NI ON

af

Online Forums Print Materials Soclal Media Newspaper Advertising
Online forums jike Print materials like Social media offers a Newspaper ads are
webinars, Facebook Live, brochures oj flyers can be low-cost alternative to helpful in targeting niche
or pre-recorded used to leverage spread messaging local atidiances.
informational sessions community partners quickly and establish
connect target groups in networks — simply leave online ‘friendships’ with

collateral material bahind target audiences.

ially distanced, safe
ana for their clientele.

way

Community Leveraged Outreach

We recommend a hybrid approach to outreach in which relationships with local non-profits and community organizations are
leveraged to reach key vulnerable demographics like those with limited online capability, high-poverty, limited English proficiency, or
the elderly, We will collaborate with select local organization, business groups, and local non-profit groups to capture applicant
referrals to the program and increase accessibility of the programs to the clientele such organizations serve.

PAGE 22

Le) iParametrics mei Biya PROPOSAL FOR THE CITY OF NASHUA
P , @ — ARPA ADMINISTRATIVE SERVICES

Using the Community-leveraged approach, the iParametrics tearn will provide training, materials, and support to identified City-based
agencies, These Community Partners will then serve as ‘boots on the ground’ outreach in impacted communities, bringing information
about the program directly to the people they serve, Our team of Outreach Coordinators will provide each Cormmunity Partner
with matenals, talking points, Frequently Asked Questions, program applications, and other collateral matenal to support outreach
efforts.

We will host web-based training events for all Community Partners to educate them on key program topics including:

= Program eligibility and priority critena

= How to use the web-application and how to assist potential applicants to apply
= Documents required from applicants and where to obtain such documents

a Program customer service standards

Throughout the outreach process, Community Partners will be supported by our team of Outreach Coordinators, who will provide
subject matter expertise on programm topics, best practices for reaching vulnerable populations, and ongoing backing for Community
Partners. Further, our team will develop videos, training and other outreach collateral that will be posted to the City’s website or
our intemal Leaming Management System.

iPARAMETRICS GRANT MANAGEMENT SYSTEM

Overview

A comprehensive ARPA funding program would potentially include a citizen public-facing grant management system for individuals,
businesses, and other entities to submit applications for relief funds. iParametrics has developed its Grant Management System (GMS)
to support programs such as ARPA and it can be configured to the City of Nashua's requirements and remain compliant with Federal
policies. The GMS provides a streamlined solution from outreach through closeout. The configurable solution allows for complete
management of program information that allows for the highest level of both process and program efficiency. We will deliver a web-
based application to allow applicants to apply from anywhere. The GMS is project-ready, meaning that it can be quickly configured
to meet the needs of City of Nashua, thereby saving the City of Nashua time and money by avoiding delays that come with custom
solutions built from scratch.

Key Considerations:

= Our experience shows that one of the biggest delays in providing funding to impacted citizens and businesses is incomplete
information or lack of documentation provided by the applicant. GMS is structured to encourage complete application
submissions, including collection of supporting documents, required information, and applicant preferences like preferred
language or communication method at the outset.

= Our skilled GMS support professionals link the program with analytics so the City of Nashua gets real-time updates to the
application process, as needed. This unique advantage will be helpful as guidelines for the administration of funds through
the American Rescue Plan Act continues to be added and revised. By allowing updates to be made as they occur, we can
guarantee little to no wait time for community applicants and ensure the program continues moving forward.

= The iParametrics GMS can also be configured to support multiple funding streams in a single program. The system can
separate costs so the City of Nashua knows which costs are to be charged to which grant funding source. This classification
ensures costs are obligated from the appropriate grant without adding additional steps or bureaucracy to the program
process.

» The iParametrics GMS utilizes analytical tools which enables our team to drive meaningful insight and optimize program
execution. The analytics tool generates dashboards and KPls based on best practices and tailored to the specific needs of
the City's program.

PAGE 23

i ¥ A
U2 iParametrics @mel

PROPOSAL FOR THE CITY OF NASHUA
ARPA ADMINISTRATIVE SERVICES

Operational Relief Fund Program

The Operational Relief Fund Program aims to help rebuild the local economy and is designed

7] to meet the needs of the City's small businesses. The Program provides grants to cover eltgible
COVID.19 expenditures made or planned through year-end 2021, including costs associated

with operating losses, costs of "business interruptions and disruptions," and expenses related

iParametrics

to public health actions for businesses,

BEFORE YOU GEF STARTED

Program Overview

required to be submitted with this application, and the application timeline and next steps.

Click here to view and download the Program Overview, which includes application instructions, the list of documents that are

General Entity Information

Legal Name of Entity *

Physical Street Address *

Entity Type *

City * Zip Code *

Program Compliance and Quality Assurance

The same Team Lead staff who provided quality assurance on similar US Treasury and other federal grant programs will serve the
City of Nashua. As guidance for the US Treasury Amencan Rescue Plan Act continues to evolve, the Act presents a unique nsk
profile. riddied with unknowns. The iParametrics GMS is designed to safeguard the City of Nashua against unspecified compliance
risk related to unrevealed US Treasury Guidance. Our analytics team stands ready to make updates to the system as new guidance
is established and released. Additionally, if requested by the City our team has the capability to conduct internal audits of all
applications accepted to ensure continual compliance and validate each submission received.

The iParametncs GMS is configured to move applications through the process, giving each application a pre-charted path from
application submission to eligibility review to award determination to closeout. These pre-determined stage gates increase program
efficiency and reduce errors, as controls are built in to ensure no application moves beyond a specific stage gate until all quality

control is complete, documents are uploaded, approvals are in place, etc.

PAGE 24

Lp) iParametric mci Awe PROPOSAL FOR THE CITY OF NASHUA
» , @ — ARPA ADMINISTRATIVE SERVICES

Create App ID
i

po Assign Case
Manager
i]

42) ciginitity Review
{
‘
c mere ee BRANCH BY ELIGIBILITY STATUS ““*°"s™ 1

t
(3) Program Manager
aay ac

pooteennnn BRANCH BY QC STATUS

Return to Eligibility

i END THES WORKELOW

Camptate

4 t

: Jt Return to Program ‘
cy Make Payment Manager !

. i

ENG THIS WORKFLOW

Workflow

Complete

The iParametrics GMS System offers several automated, systems-driven, quality control measures built in. Some examples of these
include:

# Automated Calculation of Award — The system uses various inputs, to be defined by the City to auto-generate award
calculations, greatly reducing the risk of human error.

* Collection of Applicant Self-Certification of Duplicative Benefit — Autornates certification by applicants that they have not
received assistance for the same expenses being provided by the program,

= Quality Control Checklists that Guard Against Human Error — Each quality control checklist contains system-based controls
to prevent simple human error. For example, the eligibility review quality control checklist prevents a user from entering a
determination of “eligible” unless each individual eligibility crtena are marked eligible.

» Flags for outliers ~ Unusual activity in the system can be flagged for additional QC review or audit before progressing to
the next step. For example. if a typical award is between $5,000 - $15,000; an award recommendation of $25,000 could
be flagged for an additional OC review prior to release,

PAGE 25

LD jParametrics mel Ew PROPOSAL FOR THE CITY OF NASHUA
P , @ — ARPA ADMINISTRATIVE SERVICES

The built-in quality control features are configurable to the needs of City of Nashua, and the City of Nashua can choose its level of
involvement in the program process. The City of Nashua can audit 0% - 100% of applications, and reviews can take place in the
iParametrics GMS system, which captures a digital, audit-ready trail of the application workflow. The system also allows for audit,
level access, should an extemal audit of City of Nashua's program be warranted.

Analytics and Reporting

Reporting is a crucial component of administering a transparent, federally funded program and is required to ensure compliance with
funding agencies like the US Treasury. As reporting requirements for the American Rescue Plan through the US Treasury are evolving,
it is critical that grant management systems proactively collect information in the application intake process that may be required for
reporting. Data collected in the system can be leveraged to fulfill reporting requirements of federal funding agencies by collecting
information such as:

= Number of applications received;
» Demographics such as gender, race, and ethnicity, income levels, or age;
® Address of the business:

« Name, address, social security number, tax identification number or DUNS number, as applicable, for owners, the business,
or non-profit;

=" Amount and percentage of expenses covered by the program;

# Amount and percentage of additional costs covered by the program:

® Total amount of each type of assistance (eg., rent, rental arrears, utilities, etc.) provided to each business;
# Amount of outstanding rental arrears for each business;

« Household income and number of individuals in the household; and

® Withdrawn or ineligible applicants, including reason for ineligibilrty or withdrawal.

Data in the iParametrics GMS system can also be used to support a transparent recovery, leveraging data to produce internal or
external facing dashboards and reports to keep the public, oversight entities, City of Nashua staff, and other stakeholders informed
throughout the program lifecycle. Keeping citizens and stakeholders informed builds public confidence in your program, as
stakeholders are privy to progress as it unfolds, building trust that yours is not just another government program mired in bureaucracy.

PAGE 26

i ‘Parametrics @mel Aw PROPOSAL FOR THE CITY OF NASHUA
: ne ARPA ADMINISTRATIVE SERVICES

Evelyn Keller 1 2 6 6 8.02

Filtered for Case Manager My In Process Applications My Processed Applications My Avg Review Days

In Process Applications by Stage
4 (5 19m) 4

2
Fd
t a
| p L]
62 179 49) 0

12 (15.98)

a.

@ Approved for Award

Bin Process
@Not Ebgible
Cate Manager Cigehuity Renew final Revere Program Manager Brogan Manager
Aisignment Aisigement Revigne
Eligible vs Approved lor Award

aM
@kigpble$ ana 40
@ Award $
@F Enguble

aM
@* Approved

OM
om a

Data Privacy and System Security

The GMS is built on the Microsoft Azure platform to ensure that the highest levels of data privacy and system security can be
impiemented. Azure is compliant with EU-U.S. Privacy Shield, Data is made secure when at rest and in transit. The Microsoft Azure
platform holds ISO certifications related to information secunty management, secunty standards for cloud service providers,
management of Personally identifiable Information (PII) in cloud environments, mitigation against and recovery from disruptive
incidents, and for quality management systems.

More than just the system however, the iParametrics tearm approaches our chent data with care. We use secure standalone Microsoft
Office 365 instances for each client project. We maintain a “zero-standing access" policy, which means that project staff do not have
access to data unless it is explicitly granted in response to a specific project task that requires elevation of access, Whenever access
is granted, it is done under the principle of least privilege: permission granted for a specific request only allows for a minimal set of
actions required to perform that task.

PAGE 27

PROPOSAL FOR THE CITY OF NASHUA
ARPA ADMINISTRATIVE SERVICES

iu iParametrics @ mcl

" ACCOUNTABILITY KEY CONSIDERATIONS EXPLICIT PURPOSE
Agreed-upon accountability for sed only for stated purposes of the Por 3
¥ "t infatmation secu cient ee : ae oc as directed by the cient a a a

SECURITY CONTROLS

Best of breed security contrals to be used to
protect cHent data when accessed, handled,
transmitted, hosted, ar stored

ROLE SPECIFIC ACCESS
Compaitmentalized and only accessed
by autharized and propery trained
individuals with a need to know

PROTECTED ACCESS

SECURE CLOSECUT oe

Archived or destzayed at the end af the - 4
project, In accordance with governing | | i U

regulation

Password protected with dual factor
authentication and properly marked
as jaquired

SUPPORTING THE CITY’S APPLICANTS

Applicants who lack internet connectivity or the knowledge to submit
a web-based application need not be excluded from the City’s relief
program. While some applicants will be able to complete an application
without assistance from program staff, others will require one-on-one empethize mith arumstance
assistance. Case Managers or Cormmunity Partners will be available at
the program centers, by phone, via web conferencing platforms like DELIVER
Microsoft Teams or Zoom, or at off-site meeting venues like home
visits, public buildings, or community centers to assist the applicant
through the intake process and to answer questions, as needed,

UNDERSTAND

Artive Histening te understand

Beliver accurate, timely responses

Our philosophy for communications with your program applicants is frat eee f
one founded in empathy, seeking first to understand, then to deliver a : ; '
results and solutions. Our Program Manager and Case Managers are
prepared to be responsive within 24 hours of an applicant request and ~—
to be accountable to applicants’ and the prograrn’s needs throughout REGUNY

the program to ensure delivery of the high-quality service that is a rd applicant cammuniéation:
hallmark of our recovery prograrns. The figure to the night outlines our
overarching communications strategy for applicant interaction. E —

No matter how high-quality the services provided are, complaints are a

natural component of executing any recovery program. Our team is

committed to giving each complaint prompt care and attertion, so resolutions are delivered quickly. We will record, track, and
review complaints received to identify and implement solutions for improved program operations and/or communications with the
public by implementing strategies such as creating updated FAQs, simplifying public-facing content, or making additional information
available.

All in-person interaction will follow CDC and local guidance for COVID safety in place at the time, All iParametrics team members
are trained on COVID safety protocols and are subject to follow our company policy regarding workplace health and safety.

PAGE 28

> ee leeleaterintes @ mel ay we PROPOSAL FOR THE CITY OF NASHUA
: — ARPA ADMINISTRATIVE SERVICES

PROGRAM CLOSEOUT

Our team plans cur clients’ programs with the end in mind. We have the ability and experience to provide exemplary project
management services and will be responsible for preparing and ensuring that all closeout paperwork, information, and data is properly
accounted for and stored throughout the life of the projects as required. We understand that preparation for an error-free closeout
starts at the beginning of every project.

We have extensive experience in monitoring and compliance for .
several federal funding streams including CARES Act, HUD, and

FEMA funding, and we will apply that knowledge when supporting the ENSURING COMPLIANCE AND
City of Nashua to develop procedures and checklists to facilitate MINIMIZING COSTS
compliant closeout of each application. As each applicant approaches
closeout. our Case Management Team will perform a comprehensive

Our compliance framework provides an assurance that each
. _ project file “tells the story" and is preserved in the
compliance review and reconciliation to ensure that all required iParametrics AGMS, in an audit-ready, fully compliane file.

information and documentation has been properly catalogued in
accordance with federal funder, state, and program standards.

If the US Treasury requires 1099 forms be distributed to recipients of funds, our team will distribute 1099's at year end as part of
closeout. Using data tracked in the iParametrics GMS System, we can easily aggregate the total amount of funding released to each
applicant, allowing us to deliver one 1099 per recipient.

When all applications have been closed, our team will support the City of Nashua to prepare final prograrn closeout documentation
in compliance with applicable federal closeout requirements. After program closeout, cur skilled project management team will assist
City of Nashua in conducting after action reviews, documenting lessons learned and best practices and archiving organizational
process assets like checklists and standard operating procedures,

OTHER ARPA RELATED SERVICES

The iParametrics team understands that the City of Nashua may not only be interested in running grant programs but look to expend
funds on revenue loss, eligible infrastructure projects, or in one of the areas noted below:

és & & ff

Equity-Focused Public and Safety Public Housing
Investments Justice Health
HE (39)
ics La >
Water/Sewer Broadband/ Teourismm/Travel/ Small Business
infrastructure Connectivity Hospitality Assistance

Our team will work callaboratively with the City of Nashua to develop a high-quality funding strategy. We will effectively document
and collaboration on various funding opportunities to ensure that you meet your goals.

PAGE 29