HomeMy WebLinkAboutC2021-028 - Online Solutions1855004.1
SERVICES AGREEMENT
BETWEEN
THE TOWN OF FOUNTAIN HILLS
AND
Online Solutions, LLC
THIS SERVICES AGREEMENT (this “Agreement”) is entered into as of January 5th,
2021, between the Town of Fountain Hills, an Arizona municipal corporation (the “Town”) and
Online Solutions, LLC (DBA Citizenserve), a(n) Arizona Corporation (“Citizenserve”).
RECITALS
A. The Town issued a Request for Proposals, “Electronic Permitting System” (the
“RFP”), a copy of which is on file in the Town Clerk’s Office and incorporated herein by reference,
seeking proposals from vendors for implementation of an electronic permitting system to include
on-line plan submittal, electronic plan review, and remote logging of inspections. Vendor to
provide all set up and training and yearly subscriptions and support.
B. The Citizenserve responded to the RFP by submitting a proposal (the “Proposal”),
attached hereto as Exhibit A and incorporated herein by reference, and the Town desires to enter
into an Agreement with the Citizenserve for implementation of electronic permit review software
(the “Services”).
AGREEMENT
NOW, THEREFORE, in consideration of the foregoing recitals, which are incorporated
herein by reference, the following mutual covenants and conditions, and other good and valuable
consideration, the receipt and sufficiency of which are hereby acknowledged, the Town and
Citizenserve hereby agree as follows:
1. Term of Agreement. This Agreement shall be effective as of the date first set forth
above and shall remain in full force and effect until December 31st, 2021 (the “Initial Term”),
unless terminated as otherwise provided in this Agreement. After the expiration of the Initial
Term, this Agreement may be renewed for up to four successive one-year terms (each, a “Renewal
Term”) if (i) it is deemed in the best interests of the Town, subject to availability and appropriation
of funds for renewal in each subsequent year, (ii) at least 30 days prior to the end of the then-
current term of the Agreement, the Citizenserve invoices the Town for an additional one-year term
and (iii) the Town approves the additional one-year term in writing (including any price
adjustments approved as part of this Agreement), as evidenced by the Town Manager’s signature
thereon, which approval may be withheld by the Town for any reason. Citizenserve’s failure to
seek a renewal of this Agreement shall cause the Agreement to terminate at the end of the then-
current term of this Agreement; provided, however, that the Town may, at its discretion and with
the agreement of the Citizenserve, elect to waive this requirement and renew this Agreement. The
Initial Term and any Renewal Term(s) are collectively referred to herein as the “Term.” Upon
renewal, the terms and conditions of this Agreement shall remain in full force and effect.
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2. Scope of Work. Citizenserve shall provide the Services as set forth in the Scope of
Work, attached hereto as Exhibit B and incorporated herein by reference.
3. Compensation and Payments. The Town shall pay Citizenserve an amount not to
exceed $58,000.00 for the Services at the rates as set forth in the Fee Proposal, attached hereto as
Exhibit C and incorporated herein by reference for the Initial Term. The Town shall pay the
Citizenserve as set forth in the Billing Schedule, attached hereto as Exhibit D, and upon submission
and approval of invoices. All invoices shall document and itemize all Milestones completed to
date.
4. Delivery of Services. Citizenserve grants to Town a non-exclusive, non-
transferable, limited subscription to access and use the CitizenServe software service in
consideration of the fees and terms described in Exhibit C. The subscription will begin as of the
date first set forth above which is the date CitizenServe will begin providing services. On this date
CitizenServe’s responsibilities begin regarding providing support services, infrastructure, backing
up data, performing setup and configuration. Implementation and “go live” timelines vary based
on the availability and responsiveness of Customer’s personnel and on the Customer’s priorities
and objectives. CitizenServe and Customer agree that they will work collectively on a best efforts
basis to satisfactorily achieve the Customer’s implementation objectives. Customer acknowledges
it is receiving only a limited subscription to use the Software Service and related documentation,
if any, and shall obtain no title, ownership nor any other rights in or to the software, service and
related documentation, all of which title and rights shall remain with CitizenServe. In addition,
Customer agrees that this subscription is limited to applications for its own use and may not lease
or rent the Service nor offer its use for others. All Customer data is owned by the Customer. Town
represents and warrants that the Services will only be used for lawful purposes, in a manner
allowed by law, and in accordance with reasonable operating rules, policies, terms and procedures.
CitizenServe may, upon misuse of the Services, request Customer to terminate access to any
individual and Customer agrees to promptly comply with such request unless such misuse is
corrected.
5. Documents. All documents, including any intellectual property rights thereto,
prepared and submitted to the Town pursuant to this Agreement shall be the property of the Town.
6. Citizenserve Personnel. Citizenserve shall provide adequate, experienced
personnel, capable of and devoted to the successful performance of the Services under this
Agreement. Citizenserve agrees to assign specific individuals to key positions. Citizenserve
agrees that, upon commencement of the Services to be performed under this Agreement, key
personnel shall not be removed or replaced without prior written notice to the Town. If key
personnel are not available to perform the Services for a continuous period exceeding 30 calendar
days, or are expected to devote substantially less effort to the Services than initially anticipated,
Citizenserve shall immediately notify the Town of same and shall, subject to the concurrence of
the Town, replace such personnel with personnel possessing substantially equal ability and
qualifications.
7. Inspection; Acceptance. All work shall be subject to inspection and acceptance by
the Town at reasonable times during Citizenserve’s performance. Citizenserve shall provide and
maintain a self-inspection system that is acceptable to the Town.
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8. Licenses; Materials. Citizenserve shall maintain in current status all federal, state
and local licenses and permits required for the operation of the business conducted by the
Citizenserve. The Town has no obligation to provide Citizenserve, its employees or subcontractors
any business registrations or licenses required to perform the specific services set forth in this
Agreement. The Town has no obligation to provide tools, equipment or material to Citizenserve.
9. Performance Warranty. Citizenserve warrants that the Services rendered will
conform to the requirements of this Agreement and to the highest professional standards in the
field.
10. Indemnification. To the fullest extent permitted by law, the Citizenserve shall
indemnify, defend and hold harmless the Town and each council member, officer, employee or
agent thereof (the Town and any such person being herein called an “Indemnified Party”), for,
from and against any and all losses, claims, damages, liabilities, costs and expenses (including, but
not limited to, reasonable attorneys’ fees, court costs and the costs of appellate proceedings) to
which any such Indemnified Party may become subject, under any theory of liability whatsoever
(“Claims”), insofar as such Claims (or actions in respect thereof) relate to, arise out of, or are
caused by or based upon the negligent acts, intentional misconduct, errors, mistakes or omissions,
in connection with the work or services of the Citizenserve, its officers, employees, agents, or any
tier of subcontractor in the performance of this Agreement. The amount and type of insurance
coverage requirements set forth below will in no way be construed as limiting the scope of the
indemnity in this Section.
11. Insurance.
11.1 General.
A. Insurer Qualifications. Without limiting any obligations or
liabilities of Citizenserve, Citizenserve shall purchase and maintain, at its own expense,
hereinafter stipulated minimum insurance with insurance companies authorized to do
business in the State of Arizona pursuant to ARIZ. REV. STAT. § 20-206, as amended, with
an AM Best, Inc. rating of A- or above with policies and forms satisfactory to the Town.
Failure to maintain insurance as specified herein may result in termination of this
Agreement at the Town’s option.
B. No Representation of Coverage Adequacy. By requiring insurance
herein, the Town does not represent that coverage and limits will be adequate to protect
Citizenserve. The Town reserves the right to review any and all of the insurance policies
and/or endorsements cited in this Agreement but has no obligation to do so. Failure to
demand such evidence of full compliance with the insurance requirements set forth in this
Agreement or failure to identify any insurance deficiency shall not relieve Citizenserve
from, nor be construed or deemed a waiver of, its obligation to maintain the required
insurance at all times during the performance of this Agreement.
C. Additional Insured. All insurance coverage and self-insured
retention or deductible portions, except Workers’ Compensation insurance and
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Professional Liability insurance, if applicable, shall name, to the fullest extent permitted
by law for claims arising out of the performance of this Agreement, the Town, its agents,
representatives, officers, directors, officials and employees as Additional Insured as
specified under the respective coverage sections of this Agreement.
D. Coverage Term. All insurance required herein shall be maintained
in full force and effect until all work or services required to be performed under the terms
of this Agreement are satisfactorily performed, completed and formally accepted by the
Town, unless specified otherwise in this Agreement.
E. Primary Insurance. Citizenserve’s insurance shall be primary
insurance with respect to performance of this Agreement and in the protection of the Town
as an Additional Insured.
F. Claims Made. In the event any insurance policies required by this
Agreement are written on a “claims made” basis, coverage shall extend, either by keeping
coverage in force or purchasing an extended reporting option, for three years past
completion and acceptance of the services. Such continuing coverage shall be evidenced
by submission of annual Certificates of Insurance citing applicable coverage is in force and
contains the provisions as required herein for the three-year period.
G. Waiver. All policies, except for Professional Liability, including
Workers’ Compensation insurance, shall contain a waiver of rights of recovery
(subrogation) against the Town, its agents, representatives, officials, officers and
employees for any claims arising out of the work or services of Citizenserve. Citizenserve
shall arrange to have such subrogation waivers incorporated into each policy via formal
written endorsement thereto.
H. Policy Deductibles and/or Self-Insured Retentions. The policies set
forth in these requirements may provide coverage that contains deductibles or self-insured
retention amounts. Such deductibles or self-insured retention shall not be applicable with
respect to the policy limits provided to the Town. Citizenserve shall be solely responsible
for any such deductible or self-insured retention amount.
I. Use of Subcontractors. If any work under this Agreement is
subcontracted in any way, Citizenserve shall execute written agreements with its
subcontractors containing the indemnification provisions set forth in this Section and
insurance requirements set forth herein protecting the Town and Citizenserve. Citizenserve
shall be responsible for executing any agreements with its subcontractors and obtaining
certificates of insurance verifying the insurance requirements.
J. Evidence of Insurance. Prior to commencing any work or services
under this Agreement, Citizenserve will provide the Town with suitable evidence of
insurance in the form of certificates of insurance and a copy of the declaration page(s) of
the insurance policies as required by this Agreement, issued by Citizenserve’s insurance
insurer(s) as evidence that policies are placed with acceptable insurers as specified herein
and provide the required coverages, conditions and limits of coverage specified in this
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Agreement and that such coverage and provisions are in full force and effect. Confidential
information such as the policy premium may be redacted from the declaration page(s) of
each insurance policy, provided that such redactions do not alter any of the information
required by this Agreement. The Town shall reasonably rely upon the certificates of
insurance and declaration page(s) of the insurance policies as evidence of coverage but
such acceptance and reliance shall not waive or alter in any way the insurance requirements
or obligations of this Agreement. If any of the policies required by this Agreement expire
during the life of this Agreement, it shall be Citizenserve’s responsibility to forward
renewal certificates and declaration page(s) to the Town 30 days prior to the expiration
date. All certificates of insurance and declarations required by this Agreement shall be
identified by referencing the RFP number and title or this Agreement. A $25.00
administrative fee shall be assessed for all certificates or declarations received without the
appropriate RFP number and title or a reference to this Agreement, as applicable.
Additionally, certificates of insurance and declaration page(s) of the insurance policies
submitted without referencing the appropriate RFP number and title or a reference to this
Agreement, as applicable, will be subject to rejection and may be returned or discarded.
Certificates of insurance and declaration page(s) shall specifically include the following
provisions:
(1) The Town, its agents, representatives, officers, directors,
officials and employees are Additional Insureds as follows:
(a) Commercial General Liability – Under Insurance
Services Office, Inc., (“ISO”) Form CG 20 10 03 97 or equivalent.
(b) Auto Liability – Under ISO Form CA 20 48 or
equivalent.
(c) Excess Liability – Follow Form to underlying
insurance.
(2) Citizenserve’s insurance shall be primary insurance with
respect to performance of the Agreement.
(3) All policies, except for Professional Liability, including
Workers’ Compensation, waive rights of recovery (subrogation) against Town, its
agents, representatives, officers, officials and employees for any claims arising out
of work or services performed by Citizenserve under this Agreement.
(4) ACORD certificate of insurance form 25 (2014/01) is
preferred. If ACORD certificate of insurance form 25 (2001/08) is used, the
phrases in the cancellation provision “endeavor to” and “but failure to mail such
notice shall impose no obligation or liability of any kind upon the company, its
agents or representatives” shall be deleted. Certificate forms other than ACORD
form shall have similar restrictive language deleted.
11.2 Required Insurance Coverage.
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A. Commercial General Liability. Citizenserve shall maintain
“occurrence” form Commercial General Liability insurance with an unimpaired limit of
not less than $1,000,000 for each occurrence, $2,000,000 Products and Completed
Operations Annual Aggregate and a $2,000,000 General Aggregate Limit. The policy shall
cover liability arising from premises, operations, independent contractors, products-
completed operations, personal injury and advertising injury. Coverage under the policy
will be at least as broad as ISO policy form CG 00 010 93 or equivalent thereof, including
but not limited to, separation of insured’s clause. To the fullest extent allowed by law, for
claims arising out of the performance of this Agreement, the Town, its agents,
representatives, officers, officials and employees shall be cited as an Additional Insured
under ISO, Commercial General Liability Additional Insured Endorsement form CG 20 10
03 97, or equivalent, which shall read “Who is an Insured (Section II) is amended to include
as an insured the person or organization shown in the Schedule, but only with respect to
liability arising out of “your work” for that insured by or for you.” If any Excess insurance
is utilized to fulfill the requirements of this subsection, such Excess insurance shall be
“follow form” equal or broader in coverage scope than underlying insurance.
B. Vehicle Liability. Citizenserve shall maintain Business Automobile
Liability insurance with a limit of $1,000,000 each occurrence on Citizenserve’s owned,
hired and non-owned vehicles assigned to or used in the performance of the Citizenserve’s
work or services under this Agreement. Coverage will be at least as broad as ISO coverage
code “1” “any auto” policy form CA 00 01 12 93 or equivalent thereof. To the fullest
extent allowed by law, for claims arising out of the performance of this Agreement, the
Town, its agents, representatives, officers, directors, officials and employees shall be cited
as an Additional Insured under ISO Business Auto policy Designated Insured Endorsement
form CA 20 48 or equivalent. If any Excess insurance is utilized to fulfill the requirements
of this subsection, such Excess insurance shall be “follow form” equal or broader in
coverage scope than underlying insurance.
C. Professional Liability. If this Agreement is the subject of any
professional services or work, or if the Citizenserve engages in any professional services
or work adjunct or residual to performing the work under this Agreement, the Citizenserve
shall maintain Professional Liability insurance covering negligent errors and omissions
arising out of the Services performed by the Citizenserve, or anyone employed by the
Citizenserve, or anyone for whose negligent acts, mistakes, errors and omissions the
Citizenserve is legally liable, with an unimpaired liability insurance limit of $2,000,000
each claim and $2,000,000 annual aggregate.
D. Workers’ Compensation Insurance. Citizenserve shall maintain
Workers’ Compensation insurance to cover obligations imposed by federal and state
statutes having jurisdiction over Citizenserve’s employees engaged in the performance of
work or services under this Agreement and shall also maintain Employers Liability
Insurance of not less than $500,000 for each accident, $500,000 disease for each employee
and $1,000,000 disease policy limit.
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11.3 Cancellation and Expiration Notice. Insurance required herein shall not
expire, be canceled, or be materially changed without 30 days’ prior written notice to the Town.
12. Termination; Cancellation.
12.1 For Town’s Convenience. This Agreement is for the convenience of the
Town and, as such, may be terminated without cause after receipt by Citizenserve of written notice
by the Town. Upon termination for convenience, Citizenserve shall be paid for all undisputed
services performed to the termination date. Should Town terminate without cause after the Initial
Term or any Renewal Term(s) first date of the term, Town must pay the balance of the current
contracted subscription term and this payment obligation will immediately become due.
12.2 For Cause. If either party fails to perform any obligation pursuant to this
Agreement and such party fails to cure its nonperformance within 30 days after notice of
nonperformance is given by the non-defaulting party, such party will be in default. In the event of
such default, the non-defaulting party may terminate this Agreement immediately for cause and
will have all remedies that are available to it at law or in equity including, without limitation, the
remedy of specific performance. If the nature of the defaulting party’s nonperformance is such
that it cannot reasonably be cured within 30 days, then the defaulting party will have such
additional periods of time as may be reasonably necessary under the circumstances, provided the
defaulting party immediately (A) provides written notice to the non-defaulting party and (B)
commences to cure its nonperformance and thereafter diligently continues to completion the cure
of its nonperformance. In no event shall any such cure period exceed 90 days. In the event of
such termination for cause, payment shall be made by the Town to the Citizenserve for the
undisputed portion of its fee due as of the termination date.
12.3 Due to Work Stoppage. This Agreement may be terminated by the Town
upon 30 days’ written notice to Citizenserve in the event that the Services are permanently
abandoned. In the event of such termination due to work stoppage, payment shall be made by the
Town to the Citizenserve for the undisputed portion of its fee due as of the termination date. .
Should Town terminate due to work stoppage after the Initial Term or any Renewal Term(s) first
date of the term, Town must pay the balance of the current contracted subscription term and this
payment obligation will immediately become due.
12.4 Conflict of Interest. This Agreement is subject to the provisions of ARIZ.
REV. STAT. § 38-511. The Town may cancel this Agreement without penalty or further obligations
by the Town or any of its departments or agencies if any person significantly involved in initiating,
negotiating, securing, drafting or creating this Agreement on behalf of the Town or any of its
departments or agencies is, at any time while the Agreement or any extension of the Agreement is
in effect, an employee of any other party to the Agreement in any capacity or a Citizenserve to any
other party of the Agreement with respect to the subject matter of the Agreement.
12.5 Gratuities. The Town may, by written notice to the Citizenserve, cancel this
Agreement if it is found by the Town that gratuities, in the form of economic opportunity, future
employment, entertainment, gifts or otherwise, were offered or given by the Citizenserve or any
agent or representative of the Citizenserve to any officer, agent or employee of the Town for the
purpose of securing this Agreement. In the event this Agreement is canceled by the Town pursuant
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to this provision, the Town shall be entitled, in addition to any other rights and remedies, to recover
and withhold from the Citizenserve an amount equal to 150% of the gratuity.
12.6 Agreement Subject to Appropriation. This Agreement is subject to the
provisions of ARIZ. CONST. ART. IX, § 5 and ARIZ. REV. STAT. § 42-17106. The provisions of
this Agreement for payment of funds by the Town shall be effective when funds are appropriated
for purposes of this Agreement and are actually available for payment. The Town shall be the sole
judge and authority in determining the availability of funds under this Agreement and the Town
shall keep the Citizenserve fully informed as to the availability of funds for the Agreement. The
obligation of the Town to make any payment pursuant to this Agreement is a current expense of
the Town, payable exclusively from such annual appropriations, and is not a general obligation or
indebtedness of the Town. If the Town Council fails to appropriate money sufficient to pay the
amounts as set forth in this Agreement during any immediately succeeding fiscal year, this
Agreement shall terminate at the end of then-current fiscal year and the Town and the Citizenserve
shall be relieved of any subsequent obligation under this Agreement.
13. Miscellaneous.
13.1 Independent Contractor. It is clearly understood that each party will act in
its individual capacity and not as an agent, employee, partner, joint venturer, or associate of the
other. An employee or agent of one party shall not be deemed or construed to be the employee or
agent of the other for any purpose whatsoever. Citizenserve acknowledges and agrees that the
Services provided under this Agreement are being provided as an independent contractor, not as
an employee or agent of the Town. Citizenserve, its employees and subcontractors are not entitled
to workers’ compensation benefits from the Town. The Town does not have the authority to
supervise or control the actual work of Citizenserve, its employees or subcontractors.
Citizenserve, and not the Town, shall determine the time of its performance of the services
provided under this Agreement so long as Citizenserve meets the requirements of its agreed Scope
of Work as set forth in Section 2 above and Exhibit B. Citizenserve is neither prohibited from
entering into other contracts nor prohibited from practicing its profession elsewhere. Town and
Citizenserve do not intend to nor will they combine business operations under this Agreement.
13.2 Applicable Law; Venue. This Agreement shall be governed by the laws of
the State of Arizona and suit pertaining to this Agreement may be brought only in courts in
Maricopa County, Arizona.
13.3 Laws and Regulations. Citizenserve shall keep fully informed and shall at
all times during the performance of its duties under this Agreement ensure that it and any person
for whom the Citizenserve is responsible abides by, and remains in compliance with, all rules,
regulations, ordinances, statutes or laws affecting the Services, including, but not limited to, the
following: (A) existing and future Town and County ordinances and regulations; (B) existing and
future State and Federal laws; and (C) existing and future Occupational Safety and Health
Administration standards.
13.4 Amendments. This Agreement may be modified only by a written
amendment signed by persons duly authorized to enter into contracts on behalf of the Town and
the Citizenserve.
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13.5 Provisions Required by Law. Each and every provision of law and any
clause required by law to be in the Agreement will be read and enforced as though it were included
herein and, if through mistake or otherwise any such provision is not inserted, or is not correctly
inserted, then upon the application of either party, the Agreement will promptly be physically
amended to make such insertion or correction.
13.6 Severability. The provisions of this Agreement are severable to the extent
that any provision or application held to be invalid by a Court of competent jurisdiction shall not
affect any other provision or application of the Agreement which may remain in effect without the
invalid provision or application.
13.7 Entire Agreement; Interpretation; Parol Evidence. This Agreement
represents the entire agreement of the parties with respect to its subject matter, and all previous
agreements, whether oral or written, entered into prior to this Agreement are hereby revoked and
superseded by this Agreement. No representations, warranties, inducements or oral agreements
have been made by any of the parties except as expressly set forth herein, or in any other
contemporaneous written agreement executed for the purposes of carrying out the provisions of
this Agreement. This Agreement shall be construed and interpreted according to its plain meaning,
and no presumption shall be deemed to apply in favor of, or against the party drafting the
Agreement. The parties acknowledge and agree that each has had the opportunity to seek and
utilize legal counsel in the drafting of, review of, and entry into this Agreement.
13.8 Assignment; Delegation. No right or interest in this Agreement shall be
assigned or delegated by Citizenserve without prior, written permission of the Town, signed by
the Town Manager. Any attempted assignment or delegation by Citizenserve in violation of this
provision shall be a breach of this Agreement by Citizenserve.
13.9 Subcontracts. No subcontract shall be entered into by Citizenserve with any
other party to furnish any of the material or services specified herein without the prior written
approval of the Town. Citizenserve is responsible for performance under this Agreement whether
or not subcontractors are used. Failure to pay subcontractors in a timely manner pursuant to any
subcontract shall be a material breach of this Agreement by Citizenserve.
13.10 Rights and Remedies. No provision in this Agreement shall be construed,
expressly or by implication, as waiver by the Town of any existing or future right and/or remedy
available by law in the event of any claim of default or breach of this Agreement. The failure of
the Town to insist upon the strict performance of any term or condition of this Agreement or to
exercise or delay the exercise of any right or remedy provided in this Agreement, or by law, or the
Town’s acceptance of and payment for services, shall not release Citizenserve from any
responsibilities or obligations imposed by this Agreement or by law, and shall not be deemed a
waiver of any right of the Town to insist upon the strict performance of this Agreement.
13.11 Attorneys’ Fees. In the event either party brings any action for any relief,
declaratory or otherwise, arising out of this Agreement or on account of any breach or default
hereof, the prevailing party shall be entitled to receive from the other party reasonable attorneys’
fees and reasonable costs and expenses, determined by the court sitting without a jury, which shall
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be deemed to have accrued on the commencement of such action and shall be enforced whether or
not such action is prosecuted through judgment.
13.12 Liens. All materials or services shall be free of all liens and, if the Town
requests, a formal release of all liens shall be delivered to the Town.
13.13 Offset.
A. Offset for Damages. In addition to all other remedies at law or
equity, the Town may offset from any money due to Citizenserve any amounts Citizenserve
owes to the Town for damages resulting from breach or deficiencies in performance or
breach of any obligation under this Agreement.
B. Offset for Delinquent Fees or Taxes. The Town may offset from
any money due to Citizenserve any amounts Citizenserve owes to the Town for delinquent
fees, transaction privilege taxes and property taxes, including any interest or penalties.
13.14 Notices and Requests. Any notice or other communication required or
permitted to be given under this Agreement shall be in writing and shall be deemed to have been
duly given if (A) delivered to the party at the address set forth below, (B) deposited in the U.S.
Mail, registered or certified, return receipt requested, to the address set forth below or (C) given to
a recognized and reputable overnight delivery service, to the address set forth below:
If to the Town: Town of Fountain Hills
16705 East Avenue of the Fountains
Fountain Hills, Arizona 85268
Attn: Grady E. Miller, Town Manager
With copy to: Pierce Coleman, P.L.L.C.
7730 East Greenway Road, Suite 105
Scottsdale, AZ 85260
Attn: Aaron D. Arnson
If to Citizenserve: 1101 E. Warner Road
Suite 160, Tempe, AZ 85284Attn:James Garvey
or at such other address, and to the attention of such other person or officer, as any party may
designate in writing by notice duly given pursuant to this subsection. Notices shall be deemed
received (A) when delivered to the party, (B) three business days after being placed in the U.S.
Mail, properly addressed, with sufficient postage or (C) the following business day after being
given to a recognized overnight delivery service, with the person giving the notice paying all
required charges and instructing the delivery service to deliver on the following business day. If
a copy of a notice is also given to a party’s counsel or other recipient, the provisions above
governing the date on which a notice is deemed to have been received by a party shall mean and
refer to the date on which the party, and not its counsel or other recipient to which a copy of the
notice may be sent, is deemed to have received the notice.
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13.15 Confidentiality of Records. The Citizenserve shall establish and maintain
procedures and controls that are acceptable to the Town for the purpose of ensuring that
information contained in its records or obtained from the Town or from others in carrying out its
obligations under this Agreement shall not be used or disclosed by it, its agents, officers, or
employees, except as required to perform Citizenserve’s duties under this Agreement. Persons
requesting such information should be referred to the Town. Citizenserve also agrees that any
information pertaining to individual persons shall not be divulged other than to employees or
officers of Citizenserve as needed for the performance of duties under this Agreement.
13.16 Records and Audit Rights. To ensure that Citizenserve and its
subcontractors are complying with the warranty under subsection 13.17 below, Citizenserve’s and
its subcontractor’s books, records, correspondence, accounting procedures and practices, and any
other supporting evidence relating to this Agreement, including the papers of any Citizenserve and
its subcontractors’ employees who perform any work or services pursuant to this Agreement (all
of the foregoing hereinafter referred to as “Records”), shall be open to inspection and subject to
audit and/or reproduction during normal working hours by the Town, to the extent necessary to
adequately permit (A) evaluation and verification of any invoices, payments or claims based on
Citizenserve’s and its subcontractors’ actual costs (including direct and indirect costs and overhead
allocations) incurred, or units expended directly in the performance of work under this Agreement
and (B) evaluation of Citizenserve’s and its subcontractors’ compliance with the Arizona employer
sanctions laws referenced in subsection 13.17 below. To the extent necessary for the Town to
audit Records as set forth in this subsection, Citizenserve and its subcontractors hereby waive any
rights to keep such Records confidential. For the purpose of evaluating or verifying such actual
or claimed costs or units expended, the Town shall have access to said Records, even if located at
its subcontractors’ facilities, from the effective date of this Agreement for the duration of the work
and until three years after the date of final payment by the Town to Citizenserve pursuant to this
Agreement. Citizenserve and its subcontractors shall provide the Town with adequate and
appropriate workspace so that the Town can conduct audits in compliance with the provisions of
this subsection. The Town shall give Citizenserve or its subcontractors reasonable advance notice
of intended audits. Citizenserve shall require its subcontractors to comply with the provisions of
this subsection by insertion of the requirements hereof in any subcontract pursuant to this
Agreement.
13.17 E-verify Requirements. To the extent applicable under ARIZ. REV. STAT. §
41-4401, the Citizenserve and its subcontractors warrant compliance with all federal immigration
laws and regulations that relate to their employees and their compliance with the E-verify
requirements under ARIZ. REV. STAT. § 23-214(A). Citizenserve’s or its subcontractors’ failure to
comply with such warranty shall be deemed a material breach of this Agreement and may result
in the termination of this Agreement by the Town.
13.18 Conflicting Terms. In the event of any inconsistency, conflict or ambiguity
among the terms of this Agreement, the Scope of Work, any Town-approved Purchase Order, the
Fee Proposal, the RFP and Citizenserve’s Proposal, the documents shall govern in the order listed
herein.
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13.19 Non-Exclusive Contract. This Agreement is entered into with the
understanding and agreement that it is for the sole convenience of the Town. The Town reserves
the right to obtain like goods and services from another source when necessary.
13.20 Cooperative Purchasing. Specific eligible political subdivisions and
nonprofit educational or public health institutions (“Eligible Procurement Unit(s)”) are permitted
to utilize procurement agreements developed by the Town, at their discretion and with the
agreement of Citizenserve. Citizenserve may, at its sole discretion, accept orders from Eligible
Procurement Unit(s) for the purchase of the Materials and/or Services at the then current prices
located at https://www.citizenserve.com/municipal-software-pricing/prices (“PRICING PAGE”),
in such quantities and configurations as may be agreed upon between the parties. All cooperative
procurements under this Agreement shall be transacted solely between the requesting Eligible
Procurement Unit and Citizenserve. Payment for such purchases will be the sole responsibility of
the Eligible Procurement Unit. The exercise of any rights, responsibilities or remedies by the
Eligible Procurement Unit shall be the exclusive obligation of such unit. The Town assumes no
responsibility for payment, performance or any liability or obligation associated with any
cooperative procurement under this Agreement. The Town shall not be responsible for any
disputes arising out of transactions made by others.
IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the date
and year first set forth above.
“Town”
TOWN OF FOUNTAIN HILLS,
an Arizona municipal corporation
Grady E. Miller, Town Manager
ATTEST:
Elizabeth A. Burke, Town Clerk
APPROVED AS TO FORM:
Aaron D. Arnson, Town Attorney
[SIGNATURES CONTINUE ON FOLLOWING PAGES]
Grady E. Miller (Jan 26, 2021 09:49 MST)
Grady E. Miller
Elizabeth A. Burke (Jan 28, 2021 08:49 MST)
Elizabeth A. Burke
“Contractor”
____________________________________,
By:
Name:
Title:
Online Solutions LLC (DBA Citizenserve)
Ray Barker (Jan 25, 2021 16:44 MST)
Ray Barker
Account Manager
Ray Barker
Page 1
EXHIBIT A
TO
PROFESSIONAL SERVICES AGREEMENT
BETWEEN
THE TOWN OF FOUNTAIN HILLS
AND
[Citizenserve’s Proposal]
See following pages.
Page 2
Proposal for Fountain Hills, Arizona
Electronic Permitting System, RFP #2021-014
Prepared by
Kara McFall, PMP
Online Solutions, LLC (DBA Citizenserve)
800.325.9818 x709
kara@citizenserve.com
September 28, 2020
3:00 PM
Page 3
September 18, 2020
Mr. John D. Wesley, Development Services Director
Mr. Peter Johnson, Building Official
16705 East Avenue of the Fountains
Fountain Hills, AZ 85264
Dear Mr. Wesley and Mr. Johnson,
Online Solutions, LLC (DBA Citizenserve) is pleased to submit this response to the Town’s RFP
for Electronic Permitting System. Citizenserve® is a comprehensive software and service
solution for community development. The major advantages of Citizenserve include:
1. A Citizenserve subscription provides you with a world class, integrated solution. All modules and
functionality are included. In addition to the Permitting, Planning & Zoning, Code Enforcement,
and Licensing modules, your users have access to the electronic plan review tool, online portal, and
integrated document management with unlimited storage.
2. Your users have secure access from any location. Citizenserve is accessed via any browser from any
device, accommodating remote staff and providing full functionality in the field.
3. Citizenserve is low maintenance and quick to deploy because there is no hardware or software to
install, secure, and maintain. Our cloud-based system is already designed, developed, and
implemented – Citizenserve customers can start using the software quickly.
4. Citizenserve has the best and most comprehensive support in the business.
Citizenserve is already up and running with thousands of users for hundreds of municipalities.
Implementations move quickly and can be conducted entirely remotely. Times are changing,
and the whole approach to government services has altered. Citizenserve is ready to respond
with technology that is ready now and flexible enough to meet whatever changes the future
brings. This proposal and pricing are valid until September 28, 2021.
Sincerely,
Kara McFall, Manager
Online Solutions, LLC (DBA Citizenserve)
1101 E Warner Rd, Suite 160, Tempe, AZ 85284
800-325-9818 x709
kara@citizenserve.com
SECTION A.1 – COVER LETTER
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Section A.1 – Cover Sheet and Cover Letter Page 1
Table of Contents Page 3
Section A – General Information
A.2 – Citizenserve Identification Information
A.3 – Citizenserve Location
A.4 – Citizenserve Description
A.5 – Citizenserve Contract Termination (None)
A.6 – Citizenserve Litigation (None)
A.7 – Vendor Information Form
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Section B – Citizenserve Experience and Qualifications
B.1 – Citizenserve Experience B.2 – Citizenserve References
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Section C – Citizenserve Project Approach/Software Functionality
C.1 – Citizenserve Project Approach
C.1.1 – Citizenserve Contract Management Approach
C.1.2 – Citizenserve Implementation Approach
C.1.2.1 – Implementation Steps
C.1.2.2 – Integration Approach
C.1.2.3 – Migration/Conversion Approach
C.1.2.4 – Training Approach
C.1.2.5 – Maintenance and Administration
C.1.2.6 – Customer Service and Unlimited Support
C.2 – Citizenserve Integrated Solution
C.2.1 – Permitting
C.2.2 – Planning & Zoning
C.2.3 – Plan Reviews
C.2.4 – Inspections
C.2.5 – Online Portal
C.2.6 – Mobile Capabilities
C.2.7 – GIS Functionality
C.2.8 – Reporting and Dashboards
C.2.9 – Role-based Security
C.3 – Optional Modules
C.3.1 – Licensing
C.3.2 – Code Enforcement
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Section D – Project Schedule
D.1 – Project Schedule Assumptions
D.2 – Project Schedule
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Section F – Citizenserve Pricing Separate Cover
TABLE OF CONTENTS
Page 5
A.2 Citizenserve Identification Information
Online Solutions, LLC is a limited liability company, doing business as Citizenserve. Members
who are authorized to act on the company’s behalf are Julie Langdon, James Garvey, and Kara
McFall.
Address: 1101 E Warner Rd, Suite 160, Tempe, Arizona 85284
Federal Tax ID Number: 57-1152874
DUNS Number: 601104124
Proposal Contact Person:
Kara McFall
1101 E Warner Rd, Suite 160
Tempe, AZ 85284
800-325-9818 x709
A.3 Citizenserve Location
The principal office of Online Solutions, LLC (DBA Citizenserve) is:
1101 E Warner Rd, Suite 160,
Tempe, Arizona 85284
We do not have satellite offices.
A.4 Citizenserve Description
Online Solutions, LLC (DBA Citizenserve) has 17 years of experience solving the problems the
Town seeks help with; we have used the names Online Solutions and Citizenserve since the
inception of the company in 2003. Our existing client base consists of towns, cities, villages,
counties, and other municipalities with community development functions. We have over 300 of
these public sector customers, some of whom have been using Citizenserve since the inception
of the company. Each of these customers faced similar challenges to those facing the Town,
and with Citizenserve have completed successful projects. Community planning and
development software and services are the only software and services the company has ever
provided.
SECTION A – GENERAL INFORMATION
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Citizenserve does not have a traditional software salesforce. Our entire organization is focused
on customer service and customer-requested product enhancements. Citizenserve uses
resource forecasting to determine when our resource capacity may be exceeded due to the
addition of new customers, and we hire new team members before the forecasted need to
ensure that we have the capacity to meet our schedule commitments. We recently hired two
new implementation team members in anticipation of upcoming project needs. We also have
extremely low turnover; the average tenure of Citizenserve employees is over 10 years.
We do not and have never used subcontractors. All of our team members are employees who
have received extensive training on the Citizenserve software and our methodology; the
majority of employees have years of experience with the company.
We leverage technology for web conferencing to minimize unproductive travel and resource
downtime. This model also enables us to assign the same project team members to support
customers once their systems are live, as the team members working with the Town will not be
traveling when a support request comes in. The traditional software model has implementation
and training team members traveling almost 100% of the time, and support teams often know
little about the customer processes, unique setups, and challenges. Our business model
provides higher-level, more qualified resources in real-time.
The Citizenserve solution is a cloud-based software-as-a-service (SaaS) for municipal
community planning and development. The solution covers all aspects of permitting, planning
and zoning, inspections, code enforcement, licensing, request tracking, and case management.
All functionality is extended to an online portal, creating a complete electronic relationship with a
jurisdiction’s constituents.
There is only one version of the software; the Citizenserve software has been developed
organically and continually improved based on customer feedback for 17 years. Citizenserve is
only provided as a cloud-based subscription and there is one database in a multi-tenant
architecture. With this model, the effectiveness of innovation and research and development are
exponentially increased, while at the same time the complexity of delivery are dramatically
decreased. The Citizenserve subscription includes all current and future features and
functionality in the software, as well as unlimited support. The subscription is pay-as-you-go,
typically paid for in advance on an annual basis. This model provides municipalities with
maximum flexibility and cost savings.
Our online support extends beyond assisting with support requests; we also offer unlimited user,
administrator, and technical training. If a user requires additional assistance with an infrequently
used function, our support staff will provide training. If an administrator is not sure of how to add
a custom field or change a template, our support staff will provide training. If your technical staff
requires assistance with browser configurations, our support staff will provide training. Our
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unlimited support and training eliminate the stress of changing to a new system and ensure that
all of your stakeholders are supported when they require assistance.
A.5 Citizenserve Contract Termination (None)
Citizenserve has never had a contract dispute, failed implementation, or contract termination.
A.6 Citizenserve Litigation (None)
Citizenserve has never been and is not currently the subject of litigation. We have never had a
contract dispute or failed implementation.
A.7 Vendor Information Form
We have included the completed and signed Vendor Information Form on the following page.
PaAg-e9 7
TOWN OF FOUNTAIN HILLS
SECTION A Electronic Permitting System
IV. VENDOR INFORMATION FORM
By submitting a Proposal, the submitting Vendor certifies that it has reviewed the administrative
information and draft of the Professional Services Agreement’s terms and conditions and, if
awarded the Agreement, agrees to be bound thereto.
Online Solutions, LLC (DBA Citizenserve) 57-1152874
VENDOR SUBMITTING PROPOSAL FEDERAL TAX ID NUMBER
Kara McFall, Manager
PRINTED NAME AND TITLE AUTHORIZED SIGNATURE
1101 E Warner Rd, Suite 160 800-325-9818 x709 800-325-9818
WEB SITE:
www.citizenserve.com
E-MAIL ADDRESS: kara@citizenserve.com
SMALL, MINORITY, DISADVANTAGED AND WOMEN-OWNED BUSINESS
ENTERPRISES (check appropriate item(s):
Small Business Enterprise (SBE)
Minority Business Enterprise (MBE)
Disadvantaged Business Enterprise (DBE)
Women-Owned Business Enterprise (WBE)
Has the Vendor been certified by any jurisdiction in Arizona as a minority or woman-owned
business enterprise? No
If yes, please provide details and documentation of the certification.
ADDRESS TELEPHONE FAX #
Tempe,
AZ
85284
CITY STATE ZIP DATE
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B.1 Citizenserve Experience
Online Solutions, LLC (DBA Citizenserve) has been in business selling and supporting
Citizenserve for 17 years. Citizenserve is a cloud-based software-as-a-service (SaaS) solution
for municipal community planning and development. Community planning and development
software and services are the only software and services the company has ever provided. There
is only one version of the software; the Citizenserve software has been developed organically
and continually improved based on customer feedback for 17 years. We have never acquired
another company or been acquired by another company; all company growth has been organic.
Citizenserve is continually improving based upon customer feedback and requested
enhancements. Requests for new features and functionality are tracked in the Support Center
that is built into Citizenserve. In addition, we keep abreast of advancements in the industry, and
are continually working on improving and advancing our solution. Research and development
are ongoing and are reflected in the number of employees we have engaged in developing,
testing, and implementing improvements to our offering.
Our existing client base consists of towns, cities, villages, counties, and other municipalities with
community development functions. We have over 300 of these public sector customers, some of
whom have been using Citizenserve since the inception of the company. The majority of our
customers have populations between 10,000 – 50,000. Each of these customers faced similar
challenges to those facing the Town, and with Citizenserve have completed successful projects.
The company has never had a customer dispute or litigation. Our unlimited support model
extends our relationships with our customers, ensuring that when they have a question or issue,
we are available to provide timely assistance and problem resolution.
We have extensive experience with the following common project elements:
Rapid implementations. While we occasionally have customers who do not have hard
deadlines, most of our customers have constraints that require rapid implementations. Our
implementation managers are all experienced and excel at meeting deadlines We will work with
the Town to understand any required milestone dates and to schedule the work to
accommodate deadlines whenever possible.
SECTION B – CITIZENSERVE
EXPERIENCE AND QUALIFICATIONS
Page 9
Integration to GIS. The vast majority of our customers require integration to a GIS to load
layers and, for some customers, parcel data. Our integration team is skilled and experienced in
implementing and testing GIS integrations.
Integration to a Payment Gateway. We have already developed an integration to
Authorize.Net; the Town can either elect to use the Authorize.Net payment processor or select
another compatible payment processor.
Daily Financial Batch File. A majority of our customers require a daily closeout/payment batch
file that will be uploaded into their financial system. The Citizenserve team is experienced in
developing closeout files that map to a municipality’s GL codes and financial system data
structure; Tyler Munis is a common financial system among customers.
Data Migration. While the Town has indicated it does not want to migrate data from its existing
legacy system to the new system, we have vast experience migrating data from a wide variety
of legacy community development systems if the Town later decides migration makes sense.
B.2 Citizenserve References
We have included references for three customers of similar size to the Town who are using
Citizenserve to fulfill similar permitting and planning functions as the Town. In addition, we have
included a reference for an Arizona customer, Yavapai County.
Reference 1: Spanish Fork, Utah
40 South Main Street
Spanish Fork, UT 84660
Contact Name: Dave Anderson Contact Title: Community and Economic
Development Director
Contact Phone: 801-804-4582 Contact Email: danderson@spanishfork.org
Citizenserve Modules: Permitting, Code
Enforcement, Licensing, Online Portal,
Portal Chat
Additional Services: N/A
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Reference 2: Lawndale, California
14717 Burin Avenue
Lawndale, CA 90260
Contact Name: Michael Reyes Contact Title: Municipal Services Director
Contact Phone: 310-973-3226 Contact Email: mreyes@lawndalecity.org
Citizenserve Modules: Permitting, Code
Enforcement, Licensing, Online Portal,
Portal Chat
Additional Services: Systems Integration, Data
Migration/Conversion
Reference 3: Marina, California
211 Hillcrest Avenue
Marina, CA 93933
Contact Name: Brian McMinn Contact Title: Public Works Director
Contact Phone: 831-884-1215 Contact Email: bmcminn@cityofmarina.org
Citizenserve Modules: Permitting,
Planning & Zoning, Code Enforcement,
Online Portal
Additional Services: Data
Migration/Conversion
Reference 4: Yavapai County
10 S. 6th Street
Prescott, AZ 86326
Contact Name: Jeremy Dye Contact Title: Assistant Director, Yavapai
County Development Services
Contact Phone: 928-639-8151 Contact Email: jeremy.dye@yavapai.us
Citizenserve Modules: Permitting,
Planning & Zoning, Code Enforcement,
Licensing, Online Portal, Portal Chat
Additional Services: Systems Integration and
Data Migration/Conversion
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C.1 Citizenserve Project Approach
C.1.1 Citizenserve Contract Management Approach
Citizenserve projects are true partnerships between the Citizenserve and customer team
members. We use an agile process and do not restrict scope; the only firm scope on the project
is related to the data migrations and system integrations. We will continue to work on the
permits, configurations, workflows, reports, forms, letters, etc. until the Town decides they are
comfortable going live; we will never try to force the Town to go live before they are ready.
With traditional IT projects, scope management is the most stressful aspect of the project for
both the vendor and the customer. Traditional waterfall methodologies often fail because it is
challenging to identify every requirement at the beginning of a project, and the vendor often
turns to change orders to pay for missed or misunderstood requirements. Citizenserve
continues our weekly walkthrough meetings and work on the configuration of the customer’s
setup until the customer is comfortable and ready to go live. We will engage in as many rounds
of testing as the individual customer requires to have confidence in going live.
With Citizenserve the hardware and software implementations are already complete, and the
software has been developed with continual input and best practices from hundreds of
customers. Rather than starting from scratch with a vendor who will have to engage in a full-
scale development effort, you will be focusing on the configuration that most closely matches
your processes, workflows, forms, etc. It literally takes minutes to set up your installation and
create departments and users. W e can immediately begin setting up permit applications, fees,
workflows, system outputs, and other system configurations. Our flexible configuration options
mean that delivering your requirements is a matter of setting up the system configurations rather
than developing and testing code.
Because we are an internet-based software and service company we cut out most of the risks of
the traditional software model and can therefore offer unlimited support for our customers. This
means there really isn’t a scope over which to haggle because new requirements are included
in the subscription. This is one of the reasons Citizenserve has never had a failed
implementation.
We do not and have never used subcontractors. All of our team members are employees who
have received extensive training on the Citizenserve software and our methodology; the
average tenure of a Citizenserve employee is over 7 years. Citizenserve uses resource
SECTION C – CITIZENSERVE PROJECT
APPROACH/SOFTWARE FUNCTIONALITY
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forecasting to determine when our resource capacity may be exceeded due to the addition of
new customers, and we hire new team members before the forecasted need to ensure that we
have the capacity to meet our schedule commitments. We recently hired two new
implementation team members in anticipation of upcoming project needs.
The Citizenserve staff members who are assigned to the Town’s implementation will remain
with the Town’s project through go live and will be available for support once the Town
transitions to full production mode. Citizenserve has never pulled a team member from a project
before the team member’s scope of work was completed, and has not experienced an
emergency that would result in the removal of a team member for an extended period of time or
an unscheduled reduction in the team member’s availability for the project. Occasionally,
unforeseen emergencies arise, such as an implementation manager who recently suffered a
house fire the week his new baby came home from the hospital. While the implementation
manager was off work for a week finding housing and navigating insurance and repair
contractors, the project manager and another implementation manager stepped in to continue
the weekly walkthroughs and configuration edits on his project, with no schedule delay.
Citizenserve implementation staff are all highly trained and capable of providing backup when
emergencies arise.
We will assign an Account Manager to the Town’s project who will be available for any needs
that arise.
C.1.2 Citizenserve Implementation Approach
It is important to understand we are not designing, developing or implementing a system. The
system is already designed, developed, implemented, and serving thousands of community
development professionals, citizens, contractors, and businesses for hundreds of municipalities.
In other words, with a cloud or SaaS solution the Town is renting a building rather than
constructing a building and will be moving into a software solution that is already in place.
C.1.2.1 Implementation Steps
Our implementation approach involves the following steps.
Completion of the Setup Checklist: The Citizenserve account manager will provide a Setup
Checklist of supporting documentation that will be required to begin the setup. The supporting
documentation typically includes items like copies of permit applications, fee structures, notices
and forms, etc. The Town’s team will work to gather all of the documentation and information
included in the Setup Checklist. Gathering all of the documentation on the setup document prior
to project kickoff ensures the most efficient implementation.
Project Kickoff: The project kickoff meeting includes the key Town and Citizenserve team
members. The Citizenserve project manager will work with the Town’s project manager to
develop the agenda for the kickoff meeting and any supporting materials such as a PowerPoint
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presentation. Key components of the project will be discussed including roles, responsibilities,
timeline, and objectives. The Citizenserve project manager will provide a report summarizing the
meeting and assigning action items.
Initial Setup: The Citizenserve implementation manager will work from the information on the
Setup Checklist to configure the system; typically, the initial setup comprises 50% of the entire
setup.
System Walkthroughs: Once the initial setup is complete a weekly meeting will be scheduled
with the Town team members and the implementation manager. During the walkthrough
meetings, the team will review each area of the system and make a list of changes or additions.
The walkthroughs are an iterative process that allows the client to clarify or improve upon
existing processes and configure Citizenserve to support those processes.
Data Migration: The Town has specified that they do not require data migration; we have
included the following information in case the Town decides at a later time to include migration.
We perform data migration by module/function. Once the setup for a module/function is nearly
complete, the Citizenserve team begins developing programs to convert and import the related
client data; this process cannot take place until all custom fields for the module/function that are
related to a legacy system have been identified and configured in Citizenserve. The Town team
members have the opportunity to review the converted data; changes will be made to the
conversion script as needed. The data conversion import can be modified and run as many
times as needed to ensure the accuracy of imported data.
Configuration of the integrations. The requirements for the configuration of the integrations
will be gathered during the weekly walkthroughs. The Citizenserve system architect will develop
the scripts for the integration points on the Citizenserve side (development of code to export
data from or accept data into Citizenserve); if an API is not available, the Town’s technical
resources will be responsible for developing the code to export data to Citizenserve or accept
data from Citizenserve. The Town’s team will test the data exchanged between Citizenserve
and the external systems and will provide feedback on needed changes.
Training: Prior to go live, staff members will be trained in small groups. Each training session
will focus on that group’s core job responsibilities. Most users attend one or two training
sessions that last up to four hours; additional one-on- one training sessions can be scheduled
for users who would benefit from additional training. We can record any or all of the training
sessions and make the training videos available online.
Go Live: Final data is typically provided on a Friday afternoon. Over the weekend all test data is
removed from the system and the data is imported. The weekly walkthrough meetings typically
continue for 2-4 weeks after go live to identify any issues or changes that could be beneficial;
the Town decides when they are comfortable with the system and no longer require the weekly
walkthrough meetings.
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Ongoing Support: Users can request support for any needs or questions through the
Citizenserve support center. Response time to a support request is within 4 hours; urgent
requests receive a response within an hour. Our support staff members are available to help
you utilize existing and new features, develop custom reports, and modify your setup for
process changes as needed.
C.1.2.2 Integration Approach
We have vast experience creating custom integrations for a wide variety of integration points.
Our experience includes developing custom web services for integration with external systems,
creating daily closeout export files for upload into financial systems, integrating with GIS
systems to pull address and GIS information, exporting calendar invites to Microsoft Outlook,
sending emails from the system, creating payment gateways to accept customer credit card
payments online, and many more integration points with external systems.
Typical integrations are accomplished via web services. The Citizenserve system architect will
develop the scripts for each integration point to send data to target systems and receive data
from providing systems, including any data conversions required. The Town’s team will test the
data exchanged between Citizenserve and the external systems and will provide feedback on
needed changes.
Payment Gateway. We have already developed an integration to the Authorize.Net gateway;
the Town can either elect to use the Authorize.Net payment processor or select another
compatible payment processor.
Maricopa County Assessor’s Database. Integrating to a county assessor’s database to import
parcel data for a municipality into Citizenserve is a common integration. We will work with the
Town to identify the required data and frequency of imports, depending upon how often the
Town wishes to update parcel data.
GIS. The Town has indicated that they use EMSFieldMap for their GIS. Our research of this tool
did not identify any published APIs for data integration. If it is not possible to use EMSFieldMap
to provide the Town’s layers, we will work with the Town to identify an alternate solution.
The Town has also requested integration with GIS mapping to provide active and approved
cases. Citizenserve can create any number of JSON Reports that can be consumed by your
GIS; the design and development of these reports is included in the implementation.
Munis. During implementation we will match fees to the Town’s GL codes. We can develop the
end-of-day payment report according to the Town’s specifications; typically these reports are
run for a set time span (e.g., midnight to 11:59 PM) and payments and refunds are summed by
GL code, but we will develop the code to meet the Town’s requirements. We will send the daily
payment file to a secure FTP site that Citizenserve provides; the Town will then load the batch
file into Munis via API or custom code
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C.1.2.3 Migration/Conversion Approach
While the Town has specified they do not require data migration/conversion as part of the
project, we are including a description of our approach in case the decision is made later to
migrate the Town’s historical permit data.
For the past 17 years we have worked exclusively in community development and have
extensive experience working with community development data such as permitting and
planning data. We have experience with legacy systems and the architecture of systems
development and databases extending back to the late 1980s. Our approach is to first complete
the setup of your permit applications and associated fees in Citizenserve. We ask customers to
provide the databases that are to be converted in an unmodified state; we then map the data
from the legacy system to the Citizenserve setup. Once this step is complete, we write a
conversion script and run a test conversion. We do walkthroughs with key users to make sure
files are getting set up properly. All converted records are marked so that we can delete the
conversion and rerun it. We typically run the conversion by department/function. A data
conversion environment is available for test runs of the data conversions, where we load the
customer’s Citizenserve configuration and setup. We can run the conversion scripts as many
times as necessary to identify and resolve any scripting errors.
C.1.2.4 Training Approach
Web-based training led by the project’s implementation manager is included as part of the
implementation costs, and Citizenserve’s unlimited support includes unlimited web-based
training. The Town can save staff time by relying on Citizenserve to provide needed training
during and after the implementation.
The key users who engage in the weekly walkthroughs will be fully trained by the time of go live
after having spent time each week reviewing the screens, workflows, fee structures, templates,
etc. and practicing before the next meeting. Staff members are trained prior to go live. Our
traditional approach to training is to conduct training via web conferencing in small groups, and
the vast majority of our customers employ this method of training. With web conferencing we
can transfer screen control to the users so they obtain experience using the system during
training. Any of the web conferences used for training can be recorded and edited for later
viewing.
Each training session will focus on that group’s core job responsibilities. We provide
comprehensive training on the full functionality of the system; for each group we will provide
training on the functionality the Town decides is needed, in as much detail as required. Most
users attend one or two 4-hour training sessions; additional one-on-one training sessions can
be scheduled for users who would benefit from additional training.
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We will create a training environment that contains your configuration and data; your users,
system administrators, and technical staff will therefore be training using an environment with
which they are familiar. This training environment will be available in the pre go-live training
sessions and can be made available for additional post go-live training, as necessary.
We provide end user training and, when needed, can train your technical staff who will be
configuring the system. The configuration of Citizenserve is mostly performed using HTML and
SQL scripting. These skills are helpful for any technical users who will be configuring the
system, and we can provide technical training to your staff through our unlimited support.
Administrative support is included in the subscription, and we can either provide training to
administrators or provide direct administrative support throughout the life of the subscription as
required or desired. We have customers who are using both means of support to achieve
successful administration of Citizenserve; most customers opt to save staff time and expense by
using Citizenserve for system administration. As a cloud-based solution, Citizenserve staff
perform all administration related to system operation, management, and monitoring. The
application servers and database are monitored continuously with alerting to ensure the
continued optimal performance of the system.
Unlimited user, system administrator (as needed), and technical (as needed) training is
available as part of Citizenserve’s unlimited support. We can also create introductory, on-
demand videos for staff to review before their initial training. Here are a few examples of training
videos from a recent Citizenserve project:
Getting Started:
https://www.citizenserve.com/training-videos/getting-started-how-to-training-video/
Create New Permit Project:
https://www.citizenserve.com/training-videos/permitting-how-to-training-video/
Create New Code Enforcement Case:
https://www.citizenserve.com/training-videos/code-enforcement-how-to-training-video/
Business License Renewal Overview:
https://www.citizenserve.com/training-videos/business-license-renewal-notice-how-to-training-
video/
Schedule and Complete License Inspection:
https://www.citizenserve.com/training-videos/license-inspections-how-to-training-video/
Reporting:
https://www.citizenserve.com/training-videos/reporting-how-to-training-video/
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C.1.2.5 Maintenance and Administration
Maintenance
We release new features and any fixes twice a month; all are included in the Citizenserve
subscription. Our model is not the typical “big bang” version upgrade that combines long lists
of enhancement requests that have been gathered over months or years. Citizenserve is
continually improving based upon customer feedback and requested enhancements. There is
only one version of the software that all customers use; no one gets left behind in an old,
unsupported version. Updates and enhancements to the software are provided twice monthly
and are included in all subscriptions.
We have 17 years of experience managing the twice monthly software updates. We test
changes in a full test environment; customers who are involved in the changes can also access
the test environment. When a new version is ready we move it to production; the process
happens at night and only takes an application server restart, which requires less than 5
minutes total. The prior version of the software is always available if there is a critical issue with
the new version and the decision is made to roll back.
Requests for new features and functionality are tracked in the Support Center that is built into
Citizenserve. Users can subscribe to the updates and get a list of all the changes and fixes in
the most recent version before it is released. With new major features and major upgrades, the
customers who requested these features are in the vanguard of testing the feature in the test
environment and in moving to the feature or upgrade, providing us with great feedback early on
so we can refine the features and fix issues without affecting other customers, all while still on
one software code base.
A test version with a full database copy is set up to test new versions. Once a version is tested it
is moved to production. If an unexpected problem occurs with the new version, a roll back to the
previous version is possible in minutes. Full database backups are performed when each new
version is released and the full backup is restored so it is online for any necessary real-time
troubleshooting.
New major features are oftentimes done with a configuration option. For example, if we update
a component like the HTML editor with a better version, we will convert customers one-by-one
to make sure that existing letter and email templates are not affected. This is as simple as
changing a flag in the database, but allows switching back and forth while any issues are
resolved. Major upgrades are usually accomplished by setting up a new application server and
migrating customers over time. An example of a major upgrade is moving to a new version of
Java.
When new patches are released for server operating systems we start by patching all non-
production servers to ensure there are no issues, then patch production environments last. The
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exception to this approach is when known issues are imminent threats, like the famous
WannaCry ransomware threat. In this case everything gets patched immediately. Since we
maintain one high availability, multi-tenant environment rather than hosted instances for each
customer, the patching process is greatly simplified.
Citizenserve System Administration
Citizenserve staff perform all system administration and monitoring. The application servers and
database are monitored continuously with alerting to ensure the continued optimal performance
of the system. For example, the processor utilization, pages, memory utilization, and replication
are all monitored. Expensive queries are easily identified and can be optimized on a continual
basis.
We have firewalls with intrusion detection enabled; the firewall is monitored continuously with
alerting. Features and protection types include:
• Stateful packet filtering – rule-based port and device access to resources.
• GeoIP – Allows traffic filtering based on geographic location.
• Gateway Anti-Virus – Enforces virus scanning on all incoming data for HTTP, FTP, and
SMTP.
• Intrusion Prevention – Protects against agent and script-based attacks.
• Anti-Spyware - Protects against specific trojan and adware-based attacks.
• Botnet filtering - Blocks connections to/from Botnet Command and Control Servers.
• Real time alerting – Monitors and alarms at critical conditions.
• Syslog and analysis – Provides long-term log recording and traffic analysis.
Citizenserve Support can also provide system administration tasks such as adding new users,
configuring user roles, changing workflows, etc. Most customers choose to use Citizenserve’s
unlimited support for system administration tasks, thus saving staff time.
C.1.2.6 Customer Service and Unlimited Support
We offer unlimited support for Citizenserve. Citizenserve’s support is truly unlimited,
comprehensive, and unique. The support extends to addressing any issues, setting up new
processes, improving existing processes, adding new permits, setting up new workflows,
developing custom reports, system administration, training, and configuring new features. Your
users, administrators, and technical staff will never be assessed an additional charge for
support. For our customers, knowing that we are available to resolve issues and meet new
requirements as part of our unlimited support removes the stress of the project implementation,
while having a trusted partner who provides unlimited support for the software provides for a
smooth transition to operations mode.
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Help Desk Processes
We have a toll-free support line that users can call for end user, administrator, and technical
support. The software has a built-in Support Center for the submission of support and
enhancement requests and we encourage users to use this feature to submit requests.
Support Center Request Submission Form
As a Software-as-a-Service company, we remotely service customers who are geographically
distributed. We use web conferencing, conference calls, and email to provide support. Using
web conferencing for support allows us to provide higher quality resources in a more timely
fashion while providing consistency in the people with whom your staff will be working. We can
also view the user’s screen; the user can walk us through the issue he or she is experiencing,
and this visibility supports rapid troubleshooting.
The employees who staff the support desk are the same resources that work on project
implementation; each of our implementation staff is assigned to a full day of support once a
week. This structure means that when you contact support, you will be working with someone
who is extremely familiar with all aspects of the system. If a question arises that involves the
Town’s specific setup, the implementation manager who is assigned to the Town’s project will
be assigned to the support ticket, and the system architect assigned as needed.
Citizenserve Service Level Agreement
Support requests can be marked as standard or urgent. For standard requests, our service
level agreements are as follows:
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• For standard requests submitted between the hours of 5:00 a.m. Pacific time through 6:00
p.m. Pacific time Monday – Friday (non-holidays), we will respond on the same business day
within four hours.
• For standard requests submitted outside of these hours, we will respond on the next business
day prior to 9:00 a.m. Pacific time.
For urgent system requests, defined as the system being down/inaccessible or a security
concern, Citizenserve staff are available 24/7 and will respond within one hour; our average
response time is 15 minutes. We realize that sometimes support is needed when a customer is
waiting at the permit counter, so urgent requests are immediately addressed by the support
team.
Hours of Support
Support requests can be marked as standard or urgent.
• For standard requests, support staff are available from 5:00 a.m. Pacific time through 6:00
p.m. Pacific time during non-holiday business days (Monday – Friday).
• For urgent system requests, defined as the system being down/inaccessible or a security
concern, Citizenserve staff are available 24/7
All support staff are seasoned Citizenserve employees.
Customer Feedback on Citizenserve’s Support
Citizenserve has provided remote support for implementations, training, and customer support
for 17 years, and have found this model to be extremely effective in providing superior and
timely service. Some recent customer feedback we have received on our support includes:
“Citizenserve has proven to be one of the most responsive software vendors I have ever
worked with. Building permitting is immensely complicated, as are health citations.
Citizenserve has proven to be an excellent partner in building complex, multi-faceted
and integrated solutions to meet the city’s needs in these areas. We have submitted
literally hundreds of requests for enhancements, improvements, changes since launch,
and they responded quickly to every one of them.” City of Revere, Massachusetts
“Since the project their support team has continued to deliver quickly on all of the
requests we’ve made, including building a whole new permit in a day when the Mayor
identified an online outdoor seating permit as a priority for re-opening during the
pandemic.” City of Urbana, Illinois.
“We have been using Citizenserve for approx. 2+ years and considering we had a
previous software program and now moving into Citizenserve we are thrilled. Everything
they promised to do was done. Everything they say about the support response time and
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help is TRUE usually done immediately. I have no problem giving them an Excellent
rating.” – Town of Norfolk, Massachusetts
C.2 Citizenserve Integrated Solution
Citizenserve is a Software-as-a-Service (SaaS), cloud-hosted solution that fully meets the
Town’s scope of work. As a SaaS solution, our customers have no hardware or software to
install and maintain. Citizenserve is a comprehensive community development solution that has
been developed and improved organically over 17 years; all modules are integrated and
included in the subscription. The integrated nature of Citizenserve means that you will not have
to re-enter the same information in multiple modules; all of Citizenserve’s modules use the
same database and data.
The two modules we are proposing for the Town are the Permitting and Planning & Zoning
modules. We have also included information on Citizenserve’s Licensing and Code
Enforcement modules; these modules are included in the Citizenserve annual subscription if the
Town elects to implement them at a later time.
C.2.1 Permitting
Citizenserve permitting software accommodates multiple types of permits, including all of the
permits listed by the Town in the RFP and any future permits the Town adds. Any permit can be
easily added and workflows built that include both administrative and public review workflows.
You can add an unlimited number of permit types in Citizenserve. Permits, inspections, and associated
workflows can be designated by department/function. Permits are automatically associated with the
property and address.
Your contractors, business owners, and property owners can apply for a permit, upload digital
plans, pay application fees, and check on the status of applications online through the
Citizenserve online portal. Staff can also enter permit applications and upload digital plans at
the counter or in response to emailed applications; because Citizenserve is accessed from a
browser, staff can access the full functionality while working at any location.
An unlimited number of permit documents can be created, including applications, permits,
certificates of occupancy, placards, etc. Each permit document can have mandatory or warning
conditions based on issues with the file. Custom rules will ensure that permits are not issued
without the required approvals. The Town can specify the statuses associated with milestones
in each workflow, including Received, Accepted, In Process, Returned for Correction, Approved,
Denied, Public Hearing Scheduled, etc.
Citizenserve can accommodate complex fee structures, and all fee schedules can be end dated
to ensure that the correct fees are applied. Citizenserve will develop the fee structures for each
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of the Town’s permits and other applications during implementation; maintenance of the fee
structures is included in Citizenserve’s unlimited support.
Inspections can be requested through the online portal, and inspectors can enter inspection
results directly from the field using a tablet, laptop, or other mobile device. After the final
inspection has been completed, you can easily generate approval documents that can be
printed, emailed, or downloaded by the applicant, contractor, property or business owner.
Citizenserve enables inspectors to track their time spent on inspections.
Workflows can be easily configured and changed in Citizenserve, and users can quickly identify
the status of each of the steps in the workflows for permits. Workflows can be configured to
determine the appropriate route based on a variety of criteria such as permit type, property
details, and specific fields in the application. Permit reviews are activities in a workflow and can
be configured to dynamically route a permit application to different departments based on the
information entered during the review. Citizenserve’s role-based security enables you to decide
who can view permit information and feedback. Citizenserve maintains a complete,
timestamped history of all actions taken on a permit.
The below example shows the Review steps that have been configured in a workflow for a
building permit. The application has completed the Application Intake and Application Review
steps and has completed the Required Inspections, and is awaiting Application Review by the
Fire, Planning & Zoning, and Building Departments before the Review is complete.
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Building Permit Route Display
Customers who submit permit applications can check on the status through Citizenserve’s online portal. The below screen shot
shows the View Permit screen from the online portal; the customer who is logged in has previously submitted an application for a
building permit and has now accessed the Reviews tab to see the status of the reviews for the permit.
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View Permit Screen from the Online Portal (Reviews Tab) You
can view demos of Citizenserve’s permit solution at:
https://www.citizenserve.com/portfolio/#category_id_17
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C.2.2 Planning & Zoning
Citizenserve planning and zoning software completely automates the process of application,
review, routing, resubmittals, and public notification. Applicants can submit applications, attach
plan documents, pay application fees, and view the status of their applications through the
online portal. Applicants can submit zoning and zoning variance applications. Applications are
automatically routed to the appropriate reviewers based on your workflow routes. Plan
reviewers have access to searchable electronic reference materials including building code
handbooks, GIS layers, and property history.
You can track due dates for public notices and legal advertisements based on the hearing dates
you select. Citizenserve’s user friendly calendars enable staff and supervisors to view individual
or consolidated schedules to enable decision making and task prioritization and scheduling.
Property data is handled the same for all Citizenserve modules. Alerts can be set on parcels; for
example, an alert can be set to prompt for administrative approval when an address cannot be
verified. Documents can also be attached to parcels, applicants, and projects.
You can view demos of Citizenserve’s planning and zoning solution at:
https://www.citizenserve.com/portfolio/#category_id_35
C.2.3 Plan Reviews
You can create customized workflows that mimic your plan review processes and digitally and
visually track plan review statuses and comments. The plan review function is highly flexible and
accommodates any plan reviews and associated workflows. We will develop the applications
and letter and email templates to match the Town’s current forms, including Town logos and
graphics.
Workflow status can be tracked internally by Town staff, while customers, business owners, and
contractors can check on the status of an application on the portal. Each application type can
have a specific review route or workflow route, and each workflow route can contain different
activity types and assignments; activities can be assigned to occur linearly or in parallel. An
unlimited number of activity types can be created in Citizenserve. Each activity can have a
specific form or custom fields and template outputs. A review activity can be completed and a
template email or letter sent to the contractor, business owner, or other stakeholders.
You can view a demo of Citizenserve’s workflow routing at:
https://www.citizenserve.com/portfolio-view/workflow-routing/
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Citizenserve has robust and flexible Electronic Plan Review tools to enable professional,
engineering-level reviews. Our review tools can be used for any plan review and any document
type, including PDFs of building plans, PDF fillable applications, drawings, photos, etc.
The Electronic Plan Review tools include functions to measure areas and linear distances and
accurately scale drawings. The Electronic Plan Review tool supports electronic plan comments
for each reviewer by adding notes, standard comments, highlights, measurements, and other
annotations. During implementation we will work with the Town to build Common Comment
Books for each type of plan review; a plan reviewer can therefore simply select the comments
that are relevant for the current review.
Measure Areas and Linear Distances with Citizenserve’s Review Tools
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Create Custom Lists of Electronic Plan Comments for Each Department
Create and Share Custom Stamps
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C.2.4 Inspections
Citizenserve supports the creation of an unlimited number of inspection types. Each inspection
type can have a specific form or custom fields and template outputs such as an inspection
report. Templates can be created as reports, letters, emails, or any other combination of text
and graphics. Forms and documents can be changed, and configuration changes made, on the
fly with no system downtime.
Citizenserve is device and browser independent, which means your inspectors can access the
full functionality of Citizenserve from the field from any tablet, laptop, or other mobile device. For
example, an inspector can receive an inspection request while in the field, complete the
inspection while on the site, fill out the inspection form, and generate an inspection report for
mailing or emailing to a citizen, business owner, or contractor. Inspectors can look up property
ownership information, add violations, take and attach photos, mark up images using the
Electronic Plan Review tool, generate tickets or notices of violation, and schedule re-inspections
in the field from a laptop, iPad, or other mobile device. Citizenserve enables your inspectors to
write tickets for violations from the field using any mobile device, provide a signature, and print
tickets from the field using a Bluetooth printer. Pictures can be added directly from device
cameras. Your inspectors can schedule follow-up activities, or Citizenserve can be configured
with automatic follow-up activities based on the types of violations. Your inspectors can also
track time spent on individual inspections in Citizenserve.
Your inspectors can select from multiple code sections, including building, environmental,
health, property maintenance, and fire codes. As part of Citizenserve’s unlimited support, we will
ensure that your codes are kept current. Citizenserve also enables violations and tickets to be
easily displayed on maps or other management reports; parcel data can be retrieved by clicking
on the map layer. Inspectors using iPads and other devices that support speech-to-text can also
add inspection comments using speech-to-text, saving valuable time and enabling the entry of
comments while the information is fresh.
Citizenserve has a built-in device and browser independent calendar feature that allows
inspections and tasks to be easily assigned and managed. When tasks or inspections are
assigned to a user there is an option to have an email reminder sent. The email can contain an
ICS file that adds an appointment to the inspector’s Outlook or Google calendar. Your
constituents can also schedule inspections through the online portal. Citizenserve provides the
ability to view the locations of your inspections due. If GIS integration is requested, we will assist
you in loading your GIS layers such as zoning districts and parcel lines to enable you to view or
look up inspections due on a map.
C.2.5 Online Portal
The portal is fully integrated into all of the Citizenserve modules, which means information and
data entered into an application, documents uploaded as part of an application, and requests for
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inspections are immediately available in the associated Citizenserve modules. The configurable
and customizable online portal allows citizens, contractors, workers, and businesses to
participate electronically in the processes of permitting, planning and zoning, inspections,
complaints and service requests, licensing, and code enforcement. Because the same portal is
used for all functions, the user is provided with a consistent experience. The portal has been
built into the solution from the beginning, meaning users are provided with a cohesive and
optimized interface. All portal pages use responsive design, which means the forms morph into
the available form factor, automatically resizing to fit the user’s device.
The portal can be configured as a link off of the Town’s website. Functionality that is available
from the portal includes:
• With Citizenserve permitting software your business owners, contractors, architects, engineers,
and property owners can apply for a permit, upload digital plans, schedule an inspection, pay
application fees, and check on the status of an application online. The permit application can be
configured with mandatory fields; the portal can also be configured to provide information on the
requirements when applying for each type of permit.
• Planning and zoning applicants can submit applications, attach plan documents, schedule an
inspection, check on the status of an application, and pay application fees through the online
portal.
• Citizens can report possible code violations and check on the status through the online portal.
You can communicate with your citizens effectively and efficiently by using Citizenserve’s
automatic notifications, automated letters, and email templates. NOTE: this information is
provided for informational purposes, as the Town did not request code enforcement.
• The Citizenserve online portal enables businesses, contractors, workers, and others seeking
licenses to submit applications, schedule required inspections, upload copies of required
documents, pay application fees, check on the status of an application, and download approved
License Certificates and ID cards through the portal. Businesses, contractors and workers
seeking to renew licenses can do so through the portal. NOTE: this information is provided for
informational purposes, as the Town did not request licensing.
• Citizens can submit complaints and service requests online, then track the status of their
complaint or request. Automatic notifications, letters, and email templates can be configured to
reduce the communication burden on Town staff. NOTE: this information is provided for
informational purposes, as the Town did not request complaint and service request tracking.
The image below shows one configuration of the portal for the fictitious Town of Buena Vista.
Visitors can learn about and apply for building permits, development projects, and licenses and
can submit code complaints or requests for services. For the Town, we would configure the
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portal to enable permit and planning applications, including Planning, Building Safety, and
Engineering.
Sample configuration of the Citizenserve Portal
One critical feature in Citizenserve is the ability to set User Notifications and Assignments for
each permit and case type so staff and departments are notified when citizens, business
owners, contractors, or workers take action on the portal. For example, if a staff member
requests a revised plan document, the notification matrix will let the staff member know when
the document is uploaded. Without notices of actions taken on the portal, the staff would have to
keep checking the file for the uploaded document or worse – forget to check, resulting in a call
from the business owner wondering why his or her permit has not been issued.
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Sample Citizenserve User Notifications and Assignments Configuration Screen (Permitting)
Customers who submit permit and planning applications have access to the status of the permit
reviews and inspections through the online portal. Below is a screenshot that shows a partial
view (due to space constraints) of the View Permit screen that is accessible by a customer from
the portal; the tabs for Permit, Review, Documents, and Inspections show the status information
that is available to the applicant.
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Online Portal View Permit Screen
You can view demos of Citizenserve’s online portal at:
https://www.citizenserve.com/portfolio/#category_id_34
C.2.6 Mobile Capabilities
Citizenserve is fully functional in the field: there is no distinction between desktop or tablet
users. Citizenserve uses a device and browser independent architecture. There is no software
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required on the local desktop or device. Examples of activities that can occur from the field
include:
• Inspections. For inspections required for building permits, business licenses, and other
applications that require an inspection, an inspector can receive an inspection request while in the
field from a tablet or laptop, complete the inspection while onsite, fill out the inspection form,
and generate an inspection report for mailing or emailing to a business owner, citizen, or
contractor. Inspectors can look up property ownership information, add violations, take and
attach photos, access the full functionality of the plan review tool, generate tickets or notices of
violation, and schedule re-inspections – all in the field from a tablet or laptop. The inspection
forms use a responsive design, which means the forms morph into the available form factor,
automatically resizing to fit the user’s device. We will be rolling out a new offline inspection
capability in 4th quarter 2020.
• Code Enforcement. Code inspectors are notified of inspections due and can look up property
ownership information, add violations, take and attach photos, generate tickets or notices of
violation, and schedule re-inspections while in the field from a tablet or laptop. NOTE: this
information is provided for informational purposes, as the Town did not request code
enforcement.
• Complaint Tracking and Inspections. Citizenserve’s mobile capabilities enable your
inspectors to perform inspections associated with complaints and enter their findings from the
field. Using an iPad or other mobile device, inspectors can enter their findings from an
inspection, including uploading photos taken in the field and other documents. Notices of
Violation, Warnings, and other enforcement documents can be generated in the field using an
iPad or other mobile device and Bluetooth printer. NOTE: this information is provided for
informational purposes, as the Town did not request complaint tracking.
Citizenserve is device and browser independent, which means your inspectors can access the
full functionality of Citizenserve from the field from any tablet or laptop. The following pages
show an example inspection conducted from an iPad. Because the software is device and
browser independent, Citizenserve’s full capabilities are available from an iPad or Android
tablet, or other mobile device.
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Staff can customize
their dashboard to
display
appointments, tasks,
key performance
metrics, etc.
In this scenario, the
Inspector opens
Citizenserve on his
iPad and selects an
inspection to be
completed from his
calendar.
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The inspector switches to
landscape view and
completes the inspection
from the field. He can
access the full history from
the field.
Available tools enable him
to retrieve plans through the
Electronic Plan Review tool,
add violations, schedule a
follow up inspection, upload
documents and photos,
generate form letters, or
send emails.
The inspector can copy
comments from a previous
review, open the common
comments book, or add
manual comments.
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The inspector
selected the
common
comments
book tool and
checks
applicable
comments to
use in this
inspection.
He can also
type or use
voice to text to
create his own
comments.
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The inspector
can preview
and edit the
inspection
report prior to
sending.
This report
includes a
photo taken
on site,
inspector’s
comments,
and
electronic
signature.
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C.2.7 GIS Functionality
Google Maps and all associated functionality are built into Citizenserve. While most customers
elect to integrate Citizenserve with their GIS system to pull in layers, parcel information, etc.,
some customers choose to use the base functionality of Google Maps integration. W e are
experienced in creating interfaces to GIS systems, and have included this integration point for
the Town.
You can use Citizenserve’s mapping functions to track inspections and other tasks. You can
display all tasks assigned to a user, filter by types of tasks such as inspections, and further filter
by the type of inspection or review. Citizenserve’s map viewing options are fully customizable.
We have also included the export of active and approved cases from Citizenserve to the Town’s
GIS in our bid.
Citizenserve Map View of Due and Overdue Tasks
C.2.8 Reporting and Dashboards
Reporting Capabilities
The creation of an unlimited number of custom reports is included in the Citizenserve subscription.
Citizenserve reports can be tabular, maps, and charts. The reports are rendered in HTML and the software
has built-in features to interactively display data. HTML can be used
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within the reports; for example, a link to a GIS system or a graphic displaying status can be
included within a report.
The reports are interactive; a click on a map report will show the underlying tabular information
and provide a link to the underlying file, such as a permit. Citizenserve also supports merge
reports where the information from the report is merged with a Microsoft Word template letter or
an email; merge reports can save a copy of the letters generated to the respective files. Tabular
reports can be exported to CSV/Excel format. All reports can be put on the online portal for
public consumption, and reports can be placed anywhere on the portal pages.
Reports can also be used to create special features, such as a property zoning lookup. Reports
can perform processing, such as a report that generates invoice statements, late fees, or
penalties, and can be added to the file. Any report can be saved as a PDF for archiving; tabular
reports can be exported to CSV format for input into other systems.
There is a built-in end-user reporting wizard in Citizenserve that allows non-technical users to
design their own reports and share the reports with others. The reporting tool allows you to
report on any custom fields in the database. End users can create their own tabular, map, chart,
and merge reports.
If the Town prefers, users can request the creation of a custom report at any time as part of
Citizenserve’s unlimited support. Citizenserve has same-day turnaround on most reports. Our
staff will create a SQL script in a stored procedure that is rendered by the software and can
contain process features and HTML. The SQL scripts create maximum flexibility.
The following link is to a video overview of the Citizenserve reporting features:
https://www.citizenserve.com/portfolio-view/reporting/
Below is an example Permits Issued map report from Citizenserve:
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Sample Citizenserve Map Report
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Citizenserve has a robust offering of standard reports; a partial list is depicted below:
Partial List of Citizenserve Standard Reports
User/Role-Based Dashboards
Citizenserve provides multiple dashboards to enable your users to quickly obtain the information
they need. Dashboards are very easy for individual users to configure and change by simply
selecting the desired metrics from a list of available metrics, or Citizenserve will create a custom
metric containing the data a user requests as part of our unlimited support. The user
dashboards are flexible and can be configured to meet the specific needs of individual users
filling different roles. We have provided one example of a dashboard below for Lucas Andrews,
a code enforcement supervisor. Lucas has configured his dashboard to show open code cases,
pending tasks for his department by user, inspections due this week for his department, and
unassigned inspections. The items in blue indicate the availability of drill down information for
each item.
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Sample Citizenserve Dashboard for a Code Enforcement Supervisor
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Clicking on the map icon opens a map view of Lucas’ tasks that are due today:
Map View of Lucas’ Tasks, Due Today
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Each user can configure his or her individual dashboard to display the metrics of interest, and
it’s easy to request custom metrics from Citizenserve’s Support Center.
The My Metric Settings popup enables each user to configure his or her dashboard
C.2.9 Role-based Security
Security in the system is role-based. All Citizenserve file types, permit types, license types,
activity types, and templates have a scope that can be shared for sub-departments or
departments only. Departments set up roles such as manager, read-only, etc. Roles are added
to users and the rights for each department and sub-department roll up into a security matrix for
each user. Specific rights can also be controlled for access to different application features,
such as Code Compliance or Permitting. The ability to access fee tracking and edit payments
are also available, as well as the ability to edit and add properties.
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Sample Citizenserve User Setup, Including Role Assignment
Each department/sub-department can set up roles that are assigned to users. Each department
can have different roles and assign rights to create, view, modify, delete, delete file, edit closed
files, edit completed items, assign activities, and accept activities.
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Sample Citizenserve Roles Screen
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Sample Citizenserve Role Setup Screen (Manager – Building Role)
C.3 Optional Modules
Citizenserve is a comprehensive community development solution; all modules are integrated
and included in the subscription. We have provided information below on Citizenserve’s
Licensing and Code Enforcement modules in case the Town elects to implement them at a later
time.
C.3.1 Licensing
Permits and licenses are similar in Citizenserve, so if you are familiar with one the other is easy
to use and understand from both end user and technical perspectives. Citizenserve licensing
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software automates the application, payment, review, and renewal of business, contractor,
worker, and any other licenses. An unlimited number of license applications can be created with
an unlimited number of custom fields and one or multiple review or workflow routes. Businesses
and contractors can submit applications, upload copies of required documents, check on the
status of applications, and pay application fees through the Citizenserve online portal. You can
create customizable deficiency checklists based on application types and quickly generate and
email Deficiency Notices. License documents can be configured with mandatory or warning
conditions.
If an inspection is required before issuance, Citizenserve can automatically notify your
inspectors of pending applications and required inspections. Upon final approval, you can
generate License Certificates and ID cards that can be mailed, emailed, or downloaded from the
online portal. An unlimited number of inspection types with custom forms and fields can be set
up in licensing.
When it comes time for renewal, you can create batch email or mail renewal notices quickly.
Custom renewal processes can be created, and renewal letters can direct contractors, workers,
and businesses to the online portal for renewal and payment. Citizenserve can be configured to
automatically calculate penalties and interest for late renewals. License holders can submit
required documentation such as proof of identity and insurance verification through the online
portal as part of their license renewals.
You can view demos of Citizenserve’s licensing solution at:
https://www.citizenserve.com/portfolio/#category_id_19
C.3.2 Code Enforcement
Citizenserve code enforcement software completely automates the process of opening cases,
scheduling inspections, recording violations, and coordinating resolutions. Property ownership,
inspection results, photos, notices, violations, and notes become an electronic record of each
case. The Code Enforcement module is part of Citizenserve’s integrated solution, so code
violations are visible in other modules such as the Permitting and Licensing modules.
For cases that are initiated by a complaint, Citizenserve provides fully automated complaint
initiation, tracking, and inspections. Citizens can enter complaints via the online portal
anonymously or with contact information. Images/pictures and other data can easily be
uploaded and attached to a complaint. You can configure business rules to automatically route
a complaint to the appropriate department for quick action. Individual workflows can be
configured for multiple violation types, and you can associate violation types to multiple permits
and permit types, with relevant code violations. Complaints can be prioritized and escalated.
Inspections can be scheduled automatically according to complaint type, or can be added
manually.
Page 49
Citizenserve’s robust case management capabilities enable code enforcement cases to be
created with multiple violations, and each violation can be tracked and resolved separately. An
unlimited number of people, businesses, and other contact types can be associated with a case,
and each person or entity can have a different association with the case. An unlimited number
of notice or letter types can be created; each letter type can be completely customized, and
letters can initiate database processes such as fee assessment or file status changes. Code
enforcement case processes can take a case from courtesy notice, citation, abatement, to court.
Violations can also be associated with specific permits or licenses.
As a fully mobile solution, code enforcement inspectors are notified of inspections due and can
look up property ownership information; enter their findings from an inspection; add violations;
take and attach photos; generate tickets, notices of violation, or warnings; close violations after
verifying the required fix; and schedule re-inspections – all in the field from a tablet or laptop.
Enforcement documents can be generated in the field using an iPad or other mobile device and
Bluetooth printer.
You can view demos of Citizenserve’s code enforcement solution at:
https://www.citizenserve.com/portfolio/#category_id_18
Page 50
D.1 Project Schedule Assumptions
We have included a project schedule for the Town’s scope based upon our experience with
similar projects. Below are the assumptions we made when developing the project schedule for
the project:
• We do not know how quickly the Town will be able to proceed with the project following contract
award; we made the assumption that contract award and notice to proceed will occur within one
month.
• Because we do not know when the Town will be ready to proceed, we have labeled the schedule
with “Month 1,” “Month 2,” etc. We can be ready to move forward quickly upon contract award.
• We use an agile implementation approach; process mapping and refinement will occur during
the walk throughs rather than as a single task.
• We assume that the Town team will collect the required information on the setup checklist
provided by Citizenserve at the beginning of the project in a timely fashion; such information
includes copies of permits, fee schedules, letters and notifications, etc. The timely start of the
project depends upon the collection of this information.
• We assume that knowledgeable subject matter experts from each area will be available for the
weekly walkthrough meetings as scheduled.
• We assume that Town team members will complete their assignments in the days between
the weekly walkthrough meetings; typical tasks include testing the system, reviewing
changes, documenting needed changes, etc.
• We assume the Town will ensure the attendance of key end users and, if needed, system
administrators in training classes. We will have a schedule of training classes prior to Go
Live, but online training is included as part of the unlimited support offered through the
subscription, and we can be flexible in scheduling additional training as required.
D.2 Project Schedule
The draft project schedule is on the following page.
SECTION D – PROJECT SCHEDULE
Page 51
Draft Project Schedule for Fountain Hills, Arizona (Page 1 of 2)
919425.2
Draft Project Schedule for Fountain Hills, Arizona (Page 2 of 2)
EXHIBIT B
TO
PROFESSIONAL SERVICES AGREEMENT
BETWEEN
THE TOWN OF FOUNTAIN HILLS
AND
Citizenserve
[Scope of Work]
See following page(s).
Scope of Work
1. Information gathering (all modules)
1.1. Create setup checklist
1.2. Document workflows, users, security
1.3. Gather all needed information per checklist
2. Project kickoff
3. Provide complete and functioning Permitting and Inspections module
3.1. Initial set up
3.2. Provide weekly walkthrough meetings to review progress, test processes, and make
modifications to address Town needs and requirements
3.3. System integration
3.3.1. Payment gateway
3.3.2. Maricopa County Assessor’s database
3.3.3. GIS
3.3.4. Munis
3.3.5. Bluebeam
3.3.6. Provide integration documents and test system integration programs
4. Provide complete and functioning Planning and Zoning module
4.1. Initial set up
4.2. Provided weekly walkthrough meetings to review progress, test processes, and make
modifications to address Town needs and requirements
5. Testing and training
5.1. Provide training to Town staff on using the system
5.2. Make adjustments to processes as needed to address any issues identified during training
6. Acceptance and go live
6.1. Town acceptance of the system as meeting the system requirements and functionality
6.2. Delete test data
6.3. Activate system for use by citizens to begin processing applications
7. Ongoing support and maintenance
7.1. Ongoing technical support and system maintenance
EXHIBIT C
TO
PROFESSIONAL SERVICES AGREEMENT
BETWEEN
THE TOWN OF FOUNTAIN HILLS
AND
Citizenserve
[Fee Proposal]
See following page(s).
Fee Proposal
ccount Name: Town of Fountain Hills, Arizona
Term: Components to be Implemented:
Billing Cycle: Annual
Initial Term: 01/01/2021 – 12/30/2021
Renewal Term 1: 01/01/2022 – 12/30/2022
Renewal Term 2: 01/01/2023 – 12/30/2023
Renewal Term 3: 01/01/2024 – 12/30/2024
Renewal Term 4: 01/01/2025 – 12/30/2025
Building Permits
Planning and Zoning
Citizen Access Pages
Fees:
15 User Subscriptions $1,800 per named user per year $27,000.00
Setup, Training and Implementation $1,200 per named user $18,000.00
System Integration Maricopa County Assessor’s Database
Fountain Hills GIS
Bluebeam
Authorize.Net Payment Processor
Munis Financial Daily Batch File (Payments)
JSON Reports for Consumption by GIS
$5,000.00
$5,000.00
$3,000.00
$0.00
$0.00
$0.00
Total Initial Term Fees $58,000.00
Each Additional Renewal Term Fees $27,000.00
EXHIBIT D
TO
PROFESSIONAL SERVICES AGREEMENT
BETWEEN
THE TOWN OF FOUNTAIN HILLS
AND
Citizenserve
[Billing Schedule]
See following page(s).
Invoice Milestones Year 1 Due Upon Subscription Setup Assessor GIS Bluebeam Total
Contract Effective Date 1/1/2021 $27,000.00 $4,500.00 $1,250.00 $1,250.00 $750.00 $34,750.00
Permitting and Inspections First Go Live $6,750.00 $6,750.00
Planning and Zoning First Go Live $6,750.00 $6,750.00
Integration Completion $3,750.00 $3,750.00 $2,250.00 $9,750.00
Total Year 1 $27,000.00 $18,000.00 $5,000.00 $5,000.00 $3,000.00 $58,000.00
Implementation Integration
Town of Fountain Hills Contract 2021-028
Final Audit Report 2021-01-28
Created:2021-01-20
By:David J. Pock (dpock@fh.az.gov)
Status:Signed
Transaction ID:CBJCHBCAABAATMsUsrojsfYYg5DzSydIw8oooXIRrmnc
"Town of Fountain Hills Contract 2021-028" History
Document created by David J. Pock (dpock@fh.az.gov)
2021-01-20 - 1:27:46 PM GMT- IP address: 184.178.192.162
Document emailed to Ray Barker (ray@citizenserve.com) for signature
2021-01-20 - 1:32:29 PM GMT
Email viewed by Ray Barker (ray@citizenserve.com)
2021-01-20 - 5:46:58 PM GMT- IP address: 72.208.165.71
Document e-signed by Ray Barker (ray@citizenserve.com)
Signature Date: 2021-01-25 - 11:44:07 PM GMT - Time Source: server- IP address: 72.208.165.71
Document emailed to David J. Pock (dpock@fh.az.gov) for approval
2021-01-25 - 11:44:11 PM GMT
Email viewed by David J. Pock (dpock@fh.az.gov)
2021-01-26 - 2:15:56 PM GMT- IP address: 184.178.192.162
Document approved by David J. Pock (dpock@fh.az.gov)
Approval Date: 2021-01-26 - 2:16:48 PM GMT - Time Source: server- IP address: 184.178.192.162
Document emailed to David Pock (dpock@fh.az.gov) for approval
2021-01-26 - 2:16:51 PM GMT
Email viewed by David Pock (dpock@fh.az.gov)
2021-01-26 - 2:17:05 PM GMT- IP address: 184.178.192.162
Document approved by David Pock (dpock@fh.az.gov)
Approval Date: 2021-01-26 - 2:17:50 PM GMT - Time Source: server- IP address: 184.178.192.162
Document emailed to Aaron Arnson (aaron@piercecoleman.com) for signature
2021-01-26 - 2:17:52 PM GMT
Email viewed by Aaron Arnson (aaron@piercecoleman.com)
2021-01-26 - 3:47:50 PM GMT- IP address: 69.53.213.227
Aaron Arnson (aaron@piercecoleman.com) verified identity with Adobe Sign authentication
2021-01-26 - 3:49:13 PM GMT
Document e-signed by Aaron Arnson (aaron@piercecoleman.com)
Signature Date: 2021-01-26 - 3:49:13 PM GMT - Time Source: server- IP address: 69.53.213.227
Document emailed to Grady E. Miller (gmiller@fh.az.gov) for signature
2021-01-26 - 3:49:16 PM GMT
Email viewed by Grady E. Miller (gmiller@fh.az.gov)
2021-01-26 - 4:48:07 PM GMT- IP address: 184.178.192.162
Grady E. Miller (gmiller@fh.az.gov) verified identity with Adobe Sign authentication
2021-01-26 - 4:49:17 PM GMT
Document e-signed by Grady E. Miller (gmiller@fh.az.gov)
Signature Date: 2021-01-26 - 4:49:17 PM GMT - Time Source: server- IP address: 184.178.192.162
Document emailed to Elizabeth A. Burke (eburke@fh.az.gov) for signature
2021-01-26 - 4:49:20 PM GMT
Email viewed by Elizabeth A. Burke (eburke@fh.az.gov)
2021-01-26 - 6:08:15 PM GMT- IP address: 184.178.192.162
Email viewed by Elizabeth A. Burke (eburke@fh.az.gov)
2021-01-28 - 3:48:10 PM GMT- IP address: 184.178.192.162
Elizabeth A. Burke (eburke@fh.az.gov) verified identity with Adobe Sign authentication
2021-01-28 - 3:49:03 PM GMT
Document e-signed by Elizabeth A. Burke (eburke@fh.az.gov)
Signature Date: 2021-01-28 - 3:49:03 PM GMT - Time Source: server- IP address: 184.178.192.162
Agreement completed.
2021-01-28 - 3:49:03 PM GMT