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CC - Item 5E - Award of Contract for Website Redesign, Hosting, and MaintenanceROSEMEAD CITY COUNCIL STAFF REPORT TO: THE HONORABLE MAYOR AND CITY COUNCIL FROM: BILL R. MANIS, CITY MANAGER .q„ vN DATE: AUGUST 8, 2017 SUBJECT: AWARD OF CONTRACT FOR WEBSITE REDESIGN, HOSTING, AND MAINTENANCE SUMMARY The City's website was created approximately ten years ago. During the development of the 2017-18 Fiscal Year (FY) budget, funds were included for a website redesign. On May 25, 2017, the City issued a Request for Proposals (RFP) for website redesign, hosting, and maintenance. A total of eleven responses were received by the June 22, 2017, deadline. Staff reviewed all of the proposals received and interviewed the top three companies. CivicLive was determined to best meet the requirements of the City. STAFF RECOMMENDATION It is recommended that the City Council authorize the City Manager to enter into an agreement with CivicLive for website design, hosting, and maintenance Services and appropriate $3,800 from unassigned general fund balance. The City is seeking a vendor to update its current website to enhance the user experience, simplify content management, and provide better information and customer service to residents and businesses. The current website was designed and developed approximately ten years ago. Realizing the changing landscape of the internet, the City Council identified exploring a website redesign in the previous strategic plan. Funds were included in the FY 2017-18 budget to accomplish the redesign. Effective websites provide dynamic content that keep users engaged and informed. The City wants to enhance our users experience by making content easier to find with user focused navigation. ITEM NUMBER: 5E City Council Meeting August 8, 2017 Page 2 of 2 On May 25, 2017, the City issued a RFP for website redesign, hosting, and maintenance. A total of eleven responses were received by the June 22, 2017, deadline. Staff reviewed all of the proposals received and interviewed the top three companies. The proposals were evaluated on their technical approach, qualifications, project management/team staffing, project cost, and references. Based on staff s evaluation, CivicLive's proposal most completely addressed the requirements in the RFP. CivicLive proposed the quickest implementation timeline, offered more training, a mobile application, multiple social media updates, unlimited webpage mock ups, a full redesign every four years, and superior content management tools. CivicLive's provides a range of products, technologies and services that provide a high level of confidence in their abilities to render effective and efficient service to the City. The have vast experience with local government agencies and provide a dedicated support team. FISCAL IMPACT The CivicLive contract amount for the website design and hosting is $33,800.00. The FY 2017- 18 budget includes $30,000 for website redesign. Thus, $3,800 will need to be appropriated from unassigned general fund balance. Additionally, the annual fee for hosting, maintenance, and upgrades will be included in future FY budgets. These amounts are $8,500 in year two, $8,925 in year three, $9,371 in year four, and $9,840 in year five. STRATEGIC PLAN IMPACT This item relates to the 2014-15 Strategic Plan, Action Item to explore modifications to the City's Website. PUBLIC NOTICE PROCESS This item has been noticed through the regular agenda notification process. Submitted by: Brad McKinney, Assistant �ity Manager Attachment — CivicLive Proposal Attachment CivicLive Proposal West Interactive Services Corporation 100 Enterprise Way, Suite 300A Scotts Valley, CA 95066 3636 South Geyer Rd, Suite 300 St. Louis, MO 63127 1027 S. Main Street, Suite 503 Joplin, MO 64801 175 Bloor Street East, South Tower, Suite 900 Toronto, ON M4W 3R8 www.cityofrosemead.org W;D•rzr�4• Project Proposal PREPARED FOR: Brad (McKinney Title The City of Rosemead California PREPARED BY: Dirna Laurenau CivicLive Region Director t: 314.561.2392 e: DLaurenau@west.com f: 1.866.204.6147 CONNECT•ENGAGE•SERVE STANDARD LEGAL CLARIFICATIONS Binding Agreement West Interactive Services Corporation (CivicLive solutions) confirms that submission of this response does not constitute a binding agreement to provide the proposed solution. West reserves the right to negotiate any term or condition including: acceptance/rejection criteria, pricing, force majeure, guarantees, warranties, indemnities, limitations of liability, liquidated damages, set-off and hold-backs, insurance, and confidential information. Further, in any event, it is West's policy that any and all liability under a final negotiated contract pursuant to this proposal, not exceed a fixed dollar amount. Liability Limitation West's liability for all claims and damages arising from this contract including any warranty liabilities will be limited, and liability for all indirect and consequential damages will be excluded. Regulatory Approvals This Proposal is subject to the comments and qualifications contained herein, as well as all regulatory approvals applicable to transactions of this kind. Certain regulatory requirements may have to be met prior to entering into a definitive agreement including but not limited to: (i) including mandatory terms and conditions in any definitive agreement; and (ii) filing and receipt of any necessary tariffs or regulatory approvals. CIVIC ■ CONNECT -ENGAGE -SERVE City of Rosemead I Website Re -design and Maintenance DATE: June 20'h, 2017 ATTN: Brad McKinney City of Rosemead 8838 E. Valley Boulevard Rosemead, CA 91770 RE: Website Re -design and Maintenance Dear Brad McKinney, West Interactive Services Corporation is pleased to present CivicLive's response to the City of Rosemead's RFP for Website Re -design and Maintenance. At West Interactive Services Corporation, our goal with CivicLive solutions has always been to ensure municipalities are able to quickly and easily connect with their communities in many languages and on any device. We are focused on delivering innovative technology supported by an award-winning service and support team. Our platforms, features, and functions have continued to evolve and set the standard for the industry. Similarly, our commitment to being highly responsive and proactive in supporting our customers has pushed the overall market forward. Highlights of our Proposal include: ✓ A highly adaptable and intuitive CMS and website solution to address the City's new website requirements J Ground -up fully custom responsive design of the City's website backed by our 100% Design Guarantee ✓ A wide variety of citizen -focused modules, including a Citizen Request System, Blogs, Video Streaming Support, Social Groups, Calendars, News Engine, and more ✓ On -Page Social Publishing that allows you to automatically post updates and notifications J Accessibility compliance with WX and ADA guidelines at multiple levels J Full implementation services, including full content migration services, at no additional cost ./ Top-notch professional services, including unlimited 24/7/365 support, at no additional cost 1 High -availability hosting with unlimited bandwidth and storage, so your site is free to grow alongside your City We share your vision for turning your City website into a center of self-service and information with a citizen focus. Our proposal outlines how a partnership with the CivicLive team will help Rosemead provide a useful online experience to your citizens. We have prepared this proposal to address the project requirements as outlined in your RFP, and have provided a breakdown of project costs on page 41. Our proposal will remain valid for at least 90 days following its opening. West Interactive Services Corporation is free of any Conflict of Interest relating to the preparation of our proposal or the performance of the contractual obligations laid out in the RFP. We do not typically provide examples of a West Interactive Services Corporation I CivicLive Solutions 1 100 Enterprise Way, Suite 300A I Scotts Valley, CA 95066 1 1-877-519-3851 1 Civiclive.com of Rosemead and Maintenance CONNECT sample designs during the RFP process. This is because we want your website to look exactly like your City wants it to. Without consulting with your staff, it is difficult to create a design that will work best for you. Please reference our client profiles for examples of what we have done for other customers of ours. We encourage you to schedule a demo with us to personally seethe benefits our comprehensive solution can offer City of Rosemead, from interactive web design on any device to more streamlined content management for your web administrators and content authors. Your primary point of contact during the proposal process is Dima Laurenau, who can be reached at DLaurenau@west.com or 314.561.2392. We believe Rosemead's website will benefit from our powerful, user-friendly content management system and cutting- edge design services — both of which will help your City connect better with your citizens and increase electronic availability of City information. We are thankful for having this opportunity to work with the City of Rosemead, and look forward to forthcoming updates in your vendor evaluation process. Sincerely, Nate Brogan ( Senior Vice President West interactive Services Corporation www.civiclive.com West Interactive Services Corporation I CIYICLIve Solutions 1 100 Enterprise Way, Suite 300A I Scotts Valley, CA 95066 1 1-877-519-3851 1 Civiclive.com City of Rosemead RFP No. 2017-09 for Website Re -design and Maintenance Page 14 of 32 Attachment A WORK COST PROPOSAL FORM Service 2017/18 2018/19 2019/20 Website Design One-time Fee $ 33,800 $ 0 $ 0 Website Maintenance Not charged 1st year Annual Fee Annual Fee $ 0 $ 8,500 $ 8,500 Additional Costs $ 0 $ 0 $ 0 Total for Fiscal Year $ 33,800 $ 8,500 $ 8,500 City of Rosemead RFP No. 2017-09 for Website Re -design and Maintenance Page 15 of 32 Attachment B ESTIMATE OF COST Name of Firm: West Interactive Services Corporation Address: 100 Enterprise Way. Suite 300A Contact Name: Contact Phone #: Contact Email: Scott Valley, California 95066 Fax #: 314.561.2392 1.866.204.6147 DLaurenau(a)west.com Standard Billing Rates for Repairs and Non-recurring Services Standard Hourly Billing Rates POSITION 2015/16 2016/17 2017/18 Please see page 44 for a full list of our additional services A� p® CERTIFICATE OF LIABILITY INSURANCE MIDDIYVYY) 1/99/201/201 7 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(les) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsements). PRODUCER Silverstone Group 11516 Miracle Hills Drive Omaha NE 68154 CT Mardi Whitley NAMTEA PHONE AX Fail. . . 402.557.6322 EMAIL .mwhitley@ssgi.com INSURERS AFFORDING COVERAGE NAIL # INSURER A: Phoenix Insurance Company 25623 1/1/2017 INSURED WESTT-1 INSURERB:Travelers Property & Cas Of Am 36161 INSURER C: Continental Casualty Company 20443 West Interactive Services Corporation INSURERD:Travelers Ind. Co. Of Conn. 25682 100 Enterprise Way, Suite A-300 Scotts Valley CA 95066 INSURER E INSURER F: COVERAGES CERTIFICATE NUMBER' 576104448 REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR TYPE OF INSURANCE Non IND UB MDPOLICY NUMBER —POLICY EFF MMIODIVYYY POLICY IDDPYYEXP MMIDDM'YY LIMITS B X COMMERCIAL GENERAL LIABILITY Y -630 -1379C665 -TIL -17 1/1/2017 1/1/2018 RENCE $1,000,000 CLAIMS -MADE �OCCUft DAMAGE PREMISESac—REcw ante $300,000 yone person) $10,000 U(Anyone ADV INJURY $1,000,000 AGGREGATE LIMIT APPLIES PER: GREGATE $5,000,000 GEN'L COMPIOPAGG $2,000,000 POLICY D PRO- D LOC ECTOTHER: $ D AUTOMOBILE LIABILITY P-810-936IA259 1/1/2017 1/1/2018 La t E IMIT $1,000,000 BODILY INJURY (Per person) $ XANY AUTO BODILY INJURY (Per accident) $ OWNED SCHEDULED AUTOS ONLY AUTOS HIRED NON -OWNED X AUTOS ONLY X AUTOS ONLY PROPERTY DAMAGE $ Peraccident BUMBRELLA C LIAB EXCESS LIAa X OCCUR CLAIMS -MADE PSM -CUP -9361A260 FXX 4024292072 1/1/2017 1/1/2017 1/1/2018 1/1/2018 EACH OCCURRENCE $5,000,000 AGGREGATE $5,000,000 DED X RETENTION $0 Excess Llablllt $$25M X/S $I OM I A B WORKERS COMPENSATION AND EMPLOYERS'LIABILITY YIN ANY PROPMETORIPARTNEWEXECUTIVE TC2NUB-117D538-7-17 TRJUB-117D498-1 1/1/2017 1/1/2017 1/1/2018 1/1/2018 X STATUTPER E ERH E.L. EACH ACCIDENT $1,000,000 E. L. DISEASE - EA EMPLOYEE $1,000,000 OFFICERIMEMBER EXCLUDED? ❑MIA (Mandatory in NH) E.L. DISEASE -POLICY LIMIT $1,000,000 If yes, describe under DESCRIPTION OF OPERATIONS below B Property -Special Cause Y-630-13790665 1/1/2017 1/1/2018 Blkt Blkd/I&B/BPP $250,000,000 Rept Cost/AV $100,000 ded DESCRIPTION OF OPERATIONS/LOCATIONS/VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) Crime Coverage: Carrier: Great American Insurance Company (NAIC#16691) Policy #: SAA 066-06-14 Policy Term: 1-1-17to 1-1-18 Limits of Coverage: Employee Theft: $5,01 See Attached... CERTIFICATE HOLDER CANCELLATION @ 1988-2015 ACORD CORPORATION. All rlgnts reserved. ACORD 26 (2016/03) The ACORD name and logo are registered marks of ACORD SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE TO Whom It May Concern THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE V @ 1988-2015 ACORD CORPORATION. All rlgnts reserved. ACORD 26 (2016/03) The ACORD name and logo are registered marks of ACORD AGENCY CUSTOMER ID: WESTT-1 LOC #: AC R ® ADDITIONAL REMARKS SCHEDULE Page 1 of 1 AGENCY Silverstone Group NAMED INSURED West Interactive Services Corporation 100 Enterprise Way, Suite A-300 Scotts Valley CA 95066 POLICY NUMBER CARRIER NAIC CODE EFFECTIVE DATE: THIS ADDITIONAL REMARKS FORM IS A SCHEDULE TO ACORD FORM, FORM NUMBER: 25 FORM TITLE: CERTIFICATE OF LIABILI Forgery or Alteration: $5,000,000 Computer Fraud: $5,000,000 3rd Party/Client Coverage: $25,000,000 Technology Services & Miscellaneous Professional Liability: Carrier: Hiscox Insurance Company (Lloyds of London) NAIC#10200 Policy Period: 11-30-16 to 11-30-17 Policy Number: USC271276915 and Annual Aggregate (Technology Protection/Breach Costs/Privacy Protection/Multimedia Protection/Hacker s Interruption/Cyber Extortion) all Privacy Notifications and Computer Forensic Costs all Regulatory Action Professional Liability Excess: Carrier: Lloyds of London Policy Period: 11-30-16 to 11-30-17 Policy Number: AB1503790 Limit of Liability: $10,000,000 excess $5,000,000 $10,000,000 excess $5,000,000 for all Privacy Notifications $10,000,000 excess $5,000,000 for all Regulatory Actions ACORD 101 (2008101) © 2008 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD TABLE OF CONTENTS ExecutiveSummary...............................................................................................................1 CivicLiveProfile.....................................................................................................................3 AboutUs..............................................................................................................................................................................3 Benefitsof Partnering with CivicLive..................................................................................................................................3 WhatWe're Offering.............................................................................................................4 Tools That Make Content Management Easy for Staff.......................................................................................................5 A Mobile -Optimized eGovernment Solution....................................................................................................................12 CitizenEngagement Solutions...........................................................................................................................................15 Productivity& Transparency Tools...................................................................................................................................21 Integrationwith 3 I Party Software...................................................................................................................................26 Support, Hosting & Maintenance......................................................................................................................................28 WorkPlan Schedule......................................................................................... 33 ProjectStaffing....................................................................................................................35 ProposalExceptions.............................................................................................................41 CostProposal.......................................................................................................................43 OptionalAdditional Services & Rates................................................................................................................................44 Optional Add -On: Mass Notification Solution...................................................................................................................45 ClientProfiles and References.............................................................................................46 References......................................................................................................................................................................... 49 ProjectDevelopment Approach...........................................................................................50 The City of Rosemead I Website Re -design and Maintenance Project Proposal �, � ,a 1 • "fes > • We are the eGovernment web specialists that the City of Rosemead can trust to redesign serves your community using our powerful web software, and markets Rosemead as a vibrant place to visit, do business, and call home. In response to your Website Re -design and Maintenance RFP, We have prepared this project proposal to showcase our industry-leading CivicLive eGovernment web solution that we believe will meet your project's immediate goals and provide long-term value to your City. Learn more about this winning combination in the following sections of this executive summary. © CREATIVE, TECHNICAL & PROFESSIONAL SERVICES CivicLive solutions are offered by a team of skilled creative and technical professionals who use a proven Project Implementation Methodology called SmartWork to meet your project's goals. Highlights of our Professional Services include: rh Professional Project Management Working with us means benefitting from a dedicated Project Manager who isn't just your friendly point -of -contact with us, but also an experienced software technical professional that leads our team and your team through our proven SmartWork Project Implementation Methodology. Web Design Services with a 100% Satisfaction Guarantee A website's design matters —a lot. That's why our Designing phase is completely iterative and allows your team to provide actionable feedback every step of the way. In fact, we value good web design so much that we offer a 100% Satisfaction Guarantee with our design 1 deliverables, along with a free redesign every four years to keep your website current. This 0 means www.cityofrosemead.org will look and feel exactly the way your City wants it to! Mobile -Optimization with Responsive Design and Smartphone App 10 Our proposed solution includes Responsive Design —a versatile mobile -optimization solution that is device and platform -agnostic — as well as complimentary Smartphone App, giving your end-users seamless access to information and services on -the -go to and enhancing their satisfaction with Rosemead. Training Sessions i We've included Training Sessions to get your users confident and ready to use the CivicLive SitePublish CMS to its fullest potential. Our training services also include providing your City staff with a wealth of learning resources such as user manuals and videos for SitePublish, project -specific support documentation, and the option to provide additional training webinars if desired. The City of Rosemead I Website Re -design and 0 LEADING-EDGE EGOVERNMENT SOFTWARE The backbone of our eGovernment solution is our powerful, easy-to-use SitePublish Web Content Management System. We've built our CMS from the ground up to include an unbeatable range of tools and functionality specifically -designed for government application, such as: Jj Intuitive Content Management Tools SitePublish makes routine content management a breeze with In -Context, WYSIWYG, and Drag -and -Drop editing tools that can empower even the least -technical City staff to become engaged content editors who help maintain your eGovernment website. .�r0 Citizen Engagement Solution Your citizens will be able to get more information from your City, request more services from your departments, and participate more with your City in a digital community thanks to our ever-expanding range of citizen engagement modules. 0 Government Productivity & Transparency Modules Dozens of SitePublish modules and resources such as Meetings Media Managers, Social Groups, a Customizable Workflow Engine and more will turn your staff into an efficient team that uses the Internet as a tool that simplifies their jobs. 0,iSOFTWARE-AS-A-SERVICE LONG-TERM SUPPORT A partnership with the CivicLive team goes beyond the redesign of your website. It means that you are never left on your own. We offer all our clients a lasting alliance that includes 24/7 Technical Support Services, Website Hosting Services, Software Maintenance and Upgrades, and an unlimited -user Software License. Our long-term partnerships are designed to reduce your over-worked IT department and save your City money by bundling crucial services into one low annual fee. Best of all, we don't charge for our support or hosting services in the first contract year! CONCLUSION We hope that this Project Proposal demonstrates the capabilities of the CivicLive eGovernment website solution and our commitment to excellence which will ensure the best possible outcome for your Website Re -design and Maintenance project. If you have any questions about what we're offering, or would like us to present our solution to your team in more detail, please do not hesitate to contact me. G� Dima Laurenau I CivicLive Region Director Phone: 314.561.2392 1 Email: DLaurenau@west.com *ffmimmink CivicLive solutions are offered by West Interactive Services Corporation, a California based company and an independent subsidiary of West Corporation. Backed by West Corporation and its $3 billion market capitalization, the company is very profitable, stable, and committed to the long-term development of CivicLive solutions. Since our start with websites in 2001, the CivicLive platform has expanded to become the recognized and respected choice for eGovernment solutions for North American towns, cities, counties, regional municipalities, agencies, and state/provincial governments. Using the Internet to serve citizens better is our top priority. We want municipal government websites to be the instinctive first choice for community engagement not an afterthought. John Carbrey CivicLive CTO OUR MISSION: Provide municipalities with the enterprise -grade web software solutions they need to succeed in an era where citizens are seeking more services and information from their local governments on the Internet. Our innovative approach to design and software development has garnered the praise of the technological community and earned CivicLive solutions many technology and business accolades and awards. We continue to refine our solutions and services in order to build eGovernment websites that will set new standards for years to come. Over 1,000 government institutions trust CivicLive's web software solutions to serve and engage with their communities. For each eGovernment project we undertake, our team brings 16 years of experience working with governments. In other words, we've perfected the tools and techniques to make your Website Re -design and Maintenance project a success. WE UNDERSTAND MUNICIPALITIES and help create true eGovernment experiences for citizens using Citizen Engagement and CMS tools purpose-built for a City like yours. IM WE HELP GOVERNMENTS make the best of their investment in websites as marketing tools by providing leading- edge creative web design services. WE SET YOUR WEBSITE FREE by offering no limits on hosting services, unlimited website hierarchies, and easy 3rd party app integration via APIs and Web Services. WE'LL HELP YOU COMPLY with public sector legal standards by offering unlimited records retention and security standards that have passed the Department of Defence's stringent standards. WE STAY BUDGET FRIENDLY with flexible SaaS solutions and streamlined project -management capabilities that save your City money. The City of Rosemead I Website CivicLive's eGovernment solution is designed to overcome your current website's woes and address your City's needs with a host of resources and functionality. This innovative solution offers dozens of modules and tools tailored to address staff users and key end user groups' requirements through our robust SitePublish web CMS. We're also providing the necessary framework for making your website accessible on mobile devices with a range of proven mobile -optimization methods, and proposing a compelling, cost-effective partnership focused on maintaining your website over the long-term. We've created the right solution for meeting your Website Re -design and Maintenance project's immediate goals, and offered a roadmap for hassle -free website maintenance over the long-term. Tools That Content Management Easy for Staff SitePublish is designed to put the power of managing eGovernment websites into the hands of non-technical staff. SitePublish's browser -based tools enable easy content authoring and management, allowing your staff to create webpages with defined templates, author content with familiar editing tools, and post content to the internet within a structured review and approval process created by your Website Administrators. We can illustrate how these tools will work for your City staff during a demo presentation. Your team can enjoy SitePublish's content management experience with these great tools: Some tools that make content management easy for staff: 1 1 Drag -and -Drop Page Editing 1 Image Editor with automatic resizing In -Context Editing Rotating Banner Module Photo Galleries Module Advanced WYSIWYG Editor 1 HTML5 and CSS3 Support I All standard formatting options including indent and justification control 1 Cut/Copy/Paste 1 Edit in HTML mode I Flash Manager for animations Font Manager< A ,Either maintain your website's currency and accuracy, or shut it down. Bad information is worse than no information. 1 Format Stripper 1 Hyperlink control I Image Manager I: Insert Symbol Module Manager Online Support Resources i Human Readable URLs Content Scheduling I :I Page Description and Keyword Editing 1 - Global Content Widget I Foreground and Background Color Dropdowns I Paste from Word with Formatting and Fonts 1 Paste HTML Paste Plain Text ' Preview Print i Spellcheck I ' Undo/Redo The Citv of Rosemead I Website Re -design and Robert McArthur eGovernment Project Director National Policy Research Council Site -wide File Manager Page -level Document Container One -Click Social Media Sharing Media Manager w/ Streaming Video Multiple Advanced Elements per Page Page wizards with multiple templates Page Checkout Page Checkout Administrator Override IF Page Link Paragraph Control I Paste from Word with Format Cleaning Broken Link Reports I-' Quick Links Style &,CSS Manager Table Wizard Template -Based Layout DRAG -AND -DROP PAGE DESIGNER Place any of SitePublish's numerous widgets simply by dragging the widget you want from SitePublish's drag -and -drop interface on to the section of the page where you want that content or tool to appear. This easy-to-use element places advanced page editing right into the hands of even the most non-technical user) IN -CONTEXT PAGE EDITING SitePublish offers a web service -enabled In -Context Editing tool, a feature few competitors DC can match. With this feature, authors can edit the content for a webpage right from the page itself. There is no need to go to a backend system, you can simply use WYSIWYG (What You See Is What You Get) content editing tools to start editing the page's text right where that text appears on the page. All updates are done in real time, with no publishing previews required -just click 'Publish' when you're satisfied and a publishing approval process begins, or the webpage updates simply go live. / Content creation and editing is powered by a What You See Is What You Get (WYSIWYG) ` Content Editor. This editor provides numerous tools from Word Processor -style formatting, spell checking, and multimedia management, making it simple to create and update a page's content. HTML -view is also supported from the Content Editor, allowing users with HTML knowledge to edit in a code -based view. We've made it simple to unify your webpage's content updating processes with your active social media updating processes through SitePublish's On -Page Social Publishing tool. This feature allows your content managers to save time by automatically posting updates, notifications, summaries and links to new pages and new updates to page content so subscribers and social media followers can discover that fresh content fasterthan ever before. IMAGE & MEDIA MANAGER Since a webpage is more than just text, SitePublish also provides built-in, easy to use Image & Media Managers for simple multimedia content editing. Unlike many competitors, SitePublish can also support streaming media and podcasts to facilitate immersive multi- media experiences. WEBPAGE LAYOUT & CSS EDITOR We're offering creative design services that will get your new website looking and feeling that way you want it to, but we're also giving you the power to control these elements as well. SitePublish's Themes, Templates and CSS management tools allow site administrators to control the look -and -feel of a webpage and maintain consistency while also providing the flexiblity for subpage and department page layouts to be unique. In other words, your staff won't always need CivicLive's Design Team to do basic design changes if they want to participate in this type of content management themselves. They can choose to update these elements by selecting new layouts from a library, or creating their own entirely new webpage layout templates. CHECKOUT & LOCK PAGES SitePublish's Page Checkout and Page Lock tools ensure that when multiple staff need to modify a webpage no one overwrites another's work or accidentally removes important new information. Administrators can also override the lock, just in case someone forgets to unlock a page before completing their tasks. CUSTOMIZE CONTENT PUBLISHING APPROVAL PROCESSES In orderto maintain high-quality and consistent published web content, SitePublish El features a Content Approval manager. Publishing Approval Processes support any number i of checks, revisions and multiple levels of sign -off to be custom-designed by Administrators. They ensure that content is always approved by the correct user before it gets published and is visible to your whole community. This tool also supports notifications and status reports for all approvals to ensure that the approval process is handled in a timely manner, no matter how complex it may be. The Citv of Rosemead I Website Re -design and Maintenance 9Pi/ERPAGE CONTENT SCHEDULING O SitePublish also provides Content Scheduling tools that make it easy to plan ahead and be prepared for important page updates. These tools allow you to release information on a given date, remove a webpage from the public view on a given date, auto -archive a page and send stale -content reminders and reports to easily track which pages need to be updated. Content Scheduling tools work in conjunction with SitePublish's Automatic Archiving and Page Hiding functionality, which streamlines archiving processes and makes it easy to maintain information stored on webpages for as long as your City wants. ' SitePublish helps enhance your City's online communication potential by delivering time - sensitive information such as News and Alerts in multiple formats. The News and Alerts Engine is a powerful tool that allows you to publish news or announcements in one central location and have them appear everywhere on the site where you want that content to be. This tool makes it easy to create highly -visible emergency alerts and notifications, and to keep your community up-to-date on all your current news. The News & Alerts Engine supports RSS subscriptions, allowing your stakeholders to subscribe to your newsfeeds and receive notifications when new content is published. SitePublish also makes it easy to send information to those who need it with built-in email newsletters, subscription management, integrated mobile support, email notification lists, mass email, and more. REPORTING Meeting W3C, WCAG, and Section 508 guidelines is always a priority for government websites, so SitePublish includes an Accessibility Checker to ensure your page meets legal requirements for accessibility on an ongoing basis. SitePublish can also run out-of-the-box reports such as a broken link validator, content update and usage reports, and page error verification reports. 000 PHOTO ALBUMS Post an unlimited number of photos in photo galleries that support commenting on images, slideshow functionality, as well as approval processes for uploads and comments to maintain security and communications standards. DGLOBAL CONTENT WIDGET ® SitePublish's Global Content Widget solves an age-old problem: having to publish the same type of information in multiple places at once. Your content managers will overcome this hurdle simply by dragging a global content widget on to a webpage where general content, that is relevant in many places, can be published. Whenever content is updated in that widget, the updates are applied to every page where the widget appears, saving valuable time and ensuring consistent content quality and timely delivery. da Upload thousands of document and multimedia files your City uses into SitePublish's centralized Document & Media Libraries to facilitate the creation of a completely digital archive and resource centre for staff and citizens. Using this tool, administrators, councillors, department heads and even citizens can work together to build, share and access an ever-expanding library of resources that will help City groups and communities accomplish their goals and stay engaged. This tool also supports Version Control and Permissions, which ensure that only the desired version of a file is the one being used, and that it is only being used by the people who have the requisite permissions to work on it or download it. of Rosemead I Website Re -design and Maintenance WEBPAGE VERSION CONTROL MANAGEMENT SitePublish's Version Control Manager enables side-by-side comparison of every version of 19 content history, a particularly useful tool for comparing an existing content version with the latest one before it gets published. With this tool it is easy for authors, stakeholders and D5 administrators to check the content history and see what has been changed. With automatic rollback support to any historical version, switching back to any earlier version is simple. DOCUMENT VERSION HISTORY TRACKING & PERMISSIONS MANAGEMENT Permissions and version histories for all documents and media stored in SitePublish's Document Repository can be tracked and managed by Administrators, allowing them to set exactly who has what access to which documents and media, and to view the history of how those resources have been handled and modified since being uploaded to your website. The document management system fully integrates with Civiclive's Customizable Workflow Engine—allowing documents to go through approvals, be emailed to the correct recipients or output to other applications to speed document processing. AUDIT TRAILS To 16 Administrators can ruse this tool to track users that have accessed sed a full Audit Trails. P Y reporting q provides modified content, as well as timestamping access. With this system, your Administrators know who changed content or replaced a document version, and when they did it. ENTERPRISE -GRADE PERMISSIONS MANAGEMENT SitePublish also provides the security and access control that a government website needs. Powerful User Permissions allow control over who can view, create, edit or delete site content. Your Administrators can give specific users the ability to access and modify the webpages or subsections that are most relevant to their role within your City government. USER ACCESS & PERMISSIONS MANAGEMENT • To make the best of your City's Website management team resources, SitePublish offers Delegated Authoring Capabilities, enabling Administrators to set every user's permissions for content management to embed and use advanced components such as calendars, FAQs and forms without being site -wide Administrators for the entire Website. This feature can save over-worked administrators hundreds of hours a year, and build distributed content authoring and management structure that is perfectly aligned with your City's web governance structure. TAXONOMY & METADATA EDITING 1;f What good is a library of document and multimedia resources if they can't be properly organized and discovered with ease? Thanks to CivicLive's Taxonomy and Metadata Editor, organizing and categorizing your website resources becomes effortless. This tool enables users to tag information and documents and create hierarchies that make searching for and navigating to specific resources easy and intuitive. QUICK LINKS EDITOR R Quick Links are a versatile navigation tool that can be deployed on homepages and subpages while also enhancing the look and feel of a website. SitePublish allows content managers to design, create, edit or remove quick links through a widget that can be added to webpages. UNLIMITED SUBSITE MANAGEMENT LWe may be implementing SitePublish for one website right now, but our CMS can be used by your City to manage all of the websites you operate for years to come. Site Management In tools can be used to administrate multiple complementary sites such as tourism, police, fire, economic development, and any other websites your City agencies and departments maintain independently from www.cityofrosemead.org. The City of Rosemead I Website Re -design and Maintenance Project Pro With over half of website traffic now coming from mobile devices, the message to governments is clear: your citizens want information accessible on the go. That's why each CivicLive powered website comes with responsive design and a custom mobile app. We want your City to be able to optimize service delivery and drive citizen engagement by offering web -based services where your stakeholders will use them the most: on their mobile phones, tablets, and other portable devices. CivicLive's:proven mobile -optimization solutions are: i CUSTOM ANDROID & iOS a RESPONSIVE WEB DESIGN Whether navigating through full webpages optimized for an end -user's specific device, or quickly navigating between specialized application sections, your end-users will get the information, resources, and access to municipal services that they want on whichever device they're using at that time. a ' RESPONSIVE DESIGN Responsive Design maintains a consistent look and feel for your website across all platforms, keeping navigation famHiarto end-users. Furthermore, services and functionality can be securely accessed from their mobile browsers at once, without the need to switch between multiple mobile apps that your City may have developed in the past. With a CivicLive responsive -design website, the web services your citizens need are all there, just like with their desktop experience. Responsive Design is included with every CivicLive website implementation and is the simplest, most effective means for making yourwebsite function optimally on any screen size and any platform. Depending on your project requirements, responsive design may be the only form of mobile -optimization your website needs. Rosemead I Website Re -design and Maintenance Project P ® CIVICLIVE SMARTPHONE APP Smartphone technology is notable for its emphasis on specially -designed applications that create intuitive interfaces for performing thousands of different tasks with varying degrees of complexity on one touch - enabled mobile device. Hundreds of eGovernment apps have been developed for use with municipal governments, often focusing on one small task or feature. However, are these apps right for you? How well do they integrate with your City's web technology and web governance plans? CivicLive's approach to the Android and i0S smartphone app is simple: it provides quick, easy access to the eGovernment services we provide on your website via an intuitive app interface designed to match your new CivicLive-designed website. This takes the onus off of technology and web administration staff in your government to maintain multiple systems and platforms, each with varying update frequencies, specialized functions and resources, allowing for a more efficient, consistent and accurate internal content and information management. With our smartphone app as part of your CivicLive eGovernment solution, your end-users can enjoy seamless integration and access to consistent information and data on all their devices, empowering them to get the best possible experience from your government in terms of service and citizen engagement. Effective government websites go beyond delivering information online: they create a gateway for citizens to get access to the resources and services they need and want. People are becoming used to easy self-service options for everything from shopping for clothes to buying cars —and the proliferation of services and technology that has evolved from this phenomenon is a proof that it works. So, it only makes sense for your government to provide this level of convenience in your citizens' lives. Examples of our Citizen Engagement Modules: Citizen Dashboards 1-1 Collaborative Social Groups Customizable Surveys I Unlimited Blogs with Podcast I and Streaming Video Support 1 1 1 1 1 Multi Level Calendars with 1 [ Year, Month, Week, Day views, I Full Filtering and RSS 1 1 1 1 It's surprising how poor many government Websites are to this day. They're poorly organized, and most eGovernment applications are still very agency -centric, rather than focusing on what would make sense to the citizen." Rob Atkinson President of the Information Technology and Innovation Foundation Public/Private Discussion �® ! Forums i Searchable Staff Directories i Site -wide Search 1 1 Citizen Services Request 1 1 Permits & License Applicationq I Customizable Forms j 6 1 1 1 1 1 1 Polls & Surveys RSS-Subscription Support News Engine Emergency Homepage Banner Searchable Business Directories FAQ Pages E -Commerce Integration Rosemead I Website Re -design and Maintenance Project Pro CITIZEN DASHBOARDS True eGovernment practices empower citizens and other stakeholders. That's why we have created the CivicLive Citizen Dashboards. With these dashboards, everyone in your community can register on the website and receive a personalized eGovernment experience and a one-stop source for all the information a specific citizen may want from your website. On one page, a citizen can: No CITIZEN REQUEST SYSTEM The CivicLive platform includes a versatile Citizen Request System that can be used to simplify the process of discovering and requesting government services right from your website. This system can be used to fulfill a myriad of different roles, including (but not limited to): ✓ Reporting Potholes ✓ Applying for Parking Permits ✓ Applying for Pet, Hunting & Fishing Licenses ✓ Reporting Graffiti & Vandalism ✓ Requesting Oversized Garbage Pickup ✓ Requesting Business Registration Certificate ✓ Reporting Animal Control Issues ✓ Reserving Public Parks Facilities & Applying for Campground Permits Once requests are submitted, the Citizen Request System routes them to the correct department or person using our powerful Workflow Engine. Citizens can also track their requests from their Citizen Dashboard to make sure it is handled correctly, consistently and in a timely fashion. W The Citv of Rosemead E-COMMERCE INTEGRATION City services aren't always free. That's why the CivicLive platform offers E -Commerce Integration, allowing your City to offer paid online services such as registering for events right alongside cost-free services. In order to maintain security, transactions can be processed using PCI -compliant hosted pay page payment processors. Give your community the power to engage with your government in a focused group environment using our Social Groups module. Social Groups utilize numerous SitePublish modules in a public or private group context to create professional networks, build a knowledge base for specific groups, and foster collaboration on documents and other resources shared on the web. Now you can give committees, action groups and citizen groups their own place on the web without having to worry about the security of other social networks, or the confidentiality of that specific group's tasks and resources. s ra Polls and Surveys let your government get feedback and gather community reactions on any kind of specific topic where granular, individual citizen data is desired. These tools also include real-time results and detailed reporting so your administrators can track and measure engagement. Start the conversation with SitePublish's Forums modules —the perfect place for private (or public) online discussions, conversati debates on specific topics. MULTI-LEVEL CALENDAR SitePublish's Calendar module supports multiple integrated calendars, allowing a City to separate calendars by topic, and also merge calendars for stakeholder convenience. For example, a mayoral aide could post an event to every calendar in the system, while a meeting could be posted only to a specific calendar. The calendar exports iCal files to Outlook to maintain consistency, and supports RSS subscription, allowing users to subscribe to events they want to be updated on. RLOGS AND PO®CASTS Make your government's online connection to your citizens more personal by using 51 SitePublish's Blogs & Podcasts module for staff, political figures and other notable people who work with your government. With this module, City representatives can create a web blog that they can update on their own accord, enhance its content richness with podcasts and videos, and use moderated or open commenting from other users. �O STAFF DIRECTORY & PROFILE PACES The Searchable Staff Directory tool provides searchable online listings with customizable contact information and optional profile pages for each staff member. These directories make it simple for citizens (and other staff) to find the right contact person in the shortest amount of time. SEARCHABLE LOCAL BUSINESS DIRECTORY Just like key City staff can have personal profiles and be searchable in a Staff Directory, so can local businesses. We can create a Searchable Business Directory for businesses operating in your City that can display search results by customizable filters such as business categories. SEARCH EVENT MANAGEMENT F EVENT REGISTRATION Event Registration enables your users to quickly find and register for upcoming events published to the SitePublish calendar. Event coordinators and administrators can easily set up events and limit the number of attendees, integrate events with the calendar, view reports on event participation, create waiting lists, and make event -specific forms. The Citv of Rosemead I Website Re -design and Maintenance UNIFIED WEBSITE SEARCH TOOL roo* Civiclive SitePublish provides full built-in Search capabilities with a Unified Search Tool. The search modules provide simple and complex searches, ranking and results control, metadata search, and full Google Integration if desired. LIVE VIDEO STREAMING SUPPORT If your City can access its community via mediums such as television and radio for live broadcasts, why not add the Internet to that list as well? With the Civiclive Video Stream D6 Integration framework, your City's website will become a primary place to live stream videos of council meetings, announcements, City events, and more. By integrating with well-established 3rd party video streaming providers with robust vide management and unlimited storage space, your City can easily utilize your website as an essential video sharing destination. ing 0 MIT One of the greatest benefits of choosing the CivicLive eGovernment solution is that it doesn't just offer new ways to engage citizens and make website content management easy for your staff, it also provides new ways for your staff to improve how their primary roles in your government work as well. Our Productivity, Transparency & Accessibility Management Tools include: Advanced Drag -and -Drop C : Intranet Management Workflow Manager Scheduled and Automatic ' Meeting Agenda, Minutes and Archiving Media Manager 'I Want To..' Navigation F Structured Content Publishing i Mega -Drop -Down Menu Approvals Navigation Granular User Permissions 1 Automatic Breadcrumb Group -based Permissions Navigation Activity Logs I Accessibility Checker Full Audit Trails designed to f Text -Only Page Creation it meet legal requirements for F Printer -Friendly Pages government sites RFP Posting Full Content Reporting Job Posting Integrated Analyticsand— SSL Support Reporting t I Multiple Independent Website, Dynamic XML Sitemap Subsite and Microsite Management The Citv of Rosemead I Website Re -design and Maintenance ADVANCED DRAG -AND -DROP WORKFLOW ENGINE L6 Making sure your eGovernment solution works smoothly requires a governance structure that makes effective use of your department staff, department managers, and higher-level t administrators. To enable effective web governance structures for important website -related tasks, we offer an intuitive drag -and -drop Workflow Engine that allows your staff to easily map out custom processes and staff duties related to just about everything you need your website to do, such as: Manage content development approval 11 Make sure citizen requests, reports before content gets published anywhere and applications are routed to the on the website right staff and managed effectively Review and edit press releases and news IN Process job applications for job stories before they are published 11 Simplify bidding and bid submissions to publicly tendered RFPs postings published in our Job Postings module MEETING MINUTES & AGENDAS Nothing makes fostering transparency easier than offering community members immediate tr(mD') access to critical government documents and records. Since most City governments uphold transparency by thoroughly documenting council meetings, we have created a Meeting Minutes & Agendas module within CivicLive SitePublish, specifically -designed for sharing meetings -related content such as agendas, meeting minutes, and audio/videos recordings. INTRANET & PRIVATE STAFF COLLABORATION GROUPS Depending on your City staff needs, some form of private web space for inter -departmental collaboration and resource sharing will need to be created. 11 For smaller endeavors or specific projects, CivicLive's Social Groups module can be configured to be private and restricted so that only certain staff users can access that group's content and resources. For larger endeavors, an entire Intranet site can be created with customized access and content management permissions restrictions. All of SitePublish's useful modules such as Calendars, Document & Media Libraries, Blogs, and Surveys/Polls/Votes can also be used on Intranets as well. The Citv of Rosemead I Website Re -design and Maintenance P eft Your Computer Your Civiclive Website SINGLE SIGN -GN SUPPORT CivicLive SitePublish supports the latest SAML SSO standards that provide easy integration to identity providers such as ADFS. Identity providers allow for managing user authentication across multiple 3r1 party products. This means that users will only have to log in once to have access to multiple applications. Communication App, �Y LOG IN Calendar Apps Windows Apps Microsoft Office RID POSTING & SUBMISSIONS rp Manage publicly -tendered RFPs, RFIs and RFQs from their initial posting to submission evaluation processes using SitePublish's Bids Posting & Submissions module. Any number of RFPs and their related documents can be uploaded by your staff and made openly available for download or restricted to specific users. If your City wants to encourage fully paperless bid submission processes, a workflow can be created that ensures bids are routed to the right staff members responsible for evaluating proposals. JOB POSTING & APPLICATIONS Instead of relying on third party applications that create barriers to filling the jobs your City has available right now, simply post those jobs on SitePublish's integrated Job Posting and Applications module. This tool also allows candidates to register as users on your website and submit resumes as attachments to an application form. Just like with our Bid Posting & Submissions module, job applications can also be processed electronicaly via submission review workflows. ARCHIVING & RECORDS RETENTION As part of our commitment to fostering government transparency and information accessibility, CivicLive eGovernment solutions are designed to maintain virtually unlimited amounts of digital archives. Accessing these archives is never inhibited; content versions and older documents can be retrieved and made accessible online again based on the needs your City has for them. zi of Rosemead I Website Re -design and Maintenance Integration with P Party Software With the CivicLive platform, we want your website to offer a limitless range of functionality, either by solely using our software, or by integrating with preferred external systems. In orderto help your website reach its potential, SitePublish includes a robust set of web services, rich XML support for input and output, and APIs for easy interoperability. Some examples of how CivicLive web solutions integrate with 3rd party software and applications: I APIs & Web Services I ] ArcGIS Integration I Google Search Integration 1:': Google Analytics Support 1 Google Translate Integration I ' PCI -Compliant Online Payment Social Media Feed Integration Processing Integration Social Media Sharing [like, 177 YouTube and Vimeo Player tweet, +1, etc.] Support Interactive Links Integration F RSS E -Pub Reader Integration I SQL Server I Flickr & Google Photos 1 LDAP Integration i SSO ADFS GOGGLE ANALYTICS Google Analytics can be integrated into your brand new CivicLive-powered website to provide staff with the ability to track and analyze web traffic throughout the site. This integration will provide reporting capabilities such as page hits, user statistics, top searches and best performing pages. LDAP & SL®AP SUPPORT SitePublish supports the ability to integrate with an existing directory of user credentials so users may log in to SitePublish with the centralized logins. LDAP removes the need for additional credential management, simplifying any security processes your City may have in place for maintaining a high number of staff credentials. PROVIDE REAL-TIME, CROSS -PLATFORM INFORMATION UPDATES WITH SOCIAL MEDIA FEED INTEGRATION Your City most likely already provides time -sensitive updates to followers on social media communities such as Twitter and Facebook—so why not share these content updates on your website with prominently -integrated social media feeds on your homepage? The Citv of Rosemead I Website Re -design and Maintenance P CRITICAL DATA WITH GIS TOOLS DVISUALIZE Integration with multiple GIS systems such as Google Maps and ArcGIS can provide diverse "Q data mapping for City services. Real estate, business registries, zoning and many more areas of City's services can be mapped, viewed and tracked. Additionally, the mapping systems can integrate with other modules to allow you to track and map requests, complaints, and more. The Citv of Rosemead I Website Re -design and Maintenance P We are proposing a Software -as -a -Service (SaaS) solution as our response to your Website Re -design and Maintenance project's long-term requirements. With a SaaS solution, your City administrators will enjoy: ✓ Unlimited, 24x7x365 access to the friendly CivicLive Technical Support team for any service- or usability -related needs ✓ The freedom to have as many users as your City needs ✓ Hassle -free software maintenance for our SitePublish CMS ✓ Reliable, enterprise -grade website hosting & data protection services © TECHNICAL SUPPORT SERVICES {CivicLive team's) replies are always pertinent and expedient. l appreciate the service they are providing and l believe it is a real asset to our community., Thank you for providing us with excellent service, staff and products. Technical Support Services provisioned with our SaaS solution are as follows: A TOLL-FREE SUPPORT HOTLINE Judy Pennell HFHS IT Your users can contact the 24/7 CivicLive Technical Support Team directly using our toll-free telephone number. This number is first directed to your dedicated Support Specialist, and then to an alternate team member if they are not available. EMAIL SUPPORT Submitting support inquiries via email to your dedicated Support Specialist is a great way to outline more complex support issues that may need a Development or Design Ticket for the specific request. IN LIVE ONLINE CHAT Users can also get access to fast, over -the -web help from a Technical Support Specialist. Live Chat help is particularly beneficial for in -context usability assistance, i.e. getting an answer to a software usability - related question that arises at that exact time. A STRUCTURED ESCALATION PROCESS We offer a structured procedure for any technical support -related issues that are escalated past the point of our Technical Support Specialist's capabilities. This escalation procedure involves first deferring to the CivicLive Project Director, and then, if necessary, to our Chief Technical Officer. TECHNICAL SUPPORT TICKET TRACKING For support issues that aren't resolved over the phone or within 24 hours, our Technical Support Specialists keep your City staff up-to-date by creating and managing Support Tickets. Email updates on support progress are sent to your designated staff contact person from initial definition to resolution, ensuring effective communication and documentation of the support issue exists for reference. ACCESS TO CUSTOMERNET — OUR CLIENT INTRANET Your system administrators can be given access to CivicLive's private customer intranet, CustomerNet. CustomerNet serves as a collaborative web space where your staff can participate in discussions related to tips and tricks on using our software, accessing user manuals and videos, read up on CivicLive news, and more. UNLIMITED -USER SOFTWARE LICENSE We don't want to limit any City's website management experience and processes by restricting the number of staff users who can assume web management roles using our SitePublish CMS software. That's why the CivicLive Software -as -a -Service solution includes an unlimited -user software license that is bundled together along with technical support and software maintenance services into one low annual services fee. In other words, the Rosemead's web governance team will never feel pressured to limit the number of users on SitePublish; any member of your City's staff can contribute to your new eGovernment strategy! 0 SOFTWARE MAINTENANCE & UPGRADES We invest considerable resources into the long-term maintenance and development of our CivicLive SitePublish CMS software. We give every client access to our software maintenance and upgrade services in order to ensure the SitePublish CMS your City uses is always the latest and best version of our software. Benefits of our Software Maintenance and Upgrades include: J Getting access to the latest eGovernment tools and modules we develop for SitePublish Ensuring that software is always up-to-date with our latest security standards 1 Software upgrades are handled by the CivicLive team, which means your IT team never has to worry about spending time on installing updates themselves © DEDICATED ACCOUNT MANAGEMENT Once implementation is complete and your site has gone live, you will be introduced to your dedicated Account Manager, who will take on the role of caring for you as a member of the CivicLive family. Our Account Management philosophy is based on friendliness, courtesy, and quick service. Serving as your primary point of contact throughout your contract term, your Account Manager ensures Rosemead's long- term success by tracking your website's goals, sharing industry best practices, and keeping you informed of new CivicLive product enhancements that you may benefit from. The Citv of Rosemead ® WEB HOSTING SERVICES & INFRASTRUCTURE Your citizens want secure access to your City's website at all times, and a great way to make that happen is by eliminating potential technical difficulties that could occur on local server and network environments. That's why we encourage every City to choose our SaaS solution. Hosting your website at our state-of-the-art datacenter eliminates virtually every hardware, network connection and security risk that may impact your website and your users. Take a look at some quick facts about our datacenter: TOTAL BUILDING AREA 85,000 square feet total space. RAISED FLOOR AREA 25,000 square feet of raised floor over four separate computer areas 14,000 square feet of raised floor over administration & support areas. DATA CENTER AREA 25,000 square feet of two foot (2') raised tile floor. DESIGN CRITERIA Purpose design/built data center based on 99.9% system availability. Former banking and e-commerce hub for major national Bank. In operation for over five years. HYDRO. CONNECTIONS Twin incoming main feeders at 13,800 volts/4000 amps, each with multiple diverse routing from hydro grid. POWER BACK-UP Three standby generators (two at 1.5 megawatts, one at 1.35 megawatts for a total of 4.35 megawatts total standby power). Over 30,000 liters of diesel fuel on hand, capable of running the building at full capacity for over 72 hours. Two fully independent UPS systems totaling 2,700 kVA, with hot tie capability. FIRE SUPPRESSION • VESDA (Very Early Smoke Detection Apparatus) supporting an INERGEN gas fire suppression system. a (Interlocked dry pre -action sprinkler systems both above and below the raised floor. • Computer room areas have an independent two-hour fire rating, separate from the remaining building structure. SECURITY • Facility entrance and security areas are protected with bulletproof glass, NATO rated for small-bore missiles. • All exterior walls are custom reinforced. • 24 X 7 manned security. • Intrusion detection systems. • Gard access control for multiple secure zones. • An array of video monitoring and image capture systems both inside and outside the building. • Remotely -operated truck bay capable of full-sized tractor -trailer within a secure environment. FACILITY MONITORING Invensys direct digital building monitoring system encompassing over 2,000 individual monitored devices (heating, cooling, water, air conditioning & ventilation). DATA PROTECTION SERVICES Since data and user security, privacy and access are primary concerns for every City's IT team, we ensure that the following security measures are built right into our hosting infrastructure: MONITORING & BACKUP Our Managed Backup service provides tape backup to prevent loss of data due to accident, hardware failure or environmental disasters. The backup solution typically results in one full database backup plus five incremental backups each week based on our backup schedule. We will perform tape validation and maintain an activity log for each backup to ensure successful completion. Our system design automatically detects problems at any stage of backup ensuring a very high level of data security and availability. Monitoring ensures that your City's data is safe and always secure. Backup reports deliver a variety of logged statistics that include the backup cycle, success or failure and the amount of data backed up. IS FIREWALL & PRIVACY Our firewalls are designed to restrict the type of traffic and originating IP addresses that can access Rosemead's servers. This service is based on our shared firewall infrastructure. However, we can also provision a dedicated environment, where our Implementation Analyst will work with your team to define security rules in order to deliver a customized firewall security policy that meets your specific security and privacy criteria. 11 DISASTER RECOVERY Our client databases are backed -up daily and stored in an offsite location separate from our primary datacenter. In a disaster situation, the main location will fail -over to an alternate cloud server with a recovery time objective of 72 hours to the previous nightly back-up. DATABASE & NETWORK REDUNDANCIES Redundancy is managed at power, firewall, network connectivity, server configuration, web server and database server levels. IN POWER We provide redundancy in four different levels of the overall hosting configuration. These include redundancy at the incoming power supply, uninterruptible power supply, standby power generators, rack power, web server, and database server levels. The Citv of Rosemead I Website Re -design and Maintenance SECURITY APPROACH Our team employs a layered defense system to protect its hosting environment against malicious attacks, while maintaining open and reliable access to end users. At the core of our security program is the Security and Architecture Team. They remain vigilant and aware of the rapidly evolving security environment by continually tracking and testing new products, tools, and software patches that become available to counter threats or vulnerabilities. Although the Security and Architecture Team comprises the core of CivicLive security, day-to-day operational support of Rosemead's systems, including handling of Rosemead -specific security issues, is provided by a designated CivicLive Customer Support Team. Collaboration and communication between Security and Customer Support Teams ensures that Rosemead's deployment is protected with comprehensive security measures. We employ engineered secure builds for every supported platform (operating system and applications) delivering enhanced security, manageability, and availability. Hardened server hardware configurations are standard and provide yet another level of security. The server build, when used in conjunction with other security features and services, provides a solid defense against intrusions and malicious attacks. SECURE DESIGN AND CONFIGURATION Our web solutions are designed in a multi -tier architecture that offers security within and between each network tier. Tiers are often classified as Access Layer, De -Militarized Zone (DMZ) Layer, Application Layer, and Data Layer. The following table provides an estimated project timeline and highlights project milestones using our SmartWork Project Implementation Methodology. Project Kick -Off Meeting Draft Master Project Plan & Charter Client Reviews Project Plan & Project Charter Finalized. Project Plan & Charter Documents Conduct Vision & Requirements -Gathering Process Conduct Iterative Information Architecture Process Conduct Iterative Wireframing Process Conduct Iterative Interface Design Process Finalized Website Design Implement Responsive Webpage Templates in CMS timeline continues on the following page > The City of Rosemead I Website Provision; Staging Environment Install SitePublish on Staging Environment Configure SitePublish-Modules Integrate 3rd Party Software Conduct Training Sessions Fully -Trained Rosemead Staff Collaborative Web Content Migration Collaborative Document & File Migration Internal Beta Website Launch CivicLive:Quality Assurance [QA] Process Rosemead Staff User Acceptance Testing [UAT] Period Website Launch! The success of your Website Re -design and Maintenance project is assured thanks to our multi -disciplinary team of technical specialists assigned to completing it, and to the commitment your City's Project Team staff will make to ensure that all necessary information and communications are exchanged promptly. The City of Rosemead I Website Re -design and ® THE CIVICLIVE DELIVERY TEAM The CivicLive solutions Delivery Team is a talented group of technical professionals that perform all of the tasks in our SmartWork Project Implementation Methodology. These tasks include project management, website design and implementation, CMS configuration, training, and quality assurance. MATTHEW O°DONNELL 4 Zo D 111n CivicLive Project Management Lead Bachelors of Engineering in * KEY TECHNICAL SKILLS Electronic and Computer ASP.NET, Solution Design, HTML, CSS, JavaScript, Systems, Honours API Integration Solutions IP PROFILE Matthew is an experienced Project Manager, known for his detail oriented approach, thorough knowledge, and ability to focus on the needs of the customer to deliver high calibre projects. Since joining the CivicLive team in 2009, Matthew has successfully led implementation and project management services for countless CivicLive clients. He currently leads our talented Project Management team and will be in charge of partnering you with the right Project Manager for your project. Matthew will be the initial point of contact between your City's Website Project Team and the CivicLive DeliveryTeam as we begin Website Re -design and Maintenance — and will continue to work behind the scenes with your project manager to ensure your project's success. ATOM SMITH Design Team Manager 1W Graphic Design & 3D * KEY TECHNICAL SKILLS Animation; Business HTML, CSS3, JavaScript, Adobe Creative Suite, Administration & Responsive Web Design Management Diploma * PROFILE Atom is our Design Manager with over 10 years of experience in digital design, program delivery and people management. Atom's unique combination of creativity and analytical skills have helped him build successful marketing programs and digital platforms for his clients. With strong leadership and input into the creative design of your Website Re -design and Maintenance project, Atom will guide our design team to create a look and feel for www.cityofrosemead.org that will drive user engagement and enhance your City's branding and identity. ®'THE CIVICLIVE DELIVERY TEAM [CONTINUED] BRITTANY HANNON Usability & Mobile Optimization Specialist 1W Web Design, Development & * KEY TECHNICAL SKILLS Maintenance; Graphic HTML, CSS, jQuery, Responsive Design, Design Advanced Diploma Usability Testing 40 PROFILE Brittany is a creative and technical specialist whose HTML and JavaScript web design skills have given her a reputation as a usability expert. She fulfills the crucial Usability & Mobility Optimization Designer role on the CivicLive team, focusing on turning design mock-ups and wireframes into a usable, cross -platform -compatible website through technical design implementation processes. Brittany uses industry best -practices to test sites for usability, accessibility and functionality, as well as tracking adherence to privacy and protection guidelines. Brittany's keen eye for color and composition continually raises the bar of graphic and web design for our clients. 46) GRACE LIU QA Analyst Bachelor of Science, * KEY TECHNICAL SKILLS Computer Engineering C#, HTML5, ASPAET, Usability Testing 10 PROFILE Having been an invaluable CivicLive Quality Assurance team member for nearly eleven years, Grace now leads the QA team and provides final approval on every version release of the SitePublish CMS software that will be used extensively in our eGovernment solution. The Citv of Rosemead I Website Re -design and Maintenance ® THE CIVICLIVE DELIVERY TEAM [CONTINUED] JUDY WANG Development Manager Masters of Science, * KEY TECHNICAL SKILLS Computer Engineering C#, ASP.NET, Technical Design * PROFILE Judy has over sixteen years of software development and analysis experience. She is an expert in analyzing, designing and developing enterprise multi -tier Web applications. As a member of the CivicLive team for over eleven years, Judy has led a team of developers whose work is deployed through the ever-expanding selection of SitePublish CMS modules. AMY SPENCE Training Services Manager 1W Bachelor of Business Administration, with a minor in Information Technology * KEY TECHNICAL SKILLS HTML5, ASP.NET, Usability Testing * PROFILE Amy is the CivicLive training program manager with nearly 20 years of relevant experience in training, onboarding and supporting customers. Since joining the team in 2002, Amy has led hands-on training program delivery for many high-profile public agencies. She is instrumental in developing, customizing and delivering onsite and online training programs and documentation for our SitePublish CMS. Amy currently oversees the talented team of CivicLive trainers, one of whom will be assigned to your project. Under Amy's guidance and in consultation with your project manager, Rosemead's dedicated trainer will plan and direct the training sessions that we've included with our proposal to teach your staff how to use our SitePublish CMS and become effective website administrators and content managers. ® THE CIVICLIVE LONG-TERM SUPPORT TEAM Once your Website Re -design and Maintenance project's core scope is complete and your website(s) are live, your staff members are introduced to your Long -Term Support Team, a team of professionals who will be your go -to contacts throughout the duration of your contract term for everything from user support -related issues to future eGovernment projects your City wants the CivicLive team to complete. TREVOR MACKAY Technical Support Team Lead Bachelor of Arts, * KEY TECHNICAL SKILLS English w/ Philosophy Minor Instructional Documentation Development, SitePublish CMS Troubleshooting, HTML, JavaScript ON PROFILE Trevor MacKay is CivicLive's Technical Support Team Lead, coordinating a team of support specialists who solve immediate technical and user -experience -related issues for our clients as well as offer longer-term user engagement. In addition to being available for live technical support via telephone, email and live chat, Trevor also leads CivicLive's end user supporting documentation initiative, personally developing webinars, instructional videos, blog posts and manuals that help end users learn more about the ever-increasing capabilities of our software. PADRAIG O'SHEA Project Director Hon. Bachelor of Science, * KEY TECHNICAL SKILLS Computer Engineering Technical Design, C#, API Development & Integration Solutions, HTML, JavaScript, CSS 10 PROFILE As CivicLive's Project Director, Padraig provides overall product development strategy for our eGovernment solutions from a product roadmap perspective as well as a client -specific solutions perspective. Your City will be communicating with Padraig throughout the initial relationship - building stages to get your Website Re -design and Maintenance project off the ground, and may also work with him again on future projects that require his expertise. Padraig is also the second tier contact person for any support escalations that are not immediately resolved by the CivicLive Technical Support Specialists team. The Citv of Rosemead I Website Re -design and Maintenance 0 RECOMMENDED ROSEMEAD PROJECT TEAM RESOURCES In order to make the Website Re -design and Maintenance project a success at every level, we recommend the following staffing commitments from Rosemead stakeholders and staff. Although these recommendations have been separated by roles, it is common to have the same individual fill multiple roles on the City Project Teams. IN 1 PROJECT MANAGER A Project Manager will serve as the main point of contact during the life of your contract. They will act as the liaison and prime partner for CivicLive's Project Manager. Although not mandatory, we highly recommend that your Project Manager be an individual with some degree of technical qualifications or experience, such as a City IT Professional. 1-4 PROJECT IMPLEMENTATION TEAM The Project Implementation Team are staff members involved in the planning and management of your site's implementation. Ideally, this team is — or will become —your City's Web Governance Committee— and will provide guidance on how your City's long-term web content strategy will impact your new website's design and functionality during every stage of our SmartWork Implementation Methodology, especially the Envisioning and Planning phases. These staff members will also be the core team that provides the vast majority of the feedback during the many client -side review periods that occur during our SmartWork Implementation's various phases. 1-5 CONTENT AUTHORS At least one content author - someone who will post material to the website regularly - should attend training to gain mastery over SitePublish's many intuitive content creation and editing tools. IN MEDIA & DIGITAL ASSETS After initial project launch, we recommend that your Project Team gather logos, photos, videos, documents, and other pertinent files that may be stored offline. This will facilitate the migration of that content to SitePublish, which will in turn streamline the quality assurance process. N Zio-illllllli L;111 It is our intention to negotiate a mutually -agreeable contract with the City of Rosemead. As such, we have included some language that we request be included in a contract signed between West Interactive Services Corporation and the City of Rosemead. We are open to discussing contract terms in greater detail; our included terms are simply a starting point. Request to substitute re: 3.5.6 Indemnification: General Indemnity. Client shall indemnify, defend and hold Provider, its Affiliates and their officers, directors, employees and agents harmless from and against any and all third party claims of loss, damages, liability, costs, and expenses (including reasonable attorneys' fees and expenses) arising out of or resulting from: (a) a breach by Client of any term of this Agreement or an Order; (b) the Client Systems and Materials; (c) a claim relating to any defect in any product or service offered by Client, its Affiliates or any of their agents or Clients ; or (d) all liabilities, demands, damages, expenses, or losses arising out of or resulting from any usage of the Licensed Materials. Provider shall indemnify, defend and hold Client, its Affiliates and their officers, directors, employees and agents harmless from and against any and all third party claims of loss, damages, liability, costs, and expenses (including reasonable attorneys' fees and expenses) arising out of or resulting from a breach by Provider of any term of this Agreement or an Order. Nothing herein shall require the Provider to indemnify the Client for any claim or any portion of any claim that arises from the Client's reckless, wanton, wrongful, or otherwise negligent acts of the Client. Provider Intellectual Property Indemnity. Provider will have the obligation and right at the entire expense of Provider to defend any claim, suit or proceeding brought against Client its Affiliates or their officers, directors, employees or agents so far as it is based on a third party claim that the Services supplied by Provider infringe a United States copyright or a United States patent issued as of the effective date of the applicable Order, provided that Provider will have no indemnity obligation or other liability hereunder arising from: (1) Client's willful, reckless, wanton, wrongful, or otherwise negligent acts; (2) breach of the Agreement or an Order or alteration of the Services as provided by Provider; (3) the Client Systems and Materials or Services that are based upon the Client Systems and Materials, or information, design, specifications, directions, instruction, software, data, or material not furnished by Provider; (4) combination of the Services with the Client Systems and Materials or any materials, products or services not provided by Provider, or any (5) third party products or services. Notwithstanding the foregoing, in order to be indemnified to the extent stated, the Client must operate the Licensed Materials within the instructions and technical limits provided or approved by the Provider. If such a claim is or is likely to be made, Provider will, at its own expense and sole discretion, exercise one or the following remedies: (1) obtain for Client the right to continue to use, the Services consistent with this Agreement; (2) modify the Services so they are non -infringing and in compliance with this Agreement; (3) terminate the applicable Services without liability for such termination other than the ongoing indemnity obligation hereunder. The foregoing states the entire obligation of Provider and its suppliers, and the exclusive remedy of Client, with respect to infringement of proprietary rights. Indemnification Procedure. The party claiming indemnification shall: (a) provide prompt written notice to the indemnifying party of any claim in respect of which the indemnity may apply; (b) relinquish control of the defense of the claim to the indemnifying party; and (c) provide the indemnifying party with all assistance reasonably requested in The City of Rosemead I Website Re -design and Maintenance defense of the claim. The indemnifying party shall be entitled to settle any claim without the written consent of the indemnified party so long as such settlement only involves the payment of money by the indemnifying party and in no way affects any rights of the indemnified party. The indemnities set forth herein shall not apply to the willfulness on the part of the indemnified party or negligence of the indemnified party. Request to substitute re: 3.5.12 Assignment or Transfer: This Agreement and Orders may not be assigned or transferred by a party thereto without the prior written consent of the other party thereto, which consent shall not be unreasonably withheld. Notwithstanding the foregoing, Provider may freely assign this Agreement and Orders to an Affiliate or to an acquirer of all or part of Provider's business or assets, whether by merger or acquisition. Request to include re: Limited Warranty and Limitation of Liability. EXCEPT AS EXPRESSLY PROVIDED HEREIN, PROVIDER MAKES NO EXPRESS OR IMPLIED REPRESENTATIONS OR WARRANTIES, AND PROVIDER EXPRESSLY DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON -INFRINGEMENT. PROVIDER EXPRESSLY DENIES ANY REPRESENTATION OR WARRANTY ABOUT THE ACCURACY OR CONDITION OF DATA OR THAT THE SERVICES OR RELATED SYSTEMS WILL OPERATE UNINTERRUPTED OR ERROR -FREE. NO CAUSE OR ACTION WHICH ACCRUED MORE THAN TWO (2) YEARS PRIOR TO THE FILING OF A SUIT ALLEGING SUCH CAUSE OF ACTION MAY BE ASSERTED UNDER THIS AGREEMENT BY EITHER PARTY. EXCEPT FOR THE PARTIES' PAYMENT OBLIGATIONS, NEITHER PARTY WILL BE LIABLE TO THE OTHER FOR ANY INDIRECT, EXEMPLARY, SPECIAL, PUNITIVE, CONSEQUENTIAL, OR INCIDENTAL DAMAGES OR LOSS OF GOODWILL, DATA OR PROFITS, OR COST OF COVER. THE TOTAL LIABILITY OF PROVIDER FOR ANY REASON, SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID TO PROVIDER BY CLIENT UNDER THE Order APPLICABLE TO THE EVENT GIVING RISE TO SUCH ACTION DURING THE SIX (6) MONTH PERIOD PRECEDING THE EVENT GIVING RISE TO SUCH LIABILITY. THE LIMITS ON LIABILITY IN THIS SECTION SHALL APPLY IN ALL CASES INCLUDING IF THE APPLICABLE CLAIM ARISES OUT OF BREACH OF EXPRESS OR IMPLIED WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), OR STRICT PRODUCT LIABILITY, AND EVEN IF THE PARTY HAS BEEN ADVISED THAT SUCH DAMAGES ARE POSSIBLE OR FORESEEABLE. The following section outlines the One -Time and Annual fixed fee structure we've proposed to meet your Website Re- design and Maintenance project's requirements. Please contact us if you have any questions about our fixed fee- based pricing model for CivicLive web solutions. Envisioning :& Planning Phase Designing Phase I Kick -Off Meeting A Completely New Responsive Website Design for 1 Finalized Project Plan www.cityofrosemead.org with our 100% Design Project Charter Satisfaction Guarantee Configuring Phase € Complete SitePublish CMS Software. Configuration 1 Integration of 3,d Party Software Migrating Phase I Completion of Desired Website Content Migration Deploying Phase 1 www.cityofrosemead.org Goes Live! Finalized Project Documents Training Phase Completion of Training Sessions User Manuals, Videos, and Access to Online Resources Stabilizing Phase A Stable Internal Beta Launch of www.cityofrosemead.org Completed CivicLive CIA and Rosemead Staff User Acceptance Period Please Note: There are two additional hidden fees for meeting; your project's current scope of worts. CivicUve's Annual5oftware-as-a-Service. [SaaSj :Fee Includes the following services: Enterprise -grade Data Protection and Unlimited- Unlimited -User SitePublish CMS Software License Bandwidth Website Hosting Services for C.... A Design Refresh of www.cityofrosemead.org at the www.cityofrosemead.org End of Contract Year #4 [if desired] I SitePublish CMS Software Version Upgrades & PLEASE € OTL. There is no Annual SaaS Fee, Maintenance gharged chargedin Contract Year #f.l Unlimited, 24x7x265 Access to Technical Support The Citv of Rosemead I Website Re -design and Maintenance Our proposed CivicLive solution includes a certain level of services such as design, training, content migration, and more. However, if additional work is required, we can provide quotes for this work using the following charts that rationalize services by either hourly rates or unit costs. Hourly Rates for All Professional Services Although our proposed Design, Development & Implementation costs include many hours of professional services, the following hourly rates are presented in the event that additional work is requested after your website's launch: Programming Graphic Design Quality Assurance Analysis Project Management Marketing Services Content Optimization Usability Testing/ Improvement Technical Support (for no -contract clients) Optional Additional Training Services $175.00 $140.00 $115.00 If your site administrators do not believe the proposed included training services will meet your needs, additional training can be provided at the following unit prices. Please note that additional training may be offered during service level negotiations: 1 Webinar-Based Online Training Session [for up to 8 Staff Members per session] 1 Onsite Training Session [for up to 10 staff membersper session] $500.00 FOR RAPID DELIVERY OF VOICE, TEXT, SOCIAL MEDIA & EMAIL MESSAGES To keep your citizens informed and engaged on -the -go, we are pleased to offer you a highly reliable mass communication solution. Whether you want to remind your residents of important dates, seek community feedback in a survey, call in volunteers, or get the word out quickly in an emergency, CivicLive Mass Notification Solution can help you reach your audience anytime, anywhei MUNICIPALITIES R MASS NOTIFICATION• O#iR ✓ Event Invitations ✓ E -newsletters ✓ Customer Service feedback ✓ Opinion Polls and Surveys ✓ City/County Meeting Reminders ✓ Schedule changes/updates ✓ Public Safety Announcements ✓ Missing Person and Amber Alerts ✓ Utility and Service Interruption Notices ✓ Staffing and Volunteer Appeals ✓ Parking Ticket Reminders ✓ Public Information Hotlines ✓ First Responder Alerts ✓ Severe Weather Warnings ✓ Municipal Payment Reminders ✓ Interdepartmental Coordination With the CivicLive Mass Notification Solution, there are no limits on how many messages you can send so you can truly engage with your citizens at the right time and in the right format. Unlimited messaging, massive capacity, robust reporting, prompt technical support and our proven track record are just some of the reasons why municipalities across trust our Notification Solution fortheir citizen engagement, staff notification and emergency communication needs. PRICING FOR THE OPTIONAL MASS NOTIFICATION SOLUTION With the CivicLive Mass Notification Solution, you will receive these services for 5,460 contacts: I Unlimited Voice, SMS text and email 1 :. Recipient portal mobile app; manage preferences & , F Social media publishing (Facebook/Twitter) review prior. messages 1 Surveys through phone and web with unlimited I : Unlimited self -updating groups/lists (dynamically questions change based on source data) Configurable RSS widget to post messages automatically I Dashboard offers at -a-glance views into overall Instant translation to 50+I languages. with reverse messaging activity.. translation quality assurance User Training, and Unlimited 24x7x365 Support Please note that our robust notifications service is not included in our one-time website development and annual web hosting fees that are outlined on pg. 41. The City of Rosemead I Website Re -design and Maintenance The following section features some of our invaluable CivicLive clients and the work we did for them. The City of Vallejo �) www.cityofvallejo.net Q San Francisco Bay Area, California }if —117,000 WEBSITE LAUNCHED IN: 2012 THE CLIENT The City of Vallejo is a medium-sized city in the San Francisco Bay area that chose CivicLive to thoroughly modernize its web presence. Thanks to CivicLive's software and creative services, Vallejo stands out among its neighbors as a city that gets the most out of its municipal website) HOW CIVICLIVE HELPED ✓ New eServices that improve Vallejo's web -based service to citizens and businesses ✓ Custom-designed Mega Drop -Down Menus ✓ Business Attraction, Tourism & Community Building tools CivicLive's team was an excellent partner on the complete transformation of our website. The company met our design and content management needs on time and on budget. We continue to value our ongoing relationship with CivicLive for web hosting and site enhancements." Daniel E. Keen Vallejo City Manager City of Sierra Madre cityofsierramadre.com Q California *1 —11,000 WEBSITE LAUNCHED IN: 2015 THE CLIENT City of Sierra Madre wanted to revamp its old website to improve information and service delivery to its local residents. We partnered with the City to deliver a website that would not only better connect residents with their government but also showcase the cozy atmosphere of the city that they proudly maintain. HOW CIVICLIVE HELPED ✓ A fully responsive website design that highlights the most important information and features on all devices and screen sizes ✓ Always -on navigation with structured mega menu and static quick links on the homepage and subpages for easy navigation ✓ "How do I" section to provide site visitors with quick access to the information they need ✓ Customized widget on every subpage to highlight critical information City of Elk Grove �O www.elkgrovecity.org 0 California fry —161,000 City of Rohnert Park 111 www.ei.rohnert-park.cams 0 California fff —43,000 WEBSITE LAUNCHED IN: 2015 THE CLIENT The City of Elk Grove needed two websites in a short amount of time: one for their official city website, and one for their police department. The CivicLive team worked closely with the City of Elk Grove staff to understand and address their needs under the tight timeline. We provided a refreshed design of the two sites, incorporated helpful components for Elk Grove residents (such as a Recycling Centre search feature), and implemented an interactive map of current city projects. HOW CIVICLIVE HELPED ✓ Design refresh of two sites (Official City site and Police Department) ✓ Seamless integration of interactive maps using GIS (geographic information system) technology ✓ Recycling Center Search Feature enabling residents to search for the nearest recycling plant (with the option to filter results by materials and services provided) ✓ Unique, vibrant landing pages designed for city subdomains such as Public Works, Transit, and Animal Control Website Re -design and Maintenance WEBSITE LAUNCHED IN: 2016 THE CLIENT Over half of Rohnert Park's website traffic came from mobile (and that number was growing) but their old site wasn't mobile -optimized. The City turned to CivicLive to design a new responsive website that's easier to navigate and gives users the ability to access more city services online. All this had to be achieved while incorporating the City's new brand identity, which was defined in a separate branding exercise. The CivicLive team took Rohnert Park's new branding to develop a new, mobile -friendly website with a modern, aesthetic design and a well-planned information architecture. HOW CIVICLIVE HELPED ✓ Established detailed content approval and management processes with various permission levels that allow different departments to edit their own pages, set reminders to remove documents, and/or auto -expire content after deadlines ✓ Worked in conjunction with the City of Rohnert Park staff to rewrite content for the new site ✓ Implemented a public facing calendar, allowing residents to subscribe to events ✓ Seamlessly integrated with key third -party services, such as the City's Performing Arts Center's ticket purchasing, utility payments and community services classes' registration system Clearfield City 41 www.clearfieldcity.org Q Davis County, Utah WEBSITE LAUNCHED IN: 2014 THE CLIENT Clearfield City is a growing Utah municipality that selected CivicLive solutions to simplify and enhance how the City delivers eGovernment resources to citizens. Clearfield City's new website exemplifies CivicLive's dedication to eGovernment functionality, usability, and design excellence. HOW CIVICLIVE HELPED d Responsive Website Design for superior smartphone and tablet usability ✓ Implemented our SitePublish Content Management System's transparency -building Meeting Minutes & Agenda module V Enhanced eGovernment functionality with Development Applications, Land Use Permits, and more V Integration of numerous 3`tl party services and applications already in use with Clearfield's government The City of Tacoma 41 www.cityoftacoma.org Q Pierce County, Washington {f% —202,000 WEBSITE LAUNCHED IN: 2013 THE CLIENT CivicLive team partnered with the City of Tacoma to create lasting changes in how Tacoma residents would interact with their government. Tacoma residents will be able to get any City information they want from any type of device thanks to our responsive full mobile - optimization solution. HOW CIVICLIVE HELPED V Responsive Website Design V Accessibility Standards Compliance V Economic Development tools J Iterative Improvement Partnership CivicLive offered all of the solutions that we were looking for in one product and no other vendor come close to their quote. Their design team worked very smoothly with ours and offered suggestions and enhancements throughout the website redesign process. Mike.Hammoud City of Tacoma Web Lead We are pleased to offer the following references for our CivicLive solutions and services, and invite your proposal evaluation committee to reach out to them: The City of Vallejo, California CITY WEBSITE DESIGN & DEVELOPMENT www.cityofvaIlejo.net 555 Santa Clara Street, Vallejo, California 94590 City of; Ripon, California CITY WEBSITE DESIGN & DEVELOPMENT http://www.cityofri po n.o rQ/ 259 N. Wilma Avenue, Ripon, CA 95366 Clearfield City, Utah CITY WEBSITE DESIGN & DEVELOPMENT www.clearfieldcity.org 55 South State Street Clearfield, LIT 84015 "In order to respect the privacy of our clients, the content of this page is proprietary and deemed confidential. It is not meant to be distributed to any third party without the written consent of CivicLive team." Rosemead I Website Re -design and Maintenance Project Pro ENVISIONING INNING DEPLOYING The CivicLive team uses a proven 8 -phase project "For someone that is not so tech -savvy, 1 was implementation methodology called SmartWorkto take able to follow the lead of the folks at CivicLive to your eGovernment project from conceptualization help create our site. We were asked for our input, planning to a complete implementation that ends with a What we wanted, how we wanted it to look, and it's like they used the images in my mind. I live website. appreciate the weekly one-on-one calls with our implementation analyst. He explained the system SmartWork's 8 phases are each designed to address and web creation tools to me in a way that made specific project milestones. Via our Project Manager, sense. With his approach, 1 was less intimidated. 1 your City Project Team gets to interact with a number of felt comfortable with the process, and even our technical specialists throughout the SmartWork enjoyed it. The trainer, Thomas, did such an excellentjob with me and with our staff. When he implementation. left, we felt confident that we'd be able to transfer Learn more about SmartWork's 8 phases, key project content and create content. Thanks, CivicLive!" milestones, and the numerous project deliverables in Natalee Flynn the following section. Clearfield City FR Coordinator ENVISIONING INNING DEPLOYING 0 THE ENVISIONING PHASE The Envisioning phase kicks -off your Website Re -design and Maintenance project and is designed to create a dialogue between your project team and our Project Manager about what the goals and constraints of the project are. The purpose of the Envisioning Phase is to engage and build a shared project vision among all key stakeholders. Our kick-off meetings culminate in an understanding between Rosemead team members and CivicLive team members of the project's key goals. After the project kick-off meeting, our Project Manager creates a project roadmap in a Vision Scope Document which is used to begin the more technical project planning that occurs in the next phase. The Envisioning Phase typically only lasts for one or two days; a meeting day, and a day for our Project Manager to finalize the Vision Scope Document -the first Website Re -design and Maintenance project deliverable you receives from the CivicLive team. ® THE PLANNING PHASE This phase is dedicated to detailed website analysis and requirements gathering about how our solution will address specific aspects of your Website Re -design and Maintenance project. We will guide your City's project staff in creating community surveys, organizing brainstorming sessions, reviewing website analytics & user experience, and holding focus groups to engage your stakeholders and gain insights for research -driven decision making. Together, we'll look at your site to determine what works and what doesn't, and then outline how your new CivicLive-powered website should function for you and your users. In this crucial phase, everything from the most general creative elements to the most specific technical details will be outlined, and will include project elements like: CivicLive Team and Rosemead team roles & responsibilities by SmartWork phase SitePublish configuration functional specifications Website analytics analysis report 111 A staff/community needs and objectives survey document Information architecture planning exercise Im Web content strategy training Web content development, optimization and migration plan 11 Stabilizing & user acceptance testing plan Long-term software update & maintenance Plan The Planning phase closes with the project's first milestone and second deliverable: the creation and sign -off of the Master Project Plan and Project Charter— critical documents that will be used by both teams as the project progresses. The City of Rosemead I Website Re -design and Maintenance P ® THE DESIGNING, PHASE Citizen engagement, usability and effective web presence -building all depend on quality web design work. That's why we place so much emphasis on the Designing phase of our project. We want to ensure your Website Re -design and Maintenance project results in the most tangible success indicator— a beautiful, usable website! We want to make sure our design work is exactly what your City staff, citizens and other stakeholders want, which is why we've broken down the Designing phases into four processes that begin with a Design Vision & Analysis surveying process, and ends with our Design Team implementing the design elements in our SitePublish CMS. VISIONTHE DESIGN REQUIREMENTS -GATHERING PROCESS We begin the Designing phase with a process focused on determining the unique needs of your community and gathering relevant requirements that will shape your website's look and feel. This process is focused on developing a plan for addressing the following five critical elements of eGovernment web design: ./ Usability d Search Engine Optimization J Simplified Access to Information d Web Accessibility J Consistent, Beautiful Look -and -Feel Everything we plan, design and build in the Designing phase will consider those five tenets. And, in order to get started on the right path, the Design Vision and Requirements -Gathering Process gets our Delivery Team and the Rosemead Project Team thinking about— and planning out — design -related deliverables with these aspects in mind. This Design Vision and Requirements -Gathering Process can include the following tasks and deliverables: An open or closed survey of Rosemead staff website design input. These surveys can be web -based or in-person survey style interviews, and can be broken down by Rosemead departments if desired. Use Cases and Stakeholder Usability Scenario documents with planned solutions for improving those scenarios through design related elements. Review your existing website's analytics and heat map activity to understand user experience and behavior A Community Website Design forum and/or survey to get in-person feedback on desired functionality and design suggestions from external stakeholders such as citizens. THE ITERATIVE INFORMATIONARCHITECTURE DESIGN PROCESS A good Information Architecture (IA) —how the information is structured —ensures a website's information is structured logically and is easy to navigate. Building the best possible Information Architecture will not just offer immediate usability improvements — it'll help Rosemead staff maintain and expand the website's content for years to come. Our Iterative Information Architecture process is our Designing phase's first collaborative step and involves our Design Team, our Project Manager, and your City project team. Together, this group applies the planning and analysis conducted in the Design Vision & Usability process to a site map that will outline how information is defined, structured and linked to across the whole website in terms of page hierarchies. This process focuses on organizing webpages and other web resources in a structure that is aligned with users' needs, your City's organizational requirements, and search engine optimization. The Information Architecture process ends with the first major milestone of the Designing phase: the Finalized Website Information Architecture. PROCESS The new city website now reflects the true character of Redmond, and the navigation is easier, quickly getting to where you want to go, often with just one click." John Marchione Mayor of Redmond, Washington Wireframing is an iterative design process that examines page -level information architecture, as opposed to the site -wide information architecture that was planned in the previous process. Wireframing is an industry -standard web design process that is great for giving your City staff the chance to see how much information is best displayed on the homepage and various types of subpage templates. Wireframing is a highly interactive iterative process, and is our Designing phase's first opportunity for your staff to visualize (and participate in!) the usability and accessibility improvements the CivicLive team will make to your website. The Wireframing process culminates with the following critical deliverable: the Finalized Wireframes. The Citv of Rosemead I Website Re -design and Maintenance P In this stage, our Design Team adds color and depth to the website's design wireframes to bring the site to life and ensure that it will build a strong, positive image for your City. We want it to become an effective web marketing asset just as much as it will become an eGovernment web services asset to your community, which is why this completely iterative process only ends when your project team is completely satisfied with the work we've done. • •0 A We believe that the look and aesthetic of a website contributes a lot to its success. www.cityofrosemead.org's look -and -feel will convey the image and appeal of Rosemead. A strong design theme will also aid with site navigation and entice users to return in the future. Here are some examples of design elements we address during this process: PROPER LOGOS & UNIFYING HEADERS/FOOTERS Consistent use of the City's logo and headers to merge appropriately with the homepage and all subpages. STANDARD NAVIGATION & SEARCH Standard, simple, easy-to-use navigation features such as breadcrumb hyperlinks will tell users where they are, where they've been and where they can go, while a helpful, accurate search option will be on every page to provide an alternative content discovery option. DIFFERENT TYPES OF NAVIGATION ELEMENTS A combination of mega drop-down menus, side and top waterfall drop-down menus, breadcrumb hyperlinks, graphical quick links tables, and other navigation elements will make it easy for users to track where they are and where they want to go. Our idea of successful navigation elements includes making it possible to find virtually any web content within three clicks of a user's current location. TONE & COLORATION Contrasting tones will be used between text and background images to reduce eyestrain, while the background shall be comprised of muted tones that are subtle and never overpowering. 11 CONSISTENT DESIGN THEME & BRANDING Consistent look and feel throughout the site will prevent users from getting overwhelmed and lost within the site. This is facilitated through the use of Subpage Template design(s). THE TECHNICAL IMPLEMENTATION' PAGE TEMPLATEAPROCESS Once the interface design, wireframes and information architecture have been approved by your project team, we will begin applying those design deliverables to a selection of responsive -designed webpage templates in SitePublish. These pages are what the CivicLive Analyst will use for configuring the numerous SitePublish eGovernment modules your City website will feature in the Developing phase. Our team also uses this final stage of the Designing phase to address numerous user accessibility requirements — many of which are mandatory for public sector websites — and search engine optimization requirements. Addressing these requirements at the page template level allows us to make sure that Rosemead staff don't have to worry about managing them, although our Training phase will give them the knowledge to do so. USING HTML, JAVASCRIPT, AND CASCADING STYLE SHEETS (CSS) Style sheets are the primary method we use to ensure a consistent look and feel throughout the website. The design team utilizes HTML, JavaScript and CSS to give the user the best possible online experience and improve the look -and -feel of a site as it is viewed across multiple browsers and devices. IN PAGE -LEVEL SEARCH ENGINE OPTIMIZATION CONFIGURATION MAKES THE WEBSITE SEARCHABLE While great search engine optimization (SEO) is maintained with content management best practices, the foundation of SEO is in the page -level details. Making the site authoritative, available and readable to both humans and search engines is a key process that includes content & source code optimization, navigation and internal links optimization; meta -tag creation/adjustments, and XML sitemap creation —all of which your users can be trained on in order to effectively manage SEO over the long term. CROSS -BROWSER COMPATIBILITY TESTING CivicLive's team conducts rigorous cross -browser compatibility and consistency testing using both traditional PCs and Macs as well as mobile devices such as smartphones and tablets. Our industry -standard range of supported and tested web browsers includes: J Internet Explorer ver. 9+ V Apple Safari 6+ J Opera 12.1+ J Google Chrome ver. 26+ J Mozilla Firefox 17+ 11 NETWORK & CONNECTION ACCESSIBILITY We can design your CivicLive website to accommodate varying network connection speeds that users in your City may have. Our Design Team can employ smaller file sizes for images and other multimedia, and conduct page load time testing to ensure webpages load within desired limitations on slower Internet connections. The City of Rosemead I Website Re -design and Maintenance ADA AND W3C GUIDELINES AND STANDARDS COMPLIANCE FOR USERS WITH SPECIAL NEEDS We are committed to maintaining eGovernment website accessibility for all users, which is why the websites we build are designed to conform to WK and ADA guidelines at multiple levels. During the technical implementation & page template creation process, the CivicLive Design Team will use numerous accessibility -building resources and options that will help your user groups, such as: ,/ Visually -Impaired Users Text -only page versions can be created that allow screen reader applications to easily create an audio playback of the webpage's content, ensuring visually -impaired users don't miss desired content on your website, and allowing for easy site navigation. 1 Users with Reduced Eyesight We provide page template elements such as larger and legible headers and text, and text size increase/decrease buttons to assist users with reduced eyesight. J Hearing -Impaired Users For hearing-impaired users, we can embed transcripts of spoken audio clips and video players that provide a subtitle option. Users with Alternative Preferred Languages We can leverage many language tools to offer users access to your website's information in their preferred language, such as: • Using a Google Translate dropdown menu as part of all of your webpage templates so users always have the option to switch language on every page. • Landing pages that prompt users to select their preferred language from a list, or press a button corresponding to their language that then serves each page the user navigates to in the correct language. These translation choices can also be bookmarkable so that users can bypass language choice pages and go straight to what they want the next time they're on the website. 0 THE CONFIGURING PHASE The Configuring phase is where the CivicLive team fully configures your eGovernment software solution —a custom deployment of CivicLive SitePublish's many modules and tools that Rosemead staff will use for everything from day-to-day content management to delivering online services to your community. This phase houses the bulk of our technical implementation process and requires minimal input from Rosemead staff. Our team of Analysts completes this phase using a simple 4 -step approach that covers everything from setting up the technical staging environment to integrating external software applications. PROVISIONING `• CivicLive Analysts create the server environment that is used from this phase right up to the end of the stabilizing phase. 2 A CivicLive Analyst installs the SitePublish CMS with out-of-the-box functionality on the environment and conducts a preliminary round of testing. SITEPUBLISH TECHNICAL CONFIGURATION 3 Once SitePublish's out-of-the-box testing and installation process is complete, our Analysts begin configuring SitePublish modules based on the technical specifications outlined in the Planning phase. -y PARTY SOFTWARE & O i MEDIA INTEGRATION Once the SitePublish modules are fully - configured, external applications that were part of your technical specifications (such as Language Translation tools, GIS tools, Social Media accounts and feeds, Analytics, and E - Commerce applications) are all integrated with SitePublish. Rosemead I Website Re -design and © THE TRAINING PHASE While our SitePublish CMS is incredibly easy to learn and use, we still want to ensure your staff have everything they need to effectively manage your City's website over the long-term, That's why we dedicate an entire phase of our project implementation methodology to training the staff that will use our software based on the type of roles they will fulfill. Our training plan will include sessions that are tailored to the unique needs of your staff, many of which may fall under one of the four general training session types: IN WEB ADMINISTRATOR TRAINING SESSION Training for system administrators on the solution's backend. Focuses on imparting top-level technical knowledge of how SitePublish works. These users will become your highest -tier webmasters and primary points -of -contact for the CivicLive team throughout the lifetime of your partnership with us. IN POWER USERS SESSION Training for standard tool power users such as Content Managers. Focuses on detailed skills building to enable effective and efficient use of all of SitePublish's modules and tools. DEVELOPER TRAINING SESSION In-depth background training on SitePublish; suitable for staff who will enhance or develop the code base or extend the software in house. This training is only required for clients with IT Administrators who wish to conduct in-house custom development using our software or take advantage of web services and APIs to integrate with third party applications. SO TRAIN -THE -TRAINER SESSION Advanced training, focusing on promoting the skills and knowledge needed to train new users on the system. Participants in this course should have already taken the administrator or power user courses. QTHE MIGRATING; PHASE The goal of our Migrating phase is to transfer your existing content from www.citVofrosemead.org to the corresponding webpage based on your CivicLive website's new information architecture. Content Migration is included in the CivicLive service offering and carries no additional cost. Before beginning the migration process, the CivicLive team will guide Rosemead's team in reviewing the content on City's existing website. Using web content best practices, we will assist your team in identifying which content should be migrated over to your new CivicLive site, and what should be reformatted or deleted entirely. We will work specifically with your content authors to define guidelines for writing for the web and support your team in developing a clear content strategy for engaging with key audiences. These guidelines will include: ✓ Reader scannability ✓ Editing web content ✓ Social sharing tools ✓ File naming ✓ Referencing links to external sites ✓ User -driven content ✓ Promotion of pages on the website ✓ Use of images ✓ Use of pdfs & hyperlinks The Content Migration process is accomplished through two processes that typically occur simultaneously: 11 WEBPAGE CONTENT MIGRATION & OPTIMIZATION The CivicLive Content Migration conduct manual page content migration; optimizing and transferring desired web content from your live website to pages where that content is needed based on the IA developed in the Designing phase. All AUTOMATED & MANUAL DOCUMENT MIGRATION For high volume document and file migration, the CivicLive Project Manager may opt to implement an automated document migration process. However, this process can be handled manually by the CivicLive Content Migration Specialist and members of your project team for most projects. Our meticulous migration process ensures that your pages are formatted correctly and that someone's eyes are on every page. Once content migration is complete, a CivicLive Analyst reviews the completed migration against the site's information hierarchy, and will check for inaccessible documents or other errors that would affect site usability before giving your site administrators the go-ahead to conduct their own acceptance testing. By manually examining the webpages, our Analyst verifies the overall quality of the content and assures that formatting errors from your existing site are not carried over to your new CivicLive website. Additionally, the CivicLive Content Migration Specialist works in close collaboration with your team during our acceptance testing and validation stage to ensure migrated content meets your staffs expectations. The Citv of Rosemead I Website Re -design and Maintenance Project Pro © THE STABILIZING PHASE We firmly believe that testing and QA is best done prior to a website's launch. This is why we dedicate an entire phase for two different critical types of testing: CIVICLIVE QUALITY ASSURANCE (QA) PROCESS The CivicLive Quality Assurance Specialists conduct our stringent QA process that is designed to discover problems before the site goes live to the public. These issues can range from content errors such as typos or blank pages to potential problems with code used on page templates. Examples of QA tasks include: d Verifying Page Consistency J Webpage Content Print V Verification of all Website Links Testing V Testing to Ensure All Scripting ✓ Final Cross -Browser Works Compatibility Testing ROSEMEAD STAFF USER ACCEPTANCE TESTING PERIOD We also use the Stabilizing phase as a chance for your City staff to get familiar with their new eGovernment website, explore its content, and provide any final feedback that may affect the website before it goes live. As part of our research -driven approach to user testing, we encourage the City to invite community members to participate in our proposed usability testing exercises, where participants matching the defined user personas are asked to navigate their new website to complete persona -specific tasks. The CivicLive team utilizes heat maps and session recording tools to review the users' interaction with City's new website. Although we recommend setting a time limit on this testing period, it can last as long as your staff want it to in order to feel completely satisfied that the website meets their expectations. ® THE DEPLOYING PHASE In this final phase of our SmartWork Project Methodology, we launch your new CivicLive-powe red www.cityofrosemead.orgto the public. Our team performs any remaining knowledge transfer with Rosemead staff and conducts a final quality assurance process as the website goes live in order to ensure the launch goes smoothly. At this time, Rosemead staff will also be introduced to our top notch customer support team, and meet with their dedicated Account Manager who will support the long-term success of your new CivicLive site. We can also provide post -deployment services such as tracking citizen engagement with analytics and conducting stakeholder satisfaction surveys if desired. The City of Rosemead ( Website