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Home My WebLink AboutComplete Response - ClerkBase Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 1 Response to CITY OF DIAMOND BAR, CALIFORNIA AGENDA MANAGEMENT AND LIVE STREAMING SYSTEM Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 2 Contents Contents ........................................................................................................................................................ 2 1. Cover Letter ........................................................................................................................................... 3 2. Project Team ......................................................................................................................................... 5 2.1. Company Background and Ownership .......................................................................................... 5 2.2. Project Organization ...................................................................................................................... 5 2.3. Key Personnel ............................................................................................................................... 6 3. Application Software .............................................................................................................................. 8 3.1. Doc Assembler Overview .............................................................................................................. 8 3.2. Agenda Item Creation, Review, and Approval............................................................................. 10 3.3. Agenda Creation and Publishing ................................................................................................. 11 3.4. Speaker Sign-Up and Public Comment ....................................................................................... 12 3.5. Running the Meeting .................................................................................................................... 12 3.6. After the Meeting ......................................................................................................................... 13 3.7. Tracking Actions .......................................................................................................................... 15 4. Proposer’s Experience/References ..................................................................................................... 16 4.1. Company Experience .................................................................................................................. 16 5. Methodology/Project Understanding ................................................................................................... 19 5.1. Functional Requirements ............................................................................................................. 19 5.2. Data Migration ............................................................................................................................. 19 5.3. Technical Requirements .............................................................................................................. 19 5.4. Training Requirements ................................................................................................................ 20 5.5. Support Services ......................................................................................................................... 20 6. Implementation Plan ............................................................................................................................ 21 6.1. Project Approach ......................................................................................................................... 21 7. Cost Proposal ...................................................................................................................................... 22 8. Insurance ............................................................................................................................................. 22 9. City’s Standard Purchase and License Agreement ............................................................................. 22 10. Attachment A – Functional Requirements ........................................................................................... 23 11. Attachment B – Sub-Consultants ........................................................................................................ 24 12. Attachment C – Company Profile Questionnaire (ClerkBase) ............................................................ 25 13. Attachment D – Company Profile Questionnaire (Harbour Software) ................................................. 26 14. Attachment E – Draft Project Management Plan ................................................................................ 27 15. Attachment F – Draft Training Plan ..................................................................................................... 28 16. Attachment G – Handover and Support .............................................................................................. 29 Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 3 1. Cover Letter Alex Batres Management Analyst ABatres@DiamondBarCA.Gov City of Diamond Bar 21810 Copley Drive Diamond Bar, CA 91765 ClerkBase is pleased to be able to submit this response to the Request for Proposal for an Agenda Management and Livestreaming software system. ClerkBase has been providing solutions to facilitate transparency and community engagement for over thirty years and has clients across 29 states. In 2013, we developed and released our OnBoardGOV solution for managing boards and commissions within government. Over this time, and through our active engagement in providing solutions to and working closely with municipal clerks, we have identified a need for a modern, fully cloud-based agenda and minutes solution. Having undertaken extensive market research within the United States as well as abroad to review the solutions currently available in the marketplace, we identified the Doc Assembler application provided by Harbour Software, an Australian-based company, as one of the newest and most innovative systems we had seen. As a result of our engagement with Harbour Software, we are pleased to be able to offer this application as part of the overall solution to be provided by ClerkBase in response to this RFP. Doc Assembler provides a fully hosted cloud- based SaaS solution that utilises Microsoft Word as the backend word editor for writing reports in the application. As a solution, Doc Assembler encompasses a complete end-to-end meeting management solution including the creation and approval of reports, assembly and distribution of agenda packets, capturing of minutes and resolutions, and the subsequent issuing of action items arising from the meeting. Elected members engage with distributed content using our document distribution app, Docs on Tap. This app also enables elected officials to annotate items and to vote in real time during meetings. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 4 ClerkBase will act as the prime contractor for this project and will work closely with Harbour Software to provide a solution that encompasses all the requirements for this project including the ongoing maintenance and support for the proposed solution. Our partnership with Harbour Software has seen both the City of Fort Worth, Texas, and Peoria County, Illinois, recently select ClerkBase as the successful bidder with our combined solutions, as offered to Diamond Bar, having been evaluated as the most fit-for-purpose following a competitive tender process. We are excited to be able to present a leading-edge Agenda and Minutes solution from Harbour Software, and we believe we are uniquely positioned to be able to offer the City this innovative response and we would welcome the opportunity to provide a presentation so the City can see the benefits of the offering provided. All conditions proposed in this response are valid for a period of at least ninety (90) calendar days. Jay Rosenfield Jay Rosenfield President ClerkBase 401-727-1567 jay@clerkbase.com www.clerkbase.com 2220 Plainfield Pike, Cranston, RI, 02921 Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 5 2. Project Team 2.1. Company Background and Ownership CompBase Inc. dba ClerkBase is a privately-owned Rhode Island based corporation incorporated in 1992. CompBase, the developer of the ClerkBase Service Model, has been providing transparency solutions to government for over thirty years. Our first solution, CompBase, allowed the public to access and search Workers’ Comp court decisions on CD-ROM. We quickly took this core technology into municipal clerk offices with ClerkBase. In 2001, we transitioned our ClerkBase Service Model to the Internet, adding video streaming, among other features. We then developed OnBoardGOV in 2013, which has become the solution of choice for managing boards and commissions in government. Built by module and priced by population, we are now in 29 states with clients from San Diego, CA to Mt. Desert, ME. One of the three original founders of CompBase Inc. remains president of the company. From our inception, customer satisfaction has been our highest priority. We would welcome you to speak to our clerks about our commitment and attention to their needs. In 2023, seeing a need for an agenda management solution, we partnered with Harbour Software. Harbour Software is a privately-owned company based in Melbourne, Australia. They have been providing solutions to local government authorities in the Australian/New Zealand region for the past 15+ years. The company founders and owners all actively work in the business, and each has extensive experience working within the local government industry both as practitioners and as vendors providing software solutions to Councils. Over 170 Councils across Australia and New Zealand utilize the solutions provided by Harbour Software. 2.2. Project Organization ClerkBase will act as the Prime Contractor for this RFP and will supply and implement OnBoardGOV; We have engaged Harbour Software as a subcontractor to supply and implement the Doc Assembler agenda management solution including the document distribution companion app, Docs on Tap. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 6 2.3. Key Personnel Name Current Role Tenure Relevant Qualifications Relevant Experience Jay Rosenfield Project Manager (ClerkBase) 30+ years Bachelor of Business Jay has a Bachelor of Business and over 30 years’ experience working in the local government sector. Jay has significant senior management experience and worked on the development team of OnBoardGOV. Dennis Corrado Support Consultant (ClerkBase) 15+ years Bachelor of Business Dennis has a Bachelor of Business and over 15 years’ experience working in the local government sector. Dennis is VP of Client Experience and focused on delivering quality support to our clients. Michael Craig Project Manager (Harbour Software) 10+ years Bachelor of Business Michael has a Bachelor of Business and over 30 years’ experience working in the local government sector. Michael has significant senior management experience having worked at Director Level within Local Government and is a skilled business analyst having a unique perspective of the requirements of end users and working with technical personnel to deliver quality applications to clients. David Compton Technical Lead (Harbour Software) 15+ years David holds the position of Software Development Manager (R&D) with Harbour Software. Having started his working career in Local Government, David started developing software solutions over 20 years ago and prior to starting Harbour Software was the primary developer for a complete ERP solution utilised within Victorian Local Government. David has extensive web development experience including mobile apps utilised across all platforms and as a developer has a unique perspective of the requirements. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 7 Name Current Role Tenure Relevant Qualifications Relevant Experience Martin Klobe Implementation Lead (Harbour Software) 5 years Martin commenced work with Harbour Software as an implementation and support consultant having worked with several regional Councils in Victoria, Australia. For the past 4 years, Martin has been based in the USA and working as a member of our team remotely assisting with both software development and product support. Martin has a strong understanding of how our clients can maximise the use of our solutions and has a passion for delivering quality software for our clients. Melissa Dunlop Implementation & Support Consultant (Harbour Software) 3 years Melissa has a long history working within Governance within Local Government and has been an end user of Doc Assembler in her previous role as Governance Officer, North Sydney City Council. With a strong understanding of software solutions and governance, Melissa has a passion for implementing solutions and working with customers. Tracie Montebello Implementation & Support Consultant (Harbour Software) 1 year Tracie has been working in and with Local Government for over 30 years and has implemented various software systems around Australia and New Zealand. As a result of this she has an excellent understanding of the needs and expectations of Councils across all departments as well as the different roles within. She loves working with customers to help them achieve the best possible outcome to suit their specific requirements. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 8 3. Application Software 3.1. Doc Assembler Overview Doc Assembler has been designed to enable City Administration to easily administer adding, managing, and maintaining all document templates required by the City. This includes being able to setup and maintain multiple meeting templates and meeting types, the creation of meeting dates, and the workflow associated with the approval process for those meetings. A key feature of Doc Assembler is the fact that the application leverages the document collaboration features embedded in Microsoft Word. Combined with the workflow for the approval process, this facilitates real-time document collaboration when working on items that are to be included in a meeting agenda. Multiple users, including approvers, can be working on an item simultaneously and are able to see and monitor changes that are made in real-time. The workflow for an item can be pre-configured and is applied to the item when it is created. Once created, an End User can modify the expected workflow as well as assign other users to work with them on the item via the Assignment Detail screen: Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 9 Any changes made to the approval workflow including accepting or rejecting an item will be logged in the Assignment Log which is visible to administrators and the users assigned to the item. As Doc Assembler enables the Meeting Administrator to establish a due date for the agenda, the application automatically calculates and applies due dates to each of the roles that can be assigned to an item. This process enables the system to automatically send out reminder notifications when the assignments for agenda items are due. Doc Assembler provides the ability for Staff Liaison users to manage all meetings for their committees and to update their Agenda and Meeting templates as required. As a fully cloud-hosted solution, all content created within the application is stored centrally in a City-owned Microsoft SharePoint site. This means features such as version control and collaborative-access are automatically handled and managed by the application. Doc Assembler provides the ability to setup a meeting schedule of all upcoming future meetings that will then enable end users to create reports against those meetings – If the meeting date is to be determined, the report can be created in a ‘holding pen’ for future meetings and then moved to the appropriate meeting date as required. In addition, our Meeting Planner module enables the Administrator to setup and manage the workflow of reports so that they can progress through the meeting cycle. For example, they can create a report for the Executive Team that will progress through to a Committee Briefing Session and ultimately into the Ordinary Council Agenda. Both list and calendar views of all scheduled meetings are available to all users within the application. It is also possible to swap the calendar view to display at year, week, or day views with the ability to hover over the calendar to view the details of each meeting on that day: Note that concurrent meetings can be run within the application for any given date and time. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 10 3.2. Agenda Item Creation, Review, and Approval The creation of a report item for a meeting can be initiated by the End User directly from their Dashboard which enables them to select and nominate the meeting to which the item is planned to be submitted. Access to available meetings is based on the end user’s permissions which is managed by the Meeting Administrator. When an item is created via the Dashboard, the End User can upload a range of document and media types as attachments to the item. The End User can easily add attachments to the item by dragging and dropping them into the item dashboard or creating them directly within the application: By default, the workflow for the approval process is assigned to the item based on the user profile and can be managed and maintained by the creating user and other users assigned to the item. Only system administrators and users who have been assigned to an item have the ability to view an item, its contents, or its attachments. Additionally, sensitive items can be hidden and prevented from displaying on the Meeting List and Calendar views for upcoming meetings. As noted earlier, any changes or modifications to the item’s assignments is logged and tracked within the application. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 11 As shown in the screenshot below multiple approvers/reviewers can be added to and arranged in an appropriate order against the item: Based on the due dates for the item and their configured parameters, assignment reminder notification emails can be automatically generated and sent to users. Furthermore, as the assignments are completed by users, notifications are then generated to the appropriate staff to advise them that the item is either ready to be reviewed or that the item has been rejected or reopened back to them for further work. Existing items are also able to be moved or copied as required using the Move/Copy feature: As Doc Assembler utilises Microsoft Word as the backend text editor within the application all edits and changes to an item are automatically saved and able to be viewed via the ‘Version History’ feature of Word. 3.3. Agenda Creation and Publishing Doc Assembler allows the Meeting Administrator to drag and drop items to organize the agenda to suit how they should be presented to the meeting prior to assembling and publishing the document. The formatting for a particular agenda template can be controlled by the Meeting Administrator to ensure consistency with font and styles in the final document. Items that are deferred or held over are able to be moved to a later meeting use the Move/Copy feature mentioned above. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 12 Doc Assembler provides the ability to assemble and publish agenda packets to executive users who will be able to access the document by our integrated document distribution app, Docs on Tap. Docs on Tap provides the ability for an end user to securely receive published content from a range of meetings and to privately annotate and mark up the document for their consumption prior to the meeting. If at any point a new version of the document that has already been annotated is published, then the annotations made by the end user are saved and laid over the top of the new document ensuring that they do not loses any annotations that they may have already made. 3.4. Speaker Sign-Up and Public Comment Via our publicly facing hosted website for viewing the published agenda and minutes documents, citizens are able to sign up and register an interest in speaking to specific items on the agenda. The Meeting Administrator is then able to organise and produce a running sheet for the speakers relating to the selected items. 3.5. Running the Meeting Doc Assembler provides for the ability to capture in real time the minutes of a meeting including displaying the agenda and the motions/seconds and votes for a particular item as shown below: Via our document distribution app, Docs on Tap, Council and executive members are able to access their personalized content for a meeting and participate by using the live voting feature that enables them to vote on items under consideration. The live minutes display can then be displayed to the executive members and gallery, as well as the meeting livestream/recording. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 13 Our livestreaming integration can control the display of cameras and microphones, including the overlay of agenda item information, speaker details, and resolution voting information onto the meeting livestream or recording. We also provide the capacity to embed video livestream/recording via the hosted public website. This includes timestamping the desired location on the video to view the discussion of individual agenda items: Details of all motions, seconds, and voting is captured in real time within Doc Assembler during the meeting. The text for the motions (e.g. resolutions, ordinances, planning & zonings cases, budget or public hearings, item procedural details, etc) can all be configured by the Council. This enables consistency with the text used between the minute documents and also provides the ability to view the particular procedural processes associated with different types of motions that may be put forward during the meeting. 3.6. After the Meeting Following the meeting, the Administrator is able finalize the minutes for the meeting based on the data captured in real time during the meeting. This will include the resolutions and results for each agenda item. This data is then visible and capable of been searched & filtered via an integrated Resolution Register. The Resolution Register can also be made publicly available for members of the community to access. This will then enable members of the public to search for and find decisions relating to items of interest to them which can filtered by date range, meeting type, item description, mover/seconder, resolution type etc. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 14 This Resolution Register functionality also enable searches on the status of items as well as other decisions prior to the publication and formal adoption of the minutes of a meeting: Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 15 Where a public meeting is recorded, the video for that meeting is associated with the published agenda & minute documents on the public hosted website provided as part of our solution. The Administrator can manage and align the timestamps for each item to enable members of the public to easily navigate to the discussion of that item: 3.7. Tracking Actions After the meeting has been held and the minutes document assembled and published, the Meeting Administrator can then assign out the various Action Items that have arisen from the resolutions passed during the meeting. Users assigned to an Action Item will be notified via email of their assignment and the due date for its completion, in addition to reminder notifications as the due date approaches. The assigned users can then manage their Action Items via their personal dashboard, logging the various steps taken to complete their actions. Action Items, their completion statuses, and the items taken to complete them can all be viewed via the internal Action Register. This also enables the Administrator to search, filter, and export actions to a spreadsheet for presentation to future internal or public meetings. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 16 4. Proposer’s Experience/References 4.1. Company Experience Having amassed over three decades of experience in managing agendas and minutes within municipal government settings, including a decade dedicated to board and committee operations, ClerkBase stands as a highly qualified and responsive bidder. Our OnBoardGOV solutions are currently serving municipalities across the nation, including cities such as Las Vegas, NV; San Diego, CA; Baton Rouge, LA; and Wichita, KS, as well as counties like Loudoun, VA; Champaign, IL; and Montgomery, MD, among numerous others. Harbour Software has extensive experience in the implementation and ongoing support and maintenance of their meeting and agenda management suite of software. Since its initial release as a fully hosted, cloud-based solution in 2013, Harbour Software has directly implemented and provides the ongoing support and maintenance of their products for over 120 sites with over 14,000 registered end users. Within the Australian and New Zealand market, Doc Assembler has for the last 5 years consistently been the fastest-growing and, by default, the solution of choice for Council’s that have gone out to tender for a fully hosted, cloud-based application. This growth is testament to Harbour Software’s high level of support and training provided to clients as well as the quality and functionality of the solution. We are extremely excited to be partnering as our demonstrated histories and commitments to delivering quality outcomes to clients are very much aligned. The fact that both Harbour Software and ClerkBase have negligible client churn for our products also demonstrates their satisfaction with our customer-centric approach. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 17 ClerkBase – Reference Sites Company’s Name City of San Diego, CA Name of Contact Chida Warren-Darby Title of Contact Dir. of Appointments/Boards and Commissions Present Address Office of Mayor Todd Gloria, 202 C St, 11th Floor City, State, Zip Code San Diego, CA 92101 Telephone No. 619-533-3940 Email: CWarrenDarby@sandiego.gov Type of Services Provided: Implementation and support: OnBoardGOV Company’s Name City of Irving, TX Name of Contact Cecilia Castillo Title of Contact Operations Manager Present Address City Secretary’s Office, 825 W. Irving Blvd. City, State, Zip Code Irving, TX 75060 Telephone No. 972-721-4901 Email: CCastillo@CityofIrving.org Type of Services Provided: Implementation and support: OnBoardGOV Company’s Name Loudoun County, VA Name of Contact Pam Robert-O’Carroll Title of Contact Senior Programmer/Analyst Present Address 41975 Loudoun Center PL, SE City, State, Zip Code Leesburg, VA 20175-8901 Telephone No. 571-465-7010 Email: Pam.Robert.OCarroll@loudoun.gov Type of Services Provided: Implementation and support: OnBoardGOV Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 18 Harbour Software – Reference Sites Company’s Name City of Brimbank Name of Contact Tony Vo Title of Contact Coordinator Council Business Present Address 301 Hampshire Road City, State, Zip Code Sunshine, VIC 3020 Telephone No. +61 3 9249 4478 Email: tonyv@brimbank.vic.gov.au Type of Services Provided: Implementation and support: Doc Assembler & Docs on Tap. Company’s Name City of Greater Dandenong Name of Contact Lisa Roberts Title of Contact Manager Governance Present Address 225 Londsdale Street City, State, Zip Code Dandenong, VIC 3175 Telephone No. +61 3 8571 5216 Email: lisa.roberts@cgd.vic.gov.au Type of Services Provided: Implementation and support: Doc Assembler & Docs on Tap. Company’s Name City of Stonnington Name of Contact Judy Hogan Title of Contact Civic Support Officer Present Address 311 Glenferrie Road City, State, Zip Code Malvern, VIC 3144 Telephone No. +61 3 8290 1331 Email: jhogan@stonnington.vic.gov.au Type of Services Provided: Implementation and support: Doc Assembler & Docs on Tap. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 19 5. Methodology/Project Understanding 5.1. Functional Requirements Please refer to Attachment A – Functional Requirements. 5.2. Data Migration Provision has been made to import and host one year of City Council, Planning Commission, Traffic and Transportation Commission, and Parks and Recreation Commission agendas, agenda packets, public comments, and videos on the public-facing repository, subject to provision of the necessary datasets by the City. The assumption has been made that video data will be imported to the City’s current YouTube channel, if not already present. 5.3. Technical Requirements Doc Assembler Requirements A technical requirement for our Doc Assembler solution is that the City possess an Azure AD or Microsoft 365 tenant. It was noted in the published Q&A that the City does not intend to migrate their users to Office 365 in the near future – Our solution requires a single Office 365 system account, but a full migration to Office 365 is not a requirement of this proposal. An Azure/Microsoft tenant is required for the City to create a Microsoft Sharepoint cloud site for storage of the City’s report items in Word format. In addition, the tenant will allow the City to synchronize their on-premises Active Directory to Azure Active Directory (now known as Microsoft Entra) for user authentication purposes. It is considered likely that City’s IT team already has an Azure/Microsoft tenant in place. A single Office 365 user with an E3 license is required for the Doc Assembler system account – This will enable the system to create, access, and edit the Word documents for the report items stored in the City’s Sharepoint site. Live-Streaming Requirements It is an assumption in the preparation of this response that the City will use their existing City of Diamond Bar Youtube channel as the destination/repository source for livestreaming and the playback of meeting recordings on the hosted public website included in our solution. It is further assumed that City already has all their desired A/V equipment in place, including cameras, microphones, and an A/V production PC in place. We would then be able to install our livestreaming integration on the City’s production desktop which would be configured to receive the various cameras & microphone feeds from the Council chambers, overlay the relevant agenda item, speaker, and voting information in the integration, and then output the video feed as a recording and/or simultaneous livestream to Youtube, Facebook, Instagram, etc. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 20 5.4. Training Requirements A detailed Training Plan will be developed with the key City stakeholders & intended administrators of the application. A draft Training Plan has been attached as an example. Please refer to attachment F – Draft Training Plan for further details. 5.5. Support Services All support is provided by our dedicated team based out of Rhode Island and are directly accessible by phone. In addition, we provide a full online Support Portal where our clients are able to lodge and track all support tickets 24/7. Our standard service level agreement sets out the details of our support services, however, a key feature of our offering is our ability to quickly and efficiently deal with customer support with a first response for tickets within 30 minutes of lodging. Please refer to attachment G – Handover and Support for further details. As a SaaS offering, all product updates and periodic maintenance are automatically performed out-of-hours as a part of our standard monthly/bimonthly update release schedule. This is included as a part of your annual subscription fee. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 21 6. Implementation Plan 6.1. Project Approach A detailed Project Management Plan can be provided to Council which provides in detail our approach to the implementation project for Council – A draft plan has been attached. In summary however, a high-level overview of this is as follows: Key Dates • Project Scheduling and Kick Off – week commencing September 02 (on-going management) • Setup & Configuration – (Diamond Bar City involved for 1-2 hours) – week commencing September 09 • Admin Training (Doc Assembler) – week commencing September 23 • Admin Training (Docs on Tap) - week commencing September 30 • User Acceptance Testing - week commencing October 07 (see below information) • Admin Review (Doc Assembler and Docs on Tap) – week commencing October 14 • End User Training - week commencing October 28 • Go-Live - week commencing November 11 Please refer to attachment E – Draft Project Management Plan for further details. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 22 7. Cost Proposal Item Year 1 Year 2 Year 3 Software Application Doc Assembler Annual Subscription $15,000 $15,675.00 $16,380.38 Docs On Tap Annual Subscription $5,000 $5,225.00 $5,460.13 Implementation Fee Technical Setup & Configuration $1,750 Administrator Training $8,750 End User Training $1,750 Live-Streaming Services Live-Streaming Annual Subscription $6,000 $6,270.00 $6,552.15 Live-Streaming Configuration $1,750 Engineering Service Fee Data Migration $5,250 Project Management Service Fee $3,500 Support Fee Post-Go Live Support $1,750 Yearly Maintenance Service & Upgrade Fee Included Included Included Total $50,500 $27,170 $28,393 8. Insurance If selected as the successful provider, ClerkBase will furnish the City with the required insurance certificates as set out in the City’s ‘Standard Purchase and License Agreement’ terms and conditions found in Part VI of the RFP. 9. City’s Standard Purchase and License Agreement ClerkBase agrees to the City’s Standard Purchase and License Agreement terms and conditions found in Part VI and SaaS terms and conditions as set out in Part VII of the RFP document. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 23 10. Attachment A – Functional Requirements Please refer to Attached. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 24 11. Attachment B – Sub-Consultants Please refer to Attached. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 25 12. Attachment C – Company Profile Questionnaire (ClerkBase) Please refer to Attached. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 26 13. Attachment D – Company Profile Questionnaire (Harbour Software) Please refer to Attached. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 27 14. Attachment E – Draft Project Management Plan Please refer to Attached. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 28 15. Attachment F – Draft Training Plan Please refer to Attached. Building Trust through Transparency www.ClerkBase.com | 2220 Plainfield Pike | Cranston, Rhode Island 02921 | 866.676.9486 Page 29 16. Attachment G – Handover and Support Please refer to Attached. Item Role Based Security and Admin Control Features Version Vendor Response Vendor Comments1Role-based access control with permissions based on user roles.FP2Creation of unlimited users and system administrators to access the system.FP3Access limited to a department-or division-level (e.g., a staff member in Public Works can only view agenda items related to Public Works until the agenda is finalized).FP4Specified users able to create agendas, while others only be able to submit agenda items.FP5Allow only system administrators to add/update/delete users.FPItem Agenda Template Features Version Vendor Response Vendor Comments6Create, edit, and manage agendas for various meeting types (e.g., City Council, Commissions, Committees, etc.).FP7Customizable agenda templates for legislative bodies (e.g., City Council, Commissions, Committees, etc.) and different meeting types (e.g., regular, special, study session, closed session, joint meeting, etc.) without vendor support.FP8Define unique and standard agenda templates for each meeting type to ensure consistent formatting and structure, but can still be updated as needed. FP9Allow users to clone an item from a previous agenda to a new agenda.FP10Confirms that all agenda items are ‘Approved’ before compiling the agenda.FP11Notify the agenda administrator of which items need to be reviewed/approved before compiling agenda.FP12Assign item numbers to agenda items based on placement.FP13Categorize agenda items by topic, department, or priority.COItem Agenda Item Template Features Version Vendor Response Vendor Comments14Create, edit, and manage agenda items for various meeting types (e.g., City Council, Commissions, Committees, etc.).FP15Allow users to submit agenda items for review and inclusion.FP16Real-time editing, commenting, and collaborative note-taking among users with version control.FP17Advanced search functionality with filters for quick retrieval of documents and past agenda items.FP18Customizable agenda item templates for legislative bodies (e.g., City Council, Commissions, Committees, etc.) and unique agenda item templates for different meeting types (e.g., regular, special, study session, closed session, joint meeting, etc.) without vendor support.FP19Separate sections within agenda item reports with the ability to include prepopulated text into specified sections to ensure format consistency and standardized report writing.CO20Capture initials of staff listed on the 'From:' line of an agenda item report.FP21Capture signature of staff who prepared, reviewed, and approved a report, and include the signatures at the bottom of the agenda item report.FPAPPENDIX A - Agenda Management and Live Streaming Software Functional Requirements 22Automatically update the applicable sections on the agenda when it is changed in the agenda item report.FP23Word processing and editing capabilities that provide functionality without affecting agenda item report template and format (e.g., uploading and/or building tables, graphs, photos, copying and pasting from other documents/software, such as word processors and spreadsheets, changing fonts, highlighting text, etc.).FP24Ability to print the report as a PDF for reviewing the agenda item report as it will appear on the agenda.FP25Upload different types of supplemental attachments to agenda item reports (e.g., TIFF, JPEG, Mpeg, GIF, Doc, PDF, PNG, PPT, XLS, etc.) with unlimited file size, OCR documents to allow the search of text within documents, and version control. FP26Classify specific supplemental attachments as 'Confidential' within system and not include them in final agenda.FP27Automatically convert supplemental attachments to PDF for printing and distribution.FP28Reorder attachments within respective agenda item report via a drag and drop option.FP29Clone previously approved agenda item reports to use for future agendas.FP30Assign unique identification number to agenda item reports. FPItem Workflow System Features Version Vendor Response Vendor Comments31Create custom review and approval workflows based on departments, user role, and agenda item report template.CO32Redirect workflow to another user when user is out of the office or would like another user to review an agenda item report.FP33Add or remove users in the workflow, regardless of the workflow status.FP34Create ad-hoc workflows regardless of agenda item report type. FP35Modify, approve, and monitor progress and history of agenda item reports in real time.FP36Edit system workflows configurations without vendor support.FP37Ability for system administrators to see the status of agenda items moving through the workflow and be able to extract a report regarding the status of agenda items to provide to the City Manager.FP38Ability for system administrators to bypass workflows completely to finalize agenda items.FP39Reject agenda items and redirect to a specific user within the workflow for further review without restarting the workflow.FP40Make comments on user's review before user approves the agenda item report and forwarding to the next user in the workflow for review.FP41Keep a log of changes and identify user edits (version control) to the agenda item report.FPItem Email Notification Features Version Vendor Response Vendor Comments42Send email notifications with customizable messages, related to agendas and agenda item reports.CO 43Send email notifications for agenda item reports that need review or have been rejected for further review.CO44Send email reminders when an agenda item report is in the queue of a user for more than two (2) business days.CUSystem currently allows for multiple pre-configured reminders based on number of days in advance of the task due date - Enhancement can be included as part of the implementation projectItem Agenda and Document Item Search Features Version Vendor Response Vendor Comments45Search capabilities to allow users to search for any item within the system.FP46Draft items owned by certain departments does not show up in the search for view by other departments or users.FP47Finalized items and/or respective department draft items displayed when searched by respective department users.FP48All finalized and department draft items displayed when searched by system administrators.FPItem Agenda Packet Compilation Features Version Vendor Response Vendor Comments49Ability for system administrators or agenda administrators to compile and publish agenda packets quickly.FP50Create a consolidated agenda packet in a PDF format with no file size limit and with PDF bookmarks to navigate each agenda item and its corresponding attachments.FP51Agenda packet has the same look and feel as the PDF file when printed for distribution.FP52Generate an online version of the agenda on the public-facing portal that provides links to each agenda item and corresponding agenda item attachments.FP53Add page numbers to the agenda packet, with the page number shown consistently in the combined PDF agenda packet and linked-document version of the agenda packet.FP54Review a draft version of the agenda and rearrange items within the agenda via a drag and drop option before final publishing, and automatically update pages numbers, layout, etc. in alignment with any changes to agenda packet before publishing.FP55Ability for republishing of agenda without having to redo previous edits if there are additional changes to the agenda after publishing.FPItem Enforcing Deadlines Features Version Vendor Response Vendor Comments56Ability for system administrators to add a cutoff date/time to lock an agenda to prohibit users from adding new agenda item reports.FP57Ability for system administrators to override cutoff date/time and push agenda items through. FPItem Public-Facing Repository Features Version Vendor Response Vendor Comments58Provides a public-facing repository with similar look and feel to the City's website that maintains all agendas, minutes, public comments, staff reports, supplemental videos, etc. to ensure compliance with the California Brown Act.COHTML & CSS customization is made available for City's marketing/web team to brand website as desired59Ability for full-text search of all items, within public-facing repository with the ability to narrow down by date range and/or meeting groups.FP60Ability to list each City Council, Commission, Committee, etc. and its respective members and their current elected and/or appointed term, with the ability to add a picture/headshot for each member within public-facing repository.CUThis is a standard feature of our OnBoardGOV boards and commisssions module - Or alternatively can be included in the public repository as part of implementation project 61Capability for the public to easily subscribe to receive agenda notification emails, including the link to the agenda.FP62Ability for system administrators to download reports detailing the number of subscribers or any other analytics information.FP63Embedded Google translate widget on public-facing repository to allow the public to translate agenda and agenda items to different languages.CU Enhancement to be released in a future update in Q2 2025Item Live and On Demand Video and Audio Streaming Version Vendor Response Vendor Comments64Capability to live stream meetings to the public via the software interface and/or public-facing repository.FPAssumption has been made that livestream/video hosting will be using City's current YouTube account65Record meetings for later playback and archiving under respective meeting date for on-demand viewing with navigation controls at any time via the software interface and/or the public-facing repository.FP66Stream meetings live and publish videos in multiple media types for viewing on various device type and software (e.g., Windows, Apple, tablets, mobile devices, etc.)FP67Stream to multiple platforms simultaneously (e.g., YouTube, Facebook, City's website, etc.).FP68 Download videos from software to post on YouTube.FP69Unlimited storage for playback videos within software and/or public-facing repository.FPAssumption has been made that livestream/video hosting will be using City's current YouTube account70Adjustable video quality settings to accommodate different internet speeds and device capabilities.FPAssumption has been made that livestream/video hosting will be using City's current YouTube account71Provide closed captioning and Americans with Disabilities Act requirements for live streams to ensure accessibility.CUWhilst not currently provided we can investigate options to meet this requirement during implementation of the project72Ability to add live annotations or highlights during the stream for emphasis.CO73Synchronize live streams with agenda items, allowing viewers to follow along with the meeting agenda.FP74Analytics on viewership, engagement, and feedback from live streams.FPAssumption has been made that livestream/video hosting will be using City's current YouTube account75Redundancy measures to ensure continuous streaming in case of technical issues.FPCapacity for redundancy depends on the nature of the technical issue experienced76Access control to restrict or allow specific viewers based on predefined criteria.NAAssumption has been made that livestream/video hosting will be using City's current YouTube account77Automated notifications to subscribers or stakeholders when a live stream is about to start.FP78Intuitive interface for managing live streams, including starting, stopping, and monitoring stream health.FP79Bandwidth available for streaming to scale to a minimum of 100 concurrent connections with 200MB download speeds for meetings. FPAssumption has been made that livestream/video hosting will be using City's current YouTube account80Seamless integration with social media platforms for wider dissemination of live streams.FP81Interactive timelines/"jump to points link" in recorded videos to jump to specific agenda items or speakers.FP82Detailed analytics to understand engagement levels and viewer demographics.FP83Scalability to support a large number of concurrent viewers with load balancing features to ensure smooth streaming.FPAssumption has been made that livestream/video hosting will be using City's current YouTube accountItem Miscellaneous Features Version Vendor Response Vendor Comments84Ensure compliance with WCAG and other accessibility standards.FPOngoing compliance with annual review to be undertaken Q4 2024 85Mobile-friendly interface or dedicated apps for accessing and managing agendas on the go, and personal note taking.FP86 Integration with Laserfiche.FPWe integrate with Laserfiche to search for and import attachments, and also to publish collated agenda & minutes documents and individual report items back into Laserfiche87Integration with GoToWebinar to allow meeting attendees to observe the meeting from home.FP88Tools for gathering public feedback on agenda items through surveys, comment sections, or forums.FP89Detailed logs of all user activities and changes for accountability and auditing.FP90Customizable reports and dashboards with key performance indicators (KPIs) and data insights.FPData insights available via our integration with Microsoft PowerBI91Comprehensive training resources, user guides, and customer support.FP92Compliance with legal and regulatory requirements for document archiving and retrieval.FP93Scalable architecture to accommodate growing data volumes. FP94Analytics on agenda items added by user groups and/or departments, and number of agenda item types (e.g., consent calender, city council consideration, public hearing, etc.)FPData insights available via our integration with Microsoft PowerBI95System includes standard reports used to track and manage key data.FP96System includes reporting tool to generate custom reports, if needed.FP97Detailed system documentation is included to guide users through the workflow processes.FP98Minimum download speeds of 200 mb/s for agenda packets, reports and corresponding attachments.FPItem Meeting Minutes Features Version Vendor Response Vendor Comments99Collect actions, motions, and votes during City Council, Commissions, Committee meetings and create meeting minutes.FP100Record motions and logs mover and seconder of agenda items.FP101Record votes on consent calendar and individual agenda items.FP102Create default meeting minute templates with default text for minutes, motions, and voting for 'Action-Only' meeting minutes.FP103Create a staff attendee list for each meeting type, withthe ability to track name and title of staff attending inperson or telephonically. FP104 Approval workflows for agenda minutes.FP SUBCONTRACTOR #1 Name & Address Specialty / Role with this Project Worked with Lead Firm Before Year Firm Established Years of Experience providing software services APPENDIX C – COMPANY PROFILE QUESTIONNAIRE Each vendor shall complete the “Appendix C - Company Profile Questionnaire” template. If multiple firms or sub-contractors are being proposed, please complete a questionnaire for each firm / sub-contractor company as well. Question Answer Organization name and corporate location. Role in proposed project (solution provider, system integrator, subcontractor, etc.) What is your organization’s primary business? Please list all the major products / solutions provided by your company. Is your organization a subsidiary to a larger parent company? If so, whom? and for how long? If your response to the above question is yes, then how long has your parent company been providing similar software solutions? How long does your parent company plans to support the software being proposed and if your parent company guarantees the supporting and maintaining of the proposed software solution? Length of time your organization (not parent) has been in business providing this software solution? Organization Ownership / Legal Form (For Corporation – State of Incorporation) Office locations U.S. Number of installations for proposed version U.S. Worldwide APPENDIX C – COMPANY PROFILE QUESTIONNAIRE Each vendor shall complete the “Appendix C - Company Profile Questionnaire” template. If multiple firms or sub-contractors are being proposed, please complete a questionnaire for each firm / sub-contractor company as well. Question Answer Organization name and corporate location. Role in proposed project (solution provider, system integrator, subcontractor, etc.) What is your organization’s primary business? Please list all the major products / solutions provided by your company. Is your organization a subsidiary to a larger parent company? If so, whom? and for how long? If your response to the above question is yes, then how long has your parent company been providing similar software solutions? How long does your parent company plans to support the software being proposed and if your parent company guarantees the supporting and maintaining of the proposed software solution? Length of time your organization (not parent) has been in business providing this software solution? Organization Ownership / Legal Form (For Corporation – State of Incorporation) Office locations U.S. Number of installations for proposed version U.S. Worldwide PROJECT MANAGEMENT PLAN City of Diamond Bar 2 Contents 1. INTRODUCTION .......................................................................................................................................................... 3 1.1. Purpose of this Plan................................................................................................................................................ 3 1.2. Teams, Roles, and Responsibilities ........................................................................................................................ 3 1.3. Project Objectives .................................................................................................................................................. 4 1.4. Guiding Principles ................................................................................................................................................... 4 2. PROJECT METHODOLOGY ........................................................................................................................................... 5 2.1 Change Management ............................................................................................................................................. 5 2.2 Project Approach .................................................................................................................................................... 5 2.3 Implementation Process ........................................................................................................................................ 6 2.4 Innovation in Project Delivery ................................................................................................................................ 6 2.5 Go-Live Strategy ..................................................................................................................................................... 7 2.6 Proposed Staged Rollout ........................................................................................................................................ 8 3. PROJECT SCOPE .......................................................................................................................................................... 9 3.1 Project Scope and Exclusions ................................................................................................................................. 9 3.2 Project Scope ........................................................................................................................................................ 10 3.3 Integrations Available .......................................................................................................................................... 11 3.4 Enhancements and/or New Feature Requests .................................................................................................... 11 3.5 Data Migration ..................................................................................................................................................... 11 3.6 Implementation Services...................................................................................................................................... 11 3.7 Consulting Services............................................................................................................................................... 13 3.8 Constraints and assumptions ............................................................................................................................... 13 3.9 Project Risk Governance ...................................................................................................................................... 14 3.10 Interested Parties ................................................................................................................................................. 15 4. PROJECT SCHEDULE .................................................................................................................................................. 16 4.1 Desired Outcomes ................................................................................................................................................ 16 4.2 Timeline Example ................................................................................................................................................. 16 4.3 User Acceptance Testing or Quality assurance .................................................................................................... 16 4.4 Go-Live Impacts .................................................................................................................................................... 18 4.5 Communication and Escalation ............................................................................................................................ 18 5. APPENDIX A – City Meeting Dates ............................................................................................................................ 19 6. APPENDIX B – Go-Live Schedule ............................................................................................................................... 20 7. APPENDIX C – Project Risk Register (SAMPLE) ......................................................................................................... 21 8. APPENDIX D – Implementation Plan Timelines ........................................................................................................ 22 3 1. INTRODUCTION The City of Diamond Bar may appoint ClerkBase as its provider for the supply and installation of Doc Assembler and Docs on Tap as their Agenda and Minutes Management software solution, with key elements being mobility, web-based services, and increases in efficiency and compliance. 1.1. Purpose of this Plan The Project Management Plan aligns with and expands-upon details for the benefit of all project stakeholders, and particularly those project team members who will be undertaking the operational activities of the project. The Project Management Plan (PMP) outlines:  How the project’s objectives are to be achieved by detailing the project activities, milestones, and deliverables  When activities will occur (Project Schedule)  How quality will be managed throughout the project  The approach to be taken to deliver the project including detail of how the project will be executed, managed, and controlled 1.2. Teams, Roles, and Responsibilities The project objectives and approach outline the closely coupled team approach so that most of the project management may be managed within teams. This provides for a Governance model with the Project Manager’s focus on the schedule, issues resolution, scope and change management. The project is structured to have roles as per the Roles and Responsibilities table. This table outlines the names of nominated people in each of the teams and their respective Project Managers. Key Project Resources: Team ClerkBase Team Leader Other ClerkBase Resources Client Team Leader Other Client Resources Project Sponsor Jay Rosenfield N/A TBC TBC Project Manager Michael Craig N/A TBC TBC Implementation Lead Martin Klobe Dennis Corrado TBC TBC Technical Lead David Compton Jordan Sandford TBC TBC Support Consultant Dennis Corrado Alena Spry TBC TBC The role of the Team Leaders is to provide guidance, instruction, direction, and leadership to the team members for the purpose of planning, scheduling of tasks and activities to achieve project objectives relating to their specific functions within the agenda management process. The Team Leaders report to the Project Manager and attend project meetings as scheduled. The Team Leaders monitor the performance against expected quantitative and qualitative results. For any organized demonstrations or training activities, the City will be responsible for coordinating attending staff, providing for the venue and associated training tools e.g. laptops/tablet devices and managing any issues arising out of potential conflicts with dates/availability of staff. 4 1.3. Project Objectives The objectives are based upon the assumption that the City will achieve a full implementation of the solution (that being all Agenda items being processed using the web application) by date to be confirmed (potentially 31 November 2024), by means of a rolling deployment per the City’s plan:  The project duration will be approximately less than 3 months.  100% utilisation of the Meeting Information Collaboration Application solution will be achieved.  Completion of a successful Agenda and minutes production as part of the UAT process.  On time Go-Live for the Pilot meeting and for subsequent staged go-live for all subsequent meetings (refer Appendix B – Go-Live Schedule (TBC)).  Minimum 90% staff attendance at scheduled demonstrations and other training events staged during the project.  Minimum 85% attendance at all communications events scheduled during the project by City staff.  Performance Goals will be measured based upon ‘on time’ completion of key Project Milestones, that being: o Client confirmation of Cloud Drive Configuration (Office 365). o ClerkBase installation and configuration of the City account in the ClerkBase Cloud. o Completion of setup, configuration, and data requirements inside Office 365. o Completion of the UAT Agenda Templates. o On time Pilot meeting Go-Live. o On time successive Go-Live rollouts for all Directorates per the rollout plan. 1.4. Guiding Principles The following statements have been established by the Team Leaders who are responsible for this project and are intended to lead and guide all project stakeholders in any situation they might face during the project. These Principles are essential to the decision-making processes as they align with organisation principles and careful attention should be applied to ensure no decision made contradicts any of these principles. The Guiding Principles are:  Positivity in keeping discussions positive and work together to solve problems and meet challenges as one team.  Flexibility to change business process if necessary and adopt standard configuration to reduce the need for changes and the flow-on impacts on project costs.  Understand and adhere to requirements – ensure the project scope, activities and subsequently testing closely follow project requirements.  Be proactive and take initiative in applying these principles and identifying and solving problems as they arise. 5 2. PROJECT METHODOLOGY The methodology that will used to deliver the project is based on the standard ClerkBase project methodology used for implementing ClerkBase solutions. It emphasises the City of Diamond Bar and ClerkBase teams working collaboratively on how to complete the project, to avoid obstacles where possible and overcome them pro-actively when they occur. A key objective is to deliver the expected business benefits as early as possible, with the initial Go-Live(s) getting the basics in place. It is recommended, that after the initial Go-Live(s), the City should introduce a continuous improvement plan to establish a program of delivering ongoing business benefits via ClerkBase configuration enhancements and new software releases. 2.1 Change Management The project will have an impact on the way City users perform their roles and tasks, to a greater or lesser degree, this impact needs to be carefully and effectively managed. Facilitating effective Change Management will be a key success factor for the project and will be critical to achieving the expected business benefits. Helping people prepare and adapt to new processes is necessary to successfully use any system to its’ full advantage. Change Management will have a direct impact on:  How quickly users are up and running on the software.  How many people demonstrate ‘buy-in’ and are using the software.  Proficiency, or how well individuals can perform compared to the level expected. ClerkBase will take necessary steps and apply resources to transition the City from the existing solution to the new ClerkBase solution with minimal impact on current operations, it is however, important that the City manages Change Management, prepares for the change, then manages and reinforces the changes within the City’s business. A strong focus will be required on internal Communication and Training planning. 2.2 Project Approach The approach that will be taken is that Project Operations and IT Support will be provided by the City. ClerkBase will provision the server and database software for hosting City’s data in the ClerkBase Cloud insofar as the data is held by ClerkBase. Data held on Microsoft’s cloud will be configured as part of the Office 365 setup. In addition to this, ClerkBase will provide for training, implementation, and project management services as itemised in the contract for services. The City’s Project Team will manage internal communication and Change Management activities with support from ClerkBase Consultants and undertake required setup and UAT activities (as well as any other defined data cleansing / configuration sub-projects), reporting back to the Project Manager (or other nominated ClerkBase Project Team Members) as to their progress. 6 The following graphic shows the project Life Cycle and includes key activities: 2.3 Implementation Process The implementation process will establish the system by:  Installing and configuring Office 365 as City’s preferred online editor.  Installing and configuring the web application within ClerkBase Cloud Web Services  Working with City staff to analyze the City’s current Business Operating Practices (BOPs) for Agenda and minutes preparation and actioning, providing advice and direction in relation to associated application configuration; and  Conducting UAT against nominated scenarios within the City’s TEST account to verify software efficacy. In addition to this methodology:  Setup data will be available in the LIVE account following successful completion and sign off of UAT.  Demonstrations and training will be provided for all staff groups; and  Assistance will be provided to the nominated Project Team Member to assist with finalising configuration within the TEST account during the initial stages of UAT and pre-go-live. 2.4 Innovation in Project Delivery In response to the Covid-19 pandemic, ClerkBase has switched all off its training programs to be delivered online utilising Microsoft Teams. City of Diamond Bar is invited to set ClerkBase up as a Guest User on their internal Microsoft Teams system (if applicable) which will enable the key administrators from the City to communicate seamlessly with their dedicated ClerkBase Implementation Consultant. All training will be delivered using online tools based around Microsoft Teams and as a fully web-based application, Administrators and End Users are able to access Doc Assembler from any location including when working from home. Since Covid-19 enforced the need to work from home we have been able to move to online training without any issues. ClerkBase has delivered numerous full implementations in this manner. Refer to https://harboursoftware.com.au/training-moves-online/ as an example of this experience. 7 2.5 Go-Live Strategy Following sign-off of the UAT process, required document templates will be copied from the Training folders to the LIVE folders for documents related to the Agenda Templates, Meeting Procedures and Minute Types by ClerkBase (this will be immediately following finalisation of the UAT period preceding go-live). Following this, the City will need to ensure users not part of the Pilot Go-Live meeting is “de-activated” until such time as their meeting type is scheduled for go- live. Communication to the Meeting Go-Live group should promptly follow this activity to “remind” them of the requirement to submit reports via the new web portal function. With respect to the Meeting Go-Live group, consideration should be given as to those participating and it is suggested that this group represent City’s Champions as well as adequate diversity in report writer types to ensure a broad spread of users. It is suggested that after the initial Meeting Go-Live period, a “pause” in the project for one meeting cycle is observed. This will ensure that any ‘teething’ issues can be resolved over the subsequent cycle ahead of further groups take up. The second wave of go-lives will be for the remainder of report writers and will be deployed Directorate by Directorate. Refer Appendix B – Go-Live Schedule (TBC). 8 2.6 Proposed Staged Rollout For Cities who have various Committee Meetings, Local Boards, Panels, Forums, Workshops, City Meetings and/or Local Authority meetings we recommend a staged rollout. As part of the staged rollout the City, in conjunction with ClerkBase, will determine the number of meetings per stage, resulting in one or many stages that best suit both parties. Each stage may include the setup and testing of the agenda, minutes and actions including assembly and distribution, with hands on go-live support. Key benefits:  Allows you to strategically deploy our software across City teams.  Allows for easier management across meetings and staff.  Allows a pause between stages to aid the Change Management process and allowing for process refinement between stages.  Assess product performance and features along the way and adjust.  Breakdowns the project implementation into manageable parts. Essentially the implementation process will be replicated across the multiple meeting types to enable a staged and managed rollout to ensure that the project is delivered successfully across a broad target audience. 9 3. PROJECT SCOPE This section details the project scope. The products, features which will be delivered are listed. Additionally, the implementation services which apply to all parts of the project have been described. Note: Product features and functionality will be implemented based on the standard configuration available and recommended by ClerkBase. City of Diamond Bar will be required to provide ClerkBase with their basic requirements for configuration including corporate styling and meeting types. Time will be scheduled to discuss and confirm prior to the start of Administration training. 3.1 Project Scope and Exclusions  To provide services as per contracted and as further detailed within this Plan.  Change Management and Communications issues are to be handled by the City.  Any required data cleansing activities are the responsibility of City and should be conducted prior to delivery of any agreed data sets to ClerkBase for upload.  Demonstrations and training events will be delivered as per the Plan. Additional demonstrations and training requested will be provided at ClerkBase’s discretion and ClerkBase reserves the right to issue project variations in relation to authorised variations to the program.  Any additional enhancements, integrations and or new feature requests are excluded from the project scope and will either form part of the contract or additional discovery discussions and or quotations. 10 3.2 Project Scope Solution Features Doc Assembler 1 Template creating and maintaining. 2 Document Assembly for meetings and reports. 3 Reporting templates 4 Type configuration for Meetings, Minutes, Venue and Custom Fields. 5 User setup and permissions 6 Optional automatic production of a table of contents, order of business and document outline. 7 User Assignment Groups for workflows 8 Notifications and reminders for item assignments to ensure that information is produced on time. 9 Publishing of the assembled PDF to one or more destinations. 10 Processing of minutes and actions for meeting type documents. 11 Action and Resolution Registers 13 Comprehensive reporting modules. 14 Live Minute Taking (optional) 15 Meeting Planner (optional) 16 Web Publishing (optional) Docs on Tap Admin 1 Create and maintain folder distribution folder structure. 2 Control the distribution and structure for the delivered content. 3 Import documents and attachments for distribution. 4 User setup, roles and permissions based. 5 Notification emails 6 Document controls and permissions Docs on Tap App 1 Access documents and attachments based on permissions. 2 Auto watermark on confidential documents 3 Document Controls 4 Full text searches of documents 5 multi-tab feature for opening documents. 6 Annotate, comment and share (where applicable) 7 Background data synchronization 8 Device agnostic - able to be run on any platform which can support a modern browser. 11 3.3 Integrations Available The Electronic Document Records Management System (EDRMS) integrations currently available are as follows – This list is not exhaustive as new integrations are frequently added at a client’s request. Note that the Records Management System is not provided or supplied by ClerkBase. Interface System Records management  InfoXpert  Laserfiche  Objective ECM  Sharepoint  TechOne ECM  TRIM / Content Manager 3.4 Enhancements and/or New Feature Requests We follow the Agile Methodology with an interactive approach to product development which emphasizes on collaboration, adaptability, and responsiveness to changing requirements throughout the development process, including four phases:  Discover – gather insights and explore customer needs.  Define – outline the problem statement and product version.  Develop – Generate and test solutions.  Deliver – bring the product to customers. All enhancements and new features developed by ClerkBase are automatically available for the City to use or not via our release process. The City may opt for additional development to suit their internal process or software solutions; in this instance we will review to ensure the potential change will benefit our product development plan and we may quote or charge for additional development relevant to change required. 3.5 Data Migration Data migration for Doc Assembler is limited to historical resolutions and actions. City is responsible for the extraction of their data and must provide the data in the ClerkBase format for a successful import. 3.6 Implementation Services ClerkBase training provides focused sessions in the build and learning of the product. The learning strategy is structured to provide detailed operational training to Key Users and is a critical step in the success of implementation and go-live. Notes:  During Project Design, Scope and Kick Off phase, in consultation with the ClerkBase Lead will examine requirements and schedule the training as required.  This will include the allocated days for Administration and End User training. 12  Should additional time be required (over and above the budgeted days) this can be added to the project scope via a Project Change Request.  Administration training timeframes will typically be 9am – 3.30pm or agreed times that suit both Parties.  Administration training includes the creation and testing of City meetings and templates.  End User training typically takes 1.5 hours per session of 10 users. ClerkBase can typically conduct up to 3 sessions in one day, depending on timings. Administration Training ClerkBase provides administration training for the key Governance and/or Admin staff at the City who will be responsible for the ongoing creating, processing, maintenance and distribution of agendas, minutes, and actions within Doc Assembler. Throughout the Administration training the following items will be covered:  Creation and testing of templates (master documents) for your meetings.  Meeting Types, Minute Types, Custom Fields (e.g., Strategic Plan values) and Venues for use within those meeting documents.  User maintenance, including creation of Assignment (Workflow) Groups.  The use of Docs Overview to view current Meetings/Items.  Creation and testing of Meetings (including Reports, Agendas, Minutes and Actions) to test that the Templates are working correctly. End User Training ClerkBase provides End User training for Doc Assembler Report Writers and Approvers, and Docs on Tap App users. Doc Assembler Reports Writers and Approvers who are responsible for either writing, co-authoring, reading or approving reports, notes:  City Governance/Admin team are responsible for the user access and permissions.  Maximum of 10 users per remote session  A session runs for approximately 1.5 hours. Docs on Tap App users such as Councillors or Elected members, notes:  City Governance/Admin team are responsible for the user access and permissions.  No limit to the number of users per remote session  A session runs for approximately 1 hour. Note: ClerkBase provide a wide range of training materials, including User Guides, Quick Guides, access to Solutions and a full user manual to assist staff. 13 3.7 Consulting Services The following table outlines the consulting activities and services that will be provided by ClerkBase during the project in addition to the those listed elsewhere in this section. Activity Detail Technical Servicers Site setup and assistance with SharePoint and AD criteria, and the import of historical data as mentioned above. Training Administration and end user training which includes the training details mentioned above. Acceptance Testing As part of the training phase City will have the opportunity to test and configure meetings, during this time ClerkBase are available to assist. Go-Live ClerkBase provided Go-Live Support before, during and after the go-live meeting, as agreed during the project kick off. Post Go-Live Post Go-Live support is supplied via our Freshdesk solution and Support team. 3.8 Constraints and assumptions At this point in time, the following constraints and assumptions have been identified:  It is the responsibility of the City’s Project Manager to identify key contacts at the City which ClerkBase can liaise with in relation to technical (Office 365 Configuration/Network Configuration/eDRMS) and operational issues (subject matter experts).  It is the City’s responsibility to prepare and implement a Staff Communication & Engagement Plan as soon as the City has committed to moving ahead with this project.  It is assumed that key staff will be available to ClerkBase Consultants during critical project phases, that being onsite and key milestone task delivery dates. It is further assumed that absences of key staff covering critical project tasks/timeframes will be carefully considered prior to approval.  It is the City’s responsibility to engage with ClerkBase Consultants and provide feedback as requested as well as supply internal procedures upon project commencement.  The City is to be responsible for provision of IT hardware and software support in relation to any mobile devices used by City.  Doc Assembler V24.11.### will be the base version of the application required for the software implementation.  Further upgrades may be necessary during the lifetime of the project in the event that any critical front-end fixes are identified and resolved during the UAT process.  City Project Team Members should be allowed sufficient time to complete required project tasks and/or provided reasonable support from other/additional team members. Failure to do so may lead to less than satisfactory outcomes for the City.  It is the City’s responsibility to review and consolidate the format of report and document templates across the organisation. A standardised format will be necessary to ensure a smooth rollout across the organisation for each template type.  All Training and services will be delivered online by ClerkBase unless otherwise specified in the Project Plan.  Demonstrations will be conducted using sample agenda templates.  It is the responsibility of the City to identify a suitable Pilot Group and City’s Champions for the initial implementation and rollout as well as indicate the preferred approach for the whole of organisation rollout (inclusive of meeting cycle dates). 14  The City will undertake any relevant data and / or configuration / cleansing / review activities in collaboration with ClerkBase consultants.  The City will be responsible for deployment of the Doc Assembler web page and login instructions to City staff and for the deployment of the Docs on Tap app to mobile devices. 3.9 Project Risk Governance Below details the approach, rating, and governance model in relation to managing risks associated with this project. It is suggested that review of the Project Risk Register (Refer Appendix C) is incorporated into every Project Status Report (PSR) meeting. Rating for Likelihood and Seriousness of each Risk L Rated as Low E Rated as Extreme (use for seriousness only) M Rated as Medium H Rated as High NA Not Assessed Grade: Combined effect of Likelihood / Seriousness Seriousness Likelihood Low Medium High Extreme Low N D C A Medium D C B A High C B A A Recommended actions for grades of risk Grade Risk mitigation actions A Mitigation actions, to reduce the likelihood and seriousness, to be identified and implemented as soon as the project commences as a priority. B Mitigation actions, to reduce the likelihood and seriousness, to be identified and appropriate actions implemented during project execution. C Mitigation actions, to reduce the likelihood and seriousness, to be identified and costed for possible action if funds permit. D To be noted - no action is needed unless grading increases over time. N To be noted - no action is needed unless grading increases over time. Change to Grade since last assessment NEW New Risk ↓ Grading decreased - No Change to Grade ↑ Grading increase A summary of project related risks will be added upon project initiation. These risks will further be classified in Appendix C (Project Risk Register). From our learnings we have identified the following Risks and will work alongside the City to mitigate the impact. 15 No. Risk Mitigation R1 Staff availability Confirm availability and timeframes before commencement. R2 Accessibility to key City decision makers Determine key decision makers before commencement. R3 Product release No release during training or go-live R4 IT configuration Complete IT configuration in advance of training. R5 Internal Change Management City internal ownership of internal communication, with concise change management process. R6 Unforeseen City styling changes post project commencement. Confirm styling with key decision makers before training. R7 Failure to participate in key training session City to ensure staff participation as per agreed timelines. 3.10 Interested Parties The interested parties are nominated per below.  City of Diamond Bar  ClerkBase 16 4. PROJECT SCHEDULE The Project will be managed using the Implementation Plan Timelines (Appendix D). The project key phasing reflects the ClerkBase methodology and is as follows:  Phase 1 – Project Initiation & Planning  Phase 2 – Pre-Implementation  Phase 3 – Implementation & Go-Live  Phase 4 – Project Review 4.1 Desired Outcomes The desired outcomes will be that during the duration of the project the City will be able to maintain core business functions; whilst working towards:  All City staff having attended both a demonstration and training session with respect to the Digital Meeting software.  All City staff demonstrating their engagement with the product by generating and accessing reports using the ClerkBase “Docs” suite of software. 4.2 Timeline Example 1. Project Scheduling and Kick Off – week commencing September 02 (on going management) 2. Setup & Configuration – (City of Diamond Bar involved for 1-2 hours) – week commencing September 09 3. Admin Training (Doc Assembler) – week commencing September 23 4. Admin Training (Docs on Tap) - week commencing September 30 5. User Acceptance Testing - week commencing October 07 (see below information) 6. Admin Review (Doc Assembler and Docs on Tap) – week commencing October 14 7. End User Training - week commencing October 28 8. *Go-Live - week commencing November 11 Go-Live* includes hands on assistance with a live City agenda and minutes run, project review and transition to support. 4.3 User Acceptance Testing or Quality assurance Allows for the City to determine to what degree the solution meets City ‘real world’ processes and determine if any adjustments or gaps appear that may impact useability, and with ClerkBase determine an appropriate way forward using a risks and impact matrix. If needed the City can leverage from our ClerkBase standard process and functional test plan or create their own. Key UAT or QA outcomes: 17  City can perform their required process.  City can assemble and distribute documents as needed.  Ensure critical product features function as required.  Any gaps are identified, and a way forward provided. ClerkBase functional test plan provides information, control cases and general functions. Allowing users to understand the purpose, expected result, and pass or fail items. Test Plan snippet: 18 4.4 Go-Live Impacts  Consideration should be given in relation to the anticipated support needs for end users within each “go-live” group prior to taking decisions around the phased go-live participants and timeframes.  Consideration should be given in relation to staff assigned to go-live who are unavailable to participate in scheduled demonstrations / training and how this will be handled.  Resource availability should be considered with respect to the key operational Project Team Officer/s given during “go-live” periods to ensure support is provided to cover usual tasks during this time processing as their usual tasks will be ongoing (as well as demands for end user support in using the portal).  During the rolling go-live period, configuration needs to be verified and updated to ensure any changes that have occurred between the testing and go-live periods are reflected; and  Provision should be made prior to project closure to update City Procedures as required including the City’s Induction program to include coverage of report submission. 4.5 Communication and Escalation A shared understanding of communication and escalation pathways is of significant importance to the success of any project. As such, communication and escalation pathways are defined as follows:  The Project Manager (or a delegated Officer) is responsible for the coordination of all internal corporate level communications regarding key Project Tasks effecting business operations E.g. Go-Live Date(s), Training Room and Materials Booking(s), Expected Outages, Staff Communications etc.  Other Team Leaders are responsible for relevant communications within their teams as to specific tasks / events within the project.  ClerkBase communication with the City will be limited to members of the Project Team and/or their nominated/delegated Officers (in exceptional circumstances).  Implementation-related issues are to be logged as they arise with the appropriate Project Team Member and communicated to both the ClerkBase and the City Project Managers who will coordinate all required activities.  All members of the Project Team are to be available for communication to a reasonable level during business hours to ensure smooth flow of project tasks. Difficulties with accessing project team members on an ongoing basis should be escalated to the Project Manager.  Should Project Team members be unavailable and not contactable for any duration longer than 2 continuous working days (due to leave, other absences or other critical activities), they should communicate this to the Project Manager (City) or the Project Manager (ClerkBase). The Project Managers should always be made aware of these movements.  Should any Project Team members exit the Project whilst it is active, the Project Manager should be notified. For example, if a Team Member resigned at City of Diamond Bar, the City Project Manager should be notified and in turn advise the ClerkBase Project Manager and vice versa to ensure project milestones are unaffected.  In the case that a critical task is at risk of not being completed by the responsible officer within required timeframes and a Project Team Member is aware of this, the relevant Project Manager should be alerted. These risk(s) should in turn be escalated as an issue.  It has been agreed that Project Team Meetings will be convened once per month or as stipulated, once adopted. 19 5. APPENDIX A – City Meeting Dates Month Ordinary Council Committee 1 Committee 2 November 19 November 2024 December 3 December 2024 17 December 2024 January 7 January 2025 21 January 2025 20 6. APPENDIX B – Go-Live Schedule Month Go-Live Grouping (SAMPLE) Meeting Cycle November Pilot Meeting TBC Project Pause TBC December Directorate A (Control Group 1) TBC Directorate A (Control Group 2 & 3) TBC 21 7. APPENDIX C – Project Risk Register (SAMPLE) Project Risk Register Id. Impact on Project Assessment of Likelihood Assessment of Seriousness Grade (combined Likelihood and Seriousness) Change Date of Review Mitigation Actions (Preventative or Contingency) Responsibility for mitigation action(s) Cost Timeline for mitigation action(s) 1 Project milestone delays M L D NA Manage upgrades. Review release notes. JW/BT Ongoing 2 Project milestone delays M H B NA Allocate further resources. Adjust project plan. PSR meeting standing item. TB/BT/SL Ongoing 3 Project milestone delays and outcome non delivery H H A NA Allow sufficient time for testing and issue resolution. PSR meeting standing item. TB/SL Ongoing 4 Lack of adequate levels of take-up Project outcome misses M M C NA Ensure Communication Strategy is in place. Ensure all activities are completed per strategy. DD Until full go-live is achieved 22 8. APPENDIX D – Implementation Plan Timelines 1. Project Scheduling and Kick Off – week commencing September 02 (on going management) 2. Setup & Configuration – (City of Diamond Bar involved for 1-2 hours) – week commencing September 09 3. Admin Training (Doc Assembler) – week commencing September 23 4. Admin Training (Docs on Tap) - week commencing September 30 5. User Acceptance Testing - week commencing October 07 (see below information) 6. Admin Review (Doc Assembler and Docs on Tap) – week commencing October 14 7. End User Training - week commencing October 28 8. Go-Live - week commencing November 11 23 Copyright © 2024 All rights reserved. No part of this publication may be reproduced or used for any purpose other than as a specification for ClerkBase to perform the services described within it, without the prior permission of ClerkBase. Supersession Upon receipt of this document please ensure any earlier versions are destroyed. No earlier versions may be retained without the written permission of ClerkBase. Version: V1.1 Version Date: 25 July 2024 24 DOC ASSEMBLER Training Plan 2 Contents Training Schedule ................................................................................................................................................................ 3 Week 1 – Template Creation ............................................................................................................................................... 3 Week 1 – Minute Processing & Action Items ...................................................................................................................... 5 Week 2 – Docs On Tap / Admin Review .............................................................................................................................. 6 Week 2 – Report Writer Training ........................................................................................................................................ 8 3 Training Schedule Week 1 – Template Creation Day 1 Session Time Details Attendees 1 8:30 am to 9:30 am Doc Assembler & Docs on Tap Solution Overview IT & City Clerk Staff 2 9:30 am to 12:00 pm Doc Assembler Template creation, document assembly & publication. Walkthrough of creation of the Committee Meeting Agenda template, then create and publish a document instance. City Clerk Staff 3 Rest of day Creation of templates by trainees, including setup of custom fields Committee Meeting Council Meeting Other templates – TBA e.g. EMT Meeting, OHS Meeting City Clerk Staff (ideally one template to create per attendee – otherwise multiple staff can work together on a template) Day 2 Session Time Details Attendees 4 8:30 am to 10:00 am Template Creation – System Configuration Settings (Custom fields, Assignment Groups, Meeting Types, Meeting Venues, Voting, User Configuration & Review) City Clerk Staff 5 10:15 am to 12:30 pm Template Creation - System Configuration Settings (cont’d) City Clerk Staff 12:30 pm to 1:15 pm Lunch 6 1:15 pm to 3:00 pm Template Creation City Clerk Staff 7 3:15 pm to 4:30pm Review of Templates/Outstanding Issues (if any) City Clerk Staff 4 Day 3 – Day 4 Session Time Details Attendees 8 8:30 am to 12:30 pm Template Creation (cont’d) City Clerk Staff 12:30pm to 1:15pm Lunch 9 1:15pm to 3:00pm Template Creation (cont’d) City Clerk Staff 10 3:15pm to 4:30pm Review of Templates/Outstanding Issues (if any) Training Goal Staff attending this training segment will have an overview of the technical configuration of Doc Assembler and a detailed understanding and capability to create, maintain and deploy templates to be utilised within the application including a thorough understanding of the user configurable options provided by the system to enable them to tailor the application to suit the specific business needs and processes of the Council. Learning Objectives At the conclusion of this training segment, attendees will be able to:  Create new users  Add and maintain both ‘Simple’ and ‘Complex’ templates  Understand and configure Style sheets  Create new documents from template  Publish Documents to multiple sources (Docs on Tap, eDRMS, Email, FTP)  Understand and manage assignment rights  Understand and manage notifications  Understand and manage publish destinations including Docs on Tap and email. Activities Staff will undertake a hands-on approach to the training sessions working in to create templates that will be utilised in production by Council. This will include creating new users, creating agreed templates configured utilising the style sheets and template options provided by the application. Creation of the templates will provide for the Agenda structure for a selected number of committees to be created including each section of the document. Staff will utilise the configuration options within the application, including the style sheet and various options within the Template configuration area to tailor the template to reflect the business needs of Council. Having created templates, attendees will create Agenda documents based upon these for the purposes of generating test reports to facilitate the assembly and publishing of the documents for testing purpose. 5 Expected Outcomes It is expected that Staff will be able to produce templates in the format required to suit the business needs of the Council as well as to be able to maintain and control how a document is assembled utilising the configuration settings within Doc Assembler. Staff will be able to add new users including permissions and assignment rights, and to manage the flow of approvals within the application. Evaluation of Outcomes Ability of staff to produce and maintain document templates and to manage the flow of the documents within the organisation and the creation of new Agenda’s based upon the templates configured within the application. Week 1 – Minute Processing & Action Items Day 5 Session Time Details Attendees 1 8:30 am to 10:00 am Minutes Process Overview City Clerk Staff 2 10:15am – 12:30pm Configuration Minutes including Minute Types. City Clerk Staff 12:30pm – 1:15pm Lunch 3 1:15pm – 3:00pm Continuation of Minute Processing City Clerk Staff 4 3:15pm – 4:30pm Action Items City Clerk Staff Training Goal Staff will have a detailed understanding of the Minute Processing features of Doc Assembler and the configuration options provided by Minute Types within the application. In addition, staff will have the ability to create and manage Action Items within the application. Learning Objectives At the conclusion of this training segment, attendees will be able to:  Understand and manage Minute processes  Create and maintain resolution types (minute types) including configuring standard text  Understand and manage Action Item process  Be able to assign multiple action items arising from minutes  Be able to report on Action Items. 6 Activities Staff will undertake a hands-on approach to moving an existing agenda from Authoring Mode into Minutes Mode and replicate the minute processing activities from a live meeting utilising a subset of existing reports from a recent Council meeting. Upon completion of the minutes the Agenda will move from Minutes Mode into Action Mode with the end users assigning Action Items to a select sample of staff. Expected Outcomes Ability for end users to create and maintain minute types and capture minutes in real time within a meeting. Evaluation of Outcomes Successful capture and generation of minutes in a live setting and ability to produce the final copy of minutes within Doc Assembler. Week 2 – Docs On Tap / Admin Review Day One Session Time Details Attendees 1 8:30 am to 10:00 am Administration Review – Doc Assembler City Clerk Staff 2 10:15 am to 12:30 pm Administration Review – Doc Assembler City Clerk Staff 3 1:30 pm to 2:30 pm Doc Assembler & Docs on Tap System Configuration & User/Role Maintenance IT & City Clerk Staff 4 2:30 pm to 3:30 pm Docs On Tap Web Portal admin i.e. uploading documents& attachments, setting up folder structure, managing document roles & security IT & City Clerk Staff 5 4:00 pm to 5:00 pm Docs On Tap iPad App training – viewing and annotating documents. IT & City Clerk Staff Training Goal Staff will have an understanding of the Docs On Tap web portal and app and the features provided by the solution to manage the distribution of documents to end users including the process for managing users and the rights/privileges that they have within the app and a detailed knowledge of the security aspects of Docs On Tap, including an understanding of how to utilise the app as an end user. 7 Learning Objectives At the conclusion of this training segment, attendees will be able to:  Create New Users  Manage Permissions within the App  Upload Documents  Manage and control distribution of confidential documents  Utilise Docs on Tap App including ability to o view documents o Make annotations o Share Annotations with other users Activities Staff will undertake a hands-on approach to training and undertake the process of setting up end users, setting up Roles, assigning end users to those roles, creating folders and assigning permissions via the roles as well as managing the folder structure to be used within the app and the uploading of documents to those folders. It is a requirement that staff attending this session have access to a mobile device to be able to utilise the app as an end user as well as accessing the web portal to manage the solution. Expected Outcomes Ability of staff attending to manage the creation of new users, manage roles and the assignment of access rights to end users as well as the ability to utilise the features of the app on a mobile device. Evaluation of Outcomes Ability to manage the app via the web portal including:  Creating new users  Creating new roles  Assigning end users permissions  Uploading new documents In addition, staff should demonstrate the capacity to utilise the app on a mobile device for the purposes of viewing and annotating documents. 8 Week 2 – Report Writer Training Day 2 – Day 5 (as required) Note – Multiple Sessions to be run over each day – assuming 3 sessions per day @ 10 attendees per session Session Time Details Attendees 1 8:30 am to 10:30am Doc Assembler report writing – authoring & reviewing. Report authors & reviewers 2 11:00pm – 1:00pm Doc Assembler report writing – authoring & reviewing. Report authors & reviewers 3 2:30 pm to 4:30 pm Doc Assembler report writing – authoring & reviewing. Report authors & reviewers Training Goal End Users will have the ability to log into Doc Assembler and have a detailed understanding of how to manage and work with documents that they have permission to view as either an author, co-author or Reviewer/Approver and how to access Action Items which have been assigned to them. Learning Objectives Staff will be able to:  Navigate around the Dashboard  Understand the various categories of documents (Author/Co-Author/Reviewer/My Documents/Action items)  Create (subject to permissions) new report items for selected Agenda’s  Edit Existing report items (subject to permissions)  Manage Attachments  Manage Publish destinations within HP TRIM  Work with Assignments  Copy or move items from one meeting to another  Mark as complete Items  As a Reviewer, re-open and assign Items Activities Staff will participate in a hands-on training session and be able to add and create new report items, to share the report items (assign) within the training session as well as upload attachments to the report item. 9 Expected Outcomes Attendees to have the ability to create and maintain reports from within the Doc Assembler Dashboard including the ability to upload new attachments, work with assignments, nominate publish destinations within EDRMS and to mark an item as completed. Evaluation of Outcomes Staff will be able to demonstrate understanding by creating a new report and working in conjunction with a co-author through to marking the report as complete. 10 Copyright © 2024 All rights reserved. No part of this publication may be reproduced or used for any purpose other than as a specification for ClerkBase to perform the services described within it, without the prior permission of ClerkBase. Supersession Upon receipt of this document please ensure any earlier versions are destroyed. No earlier versions may be retained without the written permission of ClerkBase. Version: V1.1 Version Date: 25 July 2024 11 DOC ASSEMBLER Handover and Support 2 Table of Contents CONGRATULATIONS ............................................................................................................................................................ 3 WHAT NOW? ....................................................................................................................................................................... 3 SHORT-TERM ....................................................................................................................................................................... 3 MEDIUM/LONG-TERM ........................................................................................................................................................ 3 KEY CONTACTS .................................................................................................................................................................... 4 SERVICE LEVEL AGREEMENT ............................................................................................................................................... 5 SUPPORT SERVICES ............................................................................................................................................................. 5 SERVICE LEVELS ................................................................................................................................................................... 9 Definitions................................................................................................................................................................................ 9 Response Times and Resolution Times .................................................................................................................................. 10 CONFIDENTIALITY .............................................................................................................................................................. 11 3 CONGRATULATIONS Congratulations, you have just gone live (or are about to!) – Well done and welcome on board with ClerkBase, the hard bit is done, and we are looking forward to working with you now that you are about to get back to Business as Usual. WHAT NOW? The Implementation process is always a hectic time but now that you have the system up and running its time to start getting the benefits of the solution in your day-to-day business. So, what can you expect from ClerkBase in the short and medium to long term? SHORT-TERM You have spent a fair bit of time with your implementation consultants getting the system configured and tweaked just right for your organisation and in the short-term we will ensure where possible that your consultant will be available to support you with any questions or follow up through the support desk as they will be the most familiar with your installation. Beyond the first 30 days however (or after your first held meeting) you will be transitioned across to our help desk team. At that point the service levels specified in the Service Level Agreement which forms part of this document will apply. MEDIUM/LONG-TERM You’re off your learner’s permit, you’ve run your first meeting, and you’re now starting to feel like the hard work is all coming together! As part of that process, it’s now time to start engaging with our Help Desk team to resolve any queries or support issues that you may encounter. We all know and appreciate that not everything goes according to plan in life, but in the case of Doc Assembler and/or Docs on Tap, when that happens you can be confident that we are here to help and be of assistance as and when you need it. Enlisting the help of our Support Team is easy, simply utilize one of the following options:  Select Support from the bottom of the Doc Assembler / Docs on Tap dashboard or  Send an email to: support@clerkbase.com or  Go to our Support Site and create a ticket: https://clerkbase.freshdesk.com/support/home or  Give us a call: 401 727 1567 4 When lodging a support ticket, it is important to provide the following details: Specify what the question relates to:  Product – Doc Assembler or Docs on Tap  Support Issue or Request for Change  Template Maintenance/ Document Assembly / Minutes / Actions  Document or Template Name – if applicable  Report Item Number – if applicable  Relevant Screen Shots  Ensure ClerkBase Support is assigned admin permissions to the Agenda or Template. KEY CONTACTS  Support Support Email: support@clerkbase.com Support Site: https://clerkbase.freshdesk.com/support/home Support Phone: 401 727 1567  Contract Management: Jay Rosenfield jay@clerkbase.com  Technical Support: Dennis Corrado dennis@clerkbase.com  Implementation Consultants: Refer to details of the Implementation Consultant engaged in your project.  Billing Enquiries: finance@clerkbase.com 5 SERVICE LEVEL AGREEMENT This section outlines the Service Level Agreement applicable to your installation. SUPPORT SERVICES Scope ClerkBase will provide the Customer with the Support Services for the Doc Assembler and Docs on Tap software (“Docs” suite of software) as described in this Schedule. ClerkBase is not required to provide the Customer with Support Services in relation to matters or issues associated with Customer Software Applications, Customer Hardware, telecommunications services used by the Customer, Customer Content or Customer networking issues unless they are included in the scope of a Service Contract. ClerkBase Service Desk ClerkBase will: a) provide the Customer with access to the Service Desk to assist the Customer’s internal support team with any Support Requests relating to the “Docs” suite of software; b) receive Support Requests by telephone or email, however Support Requests which have an Emergency or High Priority Level must be logged via (or followed up immediately by) telephone only; c) record each Support Request by generating a record in the ClerkBase Service Management System. The record will include all relevant details that the Customer provides relating to the Request, including: i. contact name and telephone number; ii. details of the relevant “Docs” suite of software; iii. the location details where the Support Request has been experienced (if applicable); iv. details of the Support Request; and v. the steps already taken by the Customer's internal support team to address the Support Request. d) generate a Support Request as a result of any alerts or performance issues detected by its own remote monitoring and management systems; e) provide a summary of all Support Requests as part of ongoing reporting; f) actively manage Support Requests and resolve actions and issues for open Support Requests in a timely manner; and g) ensure the Service Desk is available for the lodgement of Support Requests during Service Hours, provided that Support Requests which have an Emergency Priority may be lodged 24 hours a day, 7 days a week. Customer Support Team a) The Customer must: i. establish and maintain a Customer Support Team with sufficient personnel and expertise to provide Level 1 Support to Authorised Users who require assistance with technical issues or faults; and ii. notify ClerkBase of the names and contact details for its Customer Support Team. 6 b) The Customer must: i. provide its Authorised Users with Level 1 Support (ClerkBase is not responsible for providing Level 1 Support to Authorised Users); ii. ensure that all support enquiries made by Authorised Users are directed to the Customer Support Team; and iii. ensure that no one other than its Customer Support Team lodges Support Requests with ClerkBase. c) The Customer Support Team must use reasonable efforts to address or resolve issues before requesting technical support services from ClerkBase. d) The Customer Support Team must promptly lodge a Support Request with the ClerkBase Service Desk if the Customer Support Team is unable to address or resolve a Support Request. e) The Customer must reasonably nominate a suggested Priority for each Support Request (in accordance with the designation levels specified in this Schedule). f) The Customer must provide the Service Desk with a competent description of the Support Request, the conditions under which it can be reproduced, and such diagnostic information as ClerkBase reasonably requests for diagnosis of any fault in a timely manner. g) The Customer must test any workaround, fix or diagnostic update ClerkBase provides for a Support Request in accordance with ClerkBase’s instructions in a timely manner. h) Where the Customer does not have a Customer Support Team the Administrator may fulfil the obligations in this clause. i) The Customer must pay any Charges related to Support Requests outside of the scope of the ClerkBase Support Services. Support Request Handling a) ClerkBase will be responsible for classifying all contact made with its Service Desk as being: i. an Issue; or ii. a Request. b) ClerkBase will be responsible for prioritising each Issue and Request in accordance with the prioritisation guidelines (Priority Levels) in this schedule. ClerkBase will: i. ensure that its co-ordinators assign the appropriate technical support staff to resolve each Support Request; ii. escalate Support Requests to third parties as required; iii. monitor, track and report progress of all Support Requests until closure; and iv. provide updates to the Customer Support Team until the response to each Support Request is completed and finalised. 7 Issue Prioritisation The tables below map the priority of an Issue based on the impact and urgency that the unresolved service interruption is having on the business: Impact Description Single Person Only a single person or device is directly impacted by the issue. Multiple People Multiple individuals or business units affected. Widespread degradation in system performance. Entire Location Multiple sites, main site or whole organisation affected. Single site where multiple individuals or business units affected. External customers affected. Urgency Description No Rush A single function of a priority business service is unavailable with little impact to users. A single function of a non-priority business service is unavailable. One non-production service is unavailable due to service interruption. Moderate A single function of a priority business service is unavailable with significant impact to users. A non-priority business service is unavailable due to service interruption. Immediate One or more priority business services are unavailable. Unable to complete one or more key business functions, causing severe disruption to business operation due to service interruption. A VIP is unable to perform work activities. Priority Urgency Impact No Rush Moderate Immediate Single Person Low Medium High Multiple People Medium High Emergency Entire Location High Emergency Emergency 8 Request Prioritisation The tables below map the priority of a Request based on the impact and urgency that the unresolved Service Request is having on the business: Impact Description Single Person Standard Change that affects or prevents a single person from performing their assigned role. Multiple People Standard Change that affects or prohibits a whole business unit or group from performing its assigned role. Entire Location Standard change that affects or prohibits a main site or whole organisation from performing business activities. Urgency Description No Rush No immediate risk to systems, equipment, components. Business can continue although possibly with some limitations. Standard change to non-priority business service. General request for information. Moderate Manageable risk to systems, equipment, components. Standard change to one priority business service. Immediate High, unmanageable risk to systems, equipment, components. Standard change to more than one priority business service. Standard change that affects a VIP. Priority Urgency Impact No Rush Moderate Immediate Single Person Low Medium High Multiple People Low Medium High Entire Location Medium High Emergency 9 SERVICE LEVELS Definitions Achieved Response Time The actual Response Time achieved for a Support Request. Response Written or verbal acknowledgement by ClerkBase that a Support Request has been received by ClerkBase e.g., an allocation of a "ticket" with a unique identifying number. Resolution Restoration of the applicable “Docs” Suite of software or the provision of a workaround. Resolution Time The time elapsed between a Response being given by ClerkBase to a Support Request and the Resolution of that Support Request. Resolution Time Service Level The Resolution Time Service Level for a Support Request as specified in this Schedule. Response Time The time elapsed between a Support Request being received by ClerkBase and ClerkBase issuing a Response. Response Time Service Level The Response Time Service Level for a Support Request as specified in this schedule. 10 Response Times and Resolution Times Response and Resolution Time Service Level ClerkBase will use reasonable endeavours to provide system availability in accordance with the Response Time Service Levels and Resolution Time Service Levels set out in the table below. Support Request Type Priority Response Time Resolution Time Issue Emergency < 30 minutes < 6 hours High < 1 hour < 12 hours Medium < 4 hours < 24 hours Low < 24 hours < 48 hours Request Emergency < 4 hours < 12 hours High < 8 hours < 24 hours Medium < 12 hours < 48 hours Low < 24 hours < 72 hours Any reference to time in the table above is to time elapsing during Service Hours only, except for Emergency and High Priority Issues. 11 CONFIDENTIALITY Obligations Each party (Receiving Party) receiving, possessing, or otherwise acquiring Confidential Information of any other party (Disclosing Party) acknowledges that the Disclosing Party's Confidential Information is the property of and confidential to or a trade secret of the Disclosing Party. Subject to Exceptions listed below, the Receiving Party must: a) keep the Disclosing Party's Confidential Information confidential and not directly or indirectly disclose, divulge or communicate that Confidential Information to, or otherwise place that Confidential Information at the disposal of, any other person without the prior written approval of the Disclosing Party; b) take all reasonable steps to secure and keep secure all the Disclosing Party's Confidential Information coming into its possession or control; and c) not deliberately memorise, use, modify, reverse engineer or make copies, notes or records of the Disclosing Party's Confidential Information for any purpose other than in connection with the performance by the Receiving Party of its obligations under a Service Contract. Exceptions The obligations of confidentiality stated above do not apply to any information that: a) is generally available to the public (other than by reason of a breach of the terms of this Service Level Agreement or a Service Contract); or b) is required to be disclosed by any applicable Law or the order of any Court. 12 Copyright © 2024 All rights reserved. No part of this publication may be reproduced or used for any purpose other than as a specification for ClerkBase to perform the services described within it, without the prior permission of ClerkBase. Supersession Upon receipt of this document please ensure any earlier versions are destroyed. No earlier versions may be retained without the written permission of ClerkBase. Version: V1.1 Version Date: 25 July 2024 13