2. Services. The Scope of Work is amended by adding additional work. The additional work is detailed in the attached Exhibit A.

Transcription

1 AMENDMENT TO THE PERSONAL SERVICES AGREEMENT Amendment No. 4 Agreement #105972/ Project Number: IT14AA This Amendment No. 4 to Personal Services Agreement is entered into effective between the City of Bend, Oregon ( City ) and Plante & Moran, PLLC ( Consultant ) and amends the Personal Services Agreement between City and Consultant dated August 28, 2013 for Enterprise Resources Planning Project. The City and Consultant ( parties ) previously entered into Agreement Amendment No. 1 dated November 26, 2014, Amendment No. 2 dated February 27, 2015 and Amendment No. 3 dated October 13, The Agreement is further revised as follows: 1. Effective Date; Duration. Unless sooner terminated, is amended to extend the contract expiration date to December 31, Services. The Scope of Work is amended by adding additional work. The additional work is detailed in the attached Exhibit A. 3. Consideration. Section 3 is amended by adding the following: The maximum, not-to-exceed amount of compensation payable to Consultant for Amendment No 4 is $406, The total contract maximum, not-to-exceed amount is increased to $825, In all other respects the Agreement as amended shall remain in full force and effect. Authorized and approved for signature by the City Council, acting as the Local Contract Review Board, on October 18, THE PARTIES SIGNING BELOW WARRANT, REPRESENT AND AGREE THAT THEY HAVE THE AUTHORITY TO SIGN THIS AGREEMENT AND AGREE TO ALL TERMS: CITY OF BEND, OREGON PLANTE & MORAN, PLLC BY: Eric King BY: TITLE: City Manager DATE: TITLE: DATE: APPROVED AS TO LEGAL FORM: City Attorney s Office PlanteMoran Amendment 4 Page 1 of 16

2 City of Bend Contracting & Funding Authorizations: By: Sharon Wojda, Finance Director City of Bend, Oregon Date By: Randy James, Information Technology Mgr City of Bend, Oregon Date By: Gwen Chapman, Purchasing Manager City of Bend, Oregon Date PlanteMoran Amendment 4 Page 2 of 16

3 EXHIBIT A September 11, 2017 Denise Wallace Project Manager City of Bend 710 NW Wall Street Bend, OR Dear Denise: We appreciate this opportunity to propose continuing consulting services to support the City s Leading Effective Applications and Processes (LEAP) project. We understand the City s LEAP project is a comprehensive, citywide effort to transition many of its legacy systems and processes to a new way of doing business and interacting with its citizens. We also understand the City recognizes the magnitude of such as change requires strong project management to ensure City and vendor activities are completed according to plan, opportunities for streamlined business processes are fully leveraged, and that expected efficiencies from new systems and business processes are fully realized. Plante Moran is uniquely qualified to provide continuing assistance to the City of Bend. We offer the following benefits: Value of Experience. We have been providing trusted technology advisory services to governmental clients for the last 30 years, which we believe is the most years of continuous municipal software consulting experience of any firm providing similar services to the public sector. Value of Familiarity. We have been supporting the City of Bend s LEAP efforts since its initial enterprise resource planning (ERP) needs assessment in Since then, we have become a trusted partner through the ERP selection processes, RFP development process for both the Integrated Inspections and Permitting Application and Courts Management System, selected process review and improvement efforts, and an enterprise asset management assessment. Value of Objectivity. We are independent from all public sector software providers, which allows us to provide objective advisory services in our consulting, system selection, and implementation oversight services. Value of a Strong Project Team. The core project team members proposed for this engagement have been selected for their familiarity with the City of Bend; experience with public sector systems, processes, and best practices; and their expertise in the specific systems and process areas included in the scope of this proposal. Mr. Dennis Bagley, the City s current Engagement Partner, and Ms. Nicole Simpkinson, the City s current Program Manager, will continue to serve in these roles for all future service delivery. Additionally, as firm with over 2,200 staff members, we make available deep resources and can bring in other subject matter experts and additional analysts as needed. PlanteMoran Amendment 4 Page 3 of 16

4 Based on conversations with the City and our understanding of the LEAP project, we are proposing the following services to the City: Process Review Consulting Services o Integrated Inspections and Permit Application (IIPA) Processes Review Implementation Oversight and Advisory Services o Court System Implementation Management Assistance o Fleet Management System Implementation Management Assistance o Bids Management System Implementation Management Assistance o CityView Implementation Management Assistance o Utility Billing System Implementation Management Assistance System Selection Services o Court Management System Evaluation Support Services We believe that based upon our unique qualifications and the quality of our team, we are well qualified to provide continuing services to the City of Bend. If you have any questions concerning this proposal or need to contact any of the project team members, please contact me at Very Truly Yours, PLANTE & MORAN, PLLC Dennis Bagley, Partner Northwestern Highway Southfield, MI Dennis.Bagley@plantemoran.com PlanteMoran Amendment 4 Page 4 of 16

5 1. Process Review Consulting Services The City understands the importance of streamlining business processes to fully leverage the value of new systems as well as the impact of those changes on how the City does business and interacts with citizens. Already, the City has identified a number of inspection and permitting business processes to be reviewed for improvement before CityView is implemented. This portion of our proposal outlines our proposed services for the following project: 1. Integrated Inspections and Permitting Application (IIPA) Process Review IIPA PROCESS REVIEW The City has selected Harris CityView for integrated inspections and permitting, and will begin implementation in the near future. Prior to this implementation the City wishes to examine the processes associated with planning, permitting, zoning, licensing, inspections, new asset commissioning/asset management, and related core functions to identify process and data flow improvements managed within the City s business systems. The City s primary objective is to ensure the new system implementation is viewed from an enterprise perspective and the associated process changes are clearly identified and mitigated where necessary prior to system implementation. The City is also concerned with end users being ready to manage the resulting changes once the new system is operational. Toward this end, the City wishes to build upon successes from earlier change management training and embed change management techniques throughout the project. Project Scope The scope of our proposed services include the following areas: Identify key processes that will be supported by the new IIPA software and likely key participants in each key process. Select up to 12 key processes for a deeper dive, which will include process facilitation activities including identification of issues/opportunities for improvement and future state requirements for IIPA to support. Ten of these key processes have already been identified. Create a framework and accountability structure for implementing improvements, facilitating the change process, and managing employee expectations. In order to ensure the success of this project, various City employees will need to take an active role in leading the project, participating in process improvement discussions, and managing change activities after Plante Moran s engagement ends. The City s participants will include process owners and those impacted by various process activities. In several cases, these participants will be employees from other departments and potentially other units of government as well. Project Work Plan To complete the above scope and objectives, we propose the following work plan. Phase 1: Project Management The purpose of this set of activities is to conduct the initial planning and ongoing management activities to establish a clear understanding of the desired outcomes of this business process analysis and ensure the success of the project. PlanteMoran Amendment 4 Page 5 of 16

6 Key deliverables include: Updated LEAP project charter, including finalized scope statement and milestone schedule Detailed project plan Project kickoff In addition to the City s project manager and Executive Steering Team (EST), we assume that there will be ongoing involvement from the City s functional lead during this project management phase. 1.1 Initiate Project We will meet with the City s project manager and key stakeholders to introduce our project team, finalize the project scope, deliverables and timetables, and identify any known project risks, constraints or dependencies. We will work with the City to identify subject matter experts and other participants for interviews and working sessions. We also will review requirements for project communications, including regular status reporting. 1.2 Update LEAP Project Charter and Develop Detailed Project Plan We will work with the City s project manager to update the LEAP project charter and develop a detailed project plan and schedule. We will provide the draft charter update to the City s Executive Steering Team (EST) to review and approve prior to significantly commencing project activities. We will work closely with the City s project manager in Task 1.1 to develop a detailed project plan and schedule in Microsoft Project or in the City s preferred format. This will include: Major tasks and milestones Work tasks, dependencies and their due dates with assigned responsibility Task Deliverable(s): Updated LEAP Charter Detailed Project Plan and Schedule 1.3 Conduct Project Kickoff We will conduct a project kickoff with the City s Executive Steering Team (EST) and/or other selected stakeholders to review the project scope, objectives, key deliverables, and timeline. We also will facilitate a discussion with this group to gain a better understanding of the current issues and expectations. Task Deliverable(s): Project Kickoff 1.4 Provide Regular Project Status Updates Continuous communication and feedback is the key to a successful project. In this way, problems can either be avoided entirely or addressed early on to minimize wasted effort and keep the project on schedule. We will provide regular status updates to the City s project manager and sponsors. At a minimum, these updates will allow a regular opportunity to: Report on the status of the project plan and timeline Reschedule tasks as necessary and update the project plan Discuss major open issues and develop strategies to address them (including the use of a risk and issue register) Based on our experience with similar projects, we anticipate these updates to be scheduled in advance, last up to 30 minutes each (as needed), and continue through the duration of the project. PlanteMoran Amendment 4 Page 6 of 16

7 Phase 2: Business Analysis The purpose of this phase is to identify processes that the new IIPA software will support, identify up to 12 priority processes for deeper dive activities, facilitate process improvement discussions for the selected processes, and develop a systems map for consideration by the City. This work will be completed through small-group work sessions and independent analysis. Key deliverables include: Process inventory Process accountability matrix (RACI) Issues and opportunities spreadsheet Systems integration map update 2.1 Request and Review Documentation We will request and review existing documentation. This may include materials such as existing process documentation, previous studies, RFP specifications, departmental budgets, existing policies, procedures, and other materials that will provide background information and inform the process. We understand that the City s functional lead has developed a draft process inventory, gathered additional process documentation, and documented known issues with existing processes. Based on our experiences with the City, we are confident that these efforts will lead to greater efficiencies and our project approach and pricing reflects this. 2.2 Identify and Finalize Priority Processes for Evaluation City staff have developed a process inventory and shared that information with Plante Moran. It identified approximately 70 total processes 10 of which are priority processes that will require intensive review. We anticipate that this inventory will require revision throughout this engagement as we compare it with other Plante Moran engagements to identify potential gaps. Plante Moran also anticipates that some processes may be duplicative single work processes being described differently by multiple work units. During a project planning meeting, this inventory will be refined until it is finalized for the purposes of the project. Plante Moran will then facilitate a discussion with City participants to categorize which work units are impacted by each process. We propose that the categorization identify four key roles: responsible, accountable, consulted, and informed. For several processes, a single work unit might fit all four roles. This will help the City identify which work units and/ or individuals to engage in process improvement activities. The processes will then be prioritized to identify those that will require a deeper dive. Criteria that will be considered for this prioritization will include volume, impact on customer/citizen, degree of standardization that exists, and other criteria that are identified by the City. The City has already identified 10 of these processes. Plante Moran s proposed budget allows for a thorough review of these 10 processes plus an additional two processes that have not been identified yet. Task Deliverable(s): Process Inventory 2.3 Conduct Priority Process Workshop Sessions Plante Moran will facilitate current state business process mapping sessions for up to 12 priority processes in which key City employees participate. To the extent that processes vary by department, we will map those processes from the key process owner perspective and identify and narratively document variances by department for each process. The purpose of these sessions is to identify key decisions, hand-offs, and information requirements during each process. During the sessions, participants will be asked to identify things that work well from their perspective as well as PlanteMoran Amendment 4 Page 7 of 16

8 opportunities for improvement in a future state. Topics related to measuring success and desired reporting metrics will also be gathered. Plante Moran will work with the City s project manager to identify participants to these sessions as well as the format/agenda for these meetings. It may be desirable to submit brief questionnaires to participants prior to the sessions and customize each session around the feedback received by participants. During these sessions, Plante Moran will facilitate the development of process maps reflecting the major activities conducted. We will also record issues that participants have with the current process as well as opportunities for improvement. From our experience and review of the priority processes previously identified, these sessions will average three hours for City participants. Some processes will be more complicated and may take more time while others may take less time. 2.4 Develop Process Requirements Based on the information gathered during the work sessions with City staff and our analysis of industry best practices, we will identify key decisions, required information, process triggers, process frequencies, and key measures for consideration by the City. Measures will identify both suggested output information to track productivity as well as outcome information to track effectiveness. 2.5 Conduct Validation Sessions An abbreviated follow-up session will be scheduled with the City in order to validate our process findings, issues, and opportunities. These issues and opportunities will be used to develop future-state business process maps and specific recommendations for improvement. They will be categorized into the following areas: People: issues that can be addressed through clearly defined accountability structures or enhanced organizational alignment Process: issues that are addressed through standardization, improved procedures, communication/ notification, or simplification Technology: issues that require implementation of new technology (these will need to be discussed with the selected technology vendor) Policy: issues that may require consideration of modification of policy, potentially even Council action A second categorization will be included to designate improvement opportunities that are dependent upon the implementation of new technology as well as opportunities that can be implemented independent of IIPA implementation. For some improvements, it may be prudent to wait until after IIPA implementation to implement. This information will help the City undertake improvements in a phased approach. Task Deliverable(s): Process Accountability Matrix (RACI) 2.6 Develop Systems Integration Map Issues and Opportunities Spreadsheet After processes have been vetted and validated, Plante Moran will develop a single schematic map that will be designed to communicate how the various planning-related processes intersect and/or complement one another. Options will be shared with the City in an iterative process to ensure that the conceptual framework matches with the City s communication needs for both employees and the public. PlanteMoran Amendment 4 Page 8 of 16

9 Task Deliverable(s): Systems Integration Map Update Phase 3: IIPA Future State Development The purpose of this set of activities is to develop future state process maps for the City. Specific deliverables include: Future state process maps Best practice presentation 3.1 Conduct Future State Process Mapping Work Sessions During these sessions, Plante Moran will facilitate a session with the same individuals who were involved in the process work sessions in Phase 2. The objective of these sessions will be to have staff design a future state that is consistent with the capabilities of the technology that has been procured by the City. The draft agenda for these sessions will include: Review existing process and opportunities identified Overview of system capabilities and restrictions Brief presentation from Plante Moran regarding best practices and industry trends related to process activities Discussion with participants about future state process Plante Moran will take the information compiled in these sessions and develop proposed future state process maps. During these sessions, Plante Moran will facilitate a session with the same individuals who were involved in Phase 2. Task Deliverable(s): Best Practice Presentation 3.2 Refine Future State Process Maps Plante Moran will arrange meetings with City leadership to review the proposed process maps to ensure they meet the City s expectations. The process documentation will then be used to guide discussions during technology implementation activities. Task Deliverable(s): Future State Process Maps Phase 4: Change Management Plan Review The purpose of this phase is to ensure coordination between the change management services Panorama Consulting is delivering to the City, and its application to the new IIPA processes resulting from this effort. Key deliverables include: Change management plan review 4.1 Review Change Management Plan We will identify high level impacts of change for the opportunities identified during our business analysis. With this understanding, we will review the change management plan delivered to the City by Panorama Consulting and provide the City review comments and feedback on how the change management plan can be applied to enhance the probability of user adoption of the IIPA process changes. PlanteMoran Amendment 4 Page 9 of 16

10 Project Staffing The Partner responsible for deliverables on this project will continue to be Mr. Dennis Bagley. Ms. Nicole Simpkinson will continue to serve as the key relationship manager and program manager for the City. Mr. Scott Patton will serve as our project manager and lead consultant and Mr. Alex Jones will serve as consultant and project support. On occasion, Plante Moran may utilize additional members of our consulting team to perform various tasks and participate in onsite activities. PlanteMoran Amendment 4 Page 10 of 16

11 2. Implementation Oversight and Advisory Services The City understands the importance of independent quality assurance and trusted expert advice to the success of any complex enterprise system implementation. Plante Moran has been providing these services to the City of Bend and the LEAP project since early 2015, including for Core Financials, Extended Financials, Human Resources/Payroll, Learning Management, and Content Management. Recently, the City has selected Harris CityView for integrated inspections and permitting, and will begin implementation in the near future. The LEAP planned implementation ecosystem also includes the implementation of several additional new systems. The City now seeks the same oversight and advisory services for these future projects: 1. CityView Implementation Management 2. Court System Implementation Management Assistance 3. Fleet Management System Implementation Management Assistance 4. Bids Management System Implementation Management Assistance 5. Utility Billing System Implementation Management Assistance Project Scope The scope of our proposed services for each of the three projects include: Pre-implementation and initial project planning assistance Project management assistance Project closing assistance Project Work Plan To complete the above scope and objectives, we propose the following activities for each of the five projects. Phase 1: Pre-Implementation and Initial Project Planning Assistance Activities a. Assist in updating the LEAP project charter b. Work with the City and selected vendor in project initiation activities c. Conduct a project expectation alignment session with City staff d. Facilitate a risk management session with City staff e. Develop and implement appropriate tools for managing the project f. Participate in kickoff sessions conducted by the selected vendor g. Participate in development and review of project management related deliverables, including project schedule PlanteMoran Amendment 4 Page 11 of 16

12 Phase 2: Project Management Assistance Activities a. Monitor project risks b. Assist in managing the issues and action items log c. Assist in facilitating resolution to key project issues d. Assist in monitoring project progress against the plan e. Monitor vendor compliance with the negotiated contract f. Provide acceptance testing guidance as needed g. Participate in status meetings with the City and selected vendor h. Participate in Executive Steering Team (EST) meetings i. Participate in presentations to the City Council as requested j. Participate in ad-hoc meetings as requested k. Review and comment on vendor deliverables as requested l. Provide expert advisory services as requested m. Prepare monthly status reports n. Transition project management activities to the City upon the conclusion of implementation management assistance 3: Project Closing Assistance a. Summarize the accomplishments of the project, including lessons learned b. Transfer documentation and knowledge to appropriate City stakeholders c. Identify post-implementation team activities and develop a post-implementation plan Project Staffing The Partner responsible for deliverables on this project will continue to be Mr. Dennis Bagley. Ms. Nicole Simpkinson will continue to serve as the key relationship manager and program manager for the City. Mr. Chris Blough will serve as our project manager for the CityView implementation and Ms. Colleen Bevins will serve as our project manager for the Court System implementation. Project managers for the Fleet Management, Bids Management, and Utility Billing system implementations will be assigned prior to these project kickoffs. On occasion, Plante Moran may utilize additional members of our consulting team to perform various tasks and participate in onsite activities. PlanteMoran Amendment 4 Page 12 of 16

13 3. System Selection Services During the initial Needs Assessment, the City identified unique needs for court management functionality that could not be effectively provided by an enterprise resource planning (ERP) solution. As such, the City amended its scope of work with Plante Moran to include the development of court management system requirements and support for the development of a request for proposals (RFP). The City now seeks additional assistance to support the final selection of a court management solution, including proposal evaluation, support for software demonstrations and other due diligence activities, and contract negotiations. Project Scope The scope of our proposed services include: Proposal analysis Final selection due diligence support Contract negotiations assistance Project Work Plan To complete the above scope, we propose the following tasks. Task 1. Analyze Proposals We will analyze and summarize vendor proposals as input into the City s evaluation team s review. We will use our proprietary tools to conduct a blind analysis of cost proposals and compliance with functional and technical requirements. This eliminates any bias from influencing the selection process. We also will provide the City with a comparative summary of proposer s qualitative responses, including vendor qualifications, implementation approach, technical architecture, and support and maintenance. Task 2. Support Demonstrations and Final Selection Due Diligence We will assist the City in the development of demonstration and other due diligence materials by providing templates and samples for: Letters to send to those vendors who are proceeding forward upon receipt of their RFP responses as well as letters to send to those vendors whose solutions are not being considered based on initial review of their RFP responses Software demonstration agenda, scripts, and instructions Vendor interview guides Reference check/site visit forms Evaluation and scoring forms We also can be onsite to assist in the facilitation of software demonstrations and vendor interviews, as requested. PlanteMoran Amendment 4 Page 13 of 16

14 Task 3. Support Contract Negotiations We will review the license and support and/or subscription as a service (SaaS) agreements provided by the primary finalist vendor and propose recommended changes to the contract. We will participate with the City via phone in planning the negotiations with the primary finalist vendor. Contractual terms, conditions, and costs will be reviewed with the goal in mind of recommending contract language changes designed to protect the City s long-term interests. A draft of the final license and support and/or SaaS agreements will be presented to the City s legal counsel for their review. Terms and conditions relating to term and termination of the agreements, purchase and support costs, caps on price increases, recourse for non-performance by the vendor, software acceptance criteria, rights to the source code if vendor declares bankruptcy, warranties and incorporation of the vendor s response to the RFP, governing law, insurance coverage requirements, rights to major new releases, payment terms tied to major deliverables, controls over expenses, development of an implementation plan, ongoing support criteria, etc., will be reviewed. The City will conduct vendor negotiations and make all management decisions. During this activity, the City will need to determine and conclude on the specific scope of software, services, and optional items which it will purchase from the finalist vendor(s). As part of this task we also will review and recommend changes to the statement of work (SOW) developed by the selected software vendor and attend all meetings with the vendor and City before finalizing. Project Staffing The Partner responsible for deliverables on this project will continue to be Mr. Dennis Bagley. Ms. Nicole Simpkinson will continue to serve as the key relationship manager and program manager for the City. Ms. Colleen Bevins will serve as our project manager for the Court System selection. On occasion, Plante Moran may utilize additional members of our consulting team to perform various tasks and participate in onsite activities. PlanteMoran Amendment 4 Page 14 of 16

15 4. Professional Services Fees Our fees for IIPA Process Review consulting services are fixed-fee, deliverable based. They include all travel and expenses. We will invoice monthly according the deliverable schedule. Our fees for Utility Billing System implementation management are based upon our historical blended hourly rate of $225, including all travel and expenses. We will invoice monthly for actual hours incurred. Our fees for all other implementation oversight and advisory services, and system selection services are based upon our current blended hourly rate of $235, including all travel and expenses. We will invoice monthly for actual hours incurred. Our estimated hours for implementation oversight and advisory services, and system selection services are flexible to be shifted among projects with a no cost change order from the City. The following provides our estimated hours and not-to-exceed fees. Estimated Hours Not-to- Exceed Process Review Consulting Services IIPA Process Review Phase 1: Project Management 66 $15,510 Phase 2: Business Analysis 220 $51,700 Phase 3: Future State Development 101 $23,735 Phase 4: Change Management Plan Review 10 $2,350 Project Total 397 $93,295 Implementation Oversight and Advisory Services CityView Implementation Management Assistance Phase 1: Pre-implementation and Initial Project Planning Assistance 40 $9,400 Phase 2: Implementation Management Assistance (15 months) 340 $79,900 Phase 3: Project Closing Assistance 40 $9,400 Project Total 420 $98,700 Court System Implementation Management Assistance Phase 1: Pre-implementation and Initial Project Planning Assistance 40 $9,400 Phase 2: Implementation Management Assistance (7 months) 112 $26,320 Phase 3: Project Closing Assistance 40 $9,400 Project Total 192 $45,120 PlanteMoran Amendment 4 Page 15 of 16

16 Fleet Management System Implementation Management Assistance Estimated Hours Not-to- Exceed Phase 1: Pre-implementation and Initial Project Planning Assistance 6 $1,410 Phase 2: Implementation Management Assistance (6 months) 84 $19,740 Phase 3: Project Closing Assistance 6 $1,410 Bids Management System Implementation Management Assistance Project Total 96 $22,560 Phase 1: Pre-implementation and Initial Project Planning Assistance 6 $1,410 Phase 2: Implementation Management Assistance (6 months) 84 $19,740 Phase 3: Project Closing Assistance 6 $1,410 Utility Billing Implementation Management Assistance ($225/hour) Project Total 96 $22,560 Phase 1: Pre-implementation and Initial Project Planning Assistance 40 $9,000 Phase 2: Implementation Management Assistance (16 months) 323 $72,675 Phase 3: Project Closing Assistance 40 $9,400 System Selection Services Court Management System Selection Project Total 403 $90,675 Task 1: Proposal Analysis 60 $14,100 Task 2: Final Selection Due Diligence Support 30 $7,050 Task 3: Contract Negotiations Assistance 52 $12,220 Project Total 142 $33,370 Grand Total* 1,746 $406,280 *Note: Not-to-exceed fees do not equal estimated hours multiplied at our current hourly rate of $235, as utility billing implementation management assistance will be invoiced at our historical hourly rate of $225. PlanteMoran Amendment 4 Page 16 of 16