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HomeMy WebLinkAboutSpringbrook *0'0� Springbrook Cloud financial platform for local government CITY OF TWIN FALLS SUBMITTED 10.12.2023 Point of Contact: Gary Kaber 21370 SW Langer Farms Pkwy,Sherwood,OR 97140 Office: (925)872-0559 Gary.Kaber@sprbrk.com e` 1 h i i �i i _ ff� � r 2023 Springbrook Contents ExecutiveSummary.............................................................................................................................2 ProposalChecklist.................................................................................................................................3 A. Proposal Summary Form..........................................................................................................4 B. Company Background.................................................................................................................5 C. Software Features...........................................................................................................................7 D. Hardware, Operating System, and Programming ................................................7 E. Implementation Plan..................................................................................................................11 F. Staffing Plan .....................................................................................................................................16 G. Ongoing Support and Maintenance..............................................................................19 H. Software Updates and Distribution ...............................................................................21 I. System Performance and Recovery..............................................................................23 J. Proposer Reference Information.....................................................................................28 K. Total Cost............................................................................................................................................29 L. Proposal Signature Form.......................................................................................................30 Appendix A- Insurance Requirements..............................................................................31 Appendix B - Total Cost Summary........................................................................................32 AppendixC - Exception Form...................................................................................................33 Appendix D - Requirements Summary.............................................................................33 WWW.SPPINGBPOOKSOFTWAPE.COM 1 Springbrook Executive Summary Springbrook Software is pleased to submit our response to The City of Twin Fall's Request for Proposal for Enterprise Resource Planning (ERP)Software and implementation and integration services. We are grateful for the chance to showcase our contemporary and user-friendly solution, meticulously crafted to cater to the specific needs of local government agencies. Our solution is poised to meet all of Twin Fall's current requirements and offers the flexibility to scale and adapt to future needs. We will integrate Twin Fall's on-premise system into a fully integrated cloud hosted ERP. This will lead to a decrease in the utilization of department and system-specific software, eliminate redundant data entry and manual tasks, promote uniformity, and offer robust reporting and analytics through Tableau, all within a unified platform. The project will be implemented in four stages: Planning& Conversion, Installation &Setup, System Parallel, and Go-Live, ensuring the city's needs are met. Deployment of Springbrook takes only months, not years, ensuring that The City of Twin Falls can utilize its new environment by the desired Go-Live date. Springbrook Software is a solution provider specifically for local government agencies, with over 2,200 clients in the United States. We offer a cloud-based platform for improving services to citizens and enhancing cybersecurity to protect agency and citizen data from ransomware attacks. Established in 1985 in Newberg, Oregon, Springbrook Software developed its first product focused on financial accounting and utility billing. We have been delivering solutions to thousands of local agencies nationwide for over 30 years. Our solutions are tailored to meet the current needs of local government agencies with a focus on functionality, user experience, and customer service. We set industry standards for how municipalities and utility districts operate with high efficiency, economy, and security. Based in Portland, Oregon, our main office is complemented by supplementary branches in the Northeast. Springbrook presents cutting-edge technology for our products, robust support, and diligent account management, ensuring top-notch services for all our clients. Our devoted team is comprised of industry veterans, subject matter specialists, and forward-thinking developers, all dedicated to delivering optimal software solutions. We look forward to showing Twin Falls how Springbrook's Cirrus Platform brings the latest technology, automated workflow, and simplified reporting. Sincerely, Gary Kaber Sr. Account Executive WWW.SPPINGBROOKSOFTWARE.COM 2 Springbrook Proposal Checklist RFP Item Indicate "Included"or"Not Included" Proposal Section A. Proposal Summary Form Included Proposal Summary Form B. Company Background Included Company Background C. Software Features Included Software Features D. Hardware, Operating System, Included Hardware, Operating and Programming System, and Programming E. Implementation Plan, including Included Implementation Plan Project Management Approach Included Implementation Plan —details and costs System and Operational Included Implementation Plan Procedure Development Plan Software Installation Plan Included Implementation Plan Data Conversion Plan Included Implementation Plan Report Development Plan Included Implementation Plan Integration and Interfaces Plan Included Implementation Plan Training Plan Included Implementation Plan Documentation Development Included Implementation Plan Plan Estimated Timeline Included Implementation Plan F. Staffing Plan Included Staffing Plan G. Ongoing Support and Included Ongoing Support and Maintenance—details and Maintenance costs H. Software Updates and Included Software Updates and Distribution—details and costs Distribution I. System Performance and Included System Performance and Recovery Recovery J. Proposer Reference Included Proposer Reference Information Information K. Total Cost-Itemized Included Total Cost L. Proposal Signature Form Included Proposal Signature Form Appendix A: Insurance Included Appendix A: Insurance Requirements Requirements Appendix B:Total Cost Summary Included Appendix B:Total Cost Summary Appendix C: Exemption Form Not Included N/A Appendix D: Requirements Included Appendix D: Summary Requirements Summary WWW.SPPINGBROOKSOFTWARE.COM 3 Springbrook A. Proposal Summary Form Name of Company Springbrook Software Software Brand Name Springbrook Cirrus Cloud Name of Preparer Gary Kaber Name of Primary Contact for Follow Up Questions Gary Kaber Contact Phone Number (925) 872-0559 Fax Number N/A Email Address Gary.Kaber@sprbrk.com WWW.SPPINGBROOKSOFTWARE.COM 4 Springbrook B. Company Background Springbrook Software was established in 1985 in Newberg, Oregon, and developed its first product focused on financial accounting, with a strong focus on utility billing. For over 30 years, Springbrook has delivered comprehensive government accounting and billing software solutions to thousands of local agencies nationwide. Our solutions are developed with input from local government agencies and specifically designed to meet their needs for continued functionality, security, user experience, and customer service improvements.Throughout our 30-plus years, we have continued to set the industry standard for how municipalities and utility districts operate with high efficiency, economy, and security, as they provide their citizens with the utmost convenience, dependability, and security. Springbrook's primary office is in Portland, Oregon, with additional locations in the Northeast. We offer state-of-the-art technology for our Product, Support,Technology, and Account Management teams to maintain quality services for all our customers. Our dedicated staff is comprised of industry leaders, subject matter experts, and cutting-edge developers who constantly strive to offer the best products and services in software solutions. Over the decades, we have continued to innovate and develop technologies that support our customers and help them manage shrinking budgets, personnel and knowledge loss, and challenging remote work conditions. Our solutions have grown to embrace every business function, covering finance, utility billing, human resources, payroll, online payments,tax collection, and asset management. We have grown to a company with over 300 strong offices worldwide, adding technologies to expand the scope and reach of our product range. Our acquisitions of KVS Cloud, SoftRight, Bias Software, MAGIC.Software, PUBLIC.® Software, and Xpress Bill Pay demonstrate our investment in innovation. Our solutions are accessible and available for a wide range of local governments with populations ranging from 300-100,000. 1. Please state the year Proposer 1985 started in the business of selling ERP system solutions 2. Where is Proposer's closest Springbrook has gone primarily remote with the design of having our facility/sales office in reference to customers as neighbors instead of a standard office. the City of Twin Falls? 3. Where is Proposer company's Portland, OR headquarters? 4. Please list Proposer's sales in Springbrook does not disclose this information. dollars for the previous three (3) years: 5. How many total employees does Total number of employees: in US 203+74 us/NZ Proposer have in each of the Sales: in US 22 +8 Aus/NZ following categories: Marketing: 4+4 contractors HR, Finance, and Legal: 22 +4 contractors Functional Consultants: if it is Product, then 10+ 2 Aus/NZ Project Managers: in US 10+ 1 contractor+Aus/NZ 3 Developers and Integration Specialists: in US 13+ 12 contractors+ Aus/NZ 14+2 contractors Software Engineers/Technical Consultants: in US 7+Aus/NZ 4 WWW.SPPINGBROOKSOFTWARE.COM 5 Springbrook Number of employees that are dedicated to Customer Support: in US 45+Aus/NZ 13 IT/Security Infrastructure: in US 9+Aus/NZ 2 PUBLIQ Batch Operations: 9 XBP Facilities: 2 FT+2 PT 6. Specify the number of public Public sector clients: 2,200+ sector vs. private sector clients. Private sector clients: 0 7. Indicate whether the business is a Springbrook is a parent company. parent or subsidiary in a group of companies. 8. Has this company or product being Yes, Springbrook was acquired in 2015 by Accela; however, in 2019, proposed ever been purchased or Springbrook broke away from Accela as a stand-alone company again. acquired by another company? If During the 3.5 years under Accela, Springbrook's products remained yes, provide the name of the the same. companies involved, specific products affected and when such merger or acquisition(s)took place. 9. What percentage of revenues does Cirrus (and its related products) represent—40%of Springbrook's total this offered system represent to revenue. your company versus other products/services? 10. Indicate if the company incurred Springbrook has been EBITDA positive for the last 5+years. an annual operating loss in the last five (5)years. 11. Has the company had a workforce No, the complete opposite. We have continued to grow year over reduction during the past five (5) year. years? 12. What is the percentage of annual The company reinvests—17%of revenue into research and revenues reinvested into research development. and development? 13. During November, 2023, can the Yes, Springbrook will make the availability. Proposer commit to being available for two (2) consecutive days for an on-site demonstration? WWW.SPPINGBROOKSOFTWARE.COM 6 Springbrook C. Software Features 1. Please explain how your product is Our product is an agency license, meaning if an agency(e.g., City of licensed (concurrent, site, user or Twin Falls) purchases a Springbrook subscription, they can use it at machine based). How are additional all locations with as many concurrent users as they need. We do licenses sold? not require named user or machine licenses. 2. How long has the current version of Springbrook releases a service pack every Monday night, so Proposer software been in customers always remain current, and our product release is never production? more than a couple of weeks old. 3. What is the system architecture? Web-based (web-based, client/server, mixed) 4. What is the query tool and report Tableau writer that Proposer is proposing? 5. Please describe any workflow or Workflow capabilities include the ability to create templates that event alerts and notification are used to create and process workflows within the application. capabilities the application provides. There are two types of workflows: • Batch Approval Workflows can offer a variety of information to the approver through batch reports that change based on the process selected for the Workflow. For example, Batch Workflows can send GL Distribution, PM Distribution, or the Invoice Proof List.The reports vary by process type and can be changed by WorkFlow. • Individual Workflows offer Maintenance as the type of action because each invoice is displayed on the screen.The user can also view each invoice (security can be set up using Roles/Departments/Tag security to allow access to items). Within each type of workflow, there are two kinds of workflow notification alerts: • Information: When a user completes a step, an email notification will be sent to any Springbrook user specified in the notification window. • Approval: When a user completes a step, an email notification must be sent to a specific user who must approve the step. This user can decline the step, which means a notification is sent back to the user who originally completed the step.The user can still select the next step on the palette. Workflow approvals also have conversation functionality, allowing users to question or comment, and the workflow author can respond on the same window. Each new comment will be displayed above the editable comment box. Current Workflow Functionality Workflow functionality is available in the following modules and processes: Accounts Payable • Invoices Purchase Orders • Purchase Orders WWW.SPPINGBROOKSOFTWARE.COM 7 Springbrook • Change Orders • Requisition Approvals • Receiving Payroll • Timesheet Approvals Work Orders • Adjust Fixed Assets • Create Fixed Assets • Estimate Approvals Human Resources • Applicant Screening • Cost of Living Increases • Bulk Adjustments • Pay Adjustments General Ledger 6. Does the system provide global query Springbrook offers a global customer search that allows searching function so that users can search for customers throughout Springbrook's modules. Additional system wide based on name, searches and query tools are available in each module to provide a account, range of values, or partial more tailored searching experience. and wild-cards? 7. Please describe all third-party No third-party software is required or recommended. software required or recommended for the solution, including report writers. 8. Does the system provide multiple The application is a web application and requires authentication levels of data security control access using either Springbrook's AuthO Identity Platform or the by terminal, transaction, and file? customer's IDP connected with Springbrook's AuthO Identity platform. Once authenticated,the application provides configurable permissions and roles to satisfy the customer's authorization requirements (includes both menu and database permission controls).API utilization is performed using API keys. 9. Is the system integrated into Yes. Microsoft Office Suite permitting the ability to import and export data to spreadsheets and documents? WWW.SPPINGBROOKSOFTWARE.COM 8 Springbrook Cirrus is Springbrook's cloud-based financial platform designed from the ground up for local governments, delivering up to a 25% productivity increase. Cirrus features a powerful, intuitive interface that requires less training and delivers faster access to critical features.The new platform frees personnel to manage strategic issues and problem solving rather than navigating cumbersome ERP systems. Cirrus is a true multi-tenant cloud solution, fully accessible on any mobile device. Cirrus delivers the full functionality of Springbrook's industry-leading, on-premise solution, providing easy adoption for existing users who migrate to the cloud and simple onboarding for new users moving from less powerful solutions. Key benefits of the Cirrus Online Cloud Platform: • Less training for new hires through an intuitive design • Easy-to-use responsive interface • Access from any device, anywhere • No loss in feature functionality from the existing Springbrook solution • Ease of adoption for existing Springbrook users • Streamlined navigation with just a few clicks • Configurable login experience for quick access to relevant information without switching between modules/applications Springbrook Software is uniquely focused on governmental agencies, combining extensive experience in deploying, migrating existing utility billing systems, and managing enterprise resource planning (ERP) applications. Springbrook's cloud-based solution will enable your agency to improve services to citizens, protect agency and citizen data from ransomware attacks, prepare critical reports with the most powerful reporting and analytics solution, and completely run your organization from one fully integrated platform. Springbrook's proposal will provide significant cost savings by reducing the cost to manage and support various software systems, reducing redundancy or manual data entry, and providing the flexibility to grow due to the unique nature of our cloud-based solution. The Springbrook platform offers integrated financial, accounts receivable, payroll, human resources, utility billing, payments, and reporting with strong workflow and project management capabilities.The modules proposed in this response are: • Budgeting and • Bank Reconciliation • Project Management Accounting • Clearing House • Payroll • General Ledger • Purchase Orders • Utility Billing • Period-End Reporting • Accounts Payable • Xpress Payments& • Cash Receipts • Accounts Receivable Forms WWW.SPPINGBROOKSOFTWARE.COM 9 Springbrook Product Summary The proposed modules are as follows: Reporting—Tableau Tableau is the industry-leading reporting software that enables fast, customized, easy-to-develop and interpret visualizations to support virtually any local government data reporting need.Tableau's software will provide your agency with many important advantages that collectively deliver a comprehensive interactive view of programs, budgets, and high-level trends. Additionally,Tableau will provide the reporting capabilities necessary to deliver analysis that may become necessary for any government entity that received relief funding.Tableau is pre-configured with the most popular templates and provides access to a growing library composed of templates culled from other local government agency users. Tableau is easy to use, can deliver results in minutes, and provides report automation deliverable across any platform or device.Take advantage of what hundreds of major cities,towns, states, and government agencies are already using.Tableau is a leader on the Gartner Magic Quadrant, is InfoWorld Technology product of the year, and is offered free of charge to all Springbrook cloud customers. General Ledger General Ledger(GL) is a robust, feature-rich foundation for the Springbrook suite of applications.This intuitively designed application provides the functionality for more informative online analysis and financial reporting.The flexibility of the application provides a stable foundation for current operations and future growth. Complete integration with the Springbrook suite of applications allows for easy and thorough consolidation of all financial activity. • Documents can be attached to Journal Entries and General Ledger accounts • Features robust and powerful report writing tools, including the ability to create GASB Reporting (budgetary and GAAP reporting) • Maintenance/Utilities—Create and maintain GL units and execute specialized GL tools • Uniform Chart of Accounts—Allows for multiple funds and departments to be utilized • Configurable Imports for Journal Entries,Adjustments, and Misc.transactions are available • New Budget& Budget Adjustment Info—Edit, maintain, and report on GL budgets • Display history information at the account level can be drilled down to the source module WWW.SPPINGBPOOKSOFTWAPE.COM 1 Springbrook Budgeting& Planning Springbrook Budgeting is a comprehensive tool used to generate a requested, proposed, approved, or adopted budget.This process allows you to: • Track budget revisions • Add attachments, such as budget documents, to the budget amounts • Group general ledger accounts to create budgets for department heads • Create and document budget adjustments • Create period budgets • Budgeted amounts can also be imported from and exported to Microsoft Excel, which allows you to manipulate the budgets in a spreadsheet and then import the budget amounts back into the Extended Budgeting process Purchase Orders The Purchase Order module provides internal controls and access for agencies to create and send purchase orders to vendors. It also provides approvals through workflows if the agency wants it set up that way. Overall, the purchase order(PO) is where the approval and buying happen. Once the purchasing or procurement department has approved the purchase requisition and given you the figurative thumbs up to purchase your desired goods and services, it issues a purchase order number.The purchase order can then be sent to the vendor through our AP invoicing module. Accounts Payable Springbrook Accounts Payable helps to manage the money owed to vendors. You can: • Enter invoices for accounting records if they are not already being created from other integrated modules • Schedule invoice payments WWW.SPPINGBPOOKSOFTWAPE.COM 2 Springbrook • Pay vendors electronically using ACH transactions rather than generating a physical check in the Computer Checks process with the Electronic AP process Accounts Receivable The Accounts Receivable module provides a comprehensive system for creating and maintaining all information pertinent to recording and tracking customer data, invoices, and balances. Here are a few AR features: • Allows users to search for invoices by multiple methods, including by invoice number, customer number, or customer name • Accommodates multiple line items and multiple revenue distributions for each invoice • Allows users to set up and make use of recurring invoices • Provides analysis of invoice information by department, activity, items/services, age, etc. • Creates statements for new invoices as processed and includes an option to provide customers with regular statements, regardless of account activity • Prints statements from history for a single invoice or range of transactions • Allows users to set up and use individual billing types to allocate revenue to various GL accounts • Provides exhaustive transaction history of customer accounts, including aged balances Bank Reconciliation Springbrook's Bank Reconciliation module provides the tools to track and maintain the relationship between an organization's accounting and bank records. • Clear Transactions—Including clearing checks or deposits that have cleared your bank accounts • Receipt Deposits—Create deposit transactions using committed receipts • Reporting—Generate reports and display BR data • Utilities—Execute specialized BR tools Cash Receipts The Cash Receipts module is where all payments are entered into the system.They can be imported, scanned, or entered manually. Fixed Assets The Fixed Assets module allows you to accurately track the value of your fixed assets from the date of purchase to the final disposal. WWW.SPPINGBPOOKSOFTWAPE.COM 3 Springbrook C/ovd/inencpl Peel/wni/oi/oce/poaarri.iei+ Project/Grant Management Also referred to as project accounting or grant management, the PM module gathers transactions from other modules and generates reports summarizing the information. PM is integrated by pulling transactions generated in other modules like AP, AR, CR, GL, IC, PR, PO, ESS, and WO.These transactions are sent to the PM module by including a PM task and type code. It can be used for basic, simple projects or large, complex projects that span over multiple years. Utility Billing Our Utility Billing (UB) module is a straightforward yet flexible suite easily configured to work with third- party billing companies or as a complete end-to-end billing wizard for various utility services. • Backflow maintenance/tracking capabilities • Third-party meter reading import/export capabilities • Meter management • Ability to define account policies for effective tracking and reporting of customer information • Fee codes, tax codes, penalties, and deposits can be tracked and maintained • Consumption tracking and reporting • Adjustment processing to accounts • Processing of payments • Winter averaging capabilities • Service Requests • Lot management • Robust reports and tools WWW.SPRINGBPOOKSOFTWAPE.COM 4 Springbrook Xpress Payments & Forms Xpress Bill Pay has developed an innovative web-based online bill payment system.The system makes it easy for large and small organizations to offer online bill payment to their customers — allowing them to pay their bills online with credit cards, debit cards, or electronic fund transfers. Customers can go to our website, log on, and immediately access their account where their bills are presented. The system is easy to set up and easy to use. Unlike other online bill payment services, Xpress Bill Pay has developed a comprehensive bill payment solution providing functionality such as: • Real-time payments. In most cases,your payment is posted with the same date you paid. • Email reminder alerts are sent to customers when bills arrive, when they're due, and when they're paid. • A complete history of payment confirmations and online transactions. • Auto Pay allows customers to set up automatic payments and not worry about them again. • Secure transactions use the same security technology as leading online banking and financial institutions. WWW.SPPINGBPOOKSOFTWAPE.COM 5 Springbrook Xpress Bill Pay also meets all security compliance requirements for the Payment Card Industry (PCI) Data Security Standard —this includes certification with Visa Cardholder Information Security Program (CISP), MasterCard Site Data protection program,American Express Data Security Standards, and Discover Cards DISC program. Xpress Bill Pay has also received a Security Metrics Level 1 PCI certification. • Xpress Bill Pay (Customer Portal) Our Customer Portal is a comprehensive payment solution that integrates seamlessly into the entire Springbrook Suite. While reducing time, steps, and errors to improve the collection of payments and provide citizens with the fastest, easiest, and safest bill-paying experience, Xpress remains PCI compliant and allows customers easy login to view their usage, request services, set • Xpress Forms Builder Forms Builder allows you and your staff to build any custom form, registration, or survey you can imagine.The forms you build can incorporate calculations, conditional formatting, multiple payment items, signatures, file uploads, and more. Forms Builder has an easy drag-and-drop design, meaning you can create custom forms without writing a single line of code. WWW.SPPINGBPOOKSOFTWAPE.COM 6 Springbrook D. Hardware, Operating System, and Programming 1. What hardware platform(s) does Please see the Hardware &Software Requirements table below Vendor's proposed application for details. software currently operate on? 2. What operating system does Microsoft Azure Vendor's proposed application software currently operate on? 3. What database environments SQL Server 2019 does Vendor's proposed application software currently operate on? 4. Is Vendor committed to Yes. supporting the above operating system, database and hardware platforms for the foreseeable future? 5. Does the application support Springbrook web applications like Employee Self Service should native browser based be accessed via a modern,fully up-to-date TLS 1.2+compatible deployment for workstations? web browser. Springbrook supports Edge, Chrome, Safari, and Which web servers and browsers Firefox. are supported? (IIS, IE 11, etc.) You can validate your browser compatibility with TLS 1.2+ at https://www.ssllabs.com/ssltest/viewMyClient.html 6. Does the system support Yes, because Springbrook's cloud products utilize web browsers deployment/usage using remote for access, we do support using remote access tools such as access tools (e.g. VPN)?Are VPN. there any issues related to this type of utilization? Springbrook Languages Springbrook development languages, structure, or frameworks used include C#,Typescript,JavaScript, .NET Framework 4.7.2, .NET Core 3.1, HTML5, and SQL Server. WWW.SPPINGBPOOKSOFTWAPE.COM 7 Springbrook Hardware&Software Requirements The following table lists the nominal workstation hardware and software requirements for a Springbrook Cloud implementation.This includes Springbrook Cloud and Springbrook web applications. Processor, RAM, Hard Drive Notes Internet Connection Processor, RAM, and Hard Drive Springbrook Cloud: Internet connection with specifications must meet the NET Framework 4.7.2 is required standard access to communicate recommended Springbrook Cloud should be on ports 80 and 443. hardware requirements for accessed via a fully up-to-date Windows 10 Professional and installation of the Microsoft Edge IP 52.240.137.85 and IP Enterprise (64-bit). web browser. 52.162.10.206 over port 443 added to the Intrusion Microsoft Webview2 runtime Preventative Service and component provides improved Gateway AV service for all security and user experience. Users firewalls and/or any will be prompted to install before security software and/or proxy launching Springbrook Cloud. settings. Microsoft Office 2010, 2013, or 2016 Note: The cloud application (this is an optional installation updates weekly. Sometimes, the component and is only used for some application is modified enough to features). trigger some AV software to identify it as malicious and either Springbrook Cirrus: quarantine a file or prevent it Workstations must be running the from deploying altogether. Cirrus Agent in order to work in Certain firewalls(SonicWALL) Cirrus Cash Receipts. Click the have a specific setting for cloud- following link to download, install, based applications that and run the Cirrus Agent. Download sometimes needs to be adjusted. Cirrus Agent Springbrook recommends latency The Cirrus Agent is a desktop to cloud servers be no greater application that is a required install than 250 milliseconds. to use Cirrus Cash Receipts Cash Springbrook recommends that 3 Entry and Receipts or edit Stations. Mb/s (megabits per second) be When running, it provides a rest API exclusively available for both that communicates with the Cirrus upload and download bandwidth browser-based application, providing for the V7 application. host information that facilitates the use of local peripheral devices like Note: This requirement meets the receipt printers, cash drawers, average usage needs of five full- barcode scanners, and credit card time users.Additional bandwidth terminals in Cirrus. may be required for additional Firefox is not a supported browser users. It can be difficult to specify for Cirrus Cash Receipts Cash Entry customer bandwidth because of and Receipts due to an the nature of the Internet and incompatibility to communicate with individual organization usage. WWW.SPPINGBPOOKSOFTWAPE.COM 8 Springbrook the Cirrus Agent. Other modern Network latency, peering issues, browsers such as Safari, Chrome, and bandwidth at upstream Edge are supported. providers, users using their Internet connections for other Windows 8 is the minimum uses than Springbrook, etc., all supported operating system for the affect the perceived performance Cirrus Agent.The Cirrus Agent of the connection and the requires a 64-bit OS. amount of bandwidth required to keep performance adequate. Springbrook SAS Web Applications: Springbrook web applications like Springbrook recommends Employee Self Service should be engaging a networking accessed via a modern, fully up-to- professional to help measure, date,TLS 1.2+compatible web allocate, and monitor appropriate browser. Springbrook supports Edge, bandwidth and networking Chrome, Safari, and Firefox. resources. You can validate your browser compatibility with TLS 1.2+ at https://www.ssllabs.com/ ssltest/viewMVClient.html. The following table lists requirements and relevant information for application areas within a Springbrook Cloud application. Application Area Requirements and Information Report Modification Springbrook's Tableau analytics and reporting tool allows Springbrook Cloud users to build and run complex reports, charts, and graphs that pull data from multiple user-selected database tables. Users can then share those reports across the organization. Printer Support Laser printers compatible with Microsoft Windows and HP PCL 4, 5, or 6 are required for use with the Springbrook applications. For clients that generate large print jobs, additional memory for the printer may prove necessary. Although inkjet printers are very popular, Springbrook cannot guarantee their compatibility with our software, and their use is not supported. Dot matrix and line printers are not compatible or supported. Hardware and Network All operating systems are the sole responsibility of the client to configure, Configuration and implement, and maintain. It is the client's responsibility to accurately set up all Maintenance peripherals to be used in conjunction with the operating system and the application software.This includes, but is not limited to, mapping the correct network path (as needed) and installing the correct print driver. Springbrook does not accept responsibility for poor performance due to incorrect or inefficient hardware, operating system software, or network configuration. Because Springbrook's primary goal is to provide our clients with support for our applications, we highly recommend establishing a partnership with a network- proficient consultant.This will provide clients with security and timely responses WWW.SPPINGBPOOKSOFTWAPE.COM 9 Springbrook to hardware and networking problems and allow the Springbrook staff to assist with software-related issues. Springbrook will assist clients in determining whether a problem is due to a hardware/network issue or a Springbrook application issue. Springbrook reserves he right to bill clients for hardware and network assistance unrelated to our applications.This service is provided at our current hourly rate. WWW.SPRINGBPOOKSOFTWAPE.COM 10 Springbrook E. Implementation Plan 1. How many fully operational Over the last 30 years, Springbrook has successfully completed installations has Proposer thousands of client implementations for local and county completed? governments. These implementations have ranged in scope from Finance Suite only to our entire suite of 16+ modules and State overall percentage finished online payment options. before, on, or past original client implementation goal/deadline. 2. What is the hourly rate for Our standard rate is$ implementation assistance beyond that which is included in Proposer by skill-set? Work Plan Implementation Framework & Installation The software implementation framework comprises five key elements that outline the stages and activities involved in successfully deploying and transitioning Springbrook software solutions to customers: Project Lifecycle Implementation •Welcomeemail ® .Kickoffmeeting .1 •Formalproject with project to outline project closure and full andplanningpre-works •Customer objective, ® support deliverables to be and pre-work resources and transition i d t l compee prior details timeline - to project kick-off Contract Signature& Initial Contact:This initial stage involves signing the contract between the software provider and the customer. It marks the beginning of the implementation process and includes establishing initial contact with the customer to set expectations, clarify requirements, and gather the necessary information to initiate the project. Customer Pre-Work: In this phase,the customer undertakes preparatory activities to ensure a smooth implementation process. This may include providing access to relevant systems and data, conducting user readiness assessments, and identifying key stakeholders who will be involved in the implementation. Project Kick-Off:The project kick-off marks the official start of the implementation process. During this phase, Springbrook and the customer come together to discuss project goals, deliverables,timelines, and WWW.SPPINGBPOOKSOFTWAPE.COM 11 Springbrook resource requirements.The project team is introduced, roles and responsibilities are defined, and a detailed project plan is established.This phase sets the foundation for successful collaboration and communication throughout the implementation. Module Implementation:This stage focuses on the actual implementation of software modules or components. It involves configuring the Springbrook solution based on the customer's specific requirements.The module implementation phase includes activities such as data migration, system integration,testing, and training. It ensures that Springbrook's software solution is tailored to the customer's needs and aligns with their business processes. Project Completion &Support Transition: The software implementation framework's final phase involves the project's completion and the transition to ongoing support. This includes finalizing any remaining tasks, concluding post-go-live services, and communicating project completion.The transition to support involves transferring knowledge and responsibilities to the customer's support team, ensuring they are equipped to handle any future software maintenance and support needs. By following this software implementation framework, both Springbrook and the customer can ensure a structured and efficient deployment process. It enables effective project management, clear communication, and collaboration between all stakeholders, ultimately leading to a successful software implementation and a smooth transition to ongoing support. Module Implementation Details The software implementation framework consists of four key elements that guide the process of deploying and transitioning software solutions to users: _ Data Collection and Review: In this initial stage, data relevant to Implementation the software implementation is collected and reviewed.This includes gathering existing data, such as customer records or system information, and conducting a thorough analysis to ensure data accuracy and completeness.The goal is to lay the foundation for successful configuration and setup of the software. Configuration and Set-Up: Once the necessary data has been ® ® collected and reviewed,the software is configured to meet the organization's specific requirements.This involves tailoring the software solution to align with the organization's processes, ® workflows, and business rules. Configuration may include defining user roles and permissions, customizing forms or templates, and integrating the software with existing systems or databases.The focus is optimizing the software's functionality and usability to suit the organization's needs best. Training and Go-Live: In this phase, end-users receive comprehensive training on effectively using the software.Training sessions may include workshops, hands-on exercises, or virtual training modules to familiarize users with the software's features and functionalities.The training also covers best practices, tips, and specific guidelines or procedures relevant to software usage. Once training is completed, the software is officially launched and made available to end-users, marking the go-live milestone. Support Transition:The support transition phase involves shifting from the implementation team to the ongoing support and maintenance team. During this phase, knowledge transfer and handover activities occur, ensuring that the organization's support team is equipped to handle user inquiries, troubleshoot WWW.SPPINGBPOOKSOFTWAPE.COM 12 Springbrook issues, and provide ongoing assistance.This may include providing documentation, support materials, and contact information for technical support.The support transition phase ensures a smooth transition from implementation to ongoing support, facilitating long-term success and sustainability of the software solution. Project Management Approach Project Methodology The PDCA(Plan-Do-Check-Act) process is a widely recognized framework for continuous improvement and problem solving. It promotes a systematic approach to identify, analyze, implement, and monitor improvements throughout the project lifecycle.The PDCA cycle consists of four iterative steps: Plan, Do, Check, and Act. IdentifyPLAN problem ACT Implement the best � • solution CHECK Verify effectiveness Plan: In the planning phase, the project team identifies goals, defines objectives, and determines the best course of action to achieve them.This includes analyzing requirements, establishing success criteria, and creating a detailed plan outlining tasks,timelines, resources, and responsibilities. Do:The "Do" phase involves executing the planned activities, implementing the solutions, and carrying out the project tasks according to the established plan.This step focuses on effective communication, collaboration, and coordination among team members to ensure smooth project execution. Check: During the "Check" phase, project performance and outcomes are evaluated against the predefined objectives and success criteria.This includes monitoring key performance indicators, conducting quality assurance reviews, and gathering feedback from stakeholders.The purpose is to assess whether the project is on track and if any deviations or issues need to be addressed. Act: In the "Act" phase, based on the findings from the "Check" phase, necessary corrective actions and improvements are implemented.This may involve adjusting the project plan, revising processes, or resolving identified issues.The focus is continuously improving project performance and ensuring that lessons learned are incorporated into future iterations or projects. WWW.SPPINGBPOOKSOFTWAPE.COM 13 Springbrook The PDCA process is a cyclical and iterative approach, with each cycle building upon the knowledge and insights gained from the previous one. It encourages a proactive and flexible mindset,fostering a culture of learning and adaptability within the project team. By incorporating the PDCA process into the project, Springbrook Software aims to drive continuous improvement, optimize project outcomes, and ensure the successful delivery of high-quality software solutions.The project team will actively engage in each phase of the PDCA cycle, leveraging feedback and data-driven insights to refine processes, enhance performance, and achieve project objectives effectively. Data Conversion Plan Data Conversion The data conversion process involves the client providing data in required formats, with the consulting assistance of the Springbrook staff, and then having Springbrook's development staff programmatically move data into our system. Extraction:The client extracts the data from their legacy system into one of the formats requested by Springbrook. Springbrook provides templates or guidelines to assist in this process. Conversion: Springbrook utilizes the templates to update the data into our software. Review: Springbrook software consultants can work with the client to review the data. Data validation: It is the client's responsibility to verify that the data is converted to their satisfaction and in a way that meets their processing and reporting needs. Data Conversion is completed using various tools, including templates and internal wizards.The data conversion team consists of subject matter experts who have developed best practices and fine-tuned the data conversion process. Data Conversion is included in the cost of our professional services fees. Deliverables The following deliverables will be executed as a part of the executed SOW: 1. Agreed upon project plan with timeline and milestones 2. Roles & responsibilities matrix and communication plan 3. Well-maintained issue log with individually tracked status updates 4. Feature request log with Springbrook's product team review(s) and comment(s) 5. All modules in scope will be deployed to a production environment 6. Key customer resources will have received training on the in-scope modules Estimated Timeline Proposed Timeline The total estimated time to complete the work is outlined in the attached quote. If approved, the project start date will vary based on Springbrook's project backlog. Springbrook commits to beginning the work as quickly as possible. WWW.SPPINGBPOOKSOFTWAPE.COM 14 Springbrook The timeline will be quicker to migrate the City of Twin Falls to Springbrook's Cirrus Cloud Application than our typical implementation. For reference, Springbrook has completed migrations as quickly as 45 days. An agreed-upon timeline with dates and project milestones will be completed as part of the project kick- off. Critical Success Factors Several critical success factors for the project are key to successfully implementing the project: Knowledge Transfer—A critical part of the implementation involves the City of Twin Falls'transfer of knowledge from Springbrook with the goal of becoming self-sustainable in supporting Springbrook Software. Strong and focused participation by the City of Twin Falls' personnel throughout the analysis, configuration, and deployment of Springbrook's Cirrus Cloud Application will enable Springbrook's services to mentor and equip the City of Twin Falls to assume standard operations once the project ends. Dedicated Customer Participation—The success of the project hinges on thoughtful, prepared, and sustained participation from the City's team and Information Technology staff.The City will be asked to identify key stakeholders to be involved in the tasks and provide deliverable reviews and feedback.This collaborative approach will help verify that the collective knowledge of the City of Twin Falls team is reflected in the design and implementation of the new system. It will also encourage a strong level of user engagement and help communicate a clear understanding of the project processes and direction to relevant staff throughout the involved agencies. If needed, Springbrook will communicate insufficient participation of the City of Twin Falls' or Springbrook's resources. Project Governance—The successful management and implementation of a software project of this size and complexity requires strong management communication and participation from the City of Twin Falls and Springbrook. Springbrook and the City of Twin Falls will follow the agreed-upon escalation procedure to resolve issues and mitigate risks in a timely manner. No Custom Development—As part of this SOW, no custom development items are identified to bring the City of Twin Falls live.The intent is to complete this engagement using the system's existing capabilities without additional development effort.This will help avoid incorporating conflicting or unique requirements in the design that will later cause rework or other issues when another agency is incorporated into the solution. A single design effort will also help maximize the integration level that can be realized across the various system functions, allow standard business functions to be implemented consistently for the separate agencies, and establish the template for including additional customers in the Springbrook Cirrus application. WWW.SPPINGBPOOKSOFTWAPE.COM 15 Springbrook F. Staffing Plan Springbrook will assign a remote project manager to your organization to oversee the project's schedule and planning.The partnership of key team members within your organization will be integral in the project's scope, and they will participate hand in hand with your Springbrook team. Springbrook will also dedicate a team of experienced consultants to work with key members within your organization.This will ensure that all testing, processing, and user training is consistent and thorough. Our consultants will offer best practices to your staff throughout the training and implementation process to ensure that the software is used to its utmost capabilities. All Springbrook implementations can be completed remotely using communication and screen-sharing tools like Microsoft Teams. Optionally, specific sessions pertaining to the implementation can be conducted onsite at the client's discretion. Our dedicated team knows Springbrook software inside and out.The average tenure of our support staff is 10+years,with many of our team coming from the government sector before coming to Springbrook. We get to know your environment and needs. Our support staff works extremely hard to determine the issue and inform you of the solutions needed to complete the task. Project roles and responsibilities define the specific tasks, duties, and accountability assigned to individuals or teams involved in a project. Each role has distinct responsibilities that contribute to the successful execution and completion of the project.Time allocation per team member varies depending on the scope of the project. Below is a summary of project roles and responsibilities: ity of Twin Falls � Springbrook Role Responsibility Role Responsibility 1. Accountable for overall project 1. Accountable for overall Project success Project project success Sponsor 2. Project oversight and Sponsor 2. Project oversight and governance governance 1. Single point of contact for 1. Overall project Springbrook's project management manager 2. Project status and 2. Coordination of customers' communication internal resources management Project Lead Project Manager 3. Springbrook resource management 4. Task and milestone management 5. Status reporting(as needed) Subject Matter 1. Participates in all sessions 1. Product experts supporting Expert(s) (SME) where agency expertise is Consultant(s) the module required implementation 1. Technical resource for all 1. Sales—Overall account software & hardware management and IT Lead Stakeholder(s) contractual ownership 2. Product—Roadmap capabilities (as required) WWW.SPPINGBPOOKSOFTWAPE.COM 16 Springbrook 3. Finance—Billing 1. Project oversight and Stakeholder(s) governance as needed (as applicable) The project team is assembled post-contract signature as we work to align the skills and availability to match every client's needs as closely as possible. However, below are some example resumes of our team members to provide you with an idea of the quality and experience you can expect when working with Springbrook's services team. Finance Consultant(25+years Finance/Payroll experience): The individual has extensive experience in software implementation and consulting, with a strong focus on governmental finance and payroll software applications.They have held roles such as Lead Delivery Consultant, Software Consultant, and Finance Implementation Consultant, working with various clients to implement financial software packages effectively.Their responsibilities have included developing procedures and documentation, configuring software, providing customized reports and services, training end-users, and acting as a liaison between clients and technical staff.They have also demonstrated their ability to coordinate client installation and training schedules. In addition to their software implementation expertise, the individual has experience as a System Consultant Analyst, where they analyzed business processes, performed needs assessments, and translated business requirements into system specifications.They have collaborated with technical teams to develop and support automated business processes. Furthermore, their background includes a role as an Assistant Project Manager, showcasing their project management skills, and they have also served as a senior accounting specialist. Overall, this individual brings a wealth of experience in software implementation, consulting, and project management, with a focus on governmental finance and payroll software applications.Their strong analytical and problem-solving skills and ability to effectively collaborate with clients and technical teams make them instrumental in implementing and optimizing software solutions for organizations. Finance Consultant(22+years Finance/Payroll experience): The individual has diverse experience in various roles over their career.They have significant experience as a Delivery Consultant, working with companies like Springbrook and Accela Inc. to implement governmental accounting software.Their responsibilities included reviewing client business processes, streamlining operations, installing software,training users,guiding go-live transitions, and providing post- go-live support.They also served as a mentor and conducted training seminars. Additionally, they have experience as an Accountant for the City of Burien, where they managed payroll, benefit payments, tax reports, and various financial accounts.They have also held roles as a Controller, Property Manager,Taxation Auditor, Finance Analyst, and Area Manager in different organizations, showcasing their versatility and adaptability. Overall, this individual brings a strong background in software implementation,finance, accounting, and management.They have successfully implemented financial software solutions, managed complex financial processes, and demonstrated expertise in various industry domains. WWW.SPPINGBPOOKSOFTWAPE.COM 17 Springbrook UB Consultant(20+years UB Experience) The individual has a strong background in utility billing and software implementation.They have worked as a Utility Billing Implementation Consultant at Springbrook Software, where they focused on data analysis, project management, and communication skills. Before that,they held the role of Solutions Engineer at the same company, emphasizing their data analysis and communication expertise. In addition to their experience at Springbrook Software,they worked as a Solutions Consultant and Service Delivery Manager at Muni Billing, where they presented the platform, trained the sales team, and collaborated with product managers for implementation and client success. They have also served as a Utility Billing Manager at FATHOM, overseeing the utility billing cash office, and as a Utility Billing Supervisor at the City of Keller, where they worked in the water billing department in various capacities. Overall, the individual brings a wealth of experience in utility billing, software implementation, data analysis, project management, and strong communication skills.Their expertise in the utilities domain, problem-solving abilities, and critical thinking make them essential in utility billing and software-related roles. Project Manager(12+years PM experience) The individual highlights their flexible mindset, objectivity, and intellectual curiosity as key traits.They excel in building relationships and effectively communicating with diverse or remote teams.They are comfortable managing multiple projects of varying complexities and strongly commit to producing measurable and impactful results.They also emphasize their skills in strategic prioritization and navigating ambiguity. In terms of certifications, they are a PMI Agile Certified Professional, ScrumMaster Certified, and Lean Certified. As a Senior Project Manager, they are responsible for delivering professional services and SaaS products to a diverse client portfolio.They handle various implementation processes, resource allocation, risk management, and effective communication with team members and stakeholders. Additionally, they focus on coaching and guiding individual contributors to foster a high-performing team. As a Project Manager, they conduct kick-off meetings, develop project plans, lead cross-functional teams, and communicate project milestones and risks to stakeholders. As an Implementation Manager, they managed a team of project managers and were responsible for customer onboarding and software implementation.This involved client communication, requirements gathering, project scheduling, issue resolution, and software configuration. Overall, the individual brings a wealth of experience in project management, team leadership, client communication, and software implementation.Their certifications and skills in agile methodologies demonstrate their commitment to delivering successful projects. WWW.SPPINGBPOOKSOFTWAPE.COM 18 Springbrook G. Ongoing Support and Maintenance Springbrook Software offers many options for support. We offer an 800-phone number for immediate support. Hours of operation are 5 AM to 5 PM, PST, as well as a Community website, which has many FAQs,tips and tricks,videos, webinars, and case creation. We also offer Disaster Recovery Services and refresher training classes from our Community website. Springbrook support can be accessed via phone, email, or the Community customer portal. We encourage customers to use our Community customer portal. Customers can find many answers via our knowledge base. You have the option to create a ticket if needed. Springbrook support operates on a severity-level philosophy. If a customer calls in with work stoppage issues, that case moves to the head of other tickets. We let the customer initiate the severity level they believe their case to be. Our Tier 1 agents assess the case and place it in the appropriate queue. Our success is measured in our response SLAB. Critical severity: 1-hour response, Highs severity: 4-hour response, Medium severity: 8-hour response, and Low severity: 24-hour response. Springbrook also offers an online 24/7 help system, which includes a variety of webinars,videos, and other documentation in an easy-to-search system. Every Springbrook Software module implemented requires sign-off by the client at go-live to ensure the software has been implemented according to previously documented requirements. Any post-go-live issues are tracked to ensure timely resolution. Springbrook support has agents categorized into three tiers. As stated, we offer phone support from 5 AM to 5 PM PST and have a Community website available 24/7.All agents can remote into customers' computers with permission. Our ongoing maintenance is provided through our engineering group. We release service packs as needed to address software changes and fixes. Our dedicated team of support agents knows Springbrook Software inside and out.The average tenure of our support staff is 10+years. We get to know your environment and needs. Our support staff works extremely hard to determine the issue and inform you of the solutions needed to complete the task. Springbrook has its own Backup and Recovery systems monitoring our Cloud environment. We often know of an issue before you or your team would identify it. Springbrook's documentation is accessible via our online help, which can be searched by keyword, module, or process.This helpful information can be downloaded in PDF and saved or printed by the user. The online help information is updated with the newest information when available. All support costs are included in the annual subscription fees. Springbrook conducts an annual conference in partnership with the Springbrook National Users Group (SNUG)that offers multiple training days at various skill levels. Additionally, we host smaller, regional user group meetings nationwide on an ongoing basis. WWW.SPPINGBPOOKSOFTWAPE.COM 19 Springbrook 1. Does Proposer have an annual User Yes, Springbrook holds an annual user conference. Conference? 2. Does Proposer have a telephone support line? Yes, 877-777-0069. 3. What hours is support available? (In MST/MDT) 6 AM to 6 PM, MST time) 4. What is Proposer's average response time The average time is—20 minutes, with 73%first call (minutes)for a telephone response to a service resolution response. call? 5. What is Proposer's guaranteed maximum Springbrook support operates on a severity-level response time (minutes)? philosophy. If a customer calls in with work stoppage issues,that case moves to the head of other tickets. We let the customer initiate the severity level they believe their case to be. Our Tier 1 agents assess the case and place it in the appropriate queue. Our success is measured in our response SLAs. Critical severity: 1-hour response, High severity: 4-hour response, Medium severity: 8-hour response, and Low severity: 24-hour response. At Springbrook Software, our commitment to your success doesn't end with the implementation of our cutting-edge solutions. We understand that continuous learning and growth are essential components of maximizing the potential of our software.That's why we offer a comprehensive array of post-go-live training options tailored to meet the diverse needs of our valued clients. Our training philosophy centers on flexibility and accessibility. We recognize that different individuals and organizations have unique preferences and schedules.To accommodate these variations, we provide a variety of avenues for advancing your expertise: • Monthly Paid Training Sessions: Stay ahead of the curve with our regularly scheduled monthly training sessions.These dynamic online sessions are designed to keep you up to date on the latest features, best practices, and industry trends. Led by our expert trainers, these sessions are interactive and engaging, ensuring you gain practical insights to enhance your proficiency. • Annual User Conferences: Immerse yourself in a collaborative learning environment by joining our annual user conference.This vibrant event brings together Springbrook Software users from across the globe. Network with peers, exchange success stories, and deepen your knowledge through a series of engaging workshops, keynote presentations, and hands-on demonstrations. • Ongoing Support and Help Topics: Our commitment to your success extends beyond scheduled events.Access a wealth of resources through our comprehensive support library and help topics. Whether you have a quick question or need in-depth guidance,you'll find a wealth of information at your fingertips, available whenever you need it. • Training Sessions—Online and In-Person: We understand the importance of choice when it comes to your learning preferences. Our training sessions are designed to cater to both virtual and in-person participants.Join from the comfort of your office or attend a regional training event to experience personalized instruction in a collaborative setting. At Springbrook Software, we believe that the journey to proficiency is ongoing, and we're dedicated to empowering you every step of the way. Our post go-live training options provide you with the tools and WWW.SPPINGBPOOKSOFTWAPE.COM 20 Springbrook knowledge needed to unlock the full potential of our solutions, ensuring that you achieve your goals with confidence and expertise. H. Software Updates and Distribution 1. Will Proposer provide all periodic Springbrook Cloud stands out in the fast-paced enhancements to software at no additional world of software solutions for local governments charge, beyond the Annual Support with its unique commitment to innovation and Agreement? Next major upgrade included? client satisfaction. Here's how we do it: 1. Weekly Releases: Unlike most competitors, Springbrook Cloud provides weekly software updates, ensuring clients always have access to the latest features and improvements. 2. No Extra Cost: Our dedication to keeping clients up-to-date at no additional expense sets Springbrook Cloud apart. 3. Embracing Innovation: Springbrook Cloud's proactive approach includes strategic acquisitions of other software companies.This enables us to stay ahead of industry trends and seamlessly integrate cutting-edge technologies into our platform. 4. Inclusive Agreements: All clients benefit from Springbrook Cloud's continuous enhancements without the need for pricey upgrades. We prioritize inclusivity in our standard agreements. 5. Latest Versions for All: By keeping every client on the most current version, Springbrook Cloud eliminates common issues related to outdated software, including security vulnerabilities and compatibility problems. 2. Does Proposer provide product upgrades Springbrook product updates are released automatically or on demand? automatically and on demand. WWW.SPRINGBPOOKSOFTWAPE.COM 21 Springbrook 3. How does Proposer normally release product Product updates are typically released weekly. upgrades or enhancements? Updates usually occur outside of business hours. Updates are communicated via our Status page and support Community.The status page sends real-time updates of when each release begins and ends. Any testing needed before the release is coordinated with individual customers before the release. 4. What is Proposer's process in the event an Should a software update fail to work properly, update fails to work properly? Springbrook will either re-deploy the prior release or work to resolve the issue. The option chosen is dependent on the nature of the issue and the expected impact to the customer base. Springbrook uses Azure DevOps to manage the releases and deployments. It is automated, which makes deployments and rollbacks precise and repeatable. WWW.SPRINGBPOOKSOFTWAPE.COM 22 Springbrook C/ovd/Irencal Peel/wni/o.lmo Po.er.ieiii I. System Performance & Recovery Data Security, Backup& Recovery Springbrook Cloud Services utilize a fully protected network for data storage.This protected network is where any system resides that directly interfaces with customer data stored within the transactional databases, date warehouse, or file shares.Transfer to/from other networks is only permitted through the appropriate application access. All data is stored within Azure Regions located within the United States. No data is stored or processed outside of the United States. South Central US ................................................................................................. ....., DB Backups jrWeeklyVull Backups Azure Storage Account • Daily Incremental Backups • Real-Time Log Shipping Real-time replication to read-only reporting database instance .............................................. ............. ........................ ................................................ ............. ..........................., 0 Customer Primary Reporting Optional database extract for Extract Database Database .................. ................................................................ customer use on customer North Central US specified schedule. The Springbrook Cloud Services transactional databases are implemented using Microsoft SQL Server Standard Edition. A full backup of this database is performed weekly, with incremental backups performed daily and real-time replication of the archive logs. Backups and archive logs are stored in the alternate DR region to be used during a DR event. Optionally, a customer-specific database backup can be performed on a schedule mutually agreed upon, and that backup staged for pickup by the customer. WWW.SPRINGBPOOKSOFTWAPE.COM 23 Springbrook Data Transmission,Storage and Destruction To ensure Springbrook Customer Data is not read, copied, altered, or deleted by unauthorized parties during transfer or storage, the following measures are in place: • Customer access to the Springbrook Cloud Services is protected by the most current version of Transport Layer Security (TLS 1.2+). • Springbrook uses strong encryption (AES 256) when storing Customer Data within our Microsoft Azure public cloud infrastructure. • Springbrook storage media has all data securely wiped when de-provisioned. • Springbrook offers optional services for periodic Customer Data backup exports for storage by the Customer. • Upon contract termination or Customer request, all Customer Data is securely deleted from the Springbrook Cloud Services. Confidentiality and Integrity To ensure Customer Data remains confidential throughout processing and intact, complete, and current during processing activities,the following measures are in place: • Springbrook has a formal background check process and conducts background checks on all new employees. • Springbrook trains its personnel engaged in software development or testing in application security practices and secure coding practices. • Springbrook has a central, secured repository of product source code accessible only to authorized Springbrook Personnel. • Springbrook has a formal application security program and employs a robust Secure Development Lifecycle (SDLC). • Security testing includes code review, penetration testing, and static code analysis tools on a periodic basis to identify flaws. • All changes to Springbrook Cloud Services are via a controlled, approved release mechanism within a formal change management process. • All encryption and other cryptographic functionality used within the Springbrook Cloud Services use industry-standard encryption and cryptographic measures aligned with the standards promulgated with FIPS 140-2. Backend Data Access At Springbrook, we understand the importance of data accessibility and security.To ensure a seamless experience for our clients, we have implemented various methods for accessing backend data tables. Our platform supports standard web APIs, which allow clients to programmatically interact with the data tables and retrieve the desired information.This enables efficient data retrieval and integration with other systems or applications. In addition to web APIs, we offer SFTPs (Secure File Transfer Protocol) as a secure method for accessing the backend data tables. SFTP provides a highly encrypted channel for transferring files between systems, ensuring the confidentiality and integrity of your data during transit. Furthermore, we recognize the significance of data visualization and reporting for informed decision- making.To address this, we have integrated Tableau reporting capabilities into our platform. Tableau enables you to create interactive and visually appealing reports and dashboards, leveraging the data WWW.SPPINGBPOOKSOFTWAPE.COM 24 Springbrook stored within our backend data tables. With this integration, you can generate insightful reports and gain valuable insights from your data. To ensure the security of our clients' data, we have implemented robust measures within our system. Springbrook Cloud/Cirrus utilizes the AuthO identity platform, which provides authentication services to the application. The default authentication method is username/password with multi-factor authentication (MFA), enhancing the security of user accounts. Additionally, we offer the option for customers to integrate their identity provider (IDP) with AuthO through our Springbrook enterprise connection.This allows for a seamless authentication experience and leverages the existing IDP infrastructure. Moreover, we prioritize data encryption to safeguard your information.All data stored within Azure storage accounts or disks is encrypted using vendor-managed keys. This encryption ensures that your data remains protected at rest, minimizing the risk of unauthorized access. We understand the importance of both data accessibility and security in all business operations. We aim to provide our customers with a reliable and secure platform that empowers our users to access and utilize data effectively. Availability To ensure Customer Data is protected from accidental destruction or loss and there is timely access, restoration, or availability to Customer Data in the event of a service incident, the following measures are in place: • Customer Data and/or backups of Customer Data are stored across multiple, geographically separate Microsoft Azure regions. • The infrastructure within each Microsoft Azure region is redundant, with multiple interconnections, to ensure no single point of failure exists. • Springbrook Cloud Services resources deployed in each Microsoft Azure region can be redeployed to alternate regions using automation and data backups in the event of flooding, earthquake, fire, or other physical destruction or power outage to protect Customer Data against accidental destruction and loss. • Each Microsoft Azure data center has multiple power sources and generators on-site with battery backup to safeguard power availability to the data center. • Each Microsoft Azure data center has multiple access points to the internet to safeguard connectivity. • Each Microsoft Azure data center is monitored 24x7x365 for power, network, environmental, and technical issues. • Springbrook maintains a robust Business Continuity/Disaster Recovery program, including: o Well-defined updated plans. o Annual testing and retrospectives. Continuity of Service& Disaster Recovery Springbrook uses Terraform as an infrastructure provisioning and configuration orchestration tool to manage and provision resources within Azure. Using this tool and an Infrastructure as Code (laC) process allows us to quickly and repeatably deploy the infrastructure necessary to run the Springbrook Cloud WWW.SPPINGBPOOKSOFTWAPE.COM 25 Springbrook Services. With this capability, Springbrook can move the Springbrook Cloud Services between Azure regions, and it is an integral component of Springbrook's disaster recovery process. Following a disaster declaration for the Production instance of Springbrook Cloud Services,the Springbrook Incident Response Team will initiate the following steps: • Start timeline for recovery objective (RTO) milestones • Immediate communication to customers with details of the event and the impact of the interruption. • Establish emergency command center and communicate bridge numbers for the Crisis team. • Communicate roster of active personnel and management structure. • Coordinate with Microsoft on the assessment of production region outages. • Begin bringing disaster recovery instances online in DR region using Terraform automation and the backups and snapshots replicated from the production region. • Update customers with details of disaster and projected time to recovery. Within 4 hours of incident: • Incident Response Team will determine impact on production region and whether to wait for restoration or initiate operation in the DR region. • Site Reliability Engineers will monitor and validate the activation of the disaster recovery instances in the DR region. • Site Reliability Engineers will monitor the restoration of the transactional databases. • Customer support will provide hourly updates to customers. Within 24 hours of incident: • Push DNS changes to move customer traffic to the DR region. • Transactional database in the DR region will be rolled forward to the last complete point in time replicated log. • Site Reliability Engineers will validate transactional databases for consistency. • Start the ETL processes to rebuild the data warehouse. • Run the automated smoke test to validate the DR. Vulnerability Management& Patching All Springbrook production systems are internally and externally scanned with industry-leading vulnerability scanners on a monthly basis. Any detected high-risk vulnerabilities are remediated, and re- testing is performed to ensure vulnerabilities are corrected.Third-party industry security experts perform annual penetration tests to validate adequate security controls are in place. All required findings are remediated, and testing is repeated until no material risks remain. In addition to vulnerability scanning, Springbrook actively monitors security alerts from industry standard sources such as US-CERT and Azure Security Center recommendations. Springbrook monitors these sources for updates on security issues, software and system patches, and other pertinent updates.These patches and updates are applied to the Springbrook systems for timely remediation of any vulnerabilities discovered. A risk-based model for prioritizing remediation through change-controlled, vendor-supplied patches, configuration changes, or the secure software development process is utilized. Patches are tested where feasible in a sandbox environment before being promoted to customer-accessible environments. WWW.SPPINGBPOOKSOFTWAPE.COM 26 Springbrook Patching is performed by the Springbrook Cloud Operations team at least monthly and more frequently when required. Springbrook Software's Test Environment/Sandbox At Springbrook Software, we understand the paramount importance of ensuring the seamless functionality and data integrity of your systems. Our Test Environment/Sandbox is a dynamic platform designed to explore, experiment, and innovate without any risk to your live system. A Secure Playground for Precision Testing Our Test Environment/Sandbox offers a secure haven where you can "play"with your processes and experiment with various configurations, all while safeguarding the sanctity of your real system.This meticulously crafted environment is a mirror image of your live system, ensuring an authentic testing experience. Infinite Exploration,Zero Consequences With Springbrook Software's Test Environment/Sandbox,the possibilities are limitless.You can run tests, trials, and simulations without worrying about causing disruptions or compromising data integrity. Our robust architecture guarantees that any changes made within the sandbox remain isolated from your live system. Refresh at Your Convenience We understand that the testing landscape is dynamic, and you may need a fresh start at any moment. That's why we offer the unique benefit of refreshing your Test Environment/Sandbox at your convenience at no additional cost. Simply request a refresh, and you'll have a clean slate to continue your testing journey. Key Features: • True-to-Life Replica: Experience the exact environment of your live system, ensuring realistic testing scenarios. • Risk-Free Exploration: Experiment freely without any impact on your live data or system. • Seamless Refresh: Refresh your sandbox effortlessly, enabling continuous testing and innovation. WWW.SPPINGBPOOKSOFTWAPE.COM 27 Springbrook J. Proposer Reference Information WWW.SPRINGBPOOKSOFTWAPE.COM 28 Springbrook K. Total Cost This Statement of Work (SOW) outlines the key objectives, deliverables, and responsibilities associated with the software project to be undertaken by Springbrook Software and the City of Twin Falls.This document serves as a formal agreement between the parties involved and provides a comprehensive overview of the project scope, timelines, and expectations. The software project, led by Springbrook Software, aims to address specific business needs and enhance operational efficiency by developing and implementing Springbrook's Cirrus Cloud Platform software solution. By establishing clear guidelines and expectations,this SOW ensures effective project management, promotes collaboration between stakeholders, and serves as a reference point throughout the project's lifecycle.The SOW is intended to serve as a foundational document that aligns all parties involved and facilitates the successful execution of the project. It is essential that all stakeholders thoroughly review and understand the contents of this SOW before proceeding with the project. Any modifications or changes to the agreed-upon scope,timelines, or deliverables must be documented and mutually agreed upon through a formal change control process. Please see Appendix B—Total Cost Summary for details. WWW.SPPINGBPOOKSOFTWAPE.COM 29 Springbrook L. Proposal Signature Form DocuSign Envelope ID:744046A1-3FE2-42CB-B259-A6AD2395EE5C j— rroposai Nignature r orm The undersigned,as proposal responder,declares that he/she has carefully examined all the items of the Specifications and Instructions herein that he/she fully understands and accepts the requirements of the same, and he/she agrees to furnish the specified items and will accept,in full payment therefore,the amount specified below. Proposals shall include installation services,and the successful respondent shall obtain all required permits and pay fees required. $ Note: terms are firm for one hundred twenty(120)days. Total Price: S Proposer Name: Gary Kaber Senior Account Executive Date: 10/11/202 3 Address: 1000 SW Broadway, suite 1900, Portland, OR 97205 925-872-0559 Telephone: FT pnM by: Signature: (Person executingMresponse and official capacity) WWW.SPPINGBPOOKSOFTWAPE.COM 30 Springbrook AppendixA — Insurance Requirements , WWW.SPPINGBPOOKSOFTWAPE.COM 31 Springbrook Aopendix 6 — Total Cost Summary SUBTOTAL $ WWW.SPPINGBPOOKSOFTWAPE.COM 32 Springbrook C/ovd/Irencal Peel/wni/oi lmo�Po.�er��.i�eiii Appendix C — Exception Form N/A. Springbrook does not have any exceptions. WWW.SPRINGBPOOKSOFTWAPE.COM 33 Springbrook Appendix D — Requirements Summary • Global Areas ❑ Active directory integration tkrith Azure y ❑ Audit trail for table changes,transactions,updates to code tables y ❑ Detailed reporting y ❑ Editable imporvexport configurations y - Fields and fixed locations to work with Laserfiche connectors and repository y ❑ Global search capabilities y ❑ Government rated security y ❑ User defined fields y ❖ System Access Security Maintenance ❑ Custonnizable security for user and user groups y ❑ Manage data used in specific modules y ❑ Systemwide lookup tables(lots.bank accounts,etc) y •'•• Financial ❑ Accounts Payable y ❑ Accounts Payable batch review-before conunitment y ❑ Accounts Receivable y E Additional periods beyond 12 to account for Govermnent-Wide adjustments y ❑ Automatic signatures on checks y ❑ Bank reconciliation y ❑ Budgeting y ❑ Cash receipting,including ability to import files that tie to a customer account or record a payment with payee details from someone who doesn't have a y Cash receipting date adjustment after comnnitnent y ❑ Check number or date corrections after commitment y ❑ Clearing House y ❑ Duplicate invoice payment flagging in Accounts Payable y ❑ Field to separate vendor payments during check processing y ❑ Fixed Assets y ❑ General Ledger y ❑ Import cleared checks y ❑ Import of General Leder adjustments y ❑ Multiple account payment recordings on one receipt y ❑ Multiple billing cycles or categories y ❑ Positive Pay check file generation for the bank- y ❑ Project management tracking y ❑ Sales Tax calculation and reporting y ❑ Splitting deposits vs cash or check y ❑ Transfer of detailed information from identified subledgers to the General Ledger y WWW.SPRINGBPOOKSOFTWAPE.COM 34 Springbrook ❑ Type codes and groups in Cash receipting Y ❑ 1099 classification.reporting and electronic generation for State and Federal govenmient Y :• Human Resources - ACA tracking and reporting Y ❑ Anniversary date fields in addition to hire date Y ❑ Automatic tax table updates Y - EEOC classification trackability Y - Electronic W-2 generation for State and Federal government Y ❑ Employee self service Y ❑ IRS Social Security number validation Y ❑ Manual ability to enter pay information generated by a 3"party system to generate a PERSI Y report ❑ Multiple payroll cycles Y Multiple accrual tables and rules Y - Outgoing ACH file creation Y Pay code mapping to an accrual bank Y ❑ Payroll.with payroll expenses following wages based on salary classification Y ❑ PERSI reporting for General.Public Safety Class II.Public Safety Class D.and returning Y Public Safety Retirees ❑ Report generation on how pay and deduction codes are configured for pay cycles Y ❑ Salary payments.adjusted for leave codes Y ❑ Specialty pay.including flat amoxmts tied to specific pay codes Y ❑ Step or tier setup on deductions and benefits Y ❑ Two-way integration with Timeclock Plus Y ❖ Utility Billing ❑ Auto pay and incoming ACH payment file generation Y ❑ Billing exports to 3"party for printing.including bar code Y - Collection turnover report generation Y Different billing cycle availability Y - Inbound IVR payment acceptance Y - Integration with meter reading software Y Level pay,'balanced budget Y ❑ Past due.payment reminders.alerts&notice communication via phone. text and or email Y ❑ Payment arrangement tracking Y ❑ Pressurized Irrigation fee calculation on lot size Y - Refrmd batch generation Y ❑ Sewer based billing on water usage with calculated caps Y ❑ Utility deposit recording and tracking Y ❑ Water. Sewer. Sanitation Y WWW.SPPINGBPOOKSOFTWAPE.COM 3S Springbrook C/ovd/irencal Peel/wni/oi/xe/po�arri.iei+ Web payunent setup y Winter averaguu= y Work orders service request integration with CityWorks y WWW.SPRINGBPOOKSOFTWAPE.COM 36