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vo Iry 011, �� 1 I, II Y„!�o-�/��11, �'�l�o�. PI �l� �I� ��U/1� ',�`I'k,N,7f 7� Ilf S 5. 1. mi II113 Illleiirrr°ieikta iiii n Ap i ac F�IIhases, Deliverables,IV'lllRIesto ke Successful implementation is based on SmartWorks' understanding of Customer requirements and experience gained through the implementations of SmartWorks Software at various Customers across North America.'s project will leverage SmartWorks' Implementation Methodology which has been honed and perfected over the company's long history to successfully guide project implementation from Initiation to Deployment. ,5.2. Methodology The SmartWorks Methodology is based on the following guiding principles: • Promote and foster customer ownership of solution, • Establish and maintain consistent and regular touchpoints with Customer; • Ensure that project performance is visible, measurable, tracked and risks identified and mitigated — No Surprises I,- and • Seek to minimize customer cost and time while still achieving project objectives. The Implementation Methodology consists of two main areas: Project Management and SmartWorks Software Implementation Management where each has associated (where applicable): • Processes / Checklists / Matrices that define how to operate; • Deliverables that are formal outputs that require Customer sign -off; • Work Products that are outputs produced as part of the work required to achieve the desired project goals; and • Tools / Assets that are leveraged to produce defined outputs. The Project Management area defines how projects are managed. It includes: • Communication/Status Management aimed at establishing internal and external communications as well as monitoring and communicating project status and effort spent; • Relationship Management aimed at measuring the pulse of Customers and partners; • Work Management aimed at capturing and monitoring effort, cost and work to be performed; • Change Management aimed at defining and controlling project scope; • Risk Management aimed at planning, mitigating, tracking and monitoring risks; • Acceptance Management aimed at ensuring that expected deliverables are delivered and accepted; and • Financial/Contract Management aimed at monitoring project financial health. The Implementation Management area defines the Implementation Phases and associated Work Products and Deliverables that are part of this project. The Implementation Phases are defined in the following table: City of Santa Ana—SmartWorks Statement of Work 2 5 H -7 5 Page 68