Item 16 - Cityworks Maintenance Agreement

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Section B I Services Provided Woolpert fully understands that the City of Santa Ana needs a Trimble Cityworks support consultant that can assist with all Cityworks-related tasks including, but not limited to, general Cityworks support, troubleshooting, training, configuration, reporting, integrations, GIS services, and anything else related to the expansion and support of your asset management system of choice. Many clients who have engaged Woolpert for Cityworks implementations have chosen to extend their partnership by contracting Woolpert for additional ad -hoc support services. Our expert technical staff is readily available to assist client users, particularly for newer and smaller clients who may have limited technical resources to support their Cityworks implementation. While Woolpert's Cityworks implementation services aim to train client users to achieve self-sufficiency in their day-to-day Cityworks support and usage, there are instances where additional assistance may be necessary or highly beneficial. Factors such as staff resignations, retirements, or position changes within the client organization can create gaps in the Cityworks support team. Additionally, clients may seek to incorporate new functionalities, implement additional user interfaces, integrate systems, or request a follow-up health check to maximize the potential of their implementation. To cater to these support needs, Woolpert typically establishes a separate task order or contract with clients to provide on -demand ad -hoc support services. These agreements are typically structured based on a time and materials fee arrangement, often with a specified dollar limit or maximum scope to provide cost control and transparency. Below are examples of specific additional support services that Woolpert provides On -demand technical assistance addresses any questions, concerns, or issues related to Cityworks implementations. Clients have access to timely support from Woolpert's expert technical staff, helping them navigate challenges and maximize the benefits of their Cityworks implementation. Many clients have seen benefits by having Woolpert conduct periodic system health checks to assess the performance and functionality of their Cityworks implementation. These assessments help identify areas for improvement, optimize system configurations, and make sure that the software is aligned with the evolving needs of the client. Cityworks can be customized to meet specific requirements. This includes developing tailored workflows, configuring user interfaces, automation, and integrating Cityworks AMS with other software systems. By providing this support, Woolpert helps clients leverage the full potential of Cityworks and streamline their operational processes. Additional training sessions and user support beyond the initial project implementation enables clients' staff members, including new hires or those transitioning to different roles, to receive the necessary training to effectively maximize the capabilities of their software. Ongoing training helps maximize user proficiency, promotes system adoption, and enables clients to fully leverage the software's capabilities. As Cityworks releases updates, Woolpert assists clients in planning and implementing system upgrades. This includes assessing the impact of upgrades, performing testing and validation, and providing guidance throughout the upgrade process. Additionally, Woolpert helps clients explore new features and enhancements available in newer versions of Cityworks. These additional support services from Woolpert demonstrate our commitment to providing comprehensive assistance to clients beyond the initial project implementation. By offering ongoing support and tailored services, Woolpert helps clients effectively utilize and optimize their Cityworks implementation to grow as their organization requires. CITY OF SANTA ANA I TRIMBLE CITYWORKS CONSULTANT SERVICES