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Section E I Proposed Work Plan <br />Statement of Understanding <br />Woolpert fully understands that the City of Santa Ana needs a Trimble Cityworks support Consultant who can provide remote <br />support assistance on an as -needed basis. Support services could include a wide array of support including troubleshooting, <br />reporting, configuration, integrations, GIs consulting and support, and various other technical support items as listed within the RFP. <br />More than any other Cityworks consultant, Woolpert understands what the City needs: we have been providing these services <br />since 2018. <br />We understand the main purpose of this contract is to provide remote on -call, on -demand Cityworks support services, including GIs. <br />However, we also recognize that this contract could also be used for new project -related work that could include on -site services <br />and Cityworks implementations for additional departments and divisions within the City's organization. <br />Approach to Scope of Services <br />Over the full life of a contract like this, Woolpert's support typically involves three main types of approaches: <br />1. Undefined on -call, on -demand support services. <br />2. Small defined project tasks. <br />3. New project implementations. <br />Type 1: Undefined On -Call On -Demand Support Services <br />To make sure that the City can access Woolpert's staff on short notice for technical support, Woolpert and the City will authorize a <br />specific dollar amount allocated to time and material support services. Through this authorization, Woolpert will track the time <br />spent to support the City in their requests and bill for the work (no more than monthly). This approach is effective for unplanned <br />support when quick assistance is required. <br />Type 2: Small Defined Project Tasks <br />When smaller improvements and support can be planned, such as upgrading Cityworks versions or integrating with a new City 311 <br />system, Woolpert and the City will follow a detailed planning approach. For these planned activities, the City will inform Woolpert <br />that additional support services are required. Woolpert and the City will discuss the necessary services and document the support <br />services to be performed. Before performing any services, Woolpert or the City will document the following in writing: <br />• Services to be provided. <br />• Deliverables to be submitted. <br />• Assumptions pertaining to the provided services. <br />• Woolpert responsibilities. <br />• City responsibilities. <br />• Schedule. <br />• Woolpert fees. <br />Under Woolpert's current contract with the City, these smaller projects were completed on either a time and material or a Project <br />Lump Sum fee basis. <br />Type 3: New Project Implementations <br />For larger projects or new Cityworks implementations for new departments or divisions, a more detailed and methodical approach is <br />best. To achieve the best success, Woolpert will engage in comprehensive discussions with the City's staff before formalizing the <br />scope of work (SOW), thoroughly reviewing goals, objectives, future strategies, expectations, and project prerequisites. Our <br />experience has shown that conducting a series of discovery workshops prior to SOW finalization substantially mitigates the risk of <br />project delays and minimizes the necessity for project change orders. <br />Woolpert's Cityworks AMS system implementations can be grouped into one of three types of implementations: <br />• Rapid Ready' — Powered by Cityworks AMS software, Woolpert's Rapid ReadyT1 stands as a pre -configured solution engineered <br />for swift deployment, taking mere months to be operational and at a fraction of the cost typically associated with implementing a <br />conventional work order management system. Merging the excellence of Cityworks' premier asset management system features <br />CITY OF SANTA ANA I TRIMBLE CITYWORKS CONSULTANT SERVICES 11 <br />