Linking Agreement with Benavate, LLC.

City of Glendale — Regular Meeting (2024-12-10)

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BlueInk Bundle ID: 1GeqLaCNk9

Jason Rusnak
President
3423 Piedmont Road NE, Atlanta, GA 30305
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BlueInk Bundle ID: 1GeqLaCNk9

City of Glendale Department of
Community Services
A STATEMENT OF WORK for
November 4, 2024
Presented by Neighborly Software

Services Statement of Work
1. Neighborly Software will provide the City of Glendale with hosted software for the enrollment, qualification,
administration and reporting of the following activities (e.g. Programs*):
a. Emergency Home Repair
j. THRIVE Self-Sufficiency Case Management
b. Owner Occupied Housing Rehabilitation (Roof and
Exterior)
k. DES Navigation
c. Public Service Grants to Subrecipients
l. Public Facilities
d. Administration
m. Workforce Development
e. New Affordable Multifamily Rental
n. Major Home Repair
f. ESG (combined all activities)
o. Heat Relief
g. Glendale Works (Street outreach)
p. Pandemic Small Business Assistance
h. Tenant-Based Rental Assistance
q. Homeowner Water Utility Assistance
i. Landlord Incentives
r. Eight (8) future programs TBD
*Programs are commonly referred to as “activities” and are available for viewing on the 'Neighbors' Dashboard. Each
program/activity within Neighborly Software has the capability of having its own unique public facing or internal facing
application experience. Included in each program/activity is the ability to set certain eligibility requirements, questions, income
documentation, document requests/generation, statuses, budget categories, accomplishments, administrative checklists, pre-
configured reports, mapping, etc.
The following are in-scope services:
•
Professional Services to implement a cloud-based housing, economic, and community development
software solution
•
Provide up to twenty-five (25) named Administrative Users to access the software solution
•
Implementation of Snowflake Data Warehouse as a Service module push data to a 3rd party reporting
system (e.g. Power BI, Tableau, etc.)
•
Include data access to Craftsman Book Specifications and Cost Estimate for Housing Repair/Rehab related
activities
•
Leverage Single Sign On through Microsoft Azure AD/Entra
•
Data Conversion and import of legacy data into the software solution including six (6) unique data sets.
•
Development and implementation of one (1) custom report import/export mechanism or dashboard – up to
thirty (30) hours of initial development and ten (10) hours of annual adjustments
•
Implement a production environment of the Neighborly Software housing, economic, and community
development system that:
•
that is a stable, secure online cloud-based software system to manage a variety of the city’s funding
projects as they relate to housing and community development.
•
is fully hosted using Microsoft’s US FedRAMP certified Azure cloud computing platform
•
is available 24 hours a day, 7 days a week, with the exception of agreed upon regularly scheduled
maintenance windows or unavoidable outages.
•
is accessible by any modern browser and mobile responsive

Glendale, AZ – Neighborly Statement of Work

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GLENDALE, AZ STATEMENT OF WORK
•
supports an unlimited amount of applicants and applications.
•
scales automatically as volume of applicants and data storage increases
•
has all data stored, processed, and maintained solely in data centers located in the United States
•
includes administrative and end-user training.
•
includes language selection of the Google translate plug-in for the Participant Portal
•
meets Web Content Accessibility Guidelines (WCAG) 2.1 Level AA and accommodates the use of
screen readers for the Participant Portal.

Neighborly Software will make available to the city all updates, and any documentation for such updates, to the
Services. Neighborly Software will ensure that (i) new features or enhancements to existing features are synchronized
with the previous version, and (ii) updates will not degrade the performance, functionality, or operation of the
Services.
Service Level Terms
Company will use commercially reasonable efforts to maintain the availability of the Software to the Customer at
99.5%. All Updates will be completed outside of standard business hours (same as Support Hours). Notification of
Updates will not be provided unless downtime is expected. If major Updates are required during standard business
hours due to necessity, Company will provide notification to Customer as soon as reasonably possible. Updates
during Scheduled Downtime and are excluded from the 99.5% Service Availability calculation.
Implementation Services Statement of Work
This Implementation Services Statement of Work describes the Services to be performed, and Deliverables to be
provided, by City in completion and satisfaction of the Implementation Services.
1. City Key Roles. City will assign an Engagement Manager who will be Customer’s primary contact person
and who will coordinate all the activities of the Implementation team.

2. Customer Key Roles. Customer will assign a person to be the focal point to coordinate the user and
technical support and resources needed for the implementation, and to be responsible for approvals and
decisions. This person will coordinate data collection and reconciliation, review each stage of the
implementation process, and provide end user involvement with systems and user acceptance training.
Schedule and cost estimates assume that personnel acting in the roles noted above to be reasonably and
readily available to the City team as needed throughout the project. Additionally, all approvals and
decisions are made within a reasonable time period.

3. Implementation Steps. The following are the general steps which make up the implementation process
for up to four (4) programs over a 6-8 week period:

Kickoff meeting

Program Design and Documentation

System Configuration and sign off

Data Review and Validation

Administrator Training

4. Implementation Deliverables. The following are the items that will be delivered as part of
implementation:
a. Program Design and Documentation

List of all documents to be uploaded into the system as part of the Program

Glendale, AZ – Neighborly Statement of Work

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GLENDALE, AZ STATEMENT OF WORK

List of all documents to be generated by the system as part of the Program

b. System Configuration

Create Administrator accounts in the system

Configure Customer enrollment application in the system

Configure Customer specific approvals and workflow in the system, including up to thirty
(30) documents/images to be uploaded

Configure up to two (2) program documents (per program) to be generated by system

c. Data Review and Validation

Provide up to five (5) business days for Customer to test and validate system data and
configuration
d. Administrator Training

Conduct one (1) four (4) hour virtual training session, which may be recorded by
Customer.
5. Customer Responsibilities
a. Design and approve data elements, program workflow, and eligibility criteria
b. Identify all program documents required to be stored in the system
c. Identify all program documents to be generated by the system
d. Test and approve system configuration
e. Provide final sign off that the system meets all requirements (“Go Live”)
f. Participate in administrator training session
Implementation, Training and Ongoing Support
Neighborly Software has a proven implementation methodology that has been refined over the course of 550+
successful public sector implementations. Our implementation cycle can range from six to eight weeks, depending
upon the number of programs being implemented, their complexity, and the responsiveness of the client. Based on
our experience, we are confident that the software can be implemented for up to four (4) unique programs, and all
training completed within eight weeks. Additional programs may be implemented in a subsequent phase. Additional
details and milestones regarding our implementation methodology and approach can be found in our “Implementation
Schedule.”

Our software is specifically designed for housing, economic and community development programs and incorporates
many “best practices” out of the box. This significantly reduces the upfront gathering of information and configuration
required of a generic grant management solution.

During implementation, Neighborly Software staff will complete all configuration within the system. It is important to
note that until the client’s advanced system administrator(s) is fully trained and comfortable with the configuration
tools, our staff will continue to support and handle any day-to-day configuration updates as needed.

Our implementation approach is iterative in nature and results in a usable, testable minimum viable product within
four weeks of the kickoff meeting. Our proposed implementation schedule is below, including a description of all
implementation meetings.

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GLENDALE, AZ STATEMENT OF WORK
Implementation Planning Meeting
EVENT
KEY ACTIVITIES
Kickoff Meeting
(Virtual)
> Demonstration of the software to all key stakeholders.
> Project objectives and software requirements are reviewed
> Implementation timeline is reviewed and required roles are identified.
> Detailed project work plan is reviewed
> Implementation Guide is reviewed. The guide identifies required information to configure the software.
Workshop
> Review completed Implementation Guide
> Review all historical data sources
> Review, discuss and recommend client best practices to incorporate
> Project requirements are finalized
> Historical data template is provided for data capture by client
Configuration Review
Meeting #1
> First pass configuration is demonstrated to all key stakeholders.
> User credentials are given to administrators for testing – recommended that at least two existing grant
management cases are entered into the system
> Detailed feedback is captured and incorporated into next review.
Configuration Review
Meeting #2
> Second pass configuration is demonstrated to all key stakeholders, including subrecipient reporting and draw
request/approval workflow
> Additional cases are entered in the system
> Detailed feedback is captured and incorporated into next review.
> Historical data is uploaded into the system; client review and final acceptance testing begins
Administrator Training
> Initial configuration is complete.
> Virtual training (4 hours) is conducted for all administrators for in-scope programs
3rd Party Training
> Conduct one virtual training session for all subrecipients for each program
Weekly Status
Meetings
> Review and update the project work plan
> Review open risks and issues
> Distribute weekly project status reports to key stakeholders
Monthly Steering
Committee Meetings
> Review project progress and milestones
> Make decisions and provide guidance on key issues and risks
> Review and approve change orders, if applicable

Neighborly Software has a proven implementation methodology that has been refined
over the course of 550+ successful public sector implementations.

Glendale, AZ – Neighborly Statement of Work

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GLENDALE, AZ STATEMENT OF WORK
Software Training Manuals
With Neighborly Software, you receive an agile partner, dedicated to improving
impact. We pride ourselves on our core values of Community, Innovation, Teamwork,
Integrity, Enthusiasm and Service (CITIES) and unwavering commitment to helping
communities help people. Housing, Economic and Community Development is at the
forefront of our company’s mission. As such, the City would receive a personalized
software solution with a focus on making this partnership a success. Prior to the Go-
Live training, the City will be assigned a Client Success Manager to be their point of
contact for all things training and support needs. All the initial client support,
onboarding, and training is handled by their dedicated Client Success Manager.
Once the City is live and has received training, they are able to submit support
requests to the Atlanta-based customer support team for ongoing care and account
maintenance with periodic check-ins from their Client Success Manager to ensure that
they’re getting the most out of the software. For example, each year Neighborly
software provides a list of “best practices” related to technology, process, and strategy. This approach ensures that
our clients are not only getting the most value out of our software solution, but also their relationship with
Neighborly Software and our growing client base. We also provide ongoing virtual training and support for all
administrators as well as 3rd party stakeholders, including subrecipients, developers, and beneficiaries.
The City can submit software enhancement requests via their Client Success Manager. Every quarter, Neighborly
Software reviews and prioritizes the requests across our client base. Functionality that has applicability across our
client base is typically given priority.
Additional Training Resources
Once the City is live and has received training, they are able to submit support requests to the customer support
team for ongoing care and account maintenance with periodic check-ins from their Client Success Manager to ensure
that they are getting the most out of the software. We also provide ongoing training and support for all
administrators as well as subrecipients.
TRAINING
TYPE
DESCRIPTION
Go-Live Training
Virtual
A four-hour training that walks administrators through all the software’s functionality.
Advanced
Administrator Training
Virtual
A four-hour virtual training that reviews advanced configuration functionality for users that have
permissions to change application fields, create word and email templates, update user permissions,
change annual income limits, create new grant years, etc.
Virtual Subrecipient
Training
Virtual
Thirty-minute online training is typically offered to subrecipients/developers prior to the start of each
application cycle and prior to the start of subrecipients using the software for draw requests and
reporting. The training is recorded and can be posted to a website.
User Guides
Virtual
All stakeholders (e.g. Administrators, Subrecipients, Developers, Reviewers) have
access to User Guides that highlight software functionality specific to their role.
C
I
T
I
E
S
ommunity
nnovation
eamwork
ntegrity
nthusiasm
ervice

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GLENDALE, AZ STATEMENT OF WORK
Webinars
Virtual
Occasionally, Neighborly Software hosts a one-hour webinar that provides a “deep dive” on product
functionality. The webinar is open to all Neighborly Software administrators. All webinars are
recorded and posted to the online support forum. Below are the recent webinars:
> Loan Origination and Management
> Contractors & Work Write Ups
> Document Rendering and MS Word Templates
> Funding and Budget Module
> Creating Ad-hoc Reports via Report Builder
> Affordable Housing Asset Management & Compliance
Support Videos
Virtual
Short instructional videos posted to our online support forum that highlight
discreet administrator processes (e.g., how to change annual income limits, how to
generate a CAPERs report)
User Conference
Virtual
Starting in 2025, Neighborly Software will host a two-day user conference that
highlights new software functionality, client best practices, and emerging trends in the
housing and community development industry.

Client Success Support
Once the City has completed the implementation process, they are handed off to a dedicated Client Success
Manager. The client success team works with our neighbors (clients) to help with making changes to existing set up
but also for any additional training needed for your staff, subrecipients, contractors, etc. We also will work with you
to implement any additional programs needed in the future. Internally we conduct periodic optimizations of your use
of the software and will meet with you to review our best practice recommendations and ways to maximize your use
of the functionality available to you. We take a consultative and proactive approach to account management.
Technical Support
Technical support is available via a toll-free phone number and electronic mail on weekdays during the hours of 8:00
am through 8:00 pm Eastern Standard Time, with the
exclusion of federal holidays. Clients may initiate a helpdesk
ticket during support hours by emailing
support@neighborlysoftware.com.
Neighborly Software uses ZenDesk for all support ticket
tracking and reporting. Below are response and resolution
times for support tickets:

Glendale, AZ – Neighborly Statement of Work

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GLENDALE, AZ STATEMENT OF WORK

In addition to technical support, Neighborly Software contains a help module that provides access to step-by-step
guides for all system functionalities. Each stakeholder (e.g., Administrator, Developer, Subrecipient) has their own
guide based on their unique role. All new functionality is demonstrated and recorded in a virtual training
webinar/video

STANDARD HELP CALLS
Problem does not significantly
impact operations, or that a
reasonable workaround is
available.
Response Metric
We will use commercially
reasonable efforts to respond and
resolve all Standard Helpdesk
tickets within eight (8) hours. If
client support is unable to address
an issue, its escalated to the Client
Success Director, Chief Technology
Officer, or President.
CRITICAL TICKET
Software is usable, but that some
features (not critical to
operations) are unavailable.
Response Metric
Neighborly Software will use
commercially reasonable efforts
to respond to all Critical Helpdesk
tickets within two (2) hours and
resolve Critical issues within six
(6) hours of notification
EMERGENCY TICKET
Software is unavailable or not
usable, resulting in a critical
impact on business operations.
This condition requires
immediate resolution.
Response Metric
Neighborly Software will use
commercially reasonable efforts
to respond to all
Critical Helpdesk tickets within
two (2) hours and resolve Critical
issues within six (6) hours of
notification

Quote
Prepared by: Martin Greenlee
DATE
11/25/2024
Phone: 360-964-0694
QUOTE #
2486
Email: martin.greenlee@Neighborlysoftware.com
VALID UNTIL
12/31/2024
Matt Hess, Deputy Director, Community Services
623-930-3682
mhess@glendaleaz.com
UNIT PRICE
FREQ
UNITS
ANNUAL PRICE
$2,700
Annual
25
$67,500
- Hosting/Security in Microsoft Tier IV FedRAMP Data Center
Included
- Data Storage, Backup and Recovery
Included
- Technical Support (8am - 8pm ET)
Included
- Test environment available during/post Implementation
Included
Single Sign On (SSO) Microsoft Azure/Entra
$1,000
Annual
1
$1,000
Data Warehouse (leveraging SnowFlake)
$7,500
Annual
1
$7,500
Craftsman Book Specification and Cost Estimate database
$500
Annual
1
$500
$76,500
UNIT PRICE
FREQ
UNITS
ANNUAL PRICE
$3,500
One Time
20
$70,000
Data Migration (per data set, does not include documents)
$5,000
Per Data Set
6
$30,000
Professional Services
$175
Hourly
200
$35,000
$135,000
ANNUAL FEES BY INVOICE PERIODS
Annual Fee
TOTAL
Year 1
$76,500
Year 2:
$76,500
TOTAL 2 YEAR FEES
$288,000
Arizona Sales Tax 9.2%
$26,496
TOTAL 2 YEAR with Tax
2. Recurring fees are invoiced annually in advance. Additional licenses may be purchased pro-rata to the contract term.
$314,496
1. All users accessing the "Administrator" portal require a subscription. Developers, homeowners, tenants, and subrecipients do not require a license to
One Time Fees
Program Implementation
ONE TIME FEE TOTAL
ANNUAL RECURRING TOTAL
CLIENT
Annual Recurring Fees
Neighborly Software Per Administator Fee
City of Glendale, Arizona
Notes
$211,500
$76,500
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