SR 06-28-2022 5H
City Council
Report
City Council Meeting: June 28, 2022
Agenda Item: 5.H
1 of 4
To: Mayor and City Council
From: Joseph Cevetello, Chief Information Officer, Information Services Department
David Martin, Director, Community Development Department
Subject: Approval of Contract Modification with Open Counter Enterprises, Inc. for
Permitting Technology Solutions
Recommended Action
Staff recommends that the City Council authorize the City Manager to negotiate and
execute a fourth modification to agreement #4384 for $228,281 with Open Counter
Enterprises, Inc. for a modern technology platform supporting Special Events permitting
processes. This will result in an eight-year amended agreement with a new total amount
not to exceed $458,381 with future year funding contingent on Council budget approval.
Summary
The City has engaged OpenCounter since 2017 to develop systems and portals to
improve the City’s permitting processes and customer experience. In that time, the City
has launched a customer portal for permits and a special events permits portal. Staff
recommends modifying the existing contract with OpenCounter Enterprises, Inc. for an
amount not to exceed $228,281 through September 2025, for a total contract not to
exceed $458,831 and a term of eight years to pay the vendor for prior development
work completed and to support 3 years of the Special Events portal.
Discussion
Under this scope of work, OpenCounter Enterprises, Inc. will maintain the Special
Events portal and be reimbursed for additional permitting work performed to date by the
vendor. This will allow the public to apply for and pay for special event permits, in an on-
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line self-service manner. The public can perform all necessary permit steps on-line
without having to come into City Hall.
OpenCounter was initially engaged to build a customer portal that would help those
seeking to open businesses in Santa Monica to see land-use restrictions for different
addresses, the required permits for various business activities and estimate the permit
costs. That portal was launched in 2019 and the City entered into a first contract
modification to extend support for this plan check review portal through 2021, but it has
not been widely used and is being discontinued.
Building on the work previously done with OpenCounter and in an effort to transition
from manual to digital processes during the pandemic, the City entered into a second
contract modification to build a portal that would help staff and customers track and
process special event permit applications. This special events portal launched in 2021
and is now in production. Prior to the launch of the portal, the City entered into a third
modification with OpenCounter to add payment processing functions and improved
security enhancements that would support the special events portal.
While the special events portal was being developed, the City has also been exploring
replacement of its permitting and plan check systems. As part of that effort, staff had
initial engagements with OpenCounter in several areas for permits issued by the
Mobility Division, the Public Works Department, and Community Development
Department as part of exploring whether OpenCounter could replace our existing
permitting and land use systems. However, staff have determined that it is in the best
interests of the City to undertake a request for proposals to fully evaluate the
marketplace and identify the best fit for the City.
Therefore, staff are requesting a fourth modification to the agreement with OpenCounter
to pay for initial work done with departments as part of the permitting assessments as
well as to support the Special Events Portal for three more years while the permitting
RFP and system implementation is completed.
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Vendor Selection
Santa Monica entered into the original agreement with OpenCounter in 2017 under City
Manager authority based on an exception to the competitive process due to
OpenCounter’s unique zoning and permit discovery technology, along with their
experience and focus on working with cities to develop value-add solutions that work
with Accela and other widely used permitting systems. OpenCounter is a software
development firm that has focused its mission on working with cities to improve the
customer experience around permitting and plan check review. They have worked with
many cities, including Sacramento, San Jose, San Diego, Detroit, Cincinnati, Orlando,
and Atlanta to transform city permitting processes and continue to develop and expand
their capabilities with each City partnership.
Work has been completed beyond City Manager authorized authority and this
modification is needed in order to pay the vendor for completed work.
Financial Impacts and Budget Actions
Staff seeks authority to approve funding from the General Fund and Water/Wastewater
Funds to increase the amount of the agreement with OpenCounter Enterprises, Inc. for
development work completed and to support 3 years of the Special Events portal.
Future funding for the annual subscription costs is contingent on Council budget
approval.
Contract Modification Request
Agreement
#
Current
Authorized
Amount
FY21/22
Modified Request
Amount
Future Years
Dept/CIP Account # Total Revised
Contract Amount
4384 $67,500 C55000314.589000 $67,500
$75,000 SO019701.689000 $75,000
$38,000 C7100030.689000 $38,000
$49,600 01400015.529230 $49,600
$25,700 $58,500 01140001.529230 $84,200
$38,000 01700002.552010 $38,000
$97,800 01400015.529230 $97,800
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$1,108 01600002.550010 $1,108
$253 51500001.550010 $253
$383 50500001.550010 $383
$6,537 01500031.552010 $6,537
Total: $230,100 $71,981 $156,300 $458,381
Prepared By: Margaret Talamantes, Administrative Services Officer
Approved
Forwarded to Council
Attachments:
A. OAKS OpenCounter
B. OpenCounter Ct. 4384
C. OpenCounter Ct. 4384 First Modification
D. OpenCounter Ct. 4384 Second Modification
E. OpenCounter Ct. 4384 Third Modification
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CITY OF SANTA MONICA
OAKS INITIATIVE DISCLOSURE FORM
In order to facilitate compliance with the requirements of the Oaks Initiative, the City
compiles and maintains certain information. That information includes the name of any
person or persons who is seeking a “public benefit.” If the “public benefit” is sought by
an entity, rather than an individual person, the information includes the name of every
person who is: (a) trustee, (b) director, (c) partner, (d) officer, or has (e) more than a ten
percent interest in the entity.
Public benefits include:
1. Personal services contracts in excess of $25,000 over any 12-month period;
2. Sale of material, equipment or supplies to the City in excess of $25,000 over a 12-
month period;
3. Purchase, sale or lease of real property to or from the City in excess of $25,000
over a 12- month period;
4. Non-competitive franchise awards with gross revenue of $50,000 or more in any
12-month period;
5. Land use variance, special use permit, or other exception to an established land
use plan, where the decision has a value in excess of $25,000;
6. Tax “abatement, exception, or benefit” of a value in excess of $5,000 in any 12-
month period; or
7. Payment of “cash or specie” of a net value to the recipient of $10,000 in any 12-
month period.
Name(s) of persons or entities receiving public benefit:
Name(s) of trustees, directors, partners, and officers:
Name(s) of persons with more than a 10% equity, participation, or revenue interest:
Prepared by: ____________________________Title: __________________________
Signature: ______________________________________ Date: ________________
Email: ____________________________________ Phone: ____________________
FOR CITY USE ONLY:
Bid/PO/Contract # ____________________________ Permit # ___________________________
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1
FIRST MODIFICATION OF AGREEMENT NO. 4384
This First Modification of Agreement Number 4384 (“First Modification”), entered
into as of _________________(“Execution Date”), by and between the City of Santa
Monica, a municipal corporation (“City”), and Open Counter Enterprises, Inc.
(OpenCounter) is made with reference to the following:
RECITALS
A. On or about September 13, 2020, the City and OpenCounter entered into Soft-
ware License Agreement Number 4384 (“Original Agreement”) for access to cer-
tain software-based services provided by City and accessed via the Internet and re-
lated professional services.
B. The City and OpenCounter desire to modify the Original Agreement to extend its
subscription to the OpenCounter Zoning and Business Portals for one additional
year and increase the contract price to pay for the additional term.
TERMS AND CONDITIONS
Now, therefore, the undersigned parties do hereby mutually agree to modify the Orig-
inal Agreement as follows:
1. Section 18 of the Original Agreement entitled “Term and Termination; Rights
Upon Termination” shall be deleted in its entirety and replaced with the following
paragraph:
Term. The Term of this Agreement begins on the Execution Date and
terminates on September 12, 2021 unless terminated earlier as set forth
in the Agreement or extended by the parties in writing.
2. Section 2 of the Original Agreement entitled “OpenCounter Services” shall be
modified by adding the following paragraph:
Additional Services. OpenCounter will perform all of the additional
services (“Additional Services”) described in Exhibit A-1, Scope of Ser-
vices.
3. Section 6 of the Original Agreement entitled “License Fees and Support Service
Fees” shall be modified by adding the following paragraph:
Compensation. The City will compensate OpenCounter for the Addi-
tional Services in an amount not to exceed $38,000, as set forth herein.
The total contract price for services pursuant to the Original Agree-
ment and this First Modification shall not exceed $180,500.
DocuSign Envelope ID: 6B2873A9-8B7F-4D8B-983F-9C413FDF7F6F
9/30/2020
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4. Except as expressly modified by this First Modification, all other terms and condi-
tions of the Original Agreement shall be and remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this First Modification as of the
date and year first written above.
ATTEST:
______________________________
DENISE ANDERSON-WARREN
City Clerk
APPROVED AS TO FORM:
______________________________
LANE DILG
City Attorney
CITY OF SANTA MONICA,
a municipal corporation
By: ______________________________
RICK COLE
City Manager
OpenCounter Corporation
#VENDOR
By: _______________________________
DocuSign Envelope ID: 6B2873A9-8B7F-4D8B-983F-9C413FDF7F6F
George Cardona
Interim City Attorney
9/27/2020
9/28/2020
CEO
Open Counter Enterprises Inc.
Joel Mahoney
Lane Dilg
Interim City Manager
9/30/2020
Denise Anderson-Warren
City Clerk
9/30/2020
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Exhibit A-1
Scope of Services
OpenCounter will continue to make available to the City of Santa Monica licensed access to the following Hosted
Services:
Company Zoning Portal
The Company Zoning Portal renders complex land use regulations in the browser and makes regulations responsive to
citizen inquiries.
Specifically, the Company Zoning Portal helps applicants navigate the site selection process by answering the seemingly
simple question: "Where is my project permitted?" It does so by analyzing and importing the logical structure of the mu-
nicipal code, factoring in the kind of project constituent end users want to pursue and secondary issues that may have
huge implications for like use, such as whether a restaurant will serve alcohol, or have live entertainment.
Powered by a patent-pending geospatial rules engine, the Company Zoning Portal brings a new level of service to appli-
cants, freeing them from parsing through dense code publishing sites and normalizing the process to an intuitive mapping
interface while putting applicants in touch with City Subject Matter experts to facilitate formal zoning and land use appli-
cations.
Company Business Portal
The Company Business Portal helps entrepreneurs understand the costs and complexity of establishing or growing a busi-
ness. The Company Business Portal guides applicants through an intuitive permit discovery process, and estimates the
time and cost associated with the specifics of their project. Once applicants are ready to proceed, it also instructs them on
the next steps for the permits and licenses that have been triggered.
DocuSign Envelope ID: 6B2873A9-8B7F-4D8B-983F-9C413FDF7F6F
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SECOND MODIFICATION OF AGREEMENT NO. 4384
This Second Modification of Agreement Number 4384 (“Second Modification”), en-
tered into as of _________________(“Execution Date”), by and between the City of
Santa Monica, a municipal corporation (“City”), and Open Counter Enterprises, Inc.
(“OpenCounter”) is made with reference to the following:
RECITALS
A. On or about September 13, 2017, the City and OpenCounter entered into Soft-
ware License Agreement Number 4384 (“Original Agreement”) for access by City
to certain software-based services provided by OpenCounter and accessed via the
Internet and related professional services.
B. On or about September 30, 2020, City and OpenCounter executed a First Modifi-
cation of Agreement No. 4384 (“First Modification”), which extended City’s access
to the OpenCounter Zoning and Business Portals for one additional year through
September 30, 2021 and increased the contract price to pay for the additional
term. The Original Agreement as modified by the First Modification is referred to
as the Agreement.
C. City and OpenCounter now desire to modify the Agreement to expand the
OpenCounter software-based services to which City has access to include the “Spe-
cial Events Portal” module increase the contract price by $49,600 to pay for City’s
access to the additional module, and extend the term of the Agreement as it ap-
plies to City’s access to the “Special Events Portal” only from July 1, 2021 to Sep-
tember 12, 2022.
TERMS AND CONDITIONS
Now, therefore, the undersigned parties do hereby mutually agree to modify the
Agreement as follows:
1. Section 18 of the Agreement entitled “Term and Termination; Rights Upon Ter-
mination” shall be deleted in its entirety and replaced with the following para-
graph:
Term. The Term of this Agreement begins on the Execution Date and,
with respect to City’s access to and use of the “Special Events Portal,”
terminates on September 12, 2022, unless terminated earlier as set
forth in the Agreement or extended by the parties in writing. Open-
Counter and City agree that City’s access to and use of the Zoning and
Business Portals will terminate on September 30, 2021, as provided in
the First Modification, unless extended by the parties in writing.
2. Section 2 of the Agreement entitled “OpenCounter Services” shall be modified by
adding the following paragraph:
Additional Services Two. OpenCounter will perform all of the addi-
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6/30/2021
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tional services (“Additional Services Two”) described in Exhibit A-2,
Scope of Additional Services.
3. Section 6 of the Agreement entitled “License Fees and Support Service Fees” shall
be modified by adding the following paragraph:
Additional Compensation. The City will compensate OpenCounter
for the Additional Services Two in an amount not to exceed $49,600,
as set forth in Exhibit B-2 - Budget. The total contract price for services
pursuant to the Agreement and this Second Modification shall not ex-
ceed $230,100.
4. New Section 24.2 entitled “Data Breach Obligations” shall be added to the
Agreement to read as follows:
24.2 Open Counter’s Data Breach Obligations – In the event that any
personal identifying information (“PII”) provided to OpenCounter is
subject to unauthorized acquisition, access, use, or disclosure that
compromises the security, confidentiality, or integrity of such PII (a
“Data Breach”), OpenCounter shall promptly notify the City as soon as
practical and cooperate with any remedial and notification require-
ments needed to remediate the Data Breach.
5. Exhibit A-2, Scope of Additional Services, and Exhibit B-2 - Budget are attached
hereto and incorporated both herein and into the Agreement by reference. Ac-
cordingly, Section 23 of the Agreement entitled “Exhibits” shall be modified to
read as follows:
23. Exhibits. The following exhibits are incorporated by reference into
this Agreement as though fully set forth herein.
Exhibit A Proposal of OpenCounter
Exhibit A-1 Additional Services
Exhibit A-2 Additional Services Two
Exhibit B License Fees and Support Services Fees
Exhibit B-2 Budget
Exhibit C Vendor’s Support Policy as of the Effective Date
Exhibit D Insurance Requirements
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6. Except as expressly modified by this Second Modification, all other terms and
conditions of the Agreement shall be and remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this Second Modification as of
the date and year first written above.
ATTEST:
______________________________
DENISE ANDERSON-WARREN
City Clerk
APPROVED AS TO FORM:
______________________________
LANE DILG
City Attorney
CITY OF SANTA MONICA,
a municipal corporation
By: ______________________________
RICK COLE
City Manager
OpenCounter Corporation
#VENDOR
By: _______________________________
DocuSign Envelope ID: 4B0D9CFE-D98A-4A33-A003-4FB10F96231D
6/29/2021
Interim City Attorney
George S. Cardona
Joel Mahoney
Open Counter Enterprises Inc.
6/29/2021
CEO
John Jalili
6/30/2021
Interim City ManagerCity Clerk
6/30/2021
Denise Anderson-Warren
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Exhibit A-2
Scope of Additional Services
OpenCounter agrees to provide the Additional Services described below
through September 12, 2022:
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Exhibit B-2
Budget
OpenCounter will provide the Additional Services for the compensation out-
lined below. The total compensation paid to OpenCounter for the Additional Ser-
vices shall not to exceed $49,600. The total compensation paid to OpenCounter un-
der the Agreement and this Second Modification shall not exceed $230,100.
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THIRD MODIFICATION OF AGREEMENT NO. 4384
This THIRD MODIFICATION of Agreement Number 4384 (“Third Modification”),
entered into as of _________________(“Execution Date”), by and between the City
of Santa Monica, a municipal corporation (“City”), and Open Counter Enterprises,
Inc. (“OpenCounter”) is made with reference to the following:
RECITALS
A. On or about September 13, 2017, City and OpenCounter entered into Software
License Agreement Number 4384 (“Original Agreement”) for access by City to cer-
tain software-based services provided by OpenCounter and accessed via the Inter-
net and related professional services.
B. On or about September 30, 2020, City and OpenCounter executed a First Modifi-
cation of the Original Agreement (“First Modification”), which extended City’s ac-
cess to the OpenCounter Zoning and Business Portals for one additional year
through September 30, 2021 and increased the contract price to pay for the addi-
tional term.
C. On or about June 30, 2021, City and OpenCounter executed a Second Modifica-
tion of the Original Agreement (“Second Modification”), which increased the con-
tract price to pay for an additional module and extend the term applicable to the
Special Events Portal through September 12, 2022. The Original Agreement, as
modified by the First Modification and the Second Modification, is referred to as
the Agreement.
D. City and OpenCounter now desire to modify the Agreement to expand its scope
for an OpenCounter Online Payments- Paymentus Integration project delivered by
OpenCounter at no additional cost to the City on or before September 12, 2022.
TERMS AND CONDITIONS
Now, therefore, the undersigned parties do hereby mutually agree to modify the
Agreement as follows:
1. Section 2 of the Agreement entitled “OpenCounter Services” shall be modified by
adding the following paragraph:
Additional Services Three. OpenCounter will perform all of the addi-
tional services (“Additional Services Three”) described in Exhibit A-3,
Scope of Additional Services - Online Payments- Paymentus Integra-
tion.
2. Section 18 of the Agreement entitled “Term and Termination; Rights Upon Ter-
mination shall be deleted in its entirety and replaced with the following paragraph:
Term. The Term of this Agreement begins on the Execution Date and, with re-
spect to City’s access to both: (1) use of the “Special Events Portal,” and (2) the
DocuSign Envelope ID: 429DC756-A846-4B6C-9FC5-B8EC22834DF2
9/20/2021
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Online Payments- Paymentus Integration project outlined in Additional Services
Three, terminates on September 12, 2022, unless terminated earlier as set forth in
the Agreement or extended by the parties in writing. Open-Counter and City
agree that City’s access to and use of the Zoning and Business Portals will termi-
nate on September 30, 2021, as provided in the First Modification, unless extend-
ed by the parties in writing.
3. Exhibit A-3, Scope of Additional Services, and Exhibit B-3 - Budget are attached
hereto and incorporated both herein and into the Agreement by reference. Ac-
cordingly, Section 23 of the Agreement entitled “Exhibits” shall be modified to
read as follows:
23. Exhibits. The following exhibits are incorporated by reference into
this Agreement as though fully set forth herein.
Exhibit A Proposal of OpenCounter
Exhibit A-1 Additional Services
Exhibit A-2 Additional Services Two
Exhibit A-3 Additional Services Three
Exhibit B License Fees and Support Services Fees
Exhibit B-2 Budget
Exhibit B-3 Revised Budget
Exhibit C Vendor’s Support Policy as of the Effective Date
Exhibit D Insurance Requirements
4. Exhibit B-2 Budget is modified as reflected in Exhibit B-3 Revised Budget to reflect
that Additional Services Three will be provided without any additional charge to
City. All references to Exhibit B-2 shall refer to Exhibit B-3.
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5. Except as expressly modified by this Third Modification, all other terms and con-
ditions of the Agreement shall be and remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this THIRD MODIFICATION
as of the date and year first written above.
ATTEST:
______________________________
DENISE ANDERSON-WARREN
City Clerk
APPROVED AS TO FORM:
______________________________
LANE DILG
City Attorney
CITY OF SANTA MONICA,
a municipal corporation
By: ______________________________
RICK COLE
City Manager
OpenCounter Corporation
#VENDOR
By: _______________________________
DocuSign Envelope ID: 429DC756-A846-4B6C-9FC5-B8EC22834DF2
George S. Cardona
Interim City Attorney
9/16/2021
Joel Mahoney
Open Counter Enterprises Inc.
9/16/2021
CEO
9/20/2021
Interim City Manager
John Jalili
9/21/2021
Denise Anderson-Warren
City Clerk
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Exhibit A-3
Scope of Additional Services
OpenCounter agrees to provide the Additional Services described below
through September 12, 2022:
See Next Page
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Santa Monica, California
Statement of Work for
OpenCounter
Online Payments - Paymentus Integration
Version 1.1
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Revision History 4
Document Purpose 5
Contact Information 5
Project Approach 5
Vendor Project Management Responsibilities 6
Client Project Management Responsibilities 6
Scope 6
Guided Checkout Workflow 7
Branding 7
Website Hosting 8
Payment Receipts 8
Business Rules 9
Recurring payments 9
Maximum Payment Amount 9
Tender Type Restrictions 10
Payment Types 10
Payment Processing 10
Integrations 12
Additional Functionality 14
Training 14
Schedule 14
Project Kickoff and Discovery 14
Project Schedule 15
Appendix A: Supported Functionality 17
Appendix B: Additional Functionality 17Appendix C: Integration Assumptions 20
Appendix D: Flat File Integration 21
Lookup File 21
Vendor Responsibilities 21
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Client Responsibilities 21
Field Specifications: 21
Postback 22
Vendor Responsibilities 22
Client Responsibilities 23
File Specifications 23
Appendix E: Project Schedule 20
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Revision History
Date Changes Editor Version Number
2021.03.17 Initial draft MJ 1.0
2021.06.11 Finalize edits MJ 1.1
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THIS STATEMENT OF WORK (this “Statement of Work”) is entered as of the date on which both
parties have signed below by and between Open Counter Enterprises, Inc. (“Vendor” or “OpenCounter”) and the City of Santa Monica (“Customer” or “Client” or “client” City”) and is subject to, and made a part of, the Master Services Agreement effective as of [DATE] between Vendor and Customer (the “Agreement”). Capitalized terms used, but not defined, in this Statement of Work have the meanings given such terms in the Agreement.
Document Purpose
The purpose of this document is to establish the scope for an OpenCounter Online Payments project delivered byOpenCounter. This document will be used for any new project, including new implementations and updates to existing implementations.
This document will establish the high level scope of the project. It will be signed at the beginning
of the project and will drive all subsequent implementation activities - the project kickoff and the
coordination of Vendor project team resources.
Appendix A contains information regarding the supported functionality of our systems. Vendor is not expected to deliver functionality beyond the items listed in Appendix A unless explicitly documented in Appendix B. Any changes made to this document following the initial approval will require a Change Order.
These changes may result in modifications to project schedule and/or pricing for the project. CityBase, Inc. (“CityBase”), a Company Affiliate, will provide Third Party Features.
Contact Information
Primary CityBase POC: Name: Jim Murphy
Phone No.: 312 860 8286
Email: jim.murphy@thecitybase.com
Vendor Project Manager Name: Matt Lesiczka
Phone No.: 978 852 5330
Email: mattl@opencounter.com
Client Decision Maker Name: Joseph Cevetello
Email: Joseph.Cevetello@santamonica.gov
Client Technical POC Name:Sreekanth Maddali
Email:Sreekanth.Maddali@santamonica.gov
Project Approach
Vendor will support online payments for Santa Monica, California.
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Vendor will leverage the Standard Checkout solution to provide a secure, PCI compliant method
of payment processing for the City and will route transactions to Paymentus for processing.
Vendor Project Management Responsibilities
Vendor will have a Project Manager assigned to this engagement. The project manager’s roles
and responsibilities include:
1. Coordinating the development of the project plan in consultation with Client project
manager and team members
2. The timely delivery of items identified as in scope within this Statement of Work
3. Providing Client with timely and detailed descriptions of action items assigned to them
throughout the project
4. Advising Client of expected completion dates for items identified in this Statement of
Work and in the project plan
5. Advising Client of the impact on expected delivery dates when prerequisite tasks, such as
the completion of discovery or approval on documentation, are advanced or delayed
6. Monitoring the progress of the project and advising Client of risks to its on-time
completion
7. Coordinating the completion and approval of change orders
Client Project Management Responsibilities
1. The timely delivery of items assigned to Client
2. Advising the project team of expected delivery dates for items assigned to Client
3. Ensuring that change orders contain a full specification of the changes required
4. Ensuring that all Client team members have a clear understanding of their responsibilities
to the project
5. Coordinating with team members within various departments and vendors at Client
6. Identifying appropriate resources for the project both internally and with third party
vendors
Scope
Vendor supports three forms of online payment. Standard, Guided and Profile. The functionality
for each type is outlined below.
Standard
Payment
Guided
Payment
Profile
Payment
Collect amount due and line item details via POST from source
system
✔
Support one or more line items in payment ✔ ✔ ✔
Collect payment from customer for card or bank ✔ ✔ ✔
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Email receipt to customer ✔ ✔ ✔
Redirect customer after payment ✔ ✔ ✔
Research, Report, Reconcile in Revenue Management ✔ ✔ ✔
Update source system after payment is complete ✔ ✔ ✔
Vendor is Payment Processor or Gateway ✔ ✔ ✔
Look up your balance from a source system, or enter in the
amount due
✔
Store Payment Instruments, and demographics for future
payments
✔
AutoPay ✔
Perform lookup to source system to determine amount due ✔ ✔
Payment Workflows Supported x Standard
� Guided
� Profile
Branding
The online payment experience can be branded to meet the client’s branding guidelines. Detailed requirements will be collected during the discovery phase of the project and documented in the Client Branding Worksheet as shown in Appendix G.
Website Hosting
Vendor will host the website within our Amazon Web Services (AWS) infrastructure. The Vendor platform will use a subdomain supplied by the client, providing a seamless and native payment experience for the client’s customers. The client is responsible for pointing a DNS record to the CityBase Amazon load balancer that
hosts our cloud-based application. This will allow CityBase to use the subdomain for the customers’ interface.
The client will also be required to generate 2 additional CNAME DNS records for the purpose of domain validation, so that CityBase can issue an SSL certificate for the sub domain. CityBase will handle generating and renewing the certificate
Website URL/Subdomain pay.<yourdomain>.gov To be determined during discovery
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Payment Receipts
Receipt Type X E-mail
Users will receive a payment receipt for each payment processed. The contents of the receipts
are outlined below:
● All receipts:
○ Client name
○ Client business address
○ Transaction date and time
○ Transaction number
○ Account number (masked)
○ Amount paid
○ Authorization number (for credit card payments only)
○ Client Customer support phone number
○ “Reply to” email address for client
○ Client logo and banner colors
■ Header Image
■ Header Color
■ Support Contact
■ Text in footer
Business Rules
There are business rules that can be established in the workflow. These are intended to control
what actions end users are able to make in the workflow.
Maximum Payment Amount
The maximum amount that can be paid in one transaction. For example, a maximum of $500
dollars can be made in one transaction. If there is a per transaction limit, please provide it below.
� N/A - There are no per transaction limits
Tender Type Per Transaction Limit
Maximum Amount $500,000 – Credit Cards and $1,000,000 for
eChecks
Payment Types
� N/A - No changes to existing applications are included
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Number of agencies 1
List of obligation types for each agency (water, business permit, parking ticket, etc.) Permits
Number of CityBase Payment workflows required 0 (payments will be made via
Standard Checkout)
Payment Processing
� N/A - Client is already setup for Payments and no changes are needed
Tender Types Accepted (check all that apply) x Check (Personal and Business)
x Visa / MasterCard / Discover
x American Express
American Express Onboarding � OptBlue
� Client American Express MIDs
x Other: Paymentus
Payment Processor (applies to Credit Card only) � CityBase via Fiserv
� CityBase via Chase
x Other: _Paymentus__________
Check Payments � ACH via Chase
� CityBase will generate NACHA
x Other: __Paymentus___________
ACH Return Reporting in Revenue Management
Dashboard
x None
� Displayed via automated bank file
import
Bank Account deposits x Single bank account
� Multiple bank accounts
Fees shown to / paid by Payer - Credit Card � N / A
� Amount: ______ / txn
x Amount: _2.95%_____ %
� Fee is a separate transaction
Fees shown to / paid by Payer - Check x N / A
� Amount: ______ / txn
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� Amount: ______ % ($__ minimum)
Reporting in Revenue Management Dashboard x Standard (see Appendix A)
� Enhanced*
* May be subject to additional fees
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Integrations
� N/A - No new or updated integrations are included with this project
Number of source system integrations 1
For each source system integration, list the source
system name, lookup method, postback method
Source System:
__Opencounter___________
Lookup:
x None � API
� Flat file
� Other: ___________
Postback:
� None x API
� Flat file
� Other: ___________
Integration Complexity:*
x Low � High
Supported lookup methods* None (Standard Checkout)
Number of financial system integrations (if separate
from the source system)
0
*Complexity for integrations are outlined in Appendix D. If an integration is qualified as low
complexity, but the assumptions do not hold true during the implementation, additional fees may
be charged.
If there is a material change in the complexity of the integration, or if there are delays to
discovery during the project, a minimum fee of $5,000 may be assessed by Vendor, in addition to
Professional Services hours required to complete the application integration. Examples of
material changes or delays include:
● Changes to the integration complexity, as defined by the assumptions below
● Changes to the integration documentation as outlined in the Statement of Work
● Failure to deliver integration documentation in a timely manner, as outlined in the
Discovery phase in the project schedule
● Lack of access to or intermittent issues with the API test environments
● Inability to deliver sample files or API calls to support Vendor integration development in
a timely manner, as outlined in the Discovery phase in the project schedule
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Additional Functionality
Does this project include functionality beyond what
is outlined in Appendix A of this document?
� Yes (See Appendix B) x No
Training
Vendor’s standard training model is to train the trainers and/or advanced users within the Client
organization in all aspects of the applications that are delivered. Training is provided in live
training sessions (either in person or remotely), along with user guides and training videos that
provide overviews of the product offerings. These guides serve as reference points for Client
staff after go-live to specify product features and functionality. Updated guides are provided as
new product offerings are made available on the Vendor platform.
Vendor’s Project Manager will determine at which point in the implementation the delivery of
training is most appropriate. Vendor provides two one-hour training sessions, both on the same
calendar day, to train Client staff. Having received the train-the-trainer training, the Client is
responsible for training the Client staff.
Schedule
Project Kickoff and Discovery
Upon contract execution, Vendor will schedule a kickoff meeting. The purpose of the kickoff
meeting is to introduce you to the Vendor implementation team that will manage your project and
establish clear expectations, next steps and timelines for the project going forward. This kickoff
meeting also represents day 1 of the project as indicated in the project plan.
Vendor expects the following attendees from your organization to join the kickoff meetings:
● Finance representatives - the individuals in your organization responsible for your bank
accounts and reconciliation
● Technical representatives - the individuals in your organization who manage your source
system and/or your billing system vendors
The most important aspect of the project kickoff is to begin the Discovery phase. During
Discovery, Vendor expects you, the Client, to provide crucial information needed to implement
your kiosks.
CityBase accounts for 2 weeks in our project timeline for you to complete the Discovery
documents. If the items below are not completed within this window, your project will be delayed.
Samples of each document are included in the appendices. The documents that must be filled
out will be provided to you upon contract signature.
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Your Project Manager, named above, will be responsible for collecting the requested information
below. Coordination with your vendors or other internal stakeholders is the responsibility of your
project manager.
Deliverable Description
Web Configuration Worksheet Specific requirements related to the web page branding, including but not limited to: ● Header logo
● Footer logo ● Favicon
The branding integration worksheet is shown in Appendix G.
Upon receipt of these deliverables, Vendor will review the information provided for accuracy and
consistency.
Project Schedule
The project schedule is provided in Appendix E. Dates will be adjusted to reflect the actual SOW
execution date at the time of contract signature. Any delays to the Discovery timeline that are
caused by the client will impact the project schedule and may have a corresponding cost
associated.
Schedule Dependencies � Technical systems changing or upgrading during
project
� Project includes replacement of existing vendor
Contract expiration: _______
� Key business dates or dependencies
____Vendor is in the process of building a
PaymentUs integration. That integration will be
leveraged for this project.
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Signature Page
This Statement of Work has been approved by OpenCounter. This document accurately reflects the current understanding of the project scope.
The document is eligible for signature up to 30 days after receipt by the Client. After 30 days, the terms and conditions of this document will need to be revisited.
Following approval of this document, any requested changes or deviations from the scope
outlined will be evaluated by Vendor and approved and/or implemented on a case by case basis.
OpenCounter Signature
Name
Title
Date
City of Santa Monica Signature
Name
Title
Date
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Appendix A: Supported Functionality
Lookup Methods Lookups can be performed by any searchable field that is available via integration. Commonly used lookup methods include Account
Number, Address, or Phone Number Clients can choose to require an additional data point as secondary
validation. Lookup search results display data that is directly returned from the
source system. The application will not manipulate this data.
Display Account Details Profile will display account details including account number, account balance, and line items totalling the total amount due. Displaying
these account details requires that the source system returns the data in the lookup response.
Postback Methods Vendor can perform a real-time post back to the source system.
This is dependent on the source system having an endpoint available and accessible to Vendor.
Flat file reporting of Transactions Vendor can provide flat file transaction reports that align with the calendar day or batch cutoff time. Files will include all successful transactions for the reporting period. Files can be comma or pipe delimited. Files can be posted to a Vendor or Client SFTP.
Receipts Email receipts are available. Customers will only receive one receipt per transaction. The visual layout of receipts cannot be modified.
Clients configuration options include branding for email receipts, showing/hiding specific fields and customizing specific text.
Reporting The following standardized reports are available and included at no
cost: ● Revenue Collected
● Last Refresh
● Total Transactions
● Transaction Value and Volume
● Payment Totals and Sources
● All Payments
● Average Transaction Time in Seconds
● Incremental New Users
● Monthly Transactions by Tender
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● Transactions by Day of Week
● Transactions by Hour
● Chargeback Report - This report is only included if Vendor is
the PayFac
● NACHA File Reconciliation Report
Additional reports may be configured and could have an additional cost associated.
Credit Card Chargebacks If Vendor is acting as the payment processor, chargeback information will be provided to the client through Revenue Management. Disputing chargebacks is the responsibility of the
Client. Chargebacks can be disputed through our Acquiring partner, Fiserv. If Vendor is not acting as the payment processor, chargebacks are reported on and managed through your processing partner. Vendor is not involved in the chargeback process.
Recurring payments Vendor recurring payments allow users with profiles to use a stored payment method to automatically process their transactions against
their accounts. Once the payment is attempted, users are provided either a receipt if
their payment is successful or an emailed notification if their payment failed.
Notifications (Profile) Users can take a number of actions on their profile. To keep
customers up to date on their activity, Vendor sends notifications out to the user for their activity. These notifications include: ● Registration (verify your email address)
● Welcome (your email has been verified) ● Reset password ● Payment receipt ● Autopayment failure ● Card attached to an autopay is about to expire
● Autopay has been turned on ● Autopay has been turned off
● Your password has been changed
● Upcoming autopayment reminder
Note: These notifications are all required when using the Vendor profile
offering.
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Appendix B: Additional Functionality
None.
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Appendix C: Integration Assumptions
Below is our framework for estimating development and integration work for the Vendor Platform.
Low-Complexity Integrations Assumptions
● Vendor or client provides integration documentation for the system. Client is responsible
for coordinating with the CIS vendor to provide technical specifications for all integration
components.
● Sample API calls are provided in an industry standard and acceptable format such as:
○ SOAP API: SOAP UI
○ REST API: Postman
● Lookups and postbacks use:
○ A REST API
■ Sample API calls provided
○ A SOAP API
■ Sample API calls provided
○ A flat file lookup
■ Sample file provided
● No custom business logic is required. The results are displayed as returned from the
source system.
○ For example, Vendor receives the amount due for the obligation from the
underlying system. No calculation is required to determine the amount paid.
● Source system is Live and unchanging during implementation
● Vendor has access to a test environment for integration development that has all of the
same capabilities as production
High-Complexity Integrations Assumptions
● Documentation provided by the County or its vendors is non-standard / is created
specifically for this project
● Lookups and postbacks use:
○ DataBase Table query or view
● Vendor must do a translation or transformation of the results
● Source system is not yet live or undergoing an update during Vendor implementation
● There is no test environment available, or the test environment contains a subset of the
functionality available in production
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Appendix D: Source System Integration
CityBase will be integrating with Opencounter using a combination of Standard Checkout and
the CityBase Payment Response Webhook.
This integration will allow CityBase to process payments and report payment activity back to Opencounter.
The following pages contain the specifications for both integrations.
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Appendix E: Project Schedule
The table below describes the timeline for your project. Once we have reached a signed
agreement with you, we will schedule our resources per this timeline and apply them to a Project
Schedule and Gantt Chart. That schedule will be reviewed with you in the Project Kickoff
meeting. We have also attached a Work Breakdown Structure to specify the tasks associated
with each phase of your project.
Phase Duration Description
Kickoff Within 2 weeks Upon execution, we will work with your team to schedule a project kickoff meeting.
Discovery: Client Deliverables
submitted
2 Weeks As mentioned above, the first part of Discovery requires a list of deliverables from the client where we finalize the requirements for your solution and gather the remaining
information we need. Our schedule assumes that this information is provided within 2 weeks of the Project Kickoff.
Discovery: Approve Deliverables
2 Weeks Upon receiving Client Deliverables, Vendor will review those deliverables and work with you to resolve any issues or open items.
Waiting for Build Variable
We will not start to build your solution until Discovery is complete. Since we have many projects happening in parallel we cannot always guarantee that the build will start immediately following the completion of Discovery.
Once you sign an agreement, your spot in the build schedule will be reserved and will be dependent on Discovery completing within the 4 week timeline described
above. Your Project Manager will work with you to ensure you remain on target for these timelines.
Build / Test 2 weeks Once we have started the Build process, we estimate 5
weeks to build and test your solution before making it available in a test environment
Go Live Go Live will happen upon the completion of successful
UAT.
Total to Go-Live 10 weeks
Project Closeout 2 weeks Following a successful Go-Live, we will close out the project and transition you to our Customer Support and Engagement Teams.
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Appendix F: Source System Integration Worksheet
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Appendix G: Web Configuration Worksheet
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Exhibit B-3
Budget
OpenCounter will provide the Additional Services Three to implement and
complete the Online Payments - Paymentus Integration project described in Exhibit A-
3 for no additional fee. The total compensation paid to OpenCounter under the
Agreement and this Third Modification shall not exceed $230,100.
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