On the agenda: East Grand Forks meeting — data center (Jan 7)

WATER & LIGHT COMMISSION MEETING AGENDA
January 7, 2026
8:00 a.m., City Hall Council Chambers
PUBLIC NOTICE – Interactive Technology Participation
In accordance with Minnesota Statute 13D.02, Subdivision 4, commissioners may
participate in this meeting via interactive technology when necessary.

1.

Organizational meeting called to order by City Attorney

2.

Election of officers

3.

Regular meeting called to order by newly elected President

4.

Approve minutes from previous meeting – December 17, 2025

5.

Bills and payroll
a.

Authorize distribution of payment for accounts payable invoices and the
December 26, 2025 payroll by issuing 46 checks totaling $913,587.88.

6.

Comments from the public

7.

Reports

8.

a.

Widseth
i. Todd
ii. Steve

b.

City Attorney

Old Business
a.

Software Agreement Request - Tyler Technologies

9.

WD Maintenance Worker Probation Period

10.

Department Heads

11.

Commissioner’s reports

12.

Adjourn to January 21, 2026 at 8:00 a.m.

Individuals with disabilities, language barriers or other needs who plan to attend the meeting and will need special accommodations
should contact Nancy Ellis, ADA Coordinator at (218)-773-2208. Please contact us at least 48 hours before the meeting to give our
staff adequate time to make arrangements. Also, materials can be provided in alternative formats for people with disabilities or
with limited English proficiency (LEP) by contacting the ADA Coordinator (218)-773-2208 five (5) days prior to the meeting.

Minutes of the regular meeting of the Water, Light, Power and Building Commission of the City of
East Grand Forks, Minnesota, held on December 17, 2025, at 8:00 am in the City Council
Chambers.
Present: Grinde, Quirk (Interactive Technology), Riopelle
Absent: None
Also present: Ron Galstad, Keith Mykleseth, Brian Johnson, Todd Grabanski, Steve Emery, Todd
Forster, Brianna Feil, Jordan Midgarden, Corey Thompson, Tyler Tretter, Karla Anderson
It was moved by Commissioner Quirk supported by Commissioner Riopelle to approve the minutes
of the previous regular meeting held on December 3, 2025.
Voting Aye: Grinde, Quirk, Riopelle
Voting Nay: None
It was moved by Commissioner Quirk supported by Commissioner Riopelle to authorize the
Secretary to issue payment of the recommended bills and payroll $1,834,660.41.
Voting Aye: Grinde, Quirk, Riopelle
Voting Nay: None
Item # 7 was pulled from agenda and tabled at this time.
It was moved by Commissioner Quirk supported by Commissioner Riopelle to approve Logan
Schultz probation period and recommend his appointment as permanent.
Voting Aye: Grinde, Quirk, Riopelle
Voting Nay: None
It was moved by Commissioner Quirk supported by Commissioner Riopelle to approve the
Minnesota Paid Leave Policy as presented.
Voting Aye: Grinde, Quirk, Riopelle
Voting Nay: None
It was moved by Commissioner Quirk supported by Commissioner Riopelle to adjourn at 8:20 am
to the next regular meeting on January 7, 2026, at 8:00 am to be held in the City Council Chambers.
Voting Aye: Grinde, Quirk, Riopelle
Voting Nay: None
Kristen Shipes
Commission Secretary

Rebates 1/7/26
Rebate

Industrial Lighting Replacement
& VFD Upgrades
Commercial Lighting Replacement
ECM
Residential LED Bulbs
Total

# of Rebates

Total

1

$40,176.33

2
4
1

$590.00

$600.00
$12.96
8

$41,379.29

Request for Water and Light Commission Action
Date:

December 10th, 2025

To:

Water and Light Commission

From:

Corey Thompson, Technology Manager

RE:

Request to enter software agreement with Tyler Technologies

Background:
The current enterprise resource planning (ERP) software used by Water and Light and the City
of East Grand Forks has been stuck on a version from 2012 and is unable to be upgraded "in
place" and no longer meets the needs of our organizations. Earlier this year, an RFP process was
started to find a replacement. After exhaustive review of proposals, the internal review
committee unanimously recommends proceeding with Tyler Technologies' ERP Pro proposal.
Summary of current ERP features being migrated: Accounts Payable, General Ledger, Accounts
Receivable, Fixed Assets, Payroll, Inventory Control, Human Resources, Purchasing, Utility
Billing, Work Orders, Permitting/Licensing, Cashiering.
Summary of new features being integrated to ERP: Advanced Budgeting, Fleet and Asset
Management, Meter Data Presentment, Project Management, GIS, Time and Attendance,
Document Management, Employee Self-service, Outage Management.
Quoted implementation costs (one-time): $176,543
Annual costs: $109,006/year for years 1-3, years 4-5 will have no more than a 3% increase.
These are costs are in line with budgeted amounts.
It is anticipated that implementation would take about 18 months to full complete.

Recommendation:
Approve entering into the "Software as a Service" Agreement with Tyler Technologies as
proposed

SOFTWARE AS A SERVICE AGREEMENT
This Software as a Service Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client selected Tyler to provide certain products and services set forth in the Investment
Summary, including providing Client with access to Tyler’s proprietary software products, and Tyler
desires to provide such products and services under the terms of this Agreement;
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth
in this Agreement, Tyler and Client agree as follows:
SECTION A – DEFINITIONS
• “Agreement” means this Software as a Service Agreement.
• “Business Travel Policy” means our business travel policy. Our current Business Travel Policy is
available here: https://www.tylertech.com/portals/0/terms/Tyler-Business-Travel-Policy.pdf.
• “Client” means the party indicated on the signature block or, in the absence of a signature
block, the Investment Summary.
• “Data” means your data necessary to use the Tyler Software.
• “Data Storage Capacity” means the contracted amount of storage capacity for your Data, if any,
identified in the Investment Summary.
• “Defect” means a failure of the Tyler Software to substantially conform to the functional
descriptions set forth in our written proposal to you (or the Documentation in the absence of a
written proposal), or their functional equivalent. Future functionality may be updated,
modified, or otherwise enhanced through our maintenance and support services, and the
governing functional descriptions for such future functionality will be set forth in our thencurrent Documentation.
• “Defined Users” means the number of users, if any, that are identified in the Investment
Summary. If Exhibit A contains Enterprise Permitting & Licensing labeled software, defined users
mean the maximum number of named users that are authorized to use the Enterprise
Permitting & Licensing labeled modules as indicated in the Investment Summary.
• “Developer” means a third party who owns the intellectual property rights to a Third-Party
Product.
• “Documentation” means any online or written documentation related to the use or
functionality of the Tyler Software that we provide or otherwise make available to you, including
instructions, user guides, manuals and other training or self-help documentation.
• “Effective Date” means the date by which both your and our authorized representatives have
signed the Agreement. Notwithstanding the foregoing, if these terms are linked from an Order
Form, the Effective Date is the date your authorized representative signed the Order Form.
• “Force Majeure” means an event beyond the reasonable control of you or us, including, without
limitation, governmental action, war, riot or civil commotion, fire, natural disaster, or any other
cause that could not with reasonable diligence be foreseen or prevented by you or us.

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“Investment Summary” means the agreed upon cost proposal for the products and services
attached as Exhibit A.
“Order Form” means an ordering document that includes a quote or investment summary and
specifies the items to be provided by Tyler to Client, including any addenda and supplements
thereto.
“Professional Services” means those services provided by Tyler or a third party related to the
scope of this Agreement and identified in the Investment Summary.
“SaaS Fees” means the fees for the SaaS Services identified in the Investment Summary.
“SaaS Services” means software as a service consisting of system administration, system
management, and system monitoring activities that Tyler performs for the Tyler Software and
includes the right to access and use the Tyler Software, receive maintenance and support on the
Tyler Software, including Downtime resolution under the terms of the SLA, and Data storage and
archiving. SaaS Services do not include support of an operating system or hardware, support
outside of our normal business hours, or training, consulting, or other professional services.
“SLA” means the service level agreement. A copy of our current SLA is attached hereto as
Exhibit C.
“Statement of Work” means the industry standard implementation plan describing how our
professional services will be provided to implement the Tyler Software and outlining your and
our roles and responsibilities in connection with that implementation. The Statement of Work is
attached as Exhibit E.
“Support Call Process” means the support call process applicable to all our customers who have
a right to use the Tyler Software. Our current Support Call Process is available here:
https://www.tylertech.com/portals/0/terms/Tyler-Support-Call-Process.pdf.
“Third-Party Hardware” means the third-party hardware, if any, identified in the Investment
Summary.
“Third-Party Products” means the Third-Party Software and Third-Party Hardware.
“Third-Party SaaS Services” means software as a service provided by a third party, if any,
identified in the Investment Summary.
“Third-Party Services” means the third-party services, if any, identified in the Investment
Summary.
“Third-Party Software” means the third-party software, if any, identified in the Investment
Summary or included with the Tyler Software.
“Third-Party Terms” means the end user license agreement(s) or other terms, if any, for the
Third-Party Products or other parties’ products or services, as applicable, and attached or
indicated at Exhibit D.
“Tyler” means Tyler Technologies, Inc., a Delaware corporation.
“Tyler Software” means our proprietary software, including any integrations, custom
modifications, and/or other related interfaces identified in the Investment Summary and
licensed by us to you through this Agreement.
“we,” “us,” “our” and similar terms mean Tyler.
“you” and similar terms mean Client.

SECTION B – SAAS SERVICES
1. Rights Granted. We grant to you the non-exclusive, non-assignable limited right to use the SaaS
Services solely for your governmental purposes, subject to any limits for Defined Users or Data

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Storage Capacity. You may add additional users or additional data storage capacity on the terms set
forth in this Agreement. In the event you regularly and/or meaningfully exceed the Defined Users or
Data Storage Capacity, we reserve the right to charge you additional fees commensurate with the
overage(s). You acknowledge that we have no obligation to ship copies of the Tyler Software as
part of the SaaS Services. Your right to use the SaaS Services applies to releases provided as part of
our Maintenance and Support Services as further detailed in this Agreement.
2. Ownership.
2.1. We retain all ownership and intellectual property rights to the SaaS Services, the Tyler Software,
and anything developed by us under this Agreement. You do not acquire under this Agreement
any license to use the Tyler Software in excess of the scope and/or duration of the SaaS Services.
2.2. The Documentation is licensed to you and may be used and copied by your employees for
internal, non-commercial reference purposes only.
3. Data.
3.1. You retain all ownership and intellectual property rights to the Data. You expressly recognize
that except to the extent necessary to fulfill our obligations contained in this Agreement, we do
not create or endorse any Data used in connection with the SaaS Services.
3.2. You expressly grant to us a limited, non-exclusive license to access, copy, transmit, download,
display, and reproduce your Data to provide services pursuant to this Agreement. Additionally,
you agree that Tyler may use deidentified Data for Client or third-party demonstrative or
training purposes.
3.3. Our access to and use of your Data necessary to use the Tyler Software or SaaS Services will
comply with applicable provisions of our Privacy Statement (available at
https://www.tylertech.com/privacy) and applicable law.
3.4. Data Breach Notification. Tyler will provide notice of a breach of Client Data in accordance with
applicable state and federal data breach notification laws.
4. Restrictions.
4.1. You may not:
4.1.1. make the Tyler Software or Documentation resulting from the SaaS Services available in
any manner to any third party for use in the third party’s business operations;
4.1.2. modify, make derivative works of, disassemble, reverse compile, or reverse engineer
any part of the SaaS Services;
4.1.3. access or use the SaaS Services to build or support, and/or assist a third party in building
or supporting, products or services competitive to us; or
4.1.4. license, sell, rent, lease, transfer, assign, distribute, display, host, outsource, disclose,
permit timesharing or service bureau use, or otherwise commercially exploit or make
the SaaS Services, Tyler Software, or Documentation available to any third party other
than as expressly permitted by this Agreement.
4.1.5. Notwithstanding anything to the contrary in this Section 4.1, you may disclose, with our
written consent, not to be unreasonably withheld, the Tyler Software, SaaS Services, or
Documentation to a third party you consult with regarding the implementation or use of
the Tyler Software and SaaS Services. You must ensure that any such third-party’s use
is subject to the terms of this Agreement, and you acknowledge and agree that you are
liable for any breach of the terms of this Agreement by such third party.

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5. Software Warranty. We warrant that the Tyler Software will perform without Defects during the
term of this Agreement. If the Tyler Software does not perform as warranted, we will use all
reasonable efforts, consistent with industry standards, to cure the Defect in accordance with our
then-current Support Call Process.
6. SaaS Services.
6.1. Audit & Compliance. Our SaaS Services are audited at least yearly in accordance with the
AICPA’s Statement on Standards for Attestation Engagements (“SSAE”) No. 21. We have
attained, and will maintain, SOC 1 and SOC 2 compliance, or their equivalent, for so long as you
are timely paying for SaaS Services. The foregoing notwithstanding, you acknowledge that the
scope of audit coverage varies depending on the specific Tyler Software solution. We will
provide you with a summary of our current compliance report(s) or its equivalent, upon your
request. For the avoidance of doubt, if our SaaS Services are provided using a third-party data
center, the compliance report may be for that third-party provider and be subject to
confidential treatment in accordance with applicable law. If you want us to provide our
compliance reports to a third-party auditor or similar entity, we reserve the right to require
execution of an NDA by that third party.
6.2. Service Levels. The Tyler Software will be made available to you according to the terms of the
SLA. Tyler SaaS Services will be provided via a third-party data center. Your Data will be
inaccessible to our other customers.
6.3. Business Continuity. Data centers used to deliver SaaS Services for this Agreement have
redundant telecommunications access, electrical power, and the required hardware to provide
access to the SaaS Services in the event of a disaster or component failure. We test our disaster
recovery plan on an annual basis. The plan is not client specific and is detailed in Tyler’s System
& Organization Control reports or their equivalent. In the event of a data center failure, we
reserve the right to employ our disaster recovery plan for resumption of the SaaS Services. In
that event, we commit to a Recovery Point Objective (“RPO”) of 24 hours and a Recovery Time
Objective (“RTO”) of 24 hours. RPO represents the maximum duration of time between the
most recent recoverable copy of your hosted Data and subsequent data center failure. RTO
represents the maximum duration of time following data center failure within which your access
to the Tyler Software must be restored. If we employ our disaster recovery plan, we will be
responsible for restoring your Data and ensuring that the SaaS Services are online, and you will
be responsible for validating your Data and confirming the functioning of the SaaS Services,
including any integrations.
6.4. Security Measures. We provide secure Data transmission paths between your devices and the
data center used to provide SaaS Services to you. Data centers used to provide SaaS Services
are accessible only by authorized personnel with a unique key entry or comparable security.
We conduct annual penetration testing of either the production network and/or web
application to be performed. We will maintain industry standard intrusion detection and
prevention systems to monitor malicious activity in the network and to log and block any such
activity. You may not attempt to bypass or subvert security restrictions in the SaaS Services or
environments related to the Tyler Software. Unauthorized attempts to access files, passwords,
or other confidential information, and vulnerability and penetration test scanning of our
network and systems (hosted or otherwise) are prohibited. Where applicable with respect to
our applications that take or process card payment data, we comply with applicable
requirements of PCI DSS. We agree to supply the then-current status of our PCI DSS compliance

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program in the form of an official Attestation of Compliance, which can be found at
https://www.tylertech.com/about-us/compliance and, in the event of any change in our status,
we will comply with applicable notice requirements.
SECTION C – PROFESSIONAL SERVICES
1. Professional Services. We will provide you the various implementation-related services itemized in
the Investment Summary and if applicable, described in the Statement of Work.
2. Professional Services Fees. You agree to pay us the services fees in the amounts set forth in the
Investment Summary. You acknowledge that the fees stated in the Investment Summary, unless
expressly stated otherwise, are good-faith estimates of the amount of time and materials required
for your implementation. We will bill you the actual fees incurred based on the in-scope services
provided to you. Any discrepancies in the total values set forth in the Investment Summary will be
resolved by multiplying the applicable rate by the quoted units.
3. Additional Services. The Investment Summary contains, and the Statement of Work describes, the
scope of services and related costs (including programming and/or interface estimates) required for
the project based on our understanding of the specifications you supplied. If additional work is
required, or if you use or request additional services, we will provide you with an addendum or
change order, as applicable, outlining the costs for the additional work. The price quotes in the
addendum or change order will be valid for thirty (30) days from the date of the quote.
4. Cancellation. If you cancel services less than four (4) weeks in advance (other than for Force
Majeure or breach by us), you will be liable for all (i) daily fees associated with cancelled
professional services if we are unable to reassign our personnel and (ii) any non-refundable travel
expenses already incurred by us on your behalf. We will make all reasonable efforts to reassign
personnel in the event you cancel within four (4) weeks of scheduled commitments.
5. Services Warranty. We will perform services in a professional, workmanlike manner, consistent with
industry standards. In the event we provide services that do not conform to this warranty, we will
re-perform such services at no additional cost to you.
6. Site Access and Requirements. At no cost to us, you agree to provide us with reasonable access to
your personnel, facilities, and equipment as may be reasonably necessary for us to provide
implementation services, subject to any reasonable security protocols or other written policies
provided to us as of the Effective Date, and thereafter as mutually agreed to by you and us.
7. Background Checks. All of our employees undergo criminal background checks prior to hire. All
employees sign our confidentiality agreement and security policies.
8. Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative
process requiring the time and resources of your personnel. You certify that you will use reasonable
efforts to cooperate with us and make your resources available for the performance of the
Agreement in accordance with its terms and the mutually agreed project schedule. Additionally,
you agree to use all reasonable efforts to cooperate with and assist us as may be reasonably
required to support the efficient execution of the activities required for this Agreement.

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Accordingly, you will provide notice of any known inability to timely meet a project commitment so
that appropriate project adjustments can be made. We will not be liable for failure to meet any
project deadlines or milestones when such failure is due to Force Majeure or to the failure by you to
comply with the requirements of this paragraph.
9. Maintenance and Support Services.
9.1. For the duration of this Agreement, consistent with the terms set forth in our then-current
Support Call Process, we will:
9.1.1. perform our maintenance and support obligations in a professional and workmanlike
manner, consistent with industry standards, to provide support and resolve Defects in
the Tyler Software (subject to any applicable release life cycle policy);
9.1.2. provide telephone support during our established support hours as indicated in our
then-current Support Call Process;
9.1.3. maintain personnel that are sufficiently trained to be familiar with the Tyler Software
and Third-Party Software, if any, in order to provide maintenance and support services;
9.1.4. provide releases to the Tyler Software (including updates and enhancements) that we
make generally available without additional charge to customers with a current SaaS
Agreement.
9.2. Your use of Tyler Software or SaaS Services requires that you remain current with supported
releases of Tyler Software as indicated in any applicable release lifecycle policy. Our warranty
and support commitments are contingent upon you using a supported version of the Tyler
Software. Tyler may require you to update to a current version of the Tyler Software to address
a critical issue (for example, to address an identified security vulnerability in the Tyler Software
or a third-party component). Tyler will use commercially reasonable efforts to (i) minimize the
number of such instances and (ii) provide as much advance notice as possible.
9.3. We will use all reasonable efforts to perform support services remotely. We reserve the right to
use secure third-party connectivity tools to deliver maintenance and support services. We also
reserve the right to collect Tyler Software or SaaS Services telemetry for product evaluation,
quality assurance, and security monitoring and enhancement purposes. You agree to
reasonably cooperate with us in providing access to your environments and Data for the
purposes of providing maintenance and support services and acknowledge that our warranty,
support, and service level obligations under this Agreement are contingent upon receiving
reasonable access to your Data and systems.
9.4. For the avoidance of doubt, SaaS Fees do not include the following services: (a) onsite support;
(b) application design; (c) other consulting services; or (d) telephone support outside our normal
business hours as listed in our then-current Support Call Process.
SECTION D – THIRD-PARTY PRODUCTS
1. Third-Party Hardware. We will sell and deliver any Third-Party Hardware set forth in the Investment
Summary for the price indicated therein. Unless otherwise indicated, installation of Third-Party
Hardware will be performed by Tyler or identified third party installers.
2. Third-Party Software. Your rights under this Agreement may include rights to certain Third-Party
Software. We certify that we have acquired the right to provide the Third-Party Software to you.

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Your rights to the Third-Party Software will be governed by the Third-Party Terms and, in the
absence of such terms, this Agreement.
3. Third Party Products Warranties.
3.1 We are authorized by each Developer or its authorized reseller to sell or grant access, as
applicable, to the Third-Party Products.
3.2 Unless otherwise expressly indicated, Third-Party Hardware will be new and unused. You will
receive free and clear title to the Third-Party Hardware you purchase upon your payment in full
of the purchase price.
3.3 You acknowledge that we are not the manufacturer of Third-Party Products. We do not warrant
or guarantee the performance of the Third-Party Products. However, we grant and pass
through to you any warranty that we may receive from the Developer or supplier of the ThirdParty Products.
4. Third-Party Services. If you have purchased Third-Party Services, those services will be provided
independently of Tyler by such third party at the rates set forth in the Investment Summary and in
accordance with Exhibit B.
SECTION E – TERM AND TERMINATION
1. Term. The initial term of this Agreement is equal to the number of years indicated for SaaS Services
in Exhibit A or one (1) year if no duration is indicated. The initial term commences on the first day of
the first month following the Effective Date. Upon expiration of the initial term, this Agreement will
renew automatically for additional one (1) year renewal terms unless terminated in writing by either
party at least sixty (60) days prior to the end of the then-current renewal term. Your right to access
or use the Tyler Software and the SaaS Services will terminate at the end of this Agreement.
2. Termination. This Agreement may be terminated as set forth below. In the event of termination,
you will pay us for all undisputed fees and expenses related to the software, products, and/or
services you have received, or we have incurred or delivered, prior to the effective date of
termination. Disputed fees and expenses in all terminations other than your termination for cause
must have been submitted as invoice disputes in accordance with Section G(2).
2.1. Failure to Pay Fees. You acknowledge that continued access to the SaaS Services is contingent
upon your timely payment of fees. We may terminate this Agreement if you do not cure a
failure to pay within sixty (60) days of our notice to you that you have overdue payments.
2.2. For Cause. If you believe we have materially breached this Agreement, you will invoke the
Dispute Resolution clause set forth in Section G(2). You may terminate this Agreement for cause
after following the procedures set forth in Section G(2).
2.3. Force Majeure. Either party has the right to terminate this Agreement if a Force Majeure event
suspends performance of the SaaS Services for a period of forty-five (45) days or more.
2.4. Lack of Appropriations. If you should not appropriate or otherwise make available funds
sufficient to utilize the SaaS Services, you may unilaterally terminate this Agreement upon thirty
(30) days written notice to us. You will not be entitled to a refund or offset of previously paid,
but unused SaaS Fees. You agree not to use termination for lack of appropriations as a
substitute for termination for convenience.

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SECTION F – INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE
1. Intellectual Property Infringement Indemnification.
1.1. We will defend you against any third-party claim(s) that the Tyler Software or Documentation
infringes that third-party’s patent, copyright, or trademark, or misappropriates its trade secrets,
and will pay the amount of any resulting adverse final judgment (or settlement to which we
consent). You must notify us promptly in writing of the claim and give us sole control over its
defense or settlement. You agree to provide us with reasonable assistance, cooperation, and
information in defending the claim at our expense.
1.2. Our obligations under this Section F(1) will not apply to the extent the claim or adverse final
judgment is based on your use of the Tyler Software in contradiction of this Agreement,
including with non-licensed third parties.
1.3. If an infringement or misappropriation claim is fully litigated and your use of the Tyler Software
is enjoined by a court of competent jurisdiction, in addition to paying any adverse final
judgment (or settlement to which we consent), we will, at our option, either:
1.3.1. procure the right to continue its use;
1.3.2. modify it to make it non-infringing; or
1.3.3. replace it with a functional equivalent.
We may elect to employ these remedies in advance of litigation if we receive information
concerning an infringement or misappropriation claim.
1.4. This section provides your exclusive remedy for third-party copyright, patent, or trademark
infringement and trade secret misappropriation claims.
2. General Indemnification.
2.1. We will indemnify and hold harmless you and your agents, officials, and employees from and
against any and all third-party claims, losses, liabilities, damages, costs, and expenses (including
reasonable attorney's fees and costs) for (i) personal injury, death, or damage to tangible
property, all to the extent caused by our negligence or willful misconduct; or (ii) our violation of
law applicable to our performance under this Agreement. You must notify us promptly in
writing of the claim and give us sole control over its defense or settlement. You agree to
provide us with reasonable assistance, cooperation, and information in defending the claim at
our expense.
2.2. To the extent permitted by applicable law, you will indemnify and hold harmless us and our
agents, officials, and employees from and against any and all third-party claims, losses,
liabilities, damages, costs, and expenses (including reasonable attorney's fees and costs) for (i)
personal injury, death, or damage to tangible property, all to the extent caused by your
negligence or willful misconduct; or (ii) your violation of a law applicable to your performance
under this Agreement. We will notify you promptly in writing of the claim and will give you sole
control over its defense or settlement. We agree to provide you with reasonable assistance,
cooperation, and information in defending the claim at your expense.
3. Indemnification – Data Breach, Breach of Confidentiality Obligation. We will indemnify and hold
harmless you and your agents, officials, and employees from and against any and all third-party
claims, losses, liabilities, damages, costs, and expenses (including reasonable attorney's fees and
costs) for (a) legally required expenses arising from a breach of Client Data hosted by Tyler under
this Agreement, to the extent that breach is caused by our negligence or willful misconduct; or
(b) our violation of our duty of confidentiality under Section G(16) of this Agreement. You must

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notify us promptly in writing of the claim and give us sole control over its defense or settlement.
You agree to provide us with reasonable assistance, cooperation, and information in defending the
claim at our expense.
4. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE HEREBY DISCLAIM ALL OTHER
WARRANTIES AND CONDITIONS, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT
NOT LIMITED TO, ANY IMPLIED WARRANTIES, DUTIES, OR CONDITIONS OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE. CLIENT UNDERSTANDS AND AGREES THAT TYLER
DISCLAIMS ANY LIABILITY FOR ERRORS THAT RELATE TO USER ERROR.
5. LIMITATION OF LIABILITY. NOTWITHSTANDING ANYTHING TO THE CONTRARY SET FORTH IN THIS
AGREEMENT, OUR LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT, WHETHER BASED
ON A THEORY OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE
LIMITED TO YOUR ACTUAL DIRECT DAMAGES, NOT TO EXCEED (i) DURING THE INITIAL TERM, AS
SET FORTH IN SECTION E(1), ONE AND ONE-HALF TIMES (1.5X) THE TOTAL FEES PAID AS OF THE
TIME OF THE CLAIM; OR (ii) DURING ANY RENEWAL TERM, ONE AND ONE-HALF TIMES (1.5X) THE
THEN-CURRENT ANNUAL SAAS FEES PAYABLE IN THAT RENEWAL TERM; EXCEPT THAT, IN THE
CASE OF AN INDEMNIFICATION CLAIM UNDER SECTION F(3), THE LIMITATION IS THE ACTUAL
DIRECT DAMAGES, NOT TO EXCEED (A) DURING THE INITIAL TERM, AS SET FORTH IN SECTION E(1),
TWO (2) TIMES THE TOTAL FEES PAID AS OF THE TIME OF THE CLAIM; OR (B) DURING ANY
RENEWAL TERM, TWO (2) TIMES THE THEN-CURRENT ANNUAL SAAS FEES PAYABLE IN THAT
RENEWAL TERM. THE PARTIES ACKNOWLEDGE AND AGREE THAT THE PRICES SET FORTH IN THIS
AGREEMENT ARE SET IN RELIANCE UPON THIS LIMITATION OF LIABILITY AND TO THE MAXIMUM
EXTENT ALLOWED UNDER APPLICABLE LAW, THE EXCLUSION OF CERTAIN DAMAGES, AND EACH
SHALL APPLY REGARDLESS OF THE FAILURE OF AN ESSENTIAL PURPOSE OF ANY REMEDY. THE
FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO CLAIMS THAT ARE SUBJECT TO
SECTIONS F(1) AND F(2).
6. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR
CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY
OF SUCH DAMAGES.
7. Insurance. During the course of performing services under this Agreement, we agree to maintain
the following levels of insurance: (i) Commercial General Liability of at least $1,000,000 per
occurrence and $2,000,000 aggregate; (ii) Automobile Liability of $1,000,000 combined single limit;
(iii) Professional Liability (inclusive of cyber protection) of $1,000,000 per claim and in the aggregate;
(iv) Workers Compensation complying with applicable statutory requirements; and (v)
Excess/Umbrella Liability of $5,000,000. We will add you as an additional insured to our Commercial
General Liability and Automobile Liability policies, which will automatically add you as an additional
insured to our Excess/Umbrella Liability policy as well. We will provide you with copies of
certificates of insurance upon your written request.

9

SECTION G – GENERAL TERMS AND CONDITIONS
1. Additional Products and Services. You may purchase additional products and services at the rates
set forth in the Investment Summary for twelve (12) months from the Effective Date by executing a
mutually agreed addendum. If no rate is provided in the Investment Summary, or those twelve (12)
months have expired, you may purchase additional products and services at our then-current
pricing, also by executing a mutually agreed addendum. The terms of this Agreement will control
any such additional purchase(s), unless otherwise specifically provided in the addendum.
2. Performance Issues and Dispute Resolution.
2.1. Notice. You agree to provide us with written notice within thirty (30) days of receipt of an
invoice (for invoice disputes) or, in the case of performance, becoming aware of an issue related
to our performance under this Agreement.
2.2. Invoice Issues.
2.2.1. If the issue relates to an invoice, your notice must include the following: (i) the issue(s)
with the invoice; (ii) the specific fee(s) at issue; and (iii) the corrective action(s) you are
requesting of Tyler.
2.2.2. We will provide a response to your notice that (i) supports the validity of the invoice as
issued by us; (ii) adjusts the invoice; or (iii) describes our plan to address the issues
identified in your notice.
2.2.3. You agree to pay all undisputed fees by the due date. You acknowledge that you forfeit
your right to dispute any fees under this Agreement when you fail to pay undisputed
fees within sixty (60) days of our notice that the fees are overdue.
2.2.4. In addition to any other remedies available to us under this Agreement or law for nonpayment, we reserve the right to recover from you our reasonable costs of collection
associated with your failure to timely pay amounts due under this Agreement.
2.2.5. WE RESERVE THE RIGHT TO SUSPEND PERFORMANCE OF ANY SERVICE, INCLUDING
ACCESS TO SAAS SERVICES, FOR FAILURE TO TIMELY PAY UNDISPUTED FEES FIFTEEN (15)
DAYS FOLLOWING OUR NOTICE OF INTENT TO DO SO.
2.3. Dispute Resolution. You agree to cooperate with us in trying to reasonably resolve all disputes,
including, if requested by either party, appointing a senior representative to meet and engage in
good faith negotiations with our appointed senior representative. Senior representatives will
convene within thirty (30) days of the written dispute notice, unless otherwise agreed. All
meetings and discussions between senior representatives will be deemed confidential
settlement discussions not subject to disclosure under Federal Rule of Evidence 408 or any
similar applicable state rule. If we fail to resolve the dispute, then the parties shall participate in
mediation in an effort to resolve the dispute. If the dispute remains unresolved after mediation,
then either of us may assert our respective rights and remedies in a court of competent
jurisdiction. Nothing in this section shall prevent you or us from seeking necessary injunctive
relief during the dispute resolution procedures.
3. Taxes. The fees in the Investment Summary do not include any taxes, including, without limitation,
sales, use, or excise tax. If you are a tax-exempt entity, you agree to provide us with a tax-exempt
certificate. Otherwise, we will pay all applicable taxes to the proper authorities, and you will
reimburse us for such taxes. If you have a valid direct-pay permit, you agree to provide us with a
copy. For clarity, we are responsible for paying our income taxes, both federal and state, as
applicable, arising from our performance of this Agreement.

10

4. Nondiscrimination. We will not discriminate against any employee or applicant in our employment
practices or the performance of our duties, responsibilities, and obligations under this Agreement
because of race, color, religion, gender, age, disability, religious beliefs, national, or ethnic origin.
We will post, where appropriate, all notices related to nondiscrimination as may be required by
applicable law.
5. E-Verify. We use the U.S. Department of Homeland Security’s E-Verify system to confirm the
eligibility of all current employees and persons hired during the contract term to perform services
within the United States under this Agreement.
6. Subcontractors. We will not subcontract any Professional Services specifically for this Agreement
without your prior written consent, not to be unreasonably withheld.
7. Binding Effect; No Assignment. This Agreement shall be binding on, and shall be for the benefit of,
either your or our successor(s) or permitted assign(s). Neither party may assign this Agreement
without the prior written consent of the other party; provided, however, your consent is not
required for an assignment by us as a result of a corporate reorganization, merger, acquisition, or
purchase of substantially all of our assets.
8. Force Majeure. Except for your payment obligations, neither party will be liable for delays in
performing its obligations under this Agreement to the extent that the delay is caused by Force
Majeure; provided, however, that within ten (10) business days of the Force Majeure event, the
party whose performance is delayed provides the other party with written notice explaining the
cause and extent thereof, as well as a request for a reasonable time extension equal to the
estimated duration of the Force Majeure event.
9. No Intended Third-Party Beneficiaries. This Agreement is entered into solely for the benefit of you
and us. No third party will be deemed a beneficiary of this Agreement, and no third party will have
the right to make any claim or assert any right under this Agreement. This provision does not affect
the rights of third parties under any Third-Party Terms.
10. Entire Agreement; Amendment. This Agreement represents the entire agreement between you and
us with respect to the subject matter hereof, and supersedes any prior agreements, understandings,
and representations, whether written, oral, expressed, or implied. Purchase orders submitted by
you, if any, are for your internal administrative purposes only, and the terms and conditions
contained in those purchase orders will have no force or effect. This Agreement may only be
modified in writing, signed by an authorized representative of the party against whom enforcement
is sought.
11. Severability. If any term or provision of this Agreement is held invalid or unenforceable, the
remainder of this Agreement will be considered valid and enforceable to the fullest extent
permitted by law.
12. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced
by either party, such non-enforcement will not act as or be deemed to act as a waiver or

11

modification of this Agreement, nor will such non-enforcement prevent such party from enforcing
each and every term of this Agreement thereafter.
13. Independent Contractor. We are an independent contractor for all purposes under this Agreement.
14. Notices. All notices or communications required or permitted as a part of this Agreement, such as
notice of an alleged material breach for a termination for cause or a dispute that must be submitted
to dispute resolution, must be in writing and will be deemed delivered upon the earlier of the
following: (i) actual receipt by the receiving party; or (ii) five (5) days following deposit with
registered or certified mail with proper postage affixed and addressed to the other party at the
address set forth in this Agreement or such other address as the party may have designated by
proper notice. The consequences for the failure to receive a notice due to improper notification by
the intended receiving party of a change in address will be borne by the intended receiving party.
15. Client Lists. You agree that we may identify you by name in client lists, marketing presentations, and
promotional materials.
16. Confidentiality. Both parties recognize that their respective employees and agents, in the course of
performance of this Agreement, may be exposed to confidential information and that disclosure of
such information could violate rights to private individuals and entities, including the parties.
Confidential information is nonpublic information that a reasonable person would believe to be
confidential and includes, without limitation, personal identifying information (e.g., social security
numbers) and trade secrets, each as defined by applicable state law. Each party agrees that it will
not disclose any confidential information of the other party and further agrees to take all reasonable
and appropriate action to prevent such disclosure by its employees or agents. The confidentiality
covenants contained herein will survive the termination or cancellation of this Agreement. This
obligation of confidentiality will not apply to information that:
i.
is in the public domain, either at the time of disclosure or afterwards, except by breach of
this Agreement by a party or its employees or agents;
ii.
a party can establish by reasonable proof was in that party's possession at the time of initial
disclosure;
iii.
a party receives from a third party who has a right to disclose it to the receiving party; or
iv.
is the subject of a legitimate disclosure request under the open records laws or similar
applicable public disclosure laws governing this Agreement; provided, however, that in the
event you receive an open records or other similar applicable request, you will give us
prompt notice and otherwise perform the functions required by applicable law.
17. Business License. In the event a local business license is required for us to perform services
hereunder, you will promptly notify us and provide us with the necessary paperwork and/or contact
information so that we may timely obtain such license.
18. Governing Law and Venue. This Agreement will be governed by and construed in accordance with
the laws of your state or commonwealth of domicile, without regard to its rules on conflicts of law.
Any action brought under this Agreement shall be venued in Polk County District Court in Polk
County, Minnesota or a federal court serving Polk County, Minnesota.

12

19. Multiple Originals and Authorized Signatures. This Agreement may be executed in multiple
originals, any of which will be independently treated as an original document. Any electronic, faxed,
scanned, photocopied, or similarly reproduced signature on this Agreement or any amendment
hereto will be deemed an original signature and will be fully enforceable as if an original signature.
Each party represents to the other that the signatory set forth below is duly authorized to bind that
party to this Agreement.
20. Cooperative Procurement. To the maximum extent permitted by applicable law, we agree that this
Agreement may be used as a cooperative procurement vehicle by eligible jurisdictions. In such
cases, we reserve the right to negotiate and customize the terms and conditions set forth herein,
including but not limited to pricing, to the scope and circumstances of that cooperative
procurement.
21. Data & Insights Solution Terms. Your use of certain Tyler solutions includes Tyler’s Data & Insights
data platform. Your rights, and the rights of any of your end users, to use Tyler’s Data & Insights
data platform is subject to the Data & Insights SaaS Services Terms of Service, available at:
https://www.tylertech.com/terms/data-insights-saas-services-terms-of-service. By signing a Tyler
Agreement or Order Form, or accessing, installing, or using any of the Tyler solutions listed at the
linked terms, you certify that you have reviewed, understand, and agree to said terms.
22. Contract Documents. This Agreement includes the following exhibits:
Exhibit A
Exhibit B
Exhibit C
Exhibit D
Exhibit E

Investment Summary
Invoicing and Payment Terms
Service Level Agreement
Third-Party Terms
Statement of Work

IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as
of the date(s) set forth below.
Tyler Technologies, Inc.

City of East Grand Forks

By:

By:

Name:

Name:

Title:

Title:

Date:

Date:

Address for Notices:
Tyler Technologies, Inc.
7701 College Boulevard
Overland Park, KS 66210
Attention: Chief Legal Officer

Address for Notices:
City of East Grand Forks
600 Demers Avenue
East Grand Forks, MN 56721-0373
Attention: General Manager – Water and Light

13

Exhibit A
Investment Summary
The Investment Summary details the products and services to be delivered by us, or a third party, as
applicable, to you under the Agreement. This Investment Summary is effective as of the Effective Date
regardless of any expiration date in the Investment Summary. Capitalized terms not otherwise defined
will have the meaning assigned to such terms in the Agreement.

REMAINDER OF PAGE INTENTIONALLY LEFT BLANK

1

Sales Quotation For:
City of East Grand Forks
600 Demers Ave
East Grand Forks MN 56721-0373

Shipping Address
City of East Grand Forks
PO Box 373
East Grand Forks MN 56721-0373

Tyler Annual Software – SaaS
Description

Quoted By
Quote Expiration
Quote Name

Cody Gunstenson
8/25/26

List Price

Discount

Annual

$ 10,500
$ 14,786
$ 1,865
$ 3,537
$ 11,571
$0
$ 3,469
$ 4,457
$ 3,891

$ 3,150
$ 4,436
$ 560
$ 1,061
$ 3,471
$0
$ 1,041
$ 1,337
$ 1,167

$ 7,350
$ 10,350
$ 1,305
$ 2,476
$ 8,100
$0
$ 2,428
$ 3,120
$ 2,724

$0
$0

$0
$0

$0
$0

ERP Pro
ERP Pro 10 Financial Management Suite
AP Automation Capture with Disbursements
Core Financials
Fixed Assets
Inventory Control
Human Resources Management (Includes Position Budgeting)
Employee Access Pro
Project Accounting
Purchasing
Accounts Receivable
ERP Pro 10 Customer Relationship Management Suite
MultiSpeak Remote Connects/Disconnects
MultiSpeak Meter Data Sync
2025-537889-P6D1Z2

CONFIDENTIAL

Page 1

Tyler Annual Software – SaaS

Description
Utility Billing Electric/Water/Gas
Smart Meter Access
Address Verification with Presort
Cashiering
Utility Access
Service Orders Mobile

List Price
$ 17,358
$ 10,400
$ 1,200
$ 3,858
$ 2,112
$ 965

Discount
$ 5,207
$ 3,120
$ 360
$ 1,157
$ 634
$ 290

Annual
$ 12,151
$ 7,280
$ 840
$ 2,701
$ 1,478
$ 675

$0

$0

$0

$ 2,964
$ 5,916
$ 5,916
$ 5,916
$ 2,964
$ 2,964
$0
$0
$0

$ 889
$ 1,775
$ 1,775
$ 1,775
$ 889
$ 889
$0
$0
$0

$ 2,075
$ 4,141
$ 4,141
$ 4,141
$ 2,075
$ 2,075
$0
$0
$0

$0

$0

$0

Time & Attendance
Time & Attendance Mobile Access License
Time & Attendance
Advanced Scheduling

$ 1,503
$ 4,143
$ 9,353

$ 451
$ 1,243
$ 2,806

$ 1,052
$ 2,900
$ 6,547

Content Manager Suite
Content Manager Enterprise

$ 15,432

$ 4,630

$ 10,802

Tyler One
Identity
Workforce Direct
Permitting & Licensing Pro
Asset Management
Permitting
Licensing
Work Orders
Credential Manager
GIS
Collaborator Access
Public Access
Request Manager
Asset Management Pro
GIS

2025-537889-P6D1Z2

CONFIDENTIAL

Page 2

TOTAL:
Term # of Years:

$ 147,040

$ 44,113

$ 102,927

List Price

Discount

Annual

$ 3,664
$ 3,500

$ 2,500
$ 1,750

$ 1,164
$ 1,750

$ 7,164

$ 4,250

$ 2,914

3

Tyler Annual Services
Description
ERP Pro
Other Services
Tyler University
Advanced Cloud Reporting Services
TOTAL:

Tyler Fees per Transaction

Net Unit Price

Description
ERP Pro

ERP Pro 10 Financial Management Suite
AP Automation Disbursements

$ 0.00

ERP Pro 10 Customer Relationship Management Suite
Interactive Voice Response
Miscellaneous Payments

$ 1.25
$ 1.25

Tyler One
Notify
Notifications for Utilities

$ 0.10

Payments
Payments - Client Card Cost - Interchange Plus
ERP Pro Payments
Accounts Receivable
2025-537889-P6D1Z2

List Price

Service%

CONFIDENTIAL

Min

Basis
Points

Rate

0.75%

$ 0.75

Cap

POS Online

X

IVR

X
Page 3

Permitting & Licensing Pro
Payments
Licensing

0.75%

$ 0.75

X

X

Permitting

0.75%

$ 0.75

X

X

Code Enforcement

0.75%

$ 0.75

X

X

Payments – Client Card Cost – Utility Access
Bundle
ERP Pro Payments
Utility Access Payments Bundle

2.00%

$ 0.10

X

X

X

Payments - Other Fees
Client eCheck Cost

$ 1.95

eCheck Rejects

$ 5.00

Credit Card Chargebacks

$ 15.00

Client Card Cost - Interchange Plus
Client Card Cost – Utility Access Bundle

eCheck Rejects
Client eCheck Cost
Credit Card Chargebacks
Payments

2025-537889-P6D1Z2

per card transaction with Visa, MasterCard, Discover, and American Express, when applicable, for
all transactions on top of industry-driven rates for bank fees, card brand fees, interchange fees,
dues, assessments, and other processing fees.
Per card transaction with Visa, MasterCard, Discover, and American Express, when applicable, for
all transactions on top of industry-driven rates for bank fees, card brand fees, interchange fees,
dues, assessments, and other processing fees. Utility Billing Online per transaction fee is bundled
into Tyler Payments rate. In the event Client elects a different processor, Client will be subject to
the then-current UBO per transaction fee.
When an eCheck transaction comes back as declined (e.g. bounced check).
Per electronic check transaction.
If a card payer disputes a transaction at the card issuing bank (e.g. stolen card).
Your use of Payments and any related items included on this order is subject to the terms
found at: https://www.tylertech.com/terms/payment-card-processing-agreement. By signing
this order or the agreement in which it is included, you agree you have read, understand, and
agree to such terms. Please see attached Payments fee schedule.

CONFIDENTIAL

Page 4

Third Party Software & Hardware

Quantity

Unit Price

Extended
Price

Annual

Time & Attendance
Touchscreen 10: Barcode Reader

6

$ 2,875

$ 17,250

$ 1,725

Payments
Payments EMV Card Reader Purchase
PCI Service Fee (Per Device)

8
8

$ 529
$ 180

$ 4,232
$0

$0
$ 1,440

$ 21,482

$ 3,165

Description
Tyler One

TOTAL:

Services

Description
ERP Pro 10 Financial Management Suite
Professional Services
Data Conversion Services
Project Management
ERP Pro 10 Customer Relationship Management Suite
Professional Services
Project Management
Data Conversion Services
Permitting & Licensing Pro
Permitting
Asset Management
Credential Manager
GIS
Work Orders
Licensing
Project Management
Data Conversion Services
2025-537889-P6D1Z2

Hours/Units

Price

440

$ 63,800
$ 14,000
$ 1,950

$0
$ 7,000
$ 1,950

$ 63,800
$ 7,000
$0

254
1

$ 36,830
$ 1,750
$ 6,500

$0
$ 1,750
$ 3,250

$ 36,830
$0
$ 3,250

1
1
1
1
1
1
1

$ 1,702
$ 927
$ 927
$ 927
$ 1,702
$ 1,702
$ 2,500
$ 3,250

$0
$0
$0
$0
$0
$0
$ 2,500
$ 1,625

$ 1,702
$ 927
$ 927
$ 927
$ 1,702
$ 1,702
$0
$ 1,625

1

CONFIDENTIAL

Discount Extended Price

Page 5

Asset Management Pro
Professional Services
Time & Attendance
Professional Services
Project Management
Content Manager Suite
Professional Services
ERP Pro 10 Financial Management Suite
Professional Services
Data Conversion Services

1

$ 145

$0

$ 145

98
1

$ 14,210
$ 1,600

$0
$ 1,600

$ 14,210
$0

120

$ 17,400

$0

$ 17,400

8

$ 1,160
$ 3,328

$0
$ 1,664

$ 1,160
$ 1,664

$ 176,310

$ 21,339

$ 154,971

TOTAL:
Summary

One Time Fees

Total SaaS

Recurring Fees
$ 102,927

Total Third Party Hardware, Software, Services

$ 21,482

$ 3,165

Total Tyler Services

$ 154,971

$ 2,914

Summary Total

$ 176,453

$ 109,006

2025-537889-P6D1Z2

CONFIDENTIAL

Page 6

Optional Tyler Annual Software – SaaS
Description

List Price

Discount

Annual

$ 4,125
$ 1,200

$ 1238
$ 360

$ 2,887
$ 840

Permitting & Licensing Pro
Code Enforcement
Electronic Plan Review

$ 5,916
$ 2,964

$ 1775
$ 889

$ 4,141
$ 2,075

My Civic Suite
My Civic Utility Access Interface
My Civic Pro

$0
$ 8,700

$0
$ 2610

$0
$ 6,090

Data & Insights
Finance Insights

$ 9,000

$ 2700

$ 6,300

Content Manager Suite
Meeting Manager

$ 10,025

$ 3008

$ 7,018

$ 41,930

$ 12,580

$ 29,351

Discount

Extended
Price

12

$ 1,740

60
$ 250

$ 8,700
$0

ERP Pro
ERP Pro 10 Financial Management Suite
Benefits Enrollment
Accounts Receivable Access
Tyler One

TOTAL:

Optional Services
Description

Hours/Units

Price

ERP Pro 10 Financial Management Suite
Professional Services
My Civic Suite
Professional Services
Project Management
2025-537889-P6D1Z2

1
CONFIDENTIAL

250

$0
Page 7

Optional Services
Description

Hours/Units

Price

Discount

Extended
Price

1
1

1,702
927
$ 1750

0
0
$ 875

$ 1,702
$ 927
$ 875

28

$ 4,060
$ 6,000
$ 5,800
$ 4,785

$0

4,930

$ 6,000
40
$ 145

$ 41,859

$ 7,270

$ 34,589

$0

Permitting & Licensing Pro
Code Enforcement
Electronic Plan Review
Data Conversion Services
Data & Insights
Professional Services
Content Manager Suite
Data Conversion Services
Professional Services
Project Management

$ 12000
34
TOTAL:

2025-537889-P6D1Z2

CONFIDENTIAL

$0

$0

Page 8

Comments
Work will be delivered remotely unless otherwise noted in this agreement.
SaaS is considered a term of one year unless otherwise indicated.

Workforce Direct

Advanced Scheduling
Smart Meter Access
Accounts Receivable Access
AP Automation Capture with Disbursements

Cashiering
Core Financials

2025-537889-P6D1Z2

The use of certain Tyler application(s) requires Client to engage and use an identity provider that meets Open ID Connect (OIDC) or
Security Assertation Markup Language (SAML) standards (each, an “IdP”), such as Microsoft Entra ID, Okta, Google Cloud Identity or
RapidIdentity. Client will permit these applications to directly federate with such IdP. Client is responsible for (a) keeping Client and its
representatives’ passwords secure and confidential, (b) any account activity or access that occurs pursuant to Client and its
representatives’ passwords, its account or IdPs, and (c) notifying Tyler of any unauthorized access to its account. If you already have an
IdP in place, you must provide Tyler with the name of the IdP and IT provider contact to facilitate federation. Failure to provide Tyler with
the ability to federate to a supported IdP may result in disrupted deployment and implementation schedules and additional costs. If you
do not have an IdP in place, please contact us for additional information in a timely manner.
Advanced Scheduling includes Advanced Scheduling Mobile Access
Smart Meter Access provides the ability to view AMI data in a chart form thru Utility Access. It provides citizen transparency to track and
proactively manage consumption and citizens can opt in to receive consumption notifications and leak alerts. Note: Notifications are
billed out quarterly as incurred at $0.10 per call or text.
Note that the customer pays $1.25 fee per transaction for payment on-line. Accounts Receivable Access Component displays account
status, accounts for payment, has Security-(Secure Socket Layer), and payment processing via credit cards. Payment packet is created to
be imported to accounts receivable system.
A fully automated vendor payment system, including an automated invoice capture system, invoice approval system, AP Invoice Access.
Tyler Software may include artificial intelligence (“AI”) features that are provided as an administrative convenience, designed to analyze
data or make suggestions, subject to changing laws applicable in your local jurisdiction. Client is responsible for independently
validating the accuracy of data analyzed or suggestions provided via AI features and using such features only to the extent permissible
under applicable law.
Cashiering supports credit/debit cards, is PCI Compliant, and includes a cash collection interface and a cashiering receipt import.
Core Financials includes general ledger, budget prep, bank recon, AP, CellSense, a standard forms pkg, output director, positive pay,
secure signatures, Tyler U.

CONFIDENTIAL

Page 9

Utility Access

Utility Billing Electric/Water/Gas
Content Manager Enterprise

Utility Access Component displays the current status (late, cut off etc), the action needed to avoid penalty, current balance, deposits on
file (optional), last payment date, last payment amount, payment arrangements on file, last bill amount, last bill date, bill due date,
contracts on file and status, transaction history (online payments). Payment packet is created to be imported to utility system. Address
information includes legal description, precinct, school district, and services at address(subject to data availability). Includes consumption
history by service (including graphs), request for service (optional), information change request (optional), security -SSL (secure socket
layer).
Utility CIS System includes collections, tax lien process and import, a standard forms pkg., output director and one Utility handheld
meter-reader interface.
Includes Employee Onboarding

Interactive Voice Response

Interactive Voice Response Solution for Utility Access-The payment packet is created in centralized cash collections. The IVR system gives
the customer an account balance, the customer makes the payment by phone, and the account manager is updated with the payment
record. NOTE: There is a per transaction fee associated with the IVR that will be paid by client unless Tyler is instructed by the client to
pass along to the user at time of payment.

Miscellaneous Payments

Miscellaneous Payments Component allows clients to setup payment forms for misc. payments with a fixed, calculated or open payment
amount. The payments are sent from the website to the cash collection/Cashiering application and then posted to the GL application.
NOTE: There is a per transaction fee associated with the Miscellaneous Payments that will be paid by client unless Tyler is instructed by
the client to pass along to the user at time of payment.

Notifications for Utilities

Notifications for Utility Access include Customer notifications by phone (call late notices and general notifications) and texts. Call and
text lists are automatically generated, and the account is updated after the call or text. Calls includes a custom message for each call type
and the call message can be in English or Spanish. It generates reports based on call and text results. Note: The Utility will be billed at
the rate specified above for all the calls and texts made. The Utility will be billed quarterly by Tyler Technologies for calls and texts
conducted.

Utilities Data Conversion
Work Orders & Usage Data Conversion Services

Utility Billing conversion includes contacts/properties/accounts, meters, transaction/consumption/read history, metered services, nonmetered service. Balanced transactions converted from current calendar year plus prior 2 years. Unlimited history imported upon
request.
Work Orders Conversion includes open work orders with usage and asset information along with location data - no historical data.

Permitting Data Conversion Services

Permits & Inspections Conversion includes open projects, contacts, and locations - no transaction history.

Inventory Data Conversion

Inventory conversion includes items, location, vendors - no transaction history.

Accounts Receivable Data Conversion

Accounts Receivable conversions include master files (contacts properties)

2025-537889-P6D1Z2

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Page 10

Licensing Data Conversion Services

Business Licenses Conversion includes current licenses, contacts, and locations - no transaction history.

Human Resources Management / Payroll Data
Conversion
Financial Management Data Conversion

Human Resources Management conversion includes employee data, current calendar year balanced transactions, and unlimited
unbalanced transaction history.

Utility Access Payments Bundle
AP Automation Disbursements

2025-537889-P6D1Z2

Financial Management conversion includes Chart of Accounts, General Ledger, Accounts Payable, current fiscal year balanced
transactions, and unlimited unbalanced transaction history.
The Utility Access Payments Bundle includes: ERP Pro Payments and IVR (an automated phone system which securely allows for the
collection of utility payments and the checking of balances and due dates).
Expedited disbursement options available to vendors include instant transfer to a bank account, PayPal, Venmo and fast ACH where fees
may apply. No fee options include standard ACH, and physical checks. All disbursements will be made pursuant to the terms and conditions
found at https://www.tylertech.com/client-terms/ap-automation-disbursements-software-and-services-terms-of-use

CONFIDENTIAL

Page 11

Exhibit B
Invoicing and Payment Terms
We will provide you with the software and services set forth in the Investment Summary of the
Agreement. Capitalized terms not otherwise defined will have the meaning assigned to such terms in
the Agreement.
Invoicing: We will invoice you for the applicable software and services in the Investment Summary as
set forth below. Your rights to dispute any invoice are set forth in the Agreement.
1. Tyler Annual Services.
1.1. SaaS Services. SaaS Fees are invoiced on an annual basis, beginning on the commencement of
the initial term as set forth in Section E(1) of this Agreement. Your annual SaaS fees for the
initial term are set forth in the Investment Summary. Upon expiration of the initial term, your
annual SaaS fees will be at our then-current rates. We agree not to increase your annual SaaS
fees by more than three percent (3%) over the previous year’s fees for the first two (2) renewal
terms immediately following the initial term (years 4 and 5).
1.2. Other Annual Services. Fees for annual services other than SaaS Services are invoiced on an
annual basis, beginning with the availability of the service. Your annual fees for the initial term
are set forth in the Investment Summary. Upon expiration of the initial term, your annual fees
will be at our then-current rates. We agree not to increase your annual fees by more than three
percent (3%) over the previous year’s fees for the first two (2) renewal terms immediately
following the initial term (years 4 and 5).
2. Tyler Services.
2.1. Professional Services Generally: Unless otherwise indicated below, fees for Tyler services are
invoiced as delivered.
2.2. Consulting Services: Fixed fee Consulting Services will be invoiced 50% upon your acceptance of
the Best Practice Recommendations, by module, and 50% upon your acceptance of custom
desktop procedures, by module.
2.3. Conversions: Fixed-fee conversions are invoiced 50% upon initial delivery of the converted
Data, by conversion option, and 50% upon Client acceptance to load the converted Data into
Live/Production environment, by conversion option. Where conversions are quoted as
estimated, we will bill you the actual services delivered on a time and materials basis.
2.4. Requested Modifications to the Tyler Software: Requested modifications to the Tyler Software
are invoiced (i) 50% upon delivery of specifications and (ii) 50% upon delivery of the applicable
modification. You must report any failure of the modification to conform to the specifications
within thirty (30) days of delivery; otherwise, the modification will be deemed to be in
compliance with the specifications after the 30-day window has passed. You may still report
Defects to us as set forth in this Agreement.
2.5. Other Fixed Price Services: Other fixed price services are invoiced as delivered. For the
avoidance of doubt, where “Project Planning Services” are provided, payment will be due upon
delivery of the Implementation Planning document. Dedicated Project Management services, if

1

any, will be billed monthly in arrears, beginning on the first day of the month immediately
following initiation of project planning. Strategic Program Management Services, if any, will be
billed monthly in arrears, beginning on the first day of the month immediately following
initiation of program planning.
3. Hardware & Third-Party Products.
3.1. Hardware: Hardware costs, if any, are invoiced upon delivery.
3.2. Hardware Maintenance: The first year maintenance fee for hardware is invoiced upon delivery
of the hardware. Subsequent annual maintenance fees for hardware are invoiced annually, in
advance, at then-current rates, upon each anniversary thereof.
3.3. Third-Party Services: Fees for Third-Party Services, if any, are invoiced as delivered, along with
applicable expenses, at the rates set forth in the Investment Summary.
3.4. Third Party Software. License Fees for Third Party Software, in any, are invoiced when the
applicable Third Party Software is made available to you for download.
3.5. Third Party Software Maintenance: The first year maintenance fee for the Third Party Software
is invoiced when it is made available to you for downloading. Subsequent annual maintenance
fees for Third Party Software are invoiced annually, in advance, at then-current rates, upon
each anniversary thereof.
3.6. Third-Party SaaS Services. Third-Party SaaS Services fees, if any, are invoiced on an annual basis,
commencing with availability of the respective Third-Party SaaS Services. Pricing for the first
year of Third-Party SaaS Services is indicated in the Investment Summary. Unless express stated
otherwise, pricing for subsequent years will be at then-current rates.
4. Transaction Fees. Unless paid directly by an end user at the time of transaction, per transaction
(call, message, etc.) fees are invoiced on a monthly basis. Fees are indicated in the Investment
Summary and may be increased by Tyler upon notice of no less than thirty (30) days.
5. Expenses. The service rates in the Investment Summary do not include travel expenses. Expenses
for Tyler delivered services will be billed as incurred and only in accordance with our then-current
Business Travel Policy.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. We
prefer to receive payments electronically. Our electronic payment information is available by contacting
[email protected].

2

Exhibit C
SERVICE LEVEL AGREEMENT
I.

Agreement Overview

This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement.
It outlines the information technology service levels related to the availability of the Tyler SaaS
Services that you have requested us to provide. All other support services are documented in the
Support Call Process. This SLA does not apply to any Third-Party SaaS Services.
II.
Definitions. Except as defined below, all defined terms have the meaning set forth in the
Agreement.
Actual Attainment: The percentage of time the Tyler Software is available during a calendar month,
calculated as follows: (Service Availability – Downtime) ÷ Service Availability.
Client Error Incident: Any service unavailability resulting from your applications, content or
equipment, or the acts or omissions of any of your service users or third-party providers over whom
we exercise no control.
Downtime: Those minutes during Service Availability, as defined below, when all users cannot
launch, login, search or save primary data in the Tyler Software. Downtime does not include those
instances in which only a Defect is present.
Emergency Maintenance Window: (1) maintenance that is required to patch a critical security
vulnerability; (2) maintenance that is required to prevent an imminent outage of Service Availability;
or (3) maintenance that is mutually agreed upon in writing by Tyler and the Client.
Planned Downtime: Downtime that occurs during a Standard or Emergency Maintenance window.
Service Availability: The total number of minutes in a calendar month that the Tyler Software is
capable of receiving, processing, and responding to requests, excluding Planned Downtime, Client
Error Incidents, denial of service attacks and Force Majeure. Service Availability only applies to Tyler
Software being used in the production environment.
Standard Maintenance: Routine maintenance to the Tyler Software and infrastructure. Standard
Maintenance is limited to five (5) hours per week.
III.

Service Availability
a.

Your Responsibilities

Whenever you experience Downtime, you must make a support call according to the procedures
outlined in the Support Call Process. You will receive a support case number.
b.

Our Responsibilities

When our support team receives a call from you that Downtime has occurred or is occurring, we will
work with you to identify the cause of the Downtime (including whether it may be the result of

1

Planned Downtime, a Client Error Incident, denial of service attack or Force Majeure). We will also
work with you to resume normal operations.
c.

Client Relief

Our targeted Attainment Goal is 100%. You may be entitled to credits as indicated in the Client Relief
Schedule found below. Your relief credit is calculated as a percentage of the SaaS Fees paid for the
calendar month.
In order to receive relief credits, you must submit a request through one of the channels listed in our
Support Call Process within fifteen (15) days of the end of the applicable month. We will respond to
your relief request within thirty (30) days of receipt.
The total credits confirmed by us will be applied to the SaaS Fee for the next billing cycle. Issuing of
such credit does not relieve us of our obligations under the Agreement to correct the problem which
created the service interruption.
Credits are only payable when Actual Attainment results in eligibility for credits in consecutive
months and only for such consecutive months.
Client Relief Schedule
Actual Attainment

Client Relief

99.99% - 99.70%

Remedial action will be taken

99.69% - 98.50%

2% of SaaS Fees paid for applicable month

98.49% - 97.50%

4% of SaaS Fees paid for applicable month

97.49% - 96.50%

6% of SaaS Fees paid for applicable month

96.49% - 95.50%

8% of SaaS Fees paid for applicable month

Below 95.50%

10% of SaaS Fees paid for applicable
month

* Notwithstanding language in the Agreement to the contrary, Recovery Point Objective is one (1)
hour.
IV.

Maintenance Notifications

We perform Standard Maintenance during limited windows that are historically known to be
reliably low-traffic times. If and when maintenance is predicted to occur during periods of higher
traffic, we will provide advance notice of those windows and will coordinate to the greatest extent
possible with you.
Not all maintenance activities will cause application unavailability. However, if Tyler anticipates
that activities during a Standard or Emergency Maintenance window may make the Tyler Software
unavailable, we will provide advance notice, as reasonably practicable, that the Tyler Software
will be unavailable during the maintenance window.

2

Exhibit D
Third-Party Terms
DocOrigin Terms. Your use of Tyler Forms software and forms is subject to the DocOrigin End User
License Agreement available for download here: https://eclipsecorp.us/eula/. By signing a Tyler
Agreement or Order Form including Tyler forms software or forms, or accessing, installing, or using Tyler
Forms software or forms, you agree that you have read, understood, and agree to such terms.
ThinPrint Terms. Your use of Tyler Forms software and forms is subject to the End User License
Agreement terms for ThinPrint Engine, ThinPrint License Server, and Connected Gateway found
here: https://www.thinprint.com/en/legal-notes/eula/. By signing a Tyler Agreement or Order Form, or
accessing, installing, or using Tyler Forms software or forms, you agree that you have read, understood,
and agree to such terms.
Twilio Acceptable Use Policy. Your use of the Tyler solutions listed below includes functionality provided
by a Third-Party Developer, Twilio. Your rights, and the rights of any of your end users, to use said
functionality are subject to the terms of the Twilio Acceptable Use Policy, available
at http://www.twilio.com/legal/aup. By signing a Tyler Agreement or Order Form, or accessing,
installing, or using any such Tyler solution, you certify that you have reviewed, understand, and agree to
said terms. Tyler hereby disclaims any and all liability related to your or your end user’s failure to abide
by the terms of the Twilio Acceptable Use Policy. Any liability for failure to abide by said terms shall rest
solely with the person or entity whose conduct violated said terms.
• Electronic Warrants
• Online Dispute Resolution
• Enterprise Justice Notifications Add On (text notifications)
• Absence & Substitute
• Notify
• Enterprise Jury Manager
• Enterprise Supervision
• Virtual Court

1

Exhibit E
Statement of Work

REMAINDER OF PAGE INTENTIONALLY LEFT BLANK

1

City of East Grand Forks
SOW from Tyler Technologies, Inc.
11/26/2025

Presented to:
Corey Thompson
600 DeMers Avenue
East Grand Forks, MN 56721
Contact:
Cody Gunstenson
Email: [email protected]
5519 53rd St., Lubbock, TX 79414

Table of Contents
PART 1: EXECUTIVE SUMMARY ............................................................................................................... 1
Project Overview ................................................................................................................................ 1
Introduction ........................................................................................................................................ 1
Project Goals ....................................................................................................................................... 1
Methodology ....................................................................................................................................... 1

PART 2: PROJECT FOUNDATION ............................................................................................................. 3
Project Governance ............................................................................................................................ 3
Project Scope Control ......................................................................................................................... 4
Managing Scope and Project Change ................................................................................................. 4
Change Control ................................................................................................................................... 4
Change Request Management ............................................................................................................ 4
Acceptance Process ............................................................................................................................ 6
Roles and Responsibilities .................................................................................................................. 6
Tyler Roles & Responsibilities ............................................................................................................. 6
Tyler Executive Manager ............................................................................................................. 7
Tyler Implementation Manager .................................................................................................. 7
Tyler Project Manager................................................................................................................. 7
Tyler Implementation Consultant ............................................................................................... 8
Tyler Sales ................................................................................................................................... 8
Tyler Technical Services .............................................................................................................. 8
City Roles & Responsibilities ............................................................................................................... 9
City Executive Sponsor ................................................................................................................ 9
City Steering Committee ............................................................................................................. 9
City Project Manager .................................................................................................................. 9
City Functional Leads ................................................................................................................ 11
City Power Users ....................................................................................................................... 11
City End Users ........................................................................................................................... 12
City Technical Lead .................................................................................................................... 12
City Change Management Lead ................................................................................................ 13

PART 3: PROJECT PLAN ........................................................................................................................... 14
Project Stages................................................................................................................................... 14
Initiate and Plan ................................................................................................................................ 15
Initial Coordination ................................................................................................................... 15
Project/Phase Planning ............................................................................................................. 16
Infrastructure Planning ............................................................................................................. 17
City of East Grand Forks
Tyler Technologies, Inc.

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Stakeholder Meeting................................................................................................................. 18
GIS Planning .............................................................................................................................. 19
Control Point 1: Initiate & Plan Stage Acceptance .................................................................... 19
Assess & Define ................................................................................................................................. 20
Solution Orientation.................................................................................................................. 20
Current & Future State Analysis................................................................................................ 21
This work package is not applicable.......................................................................................... 22
Data Assessment ....................................................................................................................... 22
Conversion Assessment ............................................................................................................ 24
Control Point 2: Assess & Define Stage Acceptance ................................................................. 25
Prepare Solution ............................................................................................................................... 25
Initial System Deployment ........................................................................................................ 25
Configuration ............................................................................................................................ 26
Process Refinement .................................................................................................................. 27
Conversion Delivery .................................................................................................................. 29
This work package is not applicable.......................................................................................... 30
Control Point 3: Prepare Solution Stage Acceptance................................................................ 30
Production Readiness ....................................................................................................................... 31
Solution Validation .................................................................................................................... 31
Go-Live Readiness ..................................................................................................................... 32
End User Training ...................................................................................................................... 33
Control Point 4: Production Readiness Stage Acceptance ........................................................ 34
Production ......................................................................................................................................... 34
Go-Live ...................................................................................................................................... 34
Transition to Client Services...................................................................................................... 36
Post Go-Live Activities ............................................................................................................... 36
Control Point 5: Production Stage Acceptance ......................................................................... 37
Close .................................................................................................................................................. 38
Phase Closeout .......................................................................................................................... 38
Project Closeout ........................................................................................................................ 39
Control Point 6: Close Stage Acceptance .................................................................................. 40
General Assumptions ....................................................................................................................... 40
Project ............................................................................................................................................... 40
Organizational Change Management ............................................................................................... 41
Resources and Scheduling................................................................................................................. 41
Data ................................................................................................................................................... 41
Facilities............................................................................................................................................. 42
Glossary ........................................................................................................................................... 43

PART 4: APPENDICES ............................................................................................................................... 46
Conversion ....................................................................................................................................... 46
ERP Pro Utility Billing Conversion Summary ..................................................................................... 46
Utility Billing - Standard ............................................................................................................ 46
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Tyler Technologies, Inc.

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Utility Billing – Legacy/Historical Views .................................................................................... 46
ERP Pro Financials Conversion Summary .......................................................................................... 46
General Ledger .......................................................................................................................... 46
Accounts Payable ...................................................................................................................... 46
Personnel Management ............................................................................................................ 46
Permits & Inspections - Standard ..................................................................................................... 47
Asset Management - Standard ......................................................................................................... 47
Work Orders – Plus Usage ................................................................................................................ 47
Work Orders - Standard .................................................................................................................... 47
Additional Appendices .................................................................................................................. 48
This work package is not applicable.................................................................................................. 48
Project Timeline ........................................................................................................................... 49
ERP Pro Financial Management Timeline ......................................................................................... 49
ERP Pro Utility Billing Timeline .......................................................................................................... 50
Tyler Content Manager Enterprise Timeline..................................................................................... 51
MyGov Timeline ................................................................................................................................ 51
This work package is not applicable.................................................................................................. 51

City of East Grand Forks
Tyler Technologies, Inc.

Page | iii

Part 1: Executive Summary
Project Overview
Introduction
Tyler Technologies (“Tyler”) is the largest and most established provider of integrated software and
technology services focused solely on the public sector. Tyler’s end-to-end solutions empower public sector
entities including local, state, provincial and federal government, to operate more efficiently and connect
more transparently with their constituents and with each other. By connecting data and processes across
disparate systems, Tyler’s solutions transform how clients gain actionable insights that solve problems in their
communities.

Project Goals
This Statement of Work (“SOW”) documents the methodology, implementation stages, activities, and roles
and responsibilities, and project scope listed in the Investment Summary of the Agreement between Tyler
and the City (collectively the “Project”).
The overall goals of the project are to:









Successfully implement the contracted scope on time and on budget
Increase operational efficiencies and empower users to be more productive
Improve accessibility and responsiveness to external and internal customer needs
Overcome current challenges and meet future goals
Providing a single, comprehensive, and integrated solution to manage business functions
Streamline business processes through automation, integration, and workflows
Provide a user-friendly user interface to promote system use and productivity
Eliminate redundant data entry

Methodology
This is accomplished by the City and Tyler working as a partnership and Tyler utilizing its depth of
implementation experience. While each Project is unique, all will follow Tyler’s six-stage methodology. Each
of the six stages is comprised of multiple work packages, and each work package includes a narrative
description, objectives, tasks, inputs, outputs/deliverables, assumptions, and a responsibility matrix.
Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to scope, budget, timeline controls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently across
Phases, and is scaled to meet the City’s complexity and organizational needs.

City of East Grand Forks
Tyler Technologies, Inc.

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The methodology adapts to both single-phase and multiple-phase projects.
To achieve Project success, it is imperative that both the City and Tyler commit to including the necessary
leadership and governance. During each stage of the Project, it is expected that the City and Tyler Project
teams work collaboratively to complete tasks. An underlying principle of Tyler’s Implementation process is to
employ an iterative model where the City’s business processes are assessed, configured, validated, and
refined cyclically in line with the project budget. This approach is used in multiple stages and work packages
as illustrated in the graphic below.

The delivery approach is systematic, which reduces variability and mitigates risks to ensure Project success. As
illustrated, some stages, along with work packages and tasks, are intended to be overlapping by nature to
complete the Project efficiently and effectively.

City of East Grand Forks
Tyler Technologies, Inc.

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Part 2: Project Foundation
Project Governance
Project governance is the management framework within which Project decisions are made. The role of
Project governance is to provide a decision-making approach that is logical, robust, and repeatable. This
allows organizations to have a structured approach for conducting its daily business in addition to project
related activities.
This section outlines the resources required to meet the business needs, objectives, and priorities for the
Project, communicate the goals to other Project participants, and provide support and guidance to
accomplish these goals. Project governance defines the structure for escalation of issues and risks, Change
Control review and authority, and Organizational Change Management activities. Throughout the Statement
of Work Tyler has provided RACI Matrices for activities to be completed throughout the implementation
which will further outline responsibilities of different roles in each stage. Further refinement of the
governance structure, related processes, and specific roles and responsibilities occurs during the Initiate &
Plan Stage.
The chart below illustrates an overall team perspective where Tyler and the City collaborate to resolve Project
challenges according to defined escalation paths. If project managers do not possess authority to determine a
solution, resolve an issue, or mitigate a risk, Tyler implementation management and the City Steering
Committee become the escalation points to triage responses prior to escalation to the City and Tyler
executive sponsors. As part of the escalation process, each Project governance tier presents
recommendations and supporting information to facilitate knowledge transfer and issue resolution. The City
and Tyler executive sponsors serve as the final escalation point.

City of East Grand Forks
Tyler Technologies, Inc.

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Project Scope Control
Managing Scope and Project Change
Project Management governance principles contend that there are three connected constraints on a Project:
budget, timeline, and scope. These constraints, known as the “triple constraints” or project management
triangle, define budget in terms of financial cost, labor costs, and other resource costs. Scope is defined as the
work performed to deliver a product, service or result with the specified features and functions, while time is
simply defined as the schedule. The Triple Constraint theory states that if you change one side of the triangle,
the other two sides must be correspondingly adjusted. For example, if the scope of the Project is increased,
cost and time to complete will also need to increase. The Project and executive teams will need to remain
cognizant of these constraints when making impactful decisions to the Project. A simple illustration of this
triangle is included here, showing the connection of each item and their relational impact to the overall
Scope.

A pillar of any successful project is the ability to properly manage scope while allowing the appropriate level
of flexibility to incorporate approved changes. Scope and changes within the project will be managed using
the change control process outlined in the following section.

Change Control
It may become necessary to change the scope of this Project due to unforeseeable circumstances (e.g., new
constraints or opportunities are discovered). This Project is being undertaken with the understanding that
Project scope, schedule, and/or cost may need to change to produce optimal results for stakeholders.
Changes to contractual requirements will follow the change control process specified in the final contract,
and as described below.

Change Request Management
Should the need for a change to Project scope, schedule, and/or cost be identified during the Project, the
change will be brought to the attention of the Steering Committee and an assessment of the change will
occur. While such changes may result in additional costs and delays relative to the schedule, some changes
may result in less cost to the City; for example, the City may decide it no longer needs a deliverable originally
defined in the Project. The Change Request will include the following information:
City of East Grand Forks
Tyler Technologies, Inc.

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




The nature of the change.
A good faith estimate of the additional cost or associated savings to the City, if any.
The timetable for implementing the change.
The effect on and/or risk to the schedule, resource needs or resource responsibilities.

The City will use its good faith efforts to either approve or disapprove any Change Request within ten (10)
Business Days (or other period as mutually agreeable between Tyler and the City). Any changes to the Project
scope, budget, or timeline must be documented and approved in writing using a Change Request form. These
changes constitute a formal amendment to the Statement of Work and will supersede any conflicting term in
the Statement of Work.

City of East Grand Forks
Tyler Technologies, Inc.

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Acceptance Process
The implementation of a Project involves many decisions to be made throughout its lifecycle. Decisions will
vary from higher level strategy decisions to smaller, detailed Project level decisions. It is critical to the success
of the Project that each City office or department designates specific individuals for making decisions on
behalf of their offices or departments.
Both Tyler and the City will identify representative project managers. These individuals will represent the
interests of all stakeholders and serve as the primary contacts between the two organizations.
The coordination of gaining City feedback and approval on Project deliverables will be critical to the success of
the Project. The City project manager will strive to gain deliverable and decision approvals from all authorized
City representatives. Given that the designated decision-maker for each department may not always be
available, there must be a designated proxy for each decision point in the Project. Assignment of each proxy
will be the responsibility of the leadership from each City department. The proxies will be named individuals
that have the authorization to make decisions on behalf of their department.
The following process will be used for accepting Deliverables and Control Points:






The City shall have five (5) business days from the date of delivery, or as otherwise mutually agreed
upon by the parties in writing, to accept each Deliverable or Control Point. If the City does not
provide acceptance or acknowledgement within five (5) business days, or the otherwise agreed upon
timeframe, not to be unreasonably withheld, Tyler deems the Deliverable or Control Point as
accepted.
If the City does not agree the Deliverable or Control Point meets requirements, the City shall notify
Tyler project manager(s), in writing, with reasoning within five (5) business days, or the otherwise
agreed-upon timeframe, not to be unreasonably withheld, of receipt of the Deliverable.
Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. The City shall then
have two (2) business days from receipt of the redelivered Deliverable or Control Point to accept or
again submit written notification of reasons for rejecting the milestone. If the City does not provide
acceptance within two (2) business days, or the otherwise agreed upon timeframe, not to be
unreasonably withheld, Tyler deems the Deliverable or Control Point as accepted.

Roles and Responsibilities
The following defines the roles and responsibilities of each Project resource for the City and Tyler. Roles and
responsibilities may not follow the organizational chart or position descriptions at the City, but are roles
defined within the Project. It is common for individual resources on both the Tyler and City project teams to
fill multiple roles. Similarly, it is common for some roles to be filled by multiple people.

Tyler Roles & Responsibilities
Tyler assigns a project manager prior to the start of each Phase of the Project (some Projects may only be one
Phase in duration). Additional Tyler resources are assigned as the schedule develops and as needs arise.

City of East Grand Forks
Tyler Technologies, Inc.

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Tyler Executive Manager
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation
process. This team member offers additional support to the Project team and collaborates with other Tyler
department managers as needed to escalate and facilitate implementation Project tasks and decisions.





Provides clear direction for Tyler staff on executing on the Project Deliverables to align with satisfying
the City ’s overall organizational strategy.
Authorizes required Project resources.
Resolves all decisions and/or issues not resolved at the implementation management level as part of
the escalation process.
Acts as the counterpart to the City ’s executive sponsor.

Tyler Implementation Manager







Tyler implementation management has indirect involvement with the Project and is part of the Tyler
escalation process. The Tyler project managers consult implementation management on issues and
outstanding decisions critical to the Project. Implementation management works toward a solution
with the Tyler Project Manager or with City management as appropriate. Tyler executive
management is the escalation point for any issues not resolved at this level.
Assigns Tyler Project personnel.
Provides support for the Project team.
Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources.
Monitors Project progress including progress towards agreed upon goals and objectives.

Tyler Project Manager


The Tyler project manager(s) provides oversight of the Project, coordination of Tyler resources
between departments, management of the Project budget and schedule, effective risk, and issue
management, and is the primary point of contact for all Project related items. As requested by the
City, the Tyler Project Manager provides regular updates to the City Steering Committee and other
Tyler governance members. Tyler Project Manager’s role includes responsibilities in the following
areas:

Contract Management

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


Validates contract compliance throughout the Project.
Ensures Deliverables meet contract requirements.
Acts as primary point of contact for all contract and invoicing questions.
Prepares and presents contract milestone sign-offs for acceptance by the City project manager(s).
Coordinates Change Requests, if needed, to ensure proper Scope and budgetary compliance.

Planning

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


Delivers project planning documents.
Defines Project tasks and resource requirements.
Develops initial Project schedule and Project Management Plan.
Collaborates with the City project manager(s) to plan and schedule Project timelines to achieve ontime implementation.

City of East Grand Forks
Tyler Technologies, Inc.

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Implementation Management








Tightly manages Scope and budget of Project to ensure Scope changes and budget planned versus
actual are transparent and handled effectively and efficiently.
Establishes and manages a schedule and Tyler resources that properly support the Project Schedule
and are also in balance with Scope/budget.
Establishes risk/issue tracking/reporting process between the City and Tyler and takes all necessary
steps to proactively mitigate these items or communicate with transparency to the City any items
that may impact the outcomes of the Project.
Collaborates with the City ’s project manager(s) to establish key business drivers and success
indicators that will help to govern Project activities and key decisions to ensure a quality outcome of
the project.
Collaborates with the City ’s project manager(s) to set a routine communication plan that will aide all
Project team members, of both the City and Tyler, in understanding the goals, objectives, status, and
health of the Project.

Resource Management


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


Acts as liaison between Project team and Tyler manager(s).
Identifies and coordinates all Tyler resources across all applications, Phases, and activities including
development, forms, installation, reports, implementation, and billing.
Provides direction and support to Project team.
Manages the appropriate assignment and timely completion of tasks as defined in the Project
Schedule, task list, and Go-Live Checklist.
Assesses team performance and adjusts as necessary.
Consulted on in Scope 3rd party providers to align activities with ongoing Project tasks.

Tyler Implementation Consultant







Completes tasks as assigned by the Tyler project manager(s).
Documents activities for services performed by Tyler.
Guides the City through software validation process following configuration.
Assists during Go-Live process and provides support until the City transitions to Client Services.
Facilitates training sessions and discussions with the City and Tyler staff to ensure adequate
discussion of the appropriate agenda topics during the allotted time.
May provide conversion review and error resolution assistance.

Tyler Sales




Supports Sales to Implementation knowledge transfer during Initiate & Plan.
Provides historical information, as needed, throughout implementation.
Participates in pricing activities if additional licensing and/or services are needed.

Tyler Technical Services






Maintains Tyler infrastructure requirements and design document(s).
Involved in system infrastructure planning/review(s).
Provides first installation of licensed software with initial database on servers.
Supports and assists the project team with technical/environmental issues/needs.
Deploys Tyler products.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 8





Conducts GIS Planning.
Reviews GIS data and provides feedback to the City.
Loads City provided GIS data into the system.

City Roles & Responsibilities
City resources will be assigned prior to the start of each Phase of the Project. One person may be assigned to
multiple Project roles.

City Executive Sponsor
The City executive sponsor provides support to the Project by providing strategic direction and
communicating key issues about the Project and its overall importance to the organization. When called
upon, the executive sponsor also acts as the final authority on all escalated Project issues. The executive
sponsor engages in the Project, as needed, to provide necessary support, oversight, guidance, and escalation,
but does not participate in day-to-day Project activities. The executive sponsor empowers the City steering
committee, project manager(s), and functional leads to make critical business decisions for the City.




Champions the project at the executive level to secure buy-in.
Authorizes required project resources.
Actively participates in organizational change communications.

City Steering Committee
The City steering committee understands and supports the cultural change necessary for the Project and
fosters an appreciation for the Project’s value throughout the organization. The steering committee oversees
the City project manager and Project through participation in regular internal meetings. The City steering
committee remains updated on all Project progress, Project decisions, and achievement of Project
milestones. The City steering committee also serves as primary level of issue resolution for the Project.









Works to resolve all decisions and/or issues not resolved at the project manager level as part of the
escalation process.
Attends all scheduled steering committee meetings.
Provides support for the project team.
Assists with communicating key project messages throughout the organization.
Prioritizes the project within the organization.
Ensures the project staffed appropriately and that staff have necessary resources.
Monitors project progress including progress towards agreed upon goals and objectives.
Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o Project Goals
o City Policies
o Needs of other client projects

City Project Manager
The City shall assign project manager(s) prior to the start of this project with overall responsibility and
authority to make decisions related to Project Scope, scheduling, and task assignment. The City Project
City of East Grand Forks
Tyler Technologies, Inc.

Page | 9

Manager should communicate decisions and commitments to the Tyler project manager(s) in a timely and
efficient manner. When the City project manager(s) do not have the knowledge or authority to make
decisions, he or she engages the necessary resources to participate in discussions and make decisions in a
timely fashion to avoid Project delays. The City project manager(s) are responsible for reporting to the City
steering committee and determining appropriate escalation points.

Contract Management




Validates contract compliance throughout the project.
Ensures that invoicing and Deliverables meet contract requirements.
Acts as primary point of contact for all contract and invoicing questions. Collaborates on and
approves Change Requests, if needed, to ensure proper scope and budgetary compliance.

Planning





Reviews and accepts project planning documents.
Defines project tasks and resource requirements for the City project team.
Collaborates in the development and approval of the project schedule.
Collaborates with Tyler project manager(s) to plan and schedule project timelines to achieve on-time
implementation.

Implementation Management










Tightly manages project budget and scope.
Collaborates with Tyler project manager(s) to establish a process and approval matrix to ensure that
scope changes and budget (planned versus actual) are transparent and handled effectively and
efficiently.
Collaborates with Tyler project manager to establish and manage a schedule and resource plan that
properly supports the project schedule as a whole and is also in balance with scope and budget.
Collaborates with Tyler project manager(s) to establish risk and issue tracking and reporting process
between the City and Tyler and takes all necessary steps to proactively mitigate these items or
communicate with transparency to Tyler any items that may impact the outcomes of the project.
Collaborates with Tyler project manager(s) to establish key business drivers and success indicators
that will help to govern project activities and key decisions to ensure a quality outcome of the project.
Routinely communicates with both the City staff and Tyler, aiding in the understanding of goals,
objectives, current status, and health of the project by all team members.
Manages the requirements gathering process and ensure timely and quality business requirements
are being provided to Tyler.

Resource Management








Acts as liaison between project team and stakeholders.
Identifies and coordinates all City resources across all modules, phases, and activities including data
conversions, forms design, hardware and software installation, reports building, and satisfying
invoices.
Provides direction and support to project team.
Builds partnerships among the various stakeholders, negotiating authority to move the project
forward.
Manages the appropriate assignment and timely completion of tasks as defined.
Assesses team performance and takes corrective action, if needed.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 10







Provides guidance to City technical teams to ensure appropriate response and collaboration with
Tyler Technical Support Teams to ensure timely response and appropriate resolution.
Owns the relationship with in-Scope 3rd party providers and aligns activities with ongoing project
tasks.
Ensures that users have appropriate access to Tyler project toolsets as required.
Conducts training on proper use of toolsets.
Validates completion of required assignments using toolsets.

City Functional Leads











Makes business process change decisions under time sensitive conditions.
Communicates existing business processes and procedures to Tyler consultants.
Assists in identifying business process changes that may require escalation.
Contributes business process expertise for Current & Future State Analysis.
Identifies and includes additional subject matter experts to participate in Current & Future State
Analysis.
Validates that necessary skills have been retained by end users.
Provides End Users with dedicated time to complete required homework tasks.
Acts as an ambassador/champion of change for the new process and provide business process
change support.
Identifies and communicates any additional training needs or scheduling conflicts to the City project
manager.
Actively participates in all aspects of the implementation, including, but not limited to, the following
key activities:
o Task completion
o Stakeholder Meeting
o Project Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of City resources
o Attendance at scheduled sessions
o Change management activities
o Modification specification, demonstrations, testing and approval assistance
o Data analysis assistance
o Decentralized end user training
o Process testing
o Solution Validation

City Power Users









Participate in project activities as required by the project team and project manager(s).
Provide subject matter expertise on the City business processes and requirements.
Act as subject matter experts and attend Current & Future State Analysis sessions as needed.
Attend all scheduled training sessions.
Participate in all required post-training processes as needed throughout project.
Test all application configuration to ensure it satisfies business process requirements.
Become application experts.
Participate in Solution Validation.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 11







Adopt and support changed procedures.
Complete all deliverables by the due dates defined in the project schedule.
Demonstrate competency with Tyler products processing prior to Go-live.
Provide knowledge transfer to the City staff during and after implementation.
Participate in conversion review and validation.

City End Users






Attend all scheduled training sessions.
Become proficient in application functions related to job duties.
Adopt and utilize changed procedures.
Complete all deliverables by the due dates defined in the project schedule.
Utilize software to perform job functions at and beyond Go-live.

City Technical Lead










Coordinates updates and releases with Tyler as needed.
Coordinates the copying of source databases to training/testing databases as needed for training
days.
Coordinates and adds new users, printers and other peripherals as needed.
Validates that all users understand log-on process and have necessary permission for all training
sessions.
Coordinates interface development for City third party interfaces.
Develops or assists in creating reports as needed.
Ensures on-site system meets specifications provided by Tyler.
Assists with software installation as needed.
Extracts and transmits conversion data and control reports from the City’s legacy system per the
conversion schedule set forth in the project schedule.

City GIS





Participates in GIS planning activities.
Responsible for management and maintenance of City GIS infrastructure and data.
Ensures GIS data/service endpoints are in alignment with Tyler software requirements.
Provides Tyler implementation team with GIS data/service access information.

City Upgrade Coordination










Becomes familiar with the software upgrade process and required steps.
Becomes familiar with Tyler’s releases and updates.
Utilizes Tyler resources to stay abreast of the latest Tyler releases and updates, as well as the latest
helpful tools to manage the City’s software upgrade process.
Assists with the software upgrade process during implementation.
Manages software upgrade activities post-implementation.
Manages software upgrade plan activities.
Coordinates software upgrade plan activities with City and Tyler resources.
Communicates changes affecting users and department stakeholders.
Obtains department stakeholder acceptance to upgrade production environment.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 12

City Change Management Lead






Validates that users receive timely and thorough communication regarding process changes.
Provides coaching to supervisors to prepare them to support users through the project changes.
Identifies the impact areas resulting from project activities and develops a plan to address them
proactively.
Identifies areas of resistance and develops a plan to reinforce the change.
Monitors post-production performance and new process adherence.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 13

Part 3: Project Plan
Project Stages
Work Breakdown Structure
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down into
smaller, more manageable components. The top-level components are called “Stages” and the second level
components are called “Work Packages”. The work packages, shown below each stage, contain the high-level
work to be done. The detailed Project Schedule, developed during Project/Phase Planning and finalized during
subsequent stages, lists the tasks to be completed within each work package. Each stage ends with a “Control
Point”, confirming the work performed during that stage of the Project has been accepted by the City.

Work Breakdown Structure (WBS)
1. Initiate &
Plan

2. Assess &
Define

3. Prepare
Solution

4. Production
Readiness

5. Production

6. Close

1.1 Initial
Coordination

2.1 Solution
Orientation

3.1 Initial System
Deployment

4.1 Solution
Validation

5.1 Go Live

6.1 Phase Close
Out

1.2 Project/Phase
Planning

2.2 Current & Future
State Analysis

3.2 Configuration

4.2 Go Live
Readiness

5.2 Transition to
Client Services

6.2 Project Close
Out

1.3 Infrastructure
Planning

2.3 Modification
Analysis

3.3 Process
Refinement

4.3 End User
Training

5.3 Post Go Live
Activities

1.4 Stakeholder
Meeting

2.4 Conversion
Assessment

3.4 Conversion
Delivery

1.5 GIS Planning*

2.5 Data Assessment

3.5 Data Delivery

3.6 Modifications*

*Items noted with an asterisk in the graphic above relate to specific products and services. If those products and services are not included in the scope
of the contract, these specific work packages will be noted as “This work package is not applicable” in Section 6 of the Statement of Work.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 14

Initiate and Plan
The Initiate and Plan stage involves Project initiation, infrastructure, and planning. This stage creates a
foundation for the Project by identifying and establishing sequence and timing for each Phase as well as
verifying scope for the Project. This stage will be conducted at the onset of the Project, with a few unique
items being repeated for the additional Phases as needed.

Initial Coordination
Prior to Project commencement, Tyler management assigns project manager(s). Additional Project resources
will be assigned later in the Project as a Project schedule is developed. Tyler provides the City with initial
Project documents used to gather names of key personnel, their functional role as it pertains to the Project,
as well as any blackout dates to consider for future planning. the City gathers the information requested by
the provided deadline ensuring preliminary planning and scheduling can be conducted moving the Project
forward in a timely fashion. Internally, the Tyler Project Manager(s) coordinate with sales to ensure transfer
of vital information from the sales process prior to scheduling a Project Planning Meeting with the City’s
team. During this step, Tyler will work with the City to establish the date(s) for the Project and Phase Planning
session.
Objectives:
Formally launch the project.
Establish project governance.
Define and communicate governance for Tyler.
Identify City project team.
Initial Coordination

City of East Grand Forks
Tyler Technologies, Inc.

A

R

C

C

I
A

R

A

R

I

I

I

I

I
A

I

I
R

I

I

I

I

I

A

R

C

C

I
I

Page | 15

Technical Leads

I

End Users

I

Department Heads

Technical Services

I

Subject Matter Experts (Power

Modification Services

I

Change Management Leads

Data Experts

C

Functional Leads

Implementation Consultant

R

Project Manager

Project Manager

A

Client Services

Implementation Manager

Tyler project team is assigned
City project team is assigned
Provide initial project
documents to the City
Gather preliminary information
requested
Sales to implementation
knowledge transfer
Create Project Portal to store
project artifacts and facilitate
communication

City

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 1

Executive Sponsor






C

C

Inputs

Contract documents
Statement of Work

Outputs/Deliverables

Working initial project documents
Project portal

Work package assumptions:



Project activities begin after the agreement has been fully executed.

Project/Phase Planning
Project and Phase planning provides an opportunity to review the contract, software, data conversions and
services purchased, identify applications to implement in each Phase (if applicable), and discuss
implementation timeframes.
During this work package Tyler will work with the City to coordinate and plan a formal Project planning
meeting(s). This meeting signifies the start of the Project and should be attended by all City Project team
members and the Tyler Project Manager. The meeting provides an opportunity for Tyler to introduce its
implementation methodology, terminology, and Project management best practices to the City’s Project
Team. This will also present an opportunity for project managers and Project sponsors to begin to discuss
Project communication, metrics, status reporting and tools to be used to measure Project progress and
manage change.
Tyler will work with the City Project Team to prepare and deliver the Project Management Plan as an output
of the planning meeting. This plan will continue to evolve and grow as the Project progresses and will
describe how the project will be executed, monitored, and controlled.
During project planning, Tyler will introduce the tools that will be used throughout the implementation. Tyler
will familiarize the City with these tools during project planning and make them available for review and
maintenance as applicable throughout the project. Some examples are Solution validation plan, issue log, and
go-live checklist.
Project/Phase Planning

City of East Grand Forks
Tyler Technologies, Inc.

I

Page | 16

Technical Leads

Change Management Leads

C

End Users

Functional Leads

C

Subject Matter Experts (Power
U
)
Department Heads

Project Manager

I

Steering Committee

Client Services

Technical Services

Modification Services

R

Data Experts

A

Implementation Consultant

Project Manager

City

Implementation Manager

Schedule and
conduct planning
session(s)

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Executive Sponsor

STAGE 1

Develop Project
Management Plan
Develop initial
project schedule

A

R

A

R

Inputs

I
I

I

I

I

I

I

C

C

I

C

C

I

I

C

I

Contract documents
Statement of Work
Guide to Starting Your Project

Outputs / Deliverables

Acceptance Criteria [only] for Deliverables
Project Management Plan
Project Operational Plan
Initial Project Schedule

Delivery of document
Delivery of document
City provides acceptance of schedule based
on resource availability, project budget, and
goals.

Work package assumptions:


City has reviewed and completed the Guide to Starting Your Project document.

Infrastructure Planning
Procuring required hardware and setting it up properly is a critical part of a successful implementation. Tyler
will be responsible for building the environments for a hosted/SaaS deployment, unless otherwise identified
in the Agreement. . The City is responsible for the installation, setup and maintenance of all peripheral
devices.
Objectives:
Ensure the City’s infrastructure meets Tyler’s application requirements.
Ensure the City’s infrastructure is scheduled to be in place and available for use on time.
Infrastructure Planning

City of East Grand Forks
Tyler Technologies, Inc.

C

C

C

I

Technical Leads

End Users

Subject Matter Experts
(Power Users)
Department Heads

Change Management Leads

Functional Leads

Project Manager

Client Services

R

Technical Services

A

C

Modification Services

R

Data Experts

A

Implementation Consultant

Project Manager

City
Implementation Manager

Initial Infrastructure
Communication
Schedule
Environment
Availability

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 1

Executive Sponsor




C

Page | 17

Inputs

Initial Infrastructure Requirements

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Completed Infrastructure Requirements

Delivery of Requirements

Stakeholder Meeting
Communication of the Project planning outcomes to the City Project team, executives and other key
stakeholders is vital to Project success. The Stakeholder meeting is a strategic activity to inform, engage, gain
commitment, and instill confidence in the City team. During the meeting, the goals and objectives of the
Project will be reviewed along with detail on Project scope, implementation methodology, roles and
responsibilities, Project timeline and schedule, and keys to Project success.
Objectives:
Formally present and communicate the project activities and timeline.
Communicate project expectations.
Stakeholder Meeting

Inputs

R

A
I

I

I

I

I

R

C

C

I

I

Technical Leads

A

I

C

End Users

C

I

Subject Matter Experts (Power
U
)
Department Heads

I

I

Change Management Leads

I

Functional Leads

I

Project Manager

Data Experts

R

Client Services

Implementation Consultant

A

Technical Services

Project Manager

I

Modification Services

Implementation Manager

Create Stakeholder
Meeting Presentation
Review Stakeholder
Meeting Presentation
Perform Stakeholder
Meeting Presentation

City

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 1

Executive Sponsor




I

I

I

I

Agreement
SOW
Project Management Plan

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Stakeholder Meeting Presentation

Work package assumptions:

City of East Grand Forks
Tyler Technologies, Inc.

Page | 18



None

GIS Planning
GIS data is a core part of many Tyler applications. Other City offices/products may also use this data and have
different GIS requirements. A key focus of this preparation will be the process for developing the GIS data for
use with Tyler applications. This can be an iterative process, so it is important to begin preparation early.
Objectives:
Identify all City GIS data sources and formats.
Tyler to understand the City’s GIS needs and practices.
Ensure the City’s GIS data meets Tyler product requirements.
GIS Preparation

Inputs

C

C

A

R

C

A

R

C

I

C

GIS Requirements Document

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Production Ready Map Data

Meets Tyler GIS Requirements.

Work package assumptions:




GIS data provided to Tyler is accurate and complete.
GIS data provided to Tyler is current.
City is responsible for maintaining the GIS data.

Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this stage includes completion of all criteria listed below.

City of East Grand Forks
Tyler Technologies, Inc.

Technical Leads

C

End Users

R

A

Subject Matter Experts (Power
U
)
Department Heads

I

Change Management Leads

I

Functional Leads

I

Project Manager

I

Technical Services
C

Modification Services

R

Data Experts

A

Client Services

Implementation Consultant

Project Manager

Initial GIS Planning
Meeting
Determine all GIS Data
Sources
Provide Source GIS Data
Review GIS Data and
Provide Feedback

City

Implementation Manager

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 1

Executive Sponsor





Page | 19

Note: Advancement to the Assess & Define stage is not dependent upon Tyler’s receipt of this stage
acceptance.
Initiate & Plan Stage Deliverables:



Project Management Plan
Initial Project Schedule

Initiate & Plan stage acceptance criteria:








All stage deliverables accepted based on acceptance criteria previously defined
Project governance defined
Project portal made available to the City
Stakeholder meeting complete
GIS Data Production Ready
Completed Infrastructure Requirements and Design Document
System Passes Infrastructure Audit (as applicable)

Assess & Define
The Assess & Define stage will provide an opportunity to gather information related to current City business
processes. This information will be used to identify and define business processes utilized with Tyler software.
The City collaborates with Tyler providing complete and accurate information to Tyler staff and assisting in
analysis, understanding current workflows and business processes.

Solution Orientation
The Solution Orientation provides the Project stakeholders a high-level understanding of the solution
functionality prior to beginning the current and future state analysis. The primary goal is to establish a
foundation for upcoming conversations regarding the design and configuration of the solution.
Tyler utilizes a variety of tools for the Solution Orientation, focusing on City team knowledge transfer such as:
eLearning, documentation, or walkthroughs. The City team will gain a better understanding of the major
processes and focus on data flow, the connection between configuration options and outcome, integration,
and terminology that may be unique to Tyler’s solution.
Objectives:



Provide a basic understanding of system functionality.
Prepare the City for current and future state analysis.

STAGE 2

Solution Orientation
Tyler

City of East Grand Forks
Tyler Technologies, Inc.

City

Page | 20

Inputs

I
C
I

I
I

Technical Leads

End Users

I
R
I

Subject Matter Experts (Power
U
)
Department Heads

Functional Leads

I
A
I

Change Management Leads

Project Manager

Steering Committee

Executive Sponsor

R

Client Services

A

Technical Services

R

Modification Services

A

Data Experts

Implementation Consultant

Provide pre-requisites
Complete pre-requisites
Conduct orientation

Project Manager

Implementation Manager

Executive Manager

RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

I
C
I

Solution orientation materials
Training Plan

Current & Future State Analysis
The Current & Future State Analysis provides the Project stakeholders and Tyler an understanding of process
changes that will be achieved with the new system.
The City and Tyler will evaluate current state processes, options within the new software, pros and cons of
each based on current or desired state and make decisions about the future state configuration and
processing. This may occur before or within the same timeframe as the configuration work package. The
options within the new software will be limited to the scope of this implementation and will make use of
standard Tyler functionality.
The City will adopt the existing Tyler solution wherever possible to avoid project schedule and quality risk
from over customization of Tyler products. It is the City’s responsibility to verify that in-scope requirements
are being met throughout the implementation if functional requirements are defined as part of the contract.
The following guidelines will be followed when evaluating if a modification to the product is required:





A reasonable business process change is available.
Functionality exists which satisfies the requirement.
Configuration of the application satisfies the requirement.
An in-scope modification satisfies the requirement.

Requirements that are not met will follow the agreed upon change control process and can have impacts on
the project schedule, scope, budget, and resource availability.
STAGE 2

Current & Future State Analysis
Tyler

City of East Grand Forks
Tyler Technologies, Inc.

City

Page | 21

Inputs

Project Manager

Functional Leads

Change Management Leads

Subject Matter Experts (Power
U
)
Department Heads

I

C

C

C

C

C

A

R

C

C

C

C

C

C

C

C

C

C

C

C

C

A

R

I

C

C

A

R

C

C

C

I

I

I

I

I

Technical Leads

Technical Services

I

End Users

Modification Services

I

Steering Committee

Data Experts

R

Executive Sponsor

Implementation Consultant

A

Client Services

Project Manager

Current State process
review
Discuss future-state
options
Make future-state
decisions (non-COTS)
Document anticipated
configuration options
required to support
future state

Implementation Manager

Executive Manager

RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

City current state documentation
Solution Orientation completion

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Documentation that describes future-state
decisions and configuration options to support
future-state decisions.

Delivery of document

Work package assumptions:




City attendees possess sufficient knowledge and authority to make future state decisions.
The City is responsible for any documentation of current state business processes.
The City can effectively communicate current state processes.

This work package is not applicable.
Data Assessment
Given the completion of the Current & Future State Analysis, the Data Assessment will provide the
implementation team the design for data delivery prior to configuration. The data Assessment will also allow
the Tyler and the City teams to identify the data that will be configured within the Tyler System. The team will
develop and map out dataset structures to ensure that data is structured in a way that allows maximum
utility.
The teams will review any existing data publish and metadata standards for the City’s current data program to
determine any necessary adjustments or configuration needs. Finally, the implementation team develops
data workflows to map data from the source system(s) into the Tyler system, discussing any additional data
requirements as needed.
City of East Grand Forks
Tyler Technologies, Inc.

Page | 22

Objectives:
Communicate a common understanding of the project goals with respect to data.
Ensure complete and accurate source data is available for review/transfer.
Map the data from the source to the Tyler system.
Document the data conversion/loading approach.
Data Conversion Assessment

Inputs

I
A

C

A

Technical Leads

End Users

Subject Matter Experts (Power
U
)
Department Heads

Change Management Leads

Functional Leads

Project Manager

Client Services

Technical Services

Modification Services

Data Experts

Implementation Consultant

Project Manager

Executive Manager

Extract Data from Source
Systems
Complete Data
Analysis/Mapping
Review and Scrub Source
Data
Build/Update Data
Conversion Plan

City

Implementation Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 2

Executive Sponsor






R

R

C

C

I

C

C

I

I

I

I

A

R

C

I

R

C

C

C

I

I

I

I

City Source data
City Source data Documentation (if available)

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Data Conversion Plan built/updated (if
applicable}

City Acceptance of Data Conversion Plan, if
Applicable
City acceptance of Solution Design
Document

Work package assumptions:




Tyler will be provided with data from the Legacy system(s) in a mutually agreed upon format.
Tyler will work with the City representatives to identify business rules before writing the conversion.
City subject matter experts and resources most familiar with the current data will be involved in the
data conversion planning effort.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 23

Conversion Assessment
Data Conversions are a major effort in any software implementation. Tyler’s conversion tools facilitate the
predictable, repeatable conversion process that is necessary to support a successful transition to the Tyler
system. The first step in this process is to perform an assessment of the existing (“legacy”) system(s), to
better understand the source data, risks, and options available. Once the data has been analyzed, the plan for
data conversion is completed and communicated to the appropriate stakeholders.
Objectives:
Communicate a common understanding of the project goals with respect to data.
Ensure complete and accurate source data is available for review/transfer.
Map the data from the source to the Tyler system.
Document the data conversion/loading approach.
Data Conversion Assessment

Extract Data from
Source Systems
Review and Scrub
Source Data
Build/Update Data
Conversion Plan
Inputs

I

C

A

Technical Leads

End Users

Subject Matter Experts (Power
U
)
Department Heads

Change Management Leads

Functional Leads

Project Manager

Client Services

Technical Services

Modification Services

Data Experts

Implementation Consultant

Project Manager

City

Implementation Manager

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 2

Executive Sponsor






R

I

I

I

A

R

R

C

C

C

I

I

C

I

I

I

City Source data
City Source data Documentation (if available)

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Data Conversion Plan built/updated

City Acceptance of Data Conversion Plan, if
Applicable

Work package assumptions:




Tyler will be provided with data from the Legacy system(s) in a mutually agreed upon format.
Tyler will work with the City representatives to identify business rules before writing the conversion.
City subject matter experts and resources most familiar with the current data will be involved in the
data conversion planning effort.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 24

Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.
Note: Advancement to the Prepare Solution Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
Assess & Define Stage Deliverables:



Documentation of future state decisions and configuration options to support future state decisions.
Modification specification document.

Assess & Define Stage Acceptance Criteria:





All stage deliverables accepted based on criteria previously defined.
Solution Orientation is delivered.
Conversion data extracts are received by Tyler.
Data conversion plan built.

Prepare Solution
During the Prepare Solution stage, information gathered during the Initiate & Plan and Assess & Define stages
will be used to install and configure the Tyler software solution. Software configuration will be validated by
the City against future state decisions defined in previous stages and processes refined as needed to ensure
business requirements are met.

Initial System Deployment
The timely availability of the Tyler Solution is important to a successful Project implementation. The success
and timeliness of subsequent work packages are contingent upon the initial system deployment of Tyler
Licensed Software on an approved network and infrastructure. Delays in executing this work package can
affect the project schedule.
Objectives:
All licensed software is installed and operational.
The City can access the software.
Initial System Deployment (Hosted/SaaS)*

City of East Grand Forks
Tyler Technologies, Inc.

Page | 25

Technical Leads

End Users

Subject Matter Experts (Power
Users)
Department Heads

Change Management Leads

Functional Leads

Project Manager

Client Services

Technical Services

Modification Services

Data Experts

Implementation Consultant

Project Manager

City

Implementation Manager

RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Executive Manager

Tyler

Steering Committee

STAGE 3

Executive Sponsor




Prepare hosted
environment
Install Licensed
Software for
Included
Environments
Install Licensed
Software on City
Devices (if
applicable)
Tyler System
Administration
Training (if
applicable)

A

R

I

C

A

R

I

C

I

C

A

R

A

R

I

C

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Licensed Software is Installed on the Server(s)
Licensed Software is Installed on City Devices
(if applicable)
Installation Checklist/System Document

Software is accessible
Software is accessible

Work package assumptions:



The most current available version of the Tyler Licensed Software will be installed.
The City will provide network access for Tyler modules, printers, and Internet access to all applicable
City and Tyler Project staff.

Configuration
The purpose of Configuration is to prepare the software product for validation.
Tyler staff collaborates with the City to complete software configuration based on the outputs of the future
state analysis performed during the Assess and Define Stage. The City collaborates with Tyler staff iteratively
to validate software configuration.
Objectives:




Software is ready for validation.
Educate the City Power User how to configure and maintain software.
Prepare standard interfaces for process validation (if applicable).

STAGE 3

Configuration
Tyler

City of East Grand Forks
Tyler Technologies, Inc.

City

Page | 26

Inputs

Subject Matter Experts (Power
U
)
Department Heads

I

I

I

I

C

A

R

C

A

R

I

C

C

C

C

C

A

R

C

C

C

Technical Leads

R

End Users

Functional Leads

Change Management Leads

Project Manager

A

Steering Committee

C

Executive Sponsor

C

Client Services

I

Technical Services

R

Modification Services

A

Data Experts

Implementation Consultant

Conduct configuration
training
Complete Tyler
configuration tasks
(where applicable)
Complete City
configuration tasks
(where applicable)
Standard interfaces
configuration and
training (if applicable)
Updates to Solution
Validation testing plan

Project Manager

Implementation Manager

Executive Manager

RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Documentation that describes future state decisions and configuration options to support future
state decisions.

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Configured System

Work package assumptions:


Tyler provides guidance for configuration options available within the Tyler software. The City is
responsible for making decisions when multiple options are available.

Process Refinement
Tyler will educate the City users on how to execute processes in the system to prepare them for the
validation of the software. The City collaborates with Tyler staff iteratively to validate software configuration
options to support future state.
Objectives:





Ensure that the City understands future state processes and how to execute the processes in the
software.
Refine each process to meet the business requirements.
Validate standard interfaces, where applicable.
Validate forms and reports, where applicable.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 27

Process Refinement

Inputs

Subject Matter Experts (Power
Users)
Department Heads

C

A

R

C

I

C

A

R

C

A

R

I

I

I

I

C

A

R

C

I

C

A

R

C

C

C

A

R

C

I

C

Initial Configuration
Documentation that describes future state decisions and configuration options to support
future state decisions.
Solution validation test plan

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Updated solution validation test plan
Completed City-specific process
documentation (completed by City)

Work package assumptions:


None

City of East Grand Forks
Tyler Technologies, Inc.

Page | 28

Technical Leads

Change Management Leads

C

A

End Users

Functional Leads

I

Steering Committee

C

C

Client Services

R

I

Technical Services

C

R

Modification Services

I

A

Data Experts

C

Implementation Consultant

I

Project Manager

Conduct process
training
Confirm process
decisions
Test configuration
Refine
configuration (City
Responsible)
Refine
configuration (Tyler
Responsible)
Validate interface
process and results
Update Cityspecific process
documentation (if
applicable)
Updates to
Solution Validation
testing plan

Project Manager

City

Implementation Manager

RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Executive Manager

Tyler

Executive Sponsor

STAGE 3

C

C

Conversion Delivery
The purpose of this task is to transition the City’s data from their source (“legacy”) system(s) to the Tyler
system(s). The data will need to be mapped from the legacy system into the new Tyler system format. A wellexecuted data conversion is key to a successful cutover to the new system(s).
With guidance from Tyler, the City will review specific data elements within the system and identify / report
discrepancies. Iteratively, Tyler will collaborate with the City to address conversion discrepancies. This process
will allow for clean, reconciled data to transfer from the source system(s) to the Tyler system(s). Reference
Conversion Appendix for additional detail.

Load Data
for Testing
Pull Data &
Conversion
Balancing
Reports

Write & Run
Conversion
Program

Map
Conversion

Conversion
Reviews
Completed

Validate
Data

Final
Conversion

Report &
Correct
Errors

Objectives:
Data is ready for production (Conversion).
Data Delivery & Conversion

City of East Grand Forks
Tyler Technologies, Inc.

I

I

I

C

C

A

R

C

Page | 29

Technical Leads

I

End Users

Subject Matter Experts (Power
Users)
Department Heads

Functional Leads

Change Management Leads

Project Manager

R

Client Services

C

Technical Services

Data Experts

A

Modification Services

Implementation Consultant

Implementation Manager

City

Project Manager

Provide data
crosswalks/code
mapping tool
Populate data
crosswalks/code
mapping tool

Executive Manager

Tyler
RACI MATRIX
KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 3

Executive Sponsor



Iterations:
Conversion
Development
Iterations:
Deliver
converted data
Iterations:
Proof/Review
data and
reconcile to
source system

A

C

A

C

R
R

C

I

C

I

I

I

I

A

R

C

C

Inputs
Data Conversion Plan
Configuration
Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Code Mapping Complete / Validated
Conversion Iterations / Reviews Complete

Conversion complete, verified, and ready for
final pass

Work package assumptions:




The City will provide a single file layout per source system as identified in the investment summary.
The City subject matter experts and resources most familiar with the current data will be involved in
the data conversion effort.
The City project team will be responsible for completing the code mapping activity, with assistance
from Tyler.

This work package is not applicable.
Control Point 3: Prepare Solution Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below in each Work Package.
Note: Advancement to the Production Readiness Stage is dependent upon Tyler’s receipt of the Stage
Acceptance.
Prepare Solution Stage Deliverables:




Licensed software is installed.
Installation checklist/system document.
Conversion iterations and reviews complete.

Prepare Solution Stage Acceptance Criteria:




All stage deliverables accepted based on criteria previously defined.
Software is configured.
Solution validation test plan has been reviewed and updated if needed.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 30

Production Readiness
Activities in the Production Readiness stage will prepare the City team for go-live through solution validation,
the development of a detailed go-live plan and end user training. A readiness assessment will be conducted
with the City to review the status of the project and the organizations readiness for go-live.

Solution Validation
Solution Validation is the end-to-end software testing activity to ensure that the City verifies all aspects of the
Project (hardware, configuration, business processes, etc.) are functioning properly, and validates that all
features and functions per the contract have been deployed for system use.
Objectives:
Validate that the solution performs as indicated in the solution validation plan.
Ensure the City organization is ready to move forward with go-live and training (if applicable).
Solution Validation

Inputs

C

C

C

C

C

A

R

C

C

C

C

A

R

C

C

C

C

A

R

C

A

R

C

C

C

C

Solution Validation plan
Completed work product from prior stages (configuration, business process, etc.)

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Solution Validation Report

City updates report with testing results

Work package assumptions:


Designated testing environment has been established.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 31

Technical Leads

C

End Users

Subject Matter Experts (Power
U
)
Department Heads

Functional Leads

Change Management Leads

Project Manager

C

Client Services

Data Experts

R

Technical Services

Implementation Consultant

A

Modification Services

Project Manager

Update Solution
Validation plan
Update test scripts (as
applicable)
Perform testing
Document issues from
testing
Perform required followup on issues

City

Implementation Manager

RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Executive Manager

Tyler

Steering Committee

STAGE 4

Executive Sponsor






Testing includes current phase activities or deliverables only.

Go-Live Readiness
Tyler and the City will ensure that all requirements defined in Project planning have been completed and the
Go-Live event can occur, as planned. A go-live readiness assessment will be completed identifying risks or
actions items to be addressed to ensure the City has considered its ability to successfully Go-Live. Issues and
concerns will be discussed, and mitigation options documented. Tyler and the City will jointly agree to move
forward with transition to production. Expectations for final preparation and critical dates for the weeks
leading into and during the Go-Live week will be planned in detail and communicated to Project teams.
Objectives:
Action plan for go-live established.
Assess go-live readiness.
Stakeholders informed of go-live activities.
Go-Live Readiness

Inputs

Data Experts

Modification Services

Technical Services

Client Services

Executive Sponsor

Steering Committee

Project Manager

R

C

C

I

C

I

I

I

I

A

R

C

C

I

A

A

R

I

I

A

R

C

C

A

I

I

R

I
C

C

I
C

C

R

C

C

C

I

I

C

C

I

C

I

I

C

I
C
C

Acceptance Criteria [only] for Deliverables
Updated go-live checklist

Updated Action plan and Checklist for go-live
delivered to the City

Work package assumptions:
City of East Grand Forks
Tyler Technologies, Inc.

C

Future state decisions
Go-live checklist

Outputs /
Deliverables

Technical Leads

Implementation Consultant

A

End Users

Project Manager

I

Subject Matter Experts (Power
U
)
Department Heads

Implementation Manager

Perform Readiness
Assessment
Conduct Go-Live planning
session
Order peripheral
hardware (if applicable)
Confirm procedures for
Go-Live issue reporting &
resolution
Develop Go-Live checklist
Final system
infrastructure review
(where applicable)

City

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Change Management Leads

STAGE 4

Functional Leads





Page | 32



None

End User Training
End User Training is a critical part of any successful software implementation. Using a training plan previously
reviewed and approved, the Project team will organize and initiate the training activities.
Train the Trainer: Tyler provides one occurrence of each scheduled training or implementation topic. City
users who attended the Tyler sessions may train additional users. Additional Tyler led sessions may be
contracted at the applicable rates for training.
Tyler will provide standard application documentation for the general use of the software. It is not Tyler’s
responsibility to develop City specific business process documentation. City-led training labs using City
specific business process documentation if created by the City can be added to the regular training
curriculum, enhancing the training experiences of the end users.
Objectives:
End users are trained on how to use the software prior to go-live.
The City is prepared for on-going training and support of the application.
End User Training

Inputs

C

C

I

C

A

R

C

C

C

I

C

C

C

A

R

I

C

C
C

C

C

C

Training Plan
List of End Users and their Roles / Job Duties
Configured Tyler System

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
End User Training

City signoff that training was delivered

Work package assumptions:

City of East Grand Forks
Tyler Technologies, Inc.

Page | 33

Technical Leads

C

I

End Users

Subject Matter Experts (Power
U
)
Department Heads

Change Management Leads

R

Functional Leads

A

Project Manager
C

Client Services

C

Technical Services

R

Modification Services

Implementation Consultant

A

Data Experts

Project Manager

Update training plan
End User training (Tylerled)
Train-the-trainer
End User training (Cityled)

City

Implementation Manager

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 4

Executive Sponsor








The City project team will work with Tyler to jointly develop a training curriculum that identifies the
size, makeup, and subject-area of each of the training classes.
Tyler will work with the City as much as possible to provide end-user training in a manner that
minimizes the impact to the daily operations of City departments.
The City will be responsible for training new users after go-live (exception—previously planned or
regular training offerings by Tyler).

Control Point 4: Production Readiness Stage Acceptance
Acceptance criteria for this stage includes all criteria listed below. Advancement to the Production stage is
dependent upon Tyler’s receipt of the stage acceptance.
Production Readiness stage deliverables:




Solution Validation Report.
Update go-live action plan and/or checklist.
End user training.

Production Readiness stage acceptance criteria:



All stage deliverables accepted based on criteria previously defined.
Go-Live planning session conducted.

Production
Following end user training the production system will be fully enabled and made ready for daily operational
use as of the scheduled date. Tyler and the City will follow the comprehensive action plan laid out during GoLive Readiness to support go-live activities and minimize risk to the Project during go-live. Following go-live,
Tyler will work with the City to verify that implementation work is concluded, post go-live activities are
scheduled, and the transition to Client Services is complete for long-term operations and maintenance of the
Tyler software.

Go-Live
Following the action plan for Go-Live, defined in the Production Readiness stage, the City and Tyler will
complete work assigned to prepare for Go-Live.
The City provides final data extract and Reports from the Legacy System for data conversion and Tyler
executes final conversion iteration, if applicable. If defined in the action plan, the City manually enters any
data added to the Legacy System after final data extract into the Tyler system.
Tyler staff collaborates with the City during Go-Live activities. The City transitions to Tyler software for day-to
day business processing.
Some training topics are better addressed following Go-Live when additional data is available in the system or
based on timing of applicable business processes and will be scheduled following Go-Live per the Project
Schedule.
Objectives:


Execute day to day processing in Tyler software.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 34

City data available in Production environment.
Go-Live

Provide final source data
extract, if applicable
Final source data pushed
into production
environment, if
applicable
Proof final converted
data, if applicable
Complete Go-Live
activities as defined in
the Go-Live action plan
Provide Go-Live
assistance
Inputs

C

C

A

C

R

I

C

C

C

C

C

A

R

C

C

C

C

R

C

I

C

A

R

C

C

C

I

C

C

I

Technical Leads
R

A

A

End Users

Subject Matter Experts (Power
U
)
Department Heads

Change Management Leads

Functional Leads

Project Manager

Client Services

Technical Services

Modification Services

Data Experts

Implementation Consultant

Project Manager

City

Implementation Manager

RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Executive Manager

Tyler

Steering Committee

STAGE 5

Executive Sponsor



C

I

C

Comprehensive Action Plan for Go-Live
Final source data (if applicable)

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Data is available in production environment

City confirms data is available in production
environment

Work package assumptions:






The City will complete activities documented in the action plan for Go-Live as scheduled.
External stakeholders will be available to assist in supporting the interfaces associated with the GoLive live process.
The City business processes required for Go-Live are fully documented and tested.
The City Project team and subject matter experts are the primary point of contact for the end users
when reporting issues during Go-Live.
The City Project Team and Power User’s provide business process context to the end users during GoLive.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 35

Transition to Client Services
This work package signals the conclusion of implementation activities for the Phase or Project with the
exception of agreed-upon post Go-Live activities. The Tyler project manager(s) schedules a formal transition
of the City onto the Tyler Client Services team, who provides the City with assistance following Go-Live,
officially transitioning the City to operations and maintenance.
Objectives:
Ensure no critical issues remain for the project teams to resolve.
Confirm proper knowledge transfer to the City teams for key processes and subject areas.
Transition to Client Services

Inputs

A

I

I

C

C

R

C

C

C

C

Open item/issues List

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Client Services Support Document

Work package assumptions:


No material project issues remain without assignment and plan.

Post Go-Live Activities
Some implementation activities are provided post-production due to the timing of business processes, the
requirement of actual production data to complete the activities, or the requirement of the system being
used in a live production state.
Objectives:
City of East Grand Forks
Tyler Technologies, Inc.

Page | 36

Technical Leads

Functional Leads

R

End Users

Project Manager

I

Steering Committee

I

Executive Sponsor

Data Experts

A

Client Services

Implementation Consultant

I

Technical Services

Project Manager

I

Modification Services

Implementation Manager

Transfer City to Client
Services and review
issue reporting and
resolution processes
Review long term
maintenance and
continuous
improvement

City

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Subject Matter Experts (Power
U
)
Department Heads

STAGE 5

Change Management Leads




Schedule activities that are planned for after Go-Live.
Ensure issues have been resolved or are planned for resolution before phase or project close.
Post Go-Live Activities

Inputs

C

C

C

I

C

C

I

C

I

C

C

I

C

List of post Go-Live activities

Outputs /
Deliverables

Acceptance Criteria [only] for
Deliverables
Updated issues log

Work package assumptions:


System is being used in a live production state.

Control Point 5: Production Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below:



Advancement to the Close stage is not dependent upon Tyler’s receipt of this Stage Acceptance.
Converted data is available in production environment.

Production Stage Acceptance Criteria:




All stage deliverables accepted based on criteria previously defined.
Go-Live activities defined in the Go-Live action plan completed.
Client services support document is provided.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 37

Technical Leads

R

C

End Users

A

Subject Matter Experts (Power
U
)
Department Heads

C

Change Management Leads

C

Functional Leads

Modification Services

C

Project Manager

Data Experts

R

Client Services

Implementation Consultant

A

Technical Services

Project Manager

Schedule contracted
activities that are
planned for delivery
after go-live
Determine resolution
plan in preparation for
phase or project close
out

City

Implementation Manager

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 5

Executive Sponsor




C

Close
The Close stage signifies full implementation of all products purchased and encompassed in the Phase or
Project. The City transitions to the next cycle of their relationship with Tyler (next Phase of implementation or
long-term relationship with Tyler Client Services).

Phase Closeout
This work package represents Phase completion and signals the conclusion of implementation activities for
the Phase. The Tyler Client Services team will assume ongoing support of the City for systems implemented in
the Phase.
Objectives:
Agreement from Tyler and the City teams that activities within this phase are complete.
Phase Close Out

Participants

C

Tyler
Project Leadership
Project Manager
Implementation Consultants

C

C

C

I

City
Project Manager
Project Sponsor(s)
Functional Leads, Power Users,
Technical Leads

Technical Consultants (Conversion, Deployment,
Development)
Client Services
Inputs

City of East Grand Forks
Tyler Technologies, Inc.

Contract
Statement of Work
Project artifacts

Page | 38

Technical Leads

C

End Users

C

Subject Matter Experts (Power
U
)
Department Heads

C

I

Change Management Leads

I

C

I

Functional Leads

R

A

C

Project Manager

R

Client Services

A

Technical Services

R

Modification Services

A

Data Experts

Project Manager

I

Implementation Consultant

Implementation Manager

Reconcile project budget
and status of contract
Deliverables
Hold post phase review
meeting
Release phasedependent Tyler project
resources

City

Executive Manager

Tyler
RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

Steering Committee

STAGE 6

Executive Sponsor



C

Outputs /
Deliverables

Acceptance Criteria [only] for Deliverables
Final action plan (for outstanding items)
Reconciliation Report
Post Phase Review

Work package assumptions:


Tyler deliverables for the phase have been completed.

Project Closeout
Completion of this work package signifies final acceptance and formal closing of the Project.
At this time the City may choose to begin working with Client Services to look at continuous improvement
Projects, building on the completed solution.
Objectives:

Project Close Out

Inputs

Outputs /
Deliverables

City of East Grand Forks
Tyler Technologies, Inc.

C

I

A

R

A

R

I

I

I

C

C

C

C

C
I

Contract
Statement of Work
Acceptance Criteria [only] for Deliverables

Page | 39

Technical Leads

C

End Users

Technical Services

C

Subject Matter Experts (Power
U
)
Department Heads

Modification Services

C

Change Management Leads

Data Experts

R

Functional Leads

Implementation Consultant

A

Client Services

Project Manager

Conduct post project
review
Deliver post project
report to City and Tyler
leadership
Release Tyler project
resources

Executive Manager

RACI MATRIX KEY:
R = Responsible
A = Accountable
C = Consulted
I = Informed

City

Implementation Manager

Tyler

Project Manager

STAGE 6

Steering Committee



Confirm no critical issues remain for the project teams to resolve.
Determine proper knowledge transfer to the City teams for key processes and subject areas has
occurred.
Verify all deliverables included in the Agreement are delivered.

Executive Sponsor




C

Post Project Report

City acceptance; Completed report indicating
all project Deliverables and milestones have
been completed

Work package assumptions:






All project implementation activities have been completed and approved.
No critical project issues remain that have not been documented and assigned.
Final project budget has been reconciled and invoiced.
All Tyler deliverables have been completed.

Control Point 6: Close Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below.
Close Stage Deliverables:


Post Project Report.

Close Stage Acceptance Criteria:


Completed report indicating all Project deliverables and milestones have been completed.

General Assumptions
Tyler and the City will use this SOW as a guide for managing the implementation of the Tyler Project as
provided and described in the Agreement. There are a few assumptions which, when acknowledged and
adhered to, will support a successful implementation. Assumptions related to specific work packages are
documented throughout the SOW. Included here are general assumptions which should be considered
throughout the overall implementation process.

Project











Project activities will begin after the Agreement has been fully executed.
The City Project Team will complete their necessary assignments in a mutually agreed upon
timeframe to meet the scheduled go-live date, as outlined in the Project Schedule.
Sessions will be scheduled and conducted at a mutually agreeable time.
Additional services, software modules and modifications not described in the SOW or Agreement will
be considered a change to this Project and will require a Change Request Form as previously
referenced in the definition of the Change Control Process.
Tyler will provide a written agenda and notice of any prerequisites to the City project manager(s) ten
(10) business days or as otherwise mutually agreed upon time frame prior to any scheduled on-site or
remote sessions, as applicable.
Tyler will provide guidance for configuration and processing options available within the Tyler
software. If multiple options are presented by Tyler, the City is responsible for making decisions
based on the options available.
Implementation of new software may require changes to existing processes, both business and
technical, requiring the City to make process changes.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 40



The City is responsible for defining, documenting, and implementing their policies that result from
any business process changes.

Organizational Change Management
Unless otherwise contracted by Tyler, City is responsible for managing Organizational Change. Impacted City
resources will need consistent coaching and reassurance from their leadership team to embrace and accept
the changes being imposed by the move to new software. An important part of change is ensuring that
impacted City resources understand the value of the change, and why they are being asked to change.

Resources and Scheduling














City resources will participate in scheduled activities as assigned in the Project Schedule.
The City team will complete prerequisites prior to applicable scheduled activities. Failure to do so
may affect the schedule.
Tyler and the City will provide resources to support the efforts to complete the Project as scheduled
and within the constraints of the Project budget.
Abbreviated timelines and overlapped Phases require sufficient resources to complete all required
work as scheduled.
Changes to the Project Schedule, availability of resources or changes in Scope will be requested
through a Change Request. Impacts to the triple constraints (scope, budget, and schedule) will be
assessed and documented as part of the change control process.
The City will ensure assigned resources will follow the change control process and possess the
required business knowledge to complete their assigned tasks successfully. Should there be a change
in resources, the replacement resource should have a comparable level of availability, change control
process buy-in, and knowledge.
The City makes timely Project related decisions to achieve scheduled due dates on tasks and prepare
for subsequent training sessions. Failure to do so may affect the schedule, as each analysis and
implementation session is dependent on the decisions made in prior sessions.
The City will respond to information requests in a comprehensive and timely manner, in accordance
with the Project Schedule.
The City will provide adequate meeting space or facilities, including appropriate system connectivity,
to the project teams including Tyler team members.
For on-site visits, Tyler will identify a travel schedule that balances the needs of the project and the
employee.

Data







Data will be converted as provided and Tyler will not create data that does not exist.
The City is responsible for the quality of legacy data and for cleaning or scrubbing erroneous legacy
data.
Tyler will work closely with the City representatives to identify business rules before writing the
conversion. The City must confirm that all known data mapping from source to target have been
identified and documented before Tyler writes the conversion.
All in-scope source data is in data extract(s).
Each legacy system data file submitted for conversion includes all associated records in a single
approved file layout.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 41






The City will provide the legacy system data extract in the same format for each iteration unless
changes are mutually agreed upon in advance. If not, negative impacts to the schedule, budget and
resource availability may occur and/or data in the new system may be incorrect.
The City Project Team is responsible for reviewing the converted data and reporting issues during
each iteration, with assistance from Tyler.
The City is responsible for providing or entering test data (e.g., data for training, testing interfaces,
etc.)

Facilities




The City will provide dedicated space for Tyler staff to work with City resources for both on-site and
remote sessions. If Phases overlap, City will provide multiple training facilities to allow for
independent sessions scheduling without conflict.
The City will provide staff with a location to practice what they have learned without distraction.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 42

Glossary
Word or Term
Acceptance

Definition
Confirming that the output or deliverable is suitable and
conforms to the agreed upon criteria.

Accountable

The one who ultimately ensures a task or deliverable is
completed; the one who ensures the prerequisites of the task are
met and who delegates the work to those responsible. [Also see
RACI]
A computer program designed to perform a group of coordinated
functions, tasks, or activities for the benefit of the user.

Application
Application Programming Interface (API)

A defined set of tools/methods to pass data to and received data
from Tyler software products

Agreement

This executed legal contract that defines the products and
services to be implemented or performed.
The practices, policy, procedure, guidelines, or functionality that
the client uses to complete a specific job function.
A specification document used to describe Client requirements
for contracted software modifications.
A form used as part of the Change Control process whereby
changes in the scope of work, timeline, resources, and/or budget
are documented and agreed upon by participating parties.
Guides how we prepare, equip and support individuals to
successfully adopt change in order to drive organizational success
& outcomes
An activity that occurs during the data conversion process
whereby users equate data (field level) values from the old
system to the values available in the new system. These may be
one to one or many to one. Example: Old System [Field = eye
color] [values = BL, Blu, Blue] maps to New Tyler System [Field =
Eye Color] [value = Blue].
Those whose opinions are sought, typically subject matter
experts, and with whom there is two-way communication. [Also
see RACI]
This activity occurs at the end of each stage and serves as a
formal and intentional opportunity to review stage deliverables
and required acceptance criteria for the stage have been met.
The activity determining and documenting where data from the
legacy system will be placed in the new system; this typically
involves prior data analysis to understand how the data is
currently used in the legacy system and how it will be used in the
new system.
A verifiable document or service produced as part of the Project,
as defined in the work packages.

Business Process
Business Requirements Document
Change Request
Change Management
Code Mapping [where applicable]

Consulted
Control Point
Data Mapping [where applicable]

Deliverable
Go-Live
Informed

City of East Grand Forks
Tyler Technologies, Inc.

The point in time when the Client is using the Tyler software to
conduct daily operations in Production.
Those who are kept up-to-date on progress, often only on
completion of the task or deliverable, and with whom there is
just one-way communication. [Also see RACI]

Page | 43

Infrastructure
Interface

Integration

The composite hardware, network resources and services
required for the existence, operation, and management of the
Tyler software.
A connection to and potential exchange of data with an external
system or application. Interfaces may be one way, with data
leaving the Tyler system to another system or data entering Tyler
from another system, or they may be bi-directional with data
both leaving and entering Tyler and another system.
A standard exchange or sharing of common data within the Tyler
system or between Tyler applications

Legacy System

The software from which a client is converting.

Modification

Custom enhancement of Tyler’s existing software to provide
features or functions to meet individual client requirements
documented within the scope of the Agreement.
Indicates the work location is at one or more of the client’s
physical office or work environments.

On-site
Organizational Change

The process of changing an organization's strategies, processes,
procedures, technologies, and culture, as well as the effect of
such changes on the organization.

Output

A product, result or service generated by a process.

Peripheral devices

An auxiliary device that connects to and works with the computer
in some way. Some examples: scanner, digital camera, printer.

Phase

A portion of the Project in which specific set of related
applications are typically implemented. Phases each have an
independent start, Go-Live and closure dates but use the same
Implementation Plans as other Phases of the Project. Phases may
overlap or be sequential and may have different Tyler resources
assigned.
The delivery of the software and services per the agreement and
the Statement of Work. A Project may be broken down into
multiple Phases.
A matrix describing the level of participation by various roles in
completing tasks or Deliverables for a Project or process.
Individuals or groups are assigned one and only one of the
following roles for a given task: Responsible (R), Accountable (A),
Consulted (C), or Informed (I).
Indicates the work location is at one or more of Tyler’s physical
offices or work environments.

Project
RACI

Remote
Responsible
Scope

City of East Grand Forks
Tyler Technologies, Inc.

Those who ensure a task is completed, either by themselves or
delegating to another resource. [Also see RACI]
Products and services that are included in the Agreement.

Page | 44

Solution
Stage
Standard

The implementation of the contracted software product(s)
resulting in the connected system allowing users to meet Project
goals and gain anticipated efficiencies.
The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project.
Software functionality that is included in the base software (offthe-shelf) package; is not customized or modified.

Statement of Work (SOW)

Document which will provide supporting detail to the Agreement
defining Project-specific activities, services, and Deliverables.

System

The collective group of software and hardware that is used by the
organization to conduct business.

Test Scripts

The steps or sequence of steps that will be used to validate or
confirm a piece of functionality, configuration, enhancement, or
Use Case Scenario.
Document(s) that indicate how and when users of the system will
be trained relevant to their role in the implementation or use of
the system.
The process of testing and approving that a specific Deliverable,
process, program, or product is working as expected.

Training Plan
Validation (or to validate)
Work Breakdown Structure (WBS)

A hierarchical representation of a Project or Phase broken down
into smaller, more manageable components.

Work Package

A group of related tasks within a project.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 45

Part 4: Appendices
Conversion
ERP Pro Utility Billing Conversion Summary
Utility Billing - Standard








Utility Contact Information
Utility Mailing and Billing Addresses
Utility Parcels
Account Master - (Average monthly payment, deposits, bank drafts, comments/notes)
Meters/Services
Transaction History – Includes current year plus one prior year
Read History

Utility Billing – Legacy/Historical Views


Unlimited historical transactions provided by the City can be converted by Tyler into historical views

ERP Pro Financials Conversion Summary
General Ledger
Standard Conversion Includes:
 Full chart of accounts listing, descriptions, and corresponding account types
 Element (segment) values and descriptions
 Summarized budget figures for current fiscal year
 Unlimited historical transactions as provided by client.
NOTE: Training will be provided on how to import additional budget years from Excel.

Accounts Payable
Standard Conversion Includes:
 Vendor master information, address, primary contact, and NOTEs
 Unlimited historical transactions as provided by client.

Personnel Management
Standard Conversion Includes:
 Basic employee information – employee master, address, primary contact, dates, phone numbers,
dependents, NOTEs
 Employee Deductions & Taxes
 Employee Direct Deposit Information
 Employee Leave Balances
 Employee Retirement
 Rates/Base Pay (salary / hourly compensation)
City of East Grand Forks
Tyler Technologies, Inc.

Page | 46



Unlimited historical transactions provided by client.

NOTE: Employee positions/deductions will be created according to recommended best business
practices.

Permits & Inspections - Standard


Basic permit information, contacts, and location – Open only

Asset Management - Standard



Basic asset information, if applicable, such as description, dates, location, current usage, and
condition
Asset vendor information

Work Orders – Plus Usage






Basic work order information and location – Open work orders only
Basic job data and location
Basic usage information
Basic asset information, if applicable, such as description, dates, location, current usage, and
condition
Asset vendor information

Work Orders - Standard



Basic work order information and location – Open work orders only
Basic job data and location

City of East Grand Forks
Tyler Technologies, Inc.

Page | 47

Additional Appendices
This work package is not applicable.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 48

Project Timeline
ERP Pro Financial Management Timeline

City of East Grand Forks
Tyler Technologies, Inc.

Page | 49

ERP Pro Utility Billing Timeline

City of East Grand Forks
Tyler Technologies, Inc.

Page | 50

Tyler Content Manager Enterprise Timeline

MyGov Timeline

This work package is not applicable.

City of East Grand Forks
Tyler Technologies, Inc.

Page | 51

Request for W&L Commission Action
Date: 12/23/2025
To: East Grand Forks Water & Light Commission
From: Todd Grabanski
RE: Water Distribution Maintenance Worker Six Month Probation Period
Background:
Joshua Farrell was hired as Water Distribution Maintenance Worker on June 23,
2025. His six-month performance review was completed on December 23, 2025.
Joshua meets or exceeds all of the job responsibilities for this position.

Recommendation:
Recommend the Water and Light Commission approve permanent employment for
Joshua Farrell as Water Distribution Maintenance Worker.