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HomeMy WebLinkAboutPeak Democracy Scope of Work v2OPEN Exhibit A: Scope of Work Open Town Hall is a feature-rich online civic engagement and their communities identify and explore broad public interests and ultimately increase public trust in government. This document summarizes how Open Town Hall public interests and builds that trust. OPEN TOWN HALL Scope of Work rich online civic engagement service that is designed to help government agencies and their communities identify and explore broad public interests and ultimately increase public trust in s document summarizes how Open Town Hall connects each user’s experience with broad that is designed to help government agencies and their communities identify and explore broad public interests and ultimately increase public trust in each user’s experience with broad Table of Contents Scope of Services ................................................................ Forum Support Services ................................ Information Technology Services ................................ Work Products ................................................................ The Open Town Hall Portal ................................ Eight Ways to Guide the Dialog ................................ Ten Ways to Glean Common Interests Additional Features ................................ Forum Administration ................................ Topic Introductions ................................ Marketing Templates ................................ Email Announcements ................................ Comment Monitoring ................................ Emails to Disruptive Authors ................................ Topic Reports ................................................................ Obligations of the Client ................................ Before the First Topic ................................ For each topic................................................................ Performance Standards ................................ Turnaround Time for Comment Monitoring Turnaround Time for Service Requests from Client Turnaround Time for Service Requests from other Users Records Retention................................ Key Contractor Personnel ................................ Robert Vogel, CEO ................................ Rob Hines, Account Manager ................................ ii Table of Contents ................................................................................................ ................................................................................................................................ ................................................................................................ ................................................................................................ ................................................................................................ ................................................................................................ ................................................................................................ ................................................................................................................................ ................................................................................................................................ ................................................................................................................................ ................................................................................................................................ ................................................................................................................................ ................................................................................................................................ ................................................................................................ ................................................................................................ ................................................................................................................................ ................................................................................................................................ ................................................................................................ ................................................................................................................................ Turnaround Time for Comment Monitoring ................................................................................................ Turnaround Time for Service Requests from Client ................................................................ round Time for Service Requests from other Users ................................................................ ................................................................................................................................ ................................................................................................................................ ................................................................................................................................ ................................................................................................ .................................................... 1 ...................................... 2 ....................................................... 4 ........................................................ 6 ................................................................. 6 ..................................................................... 7 ........................................................... 9 ....................................................... 11 ................................................... 12 ........................................... 14 ........................................ 14 ...................................... 14 ....................................... 14 ............................................................ 14 .................................................... 14 ....................................... 15 ........................................ 15 .................................................... 15 ........................................ 16 .................................... 16 ......................................................... 16 ................................................ 16 ............................................. 16 ..................................... 17 ............................................. 17 ........................................................... 17 Scope of Services 1 Scope of Services Peak Democracy staff will provide the following su Training Description Via web conferencing, Peak Democracy staff will provide training on how to use the service. Best Practices Description Peak Democracy staff will provide advice and documentation on best practices for governme best practices on how to maintain civil and legal forums as well as best practices on how to optimize the quality and quantity of user participation. Webpage Look Description Peak Democracy staff will make clients forums fonts. Client can also designate a name for its services such as “Open City Hall”, “Open County Hall”, or other custom name. Heat Maps Description Peak Democracy staff will post maps on the client’s service that correspond to Shape or KML files provided by client. Topic Development Description Peak Democracy staff will help client staff craft topic content, and post topic content on client’s website. Community Assistance Forum Monitoring User Authentication Reconciliation 2 Peak Democracy staff will provide the following support services. Via web conferencing, Peak Democracy staff will provide training on how to use the service. Peak Democracy staff will provide advice and documentation on best practices for government online forums best practices on how to maintain civil and legal forums as well as best practices on how to optimize the quality and Peak Democracy staff will make clients forums match the look of the client’s website by customizing images, colors and fonts. Client can also designate a name for its services such as “Open City Hall”, “Open County Hall”, or other custom maps on the client’s service that correspond to Shape or KML files provided by client. Peak Democracy staff will help client staff craft topic content, and post topic content on client’s website. Training Best Practices Webpage Look Heat Maps Topic Development Topic Marketing Technical Support Community Assistance Authentication Issue Reconciliation Forum Support Services nt online forums – including best practices on how to maintain civil and legal forums as well as best practices on how to optimize the quality and match the look of the client’s website by customizing images, colors and fonts. Client can also designate a name for its services such as “Open City Hall”, “Open County Hall”, or other custom maps on the client’s service that correspond to Shape or KML files provided by client. Peak Democracy staff will help client staff craft topic content, and post topic content on client’s website. Topic Marketing Description Peak Democracy staff will work with client staff to market topics via techniques such as press releases, posting on social media, HTML-formatted email announcements to email subscriber lists, and professionally designed flyers with QR codes. Technical Support Description Peak Democracy staff will provide technical support to client staff. This support will be available via email, phone and web conferencing. Community Assistance Description Peak Democracy staff will provide a help des via links on service to email, and when necessary via phone. Forum Monitoring Description Peak Democracy staff (in conjunction with Company’s software) will monitor user r the client’s service. User Authentication Description Peak Democracy staff (in conjunction with Company’s software) will authenticate all users that register. This authentication includes, (1) confirming that each street address, and (3) monitoring each registrants name, IP address as well as browser cookies. Issue Reconciliation Description If Peak Democracy software and staff detect activi Peak Democracy staff will work with client staff to reconcile the issue. 3 Peak Democracy staff will work with client staff to market topics via techniques such as press releases, posting on social formatted email announcements to email subscriber lists, and professionally designed flyers with QR Peak Democracy staff will provide technical support to client staff. This support will be available via email, phone and Peak Democracy staff will provide a help desk for the client’s user community. This assistance will be available primarily via links on service to email, and when necessary via phone. Peak Democracy staff (in conjunction with Company’s software) will monitor user registrations and content posted on Peak Democracy staff (in conjunction with Company’s software) will authenticate all users that register. This authentication includes, (1) confirming that each registrant’s email address is active, (2) geocoding each registrants street address, and (3) monitoring each registrants name, IP address as well as browser cookies. If Peak Democracy software and staff detect activities or content that potentially violates the client’s guidelines, then Peak Democracy staff will work with client staff to reconcile the issue. Peak Democracy staff will work with client staff to market topics via techniques such as press releases, posting on social formatted email announcements to email subscriber lists, and professionally designed flyers with QR Peak Democracy staff will provide technical support to client staff. This support will be available via email, phone and k for the client’s user community. This assistance will be available primarily egistrations and content posted on Peak Democracy staff (in conjunction with Company’s software) will authenticate all users that register. This registrant’s email address is active, (2) geocoding each registrants street address, and (3) monitoring each registrants name, IP address as well as browser cookies. ties or content that potentially violates the client’s guidelines, then Peak Democracy will provide the following Implementation Description At the client’s discretion, Peak Democracy will implement the service on either: (a) an iframe on a webpage within the client’s website, (b) a PeakDemocracy.com subdomain established for the client, or (c) a dedicated website domain established by the client. Hosting Description Peak Democracy will host client’s service on a server provisioned by the Company. Performance Description Peak Democracy will provide network bandwidth between its servers and the Internet at levels that are compara popular consumer web services. Availability Description Peak Democracy will continuously monitor client’s service for availability. Access Description Peak Democracy will maintain access to client’s service 24 hours a day, 7 days a week. Backup Records Retention 4 Peak Democracy will provide the following Information Technology Services. At the client’s discretion, Peak Democracy will implement the service on either: (a) an iframe on a webpage within the client’s website, (b) a PeakDemocracy.com subdomain established for the client, or (c) a dedicated website domain Peak Democracy will host client’s service on a server provisioned by the Company. Peak Democracy will provide network bandwidth between its servers and the Internet at levels that are compara Peak Democracy will continuously monitor client’s service for availability. Peak Democracy will maintain access to client’s service 24 hours a day, 7 days a week. Implementation Hosting Performance AvailabilityAccess Records Retention Information Technology Services At the client’s discretion, Peak Democracy will implement the service on either: (a) an iframe on a webpage within the client’s website, (b) a PeakDemocracy.com subdomain established for the client, or (c) a dedicated website domain Peak Democracy will provide network bandwidth between its servers and the Internet at levels that are comparable to Backup Description Peak Democracy will maintain daily backups of client’s service. Records Retention Description Peak Democracy will retain the client’s serv service that provides 99.999999999% durability. Client’s staff can also download its forum content in PDF and CSV format for the client’s own storage, archive and analysis 5 Peak Democracy will maintain daily backups of client’s service. cy will retain the client’s service for the client’s record retention period via Amazon.com’s S3 storage provides 99.999999999% durability. Client’s staff can also download its forum content in PDF and CSV format for the client’s own storage, archive and analysis e for the client’s record retention period via Amazon.com’s S3 storage provides 99.999999999% durability. Client’s staff can also download its forum content in PDF and CSV Work Products The Open Town Hall Portal Peak Democracy will provide the client with one Ope that portal for an unlimited number of full or part time employees of client. The Open Town Hall portal will support these features: • Eight Ways to Guide the Dialog • Ten Ways to Glean Common Interests • Additional Features • Forum Administration 6 Open Town Hall Portal Peak Democracy will provide the client with one Open Town Hall portal and grant administrative access to that portal for an unlimited number of full or part time employees of client. The Open Town Hall portal Eight Ways to Guide the Dialog Ten Ways to Glean Common Interests n Town Hall portal and grant administrative access to that portal for an unlimited number of full or part time employees of client. The Open Town Hall portal Open Town Hall features eight kinds of topics, each designed to guide the public dialog toward broad public interests. Formal Feedback Description Guidance Structured like a council or commission meeting, each user submits one on-topic statement per topic. Users are restricted to one statement per topic to preclude any one person from dominating the forum. Peak Democracy monitors every statement to ensure it is on topic defined by the client to be in the bro can post a response either publicly or privately to a statement. Feedback With Support Description Guidance Users submit one on-topic statement per topic, which other users can support. Readers can sort statements by support. In addition to Formal Feedback guidance, the links posted by social media share buttons bring friends back to participate in the topic, not to support the sharer’s statement. The support count can also be hidden to preclude the perception vote. Open Ideas Description Guidance Structured like a workshop or charrette, each user submits ideas in an open brainstorming phase. Following the standard brainstorm protocol, initial ideas are not evaluated or treated as final candidates for facilitator, who synthesizes a small number of feasible themes in the broad public interest. During the refine phase, the community and the facilitator discuss the facilitator's themes. Priority List Area Plan Survey 7 kinds of topics, each designed to guide the public dialog toward broad public Guidance Users are restricted to one statement per topic to preclude any one person from dominating the forum. Peak Democracy monitors every statement to ensure it is on topic defined by the client to be in the broad public interest. If necessary, staff can post a response either publicly or privately to a statement. Guidance In addition to Formal Feedback guidance, the links posted by social media share buttons bring friends back to participate in the topic, not to support the sharer’s statement. The support count can also be hidden to preclude the perception Guidance Following the standard brainstorm protocol, initial ideas are not evaluated or treated as final candidates for implementation. Rather, they are reviewed by a facilitator, who synthesizes a small number of feasible themes in the broad public interest. During the refine phase, the community and the facilitator discuss the facilitator's themes. Formal Feedback Feedback With Support Open Ideas Tally Priority 500 Priority List Survey Eight Ways to Guide the Dialog kinds of topics, each designed to guide the public dialog toward broad public Users are restricted to one statement per topic to preclude any one person from dominating the forum. Peak Democracy monitors every statement to ensure it is ad public interest. If necessary, staff can post a response either publicly or privately to a statement. In addition to Formal Feedback guidance, the links posted by social media share buttons bring friends back to participate in the topic, not to support the sharer’s statement. The support count can also be hidden to preclude the perception of a Following the standard brainstorm protocol, initial ideas are not evaluated or implementation. Rather, they are reviewed by a facilitator, who synthesizes a small number of feasible themes in the broad public interest. During the refine phase, the community and the facilitator discuss the Tally Description Guidance Users select preferred option from a list of options The options are defined by the client to be in the broad public interest, and are labeled ‘positions’ not ‘votes’. The links posted by social media share buttons bring friends back to parti Priority 500 Description Guidance Modeled after participatory budgeting workshops, users allocate $500 to a set of priorities Users asked to prioritize items pre interest, with a limited ($500) budget. Priority List Description Guidance Users drag items up or down to prioritize them in a list. Users asked to prioritize items pre interest. Area Plan Description Guidance Users place land use place-types (e.g., open space, commercial, etc.) on a map to indicate preferred land use. Users asked to use place types pre interest. Survey Description Guidance Users complete a traditional survey. Users are guided through a series of questions designed by the client. are constrained to lie within parameters defined by Each question can be one of six types: Textbox, Textarea Checkboxes, Numeric and Select from list. 8 Guidance The options are defined by the client to be in the broad public interest, and are labeled ‘positions’ not ‘votes’. The links posted by social media share buttons bring friends back to participate in the topic, not to support the sharer’s position. Guidance Users asked to prioritize items pre-defined by client to be in the interest, with a limited ($500) budget. Guidance Users asked to prioritize items pre-defined by client to be in the broad public interest. Guidance Users asked to use place types pre-defined by client to be in the broad public interest. Guidance Users are guided through a series of questions designed by the client. are constrained to lie within parameters defined by the client for each question. Each question can be one of six types: Textbox, Textarea, Radio Buttons, Checkboxes, Numeric and Select from list. The options are defined by the client to be in the broad public interest, and are labeled ‘positions’ not ‘votes’. The links posted by social media share buttons cipate in the topic, not to support the sharer’s position. defined by client to be in the broad public defined by client to be in the broad public defined by client to be in the broad public Users are guided through a series of questions designed by the client. Responses the client for each question. , Radio Buttons, Peak Democracy features ten 'Insights' that are back to the community. Not just back-end analysis tools (that are only availa to all residents, enabling every resident to better understand the broad public interests in their own community, and thereby build consensus. Word Cloud Description An interactive set of words sized to reflect their frequency in the submitted statements. Clicking a word displays all statements containing that word. Search Description A form used to select statements from authors in specific cities or statements containing a user-defined phrase. Demographics* Description A clickable bar graph displaying the number of users by age, gender or frequency of participation. Average Priority Aggregate Area Plan Connected Statements Pending Statements 9 that are publicly available analysis tools that reflect end analysis tools (that are only available to staff), Insights are available to all residents, enabling every resident to better understand the broad public interests in their own community, and thereby build consensus. Reflected Interests sized to reflect their frequency in the submitted statements. Clicking a word displays all statements Shows interests expressed through frequently used words found across many statements. Reflected Interests form used to select statements from authors in specific cities or defined phrase. Shows how interests vary from city to city, and how interests are expressed through a key phrase. Reflected Interests A clickable bar graph displaying the number of users by age, gender Shows how interests vary by age or by gender. The frequency of participation graph reflects how the interests of ‘frequent flyers’ (residents who frequently participate in Open Town Hall) differ from those participating for the first time. Word Cloud Search Demographics* Map Tally Average Allocation Average Priority Pending Statements Ten Ways to Glean Common Interests reflect common interests ble to staff), Insights are available to all residents, enabling every resident to better understand the broad public interests in their own Shows interests expressed through frequently used words found across many statements. Shows how interests vary from city to city, and are expressed through a key Shows how interests vary by age or by gender. The frequency of participation graph reflects how the interests of ‘frequent flyers’ (residents who ently participate in Open Town Hall) differ from those participating for the first time. Map Description An interactive map displaying regions within the client’s jurisdiction: council districts, planning districts, bull’s eye ci project, transportation corridors, focus areas, neighborhoods, etc. For Tally, Priority 500 and Priority List topics, hovering over regions also displays the tally, average allocation or average priority of users from that region. Tally Description Tally of positions over all participants Average Allocation Description The amount allocated to items in a Priority 500 topic, averaged over all participants. Average Priority Description The priority rank of all items averaged over all participants. Aggregate Area Plan Description An interactive map displaying all place types as located by all participants. Specific categories of place types (e.g., open space, industry, commercial development) can be selectively displayed. Connected Statements Description “Users who support this statement also supported these statements”. Borrowed from Amazon.com’s shopping feature: “Users who bought this book also bought these books”. A clickable listing or graph of statements, connected with other statements by users who support multiple statements. Pending Statements Description Statements that are not shown on the main statements page, either because the author has not yet finished registering with Peak Democracy, or because the statement does not meet the client’s guidelines for civility. *Note that the demographics insight is only available to staff of birth on a public website. 10 Reflected Interests An interactive map displaying regions within the client’s jurisdiction: council districts, planning districts, bull’s eye circles around a project, transportation corridors, focus areas, neighborhoods, etc. For Tally, Priority 500 and Priority List topics, hovering over regions also displays the tally, average allocation or average priority of users Shows how interests vary by place, e.g., distance from a project or a neighborhood. Reflected Interests Shows trends in preferred position across all participants. Reflected Interests The amount allocated to items in a Priority 500 topic, averaged over Show trends in Priorities over all participants, given limited resources. Reflected Interests ll items averaged over all participants. Shows trends in Priorities over all participants. Reflected Interests An interactive map displaying all place types as located by all types (e.g., open space, industry, commercial development) can be selectively displayed. Shows where participants would like to see open space, industry, commercial development, etc. Reflected Interests ort this statement also supported these statements”. Borrowed from Amazon.com’s shopping feature: “Users who bought this book also bought these books”. A clickable listing or graph of statements, connected with other statements by Shows interests grouped by similar content. Since two statements are connected when someone supports them both, connected statements tend to have similar content (like the books listed in Amazon’s shopping feature). Reflected Interests Statements that are not shown on the main statements page, either because the author has not yet finished registering with Peak Democracy, or because the statement does not meet the client’s Shows interests of those who have not yet finished registering, or have written uncivil statements *Note that the demographics insight is only available to staff – as many users are reluctant to post their year interests vary by place, e.g., distance from a project or a neighborhood. Shows trends in preferred position across all Show trends in Priorities over all participants, given limited resources. Shows trends in Priorities over all participants. Shows where participants would like to see open space, industry, commercial development, etc. Shows interests grouped by similar content. Since two statements are connected when someone supports them both, connected statements tend to have similar content (like the books listed in Amazon’s shopping feature). terests of those who have not yet finished registering, or have written uncivil as many users are reluctant to post their year Additional Features In addition all topic types have access to the following features and services: Feature / Service All topics can be embedded in the agency’s official website Animated widgets available to embed on the agency’s home page and other websites. Name Not Shown For each topic, the client can require participants to display their full name next to their content, or allow them to display "Name not shown.” In either case, full registration is required by participant, and full authentication is conducted by Peak Democracy. Users can post video, images, files and other media types with statements. Optimized presentation for mobile phones QR code generator available Subscription via SMS available Integrates with social media Topic marketing services, including professionally designed html email announcements and posters Translation via Google translate All public data downloadable via PSD and CSV (spreadsheet) files 11 In addition all topic types have access to the following features and services: Benefits All topics can be embedded in the agency’s official website This creates a formality (like council chambers) which encourages statements that are civil. Animated widgets available to embed on the agency’s home page To build participation Name Not Shown For each topic, the client can require participants to display their full name next to their content, or em to display "Name not shown.” In either case, full registration is required by participant, and full authentication is To build participation Users can post video, images, files and other media types with To build participation To build participation To build participation To build participation To build participation ting services, including professionally designed html To build participation To build participation All public data downloadable via PSD and CSV (spreadsheet) files To facilitate review and analysis This creates a formality (like council chambers) which encourages statements that are on topic and analysis In addition we provide these back end tools to create and manage topics and to monitor and build participation. Note that Peak Democracy and staff both have access to these tools. Peak Democracy typically takes an active role in forum administration, at the discretion of the client. Peak Network Description Search tool into a knowledge base that enables administrator to search by key word across all topics launched by all Peak Democracy clients. Topics in the search results can be copied into the administrator’s portal with a single click. Topic Editor Description Simple editor for creating new topics and managing existing topics, including their name, question, introduction, closeout statement, list of public officials who are listening and configuration of the various input tools: Tally, Priority 500, Priority List, Area Plan, Map selection etc. Participation reports Monitoring the Monitor 12 In addition we provide these back end tools to create and manage topics and to monitor and build participation. Note that Peak Democracy and staff both have access to these tools. Peak Democracy typically dministration, at the discretion of the client. Purpose enables administrator to search by key word To help the administrator design a new topic by providing easy access to existing topics that have common objectives, and to use them as a starting template with a single click. Purpose ly, Priority 500, Priority List, To enable the admin to easily create and/or manage topics, preview draft topics in private mode with other admins (including Peak Democracy), and launch topics. Peak Network Topic Editor Forum Editor Announcement User Surveys Monitoring the Monitor Forum Administration In addition we provide these back end tools to create and manage topics and to monitor and build participation. Note that Peak Democracy and staff both have access to these tools. Peak Democracy typically To help the administrator design a new topic by providing easy access to existing topics that have common objectives, and to use them as a To enable the admin to easily create and/or manage topics, preview draft topics in private mode with other admins (including Peak Forum Editor Description Simple editor for grouping topics into forums: categories of topics around similar themes. Announcement Description A button to announce topics and topic updates to current subscribers User Surveys Description First time users will be surveyed on their satisfaction with the service. Participation reports Description Cumulative visitors, participants and subscribers Monitoring the Monitor Description Real-time monitoring of Peak Democracy’s monitoring of statements. 13 Purpose forums: categories of topics around similar To enable users to easily navigate to topics of interest. Purpose To notify subscribers of key developments in the forum topics. Purpose To build participation by monitoring user satisfaction and improving service to meet user requirements Purpose To build participation by tracking it and its correlation with outreach efforts. Purpose time monitoring of Peak Democracy’s To provide the admin with an overview of Peak Democracy’s monitoring process, including a list of statements that are civil versus not civil and their status in the statement resolution protocol. To enable users to easily navigate to topics of interest. To notify subscribers of key developments in the forum topics. To build participation by monitoring user satisfaction and improving the To build participation by tracking it and its correlation with outreach To provide the admin with an overview of Peak Democracy’s monitoring process, including a list of statements that are civil versus not civil and tion protocol. Topic Introductions Peak Democracy will be available to write the topic introductions that guide the dialog and frame the topic. We will also be available to review and/or edit the client’s drafts at client’s discretion. Marketing Templates Peak Democracy will provide the client with templates that can be used to market each topic, including drafts of press releases, announcements for emails or newsletters posters or fliers for the client to print Email Announcements Peak Democracy will be available to draft emails that announce new topics and updates to existing topics. Upon client’s approval, Peak Democracy will distribute those announcements to subscribers. Comment Monitoring Peak Democracy staff and software will monitor every comment to ensure each comment complies with the client’s guidelines for civility. If Peak Democracy believes that a comment may not meet those guidelines, we move the comment off the forum onto a s and ask our client whether the statement violates their guidelines for civility. If the client confirms that the statement violates the guidelines, then Peak Democracy contacts the author (see below). If the c decides the statement does not violate the guidelines, then Peak Democracy moves the statement back on to the forum page. In no case does Peak Democracy edit or delete any comment without the author’s approval. Emails to Disruptive Authors When the client acknowledges that a participant’s statement violates the client’s guidelines for civility, Peak Democracy will draft an email to the participant inviting him or her to edit their statement to comply with those guidelines. Upon client’s approval of keep the client apprised of any changes or emails received from the participant. Topic Reports Peak Democracy will be available to generate a PDF and/or a spreadsheet of all comments and other public input from participants. The client and/or members of the general public can also download these same documents from the Open Town Hall forum. 14 Peak Democracy will be available to write the topic introductions that guide the dialog and frame the topic. We will also be available to review and/or edit the client’s drafts at client’s discretion. plates Peak Democracy will provide the client with templates that can be used to market each topic, including drafts of press releases, announcements for emails or newsletters for the client to distribute rint and distribute. Email Announcements Peak Democracy will be available to draft emails that announce new topics and updates to existing topics. Upon client’s approval, Peak Democracy will distribute those announcements to subscribers. ing Peak Democracy staff and software will monitor every comment to ensure each comment complies with the client’s guidelines for civility. If Peak Democracy believes that a comment may not meet those guidelines, we move the comment off the forum onto a separate page (the ‘Pending Statements’ page) and ask our client whether the statement violates their guidelines for civility. If the client confirms that the statement violates the guidelines, then Peak Democracy contacts the author (see below). If the c decides the statement does not violate the guidelines, then Peak Democracy moves the statement back on In no case does Peak Democracy edit or delete any comment without the author’s approval. Emails to Disruptive Authors client acknowledges that a participant’s statement violates the client’s guidelines for civility, Peak Democracy will draft an email to the participant inviting him or her to edit their statement to comply with those guidelines. Upon client’s approval of that draft, Peak Democracy will send it to the author and keep the client apprised of any changes or emails received from the participant. Peak Democracy will be available to generate a PDF and/or a spreadsheet of all comments and other lic input from participants. The client and/or members of the general public can also download these same documents from the Open Town Hall forum. Peak Democracy will be available to write the topic introductions that guide the dialog and frame the topic. We will also be available to review and/or edit the client’s drafts at client’s discretion. Peak Democracy will provide the client with templates that can be used to market each topic, including for the client to distribute and drafts of Peak Democracy will be available to draft emails that announce new topics and updates to existing topics. Upon client’s approval, Peak Democracy will distribute those announcements to subscribers. Peak Democracy staff and software will monitor every comment to ensure each comment complies with the client’s guidelines for civility. If Peak Democracy believes that a comment may not meet those eparate page (the ‘Pending Statements’ page) and ask our client whether the statement violates their guidelines for civility. If the client confirms that the statement violates the guidelines, then Peak Democracy contacts the author (see below). If the client decides the statement does not violate the guidelines, then Peak Democracy moves the statement back on In no case does Peak Democracy edit or delete any comment without the author’s approval. client acknowledges that a participant’s statement violates the client’s guidelines for civility, Peak Democracy will draft an email to the participant inviting him or her to edit their statement to comply that draft, Peak Democracy will send it to the author and Peak Democracy will be available to generate a PDF and/or a spreadsheet of all comments and other lic input from participants. The client and/or members of the general public can also download these Obligations of the Client Drawing on our experience from more than 1000 forum topics, Peak Democracy is client in executing each of these tasks. Before the First Topic Before launching the first topic, the client will • Approve the guidelines for civility • Formulate the initial outreach strategy • Select a home page for the forum, eithe Democracy • Should the home page be on the client’s website, then the client will embed an html snippet provided by Peak Democracy in that page. • For each topic For each topic, the client will • Select the topic for public input • Provide background information • Approve any topic introduction written by Peak Democracy • Approve any marketing materials distributed by Peak Democracy • Review statements that Peak Democracy identifies as potentially uncivil. For e the client classifies it as either meeting or failing to meet the client’s guidelines for civility. For each uncivil statement, the client approve Though it is not strictly required, it is highly recommended that the client post the conclusion of each topic which summarizes outcome statement should describe how input from Open Town Hall was incorporated i process. Our experience tells us that when clients post outcome statements, residents receive feedback that their participation is worthwhile, they continue to participate, and public trust in government grows. 15 Obligations of the Client Drawing on our experience from more than 1000 forum topics, Peak Democracy is tasks. Before launching the first topic, the client will Approve the guidelines for civility outreach strategy Select a home page for the forum, either on the client’s website or on one provisioned by Peak Should the home page be on the client’s website, then the client will embed an html snippet provided by Peak Democracy in that page. for public input Provide background information introduction written by Peak Democracy Approve any marketing materials distributed by Peak Democracy Review statements that Peak Democracy identifies as potentially uncivil. For e it as either meeting or failing to meet the client’s guidelines for civility. For each uncivil statement, the client approves all emails sent by Peak Democracy to the author. is highly recommended that the client posts an ‘outcome statement’ at the conclusion of each topic which summarizes the decision made or the action taken. If possible, the outcome statement should describe how input from Open Town Hall was incorporated i process. Our experience tells us that when clients post outcome statements, residents receive feedback that their participation is worthwhile, they continue to participate, and public trust in government grows. available to assist the r on the client’s website or on one provisioned by Peak Should the home page be on the client’s website, then the client will embed an html snippet Review statements that Peak Democracy identifies as potentially uncivil. For each such statement, it as either meeting or failing to meet the client’s guidelines for civility. For each all emails sent by Peak Democracy to the author. an ‘outcome statement’ at action taken. If possible, the outcome statement should describe how input from Open Town Hall was incorporated into the decision process. Our experience tells us that when clients post outcome statements, residents receive feedback that their participation is worthwhile, they continue to participate, and public trust in government grows. Performance Standards Turnaround Time for Comment Monitoring Peak Democracy software will monitor all comments immediately as they are entered by users. Peak Democracy staff will monitor all comments: posting during business hours (8am 12 hours of posting off business hours. Turnaround Time for Service Requests from Client Peak Democracy will respond to all service requests: within one hour of receipt of the request via email or phone during business hours. Turnaround Time for Service Requests from Peak Democracy will respond to all service requests: within 4 hours of receipt of the request via email during business hours. Records Retention Peak Democracy will maintain all input from users on Amazon.com S3's storage designed to provide 99.999999999% durability. 16 Performance Standards Turnaround Time for Comment Monitoring software will monitor all comments immediately as they are entered by users. Peak all comments: 95% of comments will be monitored within 20 minutes of ess hours (8am – 5pm Pacific Time), and 95% of comments will be monitored 12 hours of posting off business hours. Turnaround Time for Service Requests from Client all service requests: 95% of all service requests wil within one hour of receipt of the request via email or phone during business hours. Turnaround Time for Service Requests from other Users all service requests: 95% of all service requests will be responded within 4 hours of receipt of the request via email during business hours. Peak Democracy will maintain all input from users on Amazon.com S3's storage designed to provide software will monitor all comments immediately as they are entered by users. Peak within 20 minutes of will be monitored within Turnaround Time for Service Requests from Client will be responded to within one hour of receipt of the request via email or phone during business hours. other Users will be responded to Peak Democracy will maintain all input from users on Amazon.com S3's storage designed to provide Key Contractor Personnel Peak Democracy prides itself on providing superb custom service to its client government agencies. In order to assure that our government clients are delighted (not just satisfied) with our service, we assign a member of our executive team to each client suppor Robert Vogel, CEO Each support team is led by our co consider Robert to be the country’s trail government online civic engagement. Rob Hines, Account Manager The other key person on the support team will be Rob Hines. Rob has been the account manager for more than 50% of a great deal of experience and education regarding urban and regional planning – as well as public outreach. Excerpts of the resumes for Robert and Rob are inserted below. 17 Key Contractor Personnel emocracy prides itself on providing superb custom service to its client government agencies. In order to assure that our government clients are delighted (not just satisfied) with our service, we assign a member of our executive team to each client support team. our co-founder and CEO – Robert Vogel. Many consider Robert to be the country’s trail-blazer and leading expert in government online civic engagement. , Account Manager n on the support team will be Rob Hines. Rob has been more than 50% of Peak Democracy’s clients. He has a great deal of experience and education regarding urban and regional as well as public outreach. esumes for Robert and Rob are inserted below. emocracy prides itself on providing superb custom service to its client Robert Vogel. Many n on the support team will be Rob Hines. Rob has been Peak Democracy’s clients. He has Robert Vogel, CEO Peak Democracy Inc, PO Box 516, Trinida Phone: 866 535 8894 Fax: 866 506 4598 Experience CEO and Co-Founder, Peak Democr Co-founded Peak Democracy, In government by providing online Directed the development of soft Executive Director, Kitchen Democr Founded a non-profit organizatio online civic engagement in that c Delivered online civic engageme CEO and Founder, Onsite Systems, Founded Onsite Systems, Inc. to trials of new drugs Accelerated the submission of m agencies for the 30 largest global Maintained profitability for all b for two years as advisor/consulta Education Master’s Degree in Physics, UC Ber Specialized in cosmology funded by Master’s and Bachelor’s Degree in Ma Four year combined undergraduate a achievement in mathematics as an un Skills Focused technical, scientific and seni technology firms 18 , CEO dad, CA 95570 E-Mail: Robert@peakdemocracy.com racy, Inc. No Inc with the mission to broaden civic engagement and build p ne civic engagement services to cities, counties and other gove tware used by more than 50 agencies in more than 900 forum racy March 2 on funded partially by a grant from the City of Berkeley CA city ent services to more than 5000 Berkeley residents Inc. o provide technology assisting large pharmaceutical firms in more than 50 new drug applications to the FDA and overseas al pharmaceutical firms ut one of the 14 years. Sold the company in 1996 and worke tant keley the laboratory of Nobel Laureate Saul Perlmutter Mathematics, University of Chicago and graduate program. Awarded the Paul R. Cohen award ndergraduate nior executive skills required to found and build successful pi Nov 2007 - Present public trust in government agencies ms nationwide 2006-October 2007 A to facilitate 1982 - 1996 their clinical s regulatory ed for the acquirer 2006 1978 for outstanding ioneering Rob Hines, Account Manager Peak Democracy Inc, 1900 Addison Street Phone: 866 535 8894 Fax: 866 506 4598 Experience Account Manager, Peak Democracy Consults with clients to develop a civic engagement solution on a top Works within the Peak Democracy tools, processes, and workflows to Assists and trains clients to use Pe Senior Organizer, Green Party of Ca Recruits, interviews, and screens c across Canada. Assists executive officers of riding advice on how to draft annual plan legislative requirements of The El Constitution of the Green Party of Manages conflict, communication Education Cape Breton University - Sydney NS General BA Ryerson University - Toronto ON BAA Urban Planning & Regional Pla Dalhousie University - Halifax NS BA Urban Design Skills Structured and goal oriented with empowerment of individuals with Gets the job done quickly and effic 19 Account Manager eet, Suite 200, Berkeley CA 94704 E-Mail: robhines@peakdemocracy.com y, Inc. Augus targeted approach using the most appropriate tools to deploy pic-by-topic basis. y Customer Service Team to identify opportunities for the deve o improve client service. eak Democracy’s software solutions. anada January candidates to run for the office of Member of Parliament in Ele g associations in managing their organizations which would inc ns, conduct meetings, maintain records, access data, and adher ections Act, The Privacy Act, Riding Association Constitution, a f Canada. gaffes, and potential crisis situations. S anning h attention to process, stakeholders, and communication and en h capacity building and motivation. ciently with excellent problem solving skills. st 2012 – Present y a custom online elopment of new ry 2008 - July 2012 ectoral Districts clude giving re to the and the 1 Year 1 Year 1 Year ncourages the