Statement of Work, Master Professional Services Agreement, Mutual Confidentiality Agreement - SADA Systems, Inc

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City of South Bend Dynamics 365 Discovery and Design Project 1 Introduction SADA Systems, Inc. (SADA) is pleased to provide this Statement of Work (SOW) to City of South Bend as a document of intent and scope designed to bring clarity to all parties involved. City of South Bend has a defined culture and business processes. During the discovery phase SADA will work with the city of South Bend team to define language and processes that the business needs and map it to Microsoft Dynamics 365 Online (D365). This SOW will provide an overview for City of South Bend to establish a roadmap for accomplishing this update and upgrade project, In addition, SADA will work with City of South Bend to develop project - related communications plans and content, as well as provide post -project change management considerations. 2 Business objectives SADA will assist with both reviewing City of South Bend's D365 System current state as well as building out a roadmap for their future growth and development to fulfill City of South Bend's business requirements. Key goals are: Analyze the City of South Bend current 311 and related IT business processes 0 Analyze the City of South Bend proposed D365 system w Design a future state roadmap for the City of South Bend to cover the following items: Build out a streamlined 311 request process and a service request management solution A self-service portal for residents to create and manage service requests System integration with 31a party work order management solutions A detailed Dynamics 365 online upgrade plan and enhancement roadmap A detailed configuration promotion path from development to production for D365 and portal A knowledge base for standard service requests with steps to complete A plan for managing a foreign repository of contacts in D365 Successful implementation inclusive of adoption management and tailored change management A sustainable CRM platform to support business and IT initiatives for the next several years 3 Project Prerequisites Prior to starting this project, the prerequisites include elements common to most service -oriented delivery engagements as well as some that speak to this project's unique needs/objectives. Identifying critical i1age [3 Confidential and Proprietary Information of SADA Systems, Inc.