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!`' SMARTWORKS <br />5. Delivery Approach <br />5.1. Implementation Approach — Phases, Deliverables, Key Milestones <br />Successful implementation is based on SmartWorks' understanding of Customer requirements and <br />experience gained through the implementations of SmartWorks Software at various Customers across <br />North America.'s project will leverage SmartWorks' Implementation Methodology which has been honed <br />and perfected over the company's long history to successfully guide project implementation from <br />Initiation to Deployment. <br />5.2. Implementation Methodology <br />The SmartWorks Methodology is based on the following guiding principles: <br />• Promote and foster customer ownership of solution; <br />• Establish and maintain consistent and regular touchpoints with Customer; <br />• Ensure that project performance is visible, measurable, tracked and risks identified and mitigated — <br />No Surprises!; and <br />• Seek to minimize customer cost and time while still achieving project objectives. <br />The Implementation Methodology consists of two main areas: Project Management and SmartWorks <br />Software Implementation Management where each has associated (where applicable): <br />• Processes / Checklists / Matrices that define how to operate; <br />• Deliverables that are formal outputs that require Customer sign -off; <br />• Work Products that are outputs produced as part of the work required to achieve the desired <br />project goals; and <br />• Tools / Assets that are leveraged to produce defined outputs. <br />The Project Management area defines how projects are managed. It includes: <br />• Communication/Status Management aimed at establishing internal and external <br />communications as well as monitoring and communicating project status and effort spent; <br />• Relationship Management aimed at measuring the pulse of Customers and partners; <br />• Work Management aimed at capturing and monitoring effort, cost and work to be performed; <br />• Change Management aimed at defining and controlling project scope; <br />• Risk Management aimed at planning, mitigating, tracking and monitoring risks; <br />• Acceptance Management aimed at ensuring that expected deliverables are delivered and <br />accepted; and <br />• Financial/Contract Management aimed at monitoring project financial health. <br />The Implementation Management area defines the Implementation Phases and associated Work <br />Products and Deliverables that are part of this project. The Implementation Phases are defined in the <br />following table: <br />City of Santa Ana—SmartWorks Statement of Work <br />2 5 H -7 5 Page 68 <br />