INFOR (US) INC. (FORMERLY LAWSON SOFTWARE) 2 - 2008

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Knowledge transfer is also provided through side -by -side system configuration. In this [Wanner, the City and S&S -gvill be working side by side to build the resulting ysi-,m, as defined in the BPR. By becoming an expert in the behind ti-,c scene,, workings of the system, ire City h- :conies a well rounded user with the ability to troubleshoot complex issues. Additional]-,°. by being an expert in not only the use of the system. but also its configuration. the City achieves greater self sufficiency and is able to adopt ownership of the system earlier in the project. Stemming from the configuration ofthe system, knowledge transfer will continue to evolve through the testiiw� activities. Users will perform normal operations using the newly configured enQuesta system to continue to refine their skills. The Simulation ev cut is an opportunity whereby the customer utilizes the cr >ntigured enQuesta system to test their business processes. Situlation specifically cngages the customer in an independent, end -to -end test of all oftheir key business processes to ensure Go -live readiness. Lastly, by actively engaging in the user support at Go Live will serve as an additional opportunity to etrgage in knoio ledge transfer. 1Vith S& ,S on site during Go Live, information will be shared during the course of normal business operations. Additionally, the City's project team will continue the process of' knowledge transfer by sharim-, knowledge with their peer groups to continually build knowledge. 15) What techniques will you use to ensure your consultants are transferring knowledge to City personnel? Lawson Response: Please see response to (16 ) below. 16) What steps will you take to help the City verify that knowledge transfer has taken place? Lawson Response: Knowledge Transfer Activities Transfer of knowledge from the consultant to the City staff begins with the demonstration of the product. The client sees the solution and begins to understand the functionality and flexibility of the sotiware. The next step is formal classroom Training. Once the vision is formulated and the basics are understood, the consultants work with the client in application exploration, helping to put the pieces together. At this point it may not be clear why a flag is set or what affect a field has on the ultimate solution. ]'reparation for the conference room pilot takes the client through scripting of their business processes. Step by step instructions are created by the client, with the help of the consultants, for each business process, as it will be performed in Lawson. The client begins to see the results of the set -up decisions. In the execution of the Conference Room Pilot, the client tests the process and evaluates the results with the consultant. Client and consultant work together to determine if the results were satisfactory and explore other options. At this point, the client begins to take ownership of the system and assumes some responsibility for issue resolution. The ability to effectively resolve Conference Room Pilot issues demonstrates the level of knowledge acquired through the first three phases of the project. The project team evaluates the success of the first three phases and determines preparedness to move forward to Acceptance Test (System Test). The Acceptance Test (System Test) Phase allows the client to test more independently of the consultants, Consultants are present to assist as issues arise, but no longer need to walk the client through each step of the process. As with Conference Room Pilot, a period of issue resolution follows and the client team gains confidence, as they are able to resolve their ovoi issues. The Project team meets and determines their readiness to move forward. The final test of knoivied«e transfer is for the client to deliver the end user training. In training the end users within their own team, the client assutnes full ownership of the system. They have become the teacher. Active client engagement and project commitment is essential to ensuring knowledge transfer. Lawson Software - Confidential 41