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HomeMy WebLinkAboutINFOSEND, INC. 1 - 2007INSUIt ANCE Nt-( ON FILE WORK MAY NOi PROCEED CLERK OF COUNCIL DATE: 31a y /o7 D' F/M 1-2) (G Lbuw4f —) A- 2007 -050 CONSULTANT AGREEMENT THIS AGREEMENT, made and entered into this 20`h day of February, 2007 by and between InfoSend, Inc., a California corporation (hereinafter "Consultant "), and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California (hereinafter "City "). RECITALS A. The City desires to retain a consultant having special skill and knowledge in the field of municipal bill printing and mailing services and electronic bill presentment and payment services. B. Consultant represents that Consultant is able and willing to provide such services to the City. C. In undertaking the performance of this Agreement, Consultant represents that it is knowledgeable in its field and that any services performed by Consultant under this Agreement will be performed in compliance with such standards as may reasonably be expected from a professional consulting firm in the field. NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms and conditions hereinafter set forth, the parties agree as follows: SCOPE OF SERVICES Consultant shall provide paper bill processing, printing and mailing services along electronic bill presentment and payment services, as set forth in City's RFP for Utility Bill Printing & Mailing Electronic Bill Presentment and Payment Services, on file at the City's Treasury Department and incorporated by this reference, and Consultant's Proposal for Utility Bill Printing and Mailing, attached as Exhibit A to this Agreement. The bill printing and mailing process consists of processing data, address validation and POSTNET bar coding, printing documents, mail preparation, applying presorted postage and sending via the United States Postal Service for the City's municipal utility bills. Consultant will also provide Electronic Bill Presentment and Payment services consisting of presenting utility bills online and accepting payment transaction information to facilitate ACH or credit card payment. 2. COMPENSATION a. City agrees to pay, and Consultant agrees to accept as total payment for its services, the rates and charges identified in Exhibit A. The total sum to be expended under this Agreement shall not exceed $100,000, annually, during the term of this Agreement. b. Payment by City shall be made within thirty (30) days following receipt of proper invoice evidencing work performed, subject to City accounting procedures. Payment need not be made for work which fails to meet the standards of performance set forth in the Recitals which may reasonably be expected by City. c. The printing and mailing unit prices quoted may increase at the commencement of successive one -year terms if the costs of materials increases. Any such unit price increase will be no more that the annual CPI percentage change for the State of California. Consultant shall notify City at least thirty (30) days prior to the new one -year term if any such price increase is instated. City shall provide a postage deposit of $13,040 (40,000 pieces of mail per month x $0.326). d. City shall be responsible for payment related to United States Postal Service postage rates increases. City will be invoiced the amount of excess for overweight and foreign mail. 3. TERM This Agreement shall commence on April 1, 2007 and terminate on March 31, 2008, unless terminated earlier in accordance with Section 12, below. The term of this Agreement may be extended upon a writing executed by the Executive Director of Finance and Management Services and the City Attorney. 4. INDEPENDENT CONTRACTOR Consultant shall, during the entire term of this Agreement, be construed to be an independent contractor and not an employee of the City. This Agreement is not intended nor shall it be construed to create an employer - employee relationship, a joint venture relationship, or to allow the City to exercise discretion or control over the professional manner in which Consultant performs the services which are the subject matter of this Agreement; however, the services to be provided by Consultant shall be provided in a manner consistent with all applicable standards and regulations governing such services. Consultant shall pay all salaries and wages, employer's social security taxes, unemployment insurance and similar taxes relating to employees and shall be responsible for all applicable withholding taxes. 5. INSURANCE Prior to undertaking performance of work under this Agreement, Consultant shall maintain and shall require its subcontractors, if any, to obtain and maintain insurance as described below: a. Due to the nature of the services provided, commercial general liability insurance is not required. b. Worker's Compensation Insurance. In accordance with the provisions of Section 3300 of the Labor Code, Consultant, if Consultant has any employees, is required to be insured against liability for worker's compensation or to undertake self - insurance. Prior to commencing the performance of the work under this Agreement, Consultant agrees to obtain and maintain any employer's liability insurance with limits not less than $1,000,000 per accident. c. Professional liability (errors and omissions) insurance, with a combined single limit of not less than $1,000,000 per claim. d. The following requirements apply to the insurance to be provided by Consultant pursuant to this section: (i) Consultant shall maintain all insurance required above in full force and effect for the entire period covered by this Agreement. (ii) Certificates of insurance shall be furnished to the City upon execution of this Agreement and shall be approved in form by the City Attorney. (iii) Certificates and policies shall state that the policies shall not be canceled or reduced in coverage or changed in any other material aspect without thirty (30) days prior written notice to the City. 6. INDEMNIFICATION Consultant agrees to and shall indemnify and hold harmless the City, its officers, agents, employees, consultants, special counsel, and representatives from liability for personal injury, damages, just compensation, restitution, judicial or equitable relief arising out of claims for personal injury, including health, and claims for property damage, which may arise from the direct or indirect operations of the Consultant or its contractors, subcontractors, agents, employees, or other persons acting on their behalf which relates to the services described in section 1 of this Agreement. The Consultant further agrees to indemnify, hold harmless, and pay all costs for the defense of the City, including fees and costs for special counsel to be selected by the City, regarding any action by a third party challenging the validity of this Agreement, or asserting that personal injury, damages, just compensation, restitution, judicial or equitable relief due to personal or property rights arises by reason of the terms of, or effects arising from this Agreement. City may make all reasonable decisions with respect to its representation in any legal proceeding. Consultant shall not be liable for indirect, special or inconsequential damages even if Consultant has been advised of the possibility of such potential claim, loss or damage. Consultant shall not be responsible for delays in receipt of client information or processing client information because of causes beyond its reasonable control, including, without limitation, failure or limitations on the availability of third party telecommunications or other transmission facilities and City's failure to properly enter and/or transmit information. 7. CONFIDENTIALITY If Consultant receives from the City information which due to the nature of such information is reasonably understood to be confidential and/or proprietary, Consultant agrees that it shall not use or disclose such information except in the performance of this Agreement, and further agrees to exercise the same degree of care it uses to protect its own information of like importance, but in no event less than reasonable care. "Confidential Information" shall include all nonpublic information. Confidential information includes not only written information, but also information transferred orally, visually, electronically, or by other means. Confidential information disclosed to either parry by any subsidiary and/or agent of the other party is covered by this Agreement. The foregoing obligations of non -use and nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources; (b) is, through no fault of the Consultant disclosed in a publicly available source; (c) is in rightful possession of the Consultant without an obligation of confidentiality; (d) is required to be disclosed by operation of law;, or (e) is independently developed by the Consultant without reference to information disclosed by the City. 8. CONFLICT OF INTEREST CLAUSE Consultant covenants that it presently has no interests and shall not have interests, direct or indirect, which would conflict in any manner with performance of services specified under this Agreement. 9. NOTICE Any notice, tender, demand, delivery, or other communication pursuant to this Agreement shall be in writing and shall be deemed to be properly given if delivered in person or mailed by first class or certified mail, postage prepaid, or sent by telefacsimile or other telegraphic communication in the manner provided in this Section, to the following persons: To City: Clerk of the City Council City of Santa Ana 20 Civic Center Plaza (M -30) P.O. Box 1988 Santa Ana, CA 92702 -1988 telefacsimile (714) 647 -6956 With courtesy copies to: Executive Director of Finance & Management Services City of Santa Ana 20 Civic Center Plaza (M -17) P.O. Box 1988 Santa Ana, California 92702 telefacsimile (714) 647 -5414 and City Attorney City of Santa Ana 20 Civic Center Plaza (M -29) P.O. Box 1988 Santa Ana, California 92702 telefacsimile (714) 647 -6515 To Consultant: InfoSend, Inc. 1041 S. Placentia Avenue, Suite 100 Fullerton, California 92831 -5105 Telefacsimile (714) 446 -1482 A party may change its address by giving notice in writing to the other party. Thereafter, any communication shall be addressed and transmitted to the new address. If sent by mail, communication shall be effective or deemed to have been given three (3) days after it has been deposited in the United States mail, duly registered or certified, with postage prepaid, and addressed as set forth above. If sent by telefacsimile, communication shall be effective or deemed to have been given twenty -four (24) hours after the time set forth on the transmission report issued by the transmitting facsimile machine, addressed as set forth above. For purposes of calculating these time frames, weekends, federal, state, County or City holidays shall be excluded. 10. EXCLUSIVITY AND AMENDMENT This Agreement represents the complete and exclusive statement between the City and Consultant, and supersedes any and all other agreements, oral or written, between the parties. In the event of a conflict between the terms of this Agreement and any attachments hereto, the terms of this Agreement shall prevail. This Agreement may not be modified except by written instrument signed by the City and by an authorized representative of Consultant. The parties agree that any terms or conditions of any purchase order or other instrument that are inconsistent with, or in addition to, the terms and conditions hereof, shall not bind or obligate Consultant nor the City. Each party to this Agreement acknowledges that no representations, inducements, promises or agreements, orally or otherwise, have been made by any party, or anyone acting on behalf of any party, which are not embodied herein. 11. ASSIGNMENT Inasmuch as this Agreement is intended to secure the specialized services of Consultant, Consultant may not assign, transfer, delegate, or subcontract any interest herein without the prior written consent of the City and any such assignment, transfer, delegation or subcontract without the City's prior written consent shall be considered null and void. Nothing in this Agreement shall be construed to limit the City's ability to have any of the services which are the subject to this Agreement performed by City personnel or by other consultants retained by City. 12. TERMINATION This Agreement may be terminated by the City upon thirty (30) days written notice of termination. In such event, Consultant shall be entitled to receive and the City shall pay Consultant compensation for all services performed by Consultant prior to receipt of such notice of termination, subject to the following conditions: a. If City has requested custom forms /envelopes, City will purchase the remaining supplies of requested forms /envelopes upon termination of this Agreement, or at the time City requests a change in the design of the forms /envelopes. b. Payment need not be made for work which fails to meet the standard of performance specified in the Recitals of this Agreement. 13. DISCRIMINATION Consultant shall not discriminate because of race, color, creed, religion, sex, marital status, sexual orientation, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the recruitment, selection, training, utilization, promotion, termination or other employment related activities. Consultant affirms that it is an equal opportunity employer and shall comply with all applicable federal, state and local laws and regulations. 14. JURISDICTION - VENUE This Agreement has been executed and delivered in the State of California and the validity, interpretation, performance, and enforcement of any of the clauses of this Agreement shall be determined and governed by the laws of the State of California. Both parties further agree that Orange County, California, shall be the venue for any action or proceeding that may be brought or arise out of, in connection with or by reason of this Agreement. 15. PROFESSIONAL LICENSES Consultant shall, throughout the term of this Agreement, maintain all necessary licenses, permits, approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by the laws and regulations of the United States, the State of California, the City of Santa Ana and all other governmental agencies. Consultant shall notify the City immediately and in writing of its inability to obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be cause for termination of this Agreement. 16. MISCELLANEOUS PROVISIONS a. Each undersigned represents and warrants that its signature hereinbelow has the power, authority and right to bind their respective parties to each of the terms of this Agreement, and shall indemnify City fully, including reasonable costs and attorney's fees, for any injuries or damages to City in the event that such authority or power is not, in fact, held by the signatory or is withdrawn. b. All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the body of this Agreement. H IN WITNESS WHEREOF, the parties hereto have executed this Agreement the date and year first above written. ATTEST: PATRICIA E. HEALY Clerk of the Council APPROVED AS TO FORM: JOSEPH W.FLETCHER City Attorney By-OLA Qc Laida Sheedy Assistant City Attorney CITY O SANTA NA ec / Q, DAVID N. REAM City Manager INFOSEND, INC RUISS REZAI Vice President - Development Tax ID# 33- U�-4551b EXHIBIT A InfoSend Response — 12/29/2006 REQUIREMENTS AND SCOPE OF WORK A. General Requirements: EBPP 1. This requirement is met. The City will choose what it wants to call the EBPP application and add a button /link to www.ci.santa- ana.ca.us to give customers access to it. Once clicked, this link will take the customer to the EBPP portal that InfoSend will host. 2. This requirement is met. InfoSend will match the "look and feel" of the City's current site. 3. This requirement is met. InfoSend's technical team has reviewed the Section 508 standards and they are already compatible with our EBPP programming methods. 4. This requirement is met. All information is confidential and protected. User passwords are stored using a one -way hash and cannot be read by anybody. The application is hosted by physical three -tier layer architecture. The presentation server, the application server, and the database server are separated onto different physical networks. Users can only connect to the presentation server over 128 -bit SSL in order to ensure that all information passed from the customer to the application is encrypted. Anti -fraud features such as Address Verification Service (AVS) and Credit Card Security Coding (CSC) are used when payment transactions are processed. Unauthorized users cannot access utility account data, bank account or credit card numbers, or other payment information. The data that InfoSend transmits to its payment processors is encrypted. Industry standard security methods safeguard data and external site monitoring scans for open ports or other security issues. Proper access control methods insure that internal users can only access the data relates to their job functions. While InfoSend uses the Windows operating system for internal processing, the EBPP application itself is hosted on Red Hat Enterprise servers. InfoSend elected to use this operating system for its web hosting because independent studies have shown it to have less critical security flaws than Windows has had over the years. Physical facility security measures are in place to prevent unauthorized access to data. Security cards /tokens are required to enter the building. Visitors must be signed in before entering. All servers are centrally located and only authorized staff members can access them. The City can choose between many security options to protect customer data: a. To enroll for the EBPP service customers can be forced to enter more than just their account number (which is the basic requirement). The City can choose additional data fields — like previous bill amount. b. The City can choose to use security certificates on outgoing emails. This will allow the customer to verify that the email came from the City's EBPP application. c. The City can choose to simply email its customers a link to the EBPP portal to view the newest online bill, or it can email the bill itself. Encryption can be used to ensure that the emails are only accessible by the customer who enrolled for the service. M InfoSend Response — 12/29/2006 5. This requirement is met. The bill images will be reproduced in their current form 6. This requirement is met. InfoSend will sign the indemnification agreement. In InfoSend's view this patent is overly broad and will eventually be overturned. The patent is for the process of EBPP, not a specific software solution that relates to it. Emergis no longer offers an EBPP solution. The patent has been challenged in the United States District Court for the District of Kansas. The court issued a "claim construction order" that limited the scope of the patent to exclude billers who use third parties to offer EBPP to their customers. Text from: w-,, vw. energy pulse. neticenterslarticleiarticle _display.cfrn ?aid =1383 until now. a bone of contention in the interpretation of the patent was :whether it -s F_BPP sys*.erris that use third- 'party EBPP service providers such as Pa,,;Pal or E i' iergis asserts that it doe's However. on September 14, "10,06 ii" ,e, .ourt for the District of Kansas issued a 'claim construction order In the !,y Ernergis against cable �� `V company Cabie One. Inc. jr, which the Coi rt ie(t`f?i, "'if f. ..?e meaning and scope Of certain terms used in the cic` ir, of t` El ",_, iS „_3t,: nt. In basic terrns, the claim construction order says the '362 patent does not cover any third -pa> ty system where the payment instructions are sent from the cons>_iiner to a third - party EBPP service provider as opposed to going directly to the Biller.'" says Griffin. "This is a significant blow to Emergis's licensing campaign. Up to this point; Ernergis has argued that a utility using a third -party EBPP service provider infringes the `362 patent if they r customers do not realize when they have left the utility's Web site to pay their bill at „gird- warty service providers `vVeb site, especially where the tihird -party service provider site looks ;Ike the utility s VVeIJ site." 7. This requirement is met. In addition to this, InfoSend will provide the City with round the clock support for critical issues. InfoSend offers standard customer support, 8 a.m. to 5 p.m., to all customers. An after -hours support number will be provided to the City and can be used 7 days per week, 24 hours per day, 365 days per year. When this number is called the City will receive a response from an InfoSend technical representative within 4 hours. This extended support is currently provided to clients like the City of Anaheim who have data processing operations that run 24 hours per day. B. Requirements: Product Development and Ongoing Maintenance 1. This requirement is met. EBPP functionality and processes will be developed by and hosted by InfoSend. 2. This requirement is met. InfoSend will be will be responsible for customer authentication, payment authorization, security, error processing, and reports. Customer support is normally handled by providing a webpage for City customers to fill out when they have question. An email is then immediately sent to a specified City address to communicate the question and a copy is sent to the customer. If the City wishes the email to be sent to InfoSend instead and for InfoSend to contact the customer this can be done as well. 4 InfoSend Response — 12/29/2006 However, it is usually better for the City to contact the customer because it has access to the full utility billing system. 3. This requirement is met. InfoSend will format files to work with the City's system. Files can be emailed to City or posted on a secure website for download. They can also be PGP encrypted and placed on InfoSend's FTP server for automatic retrieval by the City. 4. Both requirements are met. InfoSend can develop and host the presentation functionality and provide the payment functionality. InfoSend's has successfully integrated its presentation system with three different online payment processing platforms and will integrate with the City's current credit card processor for this application. Transactions are securely processed and if a payment error occurs InfoSend emails the customer to inform him or her to review their payment profile setup and retry the payment. C. Requirements: Bill Presentation 1. Provide the ability to display, by customer: a. This requirement is met. b. This requirement is met. EBPP application displays payment history. If City wants to show offline payments it can transmit a payment history file to InfoSend or provide a web service to query this data. c. This requirement is met. Consumption history will be pulled from the data that the City sends to InfoSend. 2. This requirement is met. 3. This requirement is met. If the bill is presented in HTML format it can be printed. A link is provided to show just the bill in the browser so that the page navigation does not print. If the bill is pulled from the City's archive in PDF format then the PDF can also be printed. 4. This requirement is met. City can choose if it wants the graph to be embedded on the electronic statement itself or linked to. If it chooses the second option the link can open in a new window, or replace the window contents with the graph. Additionally, the graph can be hidden on the electronic statement itself and once the link is clicked the statement will expand in size and the graph will be shown. 5. This requirement is met. The EBPP portal will allow the customer to turn off paper bill delivery. This information will be transmitted back to the City so that the customer account can be flagged properly. 6. This requirement is met. The bills will be posted to the website the same day that they are mailed. The City can choose whether or not it wants to see samples of the online bills before they are presented to the customers. 7. This requirement is met. An email will be sent to the customer each time a bill is available for viewing and payment that contains a link to the EBPP portal. The city can also choose to email the bill itself to the customer. This is a very unique feature that 5 InfoSend Response — 12/29/2006 InfoSend has and to the best of our knowledge it is not something that all vendors can provide. 8. This requirement is met. D. Requirements: Bill Payment 1. InfoSend can report the payments to the City the same day they are received or the next day when they are settled. 2. This requirement is met. The City can make it clear to customers via the printed notices, online bill, and online web pages that the customer must initiate an online payment by a certain time to avoid a disconnect. While InfoSend can present final notices online it normally recommends that these be sent via regular mail to avoid last minute payments through the EBPP system that will not meet the cutoff time for that day. It is better for these customers to call the City's customer support and have the payment entered via TransFirst's TV Virtual Terminal. This way the CSR is aware of the payment and the City can also choose to only allow credit card payments to avoid disconnects. InfoSend understands that some customers will ignore instructions and initiate payments through the EBPP system prior to shutoff. If the City performs customer shutoffs at the same time each week then a report can be sent to the City prior to this time that lists all payments attempted in the previous 24 hours. The City can then investigate these payments before the customer is shutoff to see if the customer made a genuine attempt to pay their balance. The report contains the payment amount so that the City can see if the customer simply paid a small portion of their balance to avoid shutoff. The delinquent customer process can be customized to suit the City's unique needs. InfoSend also provides a CSR portal for the City to investigate actions that the customer has taken. 3. This requirement is met. InfoSend can develop a feature into the EBPP portal for customers who have been disconnected and want to reestablish service. A separate payment page can be provided for disconnected customers. Any time a customer makes a payment using this page an email will immediately be sent to the City so that it can review the payment amount and reestablish service. 4. This requirement is met. InfoSend can report payments to the City in a variety of ways. Any payment can be reported, even if it has not cleared yet. A CSR portal allows the City to view any payments that have been submitted on- demand. 5. This requirement is met. InfoSend has met with the City's current credit card processor to ensure that their platform is compatible with our EBPP system. Both TransFirst and InfoSend have had an opportunity to ensure that each party can work with each other. 6. Credit Card Payments: a. This requirement is met. The VISA and MasterCard cards are both accepted. The City can later choose to offer other card types as well. The City can choose to set a maximum payment amount for credit card payments to reduce the fees InfoSend Response — 12/29/2006 paid to the card vendors. In addition to this the City will receive the utility rate discount for credit card payments. b. This requirement is met. InfoSend's EBPP application includes a CSR portal that allows City staff to perform a variety of functions. The City can choose to give its CSRs the ability to initiate payments on the customer's behalf. If the customer had previously entered his or her credit card number into the system then the CSR will not be able to view the entire number as it will be truncated for security reasons. But the CSR can still initiate a payment on the customer's behalf. If the customer had not yet setup a payment profile then the CSR can do it for the customer and initiate payment. The CSR can even enroll the customer for EBPP if this has not been done yet. In addition to this, the City can also use TransFirst's payment -only application to initiate credit card or ACH (bank draft) payments for customers who do not wish to enroll for EBPP. During the EBPP implementation InfoSend can request that TransFirst enables their Same Day Pay application for the City. This stand -alone web application is a front end for the same payment platform that TransFirst will use to process InfoSend's EBPP payments. If a CSR simply wants to initiate a one -time payment for a customer without walking to a credit card machine or enrolling the customer in EBPP then this application is a fast and simple way to initiate the payment. The process is faster, easier, and more secure than the credit card machine while also allowing bank draft payments. c. This requirement is met. i. It is understood that recurring payment amounts will vary each month. The EBPP system supports this feature. ii. The payment threshold amount is a feature supported by the EBPP system. The City can choose a max amount or let customers choose that amount. d. Not Applicable - InfoSend is able to process recurring payments based on the requirements above. 7. Bank Draft Payments a. This requirement is met. InfoSend uses the acronym ACH to describe bank draft payments. Electronic bank draft payments are processed through the Automated Clearing House (ACH) network. This is the most common and cost efficient method to process electronic bank payments. The City can set a maximum amount for ACH payments. b. All requirements are met. Automatic ACH payments are handled in the same way that automated credit card payments are handled. Please see section 6(c) for more information. Some of InfoSend's clients choose to only offer automatic ACH payments and do not offer automatic credit card payments. This saves the biller a considerable amount of money because unlike credit cards, ACH payments do not incur a percentage -based fee. 7 InfoSend Response — 12/29/2006 c. Not Applicable - InfoSend is able to process recurring payments based on the requirements above. D. Requirements: Future phases of Web Services Implementation Allow customers to request services or programs interactively on the website. The functionality should ensure that required information /fields are populated, editable, and secure. Examples of online interaction are as follows: a. Account Changes: much of this is already provided in InfoSend's standard EBPP implementation. Customers can choose to change any of the following data elements that are stored in the EBPP database: i. Account Password ii. Email Address iii. Phone Number iv. Physical Address v. Turn Paper Statement Delivery On or Off (unless the City chooses to force all EBPP customers to forego paper statements). vi. Which Accounts are Enrolled — Customers can add additional accounts to one user ID in the EBPP system. The standard method of allowing customers to change account settings is to design web forms that the customer can submit to make changes. The City can choose to have InfoSend pre - populate the customer's current data into some of the text fields so that the customer can see what he or she the current data before making a change. InfoSend can report the changes to the City in an emailed report or by posting the data to a secure website for download. InfoSend can format the report to match the delimiter type and column layout used by its CIS system so that the data can be automatically uploaded to the system. InfoSend will not charge the City to develop or maintain these forms. If the future phase website features require that an HTML formatted document be created and stored in the EBPP system archive then a transaction fee will be charged for each document created, that is equal to the normal bill presentment fee. An example of a web form is provided on the next page: InfoSend Response — 12/29/2006 User Settings Keep Receiving Paper Statements Please choose whether you would like to continue receiving paper statements. If you choose this option, you will receive bath an e-mail copy of your statements and a Paper copy. You will be able to review your statements and payment history by logging into this site. If you do not choose this option, paper statements will stop and you will Only receive your statements via e -mail and by logging into this site. Subscriber Account: Change Email Current Email Address: New Email: Confirm New Email: Change Password New Password: Confirm New Password: Change User's Information Title: First Name: Last Name: Street Address: City: State: Zip Code: Phone onlinebi Her (4) yahoo. com LEM Mr. RLss Rezai 1041 S 'Placentia Ave ruilerton _.. California 921831 ( 7((15 C, J 52 5 86C, gq t...SU ,.«. T InfoSend Response — 12/29/2006 b. Turn -off Request: This will be provided to the City at no additional cost. InfoSend can design a web form like the one showed in 1(a) above. Or if the City would prefer to give the customer a PDF file to print and fill out or fill out electronically this can also be done. C. Applications for Programs: This will be provided to the City at no additional cost. InfoSend can design a web form like the one showed in 1(a) above. Or if the City would prefer to give the customer a PDF file to print and fill out or fill out electronically this can also be done. d. Request Payment Arrangement: This will be provided to the City at no additional cost. 2. Provide a link to monthly bill inserts: a. This is a standard feature of InfoSend's EBPP service. The City can submit PDF files to be uploaded to the Inserts page. b. This requirement is understood and acceptable to InfoSend. The City can email the insert PDFs and their usage dates to InfoSend. Or it can upload them using the online Insert Manager that InfoSend has built to track and manage physical and electronic inserts. This is especially useful for inserts that do not run for a complete calendar month. 3. InfoSend can customize its system to extend web services functionality to other City services. The City can provide the project specs and InfoSend will return a programming quote. The programming fee is $130.00 per hour. InfoSend can develop web applications rapidly, keeping the number of hours down. 10 InfoSend Response — 12/29/2006 SECTION 11 SPECIFICATIONS CHECKLIST Please respond fully to each item. Omissions and /or incomplete answers may be deemed unresponsive. II.A. GENERAL REQUIREMENTS Please respond as indicated below. Any responses other than "MEETS" should have attached explanation and unit cost associated with meeting the requirement should be stated on the applicable attachment. MEETS - System Currently Meets Requirement. PARTIALLY MEETS Meets Some But Not All NO Does Not Meet FUTURE ENHANCEMENT Provide Release Date ID Meets Partially Does not Future Meets Meet Enhancement GENERAL REQUIREMENTS — EBPP GR -1. Customers will access all EBPP options via a link on the City's existing website. X GR -2. The EBPP website will have the same "look and feel" as the City's current site. X GR -3. The site will be compliant with Section 508. see www.section508. ov X GR4. The site will work with City's Information Services website staff. X GR -5. Unauthorized users will not be able to access utility account data, bank account and credit X card numbers and other payment information. GR -6. All information contained in the transferred files shall be considered strictly confidential and shall not be communicated or disclosed to any third party or vendor employee not directly X involved in performing the tasks required in this scope of work. GR -7. Vendor has ability to interface with the City's existing bill print archive files, or have the ability to reproduce the bill image in its current X form. GR -8. The vendor is able to provide printing services every business day with the exception of the major holidays (New Year's Day, Columbus Day, President's Day, Memorial Day, X Independence Day, Labor Day, Veteran's Day, Thanksgiving Day and the following Friday, and Christmas Day). GR -9. The City has recently become aware of patent #6,044,362 ("the '362 patent ") held by Emergis Technologies, Inc. Vendor agrees to sign an indemnification agreement, which would X protect the City of Santa Ana from potential patent infringement lawsuits. 11 InfoSend Response — 12/29/2006 12 Meets Partially Does not Future ID Meets Meet Enhancement GR -10. The vendor shall return, at its own expense, any and all data furnished by or obtained on behalf of COSA promptly upon COSA's request whether upon the termination or X completion of the contract in whichever form it is maintained by the vendor. GENERAL REQUIREMENTS — Product Development and Ongoing Maintenance GR -11. EBPP Invoices, letters, and collection letters shall be sent each working day. X GR -12. Vendor shall store COSA data securely at least until the successful completion of the printing /fulfillment process for a given billing X run. GR -13. Any decision that may be taken to stop or re- do a billing run shall not constitute a need to re -send or re- transmit any part of the data comprising the input to that billing run. The X method of secure storage shall not impose a delay if it becomes necessary to restart or rerun a given billing stream. GR -14. Describe the processes and /or technologies in place to ensure the security and privacy of X data transmissions. GR -15. Vendor must provide pricing for the use of environmentally friendly and recycled products X as well as any other option available. STOCK MATERIALS & PRINT GR -16. Invoices, notices, and letters shall be laser printed using at feast two color processes to highlight logo and key data, with at least 600 x X 600 DPI. GR -17. Invoices and notices shall have capability to Print information on reverse side. X GR -18. Vendor must have graphic capabilities to redesign the bill format, including a perforation at the bottom of bill (remittance coupon at X bottom of bill) and an unlimited free form message area. GR -19. Vendor must be able to accommodate multiple bill formats. Bills and notices may be redesigned as part of this Agreement. Pricing should include the cost of initial bill format set up for each format required and for subsequent required changes and redesigns. Vendor must specify the type of bill or change X that might constitute a "new" format. For example, when a meter is changed in the middle of a billing cycle, two lines of meter reads and consumption data should appear on the bill. GR -20. Vendor must fold and insert statements into window envelopes, along with a return envelope and four (4) 8 '/ by 3 % information X inserts which may include one or more multi - a e inserts. GR -21. Vendor must insert customer bills and inserts in a specified #10 envelope together with the X specified return envelope. 12 InfoSend Response — 12/29/2006 ID Meets Partially Does not Future Meets Meet Enhancement GR -22. Envelopes will either be printed with the COSA logo or have COSA logo displayed through a X window in the envelope. GR -23. Vendor must be able to accept preprinted bill inserts or print the bill inserts. Pricing should be given for both options. If provided by X COSA, inserts will be provided on a bi- monthly basis. GR -24. Vendor must have capability to print and sort pages by OMR, with the capability to handle multiple pages, intelligent inserting, and X messa ging capability. GR -25. Vendor will be responsible for storage/warehousing of the forms, envelopes, and monthly inserts until needed or used. Any X costs or fees must be clearly stated in the vendor's response. GR -26. Vendor must provide sample formats and tests to COSA before the initial printing and mailing X of the utility bill statements. GR -27. Vendor must describe where and how many bill messages may be placed on the bill. X GR -28. Vendor shall transmit bill files for check and review by COSA daily for the first month of this contract or time established in the agreed upon contract. COSA will approve within the X first few hours of receipt of the files and return for processing the same or next day. Subsequently, selected files may require similar review on an on -going basis. MAILING & POSTAL REQUIREMENTS GR -29. Vendor must be able to identify multiple statements to the same owner and mailing address, match them, and insert in one appropriate size envelope metered first -class X separately; and delivered to the United States Postal Service at the same time all other bills are delivered. GR -30. Vendor must have capabilities to merge multiple daily bill print files to achieve the best X re -sort postal rate. GR -31. Vendor must have the capability to presort data, add zip code + 4, carrier route, and delivery point barcode to statement addresses for statements and presort mail in accordance X with the most recent United States Postal Service regulations for 1 :t class mail. 13 InfoSend Response — 12/29/2006 ID QUALITY Meets Partially Meets Does not Meet Future Enhancement GR -32. All bills and designated forms are to be delivered to a Southern California Post Office by 3:30 p.m. the same or next business day following receipt of the printing files. Vendor will notify COSA by noon of that day if there are to be any delays in delivering the bills to the post office. X 3) No smudges, spots, or specs of ink on the X form. ljw 5) Acceptable OMR scan mark. Must have an easily readable OCR scan line on bottom of coupon. GR -34. All bills and forms that do not pass the quality 14 QUALITY GR -33. After bills and forms are printed, a quality inspection will be performed by vendor personnel using, but not limited to the following criteria: 1) No fading of ink on any part of the form. 2) No tears, wrinkles or damage to paper. X 3) No smudges, spots, or specs of ink on the form. 4) The printing is to be centered on the form. 5) Acceptable OMR scan mark. Must have an easily readable OCR scan line on bottom of coupon. GR -34. All bills and forms that do not pass the quality inspection shall be reprinted by vendor at no cost to COSA and be prepared for mailing the X same day or as instructed by COSA. GR -35. All documents damaged during any process (printing, inserting, or vendor handling) shall be reprinted the same day at no additional X expense to COSA. ELECTRONIC BILL PRESENTMENT AND PAYMENT GR -36. COSA will also be implementing an electronic bill presentment and payment (EBPP) solution simultaneously to outsourcing the printing and X mailing functions, with a single vendor for both. GR -37. Customers will access all EBPP options via a link on COSA's existing website. X GR -38. The EBPP website must have the same "look and feel" as the City's current site. X GR -39. The site must be compliant with Section 508. X GR-40. Vendor will send customers, who sign up for EBPP, an e-mail notification alerting them that their bill is ready for viewing. The customer will either click on the e-mail or go to the COSA website to find the link to their bill X image. The bill image will be provided by the vendor. The image must be printable and able to be exported into other usable format spread sheets Excel, etc.), and PDFs. 14 InfoSend Response — 12/29/2006 GR41. The vendor must maintain and archive 24 months of bill images or suggest an alternative. Drill down to historical X consumption and billing and payment information will be provided. GR42. COSA is able to view all payment transactions processed by the vendor including pending X payments. GR43. The vendor must be able to identify accounts that will not receive a paper bill. The paper bill X will be suppressed on those accounts. VENDOR MUST BE ABLE TO DEMONSTRATE THE FOLLOWING CAPABILITIES: GR44. Secure storage and transmission of all transactions sent via the intemet using the most advanced security technology available X 128 -bit Encryption) GR45. Provide the CSRs with all the tools (i.e. reset passwords, add /or remove subscribers, etc.) required to manage /support customer inquiries. CSRs must have the ability to link by X bill date to the exact bill and search for other bills for that account when in bill viewing screen. GR46. Extensive array of online reports available in multiple download options and /or viewable within a UI including Audit, Subscriber /enrollment, Remittance /retum, X Accounts Accessed, and viewed Statement Reports. GR -47. Supports links to a comprehensive pre - packed database of Frequently Asked Questions and X Answers regarding e- billing. GR48. Monthly updates and software upgrades to the vendors application shall be included in X vendor's unit pricing. GR49. The vendor must be able to isolate presentment and payment services and provide pricing for both options. Based on pricing and other considerations, COSA may elect to use the vendor for presentation only, X not payment. COSA uses the services of a third party to process credit card payments. Vendor will need to provide payment services for one time bank draft payments. DISASTER AND CONTINGENCY RECOVERY PLANNING 15 InfoSend Response — 12/29/2006 GR -50. The vendor shall have and maintain a disaster recovery plan to protect COSA receivables and the confidentiality of the information contained therein. Vendor shall provide COSA with a copy of the plan. Detail the proposed offsite storage location and plan for backing up data daily. Include the processing steps from transmission receipt to paper bill delivery. The successful vendor shall show evidence of a X functional contingency plan to guarantee the complete and timely processing of City of Santa Ana's work. Describe your contingency planning, documentation and testing processes on Attachment E using scenarios indicated. II.A. GENERAL REQUIREMENTS — CONTINUED GR -14: "Describe the processes and /or technologies in place to ensure the security and privacy of data transmissions." InfoSend follows the Payment Card Industry (PCI) rules set for companies that originate less than 6 million credit card transactions per year. All security procedures and policies are based around PCI. All information is confidential and protected. User passwords are stored using a one -way hash and cannot be read by anybody. The application is hosted by physical three -tier layer architecture. The presentation server, the application server, and the database server are separated onto different physical networks. Users can only connect to the presentation server over 128 -bit SSL in order to ensure that all information passed from the customer to the application is encrypted. Anti -fraud features such as Address Verification Service (AVS) and Credit Card Security Coding (CSC) are used when payment transactions are processed. External security monitoring by ScanAlert informs InfoSend if there is a perceived problem from the outside of the network. Unauthorized users cannot access utility account data, bank account or credit card numbers, or other payment information. The data that InfoSend transmits to its payment processors is encrypted. Industry standard security methods safeguard data and external site monitoring scans for open ports or other security issues. Proper access control methods insure that internal users can only access the data relates to their job functions. While InfoSend uses the Windows operating system for internal processing the EBPP application itself is hosted on Red Hat Enterprise servers. InfoSend elected to use this operating system for its web hosting because independent studies have shown it to have less critical security flaws than Windows has had over the years. Physical facility security measures are in place to prevent unauthorized access to data. Security cards /tokens are required to enter the building. Visitors must be signed in before entering. All servers are centrally located and only authorized staff members can access them. GR -19: "Vendor must be able to accommodate multiple bill formats. Bills and notices may be redesigned as part of this Agreement. Pricing should include the cost of initial bill format set up for each format required and for subsequent required changes and redesigns. Vendor must specify the type of bill or change that might constitute a "new" format. For example, when a 16 InfoSend Response — 12/29/2006 meter is changed in the middle of a billing cycle, two lines of meter reads and consumption data should appear on the bill." A "new" format is one that: • Is caused by the City changing its utility billing software vendor. • Is caused by the City changing the overall look and feel of the bill. • Is caused by the City adding new services to its bill (for example — the City of Anaheim recently added WiFi services to its bill). Minor changes to the bill format do not incur any programming fees. The example listed by the City regarding meters changing in the middle of a billing cycle would not incur programming fees. GR -27: "Vendor must describe where and how many bill messages may be placed on the bill." There is no limitation to the number of messages that InfoSend can program to print on a page. The physical size of the sheet is the only limitation. To maximum page usage InfoSend provides a free tool called the Message Manager. It is a free customer service tool is a custom built web -based application that allows you to control the messages that print on your documents. It allows clients to upload bill messages and view them in the actual font that will be used. You can schedule the messages months or even years in advance! You can assign unique messages to different types of customers, or even to individual account numbers or account number ranges. 17 InfoSend Response - 12/2912006 SECTION 111 ITEMIZED FEE SCHEDULE ATTACHMENT A - BILLING Unit pricing shall include all overhead associated with providing this service to City of Santa Ana. '' tarx gays for isle to , t' e €1a!'e i, it • _, '.r .�'s �ii,y 1i "{ PAPER BILL Non - recycled Recycled Set -up fee for print and mail services $ 0.000 0.000 Special programming (after initial set -up; per hour) $ 130.000 $130.000 Overweight and foreign mail: Current rates: $0.563 heavy mail (2oz), Mex/Can $0.63, Intl $0.84 (Overweight and foreign rates same for recycled and non - recycled mail) Data processing $ 0.008 0.008 Duplex (2- sided), 2 -Color Laser Imaging $ 0.020 0.020 8.5 "x11" white paper with perforation $ 0.020 0.025 #10 double window security envelope $ 0.025 0.033 #9 single window security reply envelope $ 0.025 0.033 Fold, Insert, bar - coding (OMR), presort and deliver to LISPS $ 0.010 0.010 POSTAGE Presorting mail, (CASS certification). First class postage rate OPTIONS /ADDITIONAL CHARGES Additional Pages (2 nd , 3 rd , 4 page) Supplied by Client: (inserted by vendor) Inserts - 1/3 page Inserts - 8.5 "x11" page Inserts - 8.5 "x11" duplex Printed, folded, inserted by vendor: Insert -1/3 page Insert -8.5 "x11" Insert - 8.5 "x11" duplex $ 0.108 each $ 0.129 each $ 0.293 - Current 5 Digit Rate Most pieces will qualify at 5 -digit rate, the maximum postage is $0.326 for non CASS certified mail. $ 0.050 per page $ 0.06 per page $ 0.010 per page $ 0.010 per page $ 0.010 per page $ 0.010 per page $ 0.010 per page $ 0.010 per page $ 0.040 per page $ 0.050 per page $ 0.075 per page $ 0.090 Der page $ 0.115 Per gage $ 0.130 per page Retrieve and view bill (access to each bill printed) $ 0.007 per bill for 6 months of retention "New Bill" Insert (custom design, printed and inserted for client) - ;. : "1,;` -i__ _ -1/3 page printed and inserted by vendor $ 0.00 per page $ 0.00 per page -8.5 °x11" printed, folded & inserted by vendor $ 0.00 per page$ 0.00 per page in InfoSend Response — 12/29/2006 ATTACHMENT A - BILLING (Continued) Additional services not covered in any line items above please describe and include unit pricing for bill print and mail services: Non - recycled Recycled NCOALink — Electronic Address Updates $ 0.50 per hit $ 0.50 per hit From the USPS NCOA database Pricing is per "hit" (reported address change). InfoSend offers the NCOALink service in conjunction with the United States Postal Service. The service is optional and replaces the small postcard or photocopy that the post office provides you when a customer fills out a change of address form. You only pay a fee for the addresses in your data file that require a change. You will not be charged if the customer gives you the new address prior to the transmission of your data file from the City to InfoSend. 19 InfoSend Response — 12/29/2006 ATTACHMENT B — BILL PRESENTMENT BILL PRESENTMENT Set up fee for EBP E. Setup and implementation fee for main bill presentment features waived. No fee for site design, testing, customer support training, and documentation. Includes ability to associate more than one utility account with a single user name and password. Includes branded web portal that matches the City's look and feel. Includes a custom formatted payment file that the City will use to update its A/R system. Future phase web services defined in the RFP are also included with no setup fee. (With the exclusion of item E -3 "other City services ", which does not have a clear project definition). If the future phase website features require that an HTML formatted document be created and stored in the EBPP system archive then a transaction fee will be charged for each document created, that is equal to the normal bill presentment fee shown below. Electronic bill presentment $ 0.11 per bill presented Bills are only presented for customers who have enrolled for the service to save the City costs. Bills are presented with the next billing cycle. Customers can make a payment immediately after enrollment is complete by entering the amount due from their paper bill. The City can also choose to have all bills presented regardless of whether the customer has enrolled or not for a lower per bill presented fee. See additional services. Archive bills for 24 months $ 0.02 per bill presented Standard bill archival length is 6 months. If the City requires 24 months of bill archival then the bill presentment fee is increased by $0.02 per bill. On -line reports $0.00 Monthly update $0.00 Software upgrades $0.00 Additional services not covered in any line items above please describe and include unit pricing for bill presentment services: Optional — if the City chooses to have InfoSend process all bills 0.03 and post them to the electronic bill presentment system then the electronic bill presentment fee is discounted by $0.03 each. If this option is selected a customer will have bills to view immediately after enrollment. See the description under "Electronic bill presentment" above. Total: 0.03 20 InfoSend Response — 12/29/2006 ATTACHMENT C — BILL PRESENTMENT & PAYMENT InfoSend will submit payment transaction information to TransFirst for processing. The prices shown below will be invoiced to the City by TransFirst. BILL PRESENTMENT AND PAYMENT Set up fee One time bank draft for paper invoice customer Credit Card for paper invoice customer Enrolled EBPP customer bank draft Enrolled EBPP customer credit card 0.00 0.25 $1.52% + $0.29 for utility discount qualified Visa/MC $ 2.20 % + $0.29 non - utility discount Payment Visa /MC $ 3.25% + $0.29 for corporate Visa/MC cards 0.25 $1.52% + $0.29 for utility discount qualified $ 2.20% + $0.29 non - utility discount payment $ 3.25% + $0.29 for corporate cards Additional services not covered in any line items above please describe and include unit pricing for electronic bill presentment and payment services: ACH (bank draft) Non Sufficient Funds Fee $2.00 This fee charged if a customer initiates a bank draft payment but does not have enough money in his or her account for the debit to go through. ACH (bank draft) Credits $0.25 Every time payments are settled and an ACH credit is sent to the City's bank account an ACH credit occurs. This happens once each business day for bank draft payments and once for credit card payments, unless there are no payments to settle that day. 21 InfoSend Response — 12/29/2006 ATTACHMENT D — CREDIT CARD PROCESSING InfoSend will submit payment transaction information to TransFirst for processing. The prices shown below will be invoiced to the City by TransFirst. CREDIT CARD PROCESSING The ability to quote prices on a Bundled and /or Unbundled combination is provided. Please make copies and provide different scenarios as necessary. �-vert'nirjc� fit Unbundled Costs Discount Rate $ 1.52% + $0.29 for utility discount qualified Visa/MC $ 2.20% + $0.29 non - utility discount payment Visa /MC $ 3.25% + $0.29 for corporate Visa /MC cards Imprinter Fees $ N/A Not Applicable to Online Payments Terminal Fees Lease $ N/A Not Applicable to Online Payments Rent $ N/A Not Applicable to Online Payments Purchase $ N/A Not Applicable to Online Payments Maintenance Fees $ 5.00 per month Batch Fees Chargeback Fees Methods of accepting credit card - additional /alternative costs Phone Fax Machine Voice Response $ 0.20 per batch (daily fee) 15.00 $ N/A $ N/A $ N/A Total: $ Depends on the number of type of payments received each month as well as the Payment amounts. Please submit a theoretical breakdown of payments to all vendors to get an accurate representation of each vendor's monthly costs Include number of payments payment types (ACH, personal credit card corporate credit card) and payment amounts Please indication provision in the event the credit card system is down. No terminals will be leased or sold to the City as part of the EBPP system If the City's existing credit card terminals are down it can use the TransFirst TC Virtual Terminal to initiate payments. The transaction fees for the virtual terminal are the same as the fees outlined on Attachment C and D 22 InfoSend Response — 12/29/2006 ATTACHMENT E Provide details as requested under the entitle sections: IF ADDITIONAL SPACE REQUIRED FOR DETAILS PLEASE ATTACH A SEPARATE SHEET(S) IV.A.1. AUDIT TRAIL The successful vendor shall have a proven audit trail governing all phases of the bill production and fulfillment process. 1) "Describe your capacity to back out of or suspend a printing run (or any phase of the process) and correct problems." A print run can be cancelled or suspended at any time. If the batch has already been printed then it can be cancelled or suspended in the mailing department. If the City requires that certain bills be suppressed then it can accomplish this in one of two ways: (1) The bill can be pulled electronically if the client provides a suppression file prior to the processing of the batch. (2) The file can also be pulled during any point of production. The latest pull request would be at 4:45 p.m. because the mail is delivered to the USPS at 5:00 p.m. 2) Describe the steps by which you would: a) "Verify the data received." After the file is received the system automatically checks to see if the client accidentally uploaded a file that had already been received in the past 6 months. If a duplicate has been received then InfoSend will put the file on hold and contact the client. The City can embed the total number of records and the amount billed at the beginning or end of its data file. If this is done then InfoSend can automatically compare its post - processing total with the City's total. If the totals don't match then an internal warning will be created and InfoSend support staff will investigate the issue. The City will receive a File Transfer Report from InfoSend that verifies that the file was received. The report contains the time the file was received and the record count. After the batch is completed the City receives a Process Confirmation report that lists the total dollar amount billed in the batch. The City's staff can view this information to ensure that the batch was processed properly. The City also has the option of viewing and reviewing this information prior to the printing of the batch. If this option is selected then the report will be embedded in the sample PDF file so that it can be reviewed and approved before the file is printed. b) "Verify the complete success of a billing run (processing, printing, and fulfillment phases)." Each billing run is automatically tracked in InfoSend Job Tracking system. This system is available to both InfoSend staff members and to the City itself. Every file 23 InfoSend Response — 12/29/2006 that the City sends is logged in the system and must complete the following steps before it is moved from the "Active" queue to the "Completed" queue: 1. The job is automatically processed 2. Samples are sent and approved (optional) 3. The job is printed 4. The job is put through a QC process 5. The job is prepared for delivery to the USPS in the mailing department 6. The job is completed by scanning a barcode on the Job Ticket (control document) that accompanies each batch of mail. This triggers the emailing of the Process Confirmation Report to the client. InfoSend's production operators, QC personnel, and Operations Manager constantly monitor the Job Tracking system throughout the day. Jobs cannot be completed in the system if each step is not passed. If a job is not competed then it stays in the Active Queue and InfoSend staff investigates to see why it was not completed. Email alerts from the system inform staff of items in the Job Tracking system that require review. c) "Identify and replace any bills, which are damaged or destroyed during a billing run." If any bills are damaged during the printing or mail preparation phases of the billing run the production department reprints them. InfoSend has developed its own Central Print program to submit print jobs to the printers and to reprint individual or ranges of bills. The program logs the operator who printed the job and the time the job was printed. When an operator reprints a bill or a batch of bills the program warns the operator that the job has already been printed, therefore avoiding accidental reprinting of a batch that has already been printed. d) "Enable reprints of individual customer bills, both immediately after the billing run and at a later date (i.e., if customer advised that a bill was not received or later requests a reprint)." The process to reprints of individual customer bills immediately after the billing run is explained in item c) above. If the City requires that a bill be reprinted on a later date it can either: 1. Contact InfoSend and ask for the bill to be reprinted and mailed or sent to the City in PDF format. (To be used on an occasional basis). 2. Use the PDF Archiving application to retrieve a PDF copy of any bill that was printed or mailed in the past. Pricing for this optional service is provided in Attachment A, "Retrieve and view bill (access to each bill printed) ". The pricing includes 6 months of bill archival at a very low per -bill fee. Other retention lengths can be selected. This application allows the City's CSR staff to search for a bill by customer name, account number, or up to three other fields. e) "Suspend a billing /printing run and correct problems." Please see answer in item (1) above. Batches can be suspended at any time. If programming is required to correct a problem then InfoSend's programming team will address the issue immediately. 24 3) 4) InfoSend Response - 12/29/2006 "Describe the process that would be used to track and manage specific and multiple mailing batches." A Job Tracking system is used to track all operations. Please see details in item 2(b) above. The client can also access the system by logging into www.infosend.com. "Describe the statistical reporting capability. Provide sample documents." InfoSend offers a variety of reports as part of its service — no reporting charge. Unless noted otherwise, all reports can be emailed to City or posted on a secure website for download, or both. Daily Report - File Transfer Acknowledgement Report This is first of two reports that you will receive after uploading a data file to InfoSend. The File Transfer Acknowledgement Report provides information on the file name, byte size, page /record count, and file receipt date. InfoSend can e-mail this report to your staff. The report is automatically uploading to our Job Tracking system and can be viewed from our online report archive; both are accessed by logging in to www.infosend.com. A sample rue I ranster TC ^`: 3M::Th Fri F_.CM INF'C..ND, :NC. F T:..E TRANSFER ACFNOWLEDGz'MENT Report is shown next: THIS t PORT CONFIRMS TaA :HE _:LE(aj ! :ST__:D BELOW HAVE 3 _:= _.:I V ELF . IF YOU :BIND ANY DISCREPANCY OR IF YOU HAVE AN1 u ESTTONS CR SPECI; L INS' -__RU::7 -_ONS REG'A'RDING THIS LIST, F:1DLY '_'iE UC A MALL A` ( %19j 5 5- c,EJJ. -HAN?� _`:D. \7214E OF FILE (S) FILE SIZE PAG^ RECORE CATE (BYTES ) COUNT i C..,_ VE 1. ABC 313 � +1 55_3_2CiS 2 15,x.1 -7/31/-`3 1 1, 5,C,5 0 3_, _,;j, 'D 3 TOTAL P'AGEB; RECORDS: 21E, 50E 25 InfoSend Response - 12/29/2006 Daily Report - Process Confirmation Report The Processing Confirmation Report is transmitted to you after your documents have been completed for mailing. This report provides the name of the file(s) that was mailed along with a detailed mail count. For statements, invoices, and other financial documents, the total dollar amount is also provided. InfoSend can e-mail this report to your staff and the report is automatically uploading to our Job Tracking system. The report can also be viewed from the online report archive, which can be accessed by logging in to www.infosend.com. A sample Process Confirmation Report is shown next: T4 JOHN SMIT:- yB ;:! Jt1=. ;,N F t. 1 71 = _ _6 -14' Fk.'i:: INFu =I:NL, INtI. �ONFIFU T_CN REFOR_ IF YO U .t..ti_ QUESTIGNS ABOUT =HIS DOr -U__M NT, PLEriS= ..S' T ------------------------------------------------------------------------ N0 — P E_Tz_ ENC E AdA 'INT f »: 1 CRIGINAL SINGLES MULTIPLES UAR SF TC^,T;t — FIIE (S ) /SPECI7-i-I, NOTE S S S TsTEhSENT yBC _ _ S . is — _1� d_,. _ —SirC _5C ------------------------------------------------------------------------ _'GT?'e_.� — Cis1 _ :6..5C' C 21562 26 InfoSend Response — 12/29/2006 Monthly Report — Excel Detail Report This report is provided in the Excel format and contains built -in sorting features. It details the counts and postage amounts for each file received. A sample is provided next: ABC COMPANY Detail Report (SAMPLE REPOR Job Code Job Type Input - File_Name RecU_Date Comp_Date Page_ Count Unit Rice Total-Price 'AEC0801 A. ST.a.TEh9EPJT ABC.0801 ST 001 811,2006 6:50 3112006 9.34 1 5548 0.13 721,214' EBPP Enrollment Report City can receive one report that lists account numbers that have been enrolled for EBPP, and accounts that have elected to turn off paper statements. The report will 1ABC0501A•Totdis also list any accounts that have been deactivated. The 10535 4574.37; ±ABC0808A ST.ATEtOENT ABC. 0808.ST 001 8 /8%?006 9:33 3/82006 1:10 1 5781 0.13 751.53i Activations Report can receive a report that lists the account numbers that have been enrolled in the service. The report will also list any accounts that have been deactivated. {AE3C0808A:rotals Lists name, utility billing account number, payment Report 5751 2514 74! !ABC0817A. STATEMENT ABC.0817.ST001 81t720068:16 8/17200611:08 1 6015 0.13 731.951 ABU51 7A- Totals 6015 2.542AT .'4BC:0828A STATEAAENT ABC 0828 ST.001 8.08,2006 5.50 828:2006 10:21 1 4987 0 13 E,48 31 ABC0525A- Totals 10535 4574.371 ? PRESORTED POStAGE 'FOTALS 67- 18,55! Grand Total 32866 21036 Other Reports Address Update Report Lists the address that matched the USPS change of address database. Available as a machine - readable or human -eye formatted report. Sample Ready for If the City requests that sample HTML bills be viewed Approval Report before the batch is posted to the EBPP system then it will receive an email when the sample file is ready. EBPP Enrollment Report City can receive one report that lists account numbers that have been enrolled for EBPP, and accounts that have elected to turn off paper statements. The report will also list any accounts that have been deactivated. The City can also choose to receive the report on accounts that have turned off paper statements separately. Email Delivery Failure The City can choose to get a report that lists suspected Report email delivery failures. Recurring Payment If automatic recurring payments are activated the City Activations Report can receive a report that lists the account numbers that have been enrolled in the service. The report will also list any accounts that have been deactivated. Electronic Payment Lists name, utility billing account number, payment Report amount, payment date and time, and payment type credit card type or ACH . Credit card or ACH account 27 InfoSend Response — 12/29/2006 number not listed for security reasons. Report can be configured several ways: ❖ Report contains all attempted payments ❖ Report contains payments that passed initial checks and were submitted to ACH or credit card network ❖ Report contains only the payments whose funds have been settled Electronic Payment Lists the payment transactions that passed initial checks Exception Report and were submitted to the ACH or credit card network and later failed. These failures create a return item and customer must be charged a fee. Examples: ❖ If customer attempts to make an ACH payment that passes the routing number check but fails due to insufficient funds a return item fee is assessed. This item is listed in the exception report. ❖ If customer attempts to make a credit card payment that passes the card number and security code check but fails due to a chargeback a fee is assessed. This item is listed in the exception report. Examples of "soft" errors that do not create a return item or chargeback fee: ❖ If customer attempts to make an ACH payment with a routing number that doesn't pass InfoSend's database of valid routing numbers no return item fee will be assessed. Customer is automatically instructed to resolve problem and retry payment. These types of failures are normally not listed in the exception report. ❖ If customer attempts to make a credit card payment with an invalid card number or security code no return item fee will be assessed. Customer is automatically instructed to resolve problem and retry payment. These types of failures are normally not listed in the exception report. Shutoff Report If the City performs customer shutoffs at the same time each week then a report can be sent to the City prior to this time that lists all payments attempted in the previous 24 hours. The City can then investigate these payments before the customer is shutoff and decide whether or not it wants to give the customer time for the payment to clear. M InfoSend Response — 12/29/2006 IV.A.2. SPECIAL DIRECT MAIL "Please describe your ability to handle special direct mail documents independent from our invoices." InfoSend has in -house digital printing equipment to print black and white, black with highlight colors (blue, red and green) and full color documents. We also have relationships wholesale offset printing vendors in the local area for high - volume, static color printing. InfoSend can process mail merges to personalize direct mail pieces with variable information. We can provide newsletters, fliers, announcements, meeting notices, bulletins, post cards, brochures and more in sizes up to 17" x 11" printed two sides. We can prepare addresses and barcode all of these pieces for best postal first class or standard ate postage for USPS delivery. IV.A.2. BILL PAYM "COSA offers same -day reconnection after a payment is received. Describe process for handling payments made by customers who are trying to reestablish service after being disconnection and /or customers who have received final notices on delinquent accounts." InfoSend will develop a webpage specifically for customers who need to reconnect their service. The City will be notified that this type of payment has been made so that it can start the reconnection process. IV.A.3 GR -50 DISASTER AND CONTINGENCY RECOVERY PLANNING InfoSend understands the importance of disaster recovery and business continuity. We do not utilize our primary facility's full production capacity because this would make it more prone to service delays from equipment failure or spikes in client volume. With this in mind InfoSend invested in a second facility that would initially serve as a backup facility and later become a full production facility. The secondary facility is owned and operated by InfoSend and located in Redlands, California. The facility contains all the equipment needed to process client mail in the event of a disaster. The pros and cons of opening an out of state disaster recovery facility were weighed and InfoSend decided to build a facility that was far enough from its headquarters to not be impacted by a power outage, earthquake, or similar disaster. But the facility also had to be close enough to be usable by InfoSend's current staff. The City of Redlands is approximately 50 miles from InfoSend's headquarters in Fullerton and is the mailing hub for the fast growing Inland Empire area. InfoSend is currently in the process of staffing the Redlands facility to make it operational on a day -to -day basis. This task will be completed by the end of 2007. InfoSend would be happy to provide a site tour of either of its facilities. We are proud of the large investment we have made into production equipment and can show the City just how efficiently the mail will be processed. The EBPP application is hosted at both locations, as is all other applications. If a disaster takes the primary system offline it can be run from the Redlands facility. Q61 InfoSend Response — 12/29/2006 InfoSend custom Customer Relationship Management program documents each client's implementation and support. The program and its data is duplicated at the Redlands facility. There are three separate backup methods in place to protect data and assure systems can be restored fully after a disaster of any type: 1. All servers are duplicated at the Disaster Recovery Facility. Data is automatically synched between the main facility and the Disaster Recovery Facility over a secure VPN. 2. Server data is backed up to tapes that are taken off -site daily. 3. An image of every system's hard drive is written to a file server after the system is setup and configured. This ensures that entire systems can be quickly restored without having to first install and configure the operating system. Disaster Recovery Plan The following outlines the steps InfoSend has taken to avoid the interruption of data processing and mail delivery and outlines the contingency planning in place to ensure that the mailing of client data is performed should extraordinary circumstances arise. Systems Information Data Processing: 1. System -wide security policies measures protect data from internal and external threats. 2. External third -party security monitoring alerts InfoSend if there is a potential security risk. 3. Client programs are written separately and are not run off a template — ensuring accuracy and allowing for programs to be run separate of one another. 4. Client programs can be run at InfoSend's Disaster Recovery Facility. (Please refer to the section labeled "Off -Site Location" for more information). 5. Multiple methods of secure data transmission are available to ensure that client data reaches InfoSend securely, quickly, and in whole. Before data is processed backup copies are made. 6. Anti -virus definitions are updated automatically as they become available to protect client data from viruses, Trojan horses, worms, etc. Anti -virus software is installed on each client PC, and on the corporate mail server. 7. Software updates are tested and applied to harden systems. Subscriptions to e -mail security bulletins inform IT staff of security holes in software products as soon as this information becomes available. till InfoSend Response — 12/29/2006 8. Backup data is verified on a routine basis to ensure that it is useful should the need to use it arise. Backup /Restore Plan: 1. Three separate backup methods are in place to protect data and assure systems can be restored fully after a disaster of any type: i. All servers are duplicated at the Disaster Recovery Facility. Data is automatically synched between the main facility and the Disaster Recovery Facility over a secure VPN. ii. Server data is backed up to tapes that are taken off -site daily. iii. An image of every system's hard drive is written to a file server after the system is setup and configured. This ensures that entire systems can be quickly restored without having to first install and configure the operating system. 2. The RAID system is used on all servers to ensure that data remains available in the event of a hard disk failure. 3. InfoSend internally develops its programs and systems, so IT staff members are always available to handle potential problems. Hardware /Communications: 1. Client programs are run on industry- standard X86 based workstations, readily available in the marketplace. Backup policies ensure that computer theft could not cripple operations. 2. Enterprise class firewalls are used to safeguard data, using a combination of the layer -3, layer -4, and layer -7 security technologies. 3. InfoSend's main facility uses two T1 broadband connections provided by different ISP's to ensure that Internet communications are always available. 4. InfoSend employs the use of Load Balancing /High Availability equipment to manage the traffic from its Internet providers. InfoSend can sustain the loss of one broadband line without any impact to production. 5. Hardware firmware updates are tested and applied to harden systems. Subscriptions to e-mail security bulletins inform IT staff of security holes in hardware products as soon as this information becomes available. 6. InfoSend uses multiple printers and printer types to ensure that a printer supply shortage or hardware issues do not delay production. 7. InfoSend's employs around the clock service contracts for production printers and servers to ensure that hardware problems do not hamper production. 8. LAN servers and web servers are kept on separate networks to ensure that there is no unauthorized data access via the net. Only authenticated users of InfoSend's intranet can access the data. Labor InfoSend's employees are cross - trained and can manage tasks that span the 31 entire production process. At InfoSend's operations can run normally with the absence return or another person is trained for their production. Disaster Recovery Facility InfoSend Response — 12/29/2006 current size and capacity, of key personnel until they position with no effect on ■ InfoSend owns and operates a second production facility designated for Disaster Recovery. ■ Location: 1475 W. Park Avenue Redlands, California. ■ The facility is outfitted with data processing, printing, mailing and general office equipment and supplies. All mail produced in the Redlands facility will be delivered to the main Post Office Hub of Redlands. • This facility is available for mail processing if the main facility is not functional for any reason. • Multiple production printers and inserters are installed at the Disaster Recovery Facility. Primary Facility Operational Logistics • The company currently occupies three adjacent but separate buildings. Fire doors separate the buildings, which prevents a possible fire in one building from spreading to another. • The building is outfitted with security doors that require those who enter the building to have access control cards. This allows InfoSend to monitor the traffic going through all entry and exit doors. Visitors may gain entry into our facility by using the intercom located at the front door. • InfoSend is protected with a modern security network. Each authorized user keeps an individual security code and may only access the premises during appropriate business hours. The building is armed during off hours. If the alarm should go off, the local Police Department's average response time is less than 10 minutes. • Critical servers and network equipment is centrally located and only accessible to managers and assigned staff. Materials: InfoSend's envelope and form suppliers keep a reserve of materials at their facilities. Reserves of custom and standard forms are maintained at the disaster recovery facility. Mail House Logistics: 32 InfoSend Response — 12/29/2006 InfoSend works multiple production lines, each of which can operate independent of the others in the case of an equipment failure. Please contact your account representative for a full listing of the current production equipment in use. Testing The Disaster Recovery facility is continually visited by InfoSend's management and technical staff to test the facilities systems, power, and other resources. InfoSend's IT staff is immediately informed if the backup systems are offline and cannot receive data. Describe your contingency planning, documentation and testing processes using the following scenarios: (1) Technology failure or interruption (e.g., data processing, communications), The primary facility uses two full T1 lines from different vendors to ensure that clients can always access the system. Should both lines go down the second facility's systems can be used. Multiple workstations ensure that system failure does not affect processing, as do backup servers and redundant moving parts within each server. 2) Labor interruption, All of the departments listed below have at least 3 staff members to ensure that production is not delayed if a staff member is sick or out of the office: • Printing ■ Mailing ■ Client Support The disaster recovery facility is currently being transitioned to a fully staffed facility. This will allow it to be operated even if there is a catastrophic problem at the primary facility that renders its staff unable to operate the machinery at the disaster recovery facility. 3) Unavailability of physical premises, or The disaster recovery facility will be used if the physical premises are not available at the primary facility in Fullerton. 33 InfoSend Response — 12/29/2006 4) Operational disruption (due to any cause) such as a power outage. The disaster recovery facility will be used if there is an operational disruption at the primary facility in Fullerton. ATTACHMENT E (Continued) II.A.3 MISCELLANEOUS VENDOR'S APPLICATION, SOFTWARE AND MAINTENANCE UPDATES 1) There are no scheduled downtimes. All system maintenance is performed after - hours. Since InfoSend's services are provided in the Application Service Provider (ASP) format, there are no software versions. Changes and improvements to the services evolve over time and are tested on InfoSend's end without requiring the client to make changes to their systems. 2) "How will the vendor's help desk calls be handled? What are the hours of operation ?" a. Standard customer service is provided from 8:OOam to 5:OOpm, Pacific Time. After -hours customer service is available 24 hours a day with a 4 -hour response time via an answering service. b. InfoSend is always open on the same days that our municipal utility clients are open. The holidays that Customer Service takes are New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. c. The toll free number to contact Customer Service is (800) 955 -9330. The toll free after - hours answering service number is given during implementation. There is no charge for support and it is unlimited. 3) "What training is included for CSR's and system administrators ?" Training is provided for how to use the InfoSend website to upload files to InfoSend, review samples, track files, request inserts, and download reports. Training is also provided for the CSR tool that is used to research customer questions related to the electronic bill presentment and payment service. 4) "Are there any minimum technical requirements for a CSR/Customer to access EBPP ?" Yes — the CSR/Customer must have an internet browser capable of supporting 128 bit SSL security. The EBPP site is only accessible over a secure connection and access is denied if the user attempts to manually change the EBPP URL to go over a non - secure connection. The 128 -bit SSL protocol is industry standard for all secured websites and supported by the vast majority of browsers. This type of security became standard on Microsoft operating systems with the release of Internet Explorer 3.0, which came out with the second revision 34 InfoSend Response — 12/29/2006 of Windows 95. Users who had the first version of Windows 95 were able to download Internet Explorer 3.0 to upgrade their systems. Basic JavaScript is also required. This is also a standard feature of the vast majority of browsers in use today and many websites do not work properly without it. The EBPP system does not require the user to have a PDF viewer or a Java platform. 5) What kind of documentation will be provided? Documentation is provided on the EBPP CSR tool. A quick reference guide is provided for the InfoSend website itself. 6) Monthly maintenance. InfoSend will not charge the City for the monthly maintenance. All maintenance is inclusive of the per -bill printing and online presentation fees. IV.A.13 PERFORMANCE GUARANTEE "Vendor shall provide suggested performance standards against which compliance with the contract shall be measured. Failure to comply with measurements will results in penalties to be determined during contract negotiations." 1.) Timeliness of Statement Mailing /Presentment InfoSend will print +mail and electronically present bills per the RFP specifications. Failure to perform duties in the agreed upon timeframe will entitle client to service level credits. Exceptions: a.) If InfoSend's automated systems are unable to process the client's data file due to an unscheduled data format change on the client's end. InfoSend will contact the client and request that the file be resubmitted in the correct format. Should client not be able to send the data in the previous format due to a system change, time will be needed for InfoSend to make programming changes. Client should therefore notify InfoSend in advance if its data format is going to change. InfoSend requests that it be notified at least 4 weeks in advance of a data format change. b.) If client requests that samples of the bills are reviewed and approved before they are printed /posted and fails to approve samples within a few hours then a delay may be caused. 2.) Bill Accuracy InfoSend will print/post bills free of any errors. Failure to print/post bills accurately will entitle client to service level credits. Exceptions: a.) If client sends incorrect data there is a good chance that InfoSend will also repeat the error. Example — client submits data in which the balance due from the first customer in the file is incorrectly repeated in the balance due for the second 35 InfoSend Response — 12/29/2006 customer in the file. The sample approval process can help the client catch his or her own error. b.) If client sends a customer record, which contains data that would not currently fit on the printed statement, then truncation will occur. Example — if the current printed statement is formatted to display a 20- character or less customer first name and a data file is submitted that contains a 40- character customer first name then data truncation will occur. If client is adding a new field to its data format or is including new data elements in existing fields, it is recommended that it send InfoSend a test file to ensure that data truncation will not occur. 3.) Availability of websites InfoSend employs the use of multiple internet connections from different Internet Service Providers to maximize website uptime. The websites will be accessible by customers and CSRs at all times. Exceptions: a.) InfoSend performs periodic system maintenance that can require temporarily taking the websites offline. If this type of maintenance is required the downtime generally lasts for less than 1 hour. This type of maintenance is performed after hours. b.) If a critical security update becomes available outside of the maintenance window described above that requires a temporary website outage, InfoSend will install the update if it determines that postponing the update will put the client's data at risk. These types of updates are rare and can generally be applied without requiring the websites system to be taken offline. If an interruption of the systems is required for this type of update, the outage will generally last only a few minutes. C.) If the EBPP system is inaccessible by a customer due to a problem on the customer's end then InfoSend will not be penalized. Examples include a hardware or software problem with the customer's computer, inability to access the internet because of a problem with the customer's Internet Service Provider, a DNS problem with customer's computer that makes the InfoSend EBPP site appear to be offline when it is not. Client will judge customer complaints of EBPP outage by using the following procedures: i. If a customer calls or emails client and states that the EBPP is down or responding very slowly, client will attempt to access the EBPP system to see if it can connect at normal speeds. If client can connect to the EBPP system at that time and the site is responding then the problem is most likely on the customer's end and InfoSend will not be penalized. Client will advise the customer to check to ensure that their computer can connect to other websites and try to connect to the EBPP system again. ii. If neither the customer nor the client can connect to the InfoSend EBPP then the client will check to see if other websites, like www.google.com and www.yahoo.com are accessible. If other common websites are loading very slowly or not accessible at all then the problem could be caused by a major internet backbone outage. In this scenario InfoSend will not be penalized. iii. If neither the customer nor the client can connect to the InfoSend website but the client can connect to other common websites like www.google.com and www.yahoo.com, then the client can suspect 36 InfoSend Response — 12/29/2006 that the problem is on InfoSend's end and instruct the customer to try to connect to the website at a later time. The client will immediately notify InfoSend of the potential problem. InfoSend will then attempt to verify and diagnose the issue and will contact the client with more information on it as soon as it becomes available. The client will be eligible for a service level credit. IV.A.6 IMPLEMENTATION AND TRAINING SERVICES InfoSend does will not charge the City for implementation or training. InfoSend has reviewed the milestone dates provided in the RFP and the go -live date of March 1, 2007 is achievable and practical. We recommend that the implementation of the printing and mailing service and the electronic bill presentment and payment service be staggered by at least 4 weeks to streamline the installations and allows the City to adjust to outsourcing its printed bills before the electronic bill presentment begins. InfoSend will begin the electronic bill presentation implementation at the same time that the print implementation is started, but will hold its questions for the City until the print service goes live. InfoSend proposed implementation key dates: January 15, 2007 — InfoSend to begin the implementation of the print and mail service. February 16, 2007 — City to begin parallel testing of InfoSend's bill printing and mailing service. The City will upload files to InfoSend daily and they will be processed and posted in PDF format but not mailed. InfoSend will provide training of how to use the www.infosend.com website to manage the print process on this day. The training will last approximately (1) hour and can be performed at the City or at InfoSend. The individuals from the City that should be trained are the staff members that are involved with the day -to -day operations of utility billing, and their supervisors. March 1, 2007 — Go -live of printing and mailing service. The City is welcome to visit InfoSend and observe the first mailings if it wishes to do so. March 5, 2007 — InfoSend now begins submitting questions regarding the electronic bill presentment and payment service to the City. A weekly conference call is facilitated for each party to ask questions of each other and finalize service options. March 30, 2007 — City to begin testing the electronic bill presentment and payment service. InfoSend will provide training of how to manage the service. The training will last approximately (3) hours and can be performed at the City or at InfoSend. The individuals from the City that should be trained are the staff members that are involved with the day -to -day operations of utility billing, and their supervisors. 37 InfoSend Response — 12/29/2006 II.A.7 PROJECT MANAGEMENT InfoSend will provide a single point of contact for the entire project and also assign a second project manager to be involved with the project from start to finish to ensure that there are always two people who are aware of the project progress. This ensures that the project is not delayed if the primary project manager becomes ill. Josue Martinez will be the primary project manager, and Russ Rezai will be the second project manager. Both Josue and Russ will attend each meeting /conference call with the City and keep track of the project in InfoSend customized Customer Relationship Management system. Resumes Name Josue Martinez Experience InfoSend, Inc. Fullerton, CA (2000 — present) Implementation Specialist • Has managed over 40 city/water district installations • Has managed over 20 city/water district software conversions (from legacy client utility billing system to new utility billing system) • Trains and leads the support department • Liaison between customers and programming Education AA Information Systems — Fullerton College (2002) BS Information Systems Development and Science — Cal State University Fullerton (pending completion) Proficient in programming, layout design, and database management using the following software: Microsoft FoxPro Crystal Reports Adobe Illustrator MySQL Name Russ Rezai Experience InfoSend, Inc. Fullerton, CA (2001 — present) Vice President of Development • Manages research and development • Overseen the development of utility- targeted services since 2001 • Creation of online services department • New product and service development and deployment — including EBPP • Creation of variable data digital color printing department InfoSend, Inc. Fullerton, CA (1996 -1997) Company Co- Founder W InfoSend Response — 12/29/2006 IV.A.8 GENERAL INFORMATION AND REFERENCES InfoSend Company Profile Mission Statement: "Our goal is to provide the best possible services along with cost savings to our customers in an accurate, reliable, and timely manner - with a personal touch." InfoSend, Inc. has been providing data processing, statement printing and mailing services to various industries since 1996. In addition to these services InfoSend offers fully hosted and managed e- Billing services. The Electronic Bill Presentment & Payment (EBPP) service can be used as a stand -alone service or integrated with the print and mail service. Incorporated on Jan 17, 1997 in California, InfoSend is a privately held company. InfoSend's core competencies are information technology, document formatting, and document production. The company's founders have over 35 years of combined Information Technology experience. This background has helped InfoSend adapt to technology changes and introduce new services to meet our clients' needs. We are continually refining services and adding to the equipment necessary to produce financial documents. Customer Service InfoSend's staff can be reached by calling our office toll free at (800) 955 -9330, or by dialing (714) 525 -8600. Live support staff answers phone calls and can also be reached via email. Most customer service inquiries can be resolved within the initial phone call or e-mail. Locations The Company currently owns and operates out of three conjoined buildings occupying approximately 30,000 sq ft. The buildings are located in Fullerton, California. The mail pieces that are produced at our Fullerton facility are delivered to the main Post Office Hub of Anaheim, California, which is approximately four (4) miles from the facility. InfoSend Headquarters: 1041 S. Placentia Avenue Fullerton, CA 92831 -5105 39 • Supported in development of new company in 1996 • Laid groundwork for future IT development between 1996 and 1997 • Began research into Electronic Bill Presentment and Payment Services • Stayed active part-time with company while studying at UC Santa Barbara Education BA Business Economics from University of California, Santa Barbara (2001) Proficient in Website /Forms Design using Following Applications /Languages: HTML, Crystal Reports, Adobe Illustrator IV.A.8 GENERAL INFORMATION AND REFERENCES InfoSend Company Profile Mission Statement: "Our goal is to provide the best possible services along with cost savings to our customers in an accurate, reliable, and timely manner - with a personal touch." InfoSend, Inc. has been providing data processing, statement printing and mailing services to various industries since 1996. In addition to these services InfoSend offers fully hosted and managed e- Billing services. The Electronic Bill Presentment & Payment (EBPP) service can be used as a stand -alone service or integrated with the print and mail service. Incorporated on Jan 17, 1997 in California, InfoSend is a privately held company. InfoSend's core competencies are information technology, document formatting, and document production. The company's founders have over 35 years of combined Information Technology experience. This background has helped InfoSend adapt to technology changes and introduce new services to meet our clients' needs. We are continually refining services and adding to the equipment necessary to produce financial documents. Customer Service InfoSend's staff can be reached by calling our office toll free at (800) 955 -9330, or by dialing (714) 525 -8600. Live support staff answers phone calls and can also be reached via email. Most customer service inquiries can be resolved within the initial phone call or e-mail. Locations The Company currently owns and operates out of three conjoined buildings occupying approximately 30,000 sq ft. The buildings are located in Fullerton, California. The mail pieces that are produced at our Fullerton facility are delivered to the main Post Office Hub of Anaheim, California, which is approximately four (4) miles from the facility. InfoSend Headquarters: 1041 S. Placentia Avenue Fullerton, CA 92831 -5105 39 InfoSend Response — 12/29/2006 InfoSend's second facility is located in Redlands, California. This facility is also owned and operated by InfoSend and serves as the company's disaster recovery site. The site is fully networked and data is synched up from the Fullerton facility to the Redlands facility automatically. The facility is approximately 1 mile from main Post Office Hub of Redlands. Disaster Recovery Facility: 1475 W. Park Avenue Redlands, CA 92373 -8178 Description of Print & Mail Service InfoSend provides a free and secure upload form that authorized users can access to transmit files. Alternatively, you can automate your transfers using FTP or use a dial -up modem. Upon the receipt of the data file, a File Transfer Confirmation report will be sent via e-mail. Your data is then processed, address validated, presorted, printed, put through Quality Control (QC), folded, inserted, and mailed within 24 hours. Files transferred and approved before 9:00 a.m. Pacific Time are processed and mailed the same davl After your data has been processed and mailed, you will receive a detailed Process Confirmation report of the data processed for your records. The confirmation reports are available online at www.infosend.com. Programming InfoSend creates a custom program that reads your data and inputs it to InfoSend's database for processing. Common export formats are character delimited, XML, SDF, and flat ASCII. Our programmers will adapt to your file format instead of asking you to conform to a predefined template. InfoSend has successfully accepted data originating from a variety of different billing systems — including licensed and custom financial management platforms. We have the ability to suppress the printing of certain statements or invoices based upon specific criteria: account type, customer account number, dollar amounts, etc. CASS Certification: In accordance with postal regulations for presorted first class mail, we use CASS Certified software when processing incoming data. This software validates and presorts all customer delivery addresses into zip code order while adding the barcode and zip +4 extension. InfoSend can suppress the mailing of documents containing invalid addresses and instead report them to you in an electronic file. Forms Documents are printed on white or preprinted color forms. Custom preprinted forms allow InfoSend to match your logo colors and provide high quality screens. Both options are provided at the same price. Inserting 40 InfoSend Response — 12/29/2006 InfoSend maintains a variety of mail folding and inserting equipment. Intelligent or "Selective" Inserting is available, which allows you to target specific customer groups with different mailing inserts such as special flyers or newsletters. Intelligent Inserting will also allow you to exclude a #9 return envelope for all customers participating in an automatic payment program (ACH). If you require intelligent inserting, please contact your sales representative to go over the requirements. Inserts /Statement Stuffers: Any special inserts /flyers /stuffers prepared by the client can be inserted with the bills. Additionally, InfoSend offers full graphic arts services including design and for int g of inserts. InfoSend's online Insert Request Form is an innovative customer service tool that streamlines insert management. Request a quote for printing and schedule all of your inserts online. Submit the form through our website and a summary of the request will be returned to the user via email. View the previous requests for your account online as well. Quality Control InfoSend's Quality Control (QC) is one of the company's most unique internal programs. Printed documents are always put through a QC process before being released to the mailing department. InfoSend has invested in this additional service for the benefit of our customers, free of charge. Each QC operator checks for print quality and follows on- screen prompts that are specific to the client. Each individual mailing application can have its own set of items to check for. Message Manager This free customer service tool is a custom built web -based application that allows you to control the messages that print on your documents. You can schedule the messages months or even years in advance! You can assign unique messages to different types of customers, or even to individual account numbers or account number ranges. Address Updates InfoSend offers the NCOALink service in conjunction with the United States Postal Service. The service is optional and replaces the small postcard or photocopy that the post office provides you when a customer fills out a change of address form but does not contact you to give the new address information. If you choose to use NCOALink then InfoSend will use the NCOA database to update your addresses before the document is printed and mailed. The cost is $0.50 per updated address. Exception Processing Exception Processing, or EP, is an optional service that allows you to approve, cancel, or hold individual bills based on predetermined criteria. You may choose to flag exception bills within the data, or InfoSend can build the custom exception rules on your behalf. Example: All bills with dollar amounts over $500,000, or less than $5.00, could be posted to the InfoSend website for individual approval. 41 InfoSend Response — 12/29/2006 Please inform us if you would like a price for this service. PDF Document Archiving PDF document archiving is an optional service. This is a document archiving tool used by your customer service representatives to download electronic copies of any document that InfoSend mails. This web application allows you to query the database by customer name, account number, or up to three other custom fields. Documents are archived as individual PDF files, which gives you a quick download time. Your CSRs can use this service to research customer inquiries by viewing a carbon copy of the printed bill. Pricing is based on how long the documents are retained. EBPP Electronic Bill Presentment and Payment (EBPP) is an optional service. Give your customers the ability to pay their bills online and send bills to them via email. You can save postage costs by eliminating paper bills! The service is also commonly referred to as e- Billing or Online Billing. The portal is customized to match the look of your website and you can choose your own name for it. The City of Chino uses InfoSend's e- Billing service and chose to name it e- BiIIPay. The following is a screenshot of the login page: Welcome to the City of Chino e- BillPay Login Area e- BiIIPay To subscribe you account for City of Chino e•SitlPay, click on the bettor? below. }�51F SV85Y32iD1'$3Pf This system makes it easy for our custorrrers to manage their own utility account. Customers can choose to receive statements by a. mail, make ovine payments, sign up for recurring payments, or update their information. To subscribe, simply click on the New Subscription button. If you experience any difficulties, please contact us by rl_ck_r Login Id: Password lAGlN ( FOMOT PA$511M RE�c'T Job Tracker and Sample Approvals The InfoSend website contains a variety of account management tools that you can use. The Job Tracker gives you real -time monitoring of the data files that it has submitted to InfoSend for processing. The Job Tracker informs you whether your file is being processed, printed, put through QC, or in the mailing department. Confirmation reports are uploaded to the job tracker for easy reference. You can use the job tracker to approve samples of printed bills or online bills in the HTML format. 42 InfoSend Response — 12/29/2006 References City of Anaheim 714 765 -4531 201 S. Anaheim Blvd, #107 Russell Whitcu , Utility Services Supervisor Anaheim, CA 92805 rwhitcup@anaheim.net The City of Anaheim transmits 85,000- 105,000 statements per month to InfoSend. Files are sent to InfoSend daily for printing and mailing. The City of Chino 909 464 -8357 13220 Central Avenue Olga Mallen, Utility Billing Manager Chino, CA 91710 omallen@cityofchino.org The City of Chino transmits 17,000- 18,000 statements per month to InfoSend. Files are transmitted to InfoSend weekly for both printing and online presentment. Ell Toro Water District 949 837 -7050, ext. 234 24251 Los Alisos Dave Westphal, Customer Service Manager Lake Forrest, CA 92630 dwestphal@etwd.com El Toro Water District transmits 8,000 — 10,000 statements per month to InfoSend. Files are transmitted for printing and mailing. Partial List of California Utility Clients References have been provided prior to this section. Additional California utility clients have been listed below. InfoSend currently services over 50 utilities in the State of California. Azusa Light and Water City of Calistoga City of Cotati City of Huntington Beach City of Livermore City of Morgan Hill City of Roseville — New client who chose InfoSend in late 2006 to provide e- Billing City of San Clemente City of Santa Cruz — New client who chose InfoSend in late 2006 City of Sonoma City of Sunnyvale Dublin San Ramon Services District Mammoth Community Water District Mesa Consolidated Water District North Marin Water District North Tahoe Public Utility District 43 InfoSend Response — 12/29/2006 Valley of the Moon Water District Sample Materials Sample materials are included at the very end of this bid. Samples include utility bills from three different InfoSend clients. Sample envelopes have also been provided. IV.A.8 INFORMATION ON TRANSFIRST, LLC The Public Sector and TransFirst As a municipal merchant services provider, CMTA, CSMFO, and GFOA member, TransFirst understands the demands placed upon government finance staff. Our deep understanding of the unique Government environment positions TransFirst as the ideal payment processing partner for all facets of the public sector. We recognize that the wide spectrum of government agency requirements provides for unique needs to be met, and that a retail -based payment transaction system cannot be forced to fit into the public sector environment. Government agencies require cost - competitive services and equipment that are robust, yet easy to use and are backed by superior training and in -house customer service. Management and Control Structure Project management and maintenance will be provided through a flexible, integrated relationship. Analysis of the current structure status, design of the rollout and an adaptive implementation will be essential elements of a successful partnership with City of Santa Ana. The following executive resumes include key staff responsible for the performance of a contract awarded to TransFirst Holdings by The City of Santa Ana. Additionally, our Government Services Division will be responsible for the day -to -day activity. Specially qualified support staff will be assigned to ensure that all facets of City of Santa Ana account activity are addressed as necessary. Project Staff The following staff members have extensive experience with the testing, training and successful rollout of merchant services to the public sector and will be supported by additional qualified personnel to insure a successful rollout and ongoing partnership. • Mr. Leo Daboub: Senior Vice President/ Manager of Business Development/Government Services Division. • Mr. Walt Patterson: Vice President, Government Services Division 44 InfoSend Response — 12/29/2006 • Ms. Sharon Mahoney: Government Services Division. System infrastructure TransFirst infrastructure is CISP, PCI and SAS 70 compliant. Due to our size and flexibility we are able to accommodate an aggressive growth schedule while maintaining an unprecedented level of service. With the utilization of TransFirst direct payment processing applications, the credit, debit card and ACH processing capacity of TransFirst is beyond the requirements set forth in this RFP. Following is a summary of the services that TransFirst provides to our clients: • Acceptance of all credit and debit cards • ACH processing • Direct processing of daily deposits by TransFirst to Santa Ana's bank of choice. • Manual and Automatic recurring credit card and ACH payment • Advanced virtual terminal and payment gateway • Stored value, Electronic gift and customer loyalty cards • Direct collection via EFT (electronic funds transfer) • Issuance of private label co- branded pay cards • Full service Internet development, and e- commerce capability Additional in -house Services: - TransFirst has set superior industry standards by having these critical departments in —house for better quality control. • Customer Service Dept — 24/7 customer service support • Risk Dept. — We oversee all of your transaction activity for greater accuracy in fraud protection • Terminal Deployment Dept. — All terminal orders are taken care of at our headquarters facility for downloading, testing and shipping. • IT Dept. — For all integration, upgrades, technical assistance and state of the art reporting. 1. B. KEY STRENGTHS Key strengths of TransFirst's proposed solution include: • Project management team with extensive experience in related projects in the public sector. • Proven implementation and conversion methodologies tested and utilized in various public sector projects. • Best of breed electronic payment processing services with a focus on flexible, technology driven payment processing solutions and reconciliatory reporting. • In -house I.T. staff for integration with all prevailing POS technology and software. 45 InfoSend Response — 12/29/2006 • Single contact customer support through TransFirst with full transaction cycle system access (payment acceptance, payment processing, and depository services). • Visa CISP and PCI Certifications and Compliance. • Offering of multiple payment channels, including over - the - counter, over -the -phone (on- behalf-of), remote terminal, Internet, IVR, and shopping carts. • Transaction and data reporting capabilities, methods, and flexibility. Authorizing Support TRANSFIRST supports various authorization methods such as Lease line, dial -up, Internet, frame relay, wireless, debit, check guarantee, electronic check conversion, and stored value cards. These payment methods can be processed on a variety of point -of -sale terminals, software, internet or telephone interfaces. Transaction and Financial Reporting The TRANSFIRST Government Services team can tailor a transaction and financial reporting process to make bookkeeping tasks easier and more efficient, including a `gateway system' for all City of Santa Ana facility locations that enables the financial services staff to view all activity under one account, by sector or district area, or by individual location— online and in print — while still having all facilities report individually. Privacy standards and Assurances - Security standards, including personnel, physical, and information technology. TransFirst maintains LISP, PCI and SAS 70 compliance with regularly scheduled audits. Within this compliance certification, our I.T., operations facilities, employees and general infrastructure are maintained at optimum levels to ensure that the highest level of security and information privacy is maintained as is routinely monitored and audited by the Card Associations. Service level options TransFirst can offer for City of Santa Ana operations. Our organization can provide services ranging from simple implementation of P.O.S. terminaWpinpads to software integration. Our in -house I.T. department has extensive experience with the development of payment solutions and their integration into various software platforms. As a full- services electronic transaction processor, we are committed to providing secure services at the forefront of technology. Ability to monitor and help control high- dollar transactions. The TransFirst in -house risk department is charged with monitoring account activity and watching for any aberrations in ticket size (too high), volume or any other detail outside of the account specific parameters set forth by City of Santa Ana requirements. Key elements of a transition plan or strategy for taking over City of Santa Ana's electronic payment processing services. InfoSend Response — 1212912006 TransFirst's Government Services team will meet with City of Santa Ana to evaluate the current status and immediate needs and requirements. Furthermore, meeting with City of Santa Ana staff to design a plan of transition upon which we will meet with applicable City of Santa Ana department heads to ensure a smooth implementation and assess future integration requirements and possibilities. Additionally, the team will work with City of Santa Ana staff to prepare an implementation and integration timeline. Product installations are carefully planned, tested and scheduled for a smooth and trouble -free rollout, thus ensuring a transition with no downtime. Our training program is available before, during, and after system implementation at no additional cost. Throughout the system launch process, the account is thoroughly reviewed and tested for accuracy. In summary, our Government Services Division (GSD) will: Evaluation — We evaluate individual department/agency specifications and requirements. Installation — All installations are planned, tested and scheduled at your Department's convenience for smooth and trouble free rollouts insuring seamless transitions with no down time. Training — Training is available upon request before, during and after rollout of the account. Launch — New accounts are thoroughly reviewed and tested for accuracy before and after rollouts. Training will be provided directly to department heads/staff with on -site hands -on training, training manuals, on -line resources and ongoing training detail as necessary. Initial training will be based upon review of municipal systems and staff infrastructure. Typical training is usually over a two week period or as necessary to insure proficiency. 47 ACCMD to CERTIFICATE OF LIABILITY INSURANCE Da1e`mm' ° "yy' 3/15/2007 Producer Ad Odebiyi THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. Wood Gutmann & Bogart Insurance Brokers 15901 Red Hill Ave., Suite 100 THIS CERTIFICATE DOES NOT AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. Tustin CA 92780 714 505.7000 www.wgbib.com License No. 0679263 INSURER National Fire Insurance Cc of A Hartford - CNA INSURER Houston Casualty INSURER Insured Infosend Inc INSURER 1041 S. Placentia Ave. Fullerton CA 92831 INSURER E COVERAGES THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR TYPE OF INSURANCE POLICY NUMBER POLICY EFFECTIVE DATE MMIDDIYY POLICY EXPIRATION DATE MM DD /YY LIMITS • GENERAL LIABILITY COMMERCIAL GENERAL LLIyIAIIB CLAIMS MADE IJOCCUR 2084652901 2/24/2007 2/24/2008 EACH OCCURRENCE S JUU FIRE DAMAGE (An one free s MED EXP (An on person) 3 10,000 PERSONAL & ADV INJURY $ 2 000 000 GENERAL AGGREGATE $ 4,000,000 GEN'L AGG LIMIT APPLIES PER PRODUCTS - COMP /OP AGG $ 4 O 3 POLICY FJPROJECT LOG I • AUTOMOBILE LIABILITY ANY AUTO ALL OWNED AUTOS SCHEDULED AUTOS 2084652901 2/2412007 2/24/2008 COMBINED SINGLE LIMIT a 1,000,000 BODILY INJURY (Per person) S BODILY INJURY (Per accident) $ HIRED AUTOS NONOWNEO AUTOS -. I 'I i. PROPERTY DAMAGE (Per accmenp IS GARAGE LIABILITY ANY AUTO A -- AUTO ONLY - EA ACCIDENT $ OTHER THAN EA ACC AUTO ONLY: AGG S E EXCESS LIABILITY EACH OCCURRENCE S AGGREGATE $ OCCUR F CLAIMS MADE S S DEDUCTIBLE i.`•" ' S RETENTIONS WORKERS' COMPENSATION & STATUTORY LIMIT I OTHER EL EACH ACCIDENT S EMPLOYERS' LIABILITY EL DISEASE - EA EMPLOYEE S EL DISEASE - POLICY LIMIT s E Errors& Ommissions 7 ' -1 s 1' 6 12/1 UO _ 1,0—ff DESCRIPTI N OF OPERATION Ly CA I I N VEHICLE EX LU ION A D BY ENDOR EM PECIAL PR VI ION T "10 Day Notice of Cancellation for NonPayment of Premium CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE City of Santa Ana E30RA. (DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO MAIL SUCH NOTICE SHALL IMPOSE NO OBLIGATION Attn: Christine Duarte 20 Civic Center Plaza Santa Ana CA 92701 -4058 OR LIABILITY OF ANY KIND UPON THE COMPANY, ITS AGENTS OR REPRE- SENTATIVES. 10 Days for Non - Payment of Premium AUTHORIZED REPRESENTATIVE Peter Barsky \J U V ACORD 25 -S (7197) ©ACORD CORPORATION 1988 IMPORTANT If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). DISCLAIMER The Certificate of Insurance on the reverse side of this form does not constitute a contract between the issuing insurer(s), authorized representative or producer, and the certificate holder, nor does it affirmatively or negatively amend, extend or alter the coverage afforded by the policies listed thereon. 7 ACORD 25 (2001 /08) created at www.eCensONLINE.com 04/10/2007 12:52 FA% STATE COMP INSURANCE Z002 POLICYHOLDER COPY Sp STATE P.O. BOX 420807, SAN FRANCISCO,CA 94142 -0807 COMPENSATION INSURAANCIE a.O FUND CERTIFICATE OF WORKERS' COMPENSAT�I,&LRVAtNdu 4.24 ISSUE DATE: 03 -16 -2007 (iROI�l�P�tt��: 00056 AA POLdO'(rMJUMBER: =54 N2e0e CE-RT , 01- IL CERTp t Ip. EXPIRES: O2 -2006 02- 01- 2007/02 -01 -2006 CITY OF SANTA ANA SP 20 CIVIC CENTER PLZ SANTA ANA CA 92701 -4058 This is to certify that we have issued a valid Workers' Compensation insurance policy in a form approved by the California Insurance Commissioner to the employer named below for the policy period Indicared This policy is rot subject to cancellation by the Fund except upon30 days advance written notice to the employer. We will also give you 30days advance notice should this policy be cancelled prior to its normal expiration. This certificate of Insurance is not an Insurance policy and does not amend, extend or alter the coverage afforded by the policy listed herein. Notwithstanding any requirement, term or condition of any contract or other document with respect to whicn this certiflwte Of insurance may be issued or to which it may pertain, the insurance afforded by the pulley described herein Is subject to all the terms, exclusions, and conditions, of such policy. V 70RIZEDREPWRESENTATIA0 PRESiOENT EMPLOYER'S LIABILITY LIMIT INCLUDING DEFENSE COSTS: 51,000,000 PER OCCURRENCE. ENDORSEMENT #1600 - REZAI, MAFMD00 P,S T - EXCLUDED. ENDORSEMENT #2065 ENTITLED CERTIFICATE HOLDERS' NOTICE EFFECTIVE 03- 16-2007 IS — ATTACHED TO AND FORMS A PART OF THIS POLICY. EMPLOYER INFOSEND INC. SP 1041 S PLACENTIA AVE FULLERTON CA 92881 IJTT,CS1 PRINTED : 03 -16 -2007 aEm: -051 ACORD-,, CERTIFICATE OF LIABILITY INSURANCE DATE , 2/5/2010 Y' PRODUCER JONES AND COMPANY INSURANCE AGENCY THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION 505 S. VILLA REAL ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR SUITE 115 ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. ANAHEIM HILLS CA 92807 (877) 566 -3726 INSURERS AFFORDING COVERAGE INSURED INSURERA Employers Fire Ins Co NAIC #20648 INFOSEND, INC. INSURER B United Financial Casualty Co NAIC #11770 1041 S. PLACENTIA AVE 0Gb INSURER c AXIS Surplus Insurance Company NAIC #26620 INSURER D FULLERTON CA 92831 INSURER E. Ct7VFROrFB THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT. TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS INSR TYPE OF INSURANCE POLICY NUMBER POLICY EFFECTIVE- POLICY EXPIRATION LTR DATE MM /DD/YY DATE MM /DD /YY LIMITS GENERAL LIABILITY EACH OCCURRENCE $ 2,000,000 X COMMERCIAL GENERAL LIABILITY FIRE DAMAGE (Any one fire) $ 300,000 CLAIMS MADE X OCCUR MED EXP (Any dr_�oc�cottn) :',_',,? 5,000 A 1 U46885 2/24/2010 2/24/2011 PERSONAL & A�I�F.INJUF Y $'i 2,000,000 GENERALAGGREGATF 4,000,000 GEN'L AGGREGATE LIMIT APPLIES PER PRODUCTS - COMP /OP AGG •' 4,000,000 X POLICY.. _ PRO- JECT LOC AUTOMOBILE LIABILITY COMBINED SINGLE LIMIT 1,000 000 (Ea accident) ANY AUTO ALL OWNED AUTOS BODILY INJURY X SCHEDULED AUTOS B 06546590 -1 2/13/2010 8/13/2010 (Per person) X HIRFDAUTOS BODILY INJUR A X NON -OWNED AUTOS r_Oa �r ✓' Per accident} ilJ TO PnRoV E0 PROPERTY DAMAGE $ .A 1 (Per accident) GARAGE LIABILITY AUTO ONLY - EA ACCIDENT $ ANY AUTO _ .rte.,-- �''�' -" �heedy �`j EA ACC $ OTHER THAN L,aUf a � LS LC AUTO ONLY AGG $ EXCESS LIABILITY A.SSISLan EACH OCCURRENCE $ 2,000,000 X OCCUR CLAIMS MADE AGGREGATE $ 2,000,000 A 1U46885 2/2412010 2/24/2011 $ X DEDUCTIBLE 10,000 $ RETENTION $ $ WC STATU- OTH- WORKERS COMPENSATION AND TORY LIMITS ER _ EMPLOYERS' LIABILITY E.L. EACH ACCIDENT $ E.L. DISEASE - EA EMPLOYEE $ E.L. DISEASE - POLICY LIMIT $ OTHER EACH ACT 1,000,000 C PROFESSIONAL LIABILITY ECN9970801 12/1/2009 12/1/2010 TOTAL LIMIT 1,000,000 RETENTION 5,000 DESCRIPTION OF OPERATIONS /LOCATIONSIVEHICLES /EXCLUSIONS ADDED BY ENDORSEMENT /SPECIAL PROVISIONS ADDITIONAL INSURED: THE GENERAL LIABILITY INSURANCE POLICY LISTED ABOVE NAMES THE CERTIFICATE HOLDER LISTED BELOW AS AN ADDITIONAL INSURED PER CGL FORMS: CG2010 07/04- SCHEDULED PERSONS OR ORGANIZATIONS, AND CG2404 05/09 - WAIVER OF SUBROGATION /TRANSFER OF RIGHTS. FORMS ATTACHED. * *10 DAYS NOTICIE OF CANCELLATION FOR NON - PAYMENT OF PREMIUM. VCK I IF IUA I C I'7VLL)rK AUDI I IVNAL INJUKCU; INSUKCK LC I I CK: UANUCLLA I IVIV 25 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION CITY OF SANTA ANA DATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL 30 DAYS WRITTEN MARELLA VARGAS NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO DO SO SHALL PO BOX 1964 IMPOSE NO O A ON Y OF ANY KIND UPON T NSURER, ITS AGENTS OR REPR TATI AUTenD NTATI SANTA ANA CA 92702 ACORD 25 -S (7/97) O ACORD CORPORATION 1988 LIM LPW 0 9.8 on 218/10 - 10.51 by UserName LP'. LPW v1 9.8 on 218110 - 10.54 by UserName rr v 1- 1 One Beacon 1� 5 LI R A N C 6 CG 20 10 07 04 ADDITIONAL INSURED — OWNERS, LESSEES OR CONTRACTORS SCHEDULED PERSON OR ORGANIZATION This endorsement modifies insurance provided under the following: COMMERCIAL GENERAL LIABILITY COVERAGE PART SCHEDULE Name of Additional Insured Person or Organization: CITY OF SANTA ANA Location(s) of Covered Operations: 1041 S PLACENTIA AVE Information required to complete this Schedule, if not shown above, will be shown in the Declarations. A. Section II — Who Is An Insured i s amended to include as an additional insured the person(s) or organization(s) shown in the Schedule, but only with respect to liability for "bodily injury", "property damage" or "personal and advertising injury" caused, in whole or in part, by: 1. Your acts or omissions; or 2. The acts or omission of those acting on your behalf; in the performance of your ongoing operations for the additional insured(s) at the location(s) designated above. B. W ith respect to the insuraeraffbrded to these additional insureds, the following additional exclusions apply: POLICYNUMBER: 1U46$85 ARCHIVE COPY This insurance does not apply to "bodily injury' or "property damage" occurring after: 1. All work, including materials, parts or equipment furnished in connection with such work, on the project (other than service, maintenance or repairs) to be performed by or on behalf of the additional insured(s) at the location of the covered operations has been completed; or 2. That portion of "your work" out of which the injury or damage arises has been put to its intended use by any person or organization other than another contractor or subcontractor engaged in performing operations for a principal as a part of the same project. It AcOR& CERTIFICATE OF LIABILITY INSURANCE DA DDI 1//27/27 /20112 2 PRODUCER (562) 493 -3521 FAX: (562) 430 -5300 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION Alandale Insurance Agency ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR 11022 Winners Circle, Ste. 100 ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. Los Alamitos CA 90720 INSURERS AFFORDING COVERAGE NAIC # INSURED INSURER A: sentinel Insurance Company 11000 INFO SEND, INC. INSURER B:Hartford Underwriters ins CO 30104 4240 E LA PALMA AVE INSURER C. Turin City Fire Ins Cc 002235 INSURER D. ANAHEIM CA 92807 INSURER E CC)VPRAr:PC THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TOTHE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTAN DING ANY REQUIREMENT. TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BYTHE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OFSUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR DD'L POLICY NUMBER POLICY EFFECTIVE DATE MMIDDIYY POLICY EXPIRATION DATE MMIDDIYYYY LIMITS GENERAL LIABILITY EACH OCC iPPENCE $ 1,000,000 X I COMMERCIAL GENERAL LIABILITY PREMISES Ea occurrence $ 1 000 000 A X CLAIMS MADE OCCUR 2SBAZB7916 2/24/2012 2/24/2013 MED EXP (Any one person) $ 10,000 PERSONAL & ADV INJURY $ 1,000,000 GENERAL AGGREGATE $ 2,000,000 GEN'L AGGREGATE LIMIT APPLIES PER PRODUCTS - COMP /OP AGG $ 2,000,000 X POLICY PRO - 7 LOC AUTOMOBILE LIABILITY ANY AUTO COMBINED SINGLE LIMIT (Ea accident) $ 1,000,000 B X ALL OMEDAUTOS 72UECPE3966 2/18/2012 2/18/2013 X BODILY INJURY $ 6CHEDULED ^.UTO6 (Perperson) X HIRED AUTOS X BODILY INJURY $ NON-OVVNED AUTOS (Per a cci dent) PROPERTY DAMAGE (Per aca dent) GARAGE LIABILITY ;'j [� ':; J •, , .. ,.., '�.; 1 - AUTO ONLY - EA ACCIDENT $ ANY AUTO OTHER THAN EA ACC $ $ AUTO bNL'Y': ASS EXCESSlUMBRELLALIABILITY — °- -- EACH OCCURRENCE $ 5,000,000 X OCCUR CLAIMS MADE 7AGGREGATE $ 51000,000 A DEDUCTIBLE 72SBAZB7916 2/24/2012 2/24/2013 $ X RETENTION $ 10,000 $ C WORKERS COMPENSATION AND EMPLOYERS' VLC STATU- OTH- X Tnp It' IT LIABILITY YIN E.L. EACH ACCIDENT $ 1 000 000 ANY PRO PRIETORfEXCLUDEEXECUTIVE ❑ OFFICERIMEMBER EXCLUDED9 i (fyes,dory beund f yes, describe under 2WECLU6992 2/1/2012 2/1/2013 E.L. DISEASE - EA EMPLOYEE $ 1,000,000 E . DISEASE - POLICY LIMIT $ 1,000,000 SPECIAL PROVISIONS below OTHER DESCRIPTION OF OPERATIONS 1 LOCATIONS I VEHICLES f EXCLUSIONS ADDED BY ENDORSEMENTI SPECIAL PROVISIONS Certificate holder is named as additional insured as their interest may appear per when required by contract. *10 days notice of cancellation for nonpayment of premium /'CGT CI f�ATI- 111 ��� CITY OF SANTA ANA PO BOX 1954 SANTA ANA, CA 92702 -1964 ACARn 95 IonnO /n41 IIVIY SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL *30 DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO DO SO SHALL IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR AUTHORIZED REPRESENTATIVE Stacy Marshall /STACYM_�?���� 'w I "na -LUU`J ALLJKU ULJKt• 0KATI0N. All rights reserved. INS025 (zoosol) The ACORD name and logo are registered marks of ACORD IMPORTANT If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). DISCLAIMER This Certificate of Insurance does not constitute a contract between the issuing insurer(s), authorized representative or producer, and the certificate holder, nor does it affirmatively or negatively amend, extend or alter the coverage afforded by the policies listed thereon. ACORD 25 (2009/011 NS025 (200901 )