HomeMy WebLinkAbout25G - AGMT - MANAGED PRINT SRVSREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
SEPTEMBER 20, 2016
TITLE:
AGREEMENT WITH C3
TECHNOLOGY SERVICES
FOR MANAGED PRINT
SERVICES (SPEC. 16 -076)
(STRATEGIC PLAN NO. 7, 5)
�hI .dam
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
_•` • _k
❑ As Recommended
❑ As Amended
❑ Ordinance on 1etl Reading
❑ Ordinance on 2nd Reading
❑ Implementing Resolutlon
❑ Set Public Hearing For®
CONTINUED TO
FILE NUMBER
Authorize the City Manager and the Clerk of the Council to execute a Managed Print
Services agreement with C3 Technology Services in an annual amount of $150,000 for the
period of November 1, 2016 through September 30, 2018, with an option for an additional
two one -year renewals, subject to non - substantive changes approved by the City Manager
and City Attorney.
2. Authorize the City Manager and the Clerk of the Council to add a contingency to execute
the option to purchase a document management software, PaperCut, through C3
Technology Services for an annual amount totaling $18,000 over a 2 -year period.
DISCUSSION
The above - referenced recommended actions allows for C3 Technology Services ( "C3 ") to provide
Managed Print Services to the City Departments for a period of November 1, 2016 — September
30, 2018 with an additional option for two one -year renewals.
On June 23, 2016, the Purchasing Division issued a Request for Proposal (RFP) for Managed
Print Services. Current and local City of Santa Ana vendors were notified of the posting. Key
components and submittal requirements of the RFP included:
• Company profile demonstrating capability and experience in Managed Print Services
• Project approach /service capabilities including reporting software
• Willingness to commit to cost per click (all- inclusive program)
• Agreement to terms and conditions specified in the RFP
In response to inquiries and questions asked by vendors, the City released one addendum to the
initial RFP. On July 21, 2016 four proposals were received and evaluated. The five - member
evaluation committee was represented by the following Departments:
25G -1
Agreement with C3 Technology Services
for Managed Print Services
September 20, 2016
Page 2
City Manager's Office, Police Department, Parks Recreation and Community Services Agency,
the Public Works Agency, and Information Technology (IT). The evaluation committee rated the
proposals using the following four criteria:
1. Qualifications and experience
2. Understanding the scope of work
3. Responsiveness to the RFP and ability
4. Cost of proposal
The focus of the evaluation process was to select the proposal that provided the most thorough
and competitive program design that met the performance standards set forth in the RFP. Of the
four submissions, the committee determined that all four vendors met or exceeded each of the
RFP requirements (70 percent or above). However, the top two vendors were selected as
finalists and invited to a clarification interview on August 11, 2016; to further discuss their
respective proposals and discuss in detail the services to be provided.
After review of the provided material, responses to RFP, evaluation committee notes, interview
questions /answers, and reference check(s), staff has decided to award a Managed Print Services
contract to C3. In addition, of all the companies that submitted proposals, C3 submitted the
lowest price. This lower price reduces the cost per printed page by more than 27% from current
levels.
C3 has provided Managed Print Services to the City since November 2012. Since the inception
of the Managed Print Services contract, the City has been able to reduce its fleet of copiers,
Multi- Function Printers ( "MFP ") and printers from a high of 577 to an existing equipment mix of
259, see below for more details:
The majority of the City's printing is incurred via utilization of the MFP. However, upon
recommendation by C3, a reduction of the City's printer inventory will allow for additional cost -
savings. Specifically, C3 has provided consulting, as required in the agreement, where equipment
needs to be placed to achieve optimal use by City staff and allow for the transition of Staff printing
needs from printers to MFP's. Furthermore, as the City transitions from its use of printers for its
printing needs to MFP's, the number of equipment will decrease along with the corresponding
maintenance and related equipment needs.
C3 has been a pivotal partner for the City in achieving a cost savings via the implementation of
the Managed Print Services program. Prior to C3, the City spent an estimated amount of
$550,000 which included but not limited to the following: leasing of MFP copier and printer
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Equipment
riot to C3
Equipment
durina C3
Net change
Copiers
22
0
22
Multi- Function Copiers
39
90
51
Printers
516
169
347
Totals:
577
259
(318
The majority of the City's printing is incurred via utilization of the MFP. However, upon
recommendation by C3, a reduction of the City's printer inventory will allow for additional cost -
savings. Specifically, C3 has provided consulting, as required in the agreement, where equipment
needs to be placed to achieve optimal use by City staff and allow for the transition of Staff printing
needs from printers to MFP's. Furthermore, as the City transitions from its use of printers for its
printing needs to MFP's, the number of equipment will decrease along with the corresponding
maintenance and related equipment needs.
C3 has been a pivotal partner for the City in achieving a cost savings via the implementation of
the Managed Print Services program. Prior to C3, the City spent an estimated amount of
$550,000 which included but not limited to the following: leasing of MFP copier and printer
25G -2
Agreement with C3 Technology Services
for Managed Print Services
September 20, 2016
Page 3
equipment, toner inventory, staff time processing invoices, and Information Technology staff time
spent on troubleshooting and providing support to failed equipment. Contracting with C3 has
allowed the City to consolidate the above - referenced items to be provided by one firm and has
reduced the burden of existing staff in completing the referenced tasks.
Additionally, C3 has included within its Managed Print Services contract the opportunity to
provide training to City staff on an on -going basis. The training will allow for new and existing City
staff to obtain a better understanding of the equipment and its related functionalities along with
knowledge in operating the said equipment to obtain the optimal results and maintain or prolong
their useful life.
MANAGED PRINT SERVICES:
The proposed contract, based on the Scope of Services listed in the RFP, includes but is not
limited to the following:
• On -going support, repair and maintenance of the City's fleet of printing devices (MFP's,
copiers and printers) excluding wide format printers, plotters, dot matrix printers, label
printers and any other types of printers that do not print on standard office paper sizes (i.e.
5.5" x 8.5 ", 8.5" x 11 ", 8.5" x 14 ", 11 " x 17 ")
• Four hour response time to disposition on all service calls requested by the City
• Replacement parts or equipment (on a per click charge basis) along with consulting and
training to City staff in order to achieve the optimal and most efficient usage of copier
equipment
• OEM parts and supplies for all Canon and Sharp copiers, certified compatible (non -OEM)
toner are acceptable for desktop printers
• Service reports to be made available to City staff upon request
• The use of approved software as the Data Collection Agent to monitor toner levels, auto
toner replenish, meter counts and device status to proactively manage the fleet of printers
as well as connected multifunctional devices on the network
• Quarterly billing
• Used toner cartridge recycling program
• Assistance in conducting an annual survey to ensure end user concerns are addressed
and satisfaction is upheld at the highest level
• An annual or semi - annual review of Service Provider
• Consulting services recommending re- alignment of equipment to prolong the life
expectancy of the equipment
INFORMATION TECHNOLOGY:
C3 has agreed to make additional technology changes in order to provide better reporting of print
usage, contract management, and enhanced printer maintenance:
• C3 will integrate their service request ticketing system with City's IT ticketing system.
• C3 will provide access to reporting of printer service maintenance levels and, where
necessary, set up automated alerts.
• C3 will provide additional features in the FM Audit print management software, and
optionally provide the Paper Cut print management software.
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Agreement with C3 Technology Services
for Managed Print Services
September 20, 2016
Page 4
In addition, with the most recent proposal, C3 has reduced the charge to the City for both its color
and black and white printing in comparison to the previously agreed upon rate in October 2015.
Additionally, as a vendor who resides in Santa Ana, the City will continue to be in receipt of sales
and business license tax receipts.
STRATEGIC PLAN ALIGNMENT
Approval of this item allows the City to meet Goal #7 Team Santa Ana, Objective #5 (create a
culture of innovation and efficiency within the organization).
FISCAL IMPACT
Funds in the amount of $168,000 annually (Managed Print Services - $150,000 and document
management software - $18,000 if that software option is selected) will be budgeted and
available in the Central Services account (no. 07110100 - 62300) as follows:
Contract Term
Fiscal Year
2016 -17 (November 2016 — June 2017)
2017 -18 (July 2017 -June 2018)
2018 -19 (July 2018 - September 2018)
Options Years
Fiscal Year
2018 -19 (October 2018 — June 2019)
2019 -20 (July 2019 -June 2020)
2020 -21 (July 2020 - September 2021)
Amount
$112,000
$168,000
$ 42,000
Amount
$126,000
$168,000
$ 42,000
APPROVED AS TO FUNDS AND ACCOUNTS:
Francisco Gutierrez Do
Executive Director
Finance and Management Services Agency
SV /DH
Exhibits: 1. Agreement with C3 Technology Services
Exhibit A — Scope of Services
Exhibit B — Cost Sheet
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EXHIBIT 1
AGREEMENT FOR MANAGED PRINT SERVICES
CITY OF SANTA ANA
THIS AGREEMENT is made and entered into this 20th day of September, 2016 by and between C3
Technology Services ( "Provider "), 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 ("City"),
RECITALS
A. On June 23, 2016, the City issued Request for Proposal No. 16 -076, by which it sought a service
provider to furnish maintenance and repair services for the City's multi - function printer and copier
units,
B. Provider submitted a responsive proposal that was selected by the City. Provider represents that
it is able and willing to provide the services described in the scope of services that was included
in RFP No. 16 -076.
C. In undertaking the performance of this Agreement, Provider represents that it is knowledgeable in
its field and that any services performed by Provider under this Agreement will be performed in
compliance with such standards as may reasonably be expected from a professional fine 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
Provider shall furnish managed print services on a cost - per -click basis for all the City's multi-
function printer and copier units, These services shall include the following: (a) full service for all printers
and copiers, (b) configuration services, (c) end -user training, and (d) provision of all operating supplies,
including without limitation toner, cartridges, developer, fuser oil, rollers, print heads, drums, circuit
boards, imaging unit, and staples. The services shall be performed on -site and in accordance with the
guidelines and standards appearing in Exhibit A, Provider shall not be responsible to supply paper for any
multi- function printer or copier. Provider's proposal is incorporated herein by reference. City shall have
the option to purchase document management software during the term of this Agreement.
2. COMPENSATION
a. City agrees to pay, and Provider agrees to accept as total payment for its services the rates
and charges identified in Exhibit B. The total annual stun to be expended under this
Agreement shall not exceed $168,000, This amount includes (1) the sum of $150,000 for
the services described in Section 1 and (2) the sum of $18,000 if the option to purchase
doewnent management software is exercised at the sole discretion of the City.
Payment by City shall be made within forty -five of days (45) days following receipt of
proper invoice evidencing work performed, subject to City accounting procedures.
Payment need not be made for work that fails to meet the standards of performance set
forth in the Recitals which may reasonably be expected by City.
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TERM
This Agreement shall commence on November 1, 2016 and terminate on September 30, 2018,
unless terminated earlier in accordance with Section 14, below. The tern of this Agreement may be
extended for two additional one -year periods upon a writing executed by the City Manager and the City
Attorney.
4. INDEPENDENT CONTRACTOR
Provider 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 constmed 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 Provider performs the services which are the
subject matter of this Agreement; however, the services to be provided by Provider shall be provided in a
manner consistent with all applicable standards and regulations governing such services. Provider 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, Provider shall maintain and shall
require its subcontractors, if any, to obtain and maintain insurance as described below:
a. Commercial General Liability Insurance. Provider shall maintain commercial general
liability insurance naming the City, its officers, employees, agents, volunteers and
representatives as additional insured(s) and shall include, but not be limited to protection
against claims arising from bodily and personal injury, including death resulting
therefrom and damage to property, resulting from any act or occurrence arising out of
Provider's operations in the performance of this Agreement, including, without
limitation, acts involving vehicles. The amounts of insurance shall be not less than the
following: single limit coverage applying to bodily and personal injury, including death
resulting therefrom, and property damage, in the total amount of $1,000,000 per
occurrence, with $2,000,000 in the aggregate. Such insurance shall: (1) name the City,
its officers, employees, agents, volunteers, and representatives as additional insureds; (2)
be primary and not contributory with respect to inslrance or self-insurance programs
maintained by the City; and (3) contain standard separation of insured provisions.
b. Business automobile liability insurance, or equivalent form, with a combined single limit
of not less than $1,000,000 per occurrence. Such insurance shall include coverage for
owned, hired and non -owned automobiles,
C. Worker's Compensation Insurance. In accordance with the California Labor Code,
Provider, if Provider 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, Provider agrees to obtain and maintain any
employer's liability insurance with limits not less than $1,000,000 per accident.
d. The following requirements apply to the insurance to be provided by Provider pursuant to
this section:
25%G� -6
(i) Provider shall maintain all insurance required above in fall force and effect
for the entire period covered by this Agreement.
(ii) Certificates of insivance shall be furnished to the City upon execution of
this Agreement and shall be approved by the City.
(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.
C. If Provider fails or refuses to produce or maintain the insurance required by this section or
fails or refuses to furnish the City with required proof that insurance has been procured and
is in force and paid for, the City shall have the right, at the City's election, to terminate
this Agreement. Such termination shall not affect Provider's right to be paid for its time
and materials expended prior to notification of termination. Provider waives the right to
receive compensation and agrees to indemnify the City for any work performed prior to
approval of insurance by the City.
6. INDEMNIFICATION
Provider agrees to and shall defend, indemnify and hold harmless the City, its officers, agents,
employees, consultants, special counsel, and representatives from liability: (1) for personal injury,
damages, just compensation, restitution, judicial or equitable relief arising out of claims for personal injury,
including death, and claims for property damage, which may arise from the negligent operations of Provider
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; and (2) from any claim that personal injury,
damages, just compensation, restitution, judicial or equitable relief is due by reason of the terns of or
effects arising from this Agreement. This indemnity and hold harmless agreement applies to all claims for
damages, just compensation, restitution, judicial or equitable relief suffered, or alleged to have been
suffered, by reason of the events referred to in this Section or by reason of the terms of, or effects, arising
fionr this Agreement. Provider 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. Notwithstanding the foregoing, to the extent Provider's
services are subject to Civil Code Section 2782.8, the above indemnity shall be limited, to the extent
required, by Civil Code Section 2782.8, to claims that arise out of, pertain to, or relate to the negligence,
recklessness, or willful misconduct of the Provider.
OWNERSHIP OF MATERIALS
This Agreement creates a non - exclusive and perpetual license for City to copy, use, modify, reuse,
or sublicense any and all copyrights, designs, and other intellectual property embodied in plans,
specifications, studies, drawings, estimates, and other documents or works of authorship fixed in any
tangible medimn of expression, including but not limited to, physical drawings or data magnetically or
otherwise recorded on computer diskettes, which are prepared or caused to be prepared by Provider under
this Agreement ( "Documents & Data "). Provider shall require all subcontractors to agree in writing that
City is granted a non - exclusive and perpetual license for any Documents & Data the subcontractor prepares
under this Agreement. Provider represents and warrants that it has the legal right to license any and all
25G -7
Documents & Data. Provider makes no such representation and warranty in regard to Documents & Data
which were provided to Provider by the City. City shall not be limited in any way in its use of the
Documents and Data at any time, provided that any such use not within the purposes intended by this
Agreement shall be at City's sole risk.
8. RECORDS
Provider shall keep records and invoices in connection with the work to be performed under this
Agreement. Provider shall maintain complete and accurate records with respect to the costs incurred under
this Agreement and any services, expenditures, and disbursements charged to the City for a minimum
period of three (3) years, or for any longer period required by law, from the date of final payment to
Provider under this Agreement, All such records and invoices shall be clearly identifiable. Provider shall
allow a representative of the City to examine, audit, and make transcripts or copies of such records and
any other documents created pursuant to this Agreement during regular business hours. Provider shall
allow inspection of all work, data, documents, proceedings, and activities related to this Agreement for a
period of three (3) years from the date of final payment to rovider under this Agreement.
9. CONFIDENTIALITY
If Provider receives from the City information which due to the nature of such information is
reasonably understood to be confidential and /or proprietary, Provider 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 party 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 Provider disclosed in a publicly available source; (c) is in rightful possession of the Provider
without an obligation of confidentiality; (d) is required to be disclosed by operation of law; or (e) is
independently developed by the Provider without reference to information disclosed by the City.
10. CONFLICT OF INTEREST CLAUSE
Provider 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.
11. 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 fax or other telegraphic communication in the mariner 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
Fax 714- 647 -6956
25G -8
With courtesy copies to:
To Provider:
Executive Director,
Finance and Management
Services Agency
City of Santa Ana
20 Civic Center Plaza (M -17)
P.O, Box 1988
Santa Ana, California 92702
Fax: 714 -647 -5414
C3 Technology Services
1536 E. Warner Ave
Santa Ana, CA 92705
Attn: Tricia Sanchez
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
fax, 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.
12. EXCLUSIVITY AND AMENDMENT
This Agreement represents the complete and exclusive statement between the City and Provider
regarding the subject matter therein, and supersedes any and all other agreements, oral or written, between
the parties. In the event of a conflict between the terns 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 Provider. The parties agree that any terns 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 Provider or 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.
13. ASSIGNMENT
Inasmuch as this Agreement is intended to secure the specialized. services of Provider, Provider
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.
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14. TERMINATION
This Agreement maybe terminated by the City upon thirty (30) days written notice of termination.
In such event, Provider shall be entitled to receive and the City shall pay Provider compensation for all
services performed by Provider prior to receipt of such notice of termination, subject to the following
conditions:
a. As a condition of such payment, the Executive Director may require Provider to deliver to
the City all work product completed as of such date, and in such case such work product
shall be the property of the City unless :prohibited by law, and Provider consents to the
City's use thereof for such purposes as the City deems appropriate.
Payment need not be made for work that fails to meet the standard of performance
specified in the Recitals of this Agreement.
15. NONDISCRIMINATION
Provider 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
or in connection with any activities under this Agreement. Provider affirms that it is an equal opportunity
employer and shall comply with all applicable federal, state and local laws and regulations.
16. 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.
17. MISCELLANEOUS PROVISIONS
a. Each undersigned represents and warrants that its signature herein below has the power,
authority and right to bind their respective parties to each of the terms of this Agreement,
and shall indemnify City fiilly, 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.
IN WITNESS WHEREOF, the parties hereto have executed this Agreement the date and year first above
written.
ATTEST:
Maria D. Huizar
Clerk of the Council
CITY OF SANTA ANA
David Cavazos
City Manager
25(-10
APPROVED AS TO FORM:
SOMA. R. CARVALHO
City Attorney
By: ,
John W. Funk
Assistant City Attorney
RECOMMENDED FOR APPROVAL:
C3 Technology Services
Name:
Title:
Francisco Gutierrez
Executive Director, Finance & Management Services Agency
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EXHIBIT A
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I. SCOPE OF SERYJ_Q ,S
Service Provider shall prov e a Managed Print Services (MPS) program that Plus the City's printing needs,
The program shall include all of the City's printing devices, excluding wide format printers, plotters, clot
matrix printers, label printers and any other types of �)rinters that do not print on standard office paper
sizes (i.e. 5.5" x 8.5 " ", 8S "' x t 1 ", 8.5" x 1.4 ", 11" x l7 " under a management and maintenance program
With supplies, service, parts and labor included. Paper is excluded. All cost will be covered and chatrged
on a per click charge basis,
Service Provider shall provide management sad preventative maintenance for print aid copier devices
that tore installed and located throughout the City, Maintenance shall be performed on-site at the City
location of eacli unit in accordance with manufacturer specifications and recommendations for each
respective unit. A fld1 walk through of all ecluipmcut sites is required, For non - networked tanits, service
provider is reduired to pull meter reads manually in a timely manner, for billing cycle, Current inventory
list must be up to date red communicated.
C3 Technology Services have been working with the City of Santo, Ana providing
MPS and adjusting to requests as needed. We will continue to keep an open
communication to better our services and fine tune the process. C3 will perform on-
site maintenance for each unit unless additional service is required. If o unit is
required to be taken to our warehouse, a loaner device will be serif out to minimize
downtime. C3 will continue to pull meter reads manually from non - networked
devices until the City upgrades to netwarked devices
A. Technlclan§ — All technicians should be factory trained and certified on Sharp USA, Canon i.ISA
anal I fewlett Packard equipment.
All of our technicians are factory trained and certifiecl with Sharp, Canon and HP, A
reintrodt,tr,.tion will be arranged be Nveen C3 and the City to meet our new
members and review expectations
B, service Calls —
All service calls wilt be logged with details of the technical issue and a vendor provided
ectrdpment identification number (to Identify equipment location and model information).
once logged, a teclnueian. roust contact the customer within I hour to provide art Estimated
Time of Arrival of Ou -site arrival, within 4 hours of utitial service call.
3. If the 4 hour response falls afier hours, the technician will arrive first thing tine next business clay
based on the customer's hours of operation.
1, 'During anyservice calls, the technician will eheekany wearable parts and the life expectancy
Of cw.hsumabte, parts and replace as needed,
5. If parts need to be ordered, the teclhnicisn will provide an Estimated Time of Arrival to the
customer for a rescheduled appointment. [n this case or any other reason the equipment is clown
For more than 1 day, a loaner with similar eapabilitles and Features will be provided by the
vendor.
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6. Any aduipmenf wtfh persisfont, confunlous problems will be replace(l with la device with sin itttr
Spec ijkwions acid 1eatares.
C3 acknowledges the above requirements and will continue I provide deIUlled
summary reports for the City, Our technicians are trained to communicate to the
end user at each service call regarding any issues and diagnosis, We stress
communication and always try to be as trans,oarent as possible with our customers,
All of our customer service reps can frock where each technician is with our
fleet tracker. They are also able to reroute technicians for emergency calls to
keep the custarners <at minimal downtime. All technicians hove basic pan's
inventory in their vehicles. This allows them to easily aitain parts without having
to make secondary trips to the warehouse.
A;Agnad CSR
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Technology Services
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Service calls can be taken by phone or email by our cledicated customer
service representatives in our office. Fidencio and Samantha are fully trained
to always answer the phone when a customer calls, we believe In a personal
touch when handling custorraor service. At no time will the City be subjected
to choosing voice recorded options, interacting with an automated phone
system or be, transferred overseas for, customer service. Once the call is
received, our CSR's will dispatch the call to the nearest technician with the
details of the ticket. The assigned technician immediately receives the service
work order on their smart phone and is required to call the customer within an
hour with can ETA. The technician will be on site within 4 business hours. If the 4-
hour response falls after hours, technician will arrive first thing the next morning
based on the customer's hours of operation. Service calls can be escalated
with upper monactement If it is or) urgent molter.
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Upon completion of work, the technician will close out the coil and log any
reschedules or issue a follow up appointment. Service reports are reviewed by
the service manager and then issued to the custorer as a surntlnary report,
We are fully Iransparent with our customers from the time of the call to the
arrival t_ind service brae, We also share the technician's rern<akis with the
Customer.
Service calls outside of the 111 call protocol will be placed on immediate
attention. When the technician inputs the part numbers needed for the repoir,
our warehouse manager will start preparing the parts available. The
technician can return to the warehouse to pick it up and continue the call or
reschedule at the City's earliest availability.
C, Too h o I SUPP.Od - Service Provider shall provide tecurdcat support for all equipment and
Software at the Multi- Function Devices (L'v[ D) under lease by the City, including applicable 31
party software and hardware. The City shall not he ,required to deal separately with a 3 111 party
vendor. ']"his support includes any applicable 3rd party software that may be added by Service
Provider tlnnughaut the term Of the ag;reennent.
C3 will handle all communication between FM Audit and Sharp's OSA partners,
New updates and software migralon will be conducted by C3 wifh assistance
from the City IT department. Future software purchases will be handled by C3
throughout the tern of the agreement as well
D. P r s and Supplies - Service Provider will use only Original Equipment Nlanuricturer (4ELA) parts
and supplies for all of our Sharp and Canon MFPs, Desktop printers may be supplied by any
conified Manufacturer and distributor of premium reptacemcnt toner cartridges. Vendor will provide Rill
warranty of all parts and supplies and guarantee their woemnii nship,
C3 will use only OEM parts and supplies for the Sharp and Canon fleet, We will provide
full warranty of all parts and supplies and guarantee their workmanship, If a model is no
longer supported by our manufacturer, we will source ovi parts until they are no longer
available and alert the City
E. �afrvice Reports - Service reports will be made available upon request by a designated City
representative. These reports will include but are not lunited to: Cali Log Number; Description of
Problem; Date and 'Plate Call Was Received; Contact N'annc and Phone Number; Equipment ID
Number; Equipment Malce and Model; Equipment Location; Date and Tune of I,, Response; Date and
Time of Arrival nt 'Location; Total Hours of Down ' irne; T'echniciu s Name, Technician's
C'ornments; Dale and Time Call Was Closed.
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Al the end of every service crdll, our custorner service representatives send out
detailed summary reports to our and users regarding the call, At no point do we not
share any information [ho[ our technlciclns passed down. If required, we can also
send the surmnary reports to deporimer)f managers.
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F. Software - Service Provkler w L! use approved sotlware as Choir Data Collection, t1¢ent to
monitor toner levels, solo toner replenish., meter counts, and device status to proactively
manage the fleet of printers as well as connected mtdtLftmctiena! devices oat the network.
C3's approach to completing the work specified in the Scope of Work will be to
utilize FM Audit cis our Data Collection Agent (DCA) to monitor toner levels,
meter counts and device status to proactively manage the fleet or printers,
Fidencict and Samantha will be assigned to the City to monitor supply levels
daily. They will ship out the supplies directly to your arid- users. Typically, triggers
are set at 25 %U loner capacity to alert our staff of a toner replenishment order;
however, C3 will set the threshold for toner orders to accommodate the City's
requirements,
Data collection consists of page counts, device description (configuration) and
device status and is collected via SNMP (Simple Network Management
Protocol) and ICMP (Internet Control Message Protocol). Standalone
workstation is not needed to run the Printer DCA monitoring service and
discreetly runs in the background for end - users' convenience,
1. Billing will be provided to rte City in a monthly auuVor clua terly cycle, on a per click basis (I'BD).
2. Billing will consist of, I invoice Including base cost and overage cost for PNOS Copfev; t
invaioe irtalnding base cast and overage cost for Printers, Invoices wilt include: Equipment FD
m.unbers; Start and End meter reads for each piece of equipment; Total Copies /Prints for the
period for each piece of ecuipment; Totals for All Equipment Combined; N'iimber of
Copies /Prints Covered iii the Base Cost,
3. Prices presented in Service Provider's approved proposal will remain the same throughout
the entire term of the agreotnent.. Prices established in arty conthrtdng agreements may be
adjusted due to inflation or changes in operating costs and must be approved by the City
Service Provider will stbn it any price adjastmettt 90 calendar days prior to the anniversary
of the agreement as well as all supporting documentation, as provided by the U.S, Deprinncat of
Labor Consumer Price Index (CPC).
C3 agrees to the terms listed alcove, Any future, requests to customize the billing
format will be accomrnodatcd. C.3 wants the City to be able to analyze the
billing as easily as possible. Price will remain the same throughout the entire te;rrn
of the agreernent,
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CONTRACT INVOICE
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ff. TralnLnq - Service Provider Mil provide (rk6itogr to staff members; ns neected.
when doing site checks, departments will de asked for retraining. Our learn will be
ready to answer questions and see where more support is needed The City also
currently has a personalized MySharip account to view Voiials and watch videos on
how to do certain types of jobs
Z)-J
SHARP
VI
SELECT A MODEL
V1.4 We., I L I I ; 11V i I I I I
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1. Toner Cartridge Rgp�LCIing - Service Provider shill have a recycling program for it[ printer
and copier used cartridges. Service Provider MIMI agrccthqt all associated costs of recycling are the
respotiMbitity of the Service Provider,
C3, in partnering with Sharp and Canon have a recycling program that ships MA
boxes pre - labeled to be picked up by a logistics cornpany, The setup has been
configured so that the City can also request additional boxes from Sharp and
Canon.
Sharp's Link
Canon's Link
IIIIIP ::
Suslainabill
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All li�aigbt charges, dnllvery cbaag < ^. , piulatp airttrg'eq mul set up and
network; In,tegratten sorvioc tees rire Itroiudud. to the por aliclt charges. Courier deUvetles tagUi od
nmy not be iMl.udad.
C3 cac:knowledoes these terns
X. 91,19-00-0 — Servipe provider shall assist tho City In concluoting all nmi,uat
purvey to CUM end user uuueerns aro addressed and satisinotlor is upheld at the highest loyel,
With quorterly account reviews, C3 will be able to addross user ocricerris and keep
satisfaction at the highest level
f., Review of l3p.Lviocae An minual or ecenlganaual review of So:vice provider will be conducted at
the City'e di9crrtion wiJa an initiat rcvlaw alter the first 6 months,
C$ ack „nowlecirtes this term
M. C3 will provide additional features In the FM Audit software at no additional charge, to Include the
following:
• Provide detailed end -user analytics and reports that can be exported from the client directly
from the FM Audit client portal
• Live mapping of City devices adds benefit of seeing torier levels /ser..vice requests on a map
instead of a list
• Rules based behavioral medication can decrease printing usage
Develop a true document management strategy focusing on who what, when, where and
now much
• Setup and deploy customizable windows and automatically list alternate printers & savings
N. C3 will integrate their service request ticketing system with City's IT ticketing system
o. C3 will provide the Paper Cut print Management software should the City utilize it at an annual
amount not to exceed .$18,000.
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EXHIBIT 8
CITY OF SANTA ANA
REQUEST FOR PROPOSALS FOR MANAGED FIMINT SERVICES 16 -076
COST SHEET
Cost tixr services based on a per elks charge, billed quarterly,
All charges must be included in the per click charge. No uklitionai Charged will be accepted or
approved fill payauent Please provide your best pate per click, as indicated below, The City is
not u.tcrestcd in participating in a contract wherein a maxitnurn nUITIDer Of clicks par month are
assigned and overage charges are applied thereafter.
gpieI's
Black/'White click Charge LO,00572 Color click charge $0.039 �
I
I Prnrters Black/White rilek char g
c 0,07.) Color click charge '$Q.OS95 �
(O )
Black/White slick charge X0,035 Color click charge $0.4150
Printers
Please describe tiny deviations frorm the RFP specifications, below, f no deviations, state
"none'% lnton-riatioa can be provided on separate sheet.
C)evratrotrs/Ex 3lan.atioas;
We included. OEM toner costs for Users that require OEM toner. Please note, C..'3's new
click charges reflect rnanaged print services orrl.y, We will no longer charge rot'
consultation services. It was only ("or the initial start ofour contract hack in 2011
The undersigned provider agrees to provide services in accordance with. Che specifications.
UWe have stated herein the services and Peres tllat [/we will Furnish and deliver as specified,
Award shall be based upon. the evaluation. criteria included in Section 6, Where there is a
discrepancy between words and Egures, WORDS,Jffi-1,([ GOVEj iN,
wAW 2l ,w
Pro - oser5'irr Date
LA cc
Pnhted Name and lit /e Company
THAT 00 NOT CONTAIN THIS FORM WILL BE
IS
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