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Renewal Agreement for Bill Print Services with InfoSend, Inc. <br />September 3, 2019 <br />Page 2 <br />project management for each print job from beginning to end, as well as providing a high level of <br />quality assurance through their Quality Control Department by checking mail files at multiple stages <br />throughout the production process. InfoSend's information technology, document formatting, <br />electronic payment service, and document production currently integrates seamlessly into our <br />various existing Treasury billing structures, as it presently generates all electronic document files, <br />exchanges them with other integrated vendors, inserts mailing pieces, meters postage, and <br />prepares all mail items for delivery. <br />In November 2016, Treasury completed a comprehensive upgrade to the City's MUS enQuesta <br />customer information services and billing software that supports single sign -on customer access <br />to the enQuesta system, enhanced EBPP, interactive voice response (IVR), a mobile app, and real <br />time payment posting. InfoSend's services directly support and are integrated with this <br />comprehensive upgrade. More recently, beginning in Fiscal Year 2018-19, the Finance and <br />Management Services, Public Works, and Information Technology agencies have undertaken the <br />development of a program proposal for the implementation of an Advanced Metering Infrastructure <br />(AMI) to provide modern smart metering services for the City's water utility operation and for MUS <br />customers. This program proposal will in part be based on expanded use of the City's upgraded <br />MUS enQuesta system with which InfoSend's services are integrated. Therefore, staff <br />recommends renewing InfoSend's contract for an additional 18 months to allow the City time to <br />fully access the upgraded functionality of the integrated system in connection with AMI. <br />Moreover, the cost to implement an equivalent bill print and e-business service provider is <br />unknown, but would require new software and substantial additional integration expenses as <br />InfoSend is fully integrated into all Treasury programs that require bill print and e-business <br />services. <br />STRATEGIC PLAN ALIGNMENT <br />Approval of this item assists the City in meeting Goal #7 - Team Santa Ana, Objective #5 (create <br />a culture of innovation and efficiency within the organization, Strategy F (explore opportunities to <br />engage with outside agencies, both private and public, to share information and increase <br />efficiencies). <br />25D-2 <br />