20D - AA AND AMEND AGMT FOR INFOSEND

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First Amended Agreement with InfoSend, Inc. December 15, 2020 Page 2 correspondence, as well as City newsletters and a variety of other miscellaneous independent communications or notices. InfoSend's EBPP services include an on-line bill payment portal for dog license. InfoSend has unique institutional knowledge of the City's data processing, bill printing, mailing, and EBPP services. InfoSend is able to solely handle all requested data processing, print, mail services, and associated e-business services. Their professional services include project management for each print job from beginning to end, as well as providing a high level of quality assurance through their quality control department by checking mail files at multiple stages throughout the production process. InfoSend's information technology, document formatting, electronic payment service, and document production currently integrates seamlessly into our various existing Treasury billing structures, as it presently generates all electronic document files, exchanges them with other integrated vendors, inserts mailing pieces, meters postage, and prepares all mail items for delivery. In addition, beginning in Fiscal Year 2019-20, the Finance and Management Services Agency ("FMSA" ), Public Works Agency ("PWA"), and Information Technology Department ("IT") undertook development of a program for the implementation of Advanced Metering Infrastructure ("AMI") to provide modern smart metering services for the City's water utility operation and for MUS customers to which InfoSend's services are tied. In March of 2020, Treasury started a comprehensive upgrade to the City's existing water, sewer, sanitation, and refuse customer information service/utility billing system, enQuesta, in order to ensure the City is keeping up with best practices as they relate to utility customer service, billing technology, and to ensure compatibility with AMI systems. The AMI program is dependent on expanded use of the City's upgraded MUS enQuesta system with which InfoSend's services are integrated. InfoSend's services directly support and are bi- laterally integrated with this comprehensive upgrade. The cost to implement an equivalent bill print and e-business service provider is unknown, but would require new software and substantial additional integration expenses to the City as InfoSend is fully integrated into all Treasury programs that require bill print/e-business services. In connection with the AMI program development, PWA has launched an Awareness & Education Campaign as a sustained effort to educate individuals and boost public awareness about AMI smart metering services for the City. Asa response to the COVID-19 pandemic, the City launched the Santa Ana CARES program to provide much needed services to the City's residents and business community. Simultaneously, FMSA coordinated a successful CARES Utility Grant program aimed at City residents who are struggling with their utility bills due to COVID-19 impacts affecting their household income. For these community outreach reasons and because InfoSend is the City's printing and mailing service provider, budgeted amounts for the various agencies who 20D-2