Item 21 - Data Processing, Printing and Mailing, and Electronic Bill Present Services

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Renewal Agreement with InfoSend, Inc. April 19, 2022 Page 3 refuse customer information service/utility billing system, enQuesta, 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 bilaterally 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 and Education Campaign as a sustained effort to educate residents and boost public awareness about AMI smart metering services for the City. As a response to the COVID- 19 pandemic, the City launched various community assistance programs to provide much -needed services to the City's residents and business community. Inclusively, the City adopted a Rent Stabilization Ordinance effective November 19, 2021, which requires mailing notices to various tenants and Santa Ana rental property owners. For these community outreach reasons and because InfoSend is the City's data processing, printing, and mailing service provider, budgeted amounts for the other agencies, like the City Manager's Office ("CMO"), who use InfoSend's printing and mailing services, need to be expanded to cover service use and avoid overspending maximum compensation spending caps. In addition to the data processing, printing and mailing, and e-business services, there are other related critical payment processing agreements, like the City's walk-in cashiering station merchant processing services, online cloud -based electronic billing and payment presentation/bill print services, and 24-7/365 walk-up payment kiosk services. Based on the synchronization of all of these payment -processing services, the City will achieve full PCI-DSS compliance, thereby transferring future credit card fraud liability from the City to the payment card providers. The enQuesta agreement with which this InfoSend renewal agreement is synchronized runs through December 31, 2025, with optional extensions through December 31, 2029. Moreover, the renewal agreement for the City's integrated Interactive Voice Response ("IVR") contract, which was approved by the City Council on August 17, 2021, was constructed to be co -extensive with the underlying Systems & Software enQuesta Municipal Utility Services billing system software agreement because they are integrated and effectively are sole -source providers due to their extensive and expensive custom software systems integrations. Therefore, staff recommends the approval of a renewal agreement with InfoSend to assure annual data processing, printing and mailing, and e-business services for the City. By approving the InfoSend renewal agreement, the City Council will be harmonizing agreements with other critical payment processing contracts, such as the enQuesta/AMI integrated project agreements.