HomeMy WebLinkAbout25D - AGMT BILL PRINT SERVICESREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
SEPTEMBER 3, 2019
TITLE:
APPROVE RENEWAL AGREEMENT FOR
BILL PRINT SERVICES WITH INFOSEND,
INC. FOR AN AMOUNT NOT TO EXCEED
$600,000
(STRATEGIC PLAN NO. 7, 5F)
CITY i
AGER
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
APPROVED
❑ As Recommended
❑ As Amended
❑ Ordinance on 1sl Reading
❑ Ordinance on 2nd Reading
❑ Implementing Resolution
❑ Set Public Hearing For
CONTINUED TO
FILE NUMBER
Authorize the City Manager to execute an agreement with InfoSend, Inc. ("InfoSend") for printing,
processing, mailing, and electronic bill presentment and payment for City water billing, licensing
and/ or fee revenues effective July 1, 2019 through December 31, 2020, for an amount not to
exceed $600,000, subject to non -substantive changes approved by the City Manager and City
Attorney.
DISCUSSION
The Treasury and Customer Service Division ("Treasury") of the Finance and Management
Services Agency is responsible for the billing and payment processing for the following City
revenues: Municipal Utility Services (MUS) accounts, Paramedic Subscription Services, Business
License Taxes, Proactive Residential Enforcement Program (PREP), Dog Licenses, and special
notice inserts relating to City news and licensing renewal information. Billing and payment services
require data processing, printing, mailing services, and e-business services (presenting bills online
and/or accepting and reporting payment transactions via the Web). Since fiscal year 2006-07,
Treasury has taken advantage of Electronic Bill Presentment and Payment Services (EBPP)
technology to provide alternative service delivery process improvement options to customers
relating to bill presentment and payment. InfoSend's bill print services include but are not limited
to the following: printing, processing and mailing.
On June 17, 2015, the City Council approved an agreement with InfoSend for bill printing, mailing,
and EBPP and on June 7, 2016, City Council approved adding similar bill print services for the
PREP and increasing the annual contract cap from $375,000 to $400,000 for fiscal year 2016-17.
InfoSend has unique institutional knowledge of the City's data processing, bill printing, mailing, and
electronic presentment and payment services. InfoSend is able to solely handle all data
processing, print, mail services, and e-business services. Their professional services include
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Renewal Agreement for Bill Print Services with InfoSend, Inc.
September 3, 2019
Page 2
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 November 2016, Treasury completed a comprehensive upgrade to the City's MUS enQuesta
customer information services and billing software that supports single sign -on customer access
to the enQuesta system, enhanced EBPP, interactive voice response (IVR), a mobile app, and real
time payment posting. InfoSend's services directly support and are integrated with this
comprehensive upgrade. More recently, beginning in Fiscal Year 2018-19, the Finance and
Management Services, Public Works, and Information Technology agencies have undertaken the
development of a program proposal for the implementation of an Advanced Metering Infrastructure
(AMI) to provide modern smart metering services for the City's water utility operation and for MUS
customers. This program proposal will in part be based on expanded use of the City's upgraded
MUS enQuesta system with which InfoSend's services are integrated. Therefore, staff
recommends renewing InfoSend's contract for an additional 18 months to allow the City time to
fully access the upgraded functionality of the integrated system in connection with AMI.
Moreover, 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 as
InfoSend is fully integrated into all Treasury programs that require bill print and e-business
services.
STRATEGIC PLAN ALIGNMENT
Approval of this item assists the City in meeting Goal #7 - Team Santa Ana, Objective #5 (create
a culture of innovation and efficiency within the organization, Strategy F (explore opportunities to
engage with outside agencies, both private and public, to share information and increase
efficiencies).
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Renewal Agreement for Bill Print Services with InfoSend, Inc.
September 3, 2019
Page 3
FISCAL IMPACT
Funds in the amount of $400,000 are budgeted and available for FY 2019-20 and funds in the
amount of $200,000 will be similarly budgeted for FY 2020-21 as follows:
Departments
Account No.
FY
2019-20
FY
2020-21
Finance and Management Services
Agency
01110130-62300
$250,000
$125,000
Public Works Agency
06017644-62300
$129,000
$ 64,500
City Manager's General Non -Departmental
01105015-62300
$ 21,000
$ 10,500
TOTAL
$400,000
$200,000
APPROVED AS TO FUNDS AND ACCOUNTS:
U� g�° 'c�,
Fuad S. S eiss, PE, PL Kathryn Downs, CPA
Executive irector Executive Director
Public Wor s Agency Finance and Management Services Agency
Exhibit: 1. Agreement
AG:WH
25D-3
25D-4
AGREEMENT WITH INFOSEND, INC. TO PROVIDE BILL PRINTING,
MAIL SERVICES, AND PAYMENT PROCESSING SERVICES
THIS AGREEMENT, dated as of this 3rd day of September, 2019, is made and entered
into 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
processing.
B. The parties previously entered into Agreement 4A-2015-116 which expired on June 30,
2019. City acknowledges that it has received Municipal Utility Services, Business
License Tax, Dog License, Proactive Residential Enforcement Program, and other
ancillary bill printing and mailing services as well as Dog License electronic bill
presentment and payment processing services from Consultant since the expiration of the
prior agreement. City intends for this Agreement to compensate Consultant for services
rendered from July 1, 2019 through the date referenced above.
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:
1. SCOPE OF SERVICES
Consultant shall provide paper bill processing, printing and mailing services along with
electronic bill presentment and payment services, and other related professional services as
detailed in the scopes of services attached hereto as Exhibits A and C and hereby incorporated
herein by reference.
a. Processing, Printing and Mailing (PPM) Services. The paper bill processing,
printing and mailing (PPM) 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: (1) Municipal
Utility Services bills; water conservation program notices, penalty and/or collection
notices, and other miscellaneous notices and advisories including paramedic
subscription notices; (2) Business License Tax bills, renewal statements, certificates
and licenses, penalty/and or collection notices, and other miscellaneous notices and
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advisories; and Dog License Bills, certificates and licenses, penalty/and or collection,
and other miscellaneous notices and advisories.
b. Basic Electronic Bill Presentment and Payment (EBPP) Services. Basic Electronic
Bill Presentment and Payment (EBPP) services consists of:
(i.) Presenting Dog License bills online and accepting payment transaction
information to facilitate ACH or credit card payment via Consultant's
merchant processing provider, EPX (EPX Acquisition Company, LLC,
successor to Phoenix Payment Systems, Inc.).
c. City's right to bifurcate agreement and terminate PPM and Basic EBPP services
for Dog License billing. During the Term of this Agreement, but beginning not sooner
than July 1, 2019, City may upon one hundred -twenty days (120) days prior written
notice by the City's Executive Director of Finance and Management Services,
terminate PPM and Basic EBPP services for Dog License billing. Whereupon City
shall have the right to continue Consultant's PPM services for Dog License Billing for
the term of this Agreement or City may continue either Consultant's PPM and/or Basic
EBPP services for Dog License Billing on a month -to -month basis and terminate the
PPM and Basic EBPP portion of the Agreement in connection with Dog License
Billing, with no termination penalty or fees by providing fifteen (15) days written
notice of its intent to terminate said PPM and Basic EBPP portion of the Agreement.
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 B and Exhibit C, attached hereto and incorporated
herein by reference. The total sum to be expended under this Agreement shall not exceed
$600,000. This amount shall include payment for services rendered by Consultant during the time
period from July 1, 2019, until December 31, 2020. For the annual fiscal year of July 1, 2019
through June 30, 2020, the total amount to be paid to the Consultant shall not exceed $400,000.
For the period from July 1, 2020 until December 31, 2020, the total amount to be paid to the
Consultant shall not exceed $200,000.
b. Payment by City shall be made within forty-five (45) 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. City shall be responsible for payment related to United States Postal Service postage
including rate increases. City will be invoiced by contractor for postage including the amount
charged for overweight and foreign mail.
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3. TERM
This Agreement shall cover the period of July 1, 2019 through December 31, 2020, unless
terminated earlier in accordance with Section 12, below.
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. Commercial General Liability Insurance. Consultant 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 Consultant'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 (a) name the City, its officers, employees, agents,
and representatives as additional insured(s); (b) be primary and not contributory
with respect to insurance or self-insurance programs maintained by the City; and
(c) contain standard separation of insureds 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. [Due to the nature of the
services provided by Consultant, auto insurance is not required.]
C. Worker's Compensation Insurance. In accordance with the provisions of Section
3700 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,
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Consultant agrees to obtain and maintain any employer's liability insurance with
limits not less than $1,000,000 per accident.
d. If Consultant is or employs a licensed professional such as an architect or engineer:
Professional liability (errors and omissions) insurance, with a combined single limit
of not less than $1,000,000 per claim with $2,000,000 in the aggregate.
e. 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 by the City.
iii. City of Santa Ana, its officers, employees, agents and representatives shall
be Additional Insureds with respect to General Liability and Auto Liability
Insurance is Primary and Non -Contributory.
iv. 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 of cancellation with ten (10) days
prior notice for non-payment of premium in accordance with policy
provisions.
v. Certificates of insurance shall show the City as a certificate holder as
follows:
City of Santa Ana
Risk Management Division, 4`h Floor
20 Civic Center Plaza
Santa Ana, CA 92702
vi. Where the amounts or coverage provided by the certificates of insurance
provides coverage greater than those listed by this Agreement, the amounts
provided by the certificates of insurance shall be incorporated by reference
into the Agreement.
vii. Consultant shall supply City with a fully executed additional insured
endorsement.
If Consultant 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 forthwith terminate this Agreement. Such termination shall not affect
Consultant's right to be paid for its time and materials expended prior to notification
of termination. Consultant waives the right to receive compensation and agrees to
indemnify the City for any work performed prior to approval of insurance by the
City.
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6. INDEMNIFICATION
Consultant agrees to and shall 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 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 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
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.
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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
Finance & Management Services
City of Santa Ana
20 Civic Center Plaza (M 17)
P.O. Box 1964
Santa Ana, CA 92702-1964
Te lefacsimi le: 714-647-5304
To Consultant:
Russ Rezai
InfoSend,Inc.
4240 E. La Palma
Anaheim, CA 92807
Telefacsimi le: 714-993-1306
Email: russ.r(Qinfosend.com
A party may change its address by giving notice in writing to the other party. Thereafter,
any notice, tender, demand, delivery, or other communication shall be addressed and transmitted
to the new address. If sent by mail, any notice, tender, demand, delivery, or other 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, any notice, tender, demand, delivery, or other 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.
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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, that 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 the 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.
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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 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 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.
c. This Agreement must be signed below and may be signed in counterpart and delivered
by fax, emailed as a PDF (Portable Document Format) file attachment, or by other means that
displays the original or a copy of the signatures. Any subsequent amendments may be signed and
delivered in the same manner.
[Signature page to follow]
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IN WITNESS WHEREOF, thepartieshereto have executed this Agreement the date and year first
above written.
ATTEST:
DAISY GOMEZ
Clerk of the Council
APPROVED AS TO FORM:
SONIAR. CARVALHO
City Attgme�l.�
By:
Rvan O. odgc
Assistant City At prncv
RECOMMENDED FOR APPROVAL:
KATHRYNDOWNS
Executive Director,
Finance and Management Services Agency
CITY OF SANTA ANA
KRISTINE RIDGE
City Manager
CONSULTANT
64--
SS
President
Tax ID # 33-0748516
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Exhibit A - Scone of Consultant Primary Services
This Exhibit A is an integral part of and is subject to the terms and conditions of the Master Service
Agreement (the "Agreement") between Consultant, Inc. ("Consultant") and the City of Santa Ana
("City"). This Exhibit A provides the Services which Consultant shall deliver to Client to permit
the Client's customers ("Users") to use the products and services to view and pay their bills. To
the extent that any term is not expressly defined herein, it shall have the meaning set forth in the
Agreement.
Client will select one or more of Consultant's Primary Services from the list below by checking
the box next to the Primary Service name. Any Primary Services not selected prior to the execution
of this Agreement can be added at a later date via an Agreement Amendment.
Data Processing, Printing and Mailing Service ("DPPM Service"): During the term of
this Agreement, Consultant will provide data processing, printing and mailing services. The
Service consists of processing data, printing documents, mail preparation, applying postage
(where applicable) and sending via the United States Postal Service. Document types
include but are not limited to bills, postcards and letters.
0
eBusiness Services (the "eBusiness Services"): During the term of this Agreement
Consultant will provide eBusiness Services. These services can include presenting bills
online and/or accepting and reporting payment transaction information to facilitate ACH
and/or credit card payments via web, Interactive -Voice -Response (IVR), SMS, or Bank
Billpay (e-Lockbox).
Section 1. Data Processing. Printing and Mailing (DPPM) Service Descrintion
A. Data Transfer and Processing
• Client to transmit data to Consultant in an agreed upon format. Should Client make changes
to data file format after initial setup is complete, it agrees to pay for the professional
services required to accommodate the new file format. See Exhibit C — Professional
Services — for information on initial setup and ongoing programming changes.
• A File Transfer Report will be emailed to the Client representatives who have opted -in to
this email. A copy of this report is also available to download from the Consultant website.
• Client will have access to an online Job Tracking application that shows the progress of
each file as it is processed and becomes a batch of documents to be printed and mailed.
Client can see both the original input file name and the Consultant -assigned "Job Code".
• Consultant will process the mailing addresses and perform the following functions:
o Apply CASS-certified address validation
o Comply with USPS requirements to obtain pre-sort automation rates for qualified
client mail pieces
o Stay current with all USPS regulations required to mail presorted first-class mail
• Consultant will optionally provide proofs of the final print -ready PDF files to Client to be
reviewed and approved before printing begins (if requested).
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B. Document Printing and Mailing
• Batches are printed by Consultant using a high-speed production process onto the agreed
upon forms.
• Printed documents are put through a quality control process and then released to the
mailing department to be inserted into outgoing envelope. A return envelope and any
applicable inserts are included as defined by client workflow.
• After a batch of mail is completed in Consultant's system it will be marked as such in the
online Job Tracker and a Process Confirmation Report will be emailed to the Client
representatives who have opted -in to this email. A copy of this report is also available to
download from the Consultant website.
Section 2. eBusiness Service Description
A. General System Description
• Mobile -Ready Customer Engagement: all products are mobile compatible out of the box,
with no app store downloads required of customers. Powered by Consultant's CCM
platform, customer specific messaging and payment reminders are delivered electronically.
• Multi -Channel Payment Collection: Consultant's payment platform will consolidate web,
telephone, SMS, CSR, in -person EMV and bank payments into a single lockbox file.
• One -Time and Automatic Payments: allow customers to quickly make a one-time payment,
as well as sign up to have their payment account auto debited with each billing cycle.
• Bill Notification and Presentment: notify customers via email when a new bill is available,
and securely deliver exact replica of printed document to customers' inbox or show online
via the secure portal.
• Interactive Voice Response (IVR): accept customer payments via automated phone
service with Consultant -hosted phone number, enabling client phone systems to redirect
customers with ease.
• SMS Text -to -Pay: enrolled customers may opt in to receive text notifications of new bills,
and reply to have the registered payment method drafted for the amount due, speeding up
the time to payment.
• Bank Payments (MasterCard RPPS): Consultant can collect payments made via the
customer bank and include them within the lockbox file.
• PCI-Compliant Cloud Based Solution: electronic billing and payment related products
hosted in the cloud by Consultant in a secure PCI-Level 1 compliant environment.
B. Data Transfer and Processing
• Client to transmit data to Consultant in an agreed upon format, using the Data Transfer and
Processing workflow described in Section 1.
• If the Client is not using Consultant's DPPM Service, USPS address workflow will not be
applied.
• Data loaded into the eBusiness system is used to facilitate accurate payments via Web,
IVR, SMS or Bank BillPay.
C. Customer Enrollment and Bill Notification
• Data loaded into the system will be used to facilitate customer enrollment, using two pieces
of information specific to the customer bill.
• For enrolled customers, system will send a notification of the new bill available via email.
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• For enrolled customers who have opted in, system will send an SMS alert.
• For customers using the IVR system, bill information will be dictated by text to voice.
• For customers paying via Bank BiIIPay, the account number can be validated by the system
prior to accepting payment.
• The system may optionally be configured to display a PDF replica of the bill image.
D. Customer Payment and Reporting
• Customers can make payment via Web, SMS, IVR or Bank BiIIPay, depending on channels
which Client has requested Consultant setup.
• Payments can be configured to allow Users to pay by bank account and/or credit/debit card.
• All payments will be reported in a standard daily "lockbox" file.
Section 3. Imnlementation and Support Descrintion
A. Implementation
• Dedicated Account Manager acts as primary contact and project manager, coordinating all
internal setup activities with Consultant programming and operations staff.
• All setup and training performed virtually, using phone, email, and web -based tools for
issue tracking and screen sharing.
• All communications, documentation and test files tracked and stored securely within the
Consultant CRM system, allowing other Consultant personnel to contribute or take
ownership of the project.
• Key milestones are established at kickoff, then tracked and reported throughout the project.
• During programming, Consultant's Data Processing platform is configured to automate
client -specific Quality Assurance (QA) during processing.
• Parallel Testing is run prior to go -live, ensuring all aspects of the application are validated
before launch.
• Go -Live includes an "all -hands" approach, with all key Consultant managers required to
review the launch day activity and sign off before application output is final.
B. Support
• Dedicated Account Manager from implementation also assigned to monitor and provide
support.
• Dedicated Support Staff for reviewing and responding to incoming issues.
• Multiple communication channels available for client preference: web support ticketing
tool, email, and phone.
• Proactive support initiated by Consultant staff when client data issues are detected by
Consultant Quality Control processes.
• Issues tracked via Consultant CRM tool, ensuring full resolution before the ticket can be
closed.
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Exhibit B - Consultant Fees
This Exhibit B is an integral part of and is subject to the terms and conditions of the Master Service
Agreement (the "Agreement") between InfoSend, Inc. ("Consultant") and the City of Santa Ana
("City"). This Exhibit B provides the Fees which Consultant shall bill to City in exchange for
Services. To the extent that any term is not expressly defined herein, it shall have the meaning set
forth in the Agreement.
Section 1. Price Escalations to Consultant Fees
Consultant Fees can be adjusted once every twelve (12) months to account for increases in the cost
of materials, labor, and other overhead costs. Consultant reserves the right to increase Consultant
Fees on a yearly basis (starting with the first anniversary of the Agreement date) not to exceed the
Consumer Price Index (CPI) for the State of California, plus 1.5%. The City will be notified, in
writing, at least thirty (30) days prior to such price increase. An amendment to the Agreement will
not be required if the Fees are changed, unless the terms or conditions of the Agreement have
otherwise changed. Postage fees can change at any time per USPS regulations and do not require
an amendment to the Agreement.
Consultant pricing is predicated on City representations of City and City User transactional usage.
Should City's actual continuous volume and/or recurring frequency deviate by more than thirty
percent (30%) from what City has represented to Consultant in Section 2 below, then Consultant
reserves the right to invalidate the Fees listed in this Agreement. Should this rare situation arise
then Consultant will notify City immediately and negotiate with City in good faith to pass on any
increased costs to City, in line with actual City and City User transactional usage. As defined in
Section 5.2(iv) of the Agreement, should Consultant and City fail to agree upon updated Fees,
Consultant reserves the right to terminate this Agreement with one hundred eighty (180) days'
notice.
[Exhibit B continued on next page]
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Section 2. Client Representations
Document Types and Annual Ouantities
Bills/notices under program codes:
SNC — 236,927
SNF — 6,283
SNU — 33,282
Dog License under program codes:
SNL — 15,280
SNR-1,394
Tax Documents under program codes:
SNG — 6,504
SNN — 4,184
SNT — 21,667
SN9 — 9,803
SNM - 936
Number of Batches Monthly
Varies by application and job code
Custom Materials and Monthh, Volumes
Some Job codes use custom material and depicted in pricing by Job
Average Customer Payment Amount
EBPP — Only dog License applications apply and represents about 1300
per month — N/A on average payment.
Section 3. DPPM Fees:
1nfoSend Data Processing, Print and Mail Pricing
Utility Billing Documents (SNC/SNF/SNU) 1 $0.119 per document
One Page with Return Envelope — InfoSend Standard
Materials
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Doc,License Documents_ (SNL/SNR) I $Ot1135 per document
One;P6 a with Return' Envelope— InfoSend Standard
Tax Documents (SNC/SNN/SNT/SNM) $0.206,per document
,One Page .with Return Envelope— InfoSend •Standard
Materials
Tax Document (SN9) . ' I $0;237 per document
Finished mail pieces are delivered to the USPS within one (1) business day. If samples (proofs)
are requested then the mailing will be completed within one day of sample approval. File upload
deadline for next -day mailing is 3:OOPM local time at the production facility designated for your
account. If samples are required then they must be approved by 5:30PM local time for the file to
be mailed by the next business day.
The below provides the components of the summary price given above. All pricing is based on
"Client Volume Assumptions" listed below and excludes applicable sales tax.
Printing and Mailing,Service
SOA73'
Utility Bill Documents : Print Fee per. Page with'
up to 2/0 Ink
$0.0675
Dog License — Print Fee per Page with 22/0 with
up to 2/0 Ink
SO.16„
Tax documents — Print Fee per Page with up to
2/6 Ink
$0.191
Tax Documents — Program SN9 - Fee per Page,
with up to 2/0 Ink
USPS Postage
Pass4 irough
A postage deposit will, be
required prior, to starting
service:
Duplex Printing
$0.02
Additional spot colors (up to full color)
$0.003 per additional color
Inline Insert Print Fee
$0.04 Black printing
$0.06 Color printing
Batch Fee (per mailing batch under 200 mail pieces)
$5.00
Excess Pages Handwork Surcharge (per mail piece)
$0.35
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Address Updates $0.50 NCOA
$0.50 ACS
Materials
Standard Paper Stock (per sheet)
$0.015
Standard Outgoing #10 Envelope
$0.016
Standard Return #9 Envelope
$0.015
Outgoing Flat Envelope — used for mail pieces with
excess pages
$0.16
Requested Optional Form — 8.5x 11 Recycled
Requested Optional form — 8.5 x 14 Recycled
$0.021
$0.026
Requested Optional Outgoing #10 Envelope -
Recycled
$0.023
Requested Optional #9 Envelope - Recycled
$0.0225
Insert -Services
InfoSend Produced Quoted based on
specification
Envelope Messaging (Snipes) Quoted based on
specification
Electronic Inserts $0.01
Drop Shipped Inserts $0.01 per insert
$0.02 additional per insert
folded
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Print Image Archiving (Per Document Image), with
$0.01 - For 12 Months of
included USPS mail tracking
Retention
$0.017 - For 18 Months of
Retention
$0.022 - For 24 Months of
Retention
$0.027 - For 36 Months of
Retention
Final Doc Transfer (FTP)
$0.01 per image InfoSend
Batch File
$0.02 per image Custom
File Format
Professional Services Rate (per hour)
$150
Return Mail Service
$0.25 per reported
returned mail piece
$0.50 per mail piece
returned to InfoSend PO
Box
Remit Tracking
$100 monthly support fee
Section 3.1. Custom Forms/Envelopes
If City has selected the Printing and Mailing Service and at any time requests that Consultant Fees
include the cost of custom City -specific materials (either in this Agreement or since its execution),
then City understands and accepts that these materials will be purchased in bulk to achieve the
lowest possible per -unit cost. City agrees to purchase any remaining supplies of requested custom
materials (normally forms or envelopes) if City stops using Consultant's Service for any reason.
City agrees to purchase the remaining supply of custom forms/envelopes upon City's request to
change the custom forms/envelopes before the supply has been depleted.
Section 3.2. USPS Postaee Rates
Postage rates are determined by the United States Postal Service. All postage rate changes are
determined directly by USPS and are independent of any Consultant service or materials fees. In
no event shall any change in the postage rates affect the Consultant service or materials fees. The
City will be invoiced the amount of excess for overweight and foreign mail.
Section 3.3. Postaee Denosit
Consultant, as current provider, already has a postage deposit on file for the City.
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Section 4. eBusiness Service Fees:
InfoSend Electronic Payments and Presentment Pricing
Bank Account (ACH) I Per EPX Contract
Credit Card (CC) Per EPX Contract
Interchange: Pass -through
Above.fees cover payment initiation through all channels hosted by InfoSend.
All Payment Processing fees will be assessed by Global Payments and included in a merchant
statement. All pricing is based on "Client Volume Assumptions" listed and excludes applicable
sales tax.
InfoSend may apply different limits per transaction to control risk or increase user adoption.
Online BillPay PlatformQuickPay
Online BillPay Setup Fee
Exists Already
Monthly Maintenance
$200.00
Per eBill Loaded
N/A
Per Enrolled Customer Fee
N/A
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Exhibit C — Professional Services
This Exhibit C is an integral part of and is subject to the terms and conditions of the Master
Service Agreement (the "Agreement") between InfoSend, Inc. ("Consultant") and the City
of Santa Ana ("City"). This Exhibit C provides Consultant's Professional Services Fees
which Consultant shall bill to City in exchange for Professional Services. To the extent that
any term is not expressly defined herein, it shall have the meaning set forth in the Agreement.
Section 1. Price Escalations to Consultant Professional Services Fees
Consultant Professional Services Fees can be adjusted once every twelve (12) months to account
for increases to the cost of providing these services. Consultant reserves the right to increase
Professional Services Fees on an annual basis, starting with the first anniversary of the Agreement
date, if needed. The City will be notified, in writing, at least thirty (30) days prior to such price
increase. An amendment to the Agreement will not be required if the Professional Services Fees
are changed, unless the terms or conditions of the Agreement have changed.
Section 2. Definition of Professional Services
Consultant Professional Services are the technical services that are required to perform the initial
setup of the Consultant Primary Services defined in Exhibit A and the technical services required
to make changes to these Primary Services after the initial setup is complete. Once any Primary
Service is live and operational Professional Services will not be required unless City requests a
change or makes changes to its data file format or business rules which necessitates a change to
Consultant's system configuration or programming.
Examples of Consultant Professional Services:
• Project requirements gathering and analysis hours
• Project management and/or consulting hours
• Software development and system configuration hours related to the processing of City's
data
• Software development and system configuration hours related to document design, web
portal setup, business rule configuration, or any other applicable technical services
• Application testing and deployment hours
Section 3. Professional Services Fee and Process for Approval and Payment of Fee
The current Professional Services Fee is $150.00 per hour.
In the event that a project will incur billable Professional Services hours, City will be informed
before work begins. Consultant and City will execute a Statement of Work for project that City
wants Consultant to undertake. The payment terms for the project depend on the size and scope of
the project. The Statement of Work can include payment terms that are different than the terms
listed in this Agreement for Consultant Fees, otherwise these terms will apply and the project fees
will be invoiced upon project completion. Small projects that incur less than five (5) hours of
Professional Services can be initiated without a Statement of Work if City accepts and executes a
Programming Quote for this work.
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Any project that will take more than five (5) hours of Professional Services work will require both
parties to execute a formal Statement of Work. Depending on the nature of the work required,
Consultant will provide one of the following quotation methods:
Fixed Quote — a fixed project cost will be set. Consultant may elect to waive this cost in
some circumstances. City understands and accepts that it must accept the terms and
conditions of the, Statement of Work for the project and that changes made to the project
requirements, data file structure, etc., after the Statement of Work and any amendments to
it have been finalized will require City to pay for these changes on a Time and Materials
basis. City will be notified immediately if this scenario arises and will be given an option
to keep the original project specifications to keep the fixed quote in place.
Time and Materials quote — should it not be possible to provide a fixed quote due to the
nature of a City's requested project, then Consultant will provide an estimated number of
hours to complete the project and bill the hours on a Time and Materials basis. The
Statement of Work will include the terms and conditions for these project types and City
will be invoiced weekly for the hours spent on the project.
The Initial Setup cost for the Consultant Primary Services selected in Exhibit A are listed in Exhibit
B. These costs have been provided using a Fixed Quote process, explained in Section 3 above.
City understands and agrees to these terms, and to the project -specific terms and conditions that
will be provided in the Statement of Work that will be created to capture City's specific
requirements and data types.
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