HomeMy WebLinkAbout25J - AGMT - BILL PRINT AND PAYMENT SRVSREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
FEBUARY 4, 2014
TITLE:
AGREEMENT FOR BILL PRINT AND
PAYMENT SERVICES WITH
INFOSEND, INC.
CITY MANAG R
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
APPROVED
❑ As Recommended
❑
As Amended
❑
Ordinance on 1s' Reading
❑
Ordinance on 2nd Reading
❑
Implementing Resolution
❑
Set Public Hearing For
CONTINUED TO
FILE NUMBER
Authorize the City Manager and Clerk of the Council to execute an agreement with InfoSend, Inc.
for municipal utility services bill, paramedic subscription, dog licensing and business license tax
printing and mailing, and electronic bill presentment and payment services not to exceed $250,000
annually, during the term from February 28, 2014 through February 28, 2016, with the option to
extend one additional year upon the writing executed by the City Manager, subject to non -
substantive changes approved by the City Manager and City Attorney.
DISCUSSION
The Treasury Division is responsible for the billing and payment processing of municipal utility
services accounts, paramedic subscription services, dog licenses and business license taxes. On
February 20, 2007, the City Council approved an agreement with InfoSend, Inc. for bill printing,
mailing and electronic bill presentment services for Municipal Utility Services (MUS). InfoSend was
determined to be the most cost - effective method for printing of all MUS bills as well as processing
associated e- payments. Since 2007, the Treasury Division has taken advantage of technology and
process improvements with the use of InfoSend in order to provide alternative service delivery
options to customers. Through InfoSend, the Treasury Division provides on -line payment of dog
licenses, the printing of dog license and business license renewals. Furthermore, through
InfoSend the City expanded on -line services such as the paramedic subscription and automating
the processing of payments. Additionally, these efforts have allowed the Treasury Division to
continue to operate at reducing staffing levels of over 20 percent since 2007.
Outsourcing of bill printing with InfoSend enables the City to take advantage of reduced postage
rates of over $20,000 per year. The breakdown of bill printing and payment processing is
$114,125; and $135,875 for postage. InfoSend, Inc. has agreed to maintain the same rates
associated with providing these services which includes pass- through of applicable Sales Tax and
postage. Given the vendors past performance, staff recommends retaining InfoSend for bill print
and payment services.
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Agreement for Bill Print and
Payment Services
February 4, 2014
Page 2
FISCAL IMPACT
Total contract cost of the agreement is estimated to be $250,000. Funds are available in the
Treasury and Customer Service Account (no. 01110130- 62300).
Francisco Gutierrez
Executive Director
Finance & Management Services Agency
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CONSULTANT AGREEMENT
THIS AGREEMENT, dated as of this _ day of February 2014 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 City acknowledges that it has received prior municipal bill printing and mailing
services and electronic bill presentment and payment processing services from
Consultant prior to the date of this Agreement and intends this Agreement to cover
services commencing as of February 28, 2014,
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:
SCOPE OF SERVICES
Consultant shall provide paper bill processing, printing and mailing services along
electronic bill presentment and payment services, as set for the in City RFP for Utility Bill
Printing & Mailing Electronic Bill Presentment and Payment Services, on file at the City's
Treasury Department and incorporated.by this reference, and Consultant's Proposal for Utility
Bill Printing and Mailing, attached as Exhibit A to this Agreement.
The bill printing and mailing process consists of processing data, address validation and
POSTNET bar coding, printing docrunents, mail preparation, applying presorted postage and
sending via the United States Postal Service for the City's municipal utility bills; business license
tax bills, certificates - arid .licenses; dog license bills, certificates and licenses.
of:
Consultant will also provide Electronic Bill Presentment and Payment services consisting
e presenting utility bills online and accepting payment transaction information to facilitate
ACH or credit card payment., and
o presenting; dog license bills online and accepting payment transaction information to
facilitate ACH or credit card payment.
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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 A. The total sum to be expended under this
Agreement shall not exceed $ 250,000.00 annually during the term of this Agreement.
b. Payment by City shall be made within thirty (30) 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. The printing and mailing unit prices quoted may increase at the commencement of
successive one -year terms if the costs of materials increases. Any such unit price increase will
be no more than the annual CPI percentage change for the State of California. Consultant shall
notify City at least thirty (30) days prior to the new one -year term if any such price increase is
instated.
d. 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.
TERM
This Agreement shall commence on February 28, 2014 and terminate on February 28,
2016 unless terminated earlier in accordance with Section 12, below. The term of this
Agreement may be extended for one additional year upon a writing executed by the City
Manager.
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:
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a. Due to the nature of the services provided, commercial general liability insurance is
not required.
b. Worker's Compensation Insurance. In accordance with the provisions of Section
3300 of the Labor Code, Consultarit 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, Consultant agrees to obtain and maintain any
employer's liability insurance with limits not less than $1,000,000 per accident.
c. Professional liability (errors and omissions) insurance, with a combined single limit of
not less than $1,000,000 per claim,
d. 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 in form by the City Attorney.
(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.
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 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,
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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 rare. "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
parry 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 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.
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.Q. Box 1988
Santa Ana, CA 92702 -1988
teiefacsimile (714) 647 -6956
With courtesy copies to:
Christine Duarte,
Treasury Manager
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City of Santa Ana
20 Civic Center Plaza (M 14)
P.O. Box 1968
Santa Ana, CA 92702 -1968
Telefacsimile: 714- 647 -5304
Email: cduarte@santa-ana.org
and City Attorney
City of Santa Ana
20 Civic Center Plaza (M -29)
P.O, Box 1988
Santa Ana, CA 92702
Telefacsimile: 714- 647 -6515
To Consultant:
Russ Rezai
1nfoSend,Inc.
4240 E. La Palma
Anaheim, CA 92807
Telefacsimile: 714- 993 -1306
Email: russ.r @infosend.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 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.
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,
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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 pet-formed 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.
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 Change 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
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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 hereinbelow has the power,
authority and right to bind their respective parties to each of the terms of this Agreement, mid 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.
IN WITNESS WHEREOF, the parties hereto have executed this Agreement the date and year
first above written.
ATTEST:
MARIA D. HUIZAR
Cleric of the Council
APPROVED AS TO FORM:
SONIA R. CARVVALHO
City Attornpey -- —,
City Attorney
RECOMMENDED FOR APPROVAL:
FRANCISCO GUTIERREZ
Executive Director of Finance
and Management Services
CITY OF SANTA ANA
DAVID CAVAZOS
City Manager
CONSULTANT
RUSS REZAI
Chief Operating Officer
Tax ID # 363- 0748516
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InfoSend Response— 12/29/2006
AnIoSend,nc.
Data Processing • Statement Printing & Mailing • E- Billing
RESPONSE TO:
City of Santa Ana
Request for Proposal
UTILITY BILL PRINTING & MAILING,
ELECTRONIC BILL PRESENTMENT
AND PAYMENT SERVICES
Company Name InfoSend, Inc.
Contact Name Russ Rezai
Phone (714) 525 -8600 Fax
City of Santa Ana Contact:
Contact Title V.P. of Develo
446 -1482 Email russ.r @infosend.com
Christine C. Calderon
Treasury Manager
P.O. Box 1964
20 Civic Center Plaza, M14
Santa Ana, CA 92701
Telephone: 714-647-5335
EXHIBIT A
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InfoSend Response — 12/29/2006
December 29, 2006
Utility Bill Printing and Mailing
City of Santa Ana
Purchasing Division
P.O. Box 1964
20 Civic Center Plaza, M16
Santa Ana, CA 92701
Re: Utility Bill Printing & Mailing Electronic Bill Presentment & Payment Services
To Christine Calderon:
Thank you for this opportunity to submit the enclosed proposal for Utility Bill Printing & Mailing
Electronic Bill Presentment & Payment Services. The aforementioned proposal contains a
detailed response as to how InfoSend, Inc. will provide efficient, reliable, and secure services for
a low per bill cost. InfoSend has the experience and systems to meet or exceed all of the
requirements as described within the RFP. We have been providing bill printing and mailing
services since 1996 and are very interested in serving the City of Santa Ana.
InfoSend has a strong presence in Orange County and is located less than 10 miles from the
City of Santa Ana on Civic Center. This ensures that the City's customers will receive mail
processed by InfoSend as quickly as possible. It also gives the City the ability to drive any last
minute inserts or data media to InfoSend should its internet connection go down.
InfoSend can provide every service option requested by the City of Santa Ana. InfoSend
currently services over fifty cities and other utilities located in California. InfoSend's quality of
service is simply exceptional — we have never lost a utility client due to lack of performance or
pricing. InfoSend once had a utility client who stopped billing its customers directly; the billing
was transferred to the county property tax roll. This is the only utility client ever to leave
InfoSend and hopefully this should speak volumes about our quality of service!
Proposal Contact Information:
Contact: Russ Rezai, VP of Development E -mail: russ.r @infosend.com
Toll Free: 800.955.9330 Fax: 714.446.1482
Address: 1041 S. Placentia Avenue, Fullerton, CA 92831
I will be the primary contact person for this RFP. Please contact me with any questions or
clarifications pertaining to this proposal. I certify the accuracy of this proposal and acknowledge
InfoSend's agreement to be bound by and in compliance with the terms and conditions for a
period of (90) days effective as of December 29, 2006.
Respectfully,
Russ Rezai
VP of Development
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■
InfoSend Response — 12/29/2006
REQUIREMENTS AND SCOPE OF WORK
A. General Requirements: EBPP
1. This requirement is met. The City will choose what it wants to call the EBPP application
and add a button /link to www.ci.santa- ana.ca.us to give customers access to it. Once
clicked, this link will take the customer to the EBPP portal that InfoSend will host.
2. This requirement is met. InfoSend will match the "look and feel" of the City's current site.
3. This requirement is met. InfoSend's technical team has reviewed the Section 508
standards and they are already compatible with our EBPP programming methods.
4. This requirement is met. All information is confidential and protected. User passwords
are stored using a one -way hash and cannot be read by anybody. The application is
hosted by physical three -tier layer architecture. The presentation server, the application
server, and the database server are separated onto different physical networks. Users
can only connect to the presentation server over 128 -bit SSL in order to ensure that all
information passed from the customer to the application is encrypted. Anti -fraud features
such as Address Verification Service (AVS) and Credit Card Security Coding (CSC) are
used when payment transactions are processed.
Unauthorized users cannot access utility account data, bank account or credit card
numbers, or other payment information. The data that InfoSend transmits to its payment
processors is encrypted. Industry standard security methods safeguard data and
external site monitoring scans for open ports or other security issues. Proper access
control methods insure that internal users can only access the data relates to their job
functions. While InfoSend uses the Windows operating system for internal processing,
the EBPP application itself is hosted on Red Hat Enterprise servers. InfoSend elected to
use this operating system for its web hosting because independent studies have shown
it to have less critical security flaws than Windows has had over the years.
Physical facility security measures are in place to prevent unauthorized access to data.
Security cards /tokens are required to enter the building. Visitors must be signed in
before entering. All servers are centrally located and only authorized staff members can
access them.
The City can choose between many security options to protect customer data:
a. To enroll for the EBPP service customers can be forced to enter more than just
their account number (which is the basic requirement). The City can choose
additional data fields — like previous bill amount.
b. The City can choose to use security certificates on outgoing emails. This will
allow the customer to verify that the email came from the City's EBPP
application.
c. The City can choose to simply email its customers a link to the EBPP portal to
view the newest online bill, or it can email the bill itself. Encryption can be used to
ensure that the emails are only accessible by the customer who enrolled for the
service.
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InfoSend Response— 12/29/2006
5. This requirement is met. The bill images will be reproduced in their current form.
This requirement is met. InfoSend will sign the indemnification agreement. In InfoSend's
view this patent is overly broad and will eventually be overturned. The patent is for the
process of EBPP, not a specific software solution that relates to it. Emergis no longer
offers an EBPP solution. The patent has been challenged in the United States District
Court for the District of Kansas. The court issued a "claim construction order" that limited
the scope of the patent to exclude billers who use third parties to offer EBPP to their
customers.
Text from: www.energypulse.net /centers/ article /article _ display.cfm ?a_id =1385
Up until now, a bone of contention in the interpretation of the patent was whether it
covers EBPP systems that use third -party EBPP service providers such as PayPal or
CheckFree. Emergis asserts that it does. However, on September 14, 2006, the United
States District Court for the District of Kansas issued a "claim construction order" in the
case filed by Emergis against cable TV company Cable One, Inc. in which the court
determined the meaning and scope of certain terms used in the claims of the `362
patent.
"In basic terms, the claim construction order says the '362 patent does not cover any
third -party system where the payment instructions are sent from the consumer to a third -
party EBPP service provider as opposed to going directly to the biller," says Griffin. "This
is a significant blow to Emergis's licensing campaign. Up to this point, Emergis has
argued that a utility using a third -party EBPP service provider infringes the `362 patent if
their customers do not realize when they have left the utility's Web site to pay their bill at
the third -party service provider's Web site, especially where the third -party service
provider's site looks like the utility's Web site."
This requirement is met. In addition to this, InfoSend will provide the City with round the
clock support for critical issues. InfoSend offers standard customer support, 8 a.m. to 5
p.m., to all customers. An after -hours support number will be provided to the City and
can be used 7 days per week, 24 hours per day, 365 days per year. When this number
is called the City will receive a response from an InfoSend technical representative
within 4 hours. This extended support is currently provided to clients like the City of
Anaheim who have data processing operations that run 24 hours per day.
B. Requirements: Product Development and Ongoing Maintenance
1. This requirement is met. EBPP functionality and processes will be developed by and
hosted by InfoSend.
2. This requirement is met. InfoSend will be will be responsible for customer authentication,
payment authorization, security, error processing, and reports. Customer support is
normally handled by providing a webpage for City customers to fill out when they have
question. An email is then immediately sent to a specified City address to communicate
the question and a copy is sent to the customer. If the City wishes the email to be sent to
InfoSend instead and for InfoSend to contact the customer this can be done as well.
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InfoSend Response— 12/29/2006
However, it is usually better for the City to contact the customer because it has access to
the full utility billing system.
3. This requirement is met. InfoSend will format files to work with the City's system. Files
can be emailed to City or posted on a secure website for download. They can also be
PGP encrypted and placed on InfoSend's FTP server for automatic retrieval by the City.
4. Both requirements are met. InfoSend can develop and host the presentation functionality
and provide the payment functionality. InfoSend's has successfully integrated its
presentation system with three different online payment processing platforms and will
integrate with the City's current credit card processor for this application. Transactions
are securely processed and if a payment error occurs InfoSend emails the customer to
inform him or her to review their payment profile setup and retry the payment.
C. Requirements: Bill Presentation
1. Provide the ability to display, by customer:
a. This requirement is met.
b. This requirement is met. EBPP application displays payment history. If City wants
to show offline payments it can transmit a payment history file to InfoSend or
provide a web service to query this data.
c. This requirement is met. Consumption history will be pulled from the data that the
City sends to InfoSend.
2. This requirement is met
3. This requirement is met. If the bill is presented in HTML format it can be printed. A link is
provided to show just the bill in the browser so that the page navigation does not print. If
the bill is pulled from the City's archive in PDF format then the PDF can also be printed.
4. This requirement is met. City can choose if it wants the graph to be embedded on the
electronic statement itself or linked to. If it chooses the second option the link can open
in a new window, or replace the window contents with the graph. Additionally, the graph
can be hidden on the electronic statement itself and once the link is clicked the
statement will expand in size and the graph will be shown.
5. This requirement is met. The EBPP portal will allow the customer to turn off paper bill
delivery. This information will be transmitted back to the City so that the customer
account can be flagged properly.
6. This requirement is met. The bills will be posted to the website the same day that they
are mailed. The City can choose whether or not it wants to see samples of the online
bills before they are presented to the customers.
7. This requirement is met. An email will be sent to the customer each time a bill is
available for viewing and payment that contains a link to the EBPP portal. The city can
also choose to email the bill itself to the customer. This is a very unique feature that
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InfoSend Response — 12/29/2006
InfoSend has and to the best of our knowledge it is not something that all vendors can
provide.
8. This requirement is met.
D. Requirements: Bill Payment
1. InfoSend can report the payments to the City the same day they are received or the next
day when they are settled.
2. This requirement is met. The City can make it clear to customers via the printed notices,
online bill, and online web pages that the customer must initiate an online payment by a
certain time to avoid a disconnect. While InfoSend can present final notices online it
normally recommends that these be sent via regular mail to avoid last minute payments
through the EBPP system that will not meet the cutoff time for that day. It is better for
these customers to call the City's customer support and have the payment entered via
InfoSend's CSRPay virtual terminal. This way the CSR is aware of the payment and the
City can also choose to only allow credit card payments to avoid disconnects.
InfoSend understands that some customers will ignore instructions and initiate payments
through the EBPP system prior to shutoff. If the City performs customer shutoffs at the
same time each week then a report can be sent to the City prior to this time that lists all
payments attempted in the previous 24 hours. The City can then investigate these
payments before the customer is shutoff to see if the customer made a genuine attempt
to pay their balance. The report contains the payment amount so that the City can see if
the customer simply paid a small portion of their balance to avoid shutoff. The delinquent
customer process can be customized to suit the City's unique needs.
InfoSend also provides a CSR portal for the City to investigate actions that the customer
has taken.
3. This requirement is met. InfoSend can develop a feature into the EBPP portal for
customers who have been disconnected and want to reestablish service. A separate
payment page can be provided for disconnected customers. Any time a customer makes
a payment using this page an email will immediately be sent to the City so that it can
review the payment amount and reestablish service.
4. This requirement is met. InfoSend can report payments to the City in a variety of ways.
Any payment can be reported, even if it has not cleared yet. A CSR portal allows the City
to view any payments that have been submitted on- demand.
5. This requirement is met. InfoSend has met with the City's current credit card processor
to ensure that their platform is compatible with our EBPP system. Both EPX and
InfoSend have had an opportunity to ensure that each party can work with each other.
6. Credit Card Payments:
a. This requirement is met. The VISA and MasterCard cards are both accepted.
The City can later choose to offer other card types as well. The City can choose
to set a maximum payment amount for credit card payments to reduce the fees
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InfoSend Response— 12/29/2006
paid to the card vendors. In addition to this the City will receive the utility rate
discount for credit card payments.
b. This requirement is met. InfoSend's EBPP application includes a CSR portal that
allows City staff to perform a variety of functions. The City can choose to give its
CSRs the ability to initiate payments on the customer's behalf. If the customer
had previously entered his or her credit card number into the system then the
CSR will not be able to view the entire number as it will be truncated for security
reasons. But the CSR can still initiate a payment on the customer's behalf. If the
customer had not yet setup a payment profile then the CSR can do it for the
customer and initiate payment. The CSR can even enroll the customer for EBPP
if this has not been done yet.
In addition to this, the City can also use InfoSend's payment -only application
(QuickPay) to initiate credit card or ACH (bank draft) payments for customers
who do not wish to enroll for EBPP. If a CSR simply wants to initiate a one -time
payment for a customer without walking to a credit card machine or enrolling the
customer in EBPP then this application is a fast and simple way to initiate the
payment. The process is faster, easier, and more secure than the credit card
machine while also allowing bank draft payments.
c. This requirement is met.
It is understood that recurring payment amounts will vary each month.
The EBPP system supports this feature.
The payment threshold amount is a feature supported by the EBPP
system. The City can choose a max amount or let customers choose that
amount.
d. Not Applicable - InfoSend is able to process recurring payments based on the
requirements above.
7. Bank Draft Payments
a. This requirement is met. InfoSend uses the acronym ACH to describe bank draft
payments. Electronic bank draft payments are processed through the Automated
Clearing House (ACH) network. This is the most common and cost efficient
method to process electronic bank payments. The City can set a maximum
amount for ACH payments.
b. All requirements are met. Automatic ACH payments are handled in the same way
that automated credit card payments are handled. Please see section 6(c) for
more information. Some of InfoSend's clients choose to only offer automatic ACH
payments and do not offer automatic credit card payments. This saves the biller
a considerable amount of money because unlike credit cards, ACH payments do
not incur a percentage -based fee.
c. Not Applicable - InfoSend is able to process recurring payments based on the
requirements above.
D. Requirements: Future phases of Web Services Implementation
25J -17
InfoSend Response— 12/29/2006
Allow customers to request services or programs interactively on the website. The
functionality should ensure that required information /fields are populated, editable, and
secure. Examples of online interaction are as follows:
a. Account Changes: much of this is already provided in InfoSend's standard EBPP
implementation. Customers can choose to change any of the following data
elements that are stored in the EBPP database:
i. Account Password
ii. Email Address
iii. Phone Number
iv. Physical Address
v. Turn Paper Statement Delivery On or Off (unless the City chooses to
force all EBPP customers to forego paper statements).
vi. Which Accounts are Enrolled — Customers can add additional accounts to
one user ID in the EBPP system.
The standard method of allowing customers to change account settings is to
design web forms that the customer can submit to make changes. The City can
choose to have InfoSend pre - populate the customer's current data into some of
the text fields so that the customer can see what he or she the current data
before making a change. InfoSend can report the changes to the City in an
emailed report or by posting the data to a secure website for download. InfoSend
can format the report to match the delimiter type and column layout used by its
CIS system so that the data can be automatically uploaded to the system.
InfoSend will not charge the City to develop or maintain these forms. If the future
phase website features require that an HTML formatted document be created
and stored in the EBPP system archive then a transaction fee will be charged for
each document created, that is equal to the normal bill presentment fee.
An example of a web form is provided on the next page:
25J -18
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InfoSend Response — 12/29/2006
Keep Receiving Paper Statements
Please chose whether you uvould like to continue receiving paper statements. If you
choose this option, you will receive both an e-mail copy of your statements and a
paper copy. You wi11 be able to review your statements and payment history by logging
Into this site. If you do not choose this option, paper statements will stop anti you will
only receive your ,statements via email and by logging into this site.
Ctrr E. aur , tl i L ill au ti =ijr y ii ,. PIP,
Subscriber Account: 0000000000 211
„�'sU8h9Ti' i
Now Email:
Confirm New Email:
,. ,.
onl i ne bi I le r@ya hoo.com
Title:
First Name:
Russ - - --
Last Name:
Rezaii —'
Street Address:
1041 S Placentia Ave
City:
Fullerton
State.
California —r
Zip Code:
92831'
phone
r,! is :) Sts - 8600
suet�rr
25J -19
I
InfoSend Response — 12/29/2006
b. Turn -off Request: This will be provided to the City at no additional cost. InfoSend
can design a web form like the one showed in 1(a) above. Or if the City would
prefer to give the customer a PDF file to print and fill out or fill out electronically
this can also be done.
c. Applications for Programs: This will be provided to the City at no additional cost.
InfoSend can design a web form like the one showed in 1(a) above. Or if the City
would prefer to give the customer a PDF file to print and fill out or fill out
electronically this can also be done.
d. Request Payment Arrangement: This will be provided to the City at no additional
cost.
2. Provide a link to monthly bill inserts:
a. This is a standard feature of InfoSend's EBPP service. The City can submit PDF
files to be uploaded to the Inserts page.
b. This requirement is understood and acceptable to InfoSend. The City can email
the insert PDFs and their usage dates to InfoSend. Or it can upload them using
the online Insert Manager that InfoSend has built to track and manage physical
and electronic inserts. This is especially useful for inserts that do not run for a
complete calendar month.
3. InfoSend can customize its system to extend web services functionality to other City
services. The City can provide the project specs and InfoSend will return a programming
quote. The programming fee is $130.00 per hour. InfoSend can develop web
applications rapidly, keeping the number of hours down.
25J -20
a
InfoSend Response — 12/29/2006
SECTION 11
SPECIFICATIONS CHECKLIST
Please respond fully to each item. Omissions and /or incomplete answers may be deemed unresponsive.
II.A. GENERAL REQUIREMENTS
Please respond as indicated below. Any responses other than "MEETS" should have attached
explanation and unit cost associated with meeting the requirement should be stated on the applicable
attachment.
MEETS - System Currently Meets Requirement.
PARTIALLY MEETS Meets Some But Not All
NO Does Not Meet
FUTURE ENHANCEMENT Provide Release Date
25J -21
11
Meets
Partially
Does not
Future
ID
Meets
Meet
Enhancement
GENERAL REQUIREMENTS - EBPP
GR -1.
Customers will access all EBPP options via a
X
link on the City's existing website.
GR -2.
The EBPP website will have the same "look
X
and feel" as the City's current site.
GR -3.
The site will be compliant with Section 508.
X
see www.section508. ov
GR -4.
The site will work with City's Information
X
Services website staff.
GR -5.
Unauthorized users will not be able to access
utility account data, bank account and credit
X
card numbers, and other payment information.
GR -6.
All information contained in the transferred
files shall be considered strictly confidential
and shall not be communicated or disclosed to
X
any third party or vendor employee not directly
involved in performing the tasks required in
this scope of work.
GR -7.
Vendor has ability to interface with the City's
existing bill print archive files, or have the
X
ability to reproduce the bill image in its current
form.
GR -8.
The vendor is able to provide printing services
every business day with the exception of the
major holidays (New Year's Day, Columbus
Day, President's Day, Memorial Day,
X
Independence Day, Labor Day, Veteran's Day,
Thanksgiving Day and the following Friday,
and Christmas Day).
GR -9.
The City has recently become aware of patent
#6,044,362 ("the '362 patent ") held by Emergis
Technologies, Inc. Vendor agrees to sign an
X
indemnification agreement, which would
protect the City of Santa Ana from potential
patent infringement lawsuits.
25J -21
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InfoSend Response— 12/29/2006
25J -22
12
Meets
Partially
Does not
Future
ID
Meets
Meet
Enhancement
GR -10.
The vendor shall return, at its own expense,
any and all data furnished by or obtained on
behalf of COSA promptly upon COSA's
X
request whether upon the termination or
completion of the contract in whichever form it
is maintained by the vendor.
GENERAL REQUIREMENTS — Product
Development and Ongoing Maintenance
GR -11.
EBPP Invoices, letters, and collection letters
X
shall be sent each working day.
GR -12.
Vendor shall store COSA data securely at
least until the successful completion of the
X
printing /fulfillment process for a given billing
run.
GR -13.
Any decision that may be taken to stop or re-
do a billing run shall not constitute a need to
re -send or re- transmit any part of the data
comprising the input to that billing run. The
X
method of secure storage shall not impose a
delay if it becomes necessary to restart or
rerun a given billing stream.
GR -14.
Describe the processes and /or technologies in
place to ensure the security and privacy of
X
data transmissions.
GR -15.
Vendor must provide pricing for the use of
environmentally friendly and recycled products
X
as well as any other option available.
STOCK, MATERIALS & PRINT
GR -16.
Invoices, notices, and letters shall be laser
printed using at least two color processes to
X
highlight logo and key data, with at least 600 x
600 DPI.
GR -17.
Invoices and notices shall have capability to
X
print information on reverse side.
GR -18.
Vendor must have graphic capabilities to
redesign the bill format, including a perforation
at the bottom of bill (remittance coupon at
X
bottom of bill) and an unlimited free form
message area.
GR -19.
Vendor must be able to accommodate multiple
bill formats. Bills and notices may be
redesigned as part of this Agreement. Pricing
should include the cost of initial bill format set
up for each format required and for
subsequent required changes and redesigns.
X
Vendor must specify the type of bill or change
that might constitute a "new" format. For
example, when a meter is changed in the
middle of a billing cycle, two lines of meter
reads and consumption data should appear on
the bill.
GR -20.
Vendor must fold and insert statements into
window envelopes, along with a return
envelope and four (4) 8 %: by 3 Y information
X
inserts which may include one or more multi-
page inserts.
GR -21.
Vendor must insert customer bills and inserts
in a specified #10 envelope together with the
X
specified return envelope.
25J -22
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InfoSend Response— 12/29/2006
25J -23
13
Meets
Partially
Does not
Future
ID
Meets
Meet
Enhancement
GR -22.
Envelopes will either be printed with the COSA
logo or have COSA logo displayed through a
X
window in the envelope.
GR -23.
Vendor must be able to accept preprinted bill
inserts or print the bill inserts. Pricing should
be given for both options. If provided by
X
COSA, inserts will be provided on a bi- monthly
basis.
GR -24.
Vendor must have capability to print and sort
pages by OMR, with the capability to handle
X
multiple pages, intelligent inserting, and
messaging capability.
GR -25.
Vendor will be responsible for
storage /warehousing of the forms, envelopes,
and monthly inserts until needed or used. Any
X
costs or fees must be clearly stated in the
vendor's response.
GR -26.
Vendor must provide sample formats and tests
to COSA before the initial printing and mailing
X
of the utility bill statements.
GR -27.
Vendor must describe where and how many
X
bill messages may be placed on the bill.
GR -28.
Vendor shall transmit bill files for check and
review by COSA daily for the first month of this
contract or time established in the agreed
upon contract. COSA will approve within the
X
first few hours of receipt of the files and return
for processing the same or next day.
Subsequently, selected files may require
similar review on an on-going basis.
MAILING & POSTAL REQUIREMENTS
GR -29.
Vendor must be able to identify multiple
statements to the same owner and mailing
address, match them, and insert in one
appropriate size envelope metered first -class
X
separately; and delivered to the United States
Postal Service at the same time all other bills
are delivered.
GR -30.
Vendor must have capabilities to merge
multiple daily bill print files to achieve the best
X
re -sort postal rate.
GR -31.
Vendor must have the capability to presort
data, add zip code + 4, carrier route, and
delivery point barcode to statement addresses
X
for statements and presort mail in accordance
with the most recent United States Postal
Service regulations for 1 t class mail.
25J -23
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InfoSend Response - 12/29/2006
25J -24
14
Meets
Partially
Does not
Future
ID
Meets
Meet
Enhancement
GR -32.
All bills and designated forms are to be
delivered to a Southern California Post Office
by 3:30 p.m. the same or next business day
following receipt of the printing files. Vendor
will notify COSA by noon of that day if there
are to be any delays in delivering the bills to
the post office.
X
Mail is currently delivered to the Anaheim
Postal Hub at 5:15 p.m. This provides the City
with the same mail turnaround that would be
achieved if the mail was dropped off at 3:30
p.m. because the mail does not need to be
delivered from a local post office to the postal
hub.
QUALITY
GR -33.
After bills and forms are printed, a quality
inspection will be performed by vendor
personnel using, but not limited to the following
criteria:
1) No fading of ink on any part of the form.
2) No tears, wrinkles or damage to paper.
X
3) No smudges, spots, or specs of ink on the
form.
4) The printing is to be centered on the form.
5) Acceptable OMR scan mark.
Must have an easily readable OCR scan line
on bottom of coupon.
GR -34.
All bills and forms that do not pass the quality
inspection shall be reprinted by vendor at no
X
cost to COSA and be prepared for mailing the
same day or as instructed by COSA.
GR -35.
All documents damaged during any process
(printing, inserting, or vendor handling) shall
X
be reprinted the same day at no additional
expense to COSA.
ELECTRONIC BILL PRESENTMENT AND
PAYMENT
GR -36.
COSA will also be implementing an electronic
bill presentment and payment (EBPP) solution
X
simultaneously to outsourcing the printing and
mailing functions, with a single vendor for both.
GR -37.
Customers will access all EBPP options via a
X
link on COSA's existing website.
GR -38.
The EBPP website must have the same "look
X
and feel" as the City's current site.
GR -39.
The site must be compliant with Section 508.
X
GR -40.
Vendor will send customers, who sign up for
EBPP, an e-mail notification alerting them that
their bill is ready for viewing. The customer
will either click on the e-mail or go to the
COSA website to find the link to their bill
X
image. The bill image will be provided by the
vendor. The image must be printable and able
to be exported into other usable format spread
sheets Excel, etc.), and PDFs.
25J -24
14
InfoSend Response — 12/29/2006
GR -41.
The vendor must maintain and archive 24
months of bill images or suggest an
alternative. Drill down to historical
X
consumption and billing and payment
information will be provided.
GR -42.
COSA is able to view all payment transactions
processed by the vendor including pending
X
payments.
GR -43.
The vendor must be able to identify accounts
that will not receive a paper bill. The paper bill
X
will be suppressed on those accounts.
VENDOR MUST BE ABLE TO
DEMONSTRATE THE FOLLOWING
CAPABILITIES:
GR -44.
Secure storage and transmission of all
transactions sent via the internet using the
X
most advanced security technology available
128 -bit Encryption)
GR -45.
Provide the CSRs with all the tools (i.e. reset
passwords, add /or remove subscribers, etc.)
required to manage /support customer
inquiries. CSRS must have the ability to link by
X
bill date to the exact bill and search for other
bills for that account when in bill viewing
screen.
GR -46.
Extensive array of online reports available in
multiple download options and /or viewable
within a UI including Audit,
X
Subscriber /enrollment, Remittance /return,
Accounts Accessed, and viewed Statement
Reports.
GR -47.
Supports links to a comprehensive pre - packed
database of Frequently Asked Questions and
X
Answers regarding e- billing.
GR -48,
Monthly updates and software upgrades to the
vendors application shall be included in
X
vendor's unit pricing,
GR -49.
The vendor must be able to isolate
presentment and payment services and
provide pricing for both options. Based on
pricing and other considerations, COSA may
elect to use the vendor for presentation only,
X
not payment. COSA uses the services of a
third party to process credit card payments.
Vendor will need to provide payment services
for one time bank draft payments.
DISASTER AND CONTINGENCY
RECOVERY PLANNING
25J -25
15
InfoSend Response - 12/29/2006
GR -50.
The vendor shall have and maintain a disaster
recovery plan to protect COSA receivables
and the confidentiality of the information
contained therein. Vendor shall provide COSA
with a copy of the plan. Detail the proposed
offsite storage location and plan for backing up
data daily. Include the processing steps from
transmission receipt to paper bill delivery. The
successful vendor shall show evidence of a
X
functional contingency plan to guarantee the
complete and timely processing of City of
Santa Ana's work.
Describe your contingency planning,
documentation and testing processes on
Attachment E using scenarios indicated.
II.A. GENERAL REQUIREMENTS —CONTINUED
GR -14: "Describe the processes and /or technologies in place to ensure the security and privacy
of data transmissions."
InfoSend follows the Payment Card Industry (PCI) rules set for companies that originate less than
6 million credit card transactions per year. All security procedures and policies are based around
PCI. All information is confidential and protected. User passwords are stored using a
one -way hash and cannot be read by anybody. The application is hosted by physical
three -tier layer architecture. The presentation server, the application server, and the
database server are separated onto different physical networks. Users can only connect
to the presentation server over 128 -bit SSL in order to ensure that all information passed
from the customer to the application is encrypted. Anti -fraud features such as Address
Verification Service (AVS) and Credit Card Security Coding (CSC) are used when
payment transactions are processed. External security monitoring by ScanAlert informs
InfoSend if there is a perceived problem from the outside of the network.
Unauthorized users cannot access utility account data, bank account or credit card
numbers, or other payment information. The data that InfoSend transmits to its payment
processors is encrypted. Industry standard security methods safeguard data and
external site monitoring scans for open ports or other security issues. Proper access
control methods insure that internal users can only access the data relates to their job
functions. While InfoSend uses the Windows operating system for internal processing
the EBPP application itself is hosted on Red Hat Enterprise servers. InfoSend elected to
use this operating system for its web hosting because independent studies have shown
it to have less critical security flaws than Windows has had over the years.
Physical facility security measures are in place to prevent unauthorized access to data.
Security cards /tokens are required to enter the building. Visitors must be signed in
before entering. All servers are centrally located and only authorized staff members can
access them.
GR -19: "Vendor must be able to accommodate multiple bill formats. Bills and notices may be
redesigned as part of this Agreement. Pricing should include the cost of initial bill format set up
for each format required and for subsequent required changes and redesigns. Vendor must
specify the type of bill or change that might constitute a "new" format. For example, when a
25J -26
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InfoSend Response— 12/29/2006
meter is changed in the middle of a billing cycle, two lines of meter reads and consumption data
should appear on the bill."
A "new" format is one that:
Is caused by the City changing its utility billing software vendor.
Is caused by the City changing the overall look and feel of the bill.
Is caused by the City adding new services to its bill (for example — the City of
Anaheim recently added OF services to its bill).
Minor changes to the bill format do not incur any programming fees. The example listed
by the City regarding meters changing in the middle of a billing cycle would not incur
programming fees.
GR -27: "Vendor must describe where and how many bill messages may be placed on the bill."
There is no limitation to the number of messages that InfoSend can program to print on
a page. The physical size of the sheet is the only limitation. To maximum page usage
InfoSend provides a free tool called the Message Manager. It is a free customer service
tool is a custom built web -based application that allows you to control the messages that
print on your documents. It allows clients to upload bill messages and view them in the
actual font that will be used. You can schedule the messages months or even years in
advance! You can assign unique messages to different types of customers, or even to
individual account numbers or account number ranges.
25J -27
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InfoSend Response - 12/29/2006
SECTION 111
ITEMIZED FEE SCHEDULE
ATTACHMENT A - BILLING
Unit pricing shall include all overhead associated with providing this service to City of
Santa Ana.
PAPER BILL Non - recycled Recycled
Set -up fee for print and mail services
0.000
0.000
Special programming (after initial set -up; per hour)
$ 150.000
150.000
Overweight and foreign mail: Pass - through cost
(Overweight and foreign rates same for recycled and non
- recycled mail)
Data processing
0.023
0.023
Duplex (2- sided), 2 -Color Laser Imaging
0.020
0.020
8.5 "x11" white paper with perforation
$ 0.015
0.021
#10 double window security envelope
0.015
0.018
#9 single window security reply envelope
0.012
0.015
Fold, Insert, bar - coding (OMR), presort and deliver to USPS
0.040
0.040
POSTAGE
Presorting mail, (CASS certification).
First class postage rate
OPTIONS /ADDITIONAL CHARGES
Additional Pages (2nd 3rd 4`h page)
$ 0.125 each $ 0.137 each
$ 0.381 - Current 5 Digit Rate
Most pieces will qualify at 5 -digit
rate, the maximum postage is $0.49
for non CASS certified mail.
Cost of Data Processing + Duplex
Printing + Fold, Insert, ... +
applicable materials from above.
Should the City want to later "house hold" multiple bills into the same outgoing envelope to reduce the
Supplied by Client: (inserted by vendor)
Inserts -1/3 page
Inserts - 8.5 "x11" page
Inserts - 8.5 "x11" duplex
$ 0.010 per page $ 0.010 per page
$ 0.010 per page $ 0.010 per page
$ 0.010 per page $ 0.010 per page
Printed, folded, inserted by vendor (Not including above $0.01 inserting fee):
Insert - 1/3 page $ 0.035 per page $ 0.040 per page
Insert - Grayscale 8.5 "x11" $ 0.060 per page $ 0.075 per page
Insert - Grayscale 8.5 "x11" duplex $ 0.070 per page $ 0.085 per page
Retrieve and view bill (access to each bill printed) $ 0.007 per bill for 6 months of retention
To calculate monthly charges multiple estimated volume by unit price. E.g. 30,000 X .007 = $210 per mo.
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InfoSend Response — 12/29/2006
ATTACHMENT A - BILLING
(Continued)
Additional services not covered in any line items above please describe and include unit
pricing for bill print and mail services:
Non - recycled Recycled
NCOALink — Electronic Address Updates $ 0.50 per hit $ 0.50 per hit
From the USPS NCOA database. Pricing
is per "hit' (reported address change)
InfoSend offers the NCOALink service in conjunction with the United States Postal Service. The
service is optional and replaces the small postcard or photocopy that the post office provides
you when a customer fills out a change of address form. You only pay a fee for the addresses in
your data file that require a change. You will not be charged if the customer gives you the new
address prior to the transmission of your data file from the City to InfoSend.
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InfoSend Response— 12/29/2006
ATTACHMENT B — BILL PRESENTMENT
BILL PRESENTMENT
Set up fee for EBP
00.000
Setup and implementation fee for main bill presentment features waived. No fee for site design,
testing, customer support training, and documentation. Includes ability to associate more than
one utility account with a single user name and password. Includes branded web portal that
matches the City's look and feel. Includes a custom formatted payment file that the City will use to
update its A/R system. Future phase web services defined in the RFP are also included with
no setup fee. (With the exclusion of item E -3 "other City services ", which does not have a clear
project definition). If the future phase website features require that an HTML formatted document
be created and stored in the EBPP system archive then a transaction fee will be charged for each
document created, that is equal to the normal bill presentment fee shown below.
Electronic bill presentment
$ 0.11 per bill presented
Bills are only presented for customers who have enrolled for the service to save the City costs.
Bills are presented with the next billing cycle. Customers can make a payment immediately after
enrollment is complete by entering the amount due from their paper bill. The City can also choose
to have all bills presented regardless of whether the customer has enrolled or not for a lower per
bill presented fee. See additional services.
Archive bills for 24 months
$ 0.02 per bill presented
Standard bill archival length is 6 months. If the City requires 24 months of bill archival
then the bill presentment fee is increased by $0.02 per bill.
On -line reports 0.00
Monthly update 0.00
Software upgrades 0.00
Additional services not covered in any line items above please describe and include unit
pricing for bill presentment services:
Optional — if the City chooses to have InfoSend process all bills 0.03
and post them to the electronic bill presentment system then
the electronic bill presentment fee is discounted by $0.03 each.
If this option is selected a customer will have bills to view
immediately after enrollment. See the description under
"Electronic bill presentment" above.
Total: 0.03
These fees apply only if the City uses a payment processor that InfoSend is already
connected to. Connecting to new processors requires a significant amount of one -time
and recurring costs on InfoSend's end.
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InfoSend Response— 12/29/2006
ATTACHMENT C — BILL PRESENTMENT & PAYMENT
InfoSend will submit payment transaction information to Electronic Payment Exchange
(EPX) for processing.
BILL PRESENTMENT AND PAYMENT
Set up fee 0.00
One time bank draft for paper invoice customer See EPX Agreement
Credit Card for paper invoice customer See EPX Agreement
Enrolled EBPP customer bank draft See EPX Agreement
Enrolled EBPP customer credit card See EPX Agreement
Additional services not covered in any line items above please describe and include unit
pricing for electronic bill presentment and payment services:
ACH (bank draft) Non Sufficient Funds Fee See EPX Agreement
This fee charged if a customer initiates a
bank draft payment but does not have enough
money in his or her account for the debit to go
through.
ACH (bank draft) Credits See EPX Agreement
Every time payments are settled and an ACH credit
is sent to the City's bank account an ACH credit occurs.
This happens once each business day for bank draft payments
and once for credit card payments, unless there are no
payments to settle that day.
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InfoSend Response— 12/29/2006
ATTACHMENT D — CREDIT CARD PROCESSING
InfoSend will submit payment transaction information to Electronic Payment Exchange
(EPX) for processing.
InfoSend obtains real -time authorizations from EPX. Both InfoSend and EPX are PCI
Level 1 Compliant.
CREDIT CARD PROCESSING
See EPX Agreement for pricing.
InfoSend QuickPay Pricing
QuickPay
Pricinq assumes the acceptance and use of one of t . preferred t. •.
Payment Initiation & PCI Compliance Fee Per Payment $Waived
Per payment initiated to one of InfoSend's preferred payment
partners. This is for all payment initiations for ACH, credit card, auto
pay, same day or scheduled payments made through the system.
Processing costs will be covered under separate contract directly
with processor.
Monthly Support Fee Per Month $200.00
Per month fee to support the QuickPay service.
Set -up Fee (Already live for Dog Licenses) One Time $625
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InfoSend Response— 12/29/2006
ATTACHMENT E
Provide details as requested under the entitle sections:
IF ADDITIONAL SPACE REQUIRED FOR DETAILS PLEASE ATTACH A SEPARATE
SHEET(S)
IV.A.1. AUDIT TRAIL
The successful vendor shall have a proven audit trail governing all phases of the bill production
and fulfillment process.
1) "Describe your capacity to back out of or suspend a printing run (or any phase of the
process) and correct problems."
A print run can be cancelled or suspended at any time. If the batch has already been
printed then it can be cancelled or suspended in the mailing department. If the City
requires that certain bills be suppressed then it can accomplish this in one of two ways:
(1) The bill can be pulled electronically if the client provides a suppression file prior to the
processing of the batch. (2) The file can also be pulled during any point of production. The
latest pull request would be at 4:45 p.m. because the mail is delivered to the USPS at 5:00
P. M.
2) Describe the steps by which you would:
a) "Verify the data received."
After the file is received the system automatically checks to see if the client
accidentally uploaded a file that had already been received in the past 6 months. If a
duplicate has been received then InfoSend will put the file on hold and contact the
client.
The City can embed the total number of records and the amount billed at the
beginning or end of its data file. If this is done then InfoSend can automatically
compare its post - processing total with the City's total. If the totals don't match then
an internal warning will be created and InfoSend support staff will investigate the
issue.
The City will receive a File Transfer Report from InfoSend that verifies that the file
was received. The report contains the time the file was received and the record
count. After the batch is completed the City receives a Process Confirmation report
that lists the total dollar amount billed in the batch. The City's staff can view this
information to ensure that the batch was processed properly. The City also has the
option of viewing and reviewing this information prior to the printing of the batch. If
this option is selected then the report will be embedded in the sample PDF file so
that it can be reviewed and approved before the file is printed.
b) "Verify the complete success of a billing run (processing, printing, and fulfillment
phases)."
Each billing run is automatically tracked in InfoSend Job Tracking system. This
system is available to both InfoSend staff members and to the City itself. Every file
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I nfoSend Response — 12/29/2006
that the City sends is logged in the system and must complete the following steps
before it is moved from the "Active" queue to the "Completed" queue:
1. The job is automatically processed
2. Samples are sent and approved (optional)
3. The job is printed
4. The job is put through a QC process
5. The job is prepared for delivery to the USPS in the mailing department
6. The job is completed by scanning a barcode on the Job Ticket (control
document) that accompanies each batch of mail. This triggers the emailing of
the Process Confirmation Report to the client.
InfoSend's production operators, QC personnel, and Operations Manager
constantly monitor the Job Tracking system throughout the day. Jobs cannot be
completed in the system if each step is not passed. If a job is not competed then
it stays in the Active Queue and InfoSend staff investigates to see why it was not
completed. Email alerts from the system inform staff of items in the Job Tracking
system that require review.
c) "Identify and replace any bills, which are damaged or destroyed during a billing run."
If any bills are damaged during the printing or mail preparation phases of the billing
run the production department reprints them. InfoSend has developed its own
Central Print program to submit print jobs to the printers and to reprint individual or
ranges of bills. The program logs the operator who printed the job and the time the
job was printed. When an operator reprints a bill or a batch of bills the program
warns the operator that the job has already been printed, therefore avoiding
accidental reprinting of a batch that has already been printed.
d) "Enable reprints of individual customer bills, both immediately after the billing run and
at a later date (i.e., if customer advised that a bill was not received or later requests a
reprint)."
The process to reprints of individual customer bills immediately after the billing run is
explained in item c) above. If the City requires that a bill be reprinted on a later date it
can either:
1. Contact InfoSend and ask for the bill to be reprinted and mailed or sent to the
City in PDF format. (To be used on an occasional basis).
2. Use the PDF Archiving application to retrieve a PDF copy of any bill that was
printed or mailed in the past. Pricing for this optional service is provided in
Attachment A, "Retrieve and view bill (access to each bill printed) ". The
pricing includes 6 months of bill archival at a very low per -bill fee. Other
retention lengths can be selected. This application allows the City's CSR staff
to search for a bill by customer name, account number, or up to three other
fields.
e) "Suspend a billing /printing run and correct problems."
Please see answer in item (1) above. Batches can be suspended at any time. If
programming is required to correct a problem then InfoSend's programming team will
address the issue immediately.
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I nfoSend Response — 12/29/2006
3) "Describe the process that would be used to track and manage specific and multiple
mailing batches."
A Job Tracking system is used to track all operations. Please see details in item 2(b)
above. The client can also access the system by logging into www.infosend.com.
4) "Describe the statistical reporting capability. Provide sample documents."
(nfoSend offers a variety of reports as part of its service — no reporting charge. Unless
noted otherwise, all reports can be emailed to City or posted on a secure website for
download, or both.
Daily Report - File Transfer Acknowledgement Report
This is first of two reports that you will receive after uploading a data file to (nfoSend. The
File Transfer Acknowledgement Report provides information on the file name, byte size,
page /record count, and file receipt date.
InfoSend can e-mail this report to your staff. The report is automatically uploading to our
Job Tracking system and can be viewed from our online report archive; both are accessed
by logging in to www.infosend.com.
A
sample File Transfer Acknowledgement Report is shown next:
TO
: JOHN SMITH
ABC COMPANY
FAX
: 1 714 446 -1452
FROM
; INFOSEND, INC.
DATE
07/31/2003
RE
:: FILE TR-kNSFER ACKNOWLEDGEMENT
THIS REPORT (:CONFIRMS THAT THE FILE(S) LISTED BELOW HAVE
BEEN
RECEIVED:. IF YOU FIND ANY DISCREPAITCY OR IF YOU HAVE ANY
QUESTIONS OR SPECIAL INSTRUCTIONS REGARDING THIS LIST,
KINDLY GIVE US A CALL AT (714) 525 -5600. THANES YOU,
NO
NAME OF FILE (3) FILE 312E PAC.'E /RECORD
DATE
(BYTES) COUNT
RECEIVED
1.
ABCO7318.0O1 55/31205 215,001
07/31/2003
2.
ABCO731F.001 851514 1,505
07/31/2003
TOTAL PAGES %RECORDS:. 21Z,5O0
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InfoSend Response — 12/29/2006
Daily Report - Process Confirmation Report
The Processing Confirmation Report is transmitted to you after your documents have
been completed for mailing. This report provides the name of the file(s) that was mailed
along with a detailed mail count. For statements, invoices, and other financial
documents, the total dollar amount is also provided.
InfoSend can e-mail this report to your staff and the report is automatically uploading to
our Job Tracking system. The report can also be viewed from the online report archive,
which can be accessed by logging in to www.infosend.com.
A sample Process Confirmation Report is shown next:
TO JOHN SMITH
ARC COMPANY
FAX 1 '714. 446 -1582
FROM r, 1INFOS4;':ND, INC.
DATE a: 07/31./ZD03
RE PROCESSING CONFIR14AT'ION REPORT
IF YOU HAVE ANY QUESTIONS ABOUT THIS DOCUMENT, PLEASE CONTACT US AT
(714) 525 -9600. THANK YOU.
N6. REFERENCE AKOUNT($) ORIGINAL ;SINGLES MULTIPLES UAR. /SPECIAL TOTAL
F:IL:E(S) /SPECIAL NOTE..
1. ARC0731A 9549861.9.2 215001 214121 880 33 215001
STATEMENT ARC07315.001 7/31/03
2. ASC0731R 60201.08 1505 1505 0 2 1505
FINAL NOTICE. ARC0'731F »001 7/31/03
TOTALS '_' 86100052..50 216506 21562E 880 35 2.165GG
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InfoSend Response - 12/29/2006
Monthly Report — Excel Detail Report
This report is provided in the Excel format and contains built -in sorting features. It details
the counts and postage amounts for each file received. A sample is provided next:
Grand Total
Other Reports
32866 21036
Address Update Report
cpe 1°
address database. Available as a machine - readable or
-Job-Code
Job Type
Input-File-Name RecU Date Camp Date Page-
Count
Unit-Rice
Total Pdce
ABC0601A
STATEMENT
ABC.0801.ST.001 811120066:50 8111220069:34 1
5548
0.13
721.24
ABC0801 A
PRESORTED POSTAGE
also list any accounts that have been deactivated. The
1
1656.85
1658.85
ABC08OWTotals
Email Delivery Failure
The City can choose to get a report that lists suspected
10535
email delivery failures.
4574.37
ABC0608A
STATEMENT
ABC.0806.ST.001 88120069:30 880200612:10 1
5781
0.13
751.53
ABC0808A
PRESORTED POSTAGE
Lists name, utility billing account number, payment
1
1763.21
1763.21
ABC0808A. Totals
5781
2514.74
_
ABC0817A
STATEMENT
ABC.0817.ST.001 6/17120066:15 8117/200611:08 1
6015
0.13
781.95
ABC0817A
PRESORTED POSTAGE
1610.52
1810.52
ABC0817A-To1a1s
6015
2592.47
_ABCC828A
STATEMENT
ABC.0828.ST.001 6/28120065:50 80281200610:21 1
4987
0.13
648.31
ABC0628A
PRESORTED POSTAGE
1
1545.97
1545.97
_ABC0828A- Totals
10535
4574.37
PRESORTED POSTAGE
TOTALS
6778.55
Grand Total
Other Reports
32866 21036
Address Update Report
Lists the address that matched the LISPS change of
address database. Available as a machine - readable or
human -eye formatted report.
Sample Ready for
If the City requests that sample HTML bills be viewed
Approval Report
before the batch is posted to the EBPP system then it
will receive an email when the sample file is ready.
EBPP Enrollment Report
City can receive one report that lists account numbers
that have been enrolled for EBPP, and accounts that
have elected to turn off paper statements. The report will
also list any accounts that have been deactivated. The
City can also choose to receive the report on accounts
that have turned off paper statements separately.
Email Delivery Failure
The City can choose to get a report that lists suspected
Report
email delivery failures.
Recurring Payment
If automatic recurring payments are activated the City
Activations Report
can receive a report that lists the account numbers that
have been enrolled in the service. The report will also list
any accounts that have been deactivated.
Electronic Payment
Lists name, utility billing account number, payment
Report
amount, payment date and time, and payment type
credit card type or ACH . Credit card or ACH account
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InfoSend Response— 12/2912006
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0
number not listed for security reasons. Report can be
configured several ways:
•. Report contains all attempted payments
:• Report contains payments that passed initial
checks and were submitted to ACH or credit card
network
:• Report contains only the payments whose funds
have been settled
Electronic Payment
Lists the payment transactions that passed initial checks
Exception Report
and were submitted to the ACH or credit card network
and later failed. These failures create a return item and
customer must be charged a fee. Examples:
❖ If customer attempts to make an ACH payment
that passes the routing number check but fails
due to insufficient funds a return item fee is
assessed. This item is listed in the exception
report.
•:• If customer attempts to make a credit card
payment that passes the card number and
security code check but fails due to a
chargeback a fee is assessed. This item is listed
in the exception report.
Examples of "soft" errors that do not create a return item
or chargeback fee:
❖ If customer attempts to make an ACH payment
with a routing number that doesn't pass
InfoSend's database of valid routing numbers no
return item fee will be assessed. Customer is
automatically instructed to resolve problem and
retry payment. These types of failures are
normally not listed in the exception report.
•:• If customer attempts to make a credit card
payment with an invalid card number or security
code no return item fee will be assessed.
Customer is automatically instructed to resolve
problem and retry payment. These types of
failures are normally not listed in the exception
report.
Shutoff Report
If the City performs customer shutoffs at the same time
each week then a report can be sent to the City prior to
this time that lists all payments attempted in the previous
24 hours. The City can then investigate these payments
before the customer is shutoff and decide whether or not
it wants to give the customer time for the payment to
clear.
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I nfoSend Response — 12/29/2006
IV.A.2. SPECIAL DIRECT MAIL
"Please describe your ability to handle special direct mail documents independent from our
invoices."
InfoSend has in -house digital printing equipment to print black and white, black with
highlight colors (blue, red and green) and full color documents. We also have
relationships wholesale offset printing vendors in the local area for high - volume, static
color printing. InfoSend can process mail merges to personalize direct mail pieces with
variable information. We can provide newsletters, fliers, announcements, meeting
notices, bulletins, post cards, brochures and more in sizes up to 17" x 11" printed two
sides. We can prepare addresses and barcode all of these pieces for best postal first
class or standard rate postage for USPS delivery.
IV.A.2. BILL PAYMENT
"COSA offers same -day reconnection after a payment is received. Describe process for
handling payments made by customers who are trying to reestablish service after being
disconnection and /or customers who have received final notices on delinquent accounts."
InfoSend will develop a webpage specifically for customers who need to reconnect their
service. The City will be notified that this type of payment has been made so that it can
start the reconnection process.
IV.A.3 GR -50 DISASTER AND CONTINGENCY RECOVERY PLANNING
InfoSend understands the importance of disaster recovery and business continuity. We
do not utilize our primary facility's full production capacity because this would make it
more prone to service delays from equipment failure or spikes in client volume. The
secondary facility is owned and operated by InfoSend and located in Downers Grove,
Illinois. The facility contains all the equipment needed to process client mail in the event
of a disaster.
InfoSend would be happy to provide a site tour of either of its facilities. We are proud of
the large investment we have made into production equipment and can show the City
just how efficiently the mail will be processed.
The EBPP application is hosted at both locations, as is all other applications. If a
disaster takes the primary system offline it can be run from the Downers Grove facility.
InfoSend custom Customer Relationship Management program documents each client's
implementation and support. The program and its data is duplicated at the Downers
Grove facility.
There are three separate backup methods in place to protect data and assure systems
can be restored fully after a disaster of any type:
All servers are duplicated at the Disaster Recovery Facility. Data is automatically
synched between the main facility and the Disaster Recovery Facility over a secure
VPN.
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InfoSend Response— 12/29/2006
2. Server data is backed up to tapes that are taken off -site daily.
3. An image of every system's hard drive is written to a file server after the system is
setup and configured. This ensures that entire systems can be quickly restored
without having to first install and configure the operating system.
Disaster Recovery Plan
The following outlines the steps InfoSend has taken to avoid the interruption of
data processing and mail delivery and outlines the contingency planning in place
to ensure that the mailing of client data is performed should extraordinary
circumstances arise.
Systems Information
Data Processing:
1. System -wide security policies measures protect data from internal and
external threats.
2. External third -party security monitoring alerts InfoSend if there is a potential
security risk.
3. Client programs are written separately and are not run off a template —
ensuring accuracy and allowing for programs to be run separate of one
another.
4. Client programs can be run at InfoSend's Disaster Recovery Facility. (Please
refer to the section labeled "Off -Site Location" for more information).
5. Multiple methods of secure data transmission are available to ensure that
client data reaches InfoSend securely, quickly, and in whole. Before data is
processed backup copies are made.
6. Anti -virus definitions are updated automatically as they become available to
protect client data from viruses, Trojan horses, worms, etc. Anti -virus software
is installed on each client PC, and on the corporate mail server.
7. Software updates are tested and applied to harden systems. Subscriptions to
e -mail security bulletins inform IT staff of security holes in software products
as soon as this information becomes available.
8. Backup data is verified on a routine basis to ensure that it is useful should the
need to use it arise.
Backup /Restore Plan:
1. Three separate backup methods are in place to protect data and assure
systems can be restored fully after a disaster of any type:
i. All servers are duplicated at the Disaster Recovery Facility. Data is
automatically synched between the main facility and the Disaster
Recovery Facility over a secure VPN.
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InfoSend Response — 12/29/2006
ii. Server data is backed up to tapes that are taken off -site daily.
iii. An image of every system's hard drive is written to a file server after the
system is setup and configured. This ensures that entire systems can be
quickly restored without having to first install and configure the operating
system.
2. The RAID system is used on all servers to ensure that data remains available
in the event of a hard disk failure.
3. InfoSend internally develops its programs and systems, so IT staff members
are always available to handle potential problems.
Hardware /Communications:
1. Client programs are run on industry - standard X86 based workstations, readily
available in the marketplace. Backup policies ensure that computer theft
could not cripple operations.
2. Enterprise class firewalls are used to safeguard data, using a combination of
the layer -3, layer -4, and layer -7 security technologies.
3. InfoSend's main facility uses two T1 broadband connections provided by
different ISP's to ensure that Internet communications are always available.
4. InfoSend employs the use of Load Balancing /High Availability equipment to
manage the traffic from its Internet providers. InfoSend can sustain the loss of
one broadband line without any impact to production.
5. Hardware firmware updates are tested and applied to harden systems.
Subscriptions to e-mail security bulletins inform IT staff of security holes in
hardware products as soon as this information becomes available.
6. InfoSend uses multiple printers and printer types to ensure that a printer
supply shortage or hardware issues do not delay production.
7. InfoSend's employs around the clock service contracts for production printers
and servers to ensure that hardware problems do not hamper production.
8. LAN servers and web servers are kept on separate networks to ensure that
there is no unauthorized data access via the net. Only authenticated users of
InfoSend's intranet can access the data.
InfoSend's employees are cross - trained and can manage tasks that span the
entire production process. At InfoSend's current size and capacity,
operations can run normally with the absence of key personnel until they
return or another person is trained for their position with no effect on
production.
Disaster Recovery Facility
• InfoSend owns and operates a second production facility designated for
Disaster Recovery.
• Location: 1406 Centre Circle Downers Grove, Illinois.
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InfoSend Response— 12/29/2006
• The facility is a live production facility outfitted with data processing, printing,
mailing and general office equipment and supplies. This facility is available for
mail processing if the main facility is not functional for any reason.
• Multiple production printers and inserters are installed at the Disaster
Recovery Facility.
Primary Facility Operational Logistics
• The company currently occupies three adjacent but separate buildings. Fire
doors separate the buildings, which prevents a possible fire in one building
from spreading to another.
• The building is outfitted with security doors that require those who enter the
building to have access control cards. This allows InfoSend to monitor the
traffic going through all entry and exit doors. Visitors may gain entry into our
facility by using the intercom located at the front door.
• InfoSend is protected with a modern security network. Each authorized user
keeps an individual security code and may only access the premises during
appropriate business hours. The building is armed during off hours. If the
alarm should go off, the local Police Department's average response time is
less than 10 minutes.
• Critical servers and network equipment is centrally located and only
accessible to managers and assigned staff.
Materials
• InfoSend's envelope and form suppliers keep a reserve of materials at their
facilities.
• Reserves of custom and standard forms are maintained at the disaster
recovery facility.
Mail House Logistics:
■ InfoSend works multiple production lines, each of which can operate
independent of the others in the case of an equipment failure. Please contact
your account representative for a full listing of the current production
equipment in use.
11
• The Disaster Recovery facility is continually visited by InfoSend's
management and technical staff to test the facilities systems, power, and
other resources.
• InfoSend's IT staff is immediately informed if the backup systems are offline
and cannot receive data.
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InfoSend Response — 12/29/2006
Describe your contingency planning, documentation and testing processes using the following
scenarios:
(1) Technology failure or interruption (e.g., data processing, communications),
The primary facility uses two full T1 lines from different vendors to ensure that clients can
always access the system. Should both lines go down the second facility's systems can be
used. Multiple workstations ensure that system failure does not affect processing, as do backup
servers and redundant moving parts within each server.
2) Labor interruption,
All of the departments listed below have at least 3 staff members to ensure that production is
not delayed if a staff member is sick or out of the office:
• Printing
• Mailing
• Client Support
The disaster recovery facility is currently being transitioned to a fully staffed facility. This will
allow it to be operated even if there is a catastrophic problem at the primary facility that renders
its staff unable to operate the machinery at the disaster recovery facility.
3) Unavailability of physical premises, or
The disaster recovery facility will be used if the physical premises are not available at the
primary facility in Anaheim.
4) Operational disruption (due to any cause) such as a power outage.
The disaster recovery facility will be used if there is an operational disruption at the primary
facility in Anaheim.
ATTACHMENT E
(Continued)
II.A.3 MISCELLANEOUS VENDOR'S APPLICATION, SOFTWARE AND MAINTENANCE
UPDATES
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InfoSend Response— 12/29/2006
1) There are no scheduled downtimes. All system maintenance is performed after - hours. Since
InfoSend's services are provided in the Application Service Provider (ASP) format, there are
no software versions. Changes and improvements to the services evolve over time and are
tested on InfoSend's end without requiring the client to make changes to their systems.
2) "How will the vendor's help desk calls be handled? What are the hours of operation ?"
a. Standard customer service is provided from 8:00am to 5:00pm, Pacific Time. After -hours
customer service is available 24 hours a day with a 4 -hour response time via an
answering service.
b. InfoSend is always open on the same days that our municipal utility clients are open.
The holidays that Customer Service takes are New Years Day, Memorial Day,
Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
c. The toll free number to contact Customer Service is (800) 955 -9330. The toll free after -
hours answering service number is given during implementation. There is no charge for
support and it is unlimited.
3) "What training is included for CSR's and system administrators ?"
Training is provided for how to use the InfoSend website to upload files to InfoSend, review
samples, track files, request inserts, and download reports. Training is also provided for the
CSR tool that is used to research customer questions related to the electronic bill
presentment and payment service.
4) "Are there any minimum technical requirements for a CSR/Customer to access EBPP ?"
Yes — the CSR/Customer must have an internet browser capable of supporting 128 bit SSL
security. The EBPP site is only accessible over a secure connection and access is denied if
the user attempts to manually change the EBPP URL to go over a non - secure connection.
The 128 -bit SSL protocol is industry standard for all secured websites and supported by the
vast majority of browsers. This type of security became standard on Microsoft operating
systems with the release of Internet Explorer 3.0, which came out with the second revision
of Windows 95. Users who had the first version of Windows 95 were able to download
Internet Explorer 3.0 to upgrade their systems.
Basic JavaScript is also required. This is also a standard feature of the vast majority of
browsers in use today and many websites do not work properly without it.
The EBPP system does not require the user to have a PDF viewer or a Java platform.
5) What kind of documentation will be provided?
Documentation is provided on the EBPP CSR tool. A quick reference guide is provided for
the InfoSend website itself.
6) Monthly maintenance.
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InfoSend Response — 12/29/2006
InfoSend will not charge the City for the monthly maintenance. All maintenance is inclusive
of the per -bill printing and online presentation fees.
IV.A.13 PERFORMANCE GUARANTEE
"Vendor shall provide suggested performance standards against which compliance with the
contract shall be measured. Failure to comply with measurements will results in penalties to be
determined during contract negotiations."
1.) Timeliness of Statement Mailing /Presentment
InfoSend will print +mail and electronically present bills per the RFP specifications. Failure to
perform duties in the agreed upon timeframe will entitle client to service level credits.
Exceptions:
a.) If InfoSend's automated systems are unable to process the client's data file due
to an unscheduled data format change on the client's end. InfoSend will contact
the client and request that the file be resubmitted in the correct format. Should
client not be able to send the data in the previous format due to a system
change, time will be needed for InfoSend to make programming changes. Client
should therefore notify InfoSend in advance if its data format is going to change.
InfoSend requests that it be notified at least 4 weeks in advance of a data format
change.
b.) If client requests that samples of the bills are reviewed and approved before they
are printed /posted and fails to approve samples within a few hours then a delay
may be caused.
2.) Bill Accuracy
InfoSend will print/post bills free of any errors.
client to service level credits.
Exceptions:
Failure to print /post bills accurately will entitle
a.) If client sends incorrect data there is a good chance that InfoSend will also repeat
the error. Example — client submits data in which the balance due from the first
customer in the file is incorrectly repeated in the balance due for the second
customer in the file. The sample approval process can help the client catch his or
her own error.
b.) If client sends a customer record, which contains data that would not currently fit
on the printed statement, then truncation will occur. Example — if the current
printed statement is formatted to display a 20- character or less customer first
name and a data file is submitted that contains a 40- character customer first
name then data truncation will occur. If client is adding a new field to its data
format or is including new data elements in existing fields, it is recommended that
it send InfoSend a test file to ensure that data truncation will not occur.
3.) Availability of websites
InfoSend employs the use of multiple internet connections from different Internet Service
Providers to maximize website uptime. The websites will be accessible by customers and CSRs
at all times.
Exceptions:
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InfoSend Response— 12/29/2006
a.) InfoSend performs periodic system maintenance that can require temporarily
taking the websites offline. If this type of maintenance is required the downtime
generally lasts for less than 1 hour. This type of maintenance is performed after
hours.
b.) If a critical security update becomes available outside of the maintenance
window described above that requires a temporary website outage, InfoSend will
install the update if it determines that postponing the update will put the client's
data at risk. These types of updates are rare and can generally be applied
without requiring the websites system to be taken offline. If an interruption of the
systems is required for this type of update, the outage will generally last only a
few minutes.
c.) If the EBPP system is inaccessible by a customer due to a problem on the
customer's end then InfoSend will not be penalized. Examples include a
hardware or software problem with the customer's computer, inability to access
the internet because of a problem with the customer's Internet Service Provider,
a DNS problem with customer's computer that makes the InfoSend EBPP site
appear to be offline when it is not. Client will judge customer complaints of EBPP
outage by using the following procedures:
i. If a customer calls or emails client and states that the EBPP is down
or responding very slowly, client will attempt to access the EBPP
system to see if it can connect at normal speeds. If client can connect
to the EBPP system at that time and the site is responding then the
problem is most likely on the customer's end and InfoSend will not be
penalized. Client will advise the customer to check to ensure that their
computer can connect to other websites and try to connect to the
EBPP system again.
ii. If neither the customer nor the client can connect to the InfoSend
EBPP then the client will check to see if other websites, like
www.google.com and www.yahoo.com are accessible. If other
common websites are loading very slowly or not accessible at all then
the problem could be caused by a major internet backbone outage. In
this scenario InfoSend will not be penalized.
iii. If neither the customer nor the client can connect to the InfoSend
website but the client can connect to other common websites like
www.google.com and www.yahoo.com, then the client can suspect
that the problem is on InfoSend's end and instruct the customer to try
to connect to the website at a later time. The client will immediately
notify InfoSend of the potential problem. InfoSend will then attempt to
verify and diagnose the issue and will contact the client with more
information on it as soon as it becomes available. The client will be
eligible for a service level credit.
IV.A.6 IMPLEMENTATION AND TRAINING SERVICES
InfoSend does will not charge the City for implementation or training. InfoSend has
reviewed the milestone dates provided in the RFP and the go -live date of March 1,
2007 is achievable and practical. We recommend that the implementation of the
printing and mailing service and the electronic bill presentment and payment service
be staggered by at least 4 weeks to streamline the installations and allows the City to
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InfoSend Response — 12/29/2006
adjust to outsourcing its printed bills before the electronic bill presentment begins.
InfoSend will begin the electronic bill presentation implementation at the same time
that the print implementation is started, but will hold its questions for the City until the
print service goes live.
InfoSend proposed implementation key dates:
January 15, 2007 — InfoSend to begin the implementation of the print and mail service.
February 16, 2007 — City to begin parallel testing of InfoSend's bill printing and mailing
service. The City will upload files to InfoSend daily and they will be processed and
posted in PDF format but not mailed. InfoSend will provide training of how to use the
www.infosend.com website to manage the print process on this day. The training will
last approximately (1) hour and can be performed at the City or at InfoSend. The
individuals from the City that should be trained are the staff members that are involved
with the day -to -day operations of utility billing, and their supervisors.
March 1, 2007 — Go -live of printing and mailing service. The City is welcome to visit
InfoSend and observe the first mailings if it wishes to do so.
March 5, 2007 — InfoSend now begins submitting questions regarding the electronic
bill presentment and payment service to the City. A weekly conference call is facilitated
for each party to ask questions of each other and finalize service options.
March 30, 2007 — City to begin testing the electronic bill presentment and payment
service. InfoSend will provide training of how to manage the service. The training will
last approximately (3) hours and can be performed at the City or at InfoSend. The
individuals from the City that should be trained are the staff members that are involved
with the day -to -day operations of utility billing, and their supervisors.
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InfoSend Response — 12/29/2006
II.A.7 PROJECT MANAGEMENT
InfoSend will provide a single point of contact for the entire project and also assign a
second project manager to be involved with the project from start to finish to ensure
that there are always two people who are aware of the project progress. This ensures
that the project is not delayed if the primary project manager becomes ill.
Josue Martinez will be the primary project manager, and Russ Rezai will be the
second project manager. Both Josue and Russ will attend each meeting /conference
call with the City and keep track of the project in InfoSend customized Customer
Relationship Management system.
Resumes
Name
Josue Martinez
Experience
InfoSend, Inc. Anaheim, CA (2000 — present)
Implementation Specialist
• Has managed over 40 city /water district installations
• Has managed over 20 city /water district software conversions (from legacy
client utility billing system to new utility billing system)
• Trains and leads the support department
• Liaison between customers and programming
Education
AA Information Systems — Fullerton College (2002)
BS Information Systems Development and Science — Cal State University
Fullerton
Proficient in programming, layout design, and database management using the
following software:
Microsoft FoxPro
Crystal Reports
Adobe Illustrator
MySQL
Name
Russ Rezai
Experience
InfoSend, Inc. Anaheim, CA (2001 — present)
COO
• Manages research and development
• Overseen the development of utility- targeted services since 2001
• Creation of online services department
• New product and service development and deployment— including EBPP
• Creation of variable data digital color printing department
InfoSend, Inc. Anaheim, CA (1996 -1997)
Company Co- Founder
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InfoSend Response— 12/29/2006
IV.A.8 GENERAL INFORMATION AND REFERENCES
InfoSend Company Profile
Mission Statement: "Our goal is to provide the best possible services along with cost savings
to our customers in an accurate, reliable, and timely manner - with a personal touch."
InfoSend, Inc. has been providing data processing, statement printing and mailing services to
various industries since 1996. In addition to these services InfoSend offers fully hosted and
managed e- Billing services. The Electronic Bill Presentment & Payment (EBPP) service can be
used as a stand -alone service or integrated with the print and mail service.
Incorporated on Jan 17, 1997 in California, InfoSend is a privately held company. InfoSend's
core competencies are information technology, document formatting, and document production.
The company's founders have over 35 years of combined Information Technology experience.
This background has helped InfoSend adapt to technology changes and introduce new services
to meet our clients' needs. We are continually refining services and adding to the equipment
necessary to produce financial documents.
Customer Service
InfoSend's staff can be reached by calling our office toll free at (800) 955 -9330, or by dialing
(714) 993 -2690. Live support staff answers phone calls and can also be reached via email.
Most customer service inquiries can be resolved within the initial phone call or e-mail.
Locations
The Company currently owns and operates its 75000 sq ft headquarters and production facility.
The building is located in Anaheim, California. The mail pieces that are produced at our
Anaheim facility are picked up by the USPS and sent to to the main Post Office Hub of Santa
Ana, California. This facility is a Detached Mail Unit and houses LISPS employees who check
the mail throughout the day.
InfoSend Headquarters:
4240 E La Palma Ave
Anaheim, CA 92807
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• Supported in development of new company in 1996
• Laid groundwork for future IT development between 1996 and 1997
• Began research into Electronic Bill Presentment and Payment Services
• Stayed active part -time with company while studying at UC Santa Barbara
Education
BA Business Economics from University of California, Santa Barbara (2001)
Proficient in Website /Forms Design using Following Applications /Languages:
HTML, Crystal Reports, Adobe Illustrator
IV.A.8 GENERAL INFORMATION AND REFERENCES
InfoSend Company Profile
Mission Statement: "Our goal is to provide the best possible services along with cost savings
to our customers in an accurate, reliable, and timely manner - with a personal touch."
InfoSend, Inc. has been providing data processing, statement printing and mailing services to
various industries since 1996. In addition to these services InfoSend offers fully hosted and
managed e- Billing services. The Electronic Bill Presentment & Payment (EBPP) service can be
used as a stand -alone service or integrated with the print and mail service.
Incorporated on Jan 17, 1997 in California, InfoSend is a privately held company. InfoSend's
core competencies are information technology, document formatting, and document production.
The company's founders have over 35 years of combined Information Technology experience.
This background has helped InfoSend adapt to technology changes and introduce new services
to meet our clients' needs. We are continually refining services and adding to the equipment
necessary to produce financial documents.
Customer Service
InfoSend's staff can be reached by calling our office toll free at (800) 955 -9330, or by dialing
(714) 993 -2690. Live support staff answers phone calls and can also be reached via email.
Most customer service inquiries can be resolved within the initial phone call or e-mail.
Locations
The Company currently owns and operates its 75000 sq ft headquarters and production facility.
The building is located in Anaheim, California. The mail pieces that are produced at our
Anaheim facility are picked up by the USPS and sent to to the main Post Office Hub of Santa
Ana, California. This facility is a Detached Mail Unit and houses LISPS employees who check
the mail throughout the day.
InfoSend Headquarters:
4240 E La Palma Ave
Anaheim, CA 92807
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InfoSend Response— 12/29/2006
InfoSend's second facility is located in Downers Grove, Illinois. This facility is also owned and
operated by InfoSend and serves as the company's disaster recovery site. The site is fully
networked and data is synched up from the Anaheim facility to the Downers Grove facility
automatically. This facility is also a USPS Detached Mail Unit.
Disaster Recovery Facility:
1406 Centre Circle
Downers Grove, IL 60515
Description of Print & Mail Service
InfoSend provides a free and secure upload form that authorized users can access to transmit
files. Alternatively, you can automate your transfers using FTP or use a dial -up modem. Upon
the receipt of the data file, a File Transfer Confirmation report will be sent via e-mail. Your data
is then processed, address validated, presorted, printed, put through Quality Control (QC),
folded, inserted, and mailed within 24 hours. Files transferred and approved before 9:00 a.m.
Pacific Time are processed and mailed the same dav! After your data has been processed
and mailed, you will receive a detailed Process Confirmation report of the data processed for
your records. The confirmation reports are available online at www.infosend.com.
Programming
InfoSend creates a custom program that reads your data and inputs it to InfoSend's database
for processing. Common export formats are character delimited, XML, SDF, and flat ASCII. Our
programmers will adapt to your file format instead of asking you to conform to a predefined
template. InfoSend has successfully accepted data originating from a variety of different billing
systems — including licensed and custom financial management platforms. We have the ability
to suppress the printing of certain statements or invoices based upon specific criteria: account
type, customer account number, dollar amounts, etc.
CASS Certification:
In accordance with postal regulations for presorted first class mail, we use CASS Certified
software when processing incoming data. This software validates and presorts all customer
delivery addresses into zip code order while adding the barcode and zip +4 extension. InfoSend
can suppress the mailing of documents containing invalid addresses and instead report them to
you in an electronic file.
Forms
Documents are printed on white or preprinted color forms. Custom preprinted forms allow
InfoSend to match your logo colors and provide high quality screens. Both options are provided
at the same price.
Inserting
InfoSend maintains a variety of mail folding and inserting equipment. Intelligent or "Selective"
Inserting is available, which allows you to target specific customer groups with different mailing
inserts such as special flyers or newsletters. Intelligent Inserting will also allow you to exclude a
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InfoSend Response — 12/29/2006
#9 return envelope for all customers participating in an automatic payment program (ACH). If
you require intelligent inserting, please contact your sales representative to go over the
requirements.
Inserts /Statement Stuffers:
Any special inserts /flyers /stuffers prepared by the client can be inserted with the bills.
Additionally, InfoSend offers full graphic arts services including design and color printing of
inserts.
InfoSend's online Insert Request Form is an innovative customer service tool that streamlines
insert management. Request a quote for printing and schedule all of your inserts online.
Submit the form through our website and a summary of the request will be returned to the user
via email. View the previous requests for your account online as well.
Quality Control
InfoSend's Quality Control (QC) is one of the company's most unique internal programs.
Printed documents are always put through a QC process before being released to the mailing
department. InfoSend has invested in this additional service for the benefit of our customers,
free of charge. Each QC operator checks for print quality and follows on- screen prompts that
are specific to the client. Each individual mailing application can have its own set of items to
check for.
Message Manager
This free customer service tool is a custom built web -based application that allows you to
control the messages that print on your documents. You can schedule the messages months or
even years in advance! You can assign unique messages to different types of customers, or
even to individual account numbers or account number ranges.
Address Updates
InfoSend offers the NCOALink service in conjunction with the United States Postal Service. The
service is optional and replaces the small postcard or photocopy that the post office provides
you when a customer fills out a change of address form but does not contact you to give the
new address information. If you choose to use NCOALink then InfoSend will use the NCOA
database to update your addresses before the document is printed and mailed. The cost is
$0.50 per updated address.
Exception Processing
Exception Processing, or EP, is an optional service that allows you to approve, cancel, or hold
individual bills based on predetermined criteria. You may choose to flag exception bills within
the data, or InfoSend can build the custom exception rules on your behalf. Example: All bills
with dollar amounts over $500,000, or less than $5.00, could be posted to the InfoSend website
for individual approval.
Please inform us if you would like a price for this service.
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InfoSend Response— 12/29/2006
PDF Document Archiving
PDF document archiving is an optional service. This is a document archiving tool used by your
customer service representatives to download electronic copies of any document that InfoSend
mails. This web application allows you to query the database by customer name, account
number, or up to three other custom fields. Documents are archived as individual PDF files,
which gives you a quick download time. Your CSRs can use this service to research customer
inquiries by viewing a carbon copy of the printed bill. Pricing is based on how long the
documents are retained.
EBPP
Electronic Bill Presentment and Payment (EBPP) is an optional service. Give your customers
the ability to pay their bills online and send bills to them via email. You can save postage costs
by eliminating paper bills! The service is also commonly referred to as e- Billing or Online Billing.
The portal is customized to match the look of your website and you can choose your own name
for it. The City of Chino uses InfoSend's e- Billing service and chose to name it e- BillPay. The
following is a screenshot of the login page:
t Hoitaccwae; a BlllRay
Welcome to the City of Chino e- BillPay Login Area
e:Billpay To subscribe your account for City of Chino e- fJilPay, click on the button below.
This system makes It easy for our customers to manage their own utility account.
Customers can choose to receive statements by e -mail, make online payments, sign up
for recurring payments, or update their information. To subscribe, simply click on the
New Subscription button. Iryou experience any difficulties, please contact Las by clickfna
here.
Login Id°
Password:- --
Lama fCRGpi Pn55WIXdo reeler.
Job Tracker and Sample Approvals
The InfoSend website contains a variety of account management tools that you can use. The
Job Tracker gives you real -time monitoring of the data files that it has submitted to InfoSend for
processing. The Job Tracker informs you whether your file is being processed, printed, put
through QC, or in the mailing department. Confirmation reports are uploaded to the job tracker
for easy reference. You can use the job tracker to approve samples of printed bills or online bills
in the HTML format.
References
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InfoSend Response — 12/2912006
City of Anaheim
714) 765 -4531
201 S. Anaheim Blvd, #107
Russell Whitcu , Utility Services Supervisor
Anaheim, CA 92805
rwhitcup@anaheim.net
The City of Anaheim transmits 85,000- 105,000 statements per month to InfoSend. Files are
sent to InfoSend daily for printing and mailing.
The City of Chino
909 464 -8357
13220 Central Avenue
Olga Mallen, Utility Billing Manager
Chino, CA 91710
omallen@cityofchino.org
The City of Chino transmits 17,000- 18,000 statements per month to InfoSend. Files are
transmitted to InfoSend weekly for both printing and online presentment.
El Toro Water District
949 837 -7050, ext. 234
24251 Los Alisos
Dave Westphal, Customer Service Manager
Lake Forrest, CA 92630
dwestphal@etwd.com
El Toro Water District transmits 8,000 — 10,000 statements per month to InfoSend. Files are
transmitted for printing and mailing.
Partial List of California Utility Clients
References have been provided prior to this section. Additional California utility clients have
been listed below. InfoSend currently services over 50 utilities in the State of California.
Azusa Light and Water
City of Calistoga
City of Cotati
City of Huntington Beach
City of Livermore
City of Morgan Hill
City of Roseville — New client who chose InfoSend in late 2006 to provide e- Billing
City of San Clemente
City of Santa Cruz — New client who chose InfoSend in late 2006
City of Sonoma
City of Sunnyvale
Dublin San Ramon Services District
Mammoth Community Water District
Mesa Consolidated Water District
North Marin Water District
North Tahoe Public Utility District
Valley of the Moon Water District
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InfoSend Response — 12/29/2006
Sample (Materials
Sample materials are included at the very end of this bid. Samples include utility bills from three
different InfoSend clients. Sample envelopes have also been provided.
IV.A.8 INFORMATION ON ELECTRONIC PAYMENT EXCHANGE (EPX)
Founded in 1979, EPX is a full- service credit card, debit card, and electronic check (ACH)
payment processor providing secure front -end and back -end payment solutions that utilize
tokenization and encryption technologies. Led by a senior management team that has been
together for more than decade, EPX continues to lead the way in secure and cost - effective
payment processing.
EPX provides a straight- through, fully integrated, secure payment processing platform (acting as
payment gateway and acquirer) and is dedicated to providing merchants with the most secure
and cost - effective payment processing services. EPX will continue to research, build,
implement, and support industry - leading payment processing solutions that facilitate PC[
compliance, protect merchants, and enhance consumer confidence.
EPX is revolutionizing the payments industry by providing fully integrated payment solutions
enabling merchants to obtain merchant accounts and securely and efficiently process credit
card, debit card, stored value, and ACH payments on one reliable platform. Just a few of the
benefits businesses recognize as a result of using EPX solutions include:
• enhanced data security
• increased processing speeds and customized transaction reporting
• dedicated client services
• decreased risk exposure
• lower costs
• strengthened process reliability
• reduced potential points of failure
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