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HomeMy WebLinkAbout23-213 Resolution No. 23-213 RESOLUTION AUTHORIZING EXECUTION OF AN AGREEMENT WITH INFOSEND, INC. FOR THE PRINTING, MAILING AND EMAILING OF WATER BILL STATEMENTS AND DELINQUENT NOTICES (RFP No. 23-057) BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN, ILLINOIS, that Richard G. Kozal, City Manager, and Kimberly A. Dewis, City Clerk, be and are hereby authorized and directed to execute an Agreement on behalf of the City of Elgin with InfoSend, Inc., for the printing, mailing and emailing of water bill statements and delinquent notices (RFP No. 23-057), a copy of which is attached hereto and made a part hereof by reference. s/David J. Kaptain David J. Kaptain, Mayor Presented: November 15, 2023 Adopted: November 15, 2023 Omnibus Vote: Yeas: 9 Nays: 0 Attest: s/Kimberly Dewis Kimberly Dewis, City Clerk AGREEMENT FOR PRINTING,MAILING AND EMAILING WATER BILLS AND DELINQUENT NOTICES(RFP-23-057) THIS AGREEMENT is hereby made and entered into this 15th day of November 2023, by and between the City of Elgin, Illinois, a municipal corporation (hereinafter referred to as"City")and InfoSend, Inc. a California corporation(hereinafter referred to as "Seller"). NOW, THEREFORE, for and in consideration of the mutual promises and covenants contained herein, the sufficiency of which is hereby mutually acknowledged, the Parties hereto hereby agree as follows: 1. PURCHASE. City shall purchase and Seller shall sell and provide the goods and services to the City as described in City of Elgin RFP#23-057 for water bill printing and mailing and as further described in Seller's response to the scope of work with pages 28-53, and pages 6- 7 of such response providing for proposed cost for printing and mailing services for water bill statements and proposed costs for printing and mailing services for shut-off water notices, being attached hereto and made a part hereof as Attachment A. 2. TERMS. This Agreement shall be subject to the terms and conditions contained herein and as provided by Attachment A, which is attached hereto and made a part hereof. In the event of any conflict between any of the terms and provisions this Agreement and Attachment A, the terms and provisions of this Agreement shall supersede and control. 3. LAW/VENUE. This Agreement is subject to and governed by the laws of the State of Illinois. Venue for the resolution of any disputes or the enforcement of any rights arising out of or in connection with this Agreement shall be the Circuit Court of Kane County, Illinois. Seller hereby irrevocably consents to the jurisdiction of the Circuit Court of Kane County,Illinois for the enforcement of any rights, the resolution of any disputes and/or for the purposes of any lawsuit brought pursuant to this Agreement or the subject matter hereof; and Seller agrees that service by first class U.S. mail to InfoSend, Inc., 4240 E. La Palma Avenue, Anaheim, CA 92807 shall constitute effective service. The Parties hereto waive any rights to a jury. 4. NO MODIFICATION. There shall be no modification of this Agreement,except in a writing instrument executed by both Parties with the same formalities as the original Agreement. 5. MERGER. This Agreement embodies the whole Agreement of the Parties. There are no promises, terms, conditions or obligations other than those contained herein, and this Agreement shall supersede all previous communications, representations or Agreements, either verbal,written or implied between the Parties hereto. 6. INTEREST. Seller hereby waives any and all claims or rights to interest on money claimed to be due pursuant to this Agreement, and waives any and all such rights to interest to which it may otherwise be entitled pursuant to law, including, but not limited to, pursuant to the Local Government Prompt Payment Act (50 ILCS 505/1, et seq.), as amended, or the Illinois Interest Act(815 ILCS 205/1,et seg.),as amended. The provisions of this paragraph shall survive any expiration,completion and/or termination of this Agreement. 7. SEVERABILITY. The terms of this Agreement shall be severable. In the event any of the terms or the provisions of this Agreement are deemed to be void or otherwise unenforceable for any reason,the remainder of this Agreement shall remain in full force and effect. 8. COMPLIANCE WITH LAW. Notwithstanding any other provision of this Agreement, it is expressly agreed and understood that in connection with the performance of this Agreement, Seller shall comply with all applicable federal, state, city and other requirements of law, including, but not limited to, any applicable requirements regarding prevailing wages, minimum wage,workplace safety, nondiscrimination and legal status of employees. 9. COUNTERPARTS AND EXECUTION. This Agreement may be executed in counterparts,each of which shall be an original and all of which shall constitute one and the same Agreement. This Agreement may be executed electronically, and any signed copy of this Agreement transmitted by facsimile machine, email, or other electronic means shall be treated in all manners and respects as an original document. The signature of any party on a copy of this Agreement transmitted by facsimile machine,email,or other electronic means shall be considered for these purposes an original signature and shall have the same legal effect as an original signature. 10. PAYMENT. City shall pay to the Seller for the services to be provided pursuant to this Agreement pursuant to the rates as set forth in Attachment A attached hereto,within thirty (30) days of delivery and installation or City's receipt of invoice, whichever is later. The aforementioned total sum is inclusive of all freight and shipping costs. The City of Elgin is a tax- exempt governmental entity. 11. LIMITATION OF DAMAGES. In no event shall City be liable for any monetary damages in excess of the purchase price contemplated by this Agreement. In no event shall City be liable for any consequential, special or punitive damages, or any damages resulting from loss of profit. 12. INDEMNIFICATION. To the fullest extent permitted by law, Seller agrees to and shall indemnify, and hold harmless the City,its officers,employees,boards and commissions from and against any and all claims, suits,judgments, costs, attorney's fees, damages or any and all other relief or liability arising out of or resulting from or through or alleged to arise out of any acts or negligent acts or omissions of Seller or Seller's officers, employees, agents or subcontractors in the performance of this Agreement, including but not limited to, all goods delivered or services or work performed hereunder. In the event of any action against the City, its officers, employees, agents, boards or commissions covered by the foregoing duty to indemnify and hold harmless, such action shall be defended by legal counsel of the City's choosing. 13. TERM AND TERMINATION. The term of this Agreement shall commence upon the date of execution hereof and shall continue until December 31, 2025. This Agreement shall automatically renew for an additional two-year term through December 31,2027,unless the City provides the Seller written notice of its intention not to renew this Agreement not less than sixty(60)days prior to December 31,2025. Notwithstanding any other provision hereof,the City may also terminate this Agreement at any time upon thirty (30) days prior written notice to the Seller. In the event this Agreement is so terminated, the Seller shall be paid for services actually 2 performed prior to termination except that reimbursement shall not in any event exceed the prices set forth in Exhibit A attached hereto. 14. RELATIONSHIP BETWEEN THE PARTIES. This Agreement shall not be construed so as to create a joint venture, partnership, employment or other agency relationship between the Parties hereto. 15. WAIVER. Neither party hereto shall be responsible for any consequential, indirect,punitive or incidental damages for any reason whatsoever. Any delay or failure to enforce any rights by either party arising out of or pursuant to this Agreement shall not constitute,and shall not be construed as, a waiver of any such rights. 16. LIMITATION OF ACTIONS. The Parties hereto agree that any action by the Seller arising out of this Agreement must be filed within one year of the date the alleged cause of action arose or the same will be time-barred. 17. TIME IS OF THE ESSENCE. Time is of the essence of this Agreement. 18. NONDISCRIMINATION.The Seller will not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, ancestry, order of protection status, familial status, marital status, physical or mental disability, military status,sexual orientation,or unfavorable discharge from military service which would not interfere with the efficient performance of the job in question. The Seller will take affirmative action to comply with the provisions of Elgin Municipal Code Section 5.02.040 and will require any subcontractor to submit to the City a written commitment to comply with those provisions. The Seller will distribute copies of this commitment to all persons who participate in recruitment, screening,referral and selection of job applicants,prospective job applicants,and subcontractors. The persons signing this Agreement certifies that s/he has been authorized by the Seller to commit the Seller contractually and has been authorized to execute this Agreement on its behalf. IN WITNESS WHEREOF, the Parties have hereto set their hands the day and year first above written. 1NFOSEND, INC. C LGIN Roxana Weil 7 Print Name �I Richard G. Koza , Ci a ger /4/" - - `G 1/ Attest: Signature Executive Vice President Aa(A Title C Clerk Legal Dept'AgreementUnfosend Inc Agr-Water Bill Services-I I-3-23.docx 3 ATTACHMENT A Response to SCOPE OF WORK: 1. Laser Printing - Water Bill Statements Printing of water bills occurs on the 1st, 10th and 20th of the month. There are approximately 33,000 total water customers in the City which are billed on a monthly basis. Between 8,000 and 13,000 water customers are invoiced each bill date. InfoSend accepts this requirement. As the current provider of services to the City since 2014,we are fully capable of continuing to meet these volume and cycle requirements. The City's utility software package is Central Square NaviLine. The billing text files can be provided electronically in a CSV file format via secure FTP or other secure method. NaviLine offers a Fusion API (https://fusion.centralsquare.com/Fusion/). If another text format is required please note in your proposal. Obtaining the relevant billing information via flat file or API is acceptable. As the current provider, InfoSend has extensive experience with the City's current bill format. We can receive the files electronically through FTP and SFTP, and can accept both "flat-file" formats and PDF. InfoSend works with dozens of CIS software solutions and currently supports over 40 Central Square clients, including City of Elgin. The water bill statement should be printed on 81/2" x 11" white 24 lb. recycled bond paper. The statement will consist of 2 colors, reflex blue and black, hex codes can be provided. A sample of the current water bill is attached and any format changes required by the contractor are subject to City approval. The statement will have a perforation placed 3 1/2 " from the bottom of the form and run the full width of the form. The recycled logo must be included on either side. Samples of the form are attached Format changes must be approved and completed by December 15, 2023. InfoSend currently prints the City's bill on SFI (Sustainable Forestry Initiative) paper stock. In the case that any major changes are requested to the bill, we undergo the following process: Client Application Change Management InfoSend's Client Services team is experienced in assisting clients with change requests that range from quick document updates through complex conversions that affect the underlying data and complete document design. Throughout the life of the application. InfoSend's dedicated Account Manager will remain the point of contact, providing client-specific insight and knowledge to ensure change requests are handled with expertise and first hand experienced. InfoSend maintains a tightly controlled Client Application Change Management program to ensure accuracy, quality. and timeliness of changes to output. InfoSend's manages changes to client applications with the following controls: 1. Requirements Gather: the client request is logged in the InfoSend internal CRM tool by the dedicated Account Manager. Required assets such as mockups and example data files are gathered from the client, if required, to ensure the scope is defined. 2. Scoping and Statement of Work (SOW): the Account Manager reviews the request internally and defines a scope with the assistance of the InfoSend IT programmer assigned to the project. Once a scope is determined. InfoSend will present the client with a Statement of Work (SOW), which will include the Professional Services hours (PS) and timeline to delivery. InfoSend's change request delivery times vary based on the scope: 1 PS Hour— Up to 3 business days 2-3 PS Hours — Up to 4 business days 4-5 PS Hours — Up to 6 business days 6-10 PS Hours — Up to 2 calendar weeks 11-20 PS Hours— Up to 5 calendar weeks InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 28 21-30 PS Hours — Up to 8 calendar weeks > 30 PS Hours — TBD based on requirements and scope of work 1. *InfoSend does not bill for changes that require under 1 PS Hour 2. Application Build, Testing, Tracking: upon client approval of the SOW, the change request enters the InfoSend queue and works begins according to the timeline. The changes are built, approved with the following milestones: Project Tracking: Depending on the scope of the change request, a project tracking document may be utilized to ensure all scope items are monitored. reviewed and approved by the client. Development Environment: changes are made by the InfoSend programmer in a controlled. separated development environment, using code source control. Sample Review and Approval: InfoSend's dedicated Account Manager reviews samples. and if acceptable provides them for Client review. feedback and sign off. If a project tracking doc was utilized, all open scope items are reviewed individually with the client prior to approval. 3. Deployment: client approval is logged in the CRM tool, and the code deployment is scheduled. Code changes are checked in and deployment to production is performed by authorized personnel. For projects where output was completely redesigned, InfoSend's Account Manager is required to complete a First Live run review, and complete a Go Live checklist to ensure accuracy. At client discretion, InfoSend may also enable Sample Approval workflow for the client to review the first live run prior to release to customers. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 129 2. Mailing Envelope - #10 -24 lb.white wove envelope with window size 1 " x 41/2"with window for return address as well and fully glued flap. As the current provider, InfoSend has supplied envelopes for the City's mailings since 2014. InfoSend is recommending using standard double window envelopes as well as single window reply envelopes. In addition to cost savings, our standard envelopes are pre-staged at all 5 of our production facilities. This allows for same- day disaster recovery in the event of a power outage, weather related event or other emergency. Custom materials would need to either be transported, pre-printed or produced. InfoSend Standard #10 and #9 Envelopes InfoSend is proposing our standard envelopes. Our standard and reliable outgoing #10 and return #9 envelopes are predominantly manufactured and stocked by InfoSend and have strategically placed windows which allow client logos to be visible for the customer prior to opening, as well as tinting to ensure data privacy. For all clients that use standard envelopes, InfoSend's standard double window #10 and single window #9 envelopes are sustainably produced and are provided at no additional cost to clients. The Sustainable Forestry Initiative ensures materials are sourced from sustainably managed forests. Please visit www.sfiprogram.org for more information.* Standard #10 Envelope Outside: Inside: si`'4.*i.'4°i. y °s ... 4 of j,4 o++.e\�#•,� o.r,4 !� � s s 1* 4' • V • • ao InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 130 Standard #9 Envelope Outside: I II ■ — + + aPo:=w !r Inside: -n, ♦ •74 ., `6` a . .n, a o y \y 44, .�i�cs �cccci ��so'°i `�`cc 0s �ress :'�si R l• c�ceei�. �►e' l • `��c�6ds`n°ccc dP�°� •�d�®d� • rl®°S��rc�dc� + Vie • `�cr �?c • `:c • �:„i „.* cc r ,4*2 �?� ls4, *44 r 4# 4cs �ocr Pcr cc � �_cc � .•cr4;• • ec, *„i sc�Oi's#.. #',r Intelligent Mail Barcode InfoSend, by default. will implement the Full-Service Intelligent Mail barcode within client documents produced, saving clients many thousands of dollars in postage costs. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 31 3. Customer Return Mailing Envelope #9 - 24 lb. white wove envelope with window size 1 " x 3" with return address lines imprinted and fully glued flap. As the current provider, InfoSend has supplied return envelopes for the City's mailings since 2014. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 132 4. Internet storage of previous bills Between 8,000 and 13,000 water bill statements are produced each billing period which the city will require access to 3 months of history. The contractor shall provide access to history via an online management console or save digital versions of the bills to a city-determined cloud-based storage location within 2 days of mailing the water bill statements. InfoSend Archiving Services Highlights • Multiple Channels: Capable of hosting documents within an InfoSend database as well as shipping PDFs via secure FTP or DVD media. • InfoSend Hosted Option: Secure cloud solution where InfoSend hosts documents for a client-specified historical retention, allowing for reprints and emailing documents on demand. • API Access for Hosted Docs: For clients who choose to have InfoSend host, an API is made available that enables paperless integrations with ERP/CIS/billing systems, as well as online payment providers. • Insert Communications Included: The InfoSend system is also capable of including the insert communications as additional pages in the PDF (elnserts), ensuring clients and their customers are viewing the complete document which was distributed. • USPS Mail Tracking: For clients using the hosted solution, USPS mail tracking info is provided for eligible First Class mail, using the IMb Tracing Ty service. • Remit Tracking:Also for clients using the hosted solution, InfoSend can provide a report of checks mailed back by customers using the included remit stub.A daily report of customer mail and amounts due will be provided. assisting clients with cashflow expectations. • Final Document Transfer: InfoSend can push PDFs via secure FTP in a standard or customized format. allowing clients or third parties to archive documents on other systems. InfoSend Archiving Services InfoSend's Customer Communications Management (CCM) platform offers a robust, secure and redundant archive service that clients can rely upon to access documents rendered, modified or processed by InfoSend. InfoSend has built a flexible set of options to ensure clients and their customers can access documents in the context that they prefer, including in existing CIS/ERP or billing applications. InfoSend offers PDF delivery and hosted models. With all options, InfoSend is capable of including the insert communications as additional pages in the PDF (elnserts). ensuring clients and their customers are viewing the complete document which was distributed. 1. Delivery via Final Doc Transfer(FDT): For clients who prefer to store and host PDFs within another software environment, InfoSend is able to deliver the PDFs via Final Doc Transfer in the following ways: • Secure FTP Transfer: Upon batch completion by InfoSend, a PDF file of the batch will be sent via secure FTP to the client with a companion XML index file containing standard details of the PDF batch (account #, PDF page number. etc.). • Custom Secure FTP Transfer: Upon batch completion by InfoSend, the PDF data can be delivered in a complete batch or broken down and sent as one PDF file per account or document. In addition, InfoSend can match PDF file naming conventions or provide index data in a specified format. InfoSend will work with the client to define the workflow. and fees may apply depending on complexity. 2. Hosted via Print Image Archive (PIA): For clients who prefer to outsource the storage and only retrieve PDF documents on demand. InfoSend provides two ways to view documents via the Print Image Archive: 1. Search via the InfoSend Portal: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand from a web interface. By logging into the InfoSend Portal, client representatives can access the archive and search for documents according to standard criteria such as account number or date. In addition, InfoSend provides up to 5 custom search fields, specific to the client's data (examples: "bill cycle" or "notice ID"). Documents can be viewed on screen, downloaded to the desktop or emailed. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 33 2. Web Services Integration: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand via an encrypted API query string. This secure option is best suited for clients who have the capacity to integrate the InfoSend archive into a software package on their end. This web interface allows outside solutions to perform document presentment within their own application framework without having to host an archive. Mail Tracking: All clients using the hosted Print Image Archive from InfoSend are automatically given Mail Tracking. With Mail Tracking, the USPS data is provided via the IMb TracingTr1 service. where all qualified mail with an Intelligent Mail Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail to the customer. Only available with mail sent using 1st Class Postage. and not available in some cases with postcard mailings. Example PIA Search Screen with Mail Tracking Results: I It I•l,�n.l,lu. InfoSend Inc---pal nQln7o0ar1d.corn Close Window i Wednesday.F•Muary 12.2020 PIA Viowor 2.0 Soarch Fiold6 Search Returned 13 Reaulllsl•Displaying 1•11 OMP Seercb 00940 Default search Is'Starts with'. 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(ir l m �7 JOE CUSTOMER 216031•1240 INFINFI91105A 2019.11.05 193602011FQO11 2Q1&11.(ir E L7 O JOE CUSTOMER 216031•1240 INFINF190904A 2019.0904 116302aialkN � JOE CUSTOMER 216031•1240 INFINF193927A 201949.27 119 30 m Q- JOE CUSTOMER 216031•1240 INFINF190702A 2019-07-02 79 70 2Q1�L 2QIL in44 Q2 QLIQ n JOE CUSTOMER 216031.1240 MFINF190606A 2019-0646 13603 2Q1p� 2Q121 EM Q4 Q1f13 JOE CUSTOMER 210031.1240 R4F1F190214A 201902.14 6600 ® JOE CUSTOMER 2119031.1240 INFNF190e17A 201904-17 9600 2121Qa. In CL 2Q JOE CUSTOMER 216031.1240 01F1F1900041A 20110e44 9934 251i0M picm JOE CUSTOMER 210031.1240 NFNF200107A 20200107 394s 2ffip01. 20� pcz 10 �� JOE CUSTOMER 21130314240 9IFNF200204* 20200244 9010 2512 V252119.AL Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inbound mail from customers utilizing an included remittance stub in the outbound mail. With Remit Tracking, clients will be able to see when a customer responded to the original mail piece, as well as get a daily report of inbound mail with an estimated value of payment remittances based on the outbound mail, assisting with cashflow expectations. 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I www.infosend.com Response to RFP for City of Elgin IL 34 5. Digital Presentment The City will consider contractors that present mobile responsive options for digital bill presentment within the City's online web portal via RestAPI or iframe. The desired user experience would allow for an authenticated user (authentication handled by the City's portal) to select previous billing statements by date and view the associated bill as a PDF. The PDF would dynamically display exactly or substantially similar to the paper version of the bill. As the current provider, InfoSend already provides a digital bill presentment option to the City. Below is an explanation of the services being offered and specifically speaks to InfoSend's web services integration. This is an example type integration that would occur with presenting the PDF bills on the City's website or a third-party billing provider website. InfoSend Archiving Services InfoSend's Customer Communications Management (CCM) platform offers a robust, secure and redundant archive service that clients can rely upon to access documents rendered, modified or processed by InfoSend. InfoSend has built a flexible set of options to ensure clients and their customers can access documents in the context that they prefer, including in existing CIS/ERP or billing applications. InfoSend offers PDF delivery and hosted models. PIA Hosted: Search via Web Services Integration For clients with an external software package that could support showing documents. InfoSend offers a Web Services integration that enables secure URL query searches to retrieve documents from InfoSend servers. With this option. InfoSend provides credentials and encryption to a client, or a third-party provider on behalf of the client, along with documentation and resources to implement and test an integration to the document archive. The goal of the Web Services Integration is to provide InfoSend produced or stored documents on screen as seamlessly as possible to an end user of another application. Web Services Integration Workflow Highlights 1. Retention Period: With InfoSend hosting the documents, the batches processed can be archived as long as the client requires. Fees apply based on length of time and are generally quoted as part of the contracting process. 2. Secure Socket Layer (SSL) Communication: InfoSend has a current SSL certificate specifically for the domain serving this application, so all communication is done using the web standard https: protocol. 3. Encrypted Access Parameters: The URL scheme which allows access to the archive will utilize an AES 256-bit encryption key with vector initialization (VI) salting. to ensure the parameters of the web service call cannot be decrypted by outside parties. 4. URL Expiration: All query URLs will expire within a timeframe that meets the client application's security requirements to ensure no unauthorized access. 5. Document Search Criteria: By default, InfoSend provides Web Services search criteria for an Account Number and/or one other indexed document identifier (NoticelD). The goal is to retrieve a specific document or list of documents pertaining to an account. 6. Document Results: InfoSend will be able to serve the document results in three ways, depending on the search criteria: allow the browser to show PDF in line. force the browser to download PDF. or show document list results with a link to download PDF. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 35 6. Weekly Folding, Insertion and Mailing Services The contractor shall provide next day mailing services which include: a) folding of the water bill statement, b) the insertion of the statement, c) the return payment envelope into the mailing envelope, and d) combine water bills that are part of a group into single mailing envelope. If the mailing service is delayed for more than 24 hours after the receipt of the billing text files, there will be a $50.00 per day penalty deducted from that week's invoice. As the current provider, InfoSend provides next day mailing services to the City. An example SLA is provided below. InfoSend Service Level Agreement InfoSend's Customer Communications Management (CCM) platform. eBusiness applications and document manufacturing environments are designed with business continuity and reliability in mind. All client contracts are backed by Service Level Agreements (SLAs) to give clients the assurance that data processing, document production and distribution, and eBusiness applications will perform accurately and on time. During its entire history in business, InfoSend has never lost a client due to failure to deliver on an SLA. InfoSend Service Level Agreement InfoSend's Customer Communications Management (CCM) platform, eBusiness applications and document manufacturing environments are designed with business continuity and reliability in mind. All client contracts are backed by Service Level Agreements (SLAs) to give clients the assurance that data processing, document production and distribution, and eBusiness applications will perform accurately and on time. During its entire history in business, InfoSend has never lost a client due to failure to deliver on an SLA. A sample SLA is provided below, however, InfoSend routinely collaborates with clients on an SLA that suits the dynamics of their particular data, documents or eBusiness applications. Sample SLA: InfoSend agrees to the following Service Level Agreement ("SLA") with penalties for non-compliance during delivery of InfoSend services detailed in this agreement. The SLA applies even in the case of a routine natural disaster (such as an earthquake or fire) or other issues that necessitate the transfer of the Service to a disaster recovery facility. SLA penalties do not apply if errors or delays are caused by Client or if there is a serious issue such as an act of war or region-wide calamity that no company could prevent against using commercially available disaster preparedness techniques. InfoSend and Client agree on the following SLA: • InfoSend hosted web applications will maintain a 99.99% uptime. • Documents will be produced and distributed exactly as displayed in the Client-approved sample file. • Documents will be printed on the correct forms and inserted into the correct envelopes. • The documents will be printed and mailed the next business day. • Completed job batch reports will be provided within 24 hours. • Planned system maintenance will be communicated by InfoSend in advance. If the above SLA is not met, a $50.00 Service Fee penalty will be provided for each business day that a batch of documents is delayed. The penalty would apply to InfoSend's Service Fees only and not to postage or materials (printed stock, envelope stock, etc.). If the data is not output as displayed in the Client-approved sample file. a 50% Service Fee credit will be provided if the issue did not impact all documents in the batch or did not impact the ability for customers to understand the documents and remit payments. If the issue affected all documents in the batch or impacted the ability for the customer to understand the document. a 100% Service Fee credit will be applied (e.g. inaccurate data was printed due to an InfoSend data processing error). InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 36 File Upload i may. Client securely A uploads file to ; InfoSend / of�4 4 send 11p o1 •V°°1p 10 " f0 °'°1010 infosend File Receipt Confirmation 4 Processing InfoSend confirms receipt of file,checks database for incorrect dates and duplicates, processes file. CEOSample Files Posted Sample PDFs are generated and posted for review. If samples are rejected,file is halted and client is asked to upload corrected files If samples are approved. files are released. J APPROVE Print Production Client-specific job ticket,postal paperwork,and PDF statement outputs are printed in our production department. .)aropkihimt Quality Control Client files are checked at multiple stages throughout the production process, including a thorough review in our Quality Control ••partment. Once approved by QC. files are released to Mailing r.1tY ,•+ co ( Inserting Files are inserted into outgoing envelopes according to job ticket specifications. Other inserts and return envelopes are mechanically,, inserted using industrial inserter machines. • Mail Operations Mailpieces are processed through inserting and mailing equipment in presort order. Postage is applied to outgoing envelopes, and Mailpieces are prepared for delivery to USPS Delivery 'i� Mailpieces are delivered to the USPS. Job Tickets are scanned as completed,triggering a ••••••—.. NM% notification email. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 37 7. Additional Insertions From time to time, the City may have other inserts to be included with the weekly water bill statements. Inserts can be limited in size and characters but should be able to be formatted using a rich text editor that includes at a minimum the ability for bold and italicized text, different fonts, font sizing options and bulleted lists. InfoSend Direct Communication Service Highlights • Single Source Production: InfoSend produced one-time or recurring print runs for special outbound customer communications; avoid juggling vendors and excessive drop shipping costs by producing content with InfoSend. • High Quality Output Range: support for low cost black and white through full color communications on uncoated or glossy paper stock. Communication can be. o Buck Slips o Postcards o Letters o Flyers o Folded Brochures • Online Management & Excellent Customer Service: dedicated online web request tools and support personnel that provide quotes for any required services, from artwork design through fulfillment. • Selective Inserting: support for inserting materials within existing customer transactional document, with the capability to selectively insert for specific customers based on client criteria. • Inline and Electronic Inserting: support for printing marketing materials on the fly, "inline" with customer transactional billing document, as well as show with electronic images produced by InfoSend, for just-in-time manufacturing and reduced postage costs. • Envelope Messaging: ability to apply special messages that show through windows or directly on the envelope to ensure customer visibility. InfoSend Direct Communication Service InfoSend's Direct Communications Service allows clients to reach their customers with impactful messaging campaigns, leveraging InfoSend's expertise as document production and mailing specialists. With the same emphasis on excellent customer service as InfoSend's core services, InfoSend's Direct Communications (DC) Team provide a comprehensive source to design, develop and send information to your customers in just the right format. The DC Team helps clients avoid juggling vendors and excessive drop shipping costs by producing their content "in house"with InfoSend. With online tools to request and track production. InfoSend is able to produce an array of communication types, with a range low cost black and white through full color on glossy stock: • Buckslips • Postcards • Letters • Flyers • Folded Brochures • Envelope Graphics Communications produced by InfoSend leverage InfoSend's Customer Communications Management (CCM) platform to ensure the message is delivered to the right customers on-time and in the desired channels. Communications can be inserted with existing client mailings performed by InfoSend. or printed "inline" with the existing document as an additional page. The communication can also be inserted "selectively", allowing clients to target specific customers. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 38 All mailings and communications can include graphical messaging on the mailed envelope as well, allowing clients to communicate to customers even before the mail pieces is opened. Insert Management The Insert Management tool is designed for clients to control what additional materials will be included with the standard output. Clients may request InfoSend Produced Inserts as well as schedule drop-shipped inserts from within the tool. The tool also provides the history of all Insert requests for client reference. Here is a list of the last 50 insert requests made by your organizabor 'Shoe.AI'Insets Run Request Insert Jr NNtM Date Submitted insert Status Programs e On "'June 2012 EU Todoy 2012-05 25 w 2012-05-18 ,err i0 A99eov, INr Drop Newsletter 2012.06.25 16:04:21 end Acwe Shipped •^May 20121:neve 2012431-25 to 2012.04 30 inedr ie Apyoved INr Drop MI Dispateh 2012-05-24 07.27.32 and Ac0oo Shipp, ***May 2012 EU rsen 2022-200 31, 212206 tseanr.sd yo, INF Prr,d CSThe Insert Management tool pre-populates forms with the user's information: Insert Request 1:c7\ 1ho Pixel Request a used let scnedu'ng and twang meal reeuosls.InloSend Peewees not an Inorl Request be 00n,etad ler every mart.Pease tarnlar2e yourself wren au• . Inset Cudelnes DoWmenl eet0 6 PeOu8$tog your nails. _IiiiPlease take a moment le ensure tlsat Ue cronies**Int.m.alen below is eared. Deno Neld ea Oraeniubon Neme. Der,Conwany *tsar Name Joe 1300 Erneil: pear:,ant.eom T,tle/Deparkr.nt Fnance, Street Address. 123 Wart S1Peet City: Semple Gy Stale&Zip Code Ca Nome . 92807 Phone Number. 1800 ) 955 -9330 Jo*Roe-(830)0664330 Auer Ileum Caveat C Sarno es above This tool asks users to input an insert name as well as select the type of insert. InfoSend Produced Inserts will be printed at InfoSend's facility or a local offset printing partner, Drop Shipped inserts must be sent to InfoSend, and Online Billing inserts are electronically presented: -- Insert Request ire nun Reeueal ai uses*rpm sch,unrq ano qu0trrl9 men request.InfoSend requests Nat an losers Request be eonplex^. for every Insert Please hmeanze yourself a l 001 Mier. wldNMs Docurlenl before rpuealm0 your 6*410 «9egr Nee.. exert Name Quarler 2 UMW Iroen Ty9e'�So1O . Drop Ship9, onsrle Ulna(EBPP Oily) 1.aWIM Peeetu.d Pbetne o1 we ne.n ri ee bens-'ae al Mobil..ebb.. 2.Dry el.y.a v..e,y el Iv..e e.,M yea,..e.y.v.......MO,a 3.J.a1,aw r:be en 0.0 b 1n080 0 ear see la 3.0Nrr Sawa ls/0!0W)6wn.1i0 et....aim.br saw.ose es awee.c crane rein InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 39 For InfoSend Produced inserts, users are able to use the automated Insert Management tool to select insert printing specifications. This form also allows users to upload artwork files for review by InfoSend's team: Insert Name OueIv 2 Update Insert Type MbSend Pr cooed e Pepe• AM*(24 E) . i neert Sm. Sf a3.66' . D.1,41 Prinhns J Front Pnnl Color 4 C007 . Goes Print Color Blade Only . Folding Regrind Yes B Cueing Requred v O,splay with Online Billy^ s' To help ensure accuracy,please attach a Copy of Arawerk rd.,* the insert artwork. 02 lid=ale dal The tool allows users to designate the job types inserts should be included with, as well as specify the quantity and run dates. InfoSend also enables users to utilize selective inserting. Selective inserting is a dynamic technology that specifies which inserts will be included for certain account types: u.. VP. e.►awe..e...d aawavNCCO.,IONS MGM, w.n we• . 1At•I1 18M'l V e1411.vu0sMe) 1.....We 0..4N 11.3.00! an Mr. aYe.•0.1.ay..,M4..ODN.c.0.40 t r...du 0e202011 01^'0010'ni n I W-�rr«a...r1.:•y.' 1 e.0 ZotOU.BOO Se+fry i w. Clients can also designate insert billing options on the next screen. Once the insert request has been completed, users will receive an email confirmation detailing the request. Users must authorize the confirmation before an insert request is activated. InfoSPosse end Produced•bIPa Insert Request .,,,!- Posse DroVde D?ng MD'Tal On. 1 Ill f/ ee Mee Ned ss insert Name Oo..ret 2 Upd.N Ineart Type InaS.r.d Produced I tau.r.g ODSOn. Pease Creole Separate muses,Insmurnors Bob. Tnrd p0'ty&limp Contact In•ornyhdn BOO., InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 40 8. Warehousing The City desires the contractor to warehouse water bill statement stock and envelopes. As the current provider, InfoSend warehouses the City's bills and envelopes. InfoSend Warehousing and Inventory Management Highlights • Excess warehousing capacity in all locations, with 49,000 square feet of warehouse space in Anaheim alone. • Warehouses optimally placed within facilities to ensure efficient and smooth print and mail production flow. • Dedicated warehouse personnel on staff to manage inventory and enhance client support and notification. • Strictly controlled intake procedure ensures all drop shipped or internally produced materials match expected quality and counts before storage. • Inventory controls ensure that InfoSend staff manages client reorder points while monitoring inventory levels with daily, weekly and monthly counting cycles InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 141 9. E-billing The contractor shall provide e-Billing opt-in and opt-out self-service functionality. E-bills shall include an exact PDF of the water bill attached to an email sent to the citizen. Email eBilling Highlights • Email-only service that sends eBills to customers via email (no portal to view prior eBills). • Complements an existing online payment system by providing eBills electronically. • Works with client data file flag or supplemental file with customer email addresses. • Styled HTML email template featuring client branding. including banner image. • Bill particulars such as Account Number. Due Date and Amount Due are contained in the email body. as well as link to payment portal. • Includes a PDF of the document attached to an email. Email Tracking InfoSend's Email Billing service delivers PDF documents right to the user's inbox, along with HTML information about the bill and links to pay. InfoSend provides tracking of the eBills through a Return Email Report, as well as a CSR Admin web interface. The Return Email Report is the primary method for InfoSend clients to monitor the successful delivery of emails. Generated on a daily basis, the report will list all email addresses which responded with an error during the delivery window. This report can be used for disabling paperless flags in the billing system. A B C D E _ F C .- 1 Account Number Email Address From'Type Email Sent Emai'Fa ied Status Code Status Description Response Message 7 500000-01 customer@emac.com Statement Email Oct 18,201605:55am Oct 20,201606:00am 5.4.7 Delivery timed out. N/A 3 100000-06 cuslomer@emaLcom Statement Email Oct 18,2016 05:55am Oct 20,201606:00am 5.4.7 Delivery timed out. N/A 4 300000-44 customer'emal.com Statement Email Oct 18,201605:55am Oct 20,201606:00am 5.4.7 Delivery timed out. N/A 5 830300-32 customer@emakcom Past.Due Statement(mat Oct 18,201605:55am Oct 20,201606:00am 5.4.7 Delivery timed out. N/A 6 9E0000.81 customer@email.com Past-Due Statement Email Oct 18,2016 05:55am Oct 20,2016 06:00am 5.4.7 Delivery timed out. N/A InfoSend also provides a CSR Admin interface for account lookups. This includes the ability to see details on the delivery status of the email, as well as a replica of the email which was sent. The CSR Admin user may also resend the document to the customer from this screen. Archived Document. Document Delivered To I�A�O.ouM Number D0ealh MN 0tl Type Delivery Destination Last Sloan Demp 'fi10 -02 segment phi•n Weeand cam Submitted 09/221201601:12990m(PST) Document Doha Tracking Delivery Destination Dg Statue Code Statue Dewdp oe pin nnaenloeend com 09122y21)1601:12.00pn(PST) I S:,bm.lxo (9rotn Account [FLO Document Hatay'..Row eOoarnellI Ile D04JTW_ Archived Downwm vow:POP 9wwnert I.Open Ewa In Now wnisow3 infosend Dear Ineo$.nd Oman Bully Curiae..., A new NI lo•account 50000/02 n now avetebte for you 10 view and pry on tee and is Inducted pan attedrwn BIN Dab. 00J22901$ Total Amount:$17 00 Due Date: 1013t 2016 To sane your account,and make a payrtent.pe43e Iopn 10 On ne PIPay M000aQ.Monoger woo wlhb email Xdy fn.providing special notion to a1Mws.InfoSord been Can',setup Ow own amyl rneesseinp n the new lI nolrcatbm.and prwd.fore106h$aunt p bold and aa.a in hair rnee.a5e. Thank you for using Odin•8'•'Pey. hfoSe o .... ,, ,-.....:..sertc0rvr ri, - ..... InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 142 The City's self-service web portal will be the location from which residents manage their e-billing status. Therefore, the selected vendor should integrate via to the portal to allow for e-billing enrollment and de- enrollment. This can be accomplished via iframe, API or another option suggested by the contractor. The contractor shall also provide a browser-based management console where city administrators can view or edit emails and be able to activate or de-activate e-billing for citizens. The option to allow residents to enroll in e-billing and still receive a paper copy of the bill is preferred. InfoSend is currently integrated with the City of Elgin for sending eBills to the City's customers. See response to item above. Please detail your company's experience with emailing water bill statements, integrating with web portals via API or iframe (preferred) for the purposes of e-billing. Integration costs will be the responsibility of the contractor. InfoSend provides eBill notifications along with PDF attachment of the bills for many clients, including the City of Elgin currently. The scope of the email eBilling solution is detailed below: Basic Email Billing Scope: • Client will transmit billing data with email address values if sending raw data o If PDF files for input data, client will embed tags with email addresses 0 Alternatively, client may send a companion file with accounts and email addresses for processing against the billing file • InfoSend will suppress eBill accounts from printing during processing • InfoSend will document eBill suppressions in the process summary file • InfoSend will email eBills upon batch completion • InfoSend will create a styled HTML email template featuring client branding. including banner image. • InfoSend will provide bill particulars such as Account Number, Due Date, and Amount due are contained in the email body, as well as link to payment portal. • InfoSend will include a PDF of the document attached to an email, if applicable. • InfoSend will provide back-end reporting and a Customer Service Portal for administration Features: Security: eBilling services using an advanced platform (three-tier) architecture that maximizes security. encrypting all data transmission using SSL technology. and protecting customer data securely behind a robust firewall. PDF Bill Delivery: The system will email PDF replicas of the printed bill to the customers email address. Bills shall contain identical information and have identical appearance to the paper statements customers would otherwise receive. Email Notices: Additionally. InfoSend shall provide system generated emails for certain events. including new bill notifications. customer service replies and email address or preference modifications. Link to Payments: The eBilling service must recognize that the Client contracts with third party portals or is supported by the Client developed portal and will link the customer to the portal. Customer Service Admin Portal: InfoSend shall provide Client's customer service representatives with a portal for managing the application. This portal includes the ability to enroll customers in eBilling services, resend bills, update email addresses and otherwise manage eBilling settings at a customer's request. Client's customer service representatives shall also be provided access to securely view archived eBills. Customer Service Tracking: InfoSend shall provide a two-way secure communication tool as part of the application, whereby residents can submit requests securely via the user portal to the Client's customer service representative portal. Customer service representatives shall have the ability to respond and "close"the request when resolved. Communications are to be permanently archived. InfoSend,Inc. I www.infosend.com Response to REP for City of Elgin IL 43 Reporting: Provide a listing of all currently active email addresses and all associated demographic data, at least monthly, or upon request of the Client. Any information obtained by InfoSend through the use of the eBilling system shall be used only for the purpose of the Client's eBilling. InfoSend shall not use the information for any other purpose, including, but not limited to, solicitation. InfoSend shall not sell, or otherwise release, any information obtained or used by the eBilling system to any party without the express written consent of Client's authorized personnel All information obtained by InfoSend or used by the eBilling service shall be maintained under strict security to prevent any unauthorized release of the information. Furthermore. InfoSend shall develop and maintain the eBilling system, and implement all security measures necessary, to prevent any party from accessing the Client's and customer's information. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 1 44 10. Contingency Plan Please detail your company's contingency plan if the primary printing facility and/or equipment are out of service. InfoSend Business Continuity: Risk Mitigation and Disaster Recovery Highlights InfoSend approaches the risk of technology failure or operational interruption via the following methodologies: • Operations run under capacity for Data Center, Equipment and Labor Force potential • Specific pandemic protocols to prevent labor shortages and protect employees • Operational and Procedural Documentation • Redundant Communication Lines • Server Virtualization Used • Multiple Forms of Data Redundancy: RAID, SAN, VPN Data Sync and Off-Site Hard Drive Backup • Automated Alerts and 24/7 Employee Coverage • Disaster Recovery Plan and Preparedness InfoSend Business Continuity: Risk Mitigation and Disaster Recovery InfoSend understands the importance of business continuity. InfoSend's organization and systems are designed to ensure risk mitigation and resilient disaster response in the event of unforeseen events. InfoSend uses its multiple, geographically distinct facilities to ensure regional events do not affect InfoSend operations. Hundreds of clients depend on our platforms and staff to provide business-critical services. Our excellent client retention track record speaks to our system reliability and high-quality processing. While InfoSend has never had to implement a disaster recovery plan in a live environment, a great importance is placed on maintaining and testing a successful disaster recovery strategy. InfoSend's knowledge of a strong disaster recovery strategy comes from testing, consultation with IT experts, and from years of research. InfoSend's approaches business continuity through: A. Risk Mitigation B. Disaster Recovery Plan A. Risk Mitigation InfoSend has designed the organization and systems to mitigate various risks that could impact or completely disable national or regional operations. By building resiliency at the local level, InfoSend ensures highly available and secure operations at each facility and system-wide. Risk is mitigated through: • Organizational Design • Data Center Design • Data Backup Design • Network Security • Labor Management • Client Material Redundancy • Equipment Mirroring • Facility Mirroring InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 45 Organizational Design 1. Operations Run Under Capacity: this ensures that each local facility can endure well above normal interruptions in labor force or fulfillment equipment availability. Employees in critical roles are cross- trained to provide coverage of any specialized work. 2. Operational and Procedural Documentation: all systems and practices are documented both for internal training and reference, as well as to meet outside audit requirements in order to maintain compliances such as PCI-DSS Level 1 and HIPAA. 3. Redundant Communication Lines: InfoSend's headquarters utilize both wired and wireless lines, with seamless failover should an Internet provider have an outage. 4. Server Virtualization Used: InfoSend fully leverages server virtualization technology, ensuring any critical processes can be hardware agnostic and quickly cut over to other available hardware resources in the event of a failure. 5. Multiple Forms of Data Redundancy: RAID, SAN, VPN Data Sync and Off-Site Hard Drive Backup. InfoSend utilizes a combination of these methods to ensure real-time accuracy, redundancy and disaster- proof availability of data. 6. Automated System Alerts and 24/7 Employee Coverage: InfoSend ensures that all systems are automatically monitored and reported on, with failures triggering emails and text messages to employee phones. Multiple employees are cross-trained in systems engineering and administration for around the clock coverage across all facilities. 7. Disaster Recovery Plan and Preparedness: in the event of severe labor interruptions or physical premises becoming incapable of production due to external causes, InfoSend will utilize its Disaster Recovery site to continue operations. Data Center Design • Redundant data centers; system architecture uses industry-standard security practices and a multi-layered security approach • Redundancy for all critical servers, switches, etc. Virtualization used to provide automatic backup and restoration of live operating systems • Highly scalable: system scales horizontally so that additional processing power can be added quickly. Load balancing for high availability • Multiple methods of secure data transmission with firewall failover are available to ensure that client data reaches InfoSend securely. quickly. and in whole • Each InfoSend facility has high speed Internet connections with a minimum of 10mb of bandwidth. Both the primary data center facility (corporate H.Q.) and DR data center use a fiber optic Internet connection from AT&T with a minimum of 100mb of bandwidth. The primary data center also has a backup wireless Internet connection from a different provider. • UPS systems for battery backup and 600KW backup generator to power data center automatically in the event of grid failure • Large secure storage array; all network storage uses RAID and SAN technology • Backup copies of all data files are made before processing; data is backed up to external hard drives. stored in a fireproof safe. and picked up by an enterprise media vaulting service provider • System and facility capacity and responsiveness are constantly monitored with Icinga protocol: alerts sent to internal systems administration staff when potential issues arise • The system is scaled to prepare for upcoming volume increases. • InfoSend's security and compliance procedures ensure infrastructure is constantly improved and evolved Data Backup Design InfoSend utilizes a secure VPN to ensure the primary data center is continually syncing data to the disaster recovery site. Server virtualization technology is also leveraged to ensure applications are hardware agnostic InfoSend,Inc. I www.infosend.conm Response to RFP for City of Elgin IL 46 and can be configured and run at any of the InfoSend sites with little to no cutover time. All data is committed to encrypted media backup and routinely taken offsite to a secure location. Four separate backup methods are in place to protect data and assure systems are fully restored after a disaster of any type: 1. All servers are duplicated at the Disaster Recovery Facility. Data is automatically synced between the main facility and the Disaster Recovery Facility over a secure VPN. 2. Server data is backed up to secure encrypted media that are both stored in fireproof safes and taken off- site routinely. 3. The RAID system is used on all servers to ensure that data remains available in the event of a hard disk failure. 4. Network SAN systems are used that expand upon RAID by duplicating the entire network storage system to a redundant node with its own RAID. Network Security • HTTPS encryption on all web server connections, server authentication • Client authentication for TCP/IP connections • Firewalls blocking all traffic unless expressly permitted. no direct connections to the LAN • Only authenticated users of InfoSend's intranet can access the LAN locally or remotely (via the VPN), two-factor authentication required for VPN access • System attack attempts are monitored and directly reported to system administrators • Limited access points due to tiered permission levels for InfoSend's CRM system,client data access points, storage drives, and networks. Each access point is guarded by separate firewalls, • Separation of firewalls and networks in order to isolate production network. Enterprise-class firewalls are used to safeguard data, using a combination of the layer-3, layer-4, and layer-7 security technologies. • Perimeter network security data/protection. HTTP, FTP, and SFTP networks located within networks behind secured servers • HTTP. FTP, and SFTP set application protocols and application filtering • Continuous monitoring of web applications by InfoSend's system administrators. with automated notifications. enable in the case of threat detection or web vulnerability • Static and dynamic packet filtering • Scheduled testing of InfoSend's systems • Meets rigorous audit requirements • Notifications from McAfee. CERN, etc. • Data transmission through HTTPS web uploads or FTP/SFTP with PGP encryption • VPN system hardening • External third-party security monitoring alerts InfoSend if there is a potential security risk Labor Management InfoSend's employees are cross-trained and can manage tasks that span the entire production process. InfoSend employs more production staff than is required to handle spikes in volume and/or employees being unavailable for any reason. At InfoSend's current size and capacity, operations can run normally with the absence of key personnel with no effect on production. During periods of pandemic-related labor shortages and/or outbreaks, InfoSend has deployed the following strategies: • Require face coverings in all common areas InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin II 47 • Distance production staff and equipment by at least 6 feet, following social distancing protocols • Enable remote working arrangements for workers who can perform their duties remotely by providing necessary equipment and secure remote access as needed • Facility mirroring at InfoSend's 5 nationwide locations allows InfoSend to load balance client production across facilities should a localized shut-down result in sudden impacts Client Materials Redundancy • InfoSend's standard envelopes are stored at each facility. • InfoSend manufactures its own envelopes as well as purchases from suppliers to ensure ample inventory. • InfoSend's standard forms (including the blank white form with a perforation) are stored at each facility. • All paper materials required for mail piece production are sourced from American paper mills to avoid global supply chain disruption. • The custom pre-printed form elements (e.g. logo, statement backer) can also be printed on white paper if a client's custom forms are not available. Equipment Mirroring • Intelligent mail inserters (with mail piece integrity)are actively in use at all facilities. • Each facility uses multiple printing and inserting production lines, each that operate independently of the others in the case of equipment maintenance or downtime. • InfoSend's Job Tracking application logs where each batch is produced and can redirect individual jobs to other facilities on the fly if needed. Facility Mirroring • InfoSend owns and operates facilities in 5 different states: California, Texas. Illinois, Florida and Massachusetts (affiliate). By not relying on third party contracts for DR capacity InfoSend has true Disaster Recovery. • Large clients can opt to have their jobs split from two facilities on a normal day to day basis. This ensures that DR capabilities are continually tested. • All facilities utilize inkjet printing onto white paper and stock standard envelopes (see above sections). B. Disaster Recovery Should one of InfoSends facilities operations become partially or fully disabled, then the InfoSend Disaster Recovery (DR) Plan is enacted. The DR Plan requires the following steps be followed: 1. Detection: the InfoSend Emergency Management Team (EMT) is notified and assembled to evaluate the degraded operations. 2. Assessment: an Assessment Checklist is completed to assess and assign a DR Response Level. 3. Response/ Facility Failover Checklist: upon completion of the assessment, InfoSend immediately begins the DR Response Checklist according to the Disaster Level. 4. Notification: notifications are provided both internally to staff and externally to clients according to the Response Level, including details on service impacts and timelines for resolution. 5. Recovery: InfoSend ensures the completion of the DR Checklist and measures to ensure normal operations have resumed. 6. Facility Restoration: repairs begin immediately upon resumption of normal operations, and eventual service restoration to the regional facility is planned. DR Response Levels InfoSend maintains 3 levels of disaster response. Level 1: no critical damage to the facility to prevent operations, same day recovery expected. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 48 Level 2: some damage to the facility, full failover not required. Some operations re-routed, full operations expected within 5 days. Level 3: facility is inoperable, full failover enacted. If the primary facility should become disabled, then data processing and system hosting will be moved to the disaster recovery facility. If facility fail-over is enacted, available labor resources will travel to the other facilities to help with the disaster recovery efforts. Should there ever be a case where one of InfoSend's facilities is impacted by a major disaster, the company has a travel and lodging contingency plan for necessary employees to travel to a facility providing disaster recovery support. If facility fail-over is enacted, then restoration of the affected facility will begin as soon as possible. Testing and Documentation InfoSend's disaster recovery procedures are continuously improved. Documentation is regularly updated as necessitated by new requirements or changes to internal procedure or systems engineering. InfoSend tests the DR Plan annually with executive management review and approval. InfoSend,Inc. 1 www.infosend.com Response to RFP for City of Elgin IL 149 PROPOSED COSTS Client Volume Assumptions to Customers Contacted or Billed Monthly -There are approximately 33,000 total water customers in the City which are billed on a monthly basis -Between 8,000 and 13,000 water customers are invoiced each bill date Number of Batches Monthly -Printing of water bills occur on the 1st,10th and 20th of the month InfoSend Data Processing, Print and Mail Pricing Document Production Summary Utility Billing Statement $0.11 per document Package includes: one printed page up to 2/2 ink, InfoSend outgoing #10 envelope, InfoSend #9 return envelope Shut Off Notices $0.11 per document Package includes: one printed page up to 2/2 ink, InfoSend outgoing #10 envelope, InfoSend #9 return envelope Finished mail pieces are delivered to the USPS within one (1) business day. If electronic PDF samples (proofs) are requested then the mailing will be completed within one day of sample approval. File upload deadline for next-day mailing is 3:00PM local time at the production facility designated for your account. If samples are required then they must be approved by 5:30PM local time for the file to be mailed by the next business day. The below provides the components of the summary price given above. All pricing is based on "Client Volume Assumptions" listed below and excludes applicable sales tax. Data Processing Setup Fee-Express PDF Input Files $0.00—Existing Client Setup Fee—Data Only Input Files $0.00—Existing Client Document Re-Design Fee $175.00 per hour Data Processing Fee(per document) $0.00—Included Printing and Mailing Service Utility Bill or Shut Off Notice Printing&Mailing Fee per Page with up to 2/2 Ink $0.0532 USPS Postage Pass-through A postage deposit will be required prior to starting service. Print Color Options(colors per side)* $0.0532 for 2/0,2/1 or 2/2 printing $0.0653 for 4/0 or 4/1 printing $0.0743 for 4/4 printing Batch Fee(per mailing batch under 200 mail pieces) $5.00 Excess Pages Handwork Surcharge(per mail piece) $0.35 Address Updates—per"hit"(address that gets updated) $0.30 NCOA $0.30 ACS InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 50 Standard 8.5"x 11"SFI Paper Stock(per sheet) $0.015 Standard Double Window Outgoing#10 Envelope $0.022 Standard Single Window Return#9 Envelope $0.0198 Outgoing Flat Envelope—used for mail pieces with excess pages $0.185 Custom Single Window Outgoing#10 Envelope Quoted upon Request InfoSend Produced Quoted based on specification Envelope Messaging(Snipes) Quoted based on specification Electronic Inserts $0.01 Inserting Fee $0.01 per insert Email Ebilling Service Per Email Fee $0.10 Per email sent. Includes creation of email bills and bill summaries based off of flagged accounts in the data provided by Client. 1500 minimum Monthly Support Fee $100 Per month fee to support the Email eBilling Service. Email eBilling Service Initial Set-up Cost $395-one time set up fee* Please note:Clients must sign off on requirements documents(Statement of Work,project *Waived for existing client plan,etc.)before programming and system configuration can begin. Quoted implementation timeline begins upon approval of the SOW.Client can be charged additional fees and/or have the project go-live date delayed if requirements are changed after they have been finalized and signed off. Optional Document Services Print Image Archiving(Per Document Image),with included USPS mail tracking $0.005—for 3 Months of Retention $0.01 -For 12 Months of Retention $0.017-For 18 Months of Retention $0.022-For 24 Months of Retention $0.027-For 36 Months of Retention Print Image Archive API Monthly Support Fee $200.00 Final Doc Transfer(FDT) $0.009 per image InfoSend Batch File $0.015 per image Custom File Format Professional Services Rate(per hour) $175.00 Retumed Mail Handling $0.35 per reported returned mail piece Remit Tracking $100 monthly support fee InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 151 Fee Explanations Data Processing • Setup Fee-Express PDF Input:requires a final composed PDF is uploaded to InfoSend for processing.Clients maintain control of document look and feel,but InfoSend designs a program to parse the necessary data from the PDF. • Setup Fee-Data Only Input: requires the client provide a flat data extract,InfoSend creates,hosts and maintains an application to generate documents.Existing document design is copied. • Document Re-Design Fee: using the"Data Only Input"method,InfoSend's Client Services Team assists in redesigning the format of printed documents to improve communications or to take advantage of new printing capabilities. • Data Processing Fee:per document image that is processed by the InfoSend system for output. Printing and Mailing Service • Print Fee:price includes baseline number of colors printed on the front and back of the document.All variable and static images are dynamically imaged onto white form with a perforation. • Postage: clients are invoiced for the exact postage used. Leveraging InfoSend's USPS compliance and expertise, clients are provided the lowest possible USPS automated rates when client batches qualify. • Optional Color Upgrades:Different options are available at different prices.Numbers fewer than 4 equal individual colors,4 equals full color. The number 1 means black or grey. All sheets are billed at the same rate; the price for the sheet with the highest number of colors is the applicable fee.4 equals CM K(fu I color). • Batch Fee:assessed to cover InfoSend costs when batches transferred to InfoSend fall below threshold. • Inline Insert Print Fee:price for inserts printed on demand as additional pages.Allows for more dynamic customer messaging without the extra pre-production lead time and overhead. • Excess Pages Handwork Surcharge:surcharge is assessed per mail piece(not per page).This surcharge only applies to multiple page bills that have too many pages to be inserted into a#10 envelope by machine.This surcharge covers the necessary manual labor required to process these mail pieces. • Address Updates—NCOALink or ACS:per reported update.InfoSend electronically reports the addresses it received in your data that need to be updated because the customer filed a Change of Address Report with the USPS.Cost is per update. Materials • Paper Stock:white paper stock with or without perforation.Paper is 8.5x11"and 241b.Price includes all inventory costs.A larger 8.5x14"format is available at a higher material cost and higher printing cost. • Outgoing#10 Envelope:#10 InfoSend Standard Double Window Outgoing Envelope. Includes security tint printed on the inside of the paper stock and clear film that prevent the contents of the envelope from being viewed.Sourced with sustainably logged paper(SFI). • Return#9 Envelope:#9 InfoSend Standard Single Window Return Envelope. Includes the same security tint and SFI paper as the#10. • Outgoing Flat Envelope:single window envelope,only used for multiple page statements that do not fit in the#10 envelope. Insert Services • InfoSend Produced Inserts:utilizing InfoSend printing and/or design services,inserts can be produced by InfoSend.Price quoted on request. • Envelope Messaging(Snipes):custom messages and images can be printed onto the standard InfoSend#10 double window envelope as a more cost-effective alternative to pre-manufactured custom envelopes. The price depends on the artwork—number of colors and whether it prints on one or both sides of the envelope,as well as order quantity.Price is quoted upon request. • Electronic Inserts: fee per digital image of a physically produced insert included in the PDF copy of a document. Ensures that client representatives and client customers can get the same information in the electronic bill as would go out physically. • Inserting Fee:client provided or InfoSend produced inserts to be included with InfoSend produced mail.Additional fee applies if insert arrives at InfoSend but requires folding prior to insertion.Setup fees may apply for programming selective inserting.InfoSend-printed inserts are quoted upon request. Optional Document Services • Enhanced Print Quality:the baseline print image quality for transactional documents such as statements and invoices is 600 x 600 DPI.Work produced from InfoSend's Anaheim facility can be printed at an enhanced image quality at an additional cost. This option uses high definition pigment ink&variable drop sizes to achieve a perceived 1200 x 1200 DPI image quality. • Print Image Archiving:fee per document to process,index,and store a document as a PDF for a set number of months. PDFs are securely accessed using an InfoSend website application,and includes LISPS mail tracking for all outbound First Class mailed documents.Setup fees may apply depending on configuration needs. • Print Image Archive API Monthly Support Fee:a flat monthly support fee to provide API access to documents in the InfoSend Print Image Archive. InfoSend will work with the designated third parties that a Client chooses, and provide support and open access to API calls on a monthly basis. • Final Doc Transfer FTP:each completed InfoSend batch is indexed and transferred to you via FTP or SFTP to store on your own network. InfoSend's standard Batch File format is one PDF per batch with an XML companion file providing meta data and page numbers. If the client requires a custom scheme,including individual PDFs per each image in a batch,the Custom fee applies. Note:setup fees may also apply for some custom setups. • Professional Services Fee: per hour and performed only upon request for customizations made to processing program or document format after go-live.Work is only started after receiving client approval of a formal quote. • Returned Mail Handling: InfoSend will provide electronic reporting of mail that is returned by USPS.saving clients the hassle of receiving and opening returned mail to update records.All records which are not delivered will be securely destroyed and recycled after reporting. • Remit Tracking:for clients utilizing the Print Image Archiving service,InfoSend can also track inbound mail from customers utilizing an included remittance stub in the outbound mail.With Remit Tracking clients will be able to see when a customer responded to the original mail piece,as well as get a daily report of inbound mail with an estimated value of payment remittances based on the outbound mail. InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 152 Supplier Information Company Name: InfoSend, Inc. Contact Name: Marty Bielecki - Sales Executive Address: 4240 E. La Palma Ave.. Anaheim CA 92807 Phone: 800.955.9330 Fax: 714.993.1306 Email: sales@infosend.com Supplier Notes By submitting your response, you certify that you are authorized to represent and bind your company. F,, s k e (� � Print Name Signatur Page 7 of 7 pages Deadline 9/29/2023 11 00 AM(CT) RFP 23-057 Water Bill Printing and Maihnr InfoSend,Inc. I www.infosend.com Response to RFP for City of Elgin IL 53 PROPOSED COSTS FOR PRINTING & MAILING SERVICES FOR WATER BILL STATEMENTS 1. Printing Services - $ $53.20 Per Thousand 2. Scanning Services - $ $0.005 per PDF document Per CD 3. Insertion & Mailing Services - $ Included Per Thousand 4. Warehousing Services (if applicable)$ Included Per Thousand STOCK (200,000) 5. Statement Stock $ $15.00 Per Thousand 6. Mailing Envelope $ $22.00 Per Thousand 7. Return Mailing Envelope $ $19.80 Per Thousand PER ITEM COST (Based upon above information) 8. Cost (ready to mail) $ $0.1 1 Per Item 9. Anticipated Mailing Cost $ $0.495 Per Item 10. Emailing Cost (if provided) $ $0.10 Per Item II. Additional Insertions 1 additional insertion $ $0.01 Per Item 2 additional insertions $ $0.01 Per Additional Item PROGRAMMING COST 12. Cost to make changes to bill layout $ $175.00 Per hour OR 13. Cost to make changes to bill layout $ see above Per change 14. List any other miscellaneous service or handling fees below. Optional NCOA address updates billed at $0.30 "per hit" or updated address Excess page handwork surcharge per mail piece $0.35 plus outgoing flat envelope $0.185 Proposer Name: InfoSend. Inc. 6 PROPOSED COSTS FOR PRINTING & MAILING SERVICES FOR SHUT OFF WATER NOTICES The City of Elgin also produces shut off water notices on the 1st, 10'h and 20th of the month. Approximately 1,000 notices are mailed each billing date. The notices are printed on 81/2"x 11" paper and have a return envelope mailed with each notice.The notice will have a perforation placed 3"from the bottom of the form and run the full width of the form. Samples of the form are attached. Shut off water statement will consist of 2 colors, red and black. Envelope stock will have the same specifications as the water bill statement. 1. Printing Services- $ $53.20 Per Thousand 2. Insertion& Mailing Services- $ Included Per Thousand 3. Warehousing Services(if applicable)$ Included Per Thousand STOCK 4. Notice Stock $ $15.00 Per Thousand 5. Mailing Envelope $ $22.00 Per Thousand 6. Return Mailing Envelope $ $19.80 Per Thousand PER ITEM COST(Based upon above information) 7. Cost(ready to mail) $ $0.1 1 Per Item 8. Anticipated Mailing Cost $ $0.495 Per Item 9. Emailing Cost(if provided) $ $0.10 Per Item 10. List any other miscellaneous service or handling fees below. Optional NCOA address updates billed at$0.30 "per hit" or updated address Excess page handwork surcharge per mail piece$0.35 plus outgoing flat envelope$0.185 Proposer Name: InfoSend, Inc. 7 Mayor David 1. Kaptain • h City Council Corey D. Dixon E LG I N Dustin R. Good Rosamaria Martinez THE CITY IN THE SUBURBS Anthony Ortiz Tish S. Powell Carol Rauschenberger F.John Steffen Steven F.Thoren City Manager Richard G. Kozal TO: Interested Bidders FROM: City of Elgin RE: Addendum # 2 to RFP 23-057 Water Bill Printing and Mailing DATE: September 25, 2023 The following amends the above referenced Bid. 1. What is the reason for going out to bid at this time? The contract is expiring. 2. On pages 6 and 7 of the RFP I have a list of things to quote which differ from the 22 items that are listed on lonwave—which of these price sheets are we expected to use? The price sheets are identical: 3. Does the City require inserts to be quoted as part of this response and if so may we obtain samples or specifications?No, we will ask for a quote when an insert is needed 4. Please confirm that the City would be open to changing the envelope types if it were to provide a cost savings (as well as allow for same day disaster recovery since standard envelopes are pre-staged at all 5 of our production locations). Yes, we would be open to changing the envelope types. 5. What time of day are files sent in to the vendor?As soon as possible in the morning. 6. Does the City require or prefer for the selected vendor to have the capability to imprint marketing messages onto the face of the envelope?No 7. Does the City require groupings or householding of bills longer than 7 pages which would required a 9x12 envelope and special handling? If so, please advised as to the number of monthly account which would need this service. Yes,around 50 per month. 8. Given the inflationary nature of the economy in recent years, would the City be open to a CPI review after the initial 2-year contract term? We would honor it at this point. 9. Please confirm that the City will only need 90-days of PDF archiving. Yes,only 90 days. 10. 1 don't see any reference to how many copies of the RFP responses you want. Do you v.ant multiple copies of the proposals? If so, how many? We are totally electronic. You must upload all of your documents to the website. Call Purchasing at(847) 931-5604 if you have any problems. Please disregard page 1,paragraph 4 that states to mail in a sealed envelope. END OF ADDENDUM#2 150 Dexter Court, Elgin, IL 60120 847-931-6001 www.cityofelgin.org