Standard Printing Co. - FY24
Extracted text (via pymupdf)
145935 characters
Utility Bills
0.14
$
Shut Off Notice
0.15
$
Number of households
10,600
Estimated Monthly cost Utility bills
1,515.80
$
Estimated Monthly cost Shut off notices
1,600.60
$
37,396.80
$
Standard Printing FY24- Contract Service
Estimated annual cost for both
Pricing Schedule
Date:
6/13/23
To:
Fenis Rodriguez
From:
Rachel Bridge
Subject:
Utility Bills & Shut Off Notices
Item
Cost
Description
Item
Cost
Description
Paper
0.030
$
Preprinted Utility Bill stock (6 month qty)
Paper
0.038
$
Preprinted Shut Off stock (6 month qty)
#10 Envelope
0.025
$
Standard #10 double-window envelope
#10 Envelope
0.025
$
Standard #10 double-window envelope
#9 Envelope
0.023
$
Standard #9 single-window envelope
#9 Envelope
0.023
$
Standard #9 single-window envelope
Pre-Processing
0.005
$
Conversion to IO database
Pre-Processing
0.005
$
Conversion to IO database
First Page Service
0.060
$
Formatting data, postal sorting, postal
reports, laser image first page (simplex),
fold, insert, seal, meter, tray and deliver
to USPS
First Page Service
0.060
$
Formatting data, postal sorting, postal
reports, laser image first page (simplex),
fold, insert, seal, meter, tray and deliver
to USPS
Total Per Envelope
0.143
$
Total Per Envelope
0.151
$
Materials
Cost per piece
Standard blank stock, white 20# bond with no perforation
0.010
$
9" x 12" stock double-window envelope (7 - 54 page documents)
0.180
$
10" x 13" stock envelope (55 - 219 page documents)
0.200
$
Archival
.PDF archival - per image
0.020
$
Handling
Additional page - image, simplex, fold & insert
0.060
$
Static inserts - insertion fee
0.005
$
Selective inserts & business reply envelopes - insertion fee ($25 minimum per insert type)
0.015
$
"Pulled documents" - not mailed to customer
0.050
$
Manual Mail Prep Charges
Manual mail prep per envelope charge: 7-54 pages
0.250
$
Manual mail prep per envelope charge: 55 + pages
0.750
$
Programming
Per Hour Charge:
100.000
$
A programming estimate will be provided after test data has been reviewed.
Cost Summary
Job Summary
Information Outsource will simplex print City of El Mirage's Utility Bills on preprinted forms with a perforated remittance coupon. Documents will be inserted into double-
window #10 outbound envelopes with a "Return Service Requested" endorsement, along with a single-window #9 envelope. All envelopes will be presorted, metered
and delivered to the USPS.
A Minimum processing fee of $75.00 will be added to your invoice if the Service Cost and additional costs fall below $75.00. (Cost variance will be applied)
Utility Bills
Shut Off Notice
Additional Services
Actual postage will be applied at the USPS presort rates, which currently range from $.426 - .580
Addendum A
Pursuant to the purchase agreement dated July 1, 2021 between the City of El Mirage, Arizona,
a municipal corporation, hereinafter designated as "El Mirage" and Standard Printing
Company DBA Information Outsource, an Arizona corporation hereinafter designated as the
"Contractor, El Mirage would like to exercise the option to renew for an additional two (2) year
term, extending the current agreement to October 22, 2023. This leaves one additional two (2)
year term available for renewal.
An updated pricing schedule has been provided for this renewal term, as well as the executed
Amendment from the City of Surprise, indicating the extension of their initial contract term.
Per the original agreement:
RECITALS
A. Contractor has contracted with the City of Surprise to provide the provide the processing,
printing and mailing of utility bills to Contract No. COS16-012 (the Cooperative
Purchasing Contract); and
B. The City of El Mirage is permitted to purchase the services under the Surprise Contract
without further public bidding.
C. The City of El Mirage desires to contract with the Vender for the Services under the
Surprise Contract.
Agreement
1. Contract Term and Renewal. The term of this Contract shall commence upon approval
and continue through October 23, 2021, with an option of the El Mirage to renew for two
(2) additional two (2) year terms. If this Contract is renewed, the Contract fee shall be
adjusted as provided for in the Cooperative Purchasing Contract.
2. Scope of Work. Vender shall provide the services under the terms and conditions of the
Surprise Contract.
3. Compensation. The City of El Mirage shall pay the Vender for services as set forth on the
pricing schedule.
City:
Vender:
City of El Mirage
Standard Printing Company, Inc., d/b/a
Infonnytion ?utsourğ J_ .
By: Q
'
By: .( kfbe-,
.
TitleUS+o; C'YV(e,e, (/'Title: &;
Date: Jf-25-22_
Date:
(j_Ġ--,2/J ;/ 5· d- 0 ;;;_ ;;i-
i
Pricing Schedule
Date:
To:
From:
Subject:
!foJ:,lS tnmai,
4/19/22
Julie Delacruz, City of El Mirage
Stacey Hanlon
Utility Bills & Shut Off Notices
)t)
Information Outsource will simplex print City of El Mirage's Utility Bills on preprinted forms with a perforated remittance coupon. Documents will be inserted into
double-window #10 outbound envelopes with a "Return Service Requested" endorsement, along with a single-window #9 envelope. All envelopes will be presorted,
metered and delivered to the USPS.
'.f.cgf:$hijk:t;ilcmif:lm.,'l'*l.rnop.f,i';\;q1:JtiJifflBillr'i!P'si\'ftu#tvirl<,'tw:!x;;1ty}iuzl{|";}£'~I1Jf"iJ:1@';-\fir1,
iSb:uttQffNoli.c!!i?f;tfr::0Wfl'1;;;:r.Q?i;"ii.·::1;t;•;.£:,,c;
Item
Cost
Description
Item
Cost
Paper $
0.030 Preprinted Utility Bill stock (6 month qty)
Paper $
0.038
#10 Envelope $
0.022 Standard #10 double-window envelope
#10 Envelope $
0.022
#9 Envelope $
0.020 Standard #9 single-window envelope
#9 Envelope $
0.020
Pre-Processinq $
0.005 Conversion to JO database
Pre-Processino $
0.005
••;, ucna, ,--•-• -• IIIY, pv•:na,
reports, laser image first page (simplex},
fold, insert, seal, meter, tray and deliver
First Page Service! $
0.060 to USPS
First Page Service $
0.060
Total Per Envelope! $
0.137
Total Per Envelope $
0.145
Actual postage will be applied at the USPS presort rates, which currently range from $.426 - .580
Materials
Standard blank stock, white 20# bond with no perforation
9" x 12" stock double-window envelope (7 - 54 page documents)
10" x 13" stock envelope (55 - 219 page documents)
Archival
.PDF archival - per image
Handling
Additional page - image, simplex, fold & insert
Static inserts - insertion fee
Selective inserts & business reply envelopes - insertion fee ($25 minimum per insert type)
"Pulled documents" - not mailed to customer
Manual mail prep per envelope charge: 7-54 pages
Manual mail prep per envelope charge: 55 + pages
Per Hour Charge:
A programming estimate will be E_rovided after test data has been reviewed.
Description
Preprinted Shut Off stock (6 month qty)
Standard #10 double-window envelope
Standard #9 single-window envelope
Conversion to JO database
-••••-••'"Y ua,a, puoal SOI
reports, laser image first page (simplex)
fold, insert, seal, meter, tray and deliver
to USPS
$
$
$
$
Cost per piece
0.010
0.080
0.090
0.020
0.060
0.005
A Minimum processing fee of $75.00 will be added to your invoice if the Service Cost and additional costs fall below $75.00. (Cost variance will be
applied,
DocuSign Envelope ID: 7FC30F7F-BEFF-434D-865D-C514899BCCBF
....
SURPRISE
ARIZONA
CONTRACT NO.: COS16-012E
FINANCE DEPARTMENT
CITY OF SURPRISE
16000 N. CIVIC CENTER PLAZA
SURPRISE, AZ. 85374
T.623·222·1800
AMENDMENT NO. 3
DESCRIPTION: Service Group 5 Bill Printing, Mailing Services and Online Collections
In accordance with the provisions of the above referenced contract, the contract is amended as
follows:
1.
TERM OF AGREEMENT
This Agreement shall be effective as of the date first set forth above and shall expire on
September 27, 2023 unless terminated, cancelled, or extended as otherwise provided
herein.
Stacey Hanlon
Standard Printing Company
OBA Information Outsource
3540 W. Lincoln Street
Phoenix, AZ 85009
staceyh@spcio.com
ALL OTHER PROVISIONS OF THE CONTRACT SHALL REMAIN IN THEIR ENTIRETY.
Contractor hereby acknowledges receipt of, and agreement with, the amendment. A signed
copy must be filed with the City of Surprise Procurement Office. The above referenced Contract
Amendment is hereby executed:
For the Contractor:
Ti0f 1R 2 tf
'CJ? ,ltrdz<1
,
Date:
Jo - f-,7-(
For the City:
Eric Boyles
Name: _____________ _
,
Assistant Finance Director
Title: _____________ _
Date: 10/5/2021 I 07:30 AM MST
SURPRISEAZ.GOV
..... ..#".,
SURPRISE
1\RIZON,'\
Background:
Department:
Procurement Method:
IFB/RFP/Contract #:
REQ#
City of Surprise Procurement Summary
Finance
RFP
COS16-012
N/A
The Finance Department contracted with PFM (SA15-118) to assist with a review of the City's banking services and the
competitive solicitation of proposals for banking services. A scope of work was provided to the Procurement Division for
the Comprehensive Treasury Services solicitation. The Request for Proposals (RFP) would be used to accept proposals
from Firms that provide a variety of financial services.
Process:
The Procurement Division published the RFP solicitation on 10/15/15 and 10/22/2015 in the AZ. Business Gazette and the
City of Surprise website. An optional Pre-Proposal meeting was held on 11/5/2015; Questions were due by 11/17/2015;
Notices of Intent to Submit Proposals were due by 11/19/15; Proposals were due by 12/1/2015. Through this process, the
Evaluation Team would select a short list and notify those selected by 1/4/16, with interviews on 1/27 through 1/29. The
RFP included 10 Service Groups: 1: General Banking, 2: Institutional Custody, 3: Purchasing Card/Integrated Payables,
4: Retail Lockbox Service, 5: Bill Printing, Mailing, Online Collection, 6: Merchant Card Processing, 7: Payroll Cards, 8:
On site ATMs, 9: Armored Car Services, 1 O: Wholesale Lockbox. Proposals were received by Nine (9} Firms for various
Service Groups. The PFM and the Evaluation Team reviewed the proposals and held interviews. For Service Group 5,
the team determined that proposal from Information Outsource met the requirements of the City.
Selection and Justification:
The Evaluation Team requests that the award be made to Information Outsource. Negotiations were conducted and
successfully concluded.
Recommendation:
The Procurement Manager recommends an award to Information Outsource.
Authority:
Under the City of Surprise Code, Section 2-338, (c): City manager. The city manager shall:
1)
Be the awarding authority, or delegate awarding authority to the purchasing manager for procurements when the
cost to the city is $50,000.00 or less in any one transaction;
a.
Establish procurement guidelines for required levels of competition, further delegation of awarding
authority below $50,000.00, and other procedures or methods necessary to carry out the intent of the
procurement code.
2)
Be the awarding authority, or delegate awarding authority to the purchasing manager for budgeted line items
specifically identifying one-time operational or recurring products or services approved by the city council in the
review and adoption of the annual budget of the city and for which an award is within the allocated expenditure. At
the discretion of the city manager, the award of an IFB or RFP may be submitted for the approval of the city
council. Awards that exceed the allocated expenditure or deviate from the identified description and/or scope shall
require city council approval.
3)
Review the results of all formal competitive bid and proposal solicitations for which the city council is the awarding
authority and make recommendations to the city council;
4)
Recommend to the city council additions, deletions or modification to this article.
5}
Reserve the right to waive the requirements of this article when there has been a written determination that the
procedures outlined in the code would not be likely to result in a lower price to the city, would cause unnecessary
expense or delay under the circumstances, or would be in the best interests of the city.
A<la.
SURPRISE
ARit.OX·\
City of Surprise·
Request for Proposals
Comprehensive Treasury Services - COS16-012
In accordance with City of Surprise Procurement Code, competitive sealed proposals for the material or services specified
will be received by the City of Surprise Finance Department, Procurement Division at the specified location until the date and
time cited above, Proposals must be in the actual possession of the City of Surprise Finance Department, Procurement
Division on or before the exact date and time indicated above. Late proposals will not be considered. Proposals must be
submitted in a sealed envelope with the Request for Proposal number and the Proposer's name and address clearly
indicated on the front of the envelope. All proposals must be completed in ink or typewritten. Offerors must carefully read
the entire Request for Proposal Package.
OFFER
The undersigned hereby offers to furnish materials and/or services in compliance with all terms, conditions, specifications
and amendments in the Notice of Request for Proposal (including the Scope of Work, Standard Terms and Conditions, and
any amendments) except for any written exceptions in the offer. The signature below also certifies his or her understanding
that by making this offer, the undersigned will be contractually bound to provide these goods and services if the offer is
accepted by the City. The undersigned further certifies that his or her firm
.
IS or
-✓
IS NOT currently
debarred, suspended, or proposed for debarment by any governmental entity. The undersigned agrees to notify the City of
Surorise of an chanoe in this status, should one occur, until an award has been made under this procurement action,
Company
-r .f'cy
OvrhC'Vl,1.,u....
Fax:
( {poL) 3-1,,-2-2370
Name:
-. .L.-n
i,-vrn:h" "Y'-
Address:
340 1/u )...;vvui "'-
S.f.
Authorized Lt'-dh-.
Signature
for Offer
.,
City, St. Zip:
p,,,,',({ f!Z es-oc 1
Printed
Uehhi'c
Name:
f3.o fl cfo V\S k . .;
Email:
jos·c,leJ @peic, c-"'v-..-
Title:
D,nc:tw of 0 P€!rfJ, ·h'cvi.s
Telephone:
(&en .. ) 3£"2- 23 (., '1
ACCEPTANCE OF OFFER AND CONTRACT AWARD (For City of Surprise Use Only)
Your offer is hereby accepted. The Contractor is now bound to provide services in the solicitation, including all terms conditions,
specifications, amendments, etc., and the Contractor's offer as accepted by the City.
Attested by:
Sherry Aguilar, City Clerk
COS16·012
City Seal
Contract Number
Ci
z
rise, Arizona.
Effective Date:
•
"A -')/?/J, _ A
.,,
PROCUREMENT MANAGER
Appro
Ē
form:
.
,
41
ēTTORNEY
Awarded on:
J6 l
Bob Wingenroth, CITY MANAGER
ii
/.\rnendment to Proposal
Solicitation #
Amendment#
Effective Date
COS16-012 - Treasury Services
Service Group 5: Bill Printing and
October 24, 2016
.Information Outsol!rce
Mailing Services and Online Collections
-
Purpose of Amendment:
'• Amend offer Tab 18 - Pricing to reflect agreed upon negotiated pricing structure attached.
,, Amend offer Tab 19 -Acknowledge that the City of Surprise intends to contract directly with another
payment services provider on the Munis approved vendor list.
, .....
Information Outsource ("Vendor") agrees that this amendment is hereby incorporated into its
technical proposal submitted to the City under COS16-012.
Pricing-Tab 18. Information Outsource and the City have agreed upon a fee structure as
detailed in Attachment D, revised 10/6/2016.
The City of Surprise intends to contract directly with another payment services provider rather than PSN
as proposed. All decisions with respect to the imposition of Surcharges, including without
limitation the amount thereof and the types of cards and Transactions affected, shall be
negotiated separately with the payment services provid€r. The City reserves the right to
approve the fees proposed. The City reserves the right to renegotiate all fees imposed.
If the applicable laws, regulations, or other conditions prohibit or limit the City or Vendor's right to
Surcharge or collect fees from users, upon sixty (60) days' advance written notice, either of the parties
may terminate this Agreement.
Subcontracting-Tab 19. The City of Surprise has terminated negotiations with PSN and intends to
contract directly with another payment services provider with the capability to integrate with the City's
financial management system.
Not a Partnership. This Agreement is not intended to create, nor shall it in any way be
interpreted to create a joint ventur.e, a partnership, or any other similar relationship between
the parties.
Contractors. Should vendor be unable to perform all or part of the serviced required, City may
use contractors and subcontractors to perform some or all of the services City is obligated to
provide under this Agreement and City shall remain responsible for the actions of such
contractor or subcontractors.
Waiver. No waiver of any provision of this Agreement will be deemed a waiver of any other
provision, and waiver of a right or remedy in one instance will not preclude enforcement of that
same right or remedy in the future.
Counterparts. This Agreement may be executed in one or more counterparts, each of which
shall be deemed to be an original, but all of which shall constitute one and the same
instrument.
Page 1 of 2
EXCEPT AS PROVIDED FOR HEREIN, ALL TERMS AND CONDITIONS OF THE ORIGINAL SOLICITATION
NOT HERETOFORE CHANGED AND/OR MODIFIED REMAIN.UNCHANGED AND IN FULL EFFECT.
In Witness whereof the Parties Hereto Sign Their Names in Agreement.
Offeror hereby submits this amendment to its
technical proµosal to the City under COS16-012
and acknowledges that this document becomes
part of the submittal package and shall be
incorporated into the contract package.
Name ahd Title
The City of Surprise agrees to incorporate this
amendment into vendor's proposal.
c:, 10128116
ignature
Date
'------------------....:..-----------------J
Page 2 of 2
-' Information
Outsource
Proposal prepared by:
Information Outsource
A division of Standard Printing Company
3540 West Lincoln Street
Phoenix, AZ 85009
(602) 352-2369
iosales@spcio.com
City of Surprise
Request for Proposals COS 16-012
Comprehensive Treasury Services
Due: December 1, 2015 at 4:00 PM
Ch : c,f Surprb,,) RFP O)S ! :-.. 01::
C\,1np1\.:hcnsiv.: T rc:iilllry S,.:n i-: .;,;
ORIGINAL
.., Information \
. , Outsmtrce/
As p1\)jl'.ll\'d hy lnfrmn:ition OL!i:,wH;rce. ;, rii\·ix:iQH of St.rn1o hrd Printi:1g CN,lp:.ny·
Table of Content§
.J Information . \
Outsource/
Offer and Acceptance Form .......................................................................................................................... 3
Tab 1: Transmittal Letter and Executive Summary ...................................................................................... 4
Transmittal Letter ............................................................................................................................. 4
Executive Summary ......................................................................................................................... 5
Tab 2: Qualification and Experience ............................................................................................................ 7
Tab 3: Key Proposed Personnel and Team Organization ........................................................................... 10
Tab 8: Service Group 5 - Bill Printing & Mailing Services and Online Collection Services ..................... 14
Bill Printing & Mailing Services ................................................................................................... 14
Online Collection & Payment Services ......................................................................................... 19
Tab 14: Control ........................................................................................................................................... 29
Tab 15: Implementation / Conversion ........................................................................................................ 34
Tab 16: New Services & Ideas .................................................................................................................... 37
Share My Stamp ............................................................................................................................. 37
Parameters for Printing and Preparing Bills .................................................................................. 38
Samples .......................................................................................................................................... 39
Red Flag (Privacy) Policy .............................................................................................................. 39
Tab 17: Sample Contract ............................................................................................................................ 42
Tab 18: Pricing ............................................................................................................................................ 43
Tab 19: Sub-Contracting ............................................................................................................................. 46
Tab 20: References ..................................................................................................................................... 47
Tab 21: Exceptions to Tenns & Conditions ................................................................................................ 48
Tab 22: Attachments ................................................................................................................................... 49
Cit:· (\;' Su:-prL;t RFP (051 j .. () 1 ::'
C,.1n1p1·el1,šnsi'-'e Tr,:::,,Ţ11r:,· ţ;·.: 1•.,,j :,:::;
·\s p1-..ŤiJ'.lt\'tl bť In/'.:.)rnFrticm Ot1Ftwr,: .:J, ,\, Hdsh)n 0f S;:m1d)t-.:i Pdntit1g Comp:m:1,
2
Talb n: 'JfJr2lllll§mntl:fail lLeHerr 2lll1lio1 JEJH!il'.:ll.U-tt:nve Sllllmm2i1ry
TransmiN<!!l Jletrier
November 30, 2015
City of Surprise
Purchasing Division
16000 N. Civic Center Plaza
Surprise, AZ 85374
Dear Kevin,
_j ff nf©tffl@lfffl{Jrn \
Outsource/
Thank you for the opportunity to present the following proposal as part of the City's initiative to contract for
Comprehensive Treasury Services. We are pleased to be able to introduce the City to our utility bill printing
and mailing capabilities and to describe how we anticipate improving your billing functions in both the short
and long tenn.
Information Outsource is located just west of downtown Phoenix and is one of the largest mailers in the greater
Phoenix area. We have been in business for over 19 years, and service many municipalities in Arizona,
including the City of Tempe, City of Glendale, City of El Mirage, Town of Gilbert and City of Phoenix
Neighborhood Services Division.
Our number one priority is to service your business in a timely and accurate manner and, though the RFP
process can often be quantitative, the intangible benefits of customer service, accuracy and efficiency cannot be
minimized. I would encourage you to speak with our references to hear first-hand how we manage our
relationships and to discuss our service level and attention to detail. I am pleased to state that customer
retention is 98%, with the 2% turnover due primarily to mergers and acquisitions.
Thank you for your consideration and for allowing us to participate in your proposal process. Please do not
hesitate to contact me with any questions.
Best regards,
L4t4,., 737£-
oebbie Bogdanski
Director of Operations
Information Outsource, A division of Standard Printing Company
Phone: (602) 352-2369 • Fax: (602) 352-2370 • Email: iosales@spcio.com
., lnformatlor
1/
1 \
Outsource
City of Surprise RFP COS 15-012
Comprehensive Treasury Services
/\s prepared by Information Outsource, a division of Standard Printing Com pan:,
4
Executive Summmy
.J Information . \
Outsourc1/
Information Outsource is a full-service print, mail and electronic billing vendor located just west of downtown Phoenix.
We have been in business for over 19 years, and service hundreds of clients throughout the United States.
In this proposal, you will find information on our company history and capabilities, our technical expertise, a concise
description of our implementation and support processes, costs and references. We are able to meet and adhere to all standards
set forth within your RFP documentation and will further elaborate on this statement throughout the course of this document.
Standard Printing Company and Information Outsource are proud to offer a comprehensive solution for your business
communication needs.
What Sets Us Apart
Onsite Printing Capabilities
Having the ability to produce your pre-printed forms and/or marketing materials in one location decidedly sets us
apart from our competitors. Rarely do you find a print and mail provider that has the ability to variably print your
critical documents, as well as produce full-color inserts and press-quality materials in-house.
We also provide state-of-the-art variable print solutions with our high speed Xerox laser printers. Selective
messaging may also be employed, allowing you to communicate pointed messages to specific customers. Through
this offering, you can communicate branded messages and hit your target audience each and every time. Our print
quality auditing and mail piece validation ensure efficient, high-quality delivery of each and every document.
One-Stop Solution
Printing, programming, inse11ion and mailing are all completed in one location, which allows us to manage
timelines and costs on your behalf. We are also able to complement our mailing services with an electronic billing
component that is fully customizable.
Level of Service
Our level of service certainly sets us apart from other providers. Our uncompromised goals of timeliness and
accuracy guarantee that your documents are correct and complete each and every time, and that they are mailed
within expected timeframes. Our attention to detail is evident during the implementation process and continues into
the management of your live business. Whereas many of our competitors have separate project management and
relationship management teams, the same Client Specialist that is assigned at the implementation stage will remain
your contact for the lifetime of our business relationship. In addition, there is no monthly or annual fee for support.
Onsite Development
We build a unique program for each of our customers, so that the handling of your business is not a "cookie cutter"
process. We create programming to manage the various aspects of your data file and our in-house staff has
complete control over this programming. We are able to instantly address any problems that arise, and have a
comprehensive understanding of your data that allows us to make intelligent recommendations and work as a liaison
with your software vendor.
Onsite Inserting
J lnforma_ tion \
.
Outsource I
Ch:y (Yi
° SUrpti:;;) RrP C0':ƺ15-t)iƻ
Cr,mpr,::n:nsh ,_: Tr,·,.1',UrƼ S,:n'k-ƽ·,
\;:. pr,.'pJr,··d 1,y li1forrn:1t;on o,.1ts0urct•. ;, divi:;L.1\l 11f ƾ:1and:;,1yl Prinri,ƿr C(11'1lpǀm:,
5
AU document insertion, presorting and posting is completed in-house without the use of a third-party pre-sort
vendor. This allows us to provide competitive pricing while maintaining control of your job from start to finish.
Quality Contl'ol
Our Quality Control Team meets regularly to review areas of risk that could be improved upon by tightening
procedures, improving equipment maintenance or implementing changes in technology. We have put thousands
of hours into our quality control practices, which allow for error-free mailings.
SELECTED DOCUMENTS WE MAIL:
►
Utility Bills
►
Collection Letters
►
Shut-OffNotices
►
Line of Credit Statements
►
Jury Summons
►
Statements
►
Invoices
►
Cable Bills
►
Mutual Fund Statements
City c,f Ľ:mpt·i.ľ:, RI P COĿ; l "-0 ! . .'
(.\,mpr,::h,'..i.::.b:.;· Trc-;; mr;, S-,ŀr•-.·ic,:•Ł:
►Phone Bills
►
Privilege (Sales) Tax Returns
►
W-2 Tax Documents
►
1099 Tax Documents
►
I 098 Tax Documents
►
Timeshare Statements
►
Loan Servicing Documents
►
Declination Documents
►
Bank Statements
►Thank You Letters
V pr,par,·d by l,iform:-:tion Ow,0nrc,:-, :1 di\·ii:ion 0f S1·1mbrd frimir,p Compam
6
Tab 2: Qualification and Experience
J lnformationi)·.
· Outsource
.
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t! <J. sub.s{:.-!i:..n:l·
cO.it:J.:-. 11.r r.̍,\ . . ;:r. l };a,: tb,:r o/ct,?pf o . 1·c{ si.
Information Outsource (IO) is a complete print and mail service provider for critical documents. In addition to
traditional mail, Information Outsource provides a full suite of services, including Electronic Bill Presentment &
Payment (EBPP) and data archiving. IO is a privately held company tha̎ owns and operates a 40,000 square foot
facility in Phoenix, AZ.
Our parent company, Standard Printing Company, was founded in 1952, and excels in the production of custom
business forms and marketing inserts. We have twelve presses in our facility, and SPC runs security features
including true watermark, micro-type, bleed through MICR, chemically reactive paper and fluorescing fibers. Our
presses can print up to six colors, and any PMS color can be matched.
We are committed to reducing our impact on the environment. We use only soy-based and UV inks with low or no
VOC units as part of our forms manufacturing process, protecting air and water quality. Our investments in waste
collection and storage units ensure that virtually 100% of our manufacturing waste is collected and recycled.
Standard Printing Company and Information Outsource have 48 full-time employees. As a combined entity, we are
able to service your business from start to finish, eliminating the need for outside vendors, which can put quality
and time I ines in jeopardy. We are a one-stop solution for your document design, printing, mailing, electronic
billing and archival needs.
P,,.,.-̏ vfd̐ · !hi ... ti,l:l;.·.:.\\'5 <?/. t/.:·, o )·Jc".' !lltn , ;·!/! L\J l·'i il:.2 ('i(: ·
1s ,'fCLO.'!i!f /0..- , ·,.1ch 1̑ ;_,;·1-ic: (jpoJl,? .1 Qi..' t.-''C
p;•oposii;g ;,1 ptvrid:-.
Information Outsource
3540 West Lincoln Street
Phoenix, AZ 85009
Phone: (602) 352-2369
Website: www .informationoutsource.com
All production, customer service and implementation processes will be completed at the above address. We are only
addressing Service Group 5 in this proposal, hence all activities will be managed at a single address as noted above.
We service clients in several states and a large portion of our business is in the utility market. Many of our
customers have been with us as long as we have been in business and many of our clients are located in Arizona.
Some of our Arizona-based clients are the Town of Gilbert, City of Tempe, City of Glendale, DriveTime, Valley of
the Sun United Way, Arizona State University, Arizona Department of Administration, City of Cave Creek, City of
Casa Grande, City of Buckeye, City of Sedona and the City of Avondale.
' fnlori:nat(Qn . \
.
·D11fso11rtr:/
Chy of '{urpcb,· RFP COS 15-0 I::.
Cemprd1,,;fr;i,·c Tr,·:1,;w:y S,svi,x:;;
\g µr;:p;;rt.l by I,11c,rF1,: nion Outs01,1c:.;, ;; dirisi0n of Stmdard Prh1ti11g ( Onipai•:·
7
SELECTION OF SERVICES IO PROVIDES:
►
Custom Inserts Reports & Bar Graphs
►
Charts
►
OCR Scan Lines
►
Intelligent Mail Barcoding
►
Postal Automation
►
NCOA Link
►
Onsite Warehousing
►
EBPP (Electronic Bill Presentment & Payment)
►
Onsite Programming
►
Householding
►
Data Archival
►
Selective Messaging
►
Targeted Marketing Messages
►
UPS Bar Codes
►
Pre-printed F onns
Local Presence
While we understand that this is not a requirement of your request for proposal, we
also understand the need to deliver documents to your customers in the most efficient
way possible. By mailing in-state, documents will be in your customers' hands
1 within one business day ofdelive1y to the post office.
AdditioJ1,(1i benefits of a local ve11dor include:
•
Same day delivery of hardcopy proofs or materials via courier
•
Availability of staff for onsite meetings
•
Face-toƯface relati.9nships with key personnel
•
Ability to tour our facility or to monitor sensitive jobs in person
-I. C 'omp!ete 1hefo!!owi11g table wil/1 current credit ratings hy Standard & Poor ·s R.ming :-,·ervices mu/
Moodv ·s Investor Savices. flthr! (?fferor is not ruled hy these rating orgmn::a1io11s. wovidt' o!ha
t'l'idence of!he.f1rm 's,fllWJJcial strength and compliance.
Standard Printing Company and Information Outsource are not rated by these organizations. We do however,
conduct an independent third-party audit each year to subject our financial records to unbiased scrutiny. In
addition, we are SOC II, Type 2 certified, a rarity in the print-and-mail industry, which further confinns our
commitment to best practices.
, /nformaliov'
(hmaurce
--··--
Cit) of Surprise RFP COS 15-012
Cornpn:hensive Treasury Services
As prepared bư- Information Outsoun;c. a division of Standard Printing Com pan:,
8
i.
:rate:! iUsk Lmc"t! Curit,/ Ratio:
Ti_.,. I F\/-8<1s,•d c'm:!i, )! R 11i, •:
Information Outsource and Standard Printing Company are not public entities and therefore do not publish
financial infonnation. We are happy to provide an audited financial report upon receipt of a signed Non-Disclosure
Agreement.
6.
Ir.:..·.!ud.з :i.:;: tÑl,;__'.Ò.:'lfr}ni._Ó c,;:rÔ11 <:fr>r.! u;,1:.-:.·1.rÕ:c;_Önl .r:.i.);/-... _,.1 rrJ1J:::J.·:!j}ur1:·;cif'! .sfat-:·t;: '.1/1•; 0/1 ;;: .. { ×\lJ_;'f.:sJ
rh·/r._' ·
ri" · j ;,\ !,___yf in th.: ;,'?_( .. P ,-. ·Ø)it>;,,'Ù ... • su11,\,;issJon.
Per our reply to item number 5 above, this information can be provided upon request.
This does not apply to our business.
City of Snrpti:,t RI-P COS I :.-;.o i î
C\ïi11prd1i::.11,c;i\,: fi·,:;.ið.ur.)· S,ñrvke2.
\s pr.:·p;;r•òói b) lnforni:1tic111 Ou1•0 . ..:,1m.:c,;; di-.·i'.ôioii cf õiL1nd:,rd Prii11iriit ((1 11pan:
9
J lnforma.tion.1 \
Outso-urc1/
Tab 3: Key Proposed Personnel and Team Organization
:. T\·cn·r};·, 1l,.и· :1:.rr;.: . :. tftl;,- t.,,·JJ1\.:-·s. /;I:t},J:'й .-';1.u.:1/,,:r,.f',.:cr ;,,1;·u;.:lJ,:;·_ i·u .d ,:;}!кi)/ ! 1.-lл -мJ':.·:,·> q/ th,: 1 .:--.in1.<н:о· ,пo;n·-..::.::•.i·
j}<J' 't)J'.:" \', (tY,)'.i\:n(...r/ lo J/;,iр.· :'k'Cf)f:t,'l.
Debbie Bogdanski
Director of Operations
3540 West Lincoln Street
Phoenix, AZ 85009
Phone: (602) 352-2369
Fax: (602) 352-2370
Email: debbieb@spcio.com
-,
},:(1J;'/.} !lit in:lht./};_с1!.v ,rho H'l/l 1i'Oi1.t tr!th lli,_: ('.i(r Oi? ll -т-l,уr-tu-,i:.f)" bai;fs. PitO"i:, _ _., ;!l.}ih't! u\. ht,.fh·frlt.t.ll
:t•,'.)l 1t 1:1:: il\!c _f;;_:;- cot·i; ..z,:··t••i,;"-фх-:.''r.? -\ct ·1,fct (J,:·01{;1. j1цfo:-';)it.1.f joii lJJt..r..·f j;;;ч•l1:tl··:
i.
F,·oroш;2J /'()/,' ;Jf// i<''-щ,nd /,; 1:1.,: l 1hJ 0> (k'.L:'li'ii!,'
ii. Ciogrup/ii .. ·<!l i11fJ1·1;,adcn:
fii. l:.ъы·.J :,.:ri1 ·11(:, 1rorl;in);': lt'ith o.:hcr (gor,_"r;,ir;L·111t..d dь:;euc.:f:.iэ;
iv .. "\pюu:;lr .. :r q/'1.·:.:afs t.я/ e.\thѐri::·ncrё· in 1/dsJt.:Z.J.·
r. .:\i.:tJib;:;;· ,!/'.1"':.:o;·s ,,rfth yr11n ,tfiђ,u;
1'i. P/n,c;e i:1Ji,:..;/i.; .tile ;, 1:m.J,c.·1· 1Jfgor..;nNikuto! .::!'iuifs !lk· pnipoѓ..:·d ffltftio,?slliri ;1;mJc1g,•;· p-t1!11·•d Ciil' lo.s:!
1}'.:.J du: fo.-·r tfw:·..; Y-!,l!'S.
Debbie Bogdanski, Director of Operations
Debbie will oversee the ongoing management of your business. Should issues or questions arise that cannot be
addressed by Production personnel, they will be escalated to her. Debbie has served as the Director of Operations
for both Standard Printing Company and Information Outsource for the past sixteen years. She is responsible for
providing direction to the internal departments and personnel responsible for the production of all products and
services. She oversees Information Outsource production, development, forms manufacturing, quality control,
client services, and sales. Infonnation Outsource has gained six new municipal clients over the past three years and
has not lost any in this timeframe.
Sherry Stevens, Client Specialist
Sherry will be your primary contact at Information Outsource for day-to-day business management, programming
adjustments, insert inquiries and any questions you may have. Sherry has been with IO for 7 years and has
overseen numerous customer implementations. On an ongoing basis, she serves as the primary contact for
customers, working as a liaison between Production, Development and Standard Printing Company. Ms. Stevens
currently manages several municipalities and utility billing applications, which include regular, disconnect and
collection notices, as well as annual tax mailings. Her background includes 32 years in printing- 13 of those in
client relations and project management within the print and mail industry.
Cit:, ,1f Sm::,rbє RFP COS l :i-012
..
I
.
T
s·
.
CO!li['l\.' 1eri5•,c: f,':;i•,;w:y ѕ ,::f\'JC,і8
A·, r;.·,:1::u-..:d by liti:Jr;rution Ol!b1)1.i;-c,i. n diyj,jon of St:.md:m! l-'!intiitz; Cc,mp,rn)
10
Jonathan Stogner, Production Manager
Jonathan oversees the printing, inserting and mailing of your documents from a production aspect. He manages all
production personnel, as well as all quality control processes and Post Office communication. Jonathan has been
with Information Outsource for nineteen years, since the inception of the business. He currently oversees all
production functions and staff, as well as inventory management. Jonathan also manages all communication with
Information Outsource's postal representatives, including all inquiries pertaining to delivery, non-verified
addresses and NCOALink.
Michael Eles, Senior Developer
Michael will be the primary development representative for all of the City's programming needs. He has been with
Information Outsource for nine years and, during this time, he has implemented the majority of our municipal
clients. Michael is also responsible for maintaining client applications along witl1 the rest of the Development
team. In addition to his customer-facing duties, he also writes and supports the programming for our proprietary
in-house production and inventmy management system, as well as our Electronic Bill Presentment and Payment
product.
If a change in personnel is required, the key contacts at the City would be notified of the change and a suitable
replacement will be offered. Being that we practice redundancy in both our equipment and personnel, there will
always be a contact available to the City with historical knowledge of your business.
' .
fl word about customer service ...
I am proud to introduce the following team members that will service your
business. There is little turnover at Information Outsource and several of our
staff members have been here since the company's inception. We truly see
ourselves as an extension of your own internal team and the culture we cultivate
internally permeates the relationships we have with our cl ients. I lookforward to
introducing you to our team of specialists.
- Debbie Bof:!danski, Director of Operations
r; :l!l !.: .̃ J. 1,_,.·̄ ){/.i.c (•!,'stt1t}1t̅ r /,· .. :·;Th·e r..!j)1\'.\.vc.nfr;,t frc ,y;i i:, ct̆ s·tf..\iH;̇·;̈ ̉ ., -rri,.\,.' ,.!̊} 1,?rn::;c1ill /1· css(:̋ j 1-...̌J l tu j).Jir)!l
d,_i"-lo-d,?\. t; .i,1suc:1im1s· t'et d:-· C'i(r?
Information Outsource takes a unique position on customer service, in that we provide you with a Client Specialist
who serves as your key point of contact for the course of our relationship. We feel that having a single point of
contact allows for streamlined, educated management of your business needs. On an ongoing basis, your Client
Specialist is at your disposal to help with layout and programming changes, messaging requirements and insert
needs. In the event that your Client Specialist is not available, a secondary contact will be able to assist you
ii.
f.'c'S\.i'//\· i/;f 1Y̍ p0NsibilitJ,:·s oft!ii: c1 . .-1·/m;v·, .,v;Ti̎ ·,.; p,T.i'0itiid. bc!u,-{h;':,· 1/i:: d,:1i11 of co,W,'il<lil.-f_for
JJ;·ol1!-i.. 'Ol ,.,__ ·so/n; i<n.1.
Our Client Specialists are your primary point of contact for all inquiries and changes, whether it be to a live job or
a change you would like to implement in the future. Their primary function is to make sure your needs are met and
✓ 1nformatjon )
. Oufi_Clllr/X/1
City (,f Surpris,.: R.FP COS 15-012
Cr,mptd1.:nsi\\; TtJ:1stll} S(:rvk,:·;
\,̏ rr.::p:u-:rl b)' Inform,HiclJi OmSt)Lli'1"·,\ ;( clivi̐,i(>H ('f ̑)t.,111ford PrL11iw: (.:irnv,n:y
11
to effectively communicate your requests to the appropriate internal team.
Our Client Services department is also responsible for upholding our quality control procedures and performance
standards, which are found at each stage of our workflow. Our Quality Control team meets regularly to review
areas of risk that could be improved upon by tightening procedures, improving equipment maintenance or
implementing changes in technology. We have put thousands of hours into our quality contrnl practices, which
allow for errorkfree mailings.
Regarding problem resolution, we aim to first put in place systems and processes that will identify potential issues
before they rise to an error status. For example, our proprietary system compares the data file received to past files,
confirming that the data in the file is not a duplication of a prior file. Once confirmed, the file is processed and
quality control paperwork is created, which follows the job through Production and is retained in our onsite files.
During the processing, printing and inserting stages, we have inserted quality control checks that monitor output,
formatting, materials, piece count and postage requirements. All items must balance at every stage prior to sending
the mailing to the post office.
Live job issues always take priority over other Development responsibilities. If your live data file presents an issue
during processing (e.g. duplicate file, incorrectly formatted data, a change in data structure) it is immediately
addressed and you will receive a call from your Client Specialist with our recommended resolution. In many
instances, we are able to remedy the issue immediately, allowing for minimal delay in processing.
Being that all personnel and equipment are housed in the same facility, in-person escalation is easily managed and
facilitated. If more than one department's input is required, all can be called together at a moment's notice. If the
issue cannot be immediately corrected, the Director of Operations will become involved.
ili. rrir // ..,(i .:. 1 t}:1: !NJ!,'{·Ūū· (lt!p ... ·1·0/ioil CJ.fŬedt.:!; c::.ŭ·foill'.:;" SC'/'! f3-i.4 unit hlV()/r,;-.} /ii .. ,.:yy1t)i'ilii,Ů;· t/i':./ J}f O[h}ů·.._·oŰ
'-:.:.'i'Yfc.:ű· /<· ,?i-.. '1.13.L, Sf't-\:{Ųr lh, ·. i)ųJu;,',t!}i' cocl, s·,:,.i·vh:e (ŴroNJJ ro:t lf?t' prt)]..h)SiJl.ŵt !£' />1 ori,i$·.
Our Client Services department is available from 8:00 AM - 5:00 PM Arizona Time, Monday through Friday.
Should an urgent issue arise outside this timeframe, Production personnel are onsite from 6:00 AM - 6:00 PM
MST, Monday through Friday. We will also provide the City with an after-hours service number where a message
may be left outside of normal business hours.
Our system is available 24 hours a day, 7 days a week for secure file transfer and access to Electronic Billing
websites. In addition, our offsite data center allows for continuous file transfer and website access in the event of
an outage at our primary location.
i'r . .(.( 1:;-H ,.:,·;\:·,,· f:•: !/i•:.-::t1,·.,_Ŷ,.l"'<'f hr th:..-- (.YU . .r, l-'<J'Hŷ li'O.ttfcl .i·oh· 11roeos-ȟ: to J'tŸ-Ź·c•lr! it i/J\ ir/;u ,Y.lttJu/.ź1 rflr.,.· ('hJ·
f;();!(O,.'/_/Ji'Si . ._'IC.!'
.
>
Your primary contact for all inquiries is your Client Specialist. We strive for 100% accuracy on every job we
run. If for any reason the accuracy is compromised and it is found that Information Outsource is at fault, all
necessary steps will be taken to rectify the situation - whether it be a corrected mailing or financial retribution.
_ (/h:}( !h.5· h;iti, tf tr,:,t1 id-:Jn. 1rlll th6" J1i lin/;(Y c,:•;1i1kŻi /J(/.'.t"OJJ b:.. irill/,1
•1g· 10 ,!li-..:i':·l! ()/f-sff.:: u;c._'.tiill!S :,'it.h ("h)·
wmf·
We would be delighted to attend face-to-face meetings with the City either at your location or ours. We have
always found that meeting in person is a wonderful way to build rapport and trust in our client relationships.
; fnfomialioni)·.
· Outsiimte
.
'" .
.
.
Cii.y of Ƞurprb:,ȡ R FP COS 15-0 J 2
(\,m1,r.::h--iuiv-.: Tr.::~1';Ȣ11') · ,;,ȣi'\ it;,;:,:
\:, rrȤ·l;;ird b:,,- lnlȥ:irnrntiJn Otri:sow·1:e. a divisk,n "n Stan,:hu'(] Ptfotiug Cori1p:mȦ
12
This would be at the City's discretion. All of our functions and training can be accomplished remotely, but we
would be happy to attend any on-site meetings the City requires.
Our Client Services team should be viewed as onsite advocates that work as an extension of your business. We are constantly
looking for opportunities to make recommendations relative to efficiencies and cost savings, and to make sure the mechanics
of your mailings are operating smoothly. As an Information Outsource customer, you will be assigned a Client Specialist, who
will guide you through the implementation and live stages of your job. As the process becomes more familiar, your Client
Specialist will continue to be your contact for live job inquiries and changes. This same individual will also conduct periodic
account reviews to confirm that your job is run as efficiently and cost-effectively as possible. As new technologies and/or
postal requirements are introduced, you will be educated on these enhancements.
An agenda for an onsite meeting is normally prepared by your Client Specialist once an understanding of the meeting's intent
is acquired.
::·l. IT l\.t'JOJ!J -.,\\';.' n ill t/;l·.//r-:;_:.; .J)l';_·;r.fr.r:· 1.-/c1lit.·td.C J 11· }i.,d\'OiJ(:v) !() 1,:'o.rk l)j!_• S1}i-·!fj', j?/ȑ. !) .t /fl-·r ·;·, ie .. ·d?°i.'Ȓȓ. ll)J·,.1
i.;·o,tb.!,:1:·;l,oofii!g isj.1,:.Ȕ ,.__i.,o!Jtt?on? U.1rrln,:_4 lflJ(! ho,:.:r.-,: is h:t:-/u;.!(·,r! SJ.UlJJl)rl ut'.:!i/aȕ>1\.<; ,Ȗȗ·p.Ș,:,·ș{(i· tln;._ ::o,i_,:·,·i
Your primary contact at Information Outsource will be your Client Specialist. If any issues arise that require
technical support, our onsite Development team is available to assist, and can be directly contacted if that is the
City's preference.
Our Client Services and Development departments are available from 8:00 AM- 5:00 PM Arizona Time, Monday
through Friday. Should an urgent issue arise outside this timeframe, Production personnel are onsite from 6:00 AM
Ț 6:00 PM MST, Monday through Friday. We will also provide the City with an after-hours service number where
a message may be left outside of normal business hours.
Citț.· .:)f Surpri:':t RFP COS 1 :--O l 2
(\:1u1pt·-..•.i·1i,:nsivt.Ȝ ·ri\·1::.:ti.r) Sȝ·rviȞ<-:·s
,-\ȟ prep.H'eti b,, lnf'i.,rmatim, OuLomcȠ-- ;i di\ ;:;ion of Stmd[ird Pri11tiir;. C'Pnip il(·
13
.J Information \
Outsourc1/
Tab 8: Service Group 5 - Bm Printing & Mailing Services and Online Collection Services
Bill Printing & Mailing Services
j. ,'_),,_ ',)\··:,j/:t." 1 .,:;1rr·./f,: ','."/ .\ ̮ :.1i:;1 ... ;•;,._. ,i!{ .• : /!.:i _l j' 1- i.{H)S·, / j ;/ {J_/-,.?:.."i :-t:(r/;·l;:g C)/':·
1;'f.̯ : ,'('•̰· ';i-'i.th .l'.J i.1h)' /:i/i .('i"'/;-,;:' r1::! r,:_;t //I·,:}/
S(,'i';:i::'i.. .. S? · - !·' .5 (!; !} ! /:,f: 1ti:'i \Y t)h'. ·.::·,)t{1':..}::..:t.! lO if t/d:-: /-j}d/'!)'
i
Information Outsource has been fulfilling the needs of our utility bill printing and mailing clients for the past
nineteen years. Many of our staff have been with the company since its inception in 1996, and others have ten or
more years with the organization. We pride ourselves on being an extension of your business and to act as an
educated consulted in the realm of printing and mailing best practices.
In addition, our parent, Standard Printing Company, offers a full suite of pre-printed products that can complement
your mailing functions, including the production of pre-printed stock, marketing inserts and flyers.
None of the services related to utility bill printing and mailing are outsourced. All services are
managed at our primary facility in central Phoenix.
..,
T-i(>l)' iiWii:': ';;;p-'c6)0
' ','., ,fl', r{,.jit-,,r,,d lo bi!/ prii'Jii.g lllid il!i!ifiilg s;-,;•1·_:(\',,• (J1,'11·1•i,f:-· (/ ,:/._',:.tiled bi'c'!I!.r!O'<!'i,
o,; tlr,· ,m;;1b.:-; ,/rc·t0;wccs ,ic•dh·at(d 10 proJucl C!(..'tivi!ic 'S. ii!cl!t.iiilg cf.,.,rdv11;,,\'://, fc'S!il1_r,;_ ir:1/; /;.'g. !ielp
cl.:.\̱ .. ·/..;, fli"t!'f̲ _
1s.\·/o;:,// r.;;2rrfc.̳·.̴ ·-· s:·1/..,.̵s ... -n.!cl 1nt1,•/:;;.·/h/\J. u.:..1,tr.(;̶ e1,•.';-:nt J̷ J
There are 20 full-time employees dedicated to bill printing and mailing services as their primary job function. The
following departments aid in the design, testing, training, production and customer service functions. All
departments are housed onsite.
Development
Client Services
Art Department
Production
Transportation
Accounting
Marketing
3.
l·.,roN11.1'/,at lo . .:̸ ,1.tio;,1 clD _You J'Ji·!:{1/1:-.·;• u-J s.2·,: ;;._·.:,·el:.
1 bi.Ii, 4.:.1ti,J f.irr̹ Jf,, ·,\r? Jloir !Da? /,1,1 · 1ir!s lc, . ..:-.-.•/iotI /Jt: ._';i'
prm·idii;:-,; b!!l JYhlting (:11CI ;1wf/ s-:rrict,'.' He.•',; nhn.>y cn!p,̺ >_r,.'.:.s ;1',>i'A ur th/: !o.:.\1,i'o;1? Hmr ina,,:1· bills
c_fi•" c1:/r . .,.,\\1t̻ v /J?'OCC.,'.1'i y/ 1 ;,t t/,i,;._., lt1;_f1t itJ.i 1 :·, (-'i:,n /hi:1 !ui:L·!t/on ht:nr!f,;.· th .. : ( 'i̼ r ·s ro/ir;,!i',."S 11·i:/,• tx/-·.;tf)1#-$-
i\ .. ·.,·ou1•t,:..:s?
Bills and invoices will be generated from our primary production facility, located at 3540 West Lincoln Street,just
west of downtown Phoenix. This location has been providing print and mail services for the past 19 years. There
are 48 full-time employees at this location, 20 of which are solely dedicated to our print and mail operation. The
remaining employees are focused on the sales and production of pre-printed forms through our parent, Standard
City of '̽ ;urprix: RFP COS 15-fl 1 ̾
(\1j11 Ji\:i b:·113 iv!̿ T f(\f3Ul.'7 s̀ rvii:.́͂ ')
As ir-:rttl\;(j hy Info; ()lJ(l,)11 Omi:1JtF'1',;\ ,l diYisic11.1 of Sv111,ln1d Pt'intinr Corn pat!)
14
Printing. We mail approximately 2 million documents on a monthly basis. Information Outsource is comfortably
able to manage the City's projected volumes with our existing resources.
!f)i:"lf ii,•;.1.: rlc:.·., .1· .. _·i-'.!/',/:·;! 1.-J j!
.\.:·1.? to i'(\ū.-:ih':,: bi/!{Nf;Ŭ i;!'}{·,;· ,','i(':'/t)l/ }(.; L"•;';.._\(i1'\_' t/.:i'h i.1li bfl/s ŭ:'t'/l bc/1.ci;r:.·J (U,..f
cn:,.Ůt' t);,.- liUfif .-;r1· ... ů,,;;-;J {1_r t.f.;l., closŰ· i..űrt-N\i;:.:·t·.-; //;1,1 .;nŲN1 ,1::t,•?
Our standard timelines dictate that if a bill file is approved by I :00 PM, the bills wiH mail on the following
business day. Once a firm understanding of your data stream and transmission schedule is understood, we can
discuss how we might improve upon this timeframe.
5.
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ŷ\;/:·ni/,:Ÿ, cJt-.•.J? l(r...,Ź.ź-. -Żv7lt.!! h)(:t1!i:)1,?
A secondary location will not be warranted to manage the City's business, however, we would like to note that we
do have a disaster recovery facility in Phoenix, which is equipped to mirror our main operation and perform all
necessary functions to meet customer commitments in the event of short-or long-tenn failure. This site contains
printing and inserting equipment comparable to the equipment housed in our main facility, which would allow for
the processing, printing, inserting and mailing of your documents.
All mail is taken in our company-owned trucks to the Phoenix Business Mail Entry Unit located at:
4949 E VAN BUREN ST
PHOENIX AZ 85026-9651
Because your documents are mailed locally, it is anticipated that they will be delivered to your customers
within 1 business day. Delivery of your mail in a timely fashion also improves the rate at which payments
are returned.
Mail dates can be verified via the IO Customer Portal, which tracks the receipt of files and displays the date the file
was delivered to the US Postal Service.
Beirig that Information Outsource is one of the largest mailers in the Phoenix area, we have a solid relationship
with the Post Office and regularly attend postal forums to stay informed of upcoming changes and requirements.
We have an assigned postal representative that guides us through all regulatory changes and is at our disposal to
address any issues that arise. We take on this role so that you do not have to be concerned with the Post Office's
changing requirements and can focus on your core business.
We certify that all of our mailings conform to all current USPS regulations, and we regularly audit this process
with our USPS representative to ensure compliance. Your mail is sorted down to the carrier route and delivery
point, which allows us to apply the lowest automated presort postage rate to your mailings and aids in speedy
delivery to your customers.
We are able to accept and process your data file as it is most easily exported from your system. During the
implementation process, we will create a custom program to accept and process your data, conforming to any
special handling requirements you might request. Once the programming is complete, samples will be provided
for your verification. Please see Tab 15 for additional information on the implementation process.
; Information \
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Otilmot1/
Ci.ty of Snrpd:;;: RFP COS 1 :;-o 12
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15
For your convenience, data may be submitted via a secure FTP connection or via our secure customer portal on the
Information Outsource website. As a security measure, you will receive a unique usemame and password that
allows you access to only your own directory on the site. After submission, data is immediately swept behind our
firewall to a secure server on the internal network. Our system is available 24 hours a day, 7 days a week for
secure file transfer.
5.
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01:s,sjˉJr f.:lc:l.:.:siuJ:. !--Jntr _ tˊ·,; · jˋ-!-
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°li ·N: iN.:-i.1.t i. f,-:> rt:·.:-:_:,frc i.ii'.:Lˏr.: :!· tOJ'· iucl; iSinn? Jr hut is youi' JA'i)i"·r?-..'c! 1/t-.., .ti::\ 1 qt'
i't..--.e._"/ː·in/ h;ˑ·.: ; '/:r t.:.!rop-ql/.' t10-lai˒'i. (. i.'\f\S-..i ˓˔
We are able to selectively insert materials for a subset of your resident base using custom programming and our
intelligent inserting equipment. Based on defined criteria (e.g. zip codes, account numbers, amounts due, etc.), we
can identify specific residents that should or should not receive inserts. In order to include an insert with your
mailing(s), your first step is to contact your Client Specialist.
Printing your inserts onsite provides a cost-effective, efficient way to manage your insert needs. IO is able to print
spot and/or full-color inserts, ranging from 1/3 page slips to 11" x 17" fold-out tabloid inserts. We are also able to
aid in the design and layout of your inserts if you so choose. The same Client Specialist that manages all other
aspects of your job will facilitate the printing of these inserts, giving you one point of contact at Information
Outsource to manage your mailings from start to finish. We are also able to accept inserts that you provide, and
there is no charge for warehousing these materials. Pricing for individual inserts will be provided based on
specifications. We do not have a preference as to how provided inserts are delivered to us.
Ifwe are to print your inserts, we will require seven business days' lead time. If the inserts are supplied to us,we
require notification three days in advance of your mailing.
In addition to static or selective insert inclusion, we can also include messages on your documents, including static
messages that are intended for a11 bills, or selective messages that allow you to communicate pointed messages to
specific customers. Through this offering, you can communicate branded messages and hit your target audience
each and every time. We are able to work with different designated message areas on your documents and print
variable information based on flags in your data or records that meet certain criteria.
˕). !11:cn-·i) ·&) l;·rt˖·)rlit{!i {(!i! \. ·{*/JC\. "'f'i! f ;',\lf ::: tit{'{'; i! tli':}.1,i 1i.:1.rti01! c1˗'it,l f-1i "t)Ji\),.'.o,'1:·-: ! /N'•.˘f,;!«:·{ Sf( !lfii i',:˙: t.˚ j\?i'fCI /(';_. hi 1,·if li.+1-
b i!l prii." .ii!g anJ i;']{tf!in:,; Sd'\'{.:,,·SJI'? veil! rrh'ai,.}1· uw,:,.•d [i!!d f;l!!J:'idJ,,1/ H'[//,.'/' ::tili!ie,; or'yfmiktl' ;\i·.:,: {/i/d
COi;;p/ ,'.X/.t) ·.
This information is outlined in Tab 3: Key Proposed Personnel and Team Organization. All staffing described in
this section applies to utility bill printing and mailing services.
]f>. ˛ tr˜) J·ou t-·t-)'h·r/;.!:.:.' qi'coo:?o/t/- .:tfn,g t;i;_"fh.'Ji.4t!r1ls iri!ll !f.!c˝ Slt1,.}1."" t:l•:·iJ\}fJi,_˞-r J.1.,·,,1;,;· i:/;u! ,1lkfr...._•,·s i},i tli .... st.-r,oe
e1.•1,,:!op,' (l.˟.·. groi!J-' ,1;wi/in::ˠJ? {fsu, ,k•.1ri[,,:.
We can designate that bills going to the same customer name and address should be grouped into a common
envelope through our householding service, thus saving on both material and postage costs. This programming
is added at the implementation stage and is one of the handling requirements your Client Specialist will review
with you during your Technical Call.
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City ,..1f Surpris.:: RFP C'(X; I :i-0 ! '.2
C\)mr,·(:hcnsiYi: Trō·J:,m:,· Ŏ-'.,:·rvic.:s
\:, prepared by Inform.:lti,:,n Octsotu·c:. 2 <lh-L,don of St:H1J .ird Prii,titiŏ: Co1,1p:m)
16
/I. i) /t:ti l'i ·oc::·ss ... .,ˍˎ· oˏ·,:, l/j\1• l to {.,\:1 -?!/'.:..: tl.•ii.l fl.:ː· t ˑ)f1· !\_·,.;,•., 'h,"i.,S l l,c /oi ;\""''i,., .f.-'e .. ˒:.:•...ii i\.;n·s f.h)Ss.i'-•l..:? !f 1J1t{ l
th:˓:-: .. J1t'l')(:1˔·:;s,:;,.', be)l,:·,1)();';}_;._,\/ i(i" t{,1:, ('I/;· (•;" ,1'[\!!'•'.//l'i}i˕·1 )f."lh11 fy 1J;,:, .
i Cif'l1t1}/Ti r˖:s_t (!'-°L"rl! ... !i';fe .?OSI,}:<.._· rc.·1.: p._·:•
All addresses are run through our USPS approved, CASS-certified software for verification during the live job
process and this occurs with each data file you submit to us. This is a standard part of our offering and is included
in our per-piece cost. This verification ensures that all addresses meet the USPS standard for the lowest possible
pre-sort postage rates. This savings is passed on directly to you, as we report the required postage for each mailing
to you based on these pre-sort figures.
Any addresses that are deemed non-verified during the above process will be reported to you when the job is
processed along with an error code defining the reason it cannot be verified. This report is provided along with the
control totals and samples at the time of file processing.
We have also implemented the Intelligent Mail Barcode for all customers, which allows additional information to
be passed to the post office, aiding in the quick delivery of mail pieces.
We also offer National Change of Address (NCOA) processing to our clients. NCOA is a database owned and
updated by the United States Postal Service (USPS) containing approximately 160 Million permanent change-of
address (COA) records filed with the USPS over the last 48 months. Prior to mailing, the City's data is matched
against the USPS NCOA Database to identify individuals, families, and businesses that have moved. With each
mailing, we supply a report detailing the addresses in your data that have been identified by the post office as
having a forwardable move on file. This allows you to maintain the most current data in your database, as well as
increase the deliverability of your mail.
Postage Details
Postage is paid directly to the US POSTMASTER and we apply postage from your account with each mailing.
The entire postage process is transparent, in that you will receive comprehensive postage statements that detail the
number of pieces that were mailed at each presort rate. Your Client Specialist will monitor your postage usage and
will be in touch as additional funds are required.
PRESORTED RA TES
For Domestic Mail Only, Letter Size, Automation Basic, Mixed AADC, ALL Typed, on #10 sized envelopes
Up to 1.0 Ounce
5-digit
.381
3-di!!it
.406
AADC
.406
Mixed
.435
Non-Verified
.490
It is anticipated that the majority of your bills will mail at the $.381 postage rate due to the concentration of customers
within a specified zip code. We also employ the Intelligent Mail Barcode and provide all postal paperwork to the
USPS electronically, allowing us to presort your mail at the absolute lowest automated pre-sort rate.
1.1 to 2.0 ounces
These rates are the same as noted above. The USPS currently extends the I-ounce pre-sort postage rates to
mail pieces weighing less than 2.0 ounces that carry an Intelligent Mail Barcode and can be automated.
The City will only be responsible for the actual amount of postage applied, versus a flat per-piece rate.
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:.\s pr-::pm·?d by Jnformati('ll Omsour,-:.˗. :1 (11'. it,ion 1:,f ':it@hrd Printilig C1)li'i!',tn)
17
j -·, f r;\.7/ ,.:;·{, ͻ{/t1;- t-.-(_-·lt .'f,-ͼ: ?/ ; ·1
_,_;d(.fi C(1.) 1riJI rh .. : ('h:- \ h., n::_· 10 _pFO\ 'i{!c' i}nt.iii_:·. ;:,'/(:; '!--J?) ..,:;_r! I (X'i\, Ii,\_ t_\)]/{S-..' q/' Ilk'
Ct1_:ur..,;•,:.:; /\_:, 0,1 ·
City staff will be asked to address periodic questions during the implementation period and to review and
approve development samples prior to moving into a live environment. Required staff time is estimated at 2-3
hours for the whole of the implementation process, and there are no hardware or software requirements beyond
your current billing system and Internet access. An installed FTP client is also desirable, but not required.
At the City's discretion, a site visit to our facility is welcome, and we can kick-off our implementation efforts
with a face-to-face meeting with appropriate City representatives. We would welcome the opportunity for you
to meet all of our personnel and to see how your job will travel through the processing, printing and mailing
stages.
Once we have reached a live stage, City staff would be required only to send the appropriate data files to
Information Outsource for processing and subsequently approve live control totals, instructing us to move to the
print stage. Live jobs require less than 15 minutes of your staff's time once all is up and running.
1:1. {/ilr:..' (..,i:J c.('"sf.;...,·s re i"l.·t..i,{c /.":nd'f;ͽ;L\!r'icr-;1s t(t 1I--.. · b!lii,.,,;·'-gJ'(xrNh!i j_r;i1 !ht_j_111tt}\', ho1r Ϳ\·i.!i t71i.· b ... , /,1,7,,:.d.l::.:;/:1 li'tl/
:l"- ;·,· l•-: ,.dditiu1,,1! co::,i\·'!
Changes to your billing format will be communicated to your Client Specialist, who will open a request with
Development to manage the change. Normally billable programming time is incurred following the initial
implementation stage and your Client Specialist will provide an estimate for approval prior to proceeding with any
requested changes.
As an aside, we understand that your software company may not always have the flexibility you need to manage
your business needs, which is where our onsite development team comes into play. Not only do we develop a
unique program for each of our clients, we are also able to enhance the functionality provided by your software
package. Whether it be formatting, data layout or the management of multiple data files, we will work with you to
make sure your needs are met in the most cost-effective fashion.
We also complete all work in-house, which means that the management of all changes is done efficiently and is
communicated to all required parties. We do not adhere to a programming queue, where your requests wait in line.
We review the requests as they come in and determine priority and the area of expertise required to complete the
task.
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rΈ·Ή·omNJc'i.'ricd or iwfi1Ίfl:v p;-.1cticc?
We offer a complete electronic archive package that can be provided in one of two ways. All of the following
options are developed and supported by our in-house Development staff and there are no sub-contractors associated
with these offerings. Should the City opt to pursue an archive solution, we would welcome the opportunity to
present an online (or onsite) demonstration of the product's features. Many of our clients are able to replicate
documents through their existing software systems, but those that cannot turn to us to create an accessible image
archive of documents that have been provided to their customers.
Cit of Ό:,irpri,, .,; Rf P COS 1.5-0 I?
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18
Option 1: PDF Image Archive - Following each mailing, we will generate an archive of PDF images
that will be submitted back to the City. Images can be supplied as individual documents, or as one
continuous, searchable document per mailing. Images can be named as you instruct, and a custom index
file can be created if you plan to assume these documents into an existing archive system. Images can
be cut to CD and delivered to the City or can be transmitted to the City via FTP.
Option 2: Online Image Archive - With this product, we create a web-based Administrative interface
that City employees would be able to access via a unique username and password. Images would be
stored online for customer service access and would be searchable by customer name or account
number. The resulting PDF images would be an exact replica of mailed documents, allowing your
customer service team to review specific charges with your customers ..
Please also see item #18 in this section for additional options relative to accessing historical customer documents.
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0/1?._) cí r:·
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Information Outsource currently provides printing and distribution services for over 200 different clients, with
municipalities representing approximately 50% of our client base. Volumes range from 3,500 mail pieces per
month up to 100,000 mail pieces per month per client.
All told, Information Outsource currently services over 300 different applications for our varied client base.
Included in these applications are traditional print and mail services, as well as online and electronic archival,
electronic bill presentment, e-billing and custom applications that were built to support in-house client functions.
Our standard timelines dictate that documents are printed and mailed within 24 hours of file receipt.
J 6, D, ',cPib,:· tJ,,.-, {)J't1C1.':>'s/..Jr ;k,:pfu2 t1 priilte,i Nflfhlii.' b,:·iug m.;,i!c, l? (:'.J;-1 1ltis ih' dm1<: to;• o i!igl,: !ii!/ o,·
od_;· o gi·ot,;i'.' ol {ti/1(' ,__-u;1 t/;is b,· done oillir•c? i l7rfs 1rnuld ,>n(1.' f,,· d,.1 .,i' u!/d.:r ,·:,ii'NJ, di;n1y
C ii'Ct lt,
1},ti..'/(lil('.i. ·,')', !
We are able to programmatically identify documents that should be removed from the mailing. We refer to
documents of this type as "pulls", and pulled documents may be based on any criteria found in your data, including
zip codes, account numbers, types of accounts, etc. During the implementation process, we will identify those
records that should be pulled on an ongoing basis. We can also accommodate one-time pulls during live jobs if
you identify pieces that should not mail. A simple phone call or email to your Client Specialist will allow you to
identify these documents for special handling.
Online Collection & Payment Services.
The following describes Information Outsource's relationship with a payment processing resource. While this
complementary vendor provides the payment services you request, we are flexible in our ability to work with any
established payment processing solution you may select. Items below in BLACK are managed by Information
Outsource and those noted in BLUE are managed by this resource, Payment Service Network.
City of·'::: urpd .¡ R rr COf- l 'H) .! ·¢
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19
PSII
Payment Service Network (PSN) is a full-service payment service provider that
has been in business since 1999. Located in Madison, Wisconsin, PSN prides
itself on the ability to provide end-to-end payment and reporting solutions,
focusing primarily on municipalities as their target market.
Paym&r.,t Servic,c:: Ne.vork, lr.c.
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1/ . . (:1.Êv ·s ,Ë.·.::.t•,··i..,:.:1 ·:r.:.:i'·ifc"\
Yes, PSN provides online payments via 1 secure interne1-based gateway. BONUS: Mobile payment app
comes standard with on line payments. BONUS: Text payments (coming soon)
Yes. PSN provides IVR payment options available in English and Spauish. For software integrated
accounts, the IVR $ystem will a!so provide a balance due. The IVR is linked with the online payment
portal so that all payments arc funneled into one system, resul!ing in one deposit and one reco11ciliation.
We also maintain a Call Center for customers to make payments or get assistance with paying online, on a
mobile device or on lhe IVR.
PSN lets you select from three automated phone/IVR solutions. The EL1Tf<: DEDICATED SYSTEI\1
provides you with a dedicated 800 number and the mosl customized functionality-customers listen to
your script, can prompt for amounts due and can be transferred to your customer service staff or PSN staff.
The STANDARD D.EDlCATED SYSTEM has all the features of tho Elite system, except it forwards
calls only to PSN staff rather than your staff. The SHARED INDUSTRY SYSTEM allows you 10
capitalize on "shared costs" \Vith businesses in your industry. On the first call, the customer will validate
thcmselvts and the system will state "City of Surprise" t°l)r verification. For all subsequent calls, the
customer is greeted by their name. Customers can opt out to speak to a PSN Call Center representative.
For outbound calls. you can usc the PSN Outbound AutoCall Messaging Solution. You simply upload a
message and list of phone numbers to call, select the date and time for the calls lo begin and PSN takes care
of the rest. There is a "Press l" feature for your customers to make an immediate payment-the call is
antomatically transferred lo the !YR system.
PSN maintains an in-house customer support center that your customers and staff can call toll free. PSN
decided to manage iLs 01,vn Call Center because of the high level of security, employee screening and
training required. Further, we can fully monitor our CSRs professionalism with your customers. CSRs are
available from 6am to 6pm (!\fountain) on weekdays and from 7am to 5pm on weekends and holidays.
PSN has English- and Spanish-speaking representatives.
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JJt.Ì-r;;;cntr !Jn,i cr;.\/it Dt..7r,.J () "i,a \ .!a.\'i,?r(·(:i·, U J.lt·r;-n,:it!s? J)o"Js tl!,·_tc, h11· .... · to b؆: .l/r._: s, ur-.!!'.. rt'[;(fl'<"li؇:.•?s i:1:
clt,.lj},f)hl-,·•nf t.\r:.c?
Since the City is a government entity, the foe does not have to be the same for credit/debit cards as it is for
ACH. PLEASE NOTE: You can have customers pay credit card fees while the City pays ACH fees. PSN
ca11 accommodate any scenario: Customer pays all. City pays all, customer pays credit cards and City pays
ACH.
Cit؈, ,JfS•Jrpri.-;,:, RFP COS!:'i-012
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20
Customer paid fees: $1.00 for eCheck/eSavings or 2. 75% (plus 50¢ if kss than $100) for credit and debit
cards. These foes are for online, mobile, text, IVR or Call Center.
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To make sure the City gets the best possible rates, the City will pay the actual interchange rate and
assessment lee; we do not mark up the interchange rate or assessment fee; hence. they do not exceed the
applicable interchange rate.
Credit Card fees = Actual utility interchange rate+ actual assessment fee+ 15 basis points+ I 0¢
authorization fee
ACH = no charge
PSN fees = 18¢ (online/mobilc/icxt), 95¢ (IVR) or$ l .95 (PSN Call Center--paymen!s only, customer
support is at no cosl)
Yes, users can set up recurring payments (as applicable), add/delete/change an indefinite number of
payment methods.
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Additional standard features include: emailed notifications of bills coming due, status of payments
(successful, declined, NSF, etc.), credit card about to expire, new bill ready for viewing and more;
view status of payments from all services offered (IVR, online, mobile, Call Center, etc.); view
pay men I history; print receipts for all payments (IVR, online, Call Centerj.
°
For departments that integrate their soփware with our system: balance due amounts displayed on line,
on the mobile app and in the IVR; automated posting of payments to your software.
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21
' Information\
Otihoarce/
Pay your <Jtility Dill
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Screen shot of a Winter Park,
Florida customer eBil/ page.
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Billing Overview
Dialcnce Cue (n of 11/11/l:OU): $l'33,7S
Billing History
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Service Request for Winter Park Utilities
Currently, yot1 arǯ receivlng papǰ, (Ind on.line bill$.
Pleab-f: help us trirn costs while making your Me lo;"sS
r.lutter?d Opt·ot1t of Pdr,>e1 1>1IIDZ We send vou an email
each bine yoDz1 have a new bill. You CiM. always oµt i.lack
in to 11:ce1ve pap!:!r bills Pleas!::? give 1t a try.
jJ tli!S is Ǵn ǵrne1ga11-:y_, tǶreasǷ t?.11 \ilJi11tǸ:' Far·k litliltle,i,
lm1'1'1*dlt1tJt'/.
Plror,ǹ-: 407-599-3220
ou,Ǻrwise, pl"3ase click below ancl give a dǻt"iled
da;crtptlon of the p1Ǽbleni alo,10 with you, nanie, addres.
ar,a the b.o;st way to contaci.: you.
Yes, I wi II opt out of gdztting papoi bills
Usage Graphs
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Uii<1ll:-. "'.l' \-'1..'fJ,}cJJ' {(i:ntu//.?:..'i' /lr1;:: ls S,.,.Ǧh-·1..:IL'rl (It /hi cn,1 (ǧ/'tliǨ.ǩ C<)i1'i'(IC! t.r:•rin?
All customer and payment data is saved for the length of the contract. You can download data at any time.
We can also transfer data to another firm_
All bi11 images are accessible for a predetermined period of time (most customers opt for 12-18 months).
Beyond this point, images can be archived for future use.
City of ,:,urpris,"' RFP CO.':: 15 .. 0 l .-Ǫ
Cnm1Jrd1fǫIE-h ,:Ǭ ·rr,:fl',llty Sfr•;ict:3
\:S prq;:,ted t,y l1rfornuiol! Omc,)t!l·e,: it di1:isicǭn of Suud:ird Printing Co,i,i•JP)
22
We are able to send an email notification, directing the customer to the City's website to review and pay
bills. We are able to also attach a PDF image of the new bill document to the email if the City prefers.
Following also please find a comprehensive Electronic Billing solution as offered by Information
Outsource:
Full-Service Electronic Billing Includes:
•
Self-enrollment & ongoing job management
An exact replica of mailed bill, allowing customers to see detail and
messages
0
A link to a hosted version of the bill as well as attached PDF if desired
Access to marketing inserts and newsletters via the hosted site
Email Alerts
A link to designated payment processor through the website or in the
body of the email message
Customer and Administrative Sites with access to all documents,
whether emailed or mailed
Benefits of Full-Service Electronic Billing:
0
No need for involvement by City staff for enrollment or program
maintenance
•
Customers can access up to 24 months of billing history online
°
City staff can view current and historical documents via the
Administrative website for customer service purposes
The Email Alert function is the vehicle used to let an enrolled customer know they have a statement ready for
viewing on the EBP Customer site. Each time a job runs, IO will compare the customer data against a table of
enrolled customers. When an enrolled customer is identified as having a document within the data, an Email Alert
is sent to the customer. The message in the Email will contain a link to the login page of the customer website
hosted by IO and/or a PDF attachment of the customer's current document. The document would then be
suppressed from the paper mailing.
City {'f Snrpri.,-;Ė RFP (OS 1 :i-01.ė
C1:,mprch,:n :dve Tr,::.1srn-y S.:-l'vicĘ-s
'\s p,·cp;H,ęd by Ini,:>rm:uioi! OutĚ.,)rn .. ,ě. :1 di•, i:::it,n (it St:1ndard Printixw C1)mpnn>'
23
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Other features of email delivery:
• c_1irrentmes÷ages
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Account History
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As part of the full-scale Electronic Bill Presentment product, we also build and host an Administrative Site that
would allow City staff to access current and historical documents. Staff would be able to view documents exactly
as they were mailed to customers:
<'it:- of Surprise Rfl> C0ø-15-01 :ù
Cornpr..:he,1sh ú Trs:;.1sury S.:r\'iv::s
\.û µrep red L,y lnforn,r,tion Outs·.)t11·c;:', :, dh isi0n of StJndctrd Printin1; 1."\mip;tn)
24
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Once a customer clicks the "Pay Online" link on the customer site, they would be passed to PSN or the payment
processor of your choice. We are able to pass account information, amounts due and other identifiable information
to the payment processor via this link in order to facilitate a single-sign-on solution for your City customers.
' lnformatio).1
011/iu rr/
1.
( .. (1..:1 c11s/on:L\r/,· ,\.ʍ .._'-·ct1rp lrith 1.1trto.\1/al<.'t.lc-utnfl nh};-ls t\·h,:·if h!l!s U;'t r1ʎ-'i1i.(;t,h\ cuy1ni·ʏ;tl lh.rt ildlʐʑ.s. t'."V'
ct:,?/:, 'JU-'}! i<NI 1.?fl ʒ"'(1 'iJ,\:nl:·)
Yes, customers will email notice when their bills are ready to view and pay, or can also receive an attached
PDF document of their bill. A confirmation of payment will be sent once the payment is received on the
PSN site.
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! r-: ,', 1\·to1i1t'.'S able· i,) a,ld i/i.'11!11.1!,! nd/;ty ,1n·o.11;,:1s ,r; .. , i;,./.: 11s.·, rn:c,,•n,1! h i/1er;.;' <1 !iiid! to i'/,,.·
nnn;b';,_T .... r .uiillʓr cr\ʔ·,.;cnll:'I.". (f\'Sip:n.;.·t,'_p::t liSl.ʕ," [[)?
Yes, multiple accounts can be linked to a single user account so that one login grants access to all
pertinent documents. There is no limit to the number of accounts linked to a single user.
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1fi. /]1,.'l};· l, f(}JJ!rl _1"0)( ri:,.:'i.)/;//,\:'t.:n..:l thai thʖ.
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, d.f t:r(\\JUi?t b:1i11-11cc.,,.·. 1.-1£:d(v U',JO.!,ud::.ʛiu11 ot'n, .. 'H' J rtlll.ʜ·1.'i:.,ʝf lo;1.ʞ !'.t'.1ttl tro11 :i:'.iJi ,·/;ioil (J/ htfo, lnotioo 1hr
uuʟ1· .Ji :1.:0flj•/.(ʠ· 1:;1•rol/e(l . .t(J.i' o;,1./i,,,r(· ,t1.:·1,ʡ1!C-(S J ʢ'
PSN has several ways to share data-real-time data interchange, automated file sharing (your software
''pushes'· the data file to PSN) or manual file sharing (your staff uploads a new file each clay). PSN will
work with you to determine which method is best for you. Generally, we prefer all customer account
information is provided daily, rather than just new or changed data. PSN has integrated ils system with
over 50 municipal/utility softwarn applicaiions.
Cit-y <:)f' S111pd,0 RFP COSl i-01;
Cc,inpr,,::i i•:·nsh;;. rr:ǖn·stlt'Ǘ- Stn·i,,:,ǘǙi
\s pi,:r,,.-,,(·d b)' Inf,:i1 mation Out:;,mrc,@. :1 di,·i,;ion nl"" Sulld::rd Prinlinf C\ǚlll!}:m)
25
rill. n .?͙·,r/ J 11.͚i't·/.:.-_'i!l}͛ ,.-,.1n1·.::· ..... :x:n h:.:· 1.(i]\.͜1:,:;d en il.:c.-;.;- (:t.͝··tn:1.͞_1s:' .Pl͟ ·li\͠ c.?:-.͡·,•,,.;b,; 1/:,· J .. 2.:·t_;i•>rl to ,:,rL͢ 1 ... :c.:;sͣ
·def.; r)1ͤͥͦ · ,ͧ t-tr,;-nͨ (:. ·'./io/1 (i.-:.,. urͩ
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. • ! t·_·']-f 's i1 dtfi ;t ·t! I•ͪ:· }"( 1Hiͫ Jfra.: ,.ͬ , [;j 1l:1ͭ ]i!r1 3.-
1lli t°'d.::/ Ir: !l\.1 ("f(r , r; r-/
1x·t.-:::. · :;·.)-.}.1.I ii-i' ,,;:ͮ - C f.ͯ 1· '.s £,_·t.,.r•k?,1.
Yes. PSN prepares and submits AC! I payments to the clearing house and makes dcrosits
to your bank account.
Yes. PSN prepares nnd submitͰ ACH payments to the clearing house and lllakcs deposits
to your bank account.
Yes. PSN prepares and submits credit cnrd payments through the system and makes
deposits to your bnnk account.
Yes. PSN prepares and submits credit card payments through the system and makes
deposits to your bank account.
PSN accommodates all possible payment methods-credit card, debit carcL eCheck, eSavings, paper check, money
order, cash and bank-issued checks. You simply select which methods you want to allO\v your customers to pay
1,-vith. Likevvise, you will select ,vhich payment channels you will "open" to your customers.
Staff can view in real time all payments coming
through the PSN system. Plus, payments
automatically post to your software.
Cfr:- M Surpri:-;e RFP COS 15-0 I:
Co:np.-ͱ·h,:-n:-;i,;Ͳ Tl\\l.Sll.l.} S?rvi,:e.ͳ
"-1-
:iii
1 Deposit to
Your
I
Bank
Software
You select which of these
options you want for each
account. We can turn them on
now or at any time in the future.
Data can be sent from your software to PSN's
system to update balances due online, on mobile
devices, in text messages and in the IVR system.
Bills can also be uploaded for on line viewing.
\:, pt,:f.',ir,ʹd lJy InformatiNJ Outs,mrc.0. 1:1. di,i·.;i011 of SuNiHrd P• lnti11͵Ͷ Comp:m;
26
/.:.'.
(\?:1 / (1'(':..\٣.'!;r<-..· f,: ٤;, . '!-!!}1,/<J; ,(,_.·c.ur; .h<٥- 1.n٦i()(j.!i,_Jf,1:·,.f bill JJ(f)':'ii2i!(', r,/1٧·,J Oi-' i'r;i' i"i.'/_•:٨· l1llt.re:-l;':'C/!t
(la-/.>s? (;'tt:.1/ 1:·/;:.:;, :.;,/!, ·rn.tn\·.-٩.,. a;·_٪ ,·1:r:..:i/nlJ.,٫/
Yes. Our system allows the customer to select a given date for recurring payments. However, the City can
I imit the days that customers can select to assure that billings and payments don't overlap.
/ (I Ifrr,,· m·٬· Ji(Z\".'.'·:c ,',/·. ;",.·;','l.'JICJ ii) tl.-i. (\ry ( i.٭'- i;,1fr);,:d lifi!T SW!i j.'c'.\',li(;;i Oi' kdir :r,;\ql pr•yP!, . .'1.'f >' di,·,-, •;{y
!'r'(.)j"fi f/i1? ٮ-ٯl(ٰ _ٱf.)J ... /.;_'f" 1,) //i-...· ('itv i'.-ٲihٳ, ٴ:ٵ·ec!)_;:;;.{;:) Ifb:7f; .. i?J1:;·c,_:·,;..ٶ1,'\', ٷ-rhal J'; .. )!.i)_ٸ·,y ! !·.1;:rr;,•ٹ··-/fc·n,.),· ,)\ ·<'fٺri_)f,.·• f()
ft/L n!{lٻ· ;..'.r-,siOirr:; · i,::j_-.t.:.:;a!f1.\ټ ,(' J·rorl: ·/..-ٽ .. 3a,,,j :lپ· 1:li\'j''Uri·u1).
PSN consolidates all payments (credit card, ACH; onlioc, mobile, IVR, Call Center) for one deposit and one
reconciliation. Tfthc- City V>'antecl (o use other PSN services, such as convertillg bank-issued checks to
cPayments, setting up cash payment locations, auto-post check scanning, swiped credit cards, tliosc payments
are also consolidated with the other PSN payments.
The PSN system has several online, downloadable/printable reports available to City stafTthat can be
customized to individual needs. The system also automatically gcnerales reports-you select who gets lhesc
reports, whether they are detailed or summaries and whether they are delivered via email instantly, daily,
weekly or monthly. Reports include: Customer Payments, Dep<Y,its/Withdrawals, Declined/Rejected Payments,
Chargebacks/Refuncls, Cancelled/Held Trnnsactions, Disputed Transactions, Paymenl Histories, Daily
Reconciliation, Monthly Reconciliat.ion, Registered Customers, Account Summaries, Customer Views of
eBills, eBill Stats and more. Each report can be sorted, searched and filtered for different criteria (date,
customer, address, payment type, etc.),
Success isn't possible ,vithout great communication. And PSN makes communicating easy for both the City
and your customers.
City administrators can have a high-level
view into the PSN system for cash flow
projections, reconciliation, generating
customized reports, customer service and
other needs.
Internet or
mobile
Ph•o•nٿ•ڀr'
Email
Department staff, authorized by the City, have
full access for detailed amount due, payment,
deposit and billing information. They can also
help customers by making payments, setting
up Auto-Pay and changing their' profiles.
City c,{ S.urpds0 Rf P COS 15-0 ! 2
(\.,ځnpt\)iiڂ:·n3i'\ t ·rrr:tl.SU.rڃڄ· S(!t\'i1..-.;څ:.}
Customers can go online, use a mobile device, text
or call to make payments and find up-to-date
balances due. They can also access their balances,
bflls and payment histories as well as set up and
change their profiles by going online.
Phone or Email
Pho11e r Email
Automated phone systems and
live CSRs accommodate English
and Spanish speaking customers.
\,: pr-.:p;H\:,I b:' InJornutiC'll Out;;011.r1.\;}, ;.t di,,:isk•n of'.:kmd;;rd Printing Cei:ipan)
27
Information Outsource can manage the migration from paper to electronic billing on your behalf. When a
customer enrolls in the electronic billing service by entering the temporary usemame and password offered on
their paper document, they can be automatically eliminated from the paper mailing without requiring the City
to modify or separate your billing file. Alternatively, via the Administrative website, City administrators can
enroll customers and discontinue paper bills.
PSN is Level ! PC! Certified.
City ofSwpri:,',) RFP COSl5-0I?
C'nme1-_.:h,·11siv" Tt\:Jsn1.:,: S, . ,n ic<··;
\:; pr.:: 1.qred by lnfornnti . .::,n Oms(1l1.n;:.-;-
:i di, if;i,m (•f :;wndacd f'rin,ing Cornr::a£
28
;J lnforma·t.ion \
. Outsourc1/
Tab 14: Control
? . L\·s.:"-i-il· ,"I th . · /1:1cji ?!j} ,·;1_;-iə.l { •. :C(1i·.=, '(•;. !_', ?J,. :rh!lf!/·, ... ɚ in t/J.:· r' ,_'"id tlt·:.' 1-h'U(V:..'· ':? ,s:r.,·! ... 'i:i.ɛ' ((; ·.:· 'l.t.,cɜ·: , fltJb!.!.·. j J":1;t)
'. t'(;N/n' .t/:,.: ("/i'.l · C[YJi:•;-,ɝ), io lɞ?iii.,.u,-' (!t.;"-f ,.> .. d::!r l1·r1; · 1ɟ\1·!..,ɠrl on.; iloi':1hrɡ: CO)it ,1/•i/i!r·?. ,};,i:1_ :r!nr. ); ftr,-,.:-.r!i !J' ɢ,; ·t
I C/,:l{}tJ:I\.?i"ir tɣ;-,i rrtriin.ɤl: :)
Knowing that the delivery of your billing documents represents incoming revenue, we understand the importance
of timely delivery. Our business model is such that we practice redundancy both in our personnel and equipment.
Production, Development, and Client Services all work together to service our client accounts, and the Director of
Operations regularly monitors all account activity. Should a team member leave IO, all history and current project
activity would be easily managed by another team member, as they would have first-hand knowledge of the
account.
Though we have online solutions for many job processes (e.g. file submission, file approval, insert management),
we have found that having a live person to discuss your business is often preferred. Your Client Specialist is
always your primary contact for all needs.
Short-Term Recovery
We practice redundancy in our equipment, processes and personnel so that short-term outages are never felt by our
customers. All of our production functions (processing, printing and inserting) are able to be performed on at least
two other pieces of machinery, so if one piece of equipment is out of service, we are never left without the
capability to meet agreed-upon timelines.
We also retain full-service maintenance contracts on all pieces of machinery, ensuring they will be up and running
to complete your business. Monthly preventative maintenance is scheduled on each, in an effo11 to identify
potential issues before they arise.
In addition, our facility houses two onsite generators to provide power for equipment in the event of a short-term
power outage, along with data connections through multiple providers to allow continuous access to customers.
Long-Term Recovery
We have an additional offsite processing, printing and inserting location in Phoenix, which is equipped to mirror
our main operation and perform all necessary functions to meet customer commitments in the event of long-term
failure. Our disaster recovery site houses printing and inserting equipment comparable to the equipment housed in
our primary facility, which would allow for the processing, printing, inserting and mailing of your documents.
We also own and house servers at Phoenix NAP, an offsite data center 15 minutes from our primary location, that
run parallel to our Production equipment. In the event of a long-term facility issue, we would be able to
immediately access all data and there would be no interruption in service. Phoenix NAP is one of the nation's
premiere disaster recovery operations, offering redundant power and network infrastructure as well as guaranteed
I 00% uptime.
Testing is completed on a monthly basis to ensure the viability of our disaster recovery solutions. The time required
to move processing to our Printing, Processing & Inserting Alternate Site would be 90 minutes or less.
In addition to a fully-functional disaster recovery facility, we also retain 20,000 square feet near Phoenix Sky
Cit; of Surprirn JUT COS 15-012
C.)mpr,.-h1,;nsh·;: T'r--·.:FLU} 'S,ɥ.-viv:s
\s pr,ɦpnred by lnfi::,iTn.ɧ,i k,n 011Um1,·c,:, ,1 divisi0n of St1mfard Printing C l)tnp:my
29
Harbor Airport. This space may serve as an alternate location for our main facility, should our facility be deemed
inoperable for an extended period of time. Additionally, our relationships with our paper and envelope vendors
would allow for the delivery of supplemental materials within 24 hours.
Printing, Processing & Inserting Alternate Site:
3 616 West Thomas Road, Suite 5
Phoenix, AZ 85019
Additional Alternate Site:
2802 Old Tower Road
Phoenix, AZ 85034
Data Management, Electronic Billing Alternate Site:
Phoenix NAP Data Center
3402 East University Drive
Phoenix, AZ 85034
....
D;.."'.:•t.,·.; "ih· th;.! t!t.•l1 '.ŧ: S\_ .. ,..., /!Fi(1 · 1,..- /;\·irO.i;:,Ũ.Jh.:i/ũ. Ū';._,_! i;ū·c(llc:'ll /1 · co1·,::_,;· i//:."' I,l1} ·.:,·h·
1Ŭ-;,-l s.,'<.•it ·f/_\ · , ::r: / .. ŭ-, !1?!,i'rr-··Ů-' )f !tů--,Ű: :":'i ::·;''t.l'.'.
lhH·f)=;.>t-1 l.: .. ;1·;_ű _pn! in J.>!thX' .fih' 1..Ųac/1 (!.(.t !h· /Ji ·o[\).s,:1} 5ųŴ·;,1•f::t1 ()rOl[fS.
We are pleased to state that Information Outsource and Standard Printing Company have SOC 2 Type II
certification, thus upholding the highest standards of network and physical security. We adhere to the industry
standard best practices for security, consistent with the aforementioned certification.
Our building is completely secured and all visitors are granted access only through the main lobby with a visitor's
badge and accompanying authorized employee. Keypad access is required to enter the production area of our facility.
All internal servers are housed in a secure locked server room with separate keypad access granted only to authorized
personnel. Spoiled documents that require disposal are locked in secure bins, which are retrieved and shredded onsite
by Cintas, a secure document destruction company.
\. [)< '.=·crib,.: Iiiŵ' iHt).f,{ ·.·:: .s!...·citri(r J.'1·0:...\Ŷ(ln.··,:,\ f<-. ; • it,· frt:01'1n.•.niou t-.:/10(/ing; ,;1 ·.1·;;,_ŷ,.h. 1\1tli /c)l •. tt.:._ 1: :Ÿ:.Ź , °!ii, l
;,lr..r n/tuioo IJi ot;_·, .. :ti1)d ,·c,.g .. R.'3 ! /01:,_:.rl.:·. S.1.;('lll'-';. L:.. .. :rtftz". .. ·c1t/r;;,. 1 'f.•.: .. )?
Our network utilizes Smoothwall Firewall security appliances to keep unauthorized access from external sources.
Internal network access is controlled utilizing Windows Active Directories and employees are granted access to
specific job-related network resources using group policies. All users are required to update passwords every 90 days
and are required to comply with strict complex password criteria.
All of our servers and workstations are protected with the latest enterprise-level anti-virus and anti-spyware software
from McAfee, which is monitored daily. All email traffic is monitored and protected by McAfee as well.
In addition to ensuring the security of your data, we also have procedures in place that ensure our servers are available
and functioning, so that your files may be properly received and all electronic billing sites are available.
Server
checks are performed at the beginning and at the end of the day, as well as continuous monitoring of the electronic
billing sites at scheduled times throughout the day and on the weekends.
J Inform . a. tion \
. <Mim=;
City 0f %rprise RFP COS I '.i-0 i.?.
C0rr,p-:hc:11,;jy,, Tt\''.lSHry Sen i,x-s
1\s pi,'p:inōcl by I nfc·m1:1til1n Out:-,wsc.:. :: divi.•;k,,1 of St?.-n,.krd Prin, inŎr Co111;xH1j
30
! .. C·.,_҅.;·1.·r!\,: f..i\? .: .. /:.c;:1'}.J!/(·1,1 L':·::nctbl[lt.{:;҆ • .i/.i(1.' or:...҇ s:·it'J.i..:>;•҈t h_r 1./r:•,fij:n)i>r (h(· !.I'dilS,r:·;.·.s-sio;.; 1..-rl',I҉1-1:.- {::_.'r!:'i.' n /,;\
fi, if! ,;;J1-.1 th-.· C'ft)·. Dt::: .. :t'i/.h..' 1}.-1 .... ҊJ/.ic ;·tt;!,-i'fccnioh ('(.t.,-:r,?//Nti.,·?s lltnl at._' .ҋ;tJJJ.10; f, ·,"/ /:1· thi:·Ji;·:.1:.
For your convenience, data may be submitted via a secure FTP connection or via our secure customer portal on the
Information Outsource website. We support both SSH and SSL encryption. As a security measure, you will
receive a unique usemame and password that allows you access to only your own directory on the site. After
submission, data is immediately swept behind our firewall to a secure server on the internal network.
Upon receipt of the City's data file, an email will be sent to the City's designated recipient(s), acknowledging the transfer and
file name:
i
Information Outsource ackno,-iledges receipt of ABCFILE. iXi. The fjl,. ,.,,,,; received ?.t 02/06/1;; 12: 27: 37 AN.
Pls,;.;,; •,fo n,,t ,·,e;poM 1:0 ,hi; ,,.r. Ҍil as it is automatically ger,er,;,ted.
I·, l·J'I: ҍPҎ•tccic,,:,: yr:,ur bv.;:in-sss.,,
!nfc,r·rl'!ation Oi.rt::ourti.'
1.. ... - .·· - - - ----··•-•- ·•-··· --- - -- -- ---- ---- - ·-
Shortly following will be comprehensive reporting, which includes the following:
1.
Control Totals - This report shows the file name, the number of records received, the number of
statements to be mailed/archived and the total amount due per these statements.
! = @J
ҏ
------ -·---·-···-------·-·-- ----- - ··--· ··-· ---•···- ---· . ., __________ ,. __
,. _______ ,
H::1p
j
Information outsource
3540 w. Lincoln st.
Phoenix, Arizona 85009
i
control Total Acknowledgement
Job Nt11nber:
172127
\I F"•l 1:·a.%· email your acknowledgement that the numbers shown below are correct.
lt-1e wi11 not print your documents until we have received this acknowledgement.
i:-•1ease i11clu<le this .-ittachment in yotw ,;,cknow1edgement.
: 10 received data from you tcid;;:iy.
Data f,:ir this nm consi::ted of:
i=i1e Name
Ati(i:'lLE. TXT
Statement
count
23,690
Total
Amount
1,0Ei6,723.00
...
I
• I i
!-.·
:ti
I I
I l
..
2.
PDF Samples -These samples will be documents generated from the pending data file(s), so that you
may verify dates, messages and specific content.
3.
Suppression Report-This report is normally provided as an Excel document and enumerates the
records that have been removed from the mailing. The reason for suppression is included, which may
reflect credit balances, past due amounts that exceed a certain threshold, incomplete data records or
Cit_\ .:if Stu-pd:;,:;_' RFP CO''.> I S-0 i 2
C'('inp,·,·hcnsh e T1\:'.EltfҐ-· $,ґ!'\ ic:,Js
A.Ғ pr,.ғpat\:d b:,' lnfc,rn1,11ion Om.:,Olli\\Ҕ . .:-i .:.li•:iҕinn 0fSt:rndar.J Printint C,-:-mp;w)
31
other pre-determined criteria outlined by the City during the implementation phase. This report can
also show the customer name and account number, or any other unique information needed to identify
specific records. We are also able to sort by suppression type, or detail those accounts that will still be
archived despite their suppressed print status.
We ask that the City approves these reports and samples prior to printing and mailing your documents. After an
established process is in place, we will entertain a sign-off waiver that would relieve the need for approval, but this
would be only at the City's request.
The City may view and approve the above samples and reports via email directed to City contacts, or by logging in
to our secure online Customer Portal. Screenshots of this web-based application follow:
Welcome
You are logged in as
logout
'fhank you for being a valued Information Outsource customer.
Questions? Call your Cllent Specialist at 800-735-9515 or 602-352-2369.
Welcome to IO's Online Portal!
From here you can:
o Manage your lnstrts and Messaging
• View Reports
• View Live and Archived files
To beg1n, pfeai;e Hlect one -of the optlt1.ns below:
;- ----- ., 1
1··-·-··-•·· ···- ·,
r Upload F1ie_1
l. Manage .lobs ;
Chy uf c;urpri.ļe RFP CoĽ: 15-t) I'.:'.
Crnnµi.:-\1,>,1si·,·.; Tr,;t1i,wy Servk,.;'S
.\s r•cľp'->.rt'd h;· lnforrnation OutsourcĿ. :1 i:fr,:iŀ·.i,"'n l'f S::tmhrd Priu!'inf Com1\m)
32
.J Information,
Otitsoutt.e
---------/
You are logged in as
Malll P.!ill!t .,. Job Management
Return to Mam Pag"
Thank you for being a valutd Information Outsource eustomer.
Questions? Call your Client Speclalist at 800-735-95Hi or 602-352-2369.
! Manage Inserts 7
r···· ·-·· --·-·-·-·-·-·1
!. Manage Messaging_
Job 246822 (Final Notice.s)
Curren! Files & Jobs
.Activs Jcbs ;<l. Last 50 Jobs
'2469M • Muhiple iilt>s,
1
1
246956 • Mufti_ple files
12469,52 • M!:l!iple liie.s
j 24$891 • Mul!iple 11les
1 .246889 • Mul!iplt> 111es
\ 24Ϸ8&7 • Mt11iiple filϸs
--- ·- ---
··---·
l!ID J::17iJJfuW.!tlIT:&Y=:::; ; :- - ! =-·-·-..
·:-:_; J -_.
f Show m Details ;
i .. Joboiia,1sl
U";'L TRO€,AP.TX.1 • ri•:,.,,,.-d 2i9/2DlE, 12::,fH7 PM
DϹliY"r"d to USPS 2/10/W15103f12S .A.M
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-
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-
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H 0
'I
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j
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:i.
Li'i! ri.<· 1_vr,·s .md J;/1():J!l?ls ot'imnraw::: c1.•Jd bGnlin_:,-;- c,,n-fc'r,i_ r-'icasc t'1J,d1r1ri !ii f,';·;1; ;;ie._·ts th· C;;Ϻ· \'
Ff1.Jtϻli·1.1u::..·a/':i as o;tlf!;.,, ..... t.l f;; Seti.ion 5.2,S.3. 5 ... "'8.-l. 5 .. ϼ5i.5 . ._,'(1,.:f 5.?8.t).
Employees are bonded and insured and background screening and drug testing are completed prior to hiring.
Standard Printing Company also uses the federal work authorization program commonly known as E-Verify to
confirm that potential new hires are authorized to work in the United States. All insurance requirements outlined
by your Request for Proposal are fully met.
This does not apply .
. T.•:1iϽd t:'.:'l .. :· a cor:: · l?,.,. i .h._- h. 1nkϾs :.rh..>s1 1\ ... •c1:,;.lt i't.?/c fJ'/S r-.-s!Ͽi1,.i /:,i o(·c or1_/.J:/cL; 1 P/JJ, th1ЀЁ .Ђ;t.·d"Ѓtn,_ ,.:t on :_:.:/..-.uuf<J!'ttЄ- to.•
_ }l/,,:.s/:!liu;t rЅ'.-Ji!t-"(ІЇ!.:nr ·;n3 {/):Ј
1.-tE:) _.\() . .{(j (ti)r;ihЉrЊ,- /-i_!OiЋ'N (!';" 1hc S?(!!Cif.\';'/{ t!f'Ќi/1,!in'r:g /)/L.!};'1..-/,}i tls · ··o
,:.Ѝ J S'
'","O).:_/();· (:';z·1· Pi'Ot.,\.'SSЎ'.Џ1 a;· t:rs.!t,'!}/\' i'Clt!'\'•:1lt'! lt..J th,:: sА. { 1·f-!..\.' __ :: JN'( '>tes;::l rБ, th,-В:.f!;·n; ..
Information Outsource and Standard Printing Company have SOC 2 Type II certification, thus
upholding the highest standards of network and physical security. Our certification was
completed by Integrated Accounting Services. Though we are not a financial institution, we
have opted to participate in this type of certification to validate our business practices. We are
not a public entity and therefore do not normally publish this information as part of a public
document. We would be happy to provide this information to you in a more confidential manner
if you feel it is required in order to evaluate our proposal.
City of Sur:1tiГ<:: RFP COS 1 S-() i '.Д
('nn1pJd1l·nsi\·,:- Tr..:J'-.l,.ry S..:rvk..:•r.
\;Е r.,r-.:r,:,r,:.rl by li 1forn1:,.iion (),_HS{\lll'C·Ж- a dlrisior:. 0f SUlidard Fi'imh,:-; Comp,my
33
Tab 15: Implementation/ Conversion
I.
1'>r,ni.rfc. ,.' tic'f.-•1'/c,! {'.01i; d",:,/J,',' 11!- ! I ,:;I,' !,"(I.'; ,fii,,.-:i1.'t '·, .. , .,., <:i th:· pn>pO.F, J s . '; Tic'-.: G,cu;p:i !(' )'"),'(.- (1 n,-.
!
1( .. ,,r·.,: .. .' in .. !, ./1,' ill,. ó·,(,iJ;/ f,•,l /l t:,','.!h ,rl1ii11i..· /:1; 1/,1 (.1(i1/,i/;u// j[.'/1 / 1.f.-: :.'iliu.'1•'}/ (l,' Lff,,,•·,: rô·;,//,irt d /q· ,r .
( 'jn· .\ '-hl/i
Our approach is always to make a transition a seamless process for your customers, while requiring the smallest
amount of time from City staff. We understand that a disruption to your billing processes means a disruption in
revenue, and handle every implementation as a unique process.
Once awarded your business, you will be assigned a Client Specialist, who will be your onsite advocate for the
duration of your relationship with us. This individual will serve as a project manager at the implementation stage,
and as your day-to-day contact for ongoing business. This individual will guide you through the implementation
process, setting timelines, deliverables and expectations along the way.
We will first work with you to define the parameters of your job and all handling requirements. At this stage we will also
confirm the "look" of your bills and will ask for a test data file. Once all has been defined, we will get to work on producing
our first round of samples.
During the implementation period we will also produce the materials required for your mailings, included all pre-printed
forms, envelopes and inserts. The proofing process for these materials will be managed by the same Client Specialist that will
address the programmatic set-up of your application.
Our implementation process is on average a 25 to 30-day process and required staff time is estimated at 2-3 hours for the
whole of the implementation process.
Duri11g implementation, there are two sample stages:
Phase 1 samples are generated in our Development environment from the provided test data file. These samples will be
provided to you for review, and it is at this stage we make all necessary adjustments to your job. Once samples are approved,
we move to Phase 2.
Phase 2 is the stage at which we move all programming to our Production environment. A second round of
samples is created and submitted for approval, and rigorous quality control checks are completed by both
Development and Client Services. It is during Phase 2 that we would provide hardcopy samples for barcode
testing, to ensure readability for payment processing.
Once Phase 2 is complete, we are ready to move to live Production. At this stage, a meeting is held with
Development, Client Services and Production to discuss the live job and make sure all departments are on the same
page. When the first live file is received, Production and Client Services complete an additional QC process prior
to submitting the live job samples to you for approval.
At every step of the implementation process, our Development, Client Services and Production teams are
connected, minimizing risk and allowing for a seamless transition to the live stage. All work is completed onsite
by our in-house development team.
Prior to going live, we will discuss any questions your staff may have about the data submission and approval
process, to make sure they are fully trained our services and how to utilize the IO Customer Portal.
We are also happy to schedule parallel processing that would create PDF bill output for a live billing file, allowing
you to look through specific account information and ensuring that the bill output generated by Infonnation
., fn(onJ1_atio1/\
01ttsaurce
City uf Suqa·is,,· RFP COS l 5-0 I.:'
(c,1,tprd1,,.'J1Sh·e r1c:.''.\Sury Str\'i,:c:;
\t; prqĖ,·,1\';1 l•:y Infornviticin Outsem·('.ė- :, di\ is ion of Stmr.brd Print inĘ: Con11F:n:
34
Outsource mirrors that of your current vendor and meets your customers' expectations.
Preliminael Discussions
Implementation Planning
Develot:1ment
Phase I
Develo[!ment
Phase 2
Production
Go-Live
Implementation Planning
The following is what will occur immediately following your decision to work with IO:
• Introductory call from your Client Specialist to discuss the implementation process
•
Technical call, which is designed to:
•
Introduce key contacts
•
Confirm key aspects of the new project
•
Discuss technical & logistical questions from your IO team
•
Address timing for implementation and go-live
•
Delivery of FTP instructions and Scope of Services
•
Delivery of Project Plan with outlined implementation tasks, deliverables,
milestones, timeframes and resources
Development: Phase 1
During the first phase of development, the following will occur:
•
Your requests and instructions will be researched by 10 Development
•
The report form for your job will be built and tested by IO Development
•
Phase I samples and beta site will be created in the IO Dev environment
•
Phase 1 samples will be sent to you for feedback and approval
Development: Phase 2
Following your approval of the Phase 1 Development samples:
•
IO Development will move your job into our Production environment and perform a
battery of quality control checks
•
Phase 2 samples will be produced using test data in our Production environment
•
Phase 2 samples will be sent to you for final approval
Production: Go-Live
Once you approve Phase 2 items, we are ready to "go I ive". What this means is:
•
Production is ready to receive your live file
•
A final series of quality control checks will be performed by Production and your
Client Specialist during your first job
•
Live job samples and control totals will be provided to you for approval
•
Your documents will mail for the first time
li!litii&
i!&ii#§frb ta&WBllist#&i@J##ittA&¼ iM6iWH4¥ &
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W&hiiii
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fi °;ii} 1;iil:"' b .... ' Fi..'.±f}Di).²·!l•l³´-,/ih' (,'Dflr /inrrrh1g tlr: .. : fiy1_i]·:J!/1')/: J(N' .[!r!_, .. /; t'!f'ih,; fh'()j)U.'ii.\! ,..;:,'rr!l.i.:S? It{.' COJ'P:-µ:r,i¶)n
/1:f_r•:'ii f.::.' lf)L1(/, /;0·¸1 1:·i!l t,!.,-.! c-!,.r ·s :.?¹;(..'l)Hi}t be Ji•t111si1h.J1J,, .. .:-rl f(, ,l.1º.: (;!l_»Oh-/g e/j,:rt S-:i1 1·,·lL,ic !.r:,Jl;lJ.·)
Information Outsource approaches the implementation and ongoing management of your business as a continuous
process and your implementation Project Manager/Client Specialist will remain your contact for the life our
partnership. We do not tum the business over to an account management team once the implementation is
complete. We feel that the intimate knowledge of your business we learn during the implementation process, as
well as the rapport we create, should not constitute a learning curve for a new set of customer service contacts.
Your primary Client Specialist will be your point of contact from day one, which means you have a knowledgeable
advocate onsite that can lead you through implementation, help you to make educated decisions and work toward
CiƧy ot'Sm·pri:;;;! RFP CO:St:'i-012
C\ƨ:n;,relhi.ilsh l! Tr-Ʃ:'1-3!11'.\" $('1'\'ki:'S
\s pi.\ƪpar,(\ by lnfr:nTnaik•,i Out::,w.rc,ƫ, ;;! dirision of'>l,in,fard Prii11i1tG Cc,mi'Ƭ'Jl)
35
long-term goals. A secondary Client Specialist will also be assigned to your account, should your primary contact
be unavailable. Within our Client Services department, we cross-train all specialists so that your needs can always
be met quickly and thoroughly.
It is not anticipated that any training will be required, but our staff, specifically your Client Specialist, is at your
disposal if questions should arise.
, Inform_ lition \
Outirmire/
Ch) ofSurpri.-.-.' Rf-P COSIS--01..'
C, ,mpr,:hs:ri.;1YĄ Tr,· . :"ltl.Y :3,·!'\'k,:·,
,\f pr-ą1J,H\·d by lnforn,Jlion Oub('l!i\.'? . .:-i di,i,,k1a of::-ta,1tb,·d Printing ( .:1rnp:;11Ć'
36
-' Inform. ation \
. Outsourc1/
Tab 16: New Services & Ideas
Share My Stamp
In addition to printing and mailing your documents, we would like to offer the City a unique revenue building
program titled Share My Stamp™. This program is facilitated by Standard Printing Company, and is designed to
promote local businesses and allow them direct access to City residents via their City services biH.
City businesses will have the opportunity to include a coupon, discount or incentive in the City's bill at no cost to
the City. Coupons will be professionally printed onsite by Standard Printing Company and included in your bills
without impacting your postage costs. Revenue collected from this program will be used to either offset the cost of
printing and mailing your documents, or paid directly to the City for use in other areas.
Our primary goals are to provide an additional revenue stream to the City and to provides an incentive to residents
to shop locally and therefore return revenue to the City. All areas of this program benefit the City and do so
without any additional cost. All aspects of the program - from contacting potential businesses to creating the
coupons to printing, inserting and mailing - are facilitated by Standard Printing Company and Information
Outsource.
The success of the program is based on the ability of Share My Stamp™ to create value for City residents. By
building value in the offers, the residents will reward the participating businesses with high coupon usage, which
will in turn drive up the value of the available space and increase the City's recurring revenue.
The Share My Stamp program may be utilized independent of a print and mail contract with Information
Outsource.
We currently have a successful program in place with the Town of Gilbert and would be happy to put you in touch
with our contact there for you to learn more about how the program works and the benefits the Town has seen to
date.
Policy Creation
We will work with the City to create a policy conducive to protecting City interests and those of your residents. An
example policy as constructed by the Town of Gilbert is available upon request.
'j
J>it·a\:... ,lJ/Y'!1it:!e .. .11.¨1 a1,-,-?1fftio_;!·tt/ .infi.Jr1.J1,.Jtif)r lh1·11 _1•r:1f bl. .. Jicr,:· tu h©) JJ1..\··1hi<1ii"i bNt lit}l ,ª,'fh.'cf"/}('1tl(1 rL',.j-'r(·sr«_--t !
el.,c:l·h1_'r:.' iu tl1e /{_Fl).
· , /nfo,mat,.·on \
.
Ozif,(1(17ce I
Cit) of5urpfr,.;; RFP COS i:--OL'
C\:•n1prchfn-:i11.: Tt\·,.1'.;LH:,· S-:·r\·k,:c•
\:, prrp::-ired b:; Inforrn.1t:ion 011t:-(,U1'CC. ,, dh·i,:ion t>fSund,,.rd Pt'ir,(i, .. ((:irnpJn:
37
Parameters for Printing and Preparing Bills
As part of the original Request For Proposal document, Table 04: Parameters for Printing and Preparillg Bill:,·
was included. We would like to address these various practice areas and provide guidance as to how to maximize
efficiency and institute cost-effective best practices.
a e
:
T bl 04 P arame ers or rmtmgan
t
fi p . .
dP reparmg B'll
I S
Print Parameters
Number of cycles per month that bills are
generated for printing and mailing
Volume of Bills
Daily Transmission Time of File
Data File Transmission Method
Preferred Time from Transmission Receipt to
Bills in the Mail Stream
Average Number of Pages per Billing
Portrait or Landscape
Simplex or Duplex
Color
Bill formats/templates
Minimum Number of Insertions with Bill
' lnformatfon \
- Ouf,r,(m;el
Ci.1y ofSuqxis,· RFP CO·315,01.2
C r,mp,ŤhensiY.:' T1-._\)$U\'} S,:·,:ť ic,;Ŧŧ
Description
This is at the discretion of the City. We have clients that opt to
transmit data to us daily, and others that are broken up into one or
more cycles per month.
45,000 per month (per the City)
Our standard timelines dictate that receipt of a file by 8:30 AM
local time is preferred.
Information Outsource accepts data via our secured FTP site or
secure web-based Customer Portal. Our sites are available 24
hours a day, 7 days a week to receive your files. City staff will be
fully trained on how to access our site and submit data, as well as
how to review the provided reports durinţ live iob processing.
Our standard timelines dictate mailing of documents within 24
hours of file receipt.
Most municipalities have a large concentration of single-page
bills, however, we are able to manage multiple pages with ease if
recrnired.
Portrait bills are the industty standard.
Duplex (per the City)
Based on the ct11Tent look of your bills, we would recommending
pre-printing all static color information on the bills, with all
variable elements printed in black ink. Our pricing proposal
reflects this recommendation.
Your bill will be completely customized to your specifications.
We are happy to mirror your existing bill, or can make
recommendations as to how you might make better use of the
space allotted. Please see the provided hardcopy samples for
examples of layouts our current customers have opted to use. We
will work with yoti to determine the best layout for your bills and
can design an entire new bill at your request. There are no
additional charges affiliated with design services.
It is assumed that a remittance envelope will be included with your
mailings. We are able to selectively utilize this envelope based on
customers that are enrolled in an auto-pay program.
A:, pi..:p:m:d by Info; mai"i011 Out<otn·,.:t\;; di1:ic:i()U nf 5LiiHbrd P1·i 11dn.1 ( ornp;my
38
Number of Additional Inse1tions per Bill or
Notice (i.e. How many different additional
inserts could be managed through one month)
Paper Stock
Paper Size
Fold Specifications
Remittance Envelope Size
Samples
We are able to manage up to six inserts with a given mailing.
These can be modified during the course of a month if necessary,
giving vou unlimited flexibility in your customer communication.
24# perforated white stock is the industry standard, particularly for
our clients that utilize a lockbox for payment processing. The 24#
paper weight is normally dictated by the lockbox provider. We
recommend that a pre-printed stock is utilized to take advantage of
some highlight color and logos, while still offering a cost-effective
solution.
All materials, with the exception of inserts, are billed as used
versus an upfront 'pay in full' charge. This is advantageous for
budget purposes, as it relieves the City of financial responsibility
for stock used by Information Outsource during the initial
implementation and any other scenarios that require sampling.
lnse1ts follow a different course, in that they are printed in
advance of your file and the number of required pieces must be
estimated.
Your inventory will be managed by our in-house inventory system
that tracks usage, reorder points and order quantities. When it
comes time to reorder, your Client Specialist will contact you at
least 45 days in advance to discuss any required changes to your
materials prior to placing the order.
8.5" x 11" is the industrv standard.
Bills will be "Z" folded for insertion and inserts will be "C" or
"letter" folded.
Standard #9 sized envelopes are the industry standard.
Please see the following hardcopy samples so that you may evaluate the quality of our proposed materials.
Included in this sample set are pre-printed forms, sample printed documents, envelopes and inserts that have been
produced in-house.
Red Flag (Privacy) Policy
PROGRAM ADOPTION
Standard Printing Company DBA Information Outsource (SPCIO) developed the following Identity Theft
' fQformatioy,
•
01fitrmrre. ·
.
.
.
Chũ. ClfSnrpri'.,-Ū RFP COSlū--0i:'.
(',)irtprch,:·n-:;i\ ,.,; ·1-1\.·:,sury S,;rd<:,\Ŭ
\:,; p1·0pred bŭ- lllfornvition Oubourc,_:, ;i ,fo i•,k;n nf Ů,im1,.brd Prir11inů Cum1-an)
39
STATEMENT
ACCOUNT NO.
SERVICE ADDRESS
BILLING SUMMARY
USAGE HISTORY
Pay Your Bill Online at
www.lnformationoutsource.com
Or
By Phone (800) 735-9515
-
1,•=c.,: -
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..., ·-VlJ L.,_J
INFORMATION OUTSOURCE WATER COMPANY
3540 WEST LINCOLN STREET O PHOENIX, AZ 85009 e www.informationoutsource.com O (800) 735-9515
Please Conserve Water!
Ploase Detach and Return wllh Your Payment to ensure Proper Credit
:;·
r
INFORMATION OUTSOURCE WATER COMPANY
, )n'gf
3540 WEST LINCOLN STREET
PHOENIX, AZ 85009
ACCOUNT NUMBER I I
SERVICE ADDRESS
BILL DATE
• . .
"-"·"'•1"""8'"'9 AMOUNTENCLOSED
I$
STATEMENT
ACCOUNT NO.
SERVICE ADDRESS
BILL DATE
DUE DATE
123.01
1234 Highland Ave
09/30/2014
10/15/2014
BILLING SUMMARY
METER READING DETAIL
..
,
Previous Balance
20.25
09/01/2014 09/30/2014
30
0
Payments
20.15CR
Adjustments
.00
Water
17.75
City Tax
.53
County Tax
1.30
Surcharge
.02
CityFran Tax
.36
Pay This Amount
20.06
Water bills are the responsibi ty of the accoun o er s .
If this bill is not paid within (10) days after the original due date, service may be
disconnected. A reconnection charge and applicable late fees may be added and
collected prior to reconnecting service. ÍDisconnect date shown DOES NOT
supersede any prior disconnect notice.
WE NO LONGER ACCEPT CASH FOR PAYMENT!!
To keep meter easy to read please keep
easements clear of all weeds and trash. THANK YOU
For water emergencies, including water main breaks, broken
pipes, power outages, etc. please call (555) 123-4567.
(I)
C
USAGE HISTORY
200-------------------,
1501.\----------------------j
.2 100+-----------------------1
50-!-----------------------,
l',
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i:;
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Pay Your BIii Online at
www.informationoutsource.com
Or
By Phone (800) 735-9515
• ,iaj -
I
,
Pl.;i}t
,
I 1
••
L___J
-----·-
·-
INFORMATION OUTSOURCE WATER COMPANY
3540 WEST LINCOLN STREET• PHOENIX, AZ 85009 • www.informationoutsource.com • (800) 735-9515
Pfease Conserve Water!
./nformatiov INFORMATION OUTSOURCE WATER COMPANY
Outsource
3540 WEST LINCOLN STREET
PHOENIX, AZ 85009
-
........... --
Make checks payable to:
INFORMATION OUTSOURCE
11l111111l111111l11111•111l1111,l,1111•11111•11111111llll11111111
JOHN Q. PUBLIC
1-43- 1
4567 ARIZONA BLVD
YOURTOWN US 12345-6789
Please Detach and Return with Your Payment to ensure Proper Credit
SERVICE ADDRESS
1234 Highland Ave
ACCOUNT NUMBER
I
BILL DATE
I ..
123.01
I
09/30/2014 I
10/15/2014
AFTER THE DUE DATE
..... 0
I
AMOUNT ENCLOSED
$20.33
I
$20.06
I$
, 11 ii" 11 l'I ,,, 11 I• I 11 I I II I• JI •111 JI 1111I 111,Jill 111 If hi 111 ii •I I
INFORMATION OUTSOURCE
3540 W. LINCOLN ST
PHOENIX AZ 85009-2601
1
Prevention Program that complies with the Federal Trade Commission's Red Flags Rule. This program is a key
component in our SOC compliance, and furthers our commitment to customer privacy.
PROGRAM ELEMENTS
Under the Red Flags Rule, SPCIO is required to establish an Identity Theft Prevention Program tailored to its size,
complexity and the nature of its operation. Each program must contain reasonable policies and procedures to:
1.
Identify relevant patterns, practices and specific forms of activity- the "red flags" - that signal possible
identity theft
2.
Incorporate business practices to detect red flags
3.
Detail the appropriate response to any detected red flags to prevent and mitigate identity theft
4.
Ensure the program is updated periodically to reflect changes in risks
IDENTIFICATION OF RED FLAGS
In order to identify relevant Red Flags, SPCIO has considered the types of identifiable information it processes and
maintains.
Data Security Measures
To protect the personal information we receive, SPCIO uses data security measures designed to guard against the
loss, misuse and alteration of information. SPCIO uses secure processes to exchange data between SPCIO and our
clients, and personal information is destroyed through secure processes when the purpose is fulfilled for that
personal information.
Data Collection and Display Methods
SPCIO offers a secured connection to our FTP site for the delivery of all client data files. Consumers have their
own unique usernames and passwords, which allow them access to their own physical and virtual folders on the
server. Personal information cannot be altered because it is delivered as a read-only file.
When our existing clients access our site, personal information may be exchanged through secure measures.
SPCIO will retain personal information collected only to fulfill the purpose for which the information was collected
or as required by applicable law.
Use, Retention and Disposal
SPCIO limits the use of personal information to the purposes for which the individual has provided implicit or
explicit consent. The company retains personal information for only as long as necessaty to fulfill the stated
purposes or as required by law or regulations and thereafter appropriately disposes of such information.
The company has established policies regarding the collection, use, retention, disclosure and secure disposal of
information.
DETECTION OF RED FLAGS
SPCIO properly trains its employees on the recognition of the various red flags as pertains to their specific area of
work. Detection, communication, follow-up and the implementation of additional security measures are the
responsibility of our individual employees, but the Chief Compliance Officer is responsible for ensuring the
completion of all tasks.
Personal information (i.e., information that is about or can be related to an identifiable individual) is collected,
used, retained, disclosed and destroyed in conformity with the commitments in the company's privacy notice and
with criteria set forth in Generally Accepted Privacy Principles (GAPP) issued by the AICPA.
J Inform_ a!ion \
. <Mrowo/ Ch,1 of St!rpri:ie RFP COS 15-0 ! .:
C0n,prd•,Ɖn,;h 1; "1 rc;,,:;ur,, Si!n-·i.:c:!:
\s pr,::p:u·-.d Li;- lnfr:mrnuirni Oui:,t1m-:,Ɗ. ;\ dh i,;ien 0t Sr,-mda,·d PrintinƋ: C)TTlj',llf;
40
SPCIO reviews all company policies and procedures annually. SPCIO also offers annual training on Service
Organization Controls (SOC) under the direction of the Chief Compliance Officer. Attending employees are
provided with a document they must sign, indicating their patticipation in the training and acceptance of the
company's privacy policies. A copy of this document is kept in each employee's personnel file.
IT System & Network Access
VPN connection is terminated after 30 minutes of inactivity, and all internal computers have screen savers that
activate after a maximum of 5 minutes and require user passwords to deactivate.
Customer data is ultimately mailed in hardcopy to end users, or made available via the customer's Electronic Bill
Presentment site, which is hosted by SPCIO. Express approval of each individual data file is required prior to
mailing and/or uploading data, or a sign-off waiver document is retained as blanket approval for all outbound end
user data.
Sharing Personal Information with Third Parties
SPCIO does not sell or give personal information to third parties for their use for purposes unrelated to SPCIO
without permission, except as noted in our SOC Privacy Statement or on our websites. SPCIO may disclose
personal information as we consider necessary to comply with the law or requests by governmental authorities, in
connection with litigation or dispute resolution.
PREVENTION & MITIGATION OF IDENTITY THEFT
SPCIO's Development team is responsible for following best practices for securing information and for making
recommendations to the Chief Compliance Officer as to how we might improve our program.
Identity theft is prevented via the following methodology:
•
Secure FTP site access and the encryption of data
•
IT access is allowed through network controls to allow only authorized users to access sensitive data
•
Windows Active Directory is utilized to control access, and employees are granted access to the
network by using unique assigned network users in the Active Directory.
•
Network users have access to only the data that is required by the employee's job description. All
network users are required to use complex passwords, and required to change them every 180 days.
SPCIO is thoroughly committed to the privacy of our customers.
SPCIO provides outsource solutions as well as custom document design, display, and printing at the request of our
clients. SPCIO fulfills customer requirements that ultitnately drive custom solutions while reviewing sensitive data
within secured information technology network systems. SPCIO continuously reviews and deploys technology
best practices to design and implement appropriately secure systems applications environments. When secured
systems are developed, our customer data privacy is a key element in system design.
PROGRAM ADMINISTRATION & UPDATES
Responsibility for developing, implementing and updating this program Jies with our Chief Compliance Officer,
who is responsible for the oversight of all policies and procedures relative to privacy practices.
SPCIO annually updates the SOC Privacy Statement to reflect company and customer feedback. SPCIO also
trains employees annually on Generally Accepted Privacy Principles and SOC guidelines.
City ofSmpriƇe RFP COSl5-0i:2
(\Jtup1ƈƉlJ..Ɗ11 Ƌh.;.,.ƌ ƍ[r,2ti:::nt;: S,;1·vi;>Ǝ:Ə
\:, µ1-.:'pJr,xl by lnfornuti0J1 Olltsorn-ce. ;:i cliyi,;i,•n t•f St:mchrd l\:i,.-Jfog Company
41
.J In.formation.· .. \
.
Outsource;
Tab 17: Sample Contract
1.
J>r£ ,r i.o',:: t:' .'-ϕtf·.:,:iJ/.ϖ- <;r 1/1:.' .i':!.1-·c.1rϗrϘ· ϙ- 1
·, / ,::1J.:; fi'i.J=:.l_tl·-.: .rv, {j hϚ; , ; r \· ,.\'(' i -yfr:· . 1 •
• (·1-.... ! 1 !,.!.. .. ··1 ·;o p; vvl: f.ϛ Ϝ·:v1;i._·-; £_);' f!! { or\ i.ϝi ·
tlocr':'!t.- 1.;}-· ///, n ):.Ϟϟ-Ϡ "J :'. ) t\: ... :..·.i':/if,:.·, l\ϡ·1:/ ·_,,1 . .'Ϣl /iJ:"(j J°Cft:·f':..•:I ff" 1/:.: l ϣr,·Ϥvi':Jr._1; 1 ... :-t n\:· .ϥ:1.:, Tle:·--\· ;·, ·quϦ:·.:·11·,rf .:.,: //,: s .i"R.[i>
j r:·:!! !ϧif.-/Ϩ-ϩ i..'l.-\ ',' r !r.L.::un,. :rd S .J':_")'\. r Ϫ
1U,. ;,'« / (),'. fi!(:'0//'0i'(fli,_ "< / il!!(J t lL «:,.·o;,.-f (, .,ϫ '('!: :x;r C :.'d. ... i_;_,,Y,
Information Outsource is a leading provider of utility billing services and the integrity with which we do business
is evident in how we approach your business. We do not have imposed contracts, as we know that the best way to
retain our clients is through service and ethical behavior. We respect our client relationships and honor our quoted
prices so that you can accurately plan your budget for the fiscal year. With every mailing, we have our clients' best
interest in mind, and serve not only as a print and mail facility, but as an advisor and sounding board. We are
happy to sign a contract at your request and would ask the City to provide this required document.
It is ;.-?:Ϭ: (.'Jty 's t/1f:.;'itl to h,:.c·,)l']"!O/'d/;: t/.t' }ϭ(·qurϮst_j;.>;· }\1 'OJJOsa/ {};•/ti _}'i,):.'U' t.:l'i}) 's _(!FO_,nos,.;! f \ ... "Sj.JIJ';;S-;,.,' uϯ· j.\."J,.-'.1 (!l
i!/..· oi-:.Ynll ,:.,J;;l/'(1,:r. Jd,·u/1· r:ny sc,:tio;1ϰ ofra'ti'.('i oposol tfioi' ym: .. : odd ilC' t:::, >lL· !o i:.·.:o;-porm.' f;::to ,;·
.:.\>.·,•11a1.•.1 ,j !i,\ !/:,:! (ity n,;d ϱ·:,T!· r.ii1 i,•/;y. lt is ,/0! i.Jc·r.-.:f.•i(!bk fj) ,•;-cfuJ: d: .. · ϲ,,;,,r·•·.' r1·1>poϳ·, rl.
There are no portions of the Request for Proposal or our response that we would request be omitted from the
contract.
Cit) of Sn.rp1i,,i RFP COS I :i .. Q I'.'
C\AH(_':i\:hc·nϴ;iy-.ϵ .. fi\:':.·϶.sPJ(\' sϷ:rvic·ϸϹs
\s pr1::r.ir,:d by lnfN1n.:1tlon 011t-:Q1n·ce •. 1 dh isk.,il of '.Ϻl:,nd:ml Priniing Comvm)
42
J Information \
Outsourc1/
Tab 18: Pricing
{, i':,· t/'". ... (.,i:1.r. 'i ii·.·'t:,.'it'l tc (,/! i [;!';· { t'/,·,. (:(P:t. i', ;.:·:ҏ,;}. t();' (!?? hd, ia/ s..._·)\.',:,"!i · .r• .. "r i..._,cf ·n·r..:1 : ,i1,: or··tf(};; !O ;· • .-;.\(·",:' ir • .:'01 J 1! ';J ,'.,
1 J
,·!oҐ(!f/iu;u.t./ .. ":··. -:·cґ:.r;· p.:.·; ·.io;_/Ғ-;. (.)/?·; ғrt)?·.·· l.1i!lS! n\1 t: Ҕ:· /o,/l:r t·on/r/_ iҕ_•, jҖ\".sҗ f(),Ҙ .r /i··c. ti: ;.;r_ ;tr._' yҙ_/:; Қ"· {/'t/,iқ ( Oi/: 1'(.;,__Ҝf D; · h: ;,:ii'/.:s
10 tc;· ... sL :'l .. ''. tc:_· 5-.:/,cl .r.ҝd_: ,::;'i::r ti\:.: f., 1iti,;?,fh\· J;: ... ·1t .Pi Ҟ,·io: !, t'_:" 1;·iust giҟ· .. : 1rrf;1L. n J;o/fc,.- to ti>:' C iry 9tl '-f Ҡ-rs .f,:
.. 2-:lr-dN1...-'·1 . t?/ .. ·!J ;_ ,,. /,ҡ·-, · ._Ң;\,:,,\:(-. .• l'.\ -ң: h?ro· 1\: (Ҥ/,-, 1::g;_ ·ti u:ҥ.Ҧ,· o.: ri;·t· cot!ti•, ;·{'l O?lf lh· ,.T/:':?f'V 1..1, -yt...,
1
•
•
The;;,.: /c:ҧ·Ҩ·i :·o ,?
5;,dҩ/c1:/ !O l\./1;(}/.i.•ItiҪҫi.• •.!i;) (Ҭ?P;'t•',\'!! l)' 1h:" (.·fl}' 1:"i)ҭ! !}i,-l,1.# it!)/ crcҮ-1 ... \•/ t/1.t ::!f:iU:. 4 ('0.HSf!rl,\'f /1i'ic.-.: f:1ү!.'Y-/:'i·l,·.:,it
rtҰJJ_f. . {J.l(>r r.i1.: - nfo"li ;-': \C, ·;•:fұy. ·:·r: ·rrt-.!/Jlc ] _,., _,r\1urlt , ri.·tif/11:_./ .. r:;_i,:•io,l.
We normally do not revise our fee schedules during the additional term periods unless an increase in paper
costs warrants a material cost revision. We do not anticipate any increased costs for the 7 years affiliated
with the initial and extended terms.
This does not apply, as we are only proposing for a single Service Group.
3.
Dc,w.';·il-2 1/;,_· b;/lf1,g prc,.Y:,s,tc'i' ,:a._·/t ofth.' ,\.T;h•,:s Gtm,r, th· Of;:: .T'i' h:s {'i'Opos:<l. J,;d;r:iҲ i:,, ti:!·,).<· ot
/:.il/i;,g e;:clji C:Jl'l'ii,ҳ)' i.'i-·. Cf(v is ,'Yt:,:d.'J to p,;yfi:v Sc'ffi:XS.
We are able to bill at your requested frequency, which can be weekly or monthly, depending on your AP
requirements. Monthly invoicing s always completed by the I 0th of the following month at the very latest, and
normally can be expected by the 5th of the month.
The City will also be provided with a Production Report with each invoice, which details the materials used with a
given mailing, as well as the number of documents mailed, multiple-page documents and inserts employed. A
sample Production Report follows:
, Inform. ation_ . \
_
Outiouo/
Cit:· •>f SHn.1ris..:, Rf-· P COS i 5-0 l 2
Compri:ih'n;;i,-.: T 1\,<1,;rn-y Suvk,·s
\$ pfq:<ired ii:- l1iti·,n1!;1ti('n 01:t:<mrc,·, Ҵ- division <.'t ҵt111;brd Printinc: (\"'mҶ•:lH\
43
J Information \
Outsour1/
PRODUCTION REPORT
For: TOWN OF ABC
Dale
Cllen!
Records
Received
Addresses
Verified
First
Page
Imaged
Job Number: 172127
02/06/2C)5
23,690
23,090
23,690
4001741
23690
10002:
23690
10001 I
21690
A05625:
23690
50028:
0
S0017:
0
10003:
Add'I
Tola!
Pages
Sheets
lmageel
Prinled
Ciicks
23,690
23,690
Envelopes
02/06/2015 through 02/06/2015
Inserts
Bre
ser are
21,690
S!aUc
Selecliva
Page
Sreak<lown
1 pg -
23690
A comprehensive postage report also accompanies each invoice, which details the number of pieces mailed at each
pre-sort postage rate, and the total amount of postage used per mailing. Postage is paid directly to the US
POSTMASTER and we apply postage from your account with each mailing. A sample postage report follows:
J
. . /nfonn.at!O
)
.
autrfJ11rc1
City nf <:;urprh·? RFP COS I :.-(l 1 ;.
Comprehi:'nsivc TJsmy '.3\:nic,.:c•
\:-; prepctreu by f:tfornntiv11 011:,;onrcc, ., ,Ji,, i::ion ,)f St:1nd:ard Printing: C t'nipa!l)
44
'In)
J Information \
Outsour
3540 W. Lincoln St.
Phoenix, AZ 85009
CLIENT:
TOWN OF ABC
CLIENT ID: ABC
CUSTOMER PO#
PAYMENT TERMS
CYC 09
Prepaid
POSTAGE INVOICE
INVOICE NUMBER:
94011
METER DATE: February 6, 2015
PROCESS DATE
SALES REP ID
Feb 6, 2015
CSR
QUANTITY
ITEM
DESCRIPTION
AMOUNT
22,505.00
1120.00
65.00
-----?-,
, _ .. --
. 381
.406
.435
JOB
#
17212"/
QUALIFIED POSTAGE
QUALIFIED POSTAGE
QUALIFIED POST.AGE
TOTAL POSTAGE USED
Ch: of urrrise RFP COS Is .. {) J:.
C'orttprd-1.n:fr,e fi',:•,1,-:ucy Svn k..:s
8574.41
454.72
28.28
9057.41
\s pr0jJ'lr,d b> Irrfonn.,lk'I, OttL'.<.'lli'•-. ;! di\ i:.:inn ()f Sttmd:ml Printin; C('lllpn.n:,
45
J In _ fo_ ri_mati_on_· \
, Outsourc1/
Tab 19: Sub-Confracting
5'nl,:.:..·c1:-.:·f:-•t:,Ű::'01·:; ;,;::::)· r:: ,1i·s .. ·P /t) /1-:.'('/bi·t_:;' )!';,)rk lf:}:;/1ű·,.: !lit? -lrl·L--;,:_·,rn,:,Ų,1fų .{/th .. f';',!j'SJ:;_ f' intŴ'iJ;}5: to /:':li..-'
ŵ;:,,_,:bcviŶ·;.,, ..-.: . ·/ors. lh ŷ
1 1°f',)J ,Ÿ:}S:_:1• t/hS.t f ·?i .. ,.,.-Ź•i/j- i; t th-:.) 1J)1Y.1/ ;oi:of tli:: Ntun-. ·s t..>:' 1 IJ. · srt!::.,·u ... :t:·d .. :fźF·t , . .-.d t/!--.Ż· J.107 tio,·1,.:..· .f.{_j'
t/f.. :t'(li1 •;• tl2,:· s.r1l·cur.1/1·1.Y:;ir:'S ż:·ilfJ,,_·;/Ž:,-·,·1.1.
It is not anticipated that any sub-contracting will be required to complete the services described in our proposal.
Payment Service Network (PSN) is a partner resource, but a separate service agreement would be signed directly
with PSN if the City opts to utilize their services.
J lnformatiož-- ) \
Outr/J11Ta'I
('ity ut Surprise RFP COõ 15 ,0 i :ö
Cowprd;,÷nsi\',; Tr..'aSlll';, Sen·k,:s
·-\i, pt-,'\•ur.-:,d b'. lnforrn11.ti1:in Ouholl!\',:., ;, dh'i·-;ipn c1f Strn(b\'cl Printing (();1ir;in;1
46
Tab 20: References
.J Information · \
Outsourc1/
Under Tab 22: Attachments, please find completed Reference Forms for each of our provided references. We
grant our consent for the City to contact the following references for purposes of evaluating us for this Project and
acknowledge that any information obtained from said references will not be disclosed to us.
References further outlined in Tab 22 are:
Town of Gilbert
City of Tempe
Cucamonga Valley Water District
Ch: .:lff::i:rprbe kFP (OS 15-0 l.?
Contpr.:·h,ćnĈb.,., fn:;an11'} S·;;tvkeĉ:
i\s p,\:p:iro::-.l by llĊfċ)]'nuti0n Ou1s0urc.,:. ,1 rlivLicm of St:md:iccJ Priuiin:,: C0mrt:m)
47
Tab 21: Exceptions to Terms & Conditions
Information Outsource accepts the terms and conditions set forth by this RFP.
City r>f ,;,nrpriÈe RFP COS 15-t) l 2
C'c\É·1l1:,r(.•\t{_:11si\ t· ·Ti\:'t!SUi')- Ê;c1·\·i.;Ë:.:s
.\Ì; p;,:p''irÍd :,Î- Inform1tion Oub0111\·,.Ï :.i di\bi-Ðn ofSt:111d;ird Pl'intfo.g ((iri1p:i.n;
-' Info _ rmation \
Outsourc1/
48
Tab 22: Attachments
Attachment A: Refereuce Forms
Attachment B: Receipts of Addenda Form
Attachment C: Affidavit of Non-Collusion Form
Cit:'. d Surp,•i5:.· RF r COS 15-0 i 2
Cnnipn.:lwnshe Tr,::,-:ury S;·r,;i1:,:s
:\::, pr,,:,p:ircd by lnfirrnadnn Out:nt•(c•.- di.viskn ofSv:tnd;:rd Prinlin'.,', C('lll]UH)
-' Information \
Outsource;
49
.h
SURPRISE
.\RIZONA
Attachment A - Reference Form 1
City of Surprise
Request for Proposals
Proposers shall complete a Reference Form for each provided reference in accordance with Section 4.21 of the
RFP.
1.
General Background
Name of Client:
Number of Employees:
Address:
Project Manager/Contract:
Phone Number:
Town of Gilbert
1,200
90 E Civic Center Drive
Gilbert, AZ 85296
Leslie Nieves
(480) 503-6801
Operating Budget:
$61 SM
Title: Utility Billing Supervisor
E-Mail Address: leslie.nieves@gilbertaz.gov
Summary of Project and Current Status: The Town of Gilbert has been a client since 2001 and we were re-awarded
the Town's business through a public RFP in 2012. They are a cmTent client.
2.
Project Scope
Since we began working with the Town, we have guided them through two separate billing system upgrades, which
required Information Outsource to work hand-in-hand with their software provider to understand the nuances of the
new system and to coordinate efforts. New printed output accompanied their system changes, and all transitions
were made without disruption to their live business. We currently print and mail the Town's utility bills, shut-off
notices and collection letters, which totaled 833,000 mailed pieces in 2014, in addition to hosting and maintaining
an electronic billing site on their behalf. The Town has also implemented Share My Stamp.
3.
Project Information
Total Project Budget:
Project Start Date:
Yearly budget= $100,000+
2001
Comprehensive Treasury Services - Forms
Project End Date: No projected end date
RFP COS16-012
a4 ...
SURPRISE
AltJZON,\
Attachment A - Reference Form 2
City of Surprise
Request for Proposals
Proposers shall complete a Reference Form for each provided reference in accordance with Section 4. 21 of the
RFP.
1.
General Background
Name of Client:
Number of Employees:
Address:
Project Manager/Contract:
Phone Number:
City of Tempe
1,500
90 E Civic Center Drive
Gilbert, AZ 85296
Tarja Nummela
(480) 350-8637
Operating Budget: $444M
Title: Utility Billing Customer Services Manager
E-Mail Address: tarja nummela@tempe.gov
Summary of Project and Current Status: The City of Tempe has been a client since 2013, when we were awarded
their business through a public RFP. They are a current client.
2.
Project Scope
We mail the City's Utility Bills, Final Bills and Notices on a daily basis, as well as their Tax Account Statements,
Privilege Sales Tax Returns, License Certificates and License Renewals. In 2014 we mailed over 800,000
documents on the City's behalf. We accept, warehouse and utilize City-created inserts for use with all applications
and facilitate the imprinting and use of custom envelopes during the holiday pick-up season each year.
3.
Project Information
Total Project Budget:
Project Start Date:
Yearly budget= $60,000+
2013
Comprehensive Treasury Services - Forms
Project End Date: No projected end date
RFP COS16-012
Attachment A - Reference Form 3
City of Surprise
Request for Proposals
Proposers shall complete a Reference Form for each provided reference in accordance with Section 4.21 of the
RFP.
1.
General Background
Name of Client:
Cucamonga Valley Water District
Number of Employees:
850
Operating Budget: $55M
Address:
10440 Ashford Street
Rancho Cucamonga, CA 91729
Project Manager/Contract:
Monica Hallberg
Title: Senior Customer Service Representative
Phone Number:
(909) 987-2591 X 7430
E-Mail Address: mon icah@cvwd water .com
Summary of Project and Current Status: Cucamonga Valley Water District has been a customer since 2001, and
they recently renewed their relationship with Information Outsource following an RFP process. They are a current
client.
2.
Project Scope
On a daily basis, Information Outsource prints and mails the District's utility bills, reminder notices and shut-off
notices, in addition to hosting and maintaining their EBP site. We have managed software upgrades, layout
changes and a complete overhaul of the District's bill design. The District regularly employs inserts and special
announcements with their mailings, many of which are selectively inserted based on customer criteria and/or
geographic location within the District.
3.
Project Information
Total Project Budget:
Project Start Date:
Yearly budget= $45,000+
2001
Comprehensive Treasury Services - Forms
Project End Date: No projected end date
RFP COS16-012
A>.Q.
SURPRISE
ARIZONA
Attachment B - Receipts of Addenda Form
Addendum#
Date
1
10/30/2015
2
11/10/2015
3
11/17/2015
4
11/19/2015
City of Surprise
Request for Proposals
I certify this Proposal complies with the specifications and conditions issued by the City except as clearly marked in
the attached copy.
Date
11/30/2015
Name
De_Abie Bogdansi
Authorized Signature $ (dJ,
,,IA -
Title
okector of Operati6ns
Company Name
Information Outsource
Address
3540 West Lincoln Street
City, State
Phoenix, AZ
Zip Code
85009
Telephone Number
(602) 352-2369
Fax Number
(602) 352-2370
E-mail
iosales@spcio.com
Comprehensive Treasury Services - Forms
RFP COS16-012
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SURPRISE
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Attachment C - Affidavit of Non-Collusion
COS 16-012 - Comprehensive Treasury Services
State of Arizona
)
)ss.
County of Maricopa
)
declares under oath:
Debbie Bogdanski
(Affiant/Name of person signing this affidavit)
The Director of Operations
(Title)
Of Information Outsource
(Contractor/Proposer)
City of Surprise
Request for Proposals
I am authorized to submit the enclosed proposal. The proposal is genuine and not a sham or collusive. nor
made in the interest of any other person or entity. Proposer has not, directly or indirectly, entered into any
agreement whereby different proposers on any project for the City agree either as to who is to be the highest
ranked proposer, or as to the amount of any proposal or any part of any proposal, or otherwise taken any
action in restraint of free and competitive proposing. Proposer has not disclosed its sealed proposal amount to
any other proposer, person, firm or corporation in the same business doing business in this State, or known to
the person disclosing the figures to be likely to submit a proposal for the same project before the proposals are
opened. All statements contained in the proposal and in this affidavit are true and correct.
SWORN TO BEFORE me thisc.:2/1 day of X}autlll p,e , 20/ ),in the_É.cwnty of
-
.,.,,.,..,,,. . .,,.,...
Maricopa, State of Arizona, by
My Commission Expires:
.
LUPE A CHAVEZ
Notarv Public - Arizona
Mll'lcopa Caunty
•
My Comm. Expires Aug 20, 2019
Comprehensive Treasury Services - Forms
:::Z=
RFP COS16-012
-'
SURPRISE
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City of Surprise
Request for Proposals
· ··- -· · ····· ··-------------------------
Attachment E - Notice of Intent to Submit a Proposal
RFP#:
COS16-012
Description:
Comprehensive Treasury Services
Due Date:
November 19, 2015
Proposal Due Date
j December 1, 2015
If your company is interested in participating, it is necessary that this sheet be completed
and returned to the City of Surprise Procurement Division via e-mail at
purchasing@surpriseaz.gov as soon as possible, no later than November 19, 2015.
Upon receipt of this completed form, a Sample Payment Vendor List will be provided to the
email address provided.
Name of Firm:
Address:
Fax#:
Phone #:
Email Address:
Name: (Print)
Signature:
Date:
Information Outsource
3540 West Lincoln Street
Phoenix, AZ 85009
(602) 352-2370
(602) 352-2369
iosales@spcio.com
Debbie Bogdanski
111/6/2015
Comprehensive Treasury Services - Forms
Page 1
RFP COS16-012