HomeMy WebLinkAboutStaff Report 2502-4214CITY OF PALO ALTO
CITY COUNCIL
Monday, April 14, 2025
Council Chambers & Hybrid
5:30 PM
Agenda Item
7.Approval of Professional Services Contract No. C25191690 with InfoSend in an Amount
Not to Exceed $2,344,573 to Provide Utilities Bill Print and Mailing Services for a Term of
Five Years; CEQA Status - Not a Project.
City Council
Staff Report
From: City Manager
Report Type: CONSENT CALENDAR
Lead Department: Utilities
Meeting Date: April 14, 2025
Report #:2502-4214
TITLE
Approval of Professional Services Contract No. C25191690 with InfoSend in an Amount Not to
Exceed $2,344,573 to Provide Utilities Bill Print and Mailing Services for a Term of Five Years;
CEQA Status - Not a Project.
RECOMMENDATION
Staff recommends that Council approve and authorize the City Manager or designee to execute
Contract No. C25191690 (Attachment A) with InfoSend for integrated bill printing, mailing,
archiving, disaster recovery services, utility bill redesign, and the implementation of electronic
bill presentment for a term of five years and a total not-to-exceed amount of $2,344,573,
including $2,131,430 for basic services and $213,143 for additional services.
EXECUTIVE SUMMARY
The City’s current bill print system, managed through Pitney Bowes, has become outdated,
limiting both operational efficiency and scalability. The existing system only generates bills in a
printable format, leaving the Utilities Department, in partnership with Administrative Services
and Information Technology, to manage the printing, sorting, and mailing process in-house.
This manual process is time-consuming, resource-intensive, and prone to errors involving
significant resources. The proposed contract will enable the Utilities Department to modernize
its billing processes, enhance bill design, improve operational efficiency, and provides disaster
recovery. Approving this contract will modernize utility billing, reduce long-term costs, and align
with the City of Palo Alto Utilities (CPAU) strategic goals for operational efficiency and customer
service improvements.
Approximately 50% of the contract cost is directly related to postage. To the extent customers
move to paperless bills, actual costs under this contract will reduce. The City is taking a multi-
prong approach to reduce the number of physical bills and associated postage costs. Since
2023, the number of paperless only customers has almost doubled from 5,100 to 9,725 due to
the new default paperless only setting for new customer registration in the utilities customer
account portal MyCPAU. The City is working on another campaign to convert the remaining
14,000 electronic bill customers who are also receiving a physical bill to paperless only.
BACKGROUND
ANALYSIS
•InfoSend is CIS agnostic and has interfaced with more than 50 different CIS platforms,
including SAP.
•Supports application programing interface to CPAU’s online portal by Smart Energy
Water (SEW).
•Operates five regional production facilities to ensure with CPAU’s disaster recovery
requirements.
•Manufactures and supplies required envelopes and paper stock to mitigate supply chain
issues, therefore reducing material costs.
Key benefits of the contract include:
•Ensuring compliance with industry standards and regulations for utility billing.
•Reducing the internal workload by outsourcing print, mail, and data management
functions.
•Handling over 31,000 monthly bill statements and bill inserts, ensuring accurate and
timely delivery for both residential and commercial customers.
•Introducing a redesigned utility bill that enhances communication, improving
readability, and integrating digital billing options.
•Addressing future scalability by transitioning the department towards automation and
smart meter integration.
•Providing disaster recovery, data security, and business continuity features to mitigate
risks and ensure uninterrupted services.
It will take approximately twelve weeks to implement the transition of the bill printing and
mailing from the City’s in-house services to InfoSend depending on availability of City staff and
InfoSend resources for data conversion, interface development, system integration, and
testing.
The proposal bid range came in between $460,931- $1,428,810 which included specific tasks.
InfoSend was the lowest cost proposal and was awarded the contract. Staff negotiated
additional and optional tasks including postage, postage deposit, archiving and storage, bill
redesign, and bill inserts.
Summary of Solicitation Process
Proposal Description RFP 191690
Proposed Description Utilities Bill Print
Proposed length of project 60 months
Number of Vendors Notified 3145
Numbers of proposal packages downloaded 26
Total Days to respond to proposal 21 Calendar Days
Number of Proposals Received 3 but 1 deemed nonresponsive
Proposal Bid Range1 for Contract $460,931 - $1,428,810 (annually)
Public Link to Solicitation https://procurement.opengov.com/portal/palo-alto-
ca/projects/104489
FISCAL/RESOURCE IMPACT
This recommendation has no financial impact for Fiscal Year 2025 as the Utilities Department
will continue to use the current bill print system during the twelve-week implementation
process for InfoSend. Funding previously collected in the Technology Fund for utility bill printing
system replacement will be used to cover the costs of implementation. Given the twelve week
implementation timeline, funding adjustments for this contract will be subject to City Council
approval as part of the annual budget process. The InfoSend costs will be broken down as
shown in Table 1 across the five-year contract period:
Table 1: InfoSend Contract
FY 2026 FY 2027 FY 2028 FY 2029 FY 2030 Total
Utility Printing $87,700 $89,835 $92,083 $94,416 $96,897 $460,931
Postage $180,150 $198,165 $217,982 $239,780 $263,758 $1,099,834
Post-Award
Negotiated Services $54,040 $10,238 $10,749 $11,287 $11,852 $98,166
Bill Inserts $94,500 $94,500 $94,500 $94,500 $94,500 $472,500
Additional Services $41,639 $39,274 $41,531 $43,998 $46,701 $213,143
Total $458,029 $432,011 $456,845 $483,980 $513,708 $2,344,573
The Utilities Department spends approximately $660,000 annually for bill printing and mailing
services. These costs are currently paid to the internal service funds: Printing and Mailing Fund
($530,000) and Technology Fund ($130,000). Approximately $200,000 in annual savings is
anticipated once this new contract is implemented offset by remaining services from the
Printing & Mail services adhoc. The Utilities Department will continue to rely on the Printing
and Mailing services for non-scheduled and one-time print jobs such as Proposition 218 rate
notices, water quality reports, late and disconnection notices, and customer letters.
The utility bill printing and bill insert costs under InfoSend are comparable to the charges from
the City’s internal Technology and Printing and Mailing Funds. The InfoSend contract provides
new services such as disaster recovery, bill redesign, and technical support. The contract also
frees up staff time in IT, Printing and Mailing, and Utilities to perform more valued added work
than printing, sorting, and mailing bills.
1 Proposal Bid Range does not include U.S. Postage and bill inserts costs
STAKEHOLDER ENGAGEMENT
ENVIRONMENTAL REVIEW
ATTACHMENTS
APPROVED BY:
Professional Services
Rev. Oct 16,2024
Page 1 of 57
CITY OF PALO ALTO CONTRACT NO. C25191690
AGREEMENT FOR PROFESSIONAL SERVICES
BETWEEN THE CITY OF PALO ALTO AND INFOSEND, INC.
This Agreement for Professional Services (this “Agreement”) is entered into as of the 10th day of
March, 2025 (the “Effective Date”), by and between the CITY OF PALO ALTO, a California
chartered municipal corporation (“CITY”), and INFOSEND, INC., a California Corporation,
located at 4240 E. La Palma Avenue Anaheim, CA 92807-1816 (“CONSULTANT”).
The following recitals are a substantive portion of this Agreement and are fully incorporated herein
by this reference:
RECITALS
A. CITY intends to print and mail utility bill print (the “Project”) and desires to engage a
consultant to provide integrated bill printing and mailing services in connection with the Project
(the “Services”, as detailed more fully in Exhibit A).
B. CONSULTANT represents that it, its employees and subconsultants, if any, possess the
necessary professional expertise, qualifications, and capability, and all required licenses and/or
certifications to provide the Services.
C. CITY, in reliance on these representations, desires to engage CONSULTANT to provide
the Services as more fully described in Exhibit A, entitled “SCOPE OF SERVICES”.
NOW, THEREFORE, in consideration of the recitals, covenants, terms, and conditions, in this
Agreement, the parties agree as follows:
SECTION 1. SCOPE OF SERVICES. CONSULTANT shall perform the Services described
in Exhibit A in accordance with the terms and conditions contained in this Agreement. The
performance of all Services shall be to the reasonable satisfaction of CITY.
SECTION 2. TERM.
The term of this Agreement shall be from the effective date of this agreement through December
31, 2030 unless terminated earlier pursuant to Section 19 (Termination) of this Agreement.
An extension option for a period up to an additional two years (until December 31, 2032) is
available if both parties agree through an amendment to this Agreement.
SECTION 3. SCHEDULE OF PERFORMANCE. Time is of the essence in the performance
of Services under this Agreement. CONSULTANT shall complete the Services within the term of
this Agreement and in accordance with the schedule set forth in Exhibit B, entitled “SCHEDULE
OF PERFORMANCE”. Any Services for which times for performance are not specified in this
Agreement shall be commenced and completed by CONSULTANT in a reasonably prompt and
timely manner based upon the circumstances and direction communicated to the CONSULTANT.
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CITY’s agreement to extend the term or the schedule for performance shall not preclude recovery
of damages for delay if the extension is required due to the fault of CONSULTANT.
SECTION 4. NOT TO EXCEED COMPENSATION. The compensation to be paid to
CONSULTANT for performance of the Services shall be based on the compensation structure
detailed in Exhibit C, entitled “COMPENSATION,” including any reimbursable expenses
specified therein, and the maximum total compensation shall not exceed Two Million One
Hundred Thirty-One Thousand Four Hundred Twenty-Nine Dollars and Fifty Cents
($2,131,429.50). The hourly schedule of rates, if applicable, is set out in Exhibit C-1, entitled
“SCHEDULE OF RATES.” Any work performed or expenses incurred for which payment would
result in a total exceeding the maximum compensation set forth in this Section 4 shall be at no cost
to the CITY.
Optional Additional Services Provision (This provision applies only if checked and a
not-to-exceed compensation amount for Additional Services is allocated below under this
Section 4.)
In addition to the not-to-exceed compensation specified above, CITY has set aside the not-
to-exceed compensation amount of Two Hundred Thirteen Thousand One Hundred
Forty-Two Dollars and Ninety-Five Cents ($213,142.95) for the performance of
Additional Services (as defined below). The total compensation for performance of the
Services, Additional Services and any reimbursable expenses specified in Exhibit C, shall
not exceed Two Million Three Hundred Forty-Four Thousand Five Hundred Seventy-
Two Dollars and Forty-Five Cents ($2,344,572.45), as detailed in Exhibit C.
“Additional Services” means any work that is determined by CITY to be necessary for the
proper completion of the Project, but which is not included within the Scope of Services
described at Exhibit A. CITY may elect to, but is not required to, authorize Additional
Services up to the maximum amount of compensation set forth for Additional Services in
this Section 4. CONSULTANT shall provide Additional Services only by advanced,
written authorization from CITY as detailed in this Section. Additional Services, if any,
shall be authorized by CITY with a Task Order assigned and authorized by CITY’s Project
Manager, as identified in Section 13 (Project Management). Each Task Order shall be in
substantially the same form as Exhibit A-1, entitled “PROFESSIONAL SERVICES TASK
ORDER”. Each Task Order shall contain a specific scope of services, schedule of
performance and maximum compensation amount, in accordance with the provisions of
this Agreement. Compensation for Additional Services shall be specified by CITY in the
Task Order, based on whichever is lowest: the compensation structure set forth in Exhibit
C, the hourly rates set forth in Exhibit C-1, or a negotiated lump sum.
To accept a Task Order, CONSULTANT shall sign the Task Order and return it to CITY’s
Project Manager within the time specified by the Project Manager, and upon authorization
by CITY (defined as counter-signature by the CITY Project Manager), the fully executed
Task Order shall become part of this Agreement. The cumulative total compensation to
CONSULTANT for all Task Orders authorized under this Agreement shall not exceed the
amount of compensation set forth for Additional Services in this Section 4.
CONSULTANT shall only be compensated for Additional Services performed under an
authorized Task Order and only up to the maximum amount of compensation set forth for
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Additional Services in this Section 4. Performance of and payment for any Additional
Services are subject to all requirements and restrictions in this Agreement.
SECTION 5. INVOICES. In order to request payment, CONSULTANT shall submit monthly
invoices to the CITY describing the Services performed and the applicable charges based upon
Exhibit C or, as applicable, CONSULTANT’s schedule of rates set forth in Exhibit C-1. The
information in CONSULTANT’s invoices shall be subject to verification by CITY.
CONSULTANT shall send all invoices to CITY’s Project Manager at the address specified in
Section 13 (Project Management) below. CITY will process and pay invoices within thirty (30)
days of receipt of an acceptable invoice.
SECTION 6. QUALIFICATIONS/STANDARD OF CARE. All Services shall be performed
by CONSULTANT or under CONSULTANT’s supervision. CONSULTANT represents that it,
its employees and subcontractors, if any, possess the professional and technical personnel
necessary to perform the Services required by this Agreement and that the personnel have
sufficient skill and experience to perform the Services assigned to them. CONSULTANT
represents that it, its employees and subcontractors, if any, have and shall maintain during the term
of this Agreement all licenses, permits, qualifications, insurance and approvals of whatever nature
that are legally required to perform the Services. All Services to be furnished by CONSULTANT
under this Agreement shall meet the professional standard and quality that prevail among
professionals in the same discipline and of similar knowledge and skill engaged in related work
throughout California under the same or similar circumstances.
SECTION 7. COMPLIANCE WITH LAWS. CONSULTANT shall keep itself informed of
and in compliance with all federal, state and local laws, ordinances, regulations, and orders that
may affect in any manner the Project or the performance of the Services or those engaged to
perform Services under this Agreement, as amended from time to time. CONSULTANT shall
procure all permits and licenses, pay all charges and fees, and give all notices required by law in
the performance of the Services.
SECTION 8. ERRORS/OMISSIONS. CONSULTANT is solely responsible for costs,
including, but not limited to, increases in the cost of Services, arising from or caused by
CONSULTANT’s errors and omissions, including, but not limited to, the costs of corrections such
errors and omissions, any change order markup costs, or costs arising from delay caused by the
errors and omissions or unreasonable delay in correcting the errors and omissions.
SECTION 9. COST ESTIMATES. If this Agreement pertains to the design of a public works
project, CONSULTANT shall submit estimates of probable construction costs at each phase of
design submittal. If the total estimated construction cost at any submittal exceeds the CITY’s
stated construction budget by ten percent (10%) or more, CONSULTANT shall make
recommendations to CITY for aligning the Project design with the budget, incorporate CITY
approved recommendations, and revise the design to meet the Project budget, at no additional cost
to CITY.
SECTION 10. INDEPENDENT CONTRACTOR. CONSULTANT acknowledges and agrees
that CONSULTANT and any agent or employee of CONSULTANT will act as and shall be
deemed at all times to be an independent contractor and shall be wholly responsible for the manner
in which CONSULTANT performs the Services requested by CITY under this Agreement.
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CONSULTANT and any agent or employee of CONSULTANT will not have employee status
with CITY, nor be entitled to participate in any plans, arrangements, or distributions by CITY
pertaining to or in connection with any retirement, health or other benefits that CITY may offer its
employees. CONSULTANT will be responsible for all obligations and payments, whether
imposed by federal, state or local law, including, but not limited to, FICA, income tax
withholdings, workers’ compensation, unemployment compensation, insurance, and other similar
responsibilities related to CONSULTANT’s performance of the Services, or any agent or
employee of CONSULTANT providing same. Nothing in this Agreement shall be construed as
creating an employment or agency relationship between CITY and CONSULTANT or any agent
or employee of CONSULTANT. Any terms in this Agreement referring to direction from CITY
shall be construed as providing for direction as to policy and the result of CONSULTANT’s
provision of the Services only, and not as to the means by which such a result is obtained.
SECTION 11. ASSIGNMENT. The parties agree that the expertise and experience of
CONSULTANT are material considerations for this Agreement. CONSULTANT shall not assign
or transfer any interest in this Agreement nor the performance of any of CONSULTANT’s
obligations hereunder without the prior written approval of the City Manager. Any purported
assignment made without the prior written approval of the City Manager will be void and without
effect. Subject to the foregoing, the covenants, terms, conditions and provisions of this Agreement
will apply to, and will bind, the heirs, successors, executors, administrators and assignees of the
parties.
SECTION 12. SUBCONTRACTING.
Option A: No Subcontractor: CONSULTANT shall not subcontract any portion of the
Services to be performed under this Agreement without the prior written authorization of the City
Manager or designee. In the event CONSULTANT does subcontract any portion of the work to
be performed under this Agreement, CONSULTANT shall be fully responsible for all acts and
omissions of subcontractors.
SECTION 13. PROJECT MANAGEMENT. CONSULTANT will assign Matt Schmidt,
Email: Matt.s@infosend.com as the CONSULTANT’s Project Manager to have supervisory
responsibility for the performance, progress, and execution of the Services and represent
CONSULTANT during the day-to-day performance of the Services. If circumstances cause the
substitution of the CONSULTANT’s Project Manager or any other of CONSULTANT’s key
personnel for any reason, the appointment of a substitute Project Manager and the assignment of
any key new or replacement personnel will be subject to the prior written approval of the CITY’s
Project Manager. CONSULTANT, at CITY’s request, shall promptly remove CONSULTANT
personnel who CITY finds do not perform the Services in an acceptable manner, are uncooperative,
or present a threat to the adequate or timely completion of the Services or a threat to the safety of
persons or property.
CITY’s Project Manager is Anthony Enerio, Utilities Department, Customer Service Division, 250
Hamilton Avenue Palo Alto, CA, zipcode: 94301, Telephone: (650)329-2621. CITY’s Project
Manager will be CONSULTANT’s point of contact with respect to performance, progress and
execution of the Services. CITY may designate an alternate Project Manager from time to time.
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SECTION 14. OWNERSHIP OF MATERIALS. All work product, including without
limitation, all writings, drawings, studies, sketches, photographs, plans, reports, specifications,
computations, models, recordings, data, documents, and other materials and copyright interests
developed under this Agreement, in any form or media, shall be and remain the exclusive property
of CITY without restriction or limitation upon their use. CONSULTANT agrees th at all copyrights
which arise from creation of the work product pursuant to this Agreement are vested in CITY, and
CONSULTANT hereby waives and relinquishes all claims to copyright or other intellectual
property rights in favor of CITY. Neither CONSULTANT nor its subcontractors, if any, shall
make any of such work product available to any individual or organization without the prior written
approval of the City Manager or designee. CONSULTANT makes no representation of the
suitability of the work product for use in or application to circumstances not contemplated by the
Scope of Services.
SECTION 15. AUDITS. CONSULTANT agrees to permit CITY and its authorized
representatives to audit, at any reasonable time during the term of this Agreement and for four (4)
years from the date of final payment, CONSULTANT’s records pertaining to matters covered by
this Agreement, including without limitation records demonstrating compliance with the
requirements of Section 10 (Independent Contractor). CONSULTANT further agrees to maintain
and retain accurate books and records in accordance with generally accepted accounting principles
for at least four (4) years after the expiration or earlier termination of this Agreement or the
completion of any audit hereunder, whichever is later.
SECTION 16. INDEMNITY.
16.1. To the fullest extent permitted by law, CONSULTANT shall indemnify, defend
and hold harmless CITY, its Council members, officers, employees and agents (each an
“Indemnified Party”) from and against any and all demands, claims, or liability, including death
or injury to any person, property damage or any other loss, including all costs and expenses
including attorney’s fees, experts fees, court costs and disbursements (“Claims”) resulting directly
from to the negligence or willful misconduct in performance or nonperformance by
CONSULTANT, its officers, employees, agents or contractors under this Agreement, regardless
of whether or not it is caused in part by an Indemnified Party.
16.2. Notwithstanding the above, nothing in this Section 16 shall be construed to
require CONSULTANT to indemnify an Indemnified Party from a Claim arising from the active
negligence or willful misconduct of an Indemnified Party that is not contributed to by any act of,
or by any omission to perform a duty imposed by law or agreement by, CONSULTANT, its
officers, employees, agents or contractors under this Agreement.
16.3. The acceptance of CONSULTANT’s Services and duties by CITY shall not
operate as a waiver of the right of indemnification. The provisions of this Section 16 shall survive
the expiration or early termination of this Agreement.
SECTION 17. WAIVERS. No waiver of a condition or nonperformance of an obligation under
this Agreement is effective unless it is in writing in accordance with Section 29.4 of this
Agreement. No delay or failure to require performance of any provision of this Agreement shall
constitute a waiver of that provision as to that or any other instance. Any waiver granted shall
apply solely to the specific instance expressly stated. No single or partial exercise of any right or
remedy will preclude any other or further exercise of any right or remedy.
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SECTION 18. INSURANCE.
18.1. CONSULTANT, at its sole cost and expense, shall obtain and maintain, in
full force and effect during the term of this Agreement, the insurance coverage described in Exhibit
D, entitled “INSURANCE REQUIREMENTS”. CONSULTANT and its contractors, if any, shall
obtain a policy endorsement naming CITY as an additional insured under any general liability or
automobile policy or policies.
18.2. All insurance coverage required hereunder shall be provided through
carriers with AM Best’s Key Rating Guide ratings of A-:VII or higher which are licensed or
authorized to transact insurance business in the State of California. Any and all contractors of
CONSULTANT retained to perform Services under this Agreement will obtain and maintain, in
full force and effect during the term of this Agreement, identical insurance coverage, naming CITY
as an additional insured under such policies as required above.
18.3. Certificates evidencing such insurance shall be filed with CITY
concurrently with the execution of this Agreement. The certificates will be subject to the approval
of CITY’s Risk Manager and will contain an endorsement stating that the insurance is primary
coverage and will not be canceled, or materially reduced in coverage or limits, by the insurer except
after filing with the Purchasing Manager thirty (30) days’ prior written notice of the cancellation
or modification. If the insurer cancels or modifies the insurance and provides less than thirty (30)
days’ notice to CONSULTANT, CONSULTANT shall provide the Purchasing Manager written
notice of the cancellation or modification within two (2) business days of the CONSULTANT’s
receipt of such notice. CONSULTANT shall be responsible for ensuring that current certificates
evidencing the insurance are provided to CITY’s Chief Procurement Officer during the entire term
of this Agreement.
18.4. The procuring of such required policy or policies of insurance will not be
construed to limit CONSULTANT’s liability hereunder nor to fulfill the indemnification
provisions of this Agreement. Notwithstanding the policy or policies of insurance,
CONSULTANT will be obligated for the full and total amount of any damage, injury, or loss
caused by or directly arising as a result of the Services performed under this Agreement, including
such damage, injury, or loss arising after the Agreement is terminated or the term has expired.
SECTION 19. TERMINATION OR SUSPENSION OF AGREEMENT OR SERVICES.
19.1. The City Manager may suspend the performance of the Services, in whole
or in part, or terminate this Agreement, with or without cause, by giving ten (10) days prior written
notice thereof to CONSULTANT. If CONSULTANT fails to perform any of its material
obligations under this Agreement, in addition to all other remedies provided under this Agreement
or at law, the City Manager may terminate this Agreement sooner upon written notice of
termination. Upon receipt of any notice of suspension or termination, CONSULTANT will
discontinue its performance of the Services on the effective date in the notice of suspension or
termination.
19.2. In event of suspension or termination, CONSULTANT will deliver to the
City Manager on or before the effective date in the notice of suspension or termination, any and
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all work product, as detailed in Section 14 (Ownership of Materials), whether or not completed,
prepared by CONSULTANT or its contractors, if any, in the performance of this Agreement. Such
work product is the property of CITY, as detailed in Section 14 (Ownership of Materials).
19.3. In event of suspension or termination, CONSULTANT will be paid for the
Services rendered and work products delivered to CITY in accordance with the Scope of Services
up to the effective date in the notice of suspension or termination; provided, however, if this
Agreement is suspended or terminated on account of a default by CONSULTANT, CITY will be
obligated to compensate CONSULTANT only for that portion of CONSULTANT’s Services
provided in material conformity with this Agreement as such determination is made by the City
Manager acting in the reasonable exercise of his/her discretion. The following Sections will
survive any expiration or termination of this Agreement: 14, 15, 16, 17, 19.2, 19.3, 19.4, 20, 25,
27, 28, 29 and 30.
19.4. No payment, partial payment, acceptance, or partial acceptance by CITY
will operate as a waiver on the part of CITY of any of its rights under this Agreement, unless made
in accordance with Section 17 (Waivers).
SECTION 20. NOTICES.
All notices hereunder will be given in writing and mailed, postage prepaid, by
certified mail, addressed as follows:
To CITY: Office of the City Clerk
City of Palo Alto
Post Office Box 10250
Palo Alto, CA 94303
With a copy to the Purchasing Manager
To CONSULTANT: Attention of the Project Manager at the address of
CONSULTANT recited on the first page of this Agreement.
CONSULTANT shall provide written notice to CITY of any change of address.
SECTION 21. CONFLICT OF INTEREST.
21.1. In executing this Agreement, CONSULTANT covenants that it presently
has no interest, and will not acquire any interest, direct or indirect, financial or otherwise, which
would conflict in any manner or degree with the performance of the Services.
21.2. CONSULTANT further covenants that, in the performance of this
Agreement, it will not employ subcontractors or other persons or parties having such an interest.
CONSULTANT certifies that no person who has or will have any financial interest under this
Agreement is an officer or employee of CITY; this provision will be interpreted in accordance
with the applicable provisions of the Palo Alto Municipal Code and the Government Code of the
State of California, as amended from time to time. CONSULTANT agrees to notify CITY if any
conflict arises.
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21.3. If the CONSULTANT meets the definition of a “Consultant” as defined by
the Regulations of the Fair Political Practices Commission, CONSULTANT will file the
appropriate financial disclosure documents required by the Palo Alto Municipal Code and the
Political Reform Act of 1974, as amended from time to time.
SECTION 22. NONDISCRIMINATION; COMPLIANCE WITH ADA.
22.1. As set forth in Palo Alto Municipal Code Section 2.30.510, as amended
from time to time, CONSULTANT certifies that in the performance of this Agreement, it shall not
discriminate in the employment of any person due to that person’s race, skin color, gender, gender
identity, age, religion, disability, national origin, ancestry, sexual orientation, pregnancy, genetic
information or condition, housing status, marital status, familial status, weight or height of such
person. CONSULTANT acknowledges that it has read and understands the provisions of Section
2.30.510 of the Palo Alto Municipal Code relating to Nondiscrimination Requirements and the
penalties for violation thereof, and agrees to meet all requirements of Section 2.30.510 pertaining
to nondiscrimination in employment.
22.2. CONSULTANT understands and agrees that pursuant to the Americans
Disabilities Act (“ADA”), programs, services and other activities provided by a public entity to
the public, whether directly or through a contractor or subcontractor, are required to be accessible
to the disabled public. CONSULTANT will provide the Services specified in this Agreement in a
manner that complies with the ADA and any other applicable federal, state and local disability
rights laws and regulations, as amended from time to time. CONSULTANT will not discriminate
against persons with disabilities in the provision of services, benefits or activities provided under
this Agreement.
SECTION 23. ENVIRONMENTALLY PREFERRED PURCHASING AND ZERO
WASTE REQUIREMENTS. CONSULTANT shall comply with the CITY’s Environmentally
Preferred Purchasing policies which are available at CITY’s Purchasing Department, hereby
incorporated by reference and as amended from time to time. CONSULTANT shall comply with
waste reduction, reuse, recycling and disposal requirements of CITY’s Zero Waste Program. Zero
Waste best practices include, first, minimizing and reducing waste; second, reusing waste; and,
third, recycling or composting waste. In particular, CONSULTANT shall comply with the
following Zero Waste requirements:
(a) All printed materials provided by CONSULTANT to CITY generated from a
personal computer and printer including but not limited to, proposals, quotes, invoices, reports,
and public education materials, shall be double-sided and printed on a minimum of 30% or greater
post-consumer content paper, unless otherwise approved by CITY’s Project Manager. Any
submitted materials printed by a professional printing company shall be a minimum of 30% or
greater post-consumer material and printed with vegetable-based inks.
(b) Goods purchased by CONSULTANT on behalf of CITY shall be purchased in
accordance with CITY’s Environmental Purchasing Policy including but not limited to Extended
Producer Responsibility requirements for products and packaging. A copy of this policy is on file
at the Purchasing Department’s office.
(c) Reusable/returnable pallets shall be taken back by CONSULTANT, at no
additional cost to CITY, for reuse or recycling. CONSULTANT shall provide documentation from
the facility accepting the pallets to verify that pallets are not being disposed.
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SECTION 24. COMPLIANCE WITH PALO ALTO MINIMUM WAGE ORDINANCE.
CONSULTANT shall comply with all requirements of the Palo Alto Municipal Code Chapter 4.62
(Citywide Minimum Wage), as amended from time to time. In particular, for any employee
otherwise entitled to the State minimum wage, who performs at least two (2) hours of work in a
calendar week within the geographic boundaries of the City, CONSULTANT shall pay such
employees no less than the minimum wage set forth in Palo Alto Municipal Code Section 4.62.030
for each hour worked within the geographic boundaries of the City of Palo Alto. In addition,
CONSULTANT shall post notices regarding the Palo Alto Minimum Wage Ordinance in
accordance with Palo Alto Municipal Code Section 4.62.060.
SECTION 25. NON-APPROPRIATION. This Agreement is subject to the fiscal provisions of
the Charter of the City of Palo Alto and the Palo Alto Municipal Code, as amended from time to
time. This Agreement will terminate without any penalty (a) at the end of any fiscal year in the
event that funds are not appropriated for the following fiscal year, or (b) at any time within a fiscal
year in the event that funds are only appropriated for a portion of the fiscal year and funds for this
Agreement are no longer available. This Section shall take precedence in the event of a conflict
with any other covenant, term, condition, or provision of this Agreement.
SECTION 26. PREVAILING WAGES AND DIR REGISTRATION FOR PUBLIC
WORKS CONTRACTS.
26.1. This Project is not subject to prevailing wages and related
requirements. CONSULTANT is not required to pay prevailing wages and meet related
requirements under the California Labor Code and California Code of Regulations in the
performance and implementation of the Project if the contract:
(1) is not a public works contract;
(2) is for a public works construction project of $25,000 or less, per California
Labor Code Sections 1782(d)(1), 1725.5(f) and 1773.3(j); or
(3) is for a public works alteration, demolition, repair, or maintenance project of
$15,000 or less, per California Labor Code Sections 1782(d)(1), 1725.5(f) and
1773.3(j).
SECTION 27. CLAIMS PROCEDURE FOR “9204 PUBLIC WORKS PROJECTS”. For
purposes of this Section 27, a “9204 Public Works Project” means the erection, construction,
alteration, repair, or improvement of any public structure, building, road, or other public
improvement of any kind. (Cal. Pub. Cont. Code § 9204.) Per California Public Contract Code
Section 9204, for Public Works Projects, certain claims procedures shall apply, as set forth in
Exhibit F, entitled “Claims for Public Contract Code Section 9204 Public Works Projects”.
This Project is not a 9204 Public Works Project.
SECTION 28. CONFIDENTIAL INFORMATION.
28.1. In the performance of this Agreement, CONSULTANT may have access to
CITY’s Confidential Information (defined below). CONSULTANT will hold Confidential
Information in strict confidence, not disclose it to any third party, and will use it only for the
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performance of its obligations to CITY under this Agreement and for no other purpose.
CONSULTANT will maintain reasonable and appropriate administrative, technical and physical
safeguards to ensure the security, confidentiality and integrity of the Confidential Information.
Notwithstanding the foregoing, CONSULTANT may disclose Confidential Information to its
employees, agents and subcontractors, if any, to the extent they have a need to know in order to
perform CONSULTANT’s obligations to CITY under this Agreement and for no other purpose,
provided that the CONSULTANT informs them of, and requires them to follow, the confidentiality
and security obligations of this Agreement.
28.2. “Confidential Information” means all data, information (including without
limitation “Personal Information” about a California resident as defined in Civil Code Section
1798 et seq., as amended from time to time) and materials, in any form or media, tangible or
intangible, provided or otherwise made available to CONSULTANT by CITY, directly or
indirectly, pursuant to this Agreement. Confidential Information excludes information that
CONSULTANT can show by appropriate documentation: (i) was publicly known at the time it
was provided or has subsequently become publicly known other than by a breach of this
Agreement; (ii) was rightfully in CONSULTANT’s possession free of any obligation of
confidence prior to receipt of Confidential Information; (iii) is rightfully obtained by
CONSULTANT from a third party without breach of any confidentiality obligation; (iv) is
independently developed by employees of CONSULTANT without any use of or access to the
Confidential Information; or (v) CONSULTANT has written consent to disclose signed by an
authorized representative of CITY.
28.3. Notwithstanding the foregoing, CONSULTANT may disclose Confidential
Information to the extent required by order of a court of competent jurisdiction or governmental
body, provided that CONSULTANT will notify CITY in writing of such order immediately upon
receipt and prior to any such disclosure (unless CONSULTANT is prohibited by law from doing
so), to give CITY an opportunity to oppose or otherwise respond to such order.
28.4. CONSULTANT will notify City promptly upon learning of any breach in
the security of its systems or unauthorized disclosure of, or access to, Confidential Information in
its possession or control, and if such Confidential Information consists of Personal Information,
CONSULTANT will provide information to CITY sufficient to meet the notice requirements of
Civil Code Section 1798 et seq., as applicable, as amended from time to time.
28.5. Prior to or upon termination or expiration of this Agreement,
CONSULTANT will honor any request from the CITY to return or securely destroy all copies of
Confidential Information. All Confidential Information is and will remain the property of the CITY
and nothing contained in this Agreement grants or confers any rights to such Confidential
Information on CONSULTANT.
28.6. If selected in Section 30 (Exhibits), this Agreement is also subject to the
terms and conditions of the Information Privacy Policy and Cybersecurity Terms and Conditions.
SECTION 29. MISCELLANEOUS PROVISIONS.
29.1. This Agreement will be governed by California law, without regard to its
conflict of law provisions.
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29.2. In the event that an action is brought, the parties agree that trial of such
action will be vested exclusively in the state courts of California in the County of Santa Clara,
State of California.
29.3. The prevailing party in any action brought to enforce the provisions of this
Agreement may recover its reasonable costs and attorneys’ fees expended in connection with that
action. The prevailing party shall be entitled to recover an amount equal to the fair market value
of legal services provided by attorneys employed by it as well as any attorneys’ fees paid to third
parties.
29.4. This Agreement, including all exhibits, constitutes the entire and integrated
agreement between the parties with respect to the subject matter of this Agreement, and supersedes
all prior agreements, negotiations, representations, statements and undertakings, either oral or
written. This Agreement may be amended only by a written instrument, which is signed by the
authorized representatives of the parties and approved as required under Palo Alto Municipal
Code, as amended from time to time.
29.5. If a court of competent jurisdiction finds or rules that any provision of this
Agreement is void or unenforceable, the unaffected provisions of this Agreement will remain in
full force and effect.
29.6. In the event of a conflict between the terms of this Agreement and the
exhibits hereto (per Section 30) or CONSULTANT’s proposal (if any), the Agreement shall
control. In the event of a conflict between the exhibits hereto and CONSULTANT’s proposal (if
any), the exhibits shall control.
29.7. The provisions of all checked boxes in this Agreement shall apply to this
Agreement; the provisions of any unchecked boxes shall not apply to this Agreement.
29.8. All section headings contained in this Agreement are for convenience and
reference only and are not intended to define or limit the scope of any provision of this Agreement.
29.9. This Agreement may be signed in multiple counterparts, which, when
executed by the authorized representatives of the parties, shall together constitute a single binding
agreement.
SECTION 30. EXHIBITS. Each of the following exhibits, if the check box for such exhibit is
selected below, is hereby attached and incorporated into this Agreement by reference as though
fully set forth herein:
EXHIBIT A: SCOPE OF SERVICES
EXHIBIT A-1 PROFESSIONAL SERVICES TASK ORDER
EXHIBIT B: SCHEDULE OF PERFORMANCE
EXHIBIT C: COMPENSATION
EXHIBIT C-1: SCHEDULE OF RATES
EXHIBIT D: INSURANCE REQUIREMENTS
EXHIBIT E: INFORMATION PRIVACY POLICY
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EXHIBIT F: CYBERSECURITY TERMS AND CONDITIONS
THIS AGREEMENT IS NOT COMPLETE UNLESS ALL SELECTED EXHIBITS
ARE ATTACHED.
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CONTRACT No. C25191690
SIGNATURE PAGE
IN WITNESS WHEREOF, the parties hereto have by their duly authorized representatives
executed this Agreement as of the date first above written.
CITY OF PALO ALTO
____________________________
City Manager
APPROVED AS TO FORM:
__________________________
City Attorney or designee
INFOSEND, INC.
Officer 1
By: ________________________________
Name: ______________________________
Title: _______________________________
Officer 2
By: ________________________________
Name: ______________________________
Title: _______________________________
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Russ Rezai
President
CEO
Mahmood Rezai
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EXHIBIT A
SCOPE OF SERVICES
CONSULTANT shall provide the Services detailed in this Exhibit A, entitled “SCOPE OF
SERVICES”. Notwithstanding any provision herein to the contrary, CONSULTANT’s duties and
services described in this Scope of Services shall not include preparing or assisting CITY with any
portion of CITY’s preparation of a request for proposals, request for qualifications, or any other
solicitation regarding a subsequent or additional contract with CITY. CITY shall at all times retain
responsibility for public contracting, including with respect to any subsequent phase of this project.
CONSULTANT’s participation in the planning, discussions, or drawing of project plans or
specifications shall be limited to conceptual, preliminary, or initial plans or specifications.
CONSULTANT shall cooperate with CITY to ensure that all bidders for a subsequent contract on
any subsequent phase of this project have access to the same information, including all conceptual,
preliminary, or initial plans or specifications prepared by CONSULTANT pursuant to this Scope
of Services.
2.1 BILL RE-DESIGN
CONSULTANT shall offer bill redesign services with the goals of improving the ability to find
information, increase the ability to read and use the bill, show payment plans, and maximize
communication between the City of Palo Alto and its utility customers. It should be a value-added
service or an additional alternate to the proposal for purchase at a later date. Pricing should reflect
the cost for the service as an alternate, or value add, immediately and be valid for 90 days from
the closing date of the proposal. CONSULTANT should include pricing for the service at 6 months
and at 12 months from the execution of the contract.
2.2 POSTAGE RATE
All postage costs will be incurred initially by the Service Provider and billed at cost to the City of
Palo Alto monthly. The CONSULTANT will provide a monthly manifest detailing the total bills
printed, mailed and the dollars billed to the City for postage services.
2.3 DATA PROCESSING
The CONSULTANT shall provide comprehensive data processing services, including securely
transferring print XML files via SFTP for processing, and reading, processing, and printing data
from these files. The CONSULTANT must validate data by checking balances and addresses on
each invoice, identify any data mismatches, and provide detailed reports on discrepancies. The
CONSULTANT must accept multiple XML files for reprocessing after error corrections and
enable users to log in to verify invoices in the repository. Additionally, users should be able to
upload documents or inserts, select which to send with invoices and store historical details of these
documents. The CONSULTANT must distinguish between residential and commercial invoices,
prevent duplicate file processing, and allow users to delete invoices with appropriate access
controls. All bills, including nightly XML files and corrected XMLs, must be generated, vaulted,
and made available for processing and review on the same day.
2.4 BILL PRINTING
The CONSULTANT shall configure the remittance stub to ensure compatibility with remittance
processing equipment and software. The CONSULTANT must be capable of printing bills in the
requested color and format and consolidating multiple bills for the same address. The
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CONSULTANT should also print additional requested documents, distinguish between electronic
and paper bills, and attach the Utilities and Community Announcements (UCA) to vaulted bills.
The CONSULTANT is required to print and mail the UCA and bill inserts along with the
customer's bill, print graphs, charts, barcodes, and tables, and support double-sided or single-sided
printing. They must also handle various fonts, font sizes, and special characters, and suppress or
pull bills based on utility rules or requests. Additionally, the CONSULTANT must provide a
National Change of Address (NCOA) or Address Change Service (ACS) Move update report,
including customer name, account number, previous address, and updated address.
2.5 PORTAL
The CONSULTANT's portal must allow users to select bills by invoice number, contract account,
date range, or address, and download multiple invoices simultaneously. Users should also be able
to email invoices as required. Additionally, it should offer reporting capabilities, ad hoc document
upload, bill insert upload, and exception handling processes. The portal must display daily job
progress and updates, retain data for up to 10 years, and provide bills in PDF format with all logos,
images, graphs, and charts for archived documents.
2.6 MATERIALS
The CONSULTANT will use the following paper stock: paper is 8.5” x 11”, with perforation for
the return stub, 24# white paper stock, . Outbound envelope will be #10 window envelope (9.5” x
4.125”); Return envelope will be #9 (8.875” x 3.875”)The CONSULTANT must provide the
ability to print inserts, newsletters, or other notices to be included with regular mailings. The
CONSULTANT must be able to perform intelligent/selective inserting based on customer type or
other parameters provided in the data (i.e residential customers, commercial customers). The
CONSULTANT must be able to optionally print 8.5x11” inserts “on demand”. These inserts must
print inline with the bills and letters as additional pages and folded and inserted by the mail inserter
instead of being printed and folded separately. On demand insert printing should be available to
support simplex and duplex printing, black or grayscale printing, and full-color printing.
2.7 PRINTING REQUIREMENTS
The city requires the bill inserts be 100% recycled paper content according to the environmental
purchasing policy (POLICY AND PROCEDURES 1-20/ASD), where possible.
The following requirements apply to all City print and copy jobs executed under this
contract: CONSULTANT shall use paper that is 100% recycled/recyclable where possible for
offline printed inserts. CONSULTANT shall recycle, at a minimum, waste paper from their
operations.
CONSULTANT shall use waste minimization practices in providing services to the City su ch as
double-siding print and copy jobs, reducing and reusing packing and packaging supplies, and
sizing print jobs to reduce overage. Other measures such as those outlined in the Environmental
Purchasing Policy.
CONSULTANT shall stock and utilize frequently used paper grades that contain the minimum
recycled content for each paper category as outlined in the United States Environmental Protection
Agency (EPA) Comprehensive Procurement Guidelines (CPG) for printing and writi ng papers
(https://www.epa.gov/smm/comprehensive-procurement-guidelines-paper-and-paper-
products). These guidelines specify minimum post-consumer and recovered fiber content and are
summarized in the table below. CONSULTANT is responsible for ensuring that print and copy
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jobs are in compliance with the current CPG standard.
Post- Consumer and Recovered Fiber Specification Summary Table
Item Notes Specification
Multi-purpose
office paper
Business papers such as bond,
electrostatic, copy, duplicator,
and reproduction
CPG Standard of minimum
30% post-consumer recycled
content
Offset
Used for commercial printing
direct mail, technical
documents, and manuals
CPG Standard of minimum
30% post-consumer recycled
content
Carbonless Used for multiple-impact copy
forms
CPG Standard of minimum
30% post-consumer recycled
content
Specialty Papers
Business papers such as bond,
electrostatic, copy, duplicator,
and reproduction
CPG Standard of minimum
30% post-consumer recycled
content
Coated Printing
Papers
Used for flyers, advertisements,
posters, magazines, etc.
CPG Standard of minimum
10% post-consumer recycled
content
Note: If minimum requirements stated above are unavailable to certain print products,
CONSULTANT shall not deviate from these specifications without prior approval from the City
department.
CONSULTANT will label recycled-content print products as such whenever possible. Letterhead,
envelopes, and business cards will include post-consumer recycled content and be labeled with the
% post-consumer recycled content.
Workmanship Expectations:
All work shall be completed in a satisfactory, efficient, and professional manner utilizing high
quality standards.
All composition must be neat and produce a clear, clean, sharp, and even impression.
Materials shall be returned at no cost to the City, if typesetting is incorrect, ink colors are
inconsistent, or trapping is not correct.
The CONSULTANT shall be responsible for corrections and revisions resulting from its own
errors or misunderstandings.
2.8 INTERFACE
The CONSULTANT must support third-party integrations, allowing the SEW portal to retrieve
invoices for customer accounts and integrate with the IC web. The system should integrate with
the SAP IS-U system and handle 50 concurrent requests to the portal for invoice PDFs from
MyCPAU and SAP IC-Web. Retrieval and rendering of invoices in the portal should not exceed
four seconds.
2.9 PRINT REVIEW
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The CONSULTANT should enable the utility to review and approve sample bills online before
printing and mailing, including a summary report detailing the number of bills, residential vs.
commercial, and other specified requirements.
2.10 USPS PRESORT AND MAIL
Bills should be mailed the next business day they are received, processed and printed. The
CONSULTANT must use a DMU or be enrolled in USPS Seamless Acceptance, mail via presorted
First-Class mail, and use the USPS Full-service Intelligent Mail Barcode. Automation discounts
must be passed on to the agency, and the CONSULTANT must provide NCOALink or ACS move
update services. The CONSULTANT should offer proof of USPS delivery, match multiple bills
to the same address, prepay the postage, and provide outbound USPS tracking data. The
CONSULTANT must produce mail proximate to the Agency to achieve within 1-2 days delivery
and produce/deliver from a California facility.
2.11 INFRASTRUCTURE
The CONSULTANT must provide a test site to verify new changes during the contract period and
support changes either by the CONSULTANT or users as required, including format, logo, or
address changes. The CONSULTANT should at least have three environments Dev, Test, and Prod
to support the software services.
2.12 REPORTING
The CONSULTANT must generate reports delineating the daily count of residential versus
commercial invoices, the number of bills received for processing, the number of bills printed, the
instances of suppressions, the breakdown of postage presort including actual rates, the utilization
and count of inserts, and the total monetary value of bills contained within the data file.
Additionally, the CONSULTANT is mandated to implement robust error reporting mechanisms
throughout various stages of the operation, including file processing, bill printing, posting, and
any other relevant processes. These reporting requirements are crucial for ensuring
accountability, transparency, and adherence to regulatory standards within the context of the data
processing services sought through this RFP.
2.13 DATA CONVERSION/MIGRATION
The CONSULTANT should store data for the last five years from the existing vault, making it
available for users to download, email, or interface with other systems. Bills must be available in
PDF format with all logos, images, graphs, and charts for archived documents.
2.14 USER MANAGEMENT
The CONSULTANT's portal should define different user roles and allow actions per role,
supporting approximately 75 concurrent users at a minimum.
2.15 CUSTOMER SUPPORT
CONSULTANT customer support must be available for user access issues and data/file
processing errors, with access via portal, email, or phone. Post-go-live support must include 30
days of immediate support with documented problem tracking and status. The CONSULTANT
should provide ongoing support options and associated pricing.
2.16 PROJECT MANAGEMENT
The CONSULTANT shall list the scope of work, assigning responsibility to the City or
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CONSULTANT, ongoing project management must include activities ensuring compliance with
contract terms, ongoing coordination, weekly status meetings, updated project schedules,
monthly status reports, milestone plans, and necessary project meetings. The CONSULTANT
must also create and maintain an issue log for each project phase/task.
2.17 BACKUP
The CONSULTANT must have a daily backup available in case of server issues, with a written
procedure for restoring services in the event of failure.
2.18 TEST AND TRAINING
The CONSULTANT must have a daily backup available in case of server issues, with a written
procedure for restoring services in the event of failure.
2.19 PRIVACY COMPLIANCE
Data must be housed in the US or Canada. The CONSULTANT shall list their data centers. The
CONSULTANT must complete a CONSULTANT Information Security Assessment (VISA) and
comply with the City’s Information and Privacy Policy, SaaS Security and Privacy Terms, and
provide applicable compliance documents.
2.20 ERROR HANDLING
The CONSULTANT must monitor daily file processing and track errors, notifying users and
deciding on the best course of action.
2.21 SECURITY COMPLIANCE
The CONSULTANT must describe alignment with ISO 27001 or NIST 800-53 standards. The
CONSULTANT shall describe the process of data encryption used in transit (via Network
media) and at rest.
2.22 DISASTER RECOVERY AND BUSINESS CONTINUITY
The CONSULTANT must provide an overview and written document of their DRBC planning.
2.23 SERVICE LEVEL AGREEMENT (SLA)
The CONSULTANT must provide an SLA agreement, which will be reviewed and re-negotiated
upon contract renewal, clearly defining terms between the CONSULTANT and the department
and between IT and the CONSULTANT.
2.24 OPEN DATA AND DATA LIBERATION
All system data must be exportable and machine-readable, including metadata. The City will
own the data under a hosting agreement, and the CONSULTANT must provide a transition plan
in the event we discontinue services within 5 years or at the end of the contract term with roles,
responsibilities, and associated costs.
2.25 QUALITY CONTROL
The CONSULTANT must provide a comprehensive Quality Control Plan ensuring error-free
data, printing and mailing processes.
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2.26 SYSTEM CAPABILITY
The CONSULTANT must detail their system's capability to handle changes such as updates to PO
Boxes or mailing addresses, specifying the process for updating this information. Additionally,
they must differentiate between changes that users can independently execute and those requiring
CONSULTANT intervention. Furthermore, CONSULTANTs must outline existing validation
processes within their system and any anticipated new validation requirements for the project,
providing details on their integration.
The CONSULTANT purchases the postage needed to mail THE City’s documents on the day of
mailing. The postage charges are later invoiced to the City based on the City’s payment terms. The
CONSULTANT requires the City to submit a postage deposit prior to the first mailing to facilitate
the payment terms. This amount will remain in deposit for the duration of the Agreement. Upon
Agreement expiration or termination the City must pay in full any outstanding invoices from the
CONSULTANT for payables created under this Agreement; the postage deposit will be refunded
within fifteen (15) days of the date that the last open invoice is paid.
The postage deposit amount is calculated by multiplying the estimated number of mail pieces per
month by the current 5-Digit pre-sorted first class postage rate. The postage deposit amount due
is:
31,000 mail pieces per month x $0.545 x 2 = $33,790.00
The postage deposit is subject to ongoing review and may be adjusted at any time to account for
changes to Client average mailing volume or changes to USPS postage rates with at least thirty
(30) days’ written notice to Client.
1 DATA PROCESSING
1.1
CONSULTANT should be able to SFTP the print XML file for
processing Mandatory
1.2
CONSULTANT should be able to read ,process and print the data from
XML file Mandatory
1.3
CONSULTANT should be able to validate the data by checking the
balances,address per invoice on the XML Mandatory
1.4
CONSULTANT should be able to identify any data mismatches and
send a report for the same Mandatory
1.5
CONSULTANT should have the ability to accept multiple XML's for
reprocessing after error correction Mandatory
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1.6
CONSULTANT should have the ability for users to login and verify
the invoices in the repository Mandatory
1.7
CONSULTANT should have the ability for user to upload documents
or inserts and choose the one to be sent along with the invoices. Mandatory
1.8
CONSULTANT should have the ability to store historical details for
the uploaded documents and inserts Mandatory
1.9
CONSULTANT must identify residential vs commercial invoices and
process them accordingly. Mandatory
1.10
CONSULTANT system should be able to identify duplicate files and
avoid any duplicate file processing Mandatory
1.11
CONSULTANT system should have the ability to allow users to delete
any invoice as required (Requires access controls) Mandatory
1.12
Bills ( Nighlty XML and the corrected XML's) should be generated
,vaulted and available on the same day for processing and review Mandatory
2 REPORTING
2.1
CONSULTANT should have the ability to generate the reports with the
a) daily count residential vs commercial;
b)Number of bills received for processing
c)Number of bills printed
d)Number of suppressions
e)Postage presort breakdown including actual rates
f)Inserts used and insert counts
g)Total $ value of bills contained in data file Mandatory
2.2 Reporting be by route as well
Nice to
have
2.3
CONSULTANT should have error reporting during file processing ,
bill printing, posting etc., Mandatory
3 BILL PRINTING
3.1
CONSULTANT must configure remittance stub making sure it works
with remittance processing equipment and software Mandatory
3.2
CONSULTANT should have the ability to print bills in color and
format requested Mandatory
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3.3
CONSULTANT should have the ability to identify and combine
multiple bills going to the same addresses Mandatory
3.4
CONSULTANT should have the ability to print any additional
documents as requested. Mandatory
3.5
CONSULTANT should have the ability to identify ebills vs paper and
print only paper bills Mandatory
3.6
CONSULTANT should have the ability to attach the UCA to the
vaulted bills Mandatory
3.7
CONSULTANT should print and mail UCA and bill inserts along with
customer's bill Mandatory
3.8
CONSULTANT should be able to print graphs, charts,barcodes, tables
as required Mandatory
3.9 CONSULTANT should be able to print either double sided/ one sided Mandatory
3.10
CONSULTANT should have the ability to print multiple fonts , font
sizes and special characters as required Mandatory
3.11
CONSULTANT should have the ability to suppress or pull bills based
on utilitiy rules or requests (for ex : no prints for ebills or bill generated
in error etc) Mandatory
3.12
CONSULTANT must provide an National Change of Address (NCOA)
or Address Change Service (ACS) Move update report that includes
customer name, account number, previous address, updated (new)
address
Nice to
have
4 PORTAL
4.1
CONSULTANT portal should have the ability to allow users to select
bills either by
a) invoice number
b) Contract Account
c) Date range
d) Address Mandatory
4.2
CONSULTANT should have the ability for users to download multiple
invoices in one step Mandatory
4.3 Users should have the ability to email the invoices as required Must have
4.4
Portal should have change control and change history available for all
additions, changes and deletions performed on the bills. Mandatory
4.5 Portal should have reporting capabilities Mandatory
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4.6
Portal should have adhoc document upload, bill insert upload and
exception handling processes Mandatory
4.7 Portal should display daily job progress, updates etc., Mandatory
4.8 CONSULTANT should have data retention of upto 10 years of data Mandatory
4.9
Bills should be available in pdf format with all the logos, images,graphs
and charts for all the archived documents Mandatory
5 INTERFACE
5.1
CONSULTANT should have the ability to allow 3 party integrations. (
Allow SEW portal to retrieve invoices to display on customer's account
as well as integrate with IC web ) Mandatory
5.2 CONSULTANT system should integrate with SAP IS-U system Mandatory
5.3
Should be able to process 50 concurrent requests to the portal for
invoice PDFs from the City’s MyCPAU and SAP IC-Web (due to the
expected integration between MyCPAU/SAP IC-Web and the new
CONSULTANT’s portal) Mandatory
5.4
Retrieval and rendering of invoices in the portal should take no longer
than 4 seconds. Mandatory
6 CHANGE REQUIREMENTS
6.1
CONSULTANT should have a test site to verify any new changes
implemented during the duration of the contract Mandatory
6.2
CONSULTANT should have the ability and support available to
perform changes either by CONSULTANT or user as required ;
Changes for example in format or logo or address Mandatory
7 DATA CONVERSION / MIGRATION
7.1
CONSULTANT should be able to store data for the last 5years from
the existing vault and available for users to download or email as
required and also available for interfaces Mandatory
7.2
Bills should be available in pdf format with all the logos, images,graphs
and charts for all the archived documents Mandatory
8 USER MANAGEMENT
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8.1
CONSULTANT portal should have the ability to define different user
roles and option to choose the actions per role Mandatory
8.2 Portal should support approximately 75 concurrent users (minimum) Mandatory
9 CUSTOMER SUPPORT
9.1
CONSULTANT customer support should be available for any user
access issues. Data and file processing errors. Mandatory
9.2
User should be able to reach customer service via portal or email or
phone Mandatory
9.3
After go live support: 30 days fire-fighting support after go live with
documented problems tracking and status
9.4
On-going CONSULTANT support: The CONSULTANT shall provide
their different support options and its associated pricing
10 ERROR HANDLING
10.1
CONSULTANT should monitor file processing on each day and keep
track of any errors in file processing Mandatory
10.2 CONSULTANT should have the ability to track , identify errors. Mandatory
10.3
CONSULTANT should notify users of the errors and decide on the best
course of action for the file Mandatory
11 PRINT REVIEW
11.1
CONSULTANT should provide the ability for the utility to review and
approve sample bills onlince before bills are printed and mailed. A
report summary should be included detailing number of bills, res vs
commercial and other spcified utility requirements. Mandatory
12 PROJECT IMPLEMENTATION
12.1
Listed scope of work with assigned responsibility to City or
CONSULTANT. Mandatory
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12.2
Ongoing Project Management: This will include project management
activities and ensure the full compliance with the contract scope of
work, terms and conditions, ongoing project coordination, weekly
status meetings, weekly updated project schedule, ongoing project
coordination, weekly status meetings, weekly updated project schedule,
monthly status reports and project meetings as appropriate. Mandatory
12.3
Project meetings: Coordinate, prepare and actively participate in
meetings related to tasks. Prepare and distribute agendas and minutes
for the meetings. Anticipate weekly ½ hour status meetings, in addition
to whatever meetings are necessary to the completion of tasks. This
task will also include creating and maintaining an issue log for each
phase/task of the project. Mandatory
12.4
Project Schedule: The CONSULTANT must create a project schedule
with tasks and project milestone dates which will be tracked throughout
the project. Mandatory
12.5
CONSULTANTs must describe their proposed project management
tools and their proposed tools and approach for managing project
documentation. Mandatory
12.6
Training Plan: The CONSULTANT shall produce a Training Plan to
include specific training activities and a training schedule. It will be
structured to provide initial training to staff designated by the City. Mandatory
12.7
Staff Training: The CONSULTANT will provide training to staff
designated by the City. The CONSULTANT shall deliver all training
materials used in the training to the City when all planned training is
completed. Mandatory
12.8
Key Team Members: CONSULTANT must demonstrate the expertise
of each key team member proposed for this project. The
CONSULTANTCONSULTANT must describe the role of each key
member and provide the following: 1. Resume of each key team
member Mandatory
13 BACKUP
13.1
CONSULTANT should have backup available in case of any server
issues Mandatory
13.2 Data should be backedup on a daily basis Mandatory
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13.3
The CONSULTANT shall provide a written procedure of possible
points
of failure to restore the proposed solution back to service in
the event of failure Mandatory
14 MATERIALS
14.1
CONSULTANT must support the following paper stock: <paper is 8.5”
x 11”, with perforation for the return stub, 24# white paper stock, > Mandatory
14.2
CONSULTANT must be able to provide: Outbound envelope will be
#10 window envelope (9.5” x 4.125”) envelope with security tint ;
Return envelope will be #9 (8.875” x 3.875”) Mandatory
14.3
If envelopes are obtained from a 3rd party, CONSULTANT must
describe its approach to mitigating supply chain issues and price spikes. Mandatory
14.4
CONSULTANT must provide the ability to print inserts, newsletters or
other notices to be included with regular mailings. Mandatory
14.5
CONSULTANT must agree to receive shipments of inserts and
store/warehouse all forms and envelopes used to process agency bills. Mandatory
14.6
CONSULTANT must be able to perform intelligent/selective inserting
based on customer type or other parameters provided in the data. Mandatory
14.7
CONSULTANT must be able to optionally print 8.5x11” inserts “on
demand”. These inserts must print inline with the bills and letters as
additional pages and folded and inserted by the mail inserter instead of
being printed and folded separately. On demand insert printing should
be available to support simplex and duplex printing, black or grayscale
printing, and full color printing. Mandatory
15 USPS PRESORT AND MAIL
15.1 Bills should be mailed the next day the XML is processed and printed Mandatory
15.2
CONSULTANT must either produce and deliver mail to the USPS
from a DMU (Detached Mail Unit), or be enrolled in USPS Seamless
Acceptance. Mandatory
15.3
CONSULTANT must mail via presorted First-Class mail to maximize
postal discounts. Mandatory
15.4
CONSULTANT must use the USPS Full-service Intelligent Mail
Barcode for all outgoing mail pieces. Mandatory
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15.5
CONSULTANTs must pass on the automation discount per mail piece
applied by the USPS for all Full-service IMB barcoded mail pieces. Mandatory
15.6
CONSULTANT must provide the NCOALink or ACS move update
service and report updates electronically. Mandatory
15.7
CONSULTANT must be able to provide proof of delivery to the USPS
on an as-requested basis. Mandatory
15.8
CONSULTANT must be able to match multiple bills destined to the
same customer and mailing address in the same batch (also known as
“house-holding”). Matched bills must be inserted into one appropriate
size envelope and metered first-class separately, and delivered to the
USPS at the same time as all other bills are delivered. Mandatory
15.9
CONSULTANT must prepay for postage on agency behalf and confirm
the agency will only be billed for actual postage used on a monthly
basis. Mandatory
15.10
CONSULTANT must be able to optionally provide outbound USPS
tracking data for individual mail pieces. Mandatory
15.11
CONSULTANT must provide an interface in its online account
management portal to facilitate searching for and viewing tracking data
for individual mail pieces. The tracking data source must come from
the USPS (IMb Tracing data). Mandatory
15.12
CONSULTANT must be able to optionally provide inbound USPS
tracking data for mail that customers have remit back to the Agency.
This data must be viewable in an online interface and tie back to the
outbound mail piece. In addition, the CONSULTANT must be able to
report a total balance for the estimated payments contained in the
remitted mail on a daily basis. Mandatory
15.13
CONSULTANT must produce the mail in a location proximate to the
Agency that is able to achieve 1-3 day delivery from the USPS. Mandatory
15.14
CONSULTANT must produce and deliver to the USPS from a
California facility. Mandatory
16 BID REQUIREMENT
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16.1
Listed scope of work with assigned responsibility to City or
CONSULTANT Mandatory
16.2 Detailed proposed schedule with estimated dates and milestones Mandatory
17 TEST AND TRAINING REQUIREMENT
17.1 The CONSULTANT shall provide Curriculum for UAT Mandatory
17.2 The CONSULTANT shall provide UAT test scripts Mandatory
17.3 The CONSULTANT shall provide Training curriculum for end-users Mandatory
17.4
The CONSULTANT shall provide Training curriculum for
administrators Mandatory
17.5
The CONSULTANT shall provide post training and support
documentation Mandatory
17.6
The CONSULTANT shall provide a point of contact for training
follow-up Mandatory
18 SAAS REQUIREMENT
18.1 Data shall be housed in the US and/or Canada soil Mandatory
18.2 The CONSULTANT shall provide a list of their data centers Mandatory
19 PRIVACY COMPLIANCE
19.1
The CONSULTANT shall complete CONSULTANT Information
Security Assessment (VISA), and acknowledge and agree to comply
with the additional security compliance requirements resulting from the
VISA (See attachment G) Mandatory
19.2
The CONSULTANT shall formally acknowledge and agree to comply
with the City’s Information and Privacy Policy (See attachment G) Mandatory
19.3
CONSULTANT shall formally acknowledge and agree to comply with
the City’s Saas Security and Privacy Terms and Conditions prior to
entering into the contract (See attachment G) Mandatory
19.4
CONSULTANT shall agree to provide applicable compliance
documents as required by the product/solution being purchased Mandatory
20 SECURITY COMPLIANCE
20.1
The CONSULTANT shall describe how the proposed system aligns
with either: ISO 27001 (Information Security Management Systems) or
NIST 800-53 Standards (Security and Privacy Controls for Information
Systems) Mandatory
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20.2
The CONSULTANT shall describe the process of data encryption used
in transit (via Network media) Mandatory
20.3
The CONSULTANT shall describe the process of data encryption used
at rest (when stored on the server and at the backup stations) Mandatory
21 DISASTER RECOVERY AND BUSINESS CONTINUITY
21.1
Cloud application: The CONSULTANT shall provide an overview,
written document of their DRBC planning Mandatory
22 SERVICE LEVEL AGREEMENT
22.1
SLA will be reviewed and re-negotiated when the contract is up for
renewal Mandatory
22.2
SLA between the CONSULTANT and the department must be clearly
defined using the CONSULTANT’s template. Mandatory
22.3
SLA between IT and the CONSULTANT must be clearly defined using
the CONSULTANT’s template. Mandatory
24 OPEN DATA REQUIREMENT
24.1
All system data should be exportable and machine readable to support
open data environment. Mandatory
24.2
Exportable data should include metadata (set of data that describes and
gives information about other data) Mandatory
25 DATA LIBERATION
25.1 The City will own the data under a hosting agreement Mandatory
25.2
The CONSULTANT shall provide a transition plan (e.g., in the event
we discontinue the service) with roles and responsibilities clearly
defined and associated costs if any. Mandatory
26 QUALITY CONTROL
26.1
CONSULTANT must have in place and provide as part of the response
a comprehensive Quality Control plan for ensuring the data, printing
and mailing is error free. Please describe. Mandatory
27 System Capability
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27.1
The CONSULTANT must detail their system's capability to handle
changes such as updates to PO Boxes or mailing addresses, specifying
the process for updating this information. Mandatory
27.2
The CONSULTANT must differentiate between changes that users can
independently execute and those requiring CONSULTANT
intervention. Mandatory
27.3
The CONSULTANTs must outline existing validation processes within
their system and any anticipated new validation requirements for the
project, providing details on their integration. Mandatory
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Agreements with an Additional Services amount)
EXHIBIT A-1
PROFESSIONAL SERVICES TASK ORDER
CONSULTANT shall perform the Services detailed below in accordance with all the terms and conditions
of the Agreement referenced in Item 1A below. All exhibits referenced in Item 8 are incorporated into this
Task Order by this reference. CONSULTANT shall furnish the necessary facilities, professional, technical
and supporting personnel required by this Task Order as described below.
CONTRACT NO.
OR PURCHASE ORDER REQUISITION NO. (AS APPLICABLE)
1A. MASTER AGREEMENT NO. (MAY BE SAME AS CONTRACT / P.O. NO. ABOVE):
1B. TASK ORDER NO.:
2. CONSULTANT NAME:
3. PERIOD OF PERFORMANCE: START: COMPLETION:
4 TOTAL TASK ORDER PRICE: $__________________
BALANCE REMAINING IN MASTER AGREEMENT/CONTRACT $_______________
5. BUDGET CODE_______________
COST CENTER________________
COST ELEMENT______________
WBS/CIP__________
PHASE__________
6. CITY PROJECT MANAGER’S NAME & DEPARTMENT:_____________________________________
7. DESCRIPTION OF SCOPE OF SERVICES (Attachment A)
MUST INCLUDE:
▪ SERVICES AND DELIVERABLES TO BE PROVIDED
▪ SCHEDULE OF PERFORMANCE
▪ MAXIMUM COMPENSATION AMOUNT AND RATE SCHEDULE (as applicable)
▪ REIMBURSABLE EXPENSES, if any (with “not to exceed” amount)
8. ATTACHMENTS: A: Task Order Scope of Services B (if any): _____________________________
I hereby authorize the performance of the
work described in this Task Order.
APPROVED:
CITY OF PALO ALTO
BY:____________________________________
Name __________________________________
Title___________________________________
Date ___________________________________
I hereby acknowledge receipt and acceptance of
this Task Order and warrant that I have
authority to sign on behalf of Consultant.
APPROVED:
COMPANY NAME: ______________________
BY:____________________________________
Name __________________________________
Title___________________________________
Date ___________________________________
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EXHIBIT B
SCHEDULE OF PERFORMANCE
All work as specified in Exhibit “A” Scope of Services shall be scheduled by the City’s Project
Manager on an ongoing basis for the term of this agreement.
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EXHIBIT C
COMPENSATION
CITY agrees to compensate CONSULTANT for Services performed in accordance with the terms
and conditions of this Agreement, and as set forth in the budget schedule below. Compensation
shall be calculated based on the rate schedule attached as Exhibit C-1 up to the not to exceed
budget amount for each task set forth below.
CITY’s Project Manager may approve in writing the transfer of budget amounts between any of
the tasks or categories listed below, provided that the total compensation for the Services,
including any specified reimbursable expenses, and the total compensation for Additional Services
(if any, per Section 4 of the Agreement) do not exceed the amounts set forth in Section 4 of this
Agreement.
CONSULTANT agrees to complete all Services, any specified reimbursable expenses, and
Additional Services (if any, per Section 4), within this/these amount(s). Any work performed or
expenses incurred for which payment would result in a total exceeding the maximum amount of
compensation set forth in this Agreement shall be at no cost to the CITY.
BUDGET SCHEDULE
TASK NOT TO
EXCEED
AMOUNT
Year 1
NOT TO
EXCEED
AMOUNT
Year 2
NOT TO
EXCEED
AMOUNT
Year 3
NOT TO
EXCEED
AMOUNT
Year 4
NOT TO
EXCEED
AMOUNT
Year 5
Task 1
(Utility
Postage)
$180,150 $198,165 $217,981.50 $239,779.65 $263,757.62
Task 2
(Postage
Deposit)
$33,790
Task 3
(Utilities
Services)
$21,600 $22,680 $23,820 $24,990 $26,250
Task 4
(Utilities
Material
$21,100 $22,155 $23,262.75 $24,425.89 $25,647.18
Task 5
(Archiving and
Storage)
$9,750 $10,237.50 $10,749.38 $11,286.84 $11,851.19
Task 6
(Bill Redesign)
$10,500
Task 7
(Utilities
Inserts)
$45,000 $45,000 $45,000 $45,000 $45,000
Task 8 $45,000 $45,000 $45,000 $45,000 $45,000
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(Public Works
Inserts)
Task 9
(City Manager
Inserts)
$42,000 $42,000 $42,000 $42,000 $42,000
Task 10
(Other Dept
Inserts)
$7,500 $7,500 $7,500 $7,500 $7,500
Sub-total for
Services
$416,390 $392,737.50 $415,313.63 $439,982.38 $467,005.99
Reimbursable
Expenses (if
any)
$0 $0 $0 $0 $0
Total for
Services and
Reimbursable
Expenses
$416,390 $392,737.50 $415,313.63 $439,982.38 $467,005.99
Additional
Services (if
any, per
Section 4)
$41,639 $39,273.75 $41,531.36 $43,998.24 $46,700.60
Maximum
Total
Compensation
$458,029 $432,011.25 $456,844.99 $483,980.62 $513,706.59
Total
Maximum
Compensation
Year 1- Year 5
$2,344,572.45
REIMBURSABLE EXPENSES
CONSULTANT’S ordinary business expenses, such as administrative, overhead,
administrative support time/overtime, information systems, software and hardware,
photocopying, telecommunications (telephone, internet), in-house printing, insurance and
other ordinary business expenses, are included within the scope of payment for Services and
are not reimbursable expenses hereunder.
Reimbursable expenses, if any are specified as reimbursable under this section, will be
reimbursed at actual cost. The expenses (by type, e.g. travel) for which CONSULTANT will
be reimbursed are: NONE up to the not-to-exceed amount of: $0.00.
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EXHIBIT C-1
SCHEDULE OF RATES
CONSULTANT’s schedule of rates is as follows:
Print and Mail Quantity Fee Rate
Data Processing Fee (includes print and
eBill)
20,000-30,500
monthly
.072
Print Fee 4/1 Included in above
Paper 20,000-30,500
monthly
.015
#10 Outgoing Envelope- InfoSend
Standard
20,000-30,500
monthly
.023
#9 Return Envelope- InfoSend
Standard
20,000-30,500
monthly
.020
Total Printed Package .130
Postage Quantity Fee Rate
USPS Postage Estimate 20,000-30,500
monthly
.593 (with an approximate
10% increase annual)
NCOA Updates 625 .3
Postage deposit for Net 30 $33,245
Archive and Bill Presentment API Quantity Fee Rate
Print Image Archive - 36 months
retention for customer-facing portal
30,500 .021
Print Image Archive API connection 100
Drop Ship Print Quantity Fee Rate
Folding Rate N/A .01
Insert Rate N/A .01
Service Hours Fee Rate
Professional Service Rate Per hours $175
Design Service Rate Per hours $95
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InfoSend Data Processing, Print and Mail Pricing Detail Year 1
Document Production Summary
Utility Bills & Notices
Package includes: one printed page up to 4/4 ink, InfoSend outgoing #10
envelope, InfoSend #9 return envelope
$0.13 per document
Utility Bills & Notices
Package includes: one printed page up to 4/4 ink, custom printed
outgoing #10 envelope, custom printed #9 return envelope
$0.139 per document
Finished mail pieces are delivered to the USPS within one (1) business day. If electronic
PDF samples (proofs) are requested then the mailing will be completed within one day of sample
approval. File upload deadline for next-day mailing is 3:00PM local time at the production
facility designated for your account. If samples are required then they must be approved by
5:30PM local time for the file to be mailed by the next business day.
The below provides the components of the summary price given above. All pricing is based on
“Client Volume Assumptions” listed below and excludes applicable sales tax.
Data Processing
Setup Fee - Express PDF Input Files $Waived
Setup Fee – Data Only Input Files $Waived
Document Re-Design Fee $Waived during implementation
Data Processing Fee (per document) $0.01
Printing and Mailing Service
Utilility Bill Printing & Mailing Fee per Page with up to 4/4 Ink $0.062
USPS Postage Pass-through
A postage deposit will be required prior to starting service.
Print Color Options (colors per side) * $0.057 for up to 2/2 printing
$0.062 for up to 4/4 printing
Inline Insert Print Fee* $0.057 Black printing
$0.062 Color printing
Batch Fee (per mailing batch under 200 mail pieces) $5.00
Excess Pages Handwork Surcharge (per mail piece) $0.35
Address Updates – per “hit” (address that gets updated) $0.30 NCOA
$0.30 ACS
*Prices assume normal ink/toner coverage for business documents. Flood coating the entire page in color or other types of ext remely high coverage
designs may cost more or not be technically feasible. Extremely high coverage designs can cause content to bleed through to the other side of the page
or to cause the page to curl too much to work properly with high-speed mail inserting equipment.
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Materials
Standard 8.5” x 11” Paper Stock (per sheet) $0.015
Standard Double Window Outgoing #10 Envelope $0.023
Standard Single Window Return #9 Envelope $0.020
Outgoing Flat Envelope – used for mail pieces with excess pages $0.17
Custom Printed Optional Outgoing #10 Envelope $0.027
Custom Printed Optional #9 Envelope $0.025
Insert Services
InfoSend Produced Quoted based on specification
Envelope Messaging (Snipes) Quoted based on specification
Electronic Inserts $0.01
Inserting Fee
Fee to insert an InfoSend produced or Client provided marketing or informational insert. Client
provided (drop-shipped) inserts must be professionally packaged and ready for usage. If folding is
required then additional fees apply based on folding requirements. Minimum fee is $0.01 per insert
for folding. If inserts are not professionally packaged and damaged in shipment or require additional
labor to prepare for inserting then additional fees can apply.
Per item fee assumes the insert will be included in all mail pieces. Selective inserting is available but
requirements must be reviewed on a case by case basis to determine if additional fees will apply for
setup and handling.
$0.01 per insert
Optional Document Services
Print Image Archiving (Per Document Image), with
included USPS mail tracking
$0.008 - For 12 Months of Retention
$0.015 - For 24 Months of Retention
$0.021 - For 36 Months of Retention
$0.026 – For 48 Months of Retention
$0.0325 – For 60 Months of Retention
Print Image Archive API Monthly Support Fee $100.00
Final Doc Transfer (FDT) Option 1: $0.008 per document. One PDF will be provided per batch with
multiple documents in it. InfoSend standard batch file format provides account
and page numbers for each record in the batch.
Option 2: $0.01 per document. Each document will be provided in a separate
PDF file. A custom batch file format can be provided if the InfoSend standard
format will not work.
Professional Services Rate (per hour) $175.00
Returned Mail Handling $0.35 per reported returned mail piece
Remit Tracking $50 monthly support fee
Client Volume Assumptions
Customers Contacted or Billed Monthly
30,000 - Printed
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EXHIBIT D
INSURANCE REQUIREMENTS
CONSULTANTS TO THE CITY OF PALO ALTO (CITY), AT THEIR SOLE EXPENSE, SHALL FOR THE TERM OF THE
CONTRACT OBTAIN AND MAINTAIN INSURANCE IN THE AMOUNTS FOR THE COVERAGE SPECIFIED BELOW,
AFFORDED BY COMPANIES WITH AM BEST’S KEY RATING OF A-:VII, OR HIGHER, LICENSED OR
AUTHORIZED TO TRANSACT INSURANCE BUSINESS IN THE STATE OF CALIFORNIA.
AWARD IS CONTINGENT ON COMPLIANCE WITH CITY’S INSURANCE REQUIREMENTS AS SPECIFIED HEREIN.
REQUIRED TYPE OF COVERAGE REQUIREMENT
MINIMUM LIMITS
EACH
OCCURRENCE AGGREGATE
YES
YES
WORKER’S COMPENSATION
EMPLOYER’S LIABILITY
STATUTORY
STATUTORY STATUTORY STATUTORY
YES
GENERAL LIABILITY, INCLUDING
PERSONAL INJURY, BROAD FORM
PROPERTY DAMAGE BLANKET
CONTRACTUAL, AND FIRE LEGAL
LIABILITY
BODILY INJURY
PROPERTY DAMAGE
BODILY INJURY & PROPERTY
DAMAGE COMBINED.
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
YES
AUTOMOBILE LIABILITY,
INCLUDING ALL OWNED, HIRED,
NON-OWNED
BODILY INJURY
- EACH PERSON
- EACH OCCURRENCE
PROPERTY DAMAGE
BODILY INJURY AND PROPERTY
DAMAGE, COMBINED
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
YES
PROFESSIONAL LIABILITY,
INCLUDING, ERRORS AND
OMISSIONS, MALPRACTICE (WHEN
APPLICABLE), AND NEGLIGENT
PERFORMANCE
ALL DAMAGES $1,000,000
YES
THE CITY OF PALO ALTO IS TO BE NAMED AS AN ADDITIONAL INSURED: CONSULTANT, AT ITS SOLE COST
AND EXPENSE, SHALL OBTAIN AND MAINTAIN, IN FULL FORCE AND EFFECT THROUGHOUT THE ENTIRE TERM
OF ANY RESULTANT AGREEMENT, THE INSURANCE COVERAGE HEREIN DESCRIBED, INSURING NOT ONLY
CONSULTANT AND ITS SUBCONSULTANTS, IF ANY, BUT ALSO, WITH THE EXCEPTION OF WORKERS’
COMPENSATION, EMPLOYER’S LIABILITY AND PROFESSIONAL INSURANCE, NAMING AS ADDITIONAL
INSUREDS CITY, ITS COUNCIL MEMBERS, OFFICERS, AGENTS, AND EMPLOYEES.
I. INSURANCE COVERAGE MUST INCLUDE:
A. A CONTRACTUAL LIABILITY ENDORSEMENT PROVIDING INSURANCE COVERAGE FOR
CONSULTANT’S AGREEMENT TO INDEMNIFY CITY.
II. THE CONSULTANT MUST SUBMIT CERTIFICATES(S) OF INSURANCE EVIDENCING REQUIRED COVERAGE
AT THE FOLLOWING EMAIL: PURCHASINGSUPPORT@CITYOFPALOALTO.ORG
III. ENDORSEMENT PROVISIONS WITH RESPECT TO THE INSURANCE AFFORDED TO ADDITIONAL
INSUREDS:
A. PRIMARY COVERAGE
WITH RESPECT TO CLAIMS ARISING OUT OF THE OPERATIONS OF THE NAMED INSURED,
INSURANCE AS AFFORDED BY THIS POLICY IS PRIMARY AND IS NOT ADDITIONAL TO OR
CONTRIBUTING WITH ANY OTHER INSURANCE CARRIED BY OR FOR THE BENEFIT OF THE
ADDITIONAL INSUREDS.
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B. CROSS LIABILITY
THE NAMING OF MORE THAN ONE PERSON, FIRM, OR CORPORATION AS INSUREDS UNDER
THE POLICY SHALL NOT, FOR THAT REASON ALONE, EXTINGUISH ANY RIGHTS OF THE
INSURED AGAINST ANOTHER, BUT THIS ENDORSEMENT, AND THE NAMING OF MULTIPLE
INSUREDS, SHALL NOT INCREASE THE TOTAL LIABILITY OF THE COMPANY UNDER THIS
POLICY.
C. NOTICE OF CANCELLATION
1. IF THE POLICY IS CANCELED BEFORE ITS EXPIRATION DATE FOR ANY REASON
OTHER THAN THE NON-PAYMENT OF PREMIUM, THE CONSULTANT SHALL PROVIDE
CITY AT LEAST A THIRTY (30) DAY WRITTEN NOTICE BEFORE THE EFFECTIVE DATE
OF CANCELLATION.
2. IF THE POLICY IS CANCELED BEFORE ITS EXPIRATION DATE FOR THE NON-PAYMENT
OF PREMIUM, THE CONSULTANT SHALL PROVIDE CITY AT LEAST A TEN (10) DAY
WRITTEN NOTICE BEFORE THE EFFECTIVE DATE OF CANCELLATION.
EVIDENCE OF INSURANCE AND OTHER RELATED NOTICES ARE REQUIRED TO BE
FILED WITH THE CITY OF PALO ALTO SENT TO THE FOLLOWING EMAIL:
PURCHASINGSUPPORT@CITYOFPALOALTO.ORG
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EXHIBIT E
INFORMATION OF PRIVACY
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EXHIBIT “F”
CYBERSECURITY TERMS AND CONDITIONS
In order to assure the privacy and security of the personal information of the City's customers and people
who do business with the City, including, without limitation, CONSULTANTs, utility customers, library
patrons, and other individuals and companies, who are required to share such information with the City, as
a condition of receiving services from the City or selling goods and services to the City, including, without
limitation, the Software as a Service services provider (the "Consultant") and its sub contractors, if any,
including, without limitation, any Information Technology ("IT") infrastructure services provider, shall
design, install, provide, and maintain a secure IT environment, described below, while it renders and
performs the Services and furnishes goods, if any, described in the Statement of Work, Exhibit B, to the
extent any scope of work implicates the confidentiality and privacy of the personal information of the City's
customers. The Consultant shall fulfill the data and information security requirements (the "Requirements")
set forth in Part A below.
A "secure IT environment" includes (a) the IT infrastructure, by which the Services are provided to the
City, including connection to the City's IT systems; (b) the Consultant's operations and maintenance
processes needed to support the environment, including disaster recovery and business continuity planning;
and (c) the IT infrastructure performance monitoring services to ensure a secure and reliable environment
and service availability to the City. "IT infrastructure" refers to the integrated framework, including, without
limitation, data centers, computers, and database management devices, upon which digital networks
operate.
In the event that, after the Effective Date, the Consultant reasonably determines that it cannot fulfill the
Requirements, the Consultant shall promptly inform the City of its determination and submit, in writing,
one or more alternate countermeasure options to the Requirements (the "Alternate Requirements" as set
forth in Part B), which may be accepted or rejected in the reasonable satisfaction of the Information Security
Manager (the "ISM").
Part A. Requirements:
The Consultant shall at all times during the term of any contract between the City and the Consultant:
(a) Appoint or designate an employee, preferably an executive officer, as the security liaison to the
City with respect to the Services to be performed under this Agreement.
(b) Comply with the City's Information Privacy Policy:
(c) Have adopted and implemented information security and privacy policies that are documented, are
accessible to the City, and conform to ISO 27001/2 – Information Security Management Systems
(ISMS) Standards. See the following:
http://www.iso.org/iso/home/store/catalogue_tc/catalogue_detail.htm?csnumber=42103
http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=50297
(d) Conduct routine data and information security compliance training of its personnel that is
appropriate to their role.
(e) Develop and maintain detailed documentation of the IT infrastructure, including software versions
and patch levels.
(f) Develop an independently verifiable process, consistent with industry standards, for performing
professional and criminal background checks of its employees that (1) would permit verification of
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employees' personal identity and employment status, and (2) would enable the immediate denial of
access to the City's confidential data and information by any of its employees who no longer would
require access to that information or who are terminated.
(g) Provide a list of IT infrastructure components in order to verify whether the Consultant has met or
has failed to meet any objective terms and conditions.
(h) Implement access accountability (identification and authentication) architecture and support role-
based access control ("RBAC") and segregation of duties ("SoD") mechanisms for all personnel,
systems, and Software used to provide the Services. "RBAC" refers to a computer systems security
approach to restricting access only to authorized users. "SoD" is an approach that would require
more than one individual to complete a security task in order to promote the detection and
prevention of fraud and errors.
(i) Assist the City in undertaking annually an assessment to assure that: (1) all elements of the Services'
environment design and deployment are known to the City, and (2) it has implemented measures
in accordance with industry best practices applicable to secure coding and secure IT architecture.
(j) Provide and maintain secure intersystem communication paths that would ensure the
confidentiality, integrity, and availability of the City's information.
(k) Deploy and maintain IT system upgrades, patches and configurations conforming to current patch
and/or release levels by not later than one (1) week after its date of release. Emergency security
patches must be installed within 24 hours after its date of release.
(l) Provide for the timely detection of, response to, and the reporting of security incidents, including
on-going incident monitoring with logging.
(m) Notify the City within one (1) hour of detecting a security incident that results in the unauthorized
access to or the misuse of the City's confidential data and information.
(n) Inform the City that any third party service provider(s) meet(s) all of the Requirements.
(o) Perform security self-audits on a regular basis and not less frequently than on a quarterly basis, and
provide the required summary reports of those self-audits to the ISM on the annual anniversary
date or any other date agreed to by the Parties.
(p) Accommodate, as practicable, and upon reasonable prior notice by the City, the City's performance
of random site security audits at the Consultant's site(s), including the site(s) of a third-party service
provider(s), as applicable. The scope of these audits will extend to the Consultant's and its third-
party service provider(s)' awareness of security policies and practices, systems configurations,
access authentication and authorization, and incident detection and response.
(q) Cooperate with the City to ensure that to the extent required by applicable laws, rules and
regulations, and the Confidential Information will be accessible only by the Consultant and any
authorized third-party service provider's personnel.
(r) Perform regular, reliable secured backups of all data needed to maximize the availability of the
Services. Adequately encrypt the City of Palo Alto's data, during the operational process, hosted at
rest, and the backup stage at the CONSULTANTs' environment (including CONSULTANT's
contracting organization's environment).
(s) Maintain records relating to the Services for a period of three (3) years after the expiration or earlier
termination of this Agreement and in a mutually agreeable storage medium. Within thirty (30) days
after the effective date of expiration or earlier termination of this Agreement, all of those records
relating to the performance of the Services shall be provided to the ISM.
(t) Maintain the Confidential Information in accordance with applicable federal, state, and local data
and information privacy laws, rules, and regulations.
(u) Encrypt the Confidential Information before delivering the same by electronic mail to the City and
or any authorized recipient.
(v) Provide Network Layer IP filtering services to allow access only from the City of Palo Alto's IP
address to the CONSULTANT environment (primarily hosted for the City of Palo Alto).
(w) Offer a robust disaster recovery and business continuity (DR-BCP) solutions to the City for the
systems and services the CONSULTANT provides to the City.
(x) Provide and support Single Sign-on (SSO) and Multifactor Authentication (MFA) solutions for
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authentication and authorization services from the "City's environment to the CONSULTANT's
environment," and CONSULTANT's environment to the CONSULTANT's cloud services/hosted
environment." The CONSULTANT shall allow two employees of the City to have superuser and
super-admin access to the CONSULTANT's IT environment, and a cloud-hosted IT environment
belongs to the City.
(y) Unless otherwise addressed in the Agreement, shall not hold the City liable for any direct,
indirect or punitive damages whatsoever including, without limitation, damages for loss of
use, data or profits, arising out of or in any way connected with the City's IT environment,
including, without limitation, IT infrastructure communications.
(z) The Vendor must provide evidence of valid cyber liability insurance policy per the City’s
EXHIBIT “D” INSURANCE REQUIREMENTS.
Part B. Alternate Requirements:
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EXHIBIT F
INFORMATION PRIVACY POLICY
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