Agenda packet — Brea City Council, June 17, 2025 (part 3 of 7)

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 50 Due to this the average call wait time for our customer service representatives is less than 15 seconds. In the current year, they have processed an average of 48 calls per hour. Furthermore, nearly 100% of all calls/issues are resolved during the initial phone call.

Upon request, we will provide the average violation billing time, call wait time, calls processed per hour by customer service representatives, and the percentage of calls/issues resolved in one phone call.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - VII. Reporting - f” of by the City.

The Revenue Enhancement Program ensures that the Service Center identifies high value account collections in their outbound calls for collections. The predictive dialer calls for high outstanding false alarms charges and Customer Care Representatives contact customers with follow-up reminders for customers whose accounts include an agreed to pay notation on a specific date.

These policies as part of the overall FAMS solution produce measurable results. The City of Houston received a $3.8 million dollar increase in revenue collected from false alarms within the first two years of adopting the FAMS solution. According to Alfred Moran, Director of Administration and Regulatory Affairs Department for the City of Houston, statistics indicate that revenue collected from false alarms will continue to rise.

Additionally, the redundancy provided by PM AM of having three similar Call Centers located at Dallas, TX, and Houston, TX shall be a huge benefit for the City in the event of an Act of God striking one of the centers.

Customer Representative Service Philosophy
PM AM understands that the City has high customer service expectations. PM AM seeks the highest degree of professionalism and courtesy in our service representatives and provides extensive customer service training to each employee before they start taking live calls.

The following chart contains the highlights of our service guidelines.

Courtesy and Professionalism Standards
x Remember the difference between customer service and citizen service. You are representing the City and the person you are calling expects their government to be very responsive.
x Answer the phone pleasantly and maintain a pleasant demeanor while on the phone. x Be sincere at all times. People will sense insincerity on the phone even though they cannot see your facial expressions or other non-verbal communication clues such as hand gestures, head nods and body posture.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 51 x Know the ordinance and all information regarding its compliance. x Return all phone calls within the same day.
x Keep remarks of the contacts you make in the FAMS notes section. These notes are crucial for future contact of when city officials wish to check on an alarm user citizen account. Note dates for follow-up.
x Listen and respond to the person on the other end of the line. When you focus on them rather than on what you are going to say next, the phone call becomes much more conversational.
x Know what you want to say before making an important call. x Do not do things such as open mail, do paperwork while on the phone. The person you are talking with will know you are distracted.
x Meeting weekly goals requires setting and meeting daily goals. Record you progress on a daily basis.
x Always use introductory or follow-up letters, FAMS informational fliers or other educational materials to further the goal of alarm reduction. x Focus to resolve calls in a timely fashion with politeness. If it becomes evident that the person is not the one needed to resolve the issue. Obtain the correct information and then contact that person.
x Before disconnecting the call, one should recap the reason for the call, the resolution provided and that the expectation has been met and the caller is satisfied.

Customer Messaging Standards
x Clearly identify yourself, the nature of the call and what action is required of the alarm user.
x Provide a call back telephone number.
x Speak with confidence and authority.
x When you connect with a secretary or an assistant to the person responsible for payments, ask about a convenient time that might be best to call back. x When finding it difficult to get business alarm users, try to call early in the morning or later in the evening when more time may be available.

FALSE ALARM REDUCTION PROCESSES
It is the intent of all Police departments to significantly reduce false alarms, PM AM worked in collabration with the City of Brea Police Department in past between 2020 to 2023 to reduce the false alarm activations and are happy to share that these efforts have helped reduce the false alarm by over 28%. PM AM commit to invest sizeable resources, time and money in developing an array of processes and methods to address the issue of false alarms and engage your citizens through multiple outreach efforts, that are proven to consistently deliver sustained decrease in false alarms for our partner cities and counties.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 52 We are providing some of the methods that consistently produce positive results in reducing false alarms.

Repetitive False Alarm Violators Identification
FAMS has meaningful reports but more importantly, FAMS also presents decision support tools like dashboards and scorecards. These tools systematically identify repeat offenders who cause a high number of false alarms though these repeat violators are limited in numbers. These highly intelligent, analytical reports are then utilized by the PM AM’s Customer Care service to deploy meaningful outreach efforts that usually encourages repeat violators to take corrective actions and this prevents further false alarms from happening.

Educational Material
In 2007 PM AM started providing Educational Material in the form of CDs, this approach was modern and innovative. Since its launch by PM AM, the industry has adopted this practice and this engagement strategy is offered by almost all industry-players. These material educates alarm users about the impact of false alarms on police resources and how such calls take otherwise limited police resources away from true emergencies. These educational materials are available in English and Spanish languages.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - V. Customer Service – b” of by the City.

Online False Alarm Academy
The False Alarm Academy is an online school that allows your citizens to learn false alarm prevention strategies and complete a test for understanding how to prevent future incidents. The Academy is particularly effective when used as part of the alarm permit reinstatement process for users whose permit has been suspended due to a high number of false alarms, if the alarm ordinance of the City mandates such a provision or as an option for the first false alarm offenses as required by the City. The Academy can be established as part of an online process with a secure login/password. PM AM will assist the City so a detailed curriculum and test questions/answers are produced that are relevant to the City’s False Alarm Ordinance.

This add-on benefit service is part of our inclusive FAMS package and is provided at no cost to the City and its citizens to further educate them and reduce false alarms. As a direct result of the increased awareness among citizens, cities and counties see a reduction in their false alarms.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - V. Customer Service – b” of by the City.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 53

MARKETING AND PUBLIC SERVICE INFORMATION
PM AM’s document specialist will work closely with the City staff on the finalization of all outgoing alarm billing documents, forms, communications, and web site portal content that will be sent to citizens or program partners. This process will also finalize and prepare all citizens for outreach marketing materials.

Documents and communication content finalized in this phase will include:
x Citizen communication plan
x Security company communication plan
x Alarm permit layout finalization
x Invoice layout finalization
x Citizen outreach for noncompliance (people operating alarms with a valid permit) x Citizen self-service portal website content
x Security company self-service website content
x Customer Care center call greetings and IVR scripts
x Email content sent to citizens for false alarm reduction x Voice mail message content delivered by auto dialer
Public Relations
The PM AM outreach team will create a comprehensive marketing and public relations plan in conjunction with City staff to publicize the alarm ordinance program to the City residents and businesses through various processes. The plan will include the following elements:
x Public announcements in community newspapers
x Water bill inserts
x Finalize content for the animated, multi-media education CD x Content of the False Alarm Reduction Academy
x Newsletter updates and website content
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 54 Water Bill Insert
All alarm users in City of Brea are required to register their alarms with the City and operate their alarms in an efficient manner.

CITY OF BREA, CA

CITY OF BREA, CA
eGovernment https://www.ci.brea.ca.us/375/Alarm-Permit-Renewals Mailing Address: City of Brea
False Alarm Reduction Program
P. O. Box XXXXXX,

XXXXXXX, XX XXXXX
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 55 All homeowners and business owners within City of Brea, are required by Resolution #XX-XXXX to register their home and / or business alarm systems.

The annual registration fee for a Residential burglary alarm system without a panic alarm system is $XX and is $XX with a panic alarm system.

The annual registration fee for a non-residential burglary alarm system without a panic alarm system is $XX and $XX for a hold-up or panic alarm system.

Failure to register the alarm system can result in a misdemeanor with fine of up to $XX.

To avoid penalty, register your alarm system with City of Brea, by using one of the following options:
- OR -
ONLINE

CHECK TO
City of Brea
False Alarm Reduction Program
P. O. Box XXXXX

XXXXXXX, XX XXXXX
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 56 DATA SECURITY | RELIABILITY
This complete section fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - VI. Data Security and Reliability” of by the City.

Maintenance Agreements and Requirements
FAMS is a 100% web-based solution and does not require any hardware, peripherals or any foreign- devices to be introduced in the cities secure IT environment.

PM AM provides a hosted False Alarm Management solution to the City. The hosting is provided by Rackspace Hosting, a top tier dedicated hosting company located in the United States.

The FAMS hosting environment is designed to deliver FAMS in an “Always Available” 24/7 365 days per year mode to the City officials and citizens.

FAMS system availability up time and responsiveness is directly correlated to Rackspace’s leadership in providing optimal data center and application hosting services. Since 2004, FAMS has never experienced a downtime incident.

All system updates and upgrades are performed by PM AM staff and are inclusive to the program at no additional fees or costs to the City.

Disaster Recovery Plan
PM AM maintains a comprehensive IT Disaster Recovery and Business Continuity plan that ensures recovery point objective of 24 hours. The disaster recovery plan specifically addresses critical risk areas that could impact the project and the action plan to address such an eventuality.

Multi location redundancy and backup of system and data ensures that the operations are up and running within 24 hours.

PM AM Business Continuity Management policy ensures that all configurable items identified are documented and a risk assessment carried out to analyze vulnerability on each configurable item based on which an appropriate mitigation and contingency plan is put in place. A resource is identified for each configurable item defined in the plan. The data management plan also defines the life cycle for each of the configurable Items from creation to closure.

The disaster recovery plan is regularly updated, mock drills are periodically carried out to test the efficiency of the Disaster Recovery plan.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 57 PM AM commits to promptly notifying the city of any security vulnerability alerts. We will provide dedicated support to address and remediate these vulnerabilities within one business day, ensuring rapid resolution and maintaining the security integrity of our systems and your operations.

Data Back-up and Storage
PM AM maintains a comprehensive IT Disaster Recovery and Business Continuity plan that ensures daily backup of our application’s critical data to achieve recovery point objective of 24 hours.

This covers data onsite along with a copy of it placed at an off-site location.

IT Policies, Processes and Systems
PM AM's False Alarm Management Solution (FAMS) is designed, developed and deployed per the robust and time proven 256-bit Secured Socket layer (SSL). SSL ensures an encrypted link between the server and the client and transfers the data using 256-bit encryption. FAMS has an in-built mechanism to also support legacy browsers that have limitations and can only work with 128-bit SSL encryption.

Access to key menus that are important and considered valuable such as billing, and payment processing at PM AM's end are further restricted. Such options are only available to known and approved IP addresses. This way, an intrusion from unknown IP addresses is restricted.

The access to FAMS application is allowed through authenticated login credentials only. In addition, access is available only to authorized users. The user authorization and authentication determine the menus that are available to the user who has logged in through a password verified process. All passwords are first encrypted using Microsoft certified techniques before these data elements are stored in the database. This way, even the database visibility does not reveal the password. This scheme is applicable to all users with no exceptions.

The data architecture ensures that appropriate constraints are maintained to ensure data integrity. PM AM has hearty and defined processes which routinely validate, ensure data integrity and consistency of the database by checking the tables, objects, data components and stored procedures, etc.

PM AM follows referential integrity through foreign keys so that data is always consistent with the parent tables. Important attributes such as addresses are verified against City’s GIS to ensure that data elements are always in conformance to "Normalization forms" to the extent applicable to FAMS.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 58 The servers are hosted at Rackspace, detailed information is provided in section “Hosting Environment” of the RFP response. The servers are dedicated servers of PM AM with security to provide limited access to approved IP addresses along with other standard security measures like firewall etc.

Data Security Practices
PM AM hosts its servers on the world’s leading managed cloud provider, Rackspace. The following security measures are in place at Rackspace for PM AM servers that host the application and database.

Physical Security
x Data center access limited to Rackspace data center technicians x Biometric scanning for controlled data center access
x Security camera monitoring at all data center locations x 24x7 onsite staff provides additional protection against unauthorized entry x Unmarked facilities to help maintain low profile
x Physical security audited by an independent firm
System Security
x System installation using hardened, patched OS
x System patching configured by Rackspace to provide ongoing protection from exploits x Dedicated firewall and VPN services to help block unauthorized system access x Data protection with Rackspace managed backup solutions x Optional, dedicated intrusion detection devices to provide an additional layer of protection against unauthorized system access
x Distributed Denial of Service (DDoS) mitigation services based on our proprietary Rackspace PrevenTier™ system
x Risk assessment and security consultation by Rackspace professional services teams Operational Security – the Rackspace Infrastructure
x ISO 17799-based policies and procedures, Regularly reviewed as part of our SAS 70 Type II audit process
x All employees trained on documented information security and privacy procedures x Access to confidential information restricted to authorized personnel only, according to documented processes
x Systems access logged and tracked for auditing purposes x Secure document-destruction policies for all sensitive information x Fully documented change-management procedures
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 59 x Independently audited disaster recovery and business continuity plans in place for Rackspace headquarters and support services
Operational Security – Customer's Application Environment x Best practices used in the random generation of initial passwords x All passwords encrypted during transmission and while in storage at Rackspace x Secure media handling and destruction procedures for all customer data x Rackspace Security Services can provide guidance in developing security processes for compliance programs
PM AM IT Processes
Hosting Environment
PM AM provides a hosted False Alarm Management solution to the City. The hosting is provided by Rackspace Hosting, a NYSE listed company with the market cap of 4.05 billion that has recently been taken private.

Rackspace Hosting
Rackspace hosting provides world class, dedicated server hosting to PM AM. FAMS system availability up time and responsiveness is directly correlated to Rackspace’s leadership in providing optimal data center and application hosting services.

Rackspace Hosting has global security certifications and compliance verifications for Service Organization Controls (SOC) 2 Type II and SOC 3. SOC 2 is a cybersecurity compliance framework that ensures third-party service providers store and process client data securely.

Since 2004, FAMS has never experienced a downtime incident. More about Rackspace Hosting services is provided below.

Physical Security
x Keycard protocols, biometric scanning protocols and round-the-clock interior and exterior surveillance monitor access to every one of Rackspace data centers. x Only authorized data center personnel are granted access credentials to Rackspace data centers. No one else can enter the production area of the datacenter without prior clearance and an appropriate escort.
x Every data center employee undergoes multiple and thorough background security checks before they are hired.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 60 Precision Environment
x Every data center's HVAC (Heating Ventilation Air Conditioning) system is N+1 redundant. This ensures that a duplicate system immediately comes online should there be an HVAC system failure.
x Every 90 seconds, all the air in our data centers is circulated and filtered to remove dust and contaminants.
x Rackspace’s advanced fire suppression systems are designed to stop fires from spreading in the unlikely event one should occur.
x All cables are securely tied down with cable racks suspended from ceilings, providing dual routes for all cables.

Conditioned Power
x Should a total utility power outage ever occur, all of the Rackspace data centers' power systems are designed to run uninterrupted, with every server receiving conditioned UPS (Uninterruptible Power Supply) power.
x Rackspace’s UPS power subsystem is N+1 redundant, with instantaneous failover if the primary UPS fails.
x If an extended utility power outage occurs, Rackspace’s routinely tested, on-site diesel generators can run indefinitely.

Core Routing Equipment
x All routing equipment is housed in a secured core routing room and fed by its own redundant power supply.
x Fiber carriers can only enter Rackspace data centers at disparate points to guard against service failure.

Network Technicians
x Rackspace requires that the networking and security teams working in Rackspace’s data centers be certified. Rackspace also requires that they be thoroughly experienced in managing and monitoring enterprise level networks.
x Rackspace Certified Network Technicians are trained to the highest industry standards.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 61 Change Management and Product Enhancements
PM AM leverages its benchmarked processes for its change management program. All software and system changes are categorized as requiring less than 48 hours, 48 – 72 hours or 72+ hours to create and implement. Any changes falling under the 72+ hour category will be performed undergoing the full change lifecycle. PM AM keeps all stakeholders informed of the progress as part of the required process.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 62 IMPLEMENTATION PLANNING | TIMELINE
One of the many advantages that PM AM offers to the City of Brea, there is no need to proceed down a new implementation planning and delivery path. As PM AM was handling the City of Brea’s alarm program recently and can make program operational in short period, the City will avoid all disruptions having to move to another alarm program environment.

The incorporation of any new business processes required to support additional capabilities / objectives defined under this solicitation, is easily accomplished by only having to expand the current Standard Operating Procedures (SOP) in an addendum format.

Implementation Plan Overview
In 2010, PM AM developed a very comprehensive implementation plan for establishing best practices towards configuring, testing and launching FAMS’ support systems and alarm administration processes required to fulfill City’s alarm ordinance. This implementation process was successfully executed resulting in the City’s advanced administrative alarm program environment of today.

Project Implementation Timelines
For illustrative purposes, PM AM has listed the project deliverables, timelines and the time required by City staff and PM AM staff to successfully implement PM AM’s False Alarm Management Services Project.

Deliverables Project Milestones Responsibility Projected Timeline
1 Authorization Letters Sign off City Week 1
2 Creation of Standard Operating
Procedures (SOP) and Sign-off PM AM and City Week 1 – 2 3 Sharing of all program data
requirements with the city PM AM Week 3
4 Content for Invoices and
correspondence creation and approval PM AM and City
3 Weeks from
City providing
approved SOP
5 Data Import PM AM
3 Weeks from
City providing
their alarm
program data
6 Training to City Users* PM AM and City
5 Weeks from
City providing
approved SOP
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 63 7 Citizen website and FAMS program
implementation GO LIVE PM AM
6 Weeks from
City providing
approved SOP
PM AM shall be conducted remotely in several sessions on an as needed basis, accompanied by detailed training documentation for end users and system administrators. Customized training schedules will be crafted for key groups—system administrators, finance staff, and sworn/civilian staff—to ensure all participants are proficient and fully equipped to manage and utilize the system effectively.

The city retains ownership of all data associated with the alarm permits. At the conclusion of the contract term, PM AM will return all of the City's data, including records, files, databases, and related project information and materials, in a mutually agreed-upon format.

Throughout the duration of the agreement with the City of Brea, all intellectual property and data belonging to the City will be available for download and transfer at no additional cost. This will be facilitated through file export options or SFTP or via secure FTPS, ensuring secure and efficient data handling.

We also confirm that our policy strictly adheres to not sharing, disseminating, or using any data for reporting, analysis, or demonstration purposes without obtaining prior permission from the City. We fully commit to respecting and securing the confidentiality and integrity of all data, ensuring compliance with your directives and safeguarding your interests.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 64

STAFF TO BE ASSIGNED
Organization Chart
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 65 Key Personnel Committed to Project
PM AM believes that excellence is possible when the right people are responsible for specific functions of managing FAMS™ related projects. The following organization chart describes the roles and responsibilities of PM AM personnel who will oversee the alarm program for the City of Brea.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 66 PM AM has adequate staffing of ~40 in 2 call centers. All our staff goes through a rigorous hiring process that includes drug & background screenings and I-9 verification. Each team member also goes through an extensive training process. The quality of our well-trained staff is a primary factor in the many accolades our client municipalities have bestowed on PM AM since 2004.

PM AM has a dedicated staff of customer support representatives, these trained staff respond to customers phone calls thru a dedicated toll-free number in real time and emails the same day, emails that are received late are responded to next day, 99%+ responses include comprehensive details based on the question and resolved with a single response. PM AM has the Same Day Call Back Policy in place for any voice messages left after office hours, this results into high level of customer satisfaction.

Below is a list of key PM AM Managers that will be involved in managing the City’s Program:

Implementation Team
Kevin George
Implementation Specialist/City liaison
[email protected]
Kevin joined PM AM in May 2023, with 30 years of outstanding customer service experience and 25 years of technical experience. Kevin has proven himself as an essential employee ready to do what it takes to deliver outstanding service all his customers.

Prior to working for PM AM Kevin worked for PX Technology as an Implementation Engineer and Support Analyst. Providing installations and configuration for their customers’ custom applications and working closely with medical staff to ensure satisfaction with the deployment of their product.

In his time in the industry, Kevin has served in many roles from leading a team of agents in a call center to obtaining Microsoft certifications for supporting servers and Microsoft CRM. Kevin has also proven himself as a QA resource using PL SQL to confirm the accuracy to changes in Oracle database and testing ETL jobs.

Kevin will collaborate closely with the City's project manager and the Police Department's project manager to develop a comprehensive project plan. This plan will

KEY PERSONNEL COMMITTED TO PROJECT
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 67 outline key phases such as the kick-off meeting, requirements validation, system setup, interface testing, data migration, user acceptance testing, training, transition, and ongoing support.

He will lead all meetings which will occur weekly or more frequently as necessary, ensuring thorough communication and timely status updates covering weekly progress, upcoming activities, any deviations from the schedule with corrective plans, resource allocation impacts, areas requiring management focus, and will include detailed meeting minutes and action item tracking. This structured approach ensures the project remains on schedule
Dhiren Raval
IT Program Manager
[email protected]
With an impressive history of over 20 years in the IT and Program/Project Management field, Dhiren is a seasoned IT specialist with PMP Certification excelling in system design, implementation, training, documentation, and support. Boasting robust communication skills, he adeptly bridges client requirements with developers and clarifies developer inquiries to clients.

Entrusted with the technical realm of FAMS™, Dhiren ensures seamless administrative, back-office operations, onboarding new clients on to the FAMS™ platform and supervising the application technical support among other duties.

Operations Team
Pankaj Kumar
Chief Executive Officer | Executive Project Sponsor
[email protected]
As a Project Sponsor, Mr. Kumar ensures that all roles and responsibilities are aligned to the commitment PM AM made in terms of quality and speed of carrying out all alarm administration service processes. He is also available to you to resolve issues and constraints that are noticed by you or your citizens during the entire life of the project.

Jimmy L Spivey
Vice President of Sales | Public Safety Division
[email protected]
Jimmy Spivey recently retired as Chief of the Richardson Texas Police Department.

Chief Spivey spent many decades in Law Enforcement in Dallas and Richardson with PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 68 over 10+ years as Police Chief. The Richardson Police Department was the first FAMS partner in 2004 with PM AM and Chief Spivey was instrumental in providing key inputs to bring down false alarms for the public safety organizations.

Troy Brown
Director Customer Service
[email protected]
As director over Customer Service, Troy oversees the day-to-day operations of the call centers, and the data entry teams. He is also the primary point of contact through the duration of the implementation process and over the lifetime of the program. Troy brings 25+ years of call center management experience. He is responsible for managing the call centers and Back office of 35-40 employees.

Monica De La Rosa
Call Center Supervisor
[email protected]
Monica would be the Program Lead for the City of Brea and assist with requests and develop new campaigns and content to engage citizens to increase their awareness about the City’s alarm ordinance. This role and her initiatives are key in customer engagement through mailings, email and voicemail communications and marketing campaign materials.

Madhura Kotkar
Payment Specialist
[email protected]
Madhura works diligently to process daily Lockbox files and carries out manual research for the payments that did not come with coupons. She is responsible for keeping Lockbox and FAMS™ always reconciled.

Olga Salazar
Alarm Incident Matching & Training Specialist
[email protected]
Responsible for reviewing, correcting, and updating all CAD alarm files to ensure complete and proper matching of incident data to the correct permits, she maintains open communication with city contacts for all incident issues. She also tracks incident data and ensures efficient, timely, and accurate matching for billing purposes.

Additionally, as a training specialist, she supports the call center in onboarding new hire agents and facilitates the training of policies and procedures for PM AM. As a PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 69 senior agent, she assists with customer engagement through mailings, emails, voicemail communications, and escalations.

Priscilla Ceballos
New Installations, Cancellations and Payment Specialist [email protected]
Priscilla is responsible updating permits when PM AM receives notification from the alarm companies of a change of status to their permit holders. She is also responsible for deposits for cities that are not on bank operated Lockbox.

Antonia Rodriguez
Mail Processing Specialist
[email protected]
Antonia is responsible for the scanning and batching all correspondence received through the lockboxes. This process is vital to PM AM to maintain time-bound standards for payment processing. She also ensures that any collateral sent to the permit holders on behalf of the city are printed and sent within the designated timeframes.

Besides these key individuals, PM has two call centers that are fully trained and staffed with call takers, back-office personnel in Dallas and in Houston. In order to support the operation PM AM rents approximately 7,000 square foot is space for these two call centers.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 70

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 71 PM AM Corporation (C-Corp) is a
privately-owned minority and
woman-owned enterprise
incorporated in 1999 in the State of
Texas. Company headquarters are
located in Dallas, TX with additional
offices in Houston, TX. All FAMS
services are provided from these two
centers located in United States. PM
AM has been providing alarm
management services since 2004 and
the majority of the company’s
revenue is derived from false alarm
management solutions.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 72 PM AM has earned several IT Awards and certifications.
x CJIS Ready
x SSAE-16 SOC 1 – Type II
x PCI | DSS Compliant
x Microsoft “Sequel 2005 Front Runner Status” – Only 185 companies worldwide x Microsoft “Sequel 2008 Front Runner Status”
x Microsoft Gold Certified Partner
x Microsoft ISV (Independent System Vendor) - Under 12 % of Microsoft partners have achieved this level
x Microsoft Custom Development Solutions Competency Certification x UiPath Automation Excellence Awards 2022 - Finance and Accounting Process Automation

x We take immense pride in our accomplishment of becoming a "CJIS Ready" (Criminal Justice Information Services) solution. This distinguished certification was conferred upon PM AM following an exhaustive examination of our systems, processes, protocols, and the team supporting the FAMS platform.
x The PM AM | FAMS payment processing process is regularly audited, allowing it to earn its SOC1 – SSAE 16 Type 2 certification. Cities are specifically interested in this certification as this provides them with the comfort that PM AM has proper controls to manage money and properly accounting for it.
x PM AM remains compliant with PCI | DSS compliance standards as applicable. x PM AM proudly holds the status of a Microsoft Gold Certified Partner, a prestigious certification that underscores our commitment to excellence and innovation. This recognition from Microsoft provides PM AM with an exclusive benefit of 40 hours of expert consultation from seasoned Microsoft Technology professionals. This guidance plays an integral role as we continually strive to infuse cutting-edge advancements into our FAMS™ solution. This

AWARDS AND CERTIFICATIONS
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 73 partnership not only highlights our alignment with industry-leading technology standards but also empowers us to leverage Microsoft's vast technical expertise. By doing so, we ensure that our FAMS™ system remains at the forefront of innovation, offering our clients robust, reliable, and state-of-the-art solutions tailored to their specific needs and requirements. x PM AM holds the esteemed position of a Microsoft ISV (Independent System Vendor) Partner, a recognition that underlines our adherence to best practices and quality standards.

This partnership began with an opportunity provided by Microsoft for partners to present their solutions for detailed examination. Microsoft's team of experts meticulously reviewed various aspects of our solution, assessing compliance with Microsoft's prescribed best practices. Upon their satisfaction with our alignment with these standards, we were awarded the ISV status.

We proudly submitted our FAMS system to Microsoft for this evaluation and successfully achieved the ISV accreditation. This accomplishment is particularly significant, considering that less than 12% of Microsoft Certified Partners have earned this status.

Please visit the following Microsoft website and search for keyword “FAMS”. http://pinpoint.microsoft.com/en-US/services/False-Alarm-Management-and-ReductionSolution-4294979079-4295615895?LocId=-1 x PM AM is a recipient of the prestigious UiPath Automation Excellence Award 2022 in Finance & Accounting Process Automation for the innovative use of UiPath Automation to automate its billing and month-end closing processes. PM AM FAMS Billing automation is a unique solution that completes the entire billing lifecycle right up to bank integration and check clearance. The solution validates over 3000+ rules every cycle which has resulted in improved efficiency and accuracy of the process. The solution brings the power of UI Path, OCR, and API Integration to simplify a complex process catering to over 150 clients with diverse requirements.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 74 State Of The Art Call Centers | Protection Against Disasters PM AM is committed to delivering uninterrupted alarm administration services for the City of Brea, operating primarily from our Dallas, TX office location.

We have strategically established two distinct processing and call center service sites in Dallas, TX and Houston, TX, ensuring redundancy and resilience in our operations. While the likelihood of physical or man-made disasters is remote, we are well-prepared to handle such eventualities. PM AM maintains a complete mirror-image backup of all processes, equipment, and essential personnel across locations. If one site were to be incapacitated, we could restore service to the city within 30 minutes at an alternate site.

DALLAS, TX HOUSTON, TX
PM AM has invested substantially in thought, time, and resources to set up state-of-the-art customer care center locations in Dallas, TX and Houston, TX. Our call support center network is ingeniously designed, allowing calls to be diverted seamlessly and efficiently between the two centers, ensuring uninterrupted service to our clients.

An Example: Hurricane Harvey, Aug 28th to Sept 1st, 2017, the City of Houston was impacted by torrential rains and flooding due to Hurricane Harvey. The mayor’s office declared that the City’s administrative offices would remain closed and PM AM Houston support office was closed due to flooding in the office building.

PM AM’s cloud-based phone system was configured, within 30 minutes, to re-route all calls intended for the Houston support center to PM AM’s Dallas support center. Even though the City’s offices were closed, Houston citizens were able to still call into and speak with PM AM CSRs regarding all their alarm questions.

VALUE ADD FEATURES AND SERVICES
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 75 PM AM is unique in the industry, providing an option for in-bound callers to leave a voice mail message for those calling after normal business support hours. PM AM’s standard Service Level Agreement (SLA) is to return these voice mail messages the next business day.

Other cities that have chosen other industry players to manage their alarm program have discovered that no capability exists to leave a voice mail message after office hours. Callers are requested to call back during normal business hours.

PM AM Advantages
PM AM derives its advantages from its commitment to “incremental innovation” on an on-going basis.

PM AM identifies two/three key areas every year for innovation/modernization and given the scope of the goals, sets aside a budget every year to undertake R&D so our partner cities can benefit from a solution that always remains current to the time.

This strategic approach ensures that our partner cities consistently benefit from a solution that stays relevant and responsive to the current times, challenges, platforms, and emerging trends. By focusing on the diverse needs of different demographics, including millennials, baby boomers, and the aging population within their municipalities.

The following are a few examples:
x Innovative Compliance Algorithm - 2020: This represents PM AM’s incremental innovation focused on further increasing ordinance compliance based on location (socio-economic demographic analysis) of the residence.
x FAMS iOS and Android Smartphone App - In 2018, PM AM started offering an ultra-modern iOS and Android smartphone app with 8 functions along with push notifications through touch ID function. Now, the citizens of our partner cities can carry out many functions like reviewing the City’s False Alarm Ordinance, making payments, viewing, and updating their key holder PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 76 information, historical information on false alarms, invoices etc. They can also access a variety of educational materials to help prevent future false alarms. x Scan to Pay - In 2017, PM AM started offering a unique state-of-the-art payment solution to citizens. Your citizens can now scan invoices through smartphones to pay invoices on the go. This solution is extremely handy for the millennial and others that conduct a majority of their business through their phones.
x USPS Mail Delivered | Guaranteed - In 2014, PM AM developed innovative processes which allow us to track the delivery of invoices and notices sent to citizens. This information is extremely helpful for our partner municipalities when dealing with walk-in customer inquiries, appeals etc. as it provides the date and time of when invoices were delivered to the citizen doorstep. This information is integrated into FAMS directly from the United States Postal Services (USPS) solution. PM AM has reasons to believe that it is the only company to offer this service. x Business/Franchise Chain Engagement - In 2013, PM AM and its strong user base were busy brainstorming and looking at ways to further enhance the collection of unpaid invoices by businesses/franchise chains. A unique service offering was added to FAMS portfolio that was once again 100% web-based and made available to business/franchise chains at no cost. Our user community has since seen an upsurge in payments from this group of customers. x Citizen experience through videos - In 2009, PM AM was the first service provider to introduce instructional videos, which assist citizens in learning permit and payment processes before actually undertaking these functions on FAMS citizen website. This function is no longer unique as it has been copied. The reason PM AM has included this is to assure the city that PM AM’s yearly goals and the R&D were invested in ensuring that our partner cities are always current for its citizens’ outreach.
x Integrated Document Printing - In 2008, PM AM partnered with Pitney Bowes (Listed at NYSE with $2.45 Billion market cap), an industry leader to integrate FAMS invoices. This time proven solution assured our customers that invoices being mailed will have zero chance of an error during the stuffing process. This was an expensive and ahead-of-its time solution for a company of PM AM’s size; however, it ensured the extraordinary growth that PM AM was experiencing at the time would have no bearing on its ability to continue to perform. These innovations and investments have saved PM AM and our partners from negative media.
x Alarm Company Engagement - In 2005, a year after initial launch, PM AM realized that an important stakeholder to alarm management was not included in the ecosystem of the solution that is used by cities. PM AM collaborated with municipalities and alarm companies to identify functions, features, pain points, and reports that will help municipalities and involve alarm companies through a self-service intuitive platform that is secure through password securities.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 77 x Multi-Factor Authentication - In 2022, to enhance the security framework, PM AM implemented its SaaS version of FAMS™ multi-factor authentication, necessitating users to furnish multiple forms of identification prior to gaining access. This move significantly mitigated the risk of unauthorized access, ensuring a robust defense even if a malicious actor were to acquire a user's password, thus becoming a pivotal element in this contemporary cyber security strategy. x 100% Cloud-Based FAMS solution - In 2004, PM AM was uniquely innovative in its approach to launching a 100% web-based citizen portal and administrative portal for alarm permit management and false alarm reduction. All components of FAMS were web-based and these functions and reports were accessible to our partner cities through a browser without introducing any foreign- devices. PM AM has maintained this 100% web-based function to this date, with all its innovations available through a browser.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 78 PM AM serves a current client universe of 525+ municipal and county jurisdictions across the country with the various solutions we have developed specifically for the law enforcement and public safety industry.

PM AM has been providing false alarm management services since 2004 and has extensive experience in working with municipalities throughout the country delivering exemplary service. Through these partnerships, we have extensive experience working with municipalities similar to the City which provided success stories and testimonials as shared by our partner cities.

PM AM CUSTOMER PROFILE | EXPERIENCES
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 79 FAMS Customer Success – Oakland Police Department, CA
Since 2008, PM AM has had the pleasure of working with four different city Project Mangers. We have made on-site visits with each person and worked to create a relationship with each individual.

PM AM assisted Oakland in implementing their new alarm
ordinance in 2009. Oakland’s goal for the new ordinance was to reduce the number of false alarms, increase the number of paid alarm permit holders and reduce the amount of administrative time spent operating their alarm program.

The numbers speak for themselves. Permit holders have more than doubled, from under 13,000 in 2009- 2010 to more than 26,000 today. The number of alarms has continued to fall from a high of 24,000 in 2009 – 2010 to under 15,000 today.

Additional assistance provided to the City of Oakland by PM AM includes:
x Onsite training provided to the Alarm Program Manager on alarm equipment and its operation.
x Consultations on alarm response issues or ordinance questions are immediately provided when requested by the Alarm Program Manager.
x Continually updating the Alarm Program Manager on major changes in the alarm industry and technological advancements.
x The Oakland School District has taken advantage of this technology. x The Oakland Alarm Program Manager has requested our expertise on drafting new revisions to the present alarm ordinance. PM AM will leverage our vast knowledge of alarm ordinance best practices and administrative experience to assist the city in the development of the alarm ordinance.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 80 In 2009, the City of Houston entrusted PM AM with the False Alarm Billing and Tracking Services contract, previously overseen by EDS. This transition led to an immediate and tangible reduction in the administrative staffing requirements for both City personnel and contracted staff.

The partnership with PM AM brought about remarkable results for the city, manifesting in consistent year-over-year revenue growth. This success was achieved through PM AM's proactive approach in introducing imaginative and cutting-edge
techniques to enhance alarm ordinance compliance.

Consequently, the City saw a surge in the number of permits issued and renewed, as well as a significant boost in the collection of false alarm fines.

At the commencement of PM AM's contract award in 2009, the revenue reported by the then ARA director stood at $6.4 million. Fast forward to today, the revenues collected and realized are just under $12 million, reflecting an impressive increase of 85%.

This notable achievement not only exemplifies our effectiveness in leveraging innovative strategies but also underscores our commitment to driving value for our clients. The City of Houston's experience is a testament to the potential and efficacy of our unique approach to service delivery, focusing on client goals, responsiveness, and continuous improvement.

FAMS Customer Success – City of Houston, TX ARA Department PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 81

CLIENT REFERENCES
PM AM has been providing false alarm management services to 140+ cities in the last 20 years and has extensive experience in working with jurisdictions throughout the country. It is with considerable pride that out of the 140+ cities that PM AM currently serves we present to you the following tree references.

Client Name City of Oakland, CA
Description of Services False Alarm Reduction Program
Population 440,646
Contact Name Juanita Velasquez
Contact Phone 510-238-6680
Contact Email [email protected]
Effective Date of Contract January 2010 – till date
Client Name City of Ventura, CA
Description of Services False Alarm Reduction Program
Population 110,763
Contact Name Nona Palmer
Contact Phone 805-339-4392
Contact Email [email protected]
Effective Date of Contract March 2023 – till date
Client Name City of Arcadia, CA
Description of Services False Alarm Reduction Program
Population 54,857
Contact Name Amber Abeyta
Contact Phone 626-574-5136
Contact Email [email protected]
Effective Date of Contract August 2019 – till date
Client Name City of Glendora, CA
Description of Services False Alarm Reduction Program
Population 50,824
Contact Name Kandi Tidwell – Record Supervisor
Contact Phone 626-914-8271
Contact Email [email protected]
Effective Date of Contract August 2021 – till date
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 82

PRICING
Pricing for FAMS (Turn-Key Services)
PM AM presents the following revenue-sharing plan with the City of Brea, which details the distribution of revenue based on the categories detailed below: total permit fees, renewal fees, false alarm fines, reinstatement fees, civil penalties, late fees, alarm company civil penalties, as well as all other applicable fees or fines related to the alarm ordinance.

This proposal includes expenses linked to the execution of the specified services, encompassing materials, supervision, labor, delivery, and associated costs, in accordance with the provided RFP response.

PM AM proposes the below split of monthly alarm program fees collected:

City of Brea PM AM Corporation
74% 26%
The charges of cost of mailing incurred and all bank charges paid in connection with the Services rendered under this Agreement shall be paid by the program before the split of monthly revenue collected.

PM AM’s share of revenue shall be payable to PM AM, from all payments received by the City from alarm program billing undertaken by PM AM.

Interfaces - PM AM will provide the FAMS Interface for free for the interface integration the City of Brea’s Computer Aided Dispatch (CAD) system, but any cost payable to the CAD system providers would be the responsibility of the City of Brea.

Third Party Collections - PM AM has established a good workflow for the collection services, however, should the City of Brea desire to engage a third-party collection agency then PM AM is willing to integrate the data exchange and cooperate to work with the third-party collection agency at no extra cost.

Any collections made by a third-party agency are supported by PM AM, however, any revenue realized through their efforts shall be communicated to PM AM and PM AM’s revenue share shall be paid as stated above from such realized revenue.

PM AM will pay for all other costs including paper stock, educational materials, set-up fees, equipment (including hardware, hosting charges, and software) tools, personnel, utilities, etc. that are required for administering the false alarm billing and tracking program for the County.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 83 PM AM does not charge any fees towards ongoing system maintenance, including… x No… Implementation Fees
x No… Annual Renewal Fees
x No… Data Conversion Fees
x No… Pre / Post Implementation Technical Support Fees
In summary, PM AM is committed continuing to be as responsive to the City’s false alarm reduction and its program financial goals as it possibly can.

The PM AM | FAMS platform is powered by 100% Cloud and Web-based architecture to continue to meet the “24/7, real-time, browser-based” administrative and executive needs of the City, as well as to provide the desired interactive and convenient experience for its citizens.

The PM AM | FAMS solution proposed is the only 100% Cloud and Web-based system in the alarm administrative services industry meeting this standard and requires no foreign devices or software to be introduced into the City’s technology footprint.

Contract Statements
PM AM submits this proposal for an initial term of one (1) year and subsequent four (4) one year period.

It is the intent of PM AM to negotiate a Service Agreement with the City that addresses both the needs of the City and PM AM. We have included a Service Agreement Template at the end of this proposal for the City’s review.

All data relating to the alarm permits are owned by the city. PM AM shall return the City’s data including records, files, databases and related project information and material in an agreed-upon format at the end of the contract term.

Termination by Contractor in the Event of Fee Reduction by changes to the City Ordinance – Should the City change its ordinances during the term of the Agreement which provide for a reduction in the fees, and or related fines and charges, PM AM reserves the express right to re-enter into good faith negotiations with the City to modify the fee schedule and pricing accordingly. PM AM shall give the City written notice of its desire to renegotiate.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 84

STANDARD FORM A - NON-COLLUSION AFFIDAVIT FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 85 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 86

STANDARD FORM B - REFERENCES FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 87 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 88

STANDARD FORM C - SUBCONTRACTORS LIST-STANDARD
FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 89 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 90

STANDARD FORM D - STATEMENT OF COMPLIANCE OR

EXCEPTIONS FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 91 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 92 Section /
Page #
Term, Condition,
Specification Exception & Benefit to City City A or D
Section 4 Clarification of
Commencement Date –
Section 4 provides that
Agreement shall commence
on _____________ date
defined as Effective Date.

PMAM is willing to accept this, but for the
City's benefit, we suggest the following
modification:
(a) The provision should be clarified to
incorporate the Contract Implementation
Date concept from Section 2.1 of PM AM’s
standard agreement. This approach ensures
that the Agreement takes effect based on
the actual start of Services by the City and
PM AM.

In PM AM’s experience, there have been
instances where the City becomes involved
in other projects that take precedence over
implementing the false alarm management
solution, causing delays. Therefore, we
request that the implementation date be
considered as the start date for determining
the contract's duration.

Add Collection of PreTermination Accounts
Receivable
We at PM AM suggest the following:

1. We need to include a provision in the Fee
Schedule requiring the City to pay PM AM its
fee split on accounts receivable as of the
termination date, for any amounts collected
within 90 days after the termination of PM
AM’s services.

We request this provision based on an
industry business practice: we send out
invoices for permits that are due to expire at
a future date, typically up to 60 days in
advance. Consequently, at the time of
contract termination, there will be a number
of outstanding invoices that are not yet due
and therefore not paid whereas, PM AM has
already invested the necessary money and
resources to send out these notices.

Therefore, we believe it is fair that any funds
the City collects within 90 days after the
contract ends should be shared with PM AM
according to the agreed contract terms.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 93 Section /
Page #
Term, Condition,
Specification Exception & Benefit to City City A or D
Section 6 Clarification of Record
Retention Period – Section 6
of City Agreement requires
PM AM to maintain books,
documents, papers and
accounting records for 4 years
from date of final payment.

We at PM AM suggest the following:

Since PM AM will hand over all data to the
City at the end of the contract, it will be very
difficult for PM AM to maintain any data
beyond this point. This is due to the
sensitive nature of the data and the
common practice that cities typically do not
want any third party to retain such data
after the conclusion of a contract.

Section 15A Section 15A permits City to
terminate Agreement with or
without cause by giving 10
days’ written notice.

We at PM AM suggest the following:

PM AM is willing to accept this but believes
the following would be more beneficial to
the City:
(a) Section 6.1.1 of PM AM’s standard
agreement permits the City to terminate
without cause after a 90-day notice and cure
period.

This would be the best option for the City. In
our experience, it typically takes about 90
days for cities to take over the program, as
there are many tasks that need to be
completed during this transition period.

These tasks include the closure of post office
boxes, changes to phone numbers, website
address updates, and informing all citizens
about the upcoming changes. A 90-day
notice period ensures a smooth transition
and allows adequate time for these
necessary adjustments.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 94 Section /
Page #
Term, Condition,
Specification Exception & Benefit to City City A or D
Section 16 Section 16 of City Agreement
provides that all documents
written materials, ideas,
concepts, source code, object
code, electronic files etc.
created or developed by PM
AM in performance of
Agreement (collectively,
“Work Product”) shall be
considered works made for
hire and belong to the City.

We at PM AM suggest the following:
(a) We suggest this provision be deleted as
it is not applicable to this Agreement where
PM AM is acting as a billing and collection
agency for the City and not designing a
product for the City.
(b) Section 17 of the City Agreement covers
City Data and states that City data is owned
by the City. Section 17 should be sufficient
to protect the City's interests.
(c) At a minimum, Section 16 should be
modified to provide that PM AM’s software
is solely owned by PM AM.

Section 17C Confirmation of Use of
Cloud-Based Storage
FAMS is a Cloud Based Solution
Exhibit A Exhibit A, Scope of Work,
III(a) provides that all fees
collected shall be deposited
in an account controlled by
PM AM.

We at PM AM suggest the following:

PM AM is willing to agree to a PM AM
controlled account, but the following should
be added for mail-in payments:
(a) This provision should be modified to
permit PM AM to open a P.O. Box and bank
account on the City’s behalf to meet this
expectation as laid out in the RFP.

As you can see that all the exceptions that
we have pointed out are not to lose any
points but given the very special nature of
this service these provisions are requested
and we hope and believe that these will not
be held against us to take/deduct any
points.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 95

STANDARD FORM E - STATUS OF PAST AND PRESENT

CONTRACTS FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 96 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 97

STANDARD FORM F - INSURANCE COMMITMENT FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 98 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 99

STANDARD FORM G - PROPOSER QUALIFICATIONS RESPONSE
FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 100 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 101 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 102

STANDARD FORM H - FIRM PROPOSAL FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 103 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 104

STANDARD FORM I - PRICE FORM

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 105 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 106

SAMPLE PM AM SERVICE AGREEMENT TEMPLATE

AGREEMENT FOR ALARM PROGRAM ADMINISTRATION SERVICES
This Agreement for Alarm Program Administration Services (the "Agreement") is made and entered into in Dallas County, Texas by and between PMAM Corporation, a Texas corporation whose address is 5430 LBJ Freeway, Suite 370 Dallas, TX 75240, (the "PM AM") and the City of _____________, State of ________________ (the "City") to be effective upon the date of execution of this Agreement by the City Manager or the City’s authorized designee as set forth on the Signature Page hereto (the “Effective Date”).

Recitals
WHEREAS, the City desires to engage the services of PM AM to provide certain installation, conversion, operation and service of a False Alarm Management Program including the collection services in accordance with the City’s alarm ordinances in accordance with the terms of this Agreement (as hereinafter defined) (collectively, the “Services”); and
NOW THEREFORE, in exchange for the mutual covenants set forth herein and other valuable consideration, the sufficiency and receipt of which are hereby acknowledged, the parties agree as follows:

Article 1
Scope of Services

1.1 The parties agree that PM AM shall perform the Services in accordance with the terms and conditions of the City’s alarm ordinance and this Agreement. The parties' agreement consists of this Agreement and the following Exhibits, which are incorporated herein and made a part hereof by this reference thereto:

Scope of Work and Contract Requirements – Exhibit A
Pricing and Receipt of Collections - Exhibit B
In the event of a conflict in interpretation, the documents shall control in the following order: (ii) the Agreement, (ii) Exhibit A, and (iii) Exhibit B, as further modified by the written agreement by the parties as a result of software implemented and deployed by the parties.

Article 2
Terms of Agreement

2.1 The initial term of this Agreement shall be for a period of three (3) years commencing on the Contract Implementation Date (as hereinafter defined) and ending on the day immediately preceding the third anniversary of the Contract Implementation Date (the ‘Initial Term”), subject to earlier termination as set forth in Article 6 hereof. Upon the expiration of the Initial Term, this Agreement shall be subject to automatic extension from year to year thereafter (each an “Extended Term”) on the same terms and conditions as set forth herein, unless either party notifies the other in writing at least sixty (60) days prior to the expiration of the Initial Term or the Extended Term, as applicable, that such party will not PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 107 further extend the term of this Agreement. As used herein, the term “Contract Implementation Date” shall mean the first day of the calendar month for which PM AM commences billing for its Services to the City hereunder following the installation of the False Alarm Management Program.

2.2 PM AM shall receive compensation, including authorized reimbursements including reimbursement for any City fees paid by PM AM to the City to permit PM AM to provide the Services or Special Services hereunder, for all Services rendered under this Agreement at the rates set forth in pricing included in this Agreement as Exhibit “B”. The compensation is based on a revenue sharing model. In order to facilitate the sharing of revenues as set forth in Exhibit “B” hereto, the City authorizes PM AM to open a P.O. Box and bank account on the City’s behalf.

2.3 At any time during the term of this Agreement, the City may request that PM AM perform Special Services for additional compensation to be agreed upon by the City and PM AM prior to the performance of any Special Services by PM AM. As used herein, Special Services means any work which is determined by the City to be necessary for this Agreement, but which the parties did not reasonably anticipate would be necessary at the execution of this Agreement and which PM AM agrees to perform. If the City and PM AM reach an agreement on the performance of Special Services, PM AM shall undertake such Special Services after receiving the authorization from the City.

2.4 The City acknowledges and agrees that PM AM reserves the right to offer, and may offer, similar services to other government agencies under similar terms and conditions as stated herein except that the revenue share percentage allocated to PM AM and the other government agency may be negotiated between PM AM and such other agency based on the specific revenue expectations, agency reimbursed costs, the exact scope of services to be provided by PM AM, and other agency requirements. PM AM acknowledges and agrees that the City shall have no responsibility or liability whatsoever hereunder with respect to any agreement entered into between PM AM and such other government agency.

Article 3
PM AM’s Responsibilities

3.1 Subject to the limitations hereinafter set forth, PM AM agrees to and shall defend, indemnify and hold harmless the City, its officers, and management employees from and against all claims, damages, losses and expenses, including reasonable attorney's fees, litigation costs and expenses, arising out of the performance of the Services or Special Services, caused solely by any grossly negligent act or omission of PM AM, or any subcontractor of PM AM. Lack of insurance coverage does not negate PM AM's obligation under this paragraph of this Agreement.

3.2 At all times during the term of this Agreement, PM AM shall be independent contractor and shall not be an employee of the City. The City shall have the right to control Contactor only insofar as the results of PM AM's services rendered pursuant to this Agreement. The City shall not have the right to control the means by which PM AM accomplishes services rendered pursuant to this Agreement.

3.3 Notwithstanding any other provision of this Agreement to the contrary, in no event whatsoever shall PM AM be liable for damages attributable to its actions or inactions, or its subcontractor’s actions or inactions, with respect to the Services or Special Services provided hereunder, whether for indemnification or otherwise, in excess of the sum of: (i) any insurance proceeds actually received by PM AM, or paid by PM AM’s insurance carrier to the City, with respect to the claim for indemnification PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 108 by the City hereunder, and (ii) the amount of fees actually retained by PM AM under this Agreement as its fee during the six (6) months immediately preceding the act or omission that generated PM AM’s indemnification obligation hereunder; provided, however, the limitations on the indemnification obligations of PM AM set forth in this Section shall not apply to the obligation of PM AM to pay the City its share of the collected revenues as set forth in this Agreement.

3.4 Notwithstanding any other obligation of PM AM hereunder, in no event shall PM AM be liable for any indirect, incidental, special, consequential or punitive damages, including loss of fees, profits or income, arising directly or indirectly out of the provision or non-provision of Services or Special Services hereunder, whether or not PM AM had any knowledge that such damages might be incurred.

3.5 If PM AM is required to indemnify the City hereunder, PM AM may assume the defense of the City with counsel reasonably acceptable to the City at the expense of PM AM. In addition, the City may engage its own counsel to participate in any defense in any such proceeding at the City’s expense.

Article 4
The City’s Responsibility

4.1 The City shall cooperate with and assist PM AM by, among other things, making available, as reasonably requested by PM AM, management decisions, personnel, information, approvals, IT assistance and acceptance that are needed by PM AM to carry out its obligation under this agreement.

Article 5
Insurance Requirements

5.1 At the current time, PM AM does not maintain any offices in the State in which the City is located, nor does PM AM maintain any employees in such State. All Services required to be performed by PM AM hereunder shall be performed by PM AM at its offices in the State of Texas or elsewhere outside the State in which the City is located. PM AM shall, at its own expense, purchase, maintain and keep in force during the term of this Agreement such insurance as set forth below. PM AM shall not commence work under this Agreement until it has obtained all the insurance required under this Agreement and such insurance has been approved by the City, nor shall PM AM allow any subcontractor to commence work on its subcontract until all similar insurance of the subcontractor has been obtained and approved.

The insurance requirements shall remain in effect throughout the term of this Agreement. PM AM, at PM AM's sole cost, shall purchase and maintain, during the term of this Agreement, insurance coverage providing not less than the following:

5.1.1 Comprehensive or Commercial General Liability: $500,000 combined single limit per occurrence for bodily injury, personal injury or death and property damage. The coverage's under this policy shall include those found in the Comprehensive General Liability Broad Form endorsement. This policy shall have no standard coverage removed by exclusions, unless approved by the City.

5.1.2 Automobile Liability: $500,000 combined single limit per accident for bodily injury and property damage. Coverage should be provided as a "Code 1," any auto.

5.1.3 Workers' Compensation and Employers' Liability: Statutory. Employers Liability policy limits of $100,000 for each accident, $500,000 policy limit- Disease. The insurer shall agree to waive PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 109 all rights of subrogation against the City, its officials, employees, and volunteers for losses arising from the activities under this Agreement.

5. 2 All insurance policies, other than Professional Liability, provided under this Agreement shall be written on an occurrence basis.

5.3 The City shall be named as additional insured on the General Liability and Automobile Liability insurance policies. These insurance policies shall contain the appropriate additional insured endorsement signed by a person authorized by that insurer to bind coverage on its behalf. If PM AM, for any reason, fails to maintain insurance coverage which is required under this agreement, the failure shall be deemed a material breach of contract. The City, at its sole option, may terminate this Agreement.

5.4 Each insurance policy shall be endorsed to state that coverage shall not be canceled, reduced in coverage or in limits except after thirty (30) days prior written notice has been provided to the City, or in the event of cancellation because of nonpayment of premium, that the insurer shall give written notice to the City not later than ten (10) days following cancellation.

5.5 Insurance is to be placed with insurers with a Best rating of no less than A:VII. Insurers must be duly authorized to transact business in the State of Texas.

5.6 Certificates of Insurance, if requested shall be submitted on the Accord form only. Certificates and endorsements effecting coverage required by this clause shall be forwarded to the City’s Purchasing Department.

Article 6
Termination of Agreement

6.1 Grounds for Termination

6.1.1 The City shall inform PM AM in writing if PM AM fails to perform its duties under this Agreement with a ninety (90) days window to correct the problem. PM AM shall remedy the problem within ninety (90) days from the receipt of such notice. Should PM AM fail to remedy the problem within ninety (90) days, the City may terminate this Agreement.

6.1.2 PM AM's Fee Schedule and pricing for any and all Services to be provided by PM AM to the City under this Agreement have been set, established, and agreed to be based upon the current provisions of applicable City ordinances relating to alarms. Should said ordinances change at any time during the term of this Agreement to reduce the applicable fee, fines, and charges, then PM AM reserves the express right to enter into good faith negotiations with the City to modify the Fee Schedule and pricing accordingly. If, within thirty (30) days of notice from PM AM to the City of its desire to so renegotiate, the parties are unable to reach an agreement mutually acceptable to both parties, then PM AM reserves the right to terminate this Agreement. Said termination shall not be deemed to be a default by PM AM under this Agreement, PM AM shall be paid all fees and costs due and owing PM AM as of the date of said termination.

6.1.3 PM AM may terminate this Agreement upon written notice to the City if the City misuses or attempts to appropriate the proprietary software of PM AM.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 110

6.2 Effect of Termination

6.2.1 If this Agreement is terminated as provided herein, the City may require PM AM to provide all finished and/or unfinished data and other information of any kind possessed by PM AM in connection with the performance of Services under this Agreement. PM AM shall be required to provide such information within a reasonable period of time of receipt of the request not to exceed thirty (30) days. Specifically, in the event the City shall terminate this Agreement:

6.2.1a All data relating to alarm permits shall be owned by the City. Upon termination of this Agreement, PM AM shall promptly deliver to the City all data in MS-SQL format.

6.2.1b. PM AM retains all right and title to the Application software, including but not limited to, all publication rights, all development rights, all reproductions rights, and all rights that may follow from the commercial development of the software.

The City does not acquire any ownership rights to the Application software. The Software is protected in favor of PM AM, as well as any future registered trademarks, are trademarks of PM AM.

6.2.1c. The proprietary software is considered loaned to the City during the duration of this Agreement as laid out in this Agreement and the City will not have any access to PM AM's proprietary software after the conclusion of the Agreement.

6.2.1d. The City shall pay PM AM all fees and costs due and owing PM AM as of the date of said termination.

6.2.1e. The provisions of this Section shall survive the termination of this Agreement.

Article 7
Confidentiality of Information

7.1 At all times, PM AM shall recognize the City's sole and exclusive ownership of all information provided by the City, and the sole and exclusive right and jurisdiction of the City to control the use of this information. Similarly, the City recognizes that the proprietary software described in Section

6.2.1c. above is owned by PM AM and the City has no rights or claim thereto.

7.2 Each party agrees that neither it, nor its employees, subsidiaries, subcontractors, or agents shall disclose confidential information of the other party, to any person or to anyone except as necessary to perform its obligations under this Agreement, without the expressed written permission of the other party or unless required to do so by law. City shall promptly inform PM AM if City receives a public records request for information designated by PM AM as confidential so as to provide PM AM an opportunity to object.

7.3 Each party further agrees that in the event that any documents containing confidential information of the other party should be improperly used or removed in any way from the possession or control of the other party by a party, the breaching party shall immediately notify the other party orally and in writing, and shall join with the other party at their request in taking such reasonable steps as the owner of the confidential information may deem advisable to enjoin the misuse and regain possession of such PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 111 confidential information, or steps otherwise necessary for the protection of the owner’s rights and the confidentiality of the information.

7.4 PM AM agrees to return any and all data furnished and information derived hereunder promptly upon a request by the City and its authorized designee.

Article 8
General Provisions

8.1 This Agreement and its attachments constitute the sole and only agreement between the parties and supersede any prior understandings written or oral agreements between the parties with respect to this subject matter.

8.2 Except as otherwise provided herein, neither this Agreement nor any of the rights, interests or obligations hereunder may be assigned by any of the parties hereto without the prior written consent of the other party; provided that PM AM may assign this Agreement to its successor without consent by the City by giving written notice to the City. This Agreement shall be binding on and inure to the benefit of the parties to it and their respective heirs, executors, administrators, legal representatives, successors, and assigns.

8.3 This Agreement shall be governed by the laws of the State of Texas; and venue for any action concerning this Agreement shall be in Dallas County, Texas.

8.4 This Agreement may be amended by the mutual written agreement of the parties.

8.5 In the event any one or more of the provisions contained in this Agreement shall for any reason be held to be invalid, illegal, or unenforceable in any respect, such invalidity, illegality or unenforceability shall not effect any other provisions, and the Agreement shall be construed as if such invalid, illegal, or unenforceable provision had never been contained in it.

8.6 Any notice required or permitted to be delivered hereunder may be sent by first class mail or overnight courier to the address specified below, or to such other party or address as either party may designate in writing, and shall be deemed received three (3) days after delivery set forth herein:

City of ________,___: ___________________
___________________
___________________
___________________

PM AM: PMAM Corporation
Attn: Mr. Pankaj Kumar, President
5430 LBJ Freeway, Suite 370
Dallas, TX 75240

8.7 This Agreement may be signed in counterparts, each of which shall constitute an original.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 112 (Signature Page Follows on Next Page)

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 113 IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the __________ day of __________________ in the year ___________.

City of _____________ PMAM Corporation
By: ________________________________ By: ___________________________ Name: ________________________________ PANKAJ KUMAR,
Title: ________________________________ Chief Executive Officer Attest: Attest:

By: ________________________________ By: ___________________________ Name: ________________________________ Name: ___________________________ Title: ________________________________ Title: ___________________________

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 114 Exhibit A
Scope of Work and Requirements
Scope of Work:

It will be PM AM's responsibility to provide, install, and operate the Professional Services Alarm Management Services Program based on a "False Alarm Management Solution" system hereafter referred to as a FAMS system and all other necessary equipment and services on a "software as a service" basis. PM AM shall accurately convert all pertinent data downloaded from the City’s current primary alarm and accounts/receivable databases to populate the FAMS system. Effective interfaces shall ensure that all parties share and benefit from the most current and accurate information.

PM AM shall provide appropriate supplies and services including but not limited to;

1. Single point of contact and daily resident assistance

2. Maintenance of databases:
a. Alarm permits
b. Permit Holders
c. Permit Holders with outstanding charges
d. Non-permitted locations with outstanding charges
e. Address verification database

3. Collection of payments in accordance with the rates established by the alarm ordinance, and any implementing resolutions or orders, as may be amended from time to time by the City.

4. Performance of all the billing in accordance with the City’s alarm ordinance, as may be amended from time to time by the City.

5. Generation of the following reports including but not limited to:
a. New alarm permits issued and fees collected
b. Annual permit renewals billed and fees collected
c. Permits inactivated or revoked and reason for inactivation or revocation d. Permits reinstated and reason for reinstatement
e. Number of false burglar alarms
f. Number of false burglar alarms billed and fees collected g. Number of false robbery alarms
h. Number of false robbery alarms billed and fees collected i. Number of reinstatement fees billed and fees collected j. False burglary and/or robbery alarms for permit owners k. False burglary and/or robbery alarms for non-permitted owners l. Suspension or revocation Report for permit holders as per ordinance, if applicable PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 115

6. System functionality to capture the following information:
a. Permit number
b. Permit issue date
c. Permit expiration date
d. Permit type (residential / commercial)
e. Name of business or residential permit holder
f. Site
1) Street address and zip code of property
2) Type of property (residential / commercial)
3) Telephone numbers
4) Contact persons (minimum of 2) and phone number(s)
5) Type of alarm system installed (burglary, panic, robbery) g. Billing
1) Name
2) Full mailing address (includes zip code)
3) Contact person and phone number(s)
h. Permit Holder Responsible for Alarm
1) Name
2) Complete mailing address
3) Phone numbers
i. Name and telephone number of alarm monitoring company j. Name and telephone number of company that installed the alarm system k. Special Medical Concerns
l. Pet Information

7. System functionality to generate notices to alarm users without permits.

8. Transfer online and/or via magnetic media a skeleton version of entire registration database from FAMS system to RMS including the following:
1) Permit number (or non-permitted identifier)
2) Name of permit holder
3) Location of permit holder
4) Permit status
5) Expiration date
6) Last false alarm incident date and time
7) Alarm type (i.e., burglar, panic, etc.)
8) False alarm incident count

9. Transfer online and/or via magnetic media incident records from RMS to FAMS including:
1) Incident number
2) Priority
3) Call code
4) Disposition
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 116 5) Date
6) Time:
(a) Received
(b) Dispatched
(c) Arrived
(d) Cleared
7) Remarks
8) Site name and address
9) Reportee name, address, phone number
10) Dispatcher- employee number and terminal
11) Phone clerk - employee number and terminal
12) Cleared code and disposition (true/false)
13) Officer number
14) Unit(s) assigned.

Collection requirements and provisions:

PM AM will design, implement, and maintain a system to serve as the billing and collections agent and accounts receivable (A/R) manager for the City Alarm Program Administration and Collection Service. PM AM will provide all hardware, software, materials, supplies, space, and staff resources as required. The system will meet the following collection specifications:

1. Bill format will provide stub or appropriate remittance form to accompany payment.

2. Bill format, permit forms, envelopes and related correspondence will identify the location of a PM AM staffed and maintained office so the customer may have the ability to obtain direct answers to questions about their bills and related false alarm system information.

3. All bills, correspondence and related matters will be approved by the City.

4. Bills will be due in timelines specified in the ordinance and or rules and regulations as appropriate.

5. Records of bills will be retained by PM AM to apply to Account Receivable system (A/R) to be maintained by PM AM.

6. PM AM will develop an A/R file, which the City will have access to review at any time.

7. System functionality for the City to print a bill for customers wishing to make payments at the walkin cashier location(s) of the City and to provide on-line information to PM AM regarding such payments so that PM AM can maintain A/R file.

8. PM AM will provide the ability for customer to pay on-line, by mail and via walk-in cashier.

9. Payments made by mail will be directed to a P.O. Box address in Texas maintained and managed by PM AM, unless and until the City directs that such payments be directed to a lock box address established by the City.

10. PM AM system will track NSF or insufficient fund check occurrences and occurrences where customer stop payments have been ordered.

11. PM AM will provide system for billing the customer for the appropriate NSF or insufficient fund check fee charges and charges for stop payment situations.

12. Notwithstanding the foregoing, the Services provided hereunder do not extend to any debt collection activities in the event the property owner does not pay the amount of the invoice submitted by PM PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 117 AM. Any such debt collection activities shall be performed by an independent contractor selected either by (i) PM AM with the prior written consent of the City or its designee, or (ii) the City or its designee or agent upon written notice to PM AM.

Processing:

PM AM shall provide the services covered under this Agreement and Scope from its offices in Texas and make available hardware and software and services necessary to establish and provide the Alarm Program Administration and Collection Service.

PM AM's Obligation:

In addition to the above, PM AM shall:

1. Maintain the proposed equipment, hardware, and software, documentation, and support services for the equipment installed, including the timely incorporation of all engineering changes.

2. Supply the City with an interface document describing the type, size, location, and medium of transfer from the City RMS.

3. Defer to the City regarding the waiver of any false alarm fee incurred where there is question about the validity of any response or action taken by an employee(s) of the City regarding a specified alarm call.

4. When possible, reports shall be produced based on the entry of variable parameters. Threshold fields shall allow a specific date range or other criteria. When possible, all report searches, shall allow for multiple parameters.

Training

1. PM AM shall provide training for the City and Police employees. Training shall be conducted in several sessions on an as needed basis.

System Coordination

1. PM AM shall coordinate with the City’s Finance Department, Information Services, and the City Police Department to develop a system that will allow walk-in payments under the Agreement.

2. PM AM shall provide during the life of the Agreement on-going computer hardware, software support and maintenance to ensure uninterrupted operation. In the unlikely event of interruption, PM AM will make best efforts to restore service within seventy-two (72) hours.

3. PM AM under this Agreementshall establish and provide public education, awareness, and information regarding the City’s Alarm Management Program.

City Licensing Fees

1. The City acknowledges and agrees that PM AM shall be exempt from any applicable City license fees in performing its services hereunder.

Exhibit “B”
Pricing and Receipt of Collections
This is a revenue sharing contract. PM AM shall retain the percentages and amounts listed in the table below PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 118 of all collections and remit the percentage balance and amounts listed in the table below to the City for the total of the actual revenues generated and collected for the City during the life of this Agreement including all adjustments for:
a. Alarm permit and renewal fees;
b. False alarms violation fee above a mandated limit;
c. Reinstatement fees;
d. Late fee for false alarms, permit fees and renewal fees e. Other charges imposed by the City in relation to the City’s f. Alarm Program Management and Collection Services
(except for criminal penalties).

PM AM Corporation City of ________, __
XX% XX%
The City and PM AM shall share the revenue generated from fees, fines, and penalties as described above; provided that all bank charges and mailing cost incurred in connection with the Services rendered under this Agreement by PM AM shall be paid by the program before the foregoing split of fees.

The City shall pay PM AM a $10 processing fee for each refund check processed by PM AM through the Program (the “Processing Fee”) promptly upon receipt of an invoice from PM AM for such Processing Fee.

PM AM reserves the right to renegotiate this pricing should the City change the fee schedule for the false alarm ordinance.

The City acknowledges that PM AM is installing the Program at no cost the City. Consequently, in the event the City terminates this Agreement within 12 months from the Effective Date for any reason other than the failure of PM AM to perform its Services hereunder that has not been cured by PM AM within 30 days of receipt of written notice of the problem, PM AM shall be entitled to receive, and the City shall pay to PM AM, the fees that PM AM would have received hereunder for a period of 12 months less the number of months, if any, that PM AM was paid its fees hereunder prior to the termination of this Agreement (the “Guaranteed Period”). If this Agreement is terminated after the Contract Implementation Date, the amount of the fees to be paid to PM AM shall be the average of the monthly fees retained by PM AM prior to termination of this Agreement multiplied by the number of months remaining in the Guaranteed Period. If this Agreement is terminated prior to the Contract Implementation Date, the amount of fees to be paid to PM AM shall be the amount of the fees projected by the parties to be retained by PM AM during the Guaranteed Period at the time this Agreement was executed. The amount of any fees payable to PM AM pursuant to the provisions of this paragraph shall be paid by the City upon termination this Agreement unless the parties agree to have such amount paid in equal monthly installments over an agreed period of time. The provisions of this paragraph shall survive the termination of this Agreement.

In addition, in recognition of the fact that PM AM’s Services under the Agreement and the expenses incurred by PM AM in performing such Services are incurred in advance of PM AM receiving a percentage of the fees collected under this Agreement and that the City shall have the benefit of such work as may have been completed up to the time of such termination, City agrees to continue to pay PM AM its percentage of fees collected for a period of 90 days after the termination of this Agreement on fees collected during such period that are attributable to amounts billed by PM AM to permit holders prior to the date of termination of this Agreement. This provision shall survive the termination of this Agreement.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 119 The share of the revenues payable to PM AM and the City in accordance with the provisions of this Exhibit B shall be determined and paid monthly within 15 days after the end of each calendar month during the Term hereof based upon the amount of collections during the immediately preceding calendar month, adjusted for any outstanding authorized reimbursements or expenses payable to PM AM in accordance with the terms of this Agreement.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 120 Headquartered in Dallas, Texas, PM AM Corporation is a leading Information Technology and Consulting company that delivers cutting-edge technology solutions to enable its clients to do business better. Our experts are driven to deliver meaningful technology solutions and winning business outcomes. At PM AM, we have deep industry experience, technical excellence, and 360-degree view of business technology that help us to make our clients future-ready. Our flexible delivery models and agile methodologies have enabled us to devise and execute solutions ensuring our clients’ success.

PM AM Corporation
5430 Lyndon B Johnson Fwy #370, Dallas, TX 75240
Phone : 972-831-7400
Fax : 972-831-7499
Email : [email protected]
Website: www.pmam.com

Page 1 of 41 ends

RFP No. 2024.07.09.01
Request for Proposals
Police Alarm Permit and
False Alarm Billing and Collection Services
TIMELINE | Key Milestones
Key Milestone Schedule
Release of RFP July 9, 2024
Question Deadline July 19, 2024 by 5:00 pm PST
Pre-Proposal Conference (if applicable) Not Applicable
Final Addendum Issued July 23, 2024
Proposal Deadline August 12, 2024 by 5:00 pm PST
Interviews (week of)* August 19, 2024
Selection of Contractor* August 27, 2024
Finance Committee Recommendation* September 10, 2024
City Council Award* September 17, 2024
Contract Start Date* October 1, 2024
* Tentative; at the discretion of the City
To obtains solicitation documents, submit questions, receive answers, and submit a proposal, proposer’s can visit the City’s eProcurement Portal at the following hyperlink https://www.publicpurchase.com/gems/brea,ca/buyer/public/home (registration required).

Please note that proposals may only be submitted electronically.

RFP No. 2024.07.09.01
City of Brea
Police Alarm Permit and False Alarm Billing and
Collection Services

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PART I

REQUEST FOR PROPOSALS
RFP No. 2024.07.09.01
City of Brea
Police Alarm Permit and False Alarm Billing and
Collection Services

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Request for Proposals Police Alarm Permit and False Alarm Billing and Collection Services I. Overview
A. Purpose
The City of Brea (“City”) is requesting proposals from qualified service providers to provide Police Alarm Billing Services for a three-year term with an optional two one-year extension, as further set forth in Part III hereto, the Scope of Services and Specification Section (“Services”). Those submitting proposals are each referred to herein as “proposer”. Any proposer selected to provide the foregoing services are sometimes referred to herein as “contractor” or “consultant.” B. Specific Processes Applicable to this Request for Proposal (RFP) To obtain solicitation documents, submit questions, receive answers, ad submit a proposal, visit the City’s eProcurement Portal at the following hyperlink (registration is required) City’s eProcurement Portal
https://www.publicpurchase.com/gems/brea,ca/buyer/public/home

PROPOSALS MAY ONLY BE SUBMITTED ELECTRONICALLY
II. Questions and Answers.

A. Questions
Any person contemplating submitting a proposal in response to this RFP who has questions, requires clarification, or finds any discrepancies with respect to any part of this RFP, the Scope of Services and Specifications, the City’s standard agreement contained herein, or any of the terms and conditions included therein (collectively, “Solicitation” or “RFP”), must submit their questions through the City’s eProcurement Portal listed above by the Question Deadline set forth in the Timelines referenced on page one or as may be modified by any addendum. Questions not received by the Question Deadline will not be considered. As such questions, are non-responsive to the Solicitation requirements.

B. Answers
The City will issue addenda to answer question(s) received by the Question Deadline and provide clarifications and modifications to the Solicitation utilizing the City’s eProcurement Portal as provided above, when deemed to be of sufficient importance or otherwise necessary to more fully implement the goals and intent of this RFP. Proposers must acknowledge receipt of all City-issued addenda. Only City’s written addenda can modify the requirements of this RFP. Any modifications set forth in such addenda will supersede and take precedence over the original RFP and any preceding addendums. Any other form of communications shall have no force or effect with respect. to this Solicitation. The City will not be bound by any verbal representations of any City official or employee.

RFP No. 2024.07.09.01
City of Brea
Police Alarm Permit and False Alarm Billing and
Collection Services

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PROPOSALS NOT RECEIVED ELECTRONICALLY BEFORE THE PROPOSAL DUE DATE, SHALL NOT BE OPENED AND SHALL BE DISREGARDED. PROPOSERS BEAR ANY AND ALL RISKS OF UNTIMELY, OR NON-RECEIPT OF ANY PROPOSAL, REGARDLESS OF THE CAUSE.

III. Costs Included in Proposal
A. Preparation Expense
Proposers prepare and make proposal(s) at their sole expense.

B. All-Inclusive Costs
Pricing Must Be All-Inclusive. EACH PROPOSAL MUST BE INCLUSIVE OF ALL COSTS TO PERFORM THE REQUIRED SERVICES. Any and all costs of labor, transportation, materials, software, equipment, proprietary licenses, and any and all other fees, costs, taxes, insurance, and expenses necessary to comply with the requirements of this RFP and to provide the Services, must be included in the proposal price.

IV. Proposal Submission Requirements
A. General
i. Checklist. Use this section as a checklist to help provide a complete response. Failure to include and provide all the information specified may result in rejection of the proposal without further evaluation or award consideration.
ii. Signatures. Proposers must sign all forms where indicated. Digital Signatures are acceptable if they conform to all requirements of California Government Code Section 16.5. iii. Additional Material. Do not include any promotional material or any material that is not directly relevant to the objectives of this Solicitation. iv. Organization. Organize the proposal in the order shown below, separate each section with a section page and title, and number each section beginning with one. v. Sections Division and Purpose. Note the Qualifications and Forms sections will be used to determine if the proposer is qualified and responsive, while the Technical and Costs sections will be used to determine how well the proposer meets the requirements of this Solicitation and if the proposed costs are fair and reasonable. The Technical and Costs sections of the successful proposal may be attached to and incorporated as part of Exhibit A to the City’s standard Agreement for execution.

B. Introduction Section
i. Title Page. Provide a title page showing the Solicitation subject; the proposer’s name; address, and the date of the proposal.
ii. Table of Contents. Provide a table of contents detailing the various sections and page numbers of the information contained in the proposal.
iii. Letter of Transmittal. Provide a letter of transmittal signed by an individual authorized to bind the proposer, briefly stating the proposer's understanding of the work to be done, the commitment to perform the work within the required time period(s), a statement why the proposer believes itself to be best qualified to perform the Services and a statement that the RFP No. 2024.07.09.01
City of Brea
Police Alarm Permit and False Alarm Billing and
Collection Services

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proposal is a firm and irrevocable proposal.

C. Qualifications Section
i. Background. Provide the proposer company’s full legal name, address, phone, fax, email, website; Prior company names (if any) and years in business; mergers, buyouts; Organizationalstructure (i.e. corp., LLC, sole proprietorship, etc.) and chart; Names and titles of the principal owner(s); Person(s) authorized to contractually bind the company. List any pending litigation and describe any contracts terminated for cause and any governmental enforcement actions against proposer’s company during the previous five (5) years. List any special recognition or awards.
ii. Experience. Provide a summary of experience with similar kinds of work; Familiarity with state and federal procedures; Experience working with public agencies. Provide current business references for whom your company has provided similar services, and a very brief description of the provided services.
iii. Qualifications. Provide a summary of financial responsibility; Demonstrated technical ability; Capability of developing innovative or advanced techniques; Special qualifications, training, credentials; Staff names, titles, role, qualifications, experience, and length of service and the designated project manager to be assigned to this agreement. iv. Understanding. Describe proposer’s understanding of the work to be done as required by this RFP. Include any issues that will require special consideration in providing the Services and identify any unique approaches or strengths your company may have.

D. Technical Section
i. Approach. Provide a detailed discussion and proposed methodologies of the proposer’s approach to the successful performance of the Services. Include thorough discussions of methodologies proposer believes are essential to accomplishing each task. Include a proposed work schedule to accomplish all of the required tasks and identify the team member responsible for each.
ii. Proposed Schedule. Provide a detailed recommended schedule of activities. If a Meet and Confer and Presentation Requirements and/or a Tentative Schedule are provided in the Scope of Services and Specifications Requirements Section any recommended modifications should be addressed.

E. Cost Section
i. Pricing. Pricing shall be as specifically described in Exhibit “A” to the City’s standard form of agreement attached hereto and incorporated by reference herein.

F. Forms Section
i. Standard Forms
a. Non-Collusion Affidavit Form
b. References Form
c. Subcontractors List-Standard Form
d. Statement of Compliance or Exceptions Form
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City of Brea
Police Alarm Permit and False Alarm Billing and
Collection Services

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e. Status of Past and Present Contracts Form
f. Insurance Commitment Form
g. Proposer Qualification Response Form
h. Firm Proposal Form
i. Price Form
G. Withdrawal and Validity. Proposals may be withdrawn before the Proposal Deadline.

Otherwise, proposals are binding for 120 days from the Proposal Deadline.

V. Proposal Review
A. Opening Proposals. Proposals remained unopened until the Proposal Deadline and thereafter will be electronically unsealed to begin the review and evaluation process set forth in the Evaluation, Award, Contract, Notice to Proceed Section below.

B. Proposal Information Posted. Proposals received by the Proposal Deadline, will have results posted on the City’s website at www.ci.brea.ca.us/1254/Requests-for-Bids-Proposals-andQuotes. The Proposal results are subject to change based on responsiveness and determination of qualifications. Further information may be obtained by visiting the webpage, clicking on Requests for Bids, Proposals, and Quotes, and scrolling to the desired solicitation. City will not provide results by any other means.

C. Information Posted. For this RFP, only company names of proposers timely submitting proposals, will be initially posted. No proposal will be available for public review until the evaluation phase has been completed and an award recommendation, if any, has been made.

D. All Proposals Become City Property and Public Records. All submitted proposals will become City property and public records subject to disclosure. However, no proposal will be disclosed unless and until a proposer is selected and recommended for contract award to the City Council; all proposals are rejected; or, this RFP process is terminated.

DO NOT SUBMIT CONFIDENTIAL INFORMATION. Any and all notices of “trade secrets”, “confidential information”, “do not disclose”, and/or any similar types of notices in a proposal will be disregarded.

VI. Evaluation
A. Non-Responsive Proposals. Proposals that are late or misdirected; or where the proposer did not attend any required mandatory Pre-Proposal Meeting or is suspended or debarred (www.sam.gov) are non-responsive. Proposals that did not include the required documents or information; modified any terms and conditions; had excessive or inadequate price relative to the Scope of Services and Specifications Requirements may cause the Proposal to be deemed non-responsive. Non-responsive Proposals will not be considered for further evaluations or award.

B. Responsive Proposals. Proposals that conform in all material respects to the RFP and are eligible for further consideration.

RFP No. 2024.07.09.01
City of Brea
Police Alarm Permit and False Alarm Billing and
Collection Services

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C. Informalities. City may waive any informalities in any proposal or this RFP process as deemed in City’s best interest.

D. Basis of Award and Evaluation Criteria. If an award is made, it shall be made based on the proposal determined to provide the greatest benefit to the City. City will evaluate and score each proposal based on how well it meets the Proposal Submission Requirements including, but not limited to, the Qualifications, Technical, Cost, Forms sections; any required clarifications, presentations, interviews; other available information; any required Best and Final Offer (BAFO) responses; and any other requirements of this RFP not mentioned specifically in this paragraph.

The scoring for Evaluation Criteria is set forth below:

Responsiveness of the Proposal including ability to meet the City’s timelines, and acceptance of City’s standard form of agreement
25%
Proposer’s qualifications and prior experience 25%
Technical approach to provide the Services 20%
Value and economy to City of the proposed Project approach 20% Pricing 10%
The City reserves the right to select one or more proposers for further consideration or award of a contract, based solely on their proposal or, on their proposal and any interviews. The City reserves the right to negotiate a final agreement with one or more of the top scoring proposers.

Award, Reject, Rescind.

As may be in City’s best interest, City may accept and award a contract to any proposer; rescind any award; reject any or all proposals; and/or terminate this RFP process at any time.

Agreement.

If an agreement is awarded, City will do so after the successful proposer has satisfied all post-award requirements (insurance, bonding, etc.). The City’s standard form of agreement is attached. Any requested changes to the agreement will be considered as part of the evaluation/scoring process.

Notice to Proceed.

City will issue a notice to proceed to contractor(s) to commence providing the Services at the time stated in that notice. Absent a formal notice to proceed letter, delivery of the Purchase Order becomes the de facto notice to proceed unless otherwise stated in the Purchase Order.

End of this Section.

RFP No. 2024.07.09.01
City of Brea
Police Alarm Permit and False Alarm Billing and
Collection Services

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PART II

STANDARD FORMS

REQUEST FOR PROPOSALS
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STANDARD FORM A

NON-COLLUSION AFFIDAVIT FORM
Note: To be executed by Proposer and submitted with Proposal. proposal (name of proposing company)
that the proposal is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the proposal is genuine and not collusive or sham; that the PROPOSER has not directly or indirectly induced or solicited any other proposer to put in a false or sham proposal; that the PROPOSER has not directly or indirectly colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal, or to refrain from proposing; that the PROPOSER has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of the PROPOSER or any other proposer, or to fix any overhead, profit, or cost element of the proposal price, or of that of any other proposer; that all statements contained in the proposal are true; and, the PROPOSER has not, directly or indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative thereto, to any corporation, partnership, company, association, organization, depository, or to any member or agent thereof, to effectuate a collusive or sham proposal, and has not paid, and will not pay, any person or entity for such purpose.

Any person executing this declaration on behalf of a PROPOSER that is a corporation, partnership, joint venture, limited liability company, limited liability partnership, or any other entity, hereby represents that they have full power to execute, and does execute, this declaration on behalf of the PROPOSER.

I declare under penalty of perjury under the Laws of the State of California that the foregoing is true and correct and that this declaration is executed as set forth.

Signature: ____________________________________________ Name/Title Date: ____________________________________________ Notary is not required for this proposal.

State of
(the State of the place of business)
County of
(the County of the place of business)
, being first duly sworn, deposes and
(name of the person signing this form)
says that he/she is of
(title of the person signing this form)
, the party making the foregoing

REQUEST FOR PROPOSALS
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STANDARD FORM B

REFERENCES FORM
(Proposer’s Company Name)
Provide current business references for whom your company has provided similar services.

Provide very brief description of the Project services your company provided to the reference.

Any unsatisfactory references or past unsatisfactory work performance with City may eliminate Proposer from further consideration (Brea City Code Sec. 3.24.020.M)

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STANDARD FORM C

SUBCONTRACTORS LIST-STANDARD FORM
(Proposer’s Company Name)
Provide the information requested below. Duplicate this form as necessary to complete list. ☐ Check this box, if no subcontractors are to be used for any of the proposed work.

REQUEST FOR PROPOSALS
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STANDARD FORM D

STATEMENT OF COMPLIANCE OR EXCEPTIONS FORM
Each Proposal must be accompanied by this form. Failure to provide this form will cause the Proposal to be deemed non-responsive and that Proposal will not be considered for further evaluation.
(Proposer’s Company Name)
Select one:

No Exceptions
By checking the above box, Proposer declares their Proposal was prepared in strict compliance with the instructions, conditions, and terms of the Solicitation, Scope of Work, and Agreement.

With Exceptions
By checking the above box, Proposer declares their Proposal was prepared in consideration of but with exceptions to one or more of the instructions, conditions, and terms of the Solicitation, Scope of Work, and Agreement, in which case Proposer must provide a detailed list for all such exceptions in the following format.

Section
Page # Term, Condition, Specification Exception & Benefit to City City A
or D
Proposer acknowledges that City may accept or reject any or all of Proposer’s listed exceptions or reject the Proposer’s entire Proposal that contain any exceptions.

Signature: ____________________________________________ Name/Title Date: ____________________________________________

REQUEST FOR PROPOSALS
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STANDARD FORM E

STATUS OF PAST AND PRESENT CONTRACTS FORM
Each Proposal must be accompanied by this form. Failure to provide this form will cause the Proposal to be deemed non-responsive and that Proposal will not be considered for further evaluation. As used in this form, “Proposer” means Proposer or any 10% or greater owner of the proposing company; “Contract Termination” means termination for cause by any other party to a contract with the Proposer; “Settlement” means settlement of any claim or lawsuit brought against Proposer in connection with Proposer’s services; and, “Legal Action” means any lawsuit alleging fraud, breach or any other misconduct by, or filed against, Proposer.

By checking the above box, Proposer declares that the Proposer has not had any Contract Terminations, Settlements, or Legal Actions within the past five years of the date signed hereunder and currently does not have any pending Contract Terminations, Settlements, or Legal Actions.

One or More Contract Terminations, Settlements, or Legal Actions By checking the above box, Proposer declares that the Proposer has had either one or more Contract Terminations, Settlements, or Legal Actions within the past five years of the date signed hereunder in which case, Proposer must provide a list for all such contracts and include:

Contract Title, Contract Value, Termination Date, Company Name, Contact Name, Phone Number, and Reasons for and descriptions of the Terminations, Settlements, or Legal Actions.

The Proposer acknowledges that City may: reject any declarations that are not accompanied with the required documentation as described above; or reject any Proposals wherein Proposer has had any Terminations, Settlements, or Legal Actions that City in its sole discretion deems unacceptable.

Signature: ____________________________________________ Name/Title Date: ____________________________________________ (Proposer’s Company Name)
No Contract Terminations, Settlements, or Legal Actions

REQUEST FOR PROPOSALS
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STANDARD FORM F

INSURANCE COMMITMENT FORM
Each Proposal must be accompanied by this form. Failure to provide this form will cause the Proposal to be deemed non-responsive and that Proposal will not be considered for further evaluation.
(Proposer’s Company Name)
Proposer acknowledges that:

City reserves the right to modify the insurance requirements as set for in the Insurance Requirements section of the Agreement including limits, based on nature of the risk, prior experience, insurer, coverage, or other special circumstances.

City’s acceptance and/or approval of the proposer’s insurance documents does not and shall not be construed to relieve proposer of any obligations, responsibilities or liabilities under any resultant Contract.

Proposer’s failure to comply with the required insurance as set forth in the Insurance Requirements of the Agreement is a breach of contract, which may result in one or more of the following: suspension of work, suspension or termination of contract, remuneration of procurement costs for obtaining a replacement contractor, and suspension from submitting future proposal based on proposer’s default.

Proposer, at Proposer’s sole cost and expense, hereby promises and agrees to:

Acquire required insurance set forth in the Insurance Requirements of the Agreement.

Provide policies of insurance from a company or companies having a current A.M. Best's rating of no less than A:VII and admitted and authorized to transact the business of insurance in the State of California prior to commencing any work and allowing any subcontractor to commence work on any subcontract until it has secured all required insurance unless otherwise permitted or waived in writing by City’s Risk Manager.

Maintain in force at all times during the term of any Contract, insurance policies as set forth in the Insurance Requirements of the Agreement; replace any policies whose carrier’s rating falls below A VII with policies that meet or better the required A VII rating no later than the renewal date of the policy; amend, supplement, or endorse existing insurance policies that do not meet the insurance requirements set forth in the Insurance Requirements.

Proposer certifies, represents, and commits to all the Insurance Requirements of the Agreement.

Signature: ____________________________________________ Name/Title Date: ____________________________________________

REQUEST FOR PROPOSALS
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STANDARD FORM G

PROPOSER QUALIFICATIONS RESPONSE FORM
(Proposer’s Company Name)
Proposers must have demonstrated trustworthiness, as well as the necessary quality, fitness, capacity, and experience to satisfactorily provide the requirements specified in this Solicitation based on prior experience with city, references, and other available information.

Provide the information requested below. Do not omit or renumber any sections. All items listed must be submitted and checked off to ensure qualification responsiveness.

1. Background.

Please provide the following information about your company:
☐ Your company’s full legal name, address, phone, fax, email, website. ☐ Prior company names (if any) and years in business; mergers, buyouts, etc. ☐ Organizational structure (i.e. corp., LLC, sole proprietorship, etc.). ☐ Names and titles of the principal owner(s).
☐ Person(s) authorized to make commitments for your company. ☐ Special recognition or awards.

2. Experience.

Provide the following information relative to required services:
☐ Summary of Experience with similar kinds of work.
☐ Familiarity with state and federal procedures.
☐ Experience working with public agencies.
☐ Narrative of the working relationship with current business references for information not already included in the References Form.

3. Qualifications.

Provide the following information relative to required services:
☐ Financial responsibility.
☐ Demonstrated Technical Ability.
☐ Capability of developing innovative or advanced techniques. ☐ Special qualifications, training, credentials.
☐ Staff names, titles, role, qualifications, and experience assigned to this Project. ☐ Designated project manager assigned to this Project.

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4. Understanding.

Provide the following information relative to required services:
☐ Understanding of the work to be done based on this Solicitation. ☐ Include issues that you believe will require special consideration for this Project. ☐ Identify unique approaches or strengths your company has relative to required services.

5. Approach.

Provide the following information relative to required services:
☐ Understanding of the work to be done.
☐ Adequacy of labor and resources to satisfactorily perform the requested services and meet the City’s needs.
☐ Names and titles of key management personnel.
☐ Team to be assigned for these services.

Submitted by:

Signature: ____________________________________________ Name/Title Date: ____________________________________________

REQUEST FOR PROPOSALS
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STANDARD FORM H

FIRM PROPOSAL FORM
(Proposer’s Company Name)
FIRM PROPOSAL made by Proposer to the City of Brea:

I, the undersigned, hereby represent and warrant that I am authorized to submit this Proposal on behalf of and to bind the principals who I represent, to all the requirements of the City of Brea’s Terms and Conditions, Specifications, Scope or Work, any attachments, exhibits, amendments; and I offer and agree to those requirements at the prices set forth in the Proposal Form.

Further, I understand that no contract exists unless City accepts this Proposal by executing the attached Agreement.

Business Name: ___________________________________________ Business Address: ___________________________________________ Federal ID#: ___________________________________________ If any Work is a Public Works Contractor Lic#: _________ DIR#: _________ Business Type: ______ 1. Individual/Sole Proprietor or Single-Member LLC; 2. C Corporation; (Proposer enter a number) 3. Corporation; 4. Partnership; 5. Trust/Estate; 6. Limited Liability Co.

By: _______________________________ By: _______________________________ Name: Name:

Title: Title:

Email: Email:

Date Signed: ________________________ Date Signed: ________________________ CORPs: Chairperson, President, Vice President CORPs: Secretary, Assist. Secretary, Chief Finance LLCs Manager Officer, Assist. Treasurer
LLCs: Manager
[Pursuant to California Corporations Code Section 313, both signature lines must be executed unless the signatory holds at least one of the offices designated on each line.] [Pursuant to California Corporations Code Section 17703.01(d), for limited liability companies, both signature lines must be executed unless the articles of incorporation state that the firm is managed by only one manager.]

REQUEST FOR PROPOSALS
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STANDARD FORM I

PRICE FORM
(Proposer’s Company Name)
Separate and describe your tasks, and associated costs, for the Scope of Services requirements.

Attach additional pages if necessary.

Please note that pricing Must Be All-Inclusive. EACH PROPOSAL MUST BE INCLUSIVE OF ALL COSTS TO PERFORM THE REQUIRED SERVICES. Any and all costs of labor, transportation, materials, software, equipment, proprietary licenses, and any and all other fees, costs, taxes, insurance, and expenses necessary to comply with the requirements of this RFP and to provide the Services, must be included in the proposal price.

Additional comments/remarks:
_____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________

REQUEST FOR PROPOSALS
for Comprehensive User Fee Study and Cost Allocation Plan RFP No. 2024.01.10.01

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PART III

AGREEMENT &

SCOPE OF SERVICES

PROFESSIONAL SERVICES AGREEMENT
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This Professional Services Agreement (“Agreement”) is dated {AgreementDate} for reference purposes and is executed by the City of Brea, a California municipal corporation (“City”), and {Contractor Name} a {Legal Status} (“Contractor”).

RECITALS
A. City desires to retain Contractor as an independent contractor to provide the following professional services: Police Alarm Permit and False Alarm Billing and Collection Services.

B. Contractor represents that it is duly licensed, fully authorized by law, and has the necessary experience and qualifications, to provide such services.

NOW, THEREFORE, the parties agree as follows:

AGREEMENT

1. Scope of Services.

Contractor shall perform the services referenced in the Recitals, as required by the RFP dated ____________ and more specifically described in the Scope of Services set forth in the attached hereto as Exhibit “A”, and as otherwise required by this Agreement, all to City’s satisfaction (collectively, “Services”).

2. Compensation.

A. City shall pay for the Services satisfactorily performed, in accordance with the Fee Schedule set forth in the attached Attachment 1 to Exhibit A hereto.

B. In no event shall the total amount paid for the Services over the term of this Agreement exceed the annual all-inclusive sum of $ {ContractAmount} (“Contract Amount”). This amount covers and is inclusive of all labor, materials, and any and all other costs incurred by Contractor in performing the Services. Contractor shall be deemed to have made all inquiries and site inspections deemed necessary by Contractor prior to execution of this Agreement.

C. Unless the Fee Schedule calls for payment of a one-time flat fee, periodic payments for undisputed work shall be made within 30 days of receipt of an invoice which includes a detailed description of the work performed. Contractor’s invoices shall indicate the amount of time spent on each task and the applicable rate.

D. Unless the Fee Schedule calls for payment on a different schedule, Contractor shall invoice City on a monthly basis.

3. Contingency Work.

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The parties may agree on contingency work to be provided as part of the Services. A written amendment to this Agreement shall be executed for contingency work that increases the Contract Amount by more than {Contingency Percent} percent. The City Manager, or designee, is authorized to approve, in writing, contingency work that is below the foregoing limit.

Contractor’s monthly invoice shall include a detailed description of any approved, contingency work. Any work performed by Contractor without a written amendment or approval of the City Manager, or designee, shall be deemed to be work included within the Services.

4. Term.

The term of this Agreement shall commence on {TermStartDate} (“Effective Date”).

Unless extended or earlier terminated as provided herein, this Agreement shall expire on ____ or upon satisfactory completion of the Services, whichever occurs first. The City may extend the term of this Agreement by giving written notice to Contractor within 30 days prior to the thenscheduled expiration date for two (2) additional one-year terms which will be the sole discretion of the: City Manager.

5. Time of Performance.

A. Contractor shall complete the Services within the term of this Agreement, and shall meet any other established and agreed upon schedules and deadlines agreed upon in writing. Contractor shall commence performance within two business days of receiving City’s written notice to proceed.

B. Force Majeure. Neither party shall be considered in default of this Agreement for delays in performance caused by a force majeure event. As used in this Agreement, the term “force majeure event” means circumstances beyond the reasonable control of the non-performing party and includes the following: abnormal weather conditions; floods; earthquakes; fire; epidemics; war; riots and other civil disturbances; strikes, lockouts, work slowdowns, and other labor disturbances; sabotage; or judicial restraint. Contractor’s lack of financial capability, shall not constitute a force majeure event unless directly attributable to any of the foregoing events.

C. Should a force majeure event occur, the non-performing party shall, within a reasonable time of being prevented from performing, give written notice to the other party describing the circumstances preventing continued performance and the efforts being made to resume performance of this Agreement.

6. Maintenance of Records.

Books, documents, papers, accounting records, and other evidence pertaining to the Services, including costs incurred, shall be maintained by Contractor and made available for review by City at all reasonable times during the term of this Agreement and for four (4) years from the date of final payment by City.

7. Standard of Care.

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Contractor’s Services shall be performed in accordance with the generally accepted professional standards of practice and principles and in a manner consistent with the level of care and skill ordinarily exercised by members of the profession currently performing similar services under similar conditions. Contractor shall maintain all professional licenses and certifications required to lawfully perform the Services.

8. Compliance with Law.

A. Contractor shall comply with all applicable laws including Cal/OSHA requirements.

B. Contractor shall obtain a City of Brea business license.

C. Contractor shall comply with all {Additional Legal Requirements}.

9. Assignment and Subcontracting.

A. Contractor shall not assign or transfer this Agreement or any rights or obligations under, or any interest in this Agreement, or subcontract any required performance hereunder, without the prior written consent of City, which may be withheld for any reason. City shall be deemed to have approved Contractor’s utilization of subcontractors identified in Contractor’s proposal for the Services.

B. Any attempt to so assign, transfer, or subcontract without City’s prior written consent shall be void and shall constitute grounds for City’s termination of this Agreement. Authorized subcontracts shall contain a provision making the subcontractor subject to all requirements of this Agreement.

C. If use of a subcontractor is approved, then City may withhold 5% of each monthly payment to Contractor. Such retention shall be released upon City’s receipt of an unconditional release of all claims signed by any such subcontractor, as to work performed to date.

10. Independent Contractor.

A. Contractor is retained as an independent contractor and is not an employee of City. No employee or agent of Contractor is or shall become an employee of City.

B. Contractor will determine the means, methods, and details by which Contractor’s personnel will perform the Services. Contractor shall be solely responsible for the satisfactory work performance of all personnel engaged in performing the Services and compliance with the customary professional standards.

C. Contractor’s personnel shall not wear or display any City uniform, badge, identification number, or other information identifying such individual as an employee of City. Contractor’s personnel shall not use any City e-mail address or City telephone number in the performance of the Services. Contractor shall acquire and maintain at its sole cost and expense such vehicles, equipment and supplies as Contractor’s personnel

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require to perform the Services. Contractor shall perform the Services off of City premises at locations of Contractor’s choice, except as otherwise may from time to time be necessary in order for Contractor’s personnel to receive projects from City, review plans on file at City, pick up or deliver any work product, or as may be necessary to inspect or visit City locations. City may make a computer available to Contractor from time to time for Contractor’s personnel to obtain information about or to check on the status of projects pertaining to the Services.

D. Contractor shall be responsible for and pay all wages, salaries, benefits and other amounts due to Contractor’s personnel in connection with the Services.

Contractor shall be responsible for all reports and obligations respecting such additional personnel, including Social Security taxes, other retirement or pension benefits, income tax withholding, unemployment insurance, disability insurance, and workers' compensation insurance. Contractor and its officers, employees, agents, and subcontractors shall not become entitled to, and hereby waive any claims to, any wages, salaries, compensation, benefit or any incident of employment by City, including eligibility to enroll in, or reinstate to membership in, the California Public Employees Retirement System (“PERS”) or any other retirement program, as an employee of City, and entitlement to any contribution to be paid by City for employer contributions or employee contributions for PERS benefits or any other retirement benefits.

11. PERS Compliance.

The parties acknowledge that City is a local agency member of PERS, and as such has certain pension reporting and contribution obligations to PERS on behalf of qualifying employees. Contractor agrees that, in providing its employees and any other personnel to City to perform the Services, Contractor shall assure compliance with the Public Employees’ Retirement Law (Government Code Section 20000 et seq.), the regulations of PERS, and the Public Employees’ Pension Reform Act of 2013 (Government Code Section 7522 et seq.). Without limitation to the foregoing, Contractor shall assure compliance with regard to personnel who have active or inactive membership in PERS and to those who are retired annuitants and in performing this Agreement shall not assign or utilize any of its personnel in a manner that will cause City to be in violation of the applicable retirement laws and regulations.

12. Insurance.

Unless otherwise permitted or waived in writing by City’s Risk Manager, Contractor shall not commence work until it has secured all insurance required under this section and provided evidence thereof that is acceptable to City. In addition, Contractor shall not allow any subcontractor to commence work on any subcontract until it has secured all insurance required under this section.

A. Commercial General Liability
i. Contractor shall take out and maintain, in amounts not less than specified

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herein, Commercial General Liability Insurance, in a form and with insurance companies acceptable to City.
ii. Coverage for Commercial General Liability insurance shall be at least as broad as the following:
a. Insurance Services Office Commercial
General Liability coverage (Occurrence Form CG 00 01) or exact equivalent.
iii. Commercial General Liability Insurance must include coverage for the following:
a. Bodily Injury and Property Damage
b. Personal Injury/Advertising Injury
c. Premises/Operations Liability
d. Products/Completed Operations Liability
e. Aggregate Limits that Apply per Project
f. Contractual Liability with respect to this
Agreement
g. Broad Form Property Damage
h. Independent Contractors Coverage
iv. The policy shall contain no endorsements or provisions limiting coverage for (1) contractual liability; (2) cross liability exclusion for claims or suits by one insured against another; (3) products/completed operations liability; or (4) contain any other exclusion contrary to this Agreement.
v. The policy shall be endorsed to name City, its officials, officers, employees, agents, servants, designated volunteers and agents serving as independent contractors in the role of City officials, as additional insureds using ISO endorsement forms CG 20 10 10 01 and 20 37 10 01, or endorsements providing the exact same coverage. vi. The general liability coverage may utilize deductibles or provide coverage excess of a self-insured retention, only if approved by City’s Risk Manager in writing, and further provided that such deductibles shall not apply to coverage of the additional insureds.

B. Automobile Liability
i. Contractor shall maintain Automobile Liability Insurance for bodily injury and property damage including coverage for owned, non-owned and hired vehicles, in a form and with insurance companies acceptable to City.

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ii. Coverage for automobile liability insurance shall be at least as broad as Insurance Services Office Form Number CA 00 01 covering automobile liability (Coverage Symbol 1, any auto).
iii. The policy shall be endorsed to name City, its officials, officers, employees, agents, servants, designated volunteers and agents serving as independent contractors in the role of City officials, as additional insureds.
iv. Subject to City’s written approval, the automobile liability coverage may utilize deductibles or provide coverage excess of a self-insured retention, provided that such deductibles shall not apply to coverage of the additional insureds.

C. Workers’ Compensation/Employer’s Liability
i. Contractor certifies that Contractor is aware of the provisions of Labor Code Section 3700 which requires every employer to be insured against liability for workers’ compensation or to undertake self-insurance in accordance with the provisions of that code, and he/she/it will comply with such provisions before commencing work under this Agreement. ii. Contractor shall maintain full compensation insurance for its employees in accordance with the Workers’ Compensation and Insurance Act (Labor Code Section 3200 et seq.) and Employer’s Liability Coverage in amounts indicated herein. Contractor shall require all subcontractors to obtain and maintain workers’ compensation coverage of the same type and limits as specified in this section.

D. Professional Liability (Errors and Omissions)
Contractor shall maintain professional liability or errors and omissions insurance appropriate to its profession, in a form and with insurance companies acceptable to City and with the limits required herein. This insurance shall be endorsed to include contractual liability applicable to this Agreement and shall be written on a policy coverage form specifically designed to protect against acts, errors or omissions of Contractor in the performance of professional services. “Covered Professional Services” as designated in the policy must specifically include work performed under this Agreement. The policy must “pay on behalf of” the insured and must include a provision establishing the insurer's duty to defend.

E. Cyber Liability
If Cyber Liability is included in the Minimum Policy Limits Required below, then Contractor shall maintain cyber liability insurance providing protection against claims and liabilities arising from: (i) errors and omissions in connection with maintaining security of City Data (as defined below); (ii) data breach including theft, destruction, and/or unauthorized use of City Data; (iii) identity theft including bank charges assessed; and (iv) violation of privacy rights due to a breach of City Data.

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F. Minimum Policy Limits Required
i. A.M. Best's Rating
Each policy of insurance required herein shall be from a company or companies having a current A.M. Best's rating of no less than A:VII and admitted and authorized to transact the business of insurance in the State of California.
ii. The following insurance limits are required for this Agreement:

If ☒, then required Combined Single Limit
☒Commercial General Liability $1,000,000 per occurrence/ $2,000,000 aggregate for bodily injury, personal injury, and property damage
☒Automobile Liability $2,000,000 per occurrence (any auto) for bodily injury and property damage
☒Workers’ Compensation In the amount required by California law ☒Employer’s Liability $1,000,000 per occurrence
☒Professional Liability $2,000,000 per claim and aggregate (errors and omissions) ☐Cyber Liability $2,000,000 per occurrence
iii. Defense costs shall be payable in addition to the limits. iv. Requirements of specific coverage or limits contained in this section are not intended as a limitation on coverage, limits, or other requirement, or a waiver of any coverage normally provided by any insurance. Any available coverage shall be provided to the parties required to be named as additional insured pursuant to this Agreement.

G. Proof of Insurance
Within five days of execution of this Agreement, but prior to commencement of the Services, Contractor shall file with City evidence of insurance from an insurer or insurers certifying to the coverage of all insurance required herein. Such evidence shall include original copies of the ISO CG 00 01 (or insurer’s equivalent) signed by the insurer’s representative and Certificate of Insurance (Acord Form 25-S or equivalent), together with required endorsements.

All evidence of insurance shall be signed by a properly authorized officer, agent, or qualified representative of the insurer and shall certify the names of the insured, any additional insureds, where appropriate, the type and amount of the insurance, the location and operations to which the insurance applies, and the expiration date of such insurance.

H. Policy Provisions Required
i. Contractor shall provide City at least 30 days prior written notice of

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cancellation of any policy required by this Agreement, except that Contractor shall provide at least 10 days prior written notice of cancellation of any such policy due to non-payment of premium. If any of the required coverage is cancelled or expires during the term of this Agreement, Contractor shall deliver renewal certificate(s) including the required additional insured endorsement to City at least 10 days prior to the effective date of cancellation or expiration.
ii. The Commercial General Liability Policy and Automobile Liability Policy shall each contain a provision stating that Contractor’s policy is primary insurance and that any insurance, self-insurance or other coverage maintained by City or any additional insureds shall not be called upon to contribute to any loss.
iii. The retroactive date (if any) of each policy is to be no later than the effective date of this Agreement. If a “claims-made” professional liability policy is provided, it shall include an extended reporting period of not less than three years. iv. All required insurance coverages, except for the professional and cyber liability coverage, shall contain or be endorsed to provide a waiver of subrogation in favor of City, its officials, officers, employees, agents, servants, designated volunteers and agents serving as independent contractors in the role of City officials, or shall specifically allow Contractor or others providing insurance evidence in compliance with these specifications to waive their right of recovery prior to a loss. Contractor hereby waives its own right of recovery against City, and shall require similar written express waivers and insurance clauses from each of its subcontractors.
v. The limits set forth herein shall apply separately to each insured against whom claims are made or suits are brought, except with respect to the limits of liability. Further the limits set forth herein shall not be construed to relieve Contractor from liability in excess of such coverage, nor shall it limit Contractor’s indemnification obligations to City or preclude City from taking such other actions available to City under other provisions of this Agreement or law.

I. Additional Insurance Provisions
i. The foregoing requirements as to the types and limits of insurance coverage to be maintained by Contractor, and any approval of such insurance by City, are not intended to and shall not in any manner limit or qualify the liabilities and obligations otherwise assumed by Contractor pursuant to this Agreement, including the provisions concerning indemnification.
ii. If at any time during the term of this Agreement, any policy of insurance required under this Agreement does not comply with these specifications or is canceled and not replaced, City has the right but not the duty to obtain the insurance it deems necessary and any premium paid by City will be promptly reimbursed by Contractor or City will withhold amounts sufficient to pay premium from Contractor payments. In the alternative, City may terminate this Agreement for cause.

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iii. City may require Contractor to provide for inspection by City, complete copies of all insurance policies in effect for the duration of the Agreement. iv. No City official, officer, employee, agent or volunteer shall be personally responsible for any liability arising under or by virtue of this Agreement. v. The insurance obligations under this Agreement shall be: (1) all the insurance coverage and/or limits carried by or available to Contractor; or (2) the minimum insurance coverage requirements and/or limits shown in this Agreement; whichever is greater.

Any insurance proceeds in excess of or broader than the minimum required coverage and/or minimum required limits, which are applicable to a given loss, shall be available to City. No representation is made that the minimum insurance requirements of this Agreement are sufficient to cover the obligations of Contractor under this Agreement.

J. Subcontractor Insurance Requirements
Contractor shall not allow any subcontractor to commence work on any subcontract until it has provided evidence satisfactory to City that it has secured all insurance required under this section. Policies of commercial general liability insurance provided by such subcontractors shall be endorsed to name City, its officials, officers, employees, agents, servants, designated volunteers and agents serving as independent contractors in the role of City officials as additional insureds, using ISO form CG 20 38 04 13 or an endorsement providing the same coverage. If requested by Contractor, City may approve different scopes or minimum limits of insurance for particular subcontractors.

13. Indemnification.

A. Other than in the performance of professional services, and to the fullest extent permitted by law, Contractor shall defend (with counsel reasonably approved by City), indemnify and hold City, its officials, officers, attorneys, agents, employees, servants, designated volunteers, successors, assigns and those City agents serving as independent contractors in the role of City officials (collectively “Indemnitees”) free and harmless with respect to any and all claims, demands, causes of action, costs, expenses, liabilities, losses, damages, stop notices and/or injury of any kind, in law or equity, to property or persons, including bodily injury, wrongful death, personal injury and property damage, and destruction, or unauthorized access to, use, and/or theft of City Data (collectively, “Claims”) in any manner and to the extent arising out of, pertaining to, or incidental to any act, error, omission, or willful misconduct of Contractor, its owners, officials, officers, employees, servants, subcontractors, consultants or agents (and/or any entity or individual for whom Contractor shall bear legal liability) in connection with the performance of the Services including the payment of all damages, expert witness fees and attorney’s fees and other related costs and expenses actually incurred in connection with such defense. Contractor's obligation to indemnify shall not be restricted to insurance proceeds, if any, received by Contractor, or by City or any of the other

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Indemnitees. Contractor shall have no liability hereunder for claims and liabilities arising out of the sole, active negligence of any of the Indemnitees.

B. Professional Services. To the fullest extent permitted by law, Contractor shall, at its sole cost and expense, protect, defend, hold harmless and indemnify the Indemnitees, from and against any and all Claims, whether actual, alleged or threatened, to the extent arising out of, pertaining to, or relating to, in whole or in part, the negligence, recklessness or willful misconduct of Contractor, and/or its officers, agents, servants, employees, subcontractors, contractors or their officers, agents, servants or employees (and/or any entity or individual for whom Contractor shall bear legal liability) in the performance of professional services under this Agreement. Contractor shall defend the Indemnitees in any action or actions filed in connection with any Claims with counsel of the Indemnitees’ choice, and shall pay all costs and expenses, including all attorneys’ fees and experts’ costs, actually incurred in connection with such defense.

C. Contractor’s obligations under this Section shall survive the expiration or termination of this Agreement.

14. Laws and Venue.

This Agreement shall be interpreted in accordance with the laws of the State of California without regard for change of venue laws. If any action is brought to interpret or enforce any term of this Agreement, the action shall be brought in a state or federal court situated in the County of Orange, State of California. Contractor must comply with the claim procedures set forth in the Government Claims act (Government Code Section 810 et seq.) prior to filing any lawsuit against City.

15. Termination.

A. City may terminate any portion or all of the Services or this Agreement with or without cause by giving 10 days’ written notice to Contractor. In such event, City shall be immediately given title to and possession of all Work Product (as defined) below and original field notes, drawings and specifications, written reports and all other documents produced or developed pursuant to this Agreement. Provided Contractor is not then in breach, City shall pay Contractor for any portion of the Services satisfactorily completed prior to termination. If termination occurs prior to completion of any specific task for which a payment request has not been received, the charge for Services performed shall be the reasonable value of such Services, based on an amount agreed to by the parties. City shall not be liable for any costs other than the charges or portions thereof which are specified herein. Contractor shall not be entitled to payment for unperformed Services, and shall not be entitled to damages or compensation resulting from such termination.

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B. Contractor may terminate this Agreement only for cause and by serving written notice of termination to City, provided Contractor has first served City with a written notice of default and demand to cure, and City has failed to cure such default within 30 days of receipt of such notice.

16. Ownership of Work Product.

A. All draft and final reports, documents, and other written material, and any and all images, ideas, concepts, designs including website designs, source code, object code, electronic data and files, and/or other media whatsoever created or developed by Contractor in the performance of this Agreement (collectively, “Work Product”) shall be considered to be “works made for hire” for the benefit of City. All Work Product and any and all intellectual property rights arising from their creation, including all copyrights and other proprietary rights, shall be and remain the property of City without restriction or limitation upon their use, duplication or dissemination by City upon final payment being made, provided that any such use shall be at City’s sole risk. Contractor shall not obtain or attempt to obtain copyright protection as to any of the Work Product. Contractor agrees that the compensation set forth in Section 2 of this Agreement includes conveyance to City of ownership of all Work Product, including intellectual property rights, as provided in this Section 16.

B. Contractor hereby assigns to City all rights of ownership to the Work Product, including any and all related intellectual property and proprietary rights, that are not otherwise vested in City pursuant to subsection A above.

C. Contractor warrants and represents that it has secured all necessary licenses, consents or approvals necessary to the production of the Work Product, and that upon final payment or Contractor’s default, City shall have full legal title to the Work Product, and full legal authority and the right to use and reproduce the Work Product for any purpose. Contractor shall defend, indemnify and hold City, and the other Indemnitees harmless from any and all losses, claims or liabilities in any way related to a claim that City’s use of any of the Work Product violates federal, state or local laws, or any contractual provisions, or any rights or laws relating to trade names, licenses, franchises, copyrights, patents or other means of protecting intellectual property rights and/or interests in products, ideas or inventions. Contractor shall bear all costs arising from the use of patented, copyrighted, trade secret or trademarked documents, materials, equipment, devices or processes in connection with its provision of the Work Product produced under this Agreement. In the event the use of any of the Work Product or other deliverables hereunder by City is held to constitute an infringement and the use of any of the same is enjoined, Contractor, at its expense, shall: (a) secure for City the right to continue using the Work Product and other deliverables by suspension of any injunction, or by procuring a license or licenses for City; or (b) modify the Work Product and other deliverables so that they become non-infringing while remaining in compliance with the requirements of this Agreement. Contractor’s obligations under this Section shall survive the expiration or termination of this Agreement.

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17. Data Security.

A. As used in this Agreement, “City Data” means any and all information and data provided or made accessible, directly or indirectly, to Contractor by City, or otherwise acquired from City, in connection with Contractor’s performance of the Services. Except where subject to a third party’s intellectual property rights, any and all City Data is solely owned by City. Contractor is granted a limited, non-exclusive, and revocable license to use City Data solely as necessary to perform the Services. At no time shall Contractor use City Data for its own purposes, or sell, disclose or disseminate City Data, except as required by law or to provide the Services. At all times herein, Contractor shall protect and maintain the security of City Data using methods providing not less than the level of security Contractor uses for its own confidential data, and that otherwise comply with recognized industry data security standards applicable to similar kinds of governmental data and information.

B. To the extent any City Data consists of personal information as defined in Consumer Privacy Act (Civil Code Section 1798.100 et seq.), Contractor shall comply with that statute and with Civil Code Section 1798.80, et seq., including providing the required notifications in the event of any unauthorized access of personal information stored, maintained, accessed, used or transmitted by Contractor in connection with this Agreement. Notwithstanding the foregoing, Contractor shall within 24 hours notify the City Representative by telephone and in writing of any unauthorized access of City Data. Thereafter, Contractor shall render any assistance to City and law enforcement as necessary to ascertain the nature and extent of such unauthorized access.

C. Contractor shall not store City Data using cloud-based storage without City’s prior, written consent, unless the use of such storage is clearly described in the Scope of Services. Where permitted herein, any and all cloud-based storage shall be on servers and other hardware located within the continental United States, and shall be in compliance with ISO/IEC 27001 - 27018, as applicable, unless otherwise agreed to in writing by the City Representative.

18. Party Representatives.

A. Contractor hereby designates {ContractorRepName}, or such person’s designee, as Contractor’s Representative for this Agreement, unless and until written notice of a new representative acceptable to City is provided to City.

B. City hereby designates {CityRepName} or such person’s designee, as the City Representative for this Agreement.

C. The foregoing representatives shall be authorized to provide consent where required herein, and to make other administrative decisions that will be binding on their respective party, except as otherwise specifically required herein.

19. Notices.

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Any notices, invoices, or other documents related to this Agreement shall be deemed received on: (a) the day of delivery, if delivered by hand during the receiving party’s regular business hours or by e-mail before or during the receiving party’s regular business hours; (b) the business day after delivery, if delivered by e-mail after the receiving party’s regular business hours; or (c) on the second business day following deposit in the United States mail, certified mail with return receipt requested and postage prepaid, to the addresses listed below, or to such other addresses as the parties may, from time to time, designate in writing.

City Contractor
City of Brea {ContractorFullName}
1 Civic Center Circle {ConPMStreetAddress}
Brea, CA 92821 {ConPMcity}, {ConPMstate} {ConPMzip}
United States {ConPMCountry}
{CityPMName} {ConPMName}
{CityPMEmail} {ConPMEmail}
{CityPMPhone} {ConPMPhone}

20. Third Party Rights.

Nothing in this Agreement shall be construed to give any rights or benefits to anyone other than City and Contractor.

21. Conflicts of Interest.

A. Contractor covenants that it presently has no interest, and shall not acquire any interest, direct or indirect, financial or otherwise, which would conflict in any manner or degree with the performance of the Services. Contractor certifies that no one who has or will have any financial interest under this Agreement is an officer or employee of City.

B. Contractor further covenants that, in the performance of this Agreement, no subcontractor or person having any interest, direct or indirect, financial or otherwise, which would conflict in any manner or degree with the performance of the Services shall be employed. Contractor has provided City with a list of all City-approved subcontractors and the key personnel for such subcontractors that are retained or to be retained by Contractor in connection with the performance of the Services, to assist City in affirming compliance with this Section.

C. Contractor maintains and warrants that it has not employed nor retained any company or person, other than a bona fide employee working solely for Contractor, to solicit or secure this Agreement. Further, Contractor warrants that it has not paid nor has it agreed to pay any company or person, other than a bona fide employee working solely for Contractor, any fee, commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting from the award or making of this Agreement.

If required, Contractor further agrees to file, or shall cause its employees or

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subcontractors to file, a Statement of Economic Interest with the City Clerk as required under state law in the performance of the Services. For breach or violation of this warranty, City shall have the right to terminate this Agreement without liability. No director, official, officer or employee of City, during the term of his or her service with City, shall have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom.

22. Severability.

The unenforceability, invalidity or illegality of any provision(s) of this Agreement shall not render the provisions unenforceable, invalid or illegal.

23. Successors and Assigns.

This Agreement shall be binding upon and shall inure to the benefit of the successors in interest, executors, administrators and assigns of the parties.

24. Non-Waiver.

None of the provisions of this Agreement shall be considered waived by either party, unless such waiver is specified in writing, and any such waiver shall be limited to that set of circumstances and not to any future circumstances unless another written waiver is executed.

25. Time of Essence.

Time is of the essence in each and every provision of this Agreement.

26. City’s Right to Employ Other Contractors.

City reserves its right to employ other contractors to provide the Services or similar services.

27. Exhibits.

The attached {ExhibitsAttached} are incorporated herein by reference. In the event of any conflict or inconsistency between the provisions of this Agreement and any Exhibit, the provisions of this Agreement shall govern. In the event of any conflict or inconsistency between the provisions of this Scope of Services and Specifications Requirements and the Contractor’s Proposal set forth in the attached Attachment 1 to Exhibit A, the provisions of the Scope of Services and Specifications Requirements shall govern.

28. Entire Agreement.

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acknowledges that no representations, inducements, promises or agreements have been made by any person which are not incorporated herein, and that any other agreements shall be void. This Agreement may not be modified or altered except in writing signed by both parties. This is an integrated Agreement.
[SIGNATURES ON FOLLOWING PAGE]

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TO EXECUTE THIS AGREEMENT, the Parties have caused their authorized representatives to sign below. Digital Signatures are acceptable if they conform to all requirements of California Government Code Section 16.5.
{Contractor Full Name}
By: __________________________ By: __________________________ {ConSigner1Name} {ConSigner2Name}
{ConSigner1Title} {ConSigner2Title}
{ConSigner1Email} {ConSigner2Email}
Date Signed: _______________ Date Signed: _______________ CORPs: Chairperson, President, Vice President; CORPs: Secretary, Asst. Secretary, Chief Finance LLCs: Manager Officer, Asst. Treasurer
LLCs: Manager
[Pursuant to California Corporations Code Section 313, both signature lines must be executed unless the signatory holds at least one of the offices designated on each line.] [Pursuant to California Corporations Code Section 17703.01(d), both signature lines must be executed unless the articles of incorporation state that the firm is managed by only one manager.] City of Brea Attest (if over $25,000)
By: __________________________ By: __________________________ {CitySignerName} {AttestName}
{CitySignerTitle} {AttestTitle}
{CitySignerEmail} {AttestEmail}
Date Signed: _______________ Date Signed: _______________

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EXHIBIT A
Scope of Services and Specifications Requirements
Contract Term: Three (3) Years with two (2) consecutive annual extensions Objective
The City of Brea is soliciting proposals for Police alarm permit and false alarm billing services within the City. The purpose of this request for proposal (RFP) is to provide interested proposers with information to enable them to prepare and submit a proposal for consideration.

Intent
The City of Brea is required to enact the requirements set forth in Chapter 8.38 of the City’s Municipal Code that states that Police alarm subscribers must obtain an annual permit and fees associated for false alarm responses. Additional information can be found by visiting the City’s website at:
https://codelibrary.amlegal.com/codes/brea .

Background
The City of Brea requires commercial and residential alarm users to obtain a valid alarm permit prior to operating an alarm system. All permits must be renewed annually. As of January 1, 2024, it is anticipated the number of active permitted alarm systems in Brea is approximately 2,162. Historically, the Police Department respond to approximately 1,611 false alarm calls annually with 1,232 resulting in a false alarm penalty being assessed. For reference purposes only, below is the current fee schedule for both the annual Police alarm permit and false alarm billing:

Annual Alarm Permit Information: $25 Residential
$25 Commercial
False Alarm Information: $0 Two free false alarm per fiscal year $100 Third false alarm
$125 Fourth false alarm
$150 Fifth false alarm and each false alarm thereafter
Penalties are assessed thirty-one (31) days after the date of invoice, a penalty of ten percent (10%) of the fee shall be added, plus, commencing each month thereafter, an additional penalty of ten percent (10%) of the original fee shall be added, up to a maximum penalty amount not to exceed the original invoiced amount.

Scope of Work
To qualify for contract consideration, proposers must, at a minimum, provide the following services and benefits:

I. Online Permit Tracking
a. The Proposer shall be responsible for working with residential and commercial alarm companies to ensure that existing and new alarm subscribers acquire a police alarm permit annually.
b. The Proposer shall be responsible for issuing notices to alarm subscribers when there is evidence that an alarm-subscriber has failed to secure the required permit for an alarm system.

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c. The Proposer shall be responsible for providing information on a frequency to be determined including, but not limited to, the first and last name of the alarm subscriber, permit type (residential versus business) and address of the property where the required permit has not been obtained.
d. The Proposer shall be responsible for the billing and collection of any fees associated with the failure of the alarm subscriber to secure a police alarm permit. e. The Proposer shall provide the City online, web-based access to the data associated with permits for audit and ad-hoc reporting purposes. System access by City staff shall not be limited to less than 5 users.
f. The Proposer shall provide the ability to register police alarm systems and obtain alarm permits by connecting to an Internet-based portal integrated with the City of Brea existing website. g. The Proposer must describe any features or services provided to create an initial permitting database.

II. Billing
a. The Proposer system must interface and receive a daily data set from the intermediary server that identifies false alarm events for the previous calendar date. This process shall be automatic and not require City staff intervention.
b. The Proposer shall be responsible for producing bills on a frequency specified by the City (daily/weekly) to businesses and residents who owe a false alarm service fee based on a fee structure articulated by City Ordinances and Resolutions. c. Flexibility shall be inherent in the Proposer’s system should the false alarm fee structure change with future fee updates.
d. The Proposer shall provide a local or toll-free phone number to assist citizens and businesses and answer questions as to the administration and billing of this program. Customer service shall be available at minimum 8:00am to 5:00pm, Monday through Friday, PST. If Proposer offers different language services, please include within proposal. e. The Proposer shall provide a secure and user-friendly online system for customer bill payment and provisions for those without internet access. The online payment process should be PCIcompliant. f. The Proposer shall provide the City with all available payment options that will be provided to the customer (i.e. Check, EFT, Visa, Mastercard, Discover, American Express, ApplePay, Venmo, etc.).
g. Monthly payment reconciliation data must be provided by the Proposer so they can be accounted for within the City’s financial system.

III. Collections
a. The Proposer shall be responsible for the collection of all fees. All fees collected shall be deposited in an account controlled by the Proposer. Deposits shall be disbursed at least monthly based on their respective percentages of the revenues collected as provided by the contract

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between the City and the Proposer. At minimum, the reconciliation of payment information must be provided in electronic format to the City and include the breakdown of payment methods and the daily quantity of permits collected that correspond the amount being reported. b. To enhance the public convenience and program perception, it is preferred that the Proposer provide a nearby program mailing address and mail-in payment processing. c. The Proposer shall be responsible for seeking collections from delinquent and/or uncollectible accounts and shall receive a percentage of the delinquent revenue as provided by the contract between the City and the Proposer.
d. The Proposer shall be responsible for providing information on a frequency to be determined that includes the name of the alarm-subscriber, permit number and address of the property where false alarm service fees are delinquent.
e. The Proposer shall provide the City online web-based access to the data associated with collections for audit and ad-hoc reporting purposes. The City requires that the database utilized falls within City IT standards.
f. The Proposer shall support the billing/suspension/revocation appeals process. g. The Proposer will provide the City access to the data associated with collections for audit and ad-hoc reporting purposes. System access by City staff shall not be limited to less than 5 users. h. The Proposer shall obtain, at its own expense, regular, independently certified (i.e., SSAE16, SOC 1) audits of internal financial controls, data security, and alarm management services.

The reports on such audits shall be shared with the City.

IV. Interface with Computer-Aided Dispatch Intermediary Server a. To minimize technical issues related to the sharing of alarm data, short-listed Proposers must be able to show the successful implementation of an automated alarm permit interface with a one-way directional flow of alarm incident data from the intermediary server to the Proposer’s proposed system and alarm permit data from the proposed system to the CAD. Proposer must provide three references of agencies utilizing a oneway directional intermediary server interface with which they contract. The City’s intermediary server is a Windows 2019 Standard, SQL 2014 Management Studio. All data is replicated from the City’s FlexRMS tables. The interface must run as a service. b. Transferred permit data should include at least permit status, permit number, emergency contacts, and site condition information.
c. The Proposer shall also provide proof and references demonstrating successful program use with other jurisdictions comparable to the City that use a different CAD system. d. The Proposer shall provide gratis system enhancements as they become available and backup system/disaster recovery functions.
e. Should the Proposer be selected for the contract but fail to provide and maintain a database capable of sharing bi-directional information with the current CAD or other CAD Contractors, as it may be upgraded, changed, or modified over time, it shall be considered a material breach of contract and grounds for immediate termination of Contractors contract.

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V. Customer Service
a. The Proposer shall provide an internet-based portal which will give public interactivity for purposes of education, registration, and support services, as well as an automated or personnel-staffed telephone system with similar attributes for those needing alarm program services, but without internet access.
b. The Proposer will develop written educational materials for citizens and businesses, coordinate a public education notification plan and provide alarm user training and education via the Internet and other methods for those without computer access. c. The Proposer shall provide the City current online access to the alarm program data with the ability to search accounts by multiple search criteria, view supporting documents such as letters and invoices, generate management reports, and create ad-hoc (custom) reports where the custom report template can be saved and re-generated on demand. System access by City staff shall not be limited to less than 5 users.
d. The Proposer shall have a track record demonstrating experience and expertise in advising residents and businesses on alarm ordinance provisions.

VI. Data Security and Reliability
a. The Proposer shall ensure the security and reliability of the City’s public safety data maintained by the Proposer. Please describe the policies, processes, and systems the Proposer has in place to protect the data.
b. Proposer shall provide information as to where the data collected from the City is stored. c. The Proposer shall follow generally accepted practices for ensuring that its alarm management services are provided with adequate internal controls. Please describe these practices.
d. The Proposer shall provide gratis System enhancements as they become available and backup system/disaster recovery functions.
e. Proof of PCI DSS compliance.
f. A functional explanation of the electronic payment process between the alarm system subscriber, the City, and the Proposer’s system, including details on procedures and processes relating to typical payment transactions, reversals, payment refunds, and how funds are transmitted to the designated City bank account including any/all costs involved. g. A schedule or fee structure for all customer transaction costs.

VII. Reporting
a. Provide a complete list and sample of reports available online to the City. b. Provide an audit trail of all system transactions and histories.

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c. Provide a monthly reconciliation and any supporting documentation the City will receive monthly before approving the monthly invoice from the Proposer. d. Provide an account history that is accessible by the City online. e. Provide any features and functions available for printing and saving the reports available to the City online.
f. If available, provide average violation billing time, average call wait time, average number of calls processed per hour by customer service representatives, and percentage of calls/issues resolved in one phone call.
g. Describe any additional features and capabilities of the online reporting function the City will have access to through the program web portal.
h. The City reserves the opportunity to review all required online reports and website performance with the Proposer upon request.

VIII. Cost Proposal
i. The Proposer shall provide pricing options whether the City absorbs all or a portion of banking fees or if the customer will pay the associated banking fees or a convenience fee. j. The Proposer shall quote on whether fees are based upon a percentage or a per processed permit fee or a combination of both.
k. The Proposer shall state implicitly whether banking fees are included in the fees paid the Proposer or if they are paid separately.

End of this Exhibit

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Attachment 1 to Exhibit A
CONTRACTOR’S PROPOSAL AND FEE SCHEDULE
(attached)

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07/23/24
RFP 2024.07.09.01 - Police Alarm Permit and False Alarm Billing and Collection Services - Addendum 01
The following addendum is issued to reflect responses to questions received regarding this solicitation:

1. Please reconfirm the due date for this procurement by providing it in response to answers to questions.

Please refer to the timeline in the RFP solicitation.

2. If there was a previous solicitation for these services, what was its title, number, release date, and due date?
N/A

3. Can you please provide greater explanation of your expectations related to any required subcontracting to minority-owned, women-owned, or other types or categories of small or disadvantaged businesses? For example, what is required with the proposal, and what is required to comply during the term of the contract? Please refer to sample agreement in RFP.

4. Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories
Please refer to the RFP for the required Scope of Services. Proposers are required to submit and complete a Pricing Form under the Standard Forms section of the RFP. Each proposal must be inclusive of all costs to perform the required services and any deviations must be clearly noticed as such.

Please refer to RFP solicitation and attachment in documents section.

5. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

N/A

6. Has the current contract gone full term?

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Current billing services are performed by City staff and collection services are currently provided by United Resource Systems (URS) which is the City’s third-party collection agency.

7. Have all options to extend the current contract been exercised? N/A

8. Who is the incumbent, and how long has the incumbent been providing the requested services?
Current billing services are performed by City staff and collection services are currently provided by United Resource Systems (URS) which is the City’s third-party collection agency.

9. To what extent will the location of the bidder's proposed location or headquarters have a bearing on any award?
None.

10. How are fees currently being billed by any incumbent(s), by category, and at what rates?
Please refer to scope of services in RFP for current billing rates. Current collection rates through URS are as follows:
x First Placement Accounts: 30%
x First Placement Accounts Requiring Litigation: 40%
x All checks $200.00 and below: Face Value
x All checks $200.01 and above: 25%
URS retains all nonsufficient funds (NSF) fees

11. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?
Estimated dollar amounts for the fiscal year ending June 30, 2024 are as follows:
x Police Alarm Permit ($25 commercial & $25 residential): $52,350 x Police False Alarm Penalties: $80,437
x Collection Submitted to URS: $418
x Collections Paid: $0
Estimates are exclusive of any applicable late fee charge amounts.

12. To what extent are these accounts owed by private consumers versus commercial businesses?

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As an estimate, there are 1,410 residential permit holders, 738 commercial permit holders, and 14 governmental permit holders.

13. Will accounts be primary placements, not having been serviced by any other outside collection agency, and/or will you also be referring secondary placements? If so, should bidders provide proposed fees for secondary placements also? Collections of unpaid debt for police alarm permits and police false alarm penalties will be considered primary placements.

14. What collection attempts are performed or will be performed internally prior to placement?
Proposer shall provide City staff with written notification of when an unpaid debt is being placed for collections. Proposer to clearly identify collection services as part of their proposal. Please refer to the Scope of Services within the RFP.

15. Will the selected vendor be allowed to litigate balances exceeding a certain dollar amount on your behalf, with your explicit approval?
Proposers of said services must provide that detail clearly as part of their proposal. All terms may be negotiated as part of the post award process.

16. What is the total dollar value of accounts available for placement now by category, including any backlog?
The total dollar value of accounts available for placement will vary based upon the timing of initial billing cycle. For fiscal year ending June 30, 2024 it is estimated that $418 was sent to the City’s third party collection agency (URS) for Police False Alarm penalty charges.

17. What is the total number of accounts available for placement now by category, including any backlog?
The total number of accounts available for placement will vary based upon the timing of initial billing cycle. For fiscal year ending June 30, 2024 it is estimated that one account was sent to the City’s third party collection agency (URS).

18. What is the average balance of accounts by category? Please see response above.

19. What is the average age of accounts at placement (at time of award and/or on a goingforward basis), by category?

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The average age of accounts at placement varies but assumed to be no less than 120 days past due.

20. What is the monthly or quarterly number of accounts expected to be placed with the vendor(s) by category?
The total number of accounts available for placement will vary based upon the timing of initial billing cycle.

21. What is the monthly or quarterly dollar value of accounts expected to be placed with the vendor(s) by category?
The total dollar value of accounts available for placement will vary based upon the timing of initial billing cycle.

22. What has been the historical rate of return or liquidation rate provided by any incumbent(s), and/or what is anticipated or expected as a result of this procurement? Information unknown at this time.

23. Can you please indicate what inbound and outbound contact methods, beyond phone calls or letters (such as email and text), would be permitted by the scope of work? Proposer to identify preferred contact method(s) for inbound and outbound correspondence with customer and with City staff as part of their proposal.

There are no other changes, additions, or deletions by issuance of this addendum.

Sincerely,
Stephanie Garcia
Senior Buyer

PROFESSIONAL SERVICES AGREEMENT
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This Professional Services Agreement (“Agreement”) is dated Tuesday, June 17, 2025 for reference purposes and is executed by the City of Brea, a California municipal corporation (“City”), and PMAM Corporation, a C Corporation (“Consultant”) to be effective upon the date of execution of this Agreement by the City Manager or the City’s authorized designee as set forth on the Signature Page hereto (the “Effective Date”).

RECITALS
A. City desires to retain Consultant as an independent consultant to provide the following professional services: Police Alarm Permit and False Alarm Billing and Collection Services.

B. Consultant represents that it is duly licensed, fully authorized by law, and has the necessary experience and qualifications, to provide such services.

NOW, THEREFORE, the parties agree as follows:

AGREEMENT

1. Scope of Services.

Consultant shall perform the services referenced in the Recitals, as required by RFP No. 2024.07.09.01 and more specifically described in the Scope of Services set forth in the attached hereto as Exhibit “A”, and as otherwise required by this Agreement, all to City’s satisfaction (collectively, “Services”).

2. Compensation.

A. City shall pay for the Services satisfactorily performed, in accordance with the Fee Schedule set forth in the attached Attachment 1 to Exhibit A hereto (the “Fee Schedule).

B. In no event shall the total amount paid for the Services over the term of this Agreement exceed the revenue sharing amount of twenty-six percent (26%) of all actual revenues generated and collected including all adjustments for alarm permit and renewal fees; false alarm violation fee(s) above a mandated limit; reinstatement fees; late fee(s) for false alarms, permit fees and renewal fees; other changes imposed in relation to the City’s Alarm Program Management and Collection Services (except for criminal penalties) (“Contract Amount”). This revenue sharing amount covers and is inclusive of all labor, materials, and any and all other costs incurred by Consultant in performing the Services, except for mailing and banking fees identified in the Fee Schedule as program expenses to be deducted from the program revenue before the split of revenue. Consultant shall be deemed to have made all inquiries and site inspections deemed necessary by Consultant prior to execution of this Agreement.

C. The share of the revenues payable to Consultant and the City in accordance with the provisions of the Fee Schedule shall be determined and paid monthly within 15 days after the end of each calendar month during the Term hereof based upon the amount

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of collections during the immediately preceding calendar month, adjusted for any outstanding authorized reimbursements or expenses payable to Consultant in accordance with the terms of this Agreement.

3. Contingency Work.

This Agreement does not include any contingency or additional work. Any additional work performed by Consultant without a written amendment or approval of the City shall be deemed to be work included within the Services.

4. Term.

The initial term of this Agreement shall be for a period of three (3) years commencing on the Contract Implementation Date (as hereinafter defined) and ending on the day immediately preceding the third anniversary of the Contract Implementation Date (the ‘Initial Term”), subject to earlier termination as set forth in Section 15 hereof. The City may extend the term of this Agreement by giving written notice to Consultant within 30 days prior to the then-scheduled expiration date for two (2) additional one-year terms which will be at the sole discretion of the City Manager. As used herein, the term “Contract Implementation Date” shall mean the first day of the calendar month for which Consultant commences billing for its Services to the City hereunder following the installation of the False Alarm Management Program.

5. Time of Performance.

A. Consultant shall complete the Services within the term of this Agreement, and shall meet any other established and agreed upon schedules and deadlines agreed upon in writing. Consultant shall commence performance within two business days of receiving City’s written notice to proceed.

B. Force Majeure. Neither party shall be considered in default of this Agreement for delays in performance caused by a force majeure event. As used in this Agreement, the term “force majeure event” means circumstances beyond the reasonable control of the non-performing party and includes the following: abnormal weather conditions; floods; earthquakes; fire; epidemics; war; riots and other civil disturbances; strikes, lockouts, work slowdowns, and other labor disturbances; sabotage; or judicial restraint. Consultant’s lack of financial capability, shall not constitute a force majeure event unless directly attributable to any of the foregoing events.

6. Maintenance of Records.

Books, documents, papers, accounting records, and other evidence pertaining to the Services, including costs incurred, shall be maintained by Consultant and made available for review by City at all

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reasonable times during the term of this Agreement. Upon termination of this Agreement, the City may require Consultant to provide all finished and/or unfinished data and other information of any kind possessed by Consultant in connection with the performance of Services under this Agreement.

Consultant shall be required to provide such information within a reasonable period of time of receipt of the request not to exceed thirty (30) days. All data relating to alarm permits shall be owned by the City. Upon termination of this Agreement, Consultant shall promptly deliver to the City all such data in MS-SQL format. Thereafter, Consultant shall destroy any and all remaining alarm related data including all City Data.

7. Standard of Care.

Consultant’s Services shall be performed in accordance with the generally accepted professional standards of practice and principles and in a manner consistent with the level of care and skill ordinarily exercised by members of the profession currently performing similar services under similar conditions. Consultant shall maintain all professional licenses and certifications required to lawfully perform the Services.

8. Compliance with Law.

A. Consultant shall comply with all applicable ordinances, laws, statutes, and regulations including Cal/OSHA requirements.

B. Consultant shall obtain a City of Brea business license.

9. Assignment and Subcontracting.

A. Consultant shall not assign or transfer this Agreement or any rights or obligations under, or any interest in this Agreement, or subcontract any required performance hereunder, without the prior written consent of City, which may be withheld for any reason. City shall be deemed to have approved Consultant’s utilization of subcontractors identified in Consultant’s proposal for the Services.

C. If use of a subcontractor is approved, then City may withhold 5% of each monthly payment to Consultant. Such retention shall be released upon City’s receipt of an unconditional release of all claims signed by any such subcontractor, as to work performed to date.

10. Independent Contractor.

A. Consultant is retained as an independent contractor and is not an employee of City. No employee or agent of Consultant is or shall become an employee of City.

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B. Consultant will determine the means, methods, and details by which Consultant’s personnel will perform the Services. Consultant shall be solely responsible for the satisfactory work performance of all personnel engaged in performing the Services and compliance with the customary professional standards.

C. Consultant’s personnel shall not wear or display any City uniform, badge, identification number, or other information identifying such individual as an employee of City. Consultant’s personnel shall not use any City e-mail address or City telephone number in the performance of the Services. Consultant shall acquire and maintain at its sole cost and expense such vehicles, equipment and supplies as Consultant’s personnel require to perform the Services. Consultant shall perform the Services off of City premises at locations of Consultant’s choice, except as otherwise may from time to time be necessary in order for Consultant’s personnel to receive projects from City, review plans on file at City, pick up or deliver any work product, or as may be necessary to inspect or visit City locations. City may make a computer available to Consultant from time to time for Consultant’s personnel to obtain information about or to check on the status of projects pertaining to the Services.

D. Consultant shall be responsible for and pay all wages, salaries, benefits and other amounts due to Consultant’s personnel in connection with the Services.

Consultant shall be responsible for all reports and obligations respecting such additional personnel, including Social Security taxes, other retirement or pension benefits, income tax withholding, unemployment insurance, disability insurance, and workers' compensation insurance. Consultant and its officers, employees, agents, and subcontractors shall not become entitled to, and hereby waive any claims to, any wages, salaries, compensation, benefit or any incident of employment by City, including eligibility to enroll in, or reinstate to membership in, the California Public Employees Retirement System (“PERS”) or any other retirement program, as an employee of City, and entitlement to any contribution to be paid by City for employer contributions or employee contributions for PERS benefits or any other retirement benefits.

11. CalPERS Compliance.

The parties acknowledge that City is a local agency member of the State of California Public Employees’ Retirement System (CalPERS), and as such has certain pension reporting and contribution obligations to CalPERS on behalf of qualifying employees. At the current time, Consultant has no CalPERS employees Consultant agrees that, in providing its employees and any other personnel to City who are located in California to perform the Services, Consultant shall assure compliance with the California Public Employees’ Retirement Law (PERL) (Government Code Section 20000 et seq.), the regulations of CalPERS, and the Public Employees’ Pension Reform Act of 2013 (Government Code Section 7522 et seq.). Without limitation to the foregoing, Consultant shall assure compliance with regard to personnel who have active or inactive membership in CalPERS and to those who are retired annuitants and in performing this Agreement shall not assign or utilize any of its personnel in a manner that will cause City to be in violation of the applicable retirement laws and regulations.

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12. Insurance.

Unless otherwise permitted or waived in writing by City’s Risk Manager, Consultant shall not commence work until it has secured all insurance required under this section and provided evidence thereof that is acceptable to City. In addition, Consultant shall not allow any subcontractor to commence work on any subcontract until it has secured all insurance required under this section.

A. Commercial General Liability
i. Consultant shall take out and maintain, in amounts not less than specified herein, Commercial General Liability Insurance, in a form and with insurance companies acceptable to City.
ii. Coverage for Commercial General Liability insurance shall be at least as broad as the following:
a. Insurance Services Office Commercial
General Liability coverage (Occurrence Form CG 00 01) or exact equivalent.
iii. Commercial General Liability Insurance must include coverage for the following:

Agreement
a. Bodily Injury and Property Damage
b. Personal Injury/Advertising Injury
c. Premises/Operations Liability
d. Products/Completed Operations Liability
e. Aggregate Limits that Apply per Project
f. Contractual Liability with respect to this
g. Broad Form Property Damage
h. Independent Consultants Coverage

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iv. The policy shall contain no endorsements or provisions limiting coverage for (1) contractual liability; (2) cross liability exclusion for claims or suits by one insured against another; (3) products/completed operations liability; or (4) contain any other exclusion contrary to this Agreement.
v. The policy shall be endorsed to name City, its officials, officers, employees, agents, servants, designated volunteers and agents serving as independent consultants in the role of City officials, as additional insureds using ISO endorsement forms CG 20 10 10 01 and 20 37 10 01, or endorsements providing the exact same coverage. vi. The general liability coverage may utilize deductibles or provide coverage excess of a self-insured retention, only if approved by City’s Risk Manager in writing, and further provided that such deductibles shall not apply to coverage of the additional insureds.

B. Automobile Liability
i. Consultant shall maintain Automobile Liability Insurance for bodily injury and property damage including coverage for owned, non-owned and hired vehicles, in a form and with insurance companies acceptable to City.
ii. Coverage for automobile liability insurance shall be at least as broad as Insurance Services Office Form Number CA 00 01 covering automobile liability (Coverage Symbol 1, any auto).
iii. The policy shall be endorsed to name City, its officials, officers, employees, agents, servants, designated volunteers and agents serving as independent consultants in the role of City officials, as additional insureds.
iv. Subject to City’s written approval, the automobile liability coverage may utilize deductibles or provide coverage excess of a self-insured retention, provided that such deductibles shall not apply to coverage of the additional insureds.

C. Workers’ Compensation/Employer’s Liability
i. Consultant certifies that Consultant is aware of the provisions of Labor Code Section 3700 which requires every employer to be insured against liability for workers’ compensation or to undertake self-insurance in accordance with the provisions of that code, and he/she/it will comply with such provisions before commencing work under this Agreement. ii. Consultant shall maintain full compensation insurance for its employees in accordance with the Workers’ Compensation and Insurance Act (Labor Code Section 3200 et seq.) and Employer’s Liability Coverage in amounts indicated herein. Consultant shall require all subcontractors to obtain and maintain workers’ compensation coverage of the same type and limits as specified in this section.

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D. Professional Liability (Errors and Omissions)
Consultant shall maintain professional liability or errors and omissions insurance appropriate to its profession, in a form and with insurance companies acceptable to City and with the limits required herein. This insurance shall be endorsed to include contractual liability applicable to this Agreement and shall be written on a policy coverage form specifically designed to protect against acts, errors or omissions of Consultant in the performance of professional services. “Covered Professional Services” as designated in the policy must specifically include work performed under this Agreement. The policy must “pay on behalf of” the insured and must include a provision establishing the insurer's duty to defend.

E. Cyber Liability
If Cyber Liability is included in the Minimum Policy Limits Required below, then Consultant shall maintain cyber liability insurance providing protection against claims and liabilities arising from: (i) errors and omissions in connection with maintaining security of City Data (as defined below); (ii) data breach including theft, destruction, and/or unauthorized use of City Data; (iii) identity theft including bank charges assessed; and (iv) violation of privacy rights due to a breach of City Data.

If ☒, then required Combined Single Limit
☒Commercial General Liability $1,000,000 per occurrence/ $2,000,000 aggregate for bodily injury, personal injury, and property damage
Automobile Liability $2,000,000 per occurrence (any auto) for bodily injury and property damage
☒Workers’ Compensation In the amount required by California law ☒Employer’s Liability $1,000,000 per occurrence
☒Professional Liability $2,000,000 per claim and aggregate (errors and omissions) ☒Cyber Liability $2,000,000 per occurrence
iii. Defense costs shall be payable in addition to the limits. iv. Requirements of specific coverage or limits contained in this section are not intended as a limitation on coverage, limits, or other requirement, or a waiver of any coverage normally provided by any insurance. Any available coverage shall be provided to the

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parties required to be named as additional insured pursuant to this Agreement.

G. Proof of Insurance
Within five days of execution of this Agreement, but prior to commencement of the Services, Consultant shall file with City evidence of insurance from an insurer or insurers certifying to the coverage of all insurance required herein. Such evidence shall include original copies of the ISO CG 00 01 (or insurer’s equivalent) signed by the insurer’s representative and Certificate of Insurance (Acord Form 25-S or equivalent), together with required endorsements.

H. Policy Provisions Required
i. Consultant shall provide City at least 30 days prior written notice of cancellation of any policy required by this Agreement, except that Consultant shall provide at least 10 days prior written notice of cancellation of any such policy due to non-payment of premium. If any of the required coverage is cancelled or expires during the term of this Agreement, Consultant shall deliver renewal certificate(s) including the required additional insured endorsement to City at least 10 days prior to the effective date of cancellation or expiration.
ii. The Commercial General Liability Policy and Automobile Liability Policy shall each contain a provision stating that Consultant’s policy is primary insurance and that any insurance, self-insurance or other coverage maintained by City or any additional insureds shall not be called upon to contribute to any loss.
iii. The retroactive date (if any) of each policy is to be no later than the effective date of this Agreement. If a “claims-made” professional liability policy is provided, it shall include an extended reporting period of not less than three years. iv. All required insurance coverages, except for the professional and cyber liability coverage, shall contain or be endorsed to provide a waiver of subrogation in favor of City, its officials, officers, employees, agents, servants, designated volunteers and agents serving as independent consultants in the role of City officials, or shall specifically allow Consultant or others providing insurance evidence in compliance with these specifications to waive their right of recovery prior to a loss. Consultant hereby waives its own right of recovery against City, and shall require similar written express waivers and insurance clauses from each of its subcontractors. v. The limits set forth herein shall apply separately to each insured against whom claims are made or suits are brought, except with respect to the limits of liability.

I. Additional Insurance Provisions

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i. If at any time during the term of this Agreement, any policy of insurance required under this Agreement does not comply with these specifications or is canceled and not replaced, City has the right but not the duty to obtain the insurance it deems necessary and any premium paid by City will be promptly reimbursed by Consultant or City will withhold amounts sufficient to pay premium from Consultant payments. In the alternative, City may terminate this Agreement for cause.
ii. City may require Consultant to provide for inspection by City, complete copies of all insurance policies in effect for the duration of the Agreement. iii. No City official, officer, employee, agent or volunteer shall be personally responsible for any liability arising under or by virtue of this Agreement. iv. The insurance obligations under this Agreement shall be: (1) all the insurance coverage and/or limits carried by or available to Consultant; or (2) the minimum insurance coverage requirements and/or limits shown in this Agreement; whichever is greater. Any insurance proceeds in excess of or broader than the minimum required coverage and/or minimum required limits, which are applicable to a given loss, shall be available to City. No representation is made that the minimum insurance requirements of this Agreement are sufficient to cover the obligations of Consultant under this Agreement.

J. Subcontractor Insurance Requirements
Consultant shall not allow any subcontractor to commence work on any subcontract until it has provided evidence satisfactory to City that it has secured all insurance required under this section. Policies of commercial general liability insurance provided by such subcontractors shall be endorsed to name City, its officials, officers, employees, agents, servants, designated volunteers and agents serving as independent contractors in the role of City officials as additional insureds, using ISO form CG 20 38 04 13 or an endorsement providing the same coverage. If requested by Consultant, City may approve different scopes or minimum limits of insurance for particular subcontractors.

13. Indemnification.

A. Subject to the limitations hereinafter set forth, Consultant shall defend (with counsel reasonably approved by City), indemnify and hold City, its officials, officers, attorneys, agents, employees, servants, designated volunteers, successors, assigns and those City agents serving as independent consultants in the role of City officials (collectively “Indemnitees”) free and harmless with respect to any and all claims, demands, causes of action, costs, expenses, liabilities, losses, damages, stop notices and/or injury of any kind, in law or equity, to property or persons, including bodily injury, wrongful death, personal injury and property damage, and destruction, or unauthorized access to, use, and/or theft of City Data (collectively, “Claims”) in any manner and to the extent arising out of, pertaining to, or incidental to any act, error, omission, breach of this Agreement, or willful misconduct of

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Consultant, its owners, officials, officers, employees, servants, subcontractors, consultants or agents (and/or any entity or individual for whom Consultant shall bear legal liability) in connection with the performance of the Services including the payment of all damages, expert witness fees and attorney’s fees and other related costs and expenses actually incurred in connection with such defense. Consultant shall have no liability hereunder for claims and liabilities arising out of the sole, active negligence of any of the Indemnitees.

B. Notwithstanding any other provision of this Agreement to the contrary, in no event whatsoever shall Consultant be liable for damages or losses attributable to its actions or inactions, or its subcontractor’s actions or inactions, with respect to the Services provided hereunder, whether for indemnification or otherwise, in excess of the Maximum Indemnification Amount. The Maximum Indemnification Amount shall be equal to the sum of: (i) any insurance proceeds actually received by Consultant, or paid by Consultant’s insurance carrier to the City, with respect to the claim for indemnification by the City hereunder, and (ii) the amount of fees actually retained by Consultant under this Agreement as its fee during the six (6) months immediately preceding the act or omission that generated Consultant’s indemnification obligation hereunder. Notwithstanding the preceding, the limitations on the indemnification or other obligations of Consultant set forth in this Section shall not apply to the obligation of Consultant to pay the City its share of the collected revenues as set forth in this Agreement.

C. Notwithstanding any other obligation of Consultant hereunder, in no event shall Consultant be liable for any indirect, incidental, special, consequential or punitive damages, including loss of fees, profits or income, arising directly or indirectly out of the provision or non-provision of Services hereunder, whether or not Consultant had any knowledge that such damages might be incurred.

D. Consultant’s obligations under this Section shall survive the expiration or termination of this Agreement.

14. Laws and Venue.

This Agreement shall be interpreted in accordance with the laws of the State of California without regard for change of venue laws. If any action is brought to interpret or enforce any term of this Agreement, the action shall be brought in a state or federal court situated in the County of Orange, State of California. Consultant must comply with the claim procedures set forth in the Government Claims act (Government Code Section 810 et seq.) prior to filing any lawsuit against City.

15. Termination.

A. City may terminate any portion or all of the Services or this Agreement with or without cause by giving 30 days’ written notice to Consultant. In such event, City shall be immediately given title to and possession of all City Data (as defined) below and original field notes, drawings and specifications, written reports and all other documents produced or developed pursuant to this Agreement. Provided Consultant is not then in breach, City shall pay Consultant for any portion of the Services satisfactorily completed prior to

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termination. If termination occurs prior to completion of any specific task for which a payment request has not been received, the charge for Services performed shall be the reasonable value of such Services, based on an amount agreed to by the parties. City shall not be liable for any costs other than the charges or portions thereof which are specified herein. Consultant shall not be entitled to payment for unperformed Services, and shall not be entitled to damages or compensation resulting from such termination. In addition to the foregoing, in the event City terminates this Agreement within the first twelve (12) months, it shall pay Consultant the amount set forth in the Fee Schedule for the Guaranteed Period as defined in the Fee Schedule.

B. Consultant may terminate this Agreement only for either (i) cause and by serving written notice of termination to City, provided Consultant has first served City with a written notice of default and demand to cure, and City has failed to cure such default within 30 days of receipt of such notice, (ii) immediately upon written notice to City, if the City misuses or attempts to appropriate the proprietary software of Consultant used in connection with its False Alarm Management Program (the “Consultant’s Proprietary Software”), or (iii) pursuant to the provisions of Section 15C below.

C. Consultant’s Fee Schedule and pricing for any and all Services to be provided by Consultant to the City under this Agreement have been set, established and agreed to be based upon the current provisions of applicable City ordinances relating to alarms. Should said ordinances change at any time during the term of this Agreement to reduce or eliminate the applicable fee, fines and charges, such reduction or elimination shall be effective prospectively only and not retroactively so that the fee earned by Consultant for Services provided prior to such modification of the alarm ordinance shall not be affected and the City shall not be entitled to any refund or credit arising from such modification of its alarm ordinance. In addition, if the change in the City ordinances relating to alarms would reduce or eliminate the fee, fines, and charges previously in effect, Consultant reserves the express right to enter into good faith negotiations with the City to modify the Fee Schedule and pricing accordingly. If, within thirty (30) days of notice from Consultant to the City of its desire to so renegotiate, the parties are unable to reach an agreement mutually acceptable to both parties, then Consultant reserves the right to terminate this Agreement. Said termination shall not be deemed to be a default by Consultant under this Agreement. Consultant shall be paid all fees and costs due and owing Consultant as of the date of said termination.

16. Intentionally Omitted.

17. Data Security.

A. As used in this Agreement, “City Data” means any and all information and data provided or made accessible, directly or indirectly, to Consultant by City, or otherwise acquired from City, in connection with Consultant’s performance of the Services. Except where subject to a third party’s intellectual property rights, any and all City Data is solely owned by City. Consultant is granted a limited, non-exclusive, and revocable license to use City Data solely as necessary to perform the Services. At no time shall Consultant use City

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Data for its own purposes, or sell, disclose or disseminate City Data, except as required by law or to provide the Services. At all times herein, Consultant shall protect and maintain the security of City Data using methods providing not less than the level of security Consultant uses for its own confidential data, and that otherwise comply with recognized industry data security standards applicable to similar kinds of governmental data and information.

B. To the extent any City Data consists of personal information as defined in the Consumer Privacy Act (Civil Code Section 1798.100 et seq.), Consultant shall comply with that statute and with Civil Code Section 1798.80, et seq., including providing the required notifications in the event of any unauthorized access of personal information stored, maintained, accessed, used or transmitted by Consultant in connection with this Agreement. Notwithstanding the foregoing, Consultant shall within 24 hours notify the City Representative by telephone and in writing of any unauthorized access of City Data. Thereafter, Consultant shall render any assistance to City and law enforcement as necessary to ascertain the nature and extent of such unauthorized access.

C. Consultant shall be responsible for establishing and maintaining a data privacy and information security program, including physical, technical, administrative, and organizational safeguards, that comply with or are substantially similar to the security controls identified in the current version of NIST SP800-53, and that is designed to: (a) ensure the security and confidentiality of City Data; (b) protect against any anticipated threats or hazards to the security or integrity of City Data; (c) protect against unauthorized disclosure, access to, or use of City Data; (d) ensure the proper disposal of City Data; and, (e) ensure that all employees, agents, and subcontractors of Consultant comply with all of the foregoing. All City Data, whether in motion, in use, or at rest, shall be encrypted from end to end. In no case shall the safeguards of Consultant’s data privacy and information security program used to protect City Data be less stringent than the safeguards used by Consultant for its own data.

D. Consultant may store City Data using cloud-based storage without City’s prior, written consent, because the use of such storage was clearly described in the Scope of Services submitted by Consultant in its response to City’s Request for Proposals (RFP No. 2024.07.09.01). Where permitted herein, any and all cloud-based storage shall be on servers and other hardware located within the continental United States, and shall be in compliance with ISO/IEC 27001 - 27018, as applicable, unless otherwise agreed to in writing by the City Representative. Cloud storage using Amazon Web Services (AWS) or Microsoft Azure, shall be deemed to satisfy the requirements of this subsection.

E. Consultant retains all right and title to Consultant’s Proprietary Software, including but not limited to, all publication rights, all development rights, all reproductions rights, and all rights that may follow from the commercial development of the software. The City does not acquire any ownership rights to Consultant’s Proprietary Software. Consultant’s Proprietary Software is protected in favor of Consultant, as well as any future registered trademarks, are trademarks of Consultant.

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F. Consultant’s Proprietary Software is considered loaned to the City during the duration of this Agreement as laid out in this Agreement and the City will not have any access to Consultant’s Proprietary Software after the conclusion of the Agreement.

18. Party Representatives.

A. Consultant hereby designates James McReynolds or such person’s designee, as Consultant’s Representative for this Agreement, unless and until written notice of a new representative acceptable to City is provided to City.

B. City hereby designates Mary Logue or such person’s designee, as the City Representative for this Agreement.

19. Notices.

Consultant
PMAM Corporation
5430 LBJ Freeway, Suite 370
Dallas, Texas 75240
United States
James McReynolds
[email protected]
City
City of Brea
1 Civic Center Circle
Brea, CA 92821
United States
Mary Logue
[email protected]
(714) 990-7173 (972) 573-4824

20. Third Party Rights.

Nothing in this Agreement shall be construed to give any rights or benefits to anyone other than City and Consultant.

21. Conflicts of Interest.

A. Consultant covenants that it presently has no interest, and shall not acquire any interest, direct or indirect, financial or otherwise, which would conflict in any manner or degree with the performance of the Services. Consultant certifies that no one who has

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 14
or will have any financial interest under this Agreement is an officer or employee of City.

B. Consultant further covenants that, in the performance of this Agreement, no subcontractor or person having any interest, direct or indirect, financial or otherwise, which would conflict in any manner or degree with the performance of the Services shall be employed. Consultant has provided City with a list of all City-approved subcontractors and the key personnel for such subcontractors that are retained or to be retained by Consultant in connection with the performance of the Services, to assist City in affirming compliance with this Section.

C. Consultant maintains and warrants that it has not employed nor retained any company or person, other than a bona fide employee working solely for Consultant, to solicit or secure this Agreement. Further, Consultant warrants that it has not paid nor has it agreed to pay any company or person, other than a bona fide employee working solely for Consultant, any fee, commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting from the award or making of this Agreement. If required, Consultant further agrees to file, or shall cause its employees or subcontractors to file, a Statement of Economic Interest with the City Clerk as required under state law in the performance of the Services. For breach or violation of this warranty, City shall have the right to terminate this Agreement without liability. No director, official, officer or employee of City, during the term of his or her service with City, shall have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom.

22. Severability.

The unenforceability, invalidity or illegality of any provision(s) of this Agreement shall not render the remaining provisions unenforceable, invalid or illegal.

23. Successors and Assigns.

This Agreement shall be binding upon and shall inure to the benefit of the successors in interest, executors, administrators and assigns of the parties.

24. Non-Waiver.

25. Time of Essence.

Time is of the essence in each and every provision of this Agreement.

26. City’s Right to Employ Other Consultants.

City reserves its right to employ other consultants to provide the Services or similar services.

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 15

27. Exhibits.

The attached Exhibit A are incorporated herein by reference. In the event of any conflict or inconsistency between the provisions of this Agreement and any Exhibit, the provisions of this Agreement shall govern. In the event of any conflict or inconsistency between the provisions of this Scope of Services and Specifications Requirements and the Consultant’s Proposal set forth in the attached Attachment 1 to Exhibit A, the provisions of the Scope of Services and Specifications Requirements shall govern.

28. Entire Agreement.

This Agreement (including the attached Exhibits) represents the entire understanding of the parties as to the Services, and supersedes and cancels any prior or contemporaneous oral or written understanding, promises or representations with respect to those matters. Each party acknowledges that no representations, inducements, promises or agreements have been made by any person which are not incorporated herein, and that any other agreements shall be void. This Agreement may not be modified or altered except in writing signed by both parties. This is an integrated Agreement.
[SIGNATURES ON FOLLOWING PAGE]

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 16
TO EXECUTE THIS AGREEMENT, the Parties have caused their authorized representatives to sign below. Digital Signatures are acceptable if they conform to all requirements of California Government Code Section 16.5.

PMAM Corporation
By: By:

Pankaj Kumar James McReynolds
Chief Executive Officer Secretary
[email protected] [email protected]
Date Signed: Date Signed:
[CORPs: Chairperson, President, Vice President; CORPs: Secretary, Asst. Secretary, Chief Finance LLCs:

Manager Officer, Asst. Treasurer LLCs: Manager]
[Pursuant to California Corporations Code Section 313, both signature lines must be executed unless the signatory holds at least one of the offices designated on each line.] [Pursuant to California Corporations Code Section 17703.01(d), both signature lines must be executed unless the articles of incorporation state that the firm is managed by only one manager.] City of Brea Attest (if over $50,000)
By: By:

Kristin Griffith Lillian Harris-Neal
City Manager City Clerk
[email protected]
Date Signed: Date Signed:

James McReynolds (May 29, 2025 08:58 CDT) 05/29/25 Pankaj Kumar (May 29, 2025 13:08 CDT)

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 17

Intent
Chapter 8.38 of the City’s Municipal Code that states that emergency alarm subscribers must obtain an annual permit and pay fees associated for false alarm responses. Additional information can be found by visiting the City’s website at: https://codelibrary.amlegal.com/codes/brea .

Scope of Work
To qualify for contract consideration, proposers must, at a minimum, provide the following services and benefits:

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 18
c. The Proposer shall be responsible for providing information on a frequency to be determined including, but not limited to, the first and last name of the alarm subscriber, permit type (residential versus business) and address of the property where the required permit has not been obtained.
d. The Proposer shall be responsible for the billing and collection of any fees associated with the failure of the alarm subscriber to secure a police alarm permit. e. The Proposer shall provide the City online, web-based access to the data associated with permits for audit and ad-hoc reporting purposes. System access by City staff shall not be limited to less than 5 users.
f. The Proposer shall provide the ability to register police alarm systems and obtain alarm permits by connecting to an Internet-based portal integrated with the City of Brea existing website. g. The Proposer must describe any features or services provided to create an initial permitting database.

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 19
between the City and the Proposer. At minimum, the reconciliation of payment information must be provided in electronic format to the City and include the breakdown of payment methods and the daily quantity of permits collected that correspond the amount being reported. b. To enhance the public convenience and program perception, it is preferred that the Proposer provide a nearby program mailing address and mail-in payment processing. c. The Proposer shall be responsible for seeking collections from delinquent and/or uncollectible accounts and shall receive a percentage of the delinquent revenue as provided by the contract between the City and the Proposer.
d. The Proposer shall be responsible for providing information on a frequency to be determined that includes the name of the alarm-subscriber, permit number and address of the property where false alarm service fees are delinquent.
e. The Proposer shall provide the City online web-based access to the data associated with collections for audit and ad-hoc reporting purposes. The City requires that the database utilized falls within City IT standards.
f. The Proposer shall support the billing/suspension/revocation appeals process. g. The Proposer will provide the City access to the data associated with collections for audit and ad-hoc reporting purposes. System access by City staff shall not be limited to less than 5 users. h. The Proposer shall obtain, at its own expense, regular, independently certified (i.e., SSAE16, SOC 1) audits of internal financial controls, data security, and alarm management services.

The reports on such audits shall be shared with the City.

IV. Interface with Computer-Aided Dispatch Intermediary Server a. To minimize technical issues related to the sharing of alarm data, short-listed Proposers must be able to show the successful implementation of an automated alarm permit interface with a one-way directional flow of alarm incident data from the intermediary server to the Proposer’s proposed system and alarm permit data from the proposed system to the CAD. Proposer must provide three references of agencies utilizing a oneway directional intermediary server interface with which they contract. The City’s intermediary server is a Windows 2019 Standard, SQL 2014 Management Studio. All data is replicated from the City’s FlexRMS tables. The interface must run as a service. b. Transferred permit data should include at least permit status, permit number, emergency contacts, and site condition information.
c. The Proposer shall also provide proof and references demonstrating successful program use with other jurisdictions comparable to the City that use a different CAD system. d. The Proposer shall provide gratis system enhancements as they become available and backup system/disaster recovery functions.
e. Should the Proposer be selected for the contract but fail to provide and maintain a database capable of sharing bi-directional information with the current CAD or other CAD Consultants, as it may be upgraded, changed, or modified over time, it shall be considered a material breach of contract and grounds for immediate termination of Consultants contract.

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 20
V. Customer Service
a. The Proposer shall provide an internet-based portal which will give public interactivity for purposes of education, registration, and support services, as well as an automated or personnel-staffed telephone system with similar attributes for those needing alarm program services, but without internet access.
b. The Proposer will develop written educational materials for citizens and businesses, coordinate a public education notification plan and provide alarm user training and education via the Internet and other methods for those without computer access. c. The Proposer shall provide the City current online access to the alarm program data with the ability to search accounts by multiple search criteria, view supporting documents such as letters and invoices, generate management reports, and create ad-hoc (custom) reports where the custom report template can be saved and re-generated on demand. System access by City staff shall not be limited to less than 5 users.
d. The Proposer shall have a track record demonstrating experience and expertise in advising residents and businesses on alarm ordinance provisions.

VII. Reporting
a. Provide a complete list and sample of reports available online to the City. b. Provide an audit trail of all system transactions and histories.

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 21
c. Provide a monthly reconciliation and any supporting documentation the City will receive monthly before approving the monthly invoice from the Proposer. d. Provide an account history that is accessible by the City online. e. Provide any features and functions available for printing and saving the reports available to the City online.
f. If available, provide average violation billing time, average call wait time, average number of calls processed per hour by customer service representatives, and percentage of calls/issues resolved in one phone call.
g. Describe any additional features and capabilities of the online reporting function the City will have access to through the program web portal.
h. The City reserves the opportunity to review all required online reports and website performance with the Proposer upon request.

End of this Exhibit

PROFESSIONAL SERVICES AGREEMENT
Police Alarm Permit and False Alarm Billing and Collection Services PROFESSIONAL SERVICES AGREEMENT – Page 22
Attachment 1 to Exhibit A
CONSULTANT’S PROPOSAL AND FEE SCHEDULE
(attached)
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 1

CITY OF BREA, CA
1 CIVIC CENTER CIRCLE
BREA, CA 92821

REQUEST FOR PROPOSALS

POLICE ALARM PERMIT AND FALSE ALARM

BILLING AND COLLECTION SERVICES
PREPARED FOR:

PM AM CORPORATION
5430 LBJ FREEWAY, SUITE 370
DALLAS, TEXAS 75240
(972) 831-7400
www.pmam.com
PROVIDED BY:

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 2

COVER LETTER
August 9th, 2024
City of Brea, CA
1 Civic Center Circle
Brea, CA 92821
For: RFP No. 2024.07.09.01
Request for Proposals - Police Alarm Permit and False Alarm Billing and Collection Services To Whom It May Concern,
We, PM AM Corporation, are delighted to submit our response to the City of Brea’s (hereinafter the “City”) Request for Proposals (RFP No. 2024.07.09.01) to perform all work necessary and incidental to provide business and residential alarm registration and false alarm incident management services; including billing services, permit registration, and handling related correspondence with citizens and businesses.

With pride, we present our experience in providing and managing similar programs nationwide, and we eagerly anticipate offering detailed insights into our existing footprint, cutting-edge technology, and "Best Practices" that will ensure the success of your false alarm program.

As an industry leader, PM AM has consistently assisted municipal and county jurisdictions in achieving the following benefits:

1. A significant reduction in false alarm calls.

2. Increased revenue through the City’s alarm program.

3. A robust and accessible service framework for the city and its citizens.

4. The effective use of innovative technology and processes to achieve program goals.

Within this proposal, we provide a comprehensive overview of PM AM's proprietary, 100% Cloudbased technology, best practices, and a thoughtfully crafted approach to enable the City of Brea to achieve its alarm program objectives. PM AM is proud to offer the most comprehensive and distinctive solution for alarm administration and collection services.

Presently, PM AM serves over 525 municipal and county jurisdictions and has contributed to the development of 140+ alarm ordinances, drafts, revisions, updates, and alarm policy changes. Our esteemed client portfolio includes jurisdictions of various sizes, such as City of Oakland, City of Dixon and City of Vacaville in California; Orlando, FL; Houston, TX; Irving, TX; and Large Canadian cities like Calgary and Edmonton over a million population. Our extensive presence both nationally and internationally establishes PM AM's commitment to delivering quality services.

Our dedication to innovation has been unwavering. From introducing a 100% web-based alarm management solution in 2004 to launching mobile apps (FAMS-ALARM) for Apple and Android PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 3 devices in 2016, PM AM consistently invests in cutting-edge technologies for the benefit of our clients, differentiating us in the industry.

Having thoroughly reviewed the City of Brea’s requirements, our technical team is confident in meeting the outlined program needs. We affirm our capability to handle all aspects of the False Alarm Management System and related managerial tasks.

This proposal will remain valid for 90 calendar days from the date of the proposal opening. PM AM hereby assures that we have no conflicts of interest as a proposer. PM AM acknowledges that PM AM is capable of completing the Scope of Work, as well as, all reasonably associated managerial tasks.

Primary Contact of PM AM Corporation for City of Brea:

Name : James McReynolds
Designation : Director of Sales
Email Address : [email protected]
Phone Number : 972-573-4824
Furthermore, PM AM would like to mention that we use “Pitney Bowes Inc.” as a subcontractor to meet our mailing needs for 140+ cities using their Mail Stream on Demand solution.

Pitney Bowes Inc.

Mailing Address : 3001 Summer Street, Stamford, CT 06926 Email : [email protected]
Telephone : 916-284-3650
This is a special revenue-share service, that needs a contract to cover terms that are specific to this kind of services; a sample PM AM Service Agreement is being submitted for the City’s review and if awarded we will negotiate with good faith.

We look forward to building a long-term working relationship with the city.

Please, do not hesitate to contact me if you have any questions regarding this response.

Sincerely,
Pankaj Kumar - Chief Executive Officer
PM AM Corporation
972-831-7401 - [email protected]
PM AM Corporation | 5430 LBJ Fwy, Suite 370, Dallas, TX, 75240 | www.pmam-copsource.com | Phone: 972-831-7404 | Email: [email protected]
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 4

CONFIDENTIALITY NOTICE
Kindly be informed that the present proposal, offering the requested services on behalf of the City of Brea, includes specific proprietary and confidential information belonging to PM AM Corporation. This information is being shared in utmost confidence, with the sole intention of enabling the City of Brea, along with its authorized employees, counsel, and representatives, to carefully assess and evaluate our proposal's suitability for acceptance.

In the event that the City of Brea receives a request from a third party under the relevant open records act, freedom of information act, or similar statute or ordinance, seeking a copy of our proposal, we sincerely ask that the City abstains from disclosing it. Instead, we kindly urge the City to promptly notify Pankaj Kumar, the Chief Executive Officer of PM AM Corporation, at [email protected], about the request. This will enable us to respond appropriately and in a timely manner to such disclosure with the appropriate authority. Consequently, the authority can then assess whether our proposal, in its entirety or in part (with redactions, if necessary), should be disclosed to the requesting party.

Regarding this matter, we wish to highlight that PM AM has acquired two opinions from a State's Attorney General. These opinions affirm that the disclosure of specific proprietary information, akin to the proprietary information presented in the following Proposal, is exempt from disclosure under Section 552.104(a) of the Texas Government Code. The exemption is based on the circumstances of those cases, as revealing such information would provide a competitive advantage to a competitor of PM AM.

Thank you for your consideration of our proposal.
© 2024. PM AM. All rights reserved.

All PM AM documents
included
Trade Secret- Proprietary
Information (Not for disclosure)
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 5

TABLE OF CONTENTS
COVER LETTER 2
CONFIDENTIALITY NOTICE 4
TABLE OF CONTENTS 5
EXECUTIVE SUMMARY 8
PROPOSED SOLUTION | SCOPE OF SERVICES 14
FALSE ALARM MANAGEMENT SOLUTION OVERVIEW 23
ALARM PERMITTING AND RENEWAL 23
Permit Renewal 26
Continually Updated Permitting Renewal Payment Information 26 Additional Permitting Processes 26
FALSE ALARM TRACKING AND INVOICING 27
INTERFACES 29
HEARING AND APPEALS SUPPORT 30
COLLECTIONS 32
Collection of Funds 33
Collections Processing 34
Meeting Collection Goals 35
Collection Business Processes | Workflow 35
Increased City Alarm Program Margins 36
REPORTING 37
Reporting and Data Management 37
Dashboards and Analytics Reports 43
CUSTOMER SERVICE 43
Citizen Self- Service Web Portal 43
Security Companies Self Service Web Portal 45
Corporate Portal for Multiple Accounts 45
Mobile Strategy 46
Customer Service Center 46
Citizen Service Representative Team 47
Utilizing FAMS to Create a Superior Customer Experience 48 Customer Care Call Center 49
Customer Representative Service Philosophy 50
FALSE ALARM REDUCTION PROCESSES 51
Repetitive False Alarm Violators Identification 52
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 6 Educational Material 52
Online False Alarm Academy 52
MARKETING AND PUBLIC SERVICE INFORMATION 53
Public Relations 53
DATA SECURITY | RELIABILITY 56
Maintenance Agreements and Requirements 56
Disaster Recovery Plan 56
Data Back-up and Storage 57
IT Policies, Processes and Systems 57
Data Security Practices 58
PM AM IT Processes 59
Change Management and Product Enhancements 61
IMPLEMENTATION PLANNING | TIMELINE 62
STAFF TO BE ASSIGNED 64
KEY PERSONNEL COMMITTED TO PROJECT 66
FIRM PROFILE, QUALIFICATIONS AND EXPERIENCE 70
AWARDS AND CERTIFICATIONS 72
VALUE ADD FEATURES AND SERVICES 74
State Of The Art Call Centers | Protection Against Disasters 74 PM AM Advantages 75
PM AM CUSTOMER PROFILE | EXPERIENCES 78
FAMS Customer Success – Oakland Police Department, CA 79 FAMS Customer Success – City of Houston, TX ARA Department 80 CLIENT REFERENCES 81
PRICING 82
STANDARD FORM A - NON-COLLUSION AFFIDAVIT FORM 84
STANDARD FORM B - REFERENCES FORM 86
STANDARD FORM C - SUBCONTRACTORS LIST-STANDARD FORM 88
STANDARD FORM D - STATEMENT OF COMPLIANCE OR EXCEPTIONS FORM 90 STANDARD FORM E - STATUS OF PAST AND PRESENT CONTRACTS FORM 95 STANDARD FORM F - INSURANCE COMMITMENT FORM 97
STANDARD FORM G - PROPOSER QUALIFICATIONS RESPONSE FORM 99 STANDARD FORM H - FIRM PROPOSAL FORM 102
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 7 STANDARD FORM I - PRICE FORM 104
SAMPLE PM AM SERVICE AGREEMENT TEMPLATE 106
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 8

EXECUTIVE SUMMARY
PM AM has provided software solution that is being deployed for 140+ cities in last 20 years and as stated, we have provided effective turnkey and services for alarm billing and tracking with excellent customer service and administered alarm ordinances resulting false alarm reduction. Our solution includes billing for fees and all mailings generated from ordinance, false alarm processing, coordination with alarm companies, hearing, and appeals support, reporting and a lot more that fulfills complete alarm ordinance of the City of Brea.

As is all too common with many Cities and Counties throughout the United States, excessive false alarm occurrences rob the city of valuable law enforcement resources along with taxpayer dollars if not addressed.

PM AM initially launched a web-based solution in 2004 and has advanced to now rolling out digital initiatives in 2020/2021 that make PM AM FAMS both device and platform-independent. Now, citizens, businesses, and City officials can access services from any device, whether it is a smartphone, laptop, or iPad. Citizens can now apply for a permit, make payments, update contact information etc. through the City’s website maintained by PM AM or through their personal social media (e.g., Facebook) where they are not required to remember any URLs/website addresses.

PM AM's 20-year journey with FAMS reflects its commitment to aligning with user behavior and adopting cutting-edge technological solutions to benefit cities and their residents, with a focus on reducing false alarms and enhancing ordinance compliance. PM AM has developed its solution from the ground up, avoiding patchwork integration with unrelated off-the-shelf programs like Salesforce.com. This unique approach sets PM AM apart in the marketplace.

The company remains dedicated to achieving industry certifications, ensuring that its procedures, protocols, and personnel supporting the FAMS platform are up-to-date and in line with industry-wide "Best Practices." PM AM boasts numerous awards and certifications, including the prestigious "CJIS Ready" (Criminal Justice Information Services) Certification, of which they are exceptionally proud.

While the FAMS solution may appear straightforward, PM AM has implemented over 100 different real-time, data-driven reporting functions in response to the requests of their partner cities and counties. PM AM values its user community's input and consistently tailors its program to effectively reduce false alarms and boost revenue. The strong relationship between PM AM and its user community is founded on the principle that innovations are promptly integrated into FAMS, provided at no extra cost to customers.

PM AM has developed several unique processes that could warrant patents, but the company's commitment to technological innovation often renders the need for patents unnecessary. Instead, PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 9 they have consciously chosen not to file for patents to avoid offering solutions that have remained unchanged for a decade or more.

In this section, we wish to state and demonstrate with examples of how PM AM’s dollars are invested in continuous improvements/ innovations that result in achieving four key result areas that our partner community places a significant importance to:

FALSE ALARM REDUCTION
- through education and awareness

HIGHER COLLECTION RATES
- through ultra-modern skip
tracking techniques

REVENUE GROWTH
- through state-of-the-art collection
compliance techniques

CITY PERSONNEL
- personnel involvement
False Alarm Reduction:

FAMSTM | False Alarm Reduction
PM AM currently manages alarm programs in over 140 cities and has witnessed a substantial yearto-year decrease in false alarm calls. This reduction helps eliminate inefficiencies linked to false alarms and encourages both alarm companies and users to maintain operational reliability and utilize alarm systems properly, thereby reducing false alarm dispatch requests.

The reduction of false alarms is a crucial objective for each of PM AM's partner cities. PM AM has dedicated a substantial pool of resources, including manpower and educational methods, to engage with those repeatedly responsible for false alarms, whether they are businesses or residents. While the initial results in the first month may not always be promising, our consistent outreach efforts over an extended period of 12 to 18 months have shown significant progress in raising awareness among repeat violators. Often, they are able to identify and rectify the causes of false alarm calls with our guidance. PM AM's personnel provide continuous support to these repeat violators throughout the process. You can find a detailed description of our engagement strategy in the "False Alarm Reduction Processes" section of this RFP response.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 10 Below are a few examples of similar size cities and counties as City of Brea that through our consistent outreach engagement model have resulted in false alarm reduction that usually is the priority for our partner cities.

CITY NAMES

FALSE ALARMS

DURING FIRST

YEAR OF

IMPLEMENTATION

FALSE ALARMS

COUNT FIVE

YEARS INTO

PROGRAM
% FALSE ALARMS

REDUCTION
Miami Shores, FL 991 443 55%
Hialeah, FL 8,861 4,110 54%
Rowlett, TX 2,140 1,075 50%
Cobb County, GA 16,124 8,043 51%
Palatka, FL 1,103 671 39%
Higher Collection Rates: PM AM usually targets up to 85%+ collections and in most cases, it is successful in collecting 90% plus. This higher collection rate is attributed to a workflow that is proprietary to PM AM. These sophisticated collection methods that analyze the payment trends and the preferred payment platforms used by the citizens to make payments help PM AM’s CSR’s in outreach to citizens with unpaid invoices. We have compared this proprietary workflow outreach methods with the typical conventional outreach efforts of others and our findings are that our collection rate is 10% to 12% higher using the proprietary workflow.

Revenue Growth: In almost 100% of cases, PM AM achieves increased baseline revenue when it takes charge of a cities’ alarm program. While it grows baseline revenue, PM AM always faces the hurdle of reduced false alarms, which results in reduced billing and collections for the false alarms, which were eliminated through PM AM’s false alarm reduction approaches. PM AM deploys multiple time-proven internal processes to identify non-compliant businesses/residents and an engagement strategy that almost always results in higher compliance (permitting), driving baseline revenue to grow substantially for our partner cities. These strategies are discussed in detail in later parts of this RFP response.

FAMSTM | Revenue
PM AM is able to increase the revenue for the cities in spite of the fact that there has been a consistent reduction in false alarms. PM AM has efficient collection rates in the 90% range that have significantly helped cities have poor collection rates.

Below examples illustrate where unique FAMS techniques resulted in higher revenue growth. In some cases, PM AM’s initial share is “paid for” by this increase in revenue, making PM AM services free from second year onward.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 11 City - Personnel involvement: The FAMS portal ensures easy access and engagement for all stakeholders, with our CSRs available in two call centers, Dallas and Houston, providing comprehensive support at every step. The seamless integration of technology, processes, and human interaction leads to higher customer satisfaction while minimizing the time cities need to dedicate to alarm management activities.

Furthermore, we have been presented with 14 opportunities to introduce the FAMS solution to the following municipalities, all of whom were previously using our competitor's product:

CITY NAMES

REVENUE DURING

FIRST YEAR OF

IMPLEMENTATION

REVENUE FOR
YEAR 2022
% REVENUE

INCREASE
Middle Township, NJ $ 30,995 $ 43,114.01 39%
Rialto, CA $ 56,906.56 $ 135,811.80 139%
San Marcos, TX $ 30,290 $ 81,288.80 168%
Long Beach, NY $ 42,100 $ 69,650.79 65%
Richardson, TX $ 191,175 $ 305,285.95 60%
Houston, TX $ 6,400,000 $ 11,100,963.03 73%
Little Elm, TX $ 37,729 $ 79,869.90 112%
Lincoln, CA $ 30,765 $ 52,747.27 71%
1 PEMBROKE PINES, FL 8 SUFFOLK, CA
2 COBB COUNTY , GA 9 COLUMBUS, OH
3 DURHAM, NC 10 IRVING, TX*
4 NORTH MIAMI BEACH, FL 11 ROSEVILLE, CA*
5 DOUGLAS COUNTY, CO 12 ARCADIA, CA*
6 HIGHLAND VILLAGE, TX 13 TOMS RIVER, NJ*
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 12 These agencies were utilizing the services of our competitors, APS / City Support, or CentralSquare Technologies’ CryWolf, for their alarm management needs. However, they expressed interest in exploring other available alarm management offerings in the market. This presented an excellent opportunity for PM AM to present our solution.

While most of these agencies were content with their current vendors, they were impressed by PM AM's distinct approach to customer service and our innovative technology solutions. During the comparison between both solutions, it became evident to them the advantages they could gain from PM AM's processes in achieving their key goals. As a result, all 14 agencies made the decision to switch their alarm program management to PM AM Corporation. Notably, several of these accounts have been loyal PM AM customers for multiple years since making the switch.

In summary, PM AM would like to offer…
Because of the broad experience PM AM has gained working with some the more demanding municipal environments in the nation, along with our commitment to being the industry’s innovation leader…
We firmly believe that PM AM is in a unique position to continue to provide unparalleled technological innovations and managed services in support of the City’s current and any new alarm ordinance revisions for the next several years to come.

This complete section fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - V. Customer Service – d” of by the City. 7 DAVIE, FL 14 HUNTSVILLE, TX
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 13 PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 14 PROPOSED SOLUTION | SCOPE OF SERVICES
After a comprehensive assessment of the City of Brea’s requirements, our technical team is confident in our ability to fulfill the specified program requirements. We confirm our competence in managing all aspects of the False Alarm Management System, including associated administrative responsibilities.

Police Alarm Permit And False Alarm Billing Services
Sr.

No. Scope Of Services
RFP
Reference
Page
Available In The
Proposed FAMS
Solution
I. Online Permit Tracking
a. The Proposer shall be responsible for working with
residential and commercial alarm companies to
ensure that existing and new alarm subscribers
acquire a police alarm permit annually.
36 Yes
b. The Proposer shall be responsible for issuing notices to alarm subscribers when there is evidence that an
alarm-subscriber has failed to secure the required
permit for an alarm system.
36 Yes
c. The Proposer shall be responsible for providing
information on a frequency to be determined
including, but not limited to, the first and last name
of the alarm subscriber, permit type (residential
versus business) and address of the property where
the required permit has not been obtained.
37 Yes
d. The Proposer shall be responsible for the billing and collection of any fees associated with the failure of the alarm subscriber to secure a police alarm permit.
37 Yes
e. The Proposer shall provide the City online, web-based access to the data associated with permits for audit
and ad-hoc reporting purposes. System access by City
staff shall not be limited to less than 5 users.
37 Yes
f. The Proposer shall provide the ability to register
police alarm systems and obtain alarm permits by
connecting to an Internet-based portal integrated
with the City of Brea existing website.
37 Yes
g. The Proposer must describe any features or services
provided to create an initial permitting database.
37 Yes
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 15 II. Billing
a. The Proposer system must interface and receive a
daily data set from the intermediary server that
identifies false alarm events for the previous calendar date. This process shall be automatic and not require
City staff intervention.
37 Yes
b. The Proposer shall be responsible for producing bills on a frequency specified by the City (daily/weekly) to
businesses and residents who owe a false alarm
service fee based on a fee structure articulated by City Ordinances and Resolutions.
37 Yes
c. Flexibility shall be inherent in the Proposer’s system should the false alarm fee structure change with
future fee updates.
37 Yes
d. The Proposer shall provide a local or toll-free phone number to assist citizens and businesses and answer
questions as to the administration and billing of this
program. Customer service shall be available at
minimum 8:00am to 5:00pm, Monday through Friday,
PST. If Proposer offers different language services,
please include within proposal.
37 Yes
e. The Proposer shall provide a secure and user-friendly online system for customer bill payment and
provisions for those without internet access. The
online payment process should be PCI-compliant.
37 Yes
f. The Proposer shall provide the City with all available payment options that will be provided to the
customer (i.e. Check, EFT, Visa, Mastercard, Discover,
American Express, ApplePay, Venmo, etc.).
37 Yes *1
*1 - We currently do not support American Express, ApplePay, and Venmo as payment methods.
g. Monthly payment reconciliation data must be
provided by the Proposer so they can be accounted
for within the City’s financial system.
37 Yes
III. Collections
a. The Proposer shall be responsible for the collection of all fees. All fees collected shall be deposited in an account controlled by the Proposer. Deposits shall be
disbursed at least monthly based on their respective
percentages of the revenues collected as provided by
the contract between the City and the Proposer. At
minimum, the reconciliation of payment information
must be provided in electronic format to the City and
37 Yes
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 16 include the breakdown of payment methods and the
daily quantity of permits collected that correspond
the amount being reported.
b. To enhance the public convenience and program
perception, it is preferred that the Proposer provide
a nearby program mailing address and mail-in
payment processing.
38 Yes
c. The Proposer shall be responsible for seeking
collections from delinquent and/or uncollectible
accounts and shall receive a percentage of the
delinquent revenue as provided by the contract
between the City and the Proposer.
38 Yes
d. The Proposer shall be responsible for providing
information on a frequency to be determined that
includes the name of the alarm-subscriber, permit
number and address of the property where false
alarm service fees are delinquent.
38 Yes
e. The Proposer shall provide the City online web-based access to the data associated with collections for
audit and ad-hoc reporting purposes. The City
requires that the database utilized falls within City IT standards.
38 Yes
f. The Proposer shall support the
billing/suspension/revocation appeals process.
38 Yes
g. The Proposer will provide the City access to the data associated with collections for audit and ad-hoc
reporting purposes. System access by City staff shall
not be limited to less than 5 users.
38 Yes
h. The Proposer shall obtain, at its own expense, regular, independently certified (i.e., SSAE16, SOC 1) audits of internal financial controls, data security, and alarm
management services. The reports on such audits
shall be shared with the City.
38 Yes
IV. Interface with Computer-Aided Dispatch Intermediary Server a. To minimize technical issues related to the sharing of alarm data, short-listed Proposers must be able to
show the successful implementation of an automated
alarm permit interface with a one-way directional
flow of alarm incident data from the intermediary
server to the Proposer’s proposed system and alarm
permit data from the proposed system to the CAD.

Proposer must provide three references of agencies
utilizing a one-way directional intermediary server
38 Yes
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 17 interface with which they contract. The City’s
intermediary server is a Windows 2019 Standard, SQL
2014 Management Studio. All data is replicated from
the City’s FlexRMS tables. The interface must run as a
service.
b. Transferred permit data should include at least
permit status, permit number, emergency contacts,
and site condition information.
38 Yes
c. The Proposer shall also provide proof and references demonstrating successful program use with other
jurisdictions comparable to the City that use a
different CAD system.
38 Yes
d. The Proposer shall provide gratis system
enhancements as they become available and backup
system/disaster recovery functions.
38 Yes
e. Should the Proposer be selected for the contract but fail to provide and maintain a database capable of
sharing bi-directional information with the current
CAD or other CAD Contractors, as it may be
upgraded, changed, or modified over time, it shall be
considered a material breach of contract and grounds
for immediate termination of Contractors contract.
38 Yes
V. Customer Service
a. The Proposer shall provide an internet-based portal
which will give public interactivity for purposes of
education, registration, and support services, as well
as an automated or personnel-staffed telephone
system with similar attributes for those needing alarm
program services, but without internet access.
39 Yes
b. The Proposer will develop written educational
materials for citizens and businesses, coordinate a
public education notification plan and provide alarm
user training and education via the Internet and other
methods for those without computer access.
39 Yes
c. The Proposer shall provide the City current online
access to the alarm program data with the ability to
search accounts by multiple search criteria, view
supporting documents such as letters and invoices,
generate management reports, and create ad-hoc
(custom) reports where the custom report template
can be saved and re-generated on demand. System
access by City staff shall not be limited to less than 5 users.
39 Yes
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 18 d. The Proposer shall have a track record demonstrating experience and expertise in advising residents and
businesses on alarm ordinance provisions.
39 Yes
VI. Data Security and Reliability
a. The Proposer shall ensure the security and reliability of the City’s public safety data maintained by the
Proposer. Please describe the policies, processes, and
systems the Proposer has in place to protect the data.
39 Yes
b. Proposer shall provide information as to where the
data collected from the City is stored.
39 Yes
c. The Proposer shall follow generally accepted
practices for ensuring that its alarm management
services are provided with adequate internal controls.

Please describe these practices.
39 Yes
d. The Proposer shall provide gratis System
enhancements as they become available and backup
system/disaster recovery functions.
39 Yes
e. Proof of PCI DSS compliance. 39 Yes
f. A functional explanation of the electronic payment
process between the alarm system subscriber, the
City, and the Proposer’s system, including details on
procedures and processes relating to typical payment
transactions, reversals, payment refunds, and how
funds are transmitted to the designated City bank
account including any/all costs involved.
39 Yes
g. A schedule or fee structure for all customer
transaction costs.
39 Yes
VII. Reporting
a. Provide a complete list and sample of reports
available online to the City.
39 Yes
b. Provide an audit trail of all system transactions and histories.
39 Yes
c. Provide a monthly reconciliation and any supporting
documentation the City will receive monthly before
approving the monthly invoice from the Proposer.
40 Yes
d. Provide an account history that is accessible by the City online.
40 Yes
e. Provide any features and functions available for
printing and saving the reports available to the City
online.
40 Yes
f. If available, provide average violation billing time, average call wait time, average number of calls
processed per hour by customer service
40 Yes
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 19 representatives, and percentage of calls/issues
resolved in one phone call.
g. Describe any additional features and capabilities of the online reporting function the City will have access to through the program web portal.
40 Yes
h. The City reserves the opportunity to review all
required online reports and website performance
with the Proposer upon request.
40 Yes
VIII. Cost Proposal
i. The Proposer shall provide pricing options whether
the City absorbs all or a portion of banking fees or if the customer will pay the associated banking fees or
a convenience fee.
40 See Page 82
j. The Proposer shall quote on whether fees are based
upon a percentage or a per processed permit fee or
a combination of both.
40 See Page 82
k. The Proposer shall state implicitly whether banking
fees are included in the fees paid the Proposer or if
they are paid separately.
40 See Page 82
Permitting
PM AM’s False Alarm Management System (FAMS) solution is the only 100% web-based solution available in the alarm management industry.

FAMS supports the permitting process for the citizens choosing to apply for a permit proactively as well as built-in innovative processes to identify non-compliant locations:
• Identify locations with False alarm but that are non-permitted • Engage with alarm companies to identify non-permitted locations based on the alarm company subscriber listings
FAMS provides multiple ways to your citizens to apply for a permit:
• Traditional mail-in application process
• Interactive self-service web portal application
• iPhone and Android app to apply for a permit
Alarm Tracking and Billing
FAMS imports the alarm incident dataset from the City’s CAD/RMS and generates notifications, invoices etc. on a configurable frequency, as needed by the city.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 20 FAMS also tracks the registered and unregistered locations and has a business-rule-based billing criterion which can be easily modified to accommodate the City of Brea’s business rules. FAMS maintains a table of incidents and corresponding charges to generate invoices, notices etc.

This ensures quick and error-free invoices are received by your citizens.

Hearing and Appeals Support
FAMS, a 100% web-based solution store, updates and maintains the complete documentation required for appeal hearings. This allows cities to conduct appeal hearings in-person or via mail.

FAMS intuitive appeals module provides the flexibility to the hearing officers to review the information in real-time, from the office or while using a mobile device. This enables them to make informed decisions in a timely manner.

Collections
PM AM offers multiple payment options to your citizens:
• Checks or money-orders
• Pay with Customer service via phone
• On-line, via self-service web portal
• Via iPhone/Android app
• Via Interactive Voice Response (IVR) over the weekends PM AM maintains robust data and financial controls for safe and reliable administration of the alarm program. PM AM is SSAE-16, SOC I certified through BDO USA, LLP. All online payments are made in compliance with PCI guidelines.

FAMS has integrated billing and accounting software. Unlike working with external accounting applications like Quick Books, all billing, collections, account receivables are part of our 100% web-based system.

As such, city personnel are provided with online real-time access to view all account statuses, at any time. This integrated approach saves time and money and improves data accuracy since all the information is integrated as part of one system.

Our solution is capable of collecting and reporting cash, credit cards, and check payments through Payment Gateway integration with your PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 21 processor. The reports detail the location and person who received the payment, including full reconciliation details.

Collection efforts are maximized utilizing a scientific process called trend analysis. Trend analysis reports give collection specialists detailed knowledge to setup and execute debtor callback patterns using a scientific process that generates a call list, which PM AM personnel use for collection efforts.

Interfaces
CAD Interface
PM AM realizes the significance the City of Brea places on CAD and its vital importance in providing the alarm data to FAMS and receiving Permit information back if required. PM AM has worked for the past 15 years to develop robust integration processes that constantly work with a large number of CAD system.

PM AM has accomplished this data exchange with the CAD vendor’s cooperation and without the CAD vendor’s active participation where cities directed us to do so on our own initiative. Out of 100+ clients that PM AM serves, it is only 5% places where CAD vendors provided the interfaces, in other 95% cases, PM AM built the data exchange routine on its own with City’s help.

PM AM would like to assure City of Brea’s officials that PM AM has not missed or been delayed on a single implementation due to a lack of CAD data exchange and it would not be the case with the City of Brea.

Citizen Self- Service Web Portal and Customer Service
FAMS offers a reputable citizen self-service portal accessible from the city’s website 24/7 allowing your citizens to apply for permits, pay fees and fines, and update contact information in real-time. The portal provides an unmatched citizen experience by providing video demonstrations of the important functionalities to first-time visitors. More importantly, the selfservice portal provides educational content focused on false alarm reduction coupled with the false alarm academy.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 22 PM AM has a dedicated staff of multiple customer support representatives, coupled with best practices and advanced call center technology to provide superior customer service to your citizens. The customer support representatives undergo extensive training and coaching to answer questions related to the ordinance, invoices, false alarm reduction initiatives, etc.

Reporting
The City of Brea will have complete insight into all functions of False Alarm Management Services on a real-time basis through various reports and queries. FAMS has more than 100 reports that can be generated based on variable parameters. Most of these reports can be exported in PDF or Microsoft Excel. Such reports are very helpful for the City of Brea’s Police, Finance and other officials to review progress of the program.

By specific design, the City will witness a program where all information is readily available, independent of any need to engage PM AM’s awardwinning support staff.

Citizen Education
PM AM offers several features like a proprietary educational CD, online academy, bill inserts, high violator’s identification, etc. at no additional cost to the City of Brea, which helps in engaging citizens and provides them important information to reduce false alarms and increase ordinance compliance.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 23

FALSE ALARM MANAGEMENT SOLUTION OVERVIEW
After a thorough analysis of the City’s specific false alarm reduction program requirements and objectives as listed in Bid’s “Standard Requirements of Technical Proposal,” the PM AM FAMS 100% web-based solution will be comprised of 10 core processes to deliver upon the City’s program expectations.

PM AM will perform the following functions and processes as outlined in the RFP:
1 Alarm Permitting and Renewal 6 Reporting | Analytics
2 False Alarm Tracking And Invoicing 7 Customer Service 3 Interfaces 8 False Alarm Reduction
Processes
4 Hearing and Appeals Support 9 Marketing and Public Service Information
5 Collections 10 Data Security and Reliability
These all functions fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work” of by the City.

ALARM PERMITTING AND RENEWAL
PM AM maintains the alarm permit database for the City in real time. Citizens and businesses can apply online for permit registration or can use traditional paper applications. PM AM will continue to use the current numbering system to issue permits.

FAMS customer service staff are always available during business hours to handle questions and provide assistance to your citizens/businesses. Messages left after hours are returned the next business day. Our Customer Service Specialists are trained to provide step-by-step guidance to callers regarding completing the permit application. This service is available in English, Spanish and 175 plus other languages as required by the caller.

PM AM’s document specialist will review the existing alarm permit registration form and work with the City’s alarm administrator to finalize the permit registration form that incorporates the requirements of the City’s ordinance and the best practices that PM AM suggests, this results in City officials having the accurate and complete information about the permit location that is PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 24 readily available to dispatch, police officers, fire responders, emergency personnel, alarm administrator and PM AM CSR.

All the addresses that are entered into FAMS, whether online or by PM AM’s back-office data entry team, are first verified with the City’s GIS database before a permit is created. This process ensures that the permitting and alarm management service is offered to only City residents. PM AM has followed this process since 2004 and has been successful in eliminating the problem for the residents who do not live in the City limits who, for some reason, apply for a permit, and on an occurrence of an alarm do not get a police or fire response and later try to create problems for the City for issuing the permit and failing to respond. It is PM AM’s commitment to follow 100% accurate information with complete transparency and full access to the City officials.

PM AM’s proven web-based citizen self-service portal is integrated with the City’s existing website striving to create a safe, transparent, and risk-free environment for the City’s community.

The citizen portal is designed to make the alarm permit application process easy and accurate.

The application module is designed to capture all relevant citizen and alarm company data proven to be necessary to support a successful alarm program through the use of pre-requisite fields along with address validation of the alarm site. All data is presented to the citizen for review prior submission. This process ensures that all information submitted in the permit application is complete and accurate.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - I. Online Permit Tracking – f” of by the City.

Immediately upon logging on to the City website, your citizens are provided with a video demonstration to complete the permit application. Your citizens are confident in completing this process after learning the step-by-step instructions provided in the video demonstration. This sophisticated web-portal informs your citizens regarding the receipt of application and notifies them of the acceptance/denial of the application. Your citizens discover that in just a few minutes, the permit is applied, with a permit copy emailed to them. PM AM has invested a great deal of time, money and resources in maturing these sophisticated processes. These processes ensure that all information is cross-referenced and verified and is 100% accurate and up to date. PM AM references City databases like GIS, utilities etc. to enforce the accuracy of the information. Our partner cities and counties constantly express the positive feedback they receive from their citizens and staff.

Once a permit is registered in FAMS database, then all subsequent alarms that happen at the permit location are assigned to the permit. City staff and PM AM staff are able to see the permit status, invoices, payments, and all past incidents including the number of incidents in the last 12 months in real-time. FAMS maintains the original registration issue date, date of each false alarm including incident count (true/false), historical information on registration issuance and current registration status (active, expired, suspended, no-response etc.) information on real time basis.

Your citizens, City’s alarm administrator and PM AM’s CSR, all have the ability to maintain the key holder information in real time through FAMS administrative and citizen portal. PM AM will PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 25 continue to conduct all aspects of alarm permitting including but not limited to registration, annual updates and maintaining the alarm permit status.

FAMS maintains the following required information for the permits:
• Permit Number
• Permit Issue date | Expiration/Renewal date.
• Permit name, alarm site address with apt/suite #, phone number, and email address of the person responsible for proper maintenance.
• Type of property (residential | commercial | exempt). • Permit Type: Permit Holder | non-permit holder
• Permit Status: Active | Inactive | Cancelled | Suspended etc. • Billing name, address and contact information (if different). • Holder name, address and contact information (if different). • Name, address and contact information for the alarm company responsible for installing the alarm system.
• Name, address and contact information for the alarm company responsible for maintaining/ monitoring the alarm system
• Type of alarm system
• Date of installation
• Names and phone numbers for four contact persons.
• Date of 1st and subsequent suspensions
• Date of reinstatement etc.

FAMS provides an online fully web-based portal with unlimited simultaneous access to the City staff, dispatchers and officers allowing them to search or cross reference permit information by multiple partial, wild card and ASCII search options including but not limited to permit holder name, address and three other search criterion to view the account history and other alarm enforcement actions. This portal further allows the City staff to review and audit all data associated with the permits and run ad hoc reports as needed.

Since FAMS is 100% web based, the City officials, including the alarm administrator, will continue to have full privileges and complete access to FAMS in real time including local access to make any changes like billing address update, name and phone number of the emergency contact etc.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - I. Online Permit Tracking – e” of by the City.

FAMS can interact with various Computer-Aided Dispatch (CAD) Systems, enabling the transfer of necessary alarm permit information to the City's dedicated FTP location in a plain text CSV format. This information encompasses details such as the Permit Number, Permit Name, Alarm Site Address, Permit Status, Issue and Expiry Dates, Special Conditions, Pet Information, among others , in alignment with the agreements established with the City's CAD systems. We have successfully integrated our system with several CAD platforms, including Motorola’s PremierOne PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 26 CAD, utilized by agencies like Jacksonville Sheriff’s Department in Florida and in Coppell, Texas, as well as the Central Square One Solution, adopted by Midland, Texas, and Suffolk, Virginia.

Permit Renewal
PM AM’s FAMS has a business rules-based, automatic billing process; this eliminates errors and provides accurate information. PM AM has several reports that are executed by the Customer Service Billing Specialist to ensure all permit renewal notifications have been processed. As required by the City’s Alarm Ordinance, FAMS has detailed and well-defined processes to generate letters, invoices and electronic notifications to residences and businesses on the City’s letterhead. The content for invoices, correspondence etc. has been approved by the City during the implementation phase and can be revised by the City at any time at no cost.

FAMS permitting and permit renewal processes include:
• Monitoring the issue date and expiration date of permits, thus identifying the permits due to expire in at least 30 days.
• Permits requiring renewal in the upcoming month are automatically generated and a permit renewal notice is sent. This provides the permit holder with sufficient time to always remain compliant with the City’s Ordinance.
• FAMS utilizes business rules to send non-compliant notices and permit applications to all alarm holders that have reported false alarm incidents but do not have a valid alarm permit. Your citizens thus apply for the permit, which results in additional revenue rightfully due to the City, as well as up to date key holder information to dispatch and police officers.
• If residents and businesses do not complete alarm permits after receiving the noncompliant notice, FAMS automatically generates a report for PM AM processes to engage these non-compliant citizens through phone contact to reapply for a permit.

Continually Updated Permitting Renewal Payment Information PM AM provides citizens an opportunity to update the responsible party and key holder information in real time in the citizen portal or by informing PM AM through phone calls or written correspondence. Such best practices result in responsible party and key holder information being accurate and always available to the responding law enforcement officers.

Additional Permitting Processes
PM AM has outlined several key permitting processes within this section. There are additional processes within PM AM’s Billing, Security Company, Citizen Web Portal, and Customer Service PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 27 programs that also enhance permitting compliance. PM AM’s permitting goal is to greatly increase alarm permit compliance and in turn, significantly increase City revenue from the permitting process. We have repeatedly increased permitting revenue by between 100 – 300% for our partner cities.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - I. Online Permit Tracking – a, d & g” of by the City.

FALSE ALARM TRACKING AND INVOICING
FAMS, a 100% web-based solution is a business rules-based solution and our false alarm billing process has been set up to incorporate the City’s alarm ordinance. FAMS has the flexibility to modify alarm ordinance attributes to reflect new changes in the alarm ordinance as needed. This allows our customers to make changes or adopt revisions to their ordinance from time to time without worrying about PM AM’s ability to incorporate these changes.

Based on this customizable rule-based solution, FAMS adopts the billing criterion and all associated fees including false alarms charges on a one-year permit period that are billable based on the location type (residential, commercial, exempt) false alarm count, and the total fine for each location.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - II. Billing – c” of by the City.

FAMS tracks the false alarm data, alarm activations and maintains the complete account history in real-time. FAMS is designed to receive a data set on a daily basis from the City’s CAD/RMS system identifying all alarm calls including the false alarms (along with accompanying final disposition codes) for the previous calendar date. FAMS maintains the incident count (true and false) for each location and provides the ability to track alarms not reported by the alarm monitoring companies.

PM AM has created a utility that interfaces with many CAD platform, enabling the automatic extraction and transfer of necessary alarm incident data from the City's CAD system to PM AM's FAMS every day. This process does not require any intervention from City staff. Several agencies, including those in Richland Hills, Abilene, and Montgomery County in Texas, are already using this interface.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - II. Billing – a” of by the City.

Notifications and invoices are sent to the citizens to inform them of any violations of the alarm ordinance on a frequency specified by the City. The invoices provide historic false alarm details PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 28 and fines so the recipient is able to cross reference the invoice with the City’s municipal code requirements.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - II. Billing – b” of by the City.

This provides your citizens the confidence in the alarm program and they pay their invoices on time. Invoices are sent with the following information:
• Account number, Invoice number and Invoice date
• New incidents for false alarm. All incidents are verified by FAMS business rules that are initially set and tested in accordance with the ordinance • Time, date, type, sequence number, and response fee for each new incident including “Waived calls”
• Amounts paid, adjustments
• Amount of previously unpaid or delinquent response fees outstanding • Procedure to appeal a response fee
• History of incidents etc.

The FAMS billing process is robust and well defined, resulting in accurate billing. FAMS meets billing objectives by using several reports to check the accuracy of the billing to ensure bills are correct and received in a timely manner.

All correspondence including invoices, delinquent notices, email notifications, permit applications etc. that are sent to the citizens are customized and provided to the City officials for their approval. All invoices are printed on City color letterhead with logo and mailed in City logo envelopes. All stationary expenses are paid by PM AM.

All correspondences identify PM AM’s payment receiving address along with the toll-free number to assist your citizens and businesses to address any questions related to the administration or billing of the alarm program. All invoice formats for false alarms, penalties etc. provide a remittance stub to be sent along with the payments. All payments are posted within 24 hours.

PM AM invoices those customers whose checks were returned by the bank for insufficient funds.

PM AM staff creates the additional NSF invoice and sends this new invoice along with all previous outstanding charges to the permit holder.

FAMS will continue to utilize the City’s ordinance business rules including but not limited to invoicing registered as well as unregistered locations, notifying citizens of every false alarm occurrence or when they are close to exceeding false alarm limits, notifying citizens delinquent by 30 days and 60 days along with the verbiage informing them of enforcement action, notifying the City regarding locations being placed or removed from no-response etc. Similar rules are already incorporated into the FAMS system for other municipalities. Additionally, FAMS can track organizations that have filed for Chapter 11 status; business rules within FAMS prevent billing these organizations.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 29 This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - I. Online Permit Tracking – b, c & d” of by the City.

INTERFACES
CAD Interface
PM AM interfaces with many leading “industry-standard” Computer Aided Dispatch (CAD) systems.

PM AM will establish Data Exchange Communications for the City of Brea’s CAD to accomplish two primary goals during the start of the program, or at any time during the contract period:
• Export alarm incidents from the City’s CAD system when installation is complete into FAMS database at a City-determined frequency, daily or weekly. • Transfer alarm permit data to the City’s CAD, allowing Emergency Communications (911) dispatchers to view permit status, emergency contacts, site condition, and other relevant information of the permit, as required by City. This data transfer will happen at a frequency determined by the City.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 30 PM AM has accomplished the data exchange with CAD vendor’s cooperation and without CAD vendor’s active participation where cities directed PM AM to do so. Out of 100+ clients that PM AM serves, in only 5% of these programs the CAD vendor provided the interface. In the other 95% of the programs PM AM built the data exchange routine on its own with City IT input.

If required, PM AM will make modifications to its secure Application Programming Interface (API) to accomplish this integration by Coordinating with the City’s IT team.

PM AM will provide the FAMS Interface for free for the bi-directional interface with the City of Brea’s Computer Aided Dispatch (CAD) system, but any cost payable to the CAD company would be the responsibility of the City of Brea.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - IV. Interface with Computer-Aided Dispatch Intermediary Server – a, b, c, d & e” of by the City.

HEARING AND APPEALS SUPPORT
PM AM offers its FAMS managed service as a complete 100% web-based solution to store, update and maintain all documentation required for appeal hearings.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 31 FAMS has an intuitive appeals function that contains all the requisite information for a hearing officer to make a decision from the office or while using a mobile device.

Citizens receiving an invoice for false alarm fees may choose to contest their false alarms through the alarm hearing.

PM AM is happy to share the following approaches to handle the appeal hearing and shall work with the City in development of the appeal process consistent with the City’s ordinance.

In Person Hearings
When a citizen elects the option to have an in-person hearing, the invoice will direct him or her to call FAMS Customer Support, or fill out a form and submit it by mail to schedule the hearing.

Alternatively, in cases where the permit may have been revoked due to excessive false alarms, a revocation notice is mailed to the citizen along with the instructions to request an appeal hearing.

The FAMS solution provides a function for scheduling appeal hearings that allows the City to schedule the requested hearing in the time slots that the hearing officer has notified FAMS that he or she is available.

In the event that all the available time slots are taken, the City designee will enter the appeal request into a queue that will be called to schedule as soon as a new time slot becomes available.

Hence, all appeal requests are handled in the order received. The hearing officer is provided with the complete account history enabling him/her to make the decision in an efficient manner.

Alternative Process for Appeals by Mail
When a citizen elects to appeal by mail, the CSR who takes the information by phone or by mail will submit the appeal request with all the relevant permit account details for the hearing officer to review at his or her convenience.

In the case of both in-person hearings and appeals by mail, the hearing officer can enter the appeal decision and any corresponding notes into the FAMS solution. Once this information has been provided, a FAMS CSR will generate a notice to the contestant providing the details of the appeal decision that was made and make any accounting adjustments like waiving a fine or creating a new invoice for an existing fine to the citizen’s account.

Appeals - Hearings, as
simple as holdiing them
from your local Starbucks.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 32 This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - III. Collections – f” of by the City.

COLLECTIONS
PM AM has evolved to be the industry leading service provider, realizing the highest collection rates for our partner cities.

The FAMS accounts receivable solution is a complete integrated solution which maintains all invoices, payment details, statements, and financial accounting details and is available to the City officials on a real time basis. Additionally, PM AM provides a monthly financial report including but not limited to invoices, payments, adjustments, refunds etc.

FAMS has proven proprietary integrated billing and accounting software that guarantees accurate accounting. This solution is feature rich with multiple choices to empower you by PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 33 presenting accurate information in the most flexible way to support your day-to-day needs, analysis, and decision support.

City officials are provided with online real-time access, this enables them to make the decisions with zero downtime and with no dependence on PM AM’s staff.

Collection of Funds
PM AM will provide a nearby program mailing address where Citizens can submit payments related to registration, violation, miscellaneous charges.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - III. Collections – b” of by the City.

PM AM collects all payments and correspondence mail daily from this remittance address. We then scan all collected mail into the OPEX System. Once scanning is completed, our proprietary process identifies the associated permit and its invoice using the scanned remittance slip and automatically applies to most payments. Subsequently, our payment processing team addresses all remaining exceptions, applying them to the permits to ensure that accounts are reconciled on a daily, weekly, and monthly basis. All fees collected through the alarm program are deposited into the City’s dedicated bank account, which PM AM owns. Funds are dispersed to the City after monthly reconciliation, based on a percentage of the revenues collected, as per the agreed-upon contract.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - II. Billing – g & III. Collections – g” of by the City.

Citizens can pay by sending their payments through USPS mail or pay online. They will also have an option to visit the City and pay for their outstanding invoices. The City will have the option of forwarding all these payments in an envelope to this dedicated remittance address. Alternatively, the City can deposit these payments into the City’s bank account and enter the payment information into FAMS from the convenience of their office. FAMS will track all the payments received in the City and provide the summary and transaction details in the monthly financial report.

PM AM at its own expense, regularly performs an audit of its financial controls, data security and alarm management services through an independently- certified firm and shall be delighted to share its latest SSAE- 16 SOC I report, as needed by the City.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - III. Collections – h” of by the City.

Secured Payment Processing Gateway
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 34 PM AM has integrated necessary payment gateways to support ACH, debit, and credit card transactions online, imposing a minimal convenience charge of $3.00 for each transaction. This integration guarantees that payments are processed successfully at the same time, and no information regarding the credit card is kept in FAMS. This process results in no liability on the part of PM AM or the City. Since FAMS captures all the information in real time, accounts are reconciled on an ongoing basis.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - VI. Data Security and Reliability – g” of by the City.

PM AM partners with Authorize.Net and EVO Merchant Services as a payment gateway hosted software application on PM AM’s server which authorizes credit card payments between the selfservice website and each credit card processor. Information such as credit card numbers, amount, and customer name are encrypted and passed to the credit card processor, who then processes the payment through the Visa/MasterCard network. All payments are made in compliance with PCI.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - II. Billing – e, f & III. Collections – a” of by the City.

Collections Processing
The processing of all funds associated within the FAMS environment is thorough and complete.

The FAMS collections system includes the ability to:
• Input cash receipts indicating which charges/fees to apply payment; • Apply partial payments;
• Process payments the same day
• Process and record returned checks;
• Accept credit card payments transactions online and via phone; • Accept bank routing information for online e-payment transactions.

Adjustments
FAMS allows adjustments that the City officials may deem necessary on the invoices that were sent out. An example of this is an alarm that was disposed as false and later it was determined to be true but the information of the alarm being true was not communicated to PM AM. In such events FAMS allows a functionality to enter the true alarm for a prior date. This aids in the documentation for any adjustments/cancellations that are requested by the City.

Refunds
Alarm Companies/citizens at times may send overpayments, PM AM has a transparent process through which all refund requests go through two levels of authorization and are submitted to PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 35 the City for taking the appropriate action. Once payments are received from the City, PM AM will remit a refund check to the individual/business accounts and or alarm companies.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - V. Customer Service – f & g” of by the City.

Meeting Collection Goals
PM AM’s ability to meet up to 90%+ collections goal is based on utilizing FAMS collection processes as outlined in this section and supported by the other program process areas. FAMS uses scientific processes and payment trend analysis to identify which outstanding collections require attention. Additionally, PM AM’s ability to deliver superior service from its Customer Care Center will create a great customer experience for the City’s citizens. PM AM has utilized these processes to deliver the highest collection percentages possible with current partners including the City.

Collection Business Processes | Workflow
PM AM collection efforts are based on a scientific process by utilizing trend analysis. These trend analyses give collection specialists detailed knowledge to setup and execute debtor callback patterns using a scientific process that generates a call list.

PM AM utilizes these customized trend analysis reports as part of their collection efforts. This exclusive list that is unique for each city does magic in collection efforts that are fast, and consistent resulting in sky rocketing collection rates. This way PM AM deploys the most effective collection process that is most suitable for each of its partner cities. PM AM has come to understand that every City/County is unique and has mastered the science of managing the collection processes.

PM AM’s also provides information of alarm holders where false alarm service fees are delinquent which allows City to make collection efforts.

PM AM has set up an effective workflow for collection services. However, if the City of Brea opt for a third-party collection agency, PM AM is open to integrating data exchange and collaborating with the third-party agency without additional charges. Any collections made by a third-party agency is supported by PM AM, however any revenue realized through their efforts shall be communicated to PM AM and PM AM’s revenue share shall be paid as stated above from such realized revenue.

PM AM’s fully integrated approach also allows it to partner and integrate with any debt collection service chosen by the City.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 36 This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - III. Collections – c & d” of by the City.

Return Mail and Collections Through Skip Tracing
PM AM employs proactive and reactive skip tracing processes to process return mail and track alarm users to clear outstanding balances in a timely fashion by tracking their contact information changes. Our most effective skip tracing process is a proprietary database that is number one in the nation and is routinely used by law enforcement agencies as well. This service comes at a high cost, but PM AM invests in such services and tools to ensure our leadership in the industry.

We also use the following methods for skip tracing:

Forwarding Addresses
PM AM has identified processes and software that is updated every 10 days by USPS and provides forwarding address information to PM AM. This enables PM AM to track and reach out to debtors and forward outstanding invoice information to the correct addresses.

Integration With City’s Water/Utilities Database
PM AM has developed processes to integrate perform skip tracing through various cities water/utilities database and provides citizen’s updated address and phone number. Such processes provide the most up to date and accurate information. PM AM utilizes this information to engage with citizens who have moved to a new address in the City but have not paid the outstanding charges.

Other Skip Tracing Methods
PM AM has also developed processes to perform skip tracing utilizing several other informational databases. These databases include:

Online Criss-Cross Directories
Google
Contacting the alarm customer
Yellow Pages
The depth and breadth of PM AM skip tracing abilities ensures our Customer Service Specialists have the processes to track down missing persons for billing and collections.

Increased City Alarm Program Margins
PM AM has constantly been innovating processes and looking at modern solutions that are required to fulfill the large mail processing requirements that a partner City brings. PM AM’s relationship with industry leader, Pitney Bowes is almost a decade old. During this period, both PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 37 sides have collaborated to create unique processes that fulfill the current demand of accuracy and speed with which large volumes of postal mail needs to be sent out every month.

PM AM utilizes the current mailing technologies that qualify its mail for bulk mail discounts, this will deliver additional cost savings to the City.

Undeliverable Mail
USPS national studies suggest that 17 percent of consumers and almost 20 percent of businesses move every year and the cost of handling “Undeliverable as Addressed” (UAA) mail is estimated at $2 billion annually. Advanced technology solutions are now available that constantly update the most current address information into the United States Postal Service database. In the absence of such solutions, US consumers stand to lose billions of dollars.

PM AM estimates that the 17% inaccurate mailings could cost the City a substantial amount of the false alarm revenue. This otherwise unrecoverable revenue is easily collected by PM AM as we use processes for eliminating mailing errors for our partner cities and counties include using the forwarding information for alarm holders to reduce incorrect addresses, wasted mailings and utilizing latest industry leading solutions to obtain updated and current address information prior to mailing, in real time over the Internet, available 24 x 7. This service is available to PM AM through its business partners.

Integrated Document Printing
The partnership with Pitney Bowes has brought many best practices to PM AM and its customers.

One such benefit is Integrated Document Printing. This innovation provides PM AM and its customers an assured solution where documents of any length are customized during the implementation phase for invoices, and other citizen outreach purposes without ever worrying if the mail pieces will have any problems of sorting through this complicated document printing process. PM AM sends out accurate mailings that are guaranteed by the time proven processes matured by industry players like, Pitney Bowes over several decades of their research and development in this area and their willingness to co-develop processes with their customers like PM AM.

REPORTING
Reporting and Data Management
FAMS offers more than 100 available reports to the City Alarm administrator and other officials.

Since FAMS is 100% web-based, all system-wide reports used or available to PM AM staff are also available and accessible by the City’s staff via a web-browser.

These reports are in always available mode and the City has access to these reports 24 x 7. These reports present correct and accurate information with 100% visibility to the City officials on real PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 38 time basis. The majority of the reports have an option to export the results in PDF or Microsoft Excel formats. Several reports can be set up standard or ad-hoc with multiple variable parameters, date ranges and status of an account, etc.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - VII. Reporting – e & h.” of by the City.

These reports are available to the City at no additional cost. This unique, transparent, detailed, and extensive reporting capability of FAMS allows PM AM to provide all records and statements required for audit purposes and submit to regular independently certified audits or special audit of controls, services and billing as may be needed by the City.

This reporting capabilities also allows PM AM to provide a cooperative proactive approach for the regular reviews by the City including the topics like quality, customer service approach, business issues, problem solving and future planning on an ongoing basis. These reviews and meetings can be conducted in person or via teleconferences etc.

Among all reports, we have listed a few reports which will provide detailed insight on FAMS reporting capability to the City:
• Ability to search accounts by multiple search criteria. • Listing of alarm users by number, name, address, or alarm company. • Outstanding bills with aging of past due balances 30 days, 60 days etc. • Revenue receipt report including adjustments, refunds, returned checks etc. per day or by specific dates.
• Full alarm history per alarm user (including appeal history); • False alarm rates by alarm owner;
• Top offenders list with ability to break down by hours, days, months, etc.; • List of all non-response or suspended accounts with account information; • List of accounts by status;
• Other reports as requested by the Alarm Administrator.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - III. Collections – e, V. Customer Service – c & VII. Reporting - a” of by the City.

Following are screenshots of few sample reports:

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 39 Account Receivable Aging Summary Report
Ledger Report
Payment Received Report
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 40 Monthly Reconciliation Statement Report
Additionally PM AM have developed an option which can be used by City User to create ad-hoc (custom) reports where the custom report template can be saved and re-generated whenever it is required.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - VII. Reporting - c” of by the City.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 41 Custom Report
This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - VII. Reporting - g” of by the City.

City officials will have access to the "Permit Analysis" feature, providing them with precise and accurate data in real-time. This includes comprehensive details and history of permits with audit trail of all system transactions, detailing every action taken, invoices, payments as well as all forms of communication with customers, such as text messages, traditional mail, and emails.

Additionally, this feature offers visibility into all correspondence related to the City's alarm program, including images of mailed items like permit applications, checks or appeal documents sent to the designated P.O. Box.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 42 Permit Analysis
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 43 This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - VII. Reporting – d & VII. Reporting - b” of by the City.

Dashboards and Analytics Reports
FAMS is the pioneer alarm management solution that provides City decision makers with secure, online, real-time statistical dashboards and analytic reports. City officials can monitor false alarms, billing, and collections information instantly at any time.

Additionally, PM AM had the vision in 2003 to utilize “Drillable Reports”. Data points on dashboards and reports incorporate a drill-down technique from the FAMS user interface to access unit level data.

CUSTOMER SERVICE
Citizen Self- Service Web Portal
PM AM’s FAMS offers a safe and reliable self-service web portal that has been customized for the City’s citizens to complete online payments, learn about issues related to false alarms and its education, complete alarm awareness online class etc. It is critical to give citizens a self-service portal with 24 hour, 7 days a week availability. We recognize technically savvy citizens are more likely to complete a web-based, self-enrollment rather than using mail-in or call center options.

This self-service web portal will be accessible by a link on the City’s website.

The City citizen web portal will accomplish the following processes and objectives:

Alarm & Billing History
Citizens can log into FAMS™ secured area to check all historical False Alarms history, unpaid bills, and contact information. Citizens can access such information at no additional cost or fee. Most importantly, citizens are able to update their contact information online.

This will enable first responders to have the most accurate data for each alarm location.

Bill Payment
Citizens will routinely pay bills from the comfort of their home using FAMS™ easy-to-use, no-hassle, reliable, and proven citizen portal.

FAMS™ citizen portal is secured through 256-bit encryption and is PCI compliant.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 44

Citizen Education & Awareness
Citizens can review the educational content focused on reduction of false alarms and also undergo the false alarm prevention class.

Citizens with limited access to the internet/knowledge to internet will be able to receive the educational material via USPS. They can also review information related to the State’s Alarm Statute like fine schedule, police response, appeal process etc.

Email Notifications
Citizens receive email notifications for new permit/registration applications are submitted and they also receive email notification for outstanding bills, payment confirmations etc.

Citizens can also opt-in to receive email notifications on false alarms educational material as well as tips to reduce false alarms.

For sending email notification by default PM AM’s FAMS™ utilizes its own email system, PM AM’s implementation team will work with City of Brea’s IT team to get requited credentials to send emails from City’s email system.

Permit holders also have the option of paying by USPS mail as well as through walk-in at the City Cashier's desk. PM AM is committed to providing all methods of payment including payment by phone. Payments made through USPS are sent to a financial institution chosen by the City.

PM AM is the pioneer in that we provide an unmatched user experience in each of our Tow’s custom-designed citizen portals. Immediately upon logging on to the City website, your citizen is guided through the false alarm payment with a video guide. Through video demonstrations, citizens can quickly learn and conduct any business that they choose including view ordinances, review and pay outstanding bills, change contact details, and view their account and false alarm history. PM AM launched this initiative eight years back and was the first in the False Alarm Management industry to create such a unique citizen experience. Since that time, this module has been somewhat copied and reproduced.

PM AM’s implementation team uses creative designs to make each portal unique for each partner city or county and in line with the same theme, look and feel as the City’s website. The web portal is encrypted and secure to ensure safety for its users and information submitted and is accessed through a link at the City’s website. All payments are processed in compliance with PCI.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - V. Customer Service – a & VI. Data Security and Reliability - e” of by the City.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 45 Security Companies Self Service Web Portal
Alarm security companies can always be engaged through a cumbersome process by phone; however, PM AM has invested significant research on the City’s need to engage alarm companies through a self-service web portal.
• Compliance – Alarm security companies can check their customer list to determine if all of their customers are compliant with the City ordinance. This way, alarm companies can ensure that alarm permits are acquired by existing and new alarm holders. • Identifying Non-Compliance – PM AM also requests alarm security companies to upload their customer lists to this portal, so FAMS can identify non-compliance and ask alarm companies to make their customers compliance through the permitting process also available in the self-service web portal.
• Reduction of False Alarms – PM AM will provide security companies with a list of the City’s high alarm violators and ask for assurances that their systems are operating correctly.

Identifying systems operating outside of tolerances can significantly reduce false alarm calls. • Self-service Capability – The self-service portal has several reports so the alarm security companies can check their customer’s list.

PM AM maintains comprehensive information about the alarm companies.

The Security Company portal is a significant effort that PM AM has undertaken to ensure that security companies and their customers comply with the applicable alarm laws. The results show that this effort has helped reduce noncompliance and false alarms by using security company resources.

Corporate Portal for Multiple Accounts
FAMS has an integrated portal that allows business entities with multiple locations to access all of their account information in one place. The portal enables them to view alarm history and outstanding invoices for multiple locations on a single screen, batch pay invoices and update information. This FAMS portal provides a complete solution for businesses that utilize a central accounts payable department. With cross-reference capabilities, the accounts payable team can link all of their locations under one login, allowing them to view and pay any current or new invoices in an easy and convenient way.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 46 Mobile Strategy
PM AM is the only service provider in the marketplace which provides the citizen web-portal accessibility through mobile applications for iOS and Android devices. Currently the FAMS apps for iOS and Android enable users to log into the Citizen portal to read the City’s False Alarm Ordinance, make payments, view and update
their account information for alarm user, billing,
and on-site emergency contacts. Citizens can
receive push notifications for false alarm
incidents, invoices, past due bills etc. They can
also access a variety of educational materials to
help them prevent future false alarms.

Customer Service Center
The City has been provided with a unique toll-free calling number for its citizens to contact the service center located in United States. PM AM utilizes a cloud-based dialer. The dialer allows the service center to route calls to the dedicated Customer Care Specialist team members in all or any of our 3 calling centers within the United States and integrate all call information with FAMS customer and alarm information.

Our customer service approach ensures the citizens of the City have quick, courteous, timely and easy access to a variety of support tools that will allow them to easily apply for a permit, obtain account information, understand the City’s ordinance and receive immediate assistance from multiple customer care representatives for questions related to permits, billing, payments and the alarm ordinance through a dedicated toll free number during normal business hours including 8:00 am to 5:00 pm PST. PM AM Customer Support Group provides services in English, Spanish and also offers translation services in 175+ different languages.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - II. Billing – d” of by the City.

PM AM’s Support Center in Dallas, Texas has professional representatives on staff, uses best practice processes, and is built with the most advanced call center technology to provide a superior service offering to our partner cities. All customer service processes and documents will be based in the PM AM offices in Dallas, TX. PM AM also has other center in Houston, TX that may also provide services if required.

Easily make payments on
mobile devices…
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 47 PM AM Corporation is an equal opportunity employer. As such it is our policy not to discriminate on any basis prohibited by law including race, sex, age, religion, national origin, disability, marital status or veteran status. It is our intent and desire that equal employment practices apply to all terms and conditions of employment at the PM AM Corporation. The CEO of PM AM Corporation and all managerial personnel are committed to this policy and its enforcement.

PM AM Corporation does not tolerate the presence of illegal drugs or the illegal use of legal drugs in our workplace. The use, possession, distribution, or sale of controlled substances such as drugs or alcohol or being under the influence of such controlled substances is strictly prohibited while on duty, while on PM AM Corporation’s premises or worksites, or while operating PM AM Corporation’s equipment or vehicles. PM AM conducts drug tests during the employment process and all employees provide their consent to be sent for drug tests at any time during their employment with PM AM.

Our Customer Care Representatives shall respond to all questions and issues from alarm users. It has been the experience of PM AM that the trained customer service representatives are able to resolve more than 95 percent of issues in a single call, outside of appeals process where the decision may come from City Officials.

Citizen Service Representative Team
PM AM has a citizen service team made up of Customer Care Specialists and Customer Care Representatives.

The alarm administration team includes specific roles and specialists:
• Alarm Matching Specialist
• Billing and Payment Specialist
• Customer Care Specialist
• Document Specialist
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 48 Utilizing FAMS to Create a Superior Customer Experience Customer Care Specialists are able to access all permit information in a single FAMS customer service view. This view allows Customer Care Specialists the ability to instantly access all invoices, alarm incidents, receivables, and collections data, which empowers them to have very meaningful dialogue instantly with each customer.

For example, Customer Care Specialists can access customer invoices as they were issued. This enables Customer Care Specialists to speak in confidence knowing they are discussing the exact documentation each citizen has received. If the citizen requires invoices to be resent to them, PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 49 Customer Care Specialists can immediately resend invoices by email or fax so that customers can receive them in near real time.
• Emails are instantly sent by FAMS’s integrated email engine • Faxes are instantly sent by FAMS’s integrated fax service Customer Care Call Center
PM AM maintains high standards for each Customer Care Specialist. Our proprietary web-based call center application program monitors all interactions between citizens and our Customer Care Specialist. The Call Log records each call made or received by our Customer Care Specialists. This includes the telephone number, the duration of the call and the date and time the calls were made.

PM AM has a state-of-the-art phone predictive dialer that is capable of handling voice and data seamlessly. This feature helps create a positive experience for the callers, and also educates callers on alarm reduction efforts while they are on hold.

PM AM works with a single goal of “Single call resolution” to be 90%+.

Having a Same Day Call Back Policy in place for any voice messages ensures a high level of customer service is achieved.

Customer service metrics are available to supervisors in real-time. Customer Care supervisors are able to listen into live service calls and provide meaningful input if required, to ensure the customer service team is providing superior customer service. Our supervisors spend considerable time monitoring conversations to confirm quality citizen service is being provided by the customer care department. Supervisors are mandated to undertake Call Quality Audits on a regular basis, and document the quality in a predefined questionnaire. These audits are reviewed and become the basis for conducting coaching and training sessions to continually improve each Customer Care Specialist’s performance.

The City will benefit from our cloud-based solution and also from happy and satisfied citizens who call our customer service representatives. PM AM utilizes call center best practices in order to have the majority of calls resolved during the first interaction.

All calls are recorded and available for later review. In the rare case of a customer complaint, PM AM is able to review the call recording for full knowledge of the interaction, and take any necessary action to resolve the issue. This practice has been very helpful for the partner cities and PM AM to mutually look at any feedback provided by the citizen about the false alarm management services.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - VII. Reporting - f” of by the City.

The following chart contains the highlights of our service guidelines.

Courtesy and Professionalism Standards
• Remember the difference between customer service and citizen service. You are representing the City and the person you are calling expects their government to be very responsive.
• Answer the phone pleasantly and maintain a pleasant demeanor while on the phone. • Be sincere at all times. People will sense insincerity on the phone even though they cannot see your facial expressions or other non-verbal communication clues such as hand gestures, head nods and body posture.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 51 • Know the ordinance and all information regarding its compliance. • Return all phone calls within the same day.
• Keep remarks of the contacts you make in the FAMS notes section. These notes are crucial for future contact of when city officials wish to check on an alarm user citizen account. Note dates for follow-up.
• Listen and respond to the person on the other end of the line. When you focus on them rather than on what you are going to say next, the phone call becomes much more conversational.
• Know what you want to say before making an important call. • Do not do things such as open mail, do paperwork while on the phone. The person you are talking with will know you are distracted.
• Meeting weekly goals requires setting and meeting daily goals. Record you progress on a daily basis.
• Always use introductory or follow-up letters, FAMS informational fliers or other educational materials to further the goal of alarm reduction. • Focus to resolve calls in a timely fashion with politeness. If it becomes evident that the person is not the one needed to resolve the issue. Obtain the correct information and then contact that person.
• Before disconnecting the call, one should recap the reason for the call, the resolution provided and that the expectation has been met and the caller is satisfied.

Customer Messaging Standards
• Clearly identify yourself, the nature of the call and what action is required of the alarm user.
• Provide a call back telephone number.
• Speak with confidence and authority.
• When you connect with a secretary or an assistant to the person responsible for payments, ask about a convenient time that might be best to call back. • When finding it difficult to get business alarm users, try to call early in the morning or later in the evening when more time may be available.

This fulfill the requirements as stated in “EXHIBIT A - Scope of Services and Specifications Requirements - Scope of Work - V. Customer Service – b” of by the City.

PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 53

Documents and communication content finalized in this phase will include:
• Citizen communication plan
• Security company communication plan
• Alarm permit layout finalization
• Invoice layout finalization
• Citizen outreach for noncompliance (people operating alarms with a valid permit) • Citizen self-service portal website content
• Security company self-service website content
• Customer Care center call greetings and IVR scripts
• Email content sent to citizens for false alarm reduction • Voice mail message content delivered by auto dialer
Public Relations
The PM AM outreach team will create a comprehensive marketing and public relations plan in conjunction with City staff to publicize the alarm ordinance program to the City residents and businesses through various processes. The plan will include the following elements:
• Public announcements in community newspapers
• Water bill inserts
• Finalize content for the animated, multi-media education CD • Content of the False Alarm Reduction Academy
• Newsletter updates and website content
PM AM Response to RFP No. 2024.07.09.01 for City of Brea, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 54 Water Bill Insert
All alarm users in City of Brea are required to register their alarms with the City and operate their alarms in an efficient manner.