infosend
An Innovative
infosend
Outsourcing Partner 4240
Anaheim, CA | Ft. Worth, TX | Downers Grove, IL | Ft. Myers, FL | Haverhill, MA InfoSend, Inc. Response to:
City of Garden Grove
Request for Proposal
RFP No. S-1386
Provide Data Processing, Printing, Mailing and Inserting Services Due: February 9, 2026
Time: 9:00 AM PT
Provided By: Kelly Law Glen Everroad
Territory Sales Manager Government Solutions
O: 800.955.9330 × 242 O: 800.955.9330 x 241
M: 949.566.3891 M: 949.874.4786
[email protected] [email protected]
800.955.9330 | infosend.com
Table of Contents
Cover Letter
Qualification of Contractor 5
Quality of References 5
Related Experience & Past Performance 5
Experience with other Utility Agencies 6
Employee Experience and Qualifications 8
Knowledge and Technical Competence 13
Project Approach and Work Plan _13
Ability to Understand and Meet the Needs of the SOW/City Other Qualifications/Criteria as Deemed Appropriate _13 Other Qualifications/Criteria as Deemed Appropriate _13 Attachment A - Scope of Services _ 14
Statement Design 15
Daily Processing 20
Archive and Mail 36
Reporting 41
Security 43
Paper Supplies 46
Customer Support and Disaster Recovery 50
Proposal Letter 60
Bidder/Contractor Statement 62
Statement of Compliance 63
Non-Collusion Statement 65
Designation of Sub-Contractors Form 66
Attachment B - Proposal Pricing Form 67
Appendix A - References 75
Additional Information/Considerations _78
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 12 Provide Data Processing, Printing, Mailing and Inserting Services Cover Letter
February 9, 2026
City of Garden Grove
SANDRA SEGAWA, PURCHASING DIVISION MANAGER
CITY OF GARDEN GROVE
11222 ACACIA PARKWAY
GARDEN GROVE, CALIFORNIA 92840
Request for Proposal - RFP No. S-1386 - Provide Data Processing, Printing, Mailing and Inserting Services To the Review Team:
InfoSend, Inc. has proudly served as the City of Garden Grove's vendor for data processing, printing, mailing and inserting services since July of 2014. We are pleased to present this response to the above referenced Request for Proposals and hope that we can leverage continue to serve the City of Garden Grove and its residents.
InfoSend, Inc., founded in 1996, is a privately held California corporation with a mission to provide the best possible Customer Communications Management (CCM) platform while still maintaining a client-focused company culture. Now delivering more than 300 million print and electronic documents annually across multiple channels, InfoSend proudly maintains an industry best client retention and satisfaction rate. InfoSend has never accepted investment from Private Equity or Venture Capital firms. The company was founded with capital provided by its CEO, and all growth since has been funded through bank financing and reinvested profits. This consistent ownership structure has given our clients a uniquely stable, long-term partner.
For more than 30 years, our focus has been delivering high-quality service and support that foster enduring client relationships. While many competitors pursue rapid market share by pricing services at or near cost—only to later sell to investment firms—InfoSend has taken a different path. We offer competitive yet sustainable pricing, ensuring quality service, minimal risk of ownership change, and protection from the service declines that often follow cost-cutting by new owners.
InfoSend provides a comprehensive outsourced bill printing, mailing, and eBilling/payments setup to over 900 clients nationwide. InfoSend's team is confident that our offering and benefits presented herein will continue to provide the City of Garden Grove and its customers with the greatest value in the market today. InfoSend meets or exceeds the requirements specified in the scope of work. InfoSend has five production facilities strategically positioned across the country. We propose to continue providing print and mail services for the City of Garden Grove from our Anaheim, California facility (12 miles away) ensuring the fastest possible USPS mail delivery times and without the use of subcontractors for any portion of the production, including disaster recovery.
Key Advantages of InfoSend
• Company culture priorities client satisfaction, leading to industry best client retention and satisfaction rate. • Avoids implementation costs and risks - currently implemented with over 11 years' experience processing the City's files. • Over 230 employees across multiple states, with high employee retention ensuring clients are handled with consistent knowledge and care.
• Wholly owned and operated out of 5 regional production facilities. We never use subcontractors to sub excess printing volume out to other vendors.
• Modern Electronic Billing, Payment and Presentment platform, with PCI-Level 1 certification, IVR and SMS. • Specializes in supporting more than 700 utility clients nationwide, out of our 900+ clients. • InfoSend is CIS agnostic and has interfaced with more than 50 different CIS platforms.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 13 Provide Data Processing, Printing, Mailing and Inserting Services • 30+ years of expertise working with the USPS, guaranteeing the lowest cost presort and most efficient setup, never marking up postage from USPS rates.
• Excellent account management tools and personnel with continued attention to cost savings. • No need to order preprinted stock, due to our full color duplex variable printing capabilities and customer targeted messaging. • We manufacture our own #10 outgoing and #9 return envelopes. • Capacity to handle both high-volume and low-volume, specialized print and mailing requests with fast turn-around times. • PCI DSS Level 1 Compliant and SOC 2 Type | & |I Audited as well as other regulatory compliance.
Summary
The Infosend solution is a complete, proven technology practice that includes print/finish/mail services, and an enhanced print and delivery process. InfoSend provides unparalleled technical support, based on our proven experience and significant investment in staff and R&D roadmap. We believe that efficiencies can be improved by introducing new thoughts and ideas. We are proud to say that in 30+ years we have never had a public agency client discontinue services with InfoSend due to programming, production, quality, customer service, or operational issues. We think that makes us pretty unique in our industry.
InfoSend's Customer Communications Management (CCM) platform distributes critical documents across multiple channels, including Infosend's own manufacturing environments in Texas, California, Illinois, Florida, and Massachusetts for Data Processing, Printing and Mailing (DPPM). InfoSend's hosted Electronic Billing, Presentment and Payment (EBPP) applications drive the customer remittance process with web, IVR, SMS and Bank BillPay payments. The cloud-based, Software as a Service (SaaS) approach allows InfoSend to refine offerings without client-side installed software or maintenance, as well as providing for flexible integrations to existing systems or vendors.
InfoSend is capable and eager to meet the requirements as laid out in this proposal, leveraging our experience and focus on client satisfaction. Further, the commitment to evolving the services ensures that a continued partnership with InfoSend will assure the City's ability to evolve with the continually changing landscape of consumer communication, interaction, and payments.
Thank you for the opportunity.
Bi Klawr
Russ Rezai Kelly Law Glen Everroad
President Territory Sales Manager Government Solutions
[email protected] [email protected] [email protected] Office: 714.993.2690 × 233 Office: 800.955.9330 x 242 Office: 800.955.9330 × 241 Mobile: 949.566.3891 Mobile: 949.874.4786
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 14 Provide Data Processing, Printing, Mailing and Inserting Services Qualification of Contractor
Quality of References
InfoSend's company culture and business practice prioritizes client satisfaction, leading to an industry-best client retention and satisfaction rate of over 98.5% in 30+ years of business. Kindly refer to Appendix A - References for a sample list of InfoSend references. Additional references from our 700+ utility clients available upon request.
Related Experience & Past Performance
Get to Know InfoSend - A Reliable Partner
InfoSend has provided business process outsourcing services since 1996, handling the processing and distribution of over 300 million critical documents annually for utility billers and private sector throughout the United States. Utilizing the most current technology, InfoSend's Customer Engagement platform offers a single source provider to reach customers with effective and timely interactions. The City trusted outsourcing its utility and business tax document production to Infosend 11+ years ago. Infosend has proudly served the City and the years of experience we have gained in this service provides us with unparalleled insights into the City's business rules. Retaining InfoSend to provide these services going forward eliminates the risk and cost of implementing with unknown provider.
InfoSend's Customer Communications Management (CCM) platform distributes critical documents across multiple channels, including InfoSend's own manufacturing environments in California, Texas, Illinois, Florida and Massachusetts for Data Processing, Printing and Mailing (DPPM). InfoSend's hosted Electronic Billing, Presentment and Payment (EBPP) applications drive the customer remittance process with web, IVR, SMS and Bank BillPay payments. The cloud-based, Software as a Service (SaaS) approach allows InfoSend to refine offerings without client-side installed software or maintenance, as well as providing for flexible integrations to existing systems or vendors.
Integrity is at the core of Infosend, with a goal to retain and provide complete satisfaction for each client. InfoSend has over 230 employees across multiple states, and the company culture has led to high employee retention, affording clients familiarity and quality service. From our internal operations, to how we support our valuable clients, InfoSend's client- focused service has led to an industry-leading client retention and satisfaction rate.
InfoSend vs. Competitors
In a highly competitive industry with a race to provide the lowest cost, InfoSend knows this often leaves billers with a choice of vendors who are looking to take shortcuts with their products, services, and support. InfoSend understands the function we perform is critical to a biller's organization, and we are counted on to perform and be responsive. InfoSend's key differentiation, as our references and track record will show, is a focus on providing exceptional service and support, responding to client requests and needs to ensure the billing process is efficient, issue-free, and evolving to meet the changing landscape of technology and customer behavior.
Founded in 1996, InfoSend's dedication to excellent billing solutions and customer support sets us above others in the print/mail industry, including the following key points:
• Specific Focus: We process data and present bill/statements for larger and smaller volume clients and can certainly scale. Our largest customer is a healthcare client producing over 2,000,000 finished mail pieces per month. However, the vast majority of our clients are municipal utilities comprising over 700 clients across the nation. InfoSend is familiar with your requirements and will work with your team to meet and exceed expectations. • Included Tools and Features: InfoSend's job tracking tools provide complete transparency, enabling our clients to review every step of the billing output process, from sample generation to delivery to the USPS. These robust online tools are provided free of charge.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 15 Provide Data Processing, Printing, Mailing and Inserting Services • Support: Attentive customer support is provided to each client, regardless of issue or size. InfoSend provides clients with a robust Support Ticket tool as well as email and phone contact points to obtain support. We offer unlimited phone support and will only bill clients if a statement of work is issued. InfoSend wants to provide excellent products and offerings to our clients, and a focus has been placed on ensuring we are available and responsive to any questions or issues raised by our clients.
• Over the years, InfoSend's support consistently gets rave reviews from our customers. This has allowed InfoSend to achieve something that makes us unique in our industry. In our 30+ year history, we have never lost a client due to a production, customer service, quality, or operational issue. • Efficiency: InfoSend's Project Management and Client Services teams complete implementation projects on time and on budget (assuming reasonable participation from the client). InfoSend values your time and strives to implement projects as planned. We prioritize every implementation project and ensure our client's deliverables are on time. • Experience: InfoSend currently provides Print & Mailing services for over 900 organizations across the U.S. Our key vertical markets are utilities and healthcare. InfoSend's team of programmers and Client Services personnel bring years of experience, with many successful projects of similar requirements and scope to Huntsville's requirements. • Range of Services: Unlike many of our competitors, InfoSend offers all core services without having to sub-contract to other vendors. Data processing, printing and mailing your statements, ensuring lowest USPS rates, CASS certification, NCOA, insert printing, folding and inserting, mail prep, delivery to the USPS in company trucks, programming and a full suite of services.
InfoSend is a complete solution provider, ensuring we control and maintain high levels of performance, quality, and efficiency- which many other shops aren't capable of providing. Finally, because InfoSend provides a complete solution, we remove coordination risk since there won't be multiple business parties involved to provide support.
Experience with other Utility Agencies
Lessons Learned and Deployed
InfoSend has more than 700 utility clients and has successfully implemented literally hundreds of projects similar in scope to the City of Garden Grove. We have developed a detailed and effective project management process which can be applied to most clients across industries, which is also adaptable and flexible to meet the unique needs of our clients.
Lessons learned from successful and challenging project include:
• Understand the client's broader project scope to develop a responsive, adaptive strategy for our work. • Allow extra time for stakeholder feedback and coordinate client-side resources for smooth communication and approvals.
Alternatively expose additional resources for urgent go-live. • Extra time is needed in design and requirements phases when factors like software changes, stakeholder shifts, or scope creep arise. Identifying concerns early helps manage onboarding risks.
Case Study #1 - A Regulated California Water Utility
The client required two implementation projects with InfoSend due to a lengthy CIS transition from a legacy system to Oracle CC&B. Initially, InfoSend performed a raw data implementation programming to the client's legacy CIS system specifications. The raw data implementation was completed in order to help client transition from its in-house setup to InfoSend's outsourced solution. Additionally, the decision to implement the raw data from the client's legacy system was made in order to provide client with immediate continuity of business (Disaster Recovery) operations. Under the client's legacy in-house setup, the client had no Disaster Recovery protection against outages or equipment failures.
Once the client had fully implemented its Oracle CC&B system, InfoSend kicked off the second implementation project with this client. This new implementation involved the client exporting PDF statements from its CC&B program for Express PDF (xPDF) InfoSend processing. Using xPDF, the client remains in control of its statement layout and design, with InfoSend managing document messaging, custom inserting parameters, statement batching (householding), and USPS presorting to the lowest available rates. InfoSend retains the ability to perform custom selective inserting/messaging by targeting XML parameters within the client's CC&B outputs. For instance, InfoSend has the capability of including a custom insert InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 | 6 Provide Data Processing, Printing, Mailing and Inserting Services for a certain cost center type based on the XML tag data that is included in CC&B's PDF outputs. The client retains control of its PDF document layouts and can make changes to PDF templates without needing to defer to InfoSend's IT resources for updates. Client has been a valuable InfoSend client and has also used InfoSend's insert printing and one-time mailing offerings for other customer communications.
Case Study #2 - A Corporation that Manages Regulated Utilities Implementation projects for the client required some unique set-up features. At the beginning of the project, it was expected that InfoSend would use the client's current materials including custom preprinted forms, process data without manipulation, and take over their mailing application in order to streamline their business. From there, InfoSend transitioned the client to a modern printing setup, utilizing our data processing, printing, and mailing platform and technology. One feature InfoSend implemented to meet the client's needs was dividing jobs up by location and mailing statements from whichever InfoSend facility was closest in proximity to their customers. While the client, for example, may only send one file, Infosend is able to separate statements from within that file by location and send them automatically to the appropriate InfoSend facility for the most efficient mailing turnaround.
In addition to statements, InfoSend also prints customer-specific letters and notices. InfoSend created a dynamic insert process that allows client to request as many inserts as their approximately 175,000 customers across the nation may require. Just as Infosend is able to divide a job by location, the client can electronically insert a specific document for a specific region of customers. Printing inserts inline with one of the job types mentioned not only saves time but reduces material cost as well. To ensure a smooth implementation, InfoSend focused on gathering requirements at an early stage and held weekly calls to both check for updates from the client, and ensure each party was informed of the implementation status.
Case Study #3 - A Public Utility
This client processes over 100,000 mail pieces per month which consist of utility bills, exception bills, delinquent notices in English and delinquent notices in Spanish. It was expected of InfoSend to meet the following requirements:
• Same-day mailing of utility bills and notices.
• Exceptions portal for review of bills that require special handling which allows users to modify status of individual bills. • Web portal which allows for the review and reprinting of prior bills printed in the last 6 months, providing a variety of search and sort options.
• Print different messages on bills based upon predetermined criteria, such as class of customer, reading cycle, zip code, and service type.
• Insert different documents in each envelope based upon predetermined criteria such as class, of customer, reading cycle, and service type.
• Print utility bills and notices in multiples languages.
All requirements were fully met and supported. The implementation process involved a technical point of contact, business point of contact and a primary account manager for both parties. In addition to weekly calls to track the progress of the project a progress status report was also used to ensure completion of action items and deadlines.
InfoSend also works with this client on an ongoing basis to provide modifications and improvements to their application with minimal impact to City resources. Among the recent improvements made, we combined multiple line items for three residential electric components. The export file was producing separate line items after there was a rate increase and this caused a high number of customers to call the City because they believed they were double charged. InfoSend was able to combine these line items (including the usage and dollar amounts) without needing any changes to the export file. The city needed to convert residential bi-monthly accounts to a monthly billing cycle. We developed a web user interface that maintained the frequency of each billing cycle which allowed us to include inserts based on the customer billing cycle.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 17 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend also helped the city implement a late fee to be charged to some (but not all) delinquent accounts by adding an additional line to the customer's bill along with a calculation of a due date.
Case Study #4
Utilities, Inc. is a corporation that buys, sells and manages regulated utilities. Utilities, Inc. uses a complex Oracle's Customer Care & Billing system outputting over 200,000 billing statements and inserts per month, for their 50+ regulated utilities that they own/lease. Utilities, Inc. generally bills 20 - 22 days per month with 77 monthly cycles, 12 bi-monthly cycles, 7 quarterly cycles, 6 semi-annual cycles, and 1 yearly cycle. Final bills are generated daily.
InfoSend, during its consultative process, defined a solution that would let them gain efficiencies and reduce operational costs. Prior to InfoSend, jobs for Utilities, Inc. were entirely and in-house operation. This was a heavily contested sales effort, with many vendors in review for the company's business. InfoSend was chosen for its expertise in the utility space, phenomenal customer service, online customer service and tracking tools, competitive pricing and knowledge of systems and output.
Implementation projects for Utilities, Inc. required some unique set-up features. At the beginning of the project, it was expected that Infosend would use the client's current materials, including form design, process their data without manipulation, and take over their mailing application in order to streamline their business. One feature Infosend implemented to meet the Client's needs was dividing jobs up by location and mailing statements from whichever InfoSend facility was closest in proximity to their customers. While the client, for example, may only send one file, Infosend is able to separate statements from within that file by location and send them automatically to the Infosend facility for mailing.
Employee Experience and Qualifications
InfoSend's Key Support Personnel
InfoSend's mission to provide the industry-best support requires excellence and attention to detail within the Client Services (CS) department. InfoSend has designed support around extensive procedural controls to ensure client output is handled accurately and issues are addressed expeditiously.
Please find below a list of the Key Personnel, job titles, contact info, and their roles during the RFP process. For details regarding each person's educational background and relevant experience, certifications, and/or merits, please refer to the following pages for resumes.
Project
a) Infosend Dir. Client h) Client Project Sponsor
e) Programming b) Account f) Client Project
Manager
----
c) Programming d) Asst. Account i) Operations g) Client Project Team Manager
Executive Management and Sales Team
Russ Rezai
• Title: President
• Years of Employment: 30+
• RFP Role: Designated Contract Administrator
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: [email protected] InfoSend, Inc. | www.infosend.com nfoSend Response to City of Garden Grove RFP No. S-138 18 rovide Data Processing, Printing, Mailing and Inserting Service Matt Schmidt
• Title: COO
• Years of Employment: 18+
• RFP Role: Designated Contract Manager
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: [email protected] Kelly Law
• Title: Territory Sales Manager
• Years of Employment: 17+
• RFP Role: Sales Contact/Primary RFP Contact
• Contact Info: Office: 800.955.9330 x 242; Mobile: 949.566.3891; Fax: 714.993.1306; Email: [email protected] Glen Everroad
• Title: Government Solutions
• Years of Employment: 15+
• RFP Role: Sales Contact/Secondary RFP Contact
• Contact Info: Phone: 800.955.9330 x241; Fax: 714.993.1306; Email: [email protected] DPPM Client Services Team
Matt Schmidt
• Title: COO
• Years of Employment: 18+
• RFP Role: Designated Contract Manager
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: [email protected] Josue Martinez
• Title: Director of Client Services
• Years of Employment: 25+
• RFP Role: Designated Client Deployment
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: [email protected] IT Team
• Will provide back-end support on this project.
• IT works in conjunction with Infosend Client Services during any improvement projects and actively monitors program functions after go-live.
Resumes
Russ Rezai
Experience InfoSend, Inc. Anaheim, CA (2016 - present)
President
• Responsible for growing the company while improving quality level Reports to the Chief Executive Officer
Maintains awareness of both the external and internal competitive landscape, opportunities for expansion, new industry developments and standards
• Managed sales and business development
InfoSend, Inc. Anaheim then Fullerton, CA (2008 - 2016) Chief Operating Officer
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 19 Provide Data Processing, Printing, Mailing and Inserting Services • Managed day-to-day operations
• Created formal Sales Department by selecting VP of Sales and transitioning sales management to him
• Works with each department head to ensure company manages growth properly and scales production and human resource capacity
• Regularly meets with VP of Sales, Director of Product Development and Direct of Client Services to ensure that the company's product and service offerings and service quality match business development plans and quality goals
• Involved with the creation of the facilities in IL and TX and the selection and training of the managers for these locations
InfoSend, Inc. Fullerton, CA (2001 - 2008)
VP of Development
• Managed research and development and selected the manager for IT • Creation of eBusiness Services department
• New product and service development and deployment - including eBusiness Services : Creation of variable data digital color printing department Created the Client Serviced Department and selected the manager for the department • Managed sales and business development
InfoSend, Inc. Anaheim then Fullerton, CA (1996 - 2001) Company Co-Founder
• Supported in development of new company in 1996
• Laid groundwork for future IT development between 1996 and 1997 Began research into Electronic Bill Presentment and Payment Services • Stayed active part-time with company while studying at UC Santa Barbara Education BA, 2001 Business Economics - University of California, Santa Barbara Matt Schmidt
Experience InfoSend, Inc. Anaheim, CA (2007 - present)
Chief Operating Officer
• Manages Operations for InfoSend's nationwide production facilities • Manages Client Services team responsible for all client implementation and support • Works with management team on new product planning, development and support • Works on strategic planning for operations including new technologies and services Infosend, Inc. Anaheim, CA
Director, Client Services
Supervise employees and operations of the Client Services, Quality Control and Direct Communications departments. Provided consultative solutions for prospect and clients.
Develop, monitor and improve client implementation and support procedures. • Coordinate and implement internal cross-functional processes in an environment of continuous improvement.
• Work with executive management to develop and evaluate long-term strategies to achieve organizational goals.
Education MBA - University of California, Irvine; BA - California State University, Chico InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 110 Provide Data Processing, Printing, Mailing and Inserting Services Kelly Law
Experience InfoSend, Inc. Anaheim, CA
Territory Sales Manager (2008 - 2014 and 2016 - present) • New business development
• Account management and retention
Assist in developing prospect strategies and retention
• Assist production team in ensuring quality print/electronic billing results Sales and Marketing Executive (2009 - 2011)
• Key sales support and liaison between Sales and Account Management teams Developed vertical-specific and CIS-specific marketing campaigns Worked with sales team to develop RFP response content in order to streamline response content
• Key author of company documentation still in circulation today Account Manager (2008 - 2009)
• Primarily worked on new client implementation projects for both print/mail and EBPP installations. Gained specific knowledge on product lifecycle including new product development as well as implementation/maintenance of current offerings Procurement Leaders, Ltd London, United Kingdom, (2014 - 2016) Sales Executive, Marketing Solutions Division
• Managed 50 key accounts comprised of Global 2000 companies. Primary function was to build global marketing engagement plans via global event sponsorship sales to help connect those accounts with the Procurement Leaders' c-suite audience.
Education California Polytechnic State University San Luis Obispo, BS in Business Management Glen Everroad
Experience Infosend, Inc. Anaheim, CA (2010 - present)
Government Solutions Consultant
• New Business Development
• Account Management and Retention
• Assist in developing Public Agency Business Strategies and Direction • Assist production team in ensuring quality print/electronic billing results City of Newport Beach Newport Beach, CA (1976 - 2010)
Revenue Manager
• Revenue Development
• Tax/fee/receivables administration
• Regulatory permitting
• Income contract administration
Legislative advocacy
Education Indiana University, Indiana
California Municipal Revenue and Tax Association - Legislative Chair, Past President League of California Cities - Revenue and Tax Policy Committee Member Josue Martinez
InfoSend, Inc. | www.infosend.com nfoSend Response to City of Garden Grove RFP No. S-138 111 'rovide Data Processing, Printing, Mailing and Inserting Service Experience InfoSend, Inc. Anaheim, CA (2024 - present)
VP of Client Success
• Lead the Client Services team in fostering client satisfaction, success, and ensuring long-term client retention
• Collaborating across departments to deliver unparalleled service and support • Oversee all Client Services Managers
• Act as escalation point for Infosend clients
Infosend, Inc. Anaheim, CA (2016 - 2024)
Director, Client Services
Responsible for all implementation and support services • Oversee Account Management and dedicated support staff • Act as escalation point for InfoSend clients
• Design new printed bill formats
InfoSend, Inc. Anaheim, CA (2000 - 2016)
Senior Project Manager
• Managed over 150+ implementations and software conversions • Design new printed bill formats
• Work with programming team to streamline processes
Education BA, Business Administration concentrating in Information Systems, California State University Fullerton.
Proficient in Website/Forms Design using Following Applications/Languages:
HTML, Crystal Reports, Adobe Illustrator, Visual Basic and MS Visual FoxPro InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 112 Provide Data Processing, Printing, Mailing and Inserting Services Knowledge and Technical Competence
Project Approach and Work Plan
As the City's current supplier, it has been our privilege to successfully support the City of Garden Grove. We are eager to once again earn the City's business and continue as a trusted partner. The City's utility and business tax documents are fully implemented with Infosend, eliminating the cost and risk of an implementation with another provider.
Ability to Understand and Meet the Needs of the SOW/City Other Qualifications/Criteria as Deemed Appropriate
Infosend meets or exceeds the qualifications and SOW requirements outlined in this RFP. As the City's current vendor, we are uniquely qualified to understand and meet the City's needs. We commit to continue serving the City with the same level of excellence going forward.
Other Qualifications/Criteria as Deemed Appropriate
Since the City's last RFP for these services in 2021, InfoSend has expanded its ability to ensure timely and accurate document production for the City of Garden Grove by adding new production locations, updating & adding equipment (printers, inserters & envelope manufacturing), expanding its production team to over 230 employees, fortifying its supply chain, significantly increasing data & facility security, and more.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 | 13 Provide Data Processing, Printing, Mailing and Inserting Services Attachment A - Scope of Services
Background
The City of Garden Grove (City) has approximately 16,000 active business license tax accounts. The City mails approximately 23,000 business license renewal notices every year. This includes first notices, delinquent notices, and final notices. Our business license tax accounts are annual, anniversary dated. Renewal notices are mailed monthly. Business license also mails out approximately 14,000 paid Business License Tax Certificates every year. Paid Business License Tax Certificates are generally mailed weekly.
The City also bills customer's bi-monthly and services over 34,000 water accounts. Currently the City mails approximately 15,000 utility paper bills per month or 800-1,000 per day. The water billing process is generated 4-5 days a week with billing data files delivered to the vendor electronically daily. The bills must be mailed via presorted first class mail in 1-2 days.
Annually, the City mails approximately 37,000 30-day notices to site addresses and property owners for commodity rate adjustments. These notices must be postmarked at least 30 days before the rate change, which takes effect on January 1st each year.
Additionally, the Cross Connection Prevention Program mails an estimated 6,000 letters throughout the year for cross connection testing and surveys. If testing and surveys are not completed by the due date, additional notices will be sent beyond the initial 6,000.
InfoSend supports the above-described volume and delivery schedule. In addition to meeting the preferred mail turnaround times and delivery schedules for all of our 900+ clients, for the last several years, Infosend has consistently supported the City's volume and schedule. We commit to continue to serve the City with the same level of excellence going forward.
InfoSend has the capacity to handle both high-volume and low-volume, specialized print and mailing requests with fast turn-around times. InfoSend prints images well under capacity for business continuity, new installs, and spikes in volume.
InfoSend is continuously forecasting and evaluating production capacity to make sure that we are situated to meet our clients' needs. We take a holistic approach as part of our ongoing process to manage and improve our production process from receipt of data to mailing through USPS. Areas of focus include:
• Monitoring and improving in-house development for data processing capabilities (scaling servers and other hardware, software improvements, etc.).
• Investing in additional high-speed production equipment as needed for facilities, including additional printers and inserters
• Adding staff and expanding shifts as needed to accommodate increased production • Working closely with USPS to ensure compliance and take advantage of discounts and new tech (Seamless Acceptance, outbound and inbound tracking options, return mail service) • Managing our own Disaster Recovery and load balancing across 5 facilities to maximize uptime and throughput Scope of Work
The City is requesting proposals from qualified vendors for the purpose of designing, printing, sorting, inserting and delivering/mailing documents including, but not limited to, utility bills for both residential and commercial customers.
The successful proposal will be one that demonstrates the capability to fulfill all areas of the Scope of Work with technical proficiency.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 114 Provide Data Processing, Printing, Mailing and Inserting Services Only firms with verifiable experience in data processing, printing, mailing, and inserting services, and at the minimum, USPS CASS certified, will be considered.
InfoSend has successfully satisfied the City's Scope of Work requirements for 11+ years.
InfoSend has provided full-service business process outsourcing services since 1996, handling the processing and distribution of critical documents in the hundreds of millions annually for industries throughout the United States, including more than 700 utilities. InfoSend has five production facilities strategically positioned across the country.
Integrity is at the core of InfoSend, with a stated goal to retain and provide complete satisfaction for each client. InfoSend's company culture and business practice prioritizes client satisfaction, leading to an industry-best client retention and satisfaction rate of over 98.5% in 30+ years of business.
InfoSend is uniquely experienced in providing the services required by the City of Garden Grove. Leveraging our experience and understanding of the City's business rules ensures the efficient and risk-free production of the City's documents to its customers. We think that your experience working with us, our capabilities, and attentive Client Services department, is the best testament to the quality of work we perform.
The proposals submitted for this project are to follow the outline described below and must address all requested information. If a requirement cannot be met, please provide an alternative approach.
InfoSend meets or exceeds the minimum standards for responsible prospective bidders. Please refer to the following pages for line-by-line responses to each requirement.
Statement Design
1. The vendor must be able to accept the City's files in their current format or with minimal changes. See attached examples.
InfoSend currently fully satisfies the City's requirement.
As the City's current vendor, InfoSend accepts the City's files in their current format. We appreciate the opportunity to continue to provide these services.
2. Ability to provide in house design services for the redesign of the utility bill that is compatible with City equipment.
InfoSend fully supports this requirement.
Should the City elect to make changes it utility bills, InfoSend's Client Change Management process has you covered. We will leverage our experience with over 700 utility clients in assisting the City with its redesign.
InfoSend Document Design Services for Utilities
InfoSend provides document composition services for hundreds of utilities nationwide. InfoSend's Account Managers are trained in the use of various graphic design tools which are leveraged to create your documents. The Account Manager assigned to this project will work with the client's project team to create outputs which meet the high standards expected by our clients. Wherever possible we will look to provide suggestions to improve the look, feel, readability, and/or response rate for your custom communications using our extensive experience in a wide-variety of industries. All of the graphic design work for your projects will be conducted in-house at InfoSend allowing for us to maintain a high level of quality and responsiveness to your requirements.
InfoSend maintains a wide array of printing and finishing equipment necessary to handle transactional and promotional document production, including:
• Grayscale and full-color laser printers
• Full-Color Inkjet printer
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 115 Provide Data Processing, Printing, Mailing and Inserting Services • High-capacity offline folding equipment
• High-capacity industrial cutting equipment
• Variable speed mail inserting equipment
• Proprietary and licensed software solutions for processing data, creating client outputs, maintaining USPS compliance • Full compliance with any OCR, barcode or remittance specification, including lockbox testing with the delivery of production samples prior to Go-Live.
Often InfoSend will consult to provide clients with best practices and design options which leverage the data and printing technology to their fullest. InfoSend's design team can assist in making sure a utility statement has information hierarchy, appropriate use of color and white space, as well as innovative graphics.
Client Application Change Management Highlights
• Dedicated Account Manager ensures client application specific knowledge and expertise. • All aspects of client application change requests and project history logged within InfoSend CRM. • Account Manager builds Statement of Work (SOW), accurately capturing scope for client sign off. • Changes made and tested within a dedicated development environment, with source control check-in. • Transparently tracked project, with samples and mockups provided to the client for sign off. • Strict deployment procedure, which includes options for detailed sample review on the first live run.
Client Application Change Management
InfoSend's Client Services team is experienced in assisting clients with change requests that range from quick document updates through complex conversions that affect the underlying data and complete document design. Throughout the life of the application, InfoSend's dedicated Account Manager will remain the point of contact, providing client-specific insight and knowledge to ensure change requests are handled with expertise and first-hand experience. InfoSend maintains a tightly controlled Client Application Change Management program to ensure accuracy, quality, and timeliness of changes to output.
InfoSend's manages changes to client applications with the following controls:
Requirements Gather: The client request is logged in the Infosend internal CRM tool by the dedicated Account Manager.
Required assets such as mockups and example data files are gathered from the client, if required, to ensure the scope is defined.
• Scoping and Statement of Work (SOW): The Account Manager reviews the request internally and defines a scope with the assistance of the Infosend IT programmer assigned to the project. Once a scope is determined, Infosend will present the client with a Statement of Work (SOW), which will include the Professional Services hours (PS) and timeline to delivery.
InfoSend's change request delivery times vary based on the scope:
1 PS Hour - Up to 3 business days
2-3 PS Hours - Up to 4 business days
4-5 PS Hours - Up to 6 business days
6-10 PS Hours - Up to 2 calendar weeks
11-20 PS Hours - Up to 5 calendar weeks
21-30 PS Hours - Up to 8 calendar weeks
> 30 PS Hours - TBD based on requirements and scope of work *InfoSend does not bill for changes that require under 1 PS Hour • Application Build, Testing, Tracking: Upon client approval of the SOW, the change request enters the Infosend queue and works begins according to the timeline. The changes are built, approved with the following milestones:
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 116 Provide Data Processing, Printing, Mailing and Inserting Services • Project Tracking: Depending on the scope of the change request, a project tracking document may be utilized to ensure all scope items are monitored, reviewed and approved by the client. • Development Environment: Changes are made by the InfoSend programmer in a controlled, separated development environment, using code source control.
• Sample Review and Approval: InfoSend's dedicated Account Manager reviews samples, and if acceptable provides them for Client review, feedback and sign off. If a project tracking doc was utilized, all open scope items are reviewed individually with the client prior to approval.
• Deployment: Client approval is logged in the CRM tool, and the code deployment is scheduled. Code changes are checked in and deployment to production is performed by authorized personnel. For projects where output was completely redesigned, InfoSend's Account Manager is required to complete a First Live run review, and complete a Go Live checklist to ensure accuracy. At client discretion, InfoSend may also enable Sample Approval workflow for the client to review the first live run prior to release to customers.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 117 Provide Data Processing, Printing, Mailing and Inserting Services Sample bill designs or templates
Duplex Page 1 Duplex Page 2 Late Notice
burbank water and PoNci
PAST DUE
NiXox 00a
201e9T
20001
TOTAL AMOUNT PAST DUE
PAYMENT ENCLOCO
0125÷5575 03-h2)
BWP GREEN CHOICE PROGRAM
CHEN LIONS
0000000000000
Duplex Page 1 Duplex Page 2 Simplex
Utility Bill
el peso
WATER
Total Amount Due by07 05/24 54053
UTILITY BILI
BE SIT PORTION
Multipage 1 Multipage 2 Multipage 3
- BPU
Are 189 60 48-10000
WE UNTO TAKIN
valogue fos
al Wazar Charace
16t65 211
- BPL
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 118 Provide Data Processing, Printing, Mailing and Inserting Services
3. Ability to provide proof copies of redesigned bill statement.
InfoSend fully satisfies this requirement.
Sample approval is part of the process when making any changes. InfoSend's dedicated Account Manager reviews samples, and if acceptable provides them for Client review, feedback and sign off. If a project tracking doc was utilized, all open scope items are reviewed individually with the client prior to approval. For projects where output was completely redesigned, InfoSend's Account Manager is required to complete a First Live run review, and complete a Go Live checklist to ensure accuracy. At client discretion, InfoSend may also enable Sample Approval workflow for the client to review the first live run prior to release to customers.
4. Bill messages and bill inserts are updated bi-monthly or as needed, based on City requirements.
InfoSend's current offering meets this requirement.
Message Manager: This free account management tool is a custom-built web-based application that allows clients to control the messages that print on output. Clients can schedule the messages months or even years in advance, as well as set criteria to assign unique messages to different types of customers, or even to individual accounts. A PDF preview displays the message in the actual font that will be used.
Below you will find a list of all messages your company currently has pending:
File Type Message Name Message Type Message Area Start Date End Date Status Test? Message STATEMENTS Rate Change Notice HtmiMessage HTMLBox 2013-01-01 2013-02-28 Active No Rates are ...
STATEMENTS Holiday Schedule HtmiMessage HTMLBox 012-12-01 2012-12-31 Active No Please not...
STATEMENTS Fall Marketing Message HimiMessage HTMLBox 2012-10-01 2012-11-30 Active No This fall ....
STATEMENTS New Community Center HtmiMessage HTMLBox 2012-08-01 2012-09-30 Active No Visit the ..
STATEMENTS Revised Business Hours HtmiMessage HTMLBox 2012-06-01 2012-07-31 Active No Business h Add Message For: Please Select : Add Message
File Type: STATEMENTS
Message Name: Online Billay Rattle
Start Date (YYYY-MM-OD): 2013 3 - 03 3 - 01
End Date (TYYY-MM-OD): 2013 = - 04 = - 30 = 0
lected to
Message:
Test (Chack one be a let on prod than a o
Insert Management: The Insert Management tool is designed for clients to control what additional materials will be included with the standard output. Clients may request InfoSend Produced Inserts as well as schedule drop-shipped inserts from within the tool. The tool also provides the history of all Insert requests for client reference.
Here is a list of the last 50 insert requests made by your organization.
Show All Inserts
Insert Run Request
Submitted Insert Status Programs pet Detais
Name Date
On
** June 2012 EU Today 2012-05-25 to 2012-05-18
INF View
Newslotter 2012-06-25 16:04:21:
.. May 2012 Electric 2012-04-25 ta 2012-04-30 Insert is Approved Drop Dispatch INF View
2012-05-24 07:27:32 and Active Shipped
2012-05-03 to 2012-04-04 Insert is Approved InfoSend
*. May 2012 EU insert 2012-06-01 12:05:06 and Active INF Produced View InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 119 Provide Data Processing, Printing, Mailing and Inserting Services Daily Processing
1. The selected vendor will be required to produce the printed bill statement, fold, insert and process for mailing all from the same facility location. No subcontracting of this work is allowed. The exception will be the bill statement stock, envelopes (mailing and return) and inserts all of which will be the responsibility of the vendor to maintain adequate inventory levels.
InfoSend fully satisfies this requirement.
All of the City's, operational, and other business requirements defined in the RFP are currently being met by Infosend under our standard services and without the use of subcontractors. InfoSend is uniquely well qualified to provide the services required in this RFP, with over 11 years of specific experience in providing the City of Garden Grove services, understanding its business rules and working with its staff. Choosing to continue working with InfoSend ensures the most efficient, risk-free and cost-effective continuation of these services to the City of Garden Grove. The Software as a Service (SaaS) approach allows InfoSend to continually refine its services and equipment without requiring software installation and maintenance at your site.
Our turnkey Data Processing Print and Mail solution is performed in its entirety by Infosend with no portion of the work being subcontracted. The inherent advantages are threefold; first, only one phone call to make for any and all questions; second, InfoSend is entirely responsible for all phases of the work; and third, all contractual responsibility rests solely with InfoSend.
2. Ability to accept daily bill files using online upload using web, FTP or SFTP, or similar standard transmission methods. The City should be able to log into the Vendor's server, check status, and remove uploaded files prior to processing by the Vendor. An e-mail file transmission is not acceptable.
InfoSend currently meets this requirement.
InfoSend Data Process Flow
InfoSend's Customer Communications Management (CCM) platform is designed to securely and efficiently accept, process and output client data to customers in a reliable and transparent manner. The data flow for InfoSend entails:
1. Client Input-Data Transfer and Acknowledgement
2. Data Processing and Validation
3. Document Composition and Sample Approval
4. Printing
5. Quality Control
6. Mailing and Electronic Distribution
7. Confirmation and Reporting
1. Client Input-Data Transfer and Acknowledgement
• Secure File Upload Options: On a 24/7 basis, data files can be sent to InfoSend via FTP or SFTP or clients can also log in to InfoSend's secure website and upload files using the HTTPS file upload method. Optionally, and depending on client security requirements, password protected or PGP/GPG encryption can be utilized on the files. When a file is received, it is automatically time-stamped and logged in InfoSend's Job Tracking database. • Duplicate File Prevention: All data transfers are checked against an archive of file-level hashes and if a match is found, the system will detect the file as a duplicate. If a duplicate is detected, the processing program is halted and a warning is generated, calling for immediate follow up by InfoSend support personnel. • Multi-File Inputs: InfoSend's system can be configured to create batches based on multiple source files, as well as wait a predetermined amount of time for more client records to be transferred before beginning the batch processing.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 | 20 Provide Data Processing, Printing, Mailing and Inserting Services • Process Confirmation: Successfully transferred files are identified by client input type, resulting in a confirmation receipt sent.
2. Data Processing and Validation
• File Integrity: Each of InfoSend's programs is custom made to work with the clients' specific data file format. Incomplete or erroneous data will result in a program halt, issuing a warning that is escalated to Infosend support personnel for immediate follow up.
Data Checks: InfoSend programs are set up to check for individual data fields and halt if criteria are not met-for example if a date field contains a value older than an acceptable threshold. All data check halts issue a warning and escalation to InfoSend support personnel.
3. Document Composition and Sample Approval
• Job Batch Creation: InfoSend's system will take validated input data and begin processing by assigning a unique production Job Code specific to the client input file(s). This Job Code identifies and accompanies the output through InfoSend's processing.
Document Layout and Business Logic: The input data is rendered by the Infosend application, resulting in the layout defined during the implementation. Any client defined special business logic conditions are applied at this time. • USPS & Special Messaging: During processing, the system will also validate customer mailing addresses, optionally apply National Change of Address (NCOA) updates, and perform record suppression based on client-defined criteria. The system also performs USPS pre-sorting of records, applying the Intelligent Mail Barcode (IMB) and ensuring the records are in the correct order to maximize postal efficiency. Additionally, InfoSend's CCM platform will check the database for any scheduled messages or inserts to be included with the output.
• Rendered Output and Sample Review: Once a file has successfully been rendered, clients have the option to review a sample file containing a PDF output of the documents. Sample outputs can contain a percentage of or the complete output and includes a Process Summary report cover page which lists details on the output work to be performed by Infosend. Clients are provided the option to either reject and resend their data file with corrections or approve the batch. Once files are approved, an email confirmation of the approval is sent, and the output is released to the manufacturing environment for distribution.
4. Printing
• Job Priority: Jobs are printed on an as-received basis, with jobs requiring the shortest turnaround time given priority. InfoSend is committed to meeting the agreed upon mail turnaround times for all clients simultaneously and is staffed and equipped accordingly.
• Operator Controls: Once a sample file batch has been approved for printing, files are sent to the print production queue.
InfoSend's unique Central Print program monitors print jobs in the production department, prohibiting a job from being printed more than once, and provides operator controls including timestamps of printing time and other tracking metrics.
InfoSend production staff with appropriate permissions are granted access to queued files. • Job Ticket: A job ticket is attached during processing to each production run. A job ticket contains information such as printing specifications, form type, envelope options, and whether an insert should accompany the file. The job ticket is printed in our production department and remains with a job until it is released to the USPS for mailing.
5. Quality Control
• Dedicated Workflow and Staffing: InfoSend's emphasis on quality and customer satisfaction requires a dedicated step and operator role in the process to validate the printed output. This step in the process takes place after printing but before distribution. Each job is thoroughly checked a minimum of 4 times for general alignment, printing, color or mailing address block issues which would result in problematic processing or mailing: before printing, after printing, upon delivery to the QC • Uniquely Tailored QC Program: InfoSend has an internally developed workflow that provides onscreen prompts to QC personnel, requesting they check for bill specific information (such as customer name, account number, address) on randomly InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 121 Provide Data Processing, Printing, Mailing and Inserting Services selected pages throughout the batch. These onscreen prompts are customized to the client's data and ensure the integrity of data throughout the batch before releasing for distribution.
6. Mailing and Electronic Distribution
• Mailing Department: Once a job has gone through Quality Control, it is released to the printing department for fulfillment.
All printed pages are matched to the correct materials per the Job Ticket and inserted into the envelope for mailing. Mail that has been inserted is then delivered to the USPS with the appropriate postal paperwork for the USPS to validate prior to induction. Upon delivery to the USPS, either at the onsite Detached Mail Unit (DMU) or local distribution center, the job batch is scanned as completed by an InfoSend operator.
• Electronic, Multi-Channel Distribution: Upon completion of the job batch, InfoSend's CCM platform begins the electronic distribution of customer records to the Infosend archive, hosted eBusiness system, back to the client, or other third party distribution networks.
7. Confirmation and Reporting
• Process Confirmation: Once InfoSend has completed the distribution of the client job batch, a confirmation receipt is sent to the client with details on the job batch execution. This receipt serves as the final notification regarding the input data received. • Reporting: InfoSend's platform also provides robust reporting back to clients on the output services performed. InfoSend offers detailed address update and suppression reporting, as well as customized, detailed breakdown of the fulfillment.
Data Processing Workflow Diagram:
File Upload
Client securely
uploads file to
InfoSend her to infosend
020 10
File Receipt Confirmation → Processing
InfoSend confirms receipt of file, checks database for incorrect dates and duplicates, processes file.
* REJECT
Sample Files Posted
Sample PDFs are generated and posted for review. If samples are rejected, file is halted and client is asked to upload corrected files If samples are approved, files are released.
/ APPROVE
Print Production
Client-specific job ticket, postal paperwork, and PDF statement outputs are printed in our production department.
Quality Control
Client files are checked at multiple stages throughout the production process, including a thorough review in our Quality Control tepartment. Once approved b QC. files are released to Mailina Inserting
Files are inserted into outgoing envelopes according to job ticket specifications. Other inserts and return envelopes are mechanically inserted using industrial inserter machines.
Mail Operations
Mailpieces are processed through inserting and mailing equipment in presort order. Postage is applied to outgoing envelopes, and Mailpieces are prepared for delivery to USPS
Malpieces are deivered to the USPS. Job
Tickets are scanned as completed, triggering a
notification email.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 122 Provide Data Processing, Printing, Mailing and Inserting Services
3. The City must be able to connect to the vendor's server.
InfoSend currently meets this requirement.
A key component InfoSend's Customer Communications Management (CCM) platform is the full web administration provided to clients on www.infosend.com. The InfoSend website allows clients on a 24/7 basis to upload, view, approve, control messaging on output, as well as interact with InfoSend Client Services.
InfoSend's website is fully hosted at www.infosend.com and does not require clients install any software beyond a modern web browser (Chrome, Firefox, Internet Explorer, Safari, etc.). The solution utilizes the latest encryption technology required to ensure communications are unable to be intercepted or accidentally exposed. All sessions occur over HTTPS with TLS encryption, and each client user must be uniquely registered to an email address by an Administrator.
The website provides options to set both user roles and permissions, ensuring only the appropriate level of access is granted to the user at the client organization. Clients are able to upload files directly to InfoSend over the HTTPS connection, allowing users to send the input data for InfoSend processing on demand (note: PGP file encryption and secure FTP also available).
4. The City must have the ability to view and approve sample bills online before they are printed and mailed.
InfoSend currently meets this requirement.
Sample Approval: This optional workflow allows clients to download a sample of the output, with an included Process Summary report of the input/output counts, inserts to be included, suppressions and a postage estimate. The sample file can contain the entire output or a subset based on client criteria. Upon approval, the sample output is released for production and distribution by InfoSend.
Approve Simple
Approve Sample
Are you sure you wish to approve the
sample for SNA 0820BILL.001?
5. Bills must be mailed within one to two business days of receipt. Same day printing and mailing is preferred.
InfoSend currently meets this requirement.
For the last several years, Infosend has consistently met the City's preferred mail turnaround time and delivery schedule.
We commit to continue to serve the City with the same level of excellence going forward.
Finished mail pieces are delivered to the USPS within one (1) business day. If electronic PDF samples (proofs) are requested then the mailing will be completed within one day of sample approval. File upload deadline for next-day mailing is 3:00PM local time at the production facility designated for your account. If samples are required then they must be approved by 5:30PM local time for the file to be mailed by the next business day.
6. The vendor must have the capability to suppress the printing of bills and/or envelopes for certain customers, based on City requirements. Suppression could be on a one-time or continual basis.
InfoSend currently meets this requirement.
As the City's current vendor, InfoSend has established business logic rule sets for "selective" inclusion or suppression of messages or materials such as inserts or return envelopes based on the City's requirements. Suppressions programmed during implementation are available throughout the life of the account.
7. The remittance stub must be configured to work with the remittance processing equipment and software used to process the incoming checks.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 123 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend currently meets this requirement.
Should the City change its remit processor, InfoSend will work with the vendor(s) to provide printed samples for testing.
8. The scan line on the stub includes account information and a check digit that is calculated via a specific algorithm.
InfoSend currently meets this requirement.
InfoSend currently produces the bills and ensures that all print quality is maintained and barcodes/OCR fonts are crisp and machine readable.
InfoSend has proprietary and licensed software solutions for programming, processing data, and creating client outputs, including but not limited to, QR codes, icons, or visual indicators for items like disconnection risk or payment options. In general, InfoSend supports full compliance for any OCR, barcode, or remittance requirements, including lockbox testing with the delivery of production samples prior to go-live. Any information that should be included in the OCR line and can be supported by the number of characters allocated by the OCR parameters, can be accommodated.
9. The vendor must have the capability to print:
• Intelligent bill messages based on customer type
• Logos and usage history graphs
• Multiple page bills as needed.
Infosend currently satisfies this requirement for the City.
InfoSend's CCM platform is capable of outputting documents with conditional business logic. InfoSend has extensive experience designing and outputting utility bills with customer specific messaging, logos, usage history graphs, as well as multiple page detail bills.
InfoSend's Message Manager tool is a custom-built web-based application that allows clients to control the messages that print on output. Clients can schedule the messages months or even years in advance, as well as set criteria to assign unique messages to different types of customers, or even to individual accounts. A PDF preview displays the message in the actual font that will be used.
Below you will find a list of all messages your company currently has pending:
File Type Message Type Start Date End Date Status Test? Message STATEMENTS Rate Change Notice HtmiMessage HTMLBox 2013-01-01 2013-02-28 Active No Rates are...
SAMENTS Holiday Schedule HimiMessage 2012-12-01 2012-12-31 Active No Please not...
Fall Marketing Message HtmiMes sage HTMLBox 2012-10-01 2012-11-30 Active No This fall.
New Community Center HtmiMessage HTMLBox 2012-08-01 2012-09-30 Active No Visit the ..
STATEMENTS Revised Business Hours HtmiMessage HTMLBox 2012-06-01 2012-07-31 Activo No Business h...
Add Message For: Please Select : Add Message)
File Type: STATEMENTS
Message Type: Hemilessage - HTMLBox
Mossage Name: Online BiRay RaThe
Start Date (YMP-.MMM.OD): (2011 • • 01 • - 01
End Date (YYYY-MM-OD): (2013 3 - 01 • - 30
Accounts • (Seo Description Above):
Messsae:
Test (Check Be be in at on production too o
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 124 Provide Data Processing, Printing, Mailing and Inserting Services
10. Bills must be mailed via presorted first class mail. More details about mailing requirements are provided in section Archive and Mail below.
InfoSend currently satisfies this requirement for the City.
InfoSend, by default, has implemented all USPS automation, CASS, presort and IMB applications, saving the City thousands of dollars in postage costs.
11. Production reports - The City should be able to track all files that have been sent to the vendor - before, during, and after processing.
InfoSend currently satisfies this requirement for the City.
InfoSend's Customer Communications Management (CCM) platform provides the City with the necessary reports to reconcile and receive updates throughout the Data Processing, Print and Mail (DPPM) process. Infosend standard reporting workflow is provided by default, and is able to provide certain reports in a variety of methods including text files, comma delimited files, HTML formatted reports and in some cases, PDFs.
All reports are available either through the Infosend website and can also be emailed or transmitted via secure FTP. In addition, clients have the capability of assigning internal contacts that have permissions to access/receive reports.
Data Processing, Print and Mail Reporting Highlights
• File Transmission and Processing: InfoSend provides key reports during file transmission, after data processing, and upon file completion so clients are informed throughout the entire process. • Process and Postage Summary: For clients utilizing the Sample Approval workflow, a Process Summary report is presented with details on the work to be performed, along with an estimate of postage. • Job Tracking Tool: As client batches are processed, Infosend provides a web tool with real-time and historical information when a file has achieved a stage of production.
• Address Update: InfoSend provides a full suite of address updates, including National Change of Address (NCOA) reports.
12. Status reports must be provided daily after processing is complete.
InfoSend currently satisfies this requirement for the City.
InfoSend's Job Tracker tool provides the current status of jobs as it progresses through Infosend's data processing and print production departments and the Process Confirmation report posts after processing is completed.
Job Tracking Tool: The Job Tracker provides the current status of jobs as it progresses through InfoSend's data processing and print production departments. The Job Tracking tool contains details such as job type, number of component files that are contained within the job, file receipt timestamps, sample files that may be downloaded and the status of printing/quality control/mail preparation. Once a file has been completed for mailing and mail pieces have been released to the USPS a timestamp of file completion confirmation will be provided. InfoSend provides a history of the past 100 jobs that were processed through the system.
Job Tracking
tere is a list of the last 100 jobs submitted by your organization. Jobs with a grey background have been Show Filenames - Yes 1) | Job Type -All Types • I Only Show Active Jobs -No 1 Job Code: Search
Job Type ad Procesing Senple Sale printing o a Contimation Vien INF03238 Done Pending Pending Pending Pending Pending Pending REGULAR RISIN100 RA REGULARS 2012 TX Done Pending Pending Pending Pending Pending Pending DELINQUENT_NOTICE IN10323A DELINQUENTS.2012.TXT Done T643306 Reject Pending Pending Ponding Pending InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 125 Provide Data Processing, Printing, Mailing and Inserting Services Process Confirmation Report: The Process Confirmation Report is emailed to designated client staff members as well as posted to the reports section of the web portal after documents have been completed for mailing and released to the USPS. This report provides confirmation that InfoSend has released a job's mail pieces to the USPS for mailing. The Process Confirmation Report can be created in one of three different formats: plain text, XML or HTML.
This report provides the name of the file(s) mailed along with a detailed mail count. For statements, invoices and other financial documents, the total dollar amount is also provided. Additional information can be provided after the "totals" section of the report. For example, addresses that could not be verified for delivery point validation can be listed at the end of this report.
PROCESS CONFIRMATION REPORT
TO INPUSEND CLIENT
PRUN INFUSEND, INCH
DATE: 03/28/2014
RE PROCESSING CONFIRMATION REPORT
F YOU HAVE ANY QUESTIONS ABOUT THIS DOCUMENT, PLEASE CONTACT US AT 714) 993.2698 OR TOLL-FREE (800) 955.9330. THANK YOU
NO. REFERENCE AMOUNT (S)
FILE(S)/SPECIAL NOTE
1. DLY8319A 332950.68 2441 2363 27 • 2390
STATEMENT DATE: 3/19/2014
FROM: DLY.0319.STMT.TXT
TOTALS = 332950.68 2441 2363 27 2390
*** END OF PROCESS CONFIRMATION ==.
INFOSEND CLIENT
UNDELIVERABLE ADDRESS REPORT PATE: 83/28/2014 PAGE:
FILENAME: DLY0319A[DLY.0319.STMT.TXT]
- AMOUNT
NO. ACCOUNT ERROR CODE
ERROR MESSAGE
1. 01212460-56 411 - Mailed out anyway 51.63
SAMPLE C Invalid Primary Number
101 MALL STREET
DALY CITY CA 94815
2. 19418560-48 491 - Mailed out al 80.36
SAMPLE CUSTOM IP. coded but failed op
124 BALMOR TERRACE
SAN FRANCISCO CA 94112
13. Bill Inserts and Messages
a. The vendor must provide an interface that will allow the city to update requirements for bill messages and bill inserts on a monthly basis.
b. The interface must allow the City to include/exclude inserts and messages based on City requirements.
c. Please provide specific information about this interface, including screen shots and details about the process for new requests and updates to existing requests.
InfoSend currently satisfies this requirement for the City.
InfoSend.com Web Administration
A key component InfoSend's Customer Communications Management (CCM) platform is the full web administration provided to clients on www.infosend.com. The InfoSend website allows clients on a 24/7 basis to upload, view, approve, control messaging on output, as well as interact with InfoSend Client Services.
Secure SaaS Cloud Solution
InfoSend's website is fully hosted at www.infosend.com and does not require clients install any software beyond a modern web browser (Chrome, Firefox, Internet Explorer, Safari, etc.). The solution utilizes the latest encryption technology InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 126 Provide Data Processing, Printing, Mailing and Inserting Services required to ensure communications are unable to be intercepted or accidentally exposed. All sessions occur over HTTPS with TLS encryption, and each client user must be uniquely registered to an email address by an Administrator.
The website provides options to set both user roles and permissions, ensuring only the appropriate level of access is granted to the user at the client organization.
Message Manager
This free account management tool is a custom-built web-based application that allows clients to control the messages that print on output. Clients can schedule the messages months or even years in advance, as well as set criteria to assign unique messages to different types of customers, or even to individual accounts. A PDF preview displays the message in the actual font that will be used.
Below you will find a list of all messages your company currently has pending:
File Type Message Name Message Type Message Area Start Date End Date Status Test? Message SIATEMENIS Rate Change Notice HtmiMessage HIMLBOX 2013-01-01 2013-02-28 Active No Rates are SIA CMENIS olay schedule HTMLBox 2012-12-01 2012-12-31 Please not.
STATEMENTS Fall Marketing Message HtmiMessage HTMLBox 2012-10-01 2012-11-30 Active No This fall.
STATEMENTS New Community Center HTMLBox 2012-08-01 2012-09-30 Active Visit the STATEMENTS Revised Business Hours HtmiMessage HTMLBox 2012-06-01 2012-07-31 Active No Business h Add Message For: Please Select : [ Add Message
File Type: STATEMENTS
Message Type: HtmiMessage - HTMLBox
Message Name: Online BillPay Raffle
Start Date (YYYY-MM-DD): 2013 • - 03 • - 01 = D
End Date (YYYY-MM-DD): 2013 = - 04 = - 30 : •
Accounts : (See Description Above):
Customers who are signed up for Online BillPay and have elected to go paperless will automatically be entered in a raffle. Enable paperless billing by May 14th to be eligible for the raffie. A customer will be selected at random and will win a 5400 gift card to Best Buy.
Message:
Test (Check this if this is a test message that should C "NOT" be included on production jobs):
Next
Insert Management
The Insert Management tool is designed for clients to control what additional materials will be included with the standard output. Clients may request Infosend Produced Inserts as well as schedule drop-shipped inserts from within the tool. The tool also provides the history of all Insert requests for client reference.
Here is a list of the last 50 insert requests made by your organization.
Show All Inserts
Request
Insert Run
Date Submitted Insert Status Programs Type Details
Name
On
..• June 2012 EU Today 2012-05-25 to 2012-05-18 Insert is Approved Drop INF View
Newsletter 2012-06-25 16:04:21 and Active Shipped
**• May 2012 Electric 2012-04-25 to 2012-04-30 Insert is Approved Drop View 2012-05-24 07:27:32 INF
Binatch Shipped
2012-05-03 to 2012-04-04 Insert is Approved INF InfoSend ** May 2012 EU insert 2012-06-01 12:05:06 and Active Produced View The Insert Management tool pre-populates forms with the user's information:
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 127 Provide Data Processing, Printing, Mailing and Inserting Services Insert Request
Please take a moment to ensure that the contact information Next >>
Organization Name: Damo Company
User Name: J00 Rep
Email: [email protected]
Title/Department
Street Address:
City: Samol Car
State & Zip Code Calfomia 02807
Phone Numbert BO. ) 955 9330
J00 HOD - 100) 955-0330
er Hours Condic
This tool asks users to input an insert name as well as select the type of insert. InfoSend Produced Inserts will be printed at InfoSend's facility or a local offset printing partner, Drop Shipped inserts must be sent to InfoSend, and Online Billing inserts are electronically presented:
Insert Request
«Back Next>>
Insert Name: Quarter 2 Update
Insert Type*: / Please Select
()insan Type
For Infosend Produced inserts, users are able to use the automated Insert Management tool to select insert printing specifications. This form also allows users to upload artwork files for review by Infosend's team:
Insert Name: Quarter 2 Update
Insert Type*: InfoSend Produced
Paper: White (24b)
Insert Size 8.5 × 3.66°
Duplex Printing:
Front Print Color: 4 Colors
Back Print Color: Black Only
Folding Required: Yes
Cutting Required: g
Display with Online Bills:*
To help ensure accuracy, please attach a copy of
Art-work File:* the insert artwork
(Choose File Q2 Update.pdf
The tool allows users to designate the job types inserts should be included with, as well as specify the quantity and run dates. InfoSend also enables users to utilize selective inserting. Selective inserting is a dynamic technology that specifies which inserts will be included for certain account types:
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 128 Provide Data Processing, Printing, Mailing and Inserting Services insan Name: Quarter 2 Update
Insert Type: no end Producer
STATEVENTS (IN
Estimated Quanti 550.000
Run Dates: Start on Date & run unti supply is depleted :
Start Date 1082012011
Mail Piece Woigh
Selective Inserting"*: O
Clients can also designate insert billing options on the next screen. Once the insert request has been completed, users will receive an email confirmation detailing the request. Users must authorize the confirmation before an insert request is activated
InfoSend Produced Insert Request
Please provide billing information.
Next >>
Insert Name: Suarter Uodato
Billing Options: 4 Please Choose
Third-party Billing, Contact Information Below
14. Inserts may be black ink or color, 1/3 page or 8 ½" × 11" with a tri-fold. Provide quotes accordingly.
InfoSend fully supports this requirement. Please refer to the pricing section for detailed insert pricing.
15. Please provide details about the following:
a. Quality control procedures
b. Ability to pull a bill from production processing, and the process for doing so c. Procedures for ensuring that the bill file transmissions are completed successfully and procedures for correcting issues.
InfoSend Quality Control Highlights
• Company culture demands client satisfaction with over 99.99966% accuracy on an annual output in the tens of millions. • Systems, personnel, and equipment are organized around well-defined processes that control and report the accuracy of work performed.
• Comprehensive Quality Control (QC) built into Data Processing platform, ensuring client output is verified prior to entering manufacturing environment.
• Unique QC process involving dedicated personnel and procedures executed after printing and designed to ensure consistent print quality and 100% accountability for each document • Automated 2D Barcode Accuracy System utilized, providing individual document tracking and alerting to address errors (damaged or missing documents) real-time during fulfillment. • Dedicated Quality Assurance Team that performs Root Cause Analysis, coordinates remediation and plans continual process improvements.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 129 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend Quality Control
Infosend has been in business since 1996, with the founders starting the business with the assertion that comprehensive process controls, quality and customer service can make a difference to organizations sending critical documents. Anyone can process and output a document using standard technology, but to do it well and defect-free requires well-designed technology and controls. InfoSend's strength is in its well-designed tools, procedure, people and culture that demand high volume output with over 99.99966% accuracy.
InfoSend's document output platform and manufacturing operations have been designed using Six Sigma guidelines for engineering the solution and service. InfoSend strives to achieve stable and predictable results while continually sustaining quality improvements across the entire organization. InfoSend seeks continuous improvement of the business process using the DAIC methodology:
D - Define a problem or improvement opportunity.
M - Measure process performance.
A - Analyze the process to determine the root causes of poor performance; determine whether the process can be improved or should be redesigned.
I - Improve the process by attacking root causes.
C-Control the improved process to hold the gains.
Whenever defects which are not detected and remedied as part of standard procedure, the issue is logged and escalated to a Quality Assurance Team which will perform Root Cause Analysis (RCA), perform remediation and present a report to Executive Management.
Quality Control for Data Processing, Print, and Mail
InfoSend's Quality Control for Data Processing, Print and Mail are designed according to the following workflow, ensuring checks and balances throughout the process to eliminate the cause of defects in client output:
1. Client Data Transfer, Format Integrity and Job Code Assignment
2. Document Composition, Address Integrity and Sequencing
3. Print Operator Checks
4. Pre-production Review and Staging
5. Manual Fulfillment
6. Bulk Mail Insertion and Checks
7. Daily SLA Checks
Automated 2D Barcode Accuracy System
Infosend leverages an automated 2D barcode system, which ensures manufacturing accuracy of client output. Key Components include:
2D Barcode Scanner & System Monitor
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 130 Provide Data Processing, Printing, Mailing and Inserting Services Printing
Each document is printed with a unique 2D barcode on the address block, and this barcode is stored in the Infosend database.
Scanning
A scanner checks every document as they are inserted on InfoSend inserting equipment. The envelope window is scanned and the documents are reconciled in real time with the original document print stream database, ensuring each mail pieces is accounted for.
Reconciling
The 2D barcode monitor provides real-time alerts for any out-of-sequence, missing, duplicate, misread or invalid document discrepancies during production. If a document is missing or jammed, it will be reproduced. The machine operator must signal a supervisor every single time there is an out of sequence error and receive sign-off on the resolution.
Infosend will not mail any batches which have unresolved errors (e.g., missing mail pieces).
File Cancellation and Document Pull Request Procedures
InfoSend's CS department accepts requests to cancel entire batches or pull select documents from a batch as a standard function of the department. This request can be placed through InfoSend's online website support ticketing system, via email, or by calling the 800 number. The request is then documented by the CS team and communicated to the InfoSend production departments through our internal systems.
1. File Cancellation: These requests are typically submitted to InfoSend just after file transfer but before printing. InfoSend's CS personnel will immediately change the status of the Job to prevent any further progression through the Infosend manufacturing environment and remove the Job batch from the queue. Clients utilizing the Sample Approval workflow will have the option to cancel their own job, which will then be removed from the queue.
2. Pull Document Requests: These requests are typically submitted by the Client after the file is processed and prior to mailing.
Ideally, these requests would be submitted to the CS team prior to the mail piece receiving the "Quality Control" timestamp in the website's client-facing job tracking system. Once the job has been marked as completing Quality Control, it will be moved into Mail Preparation. For this reason, Pull Document Requests made after the job has passed through QC should be communicated directly via phone call to ensure that they are handled immediately to minimize the chance that the piece is processed for mailing. The document to be pulled will then be intercepted after the document is printed. Pulled documents can either be recycled or returned to the Client.
InfoSend Exception Processing
In addition to providing the ability to entire batches or pull select documents from a batch, InfoSend also offers Exception Processing. InfoSend's Exception Processing is an optional module that automatically separates documents that require special attention during processing. With Exception Processing clients may review then choose to suppress, release to InfoSend, or print the document locally on a timeframe that will not affect the timeline for production of the main batch.
Any records that are approved in the Exception Processing portal will be combined into a new job automatically at Midnight Pacific, allowing clients a convenient way to search for and manage unique records.
When new records are added to the Exception portal, they will be set to "new" status by default. Any time a user updates the status of a record, the action will be logged both in the interface and in the Exception Processing reports. Modifications made to a record may be overwritten. For example, one user can "approve" a record, and then later that day the status could be changed to "hold". Changes can be made up until midnight Pacific time when a sweep of approved records occurs to release the documents for manufacturing by InfoSend. Any bills set to "cancel" or "internal print" will be removed from the Exception Processing portal at this time. Only bills set to "hold" or "new" will remain in the portal from one day to the next if left unmodified.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 131 Provide Data Processing, Printing, Mailing and Inserting Services Exception Processing Search Fields
LEGEND
NEW - NEW
Name
Cy-RE:
aо HOLD Cyc:
"CANCEL
CID:
LID:
Date (MM-DO-YY): 10 5-5
• APPROVE SPCL Status:
(Setmit Search
tame Cyc Rte GID LID Date Mooted Amount Save
John Smit 40000 12345 09-06-11 619 M
Bob Customer ec000 3456 09-06-11 899D1
ABC Homes he 55/89 09-06-11
11 10000 09-06-11 H
Criteria
During implementation, clients can specify criteria or data for what would cause an exception and require additional review of a document prior to distribution.
• Example using criteria: Bills with an amount due exceeding $10,000 • Example using a flag: Client data file provides a data field to indicate that the account should be intercepted • Example using a support file: Client sends a support file that lists the Exception Processing accounts.
Reporting
There are two kinds of Exception Processing reports:
1. The exceptions daily report lists the total number of actions (approve, cancel, hold etc.) by each user ID. It also lists the canceled account numbers.
2. The exceptions monthly report is a monthly count of the number of approved documents, canceled documents, etc.
16. Ability to allow for an electronic submission of multiple Business License renewal files including first notices, delinquent notices, and final notices.
InfoSend currently satisfies this requirement for the City.
On a 24/7 basis, data files can be sent to InfoSend via FTP or SFTP or clients can also log in to InfoSend's secure website and upload files using the HTTPS file upload method. Optionally, and depending on client security requirements, password protected or PGP/GPG encryption can be utilized on the files. When a file is received, it is automatically time-stamped and logged in InfoSend's Job Tracking database.
17. Business License renewal files will be in PDF form and must be able to be uploaded to vendor platform and printed on renewal invoice design.
InfoSend currently satisfies this requirement for the City.
InfoSend has a unique solution that can accept print-ready PDFs but still modify the output to drive mailing workflow and marketing messages. The Express PDF solution will parse and modify the addresses, using CASS certified address validation, apply postal barcodes to the finished output, then re-order the documents to meet USPS requirements. In addition, InfoSend's system can output marketing messages right on the output, or with additional pages to the document.
18. Business License renewal forms must have the ability to print in different colors to differentiate each notice type, if City desires
InfoSend currently satisfies this requirement for the City.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 132 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend fully supports color shading of forms to differentiate the notice type. Please find below a few samples of renewal forms and business license certificates.
Renewal Form Renewal Form Renewal Form
VENTURE PRE TE VENTURA BEE
ate rested to ya in a ta conce
www.Chxehlentura.net/tuxinescicenc
Business License Certificate Business License Certificate Business License Certificate
CITY OF ORANGE
CITY OF GLENDORA I SINESS
470800
CERTIFICATE
Thank you for conducting business in Oceanside.
If you have any questions or concerns,
call (760) 435-4500.
resk gode for hard Also to me Oly of Cooper
HOLD OR LEACH - SHE - CHOISLAY
cine nise incises
ASSASSS AS CAPTIS RAT
City of Glendora 12345
BUSNESS TO
CORTFICATE
077512017
SARTORUANSAIN
sara on 0009330-
TINA CONFLOUS PLACE NOTTUNESTER.D.C
19. Business License renewal forms are to be mailed monthly.
InfoSend currently satisfies this requirement for the City.
For the last several years, InfoSend has consistently met the City's preferred mail turnaround time and delivery schedule.
We commit to continue to serve the City with the same level of excellence going forward.
20. Ability to include different inserts with different renewal notices.
Infosend currently satisfies this requirement for the City.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 133 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend Direct Communication Service Highlights
• Single Source Production: InfoSend produced one-time or recurring print runs for special outbound customer communications; avoid juggling vendors and excessive drop shipping costs by producing content with InfoSend. • High Quality Output Range: Support for low cost black and white through full color communications on uncoated or glossy paper stock.
• Online Management & Excellent Customer Service: Dedicated online web request tools and support personnel that provide quotes for any required services, from artwork design through fulfillment. • Selective Inserting: Support for inserting materials within existing customer transactional document, with the capability to selectively insert for specific customers based on client criteria. • Inline and Electronic Inserting: Support for printing marketing materials on the fly, "inline" with customer transactional billing document, as well as show with electronic images produced by InfoSend, for just-in-time manufacturing and reduced postage costs.
• Envelope Messaging: Ability to apply special messages that show through windows or directly on the envelope to ensure customer visibility.
InfoSend Direct Communication Service
InfoSend's Direct Communications Service allows clients to reach their customers with impactful messaging campaigns, leveraging InfoSend's expertise as document production and mailing specialists. With the same emphasis on excellent customer service as InfoSend's core services, InfoSend's Direct Communications (DC) Team provide a comprehensive source to design, develop and send information to your customers in just the right format. The DC Team helps clients avoid juggling vendors and excessive drop shipping costs by producing their content "in house" with InfoSend.
With online tools to request and track production, InfoSend is able to produce an array of communication types, with a range low cost black and white through full color on glossy stock:
• Buckslips
• Postcards
• Letters
• Flyers
• Folded Brochures
• Envelope Graphics
Communications produced by InfoSend leverage InfoSend's Customer Communications Management (CCM) platform to ensure the message is delivered to the right customers on-time and in the desired channels. Communications can be inserted with existing client mailings performed by InfoSend, or printed "inline" with the existing document as an additional page. The communication can also be inserted "selectively", allowing clients to target specific customers.
All mailings and communications can include graphical messaging on the mailed envelope as well, allowing clients to communicate to customers even before the mail pieces is opened.
21. Ability to provide in house design services for the redesign of the Business License renewal forms, if City desires.
InfoSend satisfies this requirement.
The bill redesign process typically begins with an assessment of the services being presented and exploring existing document designs which support the presentation of similar services. One advantage of InfoSend's extensive experience with utilities is that we have 100s of templates to draw from for building a modern document for the presentation of billing services. Your Account Manager will then work with the project team to pick and choose desired features for the InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 134 Provide Data Processing, Printing, Mailing and Inserting Services base document, followed by designing features for special cases. The mock-up process is typically done through Adobe Illustrator, and throughout the implementation process well be working with PDF outputs of the bills. Where possible, we recommend that clients take advantage of the trends made possible through cost-effective full color inkjet printing. This technology has introduced options for presenting billing data to customers using dynamic color, allowing more impactful statement designs that better communicate billing details and important messaging. InfoSend's design team can assist in making sure a utility statement has information hierarchy, appropriate use of color and white space, as well as innovative graphics.
During the redesign process we'll work with your team to test, modify, and improve on bill designs until you get a finished product which meets the goals and expectations of your organization. This often includes a review process which goes beyond the immediate project team to include stakeholders for your organization such as customer focus groups, internal customer services teams, board members, and other members of the community. While Infosend typically does not coordinate these processes, we can be involved to capture input and feedback about the design options and then work with the project team to reconcile this input and incorporate the details into the document designs.
This is typically handled as an iterative process, with several rounds of designs and revisions being presented and worked on until an acceptable output is achieved. Where possible, we'll use technology to shorten the time between iterations, such as making changes on-the-fly via a Zoom call to make changes in real-time in response to client feedback. Your Account Manager will also maintain documentation that allows us to track each use case and any special conditions which are necessary, and to make sure that these are included in the portfolio of documents which are developed and approved for your applications.
22. Ability to upload PDF files of paid Business License Tax Certificates, and to print on certificate design InfoSend currently satisfies this requirement for the City.
InfoSend fully supports this requirement. InfoSend offers a hybrid solution that combines client-provided print files with InfoSend's data import and processing capabilities. We will not simply print image files; we will merge processed data from our system with client output to create a great finished product. Additionally, a common workflow InfoSend supports is designing a PDF upload workflow that merges the client-provided static PDF with the dynamic content managed by InfoSend. This is a popular option amongst InfoSend clients who have existing document output systems or workflows, and would like to handle the design in programs they are already comfortable with.
23. Business License Tax Certificates are mailed weekly, unless the number of accounts is not enough to receive the lowest available postage rate.
Infosend currently satisfies this requirement for the City.
InfoSend's system can be configured to create batches based on multiple source files, as well as wait a predetermined amount of time for more client records to be transferred before beginning the batch processing. InfoSend enters all mail into the USPS as fully automated, pre-sorted, and CASS Certified to guarantee the lowest applicable postage rate.
24. Ability to provide in house design services for the redesign of the Business License Tax Certificates, if City desires.
InfoSend meets this requirement.
Initial design is part of our implementation process. After initial implementation, should the City elect to make additional changes to the statements, InfoSend's Client Change Management process has you covered. During the redesign process we'll work with your team to test, modify, and improve on bill designs until you get a finished product which meets the goals and expectations of your organization.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 135 Provide Data Processing, Printing, Mailing and Inserting Services Archive and Mail
1. Bill Image Archives
InfoSend currently satisfies this requirement for the City.
InfoSend Archiving Services Highlights
• Multiple Channels: Capable of hosting documents within an InfoSend database as well as shipping PDFs via secure FTP or DVD media.
• InfoSend Hosted Option: Secure cloud solution where InfoSend hosts documents for a client-specified historical retention, allowing for reprints and emailing documents on demand. • API Access for Hosted Docs: For clients who choose to have InfoSend host, an API is made available that enables paperless integrations with ERP/CIS/billing systems, as well as online payment providers. • Insert Communications Included: The Infosend system is also capable of including the insert communications as additional pages in the PDF (elnserts), ensuring clients and their customers are viewing the complete document which was distributed. • USPS Mail Tracking: For clients using the hosted solution, USPS mail tracking info is provided for eligible First Class mail, using the IMb Tracing™ service.
• Remit Tracking: Also, for clients using the hosted solution, InfoSend can provide a report of checks mailed back by customers using the included remit stub. A daily report of customer mail and amounts due will be provided, assisting clients with cashflow expectations.
• Final Document Transfer: InfoSend can push PDFs via secure FTP in a standard or customized format, allowing clients or third parties to archive documents on other systems.
2. All "valid" (bills not in error) bill images must be archived as PDF files on the same day the bill files are received by the vendor. This includes bills that are not printed based on requirements from the City.
InfoSend currently satisfies this requirement for the City.
InfoSend's Customer Communications Management (CCM) platform offers a robust, secure and redundant archive service that clients can rely upon to access documents rendered, modified or processed by InfoSend. InfoSend has built a flexible set of options to ensure clients and their customers can access documents in the context that they prefer, including in existing CIS/ERP or billing applications. InfoSend offers PDF delivery and hosted models.
With all options, Infosend is capable of including the insert communications as additional pages in the PDF (elnserts), ensuring clients and their customers are viewing the complete document which was distributed.
1. Delivery via Final Doc Transfer (FDT): For clients who prefer to store and host PDFs within another software environment, InfoSend is able to deliver the PDFs via Final Doc Transfer in the following ways:
• Secure FTP Transfer: Upon batch completion by InfoSend, a PDF file of the batch will be sent via secure FTP to the client with a companion XML index file containing standard details of the PDF batch (account #, PDF page number, etc.). • Custom Secure FTP Transfer: Upon batch completion by InfoSend, the PDF data can be delivered in a complete batch or broken down and sent as one PDF file per account or document. In addition, InfoSend can match PDF file naming conventions or provide index data in a specified format. InfoSend will work with the client to define the workflow, and fees may apply depending on complexity.
2. Hosted via Print Image Archive (PIA): For clients who prefer to outsource the storage and only retrieve PDF documents on demand, InfoSend provides two ways to view documents via the Print Image Archive:
1. Search via the InfoSend Portal: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand from a web interface. By logging into the InfoSend Portal, client representatives can access the archive and search for documents according to standard criteria such as account number or date. In addition, InfoSend provides up to 5 custom InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 136 Provide Data Processing, Printing, Mailing and Inserting Services search fields, specific to the client's data (examples: "bill cycle" or "notice ID"). Documents can be viewed on screen, downloaded to the desktop or emailed.
2. Web Services Integration: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand via an encrypted API query string. This secure option is best suited for clients who have the capacity to integrate the InfoSend archive into a software package on their end. This web interface allows outside solutions to perform document presentment within their own application framework without having to host an archive.
3. Archive files must be easily accessible to City staff via an online interface.
InfoSend currently satisfies this requirement for the City.
Hosted via Print Image Archive (PIA): For clients who prefer to outsource the storage and only retrieve PDF documents on demand, InfoSend provides two ways to view documents via the Print Image Archive:
1. Search via the InfoSend Portal: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand from a web interface. By logging into the InfoSend Portal, client representatives can access the archive and search for documents according to standard criteria such as account number or date. In addition, InfoSend provides up to 5 custom search fields, specific to the client's data (examples: "bill cycle" or "notice ID"). Documents can be viewed on screen, downloaded to the desktop or emailed.
2. Web Services Integration: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand via an encrypted API query string. This secure option is best suited for clients who have the capacity to integrate the InfoSend archive into a software package on their end. This web interface allows outside solutions to perform document presentment within their own application framework without having to host an archive.
PIA Hosted: Search via the InfoSend Portal
For clients looking to outsource the storage and retention of past documents, the InfoSend Print Image Archive search tool is an option that is simple to setup and use. Located within the administrative InfoSend Portal already used by customers to track batches, this option provides robust search criteria along with document download and email options for archived documents.
On Demand Search Options
1. Retention Period: With InfoSend hosting the documents, the batches processed can be archived as long as the client requires.
Fees apply based on length of time and are generally quoted as part of the contracting process.
2. Search Criteria: By default, InfoSend provides search criteria for Name, Account Number, InfoSend Job Code and Date Range.
In addition, InfoSend is able to provide 5 custom fields mapped to the client's data (examples: Bill Date, Due Date, Service Address, Notice ID, etc.).
3. User Access: Since the Print Image Archive is a feature of the InfoSend Portal, there is the option to control which users are able to access the archive. This permission can be set under User Management.
4. Bill images must be stored for 24 months.
InfoSend meets this requirement.
Infosend fully supports hosting the City's documents and batches processed can be archived as long as the City requires.
Fees apply based on length of time and have been provided in the pricing section of this response.
5. Please provide specific details about the archive system:
• Screen shots of the interface
• Search capability
• Print capability
• Process for viewing archived bill images
• Process for emailing archived bill images to specific customers InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 137 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend Archiving Services
InfoSend's Customer Communications Management (CCM) platform offers a robust, secure and redundant archive service that clients can rely upon to access documents rendered, modified or processed by InfoSend. InfoSend has built a flexible set of options to ensure clients and their customers can access documents in the context that they prefer, including in existing CIS/ERP or billing applications. InfoSend offers PDF delivery and hosted models.
With all options, InfoSend is capable of including the insert communications as additional pages in the PDF (elnserts), ensuring clients and their customers are viewing the complete document which was distributed.
1. Delivery via Final Doc Transfer (FDT): For clients who prefer to store and host PDFs within another software environment, InfoSend is able to deliver the PDFs via Final Doc Transfer in the following ways:
• Secure FTP Transfer: Upon batch completion by InfoSend, a PDF file of the batch will be sent via secure FTP to the client with a companion XML index file containing standard details of the PDF batch (account #, PDF page number, etc.). • Custom Secure FTP Transfer: Upon batch completion by InfoSend, the PDF data can be delivered in a complete batch or broken down and sent as one PDF file per account or document. In addition, InfoSend can match PDF file naming conventions or provide index data in a specified format. InfoSend will work with the client to define the workflow, and fees may apply depending on complexity.
2. Hosted via Print Image Archive (PIA): For clients who prefer to outsource the storage and only retrieve PDF documents on demand, InfoSend provides two ways to view documents via the Print Image Archive:
1. Search via the InfoSend Portal: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand from a web interface. By logging into the InfoSend Portal, client representatives can access the archive and search for documents according to standard criteria such as account number or date. In addition, InfoSend provides up to 5 custom search fields, specific to the client's data (examples: "bill cycle" or "notice ID"). Documents can be viewed on screen, downloaded to the desktop or emailed.
2. Web Services Integration: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand via an encrypted API query string. This secure option is best suited for clients who have the capacity to integrate the Infosend archive into a software package on their end. This web interface allows outside solutions to perform document presentment within their own application framework without having to host an archive.
Mail Tracking: All clients using the hosted Print Image Archive from InfoSend are automatically given Mail Tracking. With Mail Tracking, the USPS data is provided via the IMb Tracing™ service, where all qualified mail with an Intelligent Mail Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail to the customer. Only available with mail sent using 1st Class Postage, and not available in some cases with postcard mailings.
Example PIA Search Screen with Mail Tracking Results:
Pape
77.30 203202621
- . 202
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 / 38 Provide Data Processing, Printing, Mailing and Inserting Services Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inbound mail from customers utilizing an included remittance stub in the outbound mail. With Remit Tracking, clients will be able to see when a customer responded to the original mail piece, as well as get a daily report of inbound mail with an estimated value of payment remittances based on the outbound mail, assisting with cashflow expectations. 1 Name Account Numb Job Code Amount Inbound Entry Timi Entry Zip Final Outbound Bill Date Bill Due Date Amount Due 2 JOE CUSTOMER 165975-86246 INFO221A 3/31/2020 20:44 92799 2/26/20209:42 2/21/2020 3/12/2020 $87.23 SUE BUSIN 3/17/2020
4O CONN 261097-69062 3/31/2020 20:31 92799 2/29/2020 11:24 2/26/2020 3/17/2020 $87.23 6 JOE CUSTOMER 204521-63070 INFO221A 51.21 3/31/2020 20:31 92799 3/2/2020 10:58 2/27/2020 3/18/2020 $51.21 7 JOE CUSTOMER 289699-70380 INF0221A 66.2 3/31/2020 22:39 92799 3/2/2020 10:53 2/27/2020 3/18/2020 $66.20 033823430 146-03 233400060-27 26137 3/4/2020 10:15 2/28/2020 3/19/2020 3/31/2020 21:29 92799 3/9/2020 12:27 3/3/2020 3/23/2020 $367.54 97799 3272202010-3 3/4/2020 3/24/2020 S8o.7
3/7/20209:46 3/24/2020
AOECUSTONH 145881-102620 INF0221A 3/31/2020 20:59 92799 3/7/2020 13:05 3/4/2020 3/24/2020 $138.10 8803730 3/31/2020 20:18 92799 3/7/2020 10:57 3/4/2020 3/24/2020 $61.50 15 JOE CUSTOMER INPOLLA 89-2 332202010.36 N51202 399.85 Expected Remit $1,716.55
6. Mailing
• Bills must be mailed via presorted first class mail to maximize postal discounts. • The City should be able to verify proof of delivery to the USPS on an as needed basis. • Customer addresses must be validated and updated as necessary by the vendor using CASS (USPS- certified) software.
• The vendor must provide NCOALink service or other change of address feed for City's billing addresses.
• Multiple bills to the same customer and mailing address shall be matched and inserted in one appropriate size envelope and metered first-class separately, and delivered to the USPS at the same time as all other bills are delivered. These bills require only a single return envelope and single inserts.
InfoSend currently satisfies this requirement for the City.
USPS Compliance and Efficiency Highlights
• InfoSend maintains ongoing USPS regulatory compliance and cost savings on behalf of clients, standard. • Full Service with Intelligent Mail Barcode (IMb) certified, ensuring clients with qualified mailings receive lowest automated postage rate.
• Address validation applied via Coding Accuracy Support System (CASS) and Delivery Point Validation (DPV), improving the accuracy of addresses and lowering postage.
• Customer Move Updates optionally applied and reported via the NCOALink database or Address Change Service (ACS). • USPS Seamless Acceptance Provider verifying mail electronically for acceptance • Detached Mailing Unit (DMU) designation, with USPS personnel on-site at select InfoSend facilities, expediting mail entry into the USPS system and increasing overall efficiency.
• Ability to "house-hold" multiple documents intended for the same customer into a single envelope to provide postage savings.
USPS Compliance and Efficiency
InfoSend's Customer Communications Management (CCM) platform allows InfoSend to distribute client output to multiple channels, including mail via USPS. Infosend, as a mailing service provider, maintains technology and USPS compliance to ensure clients are getting the best postage rates and features from mailings.
Postage is the most expensive component of mailed document production, a very important cost consideration when selecting a document production partner and not all vendors provide the most cost-saving discounts available. Infosend utilizes the following methods to ensure clients are mailing with optimal efficiency.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 139 Provide Data Processing, Printing, Mailing and Inserting Services Full Service with Intelligent Mail Barcode (IMb)
In 2009 the USPS introduced the cost-saving Full-Service mailing option using the Full-Service Intelligent Mail barcode. The Full-Service option provides a number of benefits for qualifying mail pieces. One of the most significant is a postage discount of $0.005 on each qualifying mail piece below the normal lowest pre-sort 5-digit postage rate. Infosend, by default, will implement the Full-Service Intelligent Mail barcode within client documents produced, saving clients many thousands of dollars in postage costs.
Coding Accuracy Support System (CASS)
InfoSend processes each client file through United States Postal Service (USPS) certified and approved software to ensure the Coding Accuracy Support System (CASS) routine is run. The CASS system improves the accuracy of carrier route, 5-digit ZIP, ZIP + 4, performing Delivery Point Validation (DPV) on mail pieces, and digitally presorts the order of mail for USPS efficiency. Utilizing CASS certification allows InfoSend to obtain the maximum presort postage discounts for client mailings.
USPS Move Updates
Infosend ensures that clients comply with the USPS Move Update requirements. Mailers must use a USPS approved method to keep client customer address database up to date to qualify for presort discounts. Per USPS requirements clients must update the addresses in the database using the information that is reported back by the USPS. Failure to update addresses within the USPS's deadline will result in the loss of presort postage discounts.
InfoSend offers two move update services that are compliant with the USPS:
1. Address Change Service (ACS): When this option is selected the USPS forwards client mail to the new address and records the action in their database. InfoSend retrieves this information weekly and sends clients an electronic report of the forwards.
2. NCOALink Service: With this option InfoSend uses the NCOALink database to find the new addresses during data processing.
The new addresses can be printed on documents before they are mailed, or printed as-is and forwarded to the new address by the USPS.
In either scenario, clients receive electronic reports of the new addresses after each batch is mailed. If a client elects to have the USPS forward the mail, the addresses must be updated within 90 days.
USPS Seamless Acceptance
InfoSend manages USPS compliance by maintaining regulatory and processing standards as a Full Service provider of the USPS, and has certified as a Seamless Acceptance provider for verifying mail electronically for acceptance. InfoSend meets all mail piece design standards for document design internally as well as maintains USPS business relationship account status with the USPS. InfoSend maintains USPS quality data compliance utilizing USPS approved CASS/Pave, presorting and move update software (Quadient) to perform address hygiene, achieves optimal postal discounts and applies move updates along with associated reporting.
Detached Mailing Unit (DMU)
InfoSend's Anaheim headquarters and Downers Grove facilities are designated as a USPS Detached Mail Unit (DMU).
Having DMU status means that outbound first class mail is inspected by USPS employees located at the production facility, removing the need for mail to be inspected after delivery to the USPS. Mail that is presorted at InfoSend's facility is directly entered into the postal distribution system, expediting mail delivery times and increasing the volume of mail InfoSend can induct daily while reducing overhead.
Ongoing USPS Enhancements
As USPS requirements, customer behaviors and client needs evolve, InfoSend will enhance the service offering. InfoSend's dedicated research and development staff stay ahead of the USPS changes and mandates, maintaining close contact with USPS representatives to ensure compliance. In addition, InfoSend's development staff meets routinely to discuss upcoming USPS enhancements, scheduling development far in advance to ensure a seamless transition for clients. Should InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 | 40 Provide Data Processing, Printing, Mailing and Inserting Services any USPS changes, such as rate increases, require client awareness, InfoSend's Client Services department sends email notifications to clients and closely coordinates changes to output to minimize impact.
Print Image Archive and Mail Tracking
This optional service is a document archiving tool used by client customer service representatives to download PDF copies of any document that InfoSend produces. This web application allows authorized users to query the database by customer name, account number, or up to three other custom fields. Clients can also email documents directly to customers from the application.
Clients who purchase the Print Image Archive service automatically get Mail Tracking at no additional cost. The USPS data is provided via the IMB Tracing service, where all qualified mail with an Intelligent Mail Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail to the customer. Only available with mail sent using 1st Class Postage, and not available in some cases with postcard mailings.
Example Search and Results:
See 2
42% SLA PALMA AND 0611-15
Householding
InfoSend has default workflow to "household" into one envelope all bills destined for one mailing address. Householding reduces both the number of envelopes and inserts that are used. "Householded" documents are metered first-class separately, and delivered to the USPS at the same time as all other bills are delivered and will be provided with a single return envelope and single insert.
Reporting
1. File Confirmation Report - Confirm receipt of file transmission.
InfoSend currently satisfies this requirement for the City.
File Transfer Acknowledgement Report
Upon client upload of a data file for processing, Infosend will send the File Transfer Acknowledgement Report as certification of receipt of the file. The File Transfer Acknowledgement Report provides information about the file name, byte size, page/record count and file receipt date. This report is posted to InfoSend's secure web portal for viewing and is also commonly emailed to designated client staff members. *THE SS
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 141 Provide Data Processing, Printing, Mailing and Inserting Services
2. Daily Production Confirmation Reports via email - immediately after processing is complete
1. Volume of bills
a. Received for processing
b. Printed
c. Not printed
d. Total $ value of bills contained in a data file
2. Postage presort breakdown including actual rates
3. Inserts used and insert counts
4. Move Update changes: Addresses changed
a. Customer Name
b. Utility Account number
c. Previous address
d. New address
InfoSend currently satisfies this requirement for the City.
InfoSend's Customer Communications Management (CCM) platform provides clients with the necessary reports to reconcile and receive updates throughout the Data Processing, Print and Mail (DPPM) process. InfoSend standard reporting workflow is provided by default, and is able to provide certain reports in a variety of methods including text files, comma delimited files, HTML formatted reports and in some cases, PDFs.
All reports are available either through the InfoSend website and can also be emailed or transmitted via secure FTP. In addition, clients have the capability of assigning internal contacts that have permissions to access/receive reports.
Process Confirmation Report: The Process Confirmation Report is emailed to designated client staff members as well as posted to the reports section of the web portal after documents have been completed for mailing and released to the USPS. This report provides confirmation that InfoSend has released a job's mail pieces to the USPS for mailing. The Process Confirmation Report can be created in one of three different formats: plain text, XML or HTML.
This report provides the name of the file(s) mailed along with a detailed mail count. For statements, invoices and other financial documents, the total dollar amount is also provided. Additional information can be provided after the "totals" section of the report. For example, addresses that could not be verified for delivery point validation can be listed at the end of this report.
PROCESS CONFIRMATION REPORT
TO : INFOSENO CLIENT
INC.
CONFIRMATION REPORT
95.93. T. N PLEASE CONTACT US AT
(724) 993.2690 OR 955.9330.
0. REFERENCE ORIGINAL SINGLES MULTIPLES UAR/SPECIAL TOTAL
FILE(S)/SPECIA
1. DLY0319A TATEMENT DATE: 3/19/20149 27 • 2390
TOTAL 2363 2390
**• END OF PROCESS CONFIRMATION **
INFOSEND CLIENT DATE: 03/28/2814
UNDELIVERABLE ADDRESS REPORT
FILENAME: OLY@319A(OLY.0319.STMT.TXT]
NO.
411 - Mailed out 51.63
SAMPLE C Invalid Priso undery
L01 MALL STREET
2. 19418560-48 80.36
AMPLE CUSTO 2p. coded but talled opr
24 BALM TERRACE
SAN FRANCISCO CA 94112
Process Summary Report: The Process Summary Report is a detailed PDF document that summarizes key data points contained within a document run batch. If a client chooses to review sample files prior to printing, the Process Summary InfoSend, Inc. | www.infosend.com nfoSend Response to City of Garden Grove RFP No. S-138 142 Provide Data Processing, Printing, Mailing and Inserting Service Report will be included as a cover page within each set of samples. It is also posted to InfoSend's "Reports" tab of the web portal in PDF form. The Process Summary Report details important information such as data files that were included within the job, document details such as page count and batch amount if documents are bills, print output information, suppressions, inserts included, and USPS presort counts and estimated postage. infosend Process Summary Report
Job Code: INF0929A
Report Generated 10:04am September 29, 2013
Data Files
Ellename File Received
INFOSEND_BILLINGDATA_20130929A.TXT 2013-09-29 09:25am
INFOSEND_CYCLEDATA_20130929A.TXT 2013-09-29 09:25am
Batch Amoun
weE Pager Tolal Page
12000 12,000 18,000 $900.000 00
Print Output
Account- total paces
11,000 10,000 14,000 $800,000.00 10,005
Suppressions
Accounts First Pages Total Pages
250 250 250 $25,000 Undeliverable Address
250 250 250 S25.000 Client Suppression Rule(s)
250 250 250 S25.000 •Billing Paperless Suppression
250 | 250 250 |$25,000 InfoSend Exception Processing
Inserts
Name
N3896 - Onine Payment Options 5,460
N3904 - Fat Water Conservation 10,000
Postage Summary
Name
Presorted Mailpieces 9,000
Non-Presorted Maiploces 500 $220.00
Non-Barcoded Maipieces 350 $154.00
Extra Postage (Non-Standard Mallpiece) 150 $112.50
Address Update Report: Address Updates including NCOALink hits or ACS updates are provided in InfoSend's reporting section. The ACS/NCOALink report is available in three formats: plain text comma delimited, XML or HTML. Most address update reports are either comma delimited or XML formatted so that InfoSend's clients can automate the process of loading updates into their customer information system.
Address Updates
You may view your ACS/NCOA reports by clicking on the corresponding links.
Date Jobcode Viewed
2014-03-20 12:10:45 N_DLY0319A
2014-03-14 16:54:16 N_DLY0313A
2014-03-07 13:06:08 N_DLY0306A
2014-03-04 16:50:55 N_ DLY0304A|
Shineound Matr Account hum baddr MAddr? MSt Mzip COAType Reason 700003880 207515 INPOSOTA 000000-01 123 Water St WOODLAND CA 91364 123 Water St Woodland Hi CA 91367-4545 NCOA LOC ANGRIE CA 90011-5518 4240 E La Palma Los Angeles CA 90011-3329 NCOA 700004156 5454 Main St LOS ANGELEC: 90015-3721 5454 Main St LOS ANGELE CA 90011-3721 UAA 491:ZIP+4 coded but failed DPV because of invalid primary TORRANCE CA 90501 456 Water St TORRANCE CA 90501 UMA 411:Imalid Primary Number 207315 INPOSOTA 1124 water St LOS ANGELE CA 3015 124 Walt ST LOS ANGELE CA SU1S UAR 491:ZIP+4 coded but failed DPV because of invalid primary 700004048 000000-06 474) trama LONG BEAO CA 90802 4241 E La Palma LONG BEACH CA 90802 UAA 491:ZIP+4 coded but failed DPV because of invalid primary 700003938 107315 INF0307A 000000-07 LOS ANGELE CA 90007 5455 Main St LOS ANGELE CA 90007 RETURN-UAA V - Vacant 200003967 107215 NF0207A COC007 S45S Main St LOS ANGHISC 90007 5455 Main St LOS ANCHIS CA 90007 RETURN-COA Security
1. The vendor must provide necessary security to protect the City's data from unauthorized access. Please provide details about the security measures that are in place. Include procedures for ensuring that only authorized persons are admitted to the production floor.
InfoSend currently satisfies the City's security requirements.
InfoSend Security Procedures Highlights
• InfoSend employs industry best practices while complying with numerous regulatory requirements for protecting client data.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 143 Provide Data Processing, Printing, Mailing and Inserting Services • Compliant and/or audited by third parties for PCI-DSS Level 1, HIPAA, SSAE18, GLBA and FACTA. • All Facility Physical Premises Secured
• Secure Encrypted Data Transfer and Storage Practices
• Secure Segmentation Client Data
• Secure Disposal of Client Data
• Firewalls and Web Application Security
• Background Checks and Drug Tests for All New Employees • Annual Security Policy and Awareness Training for Employees • Formal Suspected Breach Escalation, Review and Notification Process Incident Response Plan
InfoSend's Incident Response Plan is a component of our Information Security Policy, which is confidential and proprietary.
InfoSend will provide our detailed Incident Response Plan upon execution of a non-disclosure agreement.
Infosend has a Computer Incident Response Team (CIRT) comprised of both management and information security employees responsible for implementation of our Incident Response Plan in response to cyber-attacks that includes the following components:
• Detection
• Confinement
• Establishment of Emergency Business Continuity Plan
• Analysis of Intrusion/Forensic Investigation
• Post Forensic Recovery from the Intrusion
• Ensure Proper Security of the System & Network
• Restore Affected Services
• Implement Mandated Reporting
• Update Security Policy to Reflect Lessons Learned
InfoSend's non-confidential Security Procedures are provided below.
Infosend Security Procedures
Infosend's Customer Communications Management (CCM) platform is responsible for processing and distributing consumer communications. As such, physical infrastructure, data and computing environment security and safety are paramount to protecting consumer information on behalf of clients. InfoSend's systems, security processes, and practices are currently subject to the rules and regulations of multiple laws and/or audit types:
• Payment Card Industry Data Security Standard (PCI DSS) • Health Insurance Portability and Accountability Act (HIPAA) • Statement on Standards for Attestation Engagements (SSAE 18) • Gramm-Leach-Bliley Act (GLBA)
• Fair and Accurate Credit Transactions Act of 2003 (FACTA) InfoSend approaches the risk of data breach via the following methodologies:
1. All Facility Physical Premises Secured: All InfoSend facilities are locked and protected at all times, with access requiring security authorization by Infosend. InfoSend employees have issued I.D. cards that must be worn at all times. Guests are strictly monitored and chaperoned.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 144 Provide Data Processing, Printing, Mailing and Inserting Services
2. Secure Encrypted Data Transfer and Storage Practices: All data files can be PGP encrypted during transfer, and all web traffic utilizes HTTPS, ensuring secure communications both ways. Data is stored with both encryptions at rest and extensive compensating controls.
3. Secure Segmentation and Disposal of Client Data: Data is segmented between each InfoSend customer to ensure no commingling or erroneous joining can occur. All programs and workflows are custom-tailored to the client, ensuring program failure and employee notification in the event data is somehow manually entered into a workflow.
4. Secure Disposal of Client Data: All client data, whether digital or printed is disposed of securely with degaussing and shredding required.
5. Firewalls and Web Application Security: InfoSend limits traffic to and from each facility to business essentials, and employs numerous technologies to detect and thwart intrusion attempts. InfoSend regularly undergoes penetration tests with outside vendors.
6. Background Checks and Drug Tests for All New Employees: All InfoSend employee identities are verified and checked for criminal history before acceptance. In addition, employees are administered and must pass a drug test before hiring.
7. Annual Security Policy and Awareness Training for Employees: All InfoSend employees are given training on security procedures and risks at least annually, ensuring awareness and compliance.
8. Formal Suspected Breach Escalation, Review and Notification Process: All employees are trained to report and escalate suspected breaches or breach attempts to their manager immediately. If client data was at risk, and the breach is not ruled out after a second internal review, then the client is notified and Infosend pledges full cooperation during the further investigation.
Physical Security Details
InfoSend facilities employ physical site security measures such as zoned and controlled access, cameras, alarms and other theft deterrents. In addition, InfoSend ensures that only approved personnel handle client information and materials.
Buildings are locked at all times with approved personnel access controlled by key cards. All visitors are required to sign a visitor log, wear a visitor badge and will be escorted while in the building. Additionally, InfoSend maintains a West Coast Headquarters and a Midwest facility for business continuity, as well as to support the growing needs of our customers.
These production facilities are located in Anaheim, CA, Downers Grove, IL, Fort Worth, TX and Fort Myers, FL. Each facility operates with mirrored processes and compatible equipment. InfoSend has a tested disaster recovery plan and a secure off-site data center.
Systems Hardening
InfoSend performs the following systems hardening functions:
• System-wide security policies protect data from internal and external threats • New users must change system-generated passwords upon the first login • Real-time HTTP and HTTPS application layer security inspection • Require special characters and minimum length security passwords • Require password changes every 3 months
• Vendor-supplied default or guest accounts are protected or deleted • Start-up passwords must be created in a manner that is not predictable • Anti-virus definitions are updated automatically as they become available to protect client data from viruses, Trojan horses, worms, etc.
• Anti-virus software is installed on each Windows PC, and on the corporate mail server • Process hardening through use of SELinux
• Live log analysis and file integrity scanning
InfoSend, Inc. | www.infosend.com Info Send Response to City of Garden Grove RFP No. S-1386 145 Provide Data Processing, Printing, Mailing and Inserting Services • Install and maintain the most recent service packs
• Monitor security rollout packages, install patches as needed • Remove unnecessary applications
Remove unnecessary services and default settings
• Monitor security rollout packages, install patches as needed Continuous Improvement
In an effort to continue core operations and provide the excellent support our clients rely on, InfoSend understands the importance of continued improvement of our security practices. Security is at the forefront of this improvement process.
Through our extensive research and proactive measures, Infosend clients can be assured that their data is protected and handled with the highest industry-standard measures of care.
2. Describe in detail how security is handled for information shared between the vendor and the City via email or online.
All sensitive data files have been transmitted securely via Infosend's secure web portal or by SFTP. No sensitive information is emailed. Critical data is never sent over clear-text email. In addition, any report that is available via email can instead be downloaded from the secure website over HTTPS and PGP encrypted and downloaded from an FTP server.
All computers are actively monitored with anti-virus and anti-spyware software, and user accounts aren't permitted to install software with network administrator permission. Audit trails and system logging are set up where appropriate.
InfoSend staff, upon hire and annually, are trained in email communications etiquette and security protocols.
Online Security Highlights
• Secure Encrypted Data Transfer and Storage Practices: All data files can be PGP encrypted during transfer, and all web traffic utilizes HTTPS, ensuring secure communications both ways. Data is stored with both encryptions at rest and extensive compensating controls.
• Secure Segmentation and Disposal of Client Data: Data is segmented between each InfoSend customer to ensure no commingling or erroneous joining can occur. All programs and workflows are custom-tailored to the client, ensuring program failure and employee notification in the event data is somehow manually entered into a workflow. • Secure Disposal of Client Data: All client data, whether digital or printed is disposed of securely with degaussing and shredding required.
• Firewalls and Web Application Security: InfoSend limits traffic to and from each facility to business essentials, and employs numerous technologies to detect and thwart intrusion attempts. InfoSend regularly undergoes penetration tests with outside vendors.
3. The vendor must allow site visits by City personnel.
City of Garden Grove representatives are welcome to visit any of our facilities at any time.
Paper Supplies
1. The vendor must be able to reproduce the preprinted and perforated paper stock that can match or exceed the quality of the current stock and provide the same number of preprinted colors.
InfoSend currently satisfies this requirement for the City.
Infosend has supported this requirement since 2016. InfoSend supports this requirement with our roll-fed inkjet printing technology. We do not require the purchase and inventory of forms and will print all document elements 'on demand'.
Infosend duplex prints onto rolls of paper, adds the perforation during the print process, and uses finishing equipment to cut paper down to size.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 146 Provide Data Processing, Printing, Mailing and Inserting Services
2. The following envelopes must be provided by the vendor:
• A single window #10 mailing envelope
• A single window #9 security return envelope
• Provide incoming envelopes that offer the ability to identify it is business license related, such as color coded, or some other identifiable mechanism.
InfoSend currently satisfies this requirement for the City.
InfoSend Standard #10 and #9 Envelopes
InfoSend is proposing our standard envelopes.
Our standard and reliable outgoing #10 and return #9 envelopes are predominantly manufactured and stocked by Infosend and have strategically placed windows which allow client logos to be visible for the customer prior to opening, as well as tinting to ensure data privacy.
For all clients that use standard envelopes, InfoSend's standard double window #10 and single window #9 envelopes are sustainably produced and are provided at no additional cost to clients. The Sustainable Forestry Initiative ensures materials are sourced from sustainably managed forests. Please visit www.sfiprogram.org for more information.* Finally, InfoSend, by default, will implement the Full-Service Intelligent Mail barcode within client documents produced, saving clients many thousands of dollars in postage costs.
In addition to our standard envelopes, Infosend also offers remit envelopes with color bars at the top edge facilitate identification of the payment type for sorting to the appropriate City department.
Standard #10 Envelope
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 147 Provide Data Processing, Printing, Mailing and Inserting Services Standard #9 Envelope
•
+
+ + + +
Optional Remit Envelopes
PLACE
STAMP
HERE
3. The vendor must accept inserts printed by other vendors, and provide insert printing services as well. Please provide insert specifications and pricing.
InfoSend currently satisfies this requirement for the City.
Inserts and messages can be added/revised/deleted prior to each data transfer. The Insert Management tool is designed for clients to control what additional materials will be included with the standard output. Clients may request Infosend Produced Inserts as well as schedule drop-shipped inserts from within the tool. The tool also provides the history of all Insert requests for client reference.
This tool asks users to input an insert name as well as select the type of insert. InfoSend Produced Inserts will be printed at InfoSend's facility or a local offset printing partner, Drop Shipped inserts must be sent to InfoSend, and Online Billing inserts are electronically presented.
For InfoSend Produced inserts, users are able to use the automated Insert Management tool to select insert printing specifications. This form also allows users to upload artwork files for review by InfoSend's team.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 148 Provide Data Processing, Printing, Mailing and Inserting Services The tool allows users to designate the job types inserts should be included with, as well as specify the quantity and run dates. InfoSend also enables users to utilize selective inserting. Selective inserting is a dynamic technology that specifies which inserts will be included for certain account types.
Here is a list of the last 50 insert requests made by your organization.
Show All Inserts
Insert Run Request Insert
Submitted Insert Status Programs Detalls
Name Date Type
On
*** June 2012 EU Today 2012-05-25 to 2012-05-18 Insert is Approved INF Drop View Newsletter 2012-06-25 16:04:21 and Active Shipped
*** May 2012 Electric 2012-04-25 to 2012-04-30 Insert is Approved INF Drop Dispatch 2012-05-24 07:27:32 and Active Shipped View
2012-05-03 to 2012-04-04 Insert is Approved INF InfoSend *** May 2012 EU insert 2012-06-01 12:05:06 and Active Produced View The City can also designate insert billing options on the next screen. Once the insert request has been completed, users will receive an email confirmation detailing the request. Users must authorize the confirmation before an insert request is activated.
Please refer to Attachment B Pricing Form for specifications and pricing.
4. The vendor must agree to receive shipments of inserts and store/warehouse all forms and envelopes used to process the City's bills.
InfoSend currently satisfies this requirement for the City.
Any special inserts/flyers/stuffers prepared by the City can be inserted with the bills. The City can drop inserts off or have them shipped to InfoSend where they will be kept in inventory until the end of the run date.
Infosend Warehousing and Inventory Management Highlights • Excess warehousing capacity in all locations, with 49,000 square feet of warehouse space in Anaheim alone. • Warehouses optimally placed within facilities to ensure efficient and smooth print and mail production flow. • Dedicated warehouse personnel on staff to manage inventory and enhance client support and notification. • Strictly controlled intake procedure ensures all drop shipped or internally produced materials match expected quality and counts before storage.
• Inventory controls ensure that Infosend staff manages client reorder points while monitoring inventory levels with daily, weekly and monthly counting cycles.
5. Ability to provide paper sources that are products made/manufactured in the United States of America.
InfoSend meets this requirement.
We source our papers from Willamette Falls Paper Company located in West Linn, Oregon.
InfoSend Reliable Production and Materials
• Standardized Environment: InfoSend's standardization in production and materials provides reliability and cost effectiveness for clients with a diverse array of needs across countless industries. • Effective Paper Stock: Standard 24 Ib. blank paper utilized to strike the right balance between cost and reliability. • Customized Perforation: Multiple perforation locations are supported to ensure lockbox compatibility.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 149 Provide Data Processing, Printing, Mailing and Inserting Services • High Speed Digital Printing: Printing using laser or inkjet technology: black, grayscale, black plus one or more spot colors and full color printing are all supported.
• Effective Envelope Stock: Standard and reliable outgoing #10 and return #9 envelopes predominantly manufactured and stocked by InfoSend and have strategically placed windows which allow client logos to be visible for the customer prior to opening, as well as tinting to ensure data privacy.
• Computerized Mailpiece Inserting: Documents at InfoSend are tagged and tracked through the production environment, including mailpiece integrity software which ensures accurate insertion of the printed page into the envelope prior to delivery to the USPS.
• USPS Compliance and Automation: All documents are presorted prior to induction into the mail stream to ensure the lowest possible postage rate. InfoSend's Anaheim and Downers Grove facilities are each designated as a USPS Detached Mail Unit (DU), meaning USPS personnel are onsite authorizing mail to head straight to regional sort centers and bypass the local office.
Customer Support and Disaster Recovery
1. Customer Support
• The vendor must provide unlimited customer support during the hours of 8:00 am - 5:00 pm, Pacific Time
• Provide procedures for after-hours support.
• Provide a list of company holidays.
• Provide contact points for customer service.
InfoSend fully satisfies the City's customer support requirements.
InfoSend Client Services Support Highlights
• Dedicated Account Manager from implementation also assigned to monitor and provide support. • Dedicated Support Staff for reviewing and responding to incoming issues. • Multiple communication channels available for client preference: web support ticketing tool, email, and phone. • Proactive support initiated by InfoSend staff when client data issues are detected by InfoSend Quality Control processes. • Issues tracked via InfoSend CRM tool, ensuring full resolution before the ticket can be closed InfoSend Client Services Support
InfoSend's mission to provide the industry-best support requires excellence and attention to detail within the Client Services (CS) department. InfoSend has designed support around extensive procedural controls to ensure client output is handled accurately and issues are addressed expeditiously. The following describes InfoSend's standard support coverage, the services that are included as part of annual software support, a listing of call priorities and an outline of escalation procedures.
InfoSend offers emergency an after-hours support line. An after-hours answering service is available 24/7/365. The answering service contacts InfoSend employees sequentially until one receives and acknowledges the call. Requests can be answered within 4 hours. InfoSend provides escalation phone number and contacts during the implementation. After- hours support may be billable. Please note, with the extensive support hours and support channels available, the after- hours answering service being used is extremely rare. Please see typical support channels overview below:
Support Channels and Availability
InfoSend provides the following methods to be reached to initiate a support request:
• 800 Toll-Free Telephone support: (800) 955-9330
• Email via [email protected]
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 150 Provide Data Processing, Printing, Mailing and Inserting Services • Free electronic access 24 × 7 at www.infosend.com with the following online benefits:
• Log, track & close support requests
View & update support requests
Access published documentation
Access available downloads
• Download reports
• View Job Tracking statistics
• Download sample files in PDF format
Standard hours of support are from 6:00 AM Pacific to 6:00 PM Pacific, Monday through Friday, excluding designated statutory holidays. Weekend assistance is available and must be scheduled in advance and in most cases is billable.
InfoSend recognizes the below holidays and will be closed should they fall on a weekday. • New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day
Inbound Support Ticketing, Escalation, and Resolution Workflow All issues or questions reported to support can be tracked via an online support ticket. Account Managers can provide support via telephone, email or the online support ticket tool that can be accessed by logging into www.infosend.com.
1. Contact Dedicated Account Manager: Each web submission, call or email is handled with personal support. Clients receive support by contacting their dedicated Account Manager. If the client's dedicated contact is not available, the support request will be handled by another cross-trained Account Manager or Senior Account Manager. This representative will be your liaison through the support process, giving you a single point of contact for issue resolution.
2. Request Logging: Each support request can be logged using InfoSend's online Support Ticket Tool. Support Ticket requests are assigned a unique ID and can be viewed by both InfoSend Support and the client's authorized representatives. Support Ticket requests are archived and can be filtered by open and closed requests.
3. Escalation Procedure: InfoSend staff will internally escalate any required internal technical or operational resources to ensure that quality issues are resolved quickly and completely the first time. All necessary modifications are thoroughly tested before being applied to client applications to ensure that the final product meets quality expectations.
4. Ticket Resolution: Once an issue has been resolved, clients are notified of the solution and allowed to review new sets of samples to approve any changes. Extra attention is paid to the new job throughout our production, quality control and mailing process. When all parties confirm that the job is meeting quality expectations through every step in the process, we will approve and release the job for completion.
5. Client Satisfaction: Any concerns or questions around the support being provided may be escalated to the Client Services Director.
Proactive File Halt, Validation Error and Quality Control Support Procedures InfoSend's data processing platform is designed to validate client data and will halt if any anomalies or incomplete data is detected. In addition, InfoSend's dedicated QC process will review all printed outputs to check for issues caused by client data. When issues are detected:
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 151 Provide Data Processing, Printing, Mailing and Inserting Services
1. Alert Notification: InfoSend's internal system will automatically place the Job on hold, open a ticket and alert the CS department via an internal alert system, identifying the client and type of output.
2. Assessment and Follow Up: InfoSend's CS personnel will assess and then follow up with the relevant client contacts to notify of the issue.
3. Resolution: CS personnel will work with the client on how to address the data, either with a new data file or with programming adjustments.
File Cancellation and Document Pull Request Procedures
Infosend's CS department accepts requests to cancel entire batches or pull select documents from a batch as a standard function of the department. This request can be placed through InfoSend's online website support ticketing system, via email, or by calling the 800 number. The request is then documented by the CS team and communicated to the InfoSend production departments through our internal systems.
1. File Cancellation: These requests are typically submitted to InfoSend just after file transfer but before printing. InfoSend's CS personnel will immediately change the status of the Job to prevent any further progression through the InfoSend manufacturing environment and remove the Job batch from the queue. Clients utilizing the Sample Approval workflow will have the option to cancel their own job, which will then be removed from the queue.
2. Pull Document Requests: These requests are typically submitted by the Client after the file is processed and prior to mailing.
Ideally, these requests would be submitted to the CS team prior to the mail piece receiving the "Quality Control" timestamp in the website's client-facing job tracking system. Once the job has been marked as completing Quality Control, it will be moved into Mail Preparation. For this reason, Pull Document Requests made after the job has passed through QC should be communicated directly via phone call to ensure that they are handled immediately to minimize the chance that the piece is processed for mailing. The document to be pulled will then be intercepted after the document is printed. Pulled documents can either be recycled or returned to the Client.
2. Disaster Recovery
•The vendor must have a disaster recovery facility to process the City's bills if the main facility becomes inoperable.
• Provide locations and information about these facilities. • Provide a summary of the disaster recovery plan.
• Indicate the resources the City will be required to provide if a disaster recovery plan is implemented.
InfoSend fully satisfies the City's disaster recovery requirements without the use of subcontractors.
Please refer to the following pages for details regarding InfoSend facilities and disaster recovery operations. Please note that InfoSend will not require City resources in the incidence of activating our disaster recovery process. The City's jobs are supported by our Anaheim, California production location, with backup provided from our three facilities in Illinois, Texas, and Florida. Each of InfoSend's facilities are housed with the same standard materials stock (paper, envelopes) and printing and presort capability. Should Infosend require disaster recovery switchover, the City of Garden Grove will be notified, but we will not require anything of the City beyond normal data transfer and job approval protocols.
InfoSend Facilities
InfoSend is located strategically across the nation, ensuring both disaster mitigation and regional access to the USPS.
Corporate Headquarters & Western US Production Facility 4240 E. La Palma Ave • Anaheim CA 92807
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 152 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend owns and operates its 80,000 sq. ft. headquarters and Western US production facility. This facility sits on a 4.3- acre lot and is one of the premier bill processing centers in California. This facility acts as the primary data center, provides disaster recovery to the other facilities and has a 600KW backup generator that can power the entire facility in the event of a grid failure. InfoSend's Anaheim facility is designated a USPS Detached Mail Unit (DMU) with USPS representatives working on-site. This property also has a separate 25,000 sq. ft. building constructed on campus for additional office and warehouse space.
Midwest & Northeastern US Production Facility
1406 Centre Circle • Downers Grove IL 60515
InfoSend owns and operates a 25,000 sq. ft. Midwest production and disaster recovery facility located In Downers Grove, just west of Chicago, Illinois. This facility is used to process mail for clients located in the Midwest or Northeast, and also serves as an out-of-state disaster recovery facility. The location is designated as a USPS Detached Mail Unit (DMU) with USPS representatives working on-site.
Texas & South Central US Production Facility
4301 Cambridge Road Suite A • Fort Worth TX 76155
infosend
InfoSend's 46,000 sq. ft. Texas Production facility is located in the Dallas - Fort Worth Metroplex and is the main production center for clients in the South and the Central US. This facility also provides out-of-state disaster recovery for InfoSend's other locations.
Florida & Southeastern US Production Facility
13891 Jetport Loop • Fort Myers FL 33912
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 153 Provide Data Processing, Printing, Mailing and Inserting Services infosend
InfoSend's 13,000 sq. ft. Southeastern production facility is located South of Tampa, FL. This facility is used to process documents for clients located in Florida, the Southeast and up the Eastern Seaboard.
InfoSend Northeast Production Facility
41 Rogers Road • Haverhill MA 01835
InfoSend Northeast, LLC is an affiliate organization to InfoSend. It is located in Massachusetts and services clients in the Northeastern US of both InfoSend and InfoSend Northeast. InfoSend provides disaster recovery services to InfoSend Northeast.
InfoSend Business Continuity: Risk Mitigation and Disaster Recovery Highlights InfoSend approaches the risk of technology failure or operational interruption via the following methodologies:
• Operations run under capacity for Data Center, Equipment and Labor Force potential • Specific pandemic protocols to prevent labor shortages and protect employees • Operational and Procedural Documentation
• Redundant Communication Lines
• Server Virtualization Used
• Multiple Forms of Data Redundancy: RAID, SAN, VPN Data Sync and Off-Site Hard Drive Backup • Automated Alerts and 24/7 Employee Coverage
• Disaster Recovery Plan and Preparedness
InfoSend Business Continuity: Risk Mitigation and Disaster Recovery Infosend understands the importance of business continuity. InfoSend's organization and systems are designed to ensure risk mitigation and resilient disaster response in the event of unforeseen events. InfoSend uses its multiple, geographically distinct facilities to ensure regional events do not affect InfoSend operations.
Hundreds of clients depend on our platforms and staff to provide business-critical services. Our excellent client retention track record speaks to our system reliability and high-quality processing. While Infosend has never had to implement a disaster recovery plan in a live environment, a great importance is placed on maintaining and testing a successful disaster InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 154 Provide Data Processing, Printing, Mailing and Inserting Services recovery strategy. InfoSend's knowledge of a strong disaster recovery strategy comes from testing, consultation with IT experts, and from years of research.
InfoSend's approaches business continuity through:
• A. Risk Mitigation
• B. Disaster Recovery Plan
A. Risk Mitigation
InfoSend has designed the organization and systems to mitigate various risks that could impact or completely disable national or regional operations. By building resiliency at the local level, Infosend ensures highly available and secure operations at each facility and system-wide. Risk is mitigated through:
• Organizational Design
• Data Center Design
• Data Backup Design
• Network Security
• Labor Management
• Client Material Redundancy
• Equipment Mirroring
• Facility Mirroring
Organizational Design
1. Operations Run Under Capacity: This ensures that each local facility can endure well above normal interruptions in labor force or fulfillment equipment availability. Employees in critical roles are cross-trained to provide coverage of any specialized
2. Operational and Procedural Documentation: All systems and practices are documented both for internal training and reference, as well as to meet outside audit requirements in order to maintain compliances such as PCI-DSS Level 1 and HIPAA.
3. Redundant Communication Lines: InfoSend's headquarters utilize both wired and wireless lines, with seamless failover should an Internet provider have an outage.
4. Server Virtualization Used: InfoSend fully leverages server virtualization technology, ensuring any critical processes can be hardware agnostic and quickly cut over to other available hardware resources in the event of a failure.
5. Multiple Forms of Data Redundancy: RAID, SAN, VPN Data Sync and Off-Site Hard Drive Backup. Infosend utilizes a combination of these methods to ensure real-time accuracy, redundancy and disaster-proof availability of data.
6. Automated System Alerts and 24/7 Employee Coverage: InfoSend ensures that all systems are automatically monitored and reported on, with failures triggering emails and text messages to employee phones. Multiple employees are cross-trained in systems engineering and administration for around the clock coverage across all facilities.
7. Disaster Recovery Plan and Preparedness: In the event of severe labor interruptions or physical premises becoming incapable of production due to external causes, InfoSend will utilize its Disaster Recovery site to continue operations.
Data Center Design
• Redundant data centers; system architecture uses industry-standard security practices and a multi-layered security approach • Redundancy for all critical servers, switches, etc. Virtualization used to provide automatic backup and restoration of live operating systems
• Highly scalable; system scales horizontally so that additional processing power can be added quickly. Load balancing for high availability
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 155 Provide Data Processing, Printing, Mailing and Inserting Services • Multiple methods of secure data transmission with firewall failover are available to ensure that client data reaches InfoSend securely, quickly, and in whole
• Each InfoSend facility has high speed Internet connections with a minimum of 10mb of bandwidth. Both the primary data center facility (corporate H.Q.) and DR data center use a fiber optic Internet connection from AT&T with a minimum of 100mb of bandwidth. The primary data center also has a backup wireless Internet connection from a different provider. • UPS systems for battery backup and 600KW backup generator to power data center automatically in the event of grid failure • Large secure storage array; all network storage uses RAID and SAN technology • Backup copies of all data files are made before processing; data is backed up to external hard drives, stored in a fireproof safe, and picked up by an enterprise media vaulting service provider • System and facility capacity and responsiveness are constantly monitored with Icinga protocol; alerts sent to internal systems administration staff when potential issues arise
• The system is scaled to prepare for upcoming volume increases. • InfoSend's security and compliance procedures ensure infrastructure is constantly improved and evolved.
Data Backup Design
InfoSend utilizes a secure VPN to ensure the primary data center is continually syncing data to the disaster recovery site.
Server virtualization technology is also leveraged to ensure applications are hardware agnostic and can be configured and run at any of the InfoSend sites with little to no cutover time. All data is committed to encrypted media backup and routinely taken offsite to a secure location.
Four separate backup methods are in place to protect data and assure systems are fully restored after a disaster of any type:
1. All servers are duplicated at the Disaster Recovery Facility. Data is automatically synced between the main facility and the Disaster Recovery Facility over a secure VPN.
2. Server data is backed up to secure encrypted media that are both stored in fireproof safes and taken off-site routinely.
3. The RAID system is used on all servers to ensure that data remains available in the event of a hard disk failure.
4. Network SAN systems are used that expand upon RAID by duplicating the entire network storage system to a redundant node with its own RAID.
Network Security
• HTTPS encryption on all web server connections, server authentication • Client authentication for TCP/IP connections
• Firewalls blocking all traffic unless expressly permitted, no direct connections to the LAN • Only authenticated users of InfoSend's intranet can access the LAN locally or remotely (via the VPN), two-factor authentication required for VPN access
• System attack attempts are monitored and directly reported to system administrators • Limited access points due to tiered permission levels for InfoSend's CRM system, client data access points, storage drives, and networks. Each access point is guarded by separate firewalls. • Separation of firewalls and networks in order to isolate production network. Enterprise-class firewalls are used to safeguard data, using a combination of the layer-3, layer-4, and layer-7 security technologies. • Perimeter network security data/protection. HTTP, FTP, and SFTP networks located within networks behind secured servers • HTTP, FTP, and SFTP set application protocols and application filtering • Continuous monitoring of web applications by InfoSend's system administrators, with automated notifications, enable in the case of threat detection or web vulnerability
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 156 Provide Data Processing, Printing, Mailing and Inserting Services • Static and dynamic packet filtering
• Scheduled testing of InfoSend's systems
• Meets rigorous audit requirements
Notifications from McAfee, CERN, etc.
• Data transmission through HTTPS web uploads or FTP/SFTP with PGP encryption • VPN system hardening
• External third-party security monitoring alerts InfoSend if there is a potential security risk Labor Management
InfoSend's employees are cross-trained and can manage tasks that span the entire production process. InfoSend employs more production staff than is required to handle spikes in volume and/or employees being unavailable for any reason. At InfoSend's current size and capacity, operations can run normally with the absence of key personnel with no effect on production.
During periods of pandemic-related labor shortages and/or outbreaks, InfoSend has deployed the following strategies:
• Require face coverings in all common areas
• Distance production staff and equipment by at least 6 feet, following social distancing protocols • Enable remote working arrangements for workers who can perform their duties remotely by providing necessary equipment and secure remote access as needed
• Facility mirroring at InfoSend's 5 nationwide locations allows InfoSend to load balance client production across facilities should a localized shut-down result in sudden impacts
Client Materials Redundancy
• InfoSend's standard envelopes are stored at each facility. • InfoSend manufactures its own envelopes as well as purchases from suppliers to ensure ample inventory. • InfoSend's standard forms (including the blank white form with a perforation) are stored at each facility. • All paper materials required for mail piece production are sourced from American paper mills to avoid global supply chain disruption.
• The custom pre-printed form elements (e.g., logo, statement backer) can also be printed on white paper if a client's custom forms are not available.
Equipment Mirroring
• Intelligent mail inserters (with mail piece integrity) are actively in use at all facilities. • Each facility uses multiple printing and inserting production lines, each that operate independently of the others in the case of equipment maintenance or downtime.
• InfoSend's Job Tracking application logs where each batch is produced and can redirect individual jobs to other facilities on the fly if needed.
Facility Mirroring
Infosend owns and operates facilities in 5 different states: California, Texas, Illinois, Florida and Massachusetts (affiliate). By not relying on third party contracts for DR capacity InfoSend has true Disaster Recovery.
Large clients can opt to have their jobs split from two facilities on a normal day to day basis. This ensures that DR capabilities are continually tested.
All facilities utilize inkjet printing onto white paper and stock standard envelopes (see above sections).
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 157 Provide Data Processing, Printing, Mailing and Inserting Services B. Disaster Recovery
Should one of InfoSend's facilities operations become partially or fully disabled, then the InfoSend Disaster Recovery (DR) Plan is enacted. The DR Plan requires the following steps be followed:
1. Detection: The InfoSend Emergency Management Team (EMT) is notified and assembled to evaluate the degraded operations.
2. Assessment: An Assessment Checklist is completed to assess and assign a DR Response Level.
3. Response/ Facility Failover Checklist: Upon completion of the assessment, InfoSend immediately begins the DR Response Checklist according to the Disaster Level.
4. Notification: Notifications are provided both internally to staff and externally to clients according to the Response Level, including details on service impacts and timelines for resolution.
5. Recovery: InfoSend ensures the completion of the DR Checklist and measures to ensure normal operations have resumed.
6. Facility Restoration: Repairs begin immediately upon resumption of normal operations, and eventual service restoration to the regional facility is planned.
InfoSend Corporation Disaster Levels and Definitions
Level Extent of Damage? Recovery Point Return To Loss of Objective (RPO) Operations (RTO) Function
Level 1 • No critical damage to the location N/A 2 to 6 hours None to • Primary facility and all operations will become Minimal accessible in 6-hour timeframe
Limited damage to equipment
:
Equipment damage could include hardware,
software, mechanical and/or electrical
Data and print operations can be continued at the
site and repairs started immediately
Level 2 • Some damage to the location N/A 6 to 96 hours Minimal to • Facility is accessible but cannot be fully occupied Moderate • Some of the equipment must be replaced
• Data and print operations can resume within 4
business days
Level 3 Heavy damage to the location 6 to 12 Hours 24 hours + Moderate Facility is inaccessible or completely destroyed to
Some or all equipment must be replaced Complete
• Data and print operations can be restored within 7
business days
Maximum Acceptable Outages (MPO) for critical services:
• Provide limited replacement of lost functions within 24 hours • Recover to normal operation within 7 days
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 158 Provide Data Processing, Printing, Mailing and Inserting Services Testing and Documentation
InfoSend's disaster recovery procedures are continuously improved. Documentation is regularly updated as necessitated by new requirements or changes to internal procedure or systems engineering.
InfoSend tests the DR Plan annually with executive management review and approval.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 | 59 Provide Data Processing, Printing, Mailing and Inserting Services Proposal Letter
Proposal Letter (Pages 11-12) completed and executed by an authorized representative of the Proposer.
RFP No. S-1378
CITY OF GARDEN GROVE
PROPOSAL REQUIREMENTS
PROPOSAL LETTER/CERTIFICATE OF ACCEPTANCE
Company Name InfoSend, Inc.
SANDRA SEGAWA, PURCHASING DIVISION MANAGER
CITY OF GARDEN GROVE
11222 ACACIA PARKWAY
GARDEN GROVE, CALIFORNIA 92840
The undersigned hereby submits this proposal on behalf of the above-named Proposer (hereinafter referred to as the "Company") in response to the request to Provide Data Processing, Printing, Mailing and Inserting Services for City of Garden Grove. The undersigned hereby declares that he/she has carefully read and examined the RFP documents including any plans and specifications, and that the Company hereby proposes to perform and complete the Work as required in the Contract.
The undersigned recognizes that this Contract is not exclusive and that the CITY expressly reserves the right to contract for performance of services such as those described herein through other Contractors.
On behalf of the Company, the undersigned agrees to provide services in accordance with the Scope of Services at the hour rates) indicated in its Proposed Pricing if its Proposal is accepted within 120 days from the date specified in the RFP for receipt of The undersigned has reviewed the enclosed contract terms and conditions and agrees to accept all terms and conditions of the CITY's contract unless otherwise noted in the proposal response.
f recommended for Contract award, the undersigned agrees to execute a contrac hich will be prepared by the CITY for execution, within 10 calendar days following Notification of Award. It is understood that the recommendation for contract award InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 160 Provide Data Processing, Printing, Mailing and Inserting Services The undersigned will also deliver to the CITY prior to the commencement of Scope of services the necessary original Certificates of Insurance. If services are authorized t ommence prior to the execution of the Contract pursuant to a Notice to Procee issued by the CITY, pending the execution of the Contract, the services shall be subject to the terms and conditions of the Scope of Services and the Contract. corporated herein and made a part of this Proposal are the Response Data ar oposal Forms required by the Proposal Requirement.
he undersigned acknowledges receipt, understanding and full consideration of th ollowina Addenda to the RFP Documents
Addenda No.
Proposer represents that the following person is authorized to negotiate on its behalf with the CITY in connection with this RFP: Office: 800.955.9330 × 241 Mobile: 949.874.4786
Glen Everroad Government Solutions Email: [email protected] (Name) (Title) (Phone)
The undersigned certifies that it has examined and is fully familiar with all of the provisions of the RFP Documents and is satisfied that they are accurate; that it has carefully checked all the words and figures and all statements made in the Proposal Requirements; that it has satisfied itself with respect to other matters pertaining to the proposal which in any way affect the Work or the cost thereof; and that he/she is legally authorized to bind the Company. The undersigned hereby agrees that the CITY will not be responsible for any errors or omissions in these RFP Documents.
BY:
(Signatur
Russ Rezai
(Type or Print Name)
President
(Title)
[email protected]
(Email Address)
Proposer's Business Address 4240 E. La Palma Ave. Anaheim, CA 92807 Proposer's Phone Number (800) 955.9330
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 161 Provide Data Processing, Printing, Mailing and Inserting Services Bidder/Contractor Statement
Bidder/Contractor Statement (Page 13) completed and executed by an authorized representative of the Proposer.
BIDDER/CONTRACTOR/CONSULTANT STATEMENT
REGARDING INSURANCE COVERAGE
(Submit with IFB/RFP Package)
This signed document must be included with your bid/proposal package in order for your bid/proposal to be considered complete!
IDDER/CONTRACTOR/CONSULTANT HEREBY CERTIFIES that he/she has reviewed ar nderstands the insurance coverage requirements specified in the attached Insuranc Requirements Checklist.
Should we/l be awarded the contract, we/l certify that we/I can meet the specified requirements for insurance, including insurance coverage of the subcontractors, and agree to name the City/Successor Agency/Sanitary District and other additional insureds as per the agreement for the work specified and we/I will comply with the provisions of Section 700 or the Labor Code
yorkers the pensa Con or to ich dertake evensane in accordine andrei on that code, before commencing the performance of the work specified.
InfoSend, Inc.
Please Print (Person, Firm, or Corporation)
Signature of Authorized Representative
Russ Rezai, President
Please Print (Name & Title of Authorized Representative) 01/19/2026 800.955.9330 [email protected]
Date Phone Number Email
Please note that the City of Garden Grove is now contracted with EBIX for insurance certificate management and review services. EBIX will collect the insurance requirements in the contract on behalf of the City. If you are awarded the contract, you will be contacted by EBIX regarding the insurance requirements listed in the sample contract. Please forward all insurance documents to EBIX directly per their instructions when contacted.
NOTE: All insurance certificates and endorsements must be received by or sent to EBIX within ten (10) City working days of the original request or the City reserves he right to proceed with the next lowest responsible bidder or the next highes coring proposer in the process. Please do not send any insurance documents to th City but please use the following email address to send insurance documents to Ebix directly: [email protected].
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 162 Provide Data Processing, Printing, Mailing and Inserting Services Statement of Compliance
Statement of Compliance (Page 14)
GARDEN GROVE
STATEMENT OF COMPLIANCE
The undersigned Proposer declares that the Proposal submitted to Provide Data Processing, Printing, Mailing and Inserting Services, as described in, and in response to City of Garden Grove RFP No. S-1386 was prepared in strict compliance with the instructions, conditions and terms listed in the RFP, Scope of Services and Draft Agreement, with exceptions listed below, if applicable. At least one box for each item must be checked.
RFP Instructions and Terms & Conditions (Check One)
V No Exceptions Taken • Exceptions Taken
Scope of Services (Check One)
No Exceptions Taken Exceptions Taken
Draft Agreement/Insurance Requirements (Check One)
No Exceptions Taken Exceptions Taken
If any exceptions are taken, this Statement of Compliance shall include a narrative that identifies each which the Proposer is taking exception or is recommending change, including the suggested rewording of the contractual obligations or suggested change in RFP, and identifies the reasons for submitting the proposed exception or change. When available, please reference specific line item numbers as provided in the RFP. The City reserves the right to rule as non- responsive and reject any Proposals that are not accompanied with the required documentation as described above.
January 28, 2026
Signature Date
Russ Rezai, President InfoSend Inc.
Printed Name and Title Name of Proposer
14 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 163 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend respectfully requests the following exceptions to the Draft Agreement/Insurance Requirements:
1. InfoSend requests deleting the second sentence of section 4.1 as its insurance carrier will not provide notices to third parties of material changes:
4.1 COMMENCEMENT OF WORK. CONTRACTOR shall not commence work under this Agreement until all certificates and endorsements have been received and approved by the CITY. All insurance required by this Agreement shall contain a Statement of Obligation on the part of the carrier to notify the CITY of any material change, cancellation, or termination at least thirty (30) days in advance and provide a Waiver of Subrogation in favor of the City.
2. InfoSend requests that the parenthetical sum listed in the second sentence of section 18 be corrected to conform to the spelled out "one hundred fifty dollars":
18. Liquidated Damages for Delay. The parties agree that if the total work called for under this Contract, in all parts and requirements, is not completed within the time specified in Section 1, Term and Termination, herein, the CITY will sustain damage which would be extremely difficult and impractical to ascertain. The parties therefore agree that CONTRACTOR will pay to CITY the sum of one hundred fifty dollars ($2150.00) per day for each and every calendar day during which completion of the work is so delayed. CONTRACTOR agrees to pay such liquidated damages and further agrees that CITY may offset the amount of liquidated damages from any moneys due or that may become due CONTRACTOR under the
3. InfoSend requests the addition of a Force Majeure provision:
"Force Majeure. Neither party shall be liable for failure or delay in the performance of its obligations under this Agreement (other than payment obligations) to the extent such failure or delay is caused by events beyond its reasonable control, including acts of God, natural disasters, war, terrorism, labor disputes, governmental orders, changes in law, utility or communications failures, pandemics, or other similar events ("Force Majeure Event"). The affected party shall promptly notify the other party and use commercially reasonable efforts to resume performance as soon as practicable." InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 | 64 Provide Data Processing, Printing, Mailing and Inserting Services Non-Collusion Statement
Non-Collusion Statement: (Page 15)
NON-COLLUSION STATEMENT
REQUEST FOR PROPOSAL S-1386
It is understood and agreed that:
2. After the contract has been awarded, the designed Contractor shall attend a pre-job conference. The Contractor shall be informed of said time and location.
3. No verbal agreement or conversation with any officer, agent or employee of the City either before or after the execution of the agreement shall affect or modify any of the terms or obligations of this proposal.
4. The City will not be responsible for any errors or omissions on the part of the undersigned in making up his proposal, nor will proposers be released on account of errors.
5. The undersigned hereby certifies that this proposal is genuine and is not sham or collusive, or made in the interest or in behalf of any person not herein named, and that the undersigned has not directly or indirectly induced or solicited any other proposer to put in a sham proposal or any other person, firm or corporation to refrain from proposing, and that the undersigned has not in any manner sought, by collusion, to secure for himself an advantage over any other proposer.
6. The Undersigned is licensed in accordance with the Laws of the State of California.
BY: 800.955.9330
(Authorized Signature) (Telephone Number)
Russ Rezai
(Type or Print Name)
President
(Title)
[email protected]
(Email Address)
InfoSend, Inc.
(Company Name)
15 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 165 Provide Data Processing, Printing, Mailing and Inserting Services Designation of Sub-Contractors Form
Designation of Sub Contractors Form (Page 16): If subcontractors will be utilized, the Proposer must submit a description of each firm or person and the Work to be done by each subcontractor. If no subcontractors will be used, then please indicate N/A and include this form in your proposal submittal. The City has the final discretion on the use of any and all subcontractors.
DESIGNATION OF SUB-CONTRACTORS
REQUEST FOR PROPOSAL S-1386
If subcontractors are going to be utilized, the Proposer must submit a description of each firm or person and the work to be done by each subcontractor. This form must be completed and submitted with the proposal even if no subcontractors will be used.
Please write N/A across the form if no subcontractors will be used and include this form in your proposal submittal.
1. Name of Subcontractor: N/A
Address: Phone No:
Individual, Partnership or Corporation: _
Work to be Performed:
N/A
2. Name of Subcontractor:
Address: Phone No:
Individual, Partnership or Corporation: _
Work to be Performed:
N/A
3. Name of Subcontractor:
Address: Phone No:
Individual, Partnership or Corporation: _
Work to be Performed:
4. Name of Subcontractor: N/A
Address: Phone No:
dividual, Partnership or Corporatior
'ork to be Performe
5. Name of Subcontractor: N/A
Address: Phone No:
dividual, Partnership or Corporatior
ork to be Performo
Please attach additional pages if needed. The City has the final discretion on the use of any and all subcontractors.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 166 Provide Data Processing, Printing, Mailing and Inserting Services Attachment B - Proposal Pricing Form
Proposal Pricing Form, Attachment "B" (Pages 31-34) must be complete and must be included along with the proposal package. Partial proposals will be deemed as non-responsive. Attachment "B" must be uploaded as one PDF file on the City's Planet Bids portal under the "General Attachments".
Please refer to the following pages.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 |67 Provide Data Processing, Printing, Mailing and Inserting Services ATTACHMENT "B"
RFP NO. S-1386
(Data Processing, Printing, and Mailing Services)
PROPOSAL PRICING-Page 1 of 4
roposal must include ALL costs and fees associated with providing the services. An es, costs or charges that are not identified in this proposal will NOT b considered or paid by the CITY.
Please DO NOT change/alter this page in any way! This page must be submitted with your proposal.
Initial and Ongoing Professional Services Fees
One-Time Implementation Fee One-Time
nemanted
Includes all phases of the project prior to the
production phase: initial programming, testing,
and implementation.
Professional Services Charges $245.00 Per Hour
For requested programming changes after initial
implementation.
Cost of Materials
Statement Paper Stock Cost $0.0178 Per Sheet
8.5x11", 24 pound paper stock with a micro-
perforation and backer.
Certificate Paper Stock Cost $0.0627 Per Sheet
8.5x11", card stock with a micro-perforation.
Outgoing Envelope Cost $0.026 Per Envelope
Single Window white #10 envelope with security
Return Envelope Cost $0.024 Per Envelope
Single window #9 blue bar envelope with
security tint
Return Envelope Cost $0.024 Per Envelope
Single window #9 green bar envelope with
security tint for Business License renewals
Flat Envelope Cost $0.199 Per Envelope
Applies only multi-page bills that do not fit in the
standard single window #10 envelopes.
31 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 168 Provide Data Processing, Printing, Mailing and Inserting Services ATTACHMENT "B"
RFP NO. S-1386
(Data Processing, Printing, and Mailing Services)
PROPOSAL PRICING-Page 2 of 4
Service Fees
One Page Bill Service Fee $0.067 Per One Page
Bill
Includes transmission, data processing,
simplex black or black with color bill printing,
mail preparation (folding, inserting a 1-page bil
envelope), and delivery to the usps outgoing
Marketing Insert Fee $0.01 Per
Charge for inserting client-provided marketing Additional insert. For example: Newsletter. Page
One Page Certificate Service Fee $0.098 Per One Page
Includes file transmission, data processing, color Bill certificate printing, mail preparation (folding,
inserting a 1-page certificate into an outgoing
envelope), and delivery to the USPS.
Insert Fee $0.01 Per
Charge for inserting other various inserts. For Additional example: Informational letters regarding new Page
legislation.
Mail Processing $Included Per Mail
Includes mail preparation (folding, inserting a 1- Piece page bill and the return envelope into an
outgoing envelope).
Move Update Service Fees $0.30 Per Reported
NCOALink or ACS Service Change
House Holding $ 0.237 Per Mail
This surcharge only applies to multiple page bills Piece that have too many pages to be inserted into the
#10 envelope by machine. This surcharge covers
the necessary manual labor.
3r Party Courier Service $Actual Cost Per Delivery
This cost only applies while the City uses its own Pass Through indicia and prints statements for processing. Actual Cost 32 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 169 Provide Data Processing, Printing, Mailing and Inserting Services ATTACHMENT "B"
RFP NO. S-1386
(Data Processing, Printing, and Mailing Services)
PROPOSAL PRICING-Page 3 of 4
Archive Fee $0.012 - 12 mc Per
0.020 - 24 m Additional
Images must be stored in PDF format for 24
months. insert
Printing and Inserting of City Works insert $0.112 16, 00ert for Paper: White 80# gloss 0.088
Colors: 4/4, printed on both sides
Flat size: 8.5" x 11" Insert prices
subject to change
Tri-fold size: 8.5" × 3.66"
Approx. Qty: 16,000 or 32,000
Frequency: Monthly or bi-monthly
Miscellaneous Information
Piece is inserted into City water bills
Designed in-house; files emailed as pof to
contractor
100-300 quantity returned to City
In house design services $110.00 Per Hour
Provide in house design services for any redesign
of business license renewals, business license
tax certificates, and utility bills.
Contractor must be able to provide all services requested. PARTIAL PRICING PROPOSALS WILL NOT BE ACCEPTED! ALL LINES ON THIS FORM MUST BE
COMPLETED OR THE CITY RESERVES THE RIGHT TO DEEM YOUR PROPOSAL AS NON-RESPONSIVE.
NOTE: The City reserves the right to select the services listed above based on the current fiscal year budget. There is no guarantee that all services listed above will be utilized and become part of the contract.
ADDITIONAL COSTS ASSOCIATED WITH PROVIDING SERVICES:
350 act in aring e to nas Caried MilFe 3200 Certie Mai senice Fee $245.00 Professional Services Rate (per hour)
Please provide a cost break down of how additional costs are calculated, if applicable. You may attached additional pages if needed. 33 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 170 Provide Data Processing, Printing, Mailing and Inserting Services ATTACHMENT "B"
RFP NO. S-1386
(Data Processing, Printing, and Mailing Services)
PROPOSAL PRICING-Page 4 of 4
It is understood and agreed that:
a) No verbal agreement or conversation with any officer, agent or employee of CITY, either before or after the execution of the Agreement shall affect or modify any of the terms or obligations of this Proposal. b) CITY will not be responsible for any errors or omissions on the part of the undersigned in formulating the proposed prices, nor will Proposer be given relief on account of error.
c) The undersigned hereby certifies that this Proposal is genuine and is not sham or collusive, or made in the interest or on behalf of any person not hereir named, and that the undersigned has not directly or indirectly or solicited any other proposer to put in a sham proposal, or any other person, firm or corporation to refrain from proposing, and that the undersigned has not in any manner sought, by collusion, to secure for himself an advantage over any other proposer.
d) The undersigned is licensed in accordance with the Laws of the State of California.
e) All proposals shall be signed in ink by the president, chief executive officer, or individual authorized to act on behalf of the company, with current Power of Attorney if applicable. The name and mailing address of the individual making the proposal must be provided.
Check below where appropriate:
Partnership: That _are partners,
doing business under the firm name of _and that the
co-partnership makes the accompanying proposal.
Individual: That Russ Rezai, President, InfoSend, Inc. is the bidder and makes the accompanying proposal.
COMPANY NAME: InfoSend, Inc.
BIDDERS NAME: Russ Rezai, President
EMAIL ADDRESS: [email protected]
PHONE NUMBER: 800.955.9330
01/19/2026
AUTHORIZED SIGNATURE DATE
34 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 171 Provide Data Processing, Printing, Mailing and Inserting Services InfoSend Data Processing, Print and Mail Pricing Detail Client Volume Assumptions
Customers Contacted or Billed Monthly
~15,000 Utility Statements Printed
~2,000 Business License Renewal Notices
~1,100 Business License Tax Certificates
Number of Batches Monthly
20 Utility
1 Business License Renewal Notices
4 Business License Tax Certificates
Document Production Summary
Utility Bills $0.1348 per document
Package includes: One printed page up to 4/1 ink, InfoSend outgoing #10 envelope, InfoSend #9 color bar return envelope
Finished mail pieces are delivered to the USPS within one (1) business day. If electronic PDF samples (proofs) are requested then the mailing will be completed within one day of sample approval. File upload deadline for next-day mailing is 3:00PM local time at the production facility designated for your account. If samples are required then they must be approved by 5:30PM local time for the file to be mailed by the next business day.
The below green shaded rows provide the components of the summary price given above. All pricing is based on "Client Volume Assumptions" listed and excludes applicable sales tax.
Data Processing
Setup Fee - Express PDF Input Files $0.00 Currently Implemented Setup Fee - Data Only Input Files $0.00 Currently Implemented Document Re-Design Fee $110.00 per hour
Data Security Infrastructure Surcharge $50 per month
Printing and Mailing Service
Utility Bill Data Processing, Printing & Mailing Fee per Page with 4/1 Ink $0.067 USPS Postage
Paste deposit wil e required prior to starting service.
Print Color Options (colors per side) * $0.067 for up to 4/1 printing Batch Fee (per mailing batch under 150 mail pieces) $5.00 Excess Pages Handwork Surcharge (per mail piece) $0.237 Address Updates - per "hit" (address that gets updated) $0.30 NCOA $0.30 ACS
*Prices assume normal ink/toner coverage for business documents. Flood coating the entire page in color or other types of extremely high coverage designs may cost more or not be technically feasible. Extremely high coverage designs can cause content to bleed through to the other side of the page or to cause the page to curl too much to work properly with high-speed mail inserting equipment.
Materials
Standard 8.5" x 11" Paper Stock (per sheet) 5000178
Standard Double Window Outgoing #10 Envelope $0.026
Standard Single Window Return #9 Envelope Blue or Green Bar $0.024 Outgoing 6 x 9.5 Envelope - may be used in cases of mail pieces with excess pages $0.053 Outgoing Flat Envelope (9 x 12) - used for mail pieces with excess pages $0.199 Outgoing Flat Envelope (9 x 15) - used for mail pieces with excess pages (legal size forms) $0.23 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 172 Provide Data Processing, Printing, Mailing and Inserting Services Insert Services
InfoSend Produced Quoted based on specification
Envelope Messaging (Snipes) Quoted based on specification Electronic Inserts $0.01
Inserting Fee $0.01 per insert
Fee to insert an InfoSend produced or Client provided marketing or informational insert. Client provided (drop-shipped) inserts must be professionally packaged and ready for usage. If folding is required then additional fees apply based on folding requirements. Minimum fee is $0.01 per insert for folding. If inserts are not professionally packaged and damaged in shipment or require additional labor to prepare for inserting then additional fees can apply.
Per item fee assumes the insert will be included in all mail pieces. Selective inserting is available but requirements must be reviewed on a case by case basis to determine if additional fees will apply for setup and handling.
Optional Document Services
Enhanced Print Quality $0.02
Print Image Archiving (Per Document Image), with included USPS mail tracking $0.012 - For 12 Months of Retention $0.020 - For 24 Months of Retention
Print Image Archive API Monthly Support Fee $100.00
Final Doc Transfer (FDT) Option 1: $0.015 per document. One PDF will be ovided per batch with multiple documents in
fosend standard batch file format provid
account and page numbers for each record in the
ption 2: $0.025 per document. Each docume
ill be provided in a separate PDF file. A custo
batch file format can be provided if the Infosend
standard format will not work.
Professional Services Rate (per hour) $245.00
Returned Mail Handling $0.35 per reported returned mail piece Remit Tracking $50 monthly support fee
Infosend reserves the right to increase InfoSend Fees on an annual basis starting with the first anniversary of the Effective Date to account for increases in the cost of materials, labor, and other overhead. The Client will be notified, in writing, at least thirty (30) days prior to such price increase. An amendment to the Agreement will not be required if the Fees are changed, unless other terms or conditions of the Agreement have changed. Postage fees can change at any time per USPS regulations and do not require an amendment to the Agreement. Infosend reserves the right to increase paper, form, and envelope fees as needed, with thirty (30) days' written notice to Client, in the event of extraordinary increases to the cost of paper.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 173 Provide Data Processing, Printing, Mailing and Inserting Services Fee Explanations
Data Processing
Setup Fee - Express PDF Input: Requires a final composed PDF is uploaded to InfoSend for processing. Clients maintain control of document look and feel, but InfoSend designs a program to parse the necessary data from the PDF. • Setup Fee - Data Only Input: Requires the client provide a flat data extract, InfoSend creates, hosts and maintains an application to generate documents.
Existing document design is copied.
• Document Re-Design Fee: Using the "Data Only Input" method, InfoSend's Client Services Team assists in redesigning the format of printed documents to improve communications or to take advantage of new printing capabilities.
Data Processing Fee: Per document image that is processed by the Infosend system for output.
Printing and Mailing Service
Print Fee: Price includes baseline number of colors printed on the front and back of the document. All variable and static images are dynamically imaged onto white form with a perforation.
• Postage: Clients are invoiced for the exact postage used. Leveraging InfoSend's USPS compliance and expertise, clients are provided the lowest possible USPS automated rates when client batches qualify.
• Optional Color Upgrades: Different options are available at different prices. Numbers fewer than 4 equal individual colors, 4 equals full color. The number 1 means black or grey. All sheets are billed at the same rate; the price for the sheet with the highest number of colors is the applicable fee. 4 equals CMYK (full color).
Batch Fee: Assessed to cover InfoSend costs when batches transferred to InfoSend fall below threshold. • Inline Insert Print Fee: Price for inserts printed on demand as additional pages. Allows for more dynamic customer messaging without the extra pre- production lead time and overhead.
• Excess Pages Handwork Surcharge: Surcharge is assessed per mail piece (not per page). This surcharge only applies to multiple page bills that have too many • Address Updates - NCOALink or ACS: Per reported update. InfoSend electronically reports the addresses it received in your data that need to be updated because the customer filed a Change of Address Report with the USPS. Cost is per update.
Materials
• Paper Stock: White paper stock with or without perforation. Paper is 8.5x11" and 24lb. Price includes all inventory costs. A larger 8.5x14" format is available at a higher material cost and higher printing cost.
• Outgoing #10 Envelope: #10 InfoSend Standard Double Window Outgoing Envelope. Includes security tint printed on the inside of the paper stock and clear film that prevent the contents of the envelope from being viewed. Sourced with sustainably logged paper (SFI).
Return #9 Envelope: #9 InfoSend Standard Single Window Return Envelope. Includes the same security tint and SFI paper as the #10. • Outgoing Flat Envelope: Single window envelope, only used for multiple page statements that do not fit in the #10 envelope.
Insert Services
Infosend Produced Inserts: Utilizing InfoSend printing and/or design services, inserts can be produced by InfoSend. Price quoted on request.
Envelope Messaging (Snipes): Custom messages and images can be printed onto the standard InfoSend #10 double window envelope as a more cost- effective alternative to pre-manufactured custom envelopes. The price depends on the artwork - number of colors and whether it prints on one or both sides of the envelope, as well as order quantity. Price is quoted upon request. • Electronic Inserts: Fee per digital image of a physically produced insert included in the PDF copy of a document. Ensures that client representatives and client customers can get the same information in the electronic bill as would go out physically. • Inserting Fee: Client provided or InfoSend produced inserts to be included with InfoSend produced mail. Additional fee applies if insert arrives at InfoSend but requires folding prior to insertion. Setup fees may apply for programming selective inserting. InfoSend-printed inserts are quoted upon request.
Optional Document Services
Enhanced Print Quality: The baseline print image quality for transactional documents such as statements and invoices is 600 × 600 DPI. Work produced from InfoSend's Anaheim facility can be printed at an enhanced image quality at an additional cost. This option uses high definition pigment ink & variable drop sizes to achieve a perceived 1200 x 1200 DPI image quality.
Print Image Archiving: Fee per document to process, index, and store a document as a PDF for a set number of months. PDFs are securely accessed using an Infosend website application, and includes USPS mail tracking for all outbound First Class mailed documents. Setup fees may apply depending on configuration needs.
• Print Image Archive API Monthly Support Fee: A flat monthly support fee to provide API access to documents in the InfoSend Print Image Archive. InfoSend will work with the designated third parties that a Client chooses, and provide support and open access to API calls on a monthly basis.
Final Doc Transfer FTP: Each completed InfoSend batch is indexed and transferred to you via FTP or SFP to store on your own network. InfoSend's standard Batch File format is one PDF per batch with an XML companion file providing meta data and page numbers. If the client requires a custom scheme, including individual PDFs per each image in a batch, the Custom fee applies. Note: setup fees may also apply for some custom setups. • Professional Services Fee: Per hour and performed only upon request for customizations made to processing program or document format after go-live.
Work is only started after receiving client approval of a formal quote. • Returned Mail Handling: InfoSend will provide electronic reporting of mail that is returned by USPS, saving clients the hassle of receiving and opening returned mail to update records. All records which are not delivered will be securely destroyed and recycled after reporting. • Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inbound mail from customers utilizing an included remittance stub in the outbound mail. With Remit Tracking clients will be able to see when a customer responded to the original mail piece, as well as get a daily report of inbound mail with an estimated value of payment remittances based on the outbound mail.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 174 Provide Data Processing, Printing, Mailing and Inserting Services Appendix A- References
References/Appendix "A" (Pages 35-36): Provide references from five (5) current local government or public sector agencies, preferably in California, for which the proposer has provided a similar project and brief description of contract scope. Please provide the company name, contact person's name, title, email address and phone number and the dates that you provided the services/contract term. Please make sure that the information provided for your references is current and accurate. References will NOT be considered if the information provided is inaccurate, outdated, or if a response is not received from any reference provided.
Please do not include the City of Garden Grove as a reference.
Please refer to the following pages.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 | 75 Provide Data Processing, Printing, Mailing and Inserting Services RFP No. S-1386
APPENDIX "A"
REFERENCES
Reference 1
Client Name: City of Orange, CA Contact Individual: Lisa Aduna Address: 300 E. Chapman Ave. Phone Number: 714.744.2229 Orange, CA 92866 Email Address: [email protected] Contract Amount: $144,000.00/Year Including Postage Year(s): 2011-Present Description of services provided:
Data Processing Print and Mail; 16,000 documents/month
Reference 2
Client Name: City of Huntington Beach, CA Contact Individual: Kim Engel Address: 2000 Main Street Phone Number: 714.536.5442
Huntington Beach, CA 92648 Email Address: [email protected] Contract Amount:$513,000.00/Year Including Postage Year(s): 2004-Present Description of services provided:
Data Processing Print and Mail, Electronic Bill Presentment and Payment, QuickPay; 57,000 documents/month Reference 3
Client Name: City of Oxnard, CA Contact Individual: Jialan Su Address: 251 S. Hayes Ave. Phone Number: 805.385.7811
Oxnard, CA 93030 Email Address: [email protected]
Contract Amount:$405,000.00/Year Including Postage Year(s): 2012-Present Description of services provided:
Data Processing Print and Mail; 45,000+ documents/month 35 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 176 Provide Data Processing, Printing, Mailing and Inserting Services RFP No. S-1386
APPENDIX "A"
REFERENCES
Reference 4
Client Name: City of Santa Ana, CA Contact Individual: Alex Gutierrez Address: 20 Civic Center Plaza Phone Number: 714.647.5497 Santa Ana, CA 92701 Email Address: agutierrez @santa-ana.org Contract Amount: $270,000.00/Year Including Postage Year(s): 2007-Present Description of services provided:
Data Processing Print and Mail; 30,000 documents/month
Reference 5
Client Name: City of Newport Beach, CA Contact Individual: Jessica Kan Address: 100 Civic Center Dr. Phone Number: 949.644.3309 Newport Beach, CA 92660 Email Address: [email protected] Contract Amount: $225,000.00/Year Including Postage Year(s): 2009-Present Description of services provided:
Data Processing Print and Mail; Data Processing Print and Mail, Online BillPay, Electronic Bill Presentment and Payment; 25,000 documents/month THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL.
PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE. 36 InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 177 Provide Data Processing, Printing, Mailing and Inserting Services Additional Information/Considerations
If your company prefers not to sign the City's standard professional services, please include a copy of the document that you would like the City to review and consider signing. Refusing to sign the City's contract may affect the proposers score or status in the RFP process. There is no guarantee that the City will agree to and sign any agreement included from proposers in the proposal package.
InfoSend agrees to sign the City's standard professional services agreement and has submitted requested redlines with the Statement of Compliance for the City's consideration.
Any and all other requirements as stated in the Scope of Services (Attachment "A") and within this RFP document.
InfoSend has addressed each requirement as stated in the Scope of Services (Attachment "A") and within this RFP document, including items outlined in the Evaluation Criteria.
The successful proposer will be responsible for obtaining a Garden Grove business license before work can begin. Information on obtaining a Garden Grove business license can be obtained by calling 714-741-5073.
Information may also be obtained through the City's website.
InfoSend accepts this requirement.
Failure to submit such items duly executed by an authorized officer of the Proposer's firm may render the proposal incomplete and unresponsive and may cause its rejection.
InfoSend has included all items, duly executed, as required InfoSend, Inc. | www.infosend.com InfoSend Response to City of Garden Grove RFP No. S-1386 178 Provide Data Processing, Printing, Mailing and Inserting Services