Glendora City Council
October 14, 2025

INTRODUCTION
The City of Glendora requests proposals from qualified vendors to provide professional management of the City’s False Alarm Program in accordance with the terms, conditions, and specifications contained in this Request for Proposals (RFP).

The City intends to utilize the successful vendor to efficiently administer the False Alarm Program to include database development and management, accounting services for registration and assessing false alarm fees, and correspondence with residents and businesses. Specific duties include but are not limited to issue and track alarm system permits, perform monthly billing of false alarm fees, collecting revenue from permits and false alarm billings, and collecting revenue from delinquent alarm holders.

The City of Glendora requires a well-managed and financially sound firm with a demonstrated history of experience and technical ability, qualified and trained personnel, secure and wellmaintained facilities, updated and reliable equipment, and high level of customer service to fulfill the requirements outlined in this RFP.

INSTRUCTIONS
The RFP includes a description of the scope of services, proposals requirements, and instructions for submitting your proposal. Failure to comply with these instructions may result in the rejection of your proposal.

No oral representations or interpretations will be made to any vendor as to the meaning of the RFP. Questions regarding this RPF should be submitted through the Q&A section on QuestCDN.

TENTATIVE SCHEDULE
The following represents the tentative schedule for this RFP. Deadline for Final Questions, or Proposal Submission Deadline will be advertised in the form of an addendum to this RFP.

RFP released by the City 06/19/2025
Deadline for Final Questions 07/03/2025
City Responses to Written Questions 07/10/2025
Proposal Submission Deadline 07/24/2025
Contract Approval by City Council 08/26/2025
Commencement of Services 10/05/2025
City of Glendora
QuestCDN#9724860 – False Alarm Program
Management

SCOPE OF SERVICES
The City of Glendora is seeking a vendor that can provide a turnkey false alarm billing and management system under the provisions of the City’s ordinance to include tracking of alarm permits, assessing and collecting false alarm service fees, and collecting delinquent accounts.

The City is interested in a vendor that can provide these services to the City with no upfront costs or financial risk on the part of the City. The City envisions that the successful vendor will retain a certain percentage of all false alarm-related revenue collected and remit the remaining percentage of all permit and false alarm-related revenue collected to the City.

The overall objective of the City is to obtain the services of a false alarm contractor handling alarm registrations, tracking and billing. The responsibilities below describe the City’s general expectations and anticipated work to be performed. The City encourages all vendors to include in their proposal any services they recommend in order to achieve those objectives that are not specifically requested herein.

The purpose of this Scope of Services is to describe the duties and responsibilities of the vendor, and the City of Glendora.

CONTRACTOR RESPONSIBILITIES

1. At the beginning of the project, electronic conversion/import to the vendor’s computer server(s) of the any City alarm program records required to support Contractor Services.

These records may contain any historical City alarm business alarm system locations, responsible party and other alarm data previously developed by or for the City of Glendora.

The vendor shall extract this data from over 13,000 electronic-based permits.

2. The vendor shall be responsible for working with the alarm companies to ensure that alarm permits are acquired for existing and new alarm holders.

3. Create and host a dedicated, secure (SSL encrypted) Alarm Program website for City residents and businesses to obtain false alarm reduction educational materials, review the Alarm Ordinance and appeal requirements, access and update the alarm account information, and afford on-line payment of alarm fees if preferred. Making online payments shall be available to the alarm holder when accessing the website on a desktop, laptop, or any mobile device. This website may be linked by the City to the City website if desired.

4. Register, renew and bill the registration of alarm systems in accordance with the Ordinance. Registrations and renewals may be processed by the mail, email, telephone and/or online. Notice related to registration and renewal may be sent by email or mail based on the alarm user contract information.

5. Ensure that only alarm systems within the City’s jurisdiction are registered.

6. Appoint a Customer Service Representative who will be primary point of contact between the City and the vendor.

7. Update alarm business, alarm system location and responsible party information in accordance with the City Alarm Ordinance. Updated information may be processed by mail, email and/or online.

City of Glendora
QuestCDN#9724860 – False Alarm Program
Management

8. Import bi-weekly or monthly into the vendors alarm billing system, alarm incident data extracted by the City from the City’s CAD System.

9. Track false alarm responses as provided by the City and alarm registration status (such as active or revoked) using the database.

10. Make registration, false alarm, and registration status data available for import and export to and from the City and alarm companies in a Microsoft Excel compatible format.

11. Initialize, maintain, secure and back-up program databases including alarm business, alarm system location and incident data, alarm related financial transactions and account receivable information. The vendor will comply with the provisions of the Alarm Ordinance, and update program business rules to comply with Alarm Ordinance changes as supported by the vendor’s software.

12. Process false alarm incident data, including the matching of false alarm incidents with the alarm system location in the database maintained by the vendor. When new accounts are created based on a false alarm activation, the vendor shall verify if the address is correct and within the City’s jurisdiction and ensure that no duplicate accounts are created.

13. Provide a toll-free citizen customer support telephone line. Such services shall not be outsourced and shall be conducted by the selected vendor. Customer service personnel must have experience in handling the administration aspects (including tracking and billing) of the program and the service must be able to support any citizen’s inquiries about the City’s alarm ordinance, registrations, fines, etc. This support line shall be available Monday through Friday during business hours, excluding holidays.

14. Bill and correspond with alarm businesses and alarm users in accordance with the Alarm Ordinance provisions. This will include but may not be limited to clear and easy to understand invoices and delinquent payment notices. A warning notice will be sent to each alarm user as soon as practical after the alarm user’s first false alarm and each subsequent false alarm preceding the first chargeable incident. Warning notices may be sent by mail, email, or other electronic method based on the alarm user’s accepted contact method.

15. Process fee/penalty payments by mail, online or from other payment channels, as agreed on by the vendor and the City, and apply these payments to alarm accounts.

16. Support alarm hearings and appeals by notifying the City of any such appeals within 7 business days of receiving them. The vendor shall inform the alarm holder of the appeal process and ensure that all supporting documentation is sent to the City’s Alarm Program Representative. The vendor shall update the system with the disposition of any hearing results and send a notification with the appeal decision to the requestor by mail or email.

17. The vendor shall collect and process the information on the required biannual customer lists from the Alarm companies who are doing business in Glendora.

18. Provide the City secure (SSL encrypted), online, on demand access to alarm management information and reports including, but not limited to, alarm account transaction history, alarm system information, invoices, and financial transactions/balances with format and content specified by the vendor alarm management system and the designated bank, and agreed on between the City and the vendor.

City of Glendora
QuestCDN#9724860 – False Alarm Program
Management

19. Perform special collection functions as directed and authorized by the City such as retaining a third-party collection agency by providing delinquent account information to other City Agencies. To the extent permitted by local law, third-party collection fees will be added to the delinquent amounts.

20. Provide and maintain computer equipment, software, mailing equipment and furniture at the vendor’s processing facilities.

21. For the provisions of all services outlined in the RFP, we require the vendor be compensated exclusively from the collected revenues generated by the City’s False Alarm Program. The vendor should be able to reconcile all amounts collected during the previous month and provide the City with an invoice showing the fee calculation and supporting payment reconciliation or have a process substantially similar to this requirement. Once the invoice is approved by the City, electronic transfers would be authorized to the City of Glendora and to the vendor for the proposed revenue share amounts. In addition, based on your delineated costs of tasks, as well as the hourly rates for all staff devoted to this contract, we ask that you include a breakdown of the revenue sharing percentage.

The vendor is responsible for all costs of carrying out these responsibilities including, but not limited to, the cost of staff, facilities, equipment, consumable supplies, and first-class postage.

Only third- party bank and credit card fees, and third-party collection costs (if any) e.g. collection agency fee, and citizen overpayments, if any, will be shared by the parties through payment from gross collections before revenue sharing.

CITY OF GLENDORA RESPONSIBILITIES

1. Appoint a City Alarm Administrator and backup administrator who will be the primary points of contact between the vendor and the City. The Administrator is responsible for overseeing the vendor’s operation of the False Alarm Management Services Program, and accessing program information, as needed, via the vendor’s provided online access.

2. Requesting or supporting the vendor’s requests of Alarm Companies, as needed, to provide system information.

3. Making any and all decisions about the alarm call response, determining whether calls are false alarms, providing any on-scene communication of alarm related information to alarm users, and for entering any alarm related information within the City CAD system.

4. Extracting false alarm incident data from the CAD system and transferring this data electronically to the vendor. The data extraction format will be provided by the vendor and the vendor may provide the City additional software for automating the transfer of false alarm data.

5. Scheduling, conducting and making appeal decisions for any false alarm hearings.

6. Conducting any general public education programs on false alarms.

7. Transferring any and all financial information from the program generated alarm reports to other Glendora financial systems, as needed.

City of Glendora
QuestCDN#9724860 – False Alarm Program
Management

The City is responsible for all costs of carrying out the City’s responsibilities, including, but not limited to the costs of staff, facilities, computer equipment and consumable supplies.

AGREEMENT TERM
The initial contract will be from the date of the award through 10/05/28. The City reserves the right, it is sole discretion, to renew the contract for up to two one-year extended terms. The successful vendor awarded the contract shall not assign or otherwise transfer the same during the life of the initial and any extended term of the contract.

The contract will be awarded based on the prices determined through the initial contract negotiation process. Sixty days prior to the expiration date of the initial term of the contract, the City is willing to re-negotiate yearly pricing (increases and/or decreases) based on market fluctuations. The pricing for each extended term will be evaluated based on what the City deems fair and reasonable pricing. Any requests made by the vendor for a price increase must be fully documented utilizing an appropriate Consumer or Producer Price Index or other relevant market data to justify a price change. In its request for price increases the vendor shall cite sources, specific conditions, and document how those conditions affect the cost.

Price adjustments during any extended term will not be automatic. They must be mutually agreed upon by both the City and the vendor. The City will review the proposed pricing and determine if it is allowable, fair, reasonable, and in the best interest of the City to extend the term of the agreement.

DOCUMENTS INCLUDED WITH THIS RFP
Name Description Where to find
Attachment A Proposal Certification In main RFP document Attachment B Technical Proposal In main RFP document
Attachment C Cost Proposal In main RFP document
Attachment D Previous customer
reference worksheet
In main RFP document
Attachment E Exemplar Consultant
Services Agreement which
includes Insurance
Requirements.

Separate Attachment
City of Glendora
QuestCDN#9724860 – False Alarm Program
Management

HOW TO OBTAIN THIS RFP

1. Request for Proposal (RFP) information can be downloaded at www.questcdn.com using QuestCDN #9724860. Contact QuestCDN at (952) 233-1632 or [email protected] for assistance in membership registration, downloading this digital project information and vBid Online Bid submittal. To submit a vBid online bid (which is required for this proposal) you must do so through the QuestCDN Bid Management System located at www.questcdn.com or via the City of Glendora website at http://www.cityofglendora.org/businesses/rfp-opportunities .

2. All addenda and notices related to this procurement will be posted by the City on QuestCDN. In the event that this RFP is obtained through any means other than QuestCDN, the City will not be responsible for the completeness, accuracy, or timeliness of the final RFP document.

3. Please submit all questions in the Q&A section on QuestCDN

4. Each Proposal must conform and be responsive to all requirements set forth in the RFP.

Vendor/Consultants will need to register with the provider of this service, Quest Construction Data Network.

PROCEDURE FOR SUBMITTING QUESTIONS AND INQUIRIES

1. All questions/inquiries must be made through the contact listed on the cover sheet of this document, via QuestCDN. The City will provide a written response to all questions in the form of an Addendum. Questions answered on QuestCDN shall be considered addenda to the RFP.

OBJECTIONS

1. Any exceptions to the structure, content or requirements of this RFP must be submitted in writing to Business Services Manager Julie Linger as noted above. Any such exceptions must specify the RFP section number and title, as well as a description and rationale for the requested exception.

2. All exceptions, questions, or inquiries must be received by the deadline stated on the cover sheet.

City of Glendora
QuestCDN#– False Alarm Program Management

PROPOSAL SUBMITTAL REQUIREMENTS

GENERAL
You must respond to this RFP by the due date and time as set in the RFP. Proposals submitted after the due date and time will not be opened or considered. Each Proposal must conform and be responsive to all requirements set forth in the RFP to be deemed responsive.

Proposals deemed non-responsive will not be considered. The City of Glendora has implemented online project bidding using the QuestCDN Construction Data Network. In order to be considered a qualified bidder, the online proposal must be completed and submitted, all addenda must be acknowledged and uploaded to the site through www.questcdn.com You can contact QuestCDN at (952) 233-1632 or [email protected] for assistance in membership registration and downloading this digital project information. A fee of $10.00 is required to submit your proposal
NO ORAL, FACSIMILE OR TELEPHONIC BIDS OR ALTERATIONS WILL BE CONSIDERED.

The City of Glendora reserves the right to reject any and all proposals, to waive any informalities in any proposal and select the one that best meets the City’s needs.

FORMATTING
The Proposal must be in Times New Roman, Arial or some similar, easily readable font. The size of the font cannot be any smaller than 11 point typeface and margins should be 1 inch or wider.

COVERLETTER
Provide a cover letter providing an overview of the proposer’s general expertise, capacity, experience and approach to performing the work described in this RFP.

The cover letter should address any pending or current litigation related to services provided by your firm, and any terminated contracts within the past five years with an explanation of the reasons for termination.

TECHNICAL PROPOSAL
Provide a technical proposal as Attachment B, Technical Proposal and include the following:

Company Overview

1. Provide the names and background information on key staff members that will be assigned to this project.

2. Include a client list with contact information where your firm has performed similar services, and when they were performed.

City of Glendora
QuestCDN#– False Alarm Program Management

Project/Design Approach

1. Provide a brief description of the plan and approach you will take to accomplish to complete the Scope of Services.

2. Please present a high-level timeline for the services performed, from project kick-off to completion.

3. Include key assumptions that you are making regarding the commitment of City time and resources that are required for the completion of services.

COST PROPOSAL
Provide a not-to-exceed cost proposal using Attachment C, Cost Proposal.

ATTACHMENTS
Attachment A - Proposal Certification
Attachment B - Technical Proposal
Attachment C - Cost Proposal (see above)
Attachment D - Previous Customer Reference Worksheet
Please provide two client references. Complete this form by providing a description of the work performed for the reference customer as it relates to the work described in this RFP.

Copy the form as appropriate to provide the required number of references.

Attachment E - Exemplar Consultant Services Agreement which includes Insurance Requirements.

The selected proposer will be required to enter a final agreement with the City containing the terms and conditions and insurance provisions set forth in Attachment D.

SELECTION PROCESS AND EVALUATION CRITERIA

SELECTION PROCESS

1. Proposal Review Phase - Proposals will be evaluated per the criteria and weights listed in the table below

2. Vendor Interview Phase - At the City’s discretion, firms submitting the highest scoring proposals may be interviewed and scored per the criteria and weights in the table below.

3. The Final Selection Phase - Will be based on the proposal earning the highest score at the completion of the Proposal Review Phase. If the City decides to conduct oral interviews, then the final selection will be based on the firm earning the highest score at the completion of the Vendor Interview Phase.

4. The City reserves the right to rely on information from sources other than the information provided by the respondents.

5. Final award shall be contingent upon selected firm (Consultant) accepting the Terms and Conditions of the attached contract for professional services (with any exceptions to the same approved by the City).

City of Glendora
QuestCDN# False Alarm Program Management

EVALUATION CRITERIA
Description Proposal
Review Phase
Proposal Responsiveness Pass/Fail
Experience/Qualifications of Staff 34%
Understanding of the Project 33%
Proposed Cost 33%
TOTAL Proposal Score 100%
Description Vendor
Interview Phase
Oral Interview 100%
TOTAL Vendor Score 100%

BEST AND FINAL OFFER (BAFO)

1. A Best and Final Offer (BAFO) may be held with one or more finalist(s) if final information or clarification is necessary in order to make a final decision. The BAFO may allow proposers to revise their proposals based on information received from the City. The City will send out the request for a BAFO with instructions addressing the areas to be covered and the date and time in which the BAFO is to be submitted. After receipt of the BAFO, scores may be adjusted based on the new information received in the BAFO.

2. The City will request only one BAFO, unless the City’s Purchasing Officer determines that another BAFO is warranted.

3. Proposers are cautioned that the BAFO is optional and at the sole discretion of the City.

Therefore, Proposers should not assume that there would be an additional opportunity to amend their technical or price proposals after their original submission of technical and cost proposals. Proposers may not request an opportunity to submit a BAFO.

GROUNDS FOR DISQUALIFICATION

1. Factors, such as, but not limited to, any of the following, may disqualify a proposal without further consideration:
a. Evidence of collusion: Proposer represents and warrants that its proposal is genuine and made in the interest of or on behalf of any person not named therein; that the Proposer has not directly induced or solicited any other person to submit a sham proposal or any other person to refrain from submitting a proposal; and that the Proposer has not in any manner sought collusion to secure any improper advantage over any other person submitting a proposal.
b. Any attempt to improperly influence any member of the evaluation team. c. Existence of any lawsuit, unresolved contractual claim or dispute between Proposer and the City.
d. Evidence of incorrect information submitted as part of the proposal. e. Evidence of Proposer’s inability to successfully complete the responsibilities and obligations of the proposal.
f. Contact regarding this procurement with any City official or employee or evaluation team member other than the Procurement Contact from the time of issuance of this solicitation until a recommendation of award is made.
g. Proposer’s default under any previous agreement with the City.

City of Glendora
QuestCDN# False Alarm Program Management

CONFLICT OF INTEREST
Proposer(s) may not have any interest in any potential future City procurements that may result from the work performed under the agreement resulting from this RFP.

GENERAL INFORMATION

1. The successful Proposer will be required to enter into an agreement with terms and conditions in substantial conformity with Attachment E of this RFP.

2. The successful Proposer will be required to demonstrate evidence of insurance in accordance with the insurance provisions listed in Attachment E of this RFP.

3. All costs associated with responding to this request are to be borne by the Proposer.

4. It is the City’s policy that the selected firm shall not discriminate, in any way, against any person on the basis of race, sex, color, religion, religious creed, national origin, ancestry, age, gender, marital status, physical disability, mental disability, medical condition, genetic information, sexual orientation, gender expression, gender identity, military and veteran status, or ethnic background, in violation of federal, state or local law, in connection with or related to the performance of City of Glendora contracts.

5. An agreement shall not be binding or valid with the City unless and until it is approved by the City Council, if so required, and executed by authorized representatives of the City and of the Proposer and the City issues a written “notice to proceed.”

RIGHTS OF THE CITY OF GLENDORA

1. This RFP does not commit the City to enter into a contract, nor does it obligate the City to pay for any costs incurred in preparation and submission of proposals or in anticipation of a contract. The City reserves the right to:
a. Accept a proposal in full, or in part.
b. Make the selection based on its sole discretion.
c. Reject any and all proposals.
d. Issue subsequent Requests for Proposals.
e. Postpone opening proposals for any reason.
f. Approve or disapprove the use of particular subconsultants. g. Negotiate with any, all, or none of the Proposers.
h. Accept other than the lowest monetary proposal.
i. Waive informalities and irregularities in any proposal(s). j. Enter into an agreement with another vendor in the event the originally selected vendor defaults or fails to execute an agreement with the City.

PUBLIC NATURE OF PROPOSAL MATERIAL

1. All correspondence with the City including responses to this RFP will become the exclusive property of the City and will become public records under the California Public Records Act (Cal. Government Code section 6250 et seq.) All documents that you send to the City will be subject to disclosure if requested by a member of the public.

City of Glendora
QuestCDN#– False Alarm Program Management

ATTACHMENT A
Proposal Certification
Proposing Firm
Name:

Address:

Telephone:

Facsimile:

E-mail:

Contact person name and title:

PROPOSER REPRESENTATIONS

1. Acknowledgement of Receipt of Addendum Initial

2. Proposer did not, in any way, collude, conspire or agree, directly or indirectly, with any person, firm, corporation or other Proposer in regard to the amount, terms, or conditions of this proposal.

3. Proposer additionally certifies that neither Proposer nor its principals are presently disbarred, suspended, proposed for disbarment, declared ineligible or voluntarily excluded from participation in this transaction by any federal department or agency, any California State agency, or any local governmental agency.

4. Proposer acknowledges that all requests for deviations, exceptions, and approved equals are enclosed herein and that only those deviations, exceptions, and approved equals included in the RFP document or permitted by formal addenda are accepted by the City.

5. Proposer did not receive unauthorized information from any City staff member or City Consultant during the Proposal period except as provided for in the Request for Qualifications package, formal addenda issued by the City, or the pre-proposal conference.

6. As suppliers of goods or services to the City of Glendora, Proposer and individuals listed below certify that they do not discriminate in employment of any person because of race, sex, color, religion, religious creed, national origin, ancestry, age, gender, marital status, physical disability, mental disability, medical condition, genetic information, sexual orientation, gender expression, gender identity, military and veteran status, or ethnic background; and that they are in compliance with all Federal, State and local laws, directives and executive orders regarding nondiscrimination in employment.

7. Proposer hereby certifies that the information contained in the proposal and all City of Glendora
QuestCDN#– False Alarm Program Management

accompanying documents is true and correct.

8. Please check the appropriate box below:

If the proposal is submitted by an individual, it shall be signed by him or her, and if he or she is doing business under a fictitious name, the proposal shall so state.

If the proposal is submitted by a partnership, the full names and addresses of all members and the address of the partnership shall be stated and the proposal shall be signed for all members by one or more members thereof.

If the proposal is submitted by a corporation, it shall be signed in the corporate name by an authorized officer or officers.

If the proposal is submitted by a limited liability company, it shall be signed in the corporate name by an authorized officer or officers.

If the proposal is submitted by a joint venture, the full names and addresses of all members of the joint venture shall be stated and it shall be signed by each individual.

By signing below, the submission of a proposal with all accompanying documents shall be deemed a representation and certification by the Proposer that they have investigated all aspects of the RFP, that they are aware of the applicable facts pertaining to the RFP process, its procedures and requirements, and that they have read and understand the RFP.

Authorized Representative
Signature:

Authorized Representative
Print name:

Authorized Representative
Title (Print title):

Complete additional signatures below as required per # 8 above Authorized Representative
Signature:

Authorized Representative
Print name:

Authorized Representative
Title (Print title):

Authorized Representative
Signature:

Authorized Representative
Print name:

Authorized Representative
Title (Print title):

City of Glendora
QuestCDN#7217085– False Alarm Program Management

ATTACHMENT B
TECHNICAL Proposal – Phase 1
Technical Proposal shall include a company overview and project approach as outlined in the RFP.

City of Glendora
QuestCDN#7217085– False Alarm Program Management

ATTACHMENT C
COST Proposal – Phase 1
Pricing shall be not to exceed pricing and inclusive of all expenses including but not limited to labor, travel, per diem, and related expenses, sales tax, overhead, and profit.

Please provide a high level breakdown of the labor by discipline (eg program manager, designer, etc.) the estimated number of hours, and hourly and extended rates.

All-inclusive not to exceed Contract Price as described above: $ 15 ATTACHMENT D

PREVIOUS CUSTOMER REFERENCE WORKSHEET
Provide reference information for the service you are proposing in an environment similar in size and scope to the requirements of this project.

Copy this form as appropriate.

Name of Customer:

Customer Address
Customer Contact Name(s)
Customer Contact Phone Number(s)
Brief description of work performed for this client (use additional sheets if necessary and include is reference is for broker, claims or administrative services):
16 ATTACHMENT E

EXEMPLAR CONSULTANT SERVICES AGREEMENT

CITY OF GLENDORA

AGREEMENT FOR ALARM CONTRACT SERVICES
THIS AGREEMENT FOR CONTRACT SERVICES (herein “Agreement”) is made and entered into this day of , 2025, by and between the CITY OF GLENDORA, a California municipal corporation (“City”) and (herein “Contractor”).

NOW, THEREFORE, the parties hereto agree as follows:

1. SERVICES OF CONTRACTOR

1.1 Scope of Services. In compliance with all of the terms and conditions of this Agreement, the Contractor shall perform the work or services set forth in the “Scope of Services” attached hereto as Exhibit “A” and incorporated herein by reference.

Contractor warrants that it has the experience and ability to perform all work and services required hereunder and that it shall diligently perform such work and services in a professional and satisfactory manner.

1.2 Compliance With Law. All work and services rendered hereunder shall be provided in accordance with all ordinances, resolutions, statutes, rules, and regulations of the City and any Federal, State or local governmental agency of competent jurisdiction.

1.3 Licenses, Permits, Fees and Assessments. Contractor shall obtain at its sole cost and expense such licenses, permits, and approvals as may be required by law for the performance of the services required by the Agreement.

1.4 Special Requirements. Additional terms and conditions of this Agreement, if any, which are made a part hereof are set forth in the “Special Requirements” attached hereto as Exhibit “B” and incorporated herein by this reference. In the event of a conflict between the provisions of Exhibit “B” and any other provisions of this Agreement, the provisions of Exhibit “B” shall govern.

2. COMPENSATION

2.1 Contract Sum. For the services rendered pursuant to this Agreement, Contractor shall be compensated in accordance with the “Schedule of Compensation” attached hereto as Exhibit “C” and incorporated herein by this reference, but not exceeding the maximum contract amount of Dollars ($ ) (“Contract
Sum”).

2.2 Invoices. Each month Contractor shall furnish to City an original invoice for all work performed and expenses incurred during the preceding month in a form approved by City’s Director of Finance. By submitting an invoice for payment under this Agreement, Contractor is certifying compliance with all provisions of the Agreement. The invoice shall detail charges for all necessary and actual expenses by the following categories: labor (by sub-category), travel, materials, equipment, supplies, and sub-contractor contracts. Subcontractor charges shall also be 17 detailed by such categories. Contractor shall not invoice City for any duplicate services performed by more than one person.

City shall independently review each invoice submitted by the Contractor to determine whether the work performed and expenses incurred are in compliance with the provisions of this Agreement. Except as to any charges for work performed or expenses incurred by Contractor which are disputed by City, City will use its best efforts to cause Contractor to be paid within forty five (45) days of receipt of Contractor’s correct and undisputed invoice; however, Contractor acknowledges and agrees that due to City warrant run procedures, the City cannot guarantee that payment will occur within this time period.

In the event any charges or expenses are disputed by City, the original invoice shall be returned by City to Contractor for correction and resubmission. Review and payment by the City of any invoice provided by the Contractor shall not constitute a waiver of any rights or remedies provided herein or any applicable law.

2.3 Additional Services. City shall have the right at any time during the performance of the services, without invalidating this Agreement, to order extra work beyond that specified in the Scope of Services or make changes by altering, adding to or deducting from said work. No such extra work may be undertaken unless a written order is first given by the Project Manager to the Contractor, incorporating therein any adjustment in (i) the Contract Sum for the actual cost of the extra work, and/or (ii) the time to perform this Agreement, which said adjustments are subject to the written approval of the Contractor. Any increase in compensation of up to ten percent (10%) of the Contract Sum but not exceeding a total contract amount of Five Thousand Dollars ($5,000) or in the time to perform of up to ninety (90) days may be approved by the Project Manager. Any greater increases, taken either separately or cumulatively, must be approved by the City Council. No claim for an increase in the Contract Sum or time for performance shall be valid unless the procedures established in this Section are followed.

3. PERFORMANCE SCHEDULE

3.1 Time of Essence. Time is of the essence in the performance of this Agreement.

3.2 Schedule of Performance. Contractor shall commence the services pursuant to this Agreement upon receipt of a written notice to proceed and shall perform all services within the time period(s) established in the “Schedule of Performance” attached hereto as Exhibit “D” and incorporated herein by this reference. When requested by the Contractor, extensions to the time period(s) specified in the Schedule of Performance may be approved in writing by the Project Manager but not exceeding thirty (30) days cumulatively.

3.3 Force Majeure. The time period(s) specified in the Schedule of Performance for performance of the services rendered pursuant to this Agreement shall be extended because of any delays due to unforeseeable causes beyond the control and without the fault or negligence of the Contractor, including, but not restricted to, acts of God or of the public enemy, unusually severe weather, fires, earthquakes, floods, epidemics, quarantine restrictions, riots, strikes, freight embargoes, wars, litigation, and/or acts of any utility company or governmental agency, including the City, if the Contractor shall within ten (10) days of the commencement of such delay notify the Project Manager in writing of the causes of the delay. The Project Manager shall ascertain the facts and the extent of delay, and extend the time for performing the services for the period of the enforced delay when and if in the judgment of the Project Manager such delay is justified. The Project 18 Manager’s determination shall be final and conclusive upon the parties to this Agreement.

In no event shall Contractor be entitled to recover damages against the City for any delay in the performance of this Agreement, however caused, Contractor’s sole remedy being extension of the Agreement pursuant to this Section.

3.4 Term. Unless earlier terminated in accordance with Article 7 of this Agreement, this Agreement shall continue in full force and effect until completion of the services but not exceeding one (1) year from the date hereof, except as otherwise provided in the Schedule of Performance (Exhibit “D”).

4. COORDINATION OF WORK

4.1 Representative of Contractor. is
hereby designated as being the representative of Contractor authorized to act on its behalf with respect to the work and services specified herein and make all decisions in connection therewith. All personnel of Contractor and any authorized agents shall be under the exclusive direction of the representative of Contractor. Contractor shall utilize only competent personnel to perform services pursuant to this Agreement. Contractor shall make every reasonable effort to maintain the stability and continuity of Contractor’s staff and subcontractors, and shall keep City informed of any changes.

4.2 Project Manager. [or such person
as may be designated by the City Engineer or Public Works Director/Community Services Director] is hereby designated as being the representative the City authorized to act in its behalf with respect to the work and services specified herein and to make all decisions in connection therewith (“Project Manager”).

4.3 Prohibition Against Subcontracting or Assignment. Contractor shall not contract with any entity to perform in whole or in part the work or services required hereunder without the express written approval of the City. Neither this Agreement nor any interest herein may be assigned or transferred, voluntarily or by operation of law, without the prior written approval of City. Any such prohibited assignment or transfer shall be void.

4.4 Independent Contractor. Neither the City nor any of its employees shall have any control over the manner, mode or means by which Contractor, its agents or employees, perform the services required herein, except as otherwise set forth. Contractor shall perform all services required herein as an independent contractor of City with only such obligations as are consistent with that role. Contractor shall not at any time or in any manner represent that it or any of its agents or employees are agents or employees of City, or that it is a member of a joint enterprise with City.

5. INSURANCE AND INDEMNIFICATION

5.1 Insurance Coverages. The Contractor shall procure and maintain, at its sole cost and expense, in a form and content satisfactory to City, during the entire term of this Agreement including any extension thereof, the following policies of insurance which shall cover all elected and appointed officers, employees and agents of City:
(a) Commercial General Liability Insurance (Occurrence Form CG0001 or equivalent). A policy of comprehensive general liability insurance written on a per occurrence
19 basis for bodily injury, personal injury and property damage. The policy of insurance shall be in an amount not less than $1,000,000.00 per occurrence or if a general aggregate limit is used, either the general aggregate limit shall apply separately to this contract/location, or the general aggregate limit shall be twice the occurrence limit. (b) Worker’s Compensation Insurance. A policy of worker’s compensation insurance in such amount as will fully comply with the laws of the State of California and which shall indemnify, insure and provide legal defense for the Contractor against any loss, claim or damage arising from any injuries or occupational diseases occurring to any worker employed by or any persons retained by the Contractor in the course of carrying out the work or services contemplated in this Agreement. (c) Automotive Insurance (Form CA 0001 (Ed 1/87) including “any auto” and endorsement CA 0025 or equivalent). A policy of comprehensive automobile liability insurance written on a per occurrence for bodily injury and property damage in an amount not less than either
(i) bodily injury liability limits of $100,000 per person and $300,000 per occurrence and property damage liability limits of $150,000 per occurrence or (ii) combined single limit liability of
$1,000,000. Said policy shall include coverage for owned, non-owned, leased, hired cars, and any other automobile.
(d) Professional Liability. Professional liability insurance appropriate to the Contractor’s profession. This coverage may be written on a “claims made” basis, and must include coverage for contractual liability. The professional liability insurance required by this Agreement must be endorsed to be applicable to claims based upon, arising out of or related to services performed under this Agreement. The insurance must be maintained for at least 5 consecutive years following the completion of Contractor’s services or the termination of this Agreement. During this additional 5-year period, Contractor shall annually and upon request of the City submit written evidence of this continuous coverage. (e) Additional Insurance. Policies of such other insurance, as may be required in the Special Requirements in Exhibit “B”.
(f) Subcontractors. Contractor shall include all subcontractors as insureds under its policies or shall furnish separate certificates and certified endorsements for each subcontractor. All coverages for subcontractors shall be subject to all of the requirements stated herein.

5.2 General Insurance Requirements.

All of the above policies of insurance shall be primary insurance and shall name the City, elected and appointed officers, employees and agents as additional insureds and any insurance maintained by City or officers, employees or agents may apply in excess of, and not contribute with Contractor’s insurance. The insurer is deemed hereof to waive all rights of subrogation and contribution it may have against the City, officers, employees and agents and their respective insurers. The insurance policy must specify that where the primary insured does not satisfy the self-insured retention, any additional insured may satisfy the self-insured retention. All of said policies of insurance shall provide that said insurance may not be amended or cancelled by the insurer or any party hereto without providing thirty (30) days prior written notice by certified mail return receipt requested to the City. In the event any of said policies of insurance are cancelled, the Contractor shall, 20 prior to the cancellation date, submit new evidence of insurance in conformance with this Section 5.1 to the Project Manager. No work or services under this Agreement shall commence until the Contractor has provided the City with Certificates of Insurance, additional insured endorsement forms or appropriate insurance binders evidencing the above insurance coverages and said Certificates of Insurance or binders are approved by the City. City reserves the right to inspect complete, certified copies of and endorsement to all required insurance policies at any time. Any failure to comply with the reporting or other provisions of the policies including breaches or warranties shall not affect coverage provided to City.

The insurance required by this Agreement shall be satisfactory only if issued by companies qualified to do business in California, rated “A” or better in the most recent edition of Best Rating Guide, The Key Rating Guide or in the Federal Register, and only if they are of a financial category Class VII or better, unless such requirements are waived by the City’s Risk Manager or other designee of the City due to unique circumstances.

5.3 Indemnification. To the full extent permitted by law, Contractor agrees to indemnify, defend and hold harmless the City, its officers, employees and agents (“Indemnified Parties”) against, and will hold and save them and each of them harmless from, any and all actions, either judicial, administrative, arbitration or regulatory claims, damages to persons or property, losses, costs, penalties, obligations, errors, omissions or liabilities whether actual or threatened (herein “claims or liabilities”) that may be asserted or claimed by any person, firm or entity arising out of or in connection with the negligent performance of the work, operations or activities provided herein of Contractor, its officers, employees, agents, subcontractors, or invitees, or any individual or entity for which Contractor is legally liable (“indemnitors”), or arising from Contractor’s or indemnitors’ reckless or willful misconduct, or arising from Contractor’s or indemnitors’ negligent performance of or failure to perform any term, provision, covenant or condition of this Agreement, and in connection therewith:

Contractor will defend any action or actions filed in connection with any of said claims or liabilities and will pay all costs and expenses, including legal costs and attorney’s fees incurred in connection therewith;
Contractor will promptly pay any judgment rendered against the City, its officers, agents or employees for any such claims or liabilities arising out of or in connection with the negligent performance of or failure to perform such work, operations or activities of Contractor hereunder; and Contractor agrees to save and hold the City, its officers, agents, and employees harmless therefrom;
In the event the City, its officers, agents or employees is made a party to any action or proceeding filed or prosecuted against Contractor for such damages or other claims arising out of or in connection with the negligent performance of or failure to perform the work, operation or activities of Contractor hereunder, Contractor agrees to pay to the City, its officers, agents or employees, any and all costs and expenses incurred by the City, its officers, agents or employees in such action or proceeding, including but not limited to, legal costs and attorney’s fees.

Contractor shall incorporate similar indemnity agreements with its subcontractors and if it fails to do so Contractor shall be fully responsible to indemnify City hereunder therefore, and failure of City to monitor compliance with these provisions shall not be a waiver hereof. This indemnification includes claims or liabilities arising from any 21 negligent or wrongful act, error or omission, or reckless or willful misconduct of Contractor in the performance of professional services hereunder. The provisions of this Section do not apply to claims or liabilities occurring as a result of City’s sole negligence or willful acts or omissions, but, to the fullest extent permitted by law, shall apply to claims and liabilities resulting in part from City’s negligence, except that design professionals’ indemnity hereunder shall be limited to claims and liabilities arising out of the negligence, recklessness or willful misconduct of the design professional. The indemnity obligation shall be binding on successors and assigns of Contractor and shall survive termination of this Agreement.

6. RECORDS, REPORTS, AND RELEASE OF INFORMATION

6.1 Records. Contractor shall keep, and require subcontractors to keep, such ledgers, books of accounts, invoices, vouchers, canceled checks, reports, studies or other documents relating to the disbursements charged to City and services performed hereunder (the “books and records”), as shall be necessary to perform the services required by this Agreement and enable the Project Manager to evaluate the performance of such services and shall keep such records for a period of three years following completion of the services hereunder. The Project Manager shall have full and free access to such books and records at all times during normal business hours of City, including the right to inspect, copy, audit and make records and transcripts from such records.

6.2 Reports. Contractor shall periodically prepare and submit to the Project Manager such reports concerning the performance of the services required by this Agreement or as the Project Manager shall require.

6.3 Confidentiality and Release of Information.
(a) All information gained or work product produced by Contractor in performance of this Agreement shall be considered confidential, unless such information is in the public domain or already known to Contractor. Contractor shall not release or disclose any such information or work product to persons or entities other than the City without prior written authorization from the Project Manager. (b) Contractor shall not, without prior written authorization from the Project Manager or unless requested by the City Attorney, voluntarily provide documents, declarations, letters of support, testimony at depositions, response to interrogatories or other information concerning the work performed under this Agreement. Response to a subpoena or court order shall not be considered “voluntary” provided Contractor gives the City notice of such court order or subpoena.
(c) If Contractor provides any information or work product in violation of this Agreement, then the City shall have the right to reimbursement and indemnity from Contractor for any damages, costs and fees, including attorney’s fees, caused by or incurred as a result of Contractor’s conduct.
(d) Contractor shall promptly notify the City should Contractor be served with any summons, complaint, subpoena, notice of deposition, request for documents, interrogatories, request for admissions or other discovery request, court order or subpoena from any party regarding this Agreement and the work performed thereunder.

The City retains the right, but has
22 no obligation, to represent Contractor or be present at any deposition, hearing or similar proceeding. Contractor agrees to cooperate fully with the City and to provide the City with the opportunity to review any response to discovery requests provided by Contractor.

6.4 Ownership of Documents. All studies, surveys, data, notes, computer files, reports, records, drawings, specifications, maps, designs, photographs, documents and other materials (the “documents and materials”) prepared by Contractor in the performance of this Agreement shall be the property of the City and shall be delivered to the City upon request of the Project Manager or upon the termination of this Agreement, and Contractor shall have no claim for further employment or additional compensation as a result of the exercise by the City of its full rights of ownership use, reuse, or assignment of the documents and materials hereunder. Moreover, Contractor with respect to any documents and materials that may qualify as “works made for hire” as defined in 17 U.S.C. § 101, such documents and materials are hereby deemed “works made for hire” for the City.

7. ENFORCEMENT OF AGREEMENT AND TERMINATION

7.1 California Law. This Agreement shall be interpreted, construed and governed both as to validity and to performance of the parties in accordance with the laws of the State of California. Legal actions concerning any dispute, claim or matter arising out of or in relation to this Agreement shall be instituted in the Superior Court of the County of Orange, State of California. In the event of litigation in a U.S. District Court, venue shall lie exclusively in the Central District of California, in the County of Orange, State of California.

7.2 Disputes; Default. In the event that Contractor is in default under the terms of this Agreement, the City shall not have any obligation or duty to continue compensating Contractor for any work performed after the date of default. Instead, the City may give notice to Contractor of the default and the reasons for the default. The notice shall include the timeframe in which Contractor may cure the default. This timeframe is presumptively thirty (30) days, but may be extended, if circumstances warrant. During the period of time that Contractor is in default, the City shall hold all invoices and shall, when the default is cured, proceed with payment on the invoices. If Contractor does not cure the default, the City may take necessary steps to terminate this Agreement under this Article.

7.3 Legal Action. In addition to any other rights or remedies, either party may take legal action, in law or in equity, to cure, correct or remedy any default, to recover damages for any default, to compel specific performance of this Agreement, to obtain declaratory or injunctive relief, or to obtain any other remedy consistent with the purposes of this Agreement. Notwithstanding any contrary provision herein, Contractor shall file a statutory claim pursuant to Government Code Sections 905 et. seq. and 910 et. seq., in order to pursue any legal action under this Agreement.

Except with respect to rights and remedies expressly declared to be exclusive in this Agreement, the rights and remedies of the parties are cumulative and the exercise by either party of one or more of such rights or remedies shall not preclude the exercise by it, at the same or different times, of any other rights or remedies for the same default or any other default by the other party.
23 7.4 Termination Prior to Expiration of Term. This Section shall govern any termination of this Contract except as specifically provided in the following Section for termination for cause. The City reserves the right to terminate this Contract at any time, with or without cause, upon written notice to Contractor. In addition, the Contractor may terminate this Contract at any time for cause, upon sixty (60) days’ advance written notice to City. Upon receipt of any notice of termination, Contractor shall immediately cease all services hereunder except such as may be specifically approved by the Project Manager.

Except where the Contractor has initiated termination, the Contractor shall be entitled to compensation for all services rendered prior to the effective date of the notice of termination and for any services authorized by the Project Manager thereafter in accordance with the Schedule of Compensation or such as may be approved by the Project Manager. In the event the Contractor has initiated termination, the Contractor shall be entitled to compensation only for the reasonable value of the work product actually produced hereunder, but not exceeding the compensation provided therefore in the Schedule of Compensation Exhibit “C”. In the event of termination without cause pursuant to this Section, the terminating party need not provide the non-terminating party with the opportunity to cure pursuant to Section 7.2.

7.5 Termination for Default of Contractor. If termination is due to the failure of the Contractor to fulfill its obligations under this Agreement, City may, after compliance with the provisions of Section 7.2, take over the work and prosecute the same to completion by contract or otherwise, and the Contractor shall be liable to the extent that the total cost for completion of the services required hereunder exceeds the compensation herein stipulated (provided that the City shall use reasonable efforts to mitigate such damages), and City may withhold any payments to the Contractor for the purpose of setoff or partial payment of the amounts owed the City as previously stated.

8. MISCELLANEOUS

8.1 Covenant Against Discrimination. Contractor covenants that, by and for itself, its heirs, executors, assigns and all persons claiming under or through them, that there shall be no discrimination against or segregation of, any person or group of persons on account of race, color, creed, religion, sex, gender, sexual orientation, marital status, national origin, ancestry, or other protected class in the performance of this Agreement.

Contractor shall take affirmative action to ensure that applicants are employed and that employees are treated during employment without regard to their race, color, creed, religion, sex, gender, sexual orientation, marital status, national origin, ancestry, or other protected class

8.2 Non-liability of City Officers and Employees. No officer or employee of the City shall be personally liable to the Contractor, or any successor in interest, in the event of any default or breach by the City or for any amount, which may become due to the Contractor or to its successor, or for breach of any obligation of the terms of this Agreement.

8.3 Notice. Any notice, demand, request, document, consent, approval, or communication either party desires or is required to give to the other party or any other person shall be in writing and either served personally or sent by prepaid, first-class mail to Kathleen Sessman, or Alison Sweet, City of Glendora, 116 E. Foothill Boulevard, California 91741 and in the case of the Contractor, to the person(s) at the address designated on the execution page of this Agreement. Either party may change its address by notifying the other party of the change of
24 address in writing. Notice shall be deemed communicated at the time personally delivered or in seventy-two (72) hours from the time of mailing if mailed as provided in this Section.

8.4 Integration; Amendment. It is understood that there are no oral agreements between the parties hereto affecting this Agreement and this Agreement supersedes and cancels any and all previous negotiations, arrangements, agreements and understandings, if any, between the parties, and none shall be used to interpret this Agreement. This Agreement may be amended at any time by the mutual consent of the parties by an instrument in writing.

8.5 Severability. In the event that part of this Agreement shall be declared invalid or unenforceable by a valid judgment or decree of a court of competent jurisdiction, such invalidity or unenforceability shall not affect any of the remaining portions of this Agreement which are hereby declared as severable and shall be interpreted to carry out the intent of the parties hereunder unless the invalid provision is so material that its invalidity deprives either party of the basic benefit of their bargain or renders this Agreement meaningless.

8.6 Waiver. No delay or omission in the exercise of any right or remedy by non- defaulting party on any default shall impair such right or remedy or be construed as a waiver. A party’s consent to or approval of any act by the other party requiring the party’s consent or approval shall not be deemed to waive or render unnecessary the other party’s consent to or approval of any subsequent act. Any waiver by either party of any default must be in writing and shall not be a waiver of any other default concerning the same or any other provision of this Agreement.

8.7 Attorney’s Fees. If either party to this Agreement is required to initiate or defend or made a party to any action or proceeding in any way connected with this Agreement, the prevailing party in such action or proceeding, in addition to any other relief which any be granted, whether legal or equitable, shall be entitled to reasonable attorney’s fees, whether or not the matter proceeds to judgment.

8.8 Interpretation.

The terms of this Agreement shall be construed in accordance with the meaning of the language used and shall not be construed for or against either party by reason of the authorship of this Agreement or any other rule of construction which might otherwise apply.

8.9 Counterparts.

This Agreement may be executed in counterparts, each of which shall be deemed to be an original, and such counterparts shall constitute one and the same instrument.

8.10 Warranty & Representation of Non-Collusion. No official, officer, or employee of City has any financial interest, direct or indirect, in this Agreement, nor shall any official, officer, or employee of City participate in any decision relating to this Agreement which may affect his/her financial interest or the financial interest of any corporation, partnership, or association in which (s)he is directly or indirectly interested, or in violation of any corporation, partnership, or association in which (s)he is directly or indirectly interested, or in violation of any State or municipal statute or regulation. The determination of “financial interest” shall be consistent with State law and shall not include 25 interests found to be “remote” or “noninterests” pursuant to Government Code Sections 1091 or 1091.5. Contractor warrants and represents that it has not paid or given, and will not pay or give, to any third party including, but not limited to, any City official, officer, or employee, any money, consideration, or other thing of value as a result or consequence of obtaining or being awarded any agreement. Contractor further warrants and represents that (s)he/it has not engaged in any act(s), omission(s), or other conduct or collusion that would result in the payment of any money, consideration, or other thing of value to any third party including, but not limited to, any City official, officer, or employee, as a result of consequence of obtaining or being awarded any agreement. Contractor is aware of and understands that any such act(s), omission(s) or other conduct resulting in such payment of money, consideration, or other thing of value will render this Agreement void and of no force or effect.

Contractor’s Authorized Initials

8.11 Corporate Authority. The persons executing this Agreement on behalf of the parties hereto warrant that (i) such party is duly organized and existing, (ii) they are duly authorized to execute and deliver this Agreement on behalf of said party, (iii) by so executing this Agreement, such party is formally bound to the provisions of this Agreement, and (iv) the entering into this Agreement does not violate any provision of any other Agreement to which said party is bound. This Agreement shall be binding upon the heirs, executors, administrators, successors and assigns of the parties. [Signatures on the following page.]
26 IN WITNESS WHEREOF, the parties hereto have executed this Agreement on the date and year first-above written.

CERTIFY AVAILABILITY OF FUNDS: CITY:

City of Glendora, a municipal corporation
Kyle Johnson
Finance Director/City Treasurer
Adam Raymond
City Manager
APPROVED AS TO FORM:

ALESHIRE & WYNDER, LLP ATTEST:

Danny Aleshire
City Attorney
Kathleen R. Sessman
City Clerk/Communications Director
CONTRACTOR:
(INSERT COMPANY NAME)
By:

Name:

Title:

By:

Name:

Title:

Address:

Two corporate officer signatures required when Contractor is a corporation, with one signature required from each of the following groups: 1) Chairman of the Board, President or any Vice President; and 2) Secretary, any Assistant Secretary, Chief Financial Officer or any Assistant Treasurer.

CONTRACTOR’S SIGNATURES SHALL BE DULY NOTARIZED, AND APPROPRIATE

ATTESTATIONS SHALL BE INCLUDED AS MAY BE REQUIRED BY THE BYLAWS,

ARTICLES OF INCORPORATION, OR OTHER RULES O REGULATIONS APPLICABLE TO CONTRACTOR’S BUSINESS ENTITY.
301444.10

CALIFORNIA ALL-PURPOSE ACKNOWLEDGMENT

STATE OF CALIFORNIA

COUNTY OF LOS ANGELES
On , 2020 before me, , personally appeared , proved
to me on the basis of satisfactory evidence to be the person(s) whose names(s) is/are subscribed to the within instrument and acknowledged to me that he/she/they executed the same in his/her/their authorized capacity(ies), and that by his/her/their signature(s) on the instrument the person(s), or the entity upon behalf of which the person(s) acted, executed the instrument.

I certify under PENALTY OF PERJURY under the laws of the State of California that the foregoing paragraph is true and correct.

WITNESS my hand and official seal.

Signature:

OPTIONAL
Though the data below is not required by law, it may prove valuable to persons relying on the document and could prevent fraudulent reattachment of this form.

CAPACITY CLAIMED BY SIGNER DESCRIPTION OF ATTACHED DOCUMENT

INDIVIDUAL

CORPORATE OFFICER

TITLE(S)

PARTNER(S) LIMITED

GENERAL

ATTORNEY-IN-FACT

TRUSTEE(S)

GUARDIAN/CONSERVATOR
OTHER
SIGNER IS REPRESENTING:
(NAME OF PERSON(S) OR ENTITY(IES))

TITLE OR TYPE OF DOCUMENT

NUMBER OF PAGES

DATE OF DOCUMENT

SIGNER(S) OTHER THAN NAMED ABOVE
A notary public or other officer completing this certificate verifies only the identity of the individual who signed the document to which this certificate is attached, and not the truthfulness, accuracy or validity of that document.
301444.10

CALIFORNIA ALL-PURPOSE ACKNOWLEDGMENT

STATE OF CALIFORNIA

COUNTY OF LOS ANGELES
On , 2020 before me, , personally appeared , proved
to me on the basis of satisfactory evidence to be the person(s) whose names(s) is/are subscribed to the within instrument and acknowledged to me that he/she/they executed the same in his/her/their authorized capacity(ies), and that by his/her/their signature(s) on the instrument the person(s), or the entity upon behalf of which the person(s) acted, executed the instrument.

I certify under PENALTY OF PERJURY under the laws of the State of California that the foregoing paragraph is true and correct.

WITNESS my hand and official seal.

Signature:

OPTIONAL
Though the data below is not required by law, it may prove valuable to persons relying on the document and could prevent fraudulent reattachment of this form

CAPACITY CLAIMED BY SIGNER DESCRIPTION OF ATTACHED DOCUMENT

INDIVIDUAL

CORPORATE OFFICER

TITLE(S)

PARTNER(S) LIMITED

GENERAL

ATTORNEY-IN-FACT

TRUSTEE(S)

GUARDIAN/CONSERVATOR
OTHER
SIGNER IS REPRESENTING:
(NAME OF PERSON(S) OR ENTITY(IES))

TITLE OR TYPE OF DOCUMENT

NUMBER OF PAGES

DATE OF DOCUMENT

SIGNER(S) OTHER THAN NAMED ABOVE
A notary public or other officer completing this certificate verifies only the identity of the individual who signed the document to which this certificate is attached, and not the truthfulness, accuracy or validity of that document.

A-1
EXHIBIT “A”

SCOPE OF SERVICES
01006-0001/301444.1
301444.10 B-1
EXHIBIT “B”

SPECIAL REQUIREMENTS
(Superseding Contract Boilerplate)
I. [When applicable] The title of Article 5 shall read as follows:
“INSURANCE, INDEMNIFICATION, AND BONDS”
II. [When applicable] Section 5.1(d) shall be amended to read as follows:
“Professional Liability. Professional liability insurance appropriate to the provision of design services. This
coverage may be written on a “claims made” basis, and must include coverage for contractual liability. The professional liability insurance required by this Agreement must be
endorsed to be applicable to claims based upon, arising out of or related to services performed under this Agreement. The insurance must be maintained for at least 5 consecutive years following the completion of Contractor’s services or the termination of this Agreement. During this additional 5-year period, Contractor shall annually and upon request of the City submit written evidence of this continuous coverage.” III.

EXHIBIT “C”

SCHEDULE OF

COMPENSATION
C-1
EXHIBIT “D”

SCHEDULE OF

PERFORMANCE
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 1 (attached)

PREPARED FOR

REQUEST FOR PROPOSAL (RFP)
FOR

FALSE ALARM PROGRAM

MANAGEMENT SERVICES
QUESTCDN # 9724860
PROVIDED BY:

PM AM CORPORATION
5430 LBJ FREEWAY, SUITE 370
DALLAS, TEXAS 75240
(972) 573-4824 [email protected] www.pmam.com
City of Glendora
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 2 July 24th, 2025
Julie Linger
Business Services Manager
City of Glendora
150 S. Glendora Ave
Glendora, CA 91741
For: Proposal for False Alarm Program Management, QuestCDN # 9724860 To Whom It May Concern,
We, PM AM Corporation, are delighted to submit our response to the City of Glendora’ (hereinafter the “City”) Request For Proposals, False Alarm Program Management Services to perform all necessary and incidental work to provide a False Alarm Management Solution; including managing alarm system permits, including issuance and tracking, as well as the financial aspects of registration and false alarm fees (monthly billing and revenue collection, including delinquent accounts.

We bring decades of experience in delivering and managing false alarm programs across the nation. We look forward to sharing insights into our proven track record, advanced technology platform, and industry-leading best practices—all of which are designed to ensure the success of your false alarm program.

Since taking over management of the False Alarm Program in August 2021, PM AM Corporation has delivered measurable improvements and established a high-impact partnership with the City of Glendora. Key accomplishments include:
• Significant Reduction in False Alarm Calls: PM AM has reduced false alarm incidents by 17%—from 1,004 in calendar year 2022 to 834 in calendar year 2024. This decline has saved Glendora approximately $46,000 in avoided response costs through December 2024, while improving officer readiness and operational efficiency. Further reductions in 2025 are expected to yield additional savings. • Strong Revenue Collection and Program Sustainability: Collection rates improved from 75% in Year 1 to 84% by the end of 2024. Total gross revenue through December 2024 exceeded $353,000, reflecting balanced enforcement, effective customer engagement, and sustainable program performance. Additional revenue was also generated in 2025 as the program continued to perform effectively.
• Improved Operational Efficiency and Reduced Administrative Burden:

By automating permitting, billing, and outreach through the FAMS™ platform, PM AM enabled Glendora staff to focus on higher-priority initiatives with a leaner administrative workload.

COVER Letter
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 3 • Glendora CAD System: Alarm Data Ingestion: Alarm data from Glendora's CAD system is ingested via FTP on a weekly basis. This means the data arrives in a ready-to-use format, eliminating the need for any pre-analysis, data mapping, or knowledge transfer. This streamlined approach ensures you can quickly move forward with accurate billing, real-time reporting, and timely ordinance enforcement without any additional setup or data preparation.

PM AM Corporation serves over 600 municipal and county jurisdictions across the U.S. and Canada, contributing to the development and revision of more than 150 alarm ordinances and policies. Our diverse client portfolio includes major cities such as Houston, TX; San Antonio, TX; Irving, TX; Oakland, CA; Dixon, CA; as well as large Canadian municipalities like Calgary and Edmonton. In California alone, we provide alarm management services to 40 cities— including Oakland, Chula Vista, and Huntington Beach—delivering our FAMS™ platform designed to seamlessly integrate with local regulations and ensure full compliance. This extensive national and international presence underscores PM AM’s commitment to delivering high-quality, tailored solutions that meet the unique needs of each jurisdiction.

This proposal shall remain valid for 120 calendar days from the date of proposal opening. PM AM confirms that there are no conflicts of interest in submitting this proposal. Additionally, there has been no civil litigation, arbitration, or alternative dispute resolution involving PM AM in the past year. We further acknowledge our obligation to disclose any new filings within 30 days of occurrence, as required.

Primary Contact of PM AM Corporation for City of Glendora:

Name & Designation : James McReynolds (Director of Sales) Email Address : [email protected]
Phone Number : 972-573-4824
Since PM AM is proposing a special revenue-share service, which usually is a unique service offering therefore we have provided a contract to cover terms that are specific to these kind of services; a sample PM AM Service Agreement is being submitted for the City’s review as Appendix A and if awarded we will negotiate in good faith.

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

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

Sincerely,
Pankaj Kumar - Chief Executive Officer
PM AM Corporation
972-831-7401 - [email protected]
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 4 Please be informed that the present proposal, offering the requested services on behalf of the City of Glendora, includes specific proprietary and confidential information belonging to PM AM Corporation. This information is being shared in utmost confidence, with the sole intention of enabling the City of Glendora, along with its authorized employees, counsel, and representatives, to carefully assess and evaluate our proposal's suitability for acceptance.

In the event that the City of Glendora receives a request from a third party under the relevant open records act, freedom of information act, or similar statute or ordinance, seeking a copy of our proposal, we sincerely ask that the City abstains from disclosing it. Instead, we urge the City to promptly notify PM AM Corporation, about the request. This will enable us to respond appropriately and in a timely manner to such disclosure with the appropriate authority.

Consequently, the authority can then assess whether our proposal, in its entirety or in part (with redactions, if necessary), should be disclosed to the requesting party.

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

Thank you for your consideration of our proposal.
© 2025. PM AM. All rights reserved.

All PM AM documents
included
Trade Secret- Proprietary
Information (Not for disclosure)
Confidentiality NOTICE
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 5 EXECUTIVE SUMMARY.......................................................................................................................7 COMPANY INFORMATION................................................................................................................15 State Of The Art Call Centers | Protection Against Disasters..................................... 22 PM AM Advantages..................................................................................................... 23 Awards and Certification ............................................................................................ 26 RESUMES........................................................................................................................................... 28 CONTACT INFORMATION................................................................................................................ 40 QUALIFICATIONS AND EXPERIENCES...........................................................................................41 FAMS Customer Success – City of Houston, TX ARA Department........................... 42 FAMS Customer Success – Oakland Police Department, CA..................................... 44 PROFESSIONAL REFERENCES........................................................................................................ 45 STATEMENT OF UNDERSTANDING AND APPROACH ................................................................. 46 Scope of Services ............................................................................................................................ 46 Narrative of Approach.................................................................................................................... 52 Proposed Approach........................................................................................................................ 53 Detailed Functional Overview of FAMS™ Solution....................................................................... 59 Alarm Permitting And Renewal.................................................................................. 60 Permit Renewal........................................................................................................... 63 Continually Updated Permitting Renewal Payment Information.............................. 63 Additional Permitting Processes ................................................................................ 64 False Alarm Tracking And Invoicing .......................................................................... 64 Interfaces .................................................................................................................... 66 Hearing And Appeals Support.................................................................................... 67 Collections................................................................................................................... 69 Reporting .................................................................................................................... 73 Customer Service ........................................................................................................ 79 False Alarm Reduction Processes ............................................................................... 87 Marketing And Public Service Information................................................................88 Data Security | Reliability............................................................................................91 PM AM IT Processes ................................................................................................... 94 Structured Implementation Framework .................................................................... 97 Table Of CONTENTS
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 6 Ongoing Support & System Availability ..................................................................... 98 Technology & Infrastructure Overview Architecture ................................................. 99 COST PROPOSAL............................................................................................................................. 104 ATTACHMENT A: PROPOSAL CERTIFICATION........................................................................... 106 ATTACHMENT B: TECHINCAL PROPOSAL .................................................................................. 109 ATTACHMENT C: COST PROPOSAL................................................................................................111 ATTACHMENT D: PREVIOUS CUSTOMER REFERENCE WORKSHEET..................................... 113 APPENDIX A: SAMPLE PM AM SERVICE AGREEMENT TEMPLATE.......................................... 114 PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 7 PM AM Corporation (C-Corp) is pleased to present this proposal in response to Request For Proposals, False Alarm Program Management Services for the City of Glendora.

PM AM is a privately-owned minority and woman-owned enterprise incorporated in 1999 in the State of Texas. Company headquarters are located in Dallas, TX with additional offices in Houston, TX. All FAMS services are provided from these two centers located in the United States. PM AM has been providing alarm management services since 2004 and the majority of the company’s revenue is derived from false alarm management solutions.

For over 20 years, PM AM has provided a software solution deployed in 150+ cities, offering effective turnkey services for alarm billing and tracking with excellent customer service.

Evolution of a Successful Partnership
Overview
PM AM Corporation (PM AM) is proud to highlight our trusted partnership with the City of Glendora since August 2021 in administering the City's False Alarm Program. Over the past several years, this collaboration has produced measurable outcomes in reducing false alarms, streamlining administrative processes, and enhancing community satisfaction.

The City of Glendora has directly benefited from PM AM’s national expertise, robust technology platform (FAMS™), and our long-standing strategy of incremental innovation—delivering continuous improvements in service delivery, transparency, and responsiveness. Today, PM AM supports over 150 jurisdictions across North America, making us the industry’s leading provider of false alarm management services.

Our dedicated team—including specialists in software development, data integration, customer service, and public safety operations—has worked closely with Glendora stakeholders to adapt and evolve the program for local needs. Whether through improved reporting, real-time dashboards, or customer self-service portals, PM AM has delivered solutions that reduce administrative workload while improving public safety outcomes.

PM AM has delivered measurable improvements across multiple key performance areas:

1. Reducing False Alarm Service Calls
Since taking over Glendora’s False Alarm Program in August 2021, PM AM has implemented targeted education, automated notifications, and optimized enforcement practices that have resulted in a 17% reduction in false alarm incidents through December 2024— from 1,004 false alarms in Year 1 to 834 in the most recent full-year period. This significant reduction has translated into fewer unnecessary dispatches, improved police Executive Summary
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 8 readiness, and cost savings estimated at around $46,000 in avoided response effort through the end of 2024. Additional savings are expected to have occurred in 2025 as false alarm reductions have continued.

2. Maintaining Strong Collections and Program Sustainability Despite fluctuations in billing volume, PM AM has maintained consistently strong revenue collection rates for Glendora. From 75% collection efficiency in Year 1, the City saw a steady increase to 84% by the end of December 2024, reflecting PM AM’s effective account management, resident communication, and follow-up procedures. Total gross revenue generated through December 2024 exceeded $353,000, balancing enforcement and customer support to ensure long-term program health. Additional revenue has been generated in 2025 as the program continues to perform strongly.

3. Improving Program Efficiency and Reducing Administrative Burden By automating permitting, billing, and citizen engagement processes through the FAMS platform, PM AM has significantly reduced the City’s administrative workload, enabling staff to focus on higher-priority public safety initiatives.

4. Streamlined Access to CAD Data from Glendora
PM AM receives alarm incident data files from the City’s CAD system on a weekly basis. Since no pre-analysis or complex data understanding is required, we can begin processing the data from day 1. This approach ensures incidents are not missed or delayed, supporting timely billing, accurate reporting, and improved ordinance enforcement.

5. Enhancing the Customer Experience for Residents and Businesses Our user-friendly web portals, multilingual customer service team, and proactive outreach initiatives have transformed the resident experience. The number of billing disputes and manual adjustments has decreased notably, reflecting smoother engagement and improved satisfaction.

6. Enabling Data-Driven Oversight and Transparency
PM AM has provided Glendora with real-time dashboards, monthly closing statements, and robust analytics that support better decision-making and ensure full program transparency and compliance.

Reduction in False Alarms
PM AM Corporation has effectively addressed the persistent challenge of reducing costly false alarms that require police response. Since assuming management of Glendora’s False Alarm Program in 2021, PM AM has implemented a series of targeted strategies that have consistently driven down the number of false alarms across the City.

Executive Summary
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 9 In calendar year 2022, the City of Glendora recorded 1,004 false alarms. By the end of calendar year 2024, that number had dropped to just 834 false alarms, representing a 17% reduction over this period. This steady decline has translated into enhanced operational efficiency, smarter resource allocation, and improved officer safety.

The significance of this reduction extends beyond logistics. Using the industry-standard estimate of $120 per false alarm response, Glendora has realized an estimated cost recovery of around $46,000 through December 2024. These savings factor in essential operational costs such as officer salary and benefits, administrative time, vehicle usage and depreciation, dispatch coordination, and equipment wear and tear. Additional savings are expected to be realized in 2025 as false alarm incidents continued to decline.

Beyond the direct cost savings, the benefits of reduced false alarms touch on critical aspects of community well-being and law enforcement readiness:
• Improved public safety due to faster availability of officers for real emergencies • Reduced workload for emergency dispatchers and administrative staff • Lower stress and disruption for responding officers
• A more balanced financial burden on residents and businesses The marked decrease in false alarm incidents is a clear reflection of the effectiveness of PM AM’s proactive enforcement, automation tools, and educational outreach. It also underscores the City of Glendora’s commitment to optimizing public safety resources and enhancing service to the community.

Executive Summary
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 10 National statistics show that over 97% of alarm calls are false, with each false dispatch consuming approximately 25 minutes of valuable police response time. In the City of Glendora, PM AM’s strategic management of the False Alarm Program has led to the elimination of 170 unnecessary alarm dispatches between calendar years 2022 and 2024, translating to a total of approximately 4,250 minutes—or over 70 hours—of saved police response time. Even greater time savings are anticipated as the program continues into 2025.

By cutting back on avoidable dispatches, PM AM’s FAMS™ platform has significantly improved Glendora’s operational efficiency. These hours saved mean officers are more readily available for true emergencies, enhancing community safety while also reducing stress, fuel use, and equipment wear.

This achievement underscores the City’s success in implementing a data-driven, cost-effective, and citizen-friendly alarm management solution that aligns with broader law enforcement performance goals and public service priorities.

Our solution helps enforce alarm ordinances, leading to reduced false alarms. It covers billing, mailings, false alarm processing, coordination with alarm companies, hearing and appeals support, reporting, and more, meeting all the requirements of the City of Glendora’ alarm ordinance.

Excessive false alarms in many U.S. cities and counties drain law enforcement resources and waste taxpayer dollars if left unchecked.

Executive Summary
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 11 PM AM launched its web-based solution in 2004 and has evolved by introducing device and platformindependent digital initiatives in 2020/2021. Now, citizens, businesses, and City officials can access services from any device, such as smartphones, laptops, or tablets. Citizens can apply for permits, make payments, and update contact info through the City’s PM AM-managed website or via personal social media (e.g., Facebook) without needing to remember website URLs.

PM AM's 20-year experience with FAMS highlights its dedication to aligning with user behavior and leveraging advanced technology to help cities reduce false alarms and improve ordinance compliance. PM AM built its solution from scratch and has constantly upgraded the offering to leverage advancements in technology.

PM AM’s results have not only been measurable in terms of revenue generation and compliance improvement but also in operational efficiency and customer service. With proprietary tools, deep domain expertise, and scalable infrastructure, we have consistently delivered outstanding results in large municipalities.

PM AM is committed to maintaining industry certifications, ensuring its FAMS platform follows the latest "Best Practices." The company has earned several awards, including the prestigious "CJIS Ready" certification, a source of great accomplishment.

Though the FAMS solution may seem simple, PM AM has added over 100 real-time, data-driven reporting functions based on city and county requests. PM AM values user feedback and continuously adapts the program to reduce false alarms and increase revenue. Innovations are quickly integrated into FAMS at no additional cost to customers, reflecting PM AM’s strong partnership with its user community.

PM AM has created several innovative processes that could be patented, but the company's focus on continuous technological advancement makes patents unnecessary. We choose not to file for patents to avoid offering outdated solutions.

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

FALSE ALARM

REDUCTION
- through education
and awareness
HIGHER

COLLECTION
RATES
- through ultramodern skip tracking
techniques

REVENUE
GROWTH
- through state-ofthe-art collection
compliance
techniques

CITY PERSONNEL
- personnel
involvement
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 12 FAMSTM | False Alarm Reduction
The cities that partner with PM AM to manage their alarm programs have seen a significant yearly decrease in false alarm calls. This reduction improves efficiency, promotes proper alarm system use, and encourages alarm companies and users to maintain reliability, reducing false alarm dispatches.

False alarm reduction is a key focus for PM AM's partner cities so PM AM provides resources, including manpower and education, to work with repeat offenders. While progress may be slow initially, consistent outreach over 12 to 18 months helps violators address false alarm issues.

Additionally ongoing support is provided throughout the program. More details can be found in the "False Alarm Reduction Processes" section of this RFP.

Below are a few examples of cities and counties that, through our consistent outreach engagement model, have achieved significant reductions in false alarms — a common priority for our partner cities.

City Names
(Population)
False Alarms Count
At The Start Of The
Program
False Alarms
Count
% False Alarms
Reduction
Houston, TX
(2,302,878) 73,107 49,875 32%
Cobb County, GA
(766,149) 10,561 3,313 69%
Oakland, CA
(430,553) 11,405 2,742 76%
Chula Vista, CA
(279,170) 4,300 1,005 77%
Richardson, TX
(118,802) 5,451 3,490 36%
Rowlett, TX
(65,113) 2,044 1,270 38%
Higher Collection Rates: PM AM targets up to 85%+ collection rates and in most cases, it is successful in collecting 90% plus. This higher collection rate is attributed to a workflow that is proprietary to PM AM. These sophisticated collection methods that analyze the payment trends and the preferred payment platforms used by the citizens to make payments help PM AM’s CSR’s in outreach to citizens with unpaid invoices. We have compared these proprietary workflow outreach methods with the typical conventional outreach efforts of others and our findings are that our collection rates are 10% to 12% higher using the proprietary workflow.

FAMSTM | Revenue Growth: In almost 100% of cases, PM AM achieves increased baseline revenue when it takes charge of a city’s alarm program. While it grows baseline revenue, PM AM always faces the hurdle of reduced false alarms, which results in reduced billing and collections for Executive Summary
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 13 the false alarms, which were eliminated through PM AM’s false alarm reduction approaches. PM AM deploys multiple time-proven internal processes to identify non-compliant businesses/residents in an engagement strategy that almost always results in higher compliance (permitting), driving baseline revenue to grow substantially for our partner cities. These strategies are discussed in detail in later parts of this RFP response.

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

Below the examples illustrate where unique FAMS techniques resulted in higher revenue growth.

In some cases, PM AM’s initial share is “paid for” by this increase in revenue, making PM AM services free from the second year onward.

City - Personnel involvement: The FAMS portal allows easy access for all stakeholders, supported by CSRs in Dallas and Houston. This integration of technology and human support boosts customer satisfaction and reduces the time cities spend on alarm management.

Furthermore, we have been presented 22 opportunities to introduce the FAMS solution to the following municipalities, all of whom were previously using our competitor's product:

City Names
(Population)
Revenue During First
Year Of
Implementation
Revenue For
Year 2024
% Revenue
Increase 2024
Houston, TX
(2,302,878) $ 6,400,000 $10,833,353 69%
Richardson, TX
(118,802) $ 191,175 $272,023 42%
Rialto, CA
(103,545) $ 56,906 $190,103 234%
San Marcos, TX
(70,301) $ 30,290 $84,616 179%
Little Elm, TX
(55,357) $ 37,729 $80,843 114%
Lincoln, CA
(52,534) $ 30,765 $50,636 65%
Middle Township, NJ
(18,302) $ 30,995 $52,976 71%
1 PEMBROKE PINES, FL 12 LAS CRUCES, NM
2 PINELLAS COUNTY, FL 13 DAVIE, FL
Executive Summary
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 14 These agencies were utilizing the services of our competitors, APS, or CentralSquare Technologies’ CryWolf, for their alarm management needs. However, they expressed interest in exploring other available alarm management offerings in the market. This presented an excellent opportunity for PM AM to present our solution.

Although many agencies were satisfied with their existing vendors, they were impressed by PM AM's customer service and innovative solutions. After comparing both options, the advantages of PM AM’s processes became clear, leading all 22 agencies to switch to PM AM for alarm program management. All are current clients and several have remained loyal customers for years since.

In summary, PM AM would like to offer…
In summary, PM AM is pleased to offer its extensive expertise and proven solutions to the City of Glendora. Drawing from our broad experience working with some of the nation’s most demanding municipal environments, our leadership in industry innovation, and our ongoing successful partnership with Glendora since 2021, we believe PM AM is uniquely positioned to provide unparalleled technological advancements and managed services in continued support of the City’s False Alarm Program.

We look forward to the opportunity to build upon this strong foundation and help Glendora achieve even greater success in its alarm management efforts for years to come. 3 COBB COUNTY, GA 14 VALLEJO, CA
4 DURHAM, NC 15 COLUMBUS, OH
5 PROVIDENCE, RI 16 IRVING, TX*
6 NORTH MIAMI BEACH, FL 17 ROSEVILLE, CA*
7 MORGAN HILL, CA 18 GLENDORA, CA*
8 DOUGLAS COUNTY, CO 19 TOMS RIVER, NJ*
9 HIGHLAND VILLAGE, TX 20 CALGARY, CANADA
10 EDMONTON, CANADA 21 YUMA, AZ
11 NEW CASTLE CO., DE 22 MEMPHIS, TN
Executive Summary
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 15 Organizational Structure
PM AM’s structure is designed for scalability, agility, and specialized service delivery. The organization is comprised of the following key operational divisions:
1 Executive Leadership
Responsible for strategic planning, governance, client relations, and regulatory compliance. The executive team ensures alignment with client goals and oversees the entire service delivery lifecycle. 2 Program Management Office (PMO)
Led by a dedicated Program Manager, the PMO coordinates client implementations, ensures service delivery excellence, and manages ongoing city support. The PMO is the primary liaison with city officials and is accountable for contractual compliance and performance metrics. 3 Software Engineering & Product Development
This team is responsible for building and maintaining the FAMS™ platform, including ongoing product innovation, system integration (e.g., with CAD), and user experience enhancements. All system development is done in-house, ensuring full control, rapid innovation, and customized solutions for client cities.
4 Customer Support Services
PM AM operates professional customer service centers in Dallas and Houston, staffed by trained Customer Service Representatives (CSRs) who handle citizen inquiries, permit applications, billing support, and alarm company coordination. The support team also offers multilingual assistance and monitors KPIs for quality assurance.
5 Data & Analytics
This unit manages real-time dashboards, custom reports, and monthly performance summaries that provide Glendora and other clients with actionable insights. The team also handles audit logs, data security, and system uptime monitoring.
6 Quality Control and Compliance
Oversees internal audits, training standards, regulatory compliance (including CJIS Readiness), and incident response protocols. This function ensures adherence to city-specific ordinances and public safety mandates.

Key Personnel Committed To PROJECT
PM AM has adequate staffing of ~40 employees in 2 call centers. All our staff goes through a rigorous hiring process that includes drug & background screenings and I-9 verification. Each team member also goes through an extensive training process through an AI tool Vai (a must-see during Company Information
Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 16 interviews). The quality of our well-trained staff is a primary factor in the many accolades our client municipalities have bestowed on PM AM since 2004.

PM AM has a dedicated staff of customer support representatives, our trained staff respond to customers’ phone calls thru a dedicated toll-free number in real time (100% calls are audited) and emails the same day, emails that are received late are responded to the next day, 99%+ responses include comprehensive details based on the question and are resolved with a single response. PM AM has the Same Day Call Back Policy in place for any voice messages left after office hours, this results in a high level of customer satisfaction.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 17 Below is a list of key PM AM Managers that will be involved in managing the City’s Program:

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

Cops helping Cops Program
These chiefs serve not only as strategic advisors but are also available to the City of Glendora for consultation and support throughout the engagement, reinforcing our commitment to practical, officer-driven innovation.

Jimmy L Spivey (ex-Dallas Lt. and Chief of Police, Richardson, Ret.) Vice President of Sales | Public Safety Division
[email protected]
Jimmy Spivey recently retired as Chief of the Richardson Texas Police Department. Chief Spivey spent many decades in Law Enforcement in Dallas and Richardson with over 10+ years as Police Chief. The Richardson Police Department was the first FAMS partner in 2004 with PM AM and Chief Spivey was instrumental in providing key inputs to bring down false alarms for the public safety organizations.

Chris Leusner (Chief of Police, Middle TWP, NJ, Ret.)
Consultant
[email protected]
Christopher Leusner was Chief of Police in Middle Township, New Jersey. With over 24 years of experience in law enforcement, He spent 12 years as Chief of Police. He is a past President of the New Jersey State Association of Chiefs of Police. He is a past State President of the FBI National Academy Associates New Jersey Chapter and past President of the Cape May County Chiefs of Police Association.

PM AM’s “Cops Helping Cops” initiative bridges the gap between technology and real-world policing. We’ve engaged 10 former police chiefs who actively guide our solution development, ensuring our products stay modern, relevant, and aligned with law enforcement needs.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 18 Bret Crook (Commissioner, Woodway, Texas, Ret.)
Consultant
[email protected]
Woodway Public Safety Director Bret Crook was with the City of Woodway for 27 years, coming to Woodway in 1996. Director Crook served as the Fire and Police Chief of Woodway.

Director Crook is a 1994 Baylor graduate with a Bachelor of Science degree in Education with minor work in computer science.

Roco Dina (Chief of Police, Buffalo, NY, Ret.)
Consultant
[email protected]
Buffalo Police Commissioner from 1998-2005, After retiring from BPD he has remained close to police chiefs providing whatever support they may need.

Robert Haigh (Chief of Police, Greenfield, MA, Ret.)
Consultant
[email protected]
Led the Greenfield, MA police force from 2013-2024. He had previously served as Orange’s police chief and began his career in law enforcement as a patrolman in Greenfield in 1999. He achieved numerous accomplishments with the department during his tenure, which includes state accreditation. He also served as the former president of the Western Massachusetts Chiefs of Police Association and was a recipient of the Phil Hano Award in 2019, which recognizes exceptional community support and service.

William Gordon (Deputy Chief of Police, Greenfield, MA, Ret.) Consultant
[email protected]
Joined the Greenfield, MA police department in 1993 and was promoted to Chief in 2024, spent 31 years with the department
Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 19 Thomas Preiser (Chief of Police, Harvey Cedars, NJ, Ret.) Consultant
[email protected]
He graduated from Kutztown State College in Pennsylvania and got a job as a special officer at Harvey Cedars in 1981. He worked at Bernards Township from 1983 to 1988, then returned to Harvey Cedars. He was chief from 2008 to 2020.

Albert Garcia (Chief of Police, Levelland , Texas, Ret.) Consultant
[email protected]
He graduated from SPC with an associate degree in law enforcement technology in 1992. He later worked as a police officer on the SPC Levelland campus for a few years before becoming an officer at the Levelland Police Department. He worked for the Amarillo Police Department for a little over a year before returning to the LPD. Chief Garcia was Awarded the Medal of Valor through the Texas Commission of Law Enforcement for his involvement in an active shooter event on July 15, 2021.

Pat Morgan (Colonel, Kenton County Sheriff Office, KY, Ret.) Consultant
[email protected]
During his 33 plus years in law enforcement, Col. Morgan has earned the respect of co-workers and Sheriffs throughout the Commonwealth. He has been a big help to the Kentucky Sheriff’s Association by overseeing the annual conference registration process, assisting with the logistics for training and hospitality, instructing classes for new Sheriff’s, and simply being a problem solver. In 2019, Kentucky Sheriff’s Association President Award winner.

Brandon Barnhill (Chief of Police, Paducah, KY, Ret.)
Consultant
[email protected]
Voted Kentucky Association of Chiefs of Police “Top Chief” in 2016. Started his law enforcement career in 1995 in Murray, KY before heading to Paducah. Barnhill became Paducah’s chief in 2013 and retired in 2018.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 20 Operations Team
Troy Brown
Director Customer Service
[email protected]
As the director over Customer Service, Troy oversees the day-to-day operations of the call centers and the data entry teams. He is also the primary point of contact through the duration of the implementation process and over the lifetime of the program. Troy brings 25+ years of call center management experience. He is responsible for managing the call center and Back office processes of 35-40 employees.

Michael Watts
Call Center Team Lead
[email protected]
Michael would be the Program Lead for the City of Dallas and assist with requests and develop new campaigns and content to engage citizens to increase their awareness about the City’s alarm ordinance. This role and his initiatives are the key to customer engagement through mailings, email and voicemail communications, and marketing campaign materials.

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

Olga Salazar
Alarm Incident Matching & Training Specialist
[email protected]
Olga reviews, updates, and corrects CAD alarm files to ensure accurate incident data matching with permits and maintaining communication with city contacts for incident issues. She also tracks incident data for timely, accurate billing. As a training specialist, she supports onboarding new agents and trains them on PM AM policies. As a senior agent, she handles customer engagement via mail, email, voicemail, and escalations.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 21 Priscilla Ceballos
New Installations, Cancellations and Payment Specialist [email protected]
Priscilla is responsible for updating permits when PM AM receives notification from the alarm companies of a change of status to their permit holders. She is also responsible for the deposits of cities that are not on a bank operated Lockbox.

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

Implementation Team
Kevin George -
Implementation Specialist/City liaison
[email protected]
Kevin brings 30 years of customer service and 25 years of technical experience. He previously worked at PX Technology as an Implementation Engineer and Support Analyst, handling custom application installations and collaborating with medical staff. Kevin has held various roles, from leading call center teams to earning Microsoft certifications in server and CRM support. He also has QA experience with PL SQL and Oracle databases.

At PM AM, Kevin will work closely with the City's and Police Department's project managers to develop a detailed project plan, covering key phases such as system setup, testing, and training. He will lead weekly meetings, providing progress updates, addressing schedule deviations, and ensuring the project stays on track.

Dhiren Raval
IT Program Manager
[email protected]
With a history of over 20 years in the IT and Program/Project Management field, Dhiren is a seasoned IT specialist with PMP Certification excelling in system design, implementation, training, documentation, and support. Boasting robust communication skills, he adeptly bridges client requirements with developers and clarifies developer inquiries to clients.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 22 Entrusted with the technical realm of FAMS™, Dhiren ensures seamless administrative, backoffice operations, assist onboarding new clients onto the FAMS™ platform and supervising the applications technical support among other duties.

In addition to these key individuals, PM AM has two call centers that are fully staffed with trained call takers, back-office personnel in Dallas and in Houston. To support the operations, PM AM rents large spaces in class A buildings for these two call centers, Dallas Headquarters is located at 5430 LBJ freeway, Dallas TX (Lincoln Center at the Dallas North Tollway and 635).

Commitment to Innovation and Technology: PM AM invests heavily in research and development, ensuring our FAMS™ platform remains at the forefront of municipal technology.

Innovations are implemented incrementally, with enhancements based on real-time user feedback, ordinance changes, and new operational needs. To date, FAMS includes over 100 real-time, customizable reports tailored to the specific data needs of cities and counties.

In addition to customer-facing enhancements, PM AM has developed advanced backend capabilities, including custom interfaces with Computer Aided Dispatch (CAD) systems.

Glendora: A Model for Successful Partnerships Since 2021, the City of Glendora has been a prime example of a successful partnership with PM AM. Through streamlined access to CAD data, high collection rates, and a remarkable 41% reduction in false alarms, Glendora showcases how our FAMS™ solution delivers both operational efficiency and enhanced public safety outcomes.

Our collaboration with Glendora goes beyond a client-vendor relationship; it's a true partnership built on long-term success. We are fully committed to meeting Glendora's evolving needs through continuous innovation, responsive support, and results-oriented service delivery.

State Of The Art Call Centers | Protection Against Disasters PM AM is committed to delivering uninterrupted alarm administration services for the City of Dallas, operating primarily from our Dallas, TX office location.

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

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 23

DALLAS, TX HOUSTON, TX
PM AM has made significant investments in strategic planning, infrastructure, and technology to establish state-of-the-art customer care centers in both Dallas, TX and Houston, TX. Our call support network is intelligently engineered to allow for seamless call redirection between the two locations. This robust setup ensures continuous, uninterrupted service to our partner cities, even during unexpected disruptions or emergencies.

Example: Hurricane Harvey – August 28 to September 1, 2017 During Hurricane Harvey, the City of Houston experienced severe flooding and torrential rains. In response, the Mayor’s Office declared a closure of all City administrative offices. Simultaneously, PM AM’s Houston support office was also closed due to flooding in the building.

Despite these challenges, PM AM’s cloud-based phone system was reconfigured within 30 minutes to seamlessly re-route all inbound calls from Houston to our Dallas support center. This ensured that even while City offices were closed, Houston citizens could still speak with PM AM Customer Service Representatives (CSRs) regarding their alarm-related inquiries.

PM AM is unique in the industry for offering an after-hours voicemail option. Callers can leave a message outside of normal business hours, and under PM AM’s standard Service Level Agreement (SLA), these messages are returned the next business day.

By contrast, other vendors managing alarm programs do not provide voicemail capabilities after hours. Their callers are simply instructed to call back during regular business hours, leading to missed opportunities and potential frustration for citizens PM AM Advantages
PM AM’s strength lies in its dedication to “incremental innovation”, practiced on a continuous basis. Each year, PM AM identifies two to three key areas for targeted innovation and modernization and allocates a dedicated R&D budget to advance these goals—ensuring our partner cities benefit from a solution that remains modern and forward-thinking.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 24 This strategic approach guarantees that cities always have access to a system that is relevant, adaptive, and aligned with the latest challenges, technologies, and demographic trends, including the unique needs of millennials, baby boomers, and the aging population within their communities.

The following are a few examples:
• Innovative Compliance Algorithm (2020): PM AM introduced an algorithm designed to enhance ordinance compliance by analyzing socio-economic demographics based on residence location.
• FAMS iOS & Android App (2018): PM AM launched a smartphone app offering 8 key functions, such as payment processing, ordinance review, key holder updates, along with push notifications and educational resources to help citizens prevent false alarms.
• Scan to Pay (2017): A cutting-edge solution that allows citizens to easily pay invoices by scanning them with their smartphones, catering specifically to mobile-first users. • USPS Mail Tracking (2014): PM AM developed a tracking system to monitor invoice and notice deliveries, providing partner cities with delivery details for customer inquiries and appeals, integrated with USPS tracking.
• Business/Franchise Engagement (2013): PM AM introduced a web-based service that improved the collection of unpaid invoices from businesses/franchises, leading to an increase in payments from this group.
• Citizen Experience via Videos (2009): PM AM was the first to offer instructional videos, helping citizens navigate the permit and payment processes, ensuring easy access to information.
• Integrated Document Printing (2008): In partnership with Pitney Bowes, PM AM developed a solution that ensures error-free invoicing using advanced printing technology, which supported rapid growth and eliminated media issues.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 25 • GIS-based Address Matching (2004): To enhance data integrity and improve enforcement accuracy, FAMS utilizes GIS-enabled address matching. This guarantees precise alignment between alarm locations and official city records, minimizing mismatches and facilitating better ordinance compliance tracking. • Alarm Company Collaboration (2005): PM AM partnered with alarm companies and municipalities to create a secure, self-service platform that addressed critical alarm management needs of all stakeholders.
• Multi-Factor Authentication (2022): PM AM significantly enhanced security by implementing multi-factor authentication for FAMS™, ensuring only authorized access and strengthening cybersecurity.
• 100% Cloud-Based FAMS (2004): PM AM introduced a fully web-based portal for both citizen and administrative alarm permit management, accessible from any browser. This model continues to evolve with regular updates and innovations. • 24/7 Citizen Support via Chatbots (2020): FAMS integrated intelligent chatbots to provide continuous assistance to citizens. These bots quickly answer frequently asked questions, guide users through the permit and appeals processes, and help with common ordinance-related inquiries, reducing call volumes and enhancing citizen satisfaction.
• Automation & RPA (2023): Robotic Process Automation (RPA) was implemented to handle complex, repetitive tasks—such as data processing, violation workflows, and notification generation—in minutes. This boosts speed, accuracy, and consistency, reduces human error, and frees up staff to focus on more valuable tasks. • VAI – Conversational Intelligence (2024): Our proprietary AI platform, VAI, elevates agent performance through real-time conversation guidance, post-call coaching, and AI-driven quality checks. It ensures agents are equipped with in-depth ordinance knowledge, improving their interactions with citizens, enhancing compliance, and driving better collection outcomes.
• Secure Access with Azure AD Single Sign-On (2025): FAMS™ now supports Single Sign-On (SSO) through Microsoft Azure Active Directory, enabling City staff to access the system securely using their existing credentials. This improves security, simplifies login management, and supports multi-factor authentication for additional protection.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 26 Awards and Certification
PM AM has earned several IT Awards and certifications.

CJIS Ready

Microsoft Custom
Development Solutions
Competency Certification
SSAE-16 SOC 1 – Type II

PCI | DSS Compliant

Microsoft Gold Certified
Partner
Microsoft “Sequel 2008
Front Runner Status”
Microsoft “Sequel 2005
Front Runner Status” –
Only 185 companies
worldwide
Microsoft ISV
(Independent System
Vendor) - Under 12 %
of Microsoft partners
have achieved this level
UiPath Automation
Excellence Awards 2022 -
Finance and Accounting
Process Automation Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 27 • PM AM is proud to be CJIS Ready, having undergone a rigorous system audit to achieve this prestigious certification for our FAMS™ platform. • Our payment processing operations are SOC 1 – SSAE 16 Type II certified, ensuring cities can trust the integrity of our financial controls. • PM AM maintains full compliance with PCI DSS Standards, safeguarding all payment-related transactions.
• As a Microsoft Gold Certified Partner, PM AM leverages top-tier consultation and tools to ensure the FAMS™ system remains innovative, secure, and dependable.
• We are also recognized as a Microsoft ISV Partner, a distinction held by fewer than 12% of partners, highlighting our commitment to best practices and high-quality software development.
• PM AM received the UiPath Automation Excellence Award (2022) for our groundbreaking work in automating billing and month-end processes, delivering a streamlined solution now used by over 150 clients to simplify complex operations.

Company Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 28 PM AM Corporation has a dedicated team of highly skilled professionals assigned to perform the required services. Below is the list of their discipline:

Here is the structured table with Name, Discipline, and Job Title for the PM AM assigned staff:

Name Discipline Job Title
Kevin George Implementation & Project
Management Implementation Specialist / City Liaison
Dhiren Raval IT & Program Management IT Program Manager Pankaj Kumar Executive Leadership Chief Executive Officer / Executive Project Sponsor
Jimmy L Spivey Public Safety & Law
Enforcement
Vice President of Sales / Public Safety
Division
Troy Brown Customer Service Management Director of Customer Service Michael Watts Call Center Operations Call Center Supervisor Madhura Kotkar Payment Processing Payment Specialist
Olga Salazar Incident Management &
Training
Alarm Incident Matching & Training
Specialist
Priscilla Ceballos Permit & Payment Processing New Installations, Cancellations & Payment Specialist
Antonia Rodriguez Mail & Document Management Mail Processing Specialist This table provides a clear overview of the assigned personnel, their areas of expertise, and their job.

PM AM has a scalable workforce and the capacity to deploy additional personnel as needed to accommodate increased service demands or special projects. Our talent pool allows us to quickly onboard additional customer service representatives, technical staff, and billing specialists to ensure uninterrupted and efficient operations for the City.

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

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 29 Pankaj Kumar
Chief Executive Officer | Executive Project Sponsor
[email protected]
Pankaj Kumar is a seasoned executive leader with extensive experience in technology-driven service solutions, municipal partnerships, and program execution. As the Chief Executive Officer of PM AM Corporation, he has led the company's growth and innovation in false alarm management, public safety technology, and municipal operations support. His strategic vision ensures that all aspects of the alarm administration service process align with industry best practices, efficiency, and compliance.

With over 40 years of leadership experience, Mr. Kumar has successfully overseen the implementation of false alarm management solutions in over 600 municipal and county jurisdictions, ensuring that cities achieve maximum ordinance compliance, reduced false alarms, and improved revenue collection.

Role & Responsibilities in the Project
As the Executive Project Sponsor, Mr. Kumar ensures:
• Strategic Oversight: Aligns all project roles and responsibilities with PM AM’s commitment to quality, efficiency, and customer satisfaction.
• Project Execution Assurance: Monitors service delivery, system implementation, and operational success, ensuring alignment with the City’s requirements. • Issue Resolution & Stakeholder Support: Acts as an escalation point for resolving challenges, constraints, or concerns raised by City officials, law enforcement, or alarm users. • Continuous Improvement & Innovation: Identifies opportunities for process enhancements, policy adjustments, and advanced system capabilities to improve service effectiveness. • Client-Centric Engagement: Engages with City leadership and law enforcement officials to ensure their needs, feedback, and compliance priorities are effectively addressed.

Commitment to the City
Mr. Kumar is fully committed to supporting the City throughout the entire project lifecycle, from implementation to ongoing management. With his proven leadership, extensive experience, and client-focused approach, Mr. Kumar will ensure that the City’s alarm management program operates smoothly, meets all compliance requirements, and delivers measurable benefits to the community.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 30 Jimmy L Spivey
Vice President of Sales | Public Safety Division
[email protected]
Jimmy L. Spivey is a highly respected law enforcement leader with over three decades of experience in public safety, crime prevention, and municipal operations. Having served over 10 years as Police Chief of the Richardson, Texas Police Department, he has a deep understanding of law enforcement challenges, false alarm impacts, and the importance of effective alarm management systems.

Chief Spivey played a pivotal role in reducing false alarms and improving alarm compliance enforcement policies, leading to enhanced public safety, optimized emergency response times, and reduced operational burdens on law enforcement agencies. His contributions have helped shape the national approach to alarm administration and enforcement strategies.

Role & Responsibilities in the Project
As the Vice President of Sales | Public Safety Division, Chief Spivey brings firsthand law enforcement expertise to ensure that PM AM’s False Alarm Management System (FAMS) aligns with the public safety priorities of the City. His responsibilities include:
• Law Enforcement Liaison: Acts as a bridge between law enforcement agencies and PM AM, ensuring that alarm management processes support police operational efficiency. • False Alarm Reduction Strategy Advisor: Provides expert guidance on strategies to reduce false alarms, improve compliance with alarm ordinances, and enhance public safety outcomes.
• Training & Policy Development: Assists in developing alarm user education programs, officer training, and enforcement best practices tailored to the City’s alarm management goals.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 31 Kevin George
Implementation Specialist/City liaison
[email protected]
Kevin joined PM AM in May 2023, with 30 years of outstanding customer service experience and 25 years of technical experience. Kevin has proven himself as an essential employee ready to do what it takes to deliver outstanding service all his customers.

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

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

Role & Responsibilities in the Project
• Collaborate with city and police department project managers to develop comprehensive project plans, outlining key phases from kick-off to ongoing support. • Lead and facilitate weekly project meetings, providing thorough communication, status updates, and detailed meeting minutes with action item tracking. • Ensure projects remain on schedule by monitoring progress, addressing deviations, and managing resource allocation.
• Provide installations and configurations for custom applications, ensuring customer satisfaction with product deployment.
• Utilize PL/SQL for QA resource functions, confirming accuracy of Oracle database changes and testing ETL jobs.
• Draw upon 30 years of customer service and 25 years of technical experience to deliver outstanding service to all customers.
• Leverage expertise in call center team leadership and Microsoft certifications for server and CRM support.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 32 Troy Brown
Director Customer Service
[email protected]
As the Director of Customer Service, Troy Brown plays a pivotal role in overseeing the daily operations of the call centers and data entry teams. His leadership ensures that these teams function efficiently, providing exceptional customer support and maintaining high levels of service quality. Troy's responsibilities extend beyond just managing personnel; he actively works to optimize workflows, implement best practices, and enhance the overall customer experience. His hands-on approach allows him to stay attuned to challenges in customer interactions and implement effective solutions to drive customer satisfaction and operational success.

Bringing over 25 years of call center management experience, Troy leads a team of 35-40 employees with a focus on efficiency, employee engagement, and continuous improvement. His expertise in workforce management, performance monitoring, and process optimization allows him to create a productive and motivated work environment. Under his leadership, the call centers and back-office teams operate cohesively, meeting customer needs with professionalism and efficiency. Troy's commitment to excellence ensures that the organization remains competitive in delivering highquality customer service solutions.

Role & Responsibilities in the Project
• Oversee daily operations of call centers and data entry teams, ensuring efficiency and high service quality.
• Optimize workflows, implement best practices, and enhance the overall customer experience. • Serve as primary point of contact for implementation and program lifecycle, collaborating with clients for smooth transitions.
• Lead a team of 35-40 employees, focusing on efficiency, employee engagement, and continuous improvement.
• Drive customer satisfaction and operational success through hands-on problem-solving and effective solutions.
• Manage workforce, monitor performance, and optimize processes to create a productive and motivated work environment.
• Ensure customer service initiatives are executed seamlessly, consistently meeting or exceeding performance benchmarks.
• Foster strong relationships with clients and internal teams to align business objectives with customer service strategies.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 33 Dhiren Raval
IT Program Manager
[email protected]
With an impressive career spanning over 20 years in IT and Program/Project Management, Dhiren is a seasoned IT specialist with a PMP certification, demonstrating expertise in system design, implementation, training, documentation, and support. His extensive experience allows him to efficiently navigate complex technical landscapes while ensuring seamless integration of systems and processes. Dhiren's strong analytical and problem-solving skills enable him to drive technological advancements, improve system efficiencies, and enhance overall operational effectiveness. His ability to manage multiple facets of IT solutions makes him an invaluable asset in delivering high-quality results.

A key strength of Dhiren lies in his ability to facilitate clear and effective communication between clients and development teams. With strong interpersonal skills, he acts as a crucial bridge, translating client requirements into technical specifications for developers while also simplifying complex technical concepts for clients. His ability to anticipate challenges, provide strategic insights, and address concerns proactively ensures that projects stay on track and meet business objectives.

This expertise not only enhances collaboration but also fosters trust and transparency between all stakeholders involved in the process.

Role & Responsibilities in the Project
• System Oversight & Platform Management: Leads the technical management of the FAMS™ platform, ensuring stable, secure, and high-performing operations. • Client Onboarding & Integration: Manages technical onboarding for new clients, overseeing data migration, system setup, and CAD integration.
• Stakeholder Communication & Support: Acts as the bridge between clients and developers, translating requirements and resolving technical issues efficiently. • Application Support Supervision: Oversees the technical support team to ensure timely issue resolution and maintains application integrity.
• Continuous Improvement & Innovation: Identifies opportunities for technical enhancements to improve functionality, efficiency, and user experience.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 34 Michael Watts
Call Center Team Lead
[email protected]
Michael Watts is a highly experienced customer service professional with a strong background in call center operations, customer engagement, and program management. As Call Center Team Lead at PM AM, he plays a key role in managing customer interactions, overseeing communication strategies, and ensuring efficient alarm ordinance enforcement. With a proven ability to develop and execute citizen outreach programs, Michael ensures that the City’s residents are well-informed about alarm regulations, compliance requirements, and program updates.

His expertise in call center leadership, digital communications, and community outreach enables him to provide top-tier customer service while improving public awareness and compliance with alarm ordinances.

Role & Responsibilities in the Project
As the Call Center Team Lead, Michael will be responsible for overseeing customer support, outreach initiatives, and program engagement strategies. His key responsibilities include:
• Customer Engagement & Awareness Campaigns: Develops new campaigns, outreach materials, and communication strategies to educate citizens on alarm ordinance requirements and compliance processes.
• Multi-Channel Communication Management: Oversees citizen engagement efforts through mailings, email, voicemail, and marketing campaigns, ensuring that all alarm users are informed and compliant.
• Call Center Operations & Team Supervision: Manages customer service representatives, ensuring they provide timely and accurate assistance to alarm users. • Dispute Resolution & Permit Assistance: Ensures that false alarm disputes, permit inquiries, and billing questions are handled efficiently, maintaining high customer satisfaction levels.
• Data-Driven Customer Support Improvements: Uses call analytics and feedback reports to refine customer service operations and enhance the overall user experience.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 35 Madhura Kotkar
Payment Specialist
[email protected]
Madhura Kotkar is a dedicated financial operations professional with expertise in payment processing, reconciliation, and financial accuracy. As a Payment Specialist at PM AM, she plays a critical role in managing daily transactions, ensuring accuracy in financial records, and maintaining seamless reconciliation between the Lockbox system and the False Alarm Management System (FAMS™).

With a strong background in banking operations, manual payment verification, and financial data management, Madhura ensures that all payments are processed efficiently, reducing delays and errors in financial reconciliation.

Role & Responsibilities in the Project
As the Payment Specialist, Madhura will be responsible for handling all financial transactions related to alarm permit payments, billing, and reconciliations. Her key responsibilities include:
• Daily Payment Processing & Lockbox Management: Ensures timely and accurate processing of daily transactions through the Lockbox system.
• Manual Payment Research & Verification: Investigates payments received without proper documentation (e.g., missing coupons, incorrect references) to ensure they are correctly applied.
• Financial Reconciliation: Maintains continuous synchronization between Lockbox and FAMS™, ensuring that all payments are recorded accurately. • Error Resolution & Payment Discrepancy Handling: Identifies and corrects discrepancies in transactions, preventing financial inconsistencies.
• Coordination with Finance & Customer Support Teams: Works closely with customer service representatives and the finance department to address citizen inquiries related to billing, payments, and refunds.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 36 Olga Salazar
Alarm Incident Matching & Training Specialist
[email protected]
Olga Salazar is a highly skilled specialist in alarm incident data management and training, with extensive experience in alarm file processing, incident tracking, and customer engagement. As an Alarm Incident Matching & Training Specialist at PM AM, she plays a crucial role in ensuring the accuracy of alarm incident records, improving data integrity, and facilitating seamless billing operations.

In addition to her technical expertise in data validation and permit matching, Olga is also responsible for training and onboarding new agents, ensuring that all customer service representatives are well-versed in PM AM’s policies, procedures, and best practices. With her strong communication skills, she also handles citizen engagement, issue resolution, and escalation management, making her a vital resource in both operational accuracy and customer satisfaction.

Role & Responsibilities in the Project
As the Alarm Incident Matching & Training Specialist, Olga will be responsible for maintaining the accuracy of alarm incident records, training new employees, and ensuring high-quality customer engagement. Her key responsibilities include:
• Incident Data Review & Correction: Audits, updates, and corrects alarm files to ensure accurate matching with alarm permits.
• Billing Accuracy & Data Integrity: Tracks alarm incident data to ensure timely and precise billing, preventing errors in violation notices and collections. • Coordination with City Officials: Maintains regular communication with city contacts to resolve alarm data discrepancies and compliance issues. • Employee Training & Onboarding: Supports the onboarding of new agents, providing training on PM AM policies, incident handling, and customer service protocols. • Compliance & Quality Assurance: Ensures that all alarm-related data adheres to city regulations, reducing disputes and improving enforcement efficiency.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 37 Priscilla Ceballos
New Installations, Cancellations and Payment Specialist [email protected]
Priscilla Ceballos is a detail-oriented specialist with expertise in alarm permit management, payment processing, and account updates. As the New Installations, Cancellations, and Payment Specialist at PM AM, she plays a crucial role in ensuring accurate permit records, processing payments, and maintaining seamless coordination with alarm companies.

Priscilla ensures that alarm permits are properly updated, and payments are efficiently processed to support the City's alarm management program.

Role & Responsibilities in the Project
Priscilla will be responsible for handling permit status updates, financial transactions, and coordination with alarm companies. Her key responsibilities include:
• Permit Updates & Status Changes: Ensures that all alarm permit records are accurately updated upon receiving notifications of status changes from alarm companies or residents.
• Cancellations & Revocations: Manages permit cancellations, ensuring proper documentation and system updates to reflect the change in status. • Payment Processing & Reconciliation: Handles deposit transactions for cities not using bank-operated Lockbox systems, ensuring timely and accurate processing. • Coordination with Alarm Companies: Works directly with alarm service providers to maintain up-to-date records of permit holders and ensure seamless data synchronization.

Priscilla is fully committed to ensuring the accuracy and efficiency of the City of San Bernardino’s alarm permit system. By maintaining up-to-date permit records, processing payments efficiently, and coordinating with alarm companies, she ensures that the City’s alarm management program operates smoothly and compliantly.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 38 Antonia Rodriguez
Mail Processing Specialist
[email protected]
Antonia Rodriguez is a highly skilled mail processing and document management specialist with extensive experience in handling high-volume correspondence, payment processing support, and document distribution. As a Mail Processing Specialist at PM AM, she plays a crucial role in ensuring the timely scanning, batching, and distribution of all correspondence received through lockboxes. Her meticulous approach ensures that all payments, permit documents, and city-issued notices are processed efficiently, meeting strict deadlines and regulatory requirements.

With a strong focus on accuracy, efficiency, and compliance, Antonia is instrumental in maintaining streamlined mail operations that support the City’s alarm management program.

Role & Responsibilities in the Project
As the Mail Processing Specialist, Antonia is responsible for handling critical mail and document processing tasks to ensure the efficient functioning of the City's alarm permit and billing system. Her key responsibilities include:
• Scanning & Batching Correspondence: Processes and organizes incoming mail received through the lockbox system, ensuring that all documents are digitized, categorized, and stored accurately.
• Payment Processing Support: Works closely with the billing and finance team to ensure that all payment-related documents are processed on time, maintaining the City's strict payment reconciliation timelines.
• Permit & Billing Documentation Management: Ensures that all alarm permit applications, notices, and correspondence are properly scanned, sorted, and forwarded to the appropriate department.
• Printing & Mailing of City Correspondence: Oversees the printing and timely distribution of all collateral sent to alarm permit holders, ensuring that all notices, reminders, and city communications reach recipients within the designated timeframe. • Time-Sensitive Document Handling: Maintains strict deadlines for document distribution, ensuring compliance with permit renewal notices, enforcement letters, and payment reminders.
• Collaboration with Other Teams: Works closely with customer service, finance, and compliance teams to ensure that all documents are accurately recorded, processed, and stored.

Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 39 Furthermore, PM AM would like to mention that we use “Pitney Bowes Inc.”, a company with 100+ years of operational history and $2.3 billion in annual revenue, as a subcontractor to meet our mailing needs of 2,000,000 USPS mails with their innovative mailing solutions including, their skip trace methods to track delivery of USPS mails.

Pitney Bowes Inc. Joy Andrews
Mailing Address : 3001 Summer Street, Stamford, CT 06926 Email : [email protected]
Telephone : 419-343-5449
Resumes
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 40 PM AM Corporation - Head office
5430 LBJ Freeway, Suite 370
Dallas, TX 75240
Phone: (972) 831-7400
Website: www.pmam.com
Email: [email protected]
PM AM Corporation – Branch office
4615 Southwest Fwy,
Houston, TX 77027,
Phone: (713) 581-7415
Primary Contact for this Proposal
Name: James McReynolds
Title: Director of Sales
Organization: PM AM Corporation
Address: 5430 LBJ Freeway, Suite 370, Dallas, TX 75240
Phone: (972) 573-4824
Email: [email protected]
Contact Information
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 41 PM AM serves a current client universe of 600+ municipal and county jurisdictions across the country with the various solutions we have developed specifically for the law enforcement and public safety industry.

Since 2004, PM AM has been a trusted provider of false alarm management services, partnering with municipalities across the country to deliver reliable, result-driven solutions.

Qualifications and
Experiences
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 42 In 2009, the City of Houston transitioned its Burglar Alarm Administration Services from EDS to PM AM Corporation.

From the outset, this strategic shift delivered immediate efficiencies, including a notable reduction in the need for City administrative staff and contracted personnel.

Since then, PM AM has consistently driven year-over-year improvements through innovative, compliancefocused strategies. These efforts have increased alarm permit issuance and renewals, improved fine
collections, and significantly enhanced overall program performance.

Substantial Revenue Growth and Expanded Program Impact
At the start of PM AM’s administration, the program generated approximately $6.4 million annually. By 2022, that figure had grown to $11.1 million—a 73% increase—in thanks to targeted outreach, automated compliance workflows, and data-driven revenue optimization. Importantly, this growth was achieved even as false alarms declined, demonstrating the effectiveness of PM AM’s approach.

Today, PM AM supports over 150 jurisdictions nationwide, including 39 in Texas, growing from just 16 clients in 2009. This expansion underscores the scalability and reliability of PM AM’s solutions across diverse municipalities.

False Alarm Reduction and Citywide Cost Savings
A key outcome of the program has been a 31% reduction in false alarms—from 73,107 incidents in 2010 to 50,671 in 2022. With each false alarm costing the City roughly $120, this reduction has saved Houston an estimated $12.8 million. Beyond financial impact, these savings translate into improved public safety by allowing law enforcement to focus on actual emergencies.

FAMS Customer Success – City of Houston, TX ARA Department $6.4 million
2009-Starting Revenue
PM AM began managing the
program when it was generating
$6.4 million annually.

$11.1 million
By 2022
By 2022, revenue grew to $11.1
million through smart automation
and data-driven strategies
73%
Growth, Fewer False
Alarms
Revenue rose by 73%, even as false
alarms dropped—showing true
operational efficiency.

Qualifications and Experiences
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 43 Contract Renewals and Strategic Initiatives
Houston’s continued partnership with PM AM reflects the City’s confidence in our results, innovation, and long-term value. Following the initial 2009 contract award, PM AM was again selected in 2017 through a competitive RFP process. In 2024, the City reaffirmed its trust by awarding PM AM the contract for a third consecutive term—marking a 15 year uninterrupted, performance-driven partnership.

Looking ahead, new initiatives such as the Real Estate Value Compliance Algorithm and enhanced Alarm Company Engagement campaigns are forecasted to generate an additional $17.5 million in revenue over the next seven years.

Focus on Customer Service and Operational Resilience
Customer experience has remained a top priority. PM AM has implemented self-service portals in multiple languages, live chat, mobile app access, tutorial videos, and customer satisfaction surveys—all designed to empower users and reduce the need for live support. Over 95% of issues are now resolved on the first call.

Notably, PM AM demonstrated exceptional operational resilience during Hurricane Harvey, maintaining uninterrupted services and delivering emergency notifications to at-risk facilities—highlighting our reliability under pressure.

Client Name City of Houston, TX
Description of Services Burglar Alarm Administration
Population 2,314,157
Contact Name Toya C. Ramirez
Contact Phone 832-394-9076
Contact Email [email protected]
Effective Date of Contract Since 2009 – till date
Qualifications and Experiences
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 44 FAMS Customer Success – Oakland Police Department, CA
Since 2008, PM AM has had the pleasure of working with four different city Project Mangers. We have made on-site
visits with each person and worked to create relationships with each individual.

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

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

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

Client Name City of Oakland, CA
Description of Services False Alarm Reduction Program
Population 440,646
Contact Name Juanita Velasquez
Contact Phone 510-238-6680
Contact Email [email protected]
Effective Date of Contract Since 2010 – till date
Qualifications and Experiences
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 45 PM AM has been providing false alarm management services to 150+ cities in the last 20 years and has extensive experience in working with jurisdictions throughout the country. It is with considerable pride that out of the 150+ cities that PM AM currently serves we present to you the following three references.

Client Name Ventura, CA
Description of Services False Alarm Program
Population 50,000
Contact Name Nona Palmer
Contact Phone 805.339.4392
Contact Email [email protected]
Client Name Newark, CA, Police Department
Description of Services False Alarm Program
Population 47,000
Contact Name Captain Jonathan Arguello
Contact Phone 510.578.4375
Contact Email [email protected]
Client Name Rowlett, TX, Police Department
Description of Services False Alarm Program
Population 66,813
Contact Name Belinda Montoya
Contact Phone 972.412.6298
Contact Email [email protected]
PM AM Corporation has a strong presence and extensive experience in alarm management services across 40 cities in California. We have successfully implemented our False Alarm Management System (FAMS) in various California jurisdictions, including Oakland, Chula Vista, Huntington Beach, Dixon, and Vacaville, among others. Our deep understanding of California’s municipal regulations, alarm ordinances, and compliance requirements enables us to tailor our services to meet the specific needs of California cities.

Professional References
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 46 Scope of Services
After a comprehensive review of Glendora’s false alarm management services and objectives, PM AM affirms its full understanding of and compliance with the overall scope of the project. In alignment with the City's request, PM AM has highlighted in green any areas where it offers enhanced or additional services beyond those outlined in the Scope of Services.

Glendora Scope of Services
Requirement Response
The City of Glendora is seeking a vendor
that can provide a turnkey false alarm
billing and management system under the
provisions of the City’s ordinance to
include tracking of alarm permits,
assessing and collecting false alarm
service fees, and collecting delinquent
accounts.

The City is interested in a vendor that can
provide these services to the City with no
upfront costs or financial risk on the part
of the City. The City envisions that the
successful vendor will retain a certain
percentage of all false alarm-related
revenue collected and remit the remaining
percentage of all permit and false alarmrelated revenue collected to the City.

The overall objective of the City is to
obtain the services of a false alarm
contractor handling alarm registrations,
tracking and billing. The responsibilities
below describe the City’s general
expectations and anticipated work to be
performed. The City encourages all
vendors to include in their proposal any
services they recommend in order to
achieve those objectives that are not
specifically requested herein.

As the City requested, PM AM has been
highlighted in green areas where we provide
services that go beyond the initial Scope of
Services.

CONTRACTOR RESPONSIBILITIES
Statement of Understanding
and Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 47

1. At the beginning of the project,
electronic conversion/import to the
vendor’s computer server(s) of the any
City alarm program records required to
support Contractor Services.

These records may contain any historical
City alarm business alarm system
locations, responsible party and other
alarm data previously developed by or for
the City of Glendora. The vendor shall
extract this data from over 13,000
electronic-based permits.

Compliant: As the current vendor, PM AM has
successfully integrated all necessary City alarm
program records into our system. This includes
GIS data, existing permitting, false alarm, and
billing records, along with business license and
water utility information. This comprehensive
data set ensures accurate contact details for
permit verification, false alarm notifications, and
billing purposes.

2. The vendor shall be responsible for
working with the alarm companies to
ensure that alarm permits are acquired for
existing and new alarm holders.

Compliant

3. Create and host a dedicated, secure
(SSL encrypted) Alarm Program website
for City residents and businesses to obtain
false alarm reduction educational
materials, review the Alarm Ordinance
and appeal requirements, access and
update the alarm account information,
and afford on-line payment of alarm fees
if preferred. Making online payments shall
be available to the alarm holder when
accessing the website on a desktop, laptop,
or any mobile device. This website may be
linked by the City to the City website if
desired.

Compliant : Our website already features demo
videos that guide users on effectively managing
their accounts through the online portal,
providing clear instructions and enhancing the
user experience.

4. Register, renew and bill the registration
of alarm systems in accordance with the
Ordinance. Registrations and renewals
may be processed by the mail, email,
telephone and/or online. Notice related to
registration and renewal may be sent by
email or mail based on the alarm user
contract information.

Compliant

5. Ensure that only alarm systems within
the City’s jurisdiction are registered.

Compliant

6. Appoint a Customer Service
Representative who will be primary point
of contact between the City and the
vendor.

Compliant: The Customer Service Representative
for the City will be Troy Brown, Director -
Operations. [email protected]
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 48

7. Update alarm business, alarm system
location and responsible party
information in accordance with the City
Alarm Ordinance. Updated information
may be processed by mail, email and/or
online.

Compliant

8. Import bi-weekly or monthly into the
vendors alarm billing system, alarm
incident data extracted by the City from
the City’s CAD System.

Compliant: As the existing vendor, PM AM
already efficiently imports alarm incident data
from the City's CAD System into our billing
system. This process occurs at regular intervals,
ensuring timely and accurate record-keeping.

9. Track false alarm responses as
provided by the City and alarm
registration status (such as active or
revoked) using the database.

Compliant

10. Make registration, false alarm, and
registration status data available for
import and export to and from the City
and alarm companies in a Microsoft Excel
compatible format.

Compliant: Data can be exported from the
platform in Excel, PDF, or CSV formats.

11. Initialize, maintain, secure and backup program databases including alarm business, alarm system location and
incident data, alarm related financial
transactions and account receivable
information. The vendor will comply with
the provisions of the Alarm Ordinance,
and update program business rules to
comply with Alarm Ordinance changes as
supported by the vendor’s software.

Compliant

12. Process false alarm incident data,
including the matching of false alarm
incidents with the alarm system location
in the database maintained by the vendor.

When new accounts are created based on
a false alarm activation, the vendor shall
verify if the address is correct and within
the City’s jurisdiction and ensure that no
duplicate accounts are created.

Compliant
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 49

13. Provide a toll-free citizen customer
support telephone line. Such services shall
not be outsourced and shall be conducted
by the selected vendor. Customer service
personnel must have experience in
handling the administration aspects
(including tracking and billing) of the
program and the service must be able to
support any citizen’s inquiries about the
City’s alarm ordinance, registrations,
fines, etc. This support line shall be
available Monday through Friday during
business hours, excluding holidays.

Compliant

14. Bill and correspond with alarm
businesses and alarm users in accordance
with the Alarm Ordinance provisions. This
will include but may not be limited to
clear and easy to understand invoices and
delinquent payment notices. A warning
notice will be sent to each alarm user as
soon as practical after the alarm user’s
first false alarm and each subsequent false
alarm preceding the first chargeable
incident. Warning notices may be sent by
mail, email, or other electronic method
based on the alarm user’s accepted contact
method.

Compliant

15. Process fee/penalty payments by mail,
online or from other payment channels, as
agreed on by the vendor and the City, and
apply these payments to alarm accounts.

Compliant

16. Support alarm hearings and appeals by
notifying the City of any such appeals
within 7 business days of receiving them.

The vendor shall inform the alarm holder
of the appeal process and ensure that all
supporting documentation is sent to the
City’s Alarm Program Representative. The
vendor shall update the system with the
disposition of any hearing results and
send a notification with the appeal
decision to the requestor by mail or email.

Compliant

17. The vendor shall collect and process
the information on the required biannual
Compliant
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 50 customer lists from the Alarm companies
who are doing business in Glendora.

18. Provide the City secure (SSL
encrypted), online, on demand access to
alarm management information and
reports including, but not limited to,
alarm account transaction history, alarm
system information, invoices, and
financial transactions/balances with
format and content specified by the
vendor alarm management system and the
designated bank, and agreed on between
the City and the vendor.

Compliant: Currently, the platform offers over 100
reports, allowing the Alarm Administrator to
access and generate reports on any data stored
within the system.

19. Perform special collection functions as
directed and authorized by the City such
as retaining a third-party collection
agency by providing delinquent account
information to other City Agencies. To the
extent permitted by local law, third-party
collection fees will be added to the
delinquent amounts.

Compliant: PM AM provides collection services
for all 150 full-service customers, maintaining a
collection rate that exceeds 90% of total program
billings.

20. Provide and maintain computer
equipment, software, mailing equipment
and furniture at the vendor’s processing
facilities.

Compliant

21. For the provisions of all services
outlined in the RFP, we require the vendor
be compensated exclusively from the
collected revenues generated by the City’s
False Alarm Program. The vendor should
be able to reconcile all amounts collected
during the previous month and provide
the City with an invoice showing the fee
calculation and supporting payment
reconciliation or have a process
substantially similar to this requirement.

Once the invoice is approved by the City,
electronic transfers would be authorized
to the City of Glendora and to the vendor
for the proposed revenue share amounts.

In addition, based on your delineated
costs of tasks, as well as the hourly rates
for all staff devoted to this contract, we
Compliant
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 51 ask that you include a breakdown of the
revenue sharing percentage.

The vendor is responsible for all costs of
carrying out these responsibilities
including, but not limited to, the cost of
staff, facilities, equipment, consumable
supplies, and first-class postage. Only
third- party bank and credit card fees, and
third-party collection costs (if any) e.g.
collection agency fee, and citizen
overpayments, if any, will be shared by the
parties through payment from gross
collections
Compliant

CITY OF GLENDORA'S

RESPONSIBILITIES

1. Appoint a City Alarm Administrator
and backup administrator who will be the
primary points of contact between the
vendor and the City. The Administrator is
responsible for overseeing the vendor’s
operation of the False Alarm Management
Services Program, and accessing program
information, as needed, via the vendor’s
provided online access.

Agreed

2. Requesting or supporting the vendor’s
requests of Alarm Companies, as needed,
to provide system information.

Agreed: PM AM efficiently ingests alarm and
disposition data from Glendora's CAD system via
FTP on a regular basis. This proven method
ensures the data arrives in a ready-to-use format,
eliminating the need for any pre-analysis, data
mapping, or knowledge transfer. This streamlined
approach allows for prompt, accurate billing, realtime reporting, and timely ordinance enforcement.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 52

3. Making any and all decisions about the
alarm call response, determining whether
calls are false alarms, providing any onscene communication of alarm related information to alarm users, and for
entering any alarm related information
within the City CAD system.

Agreed

4. Extracting false alarm incident data
from the CAD system and transferring this
data electronically to the vendor. The data
extraction format will be provided by the
vendor and the vendor may provide the
City additional software for automating
the transfer of false alarm data.

Exception: Our system already efficiently ingests
alarm and disposition data from Glendora's CAD
system via FTP on a regular basis. This proven
method ensures the data arrives in a ready-to-use
format, eliminating the need for any pre-analysis,
data mapping, or knowledge transfer.

5. Scheduling, conducting and making
appeal decisions for any false alarm
hearings.

Agreed

6. Conducting any general public
education programs on false alarms.

Agreed

7. Transferring any and all financial
information from the program generated
alarm reports to other Glendora financial
systems, as needed.

Agreed
Narrative of Approach
PM AM Corporation understands the City of Glendora’s priorities for its False Alarm Program:
reducing false alarms, maximizing compliance and collections, and providing a high level of service to citizens and public safety stakeholders. As the City’s current vendor since 2021, we bring a deeply embedded understanding of Glendora’s operations, challenges, and goals — and we offer a fully functional, optimized, and continuously evolving solution already in place.

No learning curve. No implementation. No downtime.

Our current platform is performing at a high level and already aligned with Glendora’s ordinance and operational needs. We remain committed to ensuring that the City experiences a frictionless continuation of service—while evolving the program to meet new goals and technology standards.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 53 Proposed Approach
PM AM’s proposed approach for the continued operation of the City of Glendora’s False Alarm Program centers around the following five pillars:

Stability and Continuity
• PM AM will continue to operate the existing FAMS™ platform with no disruption or transition period required.
• All implementation to Glendora’s CAD, payment, and communications systems are already functional and supported.

Responsiveness and Customer Focus
• Citizens and alarm companies will continue to have access to bilingual support through our dedicated contact center.
• Our “Same Day Callback” policy ensures timely resolution of inquiries and reduces complaint backlogs.

Data-Driven Decision Making
• Glendora staff will continue to receive monthly and on-demand reporting via FAMS dashboards.
• Reports include permit stats, alarm trends, collections performance, and exception notices to support compliance enforcement.

Continuous Improvement
• PM AM dedicates annual resources to enhancing the FAMS platform based on client feedback.

Partnership and Transparency
• PM AM remains committed to co-developing solutions that reflect the City's evolving policy, legal, and community priorities.

Our approach is not theoretical—it is working in Glendora right now. This proposal reaffirms our commitment to maintaining and expanding the results already achieved for the City.

The following narrative outlines our current operational approach, our commitment to continuous improvement, and how we will build upon the strong foundation already in place.

The main highlights of these services are provided here under, a more descriptive process is outlined immediately after this synopsis. This cloud-based software solution meets all the specifications of the ordinance, and it has functions and features better geared to meet any future requirements that the ordinance may present should it undergo any changes to incorporate more stringent ordinance provisions.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 54 For the past 20 years, PM AM has managed 150+ city ordinances, offering a comprehensive set of reports, customized letters, invoices, and account histories tailored by consultation with each city.

Ordinance-specific business rules, such as hearings, appeals, receivables, and management reports, are developed, showcased, and deployed based on each city's needs.

PM AM’s entire FAMS platform is secured and made available to the city and its designated employees for searches. All the searches are online in real time, and are role based. Permits and other information can be searched through different criteria like name, address, phone numbers, even partial searches are allowed and will display the best matches to quickly locate permits.

PM AM FAMS platform is highly secure, it has never been compromised in 20+ years and PM AM does not share any information with the outside vendors.

The Pricing section describes the revenue split and beyond the price provided in the pricing section no other charges are required to be paid by the city to PM AM for the maintenance and support.

As provided in this response, Citizens are given several options to carry out the functions of permitting and payments on platforms that are available 24/7 with the exception of phone calls that are available during regular business hours.

FAMS is a cloud-based solution therefore there is no hardware and peripherals that are required to be maintained by the city, PM AM maintains 2 call centers that are redundant and in the event one center goes down due to natural or man-made disasters all the calls can be transferred to the second call center. PM AM witnessed this situation during a hurricane when our Houston call center was impacted however all call center operations were transitioned to the Dallas call center within 30 minutes.

PM AM places special importance on training and investing substantial dollars in its employees, all our staff goes through a rigorous hiring process that includes drug & background screenings and I9 verification.

Customer Service
PM AM has a dedicated staff of customer success representatives, our trained staff respond to customer phone calls through a dedicated toll-free number in real time and emails on the same day, emails that are received late are responded to the next day, over 99% of the time.

Responses include comprehensive details based on the question and are resolved in a single response.

Michael Watts under Troy Brown's leadership, leads a dedicated team of customer support and data entry specialists who handle permit entries, payments, and appeals, typically within 24 hours. This ensures timely access to information for Michael and the CSRs to assist City staff and citizens. We view responding to the City of Glendora’ requests with the utmost Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 55 importance, on the same day if possible or within 24 hours, with Michael serving as the single point of contact for the city's Alarm Administrator.

The efficiencies in all department's result in 95% plus single called resolution being achieved for the City’s citizens whereas the industry average is under 60% for first call resolution.

FAMS enhances citizen care with a 24/7 self-service portal accessible via the City's website. Citizens can apply for permits, pay fees, update contact info in real-time, and access video tutorials for easy navigation. The portal also offers educational content and a false alarm academy with best practices to reduce false alarms.

Additional tools and access points like Mobile Apps, Live Chat, Chat bots and FAMS integrations with Facebook Messenger provide more platforms and avenues for citizens to carry out their alarm ordinance responsibilities effortlessly within their timetable.

Permitting
PM AM’s False Alarm Management Solution (FAMS) supports the permitting process for citizens choosing to register their permit, we maintain the permit status throughout the age of the permit along with any annual updates like Contacts etc. as well as built-in innovative processes to identify non-compliant locations:
• Identify and engage locations with False alarms that are not registered • Engage with alarm companies to identify non-permitted locations based on the alarm company’s subscriber listings
• Verifying each permit holder’s address is within the city’s jurisdiction by utilizing up to date GIS files
Permit information is kept up to date throughout the contract and can be searched by; • Permit Holder name
• Key Holder information
• Phone numbers
• Billing address if different from permitted address
• Email addresses of all contacts
FAMS has implemented a built-in function to validate the permit address with City’s GIS in real time whether a permit is applied for online, if it is received by a paper form at the lock box, or if it is being entered by our data entry specialist.

FAMS provides multiple ways for your citizens to apply for a permit:
• Traditional mail-in application process
• Interactive self-service web portal application
• iPhone and Android app, chat bot and Facebook messenger to apply for a permit Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 56 The processes are already implemented for the city and no assistance is required from the city to manage this process.

FAMS can interface with various CAD systems to transfer permit details. We've successfully integrated with systems such as Central Square’s One Solution for Midland, TX, and Suffolk, VA, and Motorola’s PremierOne CAD for the Jacksonville Sheriff’s Department, FL, as well as Northrop Grumman CAD for the City of Houston in the past.

Alarm Tracking, Billing and Accounting
FAMS can be set up to import the City of Glendora’ alarm incidents from the City’s CAD and generate notifications and invoices as required by the ordinance.

FAMS includes integrated billing and accounting software. Unlike working with external accounting applications like Quick Books, all billing, collections, account receivables are a part of the FAMS™ solution. The invoices are generated and sent on the City’s letterhead with the proper remittance information for the lockbox, this section of the invoice can be simply detached by the permit holder and sent along with the payment.

The software deployed to the City is equipped with the necessary checks and balances to reconcile all the permit and false alarm data that has been invoiced, payments that are received, refunds that are issued, and any adjustments there are carried out in FAMS.

A detailed Month-end accounting statement is sent out to the City every month that selfreconciles to the previous month’s balances and provides a transaction level detail along with the summary for all the new accounting activities that took place in the current month.

PM AM maintains SOC-1 audits, which ensures full transparency, so all necessary documentation is available for city audits. Online payments are routed through PCI-compliant payment gateways for security as well. These certifications result from PM AM's processes, which reconcile accounts daily, weekly, and monthly, providing fully reconciled statements to the city.

Collections
PM AM allows citizens to make payment by check as well as through the online portal. PM AM sends three reminders after 30, 60, and 90 days for outstanding invoices along with followup telephone calls and conducts skip tracing on delinquent accounts. PM AM continuously engages with account holders to recover outstanding balance beyond 180 days. PM AM follows prescribed ethical methods for the collection process.

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

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 57 Please keep in mind that any collections made by a third-party, PM AM will still receive it’s share of those revenues collected.

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

PM AM follows up with a process to make direct calls to citizens/companies late in making payments.

Also, PM AM has introduced a detailed return mail handling process:

1. We collect all return mails from PO Box daily.

2. Then we scan all collected return mails in the OPEX System as “Return Mail” instead of as “Daily Mail”.

3. After scanning is done, our internal automated process identifies the associated City and Permit using the scanned remittance slip.

4. Lastly, we tag all the identified permits as “Stop Correspondence”, to avoid sending mails to those permit addresses again.

Should the city desire, PM AM works with the city appointed 3rd party for unpaid fees.

Reporting
The City of Glendora will have complete insight into all functions of the False Alarm Management Services on a real-time basis through various reports, ad-hoc queries, and drillable dashboards. This includes reports on unpaid aging accounts 30, 60, 90, 120 days and beyond. FAMS has more than 100 reports that can be generated based on variable parameters. Most of these reports can be exported in PDF or Microsoft Excel formats.

Such reports are very helpful for the City of Glendora Police, Finance, and other officials to review the progress of the program. PM AM believes that these types of applications need to be supported by a cloud-based solution with SSL Certificates, providing the best in encryption and security. All information is provided in a readily available form; this is in addition to any need City staff may have to engage PM AM’s award-winning support staff like Kevin or Michael. All reports are available to the City’s staff as requested.

Citizen Education
PM AM offers several features like a proprietary phone app with Push notifications, online academy, bill inserts, high violator’s identification, etc. at no additional cost to City of Glendora which helps in engaging citizens and provides them important information to reduce false alarms and increase ordinance compliance. PM AM is currently working on building a texting engine to engage citizens to further reduce false alarms.

PM AM deploys a set of processes that are responsible for bringing down false alarms. These Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 58 processes have been responsible for reducing the false alarms in the 150+ cities we serve today.

PM AM feels confident that these processes can continue to substantially reduce the false alarms for City of Glendora over the term of this Program.

The online alarm Academy Provided by PM AM has proven very insightful for the citizens.

As a result, citizens are informed about the reasons false alarms occur and take preventive measures that help reduce the false alarms in the future. Training materials are available in English and other languages as well.

Hearing and Appeals Support
FAMS stores, updates, and maintains the complete documentation required for appeal hearings. This allows cities to conduct appeal hearings using PM AM’s unique portal or dedicated administrative staff that work under Kevin George and Michael Watts.

The new FAMS intuitive appeals module provides flexibility to the hearing officers to review the complete historical information in real-time along with the requested Appeal information. This enables them to make informed decisions in a timely manner. Once the reviewer makes the decision in FAMS regarding the appeal, should the reviewer approve the appeal, FAMS automatically sends a notification to the permit holder that the appeal is approved.

Should the reviewer deny the appeal, FAMS automatically generates a new invoice for the amount that was being appealed. This process is compliant with the City’s False Alarm Programs Appeals Policy.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 59 After a thorough analysis
of the City’s specific false alarm program requirements and objectives as listed in the RFP’s “IV.

SCOPE OF WORK” PM AM FAMS 100% web-based solution will be comprised of 10 core processes to deliver upon the City’s program expectations.

PM AM will perform the following functions and processes as outlined in the RFP:
1 Alarm Permitting &
Renewal
24x7 permit portal, automated renewals, GIS
validation, multilingual support
2 False Alarm Tracking and
Billing
Statute-based billing rules, automated incident
import, flexible invoicing
3 Interfaces Seamless sync with industry-standard CAD and Accounting systems
4 Hearing & Appeals Support Appeals via web, mail, or in-person; automated hearing schedules
5 Collections Real-time AR tracking, online/mail payments, audit-ready statements
6 Reporting | Analytics 100+ reports, live dashboards, Excel/PDF exports 7 Customer Service Self-service portals, mobile apps, citizen engagement tools
8 False Alarm Reduction
Processes
Educational outreach, online training, violator
identification
9 Marketing and Public
Service Information
Outreach via newsletters, inserts, media, and
community campaigns
10 Data Security and
Reliability
256-bit SSL, secure hosting, 99.99% uptime,
multi-layer protection
Detailed Functional Overview of FAMS™ Solution
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 60 Alarm Permitting And Renewal
PM AM maintains the alarm permit database for the City in real time. Citizens and businesses can apply online for permit registration or can use traditional paper applications.

PM AM will continue to use the City’s current numbering system to issue permits.

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

PM AM’s document specialist will review the existing alarm permit registration form and work with the City’s alarm administrator to finalize the permit registration form that incorporates the requirements of the City’s ordinance and the best practices that PM AM suggests, this results in City officials having the accurate and complete information about the permit location that is readily available to dispatch, police officers, fire responders, emergency personnel, alarm administrator and PM AM CSRs.

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

PM AM’s proven web-based citizen self-service portal is integrated with the City’s existing website striving to create a safe, transparent, and risk-free environment to the City’s community. The citizen portal is designed to make the alarm permit application process easy and accurate. The application module is designed to capture all relevant citizen and alarm company data proven to be necessary to support a successful alarm program through the use of pre-requisite fields along with address validation of the alarm site. All data is presented to the citizen for review prior to submission. This process ensures that all information submitted in the permit application is complete and accurate.

Immediately upon logging on to the City website, your citizens are provided a video demonstration to complete the permit application. Your citizens are confident in completing this process after learning the step-by-step instructions provided in the video demonstration.

This sophisticated web-portal informs your citizens regarding the receipt of application and notifies them of the acceptance/denial of the application. Your citizens discover that in just a few minutes, the permit is accepted, with a copy of the permit emailed to them. PM AM has Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 61 invested a great deal of time, money and resources in maturing these sophisticated processes.

These processes ensure that all information is cross referenced and verified and is 100% accurate and up to date. PM AM references City databases like GIS, utilities etc. to enforce the accuracy of the information. Our partner cities and counties constantly express the positive feedback they receive from their citizens and staff.

Once a permit is registered in FAMS database, then all subsequent alarms that happen at the permit location are assigned to the permit. City staff and PM AM staff are able to see the permit status, invoices, payments, and all past incidents including the number of incidents in the last 12 months in real time. FAMS maintains the original registration issue date, date of each false alarm including incident count (true/false), historical information on registration issuance and current registration status (active, expired, suspended, no-response etc.) information on a real time basis. Your citizens, City’s alarm administrator and PM AM’s CSRs, all have the ability to maintain the key holder information in real time through FAMS administrative and citizen portal. PM AM will continue to conduct all aspects of alarm permitting including but not limited to registration, annual updates and maintaining the alarm permit status.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 62 FAMS maintains the following required information for permits:

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

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

Permit Number Permit Issue date | Expiration/Renewal date.

Permit name, alarm site address with apt/suite #,
phone number, and email address of the person
responsible for proper maintenance.

Type of property (residential | commercial |
exempt).

Permit Type: Permit Holder | non-permit holder Permit Status: Active | Inactive | Cancelled | Suspended etc.

Billing name, address and contact information (if
different).

Holder name, address and contact information (if
different).

Name, address and contact information for the
alarm company responsible for installing the alarm
system.

Name, address and contact information for the
alarm company responsible for maintaining/
monitoring the alarm system
Type of alarm system Date of installation
Names and phone numbers for four contacts. Date of 1st and subsequent suspensions Date of reinstatement etc.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 63 FAMS can interact with various Computer-Aided Dispatch (CAD) Systems, enabling the transfer of necessary alarm permit information to the City's dedicated FTP location in a plain text CSV format. This information encompasses details such as the Permit Number, Permit Name, Alarm Site Address, Permit Status, Issue and Expiry Dates, Special Conditions, Pet Information, among others, in alignment with the agreements established with the City's CAD systems. We have successfully integrated our system with several CAD platforms, including Motorola’s Premier One CAD, utilized by agencies like Jacksonville Sheriff’s Department in Florida and in Coppell, Texas, as well as the Central Square One Solution, adopted by Midland, Texas, and Suffolk, Virginia.

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

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

Continually Updated Permitting Renewal Payment Information PM AM provides citizens an opportunity to update the responsible party and key holder information in real time in the citizen portal or by informing PM AM through phone calls or Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 64 written correspondence. Such best practices result in responsible party and key holder information being accurate and always available to the responding law enforcement officers.

Additional Permitting Processes
PM AM has outlined several key permitting processes within this section. There are additional processes within PM AM’s Billing, Security Company, Citizen Web Portal, and Customer Service programs that also enhance permitting compliance. PM AM’s permitting goal is to greatly increase alarm permit compliance and in turn, significantly increase City revenue from the permitting process. We have consistently increased permitting revenue between 100 – 300% for our partner cities.

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

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

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

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

Notifications and invoices are sent to the citizens to inform them of any violations of the alarm ordinance on a frequency specified by the city. The invoices provide historic false alarm details and fines so the recipient is able to cross reference the invoice with the City’s municipal code requirements.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 65 This provides your citizens the confidence in the alarm program, and they pay their invoices on time. Invoices are sent with the following information:
• Account number, Invoice number and Invoice date
• New incidents for false alarm. All incidents are verified by FAMS business rules that are initially set and tested in accordance with the City ordinance • Time, date, type, sequence number, and response fee for each new incident including “Waived calls”
• Amounts paid, adjustments
• Amount of previously unpaid or delinquent response fees outstanding • Procedure to appeal a response fee
• History of incidents etc.

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

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

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

PM AM invoices those customers whose checks were returned by the bank for insufficient funds. PM AM staff creates the additional NSF invoice and sends this new invoice along with all previous outstanding charges to the permit holder.

FAMS will continue to utilize the City’s ordinance business rules including but not limited to invoicing registered as well as unregistered locations, notifying citizens of every false alarm occurrence or when they are close to exceeding false alarm limits, notifying citizens delinquent by 30 days and 60 days along with the verbiage informing them of enforcement action, notifying the City regarding locations being placed or removed from no-response etc.

Similar rules are already incorporated into the FAMS system for other municipalities.

Additionally, FAMS can track organizations that have filed for Chapter 11 status; business rules within FAMS prevent billing these organizations.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 66 Interfaces
CAD Interface
PM AM interfaces with many leading “industry-standard” Computer Aided Dispatch (CAD) systems.

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

PM AM has accomplished the data exchange with CAD vendor’s cooperation and without CAD vendor’s active participation where cities directed PM AM to do so. Out of 100+ clients that PM AM serves, in only 5% of these programs the CAD vendor provided the interface.

In the other 95% of the programs PM AM built the data exchange routine on its own with City IT input.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 67 If required, PM AM will make modifications to its secure Application Programming Interface (API) to accomplish this integration by Coordinating with the City’s IT team.

Hearing And Appeals Support
PM AM offers its FAMS managed service as a complete 100% web-based solution to store, update and maintain all documentation required for appeal hearings.

FAMS has an intuitive appeals function that contains all the requisite information for a hearing officer to make a decision from the office or while using a mobile device.

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

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

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

Alternatively, in cases where the permit may have been revoked due to excessive false alarms, a revocation notice is mailed to the citizen along with the instructions to request an appeal hearing. The FAMS solution provides a function for scheduling appeal hearings that allows the City to schedule the requested hearing in the time slots that the hearing officer has notified FAMS that he or she is available.

In the event that all the available time slots are taken, the City designee will enter the appeal request into a queue that will be called to schedule as soon as a new time slot becomes available. Hence, all appeal requests are handled in the order received. The hearing officer is provided with the complete account history enabling him/her to make the decision in an efficient manner.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 68 Alternative Process for Appeals by Mail
When a citizen elects to appeal by mail, the CSR who takes the information by phone or by mail will submit the appeal request with all the relevant permit account details for the hearing officer to review at his or her convenience.

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

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 69 Collections
PM AM has evolved to be the industry-leading service provider, realizing the highest collection rates for our partner cities.

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

FAMS has a proven proprietary integrated billing and accounting software that guarantees accurate accounting. This solution is feature rich with multiple choices to empower you by presenting accurate information in the most flexible way to support your dayto-day needs, analysis, and decision support.

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

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

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

Funds are dispersed to the City after monthly reconciliation, based on a percentage of the revenues collected, as per the agreed-upon contract.

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

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

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 70 Secured Payment Processing Gateway
PM AM has integrated necessary payment gateways to support ACH, debit, and credit card transactions online, imposing a minimal convenience charge of $3.00 for each transaction. This integration guarantees that payments are processed successfully at the same time, and no information regarding the credit card is stored in FAMS. This process results in no liability on the part of PM AM or the City. Since FAMS captures all the information in real time, accounts are reconciled on an ongoing basis.

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

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

The FAMS collections system includes the ability to:
• Input cash receipts indicating which charges/fees to apply payment • Apply partial payments
• Process payments the same day
• Process and record returned checks
• Accept credit card payments transactions online and via phone • Accept bank routing information for online e-payment transactions Adjustments
FAMS allows adjustments that the City officials may deem necessary on the invoices that were sent out. An example of this is an alarm that was disposed as false and later it was determined to be true but the information of the alarm being true was not communicated to PM AM. In such events FAMS allows a functionality to enter the true alarm for a prior date. This aids in the documentation for any adjustments/cancellations that are requested by the City.

Refunds
Alarm Companies/citizens at times may send overpayments, PM AM has a transparent process through which all refund requests go through two levels of authorization and are submitted to the City for taking appropriate action. Once payments are received from the City, PM AM will remit a refund check to the individual/business account and or alarm companies.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 71 Meeting Collection Goals
PM AM’s ability to meet up to 90%+ collections goal is based on utilizing FAMS collection processes as outlined in this section and supported by the other program process areas. FAMS uses scientific processes and payment trend analysis to identify which outstanding collections require attention. Additionally, PM AM’s ability to deliver superior service from its Customer Care Center will create a great customer experience for the City’s citizens. PM AM has utilized these processes to deliver the highest collection percentages possible with current partners.

Collection Business Processes | Workflow
PM AM collection efforts are based on a scientific process by utilizing trend analysis.

These trend analyses give collection specialists detailed knowledge to set-up and execute debtor callback patterns using a scientific process that generates a call list.

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

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

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

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

We also use the following methods for skip tracing:

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

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 72 Integration With City’s Water/Utilities Database
PM AM has established processes to perform skip tracing by accessing water and utility databases across various cities. These databases provide the most current address and phone number details for citizens. By leveraging this accurate and up-to-date information, PM AM is able to identify and engage with individuals who have relocated within the city but have yet to settle their outstanding charges.

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

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

Increased City Alarm Program Margins
PM AM has constantly been innovating processes and looking at modern solutions that are required to fulfill the large mail processing requirements that a partner City brings. PM AM’s relationship with industry leader, Pitney Bowes is almost a decade old. During this period, both sides have collaborated to create unique processes that fulfill the current demand of accuracy and speed with which large volumes of postal mail needs to be sent out every month.

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

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

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

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 73 Integrated Document Printing
The partnership with Pitney Bowes has brought many best practices to PM AM and its customers. One such benefit is Integrated Document Printing. This innovation provides PM AM and its customers an assured solution where documents of any length are customized during the implementation phase for invoices, and other citizen outreach purposes without ever worrying if the mail pieces will have any problems sorting through this complicated document printing process. PM AM sends out accurate mailings that are guaranteed by the time proven processes matured by industry players like Pitney Bowes over several decades of their research and development in this area and their willingness to co-develop processes with their customers like PM AM.

Reporting
Reporting and Data Management
FAMS delivers a robust reporting infrastructure, offering over 100 comprehensive reports accessible to the City of Glendora Alarm Administrator and designated officials.

As a fully web-based system, FAMS ensures that all reports available to PM AM personnel are equally accessible to City staff through any standard web browser.

All reports are available on a 24/7 basis, ensuring uninterrupted access to accurate, real-time information. These reports are designed with flexibility in mind—most can be exported in both PDF and Microsoft Excel formats. Users can configure reports as standard or ad-hoc, with customizable filters including date ranges, account statuses, and additional parameters.

These extensive reporting capabilities are provided to the City at no additional cost.

FAMS’s transparent and detail-rich reporting supports audit compliance by supplying complete records and documentation required for routine or special audits, including independent certified audits covering financials, service delivery, controls, and billing processes.

Additionally, FAMS’s reporting tools promote a collaborative and proactive environment for periodic performance reviews with the City. These reviews may address service quality, customer service practices, business operations, issue resolution, and future strategies, and may be conducted in person or via teleconference.

To illustrate the breadth and depth of FAMS’s reporting system, a selection of key reports includes:
• Multi-criteria account search functionality.
• Listings of alarm users by permit number, name, address, or affiliated alarm company. • Accounts Receivable Aging Report showing outstanding balances segmented by aging periods (e.g., 30, 60, 90+ days).

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 74 • Ledger Report detailing all revenue transactions, including adjustments, refunds, and returned checks, filterable by day or custom date range. • Payment Report summarizing receipts by invoice type and payment date. • Detailed alarm activity history for each user, including appeal records. • False Alarm Rate Analysis by alarm user.
• “Top Offenders” report, filterable by hour, day, or month. • Reports identifying non-responsive or suspended accounts with full account details. • Account listings categorized by current status.
• Custom reports generated upon request by the City’s Alarm Administrator.

Below are screenshots of selected sample reports:

Account Receivable Aging Summary Report
Ledger Report
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 75 Payment Received Report
Additionally, PM AM has developed a feature that allows City users to create ad-hoc (custom) reports, with the ability to save custom report templates for easy regeneration as needed.

Custom Report
City officials will have access to the "Permit Analysis" feature, which delivers accurate, real-time data. This includes detailed permit histories with a full audit trail of all system transactions, tracking every action, invoice, payment, and all forms of communication with customers, such as text messages, traditional mail, and emails. Furthermore, this feature provides visibility into all correspondence related to the City's alarm program, including images of mailed items like permit applications, checks, or appeal documents sent to the designated P.O. Box.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 76 Permit Analysis
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 77 Monthly Closing Statement Overview
Monthly Reconciliation Statement Report
We provide the City with a comprehensive monthly closing statement that fully complies with the required standards. This statement includes all the necessary details for reconciliation and approval of payment disbursements within the specified 30-day period. It contains the following key information:
• The name and address of the city department receiving services • The date range covered by the statement
• A detailed breakdown of all collections and deposits made to the designated bank account during the period
• A clear, itemized explanation of fees and payments collected from billing accounts • The total amount of deposits and the closing bank balance In addition to the standard requirements, our monthly statement also includes:
• Opening and closing account balances
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 78 • Total billed receipts for the period
• A summary of any adjustments made, along with their justifications • A breakdown of revenue splits
• Detailed transaction records supporting all reported figures This structured format ensures that the City receives complete documentation to support internal accounting processes, simplify reconciliation, and facilitate timely payment disbursements.

To further aid the City's accounting review, our reports proactively address common questions such as:
• Are revenue splits calculated according to contract terms? • What adjustments were made, and what are the justifications for each? • Do billed receipts align with deposits and collections? • How do beginning and ending balances compare to previous statements? • Is the transaction-level detail sufficient to support summary figures and audit requirements?
We are committed to maintaining transparency, accuracy, and responsive communication. Any additional documentation or clarifications are readily available upon request.

Dashboards and Analytics Reports
FAMS is an industry-leading alarm management solution that offers City decisionmakers secure, web-based access to real-time statistical dashboards and analytical reports. This enables City officials to instantly monitor false alarms, billing, and collections at any time.

In addition, PM AM pioneered the use of “Drillable Reports” as early as 2003. This feature allows users to click on data points within dashboards and reports to drill down into detailed, unit-level information directly through the FAMS interface.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 79 Customer Service
Citizen Self- Service Web Portal
PM AM’s FAMS provides a secure and dependable self-service web portal, specifically tailored for the City’s citizens. Through this portal, citizens can make online payments, access information on false alarms and related education, and complete the alarm awareness online class. Offering a 24/7 self-service option is essential, as today’s tech-savvy users are more inclined to utilize a web-based, self-enrollment platform over traditional mail-in or call center methods. The portal will be conveniently accessible via a link on the City’s official website.

The City’s citizen web portal will achieve the following processes and objectives:

Alarm & Billing History
Citizens can log into FAMS™ secured area to check all historical False Alarms history, unpaid bills, and contact information.

Citizens can access such information at no additional cost or fee. Most importantly, citizens are able to update their contact information online. This will enable first responders to have the most accurate data for each alarm location.

Bill Payment
Citizens can conveniently pay their bills from home using the FAMS™ user-friendly, reliable, and hassle-free portal. The FAMS™ citizen portal is secured with 256-bit encryption and adheres to PCI compliance standards, ensuring safe and secure transactions.

Citizen Education & Awareness
Citizens can access educational materials aimed at reducing false alarms and participate in the false alarm prevention class through the portal. For those with limited internet access or familiarity, the same educational content can be provided via USPS.

Additionally, citizens can review important information related to the State’s Alarm Statute, including the fine schedule, police response protocols, appeal procedures, and more.

Email Notifications
Citizens receive email alerts for outstanding bills, payment confirmations, and other important updates. Additionally, they have the option to opt-in for notifications that include educational Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 80 materials on false alarms and helpful tips for minimizing false alarm incidents.

Permit holders also have the flexibility to make payments via USPS mail or in person at the City Cashier's office. PM AM supports all major payment methods, including payments by phone. Payments sent through USPS are directed to a financial institution designated by the City.

PM AM was the first in the industry to introduce an enhanced user experience through customized citizen portals. Upon logging into the City’s website, citizens are guided stepby-step through the false alarm payment process using a video tutorial. These instructional videos empower users to easily navigate tasks such as reviewing ordinances, paying outstanding bills, updating contact information, and viewing account or false alarm history. This innovative module was introduced by PM AM eight years ago, setting a new standard in the False Alarm Management industry—one that has since been imitated but not matched.

PM AM’s implementation team employs creative design strategies to tailor each portal to reflect the unique identity of its partner city or county, ensuring consistency with the overall theme, look, and feel of the City’s official website. The portal is fully encrypted and secure, safeguarding all user data and submitted information. Access is provided via a dedicated link on the City’s website, and all payment transactions are processed in full compliance with PCI standards.

Security Companies Self Service Web Portal
While alarm security companies can traditionally be contacted through a time-consuming phone process, PM AM has proactively invested in research to understand the City’s needs and has developed a self-service web portal specifically designed to streamline engagement with alarm companies.
• Compliance Monitoring – Alarm security companies can use the portal to verify whether their customers are following the City’s ordinance, helping ensure that both existing and new alarm users have obtained the necessary permits.
• Non-Compliance Identification – PM AM encourages alarm companies to upload their customer lists to the portal, enabling FAMS to identify non-compliant users and prompt companies to assist their customers in completing the permitting process through the same self-service platform.
• False Alarm Reduction – PM AM provides alarm companies with reports highlighting the City’s top false alarm violators, requesting confirmation that their systems are functioning properly. This proactive approach helps reduce unnecessary false alarm calls.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 81 • Self-Service Access – The portal includes a variety of reports that allow alarm companies to conveniently review and manage their customer lists independently.

PM AM maintains detailed and up-to-date records on all registered alarm companies.

The Security Company Portal represents a major initiative by PM AM to promote compliance with alarm regulations among both security companies and their customers. This proactive approach has proven effective in reducing instances of noncompliance and minimizing false alarms by actively involving and leveraging the resources of security providers.

Corporate Portal for Managing Multiple Accounts
FAMS features an integrated portal designed specifically for businesses operating across multiple locations. This centralized platform allows corporate users to view alarm histories, track outstanding invoices, and manage account details for all locations from a single dashboard. The portal supports batch invoice payments and easy updates to account information.

Tailored for companies with centralized accounts payable departments, the portal streamlines financial management by enabling users to cross-reference and link all their sites under one login. This efficient setup allows teams to access and pay current or new invoices with ease and convenience.

Mobile Strategy
PM AM is the only service provider in the marketplace which provides citizen web-portal accessibility through mobile applications for iOS and
Android devices. Currently the FAMS apps for iOS
and Android enable users to log into the Citizen portal to read the City’s False Alarm Ordinance, make
payments, view and update their account information
for alarm user, billing, and on-site emergency contacts.

Citizens can receive push notifications for false alarm incidents, invoices, past due bills etc. They can also
access a variety
of education
materials to help them prevent future false alarms.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 82 Customer Service Center
The City has been provided with a dedicated toll-free phone number for citizens to contact the service center, which is based in the United States. PM AM employs a cloud-based dialer that allows the service center to efficiently route calls to any of our three U.S.-based customer care teams, seamlessly integrating call data with FAMS customer and alarm records.

Our customer service strategy ensures that the City’s citizens have fast, friendly, and convenient access to a wide range of support services. These services include help with permit applications, account inquiries, understanding the City’s ordinance, and immediate assistance from customer care representatives on topics such as permits, billing, payments, and alarm regulations. The toll-free number is available during regular business hours. PM AM’s Customer Support Group offers services in English, Spanish, and provides translation support in over 175 languages.

PM AM’s Support Center, located in Dallas, Texas, employs skilled representatives and utilizes cutting-edge call center technology to deliver exceptional service to our partner cities. All customer service processes, and documentation will be managed from PM AM's Dallas, TX office. Additionally, we have another center in Houston, TX, which may also provide support services if needed.

PM AM Corporation is an equal opportunity employer. We are committed to a policy of non-discrimination based on race, sex, age, religion, national origin, disability, marital status, or veteran status. Our goal is to ensure that equal employment opportunities apply to all terms and conditions of employment at PM AM Corporation. Both the CEO and all managerial staff are dedicated to upholding and enforcing this policy.

PM AM Corporation maintains a zero-tolerance policy regarding illegal drugs or the misuse of legal drugs in the workplace. The possession, distribution, sale, or use of controlled substances, including drugs or alcohol, is strictly prohibited while on duty, on PM AM Corporation’s premises, or while operating PM AM Corporation’s equipment or vehicles. Drug testing is part of the employment process, and employees agree to submit random drug tests during their tenure with PM AM.

Our Customer Care Representatives are trained to handle all questions and concerns from alarm users. Based on our experience, more than 95% of issues are successfully resolved during the first call, excluding appeals processes where decisions are made by City Officials.

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

The alarm administration team includes specific roles and specialists:

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 83 • Alarm Matching Specialist
• Billing and Payment Specialist
• Customer Care Specialist
• Document Specialist
Utilizing FAMS to Create a Superior Customer Experience Customer Care Specialists are able to access all permit information in a single FAMS customer service view. This view allows Customer Care Specialists the ability to instantly access all invoices, alarm incidents, receivables, and collections data, which empowers them to have very meaningful dialogue instantly with each customer.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 84 For example, Customer Care Specialists can access customer invoices as they were issued.

This enables Customer Care Specialists to speak confidently, knowing they are discussing the exact documentation each citizen has received. If the citizen requires invoices to be resent to them, Customer Care Specialists can immediately resend invoices by email or fax so that customers can receive them in near real time.
• Emails are instantly sent by FAMS’s integrated email engine • Faxes are instantly sent by FAMS’s integrated fax service Customer Care Call Center
PM AM maintains high standards for each Customer Care Specialist. Our proprietary web-based call center application program monitors all interactions between citizens and our Customer Care Specialist. The Call Log records each call made or received by our Customer Care Specialists. This includes the telephone number, the duration of the call and the date and time the calls were made.

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

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

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

Customer service metrics are available to supervisors in real-time. Customer Care supervisors are able to listen into live service calls and provide meaningful inputs if required, ensuring the customer service team is providing superior customer service. Our supervisors spend considerable time monitoring conversations to confirm the quality of citizen service is being provided by the customer care department. Supervisors are mandated to undertake Call Quality Audits on a regular basis and document the quality in a predefined questionnaire.

These audits are reviewed and become the basis for conducting coaching and training sessions to continually improve each Customer Care Specialist’s performance.

The City will benefit from our cloud-based solution and from happy and satisfied citizens who call our customer service representatives. PM AM utilizes call center best practices to ensure most calls are resolved during the first interaction.

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

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 85 Due to this the average call time for our customer service representatives is less than 15 seconds. In the current year, they have processed an average of 48 calls per hour.

Furthermore, nearly 100% of all calls/issues are resolved during the initial phone call.

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

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

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

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

The following chart contains the highlights of our service guidelines.

Courtesy and Professionalism Standards
• Remember the difference between customer service and citizen service. You are representing the City and the person you are calling expects their government to be very responsive.
• Answer the phone pleasantly and maintain a pleasant demeanor while on the phone.
• Always be sincere. People will sense insincerity on the phone even though they cannot see your facial expressions or other non-verbal communication clues such as hand gestures, head nods and body posture.
• Know the ordinance and all information regarding its compliance. • Return all phone calls within the same day.
• Keep remarks of the contacts you make in the FAMS notes section. These notes are crucial for future contact of when city officials wish to check on an alarm user citizen account. Note dates for follow-up.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 86 • Listen and respond to the person on the other end of the line. When you focus on them rather than on what you are going to say next, the phone call becomes much more conversational.
• Know what you want to say before making an important call. • Do not do things such as open mail, do paperwork while on the phone. The person you are talking with will know you are distracted.
• Meeting weekly goals requires setting and meeting daily goals. Record you progress on a daily basis.
• Always use introductory or follow-up letters, FAMS informational fliers or other educational materials to further the goal of alarm reduction. • Focus to resolve calls in a timely fashion with politeness. If it becomes evident that the person is not the one needed to resolve the issue. Obtain the correct information and then contact that person.
• Before disconnecting the call, one should recap the reason for the call, the resolution provided and that the expectation has been met and caller is satisfied.

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

VAI – Conversational Intelligence:

Central to our strategy is VAI, our AI-powered platform that elevates contact center performance and boosts collection outcomes.

VAI empowers agents with Conversational Intelligence, delivering real-time guidance, postcall improvement suggestions, and 100% AI-driven Quality Checks. It also prepares agents to confidently navigate the complexities of city alarm ordinances, with training tailored to ordinance understanding, violation handling, and citizen compliance conversations, which are often the most challenging areas for new recruits.

Agents benefit from:
• Role-play simulations of real customer queries to ensure readiness. • Access to a library of best and poor-performing calls, creating a shared learning culture.
• City ordinance-specific training modules to ensure compliance and response accuracy even before agents handle live calls.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 87 False Alarm Reduction Processes
It is the intent of all Police departments to significantly reduce false alarms. PM AM commits to invest sizeable resources, time, and money in developing an array of processes and methods to address the issue of false alarms and engage your citizens through multiple outreach efforts that are proven to consistently deliver sustained decreases in false alarms for our partner cities and counties.

We are providing some of the methods that consistently produce positive results in reducing false alarms.

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

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

Online False Alarm Academy
The False Alarm Academy is an online platform that enables citizens to learn false alarm prevention strategies and complete a test to understand how to prevent future incidents. The Academy is especially effective when used as part of the alarm permit reinstatement process for users whose permits have been suspended due to a high number of false alarms, in cases where the City's alarm ordinance mandates such a provision as an option for first false alarm offenses as required by the City.

The Academy can be set up as part of an online process with a secure login/password. PM AM will assist the City in developing a detailed curriculum and test questions/answers that are tailored to the City’s False Alarm Ordinance.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 88 This add-on benefit service is included in the FAMS package at no additional cost to the City and its citizens, aiming to further educate them and reduce false alarms. As a direct result of increased citizen awareness, cities and counties see a significant reduction in false alarms.

Marketing And Public Service Information
PM AM’s document specialist will collaborate closely with City staff to finalize all outgoing alarm billing documents, forms, communications, and website portal content intended for citizens or program partners. This phase will also ensure the preparation of all citizen outreach marketing materials.

The finalized documents and communication content will include:
• Citizen communication plan
• Security company communication plan
• Alarm permit layout finalization
• Invoice layout finalization
• Citizen outreach for noncompliance (for those operating alarms without a valid permit)
• Citizen self-service portal website content
• Security company self-service website content
• Customer Care center call greetings and IVR scripts
• Email content for false alarm reduction sent to citizens • Voice mail message content delivered by the auto dialer Public Relations
The PM AM outreach team will develop a comprehensive marketing and public relations plan in collaboration with City staff to promote the alarm ordinance program to City residents and businesses through various channels. The plan will include the following components:
• Public announcements in community newspapers
• Water bill inserts
• Finalizing content for the animated, multi-media education CD • Content for the False Alarm Reduction Academy
• Newsletter updates and website content
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 89 Statement of Understanding and Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 90 Statement of Understanding and Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 91 Data Security | Reliability
Maintenance Agreements and Requirements
PM AM offers a hosted False Alarm Management Solution (FAMS), with hosting provided by Rackspace Hosting, a leading dedicated hosting company based in the United States.

FAMS hosting environment is designed to ensure 24/7/365 availability, delivering continuous service to both city officials and citizens.

The availability and responsiveness of the FAMS system are directly linked to Rackspace's expertise in providing top-tier data center and application hosting services.

Since 2004, FAMS has maintained an impeccable record with no downtime incidents.

All system updates and upgrades are handled by PM AM staff and are included in the program, with no additional costs to the city.

Disaster Recovery Plan
PM AM maintains a comprehensive IT Disaster Recovery and Business Continuity plan designed to ensure a 24-hour recovery point objective (RPO). The disaster recovery plan specifically addresses critical risk factors that may impact the project, along with a detailed action plan to mitigate such risks. Multi-location redundancy and system and data backups ensure that operations are restored and functional within 24 hours.

The PM AM Business Continuity Management policy ensures that all identified configurable items are documented. A risk assessment is performed on each configurable item to assess vulnerabilities, which informs the development of a suitable mitigation and contingency plan. A designated resource is assigned to each configurable item within the plan. The data management plan outlines the lifecycle of each configurable item, from creation to closure.

The disaster recovery plan is regularly updated, and mock drills are conducted periodically to assess and improve the efficiency of the plan.

Data Back-up and Storage
PM AM has established a comprehensive IT Disaster Recovery and Business Continuity plan, which guarantees daily backups of critical application data to meet a 24-hour recovery point objective (RPO).

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 92 This plan includes both onsite data storage and an additional off-site copy to ensure resilience and data security.

IT Policies, Processes and Systems
PM AM’s False Alarm Management Solution (FAMS) is developed and deployed with a robust, time-tested 256-bit Secure Socket Layer (SSL) encryption. SSL ensures an encrypted connection between the server and client, using 256-bit encryption to securely transfer data. Additionally, FAMS includes a mechanism to support legacy browsers with 128-bit SSL encryption for compatibility with older systems.

Access to sensitive menus such as billing and payment processing is restricted to approved IP addresses. This access control prevents intrusions from unauthorized IP addresses.

Access to the FAMS application is strictly controlled through authenticated login credentials, ensuring that only authorized users can log in. User access is determined by role-based authentication, which controls the menus and options available to each user. All passwords are encrypted using Microsoft-certified techniques before they are stored in the database, ensuring that passwords remain secure even if the database is accessed.

PM AM implements robust data integrity measures, with regular validation processes to ensure the consistency and accuracy of the database. This includes checking tables, objects, data components, and stored procedures.

PM AM adheres to referential integrity through foreign keys, ensuring that data remains consistent with parent tables. Critical attributes, such as addresses, are verified against the city’s GIS system to maintain compliance with Normalization forms, ensuring data accuracy throughout the FAMS application.

The servers supporting FAMS are hosted by Rackspace, with dedicated servers providing limited access to approved IP addresses and implementing standard security measures such as firewalls to further safeguard data.

Data Security Practices
PM AM hosts its servers with Rackspace, the world’s leading managed cloud provider. The following security measures are implemented by Rackspace to protect PM AM’s servers, which host both the application and database:

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 93 Physical Security
• Data center access is restricted solely to Rackspace data center technicians
• Biometric scanning is used for controlled data center access, ensuring only authorized personnel can enter
• Security camera monitoring is implemented across all data center locations for surveillance
• 24/7 onsite staff are present to provide an additional layer of protection against unauthorized entry
• Unmarked facilities help maintain a low profile, ensuring discretion • Physical security is independently audited by a third-party firm to ensure effectiveness
System Security
• System installations are performed using hardened, patched operating systems
• Ongoing system patching is configured by Rackspace to provide continuous protection from exploits
• Dedicated firewall and VPN services are employed to block unauthorized system access
• Data protection is ensured with Rackspace-managed backup solutions • Optional, dedicated intrusion detection devices add an extra layer of protection against unauthorized system access
• Distributed Denial of Service (DDoS) mitigation services are powered by Rackspace's proprietary PrevenTier™ system
• Risk assessment and security consultation services are offered by Rackspace's professional services teams
Operational Security – Rackspace Infrastructure
• ISO 17799-based policies and procedures, regularly reviewed as part of our SAS 70 Type II audit process
• Comprehensive training for all employees in information security and privacy procedures
• Access to confidential information is strictly controlled, granted only to authorized personnel according to documented protocols
• System access is logged and tracked, supporting auditability and accountability
• Secure document destruction policies are in place to safely dispose of all sensitive information
• Fully documented management procedures ensure consistency and transparency in handling system updates
• Independently audited disaster recovery and business continuity plans are established for Rackspace headquarters and support services Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 94 Operational Security – Customer's Application Environment • Best practices employed for the random generation of initial passwords • All passwords are encrypted, both during transmission and while stored at Rackspace
• Secure media handling and destruction procedures are followed for all customer data
• Rackspace Security Services can provide expertise in developing security processes for compliance programs
PM AM IT Processes
Hosting Environment
PM AM provides a hosted False Alarm Management (FAMS) solution to the City, leveraging the robust infrastructure of Rackspace Hosting. Rackspace, a former NYSE-listed company with a market cap of $4.05 billion, has recently transitioned to private ownership.

Rackspace Hosting
Rackspace delivers world-class dedicated server hosting for PM AM. The uptime and responsiveness of the FAMS system are directly tied to Rackspace’s leadership in data center and application hosting services. Since the system’s launch in 2004, FAMS has maintained continuous uptime without a single downtime incident—a testament to Rackspace’s reliability.

Physical Security
• Keycard access, biometric scanning, and 24/7 surveillance secure every Rackspace data center.
• Only authorized personnel with valid credentials can access the data centers.

Entry into production areas requires prior clearance and escort protocols. • All data center employees undergo rigorous background checks before employment, ensuring the highest standards of trust and security.

Precision Environment
• N+1 Redundant HVAC Systems: Each data center is equipped with an N+1 redundant HVAC system, ensuring immediate backup activation in case of failure maintaining uninterrupted temperature and climate control. • Air Filtration Every 90 Seconds: The entire air volume within the data centers is circulated and filtered every 90 seconds, removing dust and contaminants to protect sensitive equipment.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 95 • Advanced Fire Suppression: Rackspace utilizes state-of-the-art fire suppression systems engineered to detect and stop fires from spreading in the highly unlikely event of an incident.
• Optimized Cable Management: All cabling is securely tied and routed through overhead cable racks, with dual routing paths to ensure redundancy and reduce risk of failure.

Conditioned Power
• Uninterrupted Power Supply: In the event of a complete utility power failure, Rackspace data centers are engineered to operate seamlessly, ensuring every server continues to receive conditioned UPS (Uninterruptible Power Supply) power without interruption.
• Redundant Power Systems: The UPS subsystem is configured with N+1 redundancy, enabling instantaneous failover to backup systems if the primary UPS encounters a fault.
• Extended Power Outage Preparedness: For longer outages, on-site diesel generators—routinely tested and maintained—are capable of running indefinitely, ensuring continuous operation of critical systems.

Core Routing Equipment
• Secure, Redundant Infrastructure: All core routing equipment is housed in a highly secure core routing room, powered by a dedicated, redundant power supply to ensure uninterrupted performance.
• Disparate Fiber Entry Points: Fiber carriers enter the data centers at multiple, strategically separated points, minimizing the risk of service disruptions due to localized failures.

Network Technicians
• Certified Network Professionals: Rackspace mandates that all personnel in its networking and security teams are certified experts, with proven experience in managing and monitoring enterprise-level network environments. • Industry-Leading Training: Rackspace Certified Network Technicians undergo rigorous training and are held to the highest standards in the industry, ensuring top-tier operational excellence.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 96 Change Management and Product Enhancements
PM AM follows a benchmarked and
structured change management
process to ensure smooth
implementation and communication of all
software and system changes. Changes are
classified based on the time required for
development and deployment:
• Minor Changes – Implemented
within 48 hours
• Standard Changes – Completed
within 48 to 72 hours
• Major Changes – Requiring
more than 72 hours, which
follow the full change
management lifecycle
All major changes go through a
formalized process that includes
planning, testing, approval, and
deployment. Throughout this lifecycle,
PM AM ensures continuous
communication with all
stakeholders, keeping them informed of
progress, timelines, and any potential
impact.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 97 One of the key advantages PM AM offers the City of Glendora is the ability to avoid the complexities of a new implementation process. As PM AM is already managing Glendora’s alarm program, we can quickly operationalize any updates or enhancements, minimizing disruption and ensuring continuity. There is no need to transition to a new system or vendor, thereby avoiding the risks and delays associated with onboarding a new alarm program provider.

Any new business processes required to meet the expanded objectives outlined in this solicitation can be easily integrated by updating the existing Standard Operating Procedures (SOP) through an addendum. This approach enables rapid adaptation while maintaining consistency and control.

Implementation Plan Overview
In 2021, PM AM developed a comprehensive implementation plan to establish best practices for configuring, testing, and launching the support systems and administrative processes for Glendora’s alarm ordinance. This plan was successfully executed and has since resulted in the robust alarm program environment currently in place.

Project Implementation Timelines
To provide clarity, PM AM has outlined the project deliverables, implementation timelines, and the level of effort required from both City of Glendora staff and PM AM personnel. This ensures a transparent and efficient rollout of PM AM’s False Alarm Management Services for any updates or enhancements.

Deliverables Project Milestones Responsibility Projected Timeline
1 Authorization Letters Sign off Glendora Currently
Operational
2 Creation of Standard Operating
Procedures (SOP) and Sign-off
PM AM and
Glendora
Currently
Operational
3 Sharing of all program data
requirements with the Glendora PM AM Currently Operational 4 Content for Invoices and
correspondence creation and approval
PM AM and
Glendora
Currently
Operational
5 Data Import PM AM Currently
Operational
6 Training to Glendora Users PM AM and
Glendora
Currently
Operational
7 Citizen website and FAMS program
implementation GO LIVE PM AM Currently Operational
Structured Implementation Framework
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 98 PM AM will conduct training remotely in multiple sessions, as needed, and will provide comprehensive training documentation for both end users and system administrators.

Tailored training schedules will be developed for key personnel — including system administrators, finance staff, and sworn or civilian staff — to ensure all users are well-equipped to manage and utilize the system effectively.

The City of Glendora retains full ownership of all data associated with its alarm permits. Upon conclusion of the contract, PM AM will return all data — including records, files, databases, and related materials — in a mutually agreed-upon format.

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

PM AM also confirms that it strictly adheres to a no-sharing policy: we will not share, distribute, or use any data for reporting, analysis, or demonstration purposes without prior written consent from the City of Glendora. We are fully committed to maintaining the confidentiality, integrity, and security of all data, in strict compliance with your directives.

PM AM provides highly secure, reliable FAMS Services, delivering 99.9% uptime availability backed by a clearly defined support framework:
• Support Helpdesk: Available to up to three (3) designated City officials, accessible via CRM Portal, email, and phone (Business Days | 8:30 a.m. – 5:30 p.m. CST). Emergency numbers are also provided for critical incidents like cybersecurity threats. • Resolution Commitment:
o Priority 1: Critical vulnerabilities resolved within 1 hour o Priority 2: System-wide or process showstoppers resolved within 4 hours (80% of the time)
o Priority 3: Non-critical issues addressed within 8 hours to 3 business days (80% of the time)
o Priority 4: Non-critical minor problems not affecting the result.

For example, Performance-related issues - At PM AM’s discretion City obligations include maintaining up-to-date contact personnel, internet bandwidth, antivirus, and timely issue reporting — all at no cost to PM AM.

Ongoing Support & System Availability
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 99 We maintain strict data security policies, giving the City full ownership and control over its data throughout the agreement. All data is securely transferred via SFTP or FTPS at no cost, and under no circumstances is City data used without prior written consent.

PM AM’s implementation plan isn’t just about deployment, it’s about enabling longterm operational success, agent empowerment, and continuous performance improvement.

PM AM’s FAMS is a 100% cloud-native, SaaS-based, multi-tenant solution designed to meet the City’s need for a 24/7, real-time, browser-based platform—ensuring seamless accessibility for both administrators and citizens. This solution requires no foreign devices or third-party software, maintaining full alignment with the City’s existing technological footprint. • System Architecture:

FAMS leverages a modular, scalable design with integrated core modules such as Permitting, Billing, and Reporting. A centralized database and real-time monitoring tools ensure operational efficiency, visibility, and smooth integration with external systems like CAD and Lockbox. Secure APIs and portals enable real-time collaboration among stakeholders and support interoperability with internal City systems. • Platform Architecture:

Built on a secure and high-availability cloud infrastructure, FAMS includes dedicated firewalls, hardened servers, and robust database management. Real-time monitoring, proactive system health checks, and offsite backups always ensure business continuity and data protection.

Infrastructure Services
PM AM’s FAMS is hosted on a dedicated server within Rackspace’s secure data center in Richardson, TX. To ensure resilience, a full Bare Metal Recovery (BMR) image is regularly captured and securely stored at an offsite location in Dallas, TX, enabling rapid failover in the event of disruption.

A physical firewall protects the dedicated environment by filtering unauthorized traffic, reinforcing the platform’s security posture. The solution is continuously monitored for uptime, performance, and computing metrics through multiple trusted third-party monitoring services, ensuring high availability and system reliability.

Technology & Infrastructure Overview Architecture
Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 100 IT Service Management
PM AM’s FAMS follows a policy-driven IT Service Management framework aligned with industry’s best practices. The platform incorporates real-time monitoring and automated alerting to ensure proactive issue detection and resolution.

A structured change management process classifies all changes based on implementation timelines: under 48 hours, 48–72 hours, or 72+ hours. Changes requiring 72+ hours undergo a full change lifecycle, with continuous stakeholder communication throughout.

FAMS adheres to defined SLAs and utilizes continuous performance monitoring to maintain high availability, optimize system performance, and deliver rapid incident response.

Security Assurance
FAMS enforces a secure User-Based Access Control (UBAC) model, leveraging an in-house RDBMS to manage user authentication and authorization with precision.

All Personally Identifiable Information (PII) and sensitive data are encrypted at rest, while 256-bit SSL encryption ensures secure data transmission.

For advanced threat detection and vulnerability management, FAMS integrate with Armor Anywhere, enabling continuous monitoring, intrusion detection, and real-time alerting across the platform.

FAMS undergoes periodic penetration testing to identify and remediate potential vulnerabilities.

These assessments are part of a proactive security strategy designed to ensure the platform’s resilience against evolving threats.

Privacy
FAMS adheres to industry-standard data protection practices, including encryption, strict access control, and detailed audit logging to safeguard Personally Identifiable Information (PII) and other sensitive data.

Data Services
FAMS provides secure, cloud-based data storage with automated daily backups, maintained both onsite and offsite to ensure data resilience and recovery.

Data is classified by sensitivity, with fine-grained access controls enforcing the principle of least privilege—ensuring users access only the data they are authorized to view.

The platform also offers API-based access, enabling seamless integration with the City’s internal systems for enhanced data exchange and interoperability.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 101 Mobility & Integrity Safeguards
FAMS offers secure mobile access via its dedicated FAMS-ALARM apps for iOS and Android, available since 2016. These apps ensure real-time connectivity and data integrity for users accessing the platform on the go.

Facility & Physical Safeguards
FAMS is hosted on Rackspace, a globally recognized managed cloud provider known for its triplelayered security model—encompassing physical, operational, and system-level safeguards.

Physical Security
Rackspace data centers feature:
• Biometric scanning and controlled access limited to certified Rackspace technicians • 24x7 onsite staff and security camera monitoring
• Unmarked facilities to reduce visibility and physical risk • Regular independent audits
System Security
FAMS benefits from:
• Hardened and patched operating systems
• Dedicated firewalls and VPN services for access control • DDoS mitigation via Rackspace’s proprietary PrevenTier™ system • Intrusion detection systems for advanced threat monitoring • Managed backup solutions for secure data recovery
Operational Security
Rackspace enforces:
• ISO 17799-based policies and SAS70 Type II audit-compliant procedures • Strict access controls to confidential information
• Documented change-management, access logging, and audit tracking • Disaster recovery and business continuity plans, independently audited Together, these measures ensure FAMS is hosted in an environment with end-to-end physical, infrastructure, and operational security, offering maximum protection for the City’s data and systems.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 102 Disaster Recovery
FAMS follows an industry-aligned Disaster Recovery (DR) strategy, ensuring a 24-hour Recovery Point Objective (RPO) and Recovery Time Objective (RTO) through multilocation redundancy and daily system backups.

The DR plan includes risk identification, mitigation strategies, and clearly documented ownership for all critical system components. Regular mock drills and simulations are conducted to validate readiness and ensure rapid service restoration in the event of disruption.

Business Continuity
PM AM maintains a comprehensive Business Continuity Plan (BCP) to ensure uninterrupted delivery of critical FAMS functions during unforeseen events.

The BCP is regularly reviewed, tested, and closely aligned with the Disaster Recovery strategy to ensure operational preparedness and rapid recovery with minimal service disruption.

Accessibility
FAMS is designed with accessibility in mind, and is largely compliant with Web Content Accessibility Guidelines (WCAG) Levels A and AA, as well as Section 508 standards. This ensures the platform is usable by individuals with diverse abilities, promoting equal access and an inclusive user experience for all citizens and City personnel.

FAMS Quality Certification Process
To ensure the highest level of software quality and operational readiness, PM AM conducts a structured FAMS Certification Testing process prior to launch. This multi-phase certification plan validates that the platform is fully functional, integrated, and aligned with the City’s requirements.

The certification process includes the following core testing phases:

Testing Phase Test Approach Description
Integration Testing
Conducted after initial verification, this phase ensures that all application modules and interfaces work seamlessly together following any customizations for the City.

External Function Testing
Confirms the functionality of all external systems integrated with FAMS. Test cases are designed to simulate real user interactions and verify that results align with expected outcomes.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 103 System Testing
A more rigorous version of external testing, executed in an environment that mirrors the City’s production setup. This phase evaluates performance, security, and fault tolerance under nearlive conditions.

User Acceptance Testing
Conducted jointly by City staff and PM AM team members, this phase involves testing real-world scenarios using live data to ensure the system aligns with operational expectations prior to go-live.

Regression Testing
Performed after deployment, this final validation confirms that all system processes remain stable and accurate in the live production environment.

In addition to the above, PM AM’s full testing suite includes 27 distinct types of tests, detailed in Exhibit B, designed to uncover defects across functionality, performance, security, and integration layers.

This comprehensive certification ensures FAMS is production-ready, tested to meet the highest standards of performance, reliability, and user satisfaction.

Documentation
FAMS delivers a user-friendly experience for citizens through intuitive portal design supported by video walkthroughs that guide users through key tasks like false alarm payments, account updates, and viewing alarm history.

To keep stakeholders informed, important updates and release notes are shared in advance via email, ensuring transparency and smooth adoption of new features.

Digital Services
FAMS provides seamless x through custom-built APIs, allowing the City to easily connect core modules with existing systems. Data received from alarm companies or city sources via email or FTP is automatically ingested using predefined workflow automation.

To enhance citizen engagement and reduce manual workload, FAMS offers self-service features including AI-powered chatbots and IVR-based options, enabling users to complete common permit-related tasks quickly and independently.

Statement of Understanding and
Approach
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 104 Revenue Share Model – No Cost to the City
PM AM proposes to continue delivering full turnkey False Alarm Program Management services under a revenue-sharing model, ensuring no upfront or recurring cost to the City of Glendora. All program expenses—including technology, labor, operations, customer support, and education—are covered under this model.

City of Glendora PM AM
83% 17%
Under this structure, PM AM will retain a pre-agreed percentage of the revenue collected from alarm-related program fees (permits, renewals, fines, civil penalties, etc.). The City will receive the remaining revenue monthly, with full transparency and supporting financial documentation.

PM AM’s share of revenue shall be paid from the monthly total collected, after the deduction of direct program costs such as postage and banking fees.

PM AM’s Experience with Glendora – A Proven Foundation
PM AM has proudly served the City of Glendora since 2021. Our deep familiarity with the City’s operations, stakeholders, ordinance requirements, and CAD data interfaces positions us to seamlessly continue program management without disruption or additional implementation work.

All key systems, integrations, and workflows have already been completed—including ingesting of the CAD data, streamlined permitting and billing automation, and a multilingual customer service framework. This maturity allows us to focus on continued innovation, optimization, and collection improvement.

Scope of Services Covered Under PM AM’s Retained Share
PM AM’s retained revenue share covers all operational and technical costs associated with:
• FAMS™ Platform (100% cloud-based, browser-accessible, no foreign device requirements)
• Alarm permit processing (new, renewals, suspensions, revocations) • False alarm billing and collections
• Reconciliation and financial reporting
• Dedicated customer service centers (live phone, email, web support) • Hearing and appeals support
• CAD data ingestion (already in place)
• Community education & outreach
• Monthly dashboards, analytics, compliance reports
• Secure data hosting, backups, and system maintenance
• Ongoing system enhancements and ordinance changes
Cost Proposal
Cost Proposal
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 105 Included at No Additional Cost
• No Implementation Fees
• No Annual License Renewal Fees
• No Data Conversion Fees
• No Post-Implementation Support Fees
• No Equipment Charges (hosting, servers, software, etc.) • No Educational Material or Marketing Collateral Costs • No Staff Training Fees
• No Portal Access Fees for Citizens or Alarm Companies Focused Collection Team – Maximizing Recovery
PM AM has consistently delivered strong collection performance for the City of Glendora, increasing collection rates from 75% in Year 1 to 84% by the end of 2024. This improvement is driven by our embedded Focused Collection Team, leveraging proprietary workflows, skip-tracing tools, USPS/utility data, and law enforcement-grade databases.

Additional gains have continued into 2025 as our proven processes remain in place.

Our process includes 30-, 60-, and 90-day reminders, followed by phone calls and skip-tracing, ensuring consistent, high-touch outreach. These efforts have helped generate over $429,000 in gross revenue across four fiscal periods, supporting long-term program sustainability.

Support for Third-Party Collections
If Glendora chooses to engage a third-party collection agency, PM AM will fully support the effort with data exports, system access, and reconciliation—at no extra cost. Recovered revenue will continue under the agreed revenue-sharing model.

Transparency & Remittance
PM AM reconciles collections monthly. The City receives full reports and bank documentation.

Upon approval, funds are remitted via ACH. Glendora has view-only access to the program account and receives a month-end statement with transaction-level details and summaries.

Cost Proposal
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 106 Attachment A: Proposal
Certification
Attachment B: Techincal
ProposalAttachment A:

Proposal Certification
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 107 PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 108 PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 109 This document includes technical details from page 46 through page 103.

Attachment B: Techincal
Proposal
Attachment C: Cost
ProposalAttachment B:

Techincal Proposal
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 110 PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 111 Attachment C: Cost Proposal
Attachment D: Previous
Customer Reference
WorksheetAttachment C:

Cost Proposal
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 112 PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 113 Reference 1
Name of Customer: City of Oakland, CA
Customer Address 1 Frank H Ogawa Plaza, Oakland, CA 94612 Customer Contact Name(s) Juanita Velasquez
Customer Contact Phone Number(s) 510-238-6680,
[email protected]
Brief description of work performed for this client (use additional sheets if necessary and include is reference is for broker, claims or administrative services): We are managing their False Alarm Reduction Program since 2008, the details are shared on page 49.

Reference 2
Name of Customer: City of Houston, TX
Customer Address 901 Bagby Houston, TX, 77002
Customer Contact Name(s) Toya C. Ramirez
Customer Contact Phone Number(s) 832-394-9076,
[email protected]
Brief description of work performed for this client (use additional sheets if necessary and include is reference is for broker, claims or administrative services): We are managing their False Alarm Reduction Program since 2009, the details are shared on page 47 and

48. Attachment D: Previous
Customer Reference
Worksheet
APPENDIX A: Sample PM
AM Service Agreement
TemplateAttachment D:

Previous Customer
Reference Worksheet
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 114

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

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

Article 1
Scope of Services

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

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

APPENDIX A: Sample
PM AM Service
Agreement Template
APPENDIX A: Sample
PM AM Service
Agreement Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 115 Article 2
Terms of Agreement

2.1 The initial term of this Agreement shall be for a period of three (3) years commencing on the Contract Implementation Date (as hereinafter defined) and ending on the day immediately preceding the third anniversary of the Contract Implementation Date (the ‘Initial Term”), subject to earlier termination as set forth in Article 6 hereof. Upon the expiration of the Initial Term, this Agreement shall be subject to automatic extension from year to year thereafter (each an “Extended Term”) on the same terms and conditions as set forth herein, unless either party notifies the other in writing at least sixty (60) days prior to the expiration of the Initial Term or the Extended Term, as applicable, that such party will not further extend the term of this Agreement. As used herein, the term “Contract Implementation Date” shall mean the first day of the calendar month for which PM AM commences billing for its Services to the City hereunder following the installation of the False Alarm Management Program.

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

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

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

Article 3
PM AM’s Responsibilities

3.1 Subject to the limitations hereinafter set forth, PM AM agrees to and shall defend, indemnify and hold harmless the City, its officers, and management employees from and against all claims, damages, losses and expenses, including reasonable attorney's fees, litigation costs and expenses, arising out of the performance of the Services or Special Services, caused solely Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 116 by any grossly negligent act or omission of PM AM, or any subcontractor of PM AM. Lack of insurance coverage does not negate PM AM's obligation under this paragraph of this Agreement.

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

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

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

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

Article 4
The City’s Responsibility

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

Article 5
Insurance Requirements

5.1 At the current time, PM AM does not maintain any offices in the State in which the City is located, nor does PM AM maintain any employees in such State. All Services required to be performed by PM AM hereunder shall be performed by PM AM at its offices in the State of Texas or elsewhere outside the State in which the City is located. PM AM shall, at its own Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 117 expense, purchase, maintain and keep in force during the term of this Agreement such insurance as set forth below. PM AM shall not commence work under this Agreement until it has obtained all the insurance required under this Agreement and such insurance has been approved by the City, nor shall PM AM allow any subcontractor to commence work on its subcontract until all similar insurance of the subcontractor has been obtained and approved.

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

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

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

5.1.3 Workers' Compensation and Employers' Liability: Statutory. Employers Liability policy limits of $100,000 for each accident, $500,000 policy limit- Disease. The insurer shall agree to waive all rights of subrogation against the City, its officials, employees, and volunteers for losses arising from the activities under this Agreement.

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

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

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

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

5.6 Certificates of Insurance, if requested shall be submitted on the Accord form only.

Certificates and endorsements effecting coverage required by this clause shall be forwarded to the City’s Purchasing Department.

Article 6
Termination of Agreement
Appendix A: Sample PM AM Service
Agreement
Template
Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 118

6.1 Grounds for Termination

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

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

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

6.2 Effect of Termination

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

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

6.2.1b. PM AM retains all right and title to the Application software, including but not limited to, all publication rights, all development rights, all reproductions rights, and all rights that may follow from the commercial development of the software. The City does not acquire any ownership rights to the Application software. The Software is protected in favor of PM AM, as well as any future registered trademarks, are trademarks of PM AM.

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

6.2.1d. The City shall pay PM AM all fees and costs due and owing PM AM as of Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 119 the date of said termination.

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

Article 7
Confidentiality of Information

7.1 At all times, PM AM shall recognize the City's sole and exclusive ownership of all information provided by the City, and the sole and exclusive right and jurisdiction of the City to control the use of this information. Similarly, the City recognizes that the proprietary software described in Section 6.2.1c. above is owned by PM AM and the City has no rights or claim thereto.

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

7.3 Each party further agrees that in the event that any documents containing confidential information of the other party should be improperly used or removed in any way from the possession or control of the other party by a party, the breaching party shall immediately notify the other party orally and in writing, and shall join with the other party at their request in taking such reasonable steps as the owner of the confidential information may deem advisable to enjoin the misuse and regain possession of such confidential information, or steps otherwise necessary for the protection of the owner’s rights and the confidentiality of the information.

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

Article 8
General Provisions

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

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

Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 120

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

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

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

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

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

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

Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 121 (Signature Page Follows on Next Page)
Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 122 IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the __________ day of __________________ in the year ___________.

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

By: ________________________________ By:
___________________________
Name: ________________________________ Name:
___________________________
Title: ________________________________ Title:
___________________________
Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 123 Exhibit A
Scope of Work and Requirements
Scope of Work:

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

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

1. Single point of contact and daily resident assistance

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

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

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

5. Generation of the following reports including but not limited to:
a. New alarm permits issued and fees collected
b. Annual permit renewals billed and fees collected
c. Permits inactivated or revoked and reason for inactivation or revocation d. Permits reinstated and reason for reinstatement
e. Number of false burglar alarms
f. Number of false burglar alarms billed and fees collected g. Number of false robbery alarms
h. Number of false robbery alarms billed and fees collected i. Number of reinstatement fees billed and fees collected j. False burglary and/or robbery alarms for permit owners k. False burglary and/or robbery alarms for non-permitted owners l. Suspension or revocation Report for permit holders as per ordinance, if applicable Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 124

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

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

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

9. Transfer online and/or via magnetic media incident records from RMS to FAMS including:
1) Incident number
2) Priority
3) Call code
4) Disposition
Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 125 5) Date
6) Time:
(a) Received
(b) Dispatched
(c) Arrived
(d) Cleared
7) Remarks
8) Site name and address
9) Reportee name, address, phone number
10) Dispatcher- employee number and terminal
11) Phone clerk - employee number and terminal
12) Cleared code and disposition (true/false)
13) Officer number
14) Unit(s) assigned.

Collection requirements and provisions:

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

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

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

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

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

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

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

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

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

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

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

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

12. Notwithstanding the foregoing, the Services provided hereunder do not extend to any debt Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 126 collection activities in the event the property owner does not pay the amount of the invoice submitted by PM AM. Any such debt collection activities shall be performed by an independent contractor selected either by (i) PM AM with the prior written consent of the City or its designee, or (ii) the City or its designee or agent upon written notice to PM AM.

Processing:

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

PM AM's Obligation:

In addition to the above, PM AM shall:

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

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

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

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

Training

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

System Coordination

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

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

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

City Licensing Fees

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

Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 127 Exhibit “B”
Pricing and Receipt of Collections
This is a revenue sharing contract. PM AM shall retain the percentages and amounts listed in the table below of all collections and remit the percentage balance and amounts listed in the table below to the City for the total of the actual revenues generated and collected for the City during the life of this Agreement including all adjustments for:
a. Alarm permit and renewal fees;
b. False alarms violation fee above a mandated limit;
c. Reinstatement fees;
d. Late fee for false alarms, permit fees and renewal fees e. Other charges imposed by the City in relation to the City’s f. Alarm Program Management and Collection Services
(except for criminal penalties).

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

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

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

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

In addition, in recognition of the fact that PM AM’s Services under the Agreement and the expenses incurred by PM AM in performing such Services are incurred in advance of PM AM receiving a Appendix A: Sample PM AM Service
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PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 128 percentage of the fees collected under this Agreement and that the City shall have the benefit of such work as may have been completed up to the time of such termination, City agrees to continue to pay PM AM its percentage of fees collected for a period of 90 days after the termination of this Agreement on fees collected during such period that are attributable to amounts billed by PM AM to permit holders prior to the date of termination of this Agreement. This provision shall survive the termination of this Agreement.

The share of the revenues payable to PM AM and the City in accordance with the provisions of this Exhibit B shall be determined and paid monthly within 15 days after the end of each calendar month during the Term hereof based upon the amount of collections during the immediately preceding calendar month, adjusted for any outstanding authorized reimbursements or expenses payable to PM AM in accordance with the terms of this Agreement.

Appendix A: Sample PM AM Service
Agreement
Template
PM AM Response to RFP, FAPM Services for City of Glendora, CA - Confidential | Vendor Sensitive (Not for Public Disclosure) 129 Headquartered in Dallas, Texas, PM AM Corporation is a leading Information Technology and Consulting company that delivers cuttingedge technology solutions to enable its clients to do business better. Our experts are driven to deliver meaningful technology solutions and winning business outcomes. At PM AM, we have deep industry experience, technical excellence, and 360-degree view of business technology that help us to make our clients future-ready. Our flexible delivery models and agile methodologies have enabled us to devise and execute solutions ensuring our clients’ success.

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

AGREEMENT FOR CONTRACT SERVICES
By and Between

CITY OF GLENDORA
and

PMAM CORPORATION
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AGREEMENT FOR CONTRACT SERVICES

BETWEEN THE CITY OF GLENDORA AND

PMAM CORPORATION
THIS AGREEMENT FOR CONTRACT SERVICES (herein “Agreement”) is made and entered into this _____ day of __________, 2025 by and between the City of Glendora, a California municipal corporation (“City”) and PMAM CORPORATION, a Texas corporation (“Consultant”). City and Consultant may be referred to, individually or collectively, as “Party” or “Parties.”

RECITALS
A. City has sought, by issuance of a Request for Proposals or Invitation for Bids, the performance of the services defined and described particularly in Article 1 of this Agreement.

B. Consultant, following submission of a proposal or bid for the performance of the services defined and described particularly in Article 1 of this Agreement, was selected by the City to perform those services.

C. Pursuant to the City of Glendora’s Municipal Code, City has authority to enter into and execute this Agreement.

D. The Parties desire to formalize the selection of Consultant for performance of those services defined and described particularly in Article 1 of this Agreement and desire that the terms of that performance be as particularly defined and described herein.

OPERATIVE PROVISIONS
NOW, THEREFORE, in consideration of the mutual promises and covenants made by the Parties and contained herein and other consideration, the value and adequacy of which are hereby acknowledged, the Parties agree as follows:

ARTICLE 1. SERVICES OF CONSULTANT

1.1 Scope of Services.

In compliance with all terms and conditions of this Agreement, the Consultant shall provide those services specified in the “Scope of Services” attached hereto as Exhibit “A” and incorporated herein by this reference, which may be referred to herein as the “services” or “work” hereunder. As a material inducement to the City entering into this Agreement, Consultant represents and warrants that it has the qualifications, experience, and facilities necessary to properly perform the services required under this Agreement in a thorough, competent, and professional manner, and is experienced in performing the work and services contemplated herein. Consultant shall at all times faithfully, competently and to the best of its ability, experience and talent, perform all services described herein. Consultant covenants that it shall follow the highest professional standards in performing the work and services required hereunder and that all materials will be both of good quality as well as fit for the purpose intended. For purposes of this Agreement, the phrase “highest professional standards” shall mean those standards of practice recognized by one or more first-class firms performing similar work under similar circumstances.

1.2 Consultant’s Proposal.

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The Scope of Services shall include the Consultant’s scope of work or bid which shall be incorporated herein by this reference as though fully set forth herein. In the event of any inconsistency between the terms of such proposal and this Agreement, the terms of this Agreement shall govern.

1.3 Compliance with Law.

Consultant shall keep itself informed concerning, and shall render all services hereunder in accordance with, all ordinances, resolutions, statutes, rules, and regulations of the City and any Federal, State or local governmental entity having jurisdiction in effect at the time service is rendered.

1.4 California Labor Law.

If the Scope of Services includes any “public work” or “maintenance work,” as those terms are defined in California Labor Code section 1720 et seq. and California Code of Regulations, Title 8, Section 16000 et seq., and if the total compensation is $1,000 or more, Consultant shall pay prevailing wages for such work and comply with the requirements in California Labor Code section 1770 et seq. and 1810 et seq., and all other applicable laws, including the following requirements:
(a) Public Work. The Parties acknowledge that some or all of the work to be performed under this Agreement is a “public work” as defined in Labor Code Section 1720 and that this Agreement is therefore subject to the requirements of Division 2, Part 7, Chapter 1 (commencing with Section 1720) of the California Labor Code relating to public works contracts and the rules and regulations established by the Department of Industrial Relations (“DIR”) implementing such statutes. The work performed under this Agreement is subject to compliance monitoring and enforcement by the DIR. Consultant shall post job site notices, as prescribed by regulation.
(b) Prevailing Wages. Consultant shall pay prevailing wages to the extent required by Labor Code Section 1771. Pursuant to Labor Code Section 1773.2, copies of the prevailing rate of per diem wages are on file at City Hall and will be made available to any interested party on request. By initiating any work under this Agreement, Consultant acknowledges receipt of a copy of the Department of Industrial Relations (DIR) determination of the prevailing rate of per diem wages, and Consultant shall post a copy of the same at each job site where work is performed under this Agreement.
(c) Penalty for Failure to Pay Prevailing Wages. Consultant shall comply with and be bound by the provisions of Labor Code Sections 1774 and 1775 concerning the payment of prevailing rates of wages to workers and the penalties for failure to pay prevailing wages. The Consultant shall, as a penalty to the City, forfeit two hundred dollars ($200) for each calendar day, or portion thereof, for each worker paid less than the prevailing rates as determined by the DIR for the work or craft in which the worker is employed for any public work done pursuant to this Agreement by Consultant or by any subcontractor. (d) Payroll Records. Consultant shall comply with and be bound by the provisions of Labor Code Section 1776, which requires Consultant and each subconsultant to: keep accurate payroll records and verify such records in writing under penalty of perjury, as specified in Section 1776; certify and make such payroll records available for inspection as provided by Section 1776; and inform the City of the location of the records. (e) Apprentices. Consultant shall comply with and be bound by the provisions of Labor Code Sections 1777.5, 1777.6, and 1777.7 and California Code of Regulations Title 8, Section 200 et seq. concerning the employment of apprentices on public works projects. Consultant shall be responsible for compliance with these aforementioned Sections for all apprenticeable occupations. Prior to commencing work under this Agreement, Consultant shall provide City with a copy of the information submitted to any applicable apprenticeship program. Within sixty (60) days after concluding work pursuant to this Agreement, Consultant Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 3
and each of its subconsultants shall submit to the City a verified statement of the journeyman and apprentice hours performed under this Agreement.
(f) Eight-Hour Work Day. Consultant acknowledges that eight (8) hours labor constitutes a legal day's work. Consultant shall comply with and be bound by Labor Code Section 1810. (g) Penalties for Excess Hours. Consultant shall comply with and be bound by the provisions of Labor Code Section 1813 concerning penalties for workers who work excess hours. The Consultant shall, as a penalty to the City, forfeit twenty-five dollars ($25) for each worker employed in the performance of this Agreement by the Consultant or by any subcontractor for each calendar day during which such worker is required or permitted to work more than eight (8) hours in any one calendar day and forty (40) hours in any one calendar week in violation of the provisions of Division 2, Part 7, Chapter 1, Article 3 of the Labor Code. Pursuant to Labor Code section 1815, work performed by employees of Consultant in excess of eight (8) hours per day, and forty (40) hours during any one week shall be permitted upon public work upon compensation for all hours worked in excess of 8 hours per day at not less than one and one-half (1½) times the basic rate of pay. (h) Workers’ Compensation. California Labor Code Sections 1860 and 3700 provide that every employer will be required to secure the payment of compensation to its employees if it has employees. In accordance with the provisions of California Labor Code Section 1861, Consultant certifies as follows:
“I am aware of the provisions of Section 3700 of the Labor Code which require every employer to be insured against liability for workers' compensation or to undertake self-insurance in accordance with the provisions of that code, and I will comply with such provisions before commencing the performance of the work of this contract.”
Consultant’s Authorized Initials ___________________
Pankaj Kumar, Chief Executive Officer
(i) Consultant’s Responsibility for Subcontractors. For every subcontractor who will perform work under this Agreement, Consultant shall be responsible for such subcontractor's compliance with Division 2, Part 7, Chapter 1 (commencing with Section 1720) of the California Labor Code, and shall make such compliance a requirement in any contract with any subcontractor for work under this Agreement. Consultant shall be required to take all actions necessary to enforce such contractual provisions and ensure subcontractor's compliance, including without limitation, conducting a review of the certified payroll records of the subcontractor on a periodic basis or upon becoming aware of the failure of the subcontractor to pay his or her workers the specified prevailing rate of wages. Consultant shall diligently take corrective action to halt or rectify any such failure by any subcontractor.

1.5 Licenses, Permits, Fees and Assessments.

Consultant shall obtain at its sole cost and expense such licenses, permits and approvals as may be required by law for the performance of the services required by this Agreement. Consultant shall have the sole obligation to pay for any fees, assessments and taxes, plus applicable penalties and interest, which may be imposed by law and arise from or are necessary for the Consultant’s performance of the services required by this Agreement, and shall indemnify, defend and hold harmless City, its officers, employees or agents of City, against any such fees, assessments, taxes, penalties or interest levied, assessed or imposed against City hereunder.

1.6 Familiarity with Work.

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By executing this Agreement, Consultant warrants that Consultant (i) has thoroughly investigated and considered the scope of services to be performed, (ii) has carefully considered how the services should be performed, and (iii) fully understands the facilities, difficulties and restrictions attending performance of the services under this Agreement. If the services involve work upon any site, Consultant warrants that Consultant has or will investigate the site and is or will be fully acquainted with the conditions there existing, prior to commencement of services hereunder. Should the Consultant discover any latent or unknown conditions, which will materially affect the performance of the services hereunder, Consultant shall immediately inform the City of such fact and shall not proceed except at Consultant’s risk until written instructions are received from the Contract Officer.

1.7 Care of Work.

The Consultant shall adopt reasonable methods during the life of this Agreement to furnish continuous protection to the work, and the equipment, materials, papers, documents, plans, studies and/or other components thereof to prevent losses or damages, and shall be responsible for all such damages, to persons or property, until acceptance of the work by City, except such losses or damages as may be caused by City’s own negligence.

1.8 Further Responsibilities of Parties.

Both Parties agree to use reasonable care and diligence to perform their respective obligations under this Agreement. Both Parties agree to act in good faith to execute all instruments, prepare all documents and take all actions as may be reasonably necessary to carry out the purposes of this Agreement. Unless hereafter specified, neither Party shall be responsible for the service of the other.

1.9 Additional Services.

City shall have the right at any time during the performance of the services, without invalidating this Agreement, to order extra work beyond that specified in the Scope of Services or make changes by altering, adding to or deducting from said work. No such extra work may be undertaken unless a written order is first given by the Contract Officer (as defined below) to the Consultant, incorporating therein any adjustment in (i) the Contract Sum (or a portion of the compensation due to Consultant) for the actual costs of the extra work, and/or (ii) the time to perform this Agreement, which said adjustments are subject to the written approval of the Consultant. Any increase in compensation of up to ten percent (10%) of the Contract Sum or $50,000, whichever is less; or, in the time to perform of up to one hundred eighty (180) days, may be approved by the Contract Officer.

Any greater increases, taken either separately or cumulatively, must be approved by the City Council. It is expressly understood by Consultant that the provisions of this Section shall not apply to services specifically set forth in the Scope of Services. Consultant hereby acknowledges that it accepts the risk that the services to be provided pursuant to the Scope of Services may be more costly or time consuming than Consultant anticipates and that Consultant shall not be entitled to additional compensation therefor. City may in its sole and absolute discretion have similar work done by other Consultants. No claims for an increase in the Contract Sum or time for performance shall be valid unless the procedures established in this Section are followed.

1.10 Special Requirements.

Additional terms and conditions of this Agreement, if any, which are made a part hereof are set forth in the “Special Requirements” attached hereto as Exhibit “B” and incorporated herein by this reference. In the event of a conflict between the provisions of Exhibit “B” and any other provisions of this Agreement, the provisions of Exhibit “B” shall govern.

ARTICLE 2. COMPENSATION AND METHOD OF PAYMENT.

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2.1 Contract Sum.

Subject to any limitations set forth in this Agreement, City agrees to pay Consultant the amounts specified in the “Schedule of Compensation” attached hereto as Exhibit “C” and incorporated herein by this reference. The total compensation, including reimbursement for actual expenses, shall not exceed Dollars ($_________) (the “Contract Sum”), unless additional compensation is approved pursuant to Section 1.9.

2.2 Method of Compensation.

The method of compensation may include: (i) a lump sum payment upon completion; (ii) payment in accordance with specified tasks or the percentage of completion of the services, less contract retention; (iii) payment for time and materials based upon the Consultant’s rates as specified in the Schedule of Compensation, provided that (a) time estimates are provided for the performance of sub tasks, (b) contract retention is maintained, and (c) the Contract Sum is not exceeded; or (iv) such other methods as may be specified in the Schedule of Compensation.

2.3 Reimbursable Expenses.

Compensation may include reimbursement for actual and necessary expenditures for reproduction costs, telephone expenses, and travel expenses approved by the Contract Officer in advance, or actual subcontractor expenses of an approved subcontractor pursuant to Section 4.5, and only if specified in the Schedule of Compensation. The Contract Sum shall include the attendance of Consultant at all project meetings reasonably deemed necessary by the City. Coordination of the performance of the work with City is a critical component of the services. If Consultant is required to attend additional meetings to facilitate such coordination, Consultant shall not be entitled to any additional compensation for attending said meetings.

2.4 Invoices.

Each month Consultant shall furnish to City an original invoice for all work performed and expenses incurred during the preceding month in a form approved by City’s Director of Finance. By submitting an invoice for payment under this Agreement, Consultant shall be deemed to have certify compliance with all provisions of this Agreement. The invoice shall contain all information specified in Exhibit “C”, and shall detail charges for all necessary and actual expenses by the following categories: labor (by sub-category), travel, materials, equipment, supplies, and sub-contractor contracts. Sub-contractor charges shall also be detailed by such categories.

Consultant shall not invoice City for any duplicate services performed by more than one person.

City shall independently review each invoice submitted by the Consultant to determine whether the work performed and expenses incurred are in compliance with the provisions of this Agreement. Except as to any charges for work performed or expenses incurred by Consultant which are disputed by City, or as provided in Section 7.3, City will use its best efforts to cause Consultant to be paid within forty-five (45) days of receipt of Consultant’s correct and undisputed invoice; however, Consultant acknowledges and agrees that due to City warrant run procedures, the City cannot guarantee that payment will occur within this time period. In the event any charges or expenses are disputed by City, the original invoice shall be returned by City to Consultant for correction and resubmission. Review and payment by City for any invoice provided by the Consultant shall not constitute a waiver of any rights or remedies provided herein or any applicable law.

2.5 Waiver.

Payment to Consultant for work performed pursuant to this Agreement shall not be deemed to waive any defects in work performed by Consultant.

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ARTICLE 3. PERFORMANCE SCHEDULE

3.1 Time of Essence.

Time is of the essence in the performance of this Agreement.

3.2 Schedule of Performance.

Consultant shall commence the services pursuant to this Agreement upon receipt of a written notice to proceed and shall perform all services within the time period(s) established in the “Schedule of Performance” attached hereto as Exhibit “D” and incorporated herein by this reference. When requested by the Consultant, extensions to the time period(s) specified in the Schedule of Performance may be approved in writing by the Contract Officer but not exceeding one hundred eighty (180) days cumulatively.

3.3 Force Majeure.

The time period(s) specified in the Schedule of Performance for performance of the services rendered pursuant to this Agreement shall be extended because of any delays due to unforeseeable causes beyond the control and without the fault or negligence of the Consultant, including, but not restricted to, acts of God or of the public enemy, unusually severe weather, fires, earthquakes, floods, epidemics, quarantine restrictions, riots, strikes, freight embargoes, wars, litigation, and/or acts of any governmental agency, including the City, if the Consultant shall within ten (10) days of the commencement of such delay notify the Contract Officer in writing of the causes of the delay. The Contract Officer shall ascertain the facts and the extent of delay, and extend the time for performing the services for the period of the enforced delay when and if in the judgment of the Contract Officer such delay is justified. The Contract Officer’s determination shall be final and conclusive upon the Parties to this Agreement. In no event shall Consultant be entitled to recover damages against the City for any delay in the performance of this Agreement, however caused, Consultant’s sole remedy being extension of this Agreement pursuant to this Section.

3.4 Term.

Unless earlier terminated in accordance with Article 7 of this Agreement, this Agreement shall continue in full force and effect until completion of the services but not exceeding three (3) years from the date hereof (“Term”), except as otherwise provided in the Schedule of Performance (as shown on Exhibit “D” attached hereto). The City Manager may, at his/her sole discretion, extend the Term for two (2) additional one-year terms.

ARTICLE 4. COORDINATION OF WORK

4.1 Representatives and Personnel of Consultant.

The following principals of Consultant (“Principals”) are hereby designated as being the principals and representatives of Consultant authorized to act in its behalf with respect to the work specified herein and make all decisions in connection therewith:

Pankaj Kumar, Chief Executive Officer
It is expressly understood that the experience, knowledge, capability and reputation of the foregoing principals were a substantial inducement for City to enter into this Agreement. Therefore, the foregoing principals shall be responsible during the Term of this Agreement for directing all activities of Consultant and devoting sufficient time to personally supervise the services hereunder. All personnel of Consultant, and any authorized agents, shall at all times be under the exclusive direction and control of the Principals. For purposes of this Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 7
Agreement, the foregoing Principals may not be replaced nor may their responsibilities be substantially reduced by Consultant without the express written approval of City. Additionally, Consultant shall utilize only competent personnel to perform services pursuant to this Agreement. Consultant shall make every reasonable effort to maintain the stability and continuity of Consultant’s staff and subcontractors, if any, assigned to perform the services required under this Agreement. Consultant shall notify City of any changes in Consultant’s staff and subcontractors, if any, assigned to perform the services required under this Agreement, prior to and during any such performance.

4.2 Status of Consultant.

Consultant shall have no authority to bind City in any manner, or to incur any obligation, debt or liability of any kind on behalf of or against City, whether by contract or otherwise, unless such authority is expressly conferred under this Agreement or is otherwise expressly conferred in writing by City. Consultant shall not at any time or in any manner represent that Consultant or any of Consultant’s officers, employees, or agents are in any manner officials, officers, employees or agents of City. Neither Consultant, nor any of Consultant’s officers, employees or agents, shall obtain any rights to retirement, health care or any other benefits which may otherwise accrue to City’s employees. Consultant expressly waives any claim Consultant may have to any such rights.

4.3 Contract Officer.

The Contract Officer shall be the Glendora Police Department Business Services Manager or such person as may be designated by the City Manager. It shall be the Consultant’s responsibility to assure that the Contract Officer is kept informed of the progress of the performance of the services and the Consultant shall refer any decisions which must be made by City to the Contract Officer. Unless otherwise specified herein, any approval of City required hereunder shall mean the approval of the Contract Officer. The Contract Officer shall have authority, if specified in writing by the City Manager, to sign all documents on behalf of the City required hereunder to carry out the terms of this Agreement.

4.4 Independent Consultant.

Neither the City nor any of its employees shall have any control over the manner, mode or means by which Consultant, its agents or employees, perform the services required herein, except as otherwise set forth herein.

City shall have no voice in the selection, discharge, supervision or control of Consultant’s employees, servants, representatives or agents, or in fixing their number, compensation or hours of service. Consultant shall perform all services required herein as an independent contractor of City and shall remain at all times as to City a wholly independent contractor with only such obligations as are consistent with that role. Consultant shall not at any time or in any manner represent that it or any of its agents or employees are agents or employees of City. City shall not in any way or for any purpose become or be deemed to be a partner of Consultant in its business or otherwise or a joint venturer or a member of any joint enterprise with Consultant.

4.5 Prohibition Against Subcontracting or Assignment.

The experience, knowledge, capability and reputation of Consultant, its principals and employees were a substantial inducement for the City to enter into this Agreement. Therefore, Consultant shall not contract with any other entity to perform in whole or in part the services required hereunder without the express written approval of the City. In addition, neither this Agreement nor any interest herein may be transferred, assigned, conveyed, hypothecated or encumbered voluntarily or by operation of law, whether for the benefit of creditors or otherwise, without the prior written approval of City. Transfers restricted hereunder shall include the transfer to any person or group of persons acting in concert of more than twenty five percent (25%) of the present ownership and/or control of Consultant, taking all transfers into account on a cumulative basis. In the event of any such unapproved Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 8
transfer, including any bankruptcy proceeding, this Agreement shall be void. No approved transfer shall release the Consultant or any surety of Consultant of any liability hereunder without the express consent of City.

ARTICLE 5. INSURANCE AND INDEMNIFICATION

5.1 Insurance Coverages.

Without limiting Consultant’s indemnification of City, and prior to commencement of any services under this Agreement, Consultant shall obtain, provide and maintain at its sole cost and expense during the Term of this Agreement, policies of insurance of the type and amounts described below and in a form satisfactory to City. (a) General Liability Insurance. Consultant shall maintain commercial general liability insurance with coverage at least as broad as Insurance Services Office form CG 00 01, in an amount not less than $1,000,000 per occurrence, $2,000,000 general aggregate, for bodily injury, personal injury, and property damage, including without limitation, blanket contractual liability. The policy must include contractual liability that has not been amended. Any endorsement restricting standard ISO “insured contract” language will not be accepted.
(b) Automobile Liability Insurance. Consultant shall maintain automobile insurance at least as broad as Insurance Services Office form CA 00 01 covering bodily injury and property damage for all activities of the Consultant arising out of or in connection with the services to be performed under this Agreement, including coverage for any owned, hired, non-owned or rented vehicles, in an amount not less than $1,000,000 combined single limit for each accident.
(c) Professional Liability (errors & omissions) Insurance. Consultant shall maintain professional liability insurance that covers the Services to be performed in connection with this Agreement, in the minimum amount of $1,000,000 per claim and in the aggregate. Any policy inception date, continuity date, or retroactive date must be before the effective date of this Agreement and Consultant agrees to maintain continuous coverage through a period no less than three (3) years after completion of the services required by this Agreement.
(d) Workers’ Compensation Insurance. Consultant shall maintain Workers’ Compensation Insurance (Statutory Limits) and Employer’s Liability Insurance (with limits of at least $1,000,000). (e) Subcontractors. Consultant shall include all subcontractors as insureds under its policies or shall furnish separate certificates and certified endorsements for each subcontractor. All coverages for subcontractors shall include all of the requirements stated herein. (f) Additional Insurance. Policies of such other insurance, as may be required in the Special Requirements in Exhibit “B”.

5.2 General Insurance Requirements.
(a) Proof of Insurance. Consultant shall provide certificates of insurance to City as evidence of the insurance coverage required herein, along with a waiver of subrogation endorsement for workers’ compensation. Insurance certificates and endorsements must be approved by City’s Risk Manager prior to commencement of performance. Current certification of insurance shall be kept on file with City at all times during the Term of this Agreement. City reserves the right to require complete, certified copies of all required insurance policies, at any time.

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(b) Duration of Coverage. Consultant shall procure and maintain for the duration of this Agreement insurance against claims for injuries to persons or damages to property, which may arise from or in connection with the performance of the Services hereunder by Consultant, its agents, representatives, employees or subconsultants.
(c) Primary/Noncontributing. Coverage provided by Consultant shall be primary and any insurance or self-insurance procured or maintained by City shall not be required to contribute with it. The limits of insurance required herein may be satisfied by a combination of primary and umbrella or excess insurance. Any umbrella or excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary and non-contributory basis for the benefit of City before the City’s own insurance or selfinsurance shall be called upon to protect it as a named insured. (d) City’s Rights of Enforcement. In the event any policy of insurance required under this Agreement does not comply with these specifications or is canceled and not replaced, City has the right but not the duty to obtain the insurance it deems necessary and any premium paid by City will be promptly reimbursed by Consultant or City will withhold amounts sufficient to pay premium from Consultant payments. In the alternative, City may cancel this Agreement.
(e) Acceptable Insurers. All insurance policies shall be issued by an insurance company currently authorized by the Insurance Commissioner to transact business of insurance or that is on the List of Approved Surplus Line Insurers in the State of California, with an assigned policyholders’ Rating of A- (or higher) and Financial Size Category Class VI (or larger) in accordance with the latest edition of Best’s Key Rating Guide, unless otherwise approved by the City’s Risk Manager.
(f) Waiver of Subrogation. All insurance coverage maintained or procured pursuant to this agreement shall be endorsed to waive subrogation against City, its elected or appointed officers, agents, officials, employees and volunteers or shall specifically allow Consultant or others providing insurance evidence in compliance with these specifications to waive their right of recovery prior to a loss. Consultant hereby waives its own right of recovery against City, and shall require similar written express waivers and insurance clauses from each of its subconsultants.
(g) Enforcement of Contract Provisions (non-estoppel). Consultant acknowledges and agrees that any actual or alleged failure on the part of the City to inform Consultant of non-compliance with any requirement imposes no additional obligations on the City nor does it waive any rights hereunder. (h) Requirements not Limiting. Requirements of specific coverage features or limits contained in this section are not intended as a limitation on coverage, limits or other requirements, or a waiver of any coverage normally provided by any insurance. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be all inclusive, or to the exclusion of other coverage, or a waiver of any type. If the Consultant maintains higher limits than the minimums shown above, the City requires and shall be entitled to coverage for the higher limits maintained by the Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the City.
(i) Notice of Cancellation. Consultant agrees to oblige its insurance agent or broker and insurers to provide to City with a thirty (30) day notice of cancellation (except for nonpayment for which a ten (10) day notice is required) or nonrenewal of coverage for each required coverage. (j) Additional Insured Status. General liability and automobile policies shall provide or be endorsed to provide that City and its officers, officials, employees, and agents, and volunteers shall be additional insureds under such policies. This provision shall also apply to any excess/umbrella liability policies.

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(k) Prohibition of Undisclosed Coverage Limitations. None of the coverages required herein will be in compliance with these requirements if they include any limiting endorsement of any kind that has not been first submitted to City and approved by the City in writing. (l) Separation of Insureds. A severability of interests provision must apply for all additional insureds ensuring that Consultant’s insurance shall apply separately to each insured against whom claim is made or suit is brought, except with respect to the insurer’s limits of liability. The policy(ies) shall not contain any cross-liability exclusions.
(m) Pass Through Clause. Consultant agrees to ensure that its subconsultants, subcontractors, and any other party involved with the services who is brought onto or involved in the services by Consultant, provide the same minimum insurance coverage and endorsements required of Consultant. Consultant agrees to monitor and review all such coverage and assumes all responsibility for ensuring that such coverage is provided in conformity with the requirements of this section. Consultant agrees that upon request, all agreements with consultants, subcontractors, and others engaged in the services will be submitted to City for review. (n) City’s Right to Revise Specifications. The City reserves the right at any time during the Term of this Agreement to change the amounts and types of insurance required by giving the Consultant ninety (90) days advance written notice of such change. If such change results in substantial additional cost to the Consultant, the City and Consultant may renegotiate Consultant’s compensation. (o) Deductibles / Self-insured Retentions. Any deductibles and self-insured retentions must be declared to and approved by City. At the option of the City, either: the insurer shall reduce or eliminate such deductibles or self-insured retentions with respect to the City, it officers, officials, employees, agents and volunteers, or the Consultant shall provide a financial guarantee satisfactory to the city guaranteeing payment of losses and related investigations, claims administration and defense expense. (p) Timely Notice of Claims. Consultant shall give City prompt and timely notice of claims made or suits instituted that arise out of or result from Consultant’s performance under this Agreement, and that involve or may involve coverage under any of the required liability policies. (q) Additional Insurance. Consultant shall also procure and maintain, at its own cost and expense, any additional kinds of insurance, which in its own judgment may be necessary for its proper protection and prosecution of the work.

5.3 Indemnification.

To the full extent permitted by law, Consultant agrees to indemnify, defend and hold harmless the City, its officers, employees and agents (“Indemnified Parties”) against, and will hold and save them and each of them harmless from, any and all actions, either judicial, administrative, arbitration or regulatory claims, damages to persons or property, losses, costs, penalties, obligations, errors, omissions or liabilities whether actual or threatened (herein “claims or liabilities”) that may be asserted or claimed by any person, firm or entity arising out of or in connection with the negligent performance of the work, operations or activities provided herein of Consultant, its officers, employees, agents, subcontractors, or invitees, or any individual or entity for which Consultant is legally liable (“indemnitors”), or arising from Consultant’s or indemnitors’ reckless or willful misconduct, or arising from Consultant’s or indemnitors’ negligent performance of or failure to perform any term, provision, covenant or condition of this Agreement, and in connection therewith:
(a) Consultant will defend any action or actions filed in connection with any of said claims or liabilities and will pay all costs and expenses, including legal costs and attorneys’ fees incurred in connection therewith;
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(b) Consultant will promptly pay any judgment rendered against the City, its officers, agents or employees for any such claims or liabilities arising out of or in connection with the negligent performance of or failure to perform such work, operations or activities of Consultant hereunder; and Consultant agrees to save and hold the City, its officers, agents, and employees harmless therefrom; (c) In the event the City, its officers, agents or employees is made a party to any action or proceeding filed or prosecuted against Consultant for such damages or other claims arising out of or in connection with the negligent performance of or failure to perform the work, operation or activities of Consultant hereunder, Consultant agrees to pay to the City, its officers, agents or employees, any and all costs and expenses incurred by the City, its officers, agents or employees in such action or proceeding, including but not limited to, legal costs and attorneys’ fees.
(d) Consultant shall incorporate similar indemnity agreements with its subcontractors and if it fails to do so Consultant shall be fully responsible to indemnify City hereunder therefore, and failure of City to monitor compliance with these provisions shall not be a waiver hereof. This indemnification includes claims or liabilities arising from any negligent or wrongful act, error or omission, or reckless or willful misconduct of Consultant in the performance of professional services hereunder. The provisions of this Section do not apply to claims or liabilities occurring as a result of City’s sole negligence or willful acts or omissions, but, to the fullest extent permitted by law, shall apply to claims and liabilities resulting in part from City’s negligence, except that design professionals’ indemnity hereunder shall be limited to claims and liabilities arising out of the negligence, recklessness or willful misconduct of the design professional. The indemnity obligation shall be binding on successors and assigns of Consultant and shall survive termination of this Agreement.

ARTICLE 6. RECORDS, REPORTS, AND RELEASE OF INFORMATION

6.1 Records.

Consultant shall keep, and require subcontractors to keep, such ledgers, books of accounts, invoices, vouchers, canceled checks, reports, studies or other documents relating to the disbursements charged to City and services performed hereunder (the “books and records”), as shall be necessary to perform the services required by this Agreement and enable the Contract Officer to evaluate the performance of such services. Any and all such documents shall be maintained in accordance with generally accepted accounting principles and shall be complete and detailed. The Contract Officer shall have full and free access to such books and records at all times during normal business hours of City, including the right to inspect, copy, audit and make records and transcripts from such records. Such records shall be maintained for a period of three (3) years following completion of the services hereunder, and the City shall have access to such records in the event any audit is required. In the event of dissolution of Consultant’s business, custody of the books and records may be given to City, and access shall be provided by Consultant’s successor in interest. Notwithstanding the above, the Consultant shall fully cooperate with the City in providing access to the books and records if a public records request is made and disclosure is required by law including but not limited to the California Public Records Act.

6.2 Reports.

Consultant shall periodically prepare and submit to the Contract Officer such reports concerning the performance of the services required by this Agreement as the Contract Officer shall require. Consultant hereby acknowledges that the City is greatly concerned about the cost of work and services to be performed pursuant to this Agreement. For this reason, Consultant agrees that if Consultant becomes aware of any facts, circumstances, techniques, or events that may or will materially increase or decrease the cost of the work or services contemplated herein or, if Consultant is providing design services, the cost of the project being designed, Consultant shall Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 12
promptly notify the Contract Officer of said fact, circumstance, technique or event and the estimated increased or decreased cost related thereto and, if Consultant is providing design services, the estimated increased or decreased cost estimate for the project being designed.

6.3 Ownership of Documents.

All drawings, specifications, maps, designs, photographs, studies, surveys, data, notes, computer files, reports, records, documents and other materials (the “documents and materials”) prepared by Consultant, its employees, subcontractors and agents in the performance of this Agreement (but not including Consultant’s proprietary computer programs or its intellectual property [Consultant’s Property”]) shall be the property of City and shall be delivered to City upon request of the Contract Officer or upon the termination of this Agreement, and Consultant shall have no claim for further employment or additional compensation as a result of the exercise by City of its full rights of ownership use, reuse, or assignment of the documents and materials hereunder. Any use, reuse or assignment of such completed documents for other projects and/or use of uncompleted documents without specific written authorization by the Consultant will be at the City’s sole risk and without liability to Consultant, and Consultant’s guarantee and warranties shall not extend to such use, reuse or assignment.

Consultant may retain copies of such documents for its own use. Consultant shall have the right to use the concepts embodied therein. All subcontractors shall provide for assignment to City of any documents or materials prepared by them, and in the event Consultant fails to secure such assignment, Consultant shall indemnify City for all damages resulting therefrom. Moreover, Consultant with respect to any documents and materials that may qualify as “works made for hire” as defined in 17 U.S.C. § 101, such documents and materials are hereby deemed “works made for hire” for the City.

6.4 Confidentiality and Release of Information.
(a) All information gained or work product produced by Consultant in performance of this Agreement shall be considered confidential, unless such information is in the public domain or already known to Consultant. Consultant shall not release or disclose any such information or work product to persons or entities other than City without prior written authorization from the Contract Officer. (b) Consultant, its officers, employees, agents or subcontractors, shall not, without prior written authorization from the Contract Officer or unless requested by the City Attorney, voluntarily provide documents, declarations, letters of support, testimony at depositions, response to interrogatories or other information concerning the work performed under this Agreement. Response to a subpoena or court order shall not be considered “voluntary” provided Consultant gives City notice of such court order or subpoena. (c) If Consultant, or any officer, employee, agent or subcontractor of Consultant, provides any information or work product in violation of this Agreement, then City shall have the right to reimbursement and indemnity from Consultant for any damages, costs and fees, including attorney’s fees, caused by or incurred as a result of Consultant’s conduct.
(d) Consultant shall promptly notify City should Consultant, its officers, employees, agents or subcontractors be served with any summons, complaint, subpoena, notice of deposition, request for documents, interrogatories, request for admissions or other discovery request, court order or subpoena from any party regarding this Agreement and the work performed there under. City retains the right, but has no obligation, to represent Consultant or be present at any deposition, hearing or similar proceeding. Consultant agrees to cooperate fully with City and to provide City with the opportunity to review any response to discovery requests provided by Consultant. However, this right to review any such response does not imply or mean the right by City to control, direct, or rewrite said response.

ARTICLE 7. ENFORCEMENT OF AGREEMENT AND TERMINATION
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7.1 California Law.

This Agreement shall be interpreted, construed and governed both as to validity and to performance of the Parties in accordance with the laws of the State of California. Legal actions concerning any dispute, claim or matter arising out of or in relation to this Agreement shall be instituted in the Superior Court of the County of Los Angeles, State of California, or any other appropriate court in such county, and Consultant covenants and agrees to submit to the personal jurisdiction of such court in the event of such action. In the event of litigation in a U.S.

District Court, venue shall lie exclusively in the Central District of California, in the County of Los Angeles, State of California.

7.2 Disputes; Default.

In the event that Consultant is in default under the terms of this Agreement, the City shall not have any obligation or duty to continue compensating Consultant for any work performed after the date of default. Instead, the City may give notice to Consultant of the default and the reasons for the default. The notice shall include the timeframe in which Consultant may cure the default. This timeframe is presumptively thirty (30) days, but may be extended, though not reduced, if circumstances warrant, as determined by the Contract Officer. The cure period may run concurrently with the termination period as provided in Section 7.7, if the option to cure in the alternative to termination. During the period of time that Consultant is in default, the City shall hold all invoices and shall, when the default is cured, proceed with payment on the invoices. In the alternative, the City may, in its sole discretion, elect to pay some or all of the outstanding invoices during the period of default. If Consultant does not cure the default, the City may take necessary steps to terminate this Agreement under this Article. Any failure on the part of the City to give notice of the Consultant’s default shall not be deemed to result in a waiver of the City’s legal rights or any rights arising out of any provision of this Agreement.

7.3 Retention of Funds.

Consultant hereby authorizes City to deduct from any amount payable to Consultant (whether or not arising out of this Agreement) (i) any amounts the payment of which may be in dispute hereunder or which are necessary to compensate City for any losses, costs, liabilities, or damages suffered by City, and (ii) all amounts for which City may be liable to third parties, by reason of Consultant’s acts or omissions in performing or failing to perform Consultant’s obligation under this Agreement. In the event that any claim is made by a third party, the amount or validity of which is disputed by Consultant, or any indebtedness shall exist which shall appear to be the basis for a claim of lien, City may withhold from any payment due, without liability for interest because of such withholding, an amount sufficient to cover such claim. The failure of City to exercise such right to deduct or to withhold shall not, however, affect the obligations of the Consultant to insure, indemnify, and protect City as elsewhere provided herein.

7.4 Waiver.

Waiver by any Party to this Agreement of any term, condition, or covenant of this Agreement shall not constitute a waiver of any other term, condition, or covenant. Waiver by any Party of any breach of the provisions of this Agreement shall not constitute a waiver of any other provision or a waiver of any subsequent breach or violation of any provision of this Agreement. Acceptance by City of any work or services by Consultant shall not constitute a waiver of any of the provisions of this Agreement. No delay or omission in the exercise of any right or remedy by a non-defaulting Party on any default shall impair such right or remedy or be construed as a waiver.

Any waiver by either Party of any default must be in writing and shall not be a waiver of any other default concerning the same or any other provision of this Agreement.

7.5 Rights and Remedies are Cumulative.

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Except with respect to rights and remedies expressly declared to be exclusive in this Agreement, the rights and remedies of the Parties are cumulative and the exercise by either Party of one or more of such rights or remedies shall not preclude the exercise by it, at the same or different times, of any other rights or remedies for the same default or any other default by the other Party.

7.6 Legal Action.

In addition to any other rights or remedies, either Party may take legal action, in law or in equity, to cure, correct or remedy any default, to recover damages for any default, to compel specific performance of this Agreement, to obtain declaratory or injunctive relief, or to obtain any other remedy consistent with the purposes of this Agreement. Notwithstanding any contrary provision herein, Consultant shall file a statutory claim pursuant to Government Code Sections 905 et seq. and 910 et seq., in order to pursue a legal action under this Agreement.

7.7 Termination Prior to Expiration of Term.

This Section shall govern any termination of this Agreement except as specifically provided in the following Section for termination for cause. The City reserves the right to terminate this Agreement at any time, with or without cause, upon thirty (30) days’ written notice to Consultant, except that where termination is due to the fault of the Consultant, the period of notice may be such shorter time as may be determined by the Contract Officer. In addition, the Consultant reserves the right to terminate this Agreement at any time, with or without cause, upon sixty (60) days’ written notice to City, except that where termination is due to the fault of the City, the period of notice may be such shorter time as the Consultant may determine. Upon receipt of any notice of termination, Consultant shall immediately cease all services hereunder except such as may be specifically approved by the Contract Officer. Except where the Consultant has initiated termination, the Consultant shall be entitled to compensation for all services rendered prior to the effective date of the notice of termination and for any services authorized by the Contract Officer thereafter in accordance with the Schedule of Compensation or such as may be approved by the Contract Officer, except as provided in Section 7.3. In the event the Consultant has initiated termination, the Consultant shall be entitled to compensation only for the reasonable value of the work product actually produced hereunder. In the event of termination without cause pursuant to this Section, the terminating party need not provide the non-terminating party with the opportunity to cure pursuant to Section 7.2.

7.8 Termination for Default of Consultant.

If termination is due to the failure of the Consultant to fulfill its obligations under this Agreement, City may, after compliance with the provisions of Section 7.2, take over the work and prosecute the same to completion by contract or otherwise, and the Consultant shall be liable to the extent that the total cost for completion of the services required hereunder exceeds the compensation herein stipulated (provided that the City shall use reasonable efforts to mitigate such damages), and City may withhold any payments to the Consultant for the purpose of set-off or partial payment of the amounts owed the City as previously stated.

7.9 Attorneys’ Fees.

If either Party to this Agreement is required to initiate or defend or made a party to any action or proceeding in any way connected with this Agreement, the prevailing party in such action or proceeding, in addition to any other relief which may be granted, whether legal or equitable, shall be entitled to reasonable attorney’s fees. Attorney’s fees shall include attorneys’ fees on any appeal, and in addition a Party entitled to attorneys’ fees shall be entitled to all other reasonable costs for investigating such action, taking depositions and discovery and all other necessary costs the court allows which are incurred in such litigation. All such fees shall be deemed to have accrued on commencement of such action and shall be enforceable whether or not such action is prosecuted to judgment.

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ARTICLE 8. CITY OFFICERS AND EMPLOYEES: NON-DISCRIMINATION

8.1 Non-liability of City Officers and Employees.

No officer or employee of the City shall be personally liable to the Consultant, or any successor in interest, in the event of any default or breach by the City or for any amount which may become due to the Consultant or to its successor, or for breach of any obligation of the terms of this Agreement.

8.2 Conflict of Interest.

Consultant covenants that neither it, nor any officer or principal of its firm, has or shall acquire any interest, directly or indirectly, which would conflict in any manner with the interests of City or which would in any way hinder Consultant’s performance of services under this Agreement. Consultant further covenants that in the performance of this Agreement, no person having any such interest shall be employed by it as an officer, employee, agent or subcontractor without the express written consent of the Contract Officer. Consultant agrees to at all times avoid conflicts of interest or the appearance of any conflicts of interest with the interests of City in the performance of this Agreement.

No officer or employee of the City shall have any financial interest, direct or indirect, in this Agreement nor shall any such officer or employee participate in any decision relating to this Agreement which affects her/his financial interest or the financial interest of any corporation, partnership or association in which (s)he is, directly or indirectly, interested, in violation of any State statute or regulation. The Consultant warrants that it has not paid or given and will not pay or give any third party any money or other consideration for obtaining this Agreement.

8.3 Covenant Against Discrimination.

Consultant covenants that, by and for itself, its heirs, executors, assigns, and all persons claiming under or through them, that there shall be no discrimination against or segregation of, any person or group of persons on account of race, color, creed, religion, sex, gender, sexual orientation, marital status, national origin, ancestry or other protected class in the performance of this Agreement. Consultant shall take affirmative action to insure that applicants are employed and that employees are treated during employment without regard to their race, color, creed, religion, sex, gender, sexual orientation, marital status, national origin, ancestry or other protected class.

8.4 Unauthorized Aliens.

Consultant hereby promises and agrees to comply with all of the provisions of the Federal Immigration and Nationality Act, 8 U.S.C. § 1101 et seq., as amended, and in connection therewith, shall not employ unauthorized aliens as defined therein. Should Consultantso employ such unauthorized aliens for the performance of work and/or services covered by this Agreement, and should any liability or sanctions be imposed against City for such use of unauthorized aliens, Consultant hereby agrees to and shall reimburse City for the cost of all such liabilities or sanctions imposed, together with any and all costs, including attorneys’ fees, incurred by City.

ARTICLE 9. MISCELLANEOUS PROVISIONS

9.1 Notices.

Any notice, demand, request, document, consent, approval, or communication either Party desires or is required to give to the other Party or any other person shall be in writing and either served personally or sent by prepaid, first-class mail, in the case of the City, to the City Manager and to the attention of the Contract Officer (with her/his name and City title), City of Glendora, 116 E. Foothill Blvd., Glendora, California 91741-3380, and Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 16
in the case of the Consultant, to the person(s) at the address designated on the execution page of this Agreement, together with the following email notice addresses: [email protected]; and [email protected] Either Party may change its address by notifying the other Party of the change of address in writing. Notice shall be deemed communicated at the time personally delivered or in seventy-two (72) hours from the time of mailing if mailed as provided in this Section.

9.2 Interpretation.

The terms of this Agreement shall be construed in accordance with the meaning of the language used and shall not be construed for or against either Party by reason of the authorship of this Agreement or any other rule of construction which might otherwise apply.

9.3 Counterparts.

This Agreement may be executed in counterparts, each of which shall be deemed to be an original, and such counterparts shall constitute one and the same instrument. Each of the parties intend to be bound by the signatures on any telecopied, .pdf or other electronically delivered document, and are aware that the other party will rely on the telecopied, .pdf or other electronically delivered signatures, and hereby waive any defenses to the enforcement of the terms of this Agreement based on the form of signature.

9.4 Integration; Amendment.

This Agreement including the attachments hereto is the entire, complete and exclusive expression of the understanding of the Parties. It is understood that there are no oral agreements between the Parties hereto affecting this Agreement and this Agreement supersedes and cancels any and all previous negotiations, arrangements, agreements and understandings, if any, between the Parties, and none shall be used to interpret this Agreement.

No amendment to or modification of this Agreement shall be valid unless made in writing and approved by the Consultant and by the City Council. The Parties agree that this requirement for written modifications cannot be waived and that any attempted waiver shall be void.

9.5 Severability.

In the event that any one or more of the phrases, sentences, clauses, paragraphs, or sections contained in this Agreement shall be declared invalid or unenforceable by a valid judgment or decree of a court of competent jurisdiction, such invalidity or unenforceability shall not affect any of the remaining phrases, sentences, clauses, paragraphs, or sections of this Agreement which are hereby declared as severable and shall be interpreted to carry out the intent of the Parties hereunder unless the invalid provision is so material that its invalidity deprives either Party of the basic benefit of their bargain or renders this Agreement meaningless.

9.6 Warranty & Representation of Non-Collusion.

No official, officer, or employee of City has any financial interest, direct or indirect, in this Agreement, nor shall any official, officer, or employee of City participate in any decision relating to this Agreement which may affect his/her financial interest or the financial interest of any corporation, partnership, or association in which (s)he is directly or indirectly interested, or in violation of any corporation, partnership, or association in which (s)he is directly or indirectly interested, or in violation of any State or municipal statute or regulation. The determination of “financial interest” shall be consistent with State law and shall not include interests found to be “remote” or “noninterests” pursuant to Government Code Sections 1091 or 1091.5. Consultant warrants and represents that it has not paid or given, and will not pay or give, to any third party including, but not limited to, any City official, officer, or employee, any money, consideration, or other thing of value as a result or consequence of obtaining or being awarded any agreement. Consultant further warrants and represents that (s)he/it has not Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 17
engaged in any act(s), omission(s), or other conduct or collusion that would result in the payment of any money, consideration, or other thing of value to any third party including, but not limited to, any City official, officer, or employee, as a result of consequence of obtaining or being awarded any agreement. Consultant is aware of and understands that any such act(s), omission(s) or other conduct resulting in such payment of money, consideration, or other thing of value will render this Agreement void and of no force or effect.

Consultant’s Authorized Initials ___________________
Pankaj Kumar, Chief Executive Officer

9.7 Authority.

The persons executing this Agreement on behalf of the Parties hereto warrant that (i) such Party is duly organized and existing, (ii) they are duly authorized to execute and deliver this Agreement on behalf of said Party, (iii) by so executing this Agreement, such Party is formally bound to the provisions of this Agreement, and (iv) that entering into this Agreement does not violate any provision of any other agreement to which said Party is bound. This Agreement shall be binding upon the heirs, executors, administrators, successors and assigns of the Parties.
[SIGNATURES APPEAR ON THE FOLLOWING PAGE]
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IN WITNESS WHEREOF, the Parties hereto have executed this Agreement on the date and year first-above written.

CITY:

CITY OF GLENDORA, a municipal corporation
Adam Raymond
City Manager
APPROVED AS TO FORM: CERTIFY AVAILABILITY OF FUNDS:

ALESHIRE & WYNDER, LLP
Danny Aleshire
City Attorney
Kyle Johnson
Finance Director/City Treasurer
ATTEST:

Kathleen R. Sessman
City Clerk/Communications Director
CONSULTANT:

PMAM CORPORATION, a Texas corporation
Name: Pankaj Kumar
Title: Chief Executive Officer
Email Address: [email protected]
Name: James McReynolds
Title: FAMS Director of Sales
Email Address: [email protected]
Address: 5430 LBJ Freeway, Suite 370, Dallas, TX 75240
Two corporate officer signatures required when Consultant is a corporation, with one signature required from each of the following groups: 1) Chairman of the Board, President or any Vice President; and 2) Secretary, any Assistant Secretary, Chief Financial Officer or any Assistant Treasurer.

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EXHIBIT “A”

SCOPE OF SERVICES
I. Consultant’s services hereunder are described as follows:

Consultant shall provide a turnkey false alarm billing and management system under the provisions of the Glendora Municipal Code, Chapter 5.34 Alarm Systems (“alarm ordinance”), to include tracking of alarm permits, assessing and collecting false alarm service fees, and collecting delinquent accounts, with no upfront costs or financial risk on the part of the City.

Consultant shall operate a Professional Services Alarm Management Services Program based on a "False Alarm Management Solution" system hereafter referred to as a “FAMS system” and all other necessary equipment and services on a "software as a service" basis. Consultant shall accurately convert all pertinent data downloaded from the City’s current primary alarm and accounts/receivable databases to populate the FAMS system. Effective interfaces shall ensure that all Parties share and benefit from the most current and accurate information.

Consultant shall provide appropriate supplies and services including but not limited to, the following:

1. Single point of contact and daily resident assistance

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

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

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

5. Generation of reports, shall include but not be limited to the following:
a. New alarm permits issued and fees collected
b. Annual permit renewals billed and fees collected
c. Permits inactivated or revoked and reason for inactivation or revocation d. Permits reinstated and reason for reinstatement
e. Number of false burglar alarms
f. Number of false burglar alarms billed and fees collected g. Number of false robbery alarms
h. Number of false robbery alarms billed and fees collected Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 20
i. Number of reinstatement fees billed and fees collected j. False burglary and/or robbery alarms for permit owners k. False burglary and/or robbery alarms for non-permitted owners l. Suspension or revocation Report for permit holders as per ordinance, if applicable.

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

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

8. Transfer online and/or via magnetic media a skeleton version of entire registration database from t h e FAMS system to RMS including the following:
1) Permit number (or non-permitted identifier)
2) Name of permit holder
3) Location of permit holder
4) Permit status
5) Expiration date
6) Last false alarm incident date and time
Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 21
7) Alarm type (i.e., burglar, panic, etc.)
8) False alarm incident count

9. Transfer online and/or via magnetic media incident records from RMS to FAMS including:
1) Incident number
2) Priority
3) Call code
4) Disposition
5) Date
6) Time:
(a) Received
(b) Dispatched
(c) Arrived
(d) Cleared
7) Remarks
8) Site name and address
9) Reportee name, address, phone number
10) Dispatcher- employee number and terminal
11) Phone clerk - employee number and terminal
12) Cleared code and disposition (true/false)
13) Officer number
14) Unit(s) assigned.

Collection requirements and provisions:

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

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

2. Bill format, permit forms, envelopes and related correspondence will identify the location of all staff and applicable offices so the customer may have the ability to obtain direct answers to questions about their bills and related false alarm system information.

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

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

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

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

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

Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 22

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

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

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

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

12. Notwithstanding the foregoing, the services provided hereunder do not extend to any debt collection activities in the event the property owner does not pay the amount of the invoice submitted by Consultant. Any such debt collection activities shall be performed by an independent contractor selected either by (i) Consultant with the prior written consent of the City or its designee, or (ii) the City or its designee or agent upon written notice to Consultant.

Processing:

Consultant shall provide the services covered under this Agreement from its offices in Texas and make available any program data necessary to establish and provide the Alarm Program Administration and Collection Service.

Additional Consultant Obligation:

In addition to the above, Consultant shall:

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

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

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

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

Training

1. Consultant shall provide training for all applicable City staff and Police employees. Training shall be conducted in several sessions on an as needed basis.

System Coordination

1. Consultant shall coordinate its services, billings, and remittances to the City with the City’s Finance Department.

Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 Revenue Agreement – PMAM Corp (09.23.2025) 23

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

3. Consultant shall establish and provide public education, awareness, and information regarding the City’s Alarm Management Program.

City Licensing Fees
I. The City acknowledges and agrees that Consultant shall be exempt from any applicable City license fees in performing its services hereunder.

Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 01240.0001/1016474.1 A-1
II. In addition to the requirements of Section 6.2, during performance of the services, Consultant will keep the City appraised of the status of performance by delivering the following status reports:
a. Regular telephonic and email updates as and when required by the Contract Officer or other City personnel.

III. All work product is subject to review and acceptance by the City, and must be revised by the Consultant without additional charge to the City until found satisfactory and accepted by City.

IV. Consultant will utilize the following personnel to accomplish the services:
a. Pankaj Kumar
b. Jimmy Spivey
c. Kevin George
d. Dhirhen Raval
e. Troy Brown
f. Michael Watts
g. Madhura Kotkar
h. Olga Salazar
i. Priscilla Ceballos
j. Antonio Rodriguez
k. Such other personnel of Consultant approved by the City to perform the services.

Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 01240.0001/1016474.1 B-1
EXHIBIT “B”

SPECIAL REQUIREMENTS
(Superseding Contract Boilerplate)
Added text is indicated in bold italics, deleted text is indicated in strikethrough.

I. Sections 2.1, 2.2, and 2.4 of the Agreement shall be deleted and replaced as follows, and the first sentence of Section 5.3 shall be revised as follows, and a new Section 5.3(e) shall be added as follows:

2.1 Contract Sum.
“Subject to any limitations set forth in this Agreement, City agrees to pay Consultant the amounts specified in the “Schedule of Compensation” attached hereto as Exhibit “C” and incorporated herein by this reference. Consultant and City shall split the revenue derived from Consultant’s services according to the following formula: City to receive 83% of revenues collected by Consultant in the performance of its services under this Agreement; Consultant to receive 17% of revenues collected. The term “revenue” shall include total permit fees, renewal fees, false alarm fines, reinstatement fees, civil penalties, late fees, alarm company civil penalties and any other fines or fees, but shall not include postage fees and bank fees incurred by the Consultant.”

2.2 Method of Compensation.
“The amount of revenue shall be determined and paid monthly by Consultant within fifteen (15) days after the end of each calendar month during the Term of this Agreement, or by such other method(s) as may be agreed to by City and Consultant in writing.”

2.4 Invoices.
“Each month the Consultant shall furnish to the City an original invoice showing the services performed and expenses incurred during the proceeding month and revenue to be shared in a form approved by the City’s Director of Finance. By submitting an invoice under this Agreement, the Consultant is certifying compliance with all provisions of the Agreement. The City shall independently review each invoice submitted by the Consultant to determine whether the services performed, expenses incurred, and revenue shared, are in compliance with the provisions of this Agreement.”

5.3 Indemnification.
“To the full extent permitted by law, Subject to the express limitations set forth herein, Consultant agrees to indemnify, defend and hold harmless the City, its officers, employees and agents (“Indemnified Parties”) against, and will hold and save them and each of them harmless from, any and all actions, either judicial, administrative, arbitration or regulatory claims, damages to persons or property, losses, costs, penalties, obligations, errors, omissions or liabilities whether actual or threatened (herein “claims or liabilities”) that may Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 01240.0001/1016474.1 B-2
be asserted or claimed by any person, firm or entity arising out of or in connection with the negligent performance of the work, operations or activities provided herein of Consultant, its officers, employees, agents, subcontractors, or invitees, or any individual or entity for which Consultant is legally liable (“indemnitors”), or arising from Consultant’s or indemnitors’ reckless or willful misconduct, or arising from Consultant’s or indemnitors’ negligent performance of or failure to perform any term, provision, covenant or condition of this Agreement, and in connection therewith.”
“(e) Notwithstanding any other provision of this Agreement to the contrary, in no event whatsoever shall the Consultant be liable for damages attributable to its actions or inactions, or its subcontractor’s actions or inactions, with respect to the services provided hereunder in excess of the sum of: (i) any insurance proceeds actually received by the Consultant, or paid by the Consultant’s insurance carrier to the City, with respect to the claim for indemnification by the City hereunder, and (ii) the amount of any and all fees received by the Consultant under this Agreement during the six (6) month period immediately preceding the act or omission that generated the Consultant’s indemnification obligation hereunder; provided, however, the limitations on the indemnification obligations of the Consultant set forth in this Section shall not apply to the obligation of the Consultant to pay the City its share of the collected revenues as set forth in this Agreement. In addition, notwithstanding any other obligation of the Consultant hereunder, in no event shall Consultant be liable for any special, consequential or punitive damages, arising directly or indirectly out of the services rendered by Consultant hereunder.”
II. The first sentence of Section 6.3 shall be revised as follows:
“All drawings, specifications, maps, designs, photographs, studies, surveys, data, notes, computer files, reports, records, documents and other materials (the “documents and materials”) prepared by Consultant, its employees, subcontractors and agents in the performance of this Agreement (but not including Consultant’s proprietary computer programs or its intellectual property) shall be the property of City and shall be delivered to City upon request of the Contract Officer or upon the termination of this Agreement, and Consultant shall have no claim for further employment or additional compensation as a result of the exercise by City of its full rights of ownership use, reuse, or assignment of the documents and materials hereunder.”
Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 01240.0001/1016474.1 C-1
EXHIBIT “C”

SCHEDULE OF COMPENSATION
I. The Parties shall share revenue derived from this Agreement as follows: Consultant shall retain the percentages and amounts listed in the table below of all collections and remit the percentage balance and amounts listed in the table below to the City for the total of the actual revenues generated and collected for the City during the Term of this Agreement, including all adjustments for:

A. Alarm permit and renewal fees;
B. False alarm violation fee above a mandated limit;
C. Reinstatement fees;
D. Late fees for false alarms, permit fees, and renewal fees; and E. Other charges imposed by the City in relation to the City’s Alarm Program Management and Collection Services (except for criminal penalties).

City of Glendora, CA PM AM Corporation
83% 17%
II. The City and Consultant shall share the revenue generated from fees, fines, and penalties described above; provided that all bank charges incurred in connection with the services rendered under this Agreement by Consultant shall be paid by the program before the foregoing split of fees. In addition, all postage expense incurred by the Professional Services Alarm Management Services Program will be deducted from the Program monthly before the sharing of monthly revenues.

Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35 01240.0001/1016474.1 D-1
EXHIBIT “D”

SCHEDULE OF PERFORMANCE
I. Consultant shall commence the performance of the Scope of Services herein upon receipt of the written notice to proceed from the Contract Officer and shall continuously engage in the performance of the services during the entire Term or any extensions to the Term of this Agreement.

Docusign Envelope ID: A6F3890B-04DA-4301-AD16-EE3277C22A35

FALSE ALARM MANAGEMENT PROGRAM
POLICE

COUNCIL MEETING
OCTOBER 14, 2025

JULIE LINGER, BUSINESS SERVICES MANAGER

BACKGROUND
• On January 14th, 2020, the City Council amended the Glendora Municipal code Section 5.34 Alarm Systems and updated the Master Fee schedule. • On October 27, 2020, the City entered an agreement with the PM AM Corporation to manage the City’s False Alarm Program.
• The initial three-year contract and has been extended for the maximum of (2) 1-year terms and is due to expire on 10/27/25.
• Requests for Proposals (RFP) opened on June 19, 2025. PM AM and four other vendors submitted proposals.

REQUESTS FOR PROPOSAL

REQUIREMENTS FROM VENDOR

PROVIDE A TURNKEY FALSE ALARM MANAGEMENT SYSTEM
• Issue and track alarm system permits
• Bill monthly for false alarm fees
• Collect revenues from permits and false alarms
• Collect revenue from delinquent alarm holders
• Be responsible for all costs associated with the program • Be compensated through a revenue sharing model
PM AM
• Uses a proprietary False Alarm
Management System (FAMS)
• Offers a customer assistance through a
toll-free number and email
• Issues and tracks alarm permits
• Bills for permits and false alarms
• Varying payment options
• Collects all fees associated with permits,
false alarms, and delinquent accounts
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PM AM • Includes all costs associated with billing
and the entire program
• Offers revenue sharing split of 83/17% • Possesses Criminal Justice Information Services (CJIS) certificate • Currently used by several San Gabriel Valley agencies
• Is compatible with current Records
Management System.
• Current contract with the City.

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CURRENT PERFORMANCE - PM AM
• Increase in registered permits
• Decrease in false alarms
• Increase in collection rate
• Responsive
• Satisfied with current service
• Current vendor, no down time
Year Billed Collection % Collection
2022 $151,055.00 $113,346.00 75%
2023 $153,195.00 $122,349.73 80%
2024 $144,485.00 $121,344.55 84%
2025 $65,740.00 $65,520.72 100%
Alarm Count
Year 2022 2023 2024
Alarms Registered 748 1,185 1,194
False Alarm Activations 1,004 838 834

RECOMMENDATIONS
• Award a contract service agreement to the PM AM Corporation for a 17% revenue share for the management of the City’s False Alarm Program; • Authorize the City Manager to Execute the agreement.

STAFF REPORT
TO: Mayor and Council Members DATE: October 14, 2025
FROM: Human Resources DISTRICT(S): Not Applicable
SUBJECT: Memorandum of Understanding between the City of Glendora and Glendora American Federation of State, County, and Municipal Employees (AFSCME Local 3915) for the three-year term of September 1, 2025, through June 30, 2028

RECOMMENDATION
That the City Council:

1. Waive full reading, read by title only and adopt a City Council Resolution entitled, “A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF GLENDORA, CALIFORNIA, APPROVING A 2025-2028 MEMORANDUM

OF UNDERSTANDING (MOU) WITH THE AMERICAN FEDERATION OF STATE, COUNTY, AND MUNICIPAL EMPLOYEES;” and

2. Authorize the City Manager to execute the agreement and any and all non-substantive changes to the draft Memorandum of Understanding.

STRATEGIC FOCUS AREAS
Goal 3: Enhance Employee Development and Retention (EEDR) Option

LEGISLATIVE HISTORY / PREVIOUS ACTIONS
On February 14, 2023, the City Council approved a Memorandum of Understanding with the American Federation of State, County, and Municipal Employees (AFSCME Local 3915) for a three-year term ending January 1, 2026. In compliance with the Myers-Milias-Brown Act (MMBA), representatives from the City and AFSCME commenced negotiations toward a successor MOU by opening the contract early. Both parties were able to come to a tentative successor agreement what will cover the period from September 1, 2025, through June 30, 2028. A summary of the negotiated changes is listed below.

AFSCME informed the City on September 24, 2025, that their membership had voted to accept the proposed terms. This action tonight seeks City Council approval of those terms and conditions negotiated.

DISCUSSION
The following summarizes the changes to the provisions of the negotiated tentative agreement:

1. Contract Term
Three (3) year contract term: September 1, 2025, through June 30,2028.

2. Wages
Effective the first full pay period commencing on or after:

July 1, 2026, base salaries to be increased by three percent (3%) July 1, 2027, base salaries to be increased by three percent (3%) July 1, 2028, base salaries to be increased by three percent (3%)

3. Cafeteria Plan
Effective the first full pay period commencing on or after:

September 1, 2025, $1,350 per month maximum.

January 1, 2026, $1,400 per month maximum.

January 1, 2027, $1,500 per month maximum.

January 1, 2028, $1,600 per month maximum.

Employees hired into this unit after January 1, 2026, may not opt out of city provided group medical coverage.

4. Deferred Compensation
Begin first full pay period after September 1, 2025, the City will match up to $50 per paycheck ($1,200 annual maximum)

5. Uniform
Begin first full pay period after September 1, 2025 (Pays in December), Property and Evidence Technician and Court Liaison will be added as eligible for Uniform Pay.

6. Longevity
Effective the first full pay period commencing on or after January 1, 2026, longevity will be paid as follows:
5 years - $1,500
10 years - $2,000
15 years - $2,500

7. Training Pay (PD only)
Effective the first full pay period commencing on or after January 1, 2026, Training Pay will be $200 per month. Training pay shall be paid only for the pay periods during which an employee is actually designated as the trainer.

FISCAL IMPACT
The total cost of the proposed MOU is projected at $1,618,002 for the increases in the salary and benefits for American Federation of State, County, and Municipal Employees (AFSCME Local 3915) employees over the threeyear term.

The projected annual cost of implementation is as follows:

Description Detail Year 1 Year 2 Year 3 Total
FY 2026 FY 2027 FY 2028
Net Change Salary
YoY Dollars $434,874 $392,002 $348,855 $1,175,731
Percent 6% 5% 4%
Net Change Benefits
YoY Dollars $149,593 $192,313 $100,364 $442,271
Percent 5% 6% 3%
Net Change YoY Dollars $584,468 $584,315 $449,219 $1,618,002 Percent 6% 5% 4% 14.9%
Overall Costs Year 1 $584,468 $584,468 $584,468
Year 2 $584,315 $584,315
Year 3 $449,219
Total $584,468 $1,168,783 $1,618,002 $3,371,252

ENVIRONMENTAL DETERMINATION
There are no CEQA impacts associated with the recommendations in this report.

Prepared By: Jaclyn Brown , Human Resources Analyst
Concurs With: Not Applicable
Reviewed By: Marie Ricci, Deputy City Manager
Certified to Availability of
Funds:

Kyle Johnson, Finance Director/City Treasurer
Approved By: Adam Raymond, City Manager
Legal Review: Danny Aleshire, City Attorney
CEQA Review: Not Applicable
Attachments
A. AFSCME MOU 2025-2028
B. AFSCME Salary Tables All Years.pdf
C_Resolution.pdf

MEMORANDUM OF UNDERSTANDING

BETWEEN

AMERICAN FEDERATION OF STATE, COUNTY, AND MUNICIPAL
EMPLOYEES, LOCAL 3915 (AFSCME)
AND

THE CITY OF GLENDORA
SEPTEMBER 1, 2025 – JUNE 30, 2028
Approved by the Glendora City Council
on , 20
Resolution CC 25-
i

TABLE OF CONTENTS FOR

AFSCME MOU

ARTICLE/SUBJECT PAGE
Contents
1 ARTICLE 1 - PURPOSE ................................................................................................. 1 ARTICLE 2 - RECOGNITION.......................................................................................... 1 ARTICLE 3 - TERM......................................................................................................... 1 ARTICLE 4 - CITY FACILITIES....................................................................................... 1 ARTICLE 5 - DUES DEDUCTION................................................................................... 2 ARTICLE 6 - WAGES...................................................................................................... 2 ARTICLE 7 - BILINGUAL PAY ........................................................................................ 2 ARTICLE 8 - COURT APPEARANCE............................................................................. 2 ARTICLE 9 – LONGEVITY PAY...................................................................................... 2 ARTICLE 10 - MECHANICS’ TOOL ALLOWANCE......................................................... 3 ARTICLE 11 – ON-CALL/CALL OUT/STANDBY/BEEPER SCHEDULE
COMPENSATION ........................................................................................................... 3 ARTICLE 12 - OVERTIME AND COMPENSATORY TIME ............................................. 5 ARTICLE 13 - PUBLIC WORKS CERTIFICATES........................................................... 6 ARTICLE 14 – SHIFT DIFFERENTIAL............................................................................ 7 ARTICLE 15 - TEMPORARY ASSIGNMENT COMPENSATION .................................... 7 ARTICLE 16 - TRAINING PAY........................................................................................ 7 ARTICLE 17 - UNIFORM ALLOWANCE......................................................................... 7 ARTICLE 19 - VEHICLE ALLOWANCE .......................................................................... 8 ARTICLE 20 - WATER CERTIFICATES ......................................................................... 8 ii
ARTICLE 21- WELDING CERTIFICATION PAY............................................................. 9 ARTICLE 22 – ALTERNATIVE WORK SCHEDULE ....................................................... 9 ARTICLE 23 - BENEFIT PLAN/HEALTH INSURANCE................................................... 9 ARTICLE 24 – DEFERRED COMPENSATION ............................................................ 12 ARTICLE 25 - EMPLOYEE ASSISTANCE PLAN.......................................................... 12 ARTICLE 26 - IRS SECTION 125 AND 129.................................................................. 12 ARTICLE 27 - LIFE INSURANCE ................................................................................. 13 ARTICLE 28 - MEDICARE DEDUCTION ...................................................................... 13 ARTICLE 29 - PERS RETIREMENT ............................................................................. 13 ARTICLE 30 - PERS CONTRACT AMENDMENTS ...................................................... 14 ARTICLE 31 - RETIREE MEDICAL INSURANCE CONTRIBUTION............................. 14 ARTICLE 32 - TUITION REIMBURSEMENT................................................................. 15 ARTICLE 33 - BEREAVEMENT LEAVE........................................................................ 16 ARTICLE 34 - DISABILITY INSURANCE/PAID FAMILY LEAVE .................................. 17 ARTICLE 35 – FMLA POLICY....................................................................................... 17 ARTICLE 36 - HOLIDAYS............................................................................................. 17 ARTICLE 37 - JURY DUTY........................................................................................... 17 ARTICLE 38 - PERSONAL EMERGENCY AND FAMILY ILLNESS LEAVE ................. 18 ARTICLE 39 - PREGNANCY LEAVE............................................................................ 18 ARTICLE 40 - SICK LEAVE ACCRUAL ........................................................................ 18 ARTICLE 41 - VACATION LEAVE ACCUMULATION ................................................... 18 ARTICLE 42 - VACATION LEAVE SCHEDULE............................................................ 18 ARTICLE 43 - MEAL RECEIPTS................................................................................... 19 ARTICLE 44 - MILEAGE REIMBURSEMENT............................................................... 19 ARTICLE 45 - TRAINING AND TRAVEL....................................................................... 20 ARTICLE 46 - BARGAINING UNIT LITERATURE ........................................................ 20 iii
ARTICLE 47 - CITY RIGHTS ........................................................................................ 21 ARTICLE 48 - DISCIPLINE AND GRIEVANCE............................................................. 21 ARTICLE 49 - EMPLOYEE RELEASE TIME................................................................. 22 ARTICLE 50 - JOB SHARING....................................................................................... 22 ARTICLE 51 - NO STRIKE............................................................................................ 23 ARTICLE 52 – PERSONNEL RULE 4.5(2) ................................................................... 23 ARTICLE 53 – PROMOTIONS...................................................................................... 24 ARTICLE 54 - REOPENER ON PERFORMANCE STANDARDS AND CONTRACTING OUT OF WORK............................................................................................................ 24 ARTICLE 55 - RESIDENCY REQUIREMENT............................................................... 24 ARTICLE 56 - SAVINGS CLAUSE................................................................................ 24 ARTICLE 57- TRAINEE APPOINTMENTS.................................................................... 24 ARTICLE 58 - WAIVER OF BARGAINING DURING THE TERM OF THIS AGREEMENT ...................................................................................................................................... 25 EXHIBIT A - AFSCME EMPLOYEES ............................................................................ 27 EXHIBIT B - THIRD PARTY ADVISORY PROCESS FOR DISCIPLINARY APPEALS. 29 EXHIBIT C – SALARY SCHEDULE .............................................................................. 33 1 MEMORANDUM OF UNDERSTANDING

BETWEEN

AMERICAN FEDERATION OF STATE, COUNTY, AND MUNICIPAL
EMPLOYEES, LOCAL 3915 (AFSCME)

AND THE CITY OF GLENDORA
September 1, 2025 – June 30, 2028
ARTICLE 1 - PURPOSE
Representatives of the American Federation of State, County, and Municipal Employees Local 3915 (AFSCME) and the City of Glendora have met and conferred in good faith relative to wages, hours and other terms and conditions of employment of the employees covered herein. It is the purpose of the Memorandum of Understanding to set forth the full and entire understanding of the parties reached as a result of good faith negotiation, which understanding the parties intend jointly to submit and recommend for approval and implementation to the Glendora City Council. It is agreed that this Memorandum of Understanding shall not be binding upon the parties unless and until said Glendora City Council acts, by majority vote, formally to approve said Memorandum of Understanding.

ARTICLE 2 - RECOGNITION
Pursuant to the provisions of the City's Employee Relations Resolution, the City of Glendora hereby recognizes the American Federation of State, County and Municipal Employees Local 3915 (AFSCME) as the certified bargaining representative for the members of the Bargaining Unit listed in Exhibit A.

ARTICLE 3 - TERM
The term of this Memorandum of Understanding (“MOU”) shall commence on September 1, 2025, which is deemed the “effective date” of the MOU and shall conclude on June 30, 2028, and shall supersede any other agreements in effect at that time. Unless otherwise provided herein, all of the provisions of this Memorandum of Understanding will remain in effect until amended.

ARTICLE 4 - CITY FACILITIES
The Bargaining Unit shall have use of City facilities for membership meetings and conferences upon reasonable advance notice to the appropriate City official, subject to applicable City regulations and availability. No Bargaining Unit meetings to interview and/or to endorse political candidates will be held within the Glendora City Hall building, including the City Council Chambers. Bargaining Unit 2 may book and use other City facilities subject to the required facility use and insurance rules, and City will waive any applicable rental fees.

ARTICLE 5 - DUES DEDUCTION
Upon written authorization by AFSCME, the City shall, on behalf of the Bargaining Unit, deduct monthly Bargaining Unit dues from the Members' salary.

AFSCME agrees to indemnify the City and to hold the City harmless against any and all claims, demands, suits or other forms of liability that may arise out of, or by reason of, any action taken by the City for the purposes of complying with the provisions of this article.

ARTICLE 6 - WAGES
A. Effective the first payroll period commencing on or after July 1, 2026, all full-time AFSCME members shall receive a 3% base salary increase.

B. Effective the first payroll period commencing on or after July 1, 2027, all full-time AFSCME members shall receive a 3% base salary increase.

C. Effective the first payroll period commencing on or after July 1, 2028, all full-time AFSCME members shall receive a 3% base salary increase.

ARTICLE 7 - BILINGUAL PAY
The City has the sole and exclusive right to determine which employees, and how many employees, are eligible to receive bilingual pay of $150.00 per month. Designated employees will be required to speak and/or write fluent Spanish or other languages as designated by the City based on community needs.

The City shall administer a competency test to certify fluency in the designated language. Such certification shall be a condition prior to qualifying for bilingual pay.

ARTICLE 8 - COURT APPEARANCE
(Minimum: 1-hour travel plus actual court time)
This Article applies to employees who are required during off duty time to make an appearance in court at the request or instruction of the City of Glendora.

It is the responsibility of each employee to inform their supervisor of the actual time involved to make such court appearances. It is not necessary for the off-duty employee to start from the police department and/ or other city facility or to return to a city facility immediately upon leaving court.

ARTICLE 9 – LONGEVITY PAY
A Longevity Pay benefit shall be paid effective the first full payroll period commencing on or after September 1, 2025, in addition to normal compensation, 3 when a full-time employee with a job classification that is part of the bargaining unit covered by this Agreement completes 5, 10, or 15 full years of continuous and uninterrupted employment with the City, part-time employment may be included as long as there was no separation from the City. Such benefit shall be subject to applicable payroll deductions. The Longevity Pay benefit will be implemented based on the following formula and paid on regular paydays:

Completed Years of
Continuous Service Amount Per Year Amount Per Pay Period 5 – 9 Years $1,500 $57.70
10 – 14 Years $2,000 $76.93
15+ Years $2,500 $96.16
ARTICLE 10 - MECHANICS’ TOOL ALLOWANCE
Public Works mechanics will receive $500.00 per year tool allowance on a reimbursement basis and upon approval of the Director of Public Works for appropriate tools.

ARTICLE 11 – ON-CALL/CALL OUT/STANDBY/BEEPER SCHEDULE

COMPENSATION
A. On-Call Compensation
On-Call pay is designed to compensate employees for being required to be available to return to duty with limited notice. There are two types of On-Call Pay:
1) On-Call Duty Pay and 2) Court On-Call Pay. Assignment and approval of OnCall assignments shall be at the discretion of the City based on business needs.

1. On-Call Duty Pay:

Eligible employees who are pre-assigned or scheduled to be available during non-working hours to respond to unscheduled calls shall be compensated at $30 per day for non-work hours on scheduled workdays and $60 per day for full non-workdays.

Employees assigned to On-Call Duty should have sufficient working knowledge, skills, and abilities to address any unscheduled work.

Employees in a training or initial probationary capacity are generally not eligible for On-Call Duty. On-Call Duty will generally be assigned for a consecutive 7-day period.

Employees shall not receive On-Call pay during hours they are scheduled to, and are, working, or during meal/break periods.

An Employee assigned to On-Call Duty who becomes ill or has an emergency preventing them from carrying out their On-Call Duty assignment shall be responsible for immediately notifying their supervisor or manager. Prior to returning to scheduled On-Call Duty, the employee 4 must first notify their supervisor or manager to determine whether they are needed or required to resume such duty.

2. Court On-Call Pay:

Employees who have been subpoenaed to appear in Court on a City of Glendora case, and who are not on duty, who are in an "on-call" status, shall receive two hours CTO for all time spent in Court on-call prior to 12:30 p.m., and two hours CTO for all time spent on call after 12:30 p.m.

Employees who are on paid working time during any portion of the morning or afternoon when they are called into Court shall not be eligible for Court on-call compensation.

B. Call-Out Compensation:

Call-Out pay is provided when an employee returns to work at the request of the City after the employee has been released from duty and left the worksite. An employee need not be assigned to On-Call Duty to be eligible to receive Call-Out Pay.

All call-out duty time, either scheduled or non-scheduled, will be compensated by time-and-one-half pay in accordance with the following schedule:

1. Preassigned or scheduled field responsibilities or assignments (e.g., checking telemetering and engines, checking barricades or excavations, etc.) on non-workdays will be compensated at a (2) twohour minimum at a pay rate of time-and-one-half, and all time in excess of (2) two-hour minimum will be compensated at time-andone-half for actual time worked.

2. Unscheduled call out duty will be compensated at a (2) two-hour minimum at a pay rate of time-and-one-half, and all time in excess of the (2) two-hour minimum will be compensated at time-and-one-half for actual hours worked.

3. Multiple call-outs will not be considered as separate call-outs if they occur within the same minimum compensated period.

4. Compensated Work Time exceeding minimums will be computed as half-hour intervals as follows:

Actual Time
Worked Reporting Time
1 - 30 Minutes 30 Minutes
31 - 60 Minutes 1 Hour
5 ARTICLE 12 - OVERTIME AND COMPENSATORY TIME
(Complies with FLSA and current City practices)
When it is in the best interest of the City, either the City Manager or the department head, or their designee may require an employee to be employed beyond the employee's regular hours of employment. Daily work period and weekly work period shall be determined by the department head. All overtime shall be computed in increments of one-quarter hour.

1. OVERTIME FOR HOURS WORKED IN EXCESS OF 40 HOURS
DURING THE WORK WEEK. When required by law, overtime
worked in excess of 40 hours per work week (excluding leave, holidays and compensatory time off), shall be compensated at one and one-half times the regular rate of pay. If not required by law,such overtime shall be compensated in accordance with Paragraph 2 following.

2. OVERTIME FOR HOURS WORKED NOT EXCEEDING 40 HOURS
DURING THE WORK WEEK. Overtime for hours worked and
earned in excess of 40 hours per work week (with paid leave, holidays and compensatory time off counted as hours earned), and overtime for hours worked in excess of the regularly scheduled daily work period, but not in excess of 40 hours during the work week, shall be compensated by comp time off or reimbursement as agreed to by the department head and the employee. Scheduled Paragraph 2 overtime shall be compensated as straight time. Non-scheduled Paragraph 2 overtime, which is overtime not scheduled more than 24 hours in advance, shall be compensated at one and one-half times the regular rate. All accrued compensatory time in excess of 85 hours shall be reimbursed at the current rate. Upon termination, employees shall be paid for accumulated compensatory time at the current rate.

Utilization of compensatory time off (CTO) shall be subject to the following terms and conditions:
a) All requests to use CTO must be made in writing by
completing a Request for Time Off form and submitting the form to the requestor’s supervisor.
b) The request for CTO shall be approved or denied by the supervisor as soon as possible after being submitted.
i. The request for CTO shall be approved on a first come, first served basis, provided the request does not result in a drop below the minimum staffing levels deemed
appropriate by the applicable supervisor.
ii. In order to allow the use of CTO, the City shall not be 6 required to pay another employee on an overtime basis in order to prevent a drop below minimum staffing
levels.
iii. If the CTO request is denied, the employee shall be given the option of scheduling an alternate date to use CTO within 60 calendar days of the date the request
was to be effective. If a date is not available within the 60-day period, the employee may choose, at his or her
option, to receive cash compensation for the hours
requested off.
iv. The City has established a 60-calendar-day rule as
being reasonable for granting an alternative day off or for providing cash compensation. This clause is included to comply with the FLSA and the case of Mortensen v.

County of Sacramento.
a. If the department is unable to schedule and
grant use of the requested CTO within one year,
cash payment shall be made in lieu of
compensating time.

3. Work performed on call-back shall be compensated in the same manner as overtime. Standby duty, which does not constitute time worked, shall be compensated in a manner prescribed in writing by the City Manager.

4. Work performed on a City-observed holiday, during the regularly scheduled daily work period(s), shall be additionally compensated with eight hours pay or eight hours of comp time within the pay period it occurs or within 60 days after the holiday, with approval of Division Supervisor.

5. Work performed on a City-observed holiday which is not a regularly scheduled daily work period, shall constitute overtime, which shall be paid at one and one-half times the regular rate of pay, in addition to holiday pay earned for that holiday.

ARTICLE 13 - PUBLIC WORKS CERTIFICATES
Unit members in the Public Works Department who obtain a Public Works Certificate issued by Citrus College (or an equivalent institution) shall receive a one-time payment of $80.00 for each certificate obtained (up to a maximum of two certificates). The City will not compensate employees for certificates which are, or become, minimum qualifications for the employee's job classifications. 7 ARTICLE 14 – SHIFT DIFFERENTIAL
Non-sworn members will receive an additional 5% of base pay when working the following shifts:
• 3:00 p.m. to 3:20 a.m. shift
• 5:10 p.m. to 5:30 a.m. shift.

ARTICLE 15 - TEMPORARY ASSIGNMENT COMPENSATION
A temporary increase shall be given to all employees in the AFSCME Bargaining Unit, who have been temporarily assigned to a higher-level position.

The temporarily-assigned employee will be compensated at Step 1 of the higherlevel position or receive a five percent (5%) increase, whichever is greater. The temporary placement is at the discretion of the department head and the pay increase shall be effective beginning the first full workday of each assignment; provided, however, that such temporary increase shall not be given in the case of vacation relief.

An employee who has been temporarily assigned to a higher-level position for six (6) months during any consecutive 12-month period shall be promoted to the higher-level classification where: a) there is no incumbent; b) where the assigned employee meets the minimum qualifications; and c) it is a budgeted vacant position. Vacancy assessment and any resulting reorganization may impact position qualifications but shall not be used for the purposes of avoiding promotion.

Should there be multiple employees qualifying for an acting assignment, it may be made on a rotating basis, but shall not be rotated for the purpose of avoiding compensation under this section.

ARTICLE 16 - TRAINING PAY
The City has the sole and exclusive right to determine which non-sworn police employees, and how many employees, are eligible to receive training pay of $200.00 per month. Training pay shall be paid only during those pay periods during which an employee is actually designated as the trainer.

ARTICLE 17 - UNIFORM ALLOWANCE
A. Community Preservation Officers, Sr. Community Service Officers, Community Service Officers, Court Liaison, Jailers, Police Service Representatives, and Police Records Specialists, Property and Evidence Technician (hereafter referred to as “Defined Uniformed Employees”):

1. Newly hired full-time Defined Uniformed Employees receive initial uniform issue as specified by the Police Chief in Police Departmental Orders.

2. An annual uniform allowance of $650.00 will be paid to full-time Defined Uniformed Employees.
8 3. Eligibility for annual uniform allowance begins 12 months after the original date of continuous employment in that classification, provided each employee purchases and maintains uniforms as directed by the Police Chief. The uniform allowance will be paid annually by the first pay period in December. The amount of the annual uniform allowance is subject to the employees' cost sharing provisions of PERS as specified in Article No. 16.

4. Subject to the review and approval of the Chief of Police or designee, City will replace or repair damaged uniforms (not including boots) for field personnel or others having contact with prisoners, damaged in the “line of duty”.

B. Parks and Public Works Field Personnel:

Parks and Public Works field personnel will receive nine sets of rental uniforms per month.

ARTICLE 18 - VOLUNTARY SAFETY SHOE POLICY
The City shall provide two-hundred and fifty dollars ($250) per fiscal year through the payroll process each July for full-time employees required to wear designated safety footwear pursuant to City Policy. Employees shall follow City safety policies/regulations and wear safety footwear to work and purchase such footwear at least annually. Employees, on an annual basis, pursuant to the City’s Personnel Policies, will self-certify that their footwear conforms to the City’s safety policy.

ARTICLE 19 - VEHICLE ALLOWANCE
A $200.00 monthly vehicle allowance is provided to Plans Examiners.

ARTICLE 20 - WATER CERTIFICATES
The City shall provide Water Certification Pay for eligible employees in the following classifications who obtain a California State Water Certificates beyond what is required by the employee’s classification:
• Water Utility Worker II
• Water Production Operator II
• Water Utility Leadworker
Eligible employees shall receive $80 monthly, paid in biweekly installments (over 26 pay periods per year), for certification above what is minimally required for the employee’s classification and shall be limited to a maximum of two (2) certificates (maximum of $160 monthly). The City will not compensate employees for water certificates which are, or become, minimum qualifications for the employee’s job classification.
9 ARTICLE 21- WELDING CERTIFICATION PAY
The City shall provide Welding Certification Pay in the amount of $200 monthly, paid in biweekly installments (over 26 pay periods per year), for eligible employees in the following designated classifications:
• Maintenance Worker
• Maintenance Leadworker
• Mechanic
• Water Utility Worker I/II
• Water Utility Leadworker
The number of employees required to perform welding tasks during the normal course and scope of their duties, and therefore eligible to receive this certification pay, is at the discretion of the City. The number of employees selected shall not be subject to appeal or the grievance procedure.

ARTICLE 22 – ALTERNATIVE WORK SCHEDULE
Alternative work schedules may be provided to AFSCME employees. The City’s intent regarding the alternative work schedules is to consider employee requests for such schedules whenever operationally feasible and to permit employees currently on such alternative work schedules to remain on their approved work schedule. Operational needs of the department will affect scheduling decisions, and may necessitate the end of such schedules.

Available alternative work schedules may include the 9/80, 4/10, 3/12, variants; along with the traditional 5/8 schedule. Employees on alternative schedules will accrue paid time off based on the number of hours they work per workweek, in the same manner as do employees working a 5/8 schedule.

Approved time off taken will be charged based on the schedule worked (e.g. 10 hours of vacation charged for each vacation day on a 4/10 schedule).

Approval of any alternative schedules will be determined by the department head with the approval of the City Manager. Such requests shall not be unreasonably denied. Every effort shall be made to honor alternative work schedules for those employees currently on them. Any movement of employees to and from AWS shall be done in accordance with applicable Personnel Rules, Administrative Policies and or Procedures.

ARTICLE 23 - BENEFIT PLAN/HEALTH INSURANCE
A. Health, Dental & Vision Insurance:
(1) Medical Insurance
(a) Plans Offered: The City will maintain its contract with PERS to provide coverage under the Public Employees' Medical and Hospital 10 Care Act. Annuitants may participate at their cost subject to PERS regulations.
(b) Circumstances Under Which an Employee May Opt Out of City Coverage:
• Employees hired into the unit before January 1, 2026, are required to carry one of the City's designated medical plans unless they opt out. An employee may opt out of the City's designated medical plans during the annual open enrollment period by signing a written waiver each year. If the
employee provides a written waiver and documentation
confirming that they are enrolled in an alternative group health plan that satisfies the Patient Protection and
Affordable Care Act’s (ACA) group health plan mandates, that employee will also be entitled to the flexible benefit described below in Section B. Any employee who opts out of the City’s offered health insurance may use the flexible benefit amount as described in Section B below as long as they have opted out and provided proof of enrollment in an alternative group health plan.
• Employees hired into the unit after January 1, 2026 are required to enroll in on of the City’s designated medical plans and do not have the option to opt out.
(2) Dental Insurance: It is mandatory for employees to enroll in the City's designated dental plan and pay the premium unless, during the annual open enrollment period, the employee provides a written waiver and documentation confirming that they are enrolled in an alternative dental health plan. Dependent coverage is optional and at the employee’s cost.
(3) Vision Insurance: It is mandatory for employees to enroll in the City's designated vision plan. The City will pay the employee's portion of the Vision Plan cost. Dependent coverage is optional and at the employee’s cost.

B. Flexible Benefits:
• Effective the first full payroll period commencing on or after September 1, 2025, AFSCME members will be allotted a flexible benefit of one thousand three hundred and fifty dollars ($1,350) per month.
• Effective the first full payroll period commencing on or after January 1, 2026, AFSCME members will be allotted a flexible benefit of one thousand four hundred dollars ($1,400) per month.
• Effective the first full payroll period commencing on or after January 1, 2027, AFSCME members will be allotted a flexible benefit of one thousand five hundred dollars ($1,500) per month.
11 • Effective the first full payroll period commencing on or after January 1, 2028, AFSCME members will be allotted a flexible benefit of one thousand six hundred dollars ($1,600) per month.
(1) Flexible Benefit for Employees hired before January 1, 2017:

Employees hired before January 1, 2017, allotted flexible benefit amount may be allocated as described in Section B(3) below.
a. no more than $850 per month may be convertible to cash as set forth in Section B(3), subsection (e) below.
(2) Flexible Benefit for Employees hired on or after January 1, 2017:

AFSCME employees hired on or after January 1, 2017, allotted flexible benefit amount may be allocated as described in Section B(3) below, subject to the following provisions:
(a) no more than $425 per month may be allocated to deferred compensation as set forth in Section B(3), subsection (d) below; and
(b) none of the flexible benefit amount is convertible to cash as set forth in Section B(3), subsection (e) below.
(3) Allocation of Flexible Benefit Amounts: The employee will designate how the flexible benefit amount will be allocated for medical insurance, dental insurance, dependent vision coverage, cash (which is taxable), deferred compensation (Medicare taxable) or additional life insurance, subject to the following provisions:
(a) Employees may direct flexible benefit amounts to City designated medical plans. To the extent any premium
exceeds the flexible benefit amount, the employee will pay the additional cost.
(b) Employees may use flexible benefit amounts to purchase coverage for City dental and/or vision plans. If the premium exceeds the flexible benefit amount, the employee will pay the additional cost.
(c) Employees may use flexible benefit amounts toward the purchase of additional life insurance to a maximum of
$500,000 or 5 times annual salary, whichever is less, subject to the terms and conditions of the insurance policy.
(d) Employees may use flexible benefit amounts to participate, up to the maximum amount allowed by law, in a City provided deferred compensation plan. (Participation is not limited to flexible benefit funds.)
(e) Employees hired on before January 1, 2017 may receive cash 12 payment of the flexible benefit amount as set forth in Section B, subsections (1) and (2) above, or any portion thereof, as long as the employee has enrolled in a City health plan or has presented proof of enrollment in alternative group health coverage, unless otherwise required by PERS or the I.R.S.

Any flexible benefit amount taken as cash is subject to state and federal taxable deductions. The flexible benefit amount may not be used to reimburse an employee for any premium expenses an employee may incur for an individual health insurance policy, including a policy purchased through
Covered California.

C. Reopener:

Either party may reopen negotiations at any time during the term of the MOU to address the impact of the Affordable Care Act (ACA) or any other change in state or federal law.

D. Medical Task Force:

The City and Union agree to establish a Medical Task Force to explore other medical benefit options outside of CalPERS Health.

ARTICLE 24 – DEFERRED COMPENSATION
Beginning the first full par period commencing on or after September 1, 2025, the City will match up to fifty dollars ($50.00) per pay period toward unit members’ City offered deferred compensation plan. $1,200 annual maximum.

ARTICLE 25 - EMPLOYEE ASSISTANCE PLAN
City will maintain the current Employee Assistance Plan and supervisor training. Selection of the provider and administration of the plan will continue to be at discretion of City.

ARTICLE 26 - IRS SECTION 125 AND 129
City will maintain the IRS Section 125 and Section 129 plans to allow employees within this group the option to set aside pretax salary for excess premium costs for health, dental and vision insurance and other eligible costs, with the understanding that if a third-party administrator is retained, any service or administration fees will be employee costs and with the added condition that the Finance Department can accommodate implementation without additional administrative burden. The City retains the right to select and change the thirdparty administrator as necessary. 13 ARTICLE 27 - LIFE INSURANCE
The City of Glendora shall maintain, for the benefit of full-time employees within the Association, term life and accidental death insurance policy in the amount of $50,000 (premiums paid by the City). Employees may purchase additional term insurance to a maximum of $500,000 or five times annual salary, whichever is less, subject to the terms and conditions of the insurance policy.

ARTICLE 28 - MEDICARE DEDUCTION
Employees hired by the City of Glendora on after April 1, 1986, must participate in Medicare with the appropriate amount deducted from wages.

ARTICLE 29 - PERS RETIREMENT
A. Classic Employees (As defined by the PUBLIC EMPLOYEES’ PENSION REFORM ACT OF 2013 and SUBSEQUENT AMENDMENTS TO THE
ACT)
The City shall maintain its contract with PERS for retirement benefits to be calculated on the 2.5% at 55 formula for current unit members. The employee portion of PERS is presently 8%, of which the employee pays 100% as it may from time to time exist, and the City will pay 0%.

As soon as practical following City Council approval of the 2011-2013 MOU, the City amended its PERS contract to provide for the 2% at 60 benefit formula with final three years compensation, which shall apply to all “Classic” miscellaneous employees hired on and after the effective date of said contract amendment.

B. New Members (As defined by the PUBLIC EMPLOYEES’ PENSION REFORM ACT OF 2013 and SUBSEQUENT AMENDMENTS TO THE
ACT)
The California Public Employees’ Pension Reform Act (PEPRA,) as it may from time to time exist, shall in its entirety be given full force and effect during and after the term of the 2013-2015 MOU. Any provision in this MOU which contradicts any provision of PEPRA shall be deemed null and void, with the contrary PEPRA provision(s) being given full force and effect.

Therefore, no provision of PEPRA shall be deemed to impair any provision of this MOU, the 2013-2015 MOU or any MOU, Agreement, Rule or Regulation predating the 2013-2015 MOU.

Unit members hired on and after January 1, 2013, deemed to be a "new member" as defined in Government Code § 7522.04, shall individually pay an initial Member CALPERS contribution rate of 50% of the normal cost rate for the Defined Benefit Plan in which said "new member" is enrolled, rounded to the nearest quarter of 1%, or the current contribution rate of similarly situated employees, whichever is greater. (Government Code § 14 7522.30)
Unit members who are "new members" (miscellaneous employees) on and after January 1, 2013, shall be enrolled in the PEPRA-provided for 2% @ 62 retirement formula (Government Code § 7522.20).

Unit members who are "new members" on and after January 1, 2013, shall have "final compensation" measured by the highest average annual pensionable compensation earned by the member during a period of at least 36 consecutive months (Government Code § 7522.32.) ARTICLE 30 - PERS CONTRACT AMENDMENTS
Any provision of Article 17 that is contrary to any provision of the Public Employees’ Pension Reform Act of 2013, as the Act from time to time exists, shall be deemed invalid as to “new members” as defined by the PEPRA.

A. City agrees to maintain contract with PERS to include Section 21024, “Military Service Credit as Public Service”.

B. City to maintain contract with PERS to retain "single-highest year retirement compensation" formula (Retirement Law Section 20042) for unit employees hired prior to the provisions of paragraph two of Article 16 above. (This provision does not apply to “new members” as defined by the PEPRA.) C. City to maintain contract with PERS to provide unused sick leave credit (Section 20965). This retirement formula modification was made in 1986 in consideration for dropping prior sick leave bonus paid upon retirement.

D. 1959 Survivors Benefit Revision: The City will maintain its contract with PERS for the 1959 Survivors Benefits Program "increased" level (Level 2) at no additional cost to the employee. (The current standard level monthly employee cost is $2.00 and will remain an employee cost.) E. Section 21551 (formerly Section 21237), as of January 1, 2000, automatically covers a spouse of a deceased local member who has remarried. If, at some future time, the City amends its contract with PERS to include Sections 21624, 21626 and 21628 (Post-Retirement Survivor Allowance), the City will include Section 21635 (formerly Section 21266) allowing a surviving spouse to continue to receive benefits after remarriage.

ARTICLE 31 - RETIREE MEDICAL INSURANCE CONTRIBUTION
The City pays the current minimum employer contribution for retiree medical insurance as required by the Public Employees' Medical and Hospital Care Act (PEMHCA). Effective January 1, 2017, the City will increase the employer contribution to pay a total of $200 per month towards the cost of any City designated PERS retiree medical plan.
15 In recognition of increased medical Insurance costs for retirees, in addition to the employer contribution described above, a supplemental reimbursement payment will be paid to members who retire directly from their employment with the City of Glendora by taking a regular service retirement, and drawing a retirement allowance, provided the member has a minimum of 20 years of service as a Glendora City employee, and at the time of retirement, has a minimum balance of 1,000 hours of accumulated sick leave. If a retiree ceases drawing a retirement allowance (by reinstatement to the PERS system), this payment shall cease forever and will not be reestablished upon a future retirement. This benefit shall also cease upon the death of the retiree and the retiree's survivors shall receive no further benefit under this provision.

Any member retiring after July 1, 2000, shall be eligible for a supplemental medical insurance reimbursement payment of $100.00 per month, paid quarterly, to age 65. Payment will only be made upon submittal of evidence satisfactory to the City of medical insurance coverage and costs actually incurred by the retiree during the period claimed for reimbursement. The quarterly payments shall be subject to withholding tax and other deductions required by law.

If at any time the retiree changes from a normal service retirement to disability retirement, all supplemental payments shall cease and previously paid amounts shall be returned to the City within a specified time. At the time of retirement, the employee must sign a written agreement containing these terms and conditions prior to the commencement of supplemental payments.

ARTICLE 32 - TUITION REIMBURSEMENT
All employees, except first time probationary employees, shall be eligible for the tuition reimbursement program, subject to the availability of budgeted funds, and must be for courses of study or training taken at an accredited California college or university, and directly related to the job or in preparation for future promotions within the City, subject to the limitations and provisions as described below:

All course work must be personally attended by the employee at an accredited California college or university, or a non-profit California institution of higher learning. With the advance approval of the Department Head and the City Manager, on-line courses of instruction offered by a California community college or a California State College or University may be substituted in lieu of personal attendance in a classroom.

Each eligible employee shall obtain approval from their department head and the Human Resources Director for the requested course of study a minimum of two weeks prior to enrollment. Advance approval must be obtained for place of education, course of study, time of completion and a total estimated cost to the City for the course or courses anticipated. Re-approval must be obtained for each change in course or place of education. Maximum costs for tuition and required class materials and books taken each year under this program shall be reimbursed for actual out-of-pocket costs incurred, based on the current cost of one academic 16 year’s undergraduate tuition (or portion thereof), at Cal Poly Pomona California Resident rate. (Refer to annual State University Fee Schedule adopted by the Board of Trustees). The maximum reimbursement for required class materials and books shall not exceed $200.00 per semester. The City, for the purposes of maximum reimbursement to employees, will view the academic year as September through August and will reimburse tuition at an amount not to exceed the cost of an academic year for 6.1 or more undergraduate units taken at Cal Poly Pomona, as shown on the State University Fee Schedule.

Tuition reimbursement eligibility shall apply only to expenditures at State of California accredited community colleges and universities, or at State of California accredited private not for profit institutions. On-line or other home-study courses and institutions shall not be eligible for reimbursement unless they are offered by accredited California colleges and universities.

Once the reimbursement request is approved, the employee shall be reimbursed by the City, upon successful course completion and upon submittal of verified receipts of pre-payment by the employee of all costs related to the program. Costs that may be considered for reimbursement include tuition, books and other educational material as may be reasonably required with the proviso that any monies received from the subsequent sale of textbooks or materials previously paid for by the City, shall be returned to the City, or the employee shall provide proof by written declaration that the books and materials will be retained by the employee.

In order to receive reimbursement from the City for the course of study, the employee must complete the course with a minimum “C” (or passing “credit” for classes without letter grades) for each class taken that is subject to reimbursement consideration.

If the employee voluntarily terminates employment with the City within one year after completion of their reimbursed course of study, the employee shall be required to repay to the City all sums reimbursed to them expended for the educational program during the one year prior to their voluntary termination. The terminating employee will receive credit on the basis of one-twelfth (1/12) of the reimbursed cost each month that they worked for the City after completion of the course.

ARTICLE 33 - BEREAVEMENT LEAVE
If there is a death in the immediate family, including grandparents, greatgrandparents, grandparents-in-law and great-grandparents-in-law, as defined under Section 10.8 of the Personnel Rules, a full-time employee (including Probationary employees) shall be allowed to use up to 5 days (i.e., 40 hours) of bereavement leave. In the event that the deceased family member's place of residence or the interment service is more than a 500-mile radius from Glendora, two additional bereavement leave days (i.e., 16 hours), will be allowed. 17 ARTICLE 34 - DISABILITY INSURANCE/PAID FAMILY LEAVE
Effective January 1, 2021, the City will maintain a disability benefit employer plan, which shall include a short-term and a long-term disability insurance benefit and the City shall pay the premium for the employee. Integration of leave balances (e.g., sick, vacation, etc.), either partially or fully, is allowed.

ARTICLE 35 – FMLA POLICY
The City shall provide family and medical care leave for eligible employees as required by state and federal law.

ARTICLE 36 - HOLIDAYS
The following twelve (12) holidays shall be equivalent to a regularly scheduled work shift:

New Year’s Eve Day Labor Day
New Year's Day Veterans’ Day
Martin Luther King, Jr. Day Thanksgiving Day
Presidents' Day Friday following Thanksgiving Day
Memorial Day Christmas Eve Day
Independence Day Christmas Day
Two (2) floating holidays will be included in the annual holiday schedule, subject to supervisory approval of scheduling. Floating holidays must be used by the last pay period with a June pay date of each City fiscal year. Floating holidays that are unused by the final June pay date will be paid out to the employee.

Holidays which fall on a Saturday will be observed on the preceding Friday.

Holidays that fall on a Sunday will be observed on the following Monday.

Employees required to work on a holiday (either the actual day or the day on which a holiday is observed) shall receive, in addition to regular compensation, one floating holiday for each holiday worked, which shall be taken by the end of the current fiscal year. Any such additional floating holidays which are not taken by the end of the fiscal year will be paid out to the employee.

Employees normally scheduled to work on a City-paid holiday, but who are on approved paid time off on the holiday, shall receive holiday pay in lieu of using their accrued paid time off.

ARTICLE 37 - JURY DUTY
Full-time employees who are called to jury service during their regularly scheduled work period shall be encouraged to perform this civic responsibility and shall be excused from work and shall receive regular compensation during, and up to a maximum of ten calendar jury service days (whole or partial day = one day), pursuant to Section 10.7 of the City Personnel Rules.
18 In the event an employee is impaneled on a jury case prior to the completion of ten days service, regular compensation will be paid for the duration of that case not to exceed an additional ten days.

ARTICLE 38 - PERSONAL EMERGENCY AND FAMILY ILLNESS LEAVE Part A: Full-time employees may, upon their request and with department head pre-approval, use up to four (4) days (i.e., 32 hours) of sick leave as “Personal Emergency Leave” per 12-month period commencing the first pay period with a January pay date. Personal emergency leave may include such situations as lawyers and doctors’ appointments, driver license renewal, home repair appointments, domestic situations not involving family illnesses, and business appointments which normally cannot be done at other non-work times. It shall not be used to extend vacation time.

Part B: (Family Illness Leave). Subject to the provisions of this MOU, the City Personnel Rules, and Section 233 of the California Labor Code, employees may use up to one-half (currently 48 hours) of their annually accrued paid sick time every year to attend to the illness of a family member as defined under applicable law.

ARTICLE 39 - PREGNANCY LEAVE
City shall provide employee pregnancy leaves for eligible employees as required by state and federal law.

ARTICLE 40 - SICK LEAVE ACCRUAL
Sick leave for full-time employees is accumulated on a biweekly basis at the rate of 3.69 hours per pay period on an unlimited basis. All other employees accrue paid sick time in accordance with City policy and applicable law.

ARTICLE 41 - VACATION LEAVE ACCUMULATION
Employees will stop accruing vacation leave if they have more than 160 working hours of vacation leave accumulated at the first pay period that ends in January. Only under abnormal or special situations may more than this amount be carried over and then only with the consent of the Department Head and City Manager. An example of an “abnormal or special situation” would be if the employee sought, and received prior approval, for extended vacation leave for an unusually long pre-planned vacation in Europe or where, due to the work demands of his/her department the employee was not allowed to take requested vacation time during that year.

ARTICLE 42 - VACATION LEAVE SCHEDULE
A. All eligible full-time employees with a job classification within the bargaining unit covered by this Agreement shall accrue vacation in accordance with the schedule below, which shows the number of hours of vacation accrual 19 possible relative to completed years of service. “Initial hire” is the most recent date of hire into a full-time position with the City of Glendora.

Vacation Leave Schedule
Days of
VacationPer
Year
Accrual Rate
Per Pay
Period
Initial Hire through completion of 5 years 13 4.00
After 5 years (Start of Year 6) 14 4.31
After 6 years (Start of Year 7) 15 4.62
After 7 years (Start of Year 8) 16 4.92
After 8 years {Start of Year 9) 17 5.23
After 9 years (Start of Year 10) 18 5.54
After 10 years {Start of Year 11 and through End of Year 12) 19 5.85 After 12 years (Start of Year 13 and through End of Year 15) 20 6.15 After 15 years (Start of Year 16 and Beyond) 21 6.46
B. Department supervisors will endeavor to review and process all AFSCME Employees’ vacation leave requests in a timely fashion so as to serve the needs of the department and the interests of the employee.

ARTICLE 43 - MEAL RECEIPTS
Business-related travel expenses and meal reimbursement shall be in the amount allowed by and subject to the conditions of City of Glendora Administrative Policy No. 3.08 as adopted December 1, 1998, or as later amended. No meal receipts shall be required from the employee requesting reimbursement, unless receipts are required by a third-party funding agency or unless the expense exceeds the Per Diem amount allowed by City policy. If meal reimbursement is deemed taxable income, the employee shall pay the tax, if any.

Commuter lunch for training purposes shall be that amount which is reimbursed by POST (currently $8.00). For POST or other authorized related offsite training, which requires an overnight stay, per diem meal reimbursement shall not exceed $45.00 per day calculated in the amounts of $9.00 breakfast, $11.00 lunch and $25.00 dinner. No meal receipts are required for per diem meals. Any meals provided by the hotel or training conference, not including continental breakfast, which are included in the registration or hotel fee, will be deducted from the per diem. If meal reimbursement is deemed taxable income, the employee shall pay the tax, if any.

ARTICLE 44 - MILEAGE REIMBURSEMENT
Vehicle mileage reimbursement shall be made at the same rate as approved by the IRS effective January 1 each year for the authorized use of a personal vehicle on City business. This does not apply to employees designated and receiving a fixed monthly vehicle allowance from the City or who are provided 20 with a City-owned vehicle for business purposes.

ARTICLE 45 - TRAINING AND TRAVEL
AFSCME employees assigned to training will attend, and travel to the training, on-duty whenever possible by administratively adjusting their regular work shift(s) accordingly and with manager approval. AFSCME employees will not be required to use their accrued paid time off to attend, or travel to, training assigned by the department.

AFSCME employees assigned to training off-duty will receive hour for hour overtime for time actually spent in training. AFSCME employees will receive onehour minimum travel time and hour for hour thereafter for additional time spent traveling to and from training, if the AFSCME employee's work hours cannot be adjusted to cover travel to and from training.

AFSCME employees who request to participate in non-assigned training are subject to the discretionary approval of the Chief of Police or their Department Head for compensation.

Employees receiving a fixed monthly vehicle allowance, or who use their personal vehicle on City business and receive mileage reimbursement, shall obtain and maintain personal vehicle insurance as required by California law and said employee’s insurance shall be “primary”. Once annually, these employees shall provide their department head with evidence (such as an insurance identification card), that their personal vehicle is insured to at least the minimum level required by state law. Employees by doing so do not waive any sections of the State Government, Insurance or Vehicle Codes that may relate to driving while employed.

ARTICLE 46 - BARGAINING UNIT LITERATURE
Pursuant to Assembly Bill (“AB”) No. 119, signed by the Governor on June 27, 2017, the parties hereto agree to the terms and conditions set below:

1. AFSCME will be allowed up to twenty (20) minutes with each new employee orientation session to talk to new Unit members and to explain the rights and benefits under the M.O.U. AFSCME will be given notice of a new employee onboarding session at least ten (10) days prior to the session.

2. “New employee orientation” shall mean and be understood by the parties as the onboarding process of a newly hired, promoted, demoted, or transferred Glendora City employee, whether in person, online, or through other means or media, in which newly hired Glendora City employees are advised of their employment status, rights, benefits, duties and responsibilities, or any other employment-related matters. “Newly hired employees” includes employees being hired to a permanent, temporary, full-time, part-time, promoted, demoted, transferred or seasonal position. 21 3. Within the earlier of 30 days after the date of hire or by the first pay period of the month following the hire of each newly hired Glendora City employee, the City will provide AFSCME with an electronic copy of the name, home address, personal email address, employee number, classification title, pay rate, work location, work phone number, hire date, birthdate, ethnicity, gender, and personal cell phone number of all new employees within 30 days of hire, and the City will provide AFSCME with an electronic copy of the same information above for all employees at least every 120 days.

4. AB 119 Employee Disclosure form will be agreed upon by both parties.

ARTICLE 47 - CITY RIGHTS
It is understood that all rights, powers and authority possessed by the City prior to the execution of the Agreement are retained by the City and remain exclusively and without limitation within the rights of the City. Such rights include, but are not limited to, determinations as to appropriate levels of service; consideration of the merits, necessity or organization of any service; determining the missions of its constituent departments; setting standards of service; determining staffing requirements; assigning and approving overtime; determining the procedures and standard of selection for employment and promotion; directing its employees; contracting for any work or operation; determining the number and location of work stations; determining employee performance standards including but not limited to, quality and quantity standards; determining the methods, means and personnel by which government operations are to be conducted; determining the content of job classifications; taking disciplinary action up to and including discharge for cause; relieving employees from duty because of lack of work or other economic reasons; taking all necessary actions to carry out its missions in emergencies, including the determination of whether or not an emergency exists; exercising control and discretion over its organization and the technology of performing its work, and establishing reasonable work and safety rules and regulations in order to maintain the efficiency and economy desirable in the performance of City services.

ARTICLE 48 - DISCIPLINE AND GRIEVANCE
A. Minor Discipline: Employees from this bargaining group subjected to “minor discipline” of suspension of 2 days or less, a performance evaluation, or written reprimand, may meet one-on-one with their Department Head to discuss the matter. The affected employee shall be allowed to exercise an employee’s option to secure representation for the meeting process. The Department Head’s decision shall be final, whether verbal or written.

B. Group/Bargaining Unit Grievance: A group grievance may be filed when one (1) set of circumstances or occurrences affects more than one (1) employee in the same manner or to the same extent. The group may file one (1) document which all members of the group have read and signed.

Members of the group shall be limited to those who have signed the 22 grievance. The resolution of a group grievance may not be consistent among all employees in the group grievance due to differences in the circumstances or occurrences that brought about the grievance.

A group grievance affecting all members of an employee organization may be brought by the employee organization itself. In such case the procedure shall be commenced directly within fifteen (15) working days after authorized representatives of the employee organization knew or by reasonable diligence should have known of the condition giving rise to the grievance and shall be subject to all applicable time limitations and the provisions set forth in Rule 11 of the Personnel Rules.

C. Section 11.1 of the City Personnel Rules shall be amended to read as follows: Matters subject to grievance procedures. Any alleged violations(s) of the Personnel Rules or adopted MOU, except matters subject to Rule

9.0, shall be considered to be a matter subject to review through the grievance procedure.

D. Section 9.7.7 and Section 9.7.8 of the City Personnel Rules dealing with disciplinary appeal hearing procedures, shall be inapplicable to this bargaining unit and replaced by the procedures contained in attached Exhibit B.

E. Section 11.4 of the City Personnel Rules dealing with grievance appeal procedures, shall be inapplicable to this bargaining unit. The Advisory Arbitration process set forth in the Amendments to Rule 9 contained in attached Exhibit B, shall be utilized if the employee does not agree with the decision reached by the Department Head. It is expressly agreed and understood that the burden of proof, and the burden of going forward with the evidence, rests with the grievant(s) rather than the City.

ARTICLE 49 - EMPLOYEE RELEASE TIME
For meet and confer issues with management, City agrees to grant paid employee release time for up to five regular committee members and one alternate to attend scheduled bargaining or negotiating sessions. This paid time includes one half-hour release time at the beginning and at the end of each session for preparation. The alternate member shall only be released to attend a bargaining session when a “regular” member has indicated they are unable to attend. No employee shall receive overtime compensation for time spent in the meet and confer process. No more than two employees from the same division may serve on a committee.

ARTICLE 50 - JOB SHARING
Two employees, with the advance approval of the Department Head and the City Manager, may share one full-time position on a fifty-fifty basis. The salary and all benefits of such approved job-sharing arrangements shall be allocated on a fifty-fifty basis between the two employees. The City shall not incur any additional costs in salary and/or benefits as a consequence of the job sharing 23 arrangements and the sharing of benefits is subject to any policies or rules of the benefit provider.

The determination of the schedule worked (both days and hours) shall be approved by the Department Head. Once the schedule is agreed upon, the employees may not modify the schedule without the approval of the Department Head.

Prior to commencement of the job sharing arrangement, both employees shall enter into a written agreement with the Department Head setting forth the specifics of salary, benefits, work hours and other related benefits.

The job sharing arrangement may be revoked at any time by the Department Head in the event the Department Head determines the job sharing arrangement is not in the best interests of the City. The decision to revoke, as well as the decision to deny, a job sharing arrangement is not subject to the grievance procedure or any other appeal procedure.

ARTICLE 51 - NO STRIKE
B. It is agreed and understood that there will be no concerted strike, sympathy strike, work stoppage, slow-down, obstructive picketing, or concerted refusal or failure to fully and faithfully perform job functions and responsibilities, or other concerted interference with the operations of the City by the Bargaining Unit or by its officers, agents, or members during the term of this Agreement. Compliance with the request of other labor organizations to engage in such activities is included in the prohibition.

C. The Bargaining Unit recognizes the duty and obligation of its representatives to comply with the provisions of the Agreement and to make every effort toward inducing its members not to strike or participate in a sympathy strike, work stoppage, slow-down, or obstructive picketing. The Association agrees in good faith to actively take affirmative action to cause those employees to cease such action.

D. It is agreed and understood that any employee concertedly violating this article may be subject to disciplinary action up to and including discharge.

E. The expiration or violation of this Agreement shall not prejudice the City's right to assert the illegality of any such activities mentioned above if engaged in by the Bargaining Unit or employees.

ARTICLE 52 – PERSONNEL RULE 4.5(2)
A unit member shall be eligible for salary step 2 (i.e., B) upon completion of twelve (12) months of employment and for continued satisfactory and efficient service and continued improvement in the effective performance of the duties of the position. All remaining personnel rule conditions precedent to advancement to salary step 2 (i.e., B) shall remain unchanged.
24 ARTICLE 53 – PROMOTIONS
For position vacancies within the bargaining unit, the City shall consider all qualified employee applicants. Initial screening of internal candidates will be for minimum qualifications only; external candidates may be screened for additional highly desired criteria. Overall, the City will select the applicant who, in the City’s judgement and discretion, is best qualified by virtue of skills, abilities, experience and other qualifications as defined in the job descriptions and/or outlined in the City’s posting for the vacancy. The City reserves the right to hire the most qualified candidate for any position, whether an internal or external candidate.

ARTICLE 54 - REOPENER ON PERFORMANCE STANDARDS AND

CONTRACTING OUT OF WORK
During the term of this Agreement, the City of Glendora has and retains the exclusive right to set performance standards for all positions in the bargaining unit.

The City also has and retains the exclusive right to contract out work currently performed by positions in the bargaining unit. Any such decision shall be preceded by a 60-day notice given to the bargaining unit which shall then be given an opportunity to meet and confer with the City on the implementation and impact of such a decision. City will consider displaced employees for existing vacancies provided employee is qualified and meets the competitive standard for the position.

The exercise of this reopener provision shall not be subject to any internal grievance or appeal process, PERB proceeding, and/or court action, and the obligation to meet and confer does not require the parties to utilize mediation or fact finding as part of the impasse process.

ARTICLE 55 - RESIDENCY REQUIREMENT
In order to provide an adequate response in the event of a natural disaster, major civil disobedience, or other City needs, any employee hired by the City to fill an employment position on or after July 1, 1997, must have and maintain a permanent primary (i.e. 51% or more of the time) residence within sixty-five (65) miles or less of the Glendora City Hall.

ARTICLE 56 - SAVINGS CLAUSE
If any part or provision of the Memorandum of Understanding is held to be invalid or unenforceable by any tribunal of competent jurisdiction, such determination shall not affect the validity of the remainder of this Memorandum of Understanding.

ARTICLE 57- TRAINEE APPOINTMENTS
A trainee appointment is an underfill appointment to a regular position made from an appropriate eligible list for a lower classification (one with a lower 25 maximum rate of pay) and is for the prescribed period as provided for in the City class specification. An employee appointed to a trainee classification must qualify for the higher classification or be terminated; promotional requirements are outlined in the City class specification.

During the period of trainee appointment, the trainee shall be in an at-will status and an incumbent cannot attain permanent status in any designated trainee classification. Appointments to each higher classification within the series are subject to probationary period requirements as provided for in the Personnel Rules.

A promotion from the trainee classification to the first regular classification in the series in which the employee can attain regular status (e.g., following successful completion of the probationary period), shall be considered the initial appointment to the City, and follow probationary period requirements for initial appointments.

The City shall follow the Personnel Rules concerning any City employees who have attained regular status in another classification prior to appointment to a trainee classification, and who are not successful during the training period or a subsequent promotional probationary period within the series.

ARTICLE 58 - WAIVER OF BARGAINING DURING THE TERM OF THIS

AGREEMENT
Except as provided herein, during the term of this Memorandum of Understanding, the parties mutually agree that they will not seek to negotiate or bargain with regard to wages, hours and terms and conditions of employment specifically provided for in the Memorandum of Understanding. 26 Adam Raymond
The parties hereto have caused this Memorandum of Understanding to be executed this ___day of 2025.

CITY OF GLENDORA
Dated:______________________ By:

City Manager
Dated: By: ___________________________
Marie Ricci
Deputy City Manager
American Federation State County
Municipal Employees, Local 3915
Dated: __________________ By:

Luis Schmidt
Business Representative
AFSCME District Council 36
27 EXHIBIT A - AFSCME EMPLOYEES

ACCOUNTANT

ACCOUNTING TECHNICIAN

ASSISTANT PLANNER

ASSOCIATE PLANNER

BUILDING/CONSTRUCTION INSPECTOR TRAINEE

BUILDING INSPECTOR

BUILDING TECHNICIAN

CIVIL ENGINEERING ASSISTANT

CIVIL ENGINEERING ASSISTANT II

COMMUNITY PRESERVATION OFFICER

COMMUNITY SERVICES OFFICER

CONSTRUCTION INSPECTOR

COURT LIASON

DIGITAL MEDIA SPECIALIST

DIGITAL MEDIA TECHNICIAN

ENGINEERING TECHNICIAN

HUMAN SERVICES AND OUTREACH

COORDINATOR
JAILER

LIBRARIAN I

LIBRARIAN II

LIBRARY TECHNICIAN

MAINTENANCE LEAD WORKER

MAINTENANCE WORKER

MECHANIC

OFFICE ASSISTANT

PAYROLL ACCOUNTANT

PLANNING TECHNICIAN

PLANS EXAMINER

POLICE DISPATCHER I

POLICE DISPATCHER II

POLICE OFFICER TRAINEE

POLICE RECORDS SPECIALIST

PROPERTY AND EVIDENCE TECHNICIAN

RECREATION & HUMAN SERVICES COORDINATOR

REGISTERED ASSOCIATE CIVIL ENGINEER

SENIOR ACCOUNTANT

SENIOR ACCOUNTING TECHNICIAN

SENIOR BUILDING INSPECTOR

SENIOR COMMUNITY SERVICES OFFICER

SENIOR DIGITAL MEDIA SPECIALIST

SENIOR LIBRARY TECHNICIAN

SENIOR MAINTENANCE WORKER
28 SENIOR OFFICE ASSISTANT

SENIOR PERMIT TECHNICIAN

WATER CONSERVATION OFFICER

WATER PRODUCTION LEAD OPERATOR

WATER PRODUCTION OPERATOR I

WATER PRODUCTION OPERATOR II

WATER UTILITY LEADWORKER

WATER UTILITY WORKER I

WATER UTILITY WORKER II

WATER UTILITY WORKER TRAINEE
29 EXHIBIT B - THIRD PARTY ADVISORY PROCESS FOR DISCIPLINARY

APPEALS
The "third party" advisory process is the step between the Department Director's action and the City Manager's final decision. In the Department Director's notice of final disciplinary action (which should be served by certified mail or personal delivery) shall be a statement which clearly informs the employee that he/she has the right, within ten (10) working days after receipt of the response, to request the next level of appeal. The day the employee receives the Department Director's final notice shall not count as one of the ten (10) days.

The employee's request for the next level of appeal must be addressed to the Personnel Director and received in the Personnel Office so that same is date stamped by the Personnel Office within the ten-day period.

If, within the ten-day appeal period, the employee involved does not file said appeal, unless good cause for the failure is shown, the action of the Department Director shall be considered conclusive and shall take effect as prescribed. If within the ten-day appeal period, the employee involved files such notice of appeal by giving written notice of appeal to the Personnel Director, an appeal hearing shall be established as follows:
a) If a single third party hearing officer cannot be agreed upon by the Personnel Director and the employee's representative (or employee alone if unrepresented), the American Arbitration Association shall be requested to submit a list of seven (7) persons qualified to act as arbiters to the City and the employee. Within ten (10) days following receipt of the list of arbiters, the parties shall meet to select the arbiter.

The parties shall alternately strike one (1) name from the list of arbiters (the right to strike the first name to be determined by lot) until one (1) name remains, and that person shall be the arbiter.
b) Where practicable, the date for a hearing shall not be less than twenty (20) days, nor more than sixty (60) days, from the date of the filing of the appeal with the Personnel Director. The parties may stipulate to a longer or shorter period of time in which to hear the appeal. All interested parties shall be notified in writing of the date, time and place of hearing.
c) All hearings shall be private, however, the arbiter shall, at the request of the employee, open the hearing to the public.
30 d) Subpoenas and subpoenas duces tecums pertaining to a hearing shall be issued at the request of either party, not less than five (5) working days, prior to the commencement of such hearing. After the commencement of such hearing, subpoenas shall be issued only at the discretion of the arbiter.
e) The hearing need not be conducted in accordance with technical rules relating to evidence and witnesses. Any relevant evidence shall be admitted if it is the sort of evidence on which reasonable persons are accustomed to rely in the conduct of serious affairs, regardless of the existence of any common law or statutory rules which might make improper the admission of such evidence over objection in civil actions.

Hearsay evidence may be used for the purpose of supplementing or explaining any direct evidence but shall not be sufficient in itself to support a finding unless it would be admissible over objection in civil actions. The rules of privilege shall be effective to the same extent that they are now or hereafter may be recognized in civil and criminal actions, and irrelevant and unduly repetitious evidence shall be excluded. The arbiter shall not be bound by technical rules of evidence. The arbiter shall rule on the admission or exclusion of evidence.
f) Each party shall have these rights: To be represented by legal counsel or other person of his/her choice; to call and examine witnesses; to introduce evidence; to cross-examine opposing witnesses on any matter relevant to the issues even though that matter was not covered in the direct examination; to impeach any witness regardless of which party first called him/her to testify; and to rebut the evidence against him/her. If the respondent does not testify in his/her own behalf, he/she may be called and examined as if under cross-examination. Oral evidence shall be taken only on oath or affirmation. A court reporter will be engaged to record the hearing, unless the parties (City, employee/employer representative) mutually agree that same is not necessary. In the event that both parties mutually agree that a court reporter is not necessary, the hearing shall be electronically recorded.

If either party requests a transcript of the electronic recording, the City shall have the recording transcribed by a court reporter. g) The hearing shall proceed in the following order, unless the arbiter, for special reason, otherwise directs:
(1) The party imposing discipline shall be permitted to make an opening statement;
(2) The appealing party shall then be permitted to make an opening statement;
(3) The party imposing disciplinary action shall produce the evidence on his/her part; the City bears the burden of proof and burden of producing evidence;
31 (4) The party appealing from such disciplinary action may then open his/her defense and offer his/her evidence in support thereof; the employee bears the burden of proof and the burden of producing evidence for any affirmative defenses asserted; (5) The parties may then, in order, respectively offer rebutting evidence only, unless the arbiter for good reason, permits them to offer evidence upon their original case;
(6) Closing arguments shall be permitted and written briefs may be permitted at the discretion of the arbiter.
h) The arbiter shall determine relevancy, weight, and credibility of testimony and evidence. He/she shall base his/her findings on the preponderance of evidence. During the examination of a witness, all other witnesses, except the parties, shall be excluded from the hearing unless the arbiter, in his/her discretion, for good cause, otherwise directs. No still photographs, moving pictures, or television pictures shall be taken in the hearing chamber during a hearing. The arbiter, prior to or during a hearing, may grant a continuance for any reason he/she believes to be important to reaching a fair and proper decision.

The arbiter shall render his/her written judgment as soon after the conclusion of the hearing as possible and in no event later than thirty (30) days after conducting the hearing. His/her decision shall set forth which charges, if any, are sustained and the reasons therefore. The opinion shall set forth findings of fact and conclusions. The opinion shall be advisory only.
i) The arbiter may recommend sustaining or rejecting any or all of the charges filed against the employee. He/she may recommend sustaining, rejecting or modifying the disciplinary action invoked against the employee. He/she may not recommend for discipline more stringent than that invoked by the Department Director.

The arbiter's opinion and recommendation shall be filed with the City Manager, with a copy sent to the charged employee, and the Personnel Director, and shall set forth his/her findings and recommendations. If it is a dismissal hearing and a dismissal is not the arbiter's recommendation, the opinion shall set forth the recommended date the employee is recommended to be reinstated and/or other recommended action. The reinstatement date, if appropriate, may be any time on or after the date of disciplinary action.
j) Within thirty (30) days of the receipt of the arbiter's findings and recommendation, and transcript (if requested), whichever date is later, the City Manager shall adopt, amend, modify or reject the recommended findings, conclusions, and/or opinions of the arbiter.

Prior to making a decision which modifies or rejects the recommendation of the arbiter, the City Manager shall order and read 32 the transcript of the Third Party Advisory Process. Prior to making a decision which supports the arbiter, the City Manager may order and read the subject transcript, at his/her option. The City Manager shall not conduct a de novo hearing. The City Manager may, at his/her option, allow limited oral arguments and/or may request and review written statements from either side. The decision of the City Manager shall be final and conclusive. Copies of the City Manager's decision, including the arbiter's recommendation(s) shall be filed where appropriate, including the employee's personnel file, unless no discipline is upheld by the City Manager.

Each party shall bear equally the cost of facilities, fees and expenses of the arbiter, including the court reporter and transcripts. Each party shall bear its own witness and attorney fees. If either party unilaterally cancels or postpones a scheduled arbitration, thereby resulting in a fee charged by the arbiter or court reporter, then the party responsible for the cancellation or postponement shall be solely responsible for payment of that fee. This process shall not apply to mutual settlements by the parties which result in an arbitration fee.
k) In the case of suspension, demotion, reduction in salary, or dismissal prescribed by the City Manager, the time of such suspension, demotion or dismissal shall be effective from the first day after such delivery of said decision or shall relate back to and be effective as of the date the employee was suspended from duty pending hearing before and decision by the City Manager, whichever is applicable. If discipline imposed resulted in loss of pay, and the decision results in reduction or elimination of loss of pay, the pay loss shall be restored to the employee based on the number of standard work hours lost computed at his/her then base hourly rate.
l) The provisions of Section 1094.6 of the Code of Civil Procedure shall be applicable to proceedings under this Section.
33 EXHIBIT C – SALARY SCHEDULE
34 35

CITY OF GLENDORA

AFSCME SALARY SCHEDULE
SALARY SCHEDULE EFFECTIVE JULY 6, 2026
3% INCREASE
POSITION TITLE Step 1 Step 2 Step 3 Step 4 Step 5
ACCOUNTANT 6,003.72 6,303.90 6,619.10 6,950.05 7,297.56 ACCOUNTING TECHNICIAN 4,248.99 4,461.44 4,684.52 4,918.74 5,164.68 ASSISTANT PLANNER 6,153.81 6,461.50 6,784.58 7,123.81 7,480.00 ASSOCIATE PLANNER 6,962.47 7,310.60 7,676.13 8,059.93 8,462.93 BUILDING/CONSTRUCTION INSPECTOR TRAINEE 4,807.35 5,047.72 5,300.10 5,565.11 5,843.36 BUILDING INSPECTOR 6,153.81 6,461.50 6,784.58 7,123.81 7,480.00 BUILDING TECHNICIAN 4,807.35 5,047.72 5,300.10 5,565.11 5,843.36 CIVIL ENGINEERING ASSISTANT 6,153.81 6,461.50 6,784.58 7,123.81 7,480.00 CIVIL ENGINEERING ASSISTANT II 7,136.53 7,493.36 7,868.03 8,261.43 8,674.50 COMMUNITY PRESERVATION OFFICER 5,714.43 6,000.15 6,300.15 6,615.16 6,945.92 COMMUNITY SERVICES OFFICER 4,690.10 4,924.60 5,170.83 5,429.37 5,700.84 CONSTRUCTION INSPECTOR 6,307.66 6,623.04 6,954.19 7,301.90 7,667.00 COURT LIASON 5,857.29 6,150.15 6,457.66 6,780.54 7,119.57 DIGITAL MEDIA SPECIALIST 6,792.66 7,132.29 7,488.90 7,863.35 8,256.52 DIGITAL MEDIA TECHNICIAN 5,714.43 6,000.15 6,300.15 6,615.16 6,945.92 ENGINEERING TECHNICIAN 5,050.72 5,303.26 5,568.42 5,846.84 6,139.18 HUMAN SERVICES AND OUTREACH COORDINATOR 5,857.29 6,150.15 6,457.66 6,780.54 7,119.57 JAILER 4,807.35 5,047.72 5,300.10 5,565.11 5,843.36
LIBRARIAN I 5,857.29 6,150.15 6,457.66 6,780.54 7,119.57 LIBRARIAN II 6,792.66 7,132.29 7,488.90 7,863.35 8,256.52 LIBRARY TECHNICIAN 4,248.99 4,461.44 4,684.52 4,918.74 5,164.68 MAINTENANCE LEAD WORKER 5,439.07 5,711.03 5,996.58 6,296.41 6,611.23 MAINTENANCE WORKER 4,355.22 4,572.98 4,801.63 5,041.71 5,293.80 MECHANIC 5,050.72 5,303.26 5,568.42 5,846.84 6,139.18
OFFICE ASSISTANT 3,755.49 3,943.27 4,140.43 4,347.45 4,564.82 PAYROLL ACCOUNTANT 6,003.72 6,303.90 6,619.10 6,950.05 7,297.56 PLANNING TECHNICIAN 4,927.53 5,173.91 5,432.60 5,704.23 5,989.45 PLANS EXAMINER 7,136.53 7,493.36 7,868.03 8,261.43 8,674.50 POLICE DISPATCHER I 5,050.72 5,303.26 5,568.42 5,846.84 6,139.18 POLICE DISPATCHER II 6,153.81 6,461.50 6,784.58 7,123.81 7,480.00 POLICE OFFICER TRAINEE 5,714.43 6,000.15 6,300.15 6,615.16 6,945.92 POLICE RECORDS SPECIALIST 4,145.36 4,352.63 4,570.26 4,798.77 5,038.71 PROPERTY AND EVIDENCE TECHNICIAN 5,306.41 5,571.73 5,850.32 6,142.84 6,449.98 RECREATION & HUMAN SERVICES COORDINATOR 4,807.35 5,047.72 5,300.10 5,565.11 5,843.36 REGISTERED ASSOCIATE CIVIL ENGINEER 8,074.33 8,478.05 8,901.95 9,347.05 9,814.40 SENIOR ACCOUNTANT 6,962.47 7,310.60 7,676.13 8,059.93 8,462.93 SENIOR ACCOUNTING TECHNICIAN 4,807.35 5,047.72 5,300.10 5,565.11 5,843.36 SENIOR BUILDING INSPECTOR 7,497.82 7,872.71 8,266.35 8,679.67 9,113.65 SENIOR COMMUNITY SERVICES OFFICER 5,714.43 6,000.15 6,300.15 6,615.16 6,945.92 SENIOR DIGITAL MEDIA SPECIALIST 7,877.40 8,271.27 8,684.83 9,119.07 9,575.03 SENIOR LIBRARY TECHNICIAN 4,575.70 4,804.49 5,044.71 5,296.95 5,561.80 SENIOR MAINTENANCE WORKER 4,807.35 5,047.72 5,300.10 5,565.11 5,843.36 SENIOR OFFICE ASSISTANT 4,145.36 4,352.63 4,570.26 4,798.77 5,038.71 SENIOR PERMIT TECHNICIAN 5,857.29 6,150.15 6,457.66 6,780.54 7,119.57 WATER CONSERVATION OFFICER 5,306.41 5,571.73 5,850.32 6,142.84 6,449.98 WATER PRODUCTION LEAD OPERATOR 6,465.35 6,788.62 7,128.05 7,484.45 7,858.67 WATER PRODUCTION OPERATOR I 5,306.41 5,571.73 5,850.32 6,142.84 6,449.98 WATER PRODUCTION OPERATOR II 5,857.29 6,150.15 6,457.66 6,780.54 7,119.57 WATER UTILITY LEADWORKER 6,153.81 6,461.50 6,784.58 7,123.81 7,480.00 WATER UTILITY WORKER I 4,927.53 5,173.91 5,432.60 5,704.23 5,989.45 WATER UTILITY WORKER II 5,575.05 5,853.80 6,146.49 6,453.82 6,776.51 WATER UTILITY WORKER TRAINEE 4,248.99 4,461.44 4,684.52 4,918.74 5,164.68

APPROXIMATE MONTHLY

CITY OF GLENDORA

AFSCME SALARY SCHEDULE
SALARY SCHEDULE EFFECTIVE JULY 5, 2027
3% INCREASE
POSITION TITLE Step 1 Step 2 Step 3 Step 4 Step 5
ACCOUNTANT 6,183.83 6,493.02 6,817.67 7,158.56 7,516.48 ACCOUNTING TECHNICIAN 4,376.46 4,595.29 4,825.05 5,066.31 5,319.62 ASSISTANT PLANNER 6,338.43 6,655.35 6,988.11 7,337.52 7,704.40 ASSOCIATE PLANNER 7,171.35 7,529.91 7,906.41 8,301.73 8,716.82 BUILDING/CONSTRUCTION INSPECTOR TRAINEE 4,951.57 5,199.15 5,459.10 5,732.06 6,018.66 BUILDING INSPECTOR 6,338.43 6,655.35 6,988.11 7,337.52 7,704.40 BUILDING TECHNICIAN 4,951.57 5,199.15 5,459.10 5,732.06 6,018.66 CIVIL ENGINEERING ASSISTANT 6,338.43 6,655.35 6,988.11 7,337.52 7,704.40 CIVIL ENGINEERING ASSISTANT II 7,350.63 7,718.16 8,104.07 8,509.27 8,934.74 COMMUNITY PRESERVATION OFFICER 5,885.86 6,180.15 6,489.16 6,813.62 7,154.30 COMMUNITY SERVICES OFFICER 4,830.80 5,072.34 5,325.96 5,592.25 5,871.87 CONSTRUCTION INSPECTOR 6,496.89 6,821.73 7,162.82 7,520.96 7,897.01 COURT LIASON 6,033.01 6,334.66 6,651.39 6,983.96 7,333.16 DIGITAL MEDIA SPECIALIST 6,996.44 7,346.26 7,713.57 8,099.25 8,504.21 DIGITAL MEDIA TECHNICIAN 5,885.86 6,180.15 6,489.16 6,813.62 7,154.30 ENGINEERING TECHNICIAN 5,202.24 5,462.35 5,735.47 6,022.24 6,323.36 HUMAN SERVICES AND OUTREACH COORDINATOR 6,033.01 6,334.66 6,651.39 6,983.96 7,333.16 JAILER 4,951.57 5,199.15 5,459.10 5,732.06 6,018.66
LIBRARIAN I 6,033.01 6,334.66 6,651.39 6,983.96 7,333.16 LIBRARIAN II 6,996.44 7,346.26 7,713.57 8,099.25 8,504.21 LIBRARY TECHNICIAN 4,376.46 4,595.29 4,825.05 5,066.31 5,319.62 MAINTENANCE LEAD WORKER 5,602.24 5,882.36 6,176.48 6,485.30 6,809.56 MAINTENANCE WORKER 4,485.88 4,710.17 4,945.68 5,192.96 5,452.61 MECHANIC 5,202.24 5,462.35 5,735.47 6,022.24 6,323.36
OFFICE ASSISTANT 3,868.16 4,061.57 4,264.64 4,477.88 4,701.77 PAYROLL ACCOUNTANT 6,183.83 6,493.02 6,817.67 7,158.56 7,516.48 PLANNING TECHNICIAN 5,075.36 5,329.13 5,595.58 5,875.36 6,169.13 PLANS EXAMINER 7,350.63 7,718.16 8,104.07 8,509.27 8,934.74 POLICE DISPATCHER I 5,202.24 5,462.35 5,735.47 6,022.24 6,323.36 POLICE DISPATCHER II 6,338.43 6,655.35 6,988.11 7,337.52 7,704.40 POLICE OFFICER TRAINEE 5,885.86 6,180.15 6,489.16 6,813.62 7,154.30 POLICE RECORDS SPECIALIST 4,269.72 4,483.21 4,707.37 4,942.74 5,189.87 PROPERTY AND EVIDENCE TECHNICIAN 5,465.60 5,738.89 6,025.83 6,327.12 6,643.48 RECREATION & HUMAN SERVICES COORDINATOR 4,951.57 5,199.15 5,459.10 5,732.06 6,018.66 REGISTERED ASSOCIATE CIVIL ENGINEER 8,316.56 8,732.39 9,169.01 9,627.46 10,108.84 SENIOR ACCOUNTANT 7,171.35 7,529.91 7,906.41 8,301.73 8,716.82 SENIOR ACCOUNTING TECHNICIAN 4,951.57 5,199.15 5,459.10 5,732.06 6,018.66 SENIOR BUILDING INSPECTOR 7,722.76 8,108.89 8,514.34 8,940.06 9,387.06 SENIOR COMMUNITY SERVICES OFFICER 5,885.86 6,180.15 6,489.16 6,813.62 7,154.30 SENIOR DIGITAL MEDIA SPECIALIST 8,113.72 8,519.41 8,945.38 9,392.65 9,862.28 SENIOR LIBRARY TECHNICIAN 4,712.97 4,948.62 5,196.05 5,455.86 5,728.65 SENIOR MAINTENANCE WORKER 4,951.57 5,199.15 5,459.10 5,732.06 6,018.66 SENIOR OFFICE ASSISTANT 4,269.72 4,483.21 4,707.37 4,942.74 5,189.87 SENIOR PERMIT TECHNICIAN 6,033.01 6,334.66 6,651.39 6,983.96 7,333.16 WATER CONSERVATION OFFICER 5,465.60 5,738.89 6,025.83 6,327.12 6,643.48 WATER PRODUCTION LEAD OPERATOR 6,659.31 6,992.27 7,341.89 7,708.98 8,094.43 WATER PRODUCTION OPERATOR I 5,465.60 5,738.89 6,025.83 6,327.12 6,643.48 WATER PRODUCTION OPERATOR II 6,033.01 6,334.66 6,651.39 6,983.96 7,333.16 WATER UTILITY LEADWORKER 6,338.43 6,655.35 6,988.11 7,337.52 7,704.40 WATER UTILITY WORKER I 5,075.36 5,329.13 5,595.58 5,875.36 6,169.13 WATER UTILITY WORKER II 5,742.30 6,029.42 6,330.89 6,647.43 6,979.80 WATER UTILITY WORKER TRAINEE 4,376.46 4,595.29 4,825.05 5,066.31 5,319.62

APPROXIMATE MONTHLY

CITY OF GLENDORA

AFSCME SALARY SCHEDULE
SALARY SCHEDULE EFFECTIVE JULY 3, 2028
3% INCREASE
POSITION TITLE Step 1 Step 2 Step 3 Step 4 Step 5
ACCOUNTANT 6,369.35 6,687.81 7,022.20 7,373.31 7,741.98 ACCOUNTING TECHNICIAN 4,507.76 4,733.15 4,969.80 5,218.29 5,479.21 ASSISTANT PLANNER 6,528.58 6,855.01 7,197.76 7,557.65 7,935.53 ASSOCIATE PLANNER 7,386.49 7,755.81 8,143.60 8,550.78 8,978.32 BUILDING/CONSTRUCTION INSPECTOR TRAINEE 5,100.12 5,355.12 5,622.88 5,904.02 6,199.22 BUILDING INSPECTOR 6,528.58 6,855.01 7,197.76 7,557.65 7,935.53 BUILDING TECHNICIAN 5,100.12 5,355.12 5,622.88 5,904.02 6,199.22 CIVIL ENGINEERING ASSISTANT 6,528.58 6,855.01 7,197.76 7,557.65 7,935.53 CIVIL ENGINEERING ASSISTANT II 7,571.15 7,949.71 8,347.19 8,764.55 9,202.78 COMMUNITY PRESERVATION OFFICER 6,062.43 6,365.56 6,683.83 7,018.03 7,368.93 COMMUNITY SERVICES OFFICER 4,975.72 5,224.51 5,485.73 5,760.02 6,048.02 CONSTRUCTION INSPECTOR 6,691.79 7,026.38 7,377.70 7,746.59 8,133.92 COURT LIASON 6,214.00 6,524.69 6,850.93 7,193.48 7,553.15 DIGITAL MEDIA SPECIALIST 7,206.33 7,566.65 7,944.98 8,342.23 8,759.34 DIGITAL MEDIA TECHNICIAN 6,062.43 6,365.56 6,683.83 7,018.03 7,368.93 ENGINEERING TECHNICIAN 5,358.31 5,626.22 5,907.54 6,202.91 6,513.06 HUMAN SERVICES AND OUTREACH COORDINATOR 6,214.00 6,524.69 6,850.93 7,193.48 7,553.15 JAILER 5,100.12 5,355.12 5,622.88 5,904.02 6,199.22
LIBRARIAN I 6,214.00 6,524.69 6,850.93 7,193.48 7,553.15 LIBRARIAN II 7,206.33 7,566.65 7,944.98 8,342.23 8,759.34 LIBRARY TECHNICIAN 4,507.76 4,733.15 4,969.80 5,218.29 5,479.21 MAINTENANCE LEAD WORKER 5,770.31 6,058.83 6,361.77 6,679.86 7,013.85 MAINTENANCE WORKER 4,620.45 4,851.48 5,094.05 5,348.75 5,616.19 MECHANIC 5,358.31 5,626.22 5,907.54 6,202.91 6,513.06
OFFICE ASSISTANT 3,984.20 4,183.41 4,392.58 4,612.21 4,842.82 PAYROLL ACCOUNTANT 6,369.35 6,687.81 7,022.20 7,373.31 7,741.98 PLANNING TECHNICIAN 5,227.62 5,489.00 5,763.45 6,051.62 6,354.20 PLANS EXAMINER 7,571.15 7,949.71 8,347.19 8,764.55 9,202.78 POLICE DISPATCHER I 5,358.31 5,626.22 5,907.54 6,202.91 6,513.06 POLICE DISPATCHER II 6,528.58 6,855.01 7,197.76 7,557.65 7,935.53 POLICE OFFICER TRAINEE 6,062.43 6,365.56 6,683.83 7,018.03 7,368.93 POLICE RECORDS SPECIALIST 4,397.81 4,617.70 4,848.59 5,091.02 5,345.57 PROPERTY AND EVIDENCE TECHNICIAN 5,629.57 5,911.05 6,206.60 6,516.93 6,842.78 RECREATION & HUMAN SERVICES COORDINATOR 5,100.12 5,355.12 5,622.88 5,904.02 6,199.22 REGISTERED ASSOCIATE CIVIL ENGINEER 8,566.06 8,994.36 9,444.08 9,916.29 10,412.10 SENIOR ACCOUNTANT 7,386.49 7,755.81 8,143.60 8,550.78 8,978.32 SENIOR ACCOUNTING TECHNICIAN 5,100.12 5,355.12 5,622.88 5,904.02 6,199.22 SENIOR BUILDING INSPECTOR 7,954.44 8,352.16 8,769.77 9,208.26 9,668.67 SENIOR COMMUNITY SERVICES OFFICER 6,062.43 6,365.56 6,683.83 7,018.03 7,368.93 SENIOR DIGITAL MEDIA SPECIALIST 8,357.13 8,774.99 9,213.74 9,674.43 10,158.15 SENIOR LIBRARY TECHNICIAN 4,854.36 5,097.08 5,351.94 5,619.53 5,900.51 SENIOR MAINTENANCE WORKER 5,100.12 5,355.12 5,622.88 5,904.02 6,199.22 SENIOR OFFICE ASSISTANT 4,397.81 4,617.70 4,848.59 5,091.02 5,345.57 SENIOR PERMIT TECHNICIAN 6,214.00 6,524.69 6,850.93 7,193.48 7,553.15 WATER CONSERVATION OFFICER 5,629.57 5,911.05 6,206.60 6,516.93 6,842.78 WATER PRODUCTION LEAD OPERATOR 6,859.09 7,202.04 7,562.14 7,940.25 8,337.26 WATER PRODUCTION OPERATOR I 5,629.57 5,911.05 6,206.60 6,516.93 6,842.78 WATER PRODUCTION OPERATOR II 6,214.00 6,524.69 6,850.93 7,193.48 7,553.15 WATER UTILITY LEADWORKER 6,528.58 6,855.01 7,197.76 7,557.65 7,935.53 WATER UTILITY WORKER I 5,227.62 5,489.00 5,763.45 6,051.62 6,354.20 WATER UTILITY WORKER II 5,914.57 6,210.30 6,520.81 6,846.85 7,189.20 WATER UTILITY WORKER TRAINEE 4,507.76 4,733.15 4,969.80 5,218.29 5,479.21

APPROXIMATE MONTHLY
RESOLUTION CC 2025-__

A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF GLENDORA APPROVING THE 2025-2028 MEMORANDUM OF UNDERSTANDING

AGREEMENT WITH THE AMERICAN FEDERATION OF STATE,
COUNTY, AND MUNICIPAL EMPLOYEES, LOCAL 3915 (AFSCME)

THE CITY COUNCIL
City of Glendora, California
WHEREAS, the representative of the City of Glendora and the American Federation of State, County, and Municipal Employees, Local 3915 (AFSCME) met and negotiated a 2025-2028 Memorandum of Understanding, which was voted upon and approved by the AFSCME membership.

NOW, THEREFORE, THE CITY COUNCIL THE CITY OF GLENDORA,
CALIFORNIA, DOES HEREBY RESOLVE AS FOLLOWS:

SECTION 1. That the City Council approves the 2025-2028 Memorandum of Understanding between the City of Glendora and the American Federation of State, County, and Municipal Employees, Local 3915 attached as Exhibit A SECTION 2. The Mayor shall sign and the City Clerk shall certify to the passage and adoption of this Resolution, shall enter the same into the Book of Original Resolutions and that this Resolution shall take effect and be in force on this date.

SECTION 3. The City Clerk is hereby directed to forward a copy of this Resolution to the Assistant Director - Human Resources.

PASSED, APPROVED AND ADOPTED by the City Council of the City of Glendora this __ day of _______, 2025.

BY:

DAVID FREDENDALL
Mayor
APPROVED AS TO FORM:

Aleshire & Wynder, LLP

DANNY WYNDER
City Attorney
Resolution CC 2025-__ Page 2 of 2
Template Version Update: 2025 08 18

CERTIFICATION
I, do hereby certify that the foregoing Resolution was duly adopted by the City Council of the City of Glendora at a regular meeting held on the __ day of ______, 2025, by the following vote:

AYES: MEMBERS:

NOES: MEMBERS:

ABSENT: MEMBERS:

ABSTAIN: MEMBERS:

Dated:

KATHLEEN R. SESSMAN
City Clerk/Communications Director