Approval of a cooperative purchasing agreement with InfoSend, Inc for utility bill production, printing, and mailing services

City of Simi Valley
Staff Report
To:

From:

Subject:

May 11, 2026
City Council
Board of Directors, Ventura County Waterworks District No. 8 Administrative Services Department
Carolyn Johnson, Administrative Services Director
Approval of a cooperative pur chasing agreement with InfoSend, Inc. for utility bill production, printing, and mailing services St
aff Recommendation
It
is recommended that the City Council and the Board of Directors of Ventura County Waterworks District No. 8 (“District”):

1. Approv
e a cooperative purchasing agreement with InfoS end,
Inc.(‘InfoSend”)(Attachment A), based upon the master services agreement (MSA) awarded by the City of Compton, for utility bill production, printing and mailing services, for a two -year term commencing July 1, 2026, through June 30, 2028, for an amount not-to-exceed $250,000 for the initial term;

2. Auth
orize the City Manager/District Manager to execute two one- year extensions contingent upon the extension of the City of Compton MSA; and

3. Auth
orize the City Manager/District Manager to increase the not-to-exceed amount by $ 150,000, respectively, upon each extension of the agreement, for a total amount not-to-exceed $550,000 for the whole term of the agreement.

Ba
ckground
The A
dministrative Services Department is responsible for preparing and mailing utility bills for over 30,000 customers serviced by the District and the City. InfoSend has provided these services since 2012, under a variety of cooperative purchasing and general services agreements ; the current agreement expires June 30, 2026. InfoSend has consistently delivered reliable, high-quality service throughout its service history with the City/District. Staff proposes to continue to use InfoSend’s services under a cooperative purchasing agreement.

Di
scussion
On
June 10, 2025, t he City of Compton awarded a Master Service Agreement to InfoSend, Inc. following a competitive request for proposal solicitation. The City of Agenda Item No.

Consent (7)
Compton’s MSA contains provisions for cooperative purchasing. The proposed agreement has an initial term of two years as the City/District will be joining the cooperative purchase in the middle of the term. The proposed agreement had two one- year extensions, depending on the City of Compton extending the MSA.

The proposed not-to-exceed amount of $250,000 for the initial two-year term is based on an estimated 8% increase over current costs, driven largely by higher postage costs.

Postage costs under the Infosend agreement are pass -through costs and account for approximately 80% of the contract's total cost . The not -to-exceed amounts for the extensions reflect a 10% year-over-year increase in costs, due to volatility in postage and material costs.

Overall print -mail costs for the City/District’s utility billing function may be reduced by encouraging customers to opt -in to electronic delivery of utility bills. The City/District recently upgraded the online experience for water customers with the new Utilities Access portal, which will facilitate a smoother transition for customers to electronic billing and payments.

Financial Impact

The cost of this action is included in the Department’s ongoing operating budget proposed for Fiscal Year 2026-2027. No appropriation is required.

City Council Priority

This item supports the City Council’s pillars of excellence of Fiscal Stability, Excellent City Government, and Reliable Infrastructure. This contract assists staff in providing accurate, timely, and consistent billing necessary for revenue collection, supporting the City/District’s water utility services and infrastructure.

Suggested Motion

I move that the City Council and the Board of Directors of Ventura County Waterworks District No. 8 (“District”):

1. A pprove a cooperative purchasing agreement with InfoSend, Inc., based upon the master services agreement awarded by the City of Compton, for utility bill production, printing and mailing services, for a two-year term commencing July 1, 2026, through June 30, 2028, for an amount not-to-exceed $250,000 for the initial term;

2. A uthorize the City Manager/District Manager to execute two one- year extensions contingent upon the extension of the City of Compton MSA; and

3. A uthorize the City Manager/District Manager to increase the not-to-exceed amount by $150,000, respectively, upon each extension of the agreement, for a total amount not-to-exceed $550,000 for the whole term of the agreement.

2 Summary

The Administrative Services Department seeks City Council / Board of Directors approval to enter into a cooperative purchasing agreement with InfoSend, Inc. for an initial two- year term commencing July 1, 2026, for an amount not-to-exceed $250,000 for utility bill production, printing and mailing services.

Prepared by: Taylor Dacus, Senior Management Analyst

Attachment:

Attachment A - Cooperative Purchasing Agreement with InfoSend, Inc.

3 InfoSend Cooperative Purchasing Agreement
Rev. 10.27.2021 1 | P a g e

COOPERATIVE PURCHASING AGREEMENT
This Cooperative Purchasing Agreement (“Agreement”) is entered into on __May 11, 2026_________________ (the “Effective Date”) by and between City of Simi Valley, a municipal corporation, with a principal address of 2929 Tapo Canyon Road, Simi Valley, CA 93063 (“City”), and InfoSend, Inc., a California Corporation, with a principal address of 4240 E. La Palma Avenue, Anaheim, CA 92807 (“InfoSend”). City and InfoSend are sometimes referred to herein individually as a “Party” and collectively as “Parties.”

RECITALS
WHEREAS, City desires to obtain Data Processing, Printing and Mailing Services from InfoSend; and WHEREAS, on June 25, 2025 City of Compton entered into a Master Service Agreement with InfoSend (“City of Compton Contract”) pursuant to the Request for Proposal entitled Request for Proposal (RFP) 2025 – Water Utility Bill Production, Printing and Mailing Services (“City of Compton RFP”) and corresponding proposal by InfoSend (“City of Compton Proposal”) for a three (3)-year period with an optional renewal for two (2) additional years; and WHEREAS, pursuant to City of Simi Valley’s procurement policy, City is authorized to utilize cooperative bidding contracting to utilize contracts awarded by other public agencies for the same or similar services; and WHEREAS, City of Simi Valley has evaluated the City of Compton RFP, the City of Compton Proposal, and the City of Compton Contract and desires to retain InfoSend utilizing the terms and pricing offered therein to obtain the products and services it requires; and
WHEREAS, InfoSend agrees to provide City with the products and services it requires; and, WHEREAS, the Parties wish to incorporate and supplement certain terms and conditions set forth in the City of Compton Contract with certain terms and requirements set forth herein; and, NOW, THEREFORE, in consideration of the mutual terms and conditions, promises, covenants and payments hereinafter set forth, the Parties agree as follows:

1. The foregoing recitals are true and correct and incorporated herein as set forth in full.

2. Notice: Any notice to City shall be sent to the following address:

City of Simi Valley
2929 Tapo Canyon Road
Simi Valley, CA 93063

3. Entire Agreement. These terms, together with the attachments, which are made a part hereof and incorporated by reference hereby, set forth the entire understanding of the Parties and supersede all prior agreements, written or oral. Attachments include Exhibit A, which consists of:
 City of Compton RFP
 City of Compton Proposal
 City of Compton Contract

4. Conflict of Terms. In the event of any conflict or ambiguity between the terms of this Agreement and the contents of Exhibit A, the precedence of the documents shall be as follows:

First: This Agreement
Second: City of Compton Contract
Third: City of Compton Proposal
Fourth: City of Compton RFP
Attachment A
4 InfoSend Cooperative Purchasing Agreement
Rev. 10.27.2021 2 | P a g e

[SIGNATURE PAGE FOLLOWS]

5 InfoSend Cooperative Purchasing Agreement
Rev. 10.27.2021 3 | P a g e
IN WITNESS WHEREOF, the Parties hereto have executed this Cooperative Purchasing Agreement on the Effective Date first herein above written and caused this Cooperative Purchasing Agreement to become effective by their respective endorsements below:

Attest: City of Simi Valley, A Municipal Corporation

By:

Lucy Blanco, City Clerk Dee Dee Cavanaugh, Mayor of the City of Simi Valley, California

Approved as to Form: INFOSEND, INC.

By:

Algeria R. Ford, City Attorney
Print Name: Russ Rezai

Approved as to Content: Title: President

By:

Samantha C. Argabrite, City Manager
Print Name: Roxana Weil

Title: Executive Vice President
Johanna Medrano,
Deputy Administrative Services Director/
Budget & Purchasing

Carolyn Johnson,
Administrative Services Director

6 City of Compton
Municipal Water Department
205 South Willowbrook Avenue, Compton, California 90220 Phone (310) 605-5555

REQUEST FOR PROPOSAL
for

UTILITY BILL PRODUCTION, PRINTING AND MAILING SERVICES
The City of Compton (City) is soliciting a Request for Proposal (RFP), from qualified businesses (Vendors) to submit proposals f or providing high quality utility bill production, printing, and mailing services for its utility bills at a competitive price. The City’s intent is to select one vendor to perform utility bill production, printing and mailing services for approximately 20,000 residential, commercial and industrial customers monthly.

It is the intent of the City to contract for the services pre sented herein for a term of three fiscal years (July 1, 2025 through June 30, 2028), with an option to extend for two (2) additional one - year terms. The additional terms are subject to the satisfactory services and negotiation of terms, including price acceptance for both the City and selected Vendor.

To be considered responsive to the RFP requirements, vendors must submit a proposal indicating their knowledge and experience related to the services being sought. If you have any questions, please contact Jose Garfias, Interim Water Department General Manager by phone at 310-605-5555 or by email at [email protected]. The complete RFP can be viewed on the City’s website at https://www.comptoncity.org/departments/city-clerk/rfps-and-bids.

In order for your proposal to be considered, submit four (4) copies and one (1) digital copy marked “RFP-UTILITY BILL PRODUCTION, PRINTING AND MAILING SERVICES” and one (1) Cost Proposal in a separate sealed envelope to:

City of Compton
City Clerk
205 S. Willowbrook Avenue
Compton, CA 90220
Submission Deadline: Thursday, April 3, 2025 by 4:00 pm Exhibit A
7 City of Compton
Municipal Water Department
205 S. Willowbrook Avenue
Compton, CA 90220
Phone (310) 605-5595 Fax (310) 763-4567
______________________________________________________________________________

REQUEST FOR PROPOSAL
For
Utility Bill Production, Printing and Mailing Services

1. INTRODUCTION
The purpose of this Request for Proposal (RFP) is to solicit proposals, through a competitive process, for the bill production, printing and mailing services. The City is seeking an Agreement term for three fiscal years.

2. SCOPE OF WORK:

A. The selected Vendor shall be responsible for the printing and mailing of the Municipal Water department’s regular billing statements, past-due notices for water and refuse services for residents and businesses on a monthly basis. Additionally, the Vendor must be able to print and mail other reports as requested by the City.

B. The average monthly total of bills to be printed and mailed and/or emailed out is approximately 20,000. Billing data files will be submitted at the discretion of the City, several times throughout the month.

C. The selected Vendor shall enter into an Agreement with the City for three (3) fiscal years (2025-2026, 2026-2027 and 2027-2028) with the option of an additional two (2) one -year extensions, which are subject to acceptable performance and cost.

D. The selected Vendor must have been in continuous business for a minimum of 5 years and under the same principal ownership for a minimum 3 years. The Vendor must have at least 20 or more clients in the government utility sector.

E. The selected Vendor must be able to accept files in at least one of the following formats:
.xml, .txt, .pcl, .afp, .pdf. The files will be sent to the Vendor’s secure ftp site. Files received from the City are to be processed through a customer program to format into two print ready files; a statement file and a past -due notice letter file. Statement files are also flagged for 8 select inserts as required by the City. When files are processed, they are encoded to use specific forms with multiple fonts, based on criteria in the data. Acceptable files should be flat files and pdf files for printing. Once files have been submitted by the City, the Vendor should have samples of bills for the City to review and approve prior to printing.

F. In providing this service, the following shall be applicable: the selected Vendor must assure the City of Compton of confidentiality in handling customer information. Discarded billing statements must be shredded in a crosscut or confetti manner and properly disposed of in a private d umpster or refuse receptacle. Under no circumstances shall customer data be discarded in an un-shredded condition or discarded in a public dumpster or refuse receptacle.

Vendor must be SSAE18 audited with either a SOC1 Type II or SOC2 Type II report.

Vendor will provide details on the audit in response, including name of the auditor and most recent report date. Vendor must have a comprehensive Information Security policy and complete set of procedures. Vendor must provide details on policies and procedu res in the response.

G. The selected Vendor must provide a means for secure data transmission to and from the City of Compton, and a method to confirm receipt of any or all data transmissions. Vendor must have the ability to accept daily bill files using a H TTPS upload or a standard FTP or SFTP transmission with PGP encryption support. City must be able to log into the Vendor’s server and transmit the files 24/7.

H. The selected Vendor must have the capability, staffing and resources necessary to print, fold, insert, sort and mail the bills generated each day by the following business day.

Additionally, Delivery Point Validation (DPV) is incorporated into the process to validate that the provided address information is a physical address served by the Postal Service.

Vendor must be able to optionally provide outbound USPS tracking data for individual mail pieces. Vendor must provide an interface in its online account ma nagement portal to facilitate searching for and viewing tracking data for individual mail pieces. The tracking data source must come from the USPS (IMb Tracing data).

J. The selected Vendor must at all times, maintain an adequate workforce and an adequate supply of paper, forms, envelopes, etc. to enable the execution of the work on this contract without delay due to lack of manpower, supplies or materials . Inability to perform the services required due to lack of manpower, supplies or materials may result i n termination of the contract.

K. The selected Vendor must be capable of printing full -color duplexed statements, graphics, charts, and variable usage graphs in order to make the City of Compton statements eye - catching, easy to understand, informative and fully functional. Statement redesign services should be offered as part of the onboarding efforts.

L. The selected Vendor must be able to procure and warehouse any and all materials that shall be used in the execution of this agreement. The City of Compton shall not be invoiced for nor pay any reimbursement cost for paper, forms, envelopes, or other supplies and materials 9 used by the selected Vendor to provide the services required.

M. For mailing purposes, the selected Vendor must provide and make use of standar d number ten (#10) window envelopes with interior tinting or printing for visual security.

Additionally, the Vendor shall enclose in each bill one (1) number nine (#9) envelope with interior security tinting or printing as a convenience to residents and businesses for the return of payments and up to five inserts. Multiple page statements are collated then folded and machine inserted into the window envelope. Inserts are very often selectable. The City indicates which statements are to receive selected inserts. Vendor must be able to perform intelligent/selective inserting based on customer type or other parameters provided in the data. Vendor must provide the ability to print inserts, newsletters or other notices to be included with regular mailings.

N. As a cost-savings measure the selected Vendor must have the ability to exclude the return envelop in the mailings to customers who usually pay via bank draft, online or in person, or upon request by the City.

O. The selected Vendor must provide all prices in per-unit fees that shall be all -inclusive and cover the costs of any and all services rendered by the Vendor, with the exception of the cost of postage. The per -unit fee applicable to each bill or each insert printed must include the total cost associated with providing the service t o the City of Compton. These costs shall include, but not be limited to, any and all costs associated with staffing, software, hardware, printing equipment, printing supplies, mailing materials, etc., necessary to perform the services stipulate. The per-unit price must be all-inclusive and there shall be no additional charges for a jammed, wasted, or obsolete materials or any other form of overheard associates with this agreement.

P. The selected Vendor must have a disaster reco very plan, which includes backup power, offsite data centers, redundancy of equipment and a formal disaster recovery plan to process City documents if main facility becomes inoperable. Vendor must own and operate at least one disaster recovery facility that must be located in a geographically diverse location from the main production site.

Q. The selected vendor must offer a return mail service to assist with the handling of return mail. This service should include detailed reporting; which is available on demand through an online portal.

R. The selected Vendor must have the ability to mail multiple bills with the same mailing address in one package, incorporating the IMB (intelligent mail Barcode) and Full Service Submission. These services must be available through an online portal with twenty -four (24) hour and seven (7) day a week access.

S. The selected Vendor must have page level tracking in the production environment with a closed loop quality system. This system must identify suspect mail pieces and out s ort any document that is not successfully scanned at insert. Any suspect documents should be automatically repaired and require no human intervention. A mail run data file should be employed to provide the job instructions to production equipment.

T. Statement form is produced using roll -fed full color (CMYK) inkjet printing, printing both variable and static information on white 20# paper.

U. The selected Vendor must have the ability to accommodate business rules for statements that 10 need to be removed prior to mailing. Additionally, the Vendor must have the functionality for statement review and approval processed by City staff prior to print and mail.

V. Postage is billed after each cycle. The City of Compton is not required to prepay postage.

W. The selected Vendor must be able to deliver statements via email for customers who have established on-line accounts with the City of Compton per request.

X. Utility statements should be available electronically though a secure Web based portal, allowing City customer service access, as well as optional electronic delivery of utility statements in lieu of a printed and mailed utility statement. Statements may be viewed, downloaded, saved, e -mailed and/or printed. Automated e -mail notification of statement availability should be included as well as an online 24-months statement history.

Y. Statement archiving - On a billing cycle to cycle basis, the City’s utility statements are archived to pdf for referenced by the Customer Service Division of the Municipal Water Department. Arc hived records should include the following: statements are imaged “as printed and mailed,” including corrections to address due to postal optimization processing, in order to represent statement received by the City’s utility customers.

Z. Search indexes should include the following; Name, Account Number, Service Address and Billing Date. Compound and relational searches across indexes should be available as well as full text search capability across the entire database. Search retrieval speed should not exceed three seconds.

AA. Customization and Programming as required.

BB. Reformatting of data file to correspond to customized layout.

CC. Logical processing on data as required by the City.

DD. Additional Services- Vendor provides print broker services to obtain best pricing for preprinted enveloped, billing forms and other printed material as requested.

EE. Vendor must produce the mail in a location within 100 miles of the City that is able to achieve 1-3-day delivery from USPS.

FF. Ability to Interface with Springbrook Software V7.16.0.0, at minimum.

3. CONTENTS OF THE PROPOSAL
A. Company Overview
A brief outline of the vendor company and services offered, including:
 Full legal name of the business
 The year the business was established
 Number of people currently employed
 A list of clients with similar needs using the same or comparable software  Evidence of successful completion of the services requested within this RFP of similar size and complexity.
 References: Contact information for three (3) references (if possible) that received that 11 requested services in similar size, application, and scope, along with a brief description of their implementation.

B. Scope of Work
The proposal shall define your approach to provide services consistent with and incorporate elements outlined in Section 2. Scope of Services.

C. Solution Implementation Methodology and Support : Describe how you propose to work with the City of Compton to deliver services and/or products, including:
 Customer Support- Provide customer support 24-hours, seven days per week  Data Management- Provide data management design that supports integration with the current billing system, specialized requests, reporting, and data analysis a nd comparisons.
 Implementation Support - Provide complete turnkey solution and project management support
 Training- Provide training to City of Compton staff.
 Software updates- Provide future software releases or enhances services as part of the software fees.
 Technical documentation - Provide technical documentation for support staff including system overviews, design, flowcharts, and file layouts.  User Manuals- Provide a complete set of user manuals for all software applications to document and explain system features and functions. Comment on availability of manuals online and mobile accessibility.

D. Cost: Provide – in a separate sealed envelope – the costs for the proposed services. It should be based on all tasks and in the format identified in the scope of services. Any additional cost items included must be distinguished from those listed in the chart attached as Exhibit “A”.

4. RIGHT TO REJECT ALL PROPOSALS
The City of Compton reserves the right to reject any or all proposals submitted. No guarantee is made hereby that any contract will be awarded pursuant to the Request for Proposals or otherwise. All costs incurred in the preparation of the proposals, in the submission of additional information, and/or in any other aspect of a proposal prior to the award of a written contract will be borne by the respondent. The City of Compton reserves the right to retain all proposals submitted and to use any ideas in a proposal, regardless of whether or not the proposal is selected.

5. SCHEDULE OF SELECTION

Release of RFP March 5, 2025
Proposals Due April 3, 2025
Proposal Review April 7-11, 2025
Tentative Recommendation to City Council and
Award
May 20, 2025

6. PROPOSAL SUBMITTAL Proposal must be for the entire Scope of Services outlined in the 12 RFP. Incomplete proposals will not be considered. The proposer shall submit a package clearly marked on the outside as “RFP – UTILITY BILL PRODUCTION, PRINTING AND MAILING SERVICES” to the City Clerk’s Office. The package shall contain the following:

 Four (4) copies and one (1) electronic copy of Proposal  One (1) original copy of the Cost Proposal in a separate sealed envelope clearly marked “Sealed Cost Proposal”, and
 A signed W-9 form

Proposals must be submitted to:

City of Compton
City Clerk’s Office
Attn: RFP – UTILITY BILL PRODUCTION, PRINTING AND MAILING SERVICES 205 South Willowbrook Avenue
Compton, CA 90220

The proposal shall be delivered to the above address on or before 4:00 p.m. on Thursday, April 3, 2025.

7. STAFF CONTACT
For inquiries, please contact Jose Garfias, Interim Water Department General Manager at 310 - 605-5555.

Sincerely,

JOSE GARFIAS

INTERIM WATER DEPARTMENT GENERAL MANAGER

Attachments:
 Sample Water Billing Statements
 Exhibit “A” - Per Unit Cost Itemization Chart

13 InfoSend, Inc. Response to:

City of Compton
Request for Proposals
Utility Bill Production, Printing and Mailing Services

Due: April 3, 2025

Time: 4:00 PM

Provided By: Glen Everroad
Government Solutions
O: 800.955.9330
M: 949.874.4786
[email protected]

14 Table of Contents
Cover Letter _____________________________________________________________________________ 3 A. Company Overview _____________________________________________________________________ 5 B. Scope of Work _________________________________________________________________________ 8 C. Solution Implementation Methodology and Support: __________________________________________ 44 D. Cost ________________________________________________________________________________ 60 W-9 __________________________________________________________________________________ 61

15 Cover Letter
April 3, 2025

City of Compton
City Clerk’s Office
Attn: RFP – UTILITY BILL PRODUCTION, PRINTING AND MAILING SERVICES 205 South Willowbrook Avenue
Compton, CA 90220
To the Review Team:

InfoSend, Inc. has proudly served the City of Compton as its vendor for utility billing printing services since 2008.

We are pleased to present this response to the above referenced Request for Proposals and hope that we can continue to serve the City of Compton and its residents.

InfoSend, Inc., founded in 1996, is a privately held California corporation with a mission to provide the best possible Customer Communications Management (CCM) platform while still maintaining a client -focused company culture. Now delivering more than 250 million print and electronic documents annually across multiple channels, InfoSend proudly maintains an industry best client retention and satisfaction rate.

InfoSend has never sought investment of any kind from any Private Equity or Venture Capital firm. InfoSen d’s startup capital was provided by its CEO and all subsequent growth has been funded via bank loans and the company’s own profits. This continuity of ownership has provided our clients with a uniquely stable partner. Our priority for over 29 years has bee n to provide high quality service and support that leads to long -term client relationships. Many firms in our industry purchase market share by offering services at or just above cost only to then sell to an investment firm. InfoSend has taken the opposite approach. We bid attractive yet sustainable fees in exchange for high quality services with a low risk of change in ownership and the service degradations that often result when new owners slash costs to create a return on their investment.

InfoSend provides a comprehensive outsourced bill printing, mailing, and eBilling/payments setup to over 800 clients nationwide. InfoSend’s team is confident that our offering and benefits presented herein will provide the City of Compton and its customers with the greatest value in the market today. InfoSend meets or exceeds the requirements specified in the scope of work, and additional to quoting services pertaining to the requirements we have also included supplemental information about ou r processing setup, data security, and bill print/mail solution. InfoSend has five production facilities strategically positioned across the country. We would be honored to continue to provide the City of Compton’s print and mail services from our Anaheim, California facility without the use of subcontractors for any portion of the production, including disaster recovery.

Key Advantages of InfoSend
• Company culture prioritizes client satisfaction, leading to industry best client retention and satisfaction rate. • Seventeen years of proven experience in producing the City of Compton’s utility documents. • Currently implemented, eliminating the cost and risk of implementing with an unknown provider. • Over 220 employees across multiple states, with high employee retention ensuring clients are handled with consistent knowledge and care.
• Wholly owned and operated out of 5 regional production facilities. We never use subcontractors to sub excess printing volume or disaster recovery services out to other vendors. • InfoSend’s Anaheim production facility is just 25 miles from the City, ensuring the fastest USPS delivery times. • Specializes in supporting 650+ utility clients nationwide, out of our 800+ clients. • InfoSend is CIS agnostic and has interfaced with more than 50 different CIS platforms • 29+ years of expertise working with the USPS, guaranteeing the lowest cost presort and most efficient setup, never marking up postage from USPS rates.
• Excellent account management tools and personnel with continued attention to cost savings. 16 • No need to order preprinted stock, due to our full color duplex variable printing capabilities and customer targeted messaging.
• We manufacture our own #10 outgoing and #9 return envelopes, eliminating middlemen price spikes and reducing supply chain issues.
• Capacity to handle both high-volume and low-volume, specialized print and mailing requests with fast turn-around times.
• PCI DSS Level 1 Compliant and SOC 2 Type I & II Audited as well as other regulatory compliance.

Summary
The InfoSend solution is a complete, proven technology practice that includes print/finish/mail services, and an enhanced print and delivery process. InfoSend provides unparalleled technical support, based on our proven experience and significant investment in staff and R&D roadmap. We believe that efficiencies can be improved by introducing new thoughts and ideas. We are proud to say that in 29+ years we have never had a public agency client discontinue services with InfoSend due to programming, production, quality, customer service, or operational issues. We think that makes us pretty unique in our industry.

InfoSend's Customer Communications Management (CCM) platform distributes critical documents across multiple channels, including InfoSend's own manufacturing envi ronments in Texas, California, Illinois, Florida, and Massachusetts for Data Processing, Printing and Mailing (DPPM). InfoSend's hosted Electronic Billing, Presentment and Payment (EBPP) applications drive the customer remittance process with web, IVR, SMS and Bank BillPay payments. The cloud -based, Software as a Service (SaaS) approach allows InfoSend to refine offerings without client -side installed software or maintenance, as well as providing for flexible integrations to existing systems or vendors.

InfoSend is proud to be the City's chosen vendor for annual utility billing services for the last several years. In an effort to continue our successful partnership, InfoSend respectfully submits our response.

Thank you for the opportunity.

Russ Rezai Glen Everroad
President Government Solutions [email protected] [email protected]
Office: 714.993.2690 Office: 800.955.9330 Mobile: 949.874.4786

17 A. Company Overview
A brief outline of the vendor company and services offered, including:

Full legal name of the business
InfoSend, Inc.

The year the business was established
InfoSend, Inc., was founded in 1996.

Number of people currently employed
InfoSend currently has 220 employees.

Get to Know InfoSend Highlights
• Privately held corporation, founded in 1996 and headquartered in Anaheim, CA. • Provider of Customer Engagement solutions to distribute critical communications and receive payments from customers across multiple channels.
• Company culture and business practice prioritizes client satisfaction, leading to industry best client retention and satisfaction rate.
• Utilizes a Software as a Service (SaaS) approach.
• Customer Communications Management (CCM) solutions, with secure and owned Print and Mail manufacturing environments in CA, TX, IL, FL and MA.
• Electronic Billing, Payment and Presentment (EBPP) solutions, with paperless billing, web, IVR, SMS and Bank BillPay payments.
• More than 250 million print and electronic documents distributed annually. • Over 220 employees across multiple states, with high employee retention ensuring clients are handled with knowledge and care.

A list of clients with similar needs using the same or comparable software InfoSend currently serves more than 650 utility clients, 52 of which, including the City of Compton, are providing data from the Springbrook CIS software for processing. Thirty-seven of our Springbrook clients are California public utilities and include the cities of: Arcata, Crescent City, Dixon, Fillmore, Los Banos, Newm an, San Luis Obispo, Seal Beach, Sonoma, Tustin, and municipal water districts: Atascadero Mutual Water District, Beaumont Cherry Valley WD, Crescenta Valley WD, Fallbrook Public Utility District, Hi -Desert WD, Humboldt Community Services WD, Mammoth Community WD, North Tahoe Public Utility District.

Evidence of successful completion of the services requested within this RFP of similar size and complexity.

As the City’s current utility billing partner for the past 17 years , we have successfully provided t he City with everything required to provide the services stated within this RFP. We are confident that we will be able to meet or exceed this level of service going forward.

InfoSend has provided full-service business process outsourcing services since 1996, handling the processing and distribution of critical documents in the hundreds of millions annually for industries throughout the United States, including more than 650 utilities. Integrity is at the core of InfoSend, with a stated goal to retain and provide complete satisfaction for each client. InfoSend’s company culture and business practice prioritizes client satisfaction, leading to an industry-best client retention and satisfaction rate of over 98.5% in 29+ years of business. InfoSend is capable and eager to meet the requirements as laid out in this proposal.

18 References: Contact information for three (3) references (if possible) that received that requested services in similar size, application, and scope, along with a brief description of their implementation.

InfoSend has proudly served the City of Compton for 17 years. While we believe this to be the best possible reference for the City, we also list below five additional clients similarly utilizing Springbrook software:

Soquel Creek Water District 831.475.8500
5180 Soquel Dr. Valerie Spaugh, Customer Service Supervisor Soquel, CA 95073 [email protected]
• Contracted Since: 2013
• Billing System: Springbrook/Accela
• Volume: Approximately 14,000 Mail Pieces Monthly
• InfoSend Products Used: Data Processing Print and Mail, Print Image Archiving The Soquel Creek Water District transmits PDF data from its Springbrook Software billing system and processes Statements and Reminder notices created with Springbrook templates through InfoSend on a weekly basis. The Districts’ statements are printed onto standard stock using highlight color printing. "We have always been happy to point people in your direction. The service and cost cannot be beat. Since going with Invoice Cloud, it easy for customers to view their bills without the hassle of having to upload them.

You guys are doing a great job!"

City of Lincoln, CA (916)645-3314
600 6th Street Andrea Ejiasa - Customer Service Supervisor Lincoln, CA 95648 [email protected]
• Contracted Since: 2023
• Billing System: Springbrook
• Volume: Approximately: 19,500 Mail Pieces Monthly
• InfoSend Products Used: Data Processing Print and Mail

Beaumont Cherry Valley Water District 951.845.9581
560 Magnolia Ave Sandra Delgadillo, Customer Service Manager Beaumont, CA 92223 [email protected]
• Contracted Since: 2014
• Billing System: Springbrook
• Volume: 12,000 documents monthly
• InfoSend Products Used: Data Processing Print and Mail, Electronic Presentment and Payment

19 City of Sonoma, CA 707.933.2237
No. 1 The Plaza Monique Saviez
Sonoma, CA 95476 [email protected]
• Contracted Since: 2006
• Billing System: Springbrook/Accela
• Volume: Approximately 4,000 Mail Pieces Monthly
• InfoSend Products Used: Data Processing Print and Mail, Online Payment Portal, Electronic Bill Presentment and Payment
The City transmits raw data and PDF data from its Springbrook Software billing system and processes Statements and Reminder notices created with Springbrook templates through InfoSend on a monthly basis.

The City’s statements are printed onto standard stock using color printing.

South Tahoe PUD 530.543.6281
1275 Meadow Crest Drive Chris Skelly
South Lake Tahoe, CA 96150 [email protected]
• Contracted Since: 2008
• Billing System: Springbrook/Accela
• Volume: Approximately 17,000 Mail Pieces Monthly
• InfoSend Products Used: Data Processing Print and Mail, Online Payment Portal, Electronic Bill Presentment and Payment, QuickPay

20 B. Scope of Work
The proposal shall define your approach to provide services consistent with and incorporate elements outlined in Section 2. Scope of Services.

Please find below line-by-line responses to each item outlined in Section 2. Scope of Services.

InfoSend serves more than 650 utility clients (70+% of our clients) with document printing and mailing services, the vast majority of which are public agencies.

We have provided these services as a full-service provider continuously for over 29 years, since our inception in 1996. InfoSend has continuously provided utility bill printing and mailing services for the City of Compton Water Department for nearly 17 years.

Within our response, you’ll find proof of InfoSend’s capabilities, qualifications, and experience. By once again selecting InfoSend, the City of Compton will find a trusted partner with a focus in customer service and client satisfaction. The commitment to evolving our services ensures that a continued partnership with InfoSend will help the City of Compton evolve with the continually changing landscape of consumer communication, interaction, and payments.

B. The average monthly total of bills to be printed and mailed and/or emailed out is approximately 20,000.

Billing data files will be submitted at the discretion of the City, several times throughout the month.

InfoSend accepts, fully supports and has satisfied the City's print and mail volume specifications provided above.

For the last several years, InfoSend has consistently met the City’s preferred mail turnaround time and delivery schedule. We commit to continue to serve the City with the same level of excellence going forward.

C. The selected Vendor shall enter into an Agreement with the City for three (3) fiscal years (2025-2026, 2026-2027 and 2027-2028) with the option of an additional two (2) one-year extensions, which are subject to acceptable performance and cost.

InfoSend accepts the City's contract term provisions.

InfoSend has been in continuous business and under the same principal ownership for over 29 years. We have hundreds of clients in the government utility sector, ranging from cities to counties to water and tax districts.

E. The selected Vendor must be able to accept files in at least one of the following formats: .xml, .txt, .pcl, .afp, .pdf. The files will be sent to the Vendor’s secure ftp site. Files received from the City are to be processed through a customer program to format into two print ready files; a statement file and a past- due notice letter file. Statement files are also flagged for select inserts as required by the City. When files are processed, they are encoded to use specific forms with multiple fonts, based on criteria in the data. Acceptable files should be flat files and pdf files for printing. Once files have been submitted by the City, the Vendor should have samples of bills for the City to review and approve prior to printing.

InfoSend can accept and process all files in the formats described above. The City can access our secure FTP site 24/7 and we have the capability to perform the above programming, including readying data into the two requested print-ready files and select inserts.
21 Once files are submitted, we will send the City a File Acknowledgement Report confirming receipt of the files, and, upon processing, a Process Summary Report that contains images of all processed documents and a cover sheet summarizing key information. Both of these reports are described and shown in further detail below.

File Transfer Acknowledgement Report
Upon client upload of a data file for processing, InfoSend will send the File Transfer Acknowledgement Report as certification of receipt of the file. The File Transfer Acknowledgement Report provides information about the file name, byte size, page/record count and file receipt date. This report is posted to InfoSend’s secure web portal for viewing and is also commonly emailed to designated client staff members.

Process Summary Report
The Process Summary Report is a detailed PDF document that summarizes key data points contained within a document run batch. If a client chooses to review sample files prior to printing, the Process Summary Report will be included as a cover page within each set of samples. It is also posted to InfoSend’s “Reports” tab of the web portal in PDF form. The Process Summary Report details important information such as data files that were included within the job, document details such as page count and batch amount if documents are bills, print output information, suppressions, inserts included, and USPS presort counts and estimated postage.

Sample Approval
This optional workflow allows clients to download a sample of the output, with an included Process Summary report of the input/output counts, Inserts to be included, suppressions and a postage estimate. The sample file can contain the entire output or a subset based on client criteria. Upon approval, the sample output is released for production and distribution by InfoSend.
22 F. In providing this service, the following shall be applicable: the selected Vendor must assure the City of Compton of confidentiality in handling customer information. Discarded billing statements must be shredded in a crosscut or confetti manner and properly disposed of in a private dumpster or refuse receptacle. Under no circumstances shall customer data be discarded in an un-shredded condition or discarded in a public dumpster or refuse receptacle. Vendor must be SSAE18 audited with either a SOC1 Type II or SOC2 Type II report. Vendor will provide details on the audit in response, including name of the auditor and most recent report date. Vendor must have a comprehensive Information Security policy and complete set of procedures. Vendor must provide details on policies and procedures in the response.

InfoSend supports this requirement and contracts with an offsite shredding company for all waste containing customer information.

InfoSend Security Procedures Highlights
• InfoSend employs industry best practices while complying with numerous regulatory requirements for protecting client data.
• Compliant and/or audited by third parties for PCI-DSS Level 1, HIPAA, SSAE18, GLBA and FACTA. • All Facility Physical Premises Secured
• Secure Encrypted Data Transfer and Storage Practices
• Secure Segmentation Client Data
• Secure Disposal of Client Data
• Firewalls and Web Application Security
• Background Checks and Drug Tests for All New Employees • Annual Security Policy and Awareness Training for Employees • Formal Suspected Breach Escalation, Review and Notification Process InfoSend Security Procedures
InfoSend's Customer Communications Management (CCM) platform is responsible for processing and distributing consumer communications. As such, physical infrastructure, data and computing environment security and safety are paramount to protecting consumer information on behalf of clients. InfoSend’s systems, security processes, and practices are currently subject to the rules and regulations of multiple laws and/or audit types.

InfoSend approaches the risk of data breach via the following methodologies:

1. All Facility Physical Premises Secured: All InfoSend facilities are locked and protected at all times, with access requiring security authorization by InfoSend. InfoSend employees have issued I.D. cards that must be worn at all times. Guests are strictly monitored and chaperoned.

2. Secure Encrypted Data Transfer and Storage Practices: All data files can be PGP encrypted during transfer, and all web traffic utilizes HTTPS, ensuring secure communications both ways. Data is stored with both encryptions at rest and extensive compensating controls.

3. Secure Segmentation and Disposal of Client Data: Data is segmented between each InfoSend customer to ensure no commingling or erroneous joining can occur. All programs and workflows are custom-tailored to the client, ensuring program failure and employee notification in the event data is somehow manually entered into a workflow.
23 4. Secure Disposal of Client Data: All client data, whether digital or printed is disposed of securely with degaussing and shredding required.

5. Firewalls and Web Application Security: InfoSend limits traffic to and from each facility to business essentials, and employs numerous technologies to detect and thwart intrusion attempts. InfoSend regularly undergoes penetration tests with outside vendors.

6. Background Checks and Drug Tests for All New Employees: All InfoSend employee identities are verified and checked for criminal history before acceptance. In addition, employees are administered and must pass a drug test before hiring.

7. Annual Security Policy and Awareness Training for Employees: All InfoSend employees are given training on security procedures and risks at least annually, ensuring awareness and compliance.

8. Formal Suspected Breach Escalation, Review and Notification Process: All employees are trained to report and escalate suspected breaches or breach attempts to their manager immediately. If client data was at risk, and the breach is not ruled out after a second internal review, then the client is notified and InfoSend pledges full cooperation during the further investigation.

Physical Security Details
InfoSend facilities employ physical site security measures such as zoned and controlled access, cameras, alarms and other theft deterrents. In addition, InfoSend ensures that only approved personnel handle client information and materials. Buildings are locked at all times with approved personnel access controlled by key cards. All visitors are required to sign a visitor log, wear a visitor badge and will be escorted while in the building.

Additionally, InfoSend maintains a West Coast Headquarters and a Midwest facility for business continuity, as well as to support the growing needs of our customers. These production facilities are located in Anaheim, CA, Downers Grove, IL, Fort Worth, TX and Fort Myers, FL. Each facility operates with mirrored processes and compatible equipment. InfoSend has a tested disaster recovery plan and a secure off-site data center.

Systems Hardening
InfoSend performs the following systems hardening functions:
• System-wide security policies protect data from internal and external threats • New users must change system-generated passwords upon the first login • Real-time HTTP and HTTPS application layer security inspection • Require special characters and minimum length security passwords • Require password changes every 3 months
• Vendor-supplied default or guest accounts are protected or deleted • Start-up passwords must be created in a manner that is not predictable • Anti-virus definitions are updated automatically as they become available to protect client data from viruses, Trojan horses, worms, etc.
• Anti-virus software is installed on each Windows PC, and on the corporate mail server • Process hardening through use of SELinux
• Live log analysis and file integrity scanning
• Install and maintain the most recent service packs
• Monitor security rollout packages, install patches as needed • Remove unnecessary applications
• Remove unnecessary services and default settings
• Monitor security rollout packages, install patches as needed

24 Continuous Improvement
In an effort to continue core operations and provide the excellent support our clients rely on, InfoSend understands the importance of continued improvement of our security practices. Security is at the forefront of this improvement process. Through our extensive research and proactive measures, InfoSend clients can be assured that their data is protected and handled with the highest industry-standard measures of care.

InfoSend Regulatory Compliance
InfoSend serves clients by providing the distribution of customer correspondence via mail, Web, and other channels. Physical infrastructure, data and computing environment security and safety are of great importance.

InfoSend’s systems, security processes, and practices are currently subject to the rules and regulations of multiple laws and audit types:

Payment Card Industry Data Security Standard (PCI DSS) - InfoSend holds a PCI DSS Certificate of Compliance and undergoes an annual on-site audit by a third party auditor.

Health Insurance Portability and Accountability Act (HIPAA) - InfoSend is defined as a Business Associate and is compliant with the associated rules and regulations.

SSAE18 Auditing with SOC 1 & 2 Reporting - InfoSend's organization and systems are audited on an annual basis by an AICPA certified firm to produce SOC reports.

Gramm-Leach-Bliley Act (GLBA) - InfoSend is compliant with the associated rules and regulations that apply to providing services to clients covered by GLBA.

Fair and Accurate Credit Transactions Act of 2003 (FACTA) - InfoSend is compliant with the “Red Flags Rules” that clients covered by FACTA must follow. This includes maintaining an Identity Theft Prevention Program (ITPP).

25 26

G. The selected Vendor must provide a means for secure data transmission to and from the City of Compton, and a method to confirm receipt of any or all data transmissions. Vendor must have the ability to accept daily bill files using a HTTPS upload or a standard FTP or SFTP transmission with PGP encryption support. City must be able to log into the Vendor’s server and transmit the files 24/7.

On a 24/7 basis, data files can be sent to InfoSend via FTP or SFTP or clients can also log in to InfoSend’s secure website and upload files using the HTTPS file upload method. Optionally, and depending on client security requirements, password protected or PGP/GPG encryption can be utilized on the files. When a file is received, it is automatically time-stamped and logged in InfoSend’s Job Tracking database.

H. The selected Vendor must have the capability, staffing and resources necessary to print, fold, insert, sort and mail the bills generated each day by the following business day.

InfoSend meets and has satisfied this requirement for nearly 17 years. InfoSend’s turnaround time, from receipt of file with pre-set cut-off times, is next business day. This is a standard part of our workflow. We commit to continue to serve the City with the same level of excellence going forward.

I. The selected Vendor must employ electronic pre-sorting in order to attain postal discounts and provide for the mailing of City of Compton regular billing statements and past due notices, and special mailings at the lowest rate possible. Each statement is bar-coded prior to printing with each address CASS and PAVE certified to USPS requirements. Additionally, Delivery Point Validation (DPV) is incorporated into the process to validate that the provided address information is a physical address served by the Postal Service. Vendor must be able to optionally provide outbound USPS tracking data for individual mail pieces. Vendor must provide an interface in its online account management portal to facilitate searching for and viewing tracking data for individual mail pieces. The tracking data source must come from the USPS (IMb Tracing data).

USPS Compliance and Efficiency Highlights
• InfoSend maintains ongoing USPS regulatory compliance and cost savings on behalf of clients, standard. • Full Service with Intelligent Mail Barcode (IMb) certified, ensuring clients with qualified mailings receive lowest automated postage rate.
• Address validation applied via Coding Accuracy Support System (CASS) and Delivery Point Validation (DPV), improving the accuracy of addresses and lowering postage. • Customer Move Updates optionally applied and reported via the NCOALink database or Address Change Service (ACS).
• USPS Seamless Acceptance Provider verifying mail electronically for acceptance • Detached Mailing Unit (DMU) designation, with USPS personnel on-site at select InfoSend facilities, expediting mail entry into the USPS system and increasing overall efficiency. • Ability to "house-hold" multiple documents intended for the same customer into a single envelope to provide postage savings.

USPS Compliance and Efficiency
InfoSend's Customer Communications Management (CCM) platform allows InfoSend to distribute client output to multiple channels, including mail via USPS. InfoSend, as a mailing service provider, maintains technology and USPS compliance to ensure clients are getting the best postage rates and features from mailings.

Postage is the most expensive component of mailed document production, a very important cost consideration when selecting a document production partner and not all vendors provide the most cost-saving discounts available. InfoSend utilizes the following methods to ensure clients are mailing with optimal efficiency.

Full Service with Intelligent Mail Barcode (IMb)
In 2009 the USPS introduced the cost-saving Full-Service mailing option using the Full-Service Intelligent Mail barcode. The Full-Service option provides a number of benefits for qualifying mail pieces. One of the most 27 significant is a postage discount of $0.005 on each qualifying mail piece below the normal lowest pre-sort 5-digit postage rate. InfoSend, by default, will implement the Full-Service Intelligent Mail barcode within client documents produced, saving clients many thousands of dollars in postage costs.

Coding Accuracy Support System (CASS)
InfoSend processes each client file through United States Postal Service (USPS) certified and approved software to ensure the Coding Accuracy Support System (CASS) routine is run. The CASS system improves the accuracy of carrier route, 5-digit ZIP, ZIP + 4, performing Delivery Point Validation (DPV) on mail pieces, and digitally presorts the order of mail for USPS efficiency. Utilizing CASS certification allows InfoSend to obtain the maximum presort postage discounts for client mailings.

USPS Move Updates
InfoSend ensures that clients comply with the USPS Move Update requirements. Mailers must use a USPS approved method to keep client customer address database up to date to qualify for presort discounts. Per USPS requirements clients must update the addresses in the database using the information that is reported back by the USPS. Failure to update addresses within the USPS’s deadline will result in the loss of presort postage discounts.

InfoSend offers two move update services that are compliant with the USPS:

1. Address Change Service (ACS): When this option is selected the USPS forwards client mail to the new address and records the action in their database. InfoSend retrieves this information weekly and sends clients an electronic report of the forwards.

2. NCOALink Service: With this option InfoSend uses the NCOALink database to find the new addresses during data processing. The new addresses can be printed on documents before they are mailed, or printed as-is and forwarded to the new address by the USPS.

In either scenario, clients receive electronic reports of the new addresses after each batch is mailed. If a client elects to have the USPS forward the mail, the addresses must be updated within 90 days.

USPS Seamless Acceptance
InfoSend manages USPS compliance by maintaining regulatory and processing standards as a Full Service provider of the USPS, and has certified as a Seamless Acceptance provider for verifying mail electronically for acceptance. InfoSend meets all mail piece design standards for document design internally as well as maintains USPS business relationship account status with the USPS. InfoSend maintains USPS quality data compliance utilizing USPS approved CASS/Pave, presorting and move update software (Quadient) to perform address hygiene, achieves optimal postal discounts and applies move updates along with associated reporting.

Detached Mailing Unit (DMU)
InfoSend's Anaheim headquarters and Downers Grove facilities are designated as a USPS Detached Mail Unit (DMU). Having DMU status means that outbound first class mail is inspected by USPS employees located at the production facility, removing the need for mail to be inspected after delivery to the USPS. Mail that is presorted at InfoSend's facility is directly entered into the postal distribution system, expediting mail delivery times and increasing the volume of mail InfoSend can induct daily while reducing overhead.

Ongoing USPS Enhancements
As USPS requirements, customer behaviors and client needs evolve, InfoSend will enhance the service offering.

InfoSend's dedicated research and development staff stay ahead of the USPS changes and mandates, maintaining close contact with USPS representatives to ensure compliance. In addition, InfoSend's development staff meets routinely to discuss upcoming USPS enhancements, scheduling development far in advance to ensure a seamless transition for clients. Should any USPS changes, such as rate increases, require client awareness, InfoSend's Client Services department sends email notifications to clients and closely coordinates changes to output to minimize impact.

Mail Tracking: All clients using the hosted Print Image Archive from InfoSend are automatically given Mail Tracking. With Mail Tracking, the USPS data is provided via the IMb Tracing™ service, where all qualified mail 28 with an Intelligent Mail Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail to the customer. Only available with mail sent using 1st Class Postage, and not available in some cases with postcard mailings.

Example PIA Search Screen with Mail Tracking Results:

Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inboun d mail from customers utilizing an included remittance stub in the outbound mail. With Remit Tracking, clients will be able to see when a customer responded to the original mail piece, as well as get a daily report of inbound mail with an estimated value o f payment remittances based on the outbound mail, assisting with cashflow expectations.

J. The selected Vendor must at all times, maintain an adequate workforce and an adequate supply of paper, forms, envelopes, etc. to enable the execution of the work on this contract without delay due to lack of manpower, supplies or materials. Inability to perform the services required due to lack of manpower, supplies or materials may result in termination of the contract.

InfoSend has the capacity to handle both high-volume and low-volume, specialized print and mailing requests with fast turn-around times and is continuously forecasting and evaluating production capacity to make sure that we are situated to meet our clients’ needs.
29 InfoSend Reliable Production and Materials
• Standardized Environment: InfoSend's standardization in production and materials provides reliability and cost effectiveness for clients with a diverse array of needs across countless industries. • Effective Paper Stock: Standard 24 lb. blank paper utilized to strike the right balance between cost and reliability. • Customized Perforation: Multiple perforation locations are supported to ensure lockbox compatibility. • High Speed Digital Printing: Printing using laser or inkjet technology: black, grayscale, black plus one or more spot colors and full color printing are all supported.
• Effective Envelope Stock: Standard and reliable outgoing #10 and return #9 envelopes predominantly manufactured and stocked by InfoSend and have strategically placed windows which allow client logos to be visible for the customer prior to opening, as well as tinting to ensure data privacy. • Computerized Mailpiece Inserting: Documents at InfoSend are tagged and tracked through the production environment, including mailpiece integrity software which ensures accurate insertion of the printed page into the envelope prior to delivery to the USPS.
• USPS Compliance and Automation: All documents are presorted prior to induction into the mail stream to ensure the lowest possible postage rate. InfoSend's Anaheim and Downers Grove facilities are each designated as a USPS Detached Mail Unit (DMU), meaning USPS personnel are onsite authorizing mail to head straight to regional sort centers and bypass the local office.

InfoSend Service Level Agreement
InfoSend's Customer Communications Management (CCM) platform, eBusiness applications and document manufacturing environments are designed with business continuity and reliability in mind. All client contracts are backed by Service Level Agreements (SLAs) to give clients the assurance that data processing, document production and distribution, and eBusiness applications will perform accurately and on time. During its entire history in business, InfoSend has never lost a client due to failure to deliver on an SLA.

K. The selected Vendor must be capable of printing full-color duplexed statements, graphics, charts, and variable usage graphs in order to make the City of Compton statements eye- catching, easy to understand, informative and fully functional. Statement redesign services should be offered as part of the onboarding efforts.

InfoSend fully satisfies the City’s printing and statement redesign requirements.

InfoSend Document Design Services for Utilities
InfoSend’s Account Managers are trained in the use of various graphic design tools which are leveraged to create your documents. The Account Manager assigned to this project will work with the client’s project team to create outputs which meet the high standards expected by our clients. Wherever possible we will look to provide suggestions to improve the look, feel, readability, and/or response rate for your custom communications using our extensive experience in a wide-variety of industries. All of the graphic design work for your projects will be conducted in-house at InfoSend allowing for us to maintain a high level of quality and responsiveness to your requirements.

InfoSend maintains a wide array of printing and finishing equipment necessary to handle transactional and promotional document production, including:
• Grayscale and full-color laser printers
• Full-Color Inkjet printer
• High-capacity offline folding equipment
• High-capacity industrial cutting equipment
• Variable speed mail inserting equipment
• Proprietary and licensed software solutions for processing data, creating client outputs, maintaining USPS compliance
30 • Full compliance with any OCR, barcode or remittance specification, including lockbox testing with the delivery of production samples prior to Go-Live.

Often InfoSend will consult to provide clients with best practices and design options which leverage the data and printing technology to their fullest. InfoSend's design team can assist in making sure a utility statement has information hierarchy, appropriate use of color and white space, as well as innovative graphics.

Utility Bill Design Highlights
• Information hierarchy based on customer feedback, ensuring Amount Due and Due Date are very clear. Amount Due is placed strategically in multiple locations.
• Color schemes are utilized to enhance labeling of various services and/or charges. • Usage and historical information are given prime real estate. • A dynamic message area for clients to place customizable messages to all customers or customers falling under specified criteria.
• Graph done in a circular manner, utilizing multiple colors to communicate the various charges that lead to the total. • Backside of the bill utilized to communicate details of charges and payment options, labeled with different colors by channel.
• We offer multilingual support and are able to present bills in multiple languages.

InfoSend provides document composition services for hundreds of utilities nationwide. Below is an example design which is using the latest in customer insights, preferences and printed output technology.

31 Front:

32 Back:

33 L. The selected Vendor must be able to procure and warehouse any and all materials that shall be used in the execution of this agreement. The City of Compton shall not be invoiced for nor pay any reimbursement cost for paper, forms, envelopes, or other supplies and materials used by the selected Vendor to provide the services required.

InfoSend satisfies the City’s warehouse requirement at no additional charge. InfoSend will only invoice the City for materials, services and postage actually used in the production of City documents.

InfoSend Warehousing and Inventory Management Highlights • Excess warehousing capacity in all locations, with 49,000 square feet of warehouse space in Anaheim alone. • Warehouses optimally placed within facilities to ensure efficient and smooth print and mail production flow. • Dedicated warehouse personnel on staff to manage inventory and enhance client support and notification. • Strictly controlled intake procedure ensures all drop shipped or internally produced materials match expected quality and counts before storage.
• Inventory controls ensure that InfoSend staff manages client reorder points while monitoring inventory levels with daily, weekly and monthly counting cycles.

M. For mailing purposes, the selected Vendor must provide and make use of standard number ten (#10) window envelopes with interior tinting or printing for visual security. Additionally, the Vendor shall enclose in each bill one (1) number nine (#9) envelope with interior security tinting or printing as a convenience to residents and businesses for the return of payments and up to five inserts. Multiple page statements are collated then folded and machine inserted into the window envelope. Inserts are very often selectable. The City indicates which statements are to receive selected inserts. Vendor must be able to perform intelligent/selective inserting based on customer type or other parameters provided in the data. Vendor must provide the ability to print inserts, newsletters or other notices to be included with regular mailings.

InfoSend Standard #10 and #9 Envelopes
InfoSend is proposing our standard envelopes.

Our standard and reliable outgoing #10 and return #9 envelopes are predominantly manufactured and stocked by InfoSend and have strategically placed windows which allow client logos to be visible for the customer prior to opening, as well as tinting to ensure data privacy.

For all clients that use standard envelopes, InfoSend’s standard double window #10 and single window #9 envelopes are sustainably produced and are provided at no additional cost to clients. The Sustainable Forestry Initiative ensures materials are sourced from sustainably managed forests. Please visit www.sfiprogram.org for more information.*
InfoSend, by default, will implement the Full-Service Intelligent Mail barcode within client documents produced, saving clients many thousands of dollars in postage costs.

34 Standard #10 Envelope
Outside:

Inside:

35 Standard #9 Envelope
Outside:

Inside:

InfoSend Direct Communication Service Highlights
• Single Source Production: InfoSend produced one-time or recurring print runs for special outbound customer communications; avoid juggling vendors and excessive drop shipping costs by producing content with InfoSend. • High Quality Output Range: Support for low cost black and white through full color communications on uncoated or glossy paper stock. Communication can be:
o Buck Slips
o Postcards
o Letters
o Flyers
o Folded Brochures
36 • Online Management & Excellent Customer Service: Dedicated online web request tools and support personnel that provide quotes for any required services, from artwork design through fulfillment. • Selective Inserting: Support for inserting materials within existing customer transactional document, with the capability to selectively insert for specific customers based on client criteria. • Inline and Electronic Inserting: Support for printing marketing materials on the fly, "inline" with customer transactional billing document, as well as show with electronic images produced by InfoSend, for just-in-time manufacturing and reduced postage costs.
• Envelope Messaging: Ability to apply special messages that show through windows or directly on the envelope to ensure customer visibility.

InfoSend Direct Communication Service
InfoSend's Direct Communications Service allows clients to reach their customers with impactful messaging campaigns, leveraging InfoSend's expertise as document production and mailing specialists. With the same emphasis on excellent customer service as InfoSend's core services, InfoSend's Direct Communications (DC) Team provide a comprehensive source to design, develop and send information to your customers in just the right format. The DC Team helps clients avoid juggling vendors and excessive drop shipping costs by producing their content "in house" with InfoSend.

With online tools to request and track production, InfoSend is able to produce an array of communication types, with a range low cost black and white through full color on glossy stock:
• Buckslips
• Postcards
• Letters
• Flyers
• Folded Brochures
• Envelope Graphics
Communications produced by InfoSend leverage InfoSend's Customer Communications Management (CCM) platform to ensure the message is delivered to the right customers on-time and in the desired channels.

Communications can be inserted with existing client mailings performed by InfoSend, or printed "inline" with the existing document as an additional page. The communication can also be inserted "selectively", allowing clients to target specific customers.

All mailings and communications can include graphical messaging on the mailed envelope as well, allowing clients to communicate to customers even before the mail pieces is opened.

N. As a cost-savings measure the selected Vendor must have the ability to exclude the return envelope in the mailings to customers who usually pay via bank draft, online or in person, or upon request by the City.

As the City's current vendor, InfoSend has established business logic rule sets for "selective" inclusion or suppression of messages or materials such as inserts or return envelopes based on the City's requirements, saving the City the cost of unnecessary return envelopes.

O. The selected Vendor must provide all prices in per-unit fees that shall be all-inclusive and cover the costs of any and all services rendered by the Vendor, with the exception of the cost of postage. The per- unit fee applicable to each bill or each insert printed must include the total cost associated with providing the service to the City of Compton. These costs shall include, but not be limited to, any and all costs associated with staffing, software, hardware, printing equipment, printing supplies, mailing materials, etc., necessary to perform the services stipulate. The per-unit price must be all-inclusive and there shall be no additional charges for a jammed, wasted, or obsolete materials or any other form of overheard associates with this agreement.

We have included pricing as described above. Please refer to our cost proposal submitted. 37 P. The selected Vendor must have a disaster recovery plan, which includes backup power, offsite data centers, redundancy of equipment and a formal disaster recovery plan to process City documents if main facility becomes inoperable. Vendor must own and operate at least one disaster recovery facility that must be located in a geographically diverse location from the main production site.

InfoSend Business Continuity: Risk Mitigation and Disaster Recovery Highlights InfoSend approaches the risk of technology failure or operational interruption via the following methodologies:
• Operations run under capacity for Data Center, Equipment and Labor Force potential • Specific pandemic protocols to prevent labor shortages and protect employees • Operational and Procedural Documentation
• Redundant Communication Lines
• Server Virtualization Used
• Multiple Forms of Data Redundancy: RAID, SAN, VPN Data Sync and Off-Site Hard Drive Backup • Automated Alerts and 24/7 Employee Coverage
• Disaster Recovery Plan and Preparedness
InfoSend Business Continuity: Risk Mitigation and Disaster Recovery InfoSend understands the importance of business continuity. InfoSend’s organization and systems are designed to ensure risk mitigation and resilient disaster response in the event of unforeseen events. InfoSend uses its multiple, geographically distinct facilities to ensure regional events do not affect InfoSend operations.

Hundreds of clients depend on our platforms and staff to provide business-critical services. Our excellent client retention track record speaks to our system reliability and high-quality processing. While InfoSend has never had to implement a disaster recovery plan in a live environment, a great importance is placed on maintaining and testing a successful disaster recovery strategy. InfoSend's knowledge of a strong disaster recovery strategy comes from testing, consultation with IT experts, and from years of research.

InfoSend's approaches business continuity through:

A. Risk Mitigation
B. Disaster Recovery Plan
A. Risk Mitigation
InfoSend has designed the organization and systems to mitigate various risks that could impact or completely disable national or regional operations. By building resiliency at the local level, InfoSend ensures highly available and secure operations at each facility and system-wide. Risk is mitigated through:
• Organizational Design
• Data Center Design
• Data Backup Design
• Network Security
• Labor Management
• Client Material Redundancy
• Equipment Mirroring
• Facility Mirroring

38 Organizational Design

1. Operations Run Under Capacity: This ensures that each local facility can endure well above normal interruptions in labor force or fulfillment equipment availability. Employees in critical roles are cross- trained to provide coverage of any specialized work.

2. Operational and Procedural Documentation: All systems and practices are documented both for internal training and reference, as well as to meet outside audit requirements in order to maintain compliances such as PCI-DSS Level 1 and HIPAA.

3. Redundant Communication Lines: InfoSend’s headquarters utilize both wired and wireless lines, with seamless failover should an Internet provider have an outage.

4. Server Virtualization Used: InfoSend fully leverages server virtualization technology, ensuring any critical processes can be hardware agnostic and quickly cut over to other available hardware resources in the event of a failure.

5. Multiple Forms of Data Redundancy: RAID, SAN, VPN Data Sync and Off-Site Hard Drive Backup.

InfoSend utilizes a combination of these methods to ensure real-time accuracy, redundancy and disaster- proof availability of data.

6. Automated System Alerts and 24/7 Employee Coverage: InfoSend ensures that all systems are automatically monitored and reported on, with failures triggering emails and text messages to employee phones. Multiple employees are cross-trained in systems engineering and administration for around the clock coverage across all facilities.

7. Disaster Recovery Plan and Preparedness: In the event of severe labor interruptions or physical premises becoming incapable of production due to external causes, InfoSend will utilize its Disaster Recovery site to continue operations.

Data Center Design
• Redundant data centers; system architecture uses industry-standard security practices and a multi-layered security approach
• Redundancy for all critical servers, switches, etc. Virtualization used to provide automatic backup and restoration of live operating systems
• Highly scalable; system scales horizontally so that additional processing power can be added quickly. Load balancing for high availability
• Multiple methods of secure data transmission with firewall failover are available to ensure that client data reaches InfoSend securely, quickly, and in whole
• Each InfoSend facility has high speed Internet connections with a minimum of 10mb of bandwidth. Both the primary data center facility (corporate H.Q.) and DR data center use a fiber optic Internet connection from AT&T with a minimum of 100mb of bandwidth. The primary data center also has a backup wireless Internet connection from a different provider.
• UPS systems for battery backup and 600KW backup generator to power data center automatically in the event of grid failure
• Large secure storage array; all network storage uses RAID and SAN technology • Backup copies of all data files are made before processing; data is backed up to external hard drives, stored in a fireproof safe, and picked up by an enterprise media vaulting service provider • System and facility capacity and responsiveness are constantly monitored with Icinga protocol; alerts sent to internal systems administration staff when potential issues arise • The system is scaled to prepare for upcoming volume increases. • InfoSend's security and compliance procedures ensure infrastructure is constantly improved and evolved.

39 Data Backup Design
InfoSend utilizes a secure VPN to ensure the primary data center is continually syncing data to the disaster recovery site. Server virtualization technology is also leveraged to ensure applications are hardware agnostic and can be configured and run at any of the InfoSend sites with little to no cutover time. All data is committed to encrypted media backup and routinely taken offsite to a secure location.

Four separate backup methods are in place to protect data and assure systems are fully restored after a disaster of any type:

1. All servers are duplicated at the Disaster Recovery Facility. Data is automatically synced between the main facility and the Disaster Recovery Facility over a secure VPN.

2. Server data is backed up to secure encrypted media that are both stored in fireproof safes and taken off- site routinely.

3. The RAID system is used on all servers to ensure that data remains available in the event of a hard disk failure.

4. Network SAN systems are used that expand upon RAID by duplicating the entire network storage system to a redundant node with its own RAID.

Network Security
• HTTPS encryption on all web server connections, server authentication • Client authentication for TCP/IP connections
• Firewalls blocking all traffic unless expressly permitted, no direct connections to the LAN • Only authenticated users of InfoSend’s intranet can access the LAN locally or remotely (via the VPN), two-factor authentication required for VPN access
• System attack attempts are monitored and directly reported to system administrators • Limited access points due to tiered permission levels for InfoSend's CRM system, client data access points, storage drives, and networks. Each access point is guarded by separate firewalls. • Separation of firewalls and networks in order to isolate production network. Enterprise-class firewalls are used to safeguard data, using a combination of the layer-3, layer-4, and layer-7 security technologies. • Perimeter network security data/protection. HTTP, FTP, and SFTP networks located within networks behind secured servers
• HTTP, FTP, and SFTP set application protocols and application filtering • Continuous monitoring of web applications by InfoSend’s system administrators, with automated notifications, enable in the case of threat detection or web vulnerability • Static and dynamic packet filtering
• Scheduled testing of InfoSend’s systems
• Meets rigorous audit requirements
• Notifications from McAfee, CERN, etc.
• Data transmission through HTTPS web uploads or FTP/SFTP with PGP encryption • VPN system hardening
• External third-party security monitoring alerts InfoSend if there is a potential security risk Labor Management
InfoSend’s employees are cross-trained and can manage tasks that span the entire production process.

InfoSend employs more production staff than is required to handle spikes in volume and/or employees being unavailable for any reason. At InfoSend’s current size and capacity, operations can run normally with the absence of key personnel with no effect on production.
40 During periods of pandemic-related labor shortages and/or outbreaks, InfoSend has deployed the following strategies:
• Require face coverings in all common areas
• Distance production staff and equipment by at least 6 feet, following social distancing protocols • Enable remote working arrangements for workers who can perform their duties remotely by providing necessary equipment and secure remote access as needed
• Facility mirroring at InfoSend's 5 nationwide locations allows InfoSend to load balance client production across facilities should a localized shut-down result in sudden impacts Client Materials Redundancy
• InfoSend’s standard envelopes are stored at each facility. • InfoSend manufactures its own envelopes as well as purchases from suppliers to ensure ample inventory. • InfoSend’s standard forms (including the blank white form with a perforation) are stored at each facility. • All paper materials required for mail piece production are sourced from American paper mills to avoid global supply chain disruption.
• The custom pre-printed form elements (e.g. logo, statement backer) can also be printed on white paper if a client's custom forms are not available.

Equipment Mirroring
• Intelligent mail inserters (with mail piece integrity) are actively in use at all facilities. • Each facility uses multiple printing and inserting production lines, each that operate independently of the others in the case of equipment maintenance or downtime.
• InfoSend’s Job Tracking application logs where each batch is produced and can redirect individual jobs to other facilities on the fly if needed.

Facility Mirroring
• InfoSend owns and operates facilities in 5 different states: California, Texas, Illinois, Florida and Massachusetts (affiliate). By not relying on third party contracts for DR capacity InfoSend has true Disaster Recovery. • Large clients can opt to have their jobs split from two facilities on a normal day to day basis. This ensures that DR capabilities are continually tested.
• All facilities utilize inkjet printing onto white paper and stock standard envelopes (see above sections).

B. Disaster Recovery
Should one of InfoSend’s facilities operations become partially or fully disabled, then the InfoSend Disaster Recovery (DR) Plan is enacted. The DR Plan requires the following steps be followed:

1. Detection: The InfoSend Emergency Management Team (EMT) is notified and assembled to evaluate the degraded operations.

2. Assessment: An Assessment Checklist is completed to assess and assign a DR Response Level.

3. Response/ Facility Failover Checklist: Upon completion of the assessment, InfoSend immediately begins the DR Response Checklist according to the Disaster Level.

4. Notification: Notifications are provided both internally to staff and externally to clients according to the Response Level, including details on service impacts and timelines for resolution.

5. Recovery: InfoSend ensures the completion of the DR Checklist and measures to ensure normal operations have resumed.

6. Facility Restoration: Repairs begin immediately upon resumption of normal operations, and eventual service restoration to the regional facility is planned.

41 InfoSend Corporation Disaster Levels and Definitions Level Extent of Damage? Recovery Point
Objective (RPO)
Return To
Operations
(RTO)
Loss of
Function
Level 1 • No critical damage to the location
• Primary facility and all operations will
become accessible in 6-hour
timeframe
• Limited damage to equipment
• Equipment damage could include
hardware, software, mechanical
and/or electrical
• Data and print operations can be
continued at the site and repairs
started immediately
N/A 2 to 6 hours None to
Minimal
Level 2 • Some damage to the location
• Facility is accessible but cannot be
fully occupied
• Some of the equipment must be
replaced
• Data and print operations can
resume within 4 business days
N/A 6 to 96 hours Minimal to
Moderate
Level 3 • Heavy damage to the location
• Facility is inaccessible or completely
destroyed
• Some or all equipment must be
replaced
• Data and print operations can be
restored within 7 business days
6 to 12 Hours 24 hours + Moderate to
Complete

Maximum Acceptable Outages (MPO) for critical services:
• Provide limited replacement of lost functions within 24 hours • Recover to normal operation within 7 days
Testing and Documentation
InfoSend’s disaster recovery procedures are continuously improved. Documentation is regularly updated as necessitated by new requirements or changes to internal procedure or systems engineering.

InfoSend tests the DR Plan annually with executive management review and approval. 42 Q. The selected vendor must offer a return mail service to assist with the handling of return mail. This service should include detailed reporting; which is available on demand through an online portal.

Return Mail Processing Service
InfoSend's Return Mail Processing Service provides clients with the option to not receive and process mail physically returned by the USPS. By having InfoSend handle the processing and reporting of returned mail, client staff time is freed for more valuable duties.

The process for InfoSend's Return Mail Processing Service is simple. • InfoSend receives electronic return records form USPS when Undeliverable-As-Addressed (UAA) mail is processed and detected at USPS sorting centers.
• This information is matched with the original mailing, and is used to generate a detailed report of the returned pieces, including the reported reason for return. All UAA mail detected by USPS is destroyed at the processing facility.
• The electronic process form USPS catches the vast majority of the pieces, USPS does not guarantee that it will catch 100% of UAA records. For this reason, InfoSend also offers a service to process the physical returned mail. • When using the physical return mail service, InfoSend will send the mail with the return address replaced with a USPS PO Box that is managed by InfoSend.
• This PO Box is checked on a regular basis, and any return mail is brought back to our facility and scanned and processed for reporting. These scanned pieces are matched to the original mailing records, and included in the return mail report which contains the USPS electronic returns. • This allows us to provide all return mail information in a single report, as it becomes available through either USPS reporting, or the return of the physical mail pieces.

Immediate return on investment (ROI) is available to any client utilizing this service, as the headache of receiving and opening returned mail is handled expertly by InfoSend in an efficient and cost-effective manner.

InfoSend fully complies and currently provides the City with these services. InfoSend routinely provides for "householding" or combining multiple bills into one mailing package. InfoSend currently provides full service with Intelligent Mail Barcode (IMb) certified, ensuring clients with qualified mailings receive lowest automated postage rate.

As for an online portal, InfoSend provides a secure, hosted, infosend.com website that allows clients to administer their InfoSend applications, as well as user roles and permissions from any modern web browser 24/7. The portal allows File Submission and Job Tracking: providing transparency into each file received as it progresses through data processing and manufacturing by InfoSend. Also allows clients to securely upload files via the web.

S. The selected Vendor must have page level tracking in the production environment with a closed loop quality system. This system must identify suspect mail pieces and out sort any document that is not successfully scanned at insert. Any suspect documents should be automatically repaired and require no human intervention. A mail run data file should be employed to provide the job instructions to production equipment.

InfoSend Quality Control Highlights
• Company culture demands client satisfaction with over 99.99966% accuracy on an annual output in the tens of millions.
• Systems, personnel, and equipment are organized around well-defined processes that control and report the accuracy of work performed.
• Comprehensive Quality Control (QC) built into Data Processing platform, ensuring client output is verified prior to entering manufacturing environment.
43 • Unique QC process involving dedicated personnel and procedures executed after printing and before release to mailing department, customized specifically to each client's output during implementation. • Automated 2D Barcode Accuracy System utilized, providing individual document tracking and alerting to address errors (damaged or missing documents) real-time during fulfillment. • Dedicated Quality Assurance Team that performs Root Cause Analysis, coordinates remediation and plans continual process improvements.

InfoSend Quality Control
InfoSend has been in business since 1996, with the founders starting the business with the assertion that comprehensive process controls, quality and customer service can make a difference to organizations sending critical documents. Anyone can process and output a document using standard technology, but to do it well and defect-free requires well-designed technology and controls. InfoSend's strength is in its well-designed tools, procedure, people and culture that demand high volume output with over 99.99966% accuracy.

InfoSend's document output platform and manufacturing operations have been designed using Six Sigma guidelines for engineering the solution and service. InfoSend strives to achieve stable and predictable results while continually sustaining quality improvements across the entire organization. InfoSend seeks continuous improvement of the business process using the DMAIC methodology:

D - Define a problem or improvement opportunity.

M - Measure process performance.

A - Analyze the process to determine the root causes of poor performance; determine whether the process can be improved or should be redesigned.

I - Improve the process by attacking root causes.

C - Control the improved process to hold the gains.

Whenever defects which are not detected and remedied as part of standard procedure, the issue is logged and escalated to a Quality Assurance Team which will perform Root Cause Analysis (RCA), perform remediation and present a report to Executive Management.

Quality Control for Data Processing, Print, and Mail
InfoSend's Quality Control for Data Processing, Print and Mail are designed according to the following workflow, ensuring checks and balances throughout the process to eliminate the cause of defects in client output:

1. Client Data Transfer, Format Integrity and Job Code Assignment

2. Document Composition, Address Integrity and Sequencing

3. Print Operator Checks

4. Data/Print Quality Control & Staging

5. Manual Fulfillment

6. Bulk Mail Insertion and Checks

7. Daily SLA Checks
Automated 2D Barcode Accuracy System
InfoSend leverages an automated 2D barcode system, which ensures manufacturing accuracy of client output.

Key Components include:
2D Barcode Scanner
44 2D Barcode System Monitor

Printing
Each document is printed with a unique 2D barcode on the address block, and this barcode is stored in the InfoSend database.

Scanning
A scanner checks every document as they are inserted on InfoSend inserting equipment. The envelope window is scanned and the documents are reconciled in real time with the original document print stream database, ensuring each mail pieces is accounted for.

Reconciling
The 2D barcode monitor provides real-time alerts for any out-of-sequence, missing, duplicate, misread or invalid document discrepancies during production. If a document is missing or jammed, it will be reproduced. The machine operator must signal a supervisor every single time there is an out of sequence error and receive sign- off on the resolution. InfoSend will not mail any batches which have unresolved errors (e.g. missing mail pieces).

T. Statement form is produced using roll-fed full color (CMYK) inkjet printing, printing both variable and static information on white 20# paper.

InfoSend meets this requirement.

InfoSend's standard bill stock is 24 lb. white bond with a minimum 96 brightness.

InfoSend operates roll-fed inkjet presses out of multiple facilities to enable true Disaster Recovery capabilities.

Transactional documents can be printed using full-color production inkjet technology. Inserts can be digitally pre- printed as well as offset equivalent quality using the latest high-definition inkjet technology.

Maintenance contracts are in place with qualified vendors for all InfoSend equipment involved in the fulfillment of client documents. InfoSend carefully selects vendors and equipment to guarantee production of documents according to the Service Level Agreement (SLA) between InfoSend and its clients.

Printing Equipment:
• Roll-fed full color (CMYK) inkjet printing is the primary production method. • Production sheet-fed full color (CMYK) inkjet printing is also utilized • Sheet-fed full color and monochrome laser printers for small or specialty jobs and reprints. • Full-color capacity is over 130 Million images per month via full color. 45 • InfoSend prints images well under capacity for business continuity, new installs, and spikes in volume.

U. The selected Vendor must have the ability to accommodate business rules for statements that need to be removed prior to mailing. Additionally, the Vendor must have the functionality for statement review and approval processed by City staff prior to print and mail.

InfoSend fully satisfies the City’s requirement.

File Cancellation and Document Pull Request Procedures
InfoSend’s CS department accepts requests to cancel entire batches or pull select documents from a batch as a standard function of the department. This request can be placed through InfoSend's online website support ticketing system, via email, or by calling the 800 number. The request is then documented by the CS team and communicated to the InfoSend production departments through our internal systems.

1. File Cancellation: These requests are typically submitted to InfoSend just after file transfer but before printing. InfoSend's CS personnel will immediately change the status of the Job to prevent any further progression through the InfoSend manufacturing environment and remove the Job batch from the queue.

Clients utilizing the Sample Approval workflow will have the option to cancel their own job, which will then be removed from the queue.

2. Pull Document Requests: These requests are typically submitted by the Client after the file is processed and prior to mailing. Ideally, these requests would be submitted to the CS team prior to the mail piece receiving the “Quality Control” timestamp in the website’s client-facing job tracking system. Once the job has been marked as completing Quality Control, it will be moved into Mail Preparation. For this reason, Pull Document Requests made after the job has passed through QC should be communicated directly via phone call to ensure that they are handled immediately to minimize the chance that the piece is processed for mailing. The document to be pulled will then be intercepted after the document is printed.

Pulled documents can either be recycled or returned to the Client.

Sample Review
Additionally, as part of InfoSend's standard Data Process Flow we offer Rendered Output and Sample Review.

Once a file has successfully been rendered, clients have the option to review a sample file containing a PDF output of the documents. Sample outputs can contain a percentage of or the complete output and includes a Process Summary report cover page which lists details on the output work to be performed by InfoSend. Clients are provided the option to either reject and resend their data file with corrections or approve the batch. Once files are approved, an email confirmation of the approval is sent, and the output is released to the manufacturing environment for distribution.

V. Postage is billed after each cycle. The City of Compton is not required to prepay postage.

InfoSend complies. InfoSend invoices based on services used and actual postage expenses per the full automation and discounts offered by the USPS. InfoSend does bill postage in arrears. InfoSend uses the standard practice of collecting a postage deposit up front to cover the first mailings. This deposit is then replenished with the monies collected per the invoice. In essence, the postage deposit always remains whole and therefore eliminates the need for the City to manage postage monies on an on-going basis.

InfoSend Invoicing Highlights
• Accurate counts driven by data processing engine, reconciled and controlled for accuracy • Physical mail and electronic mail invoice options
• Weekly, bi-monthly and monthly invoice schedules available to meet client needs • Itemized processing option available in Excel, allowing clients to analyze, group and sort as desired InfoSend Invoicing
InfoSend has devised a client-friendly workflow for producing invoices in a reliable, timely and transparent manner. All data for InfoSend's invoicing is driven by the data processing engine, with accurate software and operational controls to ensure counts are reconciled throughout the process. 46 InfoSend is capable of providing invoices in formats that fit the needs of the client accounts payable for reconciliation. Invoices can be provided via mail and electronically, as well as on a weekly, bi-monthly or monthly schedule.

A standard client invoice will be provided with an invoice number for reference and includes details of each job batch and output performed by InfoSend that resulted in billable items.

For clients that would prefer to work with the invoice data for additional levels of reconciliation, InfoSend also provides a Process Detail Report for all billable items in a CSV format that may be loaded into Excel. This report for the invoice allows clients to group, sum and analyze the itemized billable elements, from documents to postage, as required for their process.

47 W. The selected Vendor must be able to deliver statements via email for customers who have established on-line accounts with the City of Compton per request.

Email eBilling Highlights
• Email-only service that sends eBills to customers via email (no portal to view prior eBills). • Complements an existing online payment system by providing eBills electronically. • Works with client data file flag or supplemental file with customer email addresses. • Styled HTML email template featuring client branding, including banner image. • Bill particulars such as Account Number, Due Date and Amount Due are contained in the email body, as well as link to payment portal.
• Includes a PDF of the document attached to an email.

Email Tracking
InfoSend's Email Billing service delivers PDF documents right to the user's inbox, along with HTML information about the bill and links to pay. InfoSend provides tracking of the eBills through a Return Email Report, as well as a CSR Admin web interface.

The Return Email Report is the primary method for InfoSend clients to monitor the successful delivery of emails.

Generated on a daily basis, the report will list all email addresses which responded with an error during the delivery window. This report can be used for disabling paperless flags in the billing system.

InfoSend also provides a CSR Admin interface for account lookups. This includes the ability to see details on the delivery status of the email, as well as a replica of the email which was sent. The CSR Admin user may also resend the document to the customer from this screen.

48 X. Utility statements should be available electronically though a secure Web based portal, allowing City customer service access, as well as optional electronic delivery of utility statements in lieu of a printed and mailed utility statement. Statements may be viewed, downloaded, saved, e-mailed and/or printed.

Automated e-mail notification of statement availability should be included as well as an online 24-months statement history.

InfoSend Archiving Services Highlights
• Multiple Channels: Capable of hosting documents within an InfoSend database as well as shipping PDFs via secure FTP or DVD media.
• InfoSend Hosted Option: Secure cloud solution where InfoSend hosts documents for a client-specified historical retention, allowing for reprints and emailing documents on demand. • API Access for Hosted Docs: For clients who choose to have InfoSend host, an API is made available that enables paperless integrations with ERP/CIS/billing systems, as well as online payment providers. • Insert Communications Included: The InfoSend system is also capable of including the insert communications as additional pages in the PDF (eInserts), ensuring clients and their customers are viewing the complete document which was distributed.
• USPS Mail Tracking: For clients using the hosted solution, USPS mail tracking info is provided for eligible First Class mail, using the IMb Tracing™ service.
• Remit Tracking: Also, for clients using the hosted solution, InfoSend can provide a report of checks mailed back by customers using the included remit stub. A daily report of customer mail and amounts due will be provided, assisting clients with cashflow expectations.
• Final Document Transfer: InfoSend can push PDFs via secure FTP in a standard or customized format, allowing clients or third parties to archive documents on other systems.

InfoSend Archiving Services
InfoSend's Customer Communications Management (CCM) platform offers a robust, secure and redundant archive service that clients can rely upon to access documents rendered, modified or processed by InfoSend.

InfoSend has built a flexible set of options to ensure clients and their customers can access documents in the context that they prefer, including in existing CIS/ERP or billing applications. InfoSend offers PDF delivery and hosted models.

With all options, InfoSend is capable of including the insert communications as additional pages in the PDF (eInserts), ensuring clients and their customers are viewing the complete document which was distributed.

1. Delivery via Final Doc Transfer (FDT): For clients who prefer to store and host PDFs within another software environment, InfoSend is able to deliver the PDFs via Final Doc Transfer in the following ways:
• Secure FTP Transfer: Upon batch completion by InfoSend, a PDF file of the batch will be sent via secure FTP to the client with a companion XML index file containing standard details of the PDF batch (account #, PDF page number, etc.).
• Custom Secure FTP Transfer: Upon batch completion by InfoSend, the PDF data can be delivered in a complete batch or broken down and sent as one PDF file per account or document. In addition, InfoSend can match PDF file naming conventions or provide index data in a specified format. InfoSend will work with the client to define the workflow, and fees may apply depending on complexity.

1. Search via the InfoSend Portal: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand from a web interface. By logging into the InfoSend Portal, client representatives can access the archive and search for documents according to standard criteria such as account number or date. In addition, InfoSend provides up to 5 custom search fields, specific to the client's data (examples: “bill cycle” or “notice ID”). Documents can be viewed on screen, downloaded to the desktop or emailed.
49 2. Web Services Integration: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand via an encrypted API query string. This secure option is best suited for clients who have the capacity to integrate the InfoSend archive into a software package on their end. This web interface allows outside solutions to perform document presentment within their own application framework without having to host an archive.

Mail Tracking: All clients using the hosted Print Image Archive from InfoSend are automatically given Mail Tracking. With Mail Tracking, the USPS data is provided via the IMb Tracing™ service, where all qualified mail with an Intelligent Mail Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail to the customer. Only available with mail sent using 1st Class Postage, and not available in some cases with postcard mailings.

Example PIA Search Screen with Mail Tracking Results:

Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inbound mail from customers utilizing an included remittance stub in the outbound mail. With Remit Tracking, clients will be able to see when a customer responded to the original mail piece, as well as get a daily report of inbound mail with an estimated value of payment remittances based on the outbound mail, assisting with cashflow expectations.

50 Y. Statement archiving- On a billing cycle to cycle basis, the City’s utility statements are archived to pdf for referenced by the Customer Service Division of the Municipal Water Department. Archived records should include the following: s tatements are imaged “as printed and mailed,” including corrections to address due to postal optimization processing, in order to represent statement received by the City’s utility customers.

2. Hosted via Print Image Archive (PIA): For clients who prefer to outsource the storage and only retrieve PDF documents on demand, InfoSend provides two ways to view documents via the Print Image Archive:
• Search via the InfoSend Portal
• Web Services Integration
Mail Tracking: All clients using the hosted Print Image Archive from InfoSend are automatically given Mail Tracking. With Mail Tracking, the USPS data is provided via the IMb Tracing™ service, where all qualified mail with an Intelligent Mail Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail to the customer. Only available with mail sent using 1st Class Postage, and not available in some cases with postcard mailings.

FDT Delivery: Secure FTP
InfoSend is able to provide the archived documents in PDF format, transferred via secure FTP to the server of the client’s choice. Each time InfoSend completes a batch for a client, the PDF will be automatically packaged up and sent via this FTP channel with a standard XML companion file to assist in indexing the contents of the file.

Secure FTP Transfer Workflow

1. Client FTP Type: InfoSend recommends transfer via secure FTP (sFTP). However, depending on the client’s capabilities and security requirements regular FTP can be supported.

2. PDF File Name: InfoSend will provide the PDF File with the following format: <InfoSend Job Code>YYYY.PDF. Example: INF0419A2012.PDF.

3. XML Index File Name: InfoSend will provide the XML Index File with the following format: <InfoSend Job Code>YYYY.TXT. Example: INF0419A2012.XML.

4. Encryption: InfoSend can optionally encrypt the PDF and XML files using PGP encryption to ensure safety in transit. The encryption key will be cut during setup.

FDT Delivery: Custom, Secure FTP
InfoSend is able to provide the archived documents in PDF format, transferred via secure FTP to the server of the client’s choice. Each time InfoSend completes a batch for a client, the PDF will be automatically packaged up and sent via this FTP channel. With this option, however, InfoSend is able to control when the file is transferred 51 as well as provide the PDFs by batch or by individual account, and can also provide a custom companion file to index the contents of a batch file.

With the custom option, full requirements are captured during setup and a Statement of Work will be presented for client sign off prior to beginning the implementation.

Custom Secure FTP Transfer Workflow

1. Delivery Timing: InfoSend recommends performing the delivery after the batch is completed by InfoSend (mailed via USPS, documents mailed out, etc). However, should the client prefer to get the batch immediately, InfoSend can configure the application to send as soon as the client file is processed by InfoSend, or as soon as the Sample File is approved (if client performs this step).

2. Client FTP Type: InfoSend recommends transfer via secure FTP (sFTP). However, depending on the client’s capabilities and security requirements regular FTP can be supported.

3. Custom PDF File Structure: With the custom option, InfoSend will be able to provide the PDF either in a complete batch, or provide individual PDFs per account or other criteria. Please note: the criteria needed will require analysis during implementation, and depending on how the batches are grouped could impact the ability to also use InfoSend Portal search or Web Services Integration.

4. Custom PDF File Name: With the custom option, InfoSend can create a naming convention for the PDF files that match the client’s criteria.

5. Custom Index File Name: With the custom option, InfoSend can create a naming convention for the Index files that match the client’s criteria.

6. Custom Index File Format: With the custom option, InfoSend can add custom data elements to the standard XML file format or create an entirely new index file to match the requirements of the client to assist in providing information on the PDF contents.

7. Encryption: InfoSend can optionally encrypt the PDF and XML files using PGP encryption to ensure safety in transit. The encryption key will be cut during setup.

PIA Hosted: Search via the InfoSend Portal
For clients looking to outsource the storage and retention of past documents, the InfoSend Print Image Archive search tool is an option that is simple to setup and use. Located within the administrative InfoSend Portal already used by customers to track batches, this option provides robust search criteria along with document download and email options for archived documents.

On Demand Search Options

1. Retention Period: With InfoSend hosting the documents, the batches processed can be archived as long as the client requires. Fees apply based on length of time and are generally quoted as part of the contracting process.

2. Search Criteria: By default, InfoSend provides search criteria for Name, Account Number, InfoSend Job Code and Date Range. In addition, InfoSend is able to provide 5 custom fields mapped to the client’s data (examples: Bill Date, Due Date, Service Address, Notice ID, etc).

3. User Access: Since the Print Image Archive is a feature of the InfoSend Portal, there is the option to control which users are able to access the archive. This permission can be set under User Management.

Mail Tracking: All clients using the hosted Print Image Archive from InfoSend are automatically given Mail Tracking. With Mail Tracking, the USPS data is provided via the IMb Tracing™ service, where all qualified mail with an Intelligent Mail Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail to the customer. Only available with mail sent using 1st Class Postage, and not available in some cases with postcard mailings.

Example PIA Search Screen with Mail Tracking Results:
52 Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inbound mail from customers utilizing an included remittance stub in the outbound mail. With Remit Tracking, clients will be able to see when a customer responded to the original mail piece, as well as get a daily report of inbound mail with an estimated value of payment remittances based on the outbound mail, assisting with cashflow expectations.

PIA Hosted: Search via Web Services Integration
For clients with an external software package that could support showing documents, InfoSend offers a Web Services integration that enables secure URL query searches to retrieve documents from InfoSend servers. With this option, InfoSend provides credentials and encryption to a client, or a third party provider on behalf of the client, along with documentation and resources to implement and test an integration to the document archive.

The goal of the Web Services Integration is to provide InfoSend produced or stored documents on screen as seamlessly as possible to an end user of another application.

Web Services Integration Workflow Highlights

2. Secure Socket Layer (SSL) Communication: InfoSend has a current SSL certificate specifically for the domain serving this application, so all communication is done using the web standard https: protocol. 53 3. Encrypted Access Parameters: The URL scheme which allows access to the archive will utilize an AES 256-bit encryption key with vector initialization (VI) salting, to ensure the parameters of the web service call cannot be decrypted by outside parties.

4. URL Expiration: All query URLs will expire within a timeframe that meets the client application’s security requirements to ensure no unauthorized access.

5. Document Search Criteria: By default, InfoSend provides Web Services search criteria for an Account Number and/or one other indexed document identifier (NoticeID). The goal is to retrieve a specific document or list of documents pertaining to an account.

6. Document Results: InfoSend will be able to serve the document results in three ways, depending on the search criteria: allow the browser to show PDF in line, force the browser to download PDF, or show document list results with a link to download PDF.

InfoSend accepts and currently provides the City with this requirement. See InfoSend Archiving Services above.

AA. Customization and Programming as required.

InfoSend accepts this requirement. InfoSend will program custom logic based off of City criteria found in the data.

BB. Reformatting of data file to correspond to customized layout.

InfoSend accepts this requirement. After initial implementation, should the City elect to make additional changes to the statements, InfoSend’s Client Change Management process has you covered.

Client Application Change Management Highlights
• Dedicated Account Manager ensures client application specific knowledge and expertise. • All aspects of client application change requests and project history logged within InfoSend CRM. • Account Manager builds Statement of Work (SOW), accurately capturing scope for client sign off. • Changes made and tested within a dedicated development environment, with source control check-in. • Transparently tracked project, with samples and mockups provided to the client for sign off. • Strict deployment procedure, which includes options for detailed sample review on the first live run.

Client Application Change Management
InfoSend's Client Services team is experienced in assisting clients with change requests that range from quick document updates through complex conversions that affect the underlying data and complete document design.

Throughout the life of the application, InfoSend's dedicated Account Manager will remain the point of contact, providing client-specific insight and knowledge to ensure change requests are handled with expertise and first- hand experienced. InfoSend maintains a tightly controlled Client Application Change Management program to ensure accuracy, quality, and timeliness of changes to output.

InfoSend's manages changes to client applications with the following controls:

1. Requirements Gather: The client request is logged in the InfoSend internal CRM tool by the dedicated Account Manager. Required assets such as mockups and example data files are gathered from the client, if required, to ensure the scope is defined.

2. Scoping and Statement of Work (SOW): The Account Manager reviews the request internally and defines a scope with the assistance of the InfoSend IT programmer assigned to the project. Once a scope is determined, InfoSend will present the client with a Statement of Work (SOW), which will include the Professional Services hours (PS) and timeline to delivery. InfoSend's change request delivery times vary based on the scope:
54 1 PS Hour – Up to 3 business days
2-3 PS Hours – Up to 4 business days
4-5 PS Hours – Up to 6 business days
6-10 PS Hours – Up to 2 calendar weeks
11-20 PS Hours – Up to 5 calendar weeks
21-30 PS Hours – Up to 8 calendar weeks
> 30 PS Hours – TBD based on requirements and scope of work *InfoSend does not bill for changes that require under 1 PS Hour

3. Application Build, Testing, Tracking: Upon client approval of the SOW, the change request enters the InfoSend queue and works begins according to the timeline. The changes are built, approve d with the following milestones:
o Project Tracking: Depending on the scope of the change request, a project tracking document may be utilized to ensure all scope items are monitored, reviewed and approved by the client. o Development Environment: Changes are made by the InfoSend programmer in a controlled, separated development environment, using code source control.
o Sample Review and Approval: InfoSend's dedicated Account Manager reviews samples, and if acceptable provides them for Client review, feedback and sign off. If a project tracking doc was utilized, all open scope items are reviewed individually with the client prior to approval.

4. Deployment: Client approval is logged in the CRM tool, and the code deployment is scheduled. Code changes are checked in and deployment to production is performed by authorized personnel. For projects where output was completely redesigned, InfoSend's Account Manager is required to complete a First Live run review, and complete a Go Live checklist to ensure accuracy. At client discretion, InfoSend may also enable Sample Approval workflow for the client to review the first live run prior to release to customers.

CC. Logical processing on data as required by the City.

InfoSend supports this requirement. As standard, we will provide #9 envelope suppression, intelligent inserting, and intelligent messaging based off of custom parameters we can key off of within the City's data files.

Selective Inserting
InfoSend supports this as standard. InfoSend has the option to suppress both statements and/or envelopes for certain customers. In order to support suppressions, we will program custom logic based off of City criteria and suppression flags or account types found in the data. Selective Inserting allows clients to selectively target insert, flyers, or newsletters to specific mail pieces. Selective Inserting will also allow clients to exclude a #9 return envelope for all customers with credit balance bills, zero balance bills, or AutoPay customers. Custom logic for paperless suppression will be programmed during implementation using flags in your data.

Message Manager with Intelligent Messaging
Message Manager
This free account management tool is a custom-built web-based application that allows clients to control the messages that print on output. Clients can schedule the messages months or even years in advance, as well as set criteria to assign unique messages to different types of customers, or even to individual accounts. A PDF preview displays the message in the actual font that will be used. 55 DD. Additional Services- Vendor provides print broker services to obtain best pricing for preprinted enveloped, billing forms and other printed material as requested.

InfoSend accepts and supports this requirement and is happy to provide pricing to the City on special mailings, preprinted forms to have on hand, envelope stock, etc. Pricing is contingent on volume and specification and will be provided upon request. InfoSend has for the past several years produced the City’s utility documents using ink-jet, roll-fed printers that print both the static and variable text at once, eliminating the expense of preprinted forms and allowing the City to make changes immediately and without waste.

EE. Vendor must produce the mail in a location within 100 miles of the City that is able to achieve 1-3- day delivery from USPS.

InfoSend proposes to mail the City of Compton's bills, notices, and letters out of our facility in Anaheim, CA, located approximately 25 miles from the Compton City Hall.

FF. Ability to Interface with Springbrook Software V7.16.0.0, at minimum.

InfoSend has this capability and currently serves 52 clients (including the City) using Springbrook Software.

56 C. Solution Implementation Methodology and Support:

Describe how you propose to work with the City of Compton to deliver services and/or products, including:

Customer Support- Provide customer support 24-hours, seven days per week InfoSend Client Services Support Highlights
• Dedicated Account Manager from implementation also assigned to monitor and provide support. • Dedicated Support Staff for reviewing and responding to incoming issues. • Multiple communication channels available for client preference: web support ticketing tool, email, and phone. • Proactive support initiated by InfoSend staff when client data issues are detected by InfoSend Quality Control processes.
• Issues tracked via InfoSend CRM tool, ensuring full resolution before the ticket can be closed.

InfoSend Client Services Support
InfoSend's mission to provide the industry-best support requires excellence and attention to detail within the Client Services (CS) department. InfoSend has designed support around extensive procedural controls to ensure client output is handled accurately and issues are addressed expeditiously. The following describes InfoSend’s standard support coverage, the services that are included as part of annual software support, a listing of call priorities and an outline of escalation procedures.

InfoSend offers emergency an after-hours support line. An after-hours answering service is available 24/7/365.

The answering service contacts InfoSend employees sequentially until one receives and acknowledges the call.

Requests can be answered within 4 hours. InfoSend provides escalation phone number and contacts during the implementation. After-hours support may be billable. Please note, with the extensive support hours and support channels available, the after-hours answering service being used is extremely rare. Please see typical support channels overview below:

Support Channels and Availability
InfoSend provides the following methods to be reached to initiate a support request:
• 800 Toll-Free Telephone support: (800) 955-9330
• Email via [email protected]
• Free electronic access 24 x 7 at www.infosend.com with the following online benefits:
o Log, track & close support requests
o View & update support requests
o Access published documentation
o Access available downloads
o Download reports
o View Job Tracking statistics
o Download sample files in PDF format
Standard hours of support are from 6:00 AM Pacific to 6:00 PM Pacific, Monday through Friday, excluding designated statutory holidays. Weekend assistance is available and must be scheduled in advance and in most cases is billable.

InfoSend recognizes the below holidays and will be closed should they fall on a weekday. • New Year's Day
• Memorial Day
57 • Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day
Inbound Support Ticketing, Escalation, and Resolution Workflow All issues or questions reported to support can be tracked via an online support ticket. Account Managers can provide support via telephone, email or the online support ticket tool that can be accessed by logging into www.infosend.com.

1. Contact Dedicated Account Manager: Each web submission, call or email is handled with personal support. Clients receive support by contacting their dedicated Account Manager. If the client’s dedicated contact is not available, the support request will be handled by another cross-trained Account Manager or Senior Account Manager. This representative will be your liaison through the support process, giving you a single point of contact for issue resolution.

2. Request Logging: Each support request can be logged using InfoSend’s online Support Ticket Tool.

Support Ticket requests are assigned a unique ID and can be viewed by both InfoSend Support and the client’s authorized representatives. Support Ticket requests are archived and can be filtered by open and closed requests.

3. Escalation Procedure: InfoSend staff will internally escalate any required internal technical or operational resources to ensure that quality issues are resolved quickly and completely the first time. All necessary modifications are thoroughly tested before being applied to client applications to ensure that the final product meets quality expectations.

4. Ticket Resolution: Once an issue has been resolved, clients are notified of the solution and allowed to review new sets of samples to approve any changes. Extra attention is paid to the new job throughout our production, quality control and mailing process. When all parties confirm that the job is meeting quality expectations through every step in the process, we will approve and release the job for completion.

5. Client Satisfaction: Any concerns or questions around the support being provided may be escalated to the Client Services Director.

Proactive File Halt, Validation Error and Quality Control Support Procedures InfoSend's data processing platform is designed to validate client data and will halt if any anomalies or incomplete data is detected. In addition, InfoSend's dedicated QC process will review all printed outputs to check for issues caused by client data. When issues are detected:

1. Alert Notification: InfoSend's internal system will automatically place the Job on hold, open a ticket and alert the CS department via an internal alert system, identifying the client and type of output.

2. Assessment and Follow Up: InfoSend's CS personnel will assess and then follow up with the relevant client contacts to notify of the issue.

3. Resolution: CS personnel will work with the client on how to address the data, either with a new data file or with programming adjustments.

Data Management- Provide data management design that supports integration with the current billing system, specialized requests, reporting, and data analysis and comparisons.

InfoSend has continuously provided utility bill printing and mailing services for the City of Compton Water Department for over 15 years with the below described services:

InfoSend.com Web Administration Highlights
• Secure SaaS Cloud Solution: Secure, hosted, infosend.com website allows clients to administer their InfoSend applications, as well as user roles and permissions from any modern web browser 24/7. • File Submission and Job Tracking: Providing transparency into each file received as it progresses through data processing and manufacturing by InfoSend. Also allows clients to securely upload files via the web. 58 • Sample Approval: Optional workflow, allowing clients to view output and approve prior to manufacturing and distribution.
• Message Manager: Allows clients to self-administer ad-hoc and scheduled messaging on customer-facing output. • Insert Management: Allows clients to requests additional materials be included with output, such as flyers, buck slips, newsletters etc.
• Print Image Archive and Mail Tracking: Allows clients to view images of each document produced, reprint or email the document, as well as view USPS delivery tracking information for qualified documents. • Support Tracking: Allows clients to open tickets and securely communicate with InfoSend staff on change requests or issues.
• Reporting: Reports on the details of each client Job are posted to the website for secure viewing and download.

InfoSend.com Web Administration
A key component InfoSend's Customer Communications Management (CCM) platform is the full web administration provided to clients on www.infosend.com. The InfoSend website allows clients on a 24/7 basis to upload, view, approve, control messaging on output, as well as interact with InfoSend Client Services.

Secure SaaS Cloud Solution
InfoSend's website is fully hosted at www.infosend.com and does not require clients install any software beyond a modern web browser (Chrome, Firefox, Internet Explorer, Safari, etc.). The solution utilizes the latest encryption technology required to ensure communications are unable to be intercepted or accidentally exposed. All sessions occur over HTTPS with TLS encryption, and each client user must be uniquely registered to an email address by an Administrator.

The website provides options to set both user roles and permissions, ensuring only the appropriate level of access is granted to the user at the client organization.

File Submission and Job Tracking:

Clients are able to upload files directly to InfoSend over the HTTPS connection, allowing users to send the input data for InfoSend processing on demand (note: PGP file encryption and secure FTP also available).

All status on the fulfillment of client output is displayed via the online tool: confirmation of receipt, processing status, sample file and approval status (optional), Printing, Quality Control, Mail Prep and Confirmation of distribution. Clients are able to check the "Viewed" box to confirm that the batch was reviewed internally.

59 Message Manager
This free account management tool is a custom-built web-based application that allows clients to control the messages that print on output. Clients can schedule the messages months or even years in advance, as well as set criteria to assign unique messages to different types of customers, or even to individual accounts. A PDF preview displays the message in the actual font that will be used.

Insert Management
The Insert Management tool is designed for clients to control what additional materials will be included with the standard output. Clients may request InfoSend Produced Inserts as well as schedule drop-shipped inserts from within the tool. The tool also provides the history of all Insert requests for client reference.

The Insert Management tool pre-populates forms with the user's information:

60 This tool asks users to input an insert name as well as select the type of insert. InfoSend Produced Inserts will be printed at InfoSend's facility or a local offset printing partner, Drop Shipped inserts must be sent to InfoSend, and Online Billing inserts are electronically presented:

For InfoSend Produced inserts, users are able to use the automated Insert Management tool to select insert printing specifications. This form also allows users to upload artwork files for review by InfoSend's team:

The tool allows users to designate the job types inserts should be included with, as well as specify the quantity and run dates. InfoSend also enables users to utilize selective inserting. Selective inserting is a dynamic technology that specifies which inserts will be included for certain account types:

61 Clients can also designate insert billing options on the next screen. Once the insert request has been completed, users will receive an email confirmation detailing the request. Users must authorize the confirmation before an insert request is activated.

Print Image Archive and Mail Tracking
This optional service is a document archiving tool used by client customer service representatives to download PDF copies of any document that InfoSend produces. This web application allows authorized users to query the database by customer name, account number, or up to three other custom fields. Clients can also email documents directly to customers from the application.

Clients who purchase the Print Image Archive service automatically get Mail Tracking at no additional cost. The USPS data is provided via the IMB Tracing service, where all qualified mail with an Intelligent Mail Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail to the customer. Only available with mail sent using 1st Class Postage, and not available in some cases with postcard mailings.

Example Search and Results:

Support Tracking
This tool allows clients to submit change or support requests directly to InfoSend staff via a secure, transparent ticketing system. Clients are able to include file attachment securely, and receive responses from InfoSend staff.

The tool allows multiple client contacts to collaborate on the request, and email alerts are sent anytime an update 62 has been made by clients or InfoSend. The tool shows historical requests and allows filtration by Issue Category, as well as the Status of Open or Closed.

Reporting
InfoSend's standard reporting automatically posts report files to the secure website for client retrieval. The typical standard reports include the Process Summary, Process Confirmation and Address update reports. Clients may choose to download the reports at any time.

Data Processing, Print and Mail Reporting Highlights
• File Transmission and Processing: InfoSend provides key reports during file transmission, after data processing, and upon file completion so clients are informed throughout the entire process. • Process and Postage Summary: For clients utilizing the Sample Approval workflow, a Process Summary report is presented with details on the work to be performed, along with an estimate of postage. • Job Tracking Tool: As client batches are processed, InfoSend provides a web tool with real-time and historical information when a file has achieved a stage of production. • Address Update: InfoSend provides a full suite of address updates, including National Change of Address (NCOA) reports.

Data Processing, Print and Mail Reporting
InfoSend's Customer Communications Management (CCM) platform provides clients with the necessary reports to reconcile and receive updates throughout the Data Processing, Print and Mail (DPPM) process. InfoSend standard reporting workflow is provided by default, and is able to provide certain reports in a variety of methods including text files, comma delimited files, HTML formatted reports and in some cases, PDFs. 63 All reports are available either through the InfoSend website and can also be emailed or transmitted via secure FTP. In addition, clients have the capability of assigning internal contacts that have permissions to access/receive reports.

64 Process Confirmation Report
The Process Confirmation Report is emailed to designated client staff members as well as posted to the reports section of the web portal after documents have been completed for mailing and released to the USPS. This report provides confirmation that InfoSend has released a job’s mail pieces to the USPS for mailing. The Process Confirmation Report can be created in one of three different formats: plain text, XML or HTML.

This report provides the name of the file(s) mailed along with a detailed mail count. For statements, invoices and other financial documents, the total dollar amount is also provided. Additional information can be provided after the “totals” section of the report. For example, addresses that could not be verified for delivery point validation can be listed at the end of this report.

Job Tracking Tool
The Job Tracker provides the current status of jobs as it progresses through InfoSend’s data processing and print production departments. The Job Tracking tool contains details such as job type, number of component files that are contained within the job, file receipt timestamps, sample files that may be downloaded and the status of printing/quality control/mail preparation. Once a file has been completed for mailing and mail pieces have been released to the USPS a timestamp of file completion confirmation will be provided. InfoSend provides a history of the past 100 jobs that were processed through the system.

Address Update Report
Address Updates including NCOALink hits or ACS updates are provided in InfoSend’s reporting section. The ACS/NCOALink report is available in three formats: plain text comma delimited, XML or HTML. Most address update reports are either comma delimited or XML formatted so that InfoSend’s clients can automate the process of loading updates into their customer information system. 65 Implementation Support- Provide complete turnkey solution and project management support InfoSend is currently implemented with the City of Compton, eliminating the time, cost and risk of implementation with another provider. It has been our privilege to successfully support the City of Compton. We are eager to once again earn the City's business and continue as a trusted partner.

InfoSend Implementation Highlights
• Dedicated Account Manager acts as primary contact and project manager, coordinating all internal setup activities with InfoSend programming and operations staff.
• All setup and training performed virtually, using phone, email, and web-based tools for issue tracking and screen sharing.
• All communications, documentation and test files tracked and stored securely within the InfoSend CRM system, allowing other InfoSend personnel to contribute or take ownership of the project. • Key milestones are established at kickoff, then tracked and reported throughout the project with 4 key phases:

Requirements Gathering, Application Build, User Acceptance Testing (UAT), Go-Live. • During Application Build, InfoSend's Data Processing platform is configured to automate client-specific Quality Assurance (QA) during client data processing.
• All web facing applications are internally validated and then provided to client for training and User Acceptance Testing (UAT) prior to go live.
• Parallel Testing is run prior to Go-Live, ensuring all aspects of the application are validated before launch. • Go-Live includes an "all-hands" approach, with all key InfoSend managers required to review the launch day activity and sign off before application go-live is final.

InfoSend Implementation
InfoSend's client-focused service and industry-leading client retention rate starts with a successful implementation. Since 1996 InfoSend has continually refined the implementation process to ensure clients Go- Live occurs expeditiously and without error.

All InfoSend implementations have 4 key phases.

1. Requirements Gathering

2. Application Build

3. User Acceptance Testing (UAT), Samples, Parallel Testing, and Training

4. Go-Live and Follow Up
Requirements Gathering
The project is started with a dedicated Account Manager assigned to the project. The Account Manager acts as the primary point of contact with clients while working with all internal InfoSend programming and operations 66 staff, and will chair a recurring (often weekly) implementation meeting with the client's key staff. InfoSend, as a cloud-based solutions provider, engages clients in implementation and support via phone, email and web-based tools, including web-browser screen sharing. All setup, training and request tracking is provided virtually using industry standard tools. Critical communications sent to or received from clients during the implementation are centrally archived in the InfoSend CRM system, ensuring all aspects are documented and the implementation can continue should the primary resources be out of the office.

The Account Manager establishes key milestones and completes standardized steps in the InfoSend implementation plan. The process includes requirements gathering and analysis of the application to be developed, including a data mapping exercise, resulting in a Statement of Work (SOW) for client approval.

Application Build
Once the SOW is approved, the application undergoes development and configuration. Prior to completion of development, the application is reviewed by a secondary Account Manager or member of the IT management group to ensure that no task was left undone or done incorrectly. Sample output is produced and checked by InfoSend Quality Control, automated Quality Control methods are configured within processing.

Samples, Parallel Testing, and Training
During the last phase of the implementation, output and application web access is provided to clients for User Acceptance Testing (UAT). Once the application build is validated and accepted by the client, the application is put into Parallel Testing mode. During this time clients are encouraged to transfer copies of live data to InfoSend to be automatically processed and output for review, simulating go-live. Clients check the web application and output to ensure that it is satisfactory and any requested revisions will be completed before go-live. Any payment related applications are tested to ensure payment deposits are received and reconciled. Clients are also trained on how to use InfoSend tools and reporting to support the application at this time.

The hour-long, web-based training covers:
• File uploads
• Sample review and approval
• Managing document messages and insert requests
• Accessing archived reports
• Managing User Permissions
• Performing research and support for customer activity • Payment reconciliation (for payment applications)
• Submitting, viewing and closing support requests
Go-Live and Follow Up
Go-Live of the application includes an "all-hands" approach, with all key InfoSend managers required to review the launch day activity and sign off before application output is final. After Go-live, your Account Manager performs a post go-live follow up to ensure client satisfaction.

Training- Provide training to City of Compton staff.

Training is provided at no cost to the City as it may require. Please see the subsection Samples, Parallel Testing, and Training in the response to the item above. There is no limit on the number of people from the City that can participate in the training. Below are some highlights of InfoSend training. Initial training takes about an hour but we will provide as much time/training as needed for everyone to feel comfortable/confident.

The web-based training covers:
• File uploads
• Sample review and approval
• Managing document messages and insert requests
67 • Accessing archived reports
• Managing User Permissions
• Performing research and support for customer activity • Payment reconciliation (for payment applications)
• Submitting, viewing and closing support requests
Additionally, once the project goes live, we will continue the weekly InfoSend/Client meetings to cover additional questions/training until client satisfaction.

Software updates- Provide future software releases or enhances services as part of the software fees.

InfoSend does not charge its clients software fees.

InfoSend System and Software Updates Highlights
• Dedicated staff for Research and Development, ensuring InfoSend products and services evolve continually. • System Architecture separates client-specific programming from core system workflow, ensuring backwards compatibility and eliminating client impact during key platform security upgrades and enhancements. • Agile methodologies used, allowing team to prioritize and ship critical updates quickly and on-demand. • Changes to the system must undergo rigorous regression testing in a test environment, with software changes following OWASP standards.
• Requests for system improvements directed to the client Account Manager are escalated to the development team for analysis, feedback and release timeline.
• System enhancements communicated via periodic email updates, with dedicated client Account Manager available to assist further.

Technical documentation- Provide technical documentation for support staff including system overviews, design, flowcharts, and file layouts.

InfoSend is currently implemented with the City. A diagram overviewing the production process is provided below and additional documentation can be provided upon request.

InfoSend Data Process Flow
InfoSend's Customer Communications Management (CCM) platform is designed to securely and efficiently accept, process and output client data to customers in a reliable and transparent manner. The data flow for InfoSend entails:

1. Client Input-Data Transfer and Acknowledgement

2. Data Processing and Validation

3. Document Composition and Sample Approval

4. Printing

5. Quality Control

6. Mailing and Electronic Distribution

7. Confirmation and Reporting

1. Client Input-Data Transfer and Acknowledgement
• Secure File Upload Options: On a 24/7 basis, data files can be sent to InfoSend via FTP or SFTP or clients can also log in to InfoSend’s secure website and upload files using the HTTPS file upload method. Optionally, and depending on client security requirements, password protected or PGP/GPG encryption can be utilized on the files.

When a file is received, it is automatically time-stamped and logged in InfoSend’s Job Tracking database. 68 • Duplicate File Prevention: All data transfers are checked against an archive of file-level hashes and if a match is found, the system will detect the file as a duplicate. If a duplicate is detected, the processing program is halted and a warning is generated, calling for immediate follow up by InfoSend support personnel. • Multi-File Inputs: InfoSend's system can be configured to create batches based on multiple source files, as well as wait a predetermined amount of time for more client records to be transferred before beginning the batch processing.
• Process Confirmation: Successfully transferred files are identified by client input type, resulting in a confirmation receipt sent.

2. Data Processing and Validation
• File Integrity: Each of InfoSend’s programs is custom made to work with the clients' specific data file format.

Incomplete or erroneous data will result in a program halt, issuing a warning that is escalated to InfoSend support personnel for immediate follow up.
• Data Checks: InfoSend programs are set up to check for individual data fields and halt if criteria are not met--for example if a date field contains a value older than an acceptable threshold. All data check halts issue a warning and escalation to InfoSend support personnel.

3. Document Composition and Sample Approval
• Job Batch Creation: InfoSend's system will take validated input data and begin processing by assigning a unique production Job Code specific to the client input file(s). This Job Code identifies and accompanies the output through InfoSend's processing.
• Document Layout and Business Logic: The input data is rendered by the InfoSend application, resulting in the layout defined during the implementation. Any client defined special business logic conditions are applied at this time.
• USPS & Special Messaging: During processing, the system will also validate customer mailing addresses, optionally apply National Change of Address (NCOA) updates, and perform record suppression based on client- defined criteria. The system also performs USPS pre-sorting of records, applying the Intelligent Mail Barcode (IMB) and ensuring the records are in the correct order to maximize postal efficiency. Additionally, InfoSend's CCM platform will check the database for any scheduled messages or inserts to be included with the output. • Rendered Output and Sample Review: Once a file has successfully been rendered, clients have the option to review a sample file containing a PDF output of the documents. Sample outputs can contain a percentage of or the complete output and includes a Process Summary report cover page which lists details on the output work to be performed by InfoSend. Clients are provided the option to either reject and resend their data file with corrections or approve the batch. Once files are approved, an email confirmation of the approval is sent, and the output is released to the manufacturing environment for distribution.

4. Printing
• Job Priority: Jobs are printed on an as-received basis, with jobs requiring the shortest turnaround time given priority. InfoSend is committed to meeting the agreed upon mail turnaround times for all clients simultaneously and is staffed and equipped accordingly.
• Operator Controls: Once a sample file batch has been approved for printing, files are sent to the print production queue. InfoSend's unique Central Print program monitors print jobs in the production department, prohibiting a job from being printed more than once, and provides operator controls including timestamps of printing time and other tracking metrics. InfoSend production staff with appropriate permissions are granted access to queued files. • Job Ticket: A job ticket is attached during processing to each production run. A job ticket contains information such as printing specifications, form type, envelope options, and whether an insert should accompany the file. The job ticket is printed in our production department and remains with a job until it is released to the USPS for mailing.

5. Quality Control
• Dedicated Workflow and Staffing: InfoSend's emphasis on quality and customer satisfaction requires a dedicated step and operator role in the process to validate the printed output. This step in the process takes place after printing but before distribution. Each job is thoroughly checked a minimum of 4 times for general alignment, printing, color or mailing address block issues which would result in problematic processing or mailing: before printing, after printing, upon delivery to the QC department and finally upon delivery to the mailing department. 69 • Uniquely Tailored QC Program: InfoSend has an internally developed workflow that provides onscreen prompts to QC personnel, requesting they check for bill specific information (such as customer name, account number, address) on randomly selected pages throughout the batch. These onscreen prompts are customized to the client's data and ensure the integrity of data throughout the batch before releasing for distribution.

6. Mailing and Electronic Distribution
• Mailing Department: Once a job has gone through Quality Control, it is released to the printing department for fulfillment. All printed pages are matched to the correct materials per the Job Ticket and inserted into the envelope for mailing. Mail that has been inserted is then delivered to the USPS with the appropriate postal paperwork for the USPS to validate prior to induction. Upon delivery to the USPS, either at the onsite Detached Mail Unit (DMU) or local distribution center, the job batch is scanned as completed by an InfoSend operator. • Electronic, Multi-Channel Distribution: Upon completion of the job batch, InfoSend's CCM platform begins the electronic distribution of customer records to the InfoSend archive, hosted eBusiness system, back to the client, or other third party distribution networks.

7. Confirmation and Reporting
• Process Confirmation: Once InfoSend has completed the distribution of the client job batch, a confirmation receipt is sent to the client with details on the job batch execution. This receipt serves as the final notification regarding the input data received.
• Reporting: InfoSend's platform also provides robust reporting back to clients on the output services performed.

InfoSend offers detailed address update and suppression reporting, as well as customized, detailed breakdown of the fulfillment.

70 Data Processing Workflow Diagram:

71 User Manuals- Provide a complete set of user manuals for all software applications to document and explain system features and functions. Comment on availability of manuals online and mobile accessibility.

InfoSend's tools are designed to be user friendly and self-explanatory, with help provided online for the user within the web portal. InfoSend provides training and unlimited support while providing services as previously described.

72 D. Cost
Provide – in a separate sealed envelope – the costs for the proposed services. It should be based on all tasks and in the format identified in the scope of services. Any additional cost items included must be distinguished from those listed in the chart attached as Exhibit “A”.

InfoSend has provided its pricing in a separate sealed envelope.

73 W-9
A signed W-9 form

74 InfoSend, Inc. Response to:

City of Compton
Request for Proposals
Utility Bill Production, Printing and Mailing Services
Cost Proposal

Due: April 3, 2025

Time: 4:00 PM PT

Provided By: Glen Everroad
Government Solutions
O: 800.955.9330
M: 949.874.4786
[email protected]

75 76

77 78
InfoSend Data Processing, Print and Mail Pricing Detail

Document Production Summary
Utility Statements, Closing Utility Statements, Final/Delinquent Notices Package includes: one printed page up to 3/1 ink, InfoSend outgoing #10 envelope, InfoSend #9 return envelope
$0.162 per document

Finished mail pieces are delivered to the USPS within one (1) business day. If electronic PDF samples (proofs) are requested then the mailing will be completed within one day of sample approval. File upload deadline for next-day mailing is 3:00PM local time at the production facility designated for your account. If samples are required then they must be approved by 5:30PM local time for the file to be mailed by the next business day.

The below provides the components of the summary price given above. All pricing is based on “Client Volume Assumptions” listed and excludes applicable sales tax.

Data Processing
Setup Fee - Express PDF Input Files $0.00 CURRENTLY IMPLEMENTED Setup Fee – Data Only Input Files $0.00 CURRENTLY IMPLEMENTED Document Re-Design Fee $160.00 per hour*
All Document Types - Data Processing, QC, Mail Prep Service (per document)

$0.0665
• InfoSend will provide Compton 15 hours toward a redesign effort with no billable fee should it desire a re-design.

Printing and Mailing Service
All Documents - Printing Fee per page with variable color (up to 3/3 print) $0.0327 USPS Postage Pass-through
A postage deposit is required and currently on file.

Print Color Options (colors per side) * $0.045 for 4/4 printing Inline Insert Print Fee* $0.0681 Black printing
$0.0781 Color printing
Excess Pages Handwork Surcharge (per mail piece) $0.35
Address Updates – per “hit” (address that gets updated) $0.30 NCOA $0.30 ACS
*Prices assume normal ink/toner coverage for business documents. Flood coating the entire page in color or other types of extremely high coverage designs may cost more or not be technically feasible. Extremely high coverage designs can cause content to bleed through to the other side of the page or to cause the page to curl too much to work properly with high-speed mail inserting equipment.

79 Materials
Standard 8.5” x 11” Paper Stock (per sheet) $0.0158
Standard Double Window Outgoing #10 Envelope $0.025
Standard Single Window Return #9 Envelope $0.022
Outgoing Flat Envelope – used for mail pieces with excess pages $0.1791

Insert Services
InfoSend Produced Quoted based on specification
Envelope Messaging (Snipes) Quoted based on specification Electronic Inserts $0.01
Inserting Fee

Fee to insert an InfoSend produced or Client provided marketing or informational insert. Client provided (drop-shipped) inserts must be professionally packaged and ready for usage. If folding is required then additional fees apply based on folding requirements. Minimum fee is $0.01 per insert for folding. If inserts are not professionally packaged and damaged in shipment or require additional labor to prepare for inserting then additional fees can apply.

Per item fee assumes the insert will be included in all mail pieces. Selective inserting is available but requirements must be reviewed on a case by case basis to determine if additional fees will apply for setup and handling.
$0.01 per insert

Optional Document Services
Enhanced Print Quality $0.02
Print Image Archiving (Per Document Image), with included USPS mail tracking
$0.0151 - For 12 Months of Retention
$0.01221 - For 18 Months of Retention
$0.0271- For 24 Months of Retention
$0.0321 - For 36 Months of Retention
Final Doc Transfer (FDT) Option 1: $0.015 per document. One PDF will be provided per batch with multiple documents in it. InfoSend standard batch file format provides account and page numbers for each record in the batch.

Option 2: $0.025 per document. Each document will be provided in a separate PDF file. A custom batch file format can be provided if the InfoSend standard format will not work.

Professional Services Rate (per hour) $160.00
Returned Mail Handling $0.35 per reported returned mail piece Remit Tracking $50 monthly support fee

Client Volume Assumptions
Customers Contacted or Billed Monthly
20K Statements, 8K Notices-Printed

80 Fee Explanations

Data Processing
• Setup Fee - Express PDF Input: Requires a final composed PDF is uploaded to InfoSend for processing. Clients maintain control of document look and feel, but InfoSend designs a program to parse the necessary data from the PDF. • Setup Fee - Data Only Input: Requires the client provide a flat data extract, InfoSend creates, hosts and maintains an application to generate documents. Existing document design is copied.
• Document Re-Design Fee: Using the “Data Only Input” method, InfoSend’s Client Services Team assists in redesigning the format of printed documents to improve communications or to take advantage of new printing capabilities. • Data Processing Fee: Per document image that is processed by the InfoSend system for output.

Printing and Mailing Service
• Print Fee: Price includes baseline number of colors printed on the front and back of the document. All variable and static images are dynamically imaged onto white form with a perforation.
• Postage: Clients are invoiced for the exact postage used. Leveraging InfoSend’s USPS compliance and expertise, clients are provided th e lowest possible USPS automated rates when client batches qualify. • Optional Color Upgrades: Different options are available at different prices. Numbers fewer than 4 equal individual colors, 4 equals full color.

The number 1 means black or grey. All sheets are billed at the same rate; the price for the sheet with the highest number of colors is the applicable fee. 4 equals CMYK (full color).
• Batch Fee: Assessed to cover InfoSend costs when batches transferred to InfoSend fall below threshold. • Inline Insert Print Fee: Price for inserts printed on demand as additional pages. Allows for more dynamic customer messaging without the extra pre-production lead time and overhead.
• Excess Pages Handwork Surcharge: Surcharge is assessed per mail piece (not per page). This surcharge only applies to multiple page bills that have too many pages to be inserted into a #10 envelope by machine. This surcharge covers the necessary manual labor required to process these mail pieces.
• Address Updates – NCOALink or ACS: Per reported update. InfoSend electronically reports the addresses it received in your data that need to be updated because the customer filed a Change of Address Report with the USPS. Cost is per update.

Materials
• Paper Stock: White paper stock with or without perforation. Paper is 8.5x11” and 24lb. Price includes all inventory costs. A larger 8.5x14” format is available at a higher material cost and higher printing cost. • Outgoing #10 Envelope: #10 InfoSend Standard Double Window Outgoing Envelope. Includes security tint printed on the inside of the paper stock and clear film that prevent the contents of the envelope from being viewed. Sourced with sustainably logged paper (SFI). • Return #9 Envelope: #9 InfoSend Standard Single Window Return Envelope. Includes the same security tint and SFI paper as the #10. • Outgoing Flat Envelope: Single window envelope, only used for multiple page statements that do not fit in the #10 envelope.

Insert Services
• InfoSend Produced Inserts: Utilizing InfoSend printing and/or design services, inserts can be produced by InfoSend. Price quoted on request. • Envelope Messaging (Snipes): Custom messages and images can be printed onto the standard InfoSend #10 double window envelope as a more cost-effective alternative to pre -manufactured custom envelopes. The price depends on the artwork – number of colors and whether it prints on one or both sides of the envelope, as well as order quantity. Price is quoted upon request. • Electronic Inserts: Fee per digital image of a physically produced insert included in the PDF copy of a document. Ensures that client representatives and client customers can get the same information in the electronic bill as would go out physically. • Inserting Fee: Client provided or InfoSend produced inserts to be included with InfoSend produced mail. Additional fee applies if insert arr ives at InfoSend but requires folding prior to insertion. Setup fees may apply for programming selective inserting. InfoSend-printed inserts are quoted upon request.

Optional Document Services
• Enhanced Print Quality: The baseline print image quality for transactional documents such as statements and invoices is 600 x 600 DPI. Work produced from InfoSend’s Anaheim facility can be printed at an enhanced image quality at an additional cost. This option use s high definition pigment ink & variable drop sizes to achieve a perceived 1200 x 1200 DPI image quality. • Print Image Archiving: Fee per document to process, index, and store a document as a PDF for a set number of months. PDFs are securely accessed using an InfoSend website application, and includes USPS mail tracking for all outbound First Class mailed documents . Setup fees may apply depending on configuration needs.
• Print Image Archive API Monthly Support Fee: A flat monthly support fee to provide API access to documents in the InfoSend Print Image Archive. InfoSend will work with the designated third parties that a Client chooses, and provide support and open access to A PI calls on a monthly basis.
• Final Doc Transfer FTP: Each completed InfoSend batch is indexed and transferred to you via FTP or SFTP to store on your own network.

InfoSend’s standard Batch File format is one PDF per batch with an XML companion file providing meta data and page numbers. I f the client requires a custom scheme, including individual PDFs per each image in a batch, the Custom fee applies. Note: setup fees may also app ly for some custom setups.
• Professional Services Fee: Per hour and performed only upon request for customizations made to processing program or document format after go-live. Work is only started after receiving client approval of a formal quote. • Returned Mail Handling: InfoSend will provide electronic reporting of mail that is returned by USPS, saving clients the hassle of receiving and opening returned mail to update records. All records which are not delivered will be securely destroyed and recycled after reporting. • Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inbound mail from customers utilizing an included remittance stub in the outbound mail. With Remit Tracking clients will be able to see when a customer responded to the origin al mail piece, as well as get a daily report of inbound mail with an estimated value of payment remittances based on the outbound mail.

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Simi Valley City CouncilMay 11, 2026

Simi Valley City Council
May 11, 2026