Page 5 of 12 City of Mukilteo 11930 Cyrus Way Mukilteo, Washington 98275 425-263-8030 www.ci.mukilteo.wa.us/
REQUEST FOR PROPOSAL
MANAGED PRINT SERVICES
CITY OF MUKILTEO
ACQUISTION SCHEDULE
The Acquisition Schedule is as follows, with all times listed in Pacific Time. The CITY OF MUKILTEO reserves the right to revise the Schedule or other portions of this as necessary.
Description Date
Release Solicitation September 3, 2013 On-site Evaluations by Vendors September 9 to
September 20, 2013
Bids Due September 25, 2013
Anticipated Award Date October 7, 2013
Expected Period of Contract: An annual contract tentatively beginning October 15, 2013 through October 31, 2014
Option to Extend Contract Period: At its sole discretion, The CITY OF MUKILTEO may renew any contract awarded as a result of this for additional terms in whatever time increments CITY OF MUKILTEO deems necessary.
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Consumables include toner & printer parts Page 2 of 12 CURRENT PRINT ENVIRONMENT:
An assessment of our current environment is comprised of the printers listed in the table below. There are 21 devices, consisting of 4 different manufacturers throughout 6 main buildings. Devices are located within common work areas, specified copy rooms, private offices and secured locations.
Manufacturer Model Location B/W Copies* Color Copies*
Canon iR-ADV C7065 60.39 City Hall 9075 2523 Canon iR2018/P City Hall 2196 Not applicable Canon iRC5185 City Hall 12414 3471 Canon iRC3380 Fire Station 25 1913 1509 Canon iR-ADV 4045 Police Station 7113 Not applicable
HP HP LJ 9050dn City Hall 2204 0 HP HP LJ 9050dn City Hall 652 0 HP Designjet 4500ps City Hall No data avail No data avail HP HP LJ 9050dn City Hall 1536 0 HP HP LJ color M451dn Fire Station25 72 527 HP HP LJ P2035n Fire Station 24 118 0 HP HP LJ CP2025dn Fire Station 24 301 273 HP HP LJ P3015 Police Station 2986 0 HP HP LJ P3015 Police Station 707 0 HP HP Color LJ CP2025dn Police Station 244 884 HP HP Color LJ CP2025dn Police Station 887 1434 HP HP LJ MFP 400 425dn Public Works 1105 0 HP HP LJ P3015 Rosehill CC 367 0 HP HP LJ P3015 Rosehill CC 2587 0 Konica/Minolta BizHub 420 Police Station 1461 Not applicable
Xerox Xerox 9566 Rosehill CC 3519 5795
Please note that there are three other printers not noted in this table. These printers will not be included in the services, they include 1 HP4000 at Public Works, 1 Brother H4040CN at Fire Station 25, and 1 HP LJ at Fire Station 24. Two are obsolete and the third is not the property of the City of Mukilteo. * Monthly Average Volume for this copier
1. OBJECTIVE
CITY OF MUKILTEO is seeking a managed print solution that will increase productivity and efficiency as well as reduce overall costs and our footprint in the environment. A managed print program would help CITY OF MUKILTEO monitor and manage the print infrastructure. This would make it easier to monitor and lower printing costs, as well as improve the functionality of document generation and use. In addition, it would significantly reduce CITY OF MUKILTEO technical staff time required to support print functions, save storage space for consumables, eliminate CITY OF MUKILTEO administrative time required to manage consumables, and increase control of our print output.
The primary objectives are: (1) the optimization and management of our printing and imaging devices such as printers, fax machines, copiers and multifunction devices by consolidating as many functions as possible; and (2) to develop a contract with one vendor to service all in scope printers at all locations, thus streamlining equipment maintenance and reducing the number of equipment service and repair agreements, thus reducing print costs.
Vendors must provide a proposal for Managed Print Services for the City addressing all requirements outlined in this RFP.
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Consumables include toner & printer parts Page 3 of 12
The CITY OF MUKILTEO seeks to entertain solutions that will provide one vendor to manage all department print needs, maintain its printer fleet as technology changes; as well as allow the CITY OF MUKILTEO to consider future document management solutions going forward which will include:
• Having an available, accurate detailed list of all devices and locations throughout the City’s departments.
• The ability for the City to see and manage the cost of printing throughout their departments with usage reports for auditing (who is printing what and how much did it cost)
• Citywide year end cost analysis that provides a detailed report with total cost, department costs, and performance review along with recommendations to improve operations and reduce costs further.
• The ability to expand or contract the overall size of our document output fleet as needs change without penalties or refinancing of hardware and software.
The CITY OF MUKILTEO’s goal is to have fewer devices in use and still meet business needs. This will allow CITY OF MUKILTEO to continue to lower its operating costs associated with print output.
This is a service contract in which the vendor assumes full responsibility and risk for all printier supply needs and maintenance services. The expectation is that CITY OF MUKILTEO will be responsible solely for the cost per print. Maintenance costs are included as part of the cost per print.
Successful vendor shall be responsible for all facets of the management of a Print Services program to include but not limited to installation, support, service (except for specified devices) metering, supplies, billing, equipment moves, removals, short term rentals, loaners, etc. In meeting this objective, the CITY OF MUKILTEO is seeking vendor responses that will clearly:
• Ensure that CITY OF MUKILTEO employees are continually satisfied with the printing/copying environment provided
• Control, monitor, manage, and reduce overall print costs for the City
• Decrease our overall print output services operational costs
• Provide the ability to monitor print volumes by device and create incentives for staff to reduce print volumes
2. REQUEST FOR PROPOSAL
This RFP clearly outlines the Managed Print Service requirements that will meet the needs of the City.
All Vendor representatives/technicians will adhere to CITY OF MUKILTEO security and
confidentiality Policies and Procedures. Vendor is allowed on CITY OF MUKILTEO premises during normal operating hours, Monday through Friday between the hours of 8:00 a.m. and 5:00 p.m. excepting legal holidays, entering through the main lobby of each facility and signing in at the security station.
The Department currently utilizes a variety of equipment brands, including Canon, HP, Konica Minolta and Xerox. The most effective managed printer service provider (MPSP) will be one that can manage and maintain all brands of machines under one contract and one simple billing system. Should the provider not offer services for a particular brand of copier, a solution to this must be provided in writing within the response. Solutions can include but are not limited to the replacement of the copier by the service provider. If replaced, the copier supplied must offer the same services and be of equal value to the copier that it is replacing. This must be achieved without added cost to the CITY, and the
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Consumables include toner & printer parts Page 4 of 12 SUPPORT AND MAINTENANCE
A. Vendor must perform full-service support for all printers listed in the response during normal business hours (Monday–Friday, 8 a.m.–5 p.m.) within the pricing proposed.
B. Additional costs will not be allowed for consumables1 (parts) or toner. Paper will be provided by the CITY OF MUKILTEO.
C. Vendor must provide telephone support for CITY OF MUKILTEO staff questions. This phone access must be available to the CITY OF MUKILTEO at no additional charge for as long as the Vendor is maintaining the equipment.
D. Vendor must perform all preventative maintenance services on all devices at the
manufacturer’s suggested intervals and will guarantee the use of only original manufacturer’s parts and supplies.
E. Vendor must maintain a four-hour service response, 2 hour call-back, and 4 hour on-site. The 4 hour requirement is calculated from the time the first phone call is made for support to the vendor until the appropriately trained technician is on site.
F. Vendor will guarantee a loaner machine anytime equipment is down for more than one business day. The loaner will remain on site until the original unit is repaired or replaced. In the unlikely event that a loaner is not available, a new unit will be provided.
G. Vendor shall dispatch certified repair technicians to all facilities.
H. If any device has four repeat service calls or if there is more than a 3 day delay in parts, the service department shall replace the troubled unit with a like unit until the device is repaired correctly without cost to CITY OF MUKILTEO.
I. All devices must be serviced at the facility in which they are located, and cannot be removed from facility for service/maintenance. If the device is replaced due to inoperability, the CITY OF MUKILTEO, requires that all hard drives be removed and retained by the CITY. The device must be wiped of all data before being removed from facility for disposal.
J. Consumable1 supplies shall be delivered within 24 business hours (8 a.m. to 5 p.m., Monday through Friday) of order, regardless of location. Inability to deliver within that time due to severe or extreme weather conditions will be negotiable provided CITY OF MUKILTEO is given at least 8 hour advance notice. Consumable supplies must meet original equipment manufacturers specifications. Vendor assumes all responsibility for hardware performance due to consumable supplies. Vendor retains ownership of all consumables inventory. Down time due to lack of consumable supplies will not be acceptable.
K. Must provide Multi-brand device support for existing and new single function printers.
L. Proactive Vendor managed Break/Fix alerts with Help Desk integration to initiate proper action.
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REPORTING
Vendor must provide quarterly electronic (Excel) service reports to CITY OF MUKILTEO to include at a minimum:
• Equipment ID No., Serial No., Make, Model, and meter reading.
• Average service response time.
• Percentage of Up-time
• Average number of service calls per month over the reporting quarter
• Average pages between failures over the reporting quarter
• Average days between failures over the reporting quarter
• Average downtime/uptime over the reporting quarter
• Average response time over the reporting quarter
• Average on-site response time over the reporting quarter
• Average repair times after receiving original request for maintenance over the reporting quarter
SECURITY
A. Vendor shall supply the CITY OF MUKILTEO with the necessary software tools to connect to all network printers and multifunction device’s allowing for continuous status monitoring and trouble reporting.
B. Move/Add/Change/Disposal Services for all in-scope devices. Vendor will maintain an asset database on all CITY OF MUKILTEO devices including managing the process for adding/changing and removing devices.
C. On-site technicians who will be servicing and maintaining devices within CITY OF MUKILTEO Police departments must be fingerprinted, pass background check, and attend security awareness training before servicing any equipment at this location. This is in compliance with FBI and CJIS requirements.
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3. COMMUNICATION THROUGH SOLICITATION COORDINATOR
It is the responsibility of the potential bidders to carefully read, understand, and follow the instructions contained in this solicitation document and all amendments to the solicitation.
Upon release of this RFP, all Vendor communications concerning this acquisition must be in writing and directed to the RFP Coordinator listed below. Unauthorized contact regarding this RFP with other City employees may result in disqualification.
Coordinator Scott James
Physical Address 11930 Cyrus Way, Mukilteo WA 98275 Mailing Address 11930 Cyrus Way, Mukilteo WA 9275
Phone 425-263-8030
Fax 425-212-2069
E-mail [email protected]
Any verbal communications will be considered unofficial and non-binding on CITY OF MUKILTEO. Vendors must submit their questions in writing in order to receive an official, written response from the RFP Coordinator. Vendors should rely only on written statements issued by the RFP Coordinator.
On-site evaluations can be scheduled with Mary Thomas, Desktop Support Technician at 425-263-8037. The on-site evaluations will be available beginning September 9, 2013 and ending September 20, 2013. The times available for the evaluations vary and are at the availability of the CITY OF MUKILTEO Information Techonology department.
4. PROPOSAL SUBMISSION
A. Each Vendor may submit only one proposal in response to this RFP.
B. You must respond to every section in the specifications except where otherwise noted. Your response must be sufficiently detailed to substantiate that services offered meet the requirements of the RFP. Vendors must respond to each item/paragraph using the same headings as detailed within this document. Be succinct, concrete, and use quantified descriptions whenever possible.
C. Please provide the following information for the CITY OF MUKILTEO:
• Federal Employer Tax Identification Number
• DUNS Number
• UBI Number
• SWV Number
D. Vendor’s Response must be separated into the following sections.
• A Technical Proposal to include
o Detailed project plan with implementation and communication process
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o Detailed maintenance and support procedures
o Methodology for handling change requests
o A Training Plan
o Sample proposed Detailed Usage Reporting and Invoice Format
o A Management Proposal and
o A Cost proposal
E. Vendors must submit their Responses in both print and electronic formats as follows (no e-mail responses will be accepted):
• One (1) complete hard-copy original, signed (in ink), and three (3) additional copies. Firms shall clearly mark the ink signed copy as "original".
• One (1) complete electronic copy formatted in Microsoft Word version
2003/2007/2010. Ensure that the media is labeled with the date, title, number, and Vendor’s name and packaged with the original copy of the proposal. Do not submit in PDF format.
F. Late proposals will not be accepted and will be automatically disqualified from further consideration. All proposals and any accompanying documentation become the property of the CITY OF MUKILTEO and will not be returned.
5. INCORPORATION OF PROPOSAL INTO CONTRACT
This and the Bidder’s response, including all promises, warranties, commitments, and representations made in the successful proposal, shall be binding and incorporated by reference in the CITY OF MUKILTEO’s contract with the Bidder.
6. COSTS OF PROPOSAL PREPARATION
CITY OF MUKILTEO will not pay any Bidder costs associated with preparing or presenting any proposal in response to this.
7. PROHIBITION OF VENDOR TERMS AND CONDITIONS
A Vendor may not submit the Vendor's own contract terms and conditions in a response to this. If a proposal contains such terms and conditions, CITY OF MUKILTEO, at its sole discretion, may determine the proposal to be a non-responsive counteroffer, and the proposal may be rejected.
Regular maintenance will be at the discretion of the vendors as long as it does not cause the equipment to cease working.
On-site and Remedial Maintenance Arrival Time. If Vendor fails to arrive on site in response to any service call at the CITY OF MUKILTEO facility or fails to arrive on site in response to any service call at CITY OF MUKILTEO locations citywide within four (4) Business Hours, vendor will discount CITY OF MUKILTEO 5% of the total service billed for that specific machine based on the meter clicks billed from the previous quarter period.
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8. PROPOSAL EVALUATION and SCORING
The evaluation criteria for this RFP reflect a wide range of considerations. While pricing is important, the primary objective of this RFP is to select a reliable, experienced Vendor who will provide the comprehensive, responsive services required by CITY OF
MUKILTEO. Consequently, the Apparently Successful Vendor may not necessarily be the Vendor offering what appears to be the lowest cost.
The Vendor who meets all of the RFP requirements and receives the highest number of total points as described below will be declared the Apparently Successful Vendor. CITY OF MUKILTEO will enter into negotiations for a contract with the Apparently
Successful Vendor. Should contract negotiations fail to be completed within a reasonable period of time, CITY OF MUKILTEO will cease contract negotiations, declare the Vendor with the second highest score as the Apparently Successful Vendor, and enter into contract negotiations with that Vendor. At CITY OF MUKILTEO’s discretion, this process will continue until a contract is signed or no qualified Vendors remain.
EVALUATION PROCESS
Responses failing to meet a Mandatory requirement will be disqualified from further consideration. If, however, all responding Vendors fail to meet any single Mandatory item, CITY OF MUKILTEO reserves the following options: revise the RFP, delete the Mandatory item or cancel the RFP.
COMPUTATION OF SCORE
Vendors will be awarded scores based on the combined score factors listed below, with a total of 1500 points available. The computation of scores assigns a relative importance to each section of the response by assigning the following point values:
Criteria Points
Available Experience & Qualifications 500
Delivered Services Factors 500
Cost Factors 500
Totals 1500
DELIVERED SERVICES FACTORS
The scored delivered services factors comprise the elements of service, service delivery, training, monitoring and tracking the overall service environment.
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Description Points
Available Maintenance
Plan for Changes, Updates, Additions Plan for Ongoing Maintenance Services Device Cleanliness
Equipment Monitoring Process
Routine walk-around inspections of devices
200
On-site Service and Repair
Response Time
Back-up Equipment in place Escalation Process
200
Operation of Print Environment
Ticket Acknowledgement Response Time Activity Reporting and Tracking
Consistency of Device Interface design Clear Device labeling and naming Invoicing and billing processes
100
Totals 500
COST FACTORS
Cost factors include per impression prices for Black and White as well as color
impressions. The CITY OF MUKILTEO objective is determining the best value for our “pay-as-you-print” environment.
Description Points
Available
Price Per Impression
Black-and-white 250 Price Per Impression
Color 200
Credit/Refund 50
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9. SECURE ACCESS to NETWORK
• All equipment shall be maintained to achieve at least a 95% uptime rate. Uptime is to be judged individually for each device and not based on the aggregate of all devices.
• Vendor shall propose an approach for moving, adding, or changing equipment
10. SECURE ACCESS to NETWORK
In order to obtain access to the Customer’s Local Area Network (LAN), e-mail, or supported computing environments, the successful Vendor must comply with the Customer’s network access policy and any other applicable security policies or
procedures. Prior to access, the successful Vendor must complete and sign any applicable agreements as required by the customer. Network access will be conditioned upon final approval by the Customer.
11. MAINTENANCE SUPPORT
Vendors are to include a full description of proposed maintenance program(s) in their Response, and all maintenance costs must be included in Vendor’s Price Proposal. As an option, Vendors may list any additional maintenance and technical support coverage options (preventative or otherwise) they feel will be of interest to CITY OF MUKILTEO. Preference may be given to the Vendor who offers the most comprehensive maintenance and support model, including hours outside standard eight (8) hours per day, five (5) days per week coverage.
Vendor shall provide on-site Equipment service and repair to all CITY OF MUKILTEO locations. At a minimum, CITY OF MUKILTEO requires the following features to ensure agency production is not jeopardized as a result of any device being down for an extended amount of time.
12. REPORTING
Vendor shall supply CITY OF MUKILTEO with reports each month showing the volume for each device by print and copy.
These monthly reports shall, at a minimum, include the following report types with a breakdown by black-and-white impression counts and color impression counts:
• Total monthly volume by black-and-white impressions, color impressions
• Monthly volume per printer, with average year-to-date volumes
• Monthly volume by location;
• Trend comparison reports for B&W and Color.
Reports will be provided by Vendor to CITY OF MUKILTEO on an agreed-upon
schedule to coincide with the monthly invoicing of contract costs, and will be provided in an electronic format compatible with CITY OF MUKILTEO’s current software
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Every quarter, Vendor shall provide to CITY OF MUKILTEO a review of the previous quarter’s usage and volumes no later than the second week following the end of the quarter. This quarterly review shall include reports, hardware and service statistics, and recommendations for updates or changes to Software or Hardware that will improve efficiency, reduce print volumes, or lower overall costs. CITY OF MUKILTEO and Vendor shall use this quarterly review in combination with the annual customer satisfaction survey to come to mutual agreement regarding the need to add, remove, change, or update any hardware or software included in the Managed Print Services.
This resource will have the ability to conduct a formal survey annually to determine the level of satisfaction of CITY OF MUKILTEO employees have with the Managed Print Services provided by Vendor. Vendor will be expected to meet with CITY OF
MUKILTEO to review the customer satisfaction survey, Vendor’s quarterly reports, and other CITY OF MUKILTEO feedback in order to arrive at mutually agreed to solutions to any unsatisfactory Service or Products.
13. COST/PRICE PROPOSAL
The Vendor submitted price proposal will contain the elements as listed above in the Cost Proposal. The Vendor may include any additional information concerning price and costing factors in this section.
Price Proposal Requirements
Vendor rates shall be given in United States dollars and shall include all costs that will be charged for performing the tasks necessary to accomplish the requirements set forth in this RFP. This rate will not include sales tax which will be a separate line item on any invoice.
Price Quotations
All Prices for Managed Print Services shall be given on a per impression basis for black-and-white and color.
Vendor must implement the proposed Managed Print Services at no additional cost to CITY OF MUKILTEO. Therefore, all Vendor transition costs, including, but not limited to, the costs of conversion of existing Equipment and all impressions made during implementation and testing prior to the Contract Starting Term Date shall be included in Vendor’s Price Proposal.
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14. MANDATORY TECHNICAL RESPONSE
Describe how your company will support and maintain all print devices described herein. The description should include experience, certification and training for technicians assigned to the account, maintenance of parts and supply inventory, and scheduling and assignment of technicians working on the
account. The Contractor must show that it has the infrastructure to support all our locations and describe the service and repair process by addressing the following:
Describe the total process your organization follows for a service call.
• How are after-hours service calls taken?
• What is the process a customer should follow for the escalation of a service issue?
• How many certified technicians does your organization have for MPS?
• Does your company offer User Help Desk support as a standard service offering? If yes is this service outsourced? Where?
15. REFERENCES
Vendors must also provide a minimum of three relevant references, preferably city, county or state agencies of current clients for whom your firm has performed similar services within the past three (3) years, specifying :
• Client name
• Contact person and contact person’s title
• Contact person’s address, phone number, fax number and e-mail address CITY OF MUKILTEO reserves the right to contact any references provided by the Vendor.
