AMI The Paperless Company
THE PAPERLESS COMPANY
AMERICAN MICROIMAGING, INC.
DOCUMENT SCANNING & QUALITY CONTROL
SERVICES
-REQUEST FOR PROPOSAL-
FOR
July 7, 2017
AMI-The Paperless Company
1125 West 6th Street
Suite 200
Los Angeles, CA 90017
Tel (213) 250-3000
Fax (213) 596-0152
www.AMIpaperless.com
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING SERVICES
October 31, 2013
AMI – The Paperless Company
General and Administrative Information
Ownership and Non-Disclosure
The contents of this proposal are considered confidential, proprietary, and remain the property of
American MicroImaging, Inc, (AMI) and the City of La Quinta (City) and its legal entities. The information
contained herein may not be disclosed to anyone outside of the City of La Quinta’s employees without
written permission from AMI.
Proprietary Notice
The ideas and designs set forth in this proposal are the property of AMI and are not to be copied,
disseminated or distributed to third parties without the written permission of AMI.
General Information
The recommendations for equipment and services contained in this proposal are based on data the City
has furnished to AMI. While we believe our estimates to be sound, the degree of success that programs,
equipment and services can be applied to data processing is dependent on many factors, many of which
are not under AMI’s control. Therefore, our estimates as to the results to be obtained must not be
regarded as expressed or implied warranties.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 1 of 42
T…..TABLE OF CONTENTS .T
DESCRIPTION PAGE
SECTION I: COVER LETTER ............................................................................................................................ 2
SECTION II: AMI BACKGROUND .................................................................................................................... 3
INTRODUCTION ..................................................................................................................................................................... 3
CORPORATE INFORMATION ..................................................................................................................................................... 3
AMI: A PERFECT PROJECT MATCH ........................................................................................................................................... 4
CITY OF LA QUINTA REQUIREMENTS .......................................................................................................................................... 4
AMI PROFILE ....................................................................................................................................................................... 7
AMI KEY STAFFING PLAN ..................................................................................................................................................... 10
RESUMES ........................................................................................................................................................................... 10
SECTION III: RELEVANT REFERENCES ..................................................................................................... 13
SECTION IV: DISCLOSURE ........................................................................................................................... 17
SECTION V: AMI METHODOLOGY ............................................................................................................... 18
AMI CHAIN OF CUSTODY APPROACH ...................................................................................................................................... 18
AMI SCANNING PROJECT APPROACH ...................................................................................................................................... 20
CONVERSION PROCESS ......................................................................................................................................................... 21
ASSUMPTIONS .................................................................................................................................................................... 24
AMI LASERFICHE BRIEFCASE PROCESS ..................................................................................................................................... 25
AMI IMAGES INDEXED IN LASERFICHE ..................................................................................................................................... 27
HOW TO ATTACH A LF VOLUME TO LASERFICHE......................................................................................................................... 28
AMI INFRASTRUCTURE ......................................................................................................................................................... 32
SECTION VI: AMI GUARANTEE .................................................................................................................... 33
SECTION VII: AMI PRICING CHART ............................................................................................................. 34
SECTION VIII: AMI COMPLEMENTARY SERVICES ................................................................................... 35
AMI FULL SERVICE OFFERINGS .............................................................................................................................................. 35
AMI CONSULTING ............................................................................................................................................................... 35
UNLIMITED HELP DESK SUPPORT ............................................................................................................................................ 36
SECTION IX: AMI SUBCONTRACTING ........................................................................................................ 37
SECTION X: CITY OF LA QUINTA RESPONSIBILITIES............................................................................. 38
SECTION XI: INSURANCE AND INDEMNIFICATION .................................................................................. 39
SECTION XII: NON-COLLUSION AFFIDAVIT .............................................................................................. 40
SECTION XII: ACKNOWLEDGEMENT OF ADDENDA ................................................................................ 41
SECTION XIV: AUTHORIZED SIGNATURES OF AMI OFFICIAL .............................................................. 42
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 2 of 42
SECTION I: COVER LETTER
Ms. Monika Radeva - Deputy City Clerk
City of La Quinta - Request for Proposal – Scanning Services
78495 Calle Tampico
La Quinta, CA 92253
Dear Ms. Radeva:
American MicroImaging, Inc. (“AMI”) is the leading provider of Document Conversion Services, scanning
systems, document management solutions and integration featuring Laserfiche Systems to Government and
Commercial establishments in California. We are submitting this proposal to satisfy all requirements of the
Document Scanning & Quality Control Services RFP and demonstrate the fit between your specific
expectations and our capabilities. This is a “turnkey” solution based on the requirements outlined in this RFP
and includes consulting and ongoing support. We believe that AMI will provide the highest quality and most
effective document conversion solution to the City of La Quinta, Public Works, Building Department, their
staff and the constituents of the Desert Gem. The AMI Advantage includes superior project planning and
methodology with the agility to successfully adapt on-the-fly to the changing needs of the Deputy Clerk and
all City Departments. Working in concert with the City to define the unique collaboration necessary to
assure quality, accuracy and efficiency with Laserfiche Briefcase export is our core competency. We have
more experience than any local organization with Laserfiche and PW and Building & Planning records.
AMI combines over 49 years of Document Conversion experience with 15 years of Laserfiche expertise in
consulting, implementing and executing integrated projects. AMI has established a still growing reputation
of excellence in Government applications particularly with complex and multifaceted projects. Successful
execution where coordination and precision are required to assure requirements are met the first and every
time. With our unprecedented longevity in document conversion services comes peace of mind for City
stakeholders. This expertise has been strategically matched with a decade of Business Solutions Innovation
that constantly improves our production capabilities. The third “leg on the stool” is our Professional
Services Team that assures optimum throughput, 100% import accuracy and zero downtime. AMI will
provide the highest levels of customer service by assigning a direct contact familiar with all phases and
aspects of your projects and is equipped to resolve any issues that develop. We will establish regular status
meetings to insure goals, objectives, and service levels are met. Your dedicated service team use cutting
edge technology and in house tech support to meet the La Quinta vision. We are a certified Small Business
Enterprise (SBE) Co and an Equal Opportunity Employer. AMI submits this proposal to satisfy all expectations
of this RFP for 90 days. AMI assures no conflict of interest with the City and performed 100% in US.
Our commitment to the City of La Quinta is dedicated and the results guaranteed
Sincerely,
George Bandarian II, President & CEO- , CDIA+, george@amipaperless.com, 213.250.3000x111
AMI - The Paperless Company (American MicroImaging, Inc.)
1125 W. 6th St., Suite 200, Los Angeles, CA 90017
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 3 of 42
SECTION II: AMI BACKGROUND
INTRODUCTION
Thank you for providing American MicroImaging, Inc. (“AMI”) the opportunity to submit our
proposal to the City of La Quinta for the document scanning and quality control of your Building,
Planning, Engineering Projects, Plans and Permit documents and large format plans of various sizes
for import to your Laserfiche ECM System.
CORPORATE INFORMATION
Legal Entity Name: American MicroImaging, Inc. (AMI)
Mailing Address: 1125 West 6th Street
Suite 200
Los Angeles, CA 90017
Production Facility Location: Same
Main Phone Number: (213) 250-3000
Main Fax Number: (213) 596-0152
Web Address: www.amipaperless.com
Type of Ownership: Corporation
State of Incorporation: California
Federal ID#: 95-3517170
CA State ID#: C0985324
Los Angeles THE COUNTY ID#: 0000833259-0001-9
Resale #: SR AS 11-745535
Principal Type of Business: Provider of Document Management Solutions & Services
Years in Business: 49 Years; since 1968
Years Providing Services: 49 Years, since 1968
Contact Person: George Bandarian II
Contact Title: President/CEO
Contact Phone: (213) 250-3000 x111
Contact E-mail: george@amipaperless.com
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 4 of 42
AMI: A PERFECT PROJECT MATCH
AMI meets or exceeds all requirements and provides the necessary planning, experience and the
commitment to a team approach (with both La Quinta project staff and AMI project management,
production and technical staff) required to make this project a success. To assist with your evaluation,
we’ve provided a summary of key benefits of a potential partnership between us.
CITY OF LA QUINTA REQUIREMENTS
Proposal Submission Deadline 7/7/2017.
AMI will receive documents from La Quinta and perform all scanning services off-site and store in a safe
and secure location avoiding potential risks.
All documents will be scanned on a one-to-one scale in color, grayscale, or black and white depending
on the need according to original and City direction.
AMI is responsible for preparing the documents for scanning, which will include the disassembling (un-
stapling) scanning, and reassembling (no re-binding) of all documents in the manner and order received.
AMI ensures same day digital delivery or next working day physical delivery of any document(s) that is
out for scanning services and are needed by the City.
AMI will provide (100%) quality control on all documents. The City will be provided with a quality control
scheme that will be implemented in a preparation area, scanning, and post scanning in order to ensure
accuracy, completeness and readability.
Upon completion of the contents of each scan, AMI will deliver the Drive/Images, Index and files to City
and pick up the contents of the next scan.
Qualifications and Experience. AMI has 48 years of experience providing the same or substantially
similar services to those described in the SOW.
Professional References. AMI has provided more than five (5) references of clients for whom the
Proposer has conducted the same or very similar services, as described in the SOW of this RFP.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 5 of 42
Insurance. AMI meets and show proof of ability to meet the insurance coverage requirements for all the
programs of insurance in the amounts specified.
Business License and Certifications. AMI holds all required licenses, permits, certificates and other
credentials required by the nature of the contract work to be performed.
AMI will provide all digital imaging equipment including networks, scanners, servers, workstations,
supplies and staff required for scanning in the time allotted
AMI has a 49 year track record of providing similar document conversion services for Governments
including Planning, Community Development and Public Works are our most common departments.
AMI has provided descriptions of the chain of custody process and scope of work herein. Recent
relevant references have been provided including the contact information.
100% Guarantee - If you are dissatisfied with the performance of any of our products or
services, we will make things right - or give you your money back. Guaranteed.
Flexibility – Providing you with a dedicated team able to adapt and respond to the unique
conditions for each department within La Quinta, all while providing the guidance that comes
from 49yrs of business.
Related Experience In Digitizing Documents Of This Type – Out of the plethora of document
types, AMI specializes in and has had significant project experience dealing with government
documents, accounting, permits, reports and plans. Fully understanding the complexities that
each department requires from color, to size, to volume, and always with concern to security of
the documents.
Higher Quality Doesn’t Mean a Higher Price – AMI is able to be very competitive with pricing
because this is our core competency. We have developed process improvements due to our
extensive experience with high-speed scanning, our utilization of the industry’s best equipment
and our adherence to best practices through SOP’s that allow us to best control costs.
Staffing – With a combined experience of over 140yrs, we have grown and developed a team
that is practiced and professional and still able to develop new solutions to the challenges of
today. AMI has solid retention because we offer a professional environment where we develop
our leaders of tomorrow from our staff of today.
Quality – Although our equipment and people may be very fast, for the past 45yrs we have been
best known for our quality. Additionally our quality guarantee ensures that every image is
legible and every index value is accurate.
Project Start –We are ready to start as soon as La Quinta deems necessary, a great benefit of
working with a small business in Southern California.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 6 of 42
Experience – Over 45 Years in Business providing high-quality Business Records conversion
services. Our Team has over 140 years’ experience working with State and Local Government,
prominent institutions, non-profits and Fortune 500 companies.
Project Status Meetings - AMI Project Manager will hold Project Status Meetings every week
(more during start-up) to ensure that the City is always aware of up-to-minute progress and
available at any time for questions, comments, and concerns.
Flexibility – AMI will adapt to the City’s requirements as they change. If scope creeps or
volumes change, we will accommodate
Customer Service andTechnical Support –The City’s single point of contact will be Project
Manager, Jeffrey Long. Mr. Long will be your primary contact for the project throughout its
duration and will be available 24/7 if necessary. Not only is he a great Project Manager, but
clients love his sincerity and commitment. Should any need for “technical support” arise, Jeffrey
will engage one of our in house IT team members to quickly resolve the issue. The City project
manager will also have emergency cell phone numbers for direct access, should the need arise.
Instant File Access – Whenever the City staff need access to any file while in processing, they
can request the images (or paper file) from laquintadocrequest@amipaperless.com to provide
them instant access to whatever they need same day!
Security and Confidentiality - AMI upholds the highest Security and Confidentiality standards
while in possession of Customer Documents. Our proven processes ensure that documents
remain in the same condition as presented when returned and are only handled by authorized
staff at all times.
Industry-Leading Document Management Expertise – As a Winner’s Circle award winner each
year since 2003; AMI is an expert in Document Management and we leverage this to improve
the entire process to import into your own repository.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 7 of 42
AMI PROFILE
AMI is a premier provider of Enterprise Content & Document Management solutions and services since
1968. AMI has been praised for converting millions of irreplaceable physical records of all types and
populating Laserfiche repositories for government agencies like La Quinta for decades. As a perennial
Laserfiche ‘Winners Circle’ VAR each year since 2003-2016, and more than 48 years’ experience providing
Document Conversion Services since 1968, we've learned what it takes to do it right. Over the years we've
developed a standard Implementation Methodology that we follow to ensure the success of each project.
AMI has a track record of exemplary design, implementation, project management and ongoing support as
evidenced by our longevity, references and awards each year. In the last twelve months we have won
contracts with Cities, Police Depts., County Courts, Unified School Districts, Global Aerospace
Manufacturers, Community College Districts and Universities with hundreds of users on multiple continents.
We specialize in innovating our customer’s processes for optimization and adoptability. This has led to
efficiencies that are always highly sought after in Corporate America but also crucial to government
agencies, particularly now. We have many ecstatic clients, including those in local government. A sampling
of recent references is provided here. Our differentiation begins with our process of understanding the
business needs of our clients and delivering a specific solution with economically.
By leveraging our expertise in Process Design, Document Conversion and Customer Support including Onsite
Production we maintain a competitive advantage over firms that don’t have the experience or methodology
to provide best in class in each category much less seamlessly integrate them together. It's our sincere
desire that through this proposal we are able to show AMI’s approach, implementation and project
management of the City Document Scanning Initiative providing indexed records from our BPO Scanning
Services Division and integrated into The City Laserfiche system will provide La Quinta with the most
complete, reliable and cost effective solution available.
AMI’s California headquarters and Production Facilities are located at:
1125 West 6th Street, Suite 200
Los Angeles, CA 90017
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 8 of 42
History and Structure
Our founder, George Bandarian Sr., was working as a microfilm sales and service technician for Kodak in the
1960’s. He believed in the technology and its benefits of saving space, providing instant access to
documents, and “making life at work easier”, so he set out to start his own company to make a wider
contribution to the Southern California business community. Today, over 45 years later, his son George
Bandarian II, President of AMI, continues the legacy into the Information Age and with visionary plans for
the future.
AMI specializes in all Laserfiche applications, and is a perennial Laserfiche Winners Circle reseller for 10
years. As a Professional Developer Partner (PDP) AMI customizes Laserfiche to meet specific Customer
requirements. AMI has created 10 commercially available products for ECM & BPM applications.
AMI is a certified Kodak Document Conversion Center (DCC) and we strictly adhere to AIIM and ANSI
standards for microfilming and scanning.
Mission
AMI vows to provide solutions that match technology with applications to enable companies to derive the
best value from their documents, information and employees. We help customers enjoy the benefits of our
document solutions, including instant accessibility, long-term security, increased productivity, improved
customer service, solid return on investment, and overall cost savings.
Most importantly, to always exceed Customer expectations and satisfaction with our expertise and industry
knowledge, professional quality of work, and a dedication to incomparable customer service in all areas of
document management.
Core Values
“Big enough to serve; Small enough to care” - emphasizes our strength as a small business capable of
serving high profile clients, yet small enough to provide personal attention and care.
As a family business, our dedicated employees enjoy family-like interaction and atmosphere, while they
follow the training and guidelines presented by the management. Each of our valued employees is
requested, and expected, to do their best to ensure the delivery of the highest quality work to our valued
customers.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 9 of 42
WHY CHOOSE AMI?
The benefits of AMI’s proposed solution are the following:
Familiarity – The fact that we’ve been successfully working with government and commercial
entities across six decades proves our deep understanding and commitment to the City.
Government Knowledge – We understand who you are, what you do, how you work, your
document processes and how to optimize them from a solutions and services standpoint. Though
we’ve done similar projects many times, we understand outsourcing is a first for you so we bring our
relevant experience to enhance Best Practices. But we also customize to meet the uniqueness of
your agency too. That is rare and valuable!
Technical Support – AMI is best known for our technical design and providing the highest quality of
service. We go the extra mile by serving you the way we like to be served. Pre, Mid and Post!
References – We are sharing a few relevant references that will validate our expertise and provide
the City the comfort you seek to make the right decision.
Project Management – At AMI we ensure success through proven implementation methodologies
and ongoing accountability reviews. This keeps misunderstandings short and scope creep minimal.
AMI COMPETITIVE ADVANTAGES
AMI’s competitive advantages have helped secure engagements with many large government and Fortune
clients over our larger national competitors. The following are keys to our success:
Experience – We’ve simply been providing document management solutions and services for 43
years now. We understand the process; we get the job done right.
Commitment to Exceeding Customer Satisfaction – Our desire to go above and beyond to attract
and maintain happy clients.
Highest-Quality Service – our focus on quality service, rather than speed of service or profitability.
Unable to compete with our larger competitors on speed and economies of scale, AMI realized that
our key differentiation strategy would have to be the quality of service we provide. This means that
we may not always be the lowest priced, but for the client it means peace of mind and project
success.
Big Enough to Serve; Small Enough to Care – emphasizes our strength as a small business capable of
serving high profile clients, yet small enough to provide personal attention and care.
Culture – AMI is a family business and is best known for taking care of both our employees and our
clients like family. This has led to an incredibly low turnover ratio and extremely satisfied
employees and clients.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 10 of 42
AMI KEY STAFFING PLAN
RESUMES
George Bandarian II – Lead Expert
President & CEO
Mr. Bandarian is an alumnus of University of Southern California with a Bachelor’s Degree from
Marshall School of Business in Entrepreneurship. In his experience, he has been materially involved
with the AMI family business for 15 years. He provides project management, process methodology and
executive oversight for all client services at AMI. Mr. Bandarian is a certified Enterprise Content
Management Practitioner (ECMp) and Certified Document Imaging Architect (CDIA+) and is involved in
each Government project.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 11 of 42
Rema Bandarian - Production Oversight
Vice President
Ms. Bandarian is one of the original owners and operators of AMI. Her 43 years of experience are the
very cornerstone of our company. Ms. Bandarian has a wealth of knowledge that can only be acquired
from spending as many years managing as many projects as she has in this business. Her industry
knowledge in unsurpassed; there is no document imaging project type that she hasn’t produced.
Ms. Bandarian was awarded the prestigious Small Business Woman of the Year Award in 2007 by the
Armenian American Chamber of Commerce. It was granted in recognition of her outstanding
commitment, dedication and service to the community, and her exceptional success in business.
Jeffrey Long –COO
Technical Project Manager
Mr. Long provides project architecture, process discipline and customer interface to Production and
Professional Services. His 15 years’ experience in Project Management, Operations, and System
Support enable Jeffrey to anticipate, communicate and deliver expectations consistently. He manages
all new projects for the AMI BPO Division as well as all On-Site client engagements. He has been in
Project Management for Technology and Healthcare companies over a decade. Jeffrey holds a BS in
Business Administration from Cal State Fresno.
Tom Denton – Client Advocate
Director of Sales & Marketing
Mr. Denton is a seasoned executive working in consultative capacities for over 20 years. He has led
sales and marketing efforts for National and Global companies such as Eastman Kodak, Creo America,
Heidelberg USA, Agfa and Trend at VP and EVP levels. His constant is delivering customer value through
innovation of technology and process improvement. As a previous plant manager, Tom is a rare
commodity combining solution selling with real world experience that enable him to navigate the
startup and close out of customer projects with empathy and confidence. Tom holds a degree in
Business Administration and various certificates of completion in Demand Generation, Value Creation
and Customer Satisfaction.
Michael Butler – IT Sponsor and Lead Architect
IT Manager
Michael Butler is the ECM Services Manager for AMI and will serve as the Chief Architect for this
project. His professional background combines extensive startup experience with over 10 years of
professional services and custom development projects including 100 projects designing and
implementing Electronic Content Management and Imaging Systems. He is Gold certified with
Laserfiche and an authority in by his peers including the Laserfiche Development Department. Michael
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 12 of 42
Butler holds a bachelor’s degree in Aeronautical Science and Minor in Physical Science and is an avid
hiker and general outdoorsman.
Lance Hom –Technical Support
Help Desk Technical Support Engineer
Mr. Hon works as a Help Desk Engineer within AMI’s Technical Support department. He will provide
on-going customer service and technical support to AMI Production Team and Technical Liaison with
City Administrator. Mr.Hom brings nearly 10 years technical support experience from working with
clients such as LA County Sheriff and College of the Desert. He is certified Document Management
System Expert through Laserfiche. Before joining the Technical Support department, Lance was a
Technical Lead in the Scanning Department, working with barcode scanning, high-speed scanners, and
large format scanners so when he trouble shoots it’s from real world experience that he draws from
Levi Caigoy –Technical Support
Help Desk Technical Support Engineer
Mr. Caigoy works as a Help Desk Engineer within AMI’s Technical Support department. He will provide
on-going customer service and technical support to AMI Production Team and Technical Liaison with
City Administrator. Mr. Caigoy brings 12 years technical support experience from working with clients
such as Apple and Earthlink. He is certified Document Management System Expert through Laserfiche.
Anna Shanazaryan-Imaging Supervisor
Production Manager
Anna has been with AMI for 17 years and has mastered every trade in production of Document Imaging
over that period. Because of this hands-on experience she is able to train employees from real life
experience and examples. Her management style is stern but motherly and results in devotion from her
staff. This culture of tough love produces new records in speed and quality.
Marisol Rodriguez-Imaging Supervisor
Production Manager
Marisol has been with AMI for 7 years and manages second shift and many of AMI Onsite Projects. She
is a working supervisor overseeing production and providing QC for many key customer projects.
Because of her technical experience and eye for detail she is able to produce while training employees
from real life experience and examples. Her management style is fun and disciplined blending culture
and results from her team.
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July 7, 2017
American MicroImaging, Inc. Page 13 of 42
SECTION III: RELEVANT REFERENCES
AMI completed a 5-month on-site project at the California State University at San Bernardino.
Here is what they had to say after our very successful completion of the project:
Lorraine Frost
lfrost@csusb.edu
5500 University Parkway, PL2104B
San Bernardino, CA 92407
Phone: 909.537.5100
Fax: 909.537.7001
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American MicroImaging, Inc. Page 14 of 42
Company Name Contact Info Services Provided/
Project Description
City of Redlands
Danielle Garcia
Chief Innovation Officer
dgarcia@cityofredlands.org
35 Cajon St, Redlands,
CA 92373
(909) 335-4755
Project: 2014 (ongoing)
The City of Redlands chose AMI
for their combined ECM and
Document Conversion project
over others for their expertise in
both disciplines. A unified Project
Plan for MUED, Building, and
Development depts. delivered on
time and in budget to the City
Digital Strategic Plan to
transform the way the it works.
Desert Community College
District-
College of the Desert
Dr. Annabelle Nery
Vice President-Student Services
anery@collegeofthedesert.edu
(760) 776-7442
43-500 Monterey Avenue
Palm Desert, CA 92260-2412
Project: 2012 (ongoing)
AMI was awarded the RFP for the
ECM and Document Imaging for
the Desert Community College
District and COD. AMI has
designed and implemented the
solution to change the way the
campuses process, save and
retain information. AMI won this
project over competitors due to
superior understanding, design
and effective scanning and
support services. AMI has
scanned for Financial, Student,
Bond, HR, and Foundation and
imported into the Laserfiche Rio.
City of Hemet,
California
Sara Reitmer Building
Inspector
sreitmer@cityofhemet.org
Sara McComas-City Clerk
smccomas@cityofhemet.org
445 E. Florida Avenue
Hemet, CA 92543
(951) 765-2475
Project: May2010 (ongoing)
Hemet relies on AMI to provide
Onsite and outsourced scanning
services for the building
department including permits,
maps and microfilm and City
Clerk with Historic Documents
over 100 years old. This media is
all imported directly to Hemet’s
Laserfiche system indexed with
OCR. AMI provides all sales,
training, service, support and
strategic consultation for
Hemet’s Laserfiche Document
Management System grow
throughout the City with AMI.
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July 7, 2017
American MicroImaging, Inc. Page 15 of 42
Company Name Contact Info Services Provided/
Project Description
City of Newport Beach,
California
Rob Houston-Asst. City Manager
RHouston@newportbeachca.gov
(949) 644-3033
100 Civic Center Dr.
Newport Beach, CA 92663
Project: June 2011 (ongoing)
AMI replaced an old Document
Management system with a
customized AMI Laserfiche ECM
solution utilizing Workflows with
multiple integration points for
this progressive coastal City.
Newport selected AMI for their
comprehensive ingenuity over
Global 1000 competitors and
scans and indexes with direct
import into the City Laserfiche
system. Project complete.
City of Burbank
Tom Lutgen
Engineering
tlutgen@ci.burbank.ca.us
164 W. Magnolia Blvd.
Burbank, CA 91503
818-238-3500
Project: 2010
The City of Burbank Building and
Planning departments utilized
AMI’s high-quality Scanning
Services to convert all backlog of
Permits, Building Plans and
Address Cards to complete
delight. AMI’s experience was
useful in helping the City define a
project plan that optimized the
City budget while eliminating any
down time from public access.
University of Southern
California – Keck Medical
Francisco Silva
Finance
Francisco.Silva@med.usc.edu
1000 South Fremont
Alhambra, CA 91803
(626) 459-1962
Project: May2011 (ongoing)
AMI provided the HIPAA
compliant Laserfiche Document
Management solution for this
prestigious medical facility and
continues to scan all monthly
healthcare related EOB’s and
bath documents which are then
loaded into their document
management system for ease of
access and automated workflow.
Valued Over $250,000
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 16 of 42
Company Name Contact Info Services Provided/
Project Description
San Bernardino LAFCO
Local Agency Formation Commission
Mike Tuerpe
Project Manager/Analyst
mtuerpe@lafco.com
215 N. D St., Suite 204
San Bernardino, 92415
(909) 383-9906
Project: 2011 - 2016
AMI won this RFP to digitize and
import all the irreplaceable plans
contracts and resolutions for this
San Bernardino County Agency
into their Laserfiche Avante
system. AMI merged the paper
files with the digital DVD’s to
append the original files and
create new documents. With
lifetime retention and the
responsibility of all record keeping
in the County LAFCO was very
pleased with the outcome and
ongoing partnership with AMI.
City of Inglewood,
California
Francine Jackson
Senior IS Analyst
(424) 744-0656
jacksonf@cityofinglewood
.org
Inglewood City Hall
One Manchester Blvd.
Inglewood, CA 90301
City of Inglewood’s LibertyNet
document/records management
system was breaking down – files
could not be found, searches were
slow, support was non-existent.
AMI was called on to replace the
system, migrated all data into
Laserfiche and provided a turnkey
solution for day-forward paper
and electronic file capture. AMI
was able to eliminate the prior
product migrate the data and scan
the backlog to Run Faster with Rio.
Los Angeles Unified School Police
Department
Duane Smith, Sergeant
dsmith@laspd.com
125 North Beaudry Avenue
Los Angeles, CA 90012
(213)-393-4718
Project: 2012 (ongoing)
The Los Angeles School Police with
space constraints, Disaster
Recovery and access issues
contracted with AMI to complete
the massive undertaking with
100% confidentiality and accuracy.
All records were indexed and
imported into the AMI Laserfiche
ECM. The LAUSP continues
scanning and support with AMI.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 17 of 42
SECTION IV: DISCLOSURE
AMI has had no prior or ongoing contract failures, any civil or criminal litigation or investigation pending
which involves AMI or in which AMI has been judged guilty or liable in our entire 49 year history.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 18 of 42
SECTION V: AMI METHODOLOGY
AMI’s work plan includes LA QUINTA sign off for each of the 4D phases (Define, Design, Develop and
Deploy). AMI considers the sign off for each phase of the document conversion project to be crucial to a
successful business relationship. AMI will discuss and come to an agreement with LA QUINTA on project
milestones during the Define phase. The following is a general Chain of Custody that will be customized for
the City and approved before work commences.
AMI CHAIN OF CUSTODY APPROACH
AMI understands the necessity of a clear chain of Custody working with Government Documents. The
process below maintains that Chain and the City will always know exactly where we are in the process.
La Quinta Pickup Request
The City can coordinate pickups directly or log into their Client Portal with their unique and secure username
and password. When La Quinta is ready to transfer boxes to the AMI Production Site by selecting
Shipments> =>Schedule a Pickup, and fills out the form as shown below.
Setting up the shipment request
This, in turn, generates a Transmittal Sheet, one for each box/container that is placed with the boxes. The
BPS Transmittal Sheet stays with the physical asset while it moves from the Clinic storage area to the AMI
production area. The BPS system tracks the progress of each box through each area of production. The City
BPS Portal provides up to the minute transparency as each box progresses through the conversion process.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 19 of 42
2. AMI Supervisor receives boxes from City Agent, verifies Transmittal with boxes and box labels with box
contents.
Transmittal Sheet will be presented with individual boxes/containers.
3. Production staff completes information on the BPS System as they work on assigned tasks.
4. Production staff also keeps track of their individual daily tasks by completing a Daily Logs in BPS that
is reviewed by the AMI Supervisor.
5. Once a batch is complete, AMI Project Manager schedules Return to La Quinta.
6. AMI Runner brings Return Manifest and has City Agent acknowledge return of deliverable.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 20 of 42
AMI SCANNING PROJECT APPROACH
The following section addresses our foundational standards and proposed approach for implementing your
project, and ensuring ongoing success. The first step in the AMI approach is to confirm full understanding,
acknowledgement and agreement of what is required (Project Specifications).
Detailed Project Specifications for each task are prepared, approved and distributed to production staff.
Detailed production logs are kept by each employee for every task.
Daily Production Staff meetings are held to review processes, progress and production logs.
Daily Logs are rolled into a weekly production reports which then become a part of the weekly project
overview.
Weekly Executive Staff meetings are held to review all on-going project overviews and assess status,
quality, timelines and progress. Adjustments to staff and time quotas, to ensure project success and on-
time delivery, are made at this time.
Reports
Box Log – Detailed Production Log that follows each box through each step of production, verifying
all information at each production step
Batch Contents/Routing Report - Daily report of all documents scanned by specific batch number.
Imaging Report - A daily report that rolls up weekly report and monthly of all scanned documents.
Project Checklist- Tracks production progress by task and by employee each day to ensure all
production targets are on track.
Production Employees Training:
Our production supervisors have established the necessary conversion curriculum to ensure success. Areas
covered include inventory procedures, exception handling, communication skills and confidentiality, doc
prep, high speed scanning, quality assurance, re-scan procedures, and reporting to mention a few.
Our Production Team Reports Directly to Executive Management:
By reporting directly to the executive team, production issues are resolved quickly, minimizing unnecessary
downtime.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 21 of 42
CONVERSION PROCESS
1. Document Boxing–Manifest Check
AMI will work with City staff to design and execute the following tasks to maintain Chain of
Custody before pickup of boxes to AMI Scan Center:
Remove Files from shelf
Place file in standard (Banker’s) size box facing front of box
Continue with Files - in order – until box is full
Create Manifest of Box Contents (files in box)
Verify Manifest against actual files
Stage Box for delivery to AMI Scan Center at the appropriate time
2. Document Prep
AMI will provide preparation of documents from boxes to high speed scanners
Confirm customer provided inventory manifest for each box
Pull the first File – Confirm Manifest/Barcode Cover Sheet is correct
Remove contents from file insuring all documents remain in order
Uniquely label box – Log appropriately
Place prepped files in correct order with File Folders at back of box
Place box in AMI Secure Scanning staging area
Large-Format are laid out and repaired to process through Contex Scanners
3. High Speed & Large Format Scanning
Boxes containing scanner-ready files/documents are assigned to specific Scanner Operators.
The purpose of the scan step is high speed, high-quality capture of the images and index
data. The following are performed by the Scanner Operator:
Clean and calibrate the scanners throughout the day
Scan boxes in batch mode with a batch being a folder or roll
Scan all files at required dpi resolution. The scan parameters will be established in
planning and validated in the Interchange Test.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 22 of 42
This resolution provides quality and efficiency for scanning and storing
View/inspect 100% of the images on the operator’s screen to permit monitoring of
continued scan quality.
Insure that all pages are scanned (loose pages, odd-sized pages, etc.)
Replace scanned files back in original location and box or roll and bin.
AMI will update the Process Control Log and Box Routing Sheet indicating that the batch
(box) has been scanned. Converted boxes will then be moved to the Index staging area.
4. Document Indexing
The Unique Index Value will automatically index at the time of scan from the Bar-Coded
Header sheet. Once scanning is complete, AMI will use a database lookup merging and
verifying the remaining index information from the customer provided index file. This
process insures guaranteed accuracy and provides the exact index information that the
customer has defined. Large Format indexing keyed based on Unique Index per City.
AMI will update the Process Control Log and Box Routing Sheet indicating that the batch
(box) has been indexed. Indexed boxes will then be moved to the QC staging area.
5. Quality Assurance (QA)
AMI QA staff will inspect every image to ensure that image quality meets or exceeds AIIM
and ANSI standards, as well as customer expectations.
AMI QA Staff will verify every index to insure accuracy.
AMI will verify indexes to index value overview provided by City
AMI will update the Process Control Log and Box Routing Sheet indicating that the batch
(box) has been Quality Controlled. QC’d boxes will then be moved to the Export/Transmittal
staging area.
6. Export/Transmittal
AMI IT staff will do a final check of all information – export to the Laserfiche tiff and
template in LF Briefcase and transport electronic file to disk or removable drive at customer-
requested intervals or directly to Laserfiche. AMI will update the Process Control Log and
Box Routing Sheet indicating that the batch (box or roll) has been transmitted. Completed
boxes will then be moved to the De-Prep staging area for delivery back to the City or De-
Prep of files contained therein. The original Manifest that accompanied the box will be
present at that time.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 23 of 42
7. De-Prep
AMI staff will complete the following de-prep steps:
Verify box contents with manifest
Remove small stack of Prepped Documents from front of box
Pull first file folder from beginning of file folder section
Match first barcode sheet to corresponding File Folder
Page through documents until end of Record is located (just before next barcode)
Place all pages back into appropriate Record File maintaining order
Place complete Record File in very front of box – before prepped documents – second
file is placed behind first file, etc.
Continue this process until all files are reassembled and in correct order in box
All Large Format returned to original roll and secured
Note:
Other companies often overlook this very important step in the process; don’t account
for it and inevitably, the project runs over in time and quoted costs. It is due to our
experience with similar implementations that AMI knows this, and protects the
customer against production overages by ensuring it’s in the Project Plan.
8. Reports:
▪ Box Log – Detailed Production Log that follows each box through each step of
production, verifying all information at each production step
▪ Batch Contents/Routing Report: Daily report of all documents scanned by specific batch
(box) number.
▪ Imaging Report: A daily report that rolls up to weekly report that rolls up to a monthly
report of all scanned documents.
▪ Project Checklist: Tracks production progress by task and by employee each day to
ensure all production targets are on track.
▪ Jeffrey Long is the Project Manager for the City of La Quinta Document Scanning project.
Jeffrey’s experience with both production and Laserfiche qualify him as the ideal candidate to
lead the design, launch and completion of this important initiative.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 24 of 42
ASSUMPTIONS
Volume
Year 1 scanning – Supplemental Outsourced Scanning of hundreds of boxes and estimated
25% Large Format Plans of various sizes.
Description
Documents include
o Building, Engineering, Compliance, Encroachment Plans & Permits, Specialized
studies & reports, Capital improvement projects, encroachment permits, building
permits and plans
File folders may contain flat and folded documents of varying sizes from 6”x9” to 36”x48”
Plan rolls vary in size from under an inch to 12” or more in diameter
Paper records are in good condition
Prep
Preparation of documents for high speed scanning s included
Scan
300 dpi vast majority by high speed scanner and Large Format
Increase resolution if necessary to achieve quality expectation for document destruction
Index
Index fields provided by La Quinta
AMI to populate Index fields of Laserfiche volumes or Briefcase for import
Quality Control
The City of La Quinta Staff desires the option to destroy these records after scanning and
import into Laserfiche therefore the quality of scanning and QC process is of paramount
concern to the City.
AMI will QC with humans each image at scan and thereafter by separate QC staff
De-Prep
100% Re-Assembly is available but no binding is required. Details and SOW to follow on
Discovery with the City
Turnaround
100% achievement of delivery according to Scope and SLA, average 2 weeks.
La Quinta Responsibilities:
Prepare and label the boxes and provide a manifest sheet and file
Organize in scanning order and removing duplicates and non-records
Provide indexing and Optical Character Recognition (OCR) instructions box
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 25 of 42
AMI LASERFICHE BRIEFCASE PROCESS
1.) Log into Laserfiche
2.) Select Folder to Briefcase
3.) Select Files Menu -> Export -> Briefcase
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 26 of 42
4.) Select Save to location
5.) Option -> Make sure all content is selected -> Click Ok
6.) Save
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 27 of 42
AMI IMAGES INDEXED IN LASERFICHE
OCR text of the image Template and field
information for the
document
Folder structure for documents
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 28 of 42
HOW TO ATTACH A LF VOLUME TO LASERFICHE
Prerequisite:
The login you are using to follow the steps below have Manage Volumes privilege as show below:
Steps:
1. Copy the volume on the DVD/CD to the final volume location, whether it would be on the host machine
that houses Laserfiche server or a NAS or files server.
2. Login to Laserfiche Administration Console and go to Volumes section.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 29 of 42
3. Right click on the right area and select All Tasks>Attach Volume...
4. Attach Volume window will appear.
Click on the ellipsis button to select the
volume location of where you saved the
volume from DVD/CD.
Click on the ellipsis
button to select a
specific Laserfiche
folder location where
you want to put the
documents that
resides on the copied
volume from
DVD/CD.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 30 of 42
Scenario A:
If volume was copied to Laserfiche server locally, simply browse to the folder location where you
copied the volume.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 31 of 42
Scenario B:
If volume was copied to a different location then use the UNC path to the copied volume as shown
below.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 32 of 42
AMI INFRASTRUCTURE
Scanner Hardware
AMI chooses a proactive approach to support our customer’s objectives. Therefore we have opted to utilize
our Inotec 433, Kodak i620 production scanners and Contex Large Format scanners on this project. AMI
selected these scanners because of their great combination of speed, super image quality, and legendary
uptime. An example of the exceptional speed realized from one of their scanners is a rate of over 50,000
documents per day (daily duty cycle).
These scanners provide optimal productivity. Their features and benefits lead to productivity
gains all the way through the scanning process. They are both durable enough to work through
multiple shifts, day after day, and they add ergonomic correctness to the scanning operation.
Perfect Page image processing provides clear, sharp images at full speed
SurePath paper handling - easily scan a wide range of doc types and sizes
Patch reading, indexing, image addressing and imprinting make managing documents easy
Five output formats for imaging flexibility meets every need
Environmentally friendly: lead-free, Energy Star qualified, mercury-free lamps
Three ultrasonic multi-feed detection sensors quickly sense any misfeeds
Flexible, 300-sheet feeder capacity optimizes paper handling
Automatic color detection to reduce prep time and help automate scanning
Easy brightness, contrast and color controls to adjust tones, sharpen text and photos
Clear Path Button - Clears transport path so operators are not required to open the scanner
hatch to remove documents; resulting in more up-time in production
Fragile Feed Mode - Slows transport speed for delicate documents and mixed batches to
ensure integrity and facilitate proper stacking
AMI Server and Workstation Hardware
AMI has standardized on DELL and HP Computers for all of our Server, Backup, and Workstation needs. AMI
will provide all workstations necessary to complete the project within the timelines stipulated by The CITY
and provide ample back-up systems to ensure uninterrupted production throughout the project.
Disaster Recovery / Business Continuance Plan:
In the event of a man-made or natural disaster, AMI is prepared to provide full-systems off-site (out of
county) back-ups that can be quickly initiated. Once a “disaster” has been mutually declared, AMI
Production Manager and Executive Team will implement our Business Continuance Plan. Essential
equipment and systems, staff, and CITY documents can be securely transported to an alternate location for
resumption of production according to CITY compliance and direction.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 33 of 42
SECTION VI: AMI GUARANTEE
100% Guarantee – AMI meets every AIIM & ANSI specification and will work with the City of La Quinta to set
Service Level Agreements that relate to the documents and scope of this RFP. If you are dissatisfied with the
performance of any of our products or services, we will make things right - or give you your money back if it
can’t be resolved. Guaranteed.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 34 of 42
SECTION VII: AMI PRICING CHART
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 35 of 42
SECTION VIII: AMI COMPLEMENTARY SERVICES
AMI FULL SERVICE OFFERINGS
DOCUMENT IMAGING AND DOCUMENT MANAGEMENT SOLUTIONS
Document Imaging Software, Hardware, Integration, and Support
Business Process Management Consulting, Implementation, Integration and Support
Laserfiche PDP & Winner’s Circle VAR for 15 years
DOCUMENT IMAGING & SCANNING SERVICES
Conversion of Paper to Digital Images
Large Format Document Scanning (Plans, Drawings, Maps)
Archived/Old Documents (that require Special Handling)
End Product in any desired output (Document Management System)
End Product in any desired media (CD, HD, DVD, FTP)
DOCUMENT MICROFILMING PRODUCTS & SERVICES
Conversion of Paper to Microfilm, Microfiche, and Aperture Cards
AMI CONSULTING
AMI Consulting is a dedicated group of highly skilled implementation consultants and engineers who work
with you to plan, design, install and launch successful business process management solutions. If you are
new to business process management, or need help in improving or replacing an existing system, AMI
Consulting can help. AMI consultants are experts and have extensive experience working with enterprise
class hardware and software products. AMI consultants can implement a complete hardware and software
solution from the ground up or can be brought in for initial project recommendations. Whether you need to
get an enterprise or department solution up and running quickly, AMI Consulting will get the job done
AMI Consulting - Mentor & Training Services
System Installation and Configuration Assistance
Forms Designer Development Techniques and Recognition Techniques
Data Validation and System Integration
Data and Image Export Configuration and Scripting
Production System Readiness Review and Optimization
"Just in Time" Application Development Consulting
AMI Consulting - Implementation Services
Forms design and/or conversion (paper to digital)
Business, data and/or processing rules automation
Database integration and custom data exports
Solution design and recommendations (architecture, hardware, software, scaling)
Implementation management (communication/review/approval)
System Review and Optimization
Analysis and Design
Application and Integration Development and Testing
Conversion and Solution Transition
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 36 of 42
UNLIMITED HELP DESK SUPPORT
La Quinta users may call AMI’s toll free Help Desk Support phone number (800.228.4998), where a locally
based knowledgeable technician will answer the phone; client can e-mail the technical support department
(support@amipaperless.com); or fax in a support request (at 213.596.0152).
Document Request
AMI knows you can’t be without your records so we guarantee 2 hour turnaround of documents requested
by phone or email at laquintadocrequest@amipaperless.com
Remote Support
One of the fastest and easiest ways for AMI to resolve support issues is to log in remotely, either via
LogMeIn (similar to WebEx) or the client’s preferred method. The ability for the support engineer to log in
from their desk saves time and allows your issues to be resolved immediately.
On-Site Support
When a support call cannot be satisfied by the Help Desk, the call is escalated to on-site support personnel
who will attend to client location to implement a resolution. Whenever possible, same day service will be
provided; if travel arrangements prohibit same day service, the next possible date will be scheduled. We
don’t anticipate the City will require much, if any, On-Site Support, as we resolve most issues remotely.
Internal Tracking
AMI utilizes PSA (Professional Services Automation) software called Connect Wise to track all client projects
and support issues. All phone conversations, e-mails and notes are logged either automatically or manually
into the system by support personnel. Similar to Laserfiche Workflow, Connect Wise has workflows which
notify support engineers, managers, and the client, on case activity (and inactivity.) What this means to the
City HSRS is that when we hear from you we will always be able to log your issues and ensure it prioritized,
scheduled, followed up on and brought to resolution.
Escalation Process
AMI’s Escalation Process is used to ensure critical issues are resolved quickly enough to prevent undesirable
impacts to our customers and to ensure the appropriate parties are informed and involved in critical
decision-making. The escalation process is invoked when the support engineer and/or the customer
determine that an issue requires escalation for resolution. The entire AMI technical team huddles daily and
any escalated cases are reviewed during that time, and resources committed. Upon completion of the
resolution, the resource updates the customer and Connect Wise with final results of the resolution.
Identification Validation and
Prioritization Analysis Tracking and
Reporting
Issue
Resolved?
Resolution and
Closure
Escalation
Yes
No
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 37 of 42
SECTION IX: AMI SUBCONTRACTING
AMI will not use any subcontracting in the City of La Quinta Document Scanning and Quality Control Services
RFP. All requirements of this RFP will be provided in its entirety by AMI.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 38 of 42
SECTION X: CITY OF LA QUINTA RESPONSIBILITIES
La Quinta Responsibilities:
Advise one City Business Manager for contracting, accounting and business liaison
Provide a City or Departmental Project Managers for Project Discovery, Milestone Creation and Day
to Day contact for each document type or department
Prepare and label the boxes and provide a manifest sheet and file
Provide indexing information per file electronically
Provide Optical Character Recognition (OCR) instructions and options for execution
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 39 of 42
SECTION XI: INSURANCE AND INDEMNIFICATION
AMI will provide minimum insurance coverage and indemnification noted in the City of La Quinta
Professional Services Agreement and Attachment2.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 40 of 42
SECTION XII: NON-COLLUSION AFFIDAVIT
AMI executed the NON-COLLUSION AFFIDAVIT (Attachment 3) by an official binding the firm.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 41 of 42
SECTION XII: ACKNOWLEDGEMENT OF ADDENDA
AMI has acknowledged the receipt of all addenda issued and received through the completion of
Attachment 4.
CITY OF LA QUINTA
THE PAPERLESS COMPANY RFP-DOCUMENT SCANNING & QUALITY CONTROL SERVICES
July 7, 2017
American MicroImaging, Inc. Page 42 of 42
SECTION XIV: AUTHORIZED SIGNATURES OF AMI OFFICIAL
AMI is submitting this RFP response digitally according to the Electronic Response to RFP submission
requirements to MRadeya@La-Quinta.org with digital signatures from its President & CEO, George
Bandarian II. If the City requires wet signatures before award, AMI can provide 3 hard copies of the proposal
and attachments individually signed.