MetaSource LLC
Response to RFP:
Document Scanning and Quality Control
Services
Presented to:
City of La Quinta
City Clerk’ Office
Technical Proposal
Prepared by:
Hal Redjai, Senior Director Business Development – Government Services
MetaSource, LLC
1517 North Harmony Circle
Anaheim, CA 92807
Office 385.351.6651 | Mobile 714.322.9233
hredjai@metasource.com
July 6, 2017
Cover Letter (I) .............................................................................................................................................. 1
Firms Background, Qualifications, and Experience, including the following (II) ....................................... 3
References of California government agencies (III) .................................................................................. 13
Disclosures (IV): .......................................................................................................................................... 14
Explanation of Methodology (V)................................................................................................................ 15
PROJECT IMPLEMENTATION ........................................................................................................................................... 16
STATEMENT OF WORK AND BUSINESS REQUIREMENTS DOCUMENT DEVELOPMENT ................................................................ 19
PROPOSED PROCESSING FACILITY ................................................................................................................................... 19
PROOF OF CONCEPT PILOT ............................................................................................................................................ 20
PAPER-BASED CONVERSION .......................................................................................................................................... 20
REPORTING ................................................................................................................................................................. 27
Description of proposer’s warranty / guarantee of work product (VI) .................................................... 31
Completed Pricing Chart (Attachment 1) (VII) .......................................................................................... 32
List of complementary services offered by proposer along with corresponding .................................... 33
Prices. (VIII) ................................................................................................................................................. 33
Subcontracting Services (IX)....................................................................................................................... 33
SUBCONTRACTORS ....................................................................................................................................................... 33
List of services and / or information needed from the City in order for the project to succeed (X)....... 34
A statement that, if selected, the proposer will provide the minimum insurance ................................. 35
coverage and indemnification noted in Exhibit E of the City’s Professional............................................ 35
Services Agreement (Attachment 2). (XI) .................................................................................................. 35
Non-Collusion Affidavit executed by an official authorized to bind the firm .......................................... 36
(Attachment 3). (XII)................................................................................................................................... 36
Acknowledgment of Addenda (Attachment 4) (XIII) ................................................................................ 37
Exhibit 1. Recommendation Letters .......................................................................................................... 38
Exhibit 2. Key Management Resumes ....................................................................................................... 40
Table of Contents
Document Scanning Services-RFP 1
Cover Letter (I)
Monika Radeva
City Clerk Office
City of La Quinta
78495 Calle Tampico
La Quinta, CA 92253
Dear Ms. Radeva:
Thank you for the opportunity for MetaSource to submit this proposal for Document scanning Services to
the City of La Quinta (the City). With the stated scope of work falling directly into our core service
offerings, MetaSource is confident of our position to deliver the technical expertise, security, and quality
that the City demands of its vendor-partner.
Within this document, we have addressed each RFP requirement, and have also provided additional
related information to assist the City with its evaluation of MetaSource’s capabilities. As the City conducts
its assessment of potential partners, we are certain that it will take note of:
Our experience and proven capabilities in implementing and supporting document conversion
contracts;
Our ability to provide deliverables with zero defects methodology;
Our outstanding reputation with our current clients (references provided);
A local facility with ample capacity to allocate assets as needed;
Our partnership approach to support; and
That those attributes set us apart from our competitors.
This proposal clearly exhibits MetaSource’s credentials and qualifications to successfully undertake the
services requested by the City. We deliver the strength, depth, and breadth of a large public firm with the
appreciation, customer focus, and flexibility of a mid-sized private firm. This type of agility directly
translates to reduced risk, continuous process improvement, shared best practices, and unsurpassed
value for the City. MetaSource, has provided Laserfiche conversion support services to more than 25 state
and local government clients, and we have delivered more than 30 million images via Laserfiche Briefcase.
In compliance with RFP requirements, we submit the following information:
Document Scanning Services-RFP 2
Contact Person
To ensure expedient communications with the City, Hal Redjai, Senior Director Business Development –
Government Sector will serve as City’s single point of contact during the procurement process. His contact
information is listed below.
1517 North Harmony Circle, Anaheim, CA 92807 (local office and City support/Production site)
Office 385.351.6651 | Mobile 714.322.9233 | Fax 801-208-1126 | hredjai@metasource.com
Corporate Information
MetaSource, LLC
12894 South Pony Express Road, Suite 700, Draper, UT 84020 (corporate office)
Office 801.984.6647 | Fax 801.208.1126
www.metasource.com
A statement to the effect that the proposal shall remain valid for a period of not less than 90 days from the
date of submittal.
MetaSource confirms that this proposal and all pricing components are valid for a period of not less than 90
days from the date of submission.
Non-Collusion or Conflict of interest.
All Individuals who will perform the required services for the City are free of any conflict of interest.
Records will not leave the Continental United States
All services will be performed at MetaSource’ s Anaheim, CA facility.
Signed statement attesting that all information submitted with the proposal is true and correct.
MetaSource confirms that all information submitted within this proposal is true and correct.
We look forward to a favorable review of this response and welcome the opportunity to deliver
outstanding service to the City.
Document Scanning Services-RFP 3
Firms Background, Qualifications, and Experience, including the following (II)
1. Number of years in business: Our company was initially formed through
the merger of two proven, successful business process outsourcing and
document management companies -- Mackin Imaging Systems and Data
Services Direct. The merger of these two enterprises created an international
platform for providing technology-enhanced, back-office BPO services and
content management solutions to a variety of industries.
We promote and maintain a merit-based culture that focuses on two
interlocked objectives: first, best-in-class performance; and second, employee
professional development. In order to uphold a culture of excellence through
acquiring companies, they adhere to certain guiding principles, or core values,
which include: integrity, openness, shared vision, mutual respect, and
personal responsibility.
MetaSource’s technology-led business process and
content management solutions include scanning, data
capture, QC and auditing, and document (image) storage,
retrieval, and workflow. Our company resources are
focused on labor-intensive processes that drive client
value by improving the competitive dimensions of cost,
innovation, turnaround, scale and flexibility. Our go-to-
market strategy is based upon a consultative and business
advisory approach.
MetaSource has over 30 years of solutions experience and is proud to serve
client base of 4,800 companies nationwide and large number government
organizations. Service and product diversity are company strengths. Our end-
to-end portfolio provides clients the flexibility to customize solutions that
address internal financial and operating challenges. This portfolio includes
process management consulting, mailroom, scanning, data capture, inbound
and outbound contact center solutions, and premise-based and hosted
document management systems.
Innovation, reliable delivery, and proactive account management are among
the many value propositions of our customer service commitment.
MetaSource operations are open around the clock, every day of the year. We
are staffed by an outstanding group of professionals that are well trained in
production and client requirements. Our leadership is tenured with large scale
and complex operations experience. We utilize best-in-class technology that is
driven by strong operating systems and application-tested best practices.
We bring
excellence in
quality, service,
and application
knowledge to
our client
partnerships.
Document Scanning Services-RFP 4
Headquartered in Bristol, PA, we service a variety of industries through our global network of SSAE 16
SOC2, PCI Level 1 and HIPAA compliant processing centers, employing over 1100 employees worldwide.
Our services and solutions are competitively priced.
In summary, MetaSource offers the City the benefits of a large company’s resources and experience with
the personalization, focus, and service commitment of a small organization.
2. Taxpayer Identification number.
MetaSource, LLC Holding Company- Federal Tax ID: 46-3947797
3. Number of years scanning and indexing for government agencies.
MetaSource offers the County 30 years’ digitization solution experience – currently supporting 4,800 of
the nation’s leading companies and government agencies. We actively support several Laserfiche
solutions and routinely provide back-file solutions with direct export into Laserfiche or Laserfiche-ready
imports. We provide template creation, modification, and guidance on best practices for data research
based on client needs. Additionally, we create the data for use in Laserfiche as a Volume, Laserfiche
Briefcase, or Laserfiche import ready structure.
MetaSource is a welcome partner to the most demanding public and private organizations that embrace
outsourcing as an effective way to perform their services while controlling costs and increasing efficiency.
Our clients are saving money every year, while keeping pace with demand and providing higher levels of
service and quality. Processing more than 70 million images each year on behalf of our 75 public sector
clients, a sampling of our government BPO clientele is depicted below.
Document Scanning Services-RFP 5
Agency Name Type of Service Length of Relationship
City of Newport Beach, CA Citywide scanning to
Laserfiche
8 years
County of Franklin, PA – Court
System
Scanning to Laserfiche 1 year
Superior Court, County of Los
Angeles
Onsite scanning and
Quality Control
3 years
City of Brea, CA Scanning to Laserfiche 4 years
Los Angeles Water and Power
Employees Retirement Plan
Document scanning 1 year
City of Carlsbad, CA Scanning and
searchable PDF output
2 years
State of Oregon - Judicial
Department
Court case scanning 1 year
Superior Court of California, County
of San Bernardino
Scanning and film
conversion
8 years
County of Riverside Probation
Department
Document capture 6 years
City of Long Beach, Building and
Safety Bureau
Scan film to Laserfiche 2 years
County of Napa Scan building, planning
a records
2 years
Some additional examples of the work MetaSource has performed for various clients include:
BPO support for three of the top five mortgage servicers, to include but not limited to; back office
functions, file scanning, indexing, doc typing, trailing documents management, collateral file
management, audit/Compliance services.
Mail handling, imaging, and data entry of more than 16,000,000 driver delivery documents and
expenses per year for the largest trucking company in the nation; also responsible for
implementation and support of enterprise workflow and imaging retrieval systems
Invoice processing services including mail handling, doc preparation, scanning, and data entry of
1,000,000 invoice pages annually for a major mining company; also responsible for host -based
imaging ASP used for AP Workflow
Invoice processing services including document preparation, scanning, and data entry of 500,000
invoice pages annually for a national restaurant chain
Mail handling, imaging, data entry, transcription, image retrieval services, and data processing of
more than 12,000,000 orders per year for the largest magazine-subscription seller in the world
Data extraction of all 600 characters from workers’ comp bills for one of the top three insurance
companies in the world
Data entry of more than 12,000,000 credit card applications in the past year for several card
issuers
Mail receipt, scanning, and data entry of more than 6,500,000 loyalty-program enrollment forms
per year for a major retailer
Document Scanning Services-RFP 6
Client-site document scanning/imaging and offsite (at MetaSource) data entry of nearly 1,000,000
birth records for state and Federal government entities
We offer the City MetaSource’s most seasoned industry professionals to manage and support this contract
– they possess more than 100 years of client focused document conversion knowledge and business
process outsourcing experience. This team has a long history with the State and Local agencies in
developing and implementing end-to-end operations and scanning of files, reducing costs, and improving
access to crucial content. Senior Director Business Development – Government Services Hal Redjai brings
exceptional experience which includes running or being directly involved with all government agency
projects.
This level of expertise provides the City an expansive knowledge base and thought leadership capabilities,
and enables MetaSource to ensure project success through enhanced foresight and control of all
implementation and operational processes. The City will receive the highest levels of customer
satisfaction and solid return on its investment in MetaSource resources.
MetaSource Differentiators
MetaSource is a market leader in the delivery of technology driven BPO services, as evidenced by our
organizational longevity and the success of our contract engagements. Having supported high-volume
document conversion initiatives since 1994, MetaSource has perfected proven solutions that continue to
deliver exceptional performance. Additional selected proficiencies and differentiators distinguish us from
other providers and demonstrate our ability to meet all City requirements.
Robust security measures and policies
MetaSource’s primary business is data handling and processing, and we take an aggressive stance on
protecting the information our clients entrust to us. By protecting our systems with a comprehensive
set of best practices and controls, we actively mitigate potential threats through a combination of
physical, electronic, and administrative controls. Audited and compliant as SOC/AT101 (SSAE 16) and
PCI-DSS Level 1, we have achieved a 100% approval rate during frequent security audits by the largest
insurers and credit card issuers in the world. SSAE 16 compliance requires MetaSource to:
Map and document security objectives, goals, and responsibilities
Create and maintain an organizational security structure through the use of a security forum
and security officer, defining security responsibilities, authorization processes, and
independent reviews
Develop and maintain security infrastructure to protect organizational assets through
accountability and inventory, classification, and handling procedures
Reduce risks that are inherent in human interaction by screening employees, defining roles
and responsibilities, training employees properly, and documenting the ramifications of not
meeting expectations
Protect our, and our clients’, assets by properly choosing a facility location, maintaining a
security perimeter, implementing access controls, and protecting equipment
Document Scanning Services-RFP 7
Carry out security through operational procedures, proper change control, incident handling,
separation of duties, capacity planning, network management, and media handling
Control access to assets based on business requirements, user management, authentication
methods, and monitoring
Implement security in all phases of a system’s lifetime through development of security
requirements, cryptography, integrity, and software development procedures
Counter disruptions of normal operations by using documented continuity planning and
testing
Comply with regulatory, contractual, and statutory requirements through technical controls,
system audits, and legal awareness
Full chain of custody and accountability
MetaSource provides a comprehensive chain of custody program, supported by technology and
refined operational processes, to address the highest demands on the transfer of documents from
client sites to our facilities. Our tracking platform reconciles all records and establishes accountability
of records from initial boxing and transportation through receipt, processing, and document return.
The platform provides the City a detailed audit trail and lifecycle reconciliation of all media and data
within our possession. The City also has real-time production reporting through our client ProjectLink,
which enables the City to know exactly how much work was transported/received, processed, status
within production, and when complete.
Price competitiveness
MetaSource’s size and economies of scale allow us a unique position of being very price competitive.
We ‘lay our cards on the table,’ face up. Our pricing is completely transparent. By doing so, we start
to eliminate the adversarial nature of a client-vendor relationship. We show what we need to earn
per hour for a fair margin, we show what our throughput is expected to be, and we charge per unit
pricing based on those numbers.
A proven record of integrity, ethics, and partnership
MetaSource strives to develop customers for life - a principle that embodies two critical concepts:
partnership and trust. Offering proactive solutions and a ‘whatever it takes’ attitude, we also offer the
commitment and sponsorship of our executive team to ensure complete success. MetaSource’s
executive team supports our relationship through our project steering committee forum, bringing
direct attention to the project at a strategic level and monitoring project progress and potential issues
on a regular basis.
Integrity is the core fabric in every area of our process and what we believe ensures we differentiate
ourselves with our competitors: truth in selling, management practices, customer service
accountability, and transparency. We believe these are intertwined best practices that matter most.
We are very upfront about our pricing and truly want to learn how to best deliver and continuously
improve service and quality levels. Our solutions focus on mutually increasing the value of our
partnerships, which results in substantial and quantifiable process, quality and cost improvements.
Document Scanning Services-RFP 8
Our solution is meant to do one thing, and that is to meet or exceed the expectations set forth by the
City.
4. Resumes of the Project Manager and key personnel who will be responsible for performance of any
agreement resulting from this RFP
Our account governance team brings the City extensive experience in government sector requirements.
Our most seasoned industry professionals will manage and support this contract – as depicted in the
following table, they possess more than 100 years of client focused document conversion knowledge and
business process outsourcing experience. This level of expertise provides City an expansive knowledge
base and thought leadership capabilities, and enables MetaSource to ensure project success through
enhanced foresight and control of all implementation and operational processes. Bios are presented
below and resumes have been provided within Exhibit 2.
Name Title Experience
Hal Redjai Senior Director Business Development State and
Local Government
30 years
Bill Jones Western Region Director of Operations 35 years
Steve Cooley Project Manager/Project Director 30 years
Grant Glasscock Vice President, BPO Engineering 21 years
Hal Redjai, Senior Director- Business Development- State and Local Government Services-Project director
Based in Anaheim, CA, Hal Redjai has more than 30 years’ experience in results driven document and
information management services as both a principal and senior manager. With a proven track record in
developing new business, managing key accounts, and cultivating long-term relationships, he establishes
confident rapport between clients and internal teams to deliver collaborative and creative solutions. A
sampling of Mr. Redjai’s core competencies include:
P&L Management
Business Analysis
Consultative Business Development
Voice of the Customer
State and Local Entities
Fortune 100/Global Clientele
Finance/Mortgage Industry Expertise
Public/Private Sector
Staff Direction/Development
Workflow and Application Design
Mr. Redjai possesses exceptionally strong workflow, application design and analysis backgrounds. He is a
Certified Document Architect (CDIA) and possesses a B.S. in Business Management and Administration
from Chapman University. Mr. Redjai will be directly responsible in all matters to include (but not limited
to):
Management oversight
Executive escalation
Technical matters involving a change in scope, price, or terms or conditions of the Agreement
Inspection and acceptance of service provided and monitoring of deliverables
Conduct meetings, as needed, with MetaSource and the City.
Document Scanning Services-RFP 9
personnel and such others as may be deemed appropriate
MetaSource reports specified in the Agreement and defined in the SOW
MetaSource invoices
Bill Jones, Senior Director Operations
With over 35 years of hands on document management experience, Mr. Jones has provided quality
conversion services to more than 50 state and local entities over his tenure. He will be responsible for
the following managerial duties for the City project:
Plan and direct the implementation and production phases of the project
Assign and coordinate the project activities of the City personnel
Provide support, as outlined, for each phase of the project
Review the results, quality, and timeliness of MetaSource overall performance
Steve Cooley, Project Manager/ Operations Lead
Steve Cooley has 30 years of experience in document and information management services as both an
integrator and business principal. He has focused on streamlining business processes, quality and
turnaround times and has 20+ years of project implementation and operations. As Project
Manager/Director for THE CITY, Mr. Cooley will lead the overall contract performance efforts. In addition,
he will manage daily operations, interacting with each functional staff member and advisor regarding
overall operations efficiencies, quality results, training/hiring, and development opportunities. He will:
Report directly to MetaSource executive sponsor (Vice President, BPO Service Operations)
Plan and coordinate MetaSource efforts on the project with the City representatives
Meet with the the City Project Director or designee concerning problems, modifications,
contractual obligations, etc., as requested
Provide the City with the status and performance reports
Ensure that supervisory and operations staff are aware of the responsibility for security of all the
City materials and trained to handle media in a secure manner at all times
Grant Glasscock, Vice President, BPO Engineering
Grant Glasscock is the VP of BPO Engineering at MetaSource. He has been in the data capture industry
since 1995. He has been responsible for the design and implementation of hundreds of custom
outsourcing applications specializing in high volume and rapid turnaround projects in the government,
insurance, credit card, and financial sectors. Mr. Glasscock holds an MBA from the University of Utah.
David Carn, Vice President, Chief Information Officer
David Carn oversees all Information Technology functions of the enterprise, including domestic locations
in Pennsylvania, Utah, California and Arizona, as well as International locations in India and China. He is
responsible for all software development, data management, networking, IT security, disaster recovery
planning, and information systems within the organization. Mr. Carn holds both a Bachelor of Science
degree in Management Information Systems and a Master of Business Administration degree from
Brigham Young University.
Document Scanning Services-RFP 10
MetaSource Project Director:
MetaSource shall designate a Project Director who shall have full authority to act on all daily operational
matters concerning MetaSource’s performance under this Agreement. MetaSource’s Project Director
shall be available by telephone during regular business hours.
MetaSource’s Project Director for this Agreement shall be the following person, or designee:
Hal Redjai
Senior Director Business Development – Government Services
1517 North Harmony Circle
Anaheim, CA 92807
(385) 351-6651
hredjai@metasource.com
Hal Redjai will serve as the single point of contact for the City, and he will be supported by our most
seasoned conversion/capture specialists from our business development, operational, and technical
groups. He will be responsible for overall project guidance/advice and performance monitoring, as well
as comprehensive account and communication management. Serving as the liaison between the City and
MetaSource’s various departments, he will maintain general responsibility for the planning and directing
of all activities necessary to exceed the needs of the City. This includes overall responsibility for the project
schedule, successful implementation of additional operational components, etc.
Mr. Redjai is located less than 30 miles from the City’s site, which easily facilitates in-person meetings
throughout the contract.
MetaSource Project Manager:
MetaSource shall provide a Project Manager to represent and to oversee day-to-day operation.
MetaSource’s Project Manager shall be the following person, or designee who is a full time employee of
MetaSource:
Steve Cooley
Director of Operations- West Region
1517 N. Harmony Circle, Anaheim CA 92807
714-334-1322
scooley@metasource.com
MetaSource’ s Project Manager will be responsible to coordinate MetaSource’ s efforts with the City.
MetaSource’ s Project Manager shall communicate with the City’s Project Director on an on-going basis
concerning any problems, modification, and contractual obligation, and shall be available during regular
business hours for problem resolution.
5. Firm ownership and if incorporated, the state in which the firm is incorporated and the date of
incorporation
MetaSource, LLC is a Limited Liability Company.
State of incorporation= Delaware
Document Scanning Services-RFP 11
Date of incorporation= June 11, 2007
Status of Corporation= Active and in Good standing
Document Scanning Services-RFP 12
6. If the firm is a subsidiary of a parent company, identify the parent company
MetaSource, LLC is a subsidiary of MetaSource Holdings, LLC.
Document Scanning Services-RFP 13
References of California government agencies (III)
MetaSource offers significant experience in providing similar/identical services to those currently sought
by the City. As a testament to our satisfactory work provided, we have included two (2) letters of
reference for your review as Exhibit 1.
Client Name City of Newport Beach
Project Name City-Wide Imaging Contract
Contact Name Lanny Krage
Email | Telephone LKrage@newportbeachca.gov | 949.644.3231
Address 100 Civic Center Drive, Newport Beach, CA 92660
Project Description MetaSource has been providing document conversion services to the City for over
six years. Paper documents are scanned and indexed on a bi-weekly basis. The City
is a relatively new (less than 2 years) Laserfiche user but has rapidly become a
power user. MetaSource provides the City with images that are ‘import ready’ for
Laserfiche.
Project start and end
date
Start Date: 2009 End Date: Just got awarded another 2 year contract
Staff assigned to each
project by the firm
Hal Redjai- Project director
Steve Cooley- Project Manager
Discuss final outcome MetaSource has been a long term partner of the City and in June 2017 was awarded
a 2 year contract.
Client Name City of Riverside Department of Building and Safety
Project Name City-Wide Conversion Services
Contact Name Ruth Norris
Email | Telephone RNORRIS@riversideca.gov | 951.826.5942
Address 3900 Main Street, Riverside CA 92522
Service Description MetaSource began picking up and converting documents over 10 years ago. We
currently scan and microfilm the plans and studies for building and safety. The
scans are data entered for import into the City’s Document Management System
(Laserfiche) and microfilm is stored for archive purposes. MetaSource also
converted all the Building and Safety microfiche and aperture cards for use in the
City’s Document Management System (Laserfiche). The completed job
encompassed over two million images.
Project start and end
date
Start Date: 2006 End Date: June 2017
Staff assigned to each
project by the firm
Hal Redjai- Project director
Steve Cooley- Project Manager
Discuss final outcome City issued a RFP in 2017 .
Document Scanning Services-RFP 14
Client Name City of Long Beach – Long Beach Development Services | Building Bureau
Project Name Long Beach Development Services | Building Bureau Fiche conversion
Contact Name Georgia Pon
Email | Telephone georgia.pon@longbeach.gov| 562.570.6038
Address 333 West Ocean Blvd., 4th Fl | Long Beach, CA 90802
Service Description MetaSource a contract to convert over I million images of film and fiche to
Laserfiche format.
Project start and end
date
Start Date: 2015 End Date: 2016
Staff assigned to each
project by the firm
Hal Redjai- Project director
Steve Cooley- Project Manager
Discuss final outcome MetaSource completed the media scanning to City’s full satisfaction.
Client Name Superior Court of California, County of Los Angeles
Project Name Image Quality Control Services for Archives Records Center
Contact Name Maria Hall
Email | Telephone mehall@lacourt.org | 213.830.0205
Address 222 North Hill Street, Los Angeles, CA 90012
Service Description MetaSource provides the Court quality control services on all scanned images.
Contracted to quality control 30 million scanned images, we provide staff and
management to accomplish all tasks.
MetaSource has recently been awarded to perform real-time scanning of all
Limited and Un-limited Civil case files and Family Law case files. This project
includes on-site scanning at over 15 locations.
Project start and end
date
Start Date: 2015 End Date: On-goin
Staff assigned to each
project by the firm
Hal Redjai- Project director
Steve Cooley- Project Manager
Discuss final outcome MetaSource has been awarded multiple other projects from the court.
Disclosures (IV):
MetaSource currently is not involved with any matters of pending litigation, bankruptcy, planned office
closures, and or any other matters that would impede our ability to perform the required services.
Document Scanning Services-RFP 15
Explanation of Methodology (V)
High Level Conversion Process Flow
The following flow diagram depicts the process that MetaSource will follow when performing conversion
services.
Document Scanning Services-RFP 16
Project Implementation
Project Phases
MetaSource’s implementation process is a well-defined practice that couples our Business Development
and Project Management groups working together before the contract is signed, and all MetaSource key
internal organizations after the contract is signed. Our implementation process follows three distinct
phases: design, pilot, and ramp-up. In the design phase, MetaSource will request and gather detailed
project specifications from the City. From that information, we will build and present a project plan to the
City for joint review. Upon City sign off, MetaSource will begin development/configuration of our internal
platforms and systems to meet City requirements.
Time of Performance
MetaSource has the capacity and resources to implement projects very quickly. Based on our experience,
the most critical factor in a speedy implementation is receiving rapid communication on questions and
data sets returned to our clients. We will ensure that communication channels with the City are open,
accurate, and timely.
Our experience with the City’s scope of work gives us a distinctive advantage in capacity planning and
ensuring we meet or exceed all milestones and turnaround time service level agreements. As per the RFP,
MetaSource will perform and adhere to all service schedules set forth by the agreement.
Implementation Management
The design, implementation, and ramp up of this contract will be handled by the MetaSource Project
Manager. The Project Manager will work closely with our Project Director to ensure a smooth transition
from implementation to day to day operations, at which time the Account Manager will assume primary
responsibility. Implementation will also require almost daily communications between MetaSource and
City project and account management staff. A detailed open items tracking log will be developed and
maintained by the Account Manager to monitor all ongoing operational tasks. The log includes start date,
description of the item, next steps, owner and targeted completion date.
Document Scanning Services-RFP 17
The chart below includes the MetaSource roles that are typically engaged during client implementations.
Project Role Project Activities/Responsibilities Role Applicable to Project-Yes or No
Assignment Duration
Implementation (I), Ramp(R), Thru
Completion (C)
MetaSource Account Team Member
Project
Sponsor
The person or group who provides
resources and support for the project
and is accountable for enabling
success.
Ensures issues escalated from the
project are solved effectively at the
organizational level.
Provides the right environment for
project teams to deliver successful
projects and programs.
Main advocate for the client and
helps to control scope both internally
and with the client.
Applicable Yes
Assignment
Duration
I,R,C
Client Team City Governance
team
MetaSource
Account Team
Member
Hal Redjai
Bill Jones
Project
Manager
Project managers accomplish work
through the project team and other
stakeholders.
Ensures that the project team
completes the project.
Creates and maintains project
documentation with the support of
the Team.
Schedules, hosts, facilitates and
tracks follow-up action items for
project related meetings, such as a
design meeting.
Ensures project issues are escalated
to project sponsor for resolution.
Applicable Yes
Assignment
Duration
I,R
Client Team N/A
MetaSource
Account Team
Member
Steve Cooley
Document Scanning Services-RFP 18
Business
Analyst
Gathers Requirements from Sponsor,
Sales & Client.
Main interface to Sales & Client to
answer questions from the team.
Creates and Maintains the Business
Requirements Document (BRD).
Creates and maintains workflow
diagram describing overall solution.
Reviews and Signs off on Test Scripts
& Test Results.
Applicable Yes
Assignment
Duration
I,R
Client Team TBD
MetaSource
Account Team
Member
Bill Jones
Steve Cooley
Process Analyst Creates and Maintains Internal
Specification Spreadsheet.
Helps to drive output development
issues to resolution with the
technical teams.
Creates List of Test Scripts/Scenarios.
Reviews and Signs off on Test Scripts
& Test Results.
Applicable Yes
Assignment
Duration
I
Client Team TBD
MetaSource
Account Team
Member
Steve Cooley
Rubi Alverez
Strategic
Account
Manager
Must acquire knowledge of client
during life of project in preparation
for assuming support of client once
Implementation of Project is
Complete.
Plans & Coordinates for Any
Operations and/or Client Training
Required.
Responsible for ad-hoc testing during
integration testing period of project.
Ad Hoc testing focused on how client
will use data or system or reports
from a Client perspective.
Applicable Yes
Assignment
Duration
I,R,C
Client Team N/A
MetaSource
Account Team
Member
Hal Redjai
Bill Jones
Document Scanning Services-RFP 19
Production
Lead
Provides Input on Design and ensures
standards are enforced
Responsible for ensuring that
Operations creates training materials
and that internal training is delivered.
Responsible for ensuring that
Operations team writes test cases
and executes test cases related to
Operations including any reports.
Responsible for planning for
production ramp up and operations
readiness.
Applicable Yes
Assignment
Duration
I,R,C
Client Team N/A
MetaSource
Account Team
Member
Bill Jones
Steve Cooley
Statement of Work and Business Requirements Document Development
MetaSource will update or prepare a Statement of Work (SOW), signed off by the City, which will serve as
the foundation of all project requirements. This SOW will reiterate the details of all contracted services
to be provided (‘what we will do’) and include the project’s functional and technical specifications. Upon
approval, the SOW will be followed by a mutually agreed upon Business Requirements Document (BRD).
The BRD will thoroughly describe how we will deliver the solution and include details related to
infrastructure, resources, and operational requirements that must be in place for a successful solution
program. The BRD will also serve as a reference for MetaSource production staff when questions or issues
arise during daily work activities.
The BRD lists the business rules and associated business and technical requirements that MetaSource
must comply with in order to meet our contractual requirements with the City. When a question or issue
arises within a standard workday, the BRD would provide appropriate guidance to MetaSource for taking
City approved action to reach a resolution. MetaSource staff should be able to refer to the image
conversion process step to determine the requirements and proper course of action. Finally, the BRD
serves as a common understanding between the City and MetaSource. The City may also use the BRD as
a reference to ensure that agreed upon services and requirements are being met.
Proposed Processing Facility
MetaSource will continue to leverage the capabilities of our established Anaheim, CA document
conversion facility (1517 North Harmony Circle, Anaheim, CA) to process City media. Access to this
location is controlled by key card access. Key card access is also required for restricted areas inside the
location where City documents are stored and processed. Our operations center is monitored by a 24/7
security system that includes sensors for burglary, smoke, and fire. Video cameras also monitor all interior
entry points and the server room. Visitors are not allowed within the facility unless registered at the
reception area (where they will be issued a Visitor Identification Badge) and accompanied by an escort
Document Scanning Services-RFP 20
while in the building. Our employees are trained to challenge any visitors whose badge is not visible. City
documents are, unless securely stored in a locked and cctv monitored area, under the direct supervision
of qualified and trained MetaSource staff. Access to the documents will be based on least privilege;
specifically, if an employee has no reason to access documents to perform his/her job function, access
will be denied.
Proof of Concept Pilot
MetaSource will perform a proof of concept pilot to ensure that all documents will be processed in
accordance with City’s requirements. The pilot, deployed in a production environment, would be
comprised of the first three boxes of documents. The pilot would serve to test all agreed upon service
levels (e.g., image quality, data accuracy, turnaround time, output, etc.) prior to full operations. Any
output that does not meet agreed upon service levels would constitute a pilot ‘failure,’ and MetaSource
would refine our approach until pilot success and sign off by City.
Paper-Based Conversion
Chain of Custody
MetaSource provides a comprehensive chain of custody program, supported by technology and refined
operational processes, to address the highest demands on the transfer of documents from client sites to
our facilities. Our tracking platform will reconcile all records and establish accountability of records from
initial boxing and transportation through receipt, processing, and document disposition (return, storage,
or destruction). The platform will provide a detailed audit trail and lifecycle reconciliation of all documents
and data within our possession.
Document Pickup
MetaSource dispatches staff to pick up boxes of records from specified City locations on intervals dictated
by the City. Due to the sensitivity of the materials the transportation preparation step is extremely crucial.
We arrive onsite with bins and place drawings inside the bins. The City provides a manifest with the index
information in paper format.
Document Transport
MetaSource transports boxes of City documents using company owned and operated vehicles. Our drivers
are thoroughly trained and reliable, and will ensure that documents are attended to at all times. We
maintain a strict chain of custody from the time the documents are picked up until delivery to our facility.
Document Scanning Services-RFP 21
Document Intake
Upon arrival at our Anaheim facility, documents are
unloaded and immediately brought into a secured
area with controlled access for intake.
MetaSource provides a comprehensive chain of
custody program, supported by technology and
refined operational processes, to address the
highest demands on the transfer of documents
from client sites to our facilities. Our tracking
platform will reconcile all records and establish
accountability of records from initial boxing and
transportation through receipt, processing, and
document disposition (return, storage, or
destruction). The platform will provide a detailed
audit trail and lifecycle reconciliation of all
documents and data within our possession.
It also gives us powerful tools for managing workflows and identifying the location of work within the
system -- even down to the individual record level. MetaSource has customized this tracking system with
advances such as automated transmission of work to our production facilities and tracking of paper
documents at batch time, prior to scanning and image creation. Automation allows us to effectively and
dramatically minimize errors in processing and maximize our capacity for data handling. The City provided
electronic reference file that should contain file numbers and any other information that is available, will
allow MetaSource to load this information into a reference file for validation and indexing purposes.
Document Preparation
As documents are prepared for scanning, we place a unique number header page in front of each drawing
and record the number on the paper manifest. Additional preparation tasks include:
The removal of any paper clips, staples, glue, and other bindings from papers to be scanned
Removal from prongs
The straightening and flattening of any papers as required
Repair of documents and clear taping of tattered edges
Taping of partial sheets to carrier sheets
Stamp ‘best copy’ on documents that do not appear to be in good order for image quality
Should any drawings not be accounted for within the City-provided manifest, MetaSource will identify and
report these items as exceptions to the City.
Document Scanning Services-RFP 22
Large format Document Scanning
Drawings are converted to image using Widetek scanners. MetaSource will adhere to the scan output
requirements set forth by the City.
All scanned images will be a perfect representation of the original. Should color be required, MetaSource
can provide color images. The images are displayed during the scanning process. The scan operator will
review the images as the pages are scanned. In the event of a scanning issue, the scan operator will stop
the scanner and make any adjustments necessary to ensure the best quality images. The scan operator
will perform a general cleaning of the scanner optic and paper track at the start of the day. Ongoing
scanner maintenance and cleaning will also be performed daily in order to ensure against image
depravation due to equipment malfunction. MetaSource scanner/hardware quality control procedures
incorporate the appropriate standard resolution targets to ensure manufacturer rated specifications are
maintained.
Standard Document Scanning
As a best practice document scanning shall be performed using a semi‐automatic feeding methodology.
In other words MetaSource shall not rely fully upon the equipment's automatic document feeder
technology to ensure against double feeds, and other scanning errors.
MetaSource scanning methodology is a proven and tested process and utilizes multiple checks and
balances between hardware, software and most importantly operators. At no point of the process is any
blind scanning being performed.
Documents will be digitized using state of the art scanning technology, which includes an ultrasonic sensor
for the detection of double feeding. Double feeding can be detected even if scanned documents that
contain paper of various thicknesses. These sensors allow for
the protection of the pages against double feeds, jams and
tearing of pages. Ensuring reliable scanning of large amounts
of documents, the ‘double-feed prevention roller’ helps
prevent scanning miss-feeds. Assisting the document feeding
process, the double-feed prevention roller separates the
feeding documents from the second sheet onward. This
reduces, and ultimately helps to prevent the number of
occurrences of sheets coming through as a double-feed.
All documents will be scanned in duplex at 300 DPI as
required, with blank backs removed during image enhancement. All scanned images will be a mirror
representation of the original. Should color be required, MetaSource will provide color images.
The images are displayed during the scanning process. The scan operator will review the images as the
pages are scanned. In the event of a scanning issue, the scan operator will stop the scanner and make any
Document Scanning Services-RFP 23
adjustments necessary to ensure the best quality images. The scan operator will perform a general
cleaning of the scanner optic and paper track at the start of the day. Ongoing scanner maintenance and
cleaning will also be performed daily in order to ensure against image depravation due to equipment
malfunction. MetaSource scanner/hardware quality control procedures incorporate the appropriate
standard resolution targets to ensure manufacturer rated specifications are maintained.
At the beginning of a shift, operators verify each image scanned until accuracy of the scanner settings is
determined. Visual quality evaluations of one hundred percent are performed at the time of new
installation or upgrades in software or hardware, or when new operators or projects begin.
MetaSource adheres to the following ANSI/AIIM, ANSI American Society for Quality (ASQ), and ISO
imaging and library standards for document preparation and image processing.
ANSI/AIIM TR15-1997: Planning Considerations, Addressing Preparation of Documents for Image
Capture—for document preparation
ANSI/AIIM MS44-1988 (R1993): Recommended Practice for Quality Control of Image Scanners—
for scanner quality control to ensure continued maintenance of an established level of quality
ANSI/AIIM TR19-1993: Electronic Imaging Display Devices—for selecting imaging devices
ANSI/AIIM MS55-1994: Recommended Practice for the Identification and Indexing of Page
Components (Zones) for Automated Processing in an Electronic Image Management (EIM)
Environment—for zoned OCR quality control
ANSI/AIIM TR34-1996: Sampling Procedures for Inspection by Attributes of Images in Electronic
Image Management (EIM) and Micrographics Systems or ANSI Z1.4 Systems—for sampling rules
and quality assurance sampling rules on image quality control
ANSI/ASQ Z1.4-2003: Sampling Procedures and Tables for Inspection by Attributes – for
quantifying performance
ANSI/ASQ Z1.9-2003: Sampling Procedures and Tables for Inspection by Variables for Percent
Non-conforming – for quantifying performance
ANSI/NISO Z39.85-2007: The Dublin Core Metadata Element Set for defining metadata elements
for resource descriptions
ISO 19005-1: Document Management–Electronic Document File Format for Long Term
Preservation—for storage (PDF/A)
Image Enhancement
After scanning, each image is automatically imported to the MetaSource image enhancement module,
where it will undergo the following automated image cleanup processes:
De‐skewing, de‐speckling, and smear removal
Blank back side page recognition and removal (based upon predetermined pixel counts /threshold
settings)
Separator sheet removal
Background smoothing
Document Scanning Services-RFP 24
Contrast adjustment
The scanning software is an advanced application that, among other capabilities, reviews each image
(100% image review) as it is captured for overlap, skew, etc., and automatically flags document exceptions
for immediate correction –resulting in significantly less rescans downstream in the Quality Control
process. Our state of the art image processing software and process will ensure best quality image, which
can address items such as (but not limited to) image despeckle and deskew, image border removal, and
cropping.
Document Indexing
The data entry/indexing will be performed post scanning. During the automated index process, the file
separator sheets, inserted at the time of document preparation, will be read. The barcode read during
this process will be matched to the inventory list. Any barcode that doesn’t match or was not read will be
flagged as an exception. All exceptions will be reviewed and appropriately remediated. Once all files are
correctly identified, any additional file information will be extracted from the electronic inventory list and
auto populated as part of the file metadata, if applicable.
MetaSource will key enter the required data directly from image, to include the following:
If the City can provide a data dump in Excel or Access with associated data fields that are required,
MetaSource will utilize the data to perform audits and any auto population of additional fields if required.
Image/Data Delivery and Upload
Upon completion of processing, images and data will be loaded to CD/DVD or hard drive and provided to
the City. MetaSource will also provide the uploaded data to be in accordance with the City LaserFiche
platform. Laserfiche supports briefcase import function and with City provided guidance, MetaSource IT
staff will perform proper importing and routing of data to the necessary repositories by department,
document type and category.
A full description of MetaSource’s quality assurance approach has been provided later on within this
proposal.
Document Disposition
Upon completion of processing, MetaSource will securely store documents in our production facility for a
period of 90 days and or as mutually agreed upon to time frame.
In accordance with City requirements, MetaSource will return documents or provide document
destruction services.
Document Pull Requests
MetaSource understands that the City may have the need to access documents within our possession.
During the conversion process, we will pull and fulfill any document request within 24 hours. Once the
City issues a request for a file/document/record, MetaSource will prioritize the processing of the
requested item and provide an encrypted electronic copy (scan on demand) of the file.
Document Scanning Services-RFP 25
Quality Assurance
Our standard process is based on Six Sigma methodology, with the commitment of final deliverables
having a defect rate between 5 Sigma and 6 Sigma. What this translates to for the City is that the final
image output (considering all processes) would yield 99.8% to 99.99% defect-free product.
Clear and documented SOW prior to initiation of production
100% image inspection at capture/scanning stage
100% image inspection at index and QC stage
3% paper to image verification performed on daily output
MetaSource strongly believes the proposed process will yield the results required by City. This is based on
experience, certainty of the scope, familiarity with similar source documents, and overall knowledge of
real operations. Our ability to provide these high levels of accuracy clearly differentiates MetaSource from
our competitors.
MetaSource uses a stage-gate method where milestones (gates) are reviewed to ensure success at each
stage of design/implementation – quality is designed into the system and is a required goal of each stage.
For example, our quality process begins at design during the first discussion with our clients on how to
capture their data. We also look for ways during the programming and testing, project ramp up, and full
production to incorporate edits, validation tables, and other tools to foster quality throughout the
workflow.
MetaSource’s QA process, coupled with our state of the art capture technology (hardware and software),
ensures quality through the entire document conversion process. The process is meant to safeguard
against common human errors, i.e., paper handling, miscounting, double feeds, etc. Our extensive QA
process allows the City to realize tangible savings with its backend quality review tasks.
Operators will review every image and all index data on the screen during the QA review process. They
will:
Verify all pages have been scanned from front to back
Source document (paper to image verification)
Ensure every page is complete, clear, and as readable as the source page.
Ensure every page is right reading
The QA module displays every page, and the operator has the ability to perform full page/screen review
on any page to verify its quality and detail. Image review will include, but is not limited to, verification of
imprinted scan date stamp, image contrast verification, resolution, clarity, completeness, etc. The
operator will have the option to enhance or reject images based on client specifications, and decide the
proper next steps (enhance, re-scan, etc.). The operator also has the ability to select a single image and
instantly toggle back and forth between the black and white, grayscale, or color versions of the image to
identify and select what is the most legible.
Document Scanning Services-RFP 26
The software will flag blank images indicating that the image is to be deleted at export. As the final step
of the QA process on a file, images that have been flagged for deletion are presented to the operator for
a second verification. MetaSource prefers to apply a conservative approach to blank back deletion and
would rather deliver an image that may not necessarily be needed versus deleting an image that must be
saved.
Although we use a quality review process to measure data accuracy, we do not feel that quality is simply
a department that audits keyed data. Our philosophy is to design each step of our process to focus on
quality to produce better quality data faster. Listed below are some of the tools we use to incorporate
quality throughout the production cycle:
Multiple edit checks in every field possible (both first and second pass) to ensure front-end quality
checks (mod 10 check digit routines, limiting name fields to allow only alpha character, client
database for data dump/check, etc.).
Second/verify pass is keyed blind.
Any changes to what the first operator keyed would have to be double keyed by the second
operator ensuring any changes made were done so deliberately.
After the work has been keyed and verified, the batch is processed through a Quality Assurance
program that verifies again the same edit checks performed at data entry and additional check
such as field length size, duplicate records within a given batch, etc. If errors are found, an error
report is generated, the error is corrected and the work is processed again through the QA
program.
As the batch is being output per project specification, another process of data scrubbing is
performed and the work output into format per project specification.
Image to Paper QC
MetaSource will review 3% of the files for accuracy. MetaSource will perform an “Image to source
document” review of images. Any error found will be logged and remediated. MetaSource will utilize
this information to make any adjustment to the procedure and/or systems to ensure the soundness of
the overall process.
MetaSource will evaluate the findings, to create a corrective action plan through operator re-training or
system enhancements.
MetaSource will also utilize the findings to calculate and report the quality against Service Level
Agreements (SLA). All SLA’s will meet or exceed OJD established baselines for quality. The Quality SLA
results will be tracked for historical review and ensure that the process improvement goals are met.
The QA log and reporting will include the following:
Root Cause Analysis (RCA), if applicable
Quality category (Scan, prep, system component, etc.).
Document Scanning Services-RFP 27
Description.
Processing date.
QA Operator name.
Operator(s) responsible for the defect.
This report will also contain any feedback received from the City
The Quality Log/report will be reviewed with the City designated contact ongoing basis.
Quality Reporting
Quality reporting is defined and customized with each of our clients at the onset of a new project. We
maintain records for client quality for the life of the contract. Key measures typically include:
Sample size
Critical field error
Illegible fields
Total volume
Error rate
Operators are provided printed QC reports to provide feedback on the quality of their work. The report is
reviewed by the trainer/team leader with the operator in detail. Each error is reviewed and the correct
rule or exception is explained to eliminate future error. The QC department also provides monthly reports
per project specification, which are reviewed by management to track trends to ensure that the quality
of the work performed does not dip below minimum standards set by both the individual projects and by
the company.
Reporting
MetaSource will provide production reporting through our ProjectLink, enabling the City to know exactly
how much work was transported/received, processed, status within production, and when complete.
Summary Report
The Summary Report is the most standard report that illustrates a high level view of the total documents
that have been received daily, the total scanned and the total that have been returned. This report is best
used for tracking the daily work and volume trends.
Date Received – The date that the work is received at our facility. This field is populated from the
date of receipt field in our software.
Total Documents Received – This is the total number received each day. This field is populated
from the count captured during scanning.
Documents Scanned – Volume of documents, scanned by date. Higher volume may cause a delay
between scanning and receipt. The volume in this status is documents that have been scanned
and are in process.
Documents Returned – After pending documents are returned they are marked as returned on
the report.
Date Returned – This is the final transmission date of the documents.
Document Scanning Services-RFP 28
Summary Report
Date Received Total Documents Received Docments Scanned Documents Returned Date Returned
1-Jan 0 0 0 1/1/2009
2-Jan 2,477 2,477 2,477 1/2/2009
3-Jan 31,942 31,942 31,942 1/5/2009
5-Jan 18,631 18,631 18,631 1/5/2009
6-Jan 10,487 10,487 10,487 1/6/2009
7-Jan 3,855 3,855 3,855 1/7/2009
8-Jan 0 0 0 1/8/2009
9-Jan 42,290 42,290 42,290 1/9/2009
Work in Progress Report
The Work in Progress Report is a more detailed version of the Summary report that includes the status of
documents and their volume. For time-sensitive procedures this provides an up to the minute picture of
the records’ progress.
Job – This is used to differentiate between multiple types of documents if applicable.
Date – The date the work was received at our facility. This field is populated from our software in
where the date of receipt is entered.
Receiving – The number of documents being scanned or batched. This number is provided by the
count captured during scanning.
Distribution – The number of documents being transferred to be keyed. This number is populated
by the total number of documents being transferred or waiting to transfer to the key location.
Capture – The number of documents being keyed. This number is extrapolated from all
documents that have been received by the key location and are waiting to be keyed or have been
keyed and are waiting for certification.
Certification – The number of documents running through back-end processes before upload.
Fulfillment – These are the documents in queue to be uploaded or output.
Total in Process – The sum of all documents in Receiving, Distribution, Capture, Certification and
Fulfillment status.
Document Scanning Services-RFP 29
Uploaded – The number of documents that have been returned or uploaded.
Rejects – The number of documents rejected during our process, based on customer
specifications.
Total – The sum of all documents in Total in Process, Uploaded and Rejects.
Work In Progress
JOB Date Receiving Distribution Capture Certification Fulfillment Total in Process Uploaded Rejects Total
ABC 19-Jan 0 0 0 0 0 0 5932 14 5946
20-Jan 0 0 0 0 0 0 12046 46 12092
21-Jan 0 0 0 0 0 0 14461 38 14499
22-Jan 0 0 0 0 0 0 9729 40 9769
23-Jan 0 0 0 0 0 0 12203 19 12222
26-Jan 0 0 0 0 0 0 11971 31 12002
27-Jan 0 0 0 0 0 0 5061 49 5110
28-Jan 0 0 0 0 6319 6319 8241 34 14594
29-Jan 0 0 2457 1834 0 4291 0 6 4297
30-Jan 0 2395 1504 128 0 4027 0 1 4028
0 2395 3961 1962 6319 14637 79644 278 94559
SLA Reporting
The SLA (Service Level Agreement) report identifies document processing turn-around time. It identifies
how many documents were received, processed; and resulting data files delivered back to the customer
within the SLA turnaround time, as well as processing that did not complete within the SLA time. Results
are viewable on a daily, hourly, or individual job basis.
Column Descriptions:
The Documents Received column identifies how many documents were received during the day
or hour.
The Documents Delivered column identifies how many of the received documents were
processed and returned.
The Average Time (-/+) to SLA identifies how long it took to process the documents.
Document Scanning Services-RFP 30
The Average Time Over SLA identifies the average time over the SLA requirement that it took to
process a document
The Max Time Over SLA identifies the maximum time over SLA it took to process a document.
Total Docs Within SLA identifies how many of the documents were processed within the SLA time.
SLA Percent is the percentage of documents received that were processed within the SLA.
Document Scanning Services-RFP 31
Description of proposer’s warranty / guarantee of work product (VI)
Our standard process is based on Six Sigma methodology, with the commitment of final deliverables
having a defect rate between 5 Sigma and 6 Sigma. What this translates to for the City is that the final
image output (considering all processes) would yield 99.8% to 99.99% defect-free product.
The processes and quality expectations must be mutually agreed upon and outlined in the mutually
executed Scope of work prior to any work being performed. MetaSource will re-scan and or re-process
any error found in the work product that does not meet agreed upon service level agreements (SLAs) to
the City’s full satisfaction at NO CHARGE for up to 6 months post services or contract expiration. Please
note if the fix involves re-scanning of documents, the original physical documents must be available and
provide to MetaSource.
Document Scanning Services-RFP 32
Completed Pricing Chart (Attachment 1) (VII)
Document Scanning Services-RFP 33
List of complementary services offered by proposer along with corresponding
Prices. (VIII)
Description Price
Quality Control No Charge
Secondary or additional index fields (With
provided data dump) through the process of
match merge auto-populate process.
No Charge
Document file request- MetaSource understands
that the City may have the need to access
documents within our possession. During the
conversion process, we will pull and fulfill any
document request within 24 hours. Once the City
issues a request for a file/document/record,
MetaSource will prioritize the processing of the
requested item and provide an encrypted
electronic copy (scan on demand) of the file.
No Charge
Document Destruction and certificate of
destruction- Cross shred and recycle
No Charge
Laserfiche briefcase upload No Charge
Box storage up to 120 days No Charge
sFTP file upload process No Charge
Subcontracting Services (IX)
Subcontractors
We offer the City established resources and infrastructure, as well as the technological, security, and
quality assurance capabilities to successfully support this contract, without the use of subcontractors.
Document Scanning Services-RFP 34
List of services and / or information needed from the City in order for the
project to succeed (X).
MetaSource’s implementation process is a well-defined practice that couples our Business Development
and Project Management groups working together before the contract is signed, and all MetaSource key
internal organizations after the contract is signed. Our implementation process follows three distinct
phases: design, pilot, and ramp-up. In the design phase, MetaSource will request and gather detailed
project specifications from the City. From that information, we will build and present a project plan to the
City for joint review. Upon County sign off, MetaSource will begin development/configuration of our
internal platforms and systems to meet City requirements.
As part of a successful implementation and overall project success, we have outlined a few critical success
factors that in most cases requires the client to provide.
Description of services and Information
Single point of contact To ensure timely feedback and input.
Statement of work To ensure Clear and agreed upon expectations
Box inventory listing-File level To ensure chain of custody and reconciliation tracking
Electronic reference file- data dump To ensure file validation and indexing validation without the
need for additional manually implemented process; i.e.
double blind keying
Test environment in the EDMS platform For providing image samples, data and etc.
Quality Review and feedback To ensure remediation of services that do not conform to the
established Service level agreement (SLA)
In summary MetaSource extensive experience with these types of projects will minimize the burden on
the City staff, and ensure a successful engagement.
Document Scanning Services-RFP 35
A statement that, if selected, the proposer will provide the minimum insurance
coverage and indemnification noted in Exhibit E of the City’s Professional
Services Agreement (Attachment 2). (XI)
MetaSource confirms that we comply with the stated insurance requirements. A sample certificate of
insurance is provided below.
Document Scanning Services-RFP 36
Non-Collusion Affidavit executed by an official authorized to bind the firm
(Attachment 3). (XII)
Document Scanning Services-RFP 37
Acknowledgment of Addenda (Attachment 4) (XIII)
Document Scanning Services-RFP 38
Exhibit 1. Recommendation Letters
Document Scanning Services-RFP 39
Document Scanning Services-RFP 40
Exhibit 2. Key Management Resumes
Hal Redjai, Senior Director – Business Development
Based in Anaheim CA, Hal Redjai has more than 25 years’ experience in results driven document and
information management services as both a principal and senior manager. With a proven track record in
developing new business, managing key accounts, and cultivating long-term relationships, he establishes
confident rapport between clients and internal teams to deliver collaborative and creative solutions. A
sampling of Mr. Redjai’s core competencies include:
P&L Management
Business Analysis
Consultative Business Development
Voice of the Customer
State and Local Entities
Fortune 100/Global Clientele
Finance/Mortgage Industry Expertise
Public/Private Sector
Staff Direction/Development
Workflow and Application Design
Professional Experience
MetaSource
Senior Director – Business Development, 2015 to present
Director of Business Development for West region and nationwide state and local governments reporting
to the VP of Business Development
SourceHOV
Director of Business Development/Strategic Account Manager, 1999 to 2015
Reporting to the Executive Vice President of Finance, developed and grew key accounts in the finance and
mortgage industries, as well as in the California court system. Supervised client-facing management
teams.
Ranked #1 in total sales (‘Pinnacle Performer’) for six consecutive years. Achieved 280% of quota
in 2011, 427% in 2012, and 200% in 2013
Earned President’s Club for three consecutive years
Grew territory significantly by landing several of the company’s largest accounts, including
Fortune 50 banks and mortgage, insurance, and media companies
Established and facilitated weekly and monthly client meetings to remain consistently aligned
with key contractual and operational objectives, build trust and partnership contributing to
mutually beneficial, long-term relationships
Collaborated with customer relation managers, subject matter experts, and technical managers
on pre-sale and post-sale presentations and meetings, generating robust solutions that met client
needs
Met with clients considering migrating core services back in-house; conducted needs analysis and
proposed new solutions that re-captured 100% of revenue
Document Scanning Services-RFP 41
Retained two key financial clients and developed disaster recovery niche by redesigning offerings
to meet new and rapidly changing regulatory requirements
Routinely researched market trends in lending and finance; worked with company SMEs to
develop solutions that respond to and anticipate client needs
Education and Skills
Certified Document Architect (CDIA)
BS, Business Management and Administration, Chapman University, 1989
Document Scanning Services-RFP 42
Steve Cooley, BPO Project Manager/BPO Project Director
P&L Management
Forecasting and Annual Budgeting
Interacting with Executive Management
Purchasing
Production Staffing
Pay for Performance Design/
Maintenance
Sales Support (Pre-Sales and
Implementation)
Ongoing Customer Maintenance
Local IT Management
Local Development Management
Professional Experience
MetaSource
BPO Project Manager/BPO Project Director, 2016 to present
In charge of all operational aspects
Led the efforts in the start-up of the California operation
SourceHOV
Director of Operations, 1997 to 2016
Operated a $25 million annual revenue facility
Managed a staff 300 production and administrative FTEs
Maintained an EBITA of 35%+ across all projects for nine years as Director
Achieved the lowest Cost of Goods sold model out of 20+ processing centers
Operated 24 IBML high speed scanners producing more than 4 million images per day
Notable business development accomplishments:
Bank of America, 2011, $24 million annual revenue; largest contract (mortgage and banking
vertical) in the company’s history; Pinnacle Award winner for my participation
Los Angeles Superior Court, 2013, $2 million+ annual revenue
Los Angeles County ISAB, 2009, $1.5 million+ annual revenue
JP Morgan/Chase, 2007, $2 million+ annual revenue
Nationstar Mortgage, 2012, $1 million+ annual revenue
Notable accomplishments with Fortune 100 companies and government:
Bank of America and JP Morgan/Chase: Orchestrated the implementation for these top two major
financial firms; managed multiple locations across the across the west coast, central, and east
coast facilities
Chase: Implemented a geographically desirable solution for daily flow of loans to minimize
shipping charges and reduce risk
Bank of America: Managed takeover of internal operations at Tampa FL and Forth Worth TX
facilities; ramp of operations in both locations without any interruption of production
o On-boarded 50+ FTEs
o Provided start up supervision
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o Training of all supervision and staff
o Collaborated with site management and client
Bank of America: Started an onsite operation in their Tampa FL location
o Set up the operation
o Provided start up supervision and staff
o Trained managers, supervisors, and production staff
LA Superior Court: Transitioned client from a microfilm capture platform to an image-based
capture platform
TCS/Liberty Mutual: Managed claims processing operations for medical, property,
correspondence, and other; $1.3 million annual contract
WellPoint Western Region: Managed mailroom operation for medical, correspondence, and
other; also managed return mail research for their senior line of business division; $2.5 million
annual contract
Progressive Auto Insurance: Managed claims processing mailroom for medical and property; $1.2
million annual contract
Education and Skills
PMP Certification in process
CIP – Certified Imaging Professional in process
CDIA in process
Six Sigma Green Belt (Black Belt certification in process)
Orange Coast College, General Education
Datapoint Corporation: Systems Administration and Development
FileNet Corporation: System Administration, FileNet WorkFlo Programming, PC Imaging Software
– Administration, PC WorkFlo Programming (Modular/Windows Programming)
Wave Technologies: Novell System Administration, Course 1 CNE, Novell System Administration,
Course 2 CNE
Visual Basic Programming
FoxPro 2.5 and Visual FoxPro Programming
Microsoft SQL
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Grant Glasscock, Vice President, BPO Engineering
Professional Experience
MetaSource
Vice President BPO Engineering, 2012 to present
Oversee the design and deployment of BPO services
Responsible for the BPO services business line (P&L)
Management interface and oversight of offshore partnerships
Vice President Operations, 2009 to 2012
Managed the transition of domestic facilities in Pennsylvania to one consolidated location
Implemented SOP for the BPO operations between domestic locations
Vice President of Client Services, 2007 to 2009
Oversaw account management integration with the merged companies (Mackin, Capture
Resource)
Consolidation of management of retail grocery vertical
Data Services Direct
Vice President of Client Services, 2001 to 2007
Responsible for hiring, managing, and training of project and account managers
Managed client interface, account pricing, proposals, account design, and implementation
Lason, Inc.
Vice President of Client Services, 2000 to 2001
Managed client services department of eight project managers with responsibility for $16 million
annually
Director of Client Services, 1999 to 2000
Oversight of accounts totalling $5 million annually focused in the health insurance industry
Client Services Manager, 1998 to 1999
Completed sale of J.L. Blodgett & Associates to Lason, Inc.
Transitioned account management to Anaheim CA
J. L. Blodgett & Associates, Inc.
Client Services Manager, 1997 to 1999
Transitioned projects from domestic to offshore labor force in Mexico
In-Home Data Entry Operations Manager, 1995 to 1997
Partner in J.L. Blodgett & Associates
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Hired, trained, and managed work force of in-home data entry operators
Project Manager, 1995
Responsible for programming design, implementation, and operations coordination production
center in China
Education
MBA, University of Utah
BS, Zoology, Brigham Young University