Loading...
Spinitar - AV Chamber Services Audio, Visual & Communication Solutions. Since 1986. www.spinitar.com © 2020 Spinitar. All Rights Reserved October 1, 2021 City of La Quinta Attn: Monika Radeva, City Clerk RFP – Audio/Video Maintenance and Support Services, Initial Assessment, and Needs Improvement Report 78495 Calle Tampico, La Quinta, California 92253 Based upon the bid invitation for this RFP dated 8/23/2021 I have prepared the following document as follows for Spinitar’s bid response. This proposal represents our understanding of how the Bid was defined and as it pertains to the bid packet provided by the City of La Quinta. Our proposal will be valid for ninety (90) days, and I am free from any conflict of interest with the City of La Quinta. We have spent 35 years refining the way in which we do business and our continued, accelerated growth speaks volumes to our successful approach to AV systems integration and support. We have dedicated countless hours to improving our effectiveness with the utilization of the correct tools and resources. Our service first approach, team-based business model, exceptional training, and certification programs, provide you with a quick response from talented folks who care about you, an experience unlike any other AV integration firm in the industry today. It is our hope that we have provided all the information necessary to show you that we would be an excellent partner for your audio visual needs, but should you have any questions please feel free to reach out to any member of the Spinitar team. We look forward to working with you on this and/or future projects. Kindest regards, Matthew Williams Customer Success Manager D: 714.367.2960 C: 714.497.8505 Matthew.Williams@spinitar.com www.spinitar.com Audio, Visual & Communication Solutions. Since 1986. www.spinitar.com © 2020 Spinitar. All Rights Reserved About Spinitar Founded in 1986, Spinitar is a leading systems integration company dedicated to providing its clients with custom audiovisual and communications technologies, solutions and services. Our infoComm APEx designation (Audiovisual Provider of Excellence) validates that Spinitar has structured processes and certified staff with a dedication to quality integration and excellent customer service in every facet of our work. Employees are incentivized to obtain and maintain CTS, CTS -I and CTS-D certifications. With offices strategically located in Los Angeles, San Francisco, San Diego and Phoenix, Spinitar integrates custom audiovisual technology solutions across a wide array of market segments, including government, business and education. Our solutions can be found in many specific applications, including boardrooms, houses of worship, classrooms, city council chambers, command & control centers, and more. In addition, with more and more businesses embracing technology to effectively reach niche audiences, Spinitar is positioned to deliver services specific to your business need – including fully managed services programs, support services, outsourced technical professionals and training. Spinitar Mission Statement- “To be a fun, profitable, world class, customer intimate provider of integrated audio visual solutions…developing imaginative and strategic relations with our customers, our employees and our industry partners” Corporate Info- Presentation Products, Inc. Duns #:15-184-45520 SIC Code: 5999,1731,3861,5043 DBA “Spinitar” 16751 Knott Avenue Resale #: SRYAA 14-716179 La Mirada, CA 90638 Federal ID #: 95-4044229 (714) 367-2900 / Fax (714) 367-2910 Corporate File#: 1373312 (May 1986) www.spinitar.com Officers: Leadership and Accounting Contact: J. Jeffrey Irvin, Principal & Founder Scott Kroeze, CTS, EVP Sales Jay Rogina, Principal Craig Petorella, CTS, VP UC Operations David Taccone, VP of Finance Main Contact: Matthew Williams - Customer Success Manager Matthew.Williams@spinitar.com - (714)497-8505 California Contractors Class C7 License Number: 783424 Certifications held by Spinitar staff: CTS, CTS -I, CTS-D, CAPM, PMP, RCDD, LEED AP Audio, Visual & Communication Solutions. Since 1986. www.spinitar.com © 2020 Spinitar. All Rights Reserved Spinitar Proposal Summary and Workplan Spinitar Support Program and team organization Spinitar has a full-time, industry certified, support services team throughout our four office locations. Please see the attached biographies on the team members who would be servicing The City of La Quinta Council Chambers. Spinitar firmly believes in continuing education for all our employees to ensure they are knowledgeable and can provide our customers with the support services required. Spinitar repair center environment and organizational structure supports Spinitar maintains a repair center at each of our four office locations in California and Arizona – Concord, La Mirada, Carlsbad, and Phoenix, AZ. Both the La Mirada and Carlsbad office have the support personnel to handle all support needs for the City of La Quinta. Spinitar technical and customer support services Spinitar employs full-time dedicated Support Coordinators who receive phone call and e-mailed support requests. They facilitate technician dispatching for the appropriate action. Spinitar’s tec hnicians will provide anything from phone/video support to depot repairs to on-site visits depending on requests and needs. All information is entered into a proprietary service database specifically designed to handle and track audiovisual service requests, estimates and invoicing. Our Customer Success Managers contact our customers to conduct customer satisfaction surveys in order to measure performance on a regular basis. Support Team- - Customer Success Manager: Matthew Williams - Support Coordinators Gina Hoskins Adriana Hernandez - Support Technicians Chris Barnard, Sr. Technician Mark Magill, Sr. Technician Audio, Visual & Communication Solutions. Since 1986. www.spinitar.com © 2020 Spinitar. All Rights Reserved. Matthew Williams Customer Success Manager BACKGROUND As a customer success manager at Spinitar, Matthew is responsible for partnering with Spinitar’s systems integration team to establish the best support plan(s) for his customer's audiovisual needs. Tasked with ensuring a timely response on all AV support requests, Matthew helps facilitate AV success for the lifetime of the equipment. In order to accomplish top-notch customer support, Matthew collaborates directly with the sales organization, service technicians and engineers throughout the duration of the project, and beyond, to ensure the clients needs are being held to the highest regard. In addition, Matthew is also in charge of developing new and creative revenue opportunities focusing on professional services and "green" programs. Matthew has been with Spinitar since September of 2015. His years of experience as an account manager within a variety of industries has enabled him to perfect his professional approach to customer support. Prior to joining Spinitar, Matthew worked in outside sales and marketing as a community ambassador. Matthew's professional experience has given him the tools needed to successfully manage Spinitar's customer relationships, while providing them with AV support, tailored to meet the needs of his customers. ROLE & RESPONSIBILITIES CERTIFICATIONS & TRAINING - Actively attends AV training and seminars throughout the year. - Bachelor of Science Degree, Baylor University. Audio, Visual & Communication Solutions. Since 1986. Chris Barnard, CTS Support Technician BACKGROUND Chris has been with Spinitar since February of 2015. With a diverse background in the audiovisual industry, Chris’s technical expertise ranges from comprehensive rack building and installation, to full project management. ROLE & RESPONSIBILITIES As a support technician, Chris provides a variety of support services for our clients in the field and in -house at our support center. Chris provides extensive technical expertise in the area of troubleshooting and repairing on -site system components based on industry standards established by our manufacturing partners and InfoComm International. Additionally, Chris conducts preventative maintenance visits, which allows us to become aware of possible system mishaps prior to part(s) failure. CERTIFICATIONS & TRAINING - Christie MicroTiles part replacement - Extron XTP-T - Extron Certified ProDSP Specialist - Crestron DigitalMedia Certified Engineer 4k - Crestron Certified Audio Technician - Creston NVX Design and Application - Biamp Tesira Forte - Planar Direct Light LED Video Wall System Certified Installer www.spinitar.com © 2020 Spinitar. All Rights Reserved. Audio, Visual & Communication Solutions. Since 1986. www.spinitar.com © 2020 Spinitar. All Rights Reserved. Mark Magil Service Technician BACKGROUND As a service technician, Mark provides a variety of support services for our clients in the field and in-house at our support center. Mark provides extensive technical expertise in the area of troubleshooting and repairing on-site system components based on industry standards established by our manufacturing partners and InfoComm International. Additionally, Mark conducts preventative maintenance visits, which allows us to become aware of possible system mishaps prior to part(s) failure. Mark joined Spinitar in April of 2018 with over 20 years of experience in the commercial AV industry. Having performed work in various roles, including the role of a lead technician, project manager, operations manager, and service technician, Mark also has experience working in the entertainment industry. Marks professional experience over the years has provided him with a solid foundation and the tools needed to perform as a service technician at Spinitar. ROLE & RESPONSIBILITIES CERTIFICATIONS & TRAINING - Actively attends AV training and seminars throughout the year. Audio, Visual & Communication Solutions. Since 1986. www.spinitar.com © 2020 Spinitar. All Rights Reserved. References 1- Ray Gonzalez Southern California Edison W: 562-335-8160 Spinitar has been providing and developing AV standards and support for SCE all throughout California since 2011. We’ve implemented AV standards and support within their conference rooms, boardrooms, training rooms, control rooms and classrooms. 2- Jonathan Herndon City of Beverly Hills - Public Works and Transport Office 310-288-2831| jherndon@beverlyhills.org Spinitar has been providing and developing AV standards and support for the City of Beverly Hills since 2011. We’ve implemented AV standards and support within conference rooms, boardrooms, training rooms, and EOC. 3- Michelle Critchlow | Executive Assistant to the Clerk of the Board Santa Clara Valley Water District - Office 408-630-2883 | MCritchlow@valleywater.org Spinitar has been providing staffing services during monthly board meetings, as well as AV support since 2016. Audio, Visual& Communication Solutions. Since1986. Fee Schedule Spinitar is committed to providing reoccurring maintenance services visits to ensure system functionality during meetings. Support Plan – Proper and regular maintenance of your audio, video, and/or communication system is critical. It’s a proven fact that it is much more cost effective to maintain your audio -video equipment on a regular basis than having to repair or replace system components. City of La Quinta – Council Chamber Custom Support Plan details provided below: • Dedicated Success Manager assigned to your account to be sure we are delivering the Spinitar Support Credo …a Quick response from Talented folks who Care about You!™ • Preferred service status o Eight (8) business hours onsite response time for T&M calls. • Instant detailed service reports via e-mail • Principle Period of Support (PPS): M-F 8am-5:00pm • Reoccurring Maintenance Services o Monthly 1st & 3rd Tuesday maintenance visits. • Completing a system check-list for system functionality prior to meetings. • HelpPoint+ o Providing immediate access to a technician for support via video or phone. • On-site consultative Support reviews – Four (4) per year Annual Investment $36,000 All other visits will fall under our Standard Time and Material support rates for the City of La Quinta - Council Chamber Standard Time and Materials Support Rates – Field Service Technician (PPM) $ 135.00/hour (2 hour min) Field Service Technician (Non-PPM) $ 175.00/hour (4 hour min) On-site Trip Charge $ 390.00 min. www.spinitar.com © 2019 Spinitar. All Rights Reserved. Audio, Visual & Communication Solutions. Since 1986. www.spinitar.com © 2020 Spinitar. All Rights Reserved Proposed method to complete the work Service Hours: Monday through Friday, 8:00 a.m. – 5:00 p.m. PST. Telephone: 800.722.6444 (24/7) Email: support@spinitar.com You will receive a personal response to verifying that your message has been received and we are processing your service request within 1 hour. Web: www.spinitar.com. For your convenience, our Website contains additional resources and information to help you address your needs. It is as easy as filling out a request form online. Support Coordinators Your service and support requests will be handled by Support Coordinators Gina Hoskins and Adriana Hernandez. - Gina.Hoskins@spinitar.com | (714) 367-2936 - Adriana.Hernadez@spinitar.com | (714) 367-2935 However, the most effective way to engage Spinitar support is by emailing your request to support@spinitar.com. By doing so, all Spinitar Support Coordinators, Customer Success Managers and the Success Services Manager are aware of your request Steps in service and support process: • The City of La Quinta requests support via phone, email, or website. (email preferred /support@spinitar.com) • Support coordinator obtains description of problem, room availability, phone number for POC and opens a support ticket. • Support Coordinator determines the most effective course of action. • Support Coordinator dispatches technician for onsite or telephone/video technical support. • 8-business hour on-site response, or immediate telephone/video response • Technician completes assigned task and prepares a detailed support call report that is distributed to the City of La Quinta representative, Spinitar Support Coordinators, and the Customer Success Manager. The report includes description of problem reported, work performed, and next steps required. • Support Coordinator follows up with the City of La Quinta representative to close ticket or determine next steps. • Customer Success Manager will perform quarterly business reviews with the on-site contact to review Spinitar’s performance and be certain we are exceeding expectations designated within the SLA. Audio, Visual& Communication Solutions. Since1986. Subcontracting Services At this time, Spinitar will not be using subcontractors for any AV support request. Disclosures Please be advised that Spinitar affirmatively states that there is negative history. www.spinitar.com © 2020 Spinitar. All Rights Reserved.