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UBEO Business ServicesUBEO Business Services Request for Proposal Response September 29, 2023 City of la Quinta City Manager's Office Doug Kinley Response to RFP: Printer/ Copier Lease and Maintenance Services Program 21 Page Contents 1 Cover Letter.............................................................................................................................................................3 ExecutiveSummary....................................................................................................................................................4 CorporateVision.....................................................................................................................................................4 CompanyInformation................................................................................................................................................5 UBEO Qualifications and Experience......................................................................................................................5 CorporateVision.....................................................................................................................................................6 UBEOLeadership and Size......................................................................................................................................6 2 References...............................................................................................................................................................9 3 Complete Pricing List............................................................................................................................................ 10 4 Complementary Services...................................................................................................................................... 12 Enterprise Print Management............................................................................................................................. 12 Faxas a Service.................................................................................................................................................... 13 DocumentManagement..................................................................................................................................... 14 Business Process Optimization............................................................................................................................ 15 5 Staffing and Project Organization......................................................................................................................... 16 6 Subcontracting Services........................................................................................................................................ 19 7 Disclosures............................................................................................................................................................ 19 8 Acknowledgement of Insurance Requirements................................................................................................... 19 UBEOApproach....................................................................................................................................................... 20 CompanyApproach — BTA................................................................................................................................... 20 ClientSatisfaction................................................................................................................................................ 23 IndependentEvaluation...................................................................................................................................... 24 Service Level Agreements (SLA).......................................................................................................................... 25 ServiceApproach................................................................................................................................................. 26 SustainabilityPractices........................................................................................................................................ 28 AccessibilityCompliance..................................................................................................................................... 29 Hardware............................................................................................................................................................. 30 Security— Device Hardening................................................................................................................................ 31 Invoicing.............................................................................................................................................................. 32 ImplementationPlan........................................................................................................................................... 34 Documentation& Training.................................................................................................................................. 37 UBEO Response to the City of Lo Quinto California RFP ubN E S S S E R V I C E S 31 Page 1 Cover Letter Doug Kinley E: technology@laguintaca.gov Dear Doug, UBEO Business Services appreciates the opportunity to participate in the City of La Quinta's Request for Proposal FY202312024 through 2027/2028 Printer copier Lease and Maintenance Services Program. It is our intention in this response to share our extensive history and experience in providing imaging technology, onsite service delivery, and associated solutions to our clients in education. Our success is based on a very specific goal: customer loyalty. We have developed a solid client partnership infrastructure over the past 67 years based on this belief: "UBEO will be the premier provider within our market area offering true 'Business Technology Integration' by constantly seeking the newest, best, and most innovative ideas in hardware and software solutions for our customers." When making the decision on a vendor partner, the City of La Quinta should consider the following: 1. Our organization is made up of top industry experts with a proven track record in the print industry. 2. With our vast experience in state and local government, the City of La Quinta can rely on UBEO as a trusted adviser to help them navigate all areas of business from printing to business processes. 3. We are the largest independent service and print technology company in the United States providing options for the best technology and workflows in the industry, including Xerox, Canon, Ricoh, HP, Open Text, Uniflow, Papercut, and many more. 4. Many government agencies have placed their trust in our ability to deliver best -in -class products, service, and support including the LA County, City of Paramount, Orange County Fire Authority and Victor Valley Union High School District. 5. We are big enough to matter and small enough to care about what is most important to our customers. We believe that the UBEO response will provide the City of La Quinta with the best overall solution. We look forward to discussing our approach in more detail. Please let us know if you have any questions on the components of our response: rwhitlock@ubeo.com UBEO has read and understands the RFP and our Proposal is made in accordance herewith. We acknowledge there was 1 amendment to the RFP. Best Regards, PAW . (UA Richard Whitlock President —West Region P: 530.343.6065 E: rwhilock@ubeo.com UBEO Response to the City of La Quinta California RFP UBEO Business Services 5855 Rickenbacker Rd Commerce, CA 90040 Kerri Schultze P: 415-858-4010 E: kschultze@ubeo.com ub N E S S S E R V I C E S 41 Page Executive Summary Corporate Vision The Corporate Vision for UBEO is that "UBEO will be the premier provider within our market area offering true 'Business Technology Integration' by constantly seeking the newest, best, and most innovative ideas in hardware and software solutions for our customers." Best in Class Service Delivery UBEO's goal is to provide the best customer experience in the industry. Our Service Delivery Teams and Methodology are core to that mission. Our Elite Employee Focus is designed to build a site team of talented professionals capable of providing unrivaled, client focused customer service. As such, our Team Members are well compensated and provided outstanding benefits. This is critical to retaining top talent. Our employees are the reason customers choose us, so we invest in them heavily. UBEO follows a service methodology, to ensure consistent delivery. This approach focuses on key fundamental areas: Service Area Analysis and Design Strategies, Implementation Process, Operational Best Practices, Employee focus, along with Customer Strategy and Collaboration. The UBEO Advantage and Customer Satisfaction Many companies claim that they have great service, but few even have a way to measure it. UBEO has a system that allows us to capture feedback after every service call ...... the Net Promoter Score. The Net Promoter Score (NPS)8 is a straightforward loyalty metric that holds companies and employees accountable for how they treat customers. People, Process, Technology Our corporate philosophy of "Customer First, Employees Second, and Business Third" is what drives our decision-making process. While many organizations in our industry are cutting back on infrastructure, UBEO has continued to expand, hire people, implement ITIL best practices, and invest in technologies, all to best serve our customers. We know that if we take care of our customers and our employees, the business will take care of itself. Operational Excellence UBEO Operational Excellence is our methodology that is the key to our success. It drives the quality, performance, and delivery of each on-site engagement. It is designed to improve the total customer experience by focusing on the client, enhancing performance, fostering bilateral communication, and ultimately driving proactive innovation. Proposed Solution Summary In the following pages, we have detailed the recommended strategies and solutions to exceed THE CITY OF LA QUINTA's goals and objectives. The highlights of our proposal include; ✓ Technology Assessment: Our Business Analyst Division's meticulous assessment process is the 1st step in designing a technology roadmap for our clients. ✓ Award -Winning Production, Multi -Function Devices: We recommend Canon hardware platforms for the City of La Quinta. The primary focus includes reliability, ease of use, wide gamut of workflows, solution integration, and sustainability. UBEO Response to the City of La Quinta California RFP ub oB U S I N E S E R V I C E S 51 Page Company Information UBEO Qualifications and Experience Over the last 67 years, we have developed strong relationships with many government agencies. We support hundreds of departments from cities, counties, special districts, and the State of California. In fact, we have been awarded 3 different state mandatory contracts since 2016 and have another cooperative contract through Shasta Union High School District. This is in addition to our manufacturer partner contracts like NASPO and GSA. Our decades of excellence working in the state / local government space combined with a plethora of solutions, and support infrastructure, are a few reasons why UBEO is the best fit for the City of La Quinta. As we mentioned in our cover letter: we are big enough to matter and small enough to care. the City of La Quinta would be joining an extensive list of satisfied customers, here are a few government entities and global enterprises to note: T-SLn Safe, Healthy, and Attractive UBEO Response to the City of La Quinta California RFP ()f LQ 0��g q�G� I AI td LIFORN�¢'� G I LEAD Creating possible ub N E S S S E R V I C E S 61 Page Corporate Vision The Corporate Vision for the UBEO is that "UBEO will be the premier provider within our market area offering true 'Business Technology Integration' by constantly seeking the newest, best, and most innovative ideas in hardware and software solutions for our customers." This vison shapes our management philosophy which is; loyee 5econ Our next prturhy Is our team - 9trly to O'ea[2 an erMralrlr rld Inst !ekes mre of our team Gecaise our [eerr takes caiaof our wntmx s. As detailed in our Executive Summary, the assessment -based approach UBEO utilizes includes four foundational pillars that comprise the Discovery, Design, Implementation and Ongoing Support phases of the process. These pillars are more than marketing, they define how we engage with every client. As a result of the services we provide, our clients benefit from predictable budgeting, efficient workflows, robust security protection and greener print strategies. This focus on continuous improvement is a key differentiator and one of the many reasons that so many clients have chosen "The U" as their provider. Continuous internal improvement is also a feature of UBEO's culture and strategic investments have been made to boost our ability to capture and make use of analytical data. These tools provide insight into how well we are providing service to our clients, areas where we can improve efficiencies, and are invaluable in helping clients optimize their environments. UBEO Leadership and Size (a) 67 Years in Business (b) 94-1461160 (c) 67 Years in Imaging UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S Richard Whitlock Operations Human Resources Field Admin Sale 41est aeOcn P=_sid=_nt Aftermarket Jahn Barbieri Finance Airny Freierm uth LauLaney Bruce Manl y Brian Murphy eryeFoNr-at'g�cer John Fortino {MyE-1P.agMal Drec[crcf Waf Field Ahnin tP of Sales operation; Tracy Galrn Senior L'P Field Seroic� chle' Fi r.3 nce Officer iunHn aeladcns Certra Reoicn Presic ent Travis Shel6e1d Marketing JeffGalwiL Jim Woolfrey v=orPcq....sq ca .. caurad Karin Neon Melanie West Ronnie Hay LV of St b4c Planring Paul Lee VP Df svppN Chain hike Emanuel 5eniorWof Finance 'p,-tR=xlal7recf= fHunrar. Pirectcr of kmrbretirg East Region Pres dem w of verK& Relaticns iel=i— Year Founded: 1956 # of employees: 1,200+ # of locations in the U.S: 56 Annual Revenue: $400 million (a) 67 Years in Business (b) 94-1461160 (c) 67 Years in Imaging UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 71 UBEO's closest support office for the City of La Quinta: 5855 Rickenbacker Rd Commerce, CA 90040 UBEO Business Services National Stats 1,200 Employees 500 Dedicated Service Staff 30,000 Customers 157K Devices / 3.8 Billion Images 3.51 Hr. Response Time 96% National Uptime 94% Fixes on First Call "Standardization Not Centralization" UBEO Business Services West Stats 400 Employees $125 Million Revenue 150 Dedicated Service Staff 1,350 Devices within 50 -miles of the City of La Quinta —200 Customers with 50+ Devices in Fleet Local decision making (d) Key Personnel. UBEO has many professionals that will support the City of La Quinta, the primary team is below: Kerri Schultze — Project Manager and Major Account Executive — 8 years of experience supporting state and Local Agencies P: 415-858-4010 E: kschultze(@ubeo.com Pete Plasentillo- Service Manager — 30+ years supporting local/national business and Local government/Schools. P: 562-367-5200 E: pplasentillo@ubeo.com Clint Phillips — Vice President — 33 years of service and service leadership P: 805-503-2823 E: cphillips@ubeo.com (e) UBEO West, LLC is a Limited Liability Company (California) (f) Subsidiary of UBEO Midco, LLC UBEO has also invested in the development of industry leading technology support. In 1998 we established UBEO ProlT which specializes in supporting technology solutions for our clients. This expertise allows UBEO to blend a complete suite of best -in -class technology solutions in the following areas; o Multi -Function Devices o Managed Print Services o Wide Format and Specialty Print Solutions o Production Print Solutions o Enterprise Document Management Solutions o Integrated Fax Server Solutions UBEO Response to the City of La Quinta California RFP o Document Imaging and Conversion Services o Print Management and Advanced Scanning Software Solutions o On -Site Managed Services o IT Support and Network Services o Business Process Improvement ub N E S S S E R V I C E S 81 Page Global clients such as Tesla, Coca Cola, OKTA, and Gilead Sciences have also chosen UBEO as their preferred provider for our commitment to Professional Services support. The diagram below shows the current Professional Services team focused on supporting our customers. Erick Miller Chief Information Officer IT Operations MFP Solutions Engineers Phil aeremy Open Hennett Francis PnslEan Document Management I UfNI-1, peters I� Lead Qin Tm Rich Bg G EIikY S eP Wesc EgncH Ion7on Randall Engineer Ken Moskal Herman Mercatla WiEliams En Ineer TechnEc�n E sneer E meer En sneer OPEN MFP Solutions Technicians !aIohHLisandra Paul H SoluITPraect Mgr gdmin Mgr �! Jr Qallas 7 Project Ke€y L Softwe1 pqIIps Mgr (OP-) Renewal MFP Solutions Engineers Phil aeremy Open Hennett Francis PnslEan Document Management I UfNI-1, peters I� Lead Qin Tm Rich Bg G EIikY S eP Wesc EgncH Ion7on Randall Engineer Ken Moskal Herman Mercatla WiEliams En Ineer TechnEc�n E sneer E meer En sneer OPEN MFP Solutions Technicians BrPan H Nick DiadiW Hrennan 6rlanGakey Brandanp Tlm.7udish Qis atch Miller QeCam UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S Qfspffich 1 ❑ spatch 2 ❑ spffich 3 ❑ spatch 4 BrPan H Nick DiadiW Hrennan 6rlanGakey Brandanp Tlm.7udish Qis atch Miller QeCam UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 91 Page 2 References We support over 500 local government agencies, below are a few. Additional information can be provided upon request. City of Paramount 16400 Colorado Ave Paramount, CA 90723 Pauline Aguayo 562.220.2000 paguayo@paramountcity.com Q2 of 2023 we installed 42 Canons & HPs. Los Angeles County 210 West Temple St Suite 19-513 CSF, Los Angeles, CA 90012 Contact: Albert Lew T: Information Technology Manager/ Deputy CIO LA County Public Defender P: 323.282.2040 E: alew@pubdef.lacounty.gov In Q3 of 2020 we were awarded the RFP for Los Angeles County and have implemented roughly 1,000 devices with advanced scanning features. Victor Valley Union High School District 16350 Mojave Dr Victorville, CA 92395 Dave Bertelsen, CIO 760.955.3200 dbertelsen@vvuhsd.org In Q1 of 2023 we installed 70 Canon MFDs with hosted print management. UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 101 Page 3 Complete Pricing List Canon imageRUNNER ADVANCE DX C5840i Canon DX C5840 Datasheet ® Specifications: DX C5840i Main Frame ✓ 40 -ppm CLR MFD i ✓ 200 -Sheet SPDADF Inner Finisher -1-1 ✓ 270/135ipm Scan Speed "' ✓ 1,200 -Sheet Paper Capacity Surge Protector ✓ 50 -Sheet Internal Finisher — ✓ 10.1" User Interface Dimensions: (W x D x H): 27.95" x 29.17" x 46.77" 60 Month Municipal Lease Payment $79.54/Mo (per device as configured) Canon imageRUNNER ADVANCE DX C5860i Canon DX C5860 Datasheet ® Specifications: ✓ 60 -ppm CLR MFD l ✓ 200 -Sheet SPDADF ✓ 270/135ipm Scan Speed ✓ 1,200 -Sheet Paper Capacity ✓ 50 -Sheet Internal Finisher ✓ 10.1" User Interface �� .a -.- . Dimensions: (W x D x H): 27.95" x 29.17" x 46.77" 60 Month Municipal Lease Payment $95.55/Mo (per device as configured) HP Managed E47528f dllllm�ffift- "' --.Moak. Specifications: r ✓ 28 -ppm CLR MFD ✓ 300-5heet Paper Capacity ✓ 3.5" User Interface Dimensions: (W x D x H): 16.35" x 18.58" x 15.74" 60 Month Municipal Lease Payment $17.91/Mo (per device as configured) Configuration: ✓ DX C5840i Main Frame ✓ Cabinet Type -V ✓ Inner Finisher -1-1 ✓ Inner 2/3 Hole Puncher -D1 ✓ Surge Protector ✓ Toner (All Colors) Power Requirements: 110V/8.5A NEMA 5-15P Configuration: ✓ DX C5840i Main Frame ✓ Cabinet Type -V ✓ Inner Finisher -1-1 ✓ Inner 2/3 Hole Puncher -D1 ✓ Surge Protector ✓ Toner (All Colors) Power Requirements: ■' 110V/8.5A NEMA 5-15P Configuration: ✓ E47528f Main Frame ✓ Toner (All Colors) Power Requirements: ,• 110V/7.5A NEMA 5-15P Plotter Replacement: We have been awarded the State of California Statewide Contract 1-23-70-04C Wide - Format Printers. We can offer the HP T1600 (36") and HP Z6 Pro (64"). We recommend further discovery around needs and requirements with key operators to make final recommendations and provide pricing. UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 111 Page Maintenance Agreement Includes all parts, toner, labor, service calls, staples, Web Portal, and UDCA. Excludes paper. Master agreement can be setup with a base allowance or no minimum (billed in arrears) No minimum blended rates for entire fleet: BW Rate = $0.0045 per BW image CLR Rate = $0.05 per CLR image UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 121 Page 4 Complementary Services Enterprise Print Management Perfectly aligned with our hardware agnostic perspective, is our software solution approach. UBEO is a reseller of 3 premier print management systems: uniFLOW, PaperCut, and Infinity Cloud. As we do with all engagements, we first seek ton'F� understand our customer's initiatives and environment, then recommend the appropriate application. Over the years of working with enterprises like Tesla, OKTA, o n I I '-7 and Gilead Sciences, we have found we best serve our customers when leading with solutions allowing the hardware to follow. PaperCut EL MF All 3 solutions deliver the following: ✓ User Management: Active Directory Sync ✓ User Authentication: Print device login via badge, pin, or AD �Ir.�� ✓ Scan to Self -Email: Quick one -touch scanning, no address book required p ✓ Scan to Cloud Services: Scan directly to your Google Drive, OneDrive, etc. using token -based authentication ✓ Secure -Follow -Me -Print: Secure print release at any enabled print device ✓ Fax Server Integration: User can send fax transmissions at any enabled device without the need for fax boards or POTS lines ✓ Reporting: Access usage logs from print devices by user, printer, etc. ✓ Centralized Management: Single pane of glass device management uniFLOW Online —100% hosted SaaS model allowing our customers to eliminate all print servers. It also boasts the industry's best security, tracking, monitoring, chargeback, BYOD, and print driver management. Many districts enjoy a mix of the subscription and free version. Recommended hardware is Canon; however, it can manage deployment of all device brands. PaperCut — From simple print job tracking and monitoring, to easy BYOD printing, to advanced print security. Track, chargeback, and manage print, copy, and scan. Works across all device brands. Infinity Cloud — also 100% hosted SaaS model allowing our customers to eliminate all print servers. Great security, BYOD, and excellent self-service print driver management. Limited copy tracking. UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 131 Page Fax as a Service If the City of La Quinta has not completed converted their faxing into its CISCO VoIP system, we would recommend either doing so or our FaaS platform. This solution gives the City of La Quinta staff the ability to securely fax from their workstations, email, business applications, mobile devices, or multi -function devices (MFDs), integrating with and streamlining workflows across the organization. Cover sheets are automatically generated, and confirmation pages are emailed directly to the end user. It helps reduce compliance risks from regulations like HIPAA, GDPR, FERPA, and SOX. It also reduces 65% of current expenses from traditional analog POTS lines. Challenges with Analog Faxing o Requires a fax machine or fax board in every MFD faxing is required o Requires analog fax lines o Fixed location, users must walk to the physical device to fax o Busy signals, one fax at a time o Security risks (HIPPA, PHI, Student Records, HR, etc.) xMedius Fax Server Benefits o Does not require a fax machine or board o Allow you cancel your analog lines o Fax from any MFD o Securely fax from your email & mobile device o Dynamic cover sheets Cui rent Estimated Expense -Fax Line Charges Only M OF FAX LINES fAX UNE COST TOTAL MONTHLY CHARGES 5 $50.00 = $250.00 xMedius Cloud Expenses {Estimated Based on Usagej MONTHLY PAGES COST PER PAGE MONTHLY USAGE COSTS 385 $0.075 S $28.88 N OF FAX NUMBERS COST PER NUMBER PAONTH LY NUMBER TOTAL 5 $10.00 $50.00 CURRENT SPEND XMEDIUS SPEND SAVINGS OVER 60 MONTHS $15.000.00 $6.057.50 $8,942.50 UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 141 Page Document Management Manual management of documents consumes a lot of valuable time that could be otherwise spent on more meaningful activities. Our professional services team has developed many processes to improve the way the City of La Quinta operates. Some of these include: • Autofile Assistant: o Organize and file documents instantly o Securely store documents in one digital repository for easy search and retrieval o Apply the appropriate record retention schedules to different document types • Streamline Critical Business Processes: o Human Resources - automate employee onboarding and recruiting through the capture, approval, and routing of forms and information i. New Employee — online form used to enter general information about the new hire. The form will be used to kick off the new hire paperwork distribution process. ii. New Hire Packet — online form(s) will be used by the new hire to enter information that is relevant to the new hire packet. iii. Workflows — as the new hire process advances, new forms and business processes will be automatically generated: 1. Notice of Employment Form 2. Email to new hire containing a link to fill out appropriate packet 3. Mandatory testing requirements (Live Scan, TB, etc.) 4. Employee # assignment o Accounts Payable and Receivable— digitize and streamline A/P and A/R processes from purchase orders to vendor payments and invoicing i. Automatically capture information 1. Vendor ID, Name, Address, etc. 2. PO Number, Amount, Comments 3. Bulk scan/upload/import of different document types 4. Replace tedious data entry with much simpler data validation ii. Document Linking 1. Search and retrieval for associated documents simplified a. Invoices, POs, Checks, etc., all instantly located in milliseconds of a single search iii. Integration into Line of Business Applications 1. Document links reach from core system to our Document Management system We look forward to helping the City of La Quinta improve on any or all your required processes. UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 151 Page Business Process Optimization Conversion Services UBEO provides services to convert hardcopy files stored onsite in filing cabinets and bankers' boxes stored offsite in expensive 3rd party facilities. Paper and other media types (Microfilm/fiche, books, binders, lab books...) into digital files. These files are then stored on your network and/or imported into a document management solution as described above. By converting to digital, organizations can retain the information indefinitely and securely on their network (or hosted) environment. This will protect your critical business files/data from theft, water, or fire damage. In addition, by converting to digital, you can improve office space as well as have efficient means of locating, searching the contents and parsing files for customer service or unique requirements. UBEO will work with you to understand your project. Divisions, current file structure, naming conventions and how files are stored today. From there we prepare a conversion scope of work and project estimate based on the work required, volumes and state of files. Weekly Project Updates customized for your project to include graphs, PO Tracking, Divisions, Pick up's and more! Example below: Propct Phase Received Prepped Scanned QA'd Indexrrng d PDF Creation Delivered to TUD Files mages Stalus Eng:neerong 31 31 31 31 31 ; 7 7 56.324 Digllally DelivereWCompleted Admin 42 42 42 42 42 42 1.045 84.228 Digilally OetNere&Completed Boxes 74.89 16 16 16 16 16 15 433 34.652 04gltally DeNeredlCompleted Boxes 9o-100 S 151.185 46 45 46 46 46 45 407 78 689 Digtlally OeWereOCvmpleted UBEO follows best practices and recommends box/file level digital manifest for box contents. Some projects require a more detailed Manifest (Medical, Student, HR, Client) Records and some less detailed (Vendor, GL Binders, Year End statements, etc.). UBEO services include: o Project manager to recommend a box catalog/manifest o UBEO barcoded box labels o Chain of custody document for pick up with specific box count & contents (based on manifest) o Secure pick-up of documents o General document preparation: remove staples, clips, move sticky notes, unfold edges... o Document scanning to replicate the paper files based on business rules in Scope of work o Optional OCR (Optical Character Recognition) conversion on the images (provides searchable text on images). This will enable staff to search for words within multipage PDF images o QC process: Scanner monitors for double feeds & poor -quality scans. They remove blank pages, ensure readability and overall accuracy. Index QC: documents are indexed per SOW and visually inspected. Quality levels are tracked by team members. QC from export — Number of files provided in manifest; number of files exported. If additional were found and not on manifest, we will add. We will also notify clients if files are not found during scan process that are listed on manifest. o Image naming - based on agreed upon SOW Pricing for complementary services varies based on requirements, configuration, and scope or work. UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 161 Page 5 Staffing and Project Organization Below is a snip of our implementation and work plan including resources from UBEO and the City. td)eet 4 searth File Automation Forms Connections D City Of La Quinta Implementation Plan * ® Grid view • Q filter Arial a B I U Pa bb . A • _ -a c!2 'F ® LP F7 a o0 Health Task Name ourarlm Stan End Date Pre... UK'nr Resource City % status Date Resource Compteee �7 ".M.tAYrard o.1d lWoel$0 TWOU21 0% rinds Assessm"t r solution Design r Hardware Purchase 470 10011M 1211►.12a 014 • anplerrtenlnoen Planning 10.01d 1W1e02a 111]91x0 0% • Solution Contig oration {If lmplemenledl M0050 11r1a+3a TZ17l2a 014 • Change Management 2111Sada 11rM2a IZM2.3 V, • CallYaly Schedule lad 11 IS= $2004= 0y. • OaPluymeat 1026d ="3 MOB,= 0% • Ongoing SaPPdR Phafe R Pr9JeCS Ofosan Pd 1P10512a 1LW4a 0% There are 7 primary phases to the project: 1. Initial Kick -Off (Needs Assessment / Solution Design / Hardware Purchase): Contract award will be the trigger for this phase. UBEO will schedule a meeting(s) with the City of La Quinta to schedule the needs assessment. Once discovery is completed and findings and recommendations documented, we will review the hardware and software solutions and configuration with the City of La Quinta stakeholders for validation. We will make any necessary modifications, then have another meeting to finalize the recommendation. Other milestones include placing the order for the solution and receiving the hardware from the manufacturer into our local warehouse for setup. Based on current product availability we anticipate receipt of new hardware within 3-4 weeks from purchase. 2. Implementation Planning: Preparation is key for a successful deployment. This phase starts with assembling the UBEO teams* and our initial project kick-off meeting. It includes our Standard Operating Procedures of our Project Management Plan (PMP, deliverable), shared MFP list (deliverable), and sharing best practices. It ends with creating the replacement strategy and starting the deployment checklist (deliverable). 3. Solution Configuration: The primary focus of this phase is on the software solutions. This includes implementation of the solutions the City of La Quinta departments chose (Online or on -premises), networking methodology, pilot MFD(s) deployment, configuration, and testing. It ends with completion of the replacement strategy and deployment checklist and exporting the image file from the pilot MFD(s) to import into the rest of the fleet for automated and accurate device setup. MFD acceptance starts with our needs assessment process. As the experts, we will make the appropriate recommendations then verify with the City of La Quinta stakeholders. After successful configuration of the pilot MFD, our setup technicians in our Chico warehouse will be given the export of the image file. After they build the MFDs with the correct accessories/components, they will verify the current firmware version and import the image file. The image file contains all the pilot MFD settings, including device hardening, network protocols, user interface settings and function layout. UBEO Response to the City of La Quinta California RFP ubN E S S S E R V I C E S 171 Page Once setup is complete, each device is shrink-wrapped with a specific color wrap, packing list, and department/location, indicating exactly when and where it is to be delivered by UBEO's Logistics Team.*. On delivery day, our logistics team will arrive at the department with the pre -built MFD(s). Will follow our deployment checklist for legacy MFD removal, including final meter and HDD sanitization plan, then replace the old with the new. The legacy device(s) will be removed from the district if that is considered part of the service provided by UBEO. Again, following the deployment checklist, the onsite logistics team will get the new MFD on the network, verify IP and/or MAC address, then communicate that to the appropriate parties for network installation and solution configuration. Communication can include email, text, phone call, Microsoft Teams, etc. Once completed (estimated 15 minutes per device), the onsite team tests functionality per the checklist. Next, we will review the packing list (certificate of installation and acceptance) with our the City of La Quinta location contact and have it signed -off on. Finally, we will conduct in-person training (if desired by THE CITY OF LA QUINTA). Our trucks have liftgates, so there is no requirement for loading docks, lifts, etc. 4. Change Management: Communication is also key to a great relationship. Creating excitement for innovative technologies prior to installation has worked extremely well with our customers. We will work with the City of La Quinta to create both communication and training programs that best suit their end users. This typically consists of emails, videos, web -based training sessions, in-person training sessions, and documentation (both electronic and printed). Using our pilot MFD methodology works for device configurations and sandbox testing and is used for initial training sessions and videos before delivery. This way, end users are familiar with the solution before using it. Of course, we chose to stay with the same MFD platform thus the learning curve will be minimal. 5. Delivery Schedule: Create and confirm/approve the date(s)/time(s) for the fleet delivery. 6. Deployment: Once steps 1-5 are complete, we will be ready for delivery and removal of current devices. Although we have delivered 50 MFDs per day at another local government agency and can do so at THE CITY OF LA QUINTA, we expect delivery and installation of 10 devices per day (on average), for a total fleet refresh in 18 business days. However, this may change based on the City of La Quinta requirements. *We do not use a 3' party for any portion of our implementation. We use our own project managers, network/solution engineers, field service technicians, setup technicians, logistics/delivery teams, and delivery trucks. 7. Project Closure: After the entire solution has been implemented and the City of La Quinta is satisfied with the deployment, we will have a final closeout meeting. The project ticket is closed, and we transfer into post -implementation support. This includes quarterly business reviews and discussions on any other areas that UBEO may be able to help the City of La Quinta. Our quality assurance implementation methodology integrates multiple fail -safes to ensure operational excellence in our execution. ➢ QA Step 1: Needs assessment process for appropriate solution (customer validation) ➢ QA Step 2: Implementation planning for collaboration, best practices, and agreed upon Project Management Plan ➢ QA Step 3: Shared Deliverable: All necessary personnel with have 24/7 access to the Master MFP List (single source of truth) for real time updates and information sharing UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 181 Page ➢ QA Step 4: Deployment Checklist: All UBEO personnel will follow 1 detailed document with each step to ensure accuracy and standardization ➢ QA Step 5: Pilot MFD will be installed and used for sand box testing, device hardening, and export of device image to be imported into the rest of the MFDs at our local warehouse, so that all devices have the same exact configuration ➢ QA Step 6: Each location will have a packing list (Certificate of Installation and Acceptance) with all of the MFDs and their components, including serial numbers and equipment IDs, along with pickups for review ➢ QA Step 7: Implementation dashboard for executive level 24/7 real-time milestone reporting ➢ QA Step 8: Project Closure: Final meeting and documentation includes the collection of all signed packing lists (Certificate of Installation and Acceptance) for each department and location, 'Letter of Completion', 'System Acceptance/Project Closure Form', and 'Post - Implementation Client Survey Form' (hardcopy or online scorecard) ➢ QA Step 9: Enter post -implementation support which includes service, supplies, and quarterly business reviews UBEO will provide all necessary support from analysis to training with a deployment schedule that fits the requirements of the RFP & the City of La Quinta staff. UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 191 Page 6 Subcontracting Services UBEO will not be using contractors for any part of this project. 7 Disclosures There is no negative history to disclose. 8 Acknowledgement of Insurance Requirements If selected, UBEO will provide the minimum insurance coverage and indemnification noted in Exhibits E and F, respectively, of the City's Agreement for Contract Services included as Attachment 1. UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 201 Page UBEO Approach Company Approach — BTA UBEO looks to be a trusted advisor to all our customers. Through our Business Technology Assessment approach and relationship management model, we are 100% confident we can become one of THE CITY OF LA QUINTA's premier partners. Our standard Business Technology Assessment (BTA) methodology: A UBEO solution begins with a thorough understanding of the customer's business. We listen to the challenges and objectives, and then provide and implement the tools and resources that best serve the customers' needs. UBEO is a single -source provider of innovative technology and value-added services. At UBEO, partnering with customers to assess needs, costs, processes, and expectations is a critical part of developing an effective strategy. At the heart of each customer engagement is our Relationship Management Model. We have designed our assessment process around doing what is best for our customers. We believe the foundation of a long-term business partnership is communication and integrity. The more we know about our customers the better we can serve our customers. Once we have established an understanding of what keeps our customers up at night and how their business is run today, we can create a Technology Roadmap, a blueprint to our customer's success. This roadmap will have milestones for short-term and long-term goals each tied to what matters most to that specific customer. Assessment Process The first step in our Business Technology Assessment (BTA) is our Scope of Assessment (SOA) meeting and document review. The goal of this meeting is to capture our customer's care abouts, define the areas of business to be included in the study, review what is needed to conduct the study, and identify the team and our engagement process. The SOA is our project charter; once signed off on by both parties, our Business Analyst Manager assigns the analyst(s) and schedules the work to be completed. The second step in our BTA is the Discovery phase. This is where our analyst team performs all of the necessary tasks to gain a full understanding of our customer's current state. The processes and tools we use to accomplish this are: 1. DCA (Data Collection Agent) — gathers printer -related data 2. Master inventory list — current device list 3. Surveys and interviews—we use a combination of online surveys/questionnaires and in-person/web- based interviews to capture the "Voice of the Customer" 4. Floor plans — for device mapping and plotting (Might be out of scope for THE CITY OF LA QUINTA) S. Onsite visit — inventory and device collection/mapping and workflow evaluation 6. Print ticket histories — what does support look like today? (Might be out of scope for THE CITY OF LA QUINTA) 7. Current contract(s) evaluation —financial obligations (Might be out of scope for THE CITY OF LA QUINTA) Once our analyst team completes the tasks above, they begin their data and documentation process. 3 primary deliverables from this portion of the assessment are: 1. Master inventory list 2. Current state device maps (sample below) 3. Findings and Recommendations UBEO Response to the City of La Quinta California RFP ubN E S S S E R V I C E S 211 Page FF36.`�"��." 32'.i. �i�■.. F37� 35 f:i4 1 F33� 31 30 • lam` 1• `28� ,� 2� ; �� 1. y _ r• VIII_ L u, ]2 �� _ 1 `58x59 62 • •65 X66 /1 2, 56 5] 1``` 61 J 79 7] 74 M gi©-1s� 1�671��14- „ ■��23J I�I 145" nbsauG SiT52' � J � �• ®�■® 79 11; 851 ®�R9�® 91 ®1,rat 1 , 2• 3 9 ,' II`e�lll�?� a z After the analyst team fully documents our customer's current state, we transition into the third step in our BTA: Design. Our team sets up strategy meetings to discuss which technologies, solutions, and best practices are to be recommended. This is also where we engage our specialists: ProlT, Production, Business Process Optimization Team, etc. as necessary. We work together to document our initial recommendation. The fourth step in our customer data validation meeting. We review the FRD with customer stakeholders to ensure accuracy of the data collected and that the initial recommendation is aligned with their goals. More often than not, solution demonstrations are scheduled as a result of this meeting. The last step of the BTA is to finalize the FRD with a full recommendation including the financial analysis to present to the customer. Post Assessment Activity After completion of the BTA and our customer is looking to move forward with the agreed upon solution, we move into our Planning phase. We develop the technology roadmap, change management plan, implementation plan, and statement of work. Once we finalize our plan, we enter the Implementation phase. We execute on the agreed upon technologies, solutions, and services. Once we have reached project closeout, we then transition to our post support phase. This includes change management, training, technical support, and scheduling future business reviews. UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 221 Page Communication: Using a Project Communication Schedule we detail the method, recipients and frequency of project plan updates and issue a resolution. The typical cadence of status meetings is weekly or bi-weekly. We manage our assessment projects like we do our implementation plans using Smartsheet work management platform with a shared dashboard for customer visibility into the progress of the project. Conclusion: UBEO's customer first vision has led us to invest in a layer of service and support that most of our competitors do not have — business analysts. Our best -in -class Business Technology Assessment that our analyst team conducts is our primary customer relationship management strategy as it paves a seamless new customer onboarding path and establishes our ongoing support model. The end result is Operation Excellence and Customer Satisfaction. ' f Scope of Findings & Scope of Work Assessment Recommendatio (SOW) (SOA) ns (FRD) Implementation Due diligence V Identify Plan Ii utt +� Understand customer goals and objectives Understand current environment so ons a meet customer needs Identify process & technologies to meet requirements Develop a build plan Change Management UBEO Response to the City of La Quinta California RFP UBEO Operations +r Site Procedures Guide (SPG) +� Delivery of the solution Maintain timeframe and budget Meet and exceed expectations Ongoing training & analysis Program support system maintenance f Account & Relationship Management (Mo., Qtr., Annual Business Reviews) ub a B U S I N E S S S E R V I C E S 231 Page Client Satisfaction At UBEO, we measure our success by one standard: TOTAL CUSTOMER SATISFACTION. Every one of our employees is committed to ensuring that this is not just a marketing slogan but part of our everyday company culture. As part of the above commitment, we are pleased to extend to all our customers who purchase a new or reconditioned product from us the following Performance Guarantee: At the UBEO, we measure our success by one standard: TOTAL CUSTOMER SATISFACTION. Every one of our employees is committed to ensuring that this is not just a marketing slogan but part of our everyday company culture. As part of the above commitment, we are pleased to extend to all of our customers who purchase a new or reconditioned product from us the following Performance Guarantee. If at any time and for a period of up to 5 years from the date of purchase of any copier equipment from UBEO, and as long as the unit is continually covered under an UBEO Maintenance Agreement, we will at your request and for cause, replace the machine in question with another one of the same of similar model, age or newer and meter at absolutely no cost to you. As described in the Executive Summary, UBEO has also invested in several tools to help measure and deliver customer satisfaction. The use of surveys to gauge customer satisfaction is a standard practice at UBEO. Over the past decade, we have been asking our current customer base for feedback on how we perform with respect to the servicing of the devices. We have extensive experience in creating and distributing surveys. Here is a recap of the surveys sent out and the tools we use to analyze the data. UBEO creates the content for the survey and works with a Nationally recognized company (Net Promoter) to collect and analyze the data based on the criteria set by us. Monthly, we receive an analysis and also a comparison with other organizations that Net Promoter manages: UBEO Response to the City of La Quinta California RFP NPV Leadai5 N. America 2421 Gampany Nps S dUthwev 71 Ritz Carlton 70 USAA ss H -E -B �+ 65 Cricket Wiraless cricket 54 Apple 51 7�S mama pLenarcvm n}' bo..F..ix SfaOcvns ub o B U S I N E S S S E R V I C E S 241 Page You will notice in the briefcase graphic that we sent out 23,159 surveys in 2022. Our satisfaction rate in July was 95.24 and our YTD satisfaction rating last year was 87.59. In the next graphic, you will see that UBEO rates better than some of the most respected companies in the world. Anytime that there are scores below an 8 on a 1 to 10 scale, UBEO management (sales and service) gets an alert. It is policy that a client gets a call to review the survey to ensure that we understand what happened and how to better support that client (and all clients) in the future. UBEO takes these responses very seriously. Independent Evaluation In 2008, the Office Imaging industry's benchmarking coauthors and execution experts, PROs Elite, began the process of identifying the top independent Office Imaging Dealers in the 100 major market segments in the United States, and select international markets, based on PROs Elite benchmarking model. As an Independent third -party expert, Pros is biased only to ensure that Office Imaging Customers can use our expertise to select the finest Office Imaging Solutions provider anywhere in the United States and select international markets. The Independent Dealer, who in these industry experts' opinion, benchmarked the best in any market, extended the chance to be selected for certification to the PROs Elite 100. The PROs Elite 100 certification process demanded that the selected dealer, participate in rigorous training, execute specific action plans, achieve the PROs benchmarks, and allow themselves to be audited on an ongoing basis for performance against over 100 critical benchmarks. Certification will have to be earned every year. Dealers who achieved this certification, in the opinion of PROs, are the best servicing dealers in the United States. UBEO is a recognized Pros Elite 100 Dealer. This industry leading certification begins with an in-depth assessment of operations based on a series of benchmarks as listed below; o The Dealer committed to executing the action plan and achieved the customer benchmarks. o The Dealer committed to training their Service Management in Advanced Service Management skills. o The Dealer trained their Executive team in Client -driven leadership and strategic planning skills. o The Dealer trained their whole organization in Elite Customer Relations Management skills. o The Dealer taught their Sales Reps how to develop customer solutions based on this certification. o The Dealer committed to having their Service results audited by the PROs Elite team. o The Dealer committed to ongoing coaching in the tactics to ensure their audited customer results remain at or above the PROs standards. o The Dealer annually attends roundtable discussions with other PROs Elite 100 dealers to develop technologies and solutions that resolve strategic issues facing the office imaging customer. o The Dealer will earn certification annually to ensure that their customers' ongoing experience is consistent with the services offered by PROs Elite 100 dealers throughout the United States and select international markets. In addition to the Pros Elite 100 certification, many of the products and services UBEO supports have also been independently reviewed and awarded for their performance and quality. Canon's status as the Buyers Lab MFP Line of the Year award for five of the last seven years is one of the reasons, we have led with this product line in our response. HP also received the 2023 A3 Line of the Year Award from Buyers Laboratory. UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 251 Page Service Level Agreements (SLA) Just as UBEO has invested in resources and tools to measure customer satisfaction, we have also made significant investments in monitoring and reporting tools to ensure that we are honoring the commitments made in our SLA's. One such tool is the Suspect Service Call Escalation Report that is an automated report generated when certain thresholds such as 3 service calls within a 30 -day period or other parameters are triggered. Another tool to monitor performance is Response Time by Customer Report, which is a report generated for a customer by site that details the response time for labor time on site, response time, and the resolution time which tracks the entire call from when it was placed to complete resolution of the service issue. 85.71% FIrp QP11 E4sWWft%tGI4M 9911% VO4hinp AYMM U-4 o Fleet population and trends iKWa"i#-ee6 o Service calls Uptime o Print migration cost o SLA results o Device utilization M 9154 4rir PX W -KY4. l Or Smarm . d UpMn7 rz device (if applicable) .. hmhf`g—P YOM 61 76r o Changes w r* 4WAn i ay P*'R you wkmWA - HnF4 � UP 26 i0a.00 'r6M'Zs m. Ah �i11�911��ll�ailiaal In the case of Uptime, it is a measure of system reliability, expressed as the percentage of time a machine, in this case an MFD, has been working and available. Uptime is calculated by the total working hours in each period (typically monthly or quarterly) divided by the total hours of downtime. Downtime is the sum of both response time and repair hours. For instance, assuming a work month consists of 22, 8 -hour working days, we have 176 working hours. If an MFD is down for —31 minutes, .53 / 176 = .003 or .3% - 100% = 99.7% uptime. As a critical component of the Service Level Agreements, the Customer Account Review is an opportunity to review KPI's and ensure that any issue which may come up is quickly resolved. Our MPS+ monthly reporting consists of: o Copy Center requests o BW and CLR usage trends o Mail and test delivery metrics o Fleet population and trends o BW/CLR usage cost by device o Service calls Uptime o Print migration cost o SLA results o Device utilization o IMACD o Savings from duplex printing o Installs o User, department/cost center, o Moves device (if applicable) o Adds o Total cost o Changes o Fleet Statistics o Disposals UBEO Response to the City of La Quinta California RFP o CAD (Commitment Action Document) o Open projects o Status o Next steps o Future projects o Any relevant topics to be discussed ub o B U S I N E S S S E R V I C E S 261 Page Service Approach Problem Management: To support our relationship management model and Total Customer Satisfaction methodology, UBEO employees Master Technicians. These highly skilled and tenured experts are all manufacturer trained and certified. The goal is to provide clients with the highest uptime percentage possible. This is achieved in several ways. First, UBEO only uses OEM parts and supplies to ensure that the unit has the best available components and full manufacturer troubleshooting support. Second, UBEO has a metered approach to Preventative Maintenance. All systems that do not need service in a 6 -month period will be scheduled for a PM (Preventative Maintenance). Proactively visiting the system prior to any issues will increase the uptime and images between service calls. PMs are scheduled when the technician is close by so as not to take them too far out of their normal call routes. Lastly, and most importantly, is the Total Call approach for the technicians. Anytime a technician visits a device, they fix the problem then perform a PM call as well. It is far better to diagnose and fix a problem before it turns into downtime and travel time for the technician. UBEO would rather replace a part before it fails or when it reaches 80% of its yield, than to spend 2 to 3 hours round trip to fix that issue that may pop up 30 to 45 days later. All these factors have proven to provide a better solution for UBEO clients. All problems and fixed data are collected and used to develop a trend analysis. Any recurring issues or trends that develop based on a lack of unit performance will be discussed with THE CITY OF LA QUINTA. Collectively, a resolution will be agreed upon. Uptime is the most crucial factor. Support Contact Toll -Free Phone: Clients can call the UBEO service dispatch department directly to place a service request. UBEO does not use an automated, unattended phone tree system. Only live operators will take the request. Furthermore, our tier 1 and 2 phone support can remediate many issues over the phone remotely, which enhances our customer experience model. Email: The customer enters the UBEO service and supplies address unit tag number and issue. The sender information will also be logged for follow-up communication. UBEO Web Portal: Every department can have their own customized web portal to log a service request. Once set up, the user will have a passcode that will bring them to a dashboard that will have their contact information already uploaded. Each department will be able to see their fleet and have access to usage and service history. When support is required, all that is needed is the UBEO unit tag number and the issue to be resolved. Online Web Portal: Is one of the most appreciated services that UBEO provides clients. Users can log into a secure web portal to access information on their account, view billing, request service and supplies and view usage by machine. The UBEO customer web portal is the preferred method of managing the unit. All critical device information is available 24/7 and updated real-time. Many important data -points can be accessed remotely from the web portal: 12 -month service history with comments, device usage, and location. UBEO will fully train all clients on how to log in and see only the units in their facility. UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 271 Page Service Call Communication Once the service call is logged by any of the methods above, UBEO support protocol takes over. First, the contact associated with the unit (or the person initiating the call) will receive a confirmation email. Recapping the issue and logging the time and issue. Email Confirmation Service Dispatched You will notice that key metrics are included on this service request email confirmation. A time and date stamp are provided for tracking purposes. Once a service call is completed and the call is closed, a similar email is sent with the resolution information and time stamp. This detail will be available on the Web Portal and in the service history. The technician assigned to that asset will receive an alert on their smart phone containing all the information included in the above alert. The tech is required to call the contact within one-hour to provide an ETA to be onsite at the unit. Less than 4 hours is the target. Once tech arrives at the unit, the issue will be repaired. Before the tech leaves, they will perform a clean and check of all the components of the system. The goal is to make sure that parts with specific yields are reviewed. If the threshold is pending soon, the tech is instructed to replace ahead of failure. Having to return to the same unit days or weeks later can be avoided. Replacing a part early can save downtime for the client and expense for the service department. A win-win. Service Escalation: the City of La Quinta can escalate any questions or issues directly to the assigned service manager. UBEO receives full support from the manufacturer due to the commitment to only use original manufacture equipment (OEM) parts and supplies. No third -party components are used that will cause the manufacturer to point a finger in another direction and delay the fix. With aggressive uptime requirements and sizable penalties, the extra expense for all OEM is worth the investment. UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 281 Page Remote Monitoring Every MFD will be monitored and have proactive communication capabilities. The units provide data that will assist in lifecycle management with n m 111til., fg"I$°a"° °"' 20 information that will help the technician with parts needed to repair the unit [anon even before they arrive. The technicians usually have all the parts required to maintain 98% uptime. This is an illustration of the consumable part yields vee •. ,-0, En AlivnJeri remaining. Technicians take this data and can C.U determine which parts to replace prior to .Week •B / 15 26 arrival. The images on each side are from the E...•, "I� technician's smart phone looking into an MFD's consumable parts log. This is done "•"a"" ,,„ remotely and prior to arriving on-site. Tech will have visibility to current yields of parts Ywk94l 5f f2 and can bring replacements for the E "' "Iw'•' components that are getting close to hitting Error= their yield. _ These tools allow our technicians to schedule necessary calls as the devices require them. This is much more efficient than the previously used preventative maintenance (PM) scheduling model. Sustainability Practices We partner with manufacturer's that share a Green Earth Vision. UBEO has adopted and is guided by the philosophy of Kyosei — living and working together for the common good. The products that are offered in this response are manufactured using methods that have sustainability in mind and UBEO will be supporting the recycling of the products and supplies used in the support of this contract. We are a sustainability focused organization. Our commitment to the environment is both internal and external. Internal meaning that our business model is very green and external in that our relationship with our provides needs to have a major focus on sustainability. Here are some of the sustainability elements to UBEO. UBEO has a mission for preserving our environment. The manufacturers that provide products to UBEO have well established programs that limit waste in the building of the imaging systems and well as recycling programs for the supply fulfillment side of the product lifecycle. We believe that we are responsible to the communities and the environment in which we live and work. As part of our philosophy, we have implemented long-term and eco -friendly initiatives and practices throughout the company and in our daily operations. Environmentally friendly actions don't have to be large to have an impact. Consistently reducing the amount of energy, water, and paper our departments use in their daily operation can make a huge difference, both to the environment and to our pocketbooks. How much paper would you save over the course of a year, for instance, if you always ran double -sided copies? A small thing - but a big result! UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 4 i "tips fs cas cannn com O - Canon ��shor a 1P Consumable Parts D—loping 6,Klft R3 -776&&M 5 -.. RF,�PJ�I Fg2-nTli1�9 eB�s ... l4 ---TAPI FcrLss3 W 5rum Area remaining. Technicians take this data and can C.U determine which parts to replace prior to .Week •B / 15 26 arrival. The images on each side are from the E...•, "I� technician's smart phone looking into an MFD's consumable parts log. This is done "•"a"" ,,„ remotely and prior to arriving on-site. Tech will have visibility to current yields of parts Ywk94l 5f f2 and can bring replacements for the E "' "Iw'•' components that are getting close to hitting Error= their yield. _ These tools allow our technicians to schedule necessary calls as the devices require them. This is much more efficient than the previously used preventative maintenance (PM) scheduling model. Sustainability Practices We partner with manufacturer's that share a Green Earth Vision. UBEO has adopted and is guided by the philosophy of Kyosei — living and working together for the common good. The products that are offered in this response are manufactured using methods that have sustainability in mind and UBEO will be supporting the recycling of the products and supplies used in the support of this contract. We are a sustainability focused organization. Our commitment to the environment is both internal and external. Internal meaning that our business model is very green and external in that our relationship with our provides needs to have a major focus on sustainability. Here are some of the sustainability elements to UBEO. UBEO has a mission for preserving our environment. The manufacturers that provide products to UBEO have well established programs that limit waste in the building of the imaging systems and well as recycling programs for the supply fulfillment side of the product lifecycle. We believe that we are responsible to the communities and the environment in which we live and work. As part of our philosophy, we have implemented long-term and eco -friendly initiatives and practices throughout the company and in our daily operations. Environmentally friendly actions don't have to be large to have an impact. Consistently reducing the amount of energy, water, and paper our departments use in their daily operation can make a huge difference, both to the environment and to our pocketbooks. How much paper would you save over the course of a year, for instance, if you always ran double -sided copies? A small thing - but a big result! UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 291 Page Over 10 years ago, UBEO West Headquarters in Chico, California has been powered exclusively by solar panels. There are many advantages to going solar, a few of these benefits are: far less burning of fossil fuels, produces clean energy resulting in drastic reductions in air pollution, tons of carbon dioxide emissions reduced, promotes energy independence, and reduces the need for more power plants for residential applications. All of the models that we are proposing are ENERGY STAR certified and many are rated EPEAT Gold. Here is a link to our primary hardware manufaturer partners sustainability sites or reports: ` Canon Sustainability ffrumm Here are some of the initiatives our partners support: Yellowstone Forever, The Clean Earth Campaign, New York Marine Rescue Center, and Earth Day. Canon Hardware Environmental Profile Sheets: 55-75 PPM B/W A4 MFD: Canon imageRUNNER DX 527 Series 55-70 PPM B/W MFD: Canon imageRUNNER DX 6800 Series 80 PPM B/W MFD: Canon imageRUNNER DX 6780 26-36 PPM Color A4 MFD: Canon imageRUNNER DX C257iF-C357iF 40-70 PPM Color MFD: Canon imageRUNNER DX C5800 Series Azure Sustainability One of our recommendations would include eliminating on -premises print servers and host printing in Microsoft Azure Datacenters. Here is Microsoft's commitment to the environment that the City of La Quinta could support: https://www.microsoft.com/en-us/sustainability/azure Accessibility Compliance The Voluntary Product Accessibility Template, or VPAT, is a tool used to document a product's conformance with the accessibility standards under Section 508 of the Rehabilitation Act. The purpose of the VPAT is to assist Federal contracting officials and other buyers in making preliminary assessments regarding the availability of commercial "Electronic and Information Technology" products and services with features that support accessibility. Use the drop-down menus to search for VPAT information by product or by keyword or phrase. If you know exactly what you are searching for, you can enter it into the search field. https://csa.canon.com/internet/portal/us/csa/support/vpat-search Canon Universal Design Guide By means of extensive research and innovation, Canon strives to anticipate and remove the various problems or barriers that users may encounter when using its products. This enables more users to benefit from Canon technology. Canon's ideas about Universal Design—and our efforts to realize them—are introduced in this guide. https://global.canon/en/design/ud/guide/index.html UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 301 Page Hardware Canon Best -In -Class Hardware Although we are a mutli-line dealership, we recommend the Canon hardware platform for THE City of La Quinta's needs. We feel that it will deliver the best value and reliability that the City of La Quinta requires. BLI, a 3rd party print device testing and advisory organization, is the most comprehensive source of independent research and data in our industry. They run all print devices through a rigorous hands-on testing period of several weeks and compare manufacturers and their devices against one another, and give awards based on their findings. BLI Technicians report service issues, misfeeds, error codes, and consumable wear as well as image quality defects throughout the test cycle. Other tests are designed to capture the ease of use of the user interface for copy, scan functions, job management, administration, and maintenance. Productivity and multitasking are also tested to help identify performance and workflow issues that may exist. Some of the reasons behind these awards include: g°t�flS 1"8 "Remarkable reliability" "Unbeatable and universal ease of use" "Extensive gamut of solutions... workflows" BLI Awards Keypoint Intelligente UBEO Response to the City of La Quinta California RFP ubN ESS S E R V I C E S 311 Page Security — Device Hardening UBEO will work with the City of La Quinta's IT Department to develop a safeguard plan that best works for the City of La Quinta, including DoD HDD overwrite & HDD surrender prior to removal. Automatic Overwrite Secure Sanitizing Erase mode follows the U.S. Department of Defense 5220-22.M specification using a succession of multiple data overwrites. For Secure Sanitizing Erase, each deleted file is overwritten with: • the fixed character pattern (binary 01001000). • the complement of the fixed character pattern (binary 10110111). • a random character: o A 32k byte buffer of random characters is generated for each file delete operation using the device's unique uptime as the seed. o Each byte of file data uses a unique random character from the buffer. o The random character buffer is reused up to 32 times, and then regenerated using new random data. To ensure successful completion of each overwrite operation, each overwritten byte is verified. http://hl0032.wwwl.hp.com/ctg/Manual/cO5475902.pdf HDD Encryption To protect customer data on devices using hard disk drives, all data written to the data disk areas are encrypted using AES -128 or AES -256 encryption. The section of the hard disk containing job data can be securely erased on demand, instead of performing an entire disk wipe. Industry standard ATA Secure Erase is an available option which securely wipes all data including spared and reallocated sectors for decommissioning devices. Unauthorized access to the contents of the hard disk or nonvolatile memory when the printer is no longer on your premises (overwriting): There are two primary methods to proper sanitization of devices/HDDs upon disposal or return, sometimes it is a combination of the two. Other standard security features for all Canon MFD models: o Integrate with existing, third -party Security Information and Event Management (SIEM) systems to help provide real-time comprehensive insights into potential threats to the network and printers. o Verify that the device boot process, firmware, and applications initialize at startup, without any alterations or tampering by malicious third parties. o During operation, McAfee Embedded Control utilizes a whitelist to protect against malware and tampering of firmware and applications. o Security policy settings can be controlled with a dedicated password, configured from a central location, and exported to other supported devices. UBEO has developed our own device hardening guide to review during the pre -installation project planning phase. We can also surrender the HDD to the City of La Quinta's IT Department for proper sanitation, this requires a replacement HDD to install on each device prior to shipping back to the leasing company. If a part of the process is developed, we can provide a certification for HDD overwrite or surrender. UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 321 Page HP Firmware Security Report We are one of the few HP Premier Partners in the industry. As such, we have access to some available tool sets they developed. As part of our Business Technology Assessment, we conduct our HP security assessment. This lists the current firmware (FW) versions on the HP fleet and compares it to known security vulnerabilities. Each device status will show one of the following: OK, Vulnerable (Upgradeable), Vulnerable (End of Support), or End of Support. It also lists applicable security bulletins including the severity of the vulnerability. We use this tool to make recommendations on firmware management, device decommissioning or replacement, and if additional security layers should be implemented. Invoicing UBEO's invoice flexibility and billing accuracy will exceed the City of La Quinta's invoicing desires. We have multiple ways to invoice our customers. Just like every other engagement we will have with the City of La Quinta we would schedule a meeting or meetings with appropriate the City of La Quinta stakeholders and dedicated UBEO Contract Coordinator. The goal is to understand exactly what the City of La Quinta would like shown on invoices properly establish your account in our billing system. Here are some examples of our most common billing methods Spreadsheet Billing Many of our customers prefer our spreadsheet billing. To simplify contract, PO, and invoice management, we have a single agreement with a monthly or quarterly billing cycle. The invoice contains all of the relevant information that our customers need to process payment and is shared in Excel format. The data fields in columns G and H are customizable — customer desired information is populated. We can either combine or separate lease and usage invoices. We have included a sample spreadsheet invoice in our response (appendix). A B C ❑ E F G H I J K _L M N 1 I I.wiicce :.me Bale : 1010512022 V PO N M.Itipk u ?1 I I—ice B..: 1110442022 'i r F. '•1 I [- I. •. Base Billi.g Period: 101112022 -1013112022 2 0rsr gs Billi.g Period: 0910112022 - 0913012022 C --c[ N..b— C.-- C.-- Address Ci[, State L—tio.1 L—ti..2 � 1[e. Serial Eq.ip.e.[ Meter T,pe Begi. E.d Meter 3 N—I N..e2 N..be[ N..be[ Meter SS-CN26329-01 0u,t—r Corner IR 055351 2KKO8069 179190 BW109 1,507 1,588 N-1 Officc,SCN102 909 SS-CN26329-01 Cu.to—r Corner IR 055351 2KKO8069 179190 CLR124 646 695 N-1 Officc,SCN102 909 SS-CN26329-01 Cu.to—r 2nd Floor IR 45511 2ND04458 176686 5W101 58,824 58,824 N-1 Coo, Room SS-CN26329-01 C,.t—r AGR-AUB- Agric,It,rc S1 IR C55601 2HU01567 176667 BW103 103,895 106,537 7 N-1 AGMINI SS-CN26329-01 Cu.to—r AGR-AUB- Agriculture #I IR 055601 2HU01567 176667 CLR124 61,171 62,634 N-1 AgMIN1 SS-CN26329-01 C --r . AGR-AUB- Agric,It,rc R2 IR C55601 2HU01614 175009 BW109 42,375 42,947 5 N-1 AOMIN2 SS-CN26329-01 Cu.to—r AGR-AUB- A.gricWture #2 IR 055601 2HU01614 175009 CLR124 11,630 12,004 1d N-1 AOMIN2 SS-CN26329-01 C --r ANS-AUB- Animal IR C55601 2HU01663 175013 BW109 33,651 34,662 N-1 MFLOOR Service. lot Floor UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 331 Page Print Management Billing Some of our larger customers, universities, counties, etc., have print devices in areas shared between multiple departments or divisions. In these cases, sometimes our billing process as shown above does not cover everything that they require. In these cases, using a print management system's cost center reporting versus the traditional meter reading method is preferred. Instead of reading the usage logs from the print devices themselves, the usage is all tracked through cost centers that are utilized by the print management system. When making a copy or submitting a print job, an end user is presented a list of cost centers to bill a specific job to, which is how the system logs the usage & cost for that job. The end user only sees relevant cost centers to their respective roles. If the end user has only one cost center, then they are not presented the list and the jobs will automatically bill to their default cost center. Online Portal View: C� User deta As Device details Department details `q Cost center �;•� details User summary Device summary Department summary ICost center summary Sampling by user CSV Export: Jason Milan ® II ® Ei o Export Cost center: All - Month: From 03/2D22 -To Q9/2D22 - Clear filter 15000 100000- 50000- 0 0000500000 None - Total pages {fop 10) IN Cost (Top 10) ■ Color prints B/W prints ■ Duplex ■ Simplex Printed pages Sent pages Name Prints Copies Total B1W p... Color... Duplex Scan Fax Total Pric - None- 93908 10687 104595 29973 74622 31- 331 B3 133 33316 3� A B C D E F G 1 Name Printed pages—Prints Printed pages_Copies Printed pages Total Printed pages_Bfw prints Printed pages_Color prints Price ($) 2 Admin 93908 10687 164595 29973 74622 355.975 3 Finance 35266 1003 36269 26476 9793 165.234 4 IT 2377 68 2445 2201 245 45.713 UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 341 Page Implementation Plan Project Management Every step in the process of providing modern technology is standardized. Though the final solution is unique to every department, the project planning, tracking, status, and reporting is laid out so that there is a clear delineation to what steps are needed and who is responsible for the tasks that will make for a smooth transition. Below is an outline of the process and the tracking methodology used. You will find standardized reporting and processes that will support installations from 1 to several thousand devices. You will also see in the response below; UBEO will use actual case study overviews of deployments that UBEO has successfully completed as a proof source that UBEO can provide a smooth transition for the City of La Quinta and their staff. Requirements Analysis Before any recommendation is provided, understanding the document workflow and the future goals of each department is considered. The best solution is one that handles both current and long-term goals, like the City of La Quinta's Digital Workflow Solutions requirement. The only way to provide the best solution is to get to know the department prior to designing the solution. UBEO always looks to enhance productivity and provide cost savings where applicable. Moreover, designing a solution that increases efficiency of the document workflow also considers the software currently used and the mission critical document types. The BTA/Print Assessment will be conducted in every department before UBEO will provide a final recommendation. In addition to a hardware recommendation, other critical factors will be discussed: o Document output types o Operating systems (computers and servers) o Security requirements o Electronic Records Management Software o Volumes / Users o Scanning requirements o Deployment timelines o Service levels required o Training support methodology The goal is to get to know the clients and transition the new technology in a way that fits with the department's environment and user expectations. Understanding the best Change Management approach will alleviate pushback from users who fear change. The goal is to have the City of La Quinta excited about the future state and develop a change strategy that incorporates proactive and effective communication. Communication is also a key component in on-going support to ensure that the Print Environment stays current and relevant to the department's needs as they evolve over time. Periodic business reviews and remote management of the devices are part of the standard support program. If recent technology is available, it can be recommended if the vendor (UBEO) has an intimate understanding of the department's workflow requirements and how they have evolved since the contract began. This will determine if new technology is warranted. Management of Change Change management is a key to creating a positive transition with unified and strategic messaging. UBEO will develop a departmental championing model for support of the transition. Here is an example of our communication process: UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 351 Page The Methodology Clearly define the objectives and benefits of the program to the end-user community. Managing the transition begins before any changes are made. Communication is sent out to the end users from the City of La Quinta leadership to share the mission and the goals for the change. Modifying behavior takes time and coaching. The communication that end users receive will need to take many forms. Be creative so that users will read. Here are a few examples of ways to bring the message to the end uses: o Newsletters - Review program and Mission - Outline sustainability benefits - Develop a calendar on the newsletter - Helpful tips o New ways to be productive o Sustainability is at your fingertips o New Print Program Webinars - Invite all users to join a webinar prior to move in - Review the new process to print, copy and scan - Outline the benefits - Prepare the user so that move in day is simple Every client has a different methodology and timeline for transition. Below is an example. They were extremely interested in creating interest and excitement from the staff. They wanted to label their transition as "ImageRight" to give an identity to the change. Naming the new environment was a way for the staff to rally around the event. To the right, is the transition timeline that includes the management of change and outlines the total process with a timeline. You will see ImageRight change management beginning two weeks before delivery. For this specific client, that was the timing that they wanted as the lead for delivery. Delivery Communication Kit UBEO will work with each department to create a rollout schedule for each location where a new system will be installed. Below is an email template that can be modified to best communicate the transition. Sample Client Introduction Email Hello and Welcome! Phase One Transition Timeline 7 Dav 2weeks 7 waek 9 1 week 1week Current State Assessment Ima eRi Deployment Post AssetTypes & Volumes Meeting Implementation Meeting Asset Locations floor -plans] Meet wisolano Review Transition Asset Workflow Review Findings Open Items Asset Integration Discuss MFPiSFP Placement Verify Process In Place Current Dept. Challenges Set Implementation Schedule Change Management Cont. Begin Change Management Continue Change Management Award Helpdesklntegraticn 30 Day Evaluate Current State Implementation Review Nardcosts Delivery IssupportBuildings/ggpts Network Infrastructure Connectivity Administration Support Training Document Production Document Storage/Retrieval UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 1 1p 1T 12 13 14 15 i6 17 18 19 20 21 361 Page Your department has chosen to upgrade the multifunctional equipment. (UBEO) will be your new provider. With over 46 years of experience providing imaging technology, you will be joining an ever-expanding fellowship of UBEO family members. We will provide a detailed delivery schedule for your Copier or Printer Installation. We will need to walk into the designated departments listed per site for approximately 10 minutes to install your new system. We thank you in advance for your patience and we will do our best to keep our interruption to a minimum. Schedule to follow. We are just an email or phone call away to assist you with your needs and or answers to your questions. We will provide full training for you and your staff on the new equipment regarding everything from the most basic usage to advanced concepts as well as ordering supplies. On each of your new devices a white ID Sticker will have a phone number, web site address and ID # to place service or supply request. On the training days we will provide a quick user guide to help basic users with everyday functions. Respectfully, Chief Operating Officer Pre -Installation Preparation The UBEO approach is very systematic with respect to implementation. Once again, communication is the cornerstone. the City of La Quinta's IT management will be included in all aspects of implementation and the lead power -users (if applicable). Below is an outline of how UBEO can develop an implementation for larger accounts. It is important that the City of La Quinta understands that UBEO is using a proven project management methodology. UBEO created a spreadsheet that was collaborative and accessible to all key stakeholders within UBEO and the City of La Quinta that contained every important data -point to the successful replacement and deployment of new devices. Location, contact, old unit model and serial, IP address configuration and many more metrics were all included. The spreadsheet starts out with empty columns which makes it very clear what information is needed. Leaving no missing elements is the goal. Having a real-time shared resource document makes is very clear where we are in the preparation timeline. The spreadsheet is the final resting point for deployment data. To ensure that everyone is aware of their role in the deployment process, UBEO has created implementation checklists and milestone documents. Setting clear expectations makes the process go smoothly. UBEO understands that in a large deployment a specific scope of work is required for the implementation and ROar11A / LOgetl4n Walnut A— Elementary Shcvol Manag" GO" New Medd Canon 8786 F/esa Sefk'- YFFM06U IW 8430511 I ealsting Model 1 Kyocera 6501 Laieting' 1/623400 Skft Seer LHXCXO5303 Loroifan Copy"m Office I IneGR Od' _ I NnIM 1-D_ Re foi testin We peak Montessori Schad Ndm Canon 9786 YFF07953 192457 K efa 9p071 F2855R Rp496WS96 WORI[-RM 1-p!t R fpr testi Northgate High Sdronl L Canon C 478 3LN02271 84311671 Share MK 340 3509713900 Hon 9}Music QIRce 1-Dn Ready for testing Northgate High Sdwol Canon: 478 3LN02272 8430677 Kyocera M35a01DN E27015 LSH7Y32798 L18iWRY 1 -Res Ready for testing Northgate Hi& Schaal l Cana" 8786 YFF07981 192446 Canon IR 8595 E23354 SWAD3012 Rm WC m Library 1 -Ret Ready for testing North tc M' h School 106mWimw Canon C 5860 210:06721 192469 Kyocera 50021 E23354 W146900765 Of c, Alen - 2nd Floor 1 -pet FleadVforlestlog North to High Sdwol Lyndwswand Canon C 5870 2MO2965 8430682 Canon (7570 E24637 WFMO1740 Rm IMC nr Library IOtt Ready for teuin Pine Hollow Middle Sdwol NadMe $r Canon 8786 IYFF07980 192989 Kyocxra 6501 E23367 L8R6Ki05239 Km A3 - Staff Lounge 10-1 Reedy for testing Fine Hollow Middle Scheol Nadine Pe"00 Canon C Alli 31-NO2250 8430661 Kyocera M41 MON F3"C6l VHK7200177 Main Offioe 1 -per Ready for testing pine Hoquw mwle Sdwo1 IIm591 Nadine Pesnce Canon 6860 3MM582 193475 Konica Minolta 4035 AA3003309 591510 w, Room 1 -Re[ Ready for testin Della View Elementary School rAwaira Canon 9786 YFF07920 8430612I Kyocera 6501 IE23414 1 L9K6K05254 1 WORKROOM RM 185 2-0ec Re for zing Rin Vista flement4 ry guir nSmet Canon 8786 Yi F07994 1 192442 1 Kyooeta 6501 JE25361 I t8K6e04600 I MAIN OF FIC[ C17PY ROOM 2 -Dec I Ready for testing installation of the devices and the software (if any) required to connect the units to the network. The goal is to make sure that we set the correct expectations and completion dates for the tasks required by individual assignment. These documents are introduced at the initial "kickoff" meeting and are completed as the project unfolds. UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S 371 Page Project Management UBEO empowers our Project Managers with modern SaaS tools to effectively assign tasks, track progress, manage calendars, share documents, and manage all work related to the projects they are responsible for. Our work management platform also gives our customers 24/7 access to online dashboard to view the progress of their project. Equipment Installation Prior to devices loading on the truck for delivery, each unit is configured and tested at the UBEO warehouse. Every function (copy, scan, staple, collate, etc.) is tested with supervisor sign -off. Once all hardware and software has been configured and tested, the delivery dates can be confirmed. UBEO publishes all the forms and spreadsheets used in the implementation phase. In addition to the forms listed above, UBEO will create a Gantt Chart schedule to ensure that all timelines are transparent and discussed. There is a lot of preparation logistically inside each activity on the Gantt chart. The scheduling piece works hand-in- hand with the Implementation Checklist to expose all facets of the project. Documentation & Training UBEO will have dedicated training staff to support the City of La Quinta. There will be no cost for initial and follow-up training. UBEO has a database of training resources that will be used to support the City of La Quinta. The curriculum will focus on: End User Training: o Hardware program & usage o Scanning capabilities & accessing AD directories o Print driver properties & capabilities 0 3rd party software authentication and using custom workflows o Paper path interruption & supply management o How to get help - accessing UBEO Support & trouble tickets o Key Operators / Power Users o More in depth focus on job processing features o Escalation for paper issues Technical Training for IT: o Assessing web server for the devices to configuration adjustments o Escalation process for print, scan, and authentication issues o All SaaS software as part of the UBEO solution. This training will be based on the degree the City of La Quinta wants to be part of the first -level support. All training, curriculum and scheduling will be reviewed and approved by the City of La Quinta. As the users get experience with the devices, it may become apparent that not all users retained the information from the initial training sessions. UBEO will communicate with departments on what areas need additional attention and create an updated curriculum for the follow-up training. UBEO will review the contents and arrange the follow up instruction. UBEO has a production facility where training videos are created. Documentation example printed on 11x17 and posted behind/near MFD: UBEO Response to the City of La Quinta California RFP ub N E S S S E R V I C E S 381 Page Copier Menu Guide U� Ali NPe6enP wW r.pr. yw re Iqk m eM R.yin. Lup. rpyr W dl• er akn TX [ep.; .rrc.ryww PiXml.pn. � '�Cu.rr grxn Wa,n�Irrp,n.m.V y.rrn n erri.11 wrt.. eeeP. faNn Yi.leh Llf W ken vn a.^Y linen �.nlM Kyr ceR.m prb. Wvr leC 21 Secure Print To..ne. Pont ptxPAan Pro. v _ rra.n .nr apd�re.n. on Karr =,mwn.r.b.x.� she •ypl�jfJ]y_jervre Ptn.0 Pnmen rrem far 4, M. 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SPRYII h. num wc[Sbrc . r ...pye x;.wawn.nury ePn,nr.d b!h. eenhrm Rwill bit F Iltd re I.PpFf mM •cath N. filN.l'..1i.ln Pae TP tWe S.ry r.,aen h•.�mb.b.mbi�r cern w nyq.n a m.sap..r w.r.mair x+. .pp..r m war rnr.. an..c SOW Meetings During the delivery, installation, and training phase of implementations, UBEO has found that a weekly (or daily) update conference call is beneficial for all parties involved. For implementations where 50+ units are being delivered daily for several weeks, it is imperative that we keep ahead of any lingering issues. A quick call to review the punch list of open activities serves several purposes. First, issues can be resolved very quickly when both UBEO, the City of La Quinta IT and Facilities dialogue real-time. Secondly, more complex actions stay top - of -mind when they are reviewed frequently. We have found in larger installations; this methodology resolves issues faster and helps uncover the minor issues that might get lost such as training follow-ups or "quick guides" getting lost at the department level. The UBEO Project Manager will be coordinating these meetings and updates the punch -list published on the shared drive. Highly effective. Post Delivery Recap Once the implementation is complete, UBEO conducts a formal Post Implementation meeting where we confirm that all punch -list items are checked off and no open actions are pending. Usually, at this phase, UBEO gets a lot of positive feedback because the daily recap meetings have handled all the minutia, and everything was handled quickly. Project Closeout Once we have completed all tasks listed in our implementation plan, we enter the final phase of the project lifecycle - Project Closeout. We assemble all deliverables and prepare our 'System Acceptance/Project Completion Form' and 'Post -Implementation Client Survey Form'. We schedule our Post -Implementation Planning meeting with the City of La Quinta for project review, establish quarterly meetings, and the post -Implementation analysis. UBEO Response to the City of La Quinta California RFP ub o B U S I N E S S S E R V I C E S I, AD392-7CD 1-40FC-A29F-22C6720EE2FB ATTACHMENT 2 INSURANCE REQUIREMENTS ACKNOWLEDGEMENT Must be executed by proposer and submitted with the proposal Clint Phillips confirm that UBEO Business Services (name) hereby acknowledge and (name of company) has reviewed the City's indemnification and minimum insurance requirements as listed in Exhibits E and F of the City's Agreement for Contract Services (Attachment 1); and declare that insurance certificates and endorsements verifying compliance will be provided if an agreement is awarded. I am Vice President (Title) of UBEO Business Services (Company) Page 11 of 13 Commercial General Liability (at least as broad as ISO CG 0001) $1,000,000 (per occurrence); $2,000,000 (general aggregate) Must include the following endorsements: General Liability Additional Insured General Liability Primary and Noncontributory Commercial Auto Liability (at least as broad as ISO CA 0001) $1,000,000 (per accident Personal Auto Declaration Page if applicable Errors and Omissions Liability $1,000,000 (per claim and aggregate) Worker's Compensation (per statutory requirements) Must include the following endorsements: Worker's Compensation Waiver of Subrogation Worker's Compensation Declaration of Sole Proprietor if applicable Cyber Liability in the amount of $1,000,000 per occurrence Umbrella or Excess Liability may be used to meet policy limits Page 11 of 13 DocuSign Envelope ID: OOCAD392-7CD1-40FC-A29F-22C6720EE2FB — ATTACHMENT 3 NON -COLLUSION AFFIDAVIT FORM Must be executed by proposer and submitted with the proposal I Clint Phillips I am Vice President (Title) (name) hereby declare as follows: of UBEO Business Services (Company) the party making the foregoing proposal, that the proposal is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain from proposing; that the proposer has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of the proposer or any other proposer, or to fix any overhead, profit, or cost element of the proposal price, or of that of any other proposer, or to secure any advantage against the public body awarding the agreement of anyone interested in the proposed agreement; that all statements contained in the proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative hereto, or paid, and will not pay, any fee to any corporation, partnership, company, association, organization, proposal depository, or to any member or agent thereof to effectuate a collusive or sham proposal. I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct. DocuSignedby: EProposer Signature: PUAUlpS 548EBM47HE462_. Proposer Name: Proposer Title: Company Name: Address: Clint Phillips Vice President UBEO Business Services 5855 Rickenbacker Rd, Commerce, CA 90040 Page 12 of 13 DCAD392-7CD1-40FC-A29F-22C6720EE2FB ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA Must be executed by proposer and submitted with the proposal; If no addenda has been issued, mark "N/A" under Addendum No. indicating Not Applicable and sign ADDENDUM NO. SIGNATURE INDICATING RECEIPT DocuSigu^ (W ( UAWfS 548EB7A47F7E462... Page 13 of 13