HomeMy WebLinkAbout11 MANAGED PRINT SERVICES DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B 11
Agenda Item .p6
Reviewed: �l�ZtJ
AGENDA REPORT City Manager S
Finance Director Ja
MEETING DATE: FEBRUARY 1 , 2022
TO: MATTHEW S. WEST, CITY MANAGER
FROM: ERICA N. YASUDA, CITY CLERK
SEAN TRAN, DEPUTY DIRECTOR OF FINANCE
SUBJECT: MANAGED PRINT SERVICES
SUMMARY:
Due to the expiration of the City's lease and services agreement with Sharp Business
Systems for copiers and printers, staff issued a Request for Proposal to replace the
owned and leased multi-function devices and personal printers at various locations. Upon
completion of a thorough analysis, staff is recommending to contract with the vendor that
proposed the best solution for the City.
RECOMMENDATION:
1 . Authorize the Director of Finance to execute a 60-month lease agreement with
Insight Financial Services in the amount of $270,000
2. Authorize the City Manager to execute a Professional Services Agreement with
Sharp Business Systems for a 60-month print management program for supplies
and maintenance of multifunction copiers, printers, scanners in an amount of
$268,000.
FISCAL IMPACT:
The current annual lease and maintenance agreement for the City's copiers totals
approximately $13,819 per month, including supplies (except paper and staples). The
proposed new annual lease and maintenance agreement, including supplies (except
paper and staples), would total approximately $8,953 per month at an estimated savings
of $291,959 over the course of the 60-month lease and services agreement.
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Agenda Report: Managed Print Services
February 1 , 2022
Page 2 of 3
DISCUSSION:
City staff enlisted the assistance of Eco Office Werks, a Managed Print Services
consulting firm, to conduct an analysis of the City's document imaging contracts,
technology and processes to include usage patterns and total cost of ownership (TCO)
analysis on all leased and owned copiers, printers, fax and scanning equipment.
Based on the analysis conducted and a survey of City departments, staff issued a detailed
Request for Proposal (RFP) and received proposals from six organizations: Sharp
Business Systems, C3 Tech, Cell Business Equipment (CBE), MRC Xerox, Century
Business Systems and Circle MSP.
A thorough scoring process was performed considering the following categories:
Effectiveness of Management Plan and Understanding of the Work, Strategic Narrative
on Managing Copier Fleet Upgrade and Implementation Plan, Acceptance of Contract
Terms and Conditions and Service Level Guarantees, Strategic Narrative on Managing
the Print Optimization and Enhanced Scanning Capabilities, Vendor References and
Case Study Narrative for Similar Implementation and Success and Value of Finalist On-
Site Presentation and Technology Demonstration. After completion of the scoring, the
following top two candidates were invited to move forward in the process with finalist
presentations: Sharp Business Systems and Cell Business Equipment (CBE).
During the virtual presentations, Sharp emphasized the importance of customer service
and responding to service calls within a timely manner and as the current vendor, they
have met this expectation over the previous 5 years. Sharp also demonstrated user-
friendly machines with forward thinking technology and now has the ability to replace the
majority of our color HP smaller MFP's with more cost effective Sharp models. The ability
to implement technology that will withstand a five-year lease agreement was a key factor
in the decision process. Ultimately, Sharp Business Systems proposed a solution for the
City that not only resulted in the lowest cost with ease of transition, but also exceeded in
technology, customer service, software solution, and scanning advances.
Sharp Business Systems has been an outstanding vendor for the previous 5 years and
now brings forward a solution to upgrade technology while reducing costs. In addition,
the contract has no minimum usage requirements which allows for flexibility as staff
continues to transition from remote work to in office flexibility. All these factors were
encouraging for staff to move forward with the recommendation to the City Council.
Overall, staff anticipates a smooth transition in implementing the new machines and is
looking forward to working with Sharp Business Systems in this transition.
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Agenda Report- Managed Print Services
February 1 , 2022
Page 3 of 3
DocuSigned by: DocuSigned by:
� s0TJarA4E1.. %a NP41YIAgbda
Deputy Director - City Clerk
Administrative Services Finance Department
Attachments:
1 . RFP
2. Bidder Scoring
3. Statement of Work (SOW) & Service Level Agreement
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
ATTACHMENT 1
REQUEST FOR PROPOSAL
Managed Print Services 2022
17 _
0fife r
/VEr
ISSUED BY
ECO OFFICE WERKS, LLC
ON BEHALF OF:
CITY OF TUSTIN
CITY CLERK AND FINANCE DIVISION
300 CENTENNIAL WAY
TusTIN, CA 92780
PROPOSAL DUE
NOVEMBER 12, 2021, BEFORE 2:00 PM PDT
Contacts for this Solicitation:
Carrie Woodward CWoodward@TustinCA.org
Brenda Merrill Brenda.Merrill@ecoOfficeWerks.com
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Request for Proposals
Table of Contents
RFP Sections
1. Introduction/Purpose
2. Schedule of Events
3. Background
4. Prerequisites
5. Scope of Services
6. General Terms and Conditions
7. Inquiries
8. Completion of Proposal
9. Delivery/Submission of Proposals(ProcureNow Bidding Site)
10. Alternative Proposals
11. Proposal Format and Content
12. Examination of RFP and Device Location Geography
13. Addenda
14. Evaluation of Proposals
Exhibit A-Managed Print Statement of Work(SOW)
Exhibit B—Device Pricing Template
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eQOfjSce City of Tustin 1Pae
2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
1. Introduction/Purpose
The City of Tustin (CITY) is seeking proposals for Managed Print Services(MPS)to implement a single vendor
contract with the ultimate goal to consolidate vendors,services,and technology for approximately 126 owned
and leased Multi-Function Devices(MFDs)and desktop printers/mfp's at various CITY locations. CITY may
optionally select more than one firm to perform the services.
2. Schedule of Events
It is the goal of the City to select and retain a Vendor by December of 2021 with Implementation in January of 2022.
In preparation for that action,the following tentative schedule of events has been prepared:
Event Date Time
Request for Proposal Released 10/28/2021 N/A
Vendor Questions Due 11/03/2021 Before 2:OOpm PDT
Responses to Questions Released 11/05/2021 N/A
Proposals Due 11/12/2021 Before 2:OOpm PDT
Finalist/s Interviews-Presentation via web-conference Week of 11/29/2021 To be determined
Notification of Tentative Selection December of 2021 N/A
Selected vendor Contract Review and Negotiation December of 2021 N/A
City Council Contract Review and Award December of 2021 N/A
Implementation Begins January of 2022 N/A
CITY reserves the right to amend,withdraw and cancel this RFP. CITY reserves the right to request or obtain additional
information about any and all submittals before making an award. CITY also reserves the right to seek clarification
from any Proposer about any statement in its proposal that City of Tustin finds ambiguous.
3. Background
The City of Tustin has contracted with the Managed Print consulting firm,Eco Office Werks who has worked alongside
the City Clerk and Finance Department to conduct an extensive assessment of City of Tustin's current printing
technology, processes, existing leases, service contracts,and identified requirements for future printing needs.The
recommendations from this analysis were used as the basis for this RFP to improve processes and reduce costs by
implementing a strategic Managed Print Services program organization wide. The consultant firm will also be
assisting with facilitating the RFP, vendor selection and resulting implementation plan. Details of the findings and
recommendations assessment are part of this RFP.
4. Prerequisites
Proposals will only be considered from Companies that meet the following prerequisites:
• Have experience under a legally registered business name, in providing services of a similar type and scope as
described in the Scope of Services("Services")(Exhibit"A"). Have not filed for bankruptcy under any business
name over the past five(5)years.
5. Scope of Services
City of Tustin(CITY)is seeking proposals for Managed Print Services(MPS)to implement a single vendor contract with
the ultimate goal to contract for services and technology for approximately 126 owned and leased Multi-Function
Devices(MFDs)and desktop printers/mfp at various CITY locations. CITY may optionally select more than one firm to
eQOfjSce City of Tustin 2 1 P a g e
2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
perform the services. The selected Company shall provide the services required in Exhibit A, Statement of Work,
attached hereto and incorporated herein.
Organization MPS Goals
CITY anticipates,on average,a 30%+cost savings to the organization by implementing the MPS Change Management
Plan. The goal of this project is to put in place a Managed Print Service Vendor who will work alongside the consultant
team (Eco Office Werks, LLC) to implement the change management plan and deploy state of the art print
technologies while reducing the environmental impact of printing organization wide.
MPS RFP Requirements
The selected Vendor shall:
a) Provide fixed pricing for hardware,software,and related services on a 5-year master agreement and ensure
all orders of equipment stay within the new contact pricing,service level agreements and terms.
b) City of Tustin will not accept pricing or terms that require a piggyback of another entity negotiated contact.
If vendor elects to use GPO pricing or other piggyback contracts, the terms outlined in this RFP and SOW
will override and be primary. All pricing&terms must be customized and approved directly with City
of Tustin for the resulting master agreement.
C) Provide pricing for eight (8) MFD standard Device Type configurations and three (3) desktop printer/MFP
models and one(1) Production devices that include a discounted cash price and optional lease for sixty(60)
months fair market value(FMV)option.
d) The City of Tustin will also be accepting proposals for an independent third-party master lease option. If
this option is implemented,the Vendor agrees to accept purchase orders based on quoted cash prices from
City of Tustin's approved IT Asset Lease Vendor.
e) Provide a cost per page per device/category pricing model for all service,supplies,toner,and staples for all
contracted devices on a pure usage-based model billed in arrears. Estimating of meter usage will not be
allowed. No base or minimum allowance charges will be accepted.
f) Work alongside the contracted consultant team to assist in implementing the change management plan
based on current contract termination dates and department/community needs.
g) CITY does not guarantee a minimum or maximum quantity of installations. CITY shall pay only for devices
actually ordered by City of Tustin and delivered, installed,and made fully operational by the Vendor.
h) Demonstrated Customer Service and Support capabilities and a quantifiable history of superior customer
service are key factors for CITY users and will play a significant role in award of the contract.
I) Be responsible for configuration on City of Tustin's network at the time of new deployment and for firmware
upgrades that might cause settings to be lost(with permission/assistance from IT)to ensure the MFDs can
print from all applications,scan to email,scan to fax,scan to network,scan to PC,etc.
j) Agree to all the terms,conditions,and processes outlined in Exhibit A—Managed Print Services Statement
of Work and any other stated requirements in the RFP,and any other agreed upon terms. The RFP Exhibit
A-Statement of Work, Exhibit B— Device Pricing and the Vendors Proposal Response will become part of
the binding executed contract between the contractor and City of Tustin.
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2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Remove Old and Install New Equipment:
Installation services shall be coordinated with the IT Department and include delivery,setup,and integration of the
devices with CITY's Local Area Network(LAN), including CITY's hardware and software infrastructure.
a) Installation services shall also include any and all equipment, materials, and supplies necessary to provide
the services including all labor, materials,delivery,assembly,and installation,as applicable.
b) The Vendor's installation shall include configuration on each unit and equipment shall be made fully
operational by Vendor including all copying, duplexing, sorting, stapling, scanning - to email, to fax, to
network,to PC,etc.—and printing functions.
C) Upon request,the Vendor shall also remove the existing MFD being replaced and ship the device to current
vendor lease return location. Storage of current devices for a short period of time may be required for the
full coordination of the lease return process. CITY will obtain all approvals needed to move and store the
equipment from the current vendor prior to this service being requested. This service shall be included at
no additional cost.
d) When removing or swapping contractor installed units, contractor shall coordinate with IT to certify the
security wipe of the existing hard drive,as well as ensure it has occurred prior to lease device being returned
or disposed at contract end. This service shall be included at no additional cost.
Training: Vendor shall provide training to all appropriate CITY staff to ensure a seamless implementation of
equipment and systems during the installation process and after the systems have been initiated,tested,and proven
fully operational.
a) Such training shall be of sufficient depth and scope to allow a complete understanding of the proper
operations and use of the machine to include how to use the scan,copy,print and fax capabilities.
b) An overview of the device control panel and printer drivers. Demonstration of replacing toner, staples,
paper and removing paper jams.
C) When requested,Vendor shall conduct all training sessions onsite at City of Tustin's premises with its own
personnel or with outside factory-authorized sources; however, in each case the trainer must possess
sufficient skill and knowledge to achieve the desired level of training in a timely and competent manner.
d) Vendor shall also provide all necessary training materials via a customized web-link
e) Vendor shall provide extensive training to specified CITY staff related to proper operation of the
departmental copiers, including proper use of all copy,print,and scan features.
f) For locations with 10 or more devices, Vendor shall provide periodic training (not less than two (2)
classes/one(1)training per day)per calendar month to accommodate new end-users,as well as to provide
refresher training for general users.
g) Training shall be provided at no additional cost.
Customer Service/Support: CITY is seeking a single Managed Print Services provider with experience in managing
major account business. CITY's preference is a Vendor with internal non-sales support project management staff
dedicated to managing the customer relationship alongside the Sales team. This person shall be experienced in
supporting similar national account business and provides the following customer support responsibilities:
a) Directly responsible for the fulfillment of all SOW commitments with City of Tustin. Work to create and
implement specific operations practices including:
b) Continually monitor existing service levels and compliance to SOW terms.
C) Provide interface between end-users, technical support, and resources to improve/maintain customer
satisfaction.
d) Follow-through on mission critical activities identified by City of Tustin.
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2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
MPS Hardware Specification
The types of document output hardware provided in the below Scope of Services Table 2 are expected to be part of
the agreement.
The average monthly usage reflected in the pricing table is based on 2021 device usage stats.
Scope of Services/Table 1
See Exhibit B—Device Pricing Template
DeviceCurrent Mo. Current Mo. 09
New
Volume
Category#1 BW Not in Scope for >75+PPM High Volume MFP with Booklet Finsiher,Hole Punch,
MFP 0 Implementation. 0 0 Staple,Fax Kit,Scan with minimum of 6,000 Sheet Paper Capacity from
Pricing Optional 5 Sources. Up to 11X17 Paper Size
>75+PPM High Volume MFP with Booklet Finsiher,Hole Punch,
j Production Print Shop 7,744 20,865 Staple,GBC Punch,Graphics RIP. Minimum of 6,000 Sheet Paper
Capacity from 5 Sources. Up to 12X18 Paper Size
Category#3 BW Not in Scope for >60+PPM Mid-Volume Office BW MFP with Finsiher,Hole Punch,
MFP 0 Implementation. 0 0 Staple,Fax Kit,Scan with minimum of 3,000 Sheet Paper Capacity from
Pricing Optional 4 Sources. Up to 11X17 Paper Size
For Area's Doing 7K to >60+PPM Mid-Volume Office Color MFP with Finsiher,Hole Punch,
7 20K Per Month 20,625 42,123 Staple,Fax Kit,Scan with minimum of 3,000 Sheet Paper Capacity from
Combined BW&Color 4 Sources. Up to 11X17 Paper Size
Category#5 BW Not in Scope for >50+PPM Low Volume Office BW MFP with Finsiher,Hole Punch,
MFP 0 Implementation. 0 0 Staple,Fax Kit,Scan with minimum of 2,000 Sheet Paper Capacity from
Pricing Optional 4 Sources. Up to 11X17 Paper Size
For Area's Doing less >50+PPM Low Volume Office Color MFP with Finsiher,Hole Punch,
8 than 7k Per Month 4,681 11,773 Staple,Fax Kit,Scan with minimum of 2,000 Sheet Paper Capacity from
Combined BW&Color 4 Sources. Up to 11X17 Paper Size
Category#7 BW Not in Scope for >40 PPM Office BW A4 MFP with Fax,Internal Staple,LAN&Wireless
0 Implementation. 0 0 Printing,Scanning with 2 X 500 sheet paper tray and optional floor
Personal Printer Pricing Optional stand
Color Workgroup >40 PPM Office Color A4 MFP with Fax,Internal Staple,LAN&
8 Printer/MFP Not 21,459 10,485 Wireless Printing,Scanning with optional 2 X 500 sheet paper tray and
• ' Requiring 11 X 17 optional floor stand
Category#9 High BW Desktop
Volume BW 0 Workgroup Printer Not Q 0 >40+PPM Office BW A4 Workgroup Printer with full 500 sheet paper
tray.Optional 2nd 500 Sheet tray and Envelope Feeder
Desktop Printer Requiring 11 X 17
Color Desktop
>30 PPM Office Color A4 MFP with Fax,LAN&Wireless Printing,
. . /• .. 1 Printer/MFP Not 547 1,898
Requiring 11 X 17 Scanning. Minimum of 1 X 250 Sheet paper tray.
Category#11 BW Desktop Personal
>Personal BW Desktop Laser Printer with 1 X 250 Sheet Paper
Personal BW 0 Printer, Small 0 0
Desktop Printer
foortprint Tray.
See Category#12
96 Sheet for full owned 18,131 8,922 See Category#12 Sheet for full owned printer listing and per
printer listing and device Cost Per Page bid sheet.
er device Cost Per III IIII�Iiiqi
eQOfjSce City of Tustin 51Page
2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Historical Usage Trends/Table 2
Although the pricing template calculates based on 2021 average usage stats, it is expected that usage trends will
increase to 2019 levels during the term of this contract.
eOff�ce I C A L I F 0 R N I A Summary by Department-2019 v 2021 Usage Trends
'3Uerkr
BW Usage Decline> -45.82% Color Usage Decline> -34.52%
Grand Totals 121 131,345 71,428 (60,178) 145,647 95,728 (50,283)
Countof Sum of 2019 Sum of 2021 Sum of BW Sumof2019 Sumof2021 Sum of Color
D- DeviceNumber Average Average Usage Usage
-01. City Clerk
HP CLJM254DW 1 0 0 0 0 0 0
HP CLJM577C 1 21 171 150 35 884 849
HP LJM402DN 2 462 40 (422) 0 0 0
HP LJM604DN 1 467 440 (26) 0 0 0
Sharp MX750ON 1 1 17,166 7,744 (9,422) 52,184 20,865 (31,319)
01. City Clerk Total 6 18,115 8,396 52,219 21,749
-02. Community Development
HP LJM401DN 1 581 299 (281) 0 0 0
HP LJM402DN 6 1,449 379 (1,071) 0 0 0
HP LJM604DN 1 426 693 267 0 0 0
Sharp MX507ON 2 9,629 1,878 (7,751) 11,798 6,920 (4,879)
02. Community Developmen 10 12,085 3,249 11,798 6,920
-03. Economic Development
HP CLJM577C 1 29 0 (29) 24 0 (24)
HP LJM402DN 3 168 36 (132) 0 0 0
Sharp MX507ON 1 785 337 (447) 1,172 245 (926)
Development03. Economic-04. Finance
HP CLJM452DN 1 226 316 90 1,229 369 (860)
HP CLJM577C 2 4,743 3,461 (1,283) 3,526 3,704 178
HP LJM402DN 4 2,819 272 (2,546) 0 0 0
HP LJM601N 1 6,984 431 (6,554) 0 0 0
Sharp MX607ON 1 6,889 6,981 92 12,425 8,580 (3,845)
04. Finance Total 9 21,661 11,461 :0 12,653
-05. Human Resources
HP LJM402DN 3 818 3 (814) 0 0 0
Sharp MX607ON 1 5,536 357 (5,179) 11,005 2,576 (8,428)
05. Human Resources Total 4 6,354 360 11,005
-06. Parks&Recreation
HP CLJM452DN 1 107 61 (46) 195 424 229
HP CLJM477FDN 1 82 298 215 239 161 (78)
HP CLJM577C 6 6,013 2,175 (3,974) 3,263 1,676 (1,708)
HP LJM402DN 7 977 2,204 1,227 0 0 0
HP LJM604DN 2 75 32 (43) 0 0 0
Sharp MX507ON 1 1,926 460 (1,466) 3,495 1,697 (1,798)
Sharp MX607ON 1 4,554 1,402 (3,151) 2,069 1,837 (232)
Sharp MXC407F 1 0 81 0 0 242 0
W1A53A#BGJ 1 0 43 0 0 0 0
HP M479fdn 1 0 0 0 0 0 0
HPM577 1 0 0 0 0 0 0
06. Parks&Recreation Total 23 13,734 6,757 9,260 6,037
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OfjSce City of Tustin
2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
-07. Police
HP CLJM452DN 2 2,760 5,249 2,488 1,095 2,355 1,259
HP CLJM577C 12 20,609 16,668 (3,941) 8,375 10,551 2,176
HP LJM401DN 1 0 0 0 0 0 0
HP LJM401N 2 81 63 (18) 0 0 0
HP LJM402DN 17 2,653 2,332 (321) 0 0 0
HP LJM604DN 3 834 1,127 293 0 0 0
Sharp MX507ON 1 380 296 (84) 38 147 110
Sharp MX6240N 2 18,232 10,065 (8,167) 16,431 19,759 3,329
07. PoliceTotal 40 45,550 :00 25,939 32,812 6,873
-08. Public Works
HP CLJM452DN 1 28 51 23 92 74 (18)
HP CLJM577C 2 340 374 34 470 514 45
HP LJM401DN 1 72 0 (72) 0 0 0
HP LJM402DN 6 1,943 227 (1,716) 0 0 0
HP LJM451DN 1 275 0 (275) 622 0 (622)
HP LJM604DN 2 1,445 811 (634) 0 0 0
Sharp MX407ON 1 922 0 (922) 1,604 0 (1,604)
Sharp MX507ON 1 1,371 1,621 250 797 1,997 1,200
Sharp MX607ON 1 2,437 1,398 (1,039) 2,782 2,133 (649)
HP LJM404DN 1 0 0 0 0 0 0
08. Public Works Total 17 8,833 4,482 6,367 4,718
-09. City Manager
HP LJM402DN 4 210 25 (185) 0 0 0
HP LJM451DN 1 196 15 (181) 369 13 (356)
Sharp MX507ON 1 1,154 88 (1,066) 1,514 766 (747)
Sharp MX607ON 1 2,471 422 (2,049) 8,800 7,238 (1,563)
09. City ManagerTotal 7 4,031 550 10,683 8,017
Grand Total 121 131,345 71,428 (60,178) 145,647 95,728 (50,283)
6. General Terms and Conditions
The successful company will be required to execute a City of Tustin Professional Services Agreement (Technology
Services) ("Agreement"). The successful company must meet all insurance requirements in the Agreement.
7. Inquiries
If prior to the date fixed for submission of Proposals, a prospective Company discovers any ambiguity, conflict,
discrepancy, omission or other errors in this RFP or any of its appendices or exhibits,the Company shall immediately
notify City of Tustin of such error in writing and request modification or clarification of the document. Modifications
shall be made by written Addenda to the RFP.
8. Completion of Proposal
Proposals shall be completed in all respects as required by this RFP. A proposal may be rejected if conditional or
incomplete, or if it contains any alterations or other irregularities of any kind and will be rejected if any such defect or
irregularity can materially affect the quality of the proposal. Proposals which contain false or misleading statements
may be rejected. If, in the opinion of City of Tustin's Selection Committee, such information was intended to mislead
City of Tustin in its evaluation of the proposal, and the attribute, condition,or capability is a requirement of this RFP,
the proposal will be rejected. Statements made by a Company shall also be without ambiguity, and with adequate
elaboration,where necessary,for clear understanding.
The Vendor, in responding to this RFP, must submit Proposals in the format identified in this RFP. The Proposal must
address all requirements of the RFP even if a "no response"is appropriate.
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OfjSce City of Tustin
2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Costs for developing Proposals are entirely the responsibility of the Vendor and shall not be chargeable to City of
Tustin. CITY shall not be liable for any costs incurred in response to this RFP, including but not limited to, costs for
any interviews, presentations, or other follow-up information necessary as part of the selection process. All costs
shall be borne by the Vendor responding to this RFP. The Vendor responding to this RFP shall hold City of Tustin
harmless from any liability,claim,and expense whatsoever incurred by or on behalf of the Vendor.
9. Delivery/Submission of Proposals
Proposal Due Date/Time: 11/12/2021 BEFORE 2:OOpm PDT
The City of Tustin has partnered with ProcureNow a fully automated web-based electronic bidding and vendor
management system. To get started, please click here, to register for an account. You may also subscribe to receive
our bid notifications by navigating here and clicking the green "Subscribe" button.
Proposal shall be submitted in form and manner outlined in Section 11. Proposal Format and Content. Proposals
documents shall submitted using the City on-line vendor portal.
CITY reserves the right to reject any and all proposals and to waive information and minor irregularities in any proposal
received. Acceptance of Terms and Conditions - Submission of a proposal pursuant to this RFP shall constitute
acknowledgment and acceptance of all terms and conditions hereinafter set forth in this RFP.
The time and date are fixed, and extensions will not be granted unless specifically stated by City of Tustin in an
addendum to this RFP. Proposals not received before the proposal due date and time will not be accepted.
10. Alternative Proposals
Only one proposal is to be submitted by each Company for this RFP. Multiple simultaneous proposals will result in
rejection of all Proposals submitted by Company. A Company may, prior to the proposal due date and time,
withdraw a proposal and submit a new proposal,so long as the new proposal is submitted before the proposal due
date and time.
11. Proposal Format and Content
Proposals should be prepared in such a way as to provide a straightforward, concise delineation of capabilities to
satisfy the requirements of this RFP. Responses should emphasize the Company's demonstrated capability to
perform work of this type. Emphasis should be concentrated on completeness and clarity of content.
Proposals shall adhere to the following format for organization and content. Proposals must be typed and
arranged/divided in the following sequence to facilitate evaluation:
a) Cover Letter
b) Statement of Understanding and Approach
C) Company Information
d) Company Personnel
e) Experience and References
f) Evidence of Insurance
g) Spec Sheet/Brochure for each Device Category
h) Completed Excel Exhibit B—Pricing Template
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eQOfjSce City of Tustin 8Page
2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
a) Cover Letter
The cover letter shall include a brief general statement of intent to perform the services and confirm that all
elements of the RFP and Exhibit A—Statement of Work have been reviewed and understood.The letter shall
include a brief summary of Company's qualifications and Company's willingness to enter into a contract
under the terms and conditions prescribed by this RFP.This section shall also include the key contact(s)for
the RFP coordination and their contact information.
b) Statement of Understanding and Approach
This section shall demonstrate an understanding of the projected organization wide Managed Print
Services. It shall describe the general approach, organization, and staffing required for the Services
requested.
Production Print recommendations. Please include a detailed overview of your Proposed Category#2 Color
Production Print technology and value proposition. Please ensure your proposed device meets all minimum
specs of the current device in place and a smaller footprint where possible.
Current Production Device Spec: SHARP MX-7500 Multifunction Color Printer, (Copy, Print, Scan, Fax), 75
ppm B&W/Color, B&W 1200 x 1200 dpi, Color 600 x 600 dpi, 15.4" (diagonally measured) color dot matrix
high-resolution touch panel tilting display 1280x800 dots (WXGA), 5GB RAM, ITB HDD, RJ-45 Ethernet
(10/100/1000Base-T), USB 2.0(2 Host ports,front and rear), USB 2.0(1 device port),AC 208-240 VAC,60 Hz,
20 Amps. Add-on: Fiery Color Print Server, Plockmatic Finisher and Folding Unit, GBC Punch Unit, Finisher,
Post Sheet Inserter, Full Bleed and Inline Trimmer.
C) Company Information
This section shall include contact person information, address and telephone number of the company
main office and branch offices. Each Company shall identify itself as to the type of organizational entity
(corporation, sole proprietorship, partnership, joint venture, etc.). Any supplemental information that
Company believes may be pertinent to the selection process may be provided.
d) Company Personnel
This section shall contain names, contact numbers and description of experience, including licenses
and/or certifications,of all key personnel who would be assigned to perform the Services. Members of the
Company's professional team (managers, contact person, etc.) should be identified by name and title and
should include contact phone numbers. Include also major subcontractors (if any) and their degree of
involvement in this program. If the Company is including any subcontractors, the Company shall identify
how long the Company has worked with the subcontractor.
e) Experience and References
Company shall provide at least three (3) references of clients for whom services have been performed
that are comparable in quality and scope to that specified in this RFP.The references shall include names,
addresses, and telephone numbers of the clients for whom prior work was performed and include an
explanation of the services provided.
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2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
f) Evidence of Insurance
Company shall acknowledge the acceptance of the City minimum requirements for CGL as follows.
Commercial General Liability(CGL)Insurance Certificate Requirements:
Contractor shall maintain in full force and effect during the term of their contract,a policy of commercial
general liability insurance with a limit of at least$1,000,000 per occurrence.
o Certificate Holder shall read: City of Tustin,300 Centennial Way,Tustin, CA 92780.
o CGL shall be primary as respects to the City and any other insurance maintained by the City shall be
in excess of this insurance and not contribute to it.
o Carrier has a current A.M. Best's rating of no less than A:VII and authorized to do business in the
State of California.
Two Required Endorsements: (CGL Policy number shall be listed on each endorsement)
1. Additional Insured Endorsement Naming"The City of Tustin, Its Elective&Appointive Boards,
Officers,Agents and Employees"as an additional insured
2. Primary and Non-Contributory Endorsement CGL shall be primary as respects to the City and any
other insurance maintained by the City shall be in excess of
this insurance and not contribute to it
g) Spec Sheet/Brochure for each Device Category
Vendor shall include a PDF Spec sheet with their submittal.
h) Pricing
Vendor shall complete(Exhibit B—Device PricingTemplate.xlsx)in the attached excel document. Vendor shall
include in the Exhibit B Template, any information/pricing on additional optional accessories that may be
a value to the solution but not a requirement in the standard configuration. Vendor shall include BW and
Color usage cost per page for each device type sheet and the NEMA plug requirement for each.
All Device Category pricing sheets in Exhibit B list an overview of the required minimum specifications and
feature that shall be included in the standard device category configuration.
Instructions for Completing Exhibit B—Device Pricing Template
Sheet 1:(Vendor Info Sheet)
Complete this Vendor Information Sheet which will populate your Company Name onto each of the following
pricing sheets templates.
Sheet #2 (Exhibit B -Total Cost Summary) is a detailed Cost Projection that will auto-populate with the
expected device quantity and projected volumes. The Summary Sheet links to the Vendor Pricing filled in for
each of the Category #1 to #12 Device Type MFP's allowing for both a BW and Color machine option for
future consideration.
Sheet#3 to #9 are the (Device Category#1 to #11 plus Category#12 Existing Printer Fleet) pricing input
templates. Vendor shall input their proposed discounted pricing for each Device Category with a standard
configuration that meets the minimum device specifications outlined in column L of each price sheet. Vendor
shall input their device pricing information in appropriate fields to include the Make, Model, MSRP,
Discounted Cash Price, optional 60 Mo. FMV lease payment along with the Per Page cost for both BW and
Color Usage. Each sheet will auto calculate the total MSRP and Cash Price for the Standard Configuration
eQOfjSce City of Tustin 101Page
2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
and will link those bid prices to (Exhibit B - Total Cost Summary) sheet for projected total quantity
calculations. Quantity and monthly usage projections are based on actual current fleet stats and are not
guaranteed.
Each device category sheet lists a BW only Configuration followed by a Color Device Configuration price
template. Vendor shall input any optional accessories/software solutions for each device that may be a value
to the company but not required in the standard configuration specifications. Additional
accessories/software not included in the initial RFP pricing template may not be part of the
department/community optional order process for future needs.
12. Addenda
Unless otherwise specified, any addenda issued during the time of bidding must be acknowledged in proposal cover
letter
13. Evaluation of Proposal
All proposals shall be firm offers and may not be withdrawn for a period of one hundred twenty (120) days following
the deadline date for submission of proposals noted herein. Submitted Proposals may be withdrawn at any time prior
to the submission deadline.
Evaluation of Proposals
CITY reserves the right to amend,withdraw, and cancel this RFP. CITY also reserves the right to reject all responses
to this RFP at any time prior to agreement execution. Furthermore, City of Tustin reserves the right to request
additional information about any and all Proposals that in CITY's opinion is necessary to assure that the
Company's competence, number of qualified employees, business organization, experience, and financial
resources are adequate to perform the Services. All Proposals will be reviewed to verify that the Vendor has
met the minimum requirements as stated in this RFP. Proposals that have not followed the rules, do not meet
minimum content and quality standards, and/or do not provide references will be rejected as non-responsive.
Proposals shall be consistently evaluated based upon the following criteria and scored in accordance with the
Proposal Evaluation Table 3(below):
• Demonstrated competence;
• Experience in performance of comparable engagements;
• Financial stability;
• Conformance with the terms of this RFP;and
• Reasonableness of cost.
Optional Vendor Interviews/Web Conference will be tentatively scheduled during the week of 11/29/2021.
Interviews/presentations will be conducted by the same members on the proposal evaluation panel. Dates and times
will be coordinated at that time after the evaluation of responsive proposals is complete, and the highest scoring
Vendors are determined. Candidates who have submitted the highest scoring proposals within a competitive range
as determined by City of Tustin will be invited to participate in the interview/presentation process.
The selected Vendor shall then enter into exclusive negotiations with City of Tustin to formalize the Master Contract
and Financing options. If City of Tustin is unable to obtain a fair and reasonable price or cannot reach agreement
regarding the terms for the Scope of Services, then City of Tustin will end negotiations with that Vendor and begin
negotiations with the next Vendor which best meets the needs of City of Tustin,and so on until a CITY and the Vendor
reach agreement.
CITY intends to select the Vendor that offers the best value to City of Tustin based on the criteria outlined in the RFP.
eQOfjSce City of Tustin 111 Page
2021 Managed Print RFP
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Proposal Evaluation Table 3
Detailed Proposer Scoring Process/MPS Proposal Scoring Template
Category#1 Technical Scoring
Effectiveness of Management Plan and Understanding of the Work. Total of 00 Possible
Points with 30%Scoring Weight
Completeness of Proposal and ability to communicate the Value Proposition to this specific project.
Max 50 Points
Technical Scoring of MFD device specifications and Technology Solutions Value to City of Tustin Project.
Max 30 Points
Acceptance of Contract Terms & Conditions of the SOW. Max 20 Points
Vendor'sCategory#2 Skills&Experience Scoring
Degree of the 00 Possible Points
with 30%Scoring Weight
Strategic Narrative on Managing Copier/Printer Fleet Replacement and Change Management Plan.
Max 30 Points
Vendor References and Case Study Narrative for similar implementations and success. Max 30 Points
Value of Finalist(s) Presentation and Technology Discussions. Max 40 Points
Vendor'sCategory#3 Cost Scoring
Total Overall S-Year Cost of 00 Possible Points
with 0• Scoring Weight
Proposer Calculated 5 Year Change Management Plan Cost Projection: as calculated in Exhibit B—Total Cost
Summary. Max 40 Points
Total Equipment Cash Price for 1,965 estimated Devices replacements as calculated in Exhibit B—Total Cost
Summary. Max 40 Points
Proposer's credit approved Master Lease financing options and terms. Max 20 Points
CITY intends to select the Company that offers the best value to City of Tustin based on the criteria outlined
above.
eQOfjSce City of Tustin 12 1 Page
2021 Managed Print RFP
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
XHIBIT A
Managed Print Statement of Work(SOW)
See PDF Attachment Provided
EXHIBIT E
Device Pricing Template
(Complete Attached Excel File and Submit with Proposal)
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
/Ai i/AL.nivirNT2
City of Tustin Managed Print Service 2022 RFP Final RFP Proposal Scoring - Finalist Selection
Category#1 Technical Scoring Sharp SBS C3 Tech IF M RC Xerox Century Circle MSP
Effectiveness of Management Plan and Understanding ofthe Work.Total of 100 28.8 29.5 1 27.9 26.4 24
Possible Points with 30%Scoring Weight
Max 50 Points: Completeness of Proposal and ability to communicate the Value
48 45 48 48 48 40
Proposition to this specific project.
Max 30 Points:Technical Scoring of MFD device specifications and Technology 28 20 29 25 20 20
Solutions Value to City of Tustin Project.
Max 20 Points:Acceptance of Contract Terms&Conditions of the SOW. 20 20 20 20 20 20
Category#2 Skills&Experience Scoring Sharp SBS C3 Tech CBE MRC Xerox Century Circle MSP
.- 00 Possible 18 17.7 18 18 17.4 15.9
Points with 30%Scoring Weight
Max 30 Points: Strategic Narrative on Managing Copier/Printer Fleet Replacement 30 29 30 30 28 28
and Change Management Plan.
Max 30 points: Vendor References and Case Study Narrative for similar 30 30 30 30 30 25
implementations and success.
Max 40 Points:Value of Finalist(s)Presentation and Technology Discussions. Max 40
Points
Category#3 Cost Scoring Sharp SBS C3 Tech CBE MRCXerox: Century Circle MSP
Total• i0 Possible Points with
40%Scoring Weight 38.4 34.4 37.2 33.6 24 i
Total 5 Year Proposal Cost Linked to Exhbit B $473,381 $473,918 $501,160 $514,923 $606,595 $395,252
Max40 Points: Proposer Calculated 5 Year Change Management Plan Cost 40 38 36 34 25 NA
Projection:as calculated in Exhibit B—Total Cost Summary.
Total Equipment Cash Price Linked to Exhibt B $161,775 $144,763 $153,642 $146,200 $335,409 $169,803
Max 40 Points:Total Equipment Cash Price for 25 estimated Devices replacements 36 38 37 40 25 NA
as calculated in Exhibit B—Total Cost Summary.
Max 20 Points: Proposer's credit approved Master Lease financing options and 20 10 20 10 10 NA
VendorVendors Sharp SBS C3 Tech CBE MRC Xerox Century Circle MSP
Total
Final RFP Scoring for Finalist Ranking(CBE and Sharp SBS are Finalists) 1 1 4 1 2 1 3 1 -5 6
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
City of Tustin Managed Print Service 2022 RFP Finalist RFP Proposal Scoring
Category#1 Technical Scoring Example Max Score Sharp SBS
Effectiveness of Management Plan and Understanding of the Work.Total of 00 Possible Points with 30 28.8
30%Scoring Weight
Max 50 Points: Completeness of Proposal and ability to communicate the Value Proposition to this
50 48 48
specific project.
Max 30 Points: Technical Scoring of MFD device specifications and Technology Solutions Value to City of 30 28 29
Tustin Project.
Max 20 Points: Acceptance of Contract Terms&Conditions of the SOW. 20 20 20
Category#2 Skills&Experience Scoring Example Max Score Sharp SBS CBE A
D• 00 Possible Points with 30% 30 29.4 27.6-1.
Scoring Weight
Max 30 Points: Strategic Narrative on Managing Copier/Printer Fleet Replacement and Change 30 30 30
Management Plan.
Max 30 points: Vendor References and Case Study Narrative for similar implementations and success. 30 30 30
Max 40 Points: Value of Finalist(s)Presentation and Technology Discussions. Max 40 Points 40 38 32
Category#3 Cost Scoring Example Max Score Sharp SBS CBE
Total • 00 Possible Points with 40%Scoring Weight 40 38.4
Total 5 Year Proposal Cost Linked to Exhbit B $0.00 $473,381 $501,160
Max 40 Points: Proposer Calculated 5 Year Change Management Plan Cost Projection:as calculated in 40 40 36
Exhibit B—Total Cost Summary.
Total Equipment Cash Price Linked to Exhibt B $0 $161,775 $153,642
Max 40 Points: Total Equipment Cash Price for 25 estimated Devices replacements as calculated in 40 36 37
Exhibit B—Total Cost Summary.
Max 20 Points: Proposer's credit approved Master Lease financing options and terms. 20 20 20
TotalVendors Example Max Score Sharp SBS CBE
.• . Score 100 96.6 93.9
Final RFP Score Ranking including Finalist Presentations 1 2
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B CHMENT 3
Exhibit A. Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
City of Tustin
MANAGED PRINT SERVICES 2022
STATEMENT OF WORK (SOW)
Service Level Agreement
THIS MANAGED PRINT SERVICES AGREEMENT (this "Agreement") is made and entered into as of
January , 2022. (the "Effective Date"), by and between the City of Tustin ("CITY"), and Sharp
Business Systems, ("Contractor"). City and Contractor may be identified herein singularly as a Party"
and collectively as "Parties."
1. Managed Print Services Requirements
1.1 Supporting Document,
In support of the awarded solution, and to ensure the Contractor meets all of City requirements, City
will use a series of consultants' change management plan documents to define procedures for each
operations area. These documents (based on existing policies and procedures) will be collected
into an Implementation &Change Management Plan summary and will be jointly finalized by City and
the Contractor.
1.2 Business Capabilities
Contractor shall provide the following business capability requirements:
Products
A. Multi-Function Device (MFD) and Desktop Printing Hardware
a. Contractor shall provide equipment to meet Cities business requirements for printing,
copying, scanning, and faxing.
b. Contractor shall provide maintenance and repair for device placements projected in
in (Exhibit B — Device Pricing Template).
B. Supplies and Consumables
a. Contractor shall supply all consumables required for image creation including toner
cartridges, developer, waste toner bottles, staples, and maintenance kits for all new
device installations.
b. Contractor shall have a consumables ordering and management process approved by
City.
c. All supplies must be OEM or CITY pre-approved compatible cartridges. If City is not
satisfied with any compatible cartridge performance, the Contractor shall replace the
cartridge and going forward, only supply OEM cartridges for that device at no additional
charge.
C. Software
City of Tustin Managed Print Services/Sharp SBS Agreement Page 1 of 14
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
a. In addition to dispatching technicians on-site, Contractor shall remotely monitor and
support the equipment to ensure timely and accurate resolution of problems.
b. City will install Contractor provided or Manufacturer Designated Device Monitoring
Software that will automatically gather and send Meter Readings to Contractor Billing
Department on a Pre-Scheduled Basis.
c. Contractor shall supply and support software for scanning, usage tracking, and fleet
monitoring.
d. Print Management Software shall have the ability for client log in with access to reports
and features.
Administration
A. Asset Management / Meter Usage Readings Software
a. The Contractor shall be solely responsible for obtaining and furnishing meter counts for all
equipment on a monthly or quarterly basis. Meter counts shall be accomplished without
staff intervention or inconvenience and at no additional cost to City.
b. Estimating of Meters is not allowed.
c. For non-networked small personal printers, City may accept a per device flat rate that
covers all toner and support without the need for meter readings.
d. City desires an on-line tool that allows for bi-directional data sharing of device location
updates, location contact information and IMACD changes.
B. Billing
a. Billing must allow for customizable fields per device for department codes, contact person,
contact number, device location address and other criteria. The usage report submitted for
billing must match with the monthly invoice.
b. Each department shall receive a summary invoice for all departmental costs on a monthly
basis. Method of delivery shall be determined with the Contractor.
c. Estimating of meter usage for billing will not be allowed.
d. All usage charges are to be billed in arrears and no base allowance or volume guarantee
shall be included in any department order.
e. On a Quarterly basis, an organization wide billing and usage report shall be generated to
reflect each department/community total devices, lease and/or usage charges for the
previous quarter. The report shall sub-total each division with the organization wide roll-up
of total costs.
C. Asset Management
a. Contractor shall update City project team whenever an Install, Move, Add, Change,
Decommissioning request is completed, (M.A.C.D).
b. Contractor shall provide certification for the wipe of hard drives or take other appropriate
action prior to Move,Add, Change, or Decommissioning of Contractor installed equipment.
c. Contractor shall contact the IT Department to schedule the install or removal of any MFD
or Printer and work within the approved security protocols.
d. The Contractor shall provide the ability to view invoices on-line via a secure customer portal
City of Tustin Managed Print Services/Sharp SBS Agreement Page 2 of 14
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Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
at no additional cost to City.
e. The Contractor shall provide an asset Management Portal that allows City to see device
inventory real time.
Services
A. Cost Savings Plan
a. City anticipates, on average, a 30%+ cost savings to the departments by implementing
the MPS Program. Contractor shall work within the consultant Change Management
Plan cost savings model and provide a verifiable savings report on an annual basis.
B. Department Assessments
a. Contractor shall work with CITY staff and/or consultant team to update site assessments
with new device detail to facilitate equipment optimization while staying within projected
cost savings goals.
C. When requested, Contractor shall provide Install, Move, Add, Change, and Decommission
(IMACD) all in-scope MFD's and Printers.
a. Install—Contractor shall perform the delivery, setup, and connection of equipment.
b. Move—Contractor shall re-locate an existing device from one physical location to another
physical location, reconnect and ensure machine is functioning properly.
c. Add —Contractor shall add a hardware or software component to an existing device.
d. Change—Contractor shall modify an existing configuration within an installed device.
e. Decommission—Contractor shall provide decommissioning and preparation for return of
equipment.
f. Contractor shall insure that all data on MFD hard drives is wiped upon removal from CITY
locations.
g. Contractor shall wipe hard drives or take other appropriate action as approved by City prior
to Move, Add, Change, or Install of any Contractor installed in-scope hardware.
D. Remote fleet monitoring and management.
a. Contractor shall use monitoring tools for print device usage tracking and to aid in fleet
optimization.
b. Provide City with portal access to view inventory and location status real time.
E. Contractor shall provide end user training on equipment.
a. For new MFD or Printer installation, Contractor shall coordinate/schedule onsite training
with Cities department end users.
b. Contractor shall provide follow-up training, as needed at no additional cost.
c. Contractor shall supply other types of training resources such as web based training, job
aids, support documentation, and self-help resources.
F. Contractor shall support Cities Change Management Plan.
a. Contractor shall work with consultant to finalize and implement the change management
plan based on current contract termination dates and community needs, as well as a
communication/marketing plan to introduce the managed print service to end users.
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Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
G. Contractor shall provide ongoing fleet optimization.
a. Contractor shall use monitoring tools, site assessments, new technologies, and other
resources to initially assess City of Tustin print environment and finalize
recommendations to optimize the print environment.
b. Contractor shall monitor the fleet in order to seek optimization opportunities on a quarterly
basis and stay within the change management plan cost savings guidelines.
2. Technical Requirements
2.1 IT Security Requirements
Confiauration Manaaement
A. The MFD system shall be configured to provide only essential capabilities, and to restrict the ability
to access and change MFD settings such as double sided printing, default black and white printing,
etc.
B. Unnecessary ports, protocols, functions and services shall be disabled. MFD settings shall be set
for printing from a selected set of IP addresses.
C. Contractor shall coordinate with CITY IT staffto ensure that MFDs are compatible with all existing and
future utilized applications.
Maintenance
A. The Contractor shall be responsible for implementing a security patch management program within
Cities policies/practices for implementation.
B. Authentication and authorization methods are required for remote maintenance and diagnostic
sessions. Remote maintenance and diagnostic activities shall be documented.
C. Remote maintenance and diagnostic activities shall be authorized, monitored, and approved
by City.
D. Only authorized maintenance personnel shall perform information system maintenance.
2.2 Retirement of Existing Leased MFD Contracts Roles and Responsibilities
Cities current fleet of Multi-Function Devices (MFDs) is contained within various lease/services
contracts, all of which will come to term over the next two in January of 2022.
City will obtain lease return instructions from the current lease Contractor and coordinate with
Contractor to remove and return the existing device at the time the new device is installed at no
additional cost for a return no more than 200 miles from City Hall.
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DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
2.3 Equipment Maintenance SLA's (Service Level Agreement)
Contractor shall provide maintenance service calls during City of Tustin working hours, Monday
through Thursday, 7:30 a.m. to 5:30 p.m. (PST), every other Friday, 8:00 a.m. to 5:00 p.m.
to exclude City of Tustin holidays. Under certain special circumstances, the Contractor may be
requested to provide support outside of regular business hours. After hours support shall be quoted
as an additional cost per hour.
Contractor shall provide full coverage maintenance on all parts, service calls, and scheduled
preventative maintenance calls at frequencies defined in the Manufacturer's specifications.
CustomerSuaaort
A. The Contractor shall provide a live person, toll-free phone line to place service calls, order
parts and supplies, as well as to provide technical support at no additional cost to City.
B. The Contractor shall, at no additional cost, respond to all emergency service requests within two
(2) hours and begin repairs within four (4) hours unless other arrangements are made.
C. The Contractor shall, at no additional cost, have a 24-hourtoll-free phone support line for hardware
and software issues, as well as available on-site technical support, Monday through Friday, 8:00
a.m. to 5:00 p.m. (PST).
D. If Contractor requires a machine to be removed from Cities premises for repair, Contractor shall
provide end users with a loaner machine of similar functionality for use during the period of the
repair.
E. Contractor shall be responsible for the work performed by any and all sub-Contractors engaged by
Contractor in support of the award of this contract, and persons directly or indirectly employed by
third parties.
Service Level Reauirements
A. Maintenance — Contractor shall provide full coverage maintenance on all contracted equipment
including, but not limited to, parts, service calls, and scheduled preventative maintenance support.
The Contractor's helpdesk will take all support calls and offer assistance over the phone via the
Contractor's remote diagnostic capabilities to get City up and running quickly. Should an on- site
technician be needed, an estimated time of arrival (ETA) shall be provided with a courtesy
follow up via phone.
B. Service Loaner— If the main copy/print engine is deemed inoperable and Manufacturer authorized
service personnel is unable to correct the problem within sixteen (16) working hours, City may
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DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
request a loaner of similar or upgraded features until the main copy/print engine is repaired at no
additional cost to City.
C. Minimum Service Response Times/ Uptime Guarantee
Contractor shall meet or exceed industry standards in response, repair, up, and down times as
defined in the section below.
a. Response Time Four(4) Hours Maximum (emergency service requests)
b. Repair Time Two (2) hours average
c. Minimum Uptime 98%
d. Maximum Downtime 2%
e. Response Time - Time measured from logging of service call until technician arrives
on scene or clears by phone.
f. Repair Time -Time required for a technician to troubleshoot, diagnose, and repair a copier
measured from arrival on the scene to completion of call. This does not include time
required for shipment of certain parts.
g. Minimum Uptime - Percentage of time machine is available for basic operation in
comparison to hours of operation as determined by City.
h. Maximum Downtime - Percentage of time machine is unavailable for basic operation in
comparison to the hours of operation as determined by City.
i. Emergency Service Request—Request for service when any of the three(3)main
functions is in operable. (Copy/Print/Fax) excludes preventative maintenance calls.
D. User Uptime
User Uptime Minimum Acceptable Level Objective
Percent of time users must City of Tustin's business and
be able to print, copy, fax, 98% operational uptime
and scan to print devices requirement. Measured
monthly.
a. Users must be able to print, copy, fax, and scan to Cities print devices 98% of the time.
b. Compliance is confirmed by service request and problem resolution records to determine
when users are down without both their main and backup devices for print, copy, fax, and
scan.
E. Uptime Guarantee — Contractor maintenance procedures shall be designed to average up to a
98% uptime; however, in the event the mainframe provided is not operational(excluding preventive
maintenance and operator preventable calls) during any 60-day period, Contractor will provide a
City of Tustin Managed Print Services/Sharp SBS Agreement Page 6 of 14
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
loaner of similar and upgraded features until the mainframe is repaired at no additional cost to City.
F. Replacement Guarantee — If the Contractor is unable to repair a problem, the Contractor
shall, at Cities request, replace it without charge with an identical model or, at the option of
manufacturer, with a machine with comparable features and capabilities. The replacement
device shall not be a model older than the device being replaced.
G. Replenishment/Replacement of Supplies
a. Supplies shall be received within (2)two working days of a low toner alert,with a full supply
set per printer stored on-site at all times or as agreed by the departments/community.
b. Contractor shall work with each location that has 10 or more devices to determine a
methodology for storing and restocking back up toner on-site.
c. Contractor will provide a documented process for each department and include the written
process in the quarterly review process.
H. Dispatched Repair Service
a. Per industry standards, a certified technician shall arrive on-site within (4) four hours of
service call being dispatched to Contractor 98% of the time.
i. Response time is measured from the logging of a service call until the
technician arrives at City department or resolved by phone.
ii. Repair time is the time required for a technician to troubleshoot, diagnose and
repair a machine measured from the arrival at City department to completion of
the call.
b. Repair SLA's
i. 50% of Print Devices are resolved within six (6) hours or less
ii. 95% of Print Devices incidents are resolved within 24 hours
iii. 100% of Print Devices incidents are resolved within 48 hours
c. A service call module on a customer portal that allows CITY administrators to see the
current status of open and closed service requests within three (3) hours.
d. Compliance is demonstrated by Contractor's date-stamped records of service call requests
and resolutions. The record shall clearly state when the on-site response took place,when
the request was resolved, and when the ticket closed with a satisfactory resolution. City
may review compliance quarterly.
I. Preventative Maintenance/ Copier Based MFD's
a. The Contractor shall provide preventative maintenance/cleaning of the contracted Copier
/MFD fleet to meet the PM schedule mandated by the manufacturer to include at minimum
the following requirements:
i. The PM/Cleaning call shall include at minimum the following:
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DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
ii. Cleaning the Paper Path.
iii. Cleaning Rollers.
iv. Clean the Copy Glass
v. Clean and Vacuum inside the paper trays.
vi. Wipe down the exterior of the device.
J. Billing
a. The billing shall be complete, accurate, on time, and easily audited.
b. Errors must not exceed 2% of the devices billed and the itemized errors and
corrections shall be received within twenty (20) calendar days after the end of the
following month.
c. City and the Contractor will agree on what information the invoice will contain, the
billing process between both parties, and how it will be formatted.
d. Contractor shall provide City with usage and billing statistics quarterly and/or upon
request by CITY staff or designee.
3. Contractor Reporting & Communication Requirements
3.1 Quarterly and Annual Account Reviews
Upon request, Contractor shall conduct an in-person Quarterly Business Reviews (QBRs) with
CITY staff or designee to discuss the status of the fleet. On a quarterly basis, Contractor shall provide
electronic reporting related to the activities in this SOW with the following categories and types of
reports:
A. Department printing volumes broken out by color and black &white per device;
B. Number and types of devices in the fleet summarized by department and organization wide;
C. Pro-Active over-and under-utilized equipment optimization/swaps;
D. Break/Fix volume of calls;
E. Change Management Plan status and IMACD tracking;
F. Knowledge Management information and/or support that will benefit Cities end users and
internal support teams;
G. A list of devices that experienced multiple repairs in the previous quarter, or re-occurring over
a 180-day period, along with an action plan/recommendation for permanent correction;
H. Ongoing continuous improvement relative to print throughout the entire CITY environment;
I. Billing Reports;
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DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
J. SLA Achievement Reports; and
K. Status of any additional projects.
These reports shall be made available in an electronic format quarterly or as requested.
3.2 General Communication Obligations
A. Contractor shall provide City with ninety (90) days' advance notice of any new models of
equipment or software proposed to replace end-of-life equipment or software.
B. Any new equipment or software proposed for deployment on Cities network shall be brought in
for prior testing and approval.
C. All replacement device pricing shall meet the same or lower cost level of comparable or equivalent
to the replacement Model capabilities, features, and accessories.
D. CITY staff or consultant will validate hardware, software, and services replacement pricing on
all future technology options added to the standard CITY wide MFD pricing template over the
term of this agreement.
E. New Model pricing is expected to be at the same discount levels as originally contracted as a result
of this RFP and may not be higher than those provided to other agencies of similar size and scope.
4. Resource Requirements & Qualifications
4.1 Key Personnel
A. The Contractor shall provide a dedicated Customer Support Team led by a Program/Project
Manager who shall have overall responsibility for all activities related to this project.
B. The Contractor shall provide an organizational chart listing the team members along with profiles
of their skills, qualifications, and responsibilities.
C. Contractor shall provide City with ten (10) days' advance notice when a Strategic Account
Manager will no longer be supporting City and schedule an introduction of any replacement
personnel.
D. City reserves the right to request a replacement of staff(s) not performing to Cities
expectations.
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DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
4.2 Dedicated Inside Customer Service/Support Personnel
City is looking for a single source Managed Print Services provider with experience in managing
national account business. Cities preference is a Contractor with internal non-sales support staff
dedicated to managing the customer relationship alongside the Sales Executive. This person shall
be experienced in supporting national account business.
Dedicated personnel shall be directly responsible for the fulfillment of all SOW and SLA commitments
with City in support of Contractor sales team and work to create and implement specific operational
practices including, but not limited to:
A. Continually monitor existing service levels and compliance to SLAs.
B. Provide interface between end-users, technical support, and resources to improve/maintain
customer satisfaction.
C. Act as the primary point of contact for all aspects of the contractual relationship with the customer.
D. Develop continual process improvements.
E. Work closely with Contractor operations team on implementation and deployment of print
technology and support services, including inventory collection and management, and
consumables management while monitoring adherence to all SLAs.
F. Facilitate quarterly/semi-annual performance reviews.
G. Resolve customer complaints and concerns by investigating problems, as well as
develop solutions and manage through to resolution.
H. Provide reporting metrics and tracking data as required to fulfill SLAs.
I. Develop and document implementation plan for each additional phase of the client Change
Management Plan.
J. Follow-through on mission critical activities identified by the Client and Internal Management.
4.3 Technical Support Personnel
A. Contractor shall be authorized by the original equipment manufacturer (OEM) to service the
City of Tustin Managed Print Services/Sharp SBS Agreement Page 10 of 14
DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
I C A L I F O R N I A Service Level Agreement
equipment during the entire term of the Contract. Proposer shall provide verifications with
proposal.
B. Contractor's service technicians shall be OEM trained and certified during the entire term of the
Contract. Proposer shall provide verification with proposal.
C. Contractor shall only use only OEM genuine or OEM approved parts and supplies to maintain the
equipment. Contractor shall have same-day or next-day delivery for parts and supplies, with the
parts delivered to City or brought in by a service technician.
Scope of Services
City of Tustin (CITY) is seeking proposals for Managed Print Services (MPS) to implement a single Contractor contract with the
ultimate goal to contract for services and technology for approximately 126 owned and leased Multi-Function Devices (MFDs) and
desktop printers/mfp at various CITY locations. CITY may optionally select more than one firm to perform the services. The selected
Company shall provide the services required in Exhibit A,Statement of Work,attached hereto and incorporated herein.
Organization MPS Goals
CITY anticipates, on average,a 30%+cost savings to the organization by implementing the MPS Change Management Plan. The goal
of this project is to put in place a Managed Print Service Contractor who will work alongside the consultant team (Eco Office Werks,
LLC) to implement the change management plan and deploy state of the art print technologies while reducing the environmental
impact of printing organization wide.
MPS RFP Requirements
The selected Contractor shall:
a) Provide fixed pricing for hardware, software, and related services on a 5-year master agreement and ensure all orders of
equipment stay within the new contact pricing,service level agreements and terms.
b) City of Tustin will not accept pricing or terms that require a piggyback of another entity negotiated contact. If Contractor
elects to use GPO pricing or other piggyback contracts,the terms outlined in this RFP and SOW will override and be primary.
All pricing & terms must be customized and approved directly with City of Tustin for the resulting master
agreement.
C) Provide pricing for eight(8) MFD standard Device Type configurations and three(3)desktop printer/MFP models and one
(1)Production devices that include a discounted cash price and optional lease for sixty(60)months fair market value(FMV)
option.
d) The City of Tustin will also be accepting proposals for an independent third-party master lease option. If this option is
implemented,the Contractor agrees to accept purchase orders based on quoted cash prices from City of Tustin's approved
IT Asset Lease Contractor.
e) Provide a cost per page per device/category pricing model for all service, supplies, toner, and staples for all contracted
devices on a pure usage-based model billed in arrears.Estimating of meter usage will not be allowed. No base or minimum
allowance charges will be accepted.
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DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
I C A L I F O R N I A Service Level Agreement
f) Work alongside the contracted consultant team to assist in implementing the change management plan based on current
contract termination dates and department/community needs.
g) CITY does not guarantee a minimum or maximum quantity of installations.CITY shall pay only for devices actually ordered
by City of Tustin and delivered, installed,and made fully operational by the Contractor.
h) Demonstrated Customer Service and Support capabilities and a quantifiable history of superior customer service are key
factors for CITY users and will play a significant role in award of the contract.
i) Be responsible for configuration on City of Tustin's network at the time of new deployment and for firmware upgrades
that might cause settings to be lost(with permission/assistance from IT)to ensure the M FDs can print from all applications,
scan to email,scan to fax,scan to network,scan to PC,etc.
Ji) Agree to all the terms, conditions, and processes outlined in Exhibit A— Managed Print Services Statement of Work and
any other stated requirements in the RFP, and any other agreed upon terms. The RFP Exhibit A - Statement of Work,
Exhibit B — Device Pricing and the Contractors Proposal Response will become part of the binding executed contract
between the Contractor and City of Tustin.
Remove Old and Install New Equipment:
Installation services shall be coordinated with the IT Department and include delivery, setup, and integration of the devices with
CITY's Local Area Network(LAN), including CITY's hardware and software infrastructure.
a) Installation services shall also include any and all equipment, materials, and supplies necessary to provide the services
including all labor, materials,delivery,assembly,and installation,as applicable.
b) The Contractor's installation shall include configuration on each unit and equipment shall be made fully operational by
Contractor including all copying, duplexing, sorting, stapling, scanning - to email, to fax, to network, to PC, etc. — and
printing functions.
C) Upon request,the Contractor shall also remove the existing MFD being replaced and ship the device to current Contractor
lease return location. Storage of current devices for a short period of time may be required for the full coordination of the
lease return process. CITY will obtain all approvals needed to move and store the equipment from the current Contractor
prior to this service being requested. This service shall be included at no additional cost.
d) When removing or swapping Contractor installed units, Contractor shall coordinate with IT to certify the security wipe of
the existing hard drive, as well as ensure it has occurred prior to lease device being returned or disposed at contract end.
This service shall be included at no additional cost.
Training: Contractor shall provide training to all appropriate CITY staff to ensure a seamless implementation of equipment and
systems during the installation process and after the systems have been initiated,tested,and proven fully operational.
a) Such training shall be of sufficient depth and scope to allow a complete understanding of the proper operations and use
of the machine to include how to use the scan,copy,print and fax capabilities.
b) An overview of the device control panel and printer drivers.Demonstration of replacing toner,staples,paper and removing
paper jams.
C) When requested, Contractor shall conduct all training sessions onsite at City of Tustin's premises with its own personnel
or with outside factory-authorized sources; however, in each case the trainer must possess sufficient skill and knowledge
to achieve the desired level of training in a timely and competent manner.
d) Contractor shall also provide all necessary training materials via a customized web-link
e) Contractor shall provide extensive training to specified CITY staff related to proper operation of the departmental copiers,
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DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
I C A L I F O R N I A Service Level Agreement
including proper use of all copy, print,and scan features.
f) For locations with 10 or more devices, Contractor shall provide periodic training (not less than two (2) classes/one (1)
training per day) per calendar month to accommodate new end-users,as well as to provide refresher training for general
users.
g) Training shall be provided at no additional cost.
Customer Service/Support: CITY is seeking a single Managed Print Services provider with experience in managing major account
business. CITY's preference is a Contractor with internal non-sales support project management staff dedicated to managing the
customer relationship alongside the Sales team.This person shall be experienced in supporting similar national account business and
provides the following customer support responsibilities:
a) Directly responsible for the fulfilment of all SOW commitments with City of Tustin.Work to create and implement specific
operations practices including:
b) Continually monitor existing service levels and compliance to SOW terms.
C) Provide interface between end-users,technical support,and resources to improve/maintain customer satisfaction.
d) Follow-through on mission critical activities identified by City of Tustin.
MPS Hardware Specification and Pricing Table
See Exhibit B—Device Pricing Template
City of Tustin Acceptance: Sharp SBS Acceptance:
Date: Date:
Name: Name:
Title: Title:
Signature: Signature:
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DocuSign Envelope ID: BEEAB75A-8508-4310-BF6D-8D90EB180C2B
Exhibit A: Statement of Work (SOW)
A L I F 0 R N I A Service Level Agreement
Exhibit B —Device Pricing Table
ColorNew Device Category Make Model# MSRP Price Bid Cash Price BW Per
Per Unit Per Unit Page Rate Page Rate
Category#1 BW MFP Sharp MX-M7570 $39,240 $10,475.06 $0.0035
•.. . . Sharp MX-809ON $113,905 $36,219.54 $0.0035 $0.0350
Category#3 BW MFP Sharp MX-M6071 $23,645 $6,863.71 $0.0035
.. . . Sharp MX-6071 $30,130 $8,587.67 $0.0035 $0.0350
Category#5 BW MFP Sharp MX-M5071 $18,415 $5,500.94 $0.0035
. . Sharp MX-5071 $26,450 $7,192.70 $0.0035 $0.0350
Category#7 BW Personal Printer Sharp MX-B467F $2,663 $914.29 $0.0035
.. . . . . Sharp MX-C407F $4,997 $1,607.63 $0.0035 $0.0350
Category#9 High Volume BW Desktop
Sharp MX-B427PW $2,384 $498.47 $0.0147
Printer
.. . . .. Sharp MX-C357F $3,997 $1,335.53 $0.0147 $0.0730
Category#11 Personal BW Desktop
Sharp DX352P $640 $292.52 $0.0130
Printer
See Category#12 Sheet
• •• ••• • •• $0.0220 $0.1350
OEM Toner
• See Category#12 Sheet
$0.0112 $0.0595
Generic Toner
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