5-BPM004656 Solicitation Attachment 10 - Method of Approach_IRM.pdf

Method of Approach

Solicitation No. BPM004656

Document Management Services

Arizona Department of Administration

State Procurement Office

100 N 15th Avenue

Phoenix, AZ 85007

The Offeror shall provide a narrative response to each question that demonstrates their understanding of the Scope of Work requirements and describes your company’s overall method of approach for providing the service stated in this solicitation. If there is a question that is not applicable to the services required by the Scope of Work, you may mark it N/A.

Question 1: Executive Summary

In the Executive Summary, the Offeror must condense and highlight the contents of their proposal in such a way as to provide the

State with a broad understanding of the proposal in no more than five (5) pages. Offerors must provide a concise summary of the proposed products to be utilized in the performance of the project and any proposed services, and how these proposed products and services address the requirements presented in the RFP.

Offerors must present a summary of their planned approach, their past successful public sector assignments that mirror the

Scope of Work, and highlight the relevant public sector experience and previous projects worked jointly by all proposed key personnel included in the proposal.

Offeror Response:

Iron Mountain’s response to this question is considered confidential information. Please refer to Confidential - Supplement - Iron Mountain Attachment 10.

Question 2: Overall Method of Approach

A. Please explain in detail how you would manage the requirements specified in the solicitation, in Section 3.0 Scope of Services (3.1 Part One and 3.2 Part Two, as applicable).

B. Please describe how you consult with the customer on their proposed job, including the types of questions you ask to best understand the project, the suggestions you may make to help the customer obtain the proper outcome at the most effective cost, etc. Provide a blank Job Plan template for review, to demonstrate your firm’s understanding of the requirements of a Job Plan that shall be presented to each customer for requested service.

C. Describe how you work with a Customer for an on-site imaging job. Topics should include, but not limited to: movement of equipment, power required, space required, security on site, job force background checks and supervision, minimizing impact on customer operations, meeting customer’s special security requirements, etc.

D. Describe how your firm manages and controls the customer’s documents from pickup at the customer site through the return of the documents to the customer. Include an explanation of any additional measures your organization takes which demonstrates your commitment to the safety and security of the customer records.

E. Describe the flow of the documents through the imaging process and how you ensure that all records are processed, controlled and securely stored while in your possession. This would include description of any tracking software you use. Also, describe how you would comply with a request from the Customer regarding the temporary return of individual record/files.

F. Describe how your firm prepares (and restores) source documents submitted for imaging.

Address full range, from simple, uniform files to mixed jobs with small documents, pencil marks, fragile documents, hard to read originals, etc.

G. If there are post-it notes on the document to be scanned, how would you handle this situation?

H. Describe your firm’s procedures for capturing the best possible image for the customer and communication any special actions taken.

I. Provide a template of a standard progress report for an imaging job that will be provided to a customer when requested.

J. Describe the different processes you use to index documents. Explain when you would use each and describe the measures you take to provide the customer with the most cost effective approach.

K. In relation to document imaging services, list and describe each media output method your firm can provide to customers (i.e. CD, secure file transfer protocol [SFTP], etc.)

L. In accordance with section 3.2 Part Two under section 3.0 Scope of Services of the Scope of Work, can you please describe how your proposed document management solution will create, store, retrieve/find, share, secure, manage, archive and dispose of the information contained within the solution?

M. How does your proposed system capture and index documents from remote users through either a web-based connection or a disconnected method? Does your system have mobile capability?

N. Can the system integrate with other devices (e.g. multi-function printers) and email clients for getting documents onto the system?

O. How does your proposed solution handle duplication of records within the system?

P. How many APIs are available for your proposed solution and/or what IT platforms or enterprise solutions/operating systems does the solution integrate with? Please list them. Are they included in the price of the solution or at an additional cost?

Q. How scalable is your solution? Do you have multi-tenancy options?

R. Can users write notes, redaction, highlights or other such changes to documents on the system?

S. Please describe your implementation processes and procedures.

T. Wherever applicable, please describe your licensing model. For example, is it a subscription license or perpetual license?

U. Do you have any community type licensing model?

Offeror Response:

Iron Mountain’s response to this question is considered confidential information. Please refer to Confidential - Supplement - Iron Mountain Attachment 10.

Question 3: Customer Service

A. How do you evaluate customer satisfaction? Please describe your quality of service metrics in detail.

B. What is your help desk availability? Do you offer a toll-free customer service number? Please provide the phone number, days of the week and hours of service, and the average hold time during peak hours.

C. Please state your escalation procedure.

D. How are support issues logged? Is there an issue status report?

E. What is the average response time for responding to a customer’s question, price quote request or complaint?

F. What systems or software do you utilize to manage accounts?

G. How do you make changes to your services based on the feedback you receive, and how often?

Offeror Response:

A. Iron Mountain strives to provide the industry’s highest quality service. In this pursuit, we instituted the Operational

Excellence Program (OEP), which outlines our corporate process for focusing on the customers’ needs, keeping employees empowered and positive, and continually improving the current activities in the workplace. As part of this program, we actively collect feedback from customers to measure their satisfaction and ensure that the lessons we learn today guide our work on behalf of customers tomorrow.

Using the Voice of the Customer Program (VoC) program, Iron Mountain gathers critical information on the overall customer experience through key interactions and a loyalty survey. The following quality metrics are used to measure our customer experience:

● Customer Effort Score

● Key Performance Metrics

CUSTOMER EFFORT SCORE

We have implemented the Customer Effort Score (CES) which is a customer experience metric used to evaluate a customer’s experience with a particular Iron Mountain touchpoint or interaction. Customers are asked to rate their experience by responding to the following question: “How would you rate the ease or difficulty in your interaction with Iron Mountain?”

Customers provide answers on a five-point scale ranging from “Extremely Difficult” to “Extremely Easy.” We can adjust the question based on the particular encounter. For instance, if the measurement takes place after a customer care case is closed, the question reads: “How would you rate the ease or difficulty in completing your inquiry with Iron Mountain Customer Care?”

KEY PERFORMANCE METRICS

We also track several customer service metrics to assure service excellence. We track call volumes and peak activity periods during the day, and we then staff our team accordingly to ensure prompt responses. Calls are also monitored to assess the service quality. Supervisors can remotely observe real-time calls in an effort to confirm the quality of customer care.

B. Iron Mountain offers the State ongoing, reliable customer care as follows:

● Toll-free customer service number: (800) 934-3453

● Availability and hours of service: 24/7 availability and 365 days per year

Whether during peak or standard hours, Iron Mountain typically responds to help desk calls within minutes, but response time fluctuates based on call volumes.

Our dedicated InSight customer care team is also available 24/7 and 365 days per year. The InSight Help Desk details are:

● Phone number: (855) 677-7528

● Email: InSight@ironmountain.com

● Chat via the InSight platform

C. Iron Mountain strives to solve issues quickly and thoroughly as our assigned Customer Success Manager (CSM) is responsible for customer satisfaction and will be the main point of interaction for the State. However, we understand that some unique support concerns may require additional levels of engagement.

The purpose of our escalation procedure is to provide guidance and a clear framework for issue management and escalations throughout the life of the contract. Outlined below are the typical stages involved in our escalation procedure:

STEP 1: SUBMIT ISSUE

The State will submit issues via email to the following dedicated Customer Support Manager listed below:

● Adair Pesini, Customer Success Manager, (610) 454-3082

● adair.pesini@ironmountain.com

Dedicated to Customer

Satisfaction

We frequently gauge our customer’s satisfaction to ensure we are meeting, and exceeding expectations. Iron Mountain has achieved:

● 16 Net Promoter Score versus the B2B average of 12

● 74% of customers surveyed are extremely satisfied or satisfied with our service

For security purposes, the person submitting the escalation must be set up as an authorized user on the account. The escalation submission should contain the following information:

● Customer Account ID.

● Authorized user name, address, phone, and email.

● Details regarding the issue.

STEP 2: ESCALATE TO SUPERVISOR

Expedient issue resolution is a critical element of Iron Mountain's Operational Excellence Program. In the event of an urgent issue, Iron Mountain’s Customer Success Manager, Ms. Pesini, will work directly with the State’s POC to remediate the deficiency with appropriate corrective action. All remediation plans will include service level agreements for how quickly an issue or unserviceable request will be reported to the State, delivery of the correction action plan, and procedures for determining a timeline to resolve the issue.

Should a specific case require further escalation, Ms. Pesini will escalate the concern to a Customer Care Supervisor.

Management will work to resolve the issue and identify any process gaps to prevent future occurrences. Our trained, professional staff and our systemic quality assurance mechanisms will provide the State with timely, responsive solutions to any issues that may arise.

D. Our Customer Care Team uses Salesforce to log support issues. Using this tool, we create issue status reports on issues. The Customer Care Team tracks and resolves all customer requests and service tickets. Salesforce allows us to identify customer account and user information, and email communications are ingested and organized within Salesforce by the associated case ID. Additionally, representatives can see recent requests for a particular customer and can research closed or open requests within the system.

E. Response times for responding to customer questions, requests for quotes, or complaints will largely depend on the individual request. These requests will be handled by our assigned CSM, and as an example, a question or complaint may be addressed that same day, while a price quote or contract renewal may require a few weeks.

Additionally, Iron Mountain maintains a 24/7 Help Desk for problem reporting and ticket creation that cannot be handled by the assigned CSM. This service handles Level 1 triage and support and will respond immediately. For issues that cannot be resolved by the Help Desk, they will be escalated to Level 2 and higher support, depending on the complexity, severity, and impact of the issue. The problem resolution time depends on the nature and complexity of the issue.

F. Internally, our customer service team uses Salesforce to manage accounts. Functions of Salesforce that support effective customer service include:

● Maintaining customer account and user information

● Tracking and managing all customer requests

● Capturing, categorizing, routing, handling and reporting customer concerns

● Tracking of any escalated issues to research closed or open requests in the system

Iron Mountain customers have the ability to manage their accounts through IMConnect. Our inventory management system, SafeKeeperPLUS (SKP), manages the physical movement of customer inventory in our possession, and customers can use IMConnect to view and track all of their records online. IMConnect provides a powerful research tool that enhances the value of archived information.

G. Iron Mountain is committed to continuously improving our service for our customers. To support this goal, we institutionalized our Operational Excellence Program (OEP) to actively monitor and manage quality during the performance of our contracts. The overall result of our OEP is an improved customer experience. As we become more efficient, we increase the quality and service levels with our customers. We make changes to our services based on customer feedback with the following frequencies:

● Each quarter, we review results and set targets for performance around service, quality, and production.

● We perform root cause analysis on any safety and security incidents on breakdowns in the chain of custody procedures.

● We provide support for operations to achieve the targets.

● Each week, we share scores with team members, indicating how well each market/territory/area performed against the targets.

Question 4: Quality Control

A. How do you measure the quality of the Document Management services you provide?

B. Describe your firm’s quality control procedures throughout the different phases of a document imaging project. Also, describe the different levels of quality control/quality assurance you provide to your customers.

C. Describe the accuracy of your firm’s imaging process. What is your firm’s accuracy rate? How is that rate calculated? How often does your firm assess the accuracy of your output?

D. Please describe the quality control process for your document management solution.

E. What is your fault rectification procedure?

F. What is your disaster recovery plan? Please also provide details regarding the below items and include timeframes for recovery:

a. Method for providing disaster recovery for both physical (e.g. paper source materials) and electronic data.

b. Method for providing disaster recovery in situations where your own business continuity may be compromised. That is, how can Customers access their data if your business operations are not functioning?

Offeror Response:

Iron Mountain’s response to this question is considered confidential information. Please refer to Confidential -

Question 5: Maintenance and updates

A. If applicable, what types of document imaging services have you added in the past three years and will add in the next three years?

B. How often is your document management system down for maintenance?

C. How often do you perform system upgrades?

D. What is your procedure for informing users of unplanned and planned maintenance?

E. If applicable, what new developments do you envision with your document management solution over the next five years?

Iron Mountain’s response to this question is considered confidential information. Please refer to Confidential – Supplement – Iron Mountain.

Question 6: Reporting

A. In relation to document imaging, please provide a template of a standard progress report for a document imaging job that will be provided to a customer when requested.

B. In relation to your document management solution, what standard reporting options do you offer?

Is there any additional cost?

C. Is it possible to configure reporting to meet the Customer’s needs? If so, please describe in detail.

D. What other software or applications can read your report types?

E. Are the reports stored, and if so where?

F. Are the reports easily accessible and for how long?

G. Please describe your audit tracking reports, including how users can compare reports against each other to determine which action plan to take.

Offeror Response:

Iron Mountain’s response to this question is considered confidential information. Please refer to Confidential -

Question 7: Training

A. Please provide a detailed description of the training approach and how knowledge in correlation to your document management solution will be transferred to the end-user.

B. Do you provide detailed web interface training courses?

C. Are you able to offer on-site training courses?

D. Do you have any training videos available either on your website or others?

E. Can potential customers preview training prior to signing a contract?

F. Can an organization tailor training to their operations?

G. Do you provide a train-the-trainer technique within your training offerings?

H. Do you have a website dedicated to training?

I. Do you provide guidance on creating and developing the customer’s administration and support team?

J. Is there an opportunity for the technical staff to interact with QA and Development staff to get answers to questions, understand the product road map, and provide feedback to support future product growth?

Iron Mountain’s response to this question is considered confidential information. Please refer to Confidential - Supplement - Iron Mountain Attachment 10.