5-BPM004656 Solicitation Attachment 9 - References.pdf

References

Solicitation No. BPM004656

Document Management Services

Arizona Department of Administration State Procurement Office

100 N 15th Avenue Phoenix, AZ 85007

The State intends to conduct reference checks for accounts referenced provided by Offerors. It may, at its sole discretion, contact additional clients not presented as references. Offerors shall provide at least three (3) client references for assignments that replicate or mirror the requirements of this RFP. At least one (1) of the projects referenced must be Arizona government related. All assignments shall be for assignments received and completed within the last five (5) years.

1 Client Company/Address Contact Begin Date End Date

Arizona Department of Revenue 1600 W. Monroe St Phoenix, Arizona 85007

Travis Gallegos Deputy Assistant Director, Processing District

2017 Present

Phone Number Email Address

602-716-7096 tgallegos@azdor.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project (major milestones)

In 2017, ICM did a Tax Records pilot project with ADOR. This pilot project grew into a regular digitization partnership between ICM and ADOR’s Tax/Treasury business units that went into full force starting in November 2020.

In May 0f 2018, per a referral from the original interested parties at ADOR, ICM begun a project with the HR department, the scope of which is a traditional “full solution” job plan covering archive records digitization, and implementation of our ViewCenter Document Management Platform to not only become the secure repository for the archive of personnel records, but a centralized place for all new records generated going forward for active and termed personnel.

Meanwhile, ICM has established a daily, “day forward,” full service digitization process for Tax/Treasury, providing the service to prep, sort/categorize, date, scan, apply digital DLN, and reassemble tax records with a volume of roughly 400,000-500,000 records, equating to ~3.5 – 4.0M images per year. This service has allowed ADOR to improve process times for incoming tax records and making refunds faster for ADOR’s customers!

Per ADOR, by April 2022, ICM’s services allowed ADOR to exceed ADOR’s “initial goal of 70 days to process income returns. Due to <ICM> picking up and opening the mail right away <ADOR has> been able to process income returns in 37 days for February and 19 days for March.” This also helped ADOR reduce wait times by “50%, or 40 days from last quarter. Which means customers will receive their money much quicker in turn reducing call volume and duplicate returns.” In 2022, ICM also started providing the service to provide a daily manifest of SSNs that were digitized that day. The goal of this process was to help ADOR expedite responses to customers who inquire about their refund. By April 2022, the SSN manifest had “already decreased duplicate returns by 34% or 1,300 returns for tax season thus far.” To further enhance the experience for ADOR, ICM has recently created an ADOR team who is solely dedicated to processing ADOR records. Other ICM team members are trained on ADOR processes to accommodate the large volume increase during tax season so that agreed turn times are not compromised.

List job positions provided and technologies utilized to supplement services.

Chief Revenue Officer, Director of Project Operations, Director of Sales, Director of Customer Success, Logistics Team, ADOR Team Manager, Document Imaging Specialists. Courier services, document prep, specialized document/data processing, production-level document imaging and data capture, digital delivery, and the implementation and support of our ViewCenter Document Management Platform.

mailto:tgallegos@azdor.gov

State Procurement Office

2 Client Company/Address Contact Begin Date End Date

Arizona Department of Transportation 206 S. 17th Avenue, Phoenix, Arizona 85007

Reza Karimvand, P.E.

ADOT Digital Delivery Lead / Standards & Compliance Engineer

2016 Present

602-716-7640 rkarimvand@azdot.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project (major milestones)

Since 2016, ICM has had the pleasure of being ADOT’s document management partner. Initially starting with software solutions, in 2020, ICM was selected as the trusted vendor to assist in the imaging and data capture as part of a wide-ranging, multi-year digital transformation comprising office and infrastructure renovation across the entire agency! To date, ICM has provided professional scanning services of both paper, large format engineering drawings, microfiche, and microfilm for the Environmental, Maps, Titles & Research, and Bridge business units.

List job positions provided and technologies utilized to supplement services.

Director of Project Operations, Director of Sales, Director of Customer Success, Logistics Team, Document Imaging Specialists. Courier services, document prep, specialized document/data processing, production-level document imaging and data capture, and digital delivery.

3 Client Company/Address Contact Begin Date End Date

Arizona Department of Public Safety 2222 W Encanto Blvd, Phoenix, AZ 85009

Beth Brady Crime Laboratory Manager

2006 Present

602-223-2798 ebrady@azdps.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project(major milestones)

AZDPS has an on-premise ViewCenter solution that was first implemented in 2006 for a single department, before growing into a full Enterprise License, comprising many departments including ACCT, Commercial Vehicles, Concealed Weapons, Criminal History, HR, and Student Transportation (to name a few). One of the more recent projects was a digitization project for the Crime Labs unit. This project included over 900 boxes of Databank files, Reports, PTs, Elisa QC Records, Database Batches/Batch Reviews, and Intox Certs. In addition to the scanning, Crime Lab needed additional ViewCenter collections to be created that were customized to their records.

AZDPS also has an import tool in place for ViewCenter to communicate with other systems to minimize manual indexing when AZDPS employees add records to ViewCenter. AZDPS also has a linked public portal that allows the public to access select records that are stored in ViewCenter.

List job positions provided and technologies utilized to supplement services.

Director of Project Operations, Director of Sales, Director of Customer Success, Logistics Team, Document Imaging Specialists. Courier services, document prep, specialized document/data processing, production-level document imaging and data capture, digital delivery. The implementation and support of our ViewCenter mailto:rkarimvand@azdot.gov mailto:ebrady@azdps.gov https://psp.azdps.gov/

State Procurement Office

Document Management Platform, IT Professional Services for custom enhancements, and integrations with a number of DPS line of business applications.

4 Client Company/Address Contact Begin Date End Date

Arizona Board of Dental Examiners 1740 W. Adams Street #2470, Phoenix, Arizona 85007

Kristina Gomez Deputy Director

2019 Present

602-540-2285 kristina.gomez@dentalboard.az.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project(major milestones)

Before engaging with ICM, the Dental Board was storing records in paper format at their office and at off-site storage. They were looking for a solution to make records requests more efficient for their staff and, as a result, provide faster customer service. Additionally, the cost to store hundreds of boxes off-site was significant. To solve these problems, ICM digitized their records and implemented ViewCenter. To date, Dental Board has ~56,000 records in ViewCenter and ICM will be creating a data import tool to leverage licensee data from other systems to minimize manual indexing of newly added records going forward.

List job positions provided and technologies utilized to supplement services.

Director of Project Operations, Director of Sales, Director of Customer Success, Logistics Team, Document Imaging Specialists. Courier services, document prep, specialized document/data processing, production-level document imaging and data capture, digital delivery. The implementation and support of our ViewCenter Document Management Platform, IT Professional Services for custom enhancements.

5 Client Company/Address Contact Begin Date End Date

Arizona Department of Corrections 1601 W Jefferson St, Phoenix, AZ 85007

Alex Benlein HR Operations and Benefits Administrator

2022 Present

602-255-2437 abenlein@azadc.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project(major milestones)

In 2022, AZADC was looking to digitize their HR records for digital storage and management to reduce storage space and make records more accessible, especially for employees working at remote locations. ICM provided the service to digitize the existing records and implement ViewCenter. User permission restrictions in ViewCenter were important to restrict protected documents access to the “Executive” team. ICM structured AZADC’s ViewCenter to accommodate this restriction. The backfile scanning for this project included almost 353,000 images!

List job positions provided and technologies utilized to supplement services.

Director of Project Operations, Director of Sales, Director of Customer Success, Logistics Team, Document Imaging Specialists. Courier services, document prep, specialized document/data processing, production-level mailto:kristina.gomez@dentalboard.az.gov mailto:abenlein@azadc.gov

State Procurement Office document imaging and data capture, digital delivery, the implementation and support of our ViewCenter Document Management Platform, custom IT Professional Services.

6 Client Company/Address Contact Begin Date End Date

City of Apache Junction (Contract Coop Member) 300 E. Superstition Blvd, Apache Junction, AZ 85119

Jennifer Pena Deputy City Clerk

2020 2021

480-982-8002 jpena@ajcity.net

Event Scope and deliverables, include number of resources engaged in project, timeline of project(major milestones)

At the end of 2020, ICM provided digitization services to scan paper records for the City Clerk’s office including Ordinances, Council Minutes, Resolutions, and Boards & Commissions records. Being as though these records have a permanent retention policy, the paper records could not be destroyed after digitization. The main goals for digitizing were to improve response times for records requests, free up space (by storing off-site after digitization) and improving preservation by having an additional copy in a different format (digital vs paper).

List job positions provided and technologies utilized to supplement services.

Director of Project Operations, Director of Sales, Director of Customer Success, Logistics Team, Document Imaging Specialists. Courier services, document prep, specialized document/data processing, production-level

7 Client Company/Address Contact Begin Date End Date

Arizona Board of Peace Officer Standards & Training 2643 E. University Drive, Phoenix, AZ 85034

Michael Orose Program Administrator

2019 Present

602-774-9354 micheaelo@azpost.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project(major milestones)

When ICM and AZPOST started working together in 2019, AZPOST had ~300 boxes of files for new hires and academies in an on-site storage room. Due to space restrictions and making accessibility more efficient, AZPOST awarded ICM the opportunity to digitize these records and implement ICM’s ViewCenter for secure but easy access to records. To date, AZPOST’s ViewCenter stores over 46,000 records!

List job positions provided and technologies utilized to supplement services.

Director of Project Operations, Director of Sales, Director of Customer Success, Logistics Team, Document Imaging Specialists. Courier services, document prep, specialized document/data processing, production-level document imaging and data capture, digital delivery, and the implementation and support of our ViewCenter Document Management Platform.

mailto:jpena@ajcity.net mailto:micheaelo@azpost.gov

State Procurement Office

8 Client Company/Address Contact Begin Date End Date

Mohave County Recorder’s Office (Contract Coop Member) 700 W. Beale Street, Kingman, Arizona 86401

Robert Ballard, CIP, CH-ERIM Mohave County Records Manager

2020 2020

928-753-0701 Ext 4597 ballar@mohave.gov

Event Scope and deliverables, include number of resources engaged in project, timeline of project(major milestones)

Mohave had many of their historical land records, deeds, dockets, mortgages, death certificates, and other important documents stored on 16mm microfilm. When a record was requested, the Recorders Office had to do some research to identify which microfilm roll had the requested records, which was a time-consuming process.

Additionally, some records that had been digitized onto microfilm were either missing pages or, for quality purposes, needed to have retakes. Because it is impossible to insert images into a document that was previously scanned to microfilm, the Recorders Office had to scan them onto a completely different roll and indicate that these images were retakes. In 2020, Mohave County awarded ICM the opportunity to digitize over 469 rolls of microfilm for upload into Mohave County’s Tyler Eagle Recorder Document Management System. This conversion resulted in over 924,000 documents containing over 1,000,000 images.

List job positions provided and technologies utilized to supplement services.

Director of Project Operations, Director of Sales, Director of Customer Success, Logistics Team, Document Imaging Specialists. Courier services, document prep, specialized document/data processing, production-level mailto:ballar@mohave.gov