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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:

Project Summary

The State of Arizona wants to establish a contract with multiple vendors to furnish all labor, materials, and supplies necessary to perform a full range of scanning, archiving, document control and other related services on an "as-needed" basis. Source documents for conversion may include, letter, legal, general ledger, engineering drawings, microfilm, microfiche and aperture cards. Services may include inventorying, packing, shipping, storing, and various forms of document destruction. All source documents will be transported by SecureOne employees using company owned vehicle. Original source documents will not be transported outside the State of Arizona.

Individual entities with The State of Arizona will define the specifications required for each project in the form of a Job Plan. Source documents (types and sizes), Scanning preference (200-600dpi, black and white, color, greyscale), Quality Assurance Level (100%, 50%, 20%), Indexing requirements (number, types, and locations of index fields), delivery file format (tiff, pdf), delivery media (CD, DVD, Blu-ray USB, and SFTP), and ultimate document disposition (return or destroy) will vary by Job Plan.

The State of Arizona may need access (within 48 hours of request) to original source documents during conversion.

Each Job Plan must be documented from beginning to end to insure proper: understanding of specification, tracking of each source document, conversion of each source document, returning of acceptable image for each page converted, delivery of digital data, and documentation of return or destruction of source documents.

Executive Summary

SecureOne Outsource Solutions, Inc. (SecureOne), established, 15 May 2016, as an Arizona corporation, is the result of the combination of six separate companies. Cal Coast Data Entry, McDonald Data Services, and Data Preparation International trace their inception back to the 1970’s. Data Center of Arizona, Data Center de Nogales began in 1992 and 2003, respectively. The most recent addition to the SecureOne family of companies is Docucon Imaging Services Inc., began in 1987 as a San Antonio based service provider specializing in the conversion of paper, microfilm/fiche and aperture cards to digital images. Management and staff remain the same.

SecureOne remains USA-owned with locations in Cerritos, CA; Phoenix, AZ; San Antonio, TX; and Nogales, Mexico. We employ over 300 operators and 150 support staff making us one of the largest business process outsourcing service providers in the country. On an annual basis we process well in excess of 40 million transactions.

Services we provide:

Summary of Previous and On-going Projects

Arizona Department of Economic Security

SecureOne is currently performing work on an on-going document conversion project for Arizona Department of Economic Security that began in November 2019. The project is for the Conversion of 12,000,000 member records and supporting documents. Majority of the documents are 8.5” x 11” and were scanned at 200-300 DPI as black-and-white images and converted to PDF files.

Indexing for Arizona Department of Economic Security includes the “"EIN”, “Last Name”, “First Name", and incorporates using a look-up of a client furnished database to capture additional metadata. Indexing includes 25% Index Quality Assurance with a minimum of 95% accuracy at the batch level. Image-only PDF files are being delivered to Arizona Department of Economic Security via SFTP on a weekly basis as the project progresses. SecureOne has delivered 10+ million images in the first 6 month of production.

Defense Logistics Agency

Most recent project: Off-site, 3/2014 – 10/2015, 8 million images of soldier records converted from microfilm to digit pdf files. Project Funding: $800,000.00

Previous projects for this client over the last 29 years include: On-site and off-site clients from all over the U.S., tens of millions of images from engineering drawings, tens of millions of images of engineering drawings from aperture cards, hundreds of millions of pages of Technical Manuals to PDF, SGML, and XML formats. Original source documents ranged in size from 8.5” x 11”, legal, general ledger, newspaper, to engineering drawings up to 3’ x 25’.

Alamo Community College District (ACCD)

SecureOne is currently performing work on an on-going document conversion project for ACCD (6 campuses in the San Antonio, TX area) that began in June 2008. Projects have included conversion of Facility and Construction documents 400,000+engineering drawings, letter and legal sized documents. Conversion of Human Resources Employee files, 200,000+ images from microfilm and microfiche to digital format. Conversion of Student Records, 100,000+ pages of paper documents to digital format. Conversion of Business (Annually) 50,000+ pages from paper to digital format.

Our Lady of the Lake University

SecureOne was awarded a contract to convert 1.1 million pages of student records for Our Lady of the Lake University. In October 2007 SecureOne began its conversion services of irreplaceable student records, transcripts and grade rosters. The student records that were converted covered the academic records for a multitude of students both active and inactive at Our Lady of the Lake University. SecureOne completed Our Lady of the Lake University’s document conversion project which included digital files that can be accessed at any time.

General Services Administration (GSA)

GSA is a federal procurement and property management agency created to improve government efficiency and help federal agencies better serve the public. GSA’s 13,000 associates provide services and solutions for the workplace operations of over one million federal workers located in government-owned and leased buildings in more than 2,000 U.S. communities and overseas.

GSA’s Greater Southwest Region 7 provides products and services throughout Arkansas, Louisiana, New Mexico, Oklahoma, and Texas. The Region also provides services to all of North and South America. More than 1,250 GSA associates work in the Region. They support other federal workers, located in approximately 1,350 government-owned and leased regional buildings, by acquiring:

• Office space

• Equipment

• Supplies

• Telecommunications

• Information technology

SecureOne digitized 9 million pages of contracts and other documentation which is critical in providing service to federal agencies in the achievement of their mission.

U.S. Coast Guard

Records converted were retirement and benefit records for U.S. Coast Guard personnel. These services were performed on-site at the Coast Guard Personnel Center, located in the Federal Building, Topeka, KS.

Approximately 2.2 million pages of benefit and retirements records were scanned, indexed and up-loaded to the Coast Guard’s ImageNow document management system.

SecureOne’s expertise in the federal government sector and 39+ years of experience handling sensitive records were key to the successful completion of this project.

Our Methodology Document conversion is essentially a batch operation, incorporating numerous tightly controlled individual steps. The success of any conversion project is a full definition and understanding of the processes that culminate in the finished product. Our methodology is based upon our years of experience and the handling of many, many different document types. The SecureOne process consists of checks and balances at every step.

We begin by defining and understanding the unique requirements of each project, in particular the indexing specifications. Utilizing our vast knowledge of document conversion, we then apply our project management and technical resources to implement the necessary processes and procedural controls for the project.

The production process is linear, with well-defined individual tasks. Workflow Management software is incorporated into our document conversion process. This software is specifically designed for the document conversion environment, which requires the management of numerous individual tasks, and key Quality Assurance checkpoints, resulting in the final product.

As documents and the converted data move through the production process Workflow Management ensures that each process is completed to project specification. Only after successful completion of each preceding process can a batch advance from one step to another.

Our practices are sound and time tested, having produced many millions of digital images.

Typical Workflow

Representative Client List Our clients are our partners . . . we ensure their success through our commitment to excellence and consistent delivery of digital data that meets or exceeds all of our clients specific requirements.

Dept. of Defense

U.S. Navy U.S. Air Force U.S. Army U.S. Marine Corps.

U.S. Army Corp of Eng.

State/Local Gov’t

New York City Indiana State Teachers Retirement System Vermont State Courts Rhode Island Employee Retirement System District of Columbia City Wide Admin (NY) Virginia DMV North Carolina DOT

Banking& Finance

Hughes Credit Union

FDIC

Legacy Partners GE Capital NYC Dept. of Finance

Pharmaceutical

DuPont Johnson & Johnson

Petro Chemical

Texaco Amoco Amoco Chemical

Benefit & H R Records

State of Indiana Teachers Retirement System State of Indiana Public Emp. Retirement Fund Rhode Island Employee Retirement System Hewitt & Associates Target Kaiser Permanente Citigroup Travelers Insurance Catholic Life Sony Electronics

Defense Contractors

Lockheed Martin Roll Royce Naval Marine

CSC

AERA

Newport News Ship Yard

CACI

SAIC

BSE Harding

ADCS

Dept. of Transportation

U.S. Coast Guard

Higher Education

Our Lady of the Lake Univ UT Health Science Center at San Antonio Alamo Community College District

Justice& Legal

U.S. Dept. of Justice Environmental Law Library US District Courts VA US District Courts VT

Health & Medical Rec.

Bureau of Medicine (U.S. Navy) EverCare (United Health) Center for Disease Control Norfolk Southern RR

Consultants & Integrators

Bearing Point (formerly KPMG Consulting) Liberty FileNET

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:

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).

Part One:

SecureOne is prepared to provide the State of Arizona imaging services for a large variety of source documents and records in a variety of conditions, sizes and formats. The services to be provided will include at a minimum: imaging project consultation including development of a Job Plan, secure transportation of source materials, preparation and imaging of source materials, indexing of imaged data. All State document imaging programs, except for the State Court System, operate pursuant to ARS §41-151.16.

SecureOne will review jobs and discuss best approaches if so requested by Customer. Such job consulting is considered part of the bid process for individual jobs, or the initial stage of an awarded job, and is to be provided at no charge to the Customer. However, more complicated jobs may benefit from lengthier study and more in-depth advice from a contractor.

Under Project Consulting, as requested by the Customer, the SecureOne shall: Provide advice to the Customer on the best practices to follow to accomplish the Customer’s goals, consistent with the State’s statutes and guidelines related to document imaging and record retention; Work with Customer to ensure that the proposed approach will consider not only current, but future use and users of the imaged documents; Share information on new technologies or suggest different approaches that may assist customers by improving their project results, enhancing data access and coordination, reducing costs, etc.; and Develop a Job Plan to define the different elements of the job.

Customers may request proposed Job Plans from multiple contractors before choosing the contractor(s) for their individual job. SecureOne develop their proposed Job Plans after meeting with the Customer, reviewing the source materials, and discussing the Customer’s needs.

Depending upon the job requirements and Contractor award, the proposed Job Plan may include, but is not limited to: estimated volume, agreed-to amount of preparation work, location where services are to be provided (and related issues), the degree of image enhancement necessary, amount and method of indexing, required resolution, timeframes, level of Quality Control, storage, output (including formats), and estimated pricing. In addition to the itemized pricing based on the contract, each proposed Job Plan will include a “NOT TO EXCEED...“total cost figure.

Different approaches, and their related prices, shall be offered when feasible. The proposed Job Plan shall clearly explain the pricing model applied.

In addition to the issuance of a purchase order, the Customer and each selected Contractor shall have a formal Job Plan, a signed understanding with the specifications and pricing of their job defined.

Requirements for the formal Job Plans are equivalent to those established for the proposed Job Plans. The Job Plan shall provide sufficient detail so that both Contractor and Customer are clear on expectations. All timelines in the Job Plan will be strictly adhered to. No terms or conditions included on a Job Plan form shall have any effect on this contract. Failure by the Contractor to meet the agreement specifications, unless agreed to in writing by Customer or demonstratively due to no fault of the Contractor, can result in disciplinary actions, including but not limited to contract termination.

If the Customer is a State agency subject to the requirements of ARS §41-151.16 (see BPM004656 Exhibits to the Scope of Work attachment), written approval of Arizona State Library, Archives and Public Records (ASLAPR) must be received prior to the start of the project. It is the responsibility of the Customer to obtain the approval, but it is the responsibility of the Contractor to verify approval has been received before commencing work. Samples of the types of documents provided by ASLAPR are provided as Exhibits to this solicitation (see BPM004656 Exhibits to the Scope of Work attachment).

On-site performance:

The State shall provide the SecureOne’s personnel with adequate workspace and such other facility support as may be reasonably required by Contractor to carry out the requirements of the job. The Job Plan shall cover the presence, control, and safe use of SecureOne’s computers and/or equipment on site. The Customer shall not interfere with nor operate SecureOne’s equipment. The Customer and SecureOne shall determine procedures in the case of SecureOne’s equipment failure (e.g. would a repairperson come to the Customer’s premises to repair SecureOne’s equipment and how might that affect the confidentiality of the records.) If required by Customer, SecureOne’s employees shall be required to wear an employer’s photo ID badge. SecureOne shall be responsible for the removal of all materials, debris and residue resulting from the performance of the contract service. All work areas shall be maintained in a clean and orderly manner throughout each work day. SecureOne shall have supervisory personnel present during work operations for observing work progress, inspection of completed work, and meeting with State personnel to perform random work site inspections or coordinate operational requirements.

Off-site performance:

Secure Transportation of Source Materials (pick-up and delivery) SecureOne shall ensure that Customer information in its possession is secured and attended, at all times. If source material pick-up and transport is required of the SecureOne by the Customer, the Customer shall provide a listing of itemized materials (e.g. boxes). SecureOne shall confirm receipt of materials by signing Customer listing or providing receipt. Upon signing the receipt, the SecureOne has assumed the responsibility for the materials. SecureOne shall securely transport source materials to the service site. If required by the Customer, source materials which have been successfully imaged shall be inventoried and securely transported to the site designated by the Customer. SecureOne shall be able to demonstrate complete and accurate delivery of all materials. The materials remain the responsibility of the SecureOne until the Customer has provided a written acknowledgement of receipt. All source documents will be transported by SecureOne employees using company owned vehicle. Original source documents will not be transported outside the State of Arizona. All off-site Document Imaging Services shall be performed within the State of Arizona at SecureOne’s facility located at 2801 North 33rd Avenue, Suite 1, Phoenix, AZ 85009.

Control and Storage of Source Documents:

For off-site services SecureOne shall have secure areas for sensitive document storage, into which only authorized personnel have access. SecureOne will not charge the Customer for the cost of holding the source materials while the project is in process, nor during the acceptance period. SecureOne shall have a system for tracking and controlling records which maintains the security and confidentiality of the Customer’s source materials at all times. SecureOne shall have the ability to provide the Customer with proof of receipt of source materials, proof of completed imaging, tracking of boxes, and proof of complete and accurate delivery of source materials as required by Customer when imaging is completed and quality approved. The use of box tracking software is highly recommended. SecureOne shall have the ability to locate and retrieve specific source materials within 48 hours upon request from the Customer. With the prior approval of the Customer, the document(s) may be transmitted electronically. SecureOne shall have a document viewing work station at the SecureOne’s location where end users can spot-check finished products against the original source materials and test the products for accuracy. If SecureOne is imaging from microfilmed source materials, the viewing work station shall include a microfilm reader or equivalent mechanism whereby the microfilm source materials can be read. This work station does not need to be dedicated to end users, but it must be available to end users upon request.

Confidentiality/Security:

SecureOne shall maintain complete confidentiality on all information (source materials and imaged output) through security practices/systems and confidentiality agreements with their employees or subcontractors. All electronic data shall be stored on a secure network and encrypted both in transit and at rest. If awarded, SecureOne may be required to sign a Non-disclosure statement to encompass any work performed under their contract. In addition to the above statement, SecureOne shall understand and agree that all persons who handle documents provided under this contract shall also sign non-disclosure agreements, including all persons employed by subcontractors (including couriers). The signed confidentiality agreements of individuals assigned to a job must be provided to the Customer prior to the start of the job. In addition, SecureOne’s employees or subcontractors who will have access to confidential documents of any type and form, will need to have background checks completed (paid for by the SecureOne), prior to any such access being granted to them. SecureOne shall supply a method for secure identification and protection of media to ensure authenticity at the file level (for example: encryption and/or digital signature support). Individual Customers (e.g. Department of Corrections) may have additional confidentiality/security requirements which shall be provided to and accepted by SecureOne before work commences. Where required, a SecureOne shall provide to the requesting Customer proof of compliance and/or other certification (e.g. Health Insurance Portability and Accountability Act [HIPAA]) as mandated by the State and/or Federal Government. The Contractor may be required to sign the customer’s business associate agreement as required by HIPAA. Security and privacy policies, standards and procedures will be continuously maintained by both the SecureOne and the Customer and are subject to change during the term of the contract in accordance with State or Federal legislation, administrative rules or court orders.

Preparation of Source Materials:

To the degree required by the Customer, and agreed to in the Job Plan, documents shall be prepared for best image scanning. The quality and sizes of source documents sent to be imaged may vary considerably. All staples, binders, and fasteners shall be removed, corners smoothed out, and torn pages pieced together to ensure the highest possible quality of images. This shall be done in such a matter so as not to cause any additional damage to the documents. If there are post-it notes on the document, the SecureOne shall seek the Customer’s approval on how to scan the document. If documents require photo copying to create a more legible document to image, SecureOne shall include marking on the copy so the imaged record reflects that the copy was not based on the supplied original. In such a situation, both the original and copy of the document shall be returned to the State. As required by the Customer, SecureOne shall provide a mechanism, such as separator pages, by which the boundaries of a file/document/record as defined by the Customer (start and end) are clearly delineated. After source materials have been imaged, SecureOne is to restore the source materials to their original order and condition as requested by Customer. SecureOne shall follow other special instructions as may be required by the Customer for optimal imaging.

Scanning / Data Capture / Imaging:

Electronic Images shall be produced in the agreed upon, non-proprietary format (e.g. PDF, TIFF, and JPEG). The image format shall be determined by the Customer before any work begins on the project. Electronic images shall be accessible, searchable and downloadable via cross-platform products (e.g. Adobe Acrobat). Imaged information must be accessible and readable for the required life of the record. Such access shall not be negatively impacted by software or programming changes, or by deterioration of image storage formats. SecureOne and Customer shall discuss the required life of the images when developing the Job Plan. SecureOne shall have the capacity of organizing documents into an agreed-upon hierarchy, according to the configurations specified by the Customer (such as by month, fiscal year, etc.). SecureOne shall be able to scan every page (either simplex or duplex) and create digital images. Scanning Resolution dots per inch (DPI) shall be selected by the Customer to meet the particular job’s need and shall meet or exceed the minimum requirements established by ASLAPR. SecureOne shall provide adequate scanning resolution capabilities as described in the Job Plan. The State may require a variety of capabilities including monochrome, grayscale to color and color dropout scanning. SecureOne shall have the ability to scan at various resolutions per the guidelines established by the Customer and in conjunction with requirements established for specific document types. SecureOne shall disclose their ability to handle sensitive or fragile documents including old documents, documents bound with old glue, documents with a wax seal, and long or large scaled maps whilst maintaining the integrity of the document and returning it in the same state it was received. SecureOne shall have the ability to electronically enhance the digital image without changing any of the image content. Image tags, such as “best image to follow”, shall be used as appropriate. There must be a clear understanding between the Customer and SecureOne of the expected resultant images. For example, if the Customer expects to see an oversized document translated into one image, SecureOne shall not provide multiple images, or a “stitched image”, of the document. To the greatest extent possible, such understandings shall be delineated in the Job Plan.

Indexing / Data Entry:

SecureOne will have a variety of indexing capabilities including, but not limited to: barcode index capture, data entry and or double key data entry, zonal OCR (optical character recognition), multi-level indexing, web-based search and retrieval system, etc.

Quality Control:

SecureOne shall have a series of checks and balances, both electronic and manual, in place to ensure the document conversion process is accurately capturing and indexing images according to the customer’s requirements and as outlined in the Job Plan. SecureOne shall provide Quality Control throughout the imaging services processes for which SecureOne was awarded a contract. SecureOne shall provide quality assurance and quality controls to ensure: The level of required quality control shall be established with the Customer before the start of the project (e.g. every page reviewed or audits of outcomes). SecureOne shall reimage documents that fail to meet standards, whether discovered by their own quality assurance procedures, or because of Customer rejection of the imaged document(s), at no additional cost. If the best possible image has been provided of a poor original, SecureOne shall annotate that information on either the captured image or a leading image. Any indexing requirements (e.g. use of data imports) shall be tested and confirmed prior to project start. 100% quality assurance: If the Customer discovers records that require reimaging after the return of the source materials, SecureOne shall securely collect, process, and return those records at no charge to the Customer.

Proof of Concept / Test Run:

SecureOne shall provide, at the Customer’s request, a proof of concept demonstrating the functionality of their solution. A description of the Proof of Concept, including sample size and turnaround time, shall be included in the Job Plan. Source materials selected for the Proof of Concept must be representative of the proposed job.

Progress Reports:

SecureOne shall have the capability to track and report progress on a job as requested. Examples of the information to be reported include, but are not limited to: the number of source documents received, the number of documents currently imaged, the number of documents transferred via secured file transfer. Reports are to be provided as required by the Customer.

Output / Data Retrieval / Access:

SecureOne shall provide Customer with ability to access both images and index information in multiple formats, including custom outputs as may be required by the Customer. All Outputs shall be accessible, searchable and downloadable via cross-platform products (non-proprietary formats). SecureOne shall have the capability to provide encrypted document images in a variety of formats, including but not limited to CDs, DVDs or Blu-ray. SecureOne shall have additional means of distributing scanned image files, including but not limited to, secure FTP or HTTP (website) downloads. SecureOne shall provide Customer with the ability to transfer the images to the Customer’s Internal Document Management System (IDMS), if so required by the Customer. SecureOne shall not have access to Customer’s IDMS, unless authorized in writing by the Customer. Agreement of the output format shall be included in the Job Plan.

Acceptance:

Work performed by SecureOne shall be subject to periodic reviews and partial acceptance at various stages. The State reserves the right to make such reviews and pass upon the acceptability of SecureOne's work. No partial acceptance shall relieve the SecureOne's obligation to correct, without charge, any errors in the work on this project. Customer and SecureOne shall agree, in the Job Plan, on an acceptable time frame for review/test of the delivered images for quality and completeness. If the Customer had not reported problems during that period, the job may be considered as accepted.

Completion, Transfer, or Termination of Job:

Per the Job Plan, at the completion, transfer, or termination of a job, or phases of a job, the SecureOne shall work closely with the Customer to ensure the secure transport of source documents and electronic images, as directed by the Customer. SecureOne shall work with the Customer to transfer electronic information to the destination required by the Customer and in a format and timeframe acceptable to the Customer. There shall be no additional fee charged for the transfer of the Customer’s information. When electronic transfer has been successfully completed, and tested and approved by Customer, all documents, data and images shall be securely purged and deleted from SecureOne’s computer systems. SecureOne shall provide written confirmation that data and images have been destroyed and are no longer accessible by any means. Contractor shall verify with Customer prior to data or image destruction. SecureOne shall follow Customer requirements regarding disposal of original paper documents, as directed by the Customer.

Desirable Specifications / Options:

SecureOne shall allow Customer to drop off and pick up source documents from the Contractor’s facilities. SecureOne should have automatic “document cleanup” mechanisms in place.

Part 2 SecureOne Outsource Solutions, Inc. will be bidding on the conversion portion only of this RFP.

For almost 4 decades we have specialized in large back-file document conversion services. We can convert paper, microfiche, microfilm, aperture cards, and engineering drawings to digital format.

We have converted documents for import into many different document management systems. To include most of the off-the-shelf document management systems, as well as, custom written document management systems for NASA and New York City Department of Finance.

We do not sell/offer/provide hardware, document management software, or cloud storage.

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.

SecureOne will review entire conversion project with customer. Typical questions cover: Source documents (types and sizes), Scanning preference (300dpi, black and white, color), Quality Assurance Level (100%, 50%, 20%), Indexing requirements (number, types, and locations of index fields), delivery file format (tiff, pdf), delivery media (CD, DVD, Blu-ray, USB, and SFTP), and ultimate document disposition (return or destroy).

Suggestions will include methods to: reduce cost, reduce file size, and enhance images.

Two Blank Job Plans have been attached: “SecureOne Job Plan Example 1.pdf”, and “SecureOne Job Plan Example 2.pdf”.

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.

SecureOne will define requirements from the State of Arizona for each on-site job: workspace needed; power requirements; on-site security. SecureOne will provide furniture, equipment, and labor for movement of equipment.

Personnel assigned to each project will be screened according to the State of Arizona requirements. On-site projects will use the following guidelines: be designed with the smallest footprint need to accomplish the project, acceptable work-hours for the particular site, proper badges for identification. All of these guidelines will insure minimal impact on customer operations and maintain any special security requirements the customer may have.

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.

State of Arizona customer identifies source documents, and SecureOne representative(s) will make documents ready for transportation, (inventory, box, palletize). Customer has the option to make documents ready for transportation, (inventory, box, palletize).

SecureOne will coordinate movement of source documents to SecureOne conversion facility in Phoenix, AZ via SecureOne operated vehicle with SecureOne personnel. Upon arrival at our Phoenix, AZ production facility, shipment will be inventoried and discrepancies reported to customer. Our facility and conversion procedures are designed to limit employee access to client records on a strict “need to know” basis. Many of our employees have security clearances for processing classified data.

The facility itself has limited points of entry/exit and each is secured by electronic security access. Visitor and vendor entrance and exit from the facility is by employee escort only. Documents that are in the conversion process are grouped into batches for processing. Batches are secured by binders or remain in boxes as they move through the various stages of conversion.

Employee access to documents is only for the specific task they perform during conversion, i.e. scanning, indexing and QA. Giving that many aspects of each step is automated or semi-automated, the opportunity for a given employee to read and interpret a specific document are minimal.

Converted digital data is held on our secure network. Employee access to digital data is restricted by task assignment and password. Production line employees have no capability to transmit data to sources outside the facility. While not in process documents remain in their individual shipping box in a storage area away from the production lines.

Entire process is reversed to return the originals back to the customer.

SecureOne has transported hundreds of millions of pages using this process without a loss of customer source documents in the 39+ years we have been in business.

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.

Document conversion is essentially a batch operation, incorporating numerous tightly controlled individual steps. The success of any conversion project is a full definition and understanding of the processes that culminate in the finished product. Our methodology is based upon our years of experience and the handling of many, many different document types. The SecureOne process consists of checks and balances at every step.

We begin by defining and understanding the unique requirements of each project, in particular the indexing specifications. Utilizing our vast knowledge of document conversion, we then apply our project management and technical resources to implement the necessary processes and procedural controls for the project.

The production process is linear, with well-defined individual tasks. Workflow Management software is incorporated into our document conversion process. This software is specifically designed for the document conversion environment, which requires the management of numerous individual tasks, and key Quality Assurance checkpoints, resulting in the final product.

As documents and the converted data move through the production process Workflow Management ensures that each process is completed to project specification. Only after successful completion of each preceding process can a batch advance from one step to another.

Our practices are sound and time tested, having produced many millions of digital images.

Typical Workflow

Workflow Management System Software– SecureOne’s Workflow Manager (DocFlow) is designed specifically to manage and monitor the document conversion business process. It automates a range of conversion related tasks and electronically routes the right information to the right people at the right time. Users are notified of pending work, and managers can observe status and batch routing throughout the entire process, easily and quickly.

From an operational aspect, workflow manager structures the specific task to be performed and the sequence in which they are performed. By controlling the sequence in which batch data moves through the process, workflow manager ensures that each step in the process is initiated and only after successful completion is that batch “promoted” to the next processing step. Critical business, process and user information is collected at the detail level and presented in on-line reports to management.

SecureOne’s engineers designed and implemented DocFlow in a modular form, at the task level, in order to accommodate the varying needs of individual customer requirements. While a number of steps in the document conversion process are common to all projects, some such as indexing are not. The modular design of DocFlow allows the engineers to plug-in new modules quickly and efficiently.

The end result is the creation of efficient, effective and manageable high-volume production processes in a controlled environment.

Document Requests:

While document conversion is being performed at SecureOne the following procedures will be used to provide access to paper documents in process.

In the event Customer requires a document during the conversion process, an authorized Client representative will complete the Request Form and forward it to the SecureOne POC. The SecureOne POC will locate the requested file, and pull the folder. If the folder has not been processed, it will be given priority process status for scanning and a digital copy will be sent. Digital file can be returned via secure FTP or encrypted email. Customer may have requirement for physical document to be returned within 48 hours. In this case, source documents will be returned by SecureOne employee to the customer.

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.

Document Preparation Purpose: This step in the process serves the following purposes; make all sheets other than oversized ready for high-speed scanning, locate and insert a placeholder separator sheet in front of all oversized pages; special handling for smaller documents if required, darken raised seals with a #2 pencil, burst forms as required.

Upon Completion: Each Folder has been prepared for scanning; the front and back side images of the Folders themselves have been imaged; all oversized pages have a special separator sheet inserted; smaller documents have been mounted on carrier sheets.

For pencil marks and hard to read originals, scan and rescan operators has the ability to adjust scanner settings (DPI, greyscale, color) in order to get the best possible image from the original source document.

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

Undersized pages (i.e., Post-it Notes, etc.) are removed from documents, placed on a blank carrier sheet, and physically positioned after the sheet from which removed.

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

SecureOne’s Image Quality Assurance is a multi-step process to insure capture of best possible image. Step 1, Document Preparation personnel can flag any image for special scanning, i.e. color, or grayscale. Step 2, Scan Operator views front and back of each page as it is being scanned. They can adjust the scanner settings to improve image quality. Scanner also has the ability to detect double feeds and stops scanning until double feed are corrected. Step 3, Image QA Operator views percentage of images defined by Job Plan (20%, 50%, and 100%) and marks any images that are suspect of not being best available image. Step 4, Re-scan Operator compares each image mark suspect to the original source document. Re-scan Operator then decides to either re-scan the original to improve the image, or marks it as “Best Available Image” based on the condition of the original source document.

SecureOne can include report that shows all images marked as “Best Available”.

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

SecureOne has several standard reports used to show customer status of documents during the conversion process. Weekly Status Report that includes the following:

Additional Reports can be designed to meet customer’s needs.

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.

SecureOne has the following processes for capturing Index metadata:

One Operator Single-Keys index data from source documents or folders. This method includes a minimum of 98% accuracy measured at the batch level. Saves on cost with only a slightly lower accuracy than other methods.

One Operator Double-Keys index data from source documents or folders. This method includes a minimum of 99.5+% accuracy measured at the batch level. Increases cost and increases accuracy.

Two Operators Double Blind - Key index data from source documents or folders. This method includes a minimum of 99.5+% accuracy measured at the batch level. Increases cost and increases accuracy.

We can capture index from barcodes on documents or folders. Barcodes can be inserted by SecureOne personnel or Customer personnel. Accuracy is still dependent on accuracy of data input during barcode creation.

Pre-existing database that contains some or all of the index fields can be used to index source documents. Index accuracy would be dependent on accuracy of database metadata.

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.)

SecureOne can deliver digital data via, CD, DVD, Blu-ray, USB hard drive, and SFTP site.

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?

SecureOne Outsource Solutions, Inc. will be bidding on the conversion portion only of this RFP.

For almost 4 decades we have specialized in large back-file document conversion services. We can convert paper, microfiche, microfilm, aperture cards, and engineering drawings to digital format.

We have converted documents for import into many different document management systems.