6-ATTACHMENT D – WRITTEN RESPONSE TEMPLATE.pdf

ATTACHMENT D – WRITTEN RESPONSE TEMPLATE

PURPOSE

This Written Response Template is used to evaluate the proposer’s understanding of the District’s centralized copy center operations, the quality and reliability of the proposed production solution, service and support capabilities, workflow integration, and overall value to Rochester Public Schools.

Responses to this attachment will be scored as part of the evaluation process outlined in Section 5 – Evaluation and Scoring.

D.1 UNDERSTANDING OF CURRENT ENVIRONMENT

Describe your understanding of the District’s current Paper Tiger production environment, including:

• The role of the centralized copy center in supporting K–12 instructional delivery

• Current production volumes and peak workload periods

• Strengths and limitations of the District’s existing production equipment

• Key operational challenges that your proposed solution is intended to address

D.2 PROPOSED SOLUTION OVERVIEW

Describe your proposed solution, including:

• The overall production print configuration

• How the solution differs from and improves upon the District’s current environment

• Key capabilities that are not currently available in the existing production center

• How the solution supports long-term reliability, scalability, and efficiency

D.3 WORKFLOW, WEB SUBMISSION, AND DSF / MARKETDIRECT

INTEGRATION

Describe how the District’s web submission and ordering platform integrates with your proposed production equipment and workflow, including:

• End-to-end job flow from customer submission to finished output

• How job tickets, finishing selections, and metadata are preserved

• Integration with EFI Digital StoreFront / MarketDirect StoreFront

• Previewing, MakeReady, and prepress tools used by operators

Briefly describe and/or reference the previewing software included in your solution.

D.4 IMPLEMENTATION, INSTALLATION, AND CUTOVER PLAN

Describe your onsite installation and implementation process if selected, including:

• Delivery, installation, and configuration of equipment

• Workflow setup and testing

• Coordination with District staff and Technology

• Cutover strategy from existing equipment to new equipment

• Measures taken to minimize production downtime

Provide a high-level implementation timeline.

D.5 TRAINING AND CHANGE MANAGEMENT

Describe how you will train Paper Tiger staff on:

• New production equipment

• Workflow, web submission, and software tools

• New functionalities not present in the current environment

• Ongoing training, refresher training, and training for new staff

Explain how training is tailored to a small, three-person production team.

D.6 SERVICE, SUPPORT, AND DIAGNOSTICS

Describe your service and support model, including:

• The process for placing a service call

• Expected on-site response times

• Diagnostic procedures used to identify and resolve issues

• How service issues are tracked, escalated, and resolved

D.7 RELIABILITY, UPTIME, AND ISSUE RESOLUTION

Describe:

• Typical device uptime for comparable production environments

• Average impressions or clicks between service calls

• How your organization responds to machines experiencing repeated or multiple issues

• Preventative maintenance practices

• Any backup or redundancy solutions available, including whether they involve additional costs

D.8 SOFTWARE STABILITY, UPDATES, AND WORKSTATION RELIABILITY

Describe how your organization ensures continued system reliability following:

• Firmware updates

• Software patches

• Workflow or controller updates

Explain how you guarantee workstation and workflow functionality after updates and how issues are resolved if problems occur.

D.9 SUSTAINABILITY AND ENVIRONMENTAL PRACTICES

Describe any environmental or sustainability initiatives relevant to this contract, including:

• Recycling programs

• Energy efficiency of proposed equipment

• Waste reduction efforts

• Green certifications or sustainability commitments

D.10 VALUE AND VENDOR DIFFERENTIATION

Explain why your firm should be selected as the vendor of choice for Rochester Public Schools, focusing on:

• Overall value to the District

• Long-term service reliability

• Support for K–12 instructional timelines

• Risk reduction over the life of the contract

• What differentiates your organization from competitors

D.11 Business Continuity & Risk Mitigation

Describe how your organization ensures continuity of production services for a centralized K–12 copy center in the event of:

• Major equipment failure

• Staffing shortages or technician unavailability

• Supply chain disruptions

• Facility outages or other unforeseen events

Include any redundancy strategies, backup production capabilities, escalation paths, or temporary mitigation measures relevant to the proposed solution.

D.12 Account Management & Escalation Structure

Describe your proposed account management and support governance model, including:

• Primary and secondary points of contact

• Roles and responsibilities of account management, service management, and technical support staff

• How service issues are escalated when response or resolution targets are not met

• Frequency and format of operational or performance review meetings with the District

D.13 Performance Metrics & Reporting

Describe the standard performance metrics and reporting tools provided to customers, including:

• Equipment uptime and availability

• Service response and resolution times

• Preventative maintenance activity

• Production volume and utilization trends

Indicate whether reports are available on-demand through a customer portal, provided on a scheduled basis, or both. Include sample report formats if available.

D.14. Experience Supporting Comparable K–12 Print Centers

Describe your experience supporting centralized K–12 copy or production print centers of similar size and complexity. Include:

• Length of time supporting comparable environments

• Approximate annual production volumes supported

• Number of similar clients currently under contract

• Lessons learned that informed your proposed solution for Rochester Public Schools

END OF ATTACHMENT D