CompanyName_ITS69_Bidder Profile~2.docx

ITS69 Managed Print Services Bidder Company Profile

1. Company’s full legal name.

2. Primary business address.

3. Describe your company ownership structure (sole proprietor, partnership, corporation, etc.).

4. Number of employees.

5. Website URL

6. Sales contact information.

7. Your MPS client retention rate during the past 3 years.

8. A brief history of your company and the year it was founded.

9. The number of years your company has been in the business of providing Managed Print Services. (RFR Section 3.1.1)

10. Number of employees locally with the expertise to support the requirements identified in this RFR.

11. Number of employees nationally with the expertise to support the requirements.

12. List bankruptcies, litigation, debarment, and/or contract defaults during the past three years. (RFR Section 3.1.2)

13. Indicate whether your company has a written Continuity of Operations Plan (COOP) and provide emergency contact information. (RFR Section 3.1.3)

14. Will you be using Value Added Resellers (VAR)? If so, please provide them in the document “ITS69_CompanyName_AuthSvc.doc”. This question will NOT be evaluated; it is for informational purposes only.

15. Describe the MPS services for which you will utilize Massachusetts-certified Small and/or Diverse Businesses to fulfill your company’s obligations under this contract and a projected commitment as a percentage of gross revenue resulting from this contract.

Managed Print Services

1. Provide a description of your relevant experience with state government and the private sector where you have offered managed print services. The experience of all proposed subcontractors must be described. The narrative must thoroughly describe how the Bidder has supplied expertise for similar contracts and must include the extent of their experience, expertise and knowledge as a provider of Managed Print Services.

2. Describe your company’s implementation strategy. The strategy should include your training approaches; communication plan; organizational change management process; how moves, adds and changes (MACs) are handled; how continuous improvement and program management are collaboratively addressed. In addition, describe any software required for MPS, options for hosting that software and the compatibility across manufacturers of that software.

3. Describe how your company calculates realistic cost savings for implementation of MPS.

4. What happens if customers’ cost savings are lower than the projected cost savings?

5. Describe your company’s approach when developing a project plan where other manufacturer’s devices are on-site. Include how your company proposes to handle existing leases of other manufacturer’s devices and how that is factored into projected cost savings.

6. Describe your company’s approach when devices leased from you prior to the engagement are brought under print management.

7. Describe your company’s approach when the customer requires the use of remanufactured ink and toner cartridges.

8. Describe your protocols for equipment and supplies end-of-life and how you ensure they are recycled and/or disposed of properly.

9. Indicate how many Managed Print Services have been implemented in the last two years and what percentage of business revenue is derived from Managed Print Services engagements;

10. How does your company remain competitive in the managed print industry to improve efficiencies? How do those efficiencies transfer to your customers? How are those efficiencies reflected in your proposal?

11. What changes has your company taken to continue in the development and growth of this service? How does that growth compare to others in the industry?

Customer Service

1. What are your hours of operation and when are key account people available to us?

2. Describe how problem identification and resolution will be handled.

3. How will you service our accounts? Describe the system you will use to manage our accounts.

4. How do you respond to customer complaints and service issues? Identify your escalation process and the personnel that will handle escalation.

5. How do you assess customer satisfaction?

6. What are your quality assurance measures and how are they handled in your organization.

7. Describe how your company will provide the Monthly Base Service (MBS) as defined within this RFR ITS69, addressing both agency owned equipment and MPS vendor supplied equipment.

8. Describe how your company will provide a detailed report/invoice for the MBS. Please provide a sample report/invoice.

Security

1. What measures do you take to protect sensitive customer information throughout the MPS engagement cycle, including equipment retirement?

2. How are devices protected from unauthorized attempts to recover documents, traces of documents, or attempts to tamper with device operation?

3. What is the process for implementing firmware updates?