Multi-Function_Device_Leasing_and_Managed_Print_Services_(Addendum_#2_Revision).pdf

REQUEST FOR PROPOSAL

2023-RFP-104

MULTI-FUNCTION DEVICE LEASING AND MANAGED PRINT

SERVICES

City of Pittsburgh

City-County Building

Pittsburgh, PA 15219

RELEASE DATE: May 17, 2023

DEADLINE FOR QUESTIONS: June 9, 2023

RESPONSE DEADLINE: June 30, 2023, 5:00 pm

RESPONSES MUST BE SUBMITTED ELECTRONICALLY TO:

Request for Proposal #2023-RFP-104 Title: Multi-Function Device Leasing and Managed Print Services https://secure.procurenow.com/portal/pittsburghpa https://secure.procurenow.com/portal/%7bproject.government.code%7d

City of Pittsburgh

REQUEST FOR PROPOSAL

Multi-Function Device Leasing and Managed Print Services

I. Introduction II. Instructions to Bidders

III. Scope of Work IV. Proposal Format Requirements V. Evaluation Phases

VI. Equal Opportunity Review Commission Terms VII. Award and Contract

VIII. General Terms & Conditions IX. Miscellaneous Requirements X. Vendor Questionnaire

Attachments:

A - Printer Summary

1. INTRODUCTION

1.1. Summary

The City of Pittsburgh Office of Management and Budget, on behalf of the department of Innovation &

Performance, is soliciting bids from qualified firms for the lease of multifunction devices and managed print services.

1.2. Background

The City desires a holistic end-to-end Vendor staffed and operated turnkey solution for the City-authorized MFD (Multi-Function Device) Fleet to include MFDs, all related hardware (integrated and standalone), support, maintenance and supplies, software, related services and solutions. A hybrid model will also be considered where the City may opt to directly or indirectly and at various levels, support Vendor provided solutions. Either solution can be accomplished through a mix of dedicated on-site, in-field, and remote support personnel.

1.3. Contact Information

Joshua Lamonde

Sourcing Specialist

414 Grant Street

Suite 502

Pittsburgh, PA 15219

Email: joshua.lamonde@pittsburghpa.gov

Phone: (412) 255-0807

Department:

Innovation & Performance

1.4. Timeline

The following represents the tentative schedule for this project. Any change in the scheduled dates for the Pre Proposal Conference (if applicable), Deadline for Submission of Written Questions, or Proposal

Submission Deadline will be advertised in the form of an addendum to this RFP. The schedule for the evaluation process and other future dates may be adjusted without notice.

RFP Released May 17, 2023

Pre-Proposal Meeting (Non-Mandatory) June 6, 2023, 11:00am

This Pre-Proposal Meeting will be held via Teams.

Please RSVP using the RSVP Manager, and a link will be sent to your team.

Question Submission Deadline June 9, 2023, 5:00pm mailto:joshua.lamonde@pittsburghpa.gov tel:(412)255-0807

Proposal Submission Deadline June 30, 2023, 5:00pm

Proposal Review and Supplier Scoring July 2023

Contract Award July 2023

2. INSTRUCTIONS TO BIDDERS

2.1. Submittal Requirements

All proposals must be submitted electronically. No proposal shall be accepted in person, by U.S. Mail, by private courier service, via oral or email communication, telephone or fax transmission.

Respondents are required to provide one (1) electronic copy of their proposal in either MS Word or PDF by the submission deadline.

If additional hard copies are requested, the proposal should be bound or contained in a loose leaf binder. Document pages shall be 8-1/2 inches by 11 inches in size or folded to such a size. Use section dividers, tabbed in accordance with this Section as specified below. All proposals will need to be provided electronically so the following format will apply for the electronic submittal through the

Beacon website.

2.2. Additional Submission Considerations

Late proposals will not be accepted or considered. Respondents should allow enough time to register company on the City's e-Procurement Portal, search the solicitation they wish to respond to and complete the submission process online before the deadline.

The City of Pittsburgh shall not be responsible for proposals delivered to a person or location other than that specified herein.

All submittals, whether selected or rejected, shall become the property of the City of Pittsburgh and will not be returned.

All costs associated with proposal preparation shall be borne by the applicant.

3. SCOPE OF WORK

3.1. Definitions

For the purposes of this Solicitation, the following words shall have the assigned meanings:

• Multifunctional Devices (MFDs) - The complete catalog of products and supplies available from the Vendor, including but not limited to, high production, fax machines, printers and scanners for lease.

• Managed Print Services - Outsourced management for a fleet of devices to include initial assessment, ongoing optimization of device deployment to maximize productivity and reduce costs, life-cycle management of devices, device repair and maintenance, supplies replenishment and proactive supplies replenishment, help desk support, on-site technical support, education and end-user training, real time fleet usage monitoring and reporting, formalized reporting on operations, and any other services required for the management of print services.

• Print Shop - High Capacity/Production Machines - Xerox v180 for reference.

• Related Supplies/Services - The complete range of services, support, and software, available from Vendor including but not limited to: analysis, inventory control, planning, software solutions, network solutions, fleet management, overflow printing services, legal document services, document scanning, and 3rd party integration related to the purchase, lease, or rental of items listed herein, as well as any other products, services and solutions offered by Vendor. In addition, the City requires a request tracking system available to all City employees to create and track service and supply requests.

3.2. Overview

As part of the turnkey solution, software is needed for:

• transactional-based document capture and workflow automation;

• cost accounting;

• secure print management;

• user authentication;

• monitoring/reporting/diagnostics/configuration tool;

• request tracking;

• print driver and other software upgrades;

• reporting; and

• any value-added services to assist with fleet transition and life-cycle management.

Security, environmental impact, and cost savings are also important elements that should be addressed.

City employees need the ability to remotely send documents from a computer or network session to the

MFDs which are connected to the City’s network.

City employees also need the ability to walk up to the MFD to release secure print jobs and perform copy, scan, and fax functions. Solutions should be easily implemented, supported, and maintained with minimal interruption to the services the City provides its customers, while meeting a variety of requirements now and providing the necessary architecture for the City’s future needs.

Selected Vendor will provide full detailed technical specifications for each piece of equipment or software proposed. All solutions should be tested and proven in an organization and environment of similar scale and situation prior to implementation in the City and should be plug-and-play from day one and deemed satisfactory by an authorized Pittsburgh representative.

3.3. Pricing

All MFDs will be priced by click rate.

Print services will be priced on a per machine basis.

Any and all maintenance is to be priced at a “Zero Base”, requiring no minimum copy commitment per device.

3.4. Minimum Pre-Qualifications

• Prospective Vendors at a minimum must meet the following pre-qualifications for their proposal to be considered:

• Minimum of five (5) years contiguous experience implementing complete end-to-end Vendor staffed and operated turnkey MFD and/or Production Printing solutions of a similar nature and magnitude to that being requested, preferably in the public sector (state/local government) in the United States;

• No more than three (3) years since last successful implementation of complete end-to-end

Vendor provided and operated turnkey MFD and/or Production Printing solution of similar size and complexity; and

• Not terminated for cause from any MFD and/or Production Printing solution implementation in the past three (3) years. If terminated for cause within the last three (3) years provide detailed explanation and direct contact information of person(s) responsible for terminating the contract.

Offer must be authorized by the manufacturer(s) during the last three (3) years to sell and service all proposed solutions and provide evidence of such;

3.5. Green IT

Prospective Vendors shall discuss how the offering will help the City in its “Green” initiatives, specifically citing the differences between the existing solution and proposed solution. Indicate special recognition or industry awards received in this area. Suggested items to address include:

Green design;

Recycling efforts;

Use of recycled paper (30-100%);

Carbon footprint;

Environmental impact tracking software;

ENERGY STAR qualifications;

Energy Consumption / Power modes;

Electronic records retention for life of contract;

Environmental benefits; and

Waste generated (packaging and consumables).

Prospective Vendors are required to provide easy to use ink/toner recycling program at no charge and number and location of toner recycling receptacles to be determined by City.

3.6. Implementation Work Plan and Project Management

Vendor must complete a right-sizing/fleet analysis upon award of contract.

Within 15 days of the completion of the fleet analysis phase, the Vendor will provide the City with a proposed right-sizing report. This report will assist in the City’s reduction of printing devices by at least

30%, resulting in a more efficient fleet.

The Vendor will assist the City in identifying and evaluating existing printing processes. The Vendor will analyze the location of each printing device, its proximity to the next nearest device, and its reported usage. Based on this data, the Vendor will then provide a detailed report to the City, suggesting the removal of least used machines, machines spaced too closely to one another, and outdated/antiquated devices. The Vendor will also describe in the report standards for the installation or relocation of printers, such as the optimal space between devices. The Vendor shall also offer suggestions on the removal of suboptimal equipment, including but not limited to the disposal of said equipment or the possibility of a buyback via lump sum payment. This report should be in word document format, and shall be delivered to the key stakeholders. This includes, but may not be necessarily limited to, the

Department of Innovation and Performance, as well as the Office of Management and Budget.

During the first 3 months of the contract, the Vendor will provide formal weekly updates on project status to the authorized City representatives. Such updates shall include, but not be limited to, all completed or pending actions, status of deliverables, variances from work plan projections, and planned versus actual delivery dates.

During the first 3 months of the contract, with the authorized City representatives, the Vendor will participate in monthly project briefings to communicate project status to key stakeholders.

Discussion with and approval by authorized City representatives will be required to finalize the plans and effective dates.

3.7. Miscellaneous Requirements

All maintenance rates are to remain constant for the term of the lease.

3.8. Contract Period and Renewals

This contract will begin on October 1, 2023, and terminate on September 30, 2026. This contract may be renewed for no more than two (2) years, one (1) year at a time. Automatic contract renewals are prohibited. Contract renewals must be authorized by and coordinated through the City's Office of

Management & Budget.

3.9. Technical Requirements

• MFD Configuration: (a) Desktop: The dimensions, weight or design of this type of equipment allow it to be supported by a desk or optional stand. (b) Console: The dimensions, weight or design of this type of equipment prohibit desktop support; consequently, these units are free-standing and feature built-in consoles.

• Paper Weights – The MFD bid in each benchmark shall be able to run, at a minimum, up to the paper weights listed in both paper weights and by-pass/paper weights respectively. There are several types of paper classifications. If a bidder’s MFD specification sheets states paper weights in a different classification that the benchmarks a determination of equivalence or exceeds shall occur. Below are some examples for benchmarks that require higher than 20lb. (Note: The CoP has a print shop used for most non-standard print jobs.)

Bond paper weights for standard drawers/trays or cassettes the MFD shall at a minimum be able to accept that weight in at least one standard drawers/trays or cassettes.

• Memory – for MFDs bid in the connected acquisition plan benchmarks, the specified minimum memory requirements can be satisfied by controller memory, by a combination of controller memory and a presence of a hard drive.

• Accessories – Contractors are encouraged to provide pricing for all possible accessories available for MFDs bid beyond minimum benchmark requirements. Accessories are not mandatory for bidding.

• Scanner: Color Digital.

• Scan Once/ Print Many: In copying mode, each original is scanned just once and stored in memory. Multiple copies are then made from the image stored in memory.

• Paper Capacity: The maximum amount of paper each drawer, tray or cassette holds when using the paper sources (drawers, trays or cassettes) of that benchmark requirement, excluding bypass.

• Automatic Duplexing: This means the MFD can automatically produce two-sided copies; the user does not have to manually reload one-sided copies into the machine to copy the second side.

Machines with this feature may be equipped with automatic document feeders that enable the production of two-sided copies from single-sided originals (1:2), two-sided copies from two-sided originals (2:2) and single-sided copies from two-sided originals (2:1). Document feeders that provide two-to-two capability are referred to as RADFs (Reversing Automatic Document

Feeders), RDHs (Recirculating Document Handlers), RDFs (Recirculating Document Feeders), UDH (Universal Document Handler) or RSADFs (Recirculating Semiautomatic Document

Feeders). All Equipment will default to automatic duplex.

3.10. MFD Hardware Requirements

Hardware is the very core of the MFD Fleet and each device will be connected to the City’s network, should be reliable, easy to use, intuitive, and perform all industry standard functions including print

(duplex output required), copy, scan, and fax (over phone line or IP). Uptime is important, therefore key performance indicators such as mean-time between failures, number of impressions between scheduled maintenance, recommended monthly volume, and the like shall be discussed. True concurrency/multi-tasking across all functions simultaneously is desired and should be explained in detail (explain job interrupt feature also). Offeror-advertised print/copy/scan/fax speeds will be tested for accuracy including through all attached finisher and optional components, so known discrepancies should be indicated and explained by Offeror in the technical response.

All hardware shall be 100% new equipment delivered in the manufacturers’ original packaging and carrying the manufacturers’ full warranty. Used, rebuilt, refurbished, remanufactured, newly manufactured, factory produced new model equipment and the like are not acceptable. The warranty period begins after system acceptance and certification by the City that the equipment is in production use. All equipment shall be installed according to manufacturers’ requirements. All hardware components shall be sized appropriately to ensure that the performance requirements of the Vendor’s application will be met. Equipment specifications provided by the City within this RFP shall be considered minimal requirements.

Convenience features such as hot-swappable toner and replacement of paper while engine is running are desired. An HID Proximity Card reader should easily integrate with each MFD to allow authentication. Security is essential therefore a data overwrite feature for devices equipped with non-volatile memory should be available. MFDs will preferably be equipped with >500MHz CPU and >512MB

RAM. Noise level is also a concern and solutions offered should meet the following dB (A) SPL requirements; <40 dB (A) SPL standby, <65 dB (A) SPL continuous run, <75 dB (A) SPL peek. In addition, each MFD should be capable of the following minimum requirements:

• Network - Each MFD base unit shall comply with Institute of Electrical and Electronics Engineers

(IEEE) 802 standards, be Simple Network Management Protocol (SNMP V. 2 and above) manageable and support the following protocols: Transmission Control Protocol/Internet

Protocol (TCP/IP) (Preferred), System Network Architecture (SNA and SNA/3270), Internet

Packet Exchange (IPX), Simple Network Management Protocol (SNMP), and Apple Talk. Each device should be compatible category 5/5e/6/6a copper Unshielded Twisted Pair (UTP) and

Screened Twisted Pair (SCTP) cable, 8 Position 8 Contact (8P8C aka RJ45) Ethernet connector, and Siemens 3 and 4 outlet modular faceplates with color-coded inserts to identify the media being used in each outlet (voice and data are terminated at the same faceplate).

• Print- Currently print output from these devices is ~15% of the total output and the City desires to see this percentage increase as end user begin utilizing this more cost effective solution. All

MFD shall be capable of and defaulted to duplex printing. Required minimum resolution is

¬>600 x 600 dpi (¬>1200 x 1200 dpi desired). Finisher requirements are covered later in this section. Further print requirements include:

o Drivers: Shall be bi-directional supporting all current PC, Mac other common operating systems. Driver shall communicate with MFD and allow City users all available finishing options whether printing direct or through a follow you/me print solution.

o Page Description Language (PDL): Shall support auto switching within the document for PCL

5/5e/6, PostScript 3, PFD, and TIFF.

o Host Interfaces: Shall include 10BaseT/100BaseTX and USB 2.0. Options for Gigabit

Ethernet, IEEE 802.11 a/b/g/n, Bluetooth, and USB 3.0 are a plus.

o Network Protocol: Shall encompass IPv4, IPv6, and Raw IP (Port 9100).

• Scan - This feature is becoming increasingly important as the City begins to move more quickly toward electronic documents for; paper forms replacement, records retention, document management, and creation of workflows to automate once cumbersome, inefficient, manual processes. Software (covered later) will play a major role in maximizing the capabilities of these network attached MFDs. Standard scan capabilities shall include:

o Color and /or grayscale documents through the >100 sheet Automatic Document Feeder

(ADF) capable of 13-32 lb. mixed size originals in a single batch ranging from 5.5” x 8.5” to

8.5” x 14” at >600 x 600 dpi.

o Originals scanned from the platen will range in size up to 11” x 17” and may include hardbound books >3” in thick. Devices capable of 2-sided scanning in a single pass are highly favored.

• Copy - As stated previously, the City is moving more toward electronic documents but as of today this is the most utilized feature in the MFD Fleet accounting for ~80% of their output. This feature is crucial to many agencies where currently paper output is still a requirement. Standard copy capabilities shall include:

o True Stackless/Trayless Duplexing and Scan Once Print Many (SOPM) of color and /or grayscale documents through the >100 sheet Automatic Document Feeder (ADF) capable of

13-32 lb. mixed size originals in a single batch ranging from 5.5” x 8.5” to 8.5” x 14” at >600 x 600 dpi in quantities from 1-999.

o Originals copied from the platen will range in size up to 11” x 17” and may include hardbound books >3” in thick. Reduction and enlargement features should include variable zoom from 25% - 400%, auto reduction and enlargement to fit selected paper size, and user presets. Other features such as; auto size sensing, auto paper select, auto tray switching and output to 1:1, 1:2, 2:1, and 2:2 shall be included. Instructions for printer use will be kept current and posted near all maintained printer.

• Fax - An optional add-on of fax capability shall be available for MFDs. The option shall be capable of sending and/or receiving faxes over phone line or IP, and capable of; sending and/or receiving at >200 x 200 dpi, store >100 pages in memory, >20 speed dials, store incoming faxes or output to paper, and store transmission report(s) or output to paper. Function shall be compatible with analog and integrated or third-party IP based solutions including the City’s existing RightFax solution.

• Control Panel - Ergonomics is paramount. The user interface shall be user friendly, have a consistent look and feel across fleet with large easy to read buttons (preferable backlit) and high resolution color touch screen with intuitive navigation menu. The high resolution color touch screen shall be customizable and allow for third-party software integration and display customization. An optional built-in or external keyboard is a plus. Note: The City maintains a print shop for non-standard print jobs.

• Paper Trays - At a minimum shall have a standard capacity of >2000 sheets with customer adjustable trays accepting #10 envelopes, paper types from to plain to cardstock and virgin -

100% recycled content, paper sizes from 5.5” x 8.5” to 11” x 17” and paper weights from 16 lb. -

110 lb. (16-34 lb. through standard trays and up to 110 lb. through the bypass tray). Intelligent tray switching and the ability to load paper while job is running are desired.

• Finisher - Optional add-on finisher shall be capable of collating >250 sheets and Stapling >50 sheets. Advanced Finishers with features such as >100 sheet stapler, 2 and 3 hole-punching, folding, saddle-stitch booklet-making, and post process insertion shall be available for segment

4-6 devices.

• Optional High-Capacity Paper Tray - In addition to the standard built-in paper trays, an optional high capacity paper tray/deck/feeder with a >2000 sheet capacity shall be available for MFDs in segments 4-6.

• MFD Software - Software unlocks the true capability of the MFDs while enabling them to be easily administered from anywhere on the network and therefore is a key component to the

MFD Fleet. Cost accounting, print management, workflow automation, diagnostics, configuration, monitoring, reporting solutions, and security features such as data overwrite should be addressed. Scanning software shall accommodate scanning to a variety of image/document management applications, such as Sharepoint and Onbase. If additional software purchase is required to accommodate document management applications, both function and cost of the software shall be specified by the Offeror. Print drivers and solutions offered should be compatible with current City IT standards. All data will become the sole property of the City when the contract is terminated or renewed. All solutions implemented should be architected to allow for high-availability, load balancing, clustering, and failover capability to permit operational continuity and negate or minimize end-user/enterprise solution downtime. Currently it is the City's intent to place all software solutions behind an F5 load balancer for high-availability and failover therefor all software shall be fully supported.

• Software Licenses: Must be clearly defined as to the use rights. Unless otherwise negotiated, the

City assumes a non-exclusive, perpetual use of any licenses, independent of maintenance, services, and or support agreements.

• Software Maintenance: If any, must be calculated from a clearly defined basis and be an optional purchase at the City’s discretion. Routine updates, fixes, or patches shall be included within the base license and shall not be subject to a separate maintenance contract. Unless otherwise negotiated, the City assumes the maintenance basis to be the net price dollar amount of non-exclusive, perpetual use licenses times the annual maintenance percentage amount, not to exceed 15%, and due in advance of the period covered on an annual or quarterly basis. Any software customizations not covered in the maintenance terms must be clearly identified by the

Vendor.

• Upgrades, Updates and Patches: The Vendor shall make available to the City at no additional charge all upgrades and patches to the software as they are released so long as the City is currently under the Vendor’s software maintenance agreement. If the City opts to take advantage of the patch or updated version, the Vendor shall install and support it under the on-site maintenance agreement. Upgrades and patches shall be applied in accordance with City's change management procedures. This maintenance/upgrade activity shall be automated by the

Vendor and reports of driver and patch versions proactively provided to the City on at least a quarterly basis, also available to the City I&P staff to view on demand.

3.11. Managed Print Services

These services apply to both the MFDs and stand-alone printers.

Reporting capabilities shall include; detailed and summary (dashboard) level, historical data by day, week, month, quarter, year, and lifetime, activity by - date, device, user, department, function, document name/origin, output media, destination, page count, cost, and top 10 user defined custom reports; ability to rename printers, additional field for comments such as "used by office the mayor" or

"confidential for CoS"

Managed print solution should seek to: analyze and optimize total print output environment, proactively identify costs-saving solutions, and provide printing network management and IT integration.

Solution shall be capable of:

• tracking all device usage (and potentially existing print device);

• authentication from MFD to AD/LDAP via HID Proximity Card Reader and manual logon;

• ability to physically release secure print job(s) from any MFD via HID Proximity Card and manual logon;

• ability to set quota by user, device, department/billing code, option for popup message informing user of print cost then automatically or with user intervention redirect print jobs to lower cost devices. While an agent component may exist the very core of the solutions functionality should be agentless. Such a solution should be applicable to the total print environment, MFDs and standalone printers alike.

3.12. Security

Two main areas of focus are personnel and implemented solutions. Hardware, software, and network security is an ongoing requirement. Documents with privacy requirements need to remain private. Describe how the proposed solution will ensure the City is never compromised as a direct/indirect result of implementation. The City desires a certificate of destruction for all memory devices when removed from the City. Indicate special recognition or industry awards received in this area. Also note that all real or potential security vulnerabilities shall be reported to the City and rectified ASAP.

Suggested items to address include:

• IEEE certifications;

• HIPAA compliance;

• Data encryption;

• Access control;

• Data overwrite feature;

• Fax and network security; and

• Audit trail.

3.13. Service and Maintenance Requirements

The Contractor will perform a Fleet Analysis on all current MFD and stand-alone devices as the first phase of the project. This work shall be completed within 15 days of contract award. It will enable the

Contractor to become familiar with the City’s printing infrastructure, and evaluate the reasonability of the proposed implementation plan in the City’s environment.

The Contractor shall conduct initial and annual comprehensive facilities surveys and discovery sessions that will address the City’s requirements and supporting documentation. Its purpose is to allow the

Contractor to perform a right-sizing assessment in order to analyze the City’s use of devices and printing services by location and device type. The resulting report will identify any underutilized devices, as well as any recommendations for decreasing/increasing fleet size for the City. The reports are to promote the following activities:

• Knowledge of underutilized devices/equipment in the City’s possession.

• Discussion of removal of said unused devices/equipment.

• Discussion of alternative solutions for underutilized devices/equipment, such as consolidating printing needs for a shared workspace, etc.

Monitoring, Reporting, Diagnostics, and Configuration- The MFD solution shall be proactively monitored by an intelligent, real-time solution to mitigate real or potential fleet related issues (supplies, maintenance, repairs, error codes, stopped or hung services, etc.), trigger creation of a trouble ticket and notify/ dispatch solution providers support staff. Reporting capabilities shall allow high level

(dashboard would be nice) as well as very detailed reports (i.e. performance metrics, customer satisfaction, performance trends, variance between the reported measures and actual performance standards, etc.) and offer output to a verity of formats, i.e. Word, Excel, PDF, HTML, XML. As fleet issues arise, they shall be remotely diagnosed and resolved where possible. When MFD configuration requirements and directives change, a centrally managed solution that can quickly and easily push changes to the fleet wins out over having to physically visit each device. The preferred solution would encompass all areas in a single, cost effective, easy to use, unified software package.

3.14. Service and Support

The Vendor shall provide their turnkey service and support solution to the City. Level and quality of service are paramount and service improvements shall be made continuously in line with the City’s long-term vision and goals. Documented policy shall be linked to clearly defined processes and procedures and made available upon request. Support Engineers shall receive continuous and relevant training, perform regular brain dump/knowledge transfer sessions, and proactively keep abreast current service bulletins/patches/fixes etc., to better serve the City. Established support levels shall be clearly defined and communicated, with separate but equal levels for both MFDs and stand-alone devices.

The City reserves the right to have vendor staff replaced if their work is unsatisfactory; or if their behavior is perceived disruptive to our work environment; or if a staff member becomes ill; or if the assigned individual is no longer suitable for the assigned tasks; or if for any other reasons the assigned work tasks are terminated. The City will not assume any responsibility or liability for personnel actions taken by the Vendor when such a replacement is required.

The Contractor shall have a service organization capability which includes but is not limited to the following:

• Qualified service/repair personnel: Service representatives shall be full-time employees of the

Contractor or designated by the Contractor as their full-time authorized representative. Service representatives shall be fully trained technicians. All warranty or maintenance services to be performed on the items specified in this solicitation as well as any associated hardware or software shall be performed by qualified technicians properly authorized by the manufacturer to perform such services. The City reserves the right to require proof of pertinent certification at any time during the term of the contract.

• Repair Parts: Defective parts may only be replaced by new OEM parts if they exist or are still manufactured; if no such parts exist, the Contractor will replace the indicated printer; no refurbished, remanufactured, surplus parts or the like will be used. For repair or replacement of parts Contractor will call the designated number to request service.

• Offeror shall include any web interface currently in place for placing and tracking service requests, to include status of requests, parts ordered, etc.

• Service response times: Response to requests for service shall be made within 4 working hours of notification by the agency during normal working hours of 7:30 A.M. to 4:30 P.M. Monday through Friday, excluding City holidays. The 4 hour response times apply to service requiring a technician actually on site of the Equipment needing repair.

• Repairs to solutions implemented shall be completed within 12 working hours from first notification by the City. Contractor must have a local parts depot fully stocked to meet this requirement. If Contractor is unable to fully restore device to proper working order the entire monthly cost of the device will be credited to the appropriate city account affected by the outage.

• Excessive downtime: All devices including all accessories and software furnished under the contract shall be capable of continuous operation. Should any device, any accessories, or software become inoperable for a period of 16 consecutive working hours, the Contractor shall, at the agency's option, provide, at no charge, a loaner device or accessory of equal capability of non-performing piece of equipment.

• Full maintenance shall be included in the charge for all leased devices and shall be available on all devices purchased outright. Full maintenance shall include preventative maintenance, all parts including, but not limited to, drums, and labor.

• Maintenance Term: Maintenance agreements established by issuance of a purchase order shall be effective on the date the machine(s) is accepted, ready for use, and shall continue for a twelve month period or less depending on the date of installation to coincide with the fiscal year

(ending December 31st).

• Preventative/scheduled maintenance (PM) shall be based on the specific needs of individual machines as determined by the Manufacturer. The Contractor shall schedule regular preventative maintenance (PM) service calls during the summer months (when school is not in session). Scheduled PM calls will not be considered downtime. The PM calls shall include, but not be limited to, routine cleaning, lubrication, necessary adjustments, and replacement of unserviceable parts. Preventative/scheduled maintenance shall be performed in accordance with the manufacturer's recommendations.

Service Logs: A service log shall be included with each machine. Make, model number, and date of installation shall be recorded by the Contractor. Thereafter the agency shall maintain and complete the log each time service is requested, including on-site responses and Phone-line support. The log shall list the issue/problem, response time, cause of breakdown, downtime, and time for repairs and the resolution. In the case of an on-site service response the contractor's representative shall sign the log when service has been completed and the log shall be countersigned by the person in the agency designated as in charge of that particular MFD. Preventative Maintenance performed shall also be maintained in this log. Should the cause of the service call be determined by mutual consent to be an operator error, misuse or abuse by the agency it shall be recorded under the resolution section of the log. This log will serve as a basis to resolve any complaint of excessive downtime, slow response to service calls and or request to cancel a rental agreement prior to expiration.

Service representatives shall provide an appointed City employee with a maintenance summary of services rendered. Before acceptance, the representative will demonstrate to the City employee that the equipment is now in fully working order.

3.15. Account Management

Basic account management should include: regular management reviews of support history and open support requests, priority handling for feature requests submitted to Offeror, monthly reporting on support issues, case history, and established metrics, Technical Account Manager on-site a minimum of once a month, and full-time professional services resource providing coordination, communication, and technical consultation services until issues are resolved. Offerors should present their plan for; long-term customer support and satisfaction strategy, measuring and reporting customer (City employees) satisfaction, implementing a service request escalation and issue resolution process, and a plan for identifying, implementing, and measuring business process improvements; vendor to suggest improvements opportunities. Vendor will conduct regular Business Reviews and should suggest cadence, participation by Vendor and City, and expected outcomes. The City desires timely access to all Offeror records related to the contract awarded. Please see all previous mentions of reporting in this RFP.

3.16. Fleet Transition

Vendor is solely responsible for all planning and activities surrounding and related to the transition from the City’s existing fleet to the Vendor’s proposed solution. This includes the removal of the City’s existing fleet and transportation of that fleet back to the current leasing company. All costs related to the transit and logistics of the removal and relocation of current equipment is to be borne by the

Vendor. Vendor shall have complete solution implemented within two (2) months of contract award. Vendor shall continually interface and coordinate with City and existing vendor to completion. Removal of existing MFD fleet shall be concurrent with the installation of new/upgraded solutions. Software solution shall be in place before hardware is rolled out. All devices shall be clearly labeled to show the Vendor's support phone number, supply order phone number, and manufacture serial number. No cost will be incurred by the City for any/all related fleet transition planning and activities. A detailed, easy to read plan shall be presented free of ambiguity describing how this is to happen.

3.17. Service Level Agreement

Prospective vendors shall submit a Service Level Agreement (SLA) describing in minute details the services and service level(s) being offered (provide evidence and detailed results of SLA for like sized organization). MFD solution uptime should remain at ¬>98% during City hours of operation. Uptime is defined as simultaneous full functionality of all features/functions in implemented solution. Vendor shall describe in detail how uptime will be calculated, recorded, and reported.

3.18. Restoration of Service

For purposes of this RFP, Response Time is defined as the amount of time taken between service request submission and time for technician to be on-site end user contact providing them with the following; service request/ticket reference number, estimated time to restoration, brief synopsis of action taken if any, and collection of additional information as necessary. Restoration of Service is defined as returning a device or system to its full operational state. 24/7 one (1) clock hour on-site response and two (2) clock hours restoration of service time should be provided to “First Responders”

(Police, Fire, Emergency Management, etc.) and other designated devices serving critical City operations

(at no charge to the City). 24/7 web and phone support should be offered as needed. 11/5 on-site support (7 a.m. to 6 p.m. weekdays, excluding City holidays) with overlapping shifts to provide maximum staffing during the hours of 8 a.m. – 5 p.m. is required. If 24/7 service is charged at a premium compared to regular service hours, Vendor shall provide both price breakdowns as options to the City. If 24/7 service cannot be guaranteed, Vendor should propose a loaner program to be offered to the City in cases of machine downtime.

Vendor will accept and provide the same Response and Restoration of Service times for service requests submitted via web, email, phone, written, and verbally. Response time within two (2) business hours and Restoration of Service within four (4) clock hours of service request submittal should be guaranteed. If Response and/or Restoration of Service are not achieved within these specified times, the entire monthly cost of the MFD and associated components and/or solutions will be credited to the

City’s MFD Program account at the City’s discretion. The end user shall remain informed and receive regular updates. Agreed upon MTTR (Mean Time To Respond) and MTTR (Mean Time to Resolve) will be explicit, reported on a regular basis (at least monthly), accountable by vendor and breeches in SLAs will result in corrective action specified by the Vendor as well as penalties for lack of compliance.

3.19. Maintenance and Supplies

Vendor shall provide turnkey maintenance and supplies (including preventative and scheduled, and emergency) solution to the City. It is desired that frequently used field replacement units (FRU’s) and supplies shall be identified and stored at City facilities identified for storage at no cost to the

City. Vendor will be solely responsible for all service, supplies, maintenance, repair, upgrade, and replacement of solutions implemented.

Likewise, the Vendor will:

(a) furnish all tools, equipment, supplies, supervision, transportation and other accessories, services, and facilities necessary to complete the work; (b) furnish all materials, supplies, and equipment specified and required to be incorporated in and form a permanent part of the completed work;

(c) provide and perform all necessary labor;

(d) perform and complete the work in accordance with good technical practice, with due diligence, and in accordance with the requirements, stipulations, provisions, and conditions of this RFP and the resultant agreement in the most timely, effective, efficient and economical method possible while maintaining a high level of customer service and satisfaction and to the satisfaction of an authorized City representative.

Vendor shall describe in detail how maintenance, repair, upgrade, and replacement have been successfully provided to a like-sized organization and provide evidence. Vendor shall provide service credits (device and paper) at the City’s discretion for impressions made during maintenance and service calls.

3.20. Education, Training and Communication

There is a perpetual need in all three areas; therefore, Vendor shall be solely responsible for all education, training, and communication of solutions provided. Likewise, the Vendor shall:

(a) furnish all tools, equipment, supplies, supervision, transportation and other accessories, services, and facilities necessary;

(b) furnish all materials, supplies and equipment specified, and provide and perform all necessary labor;

(c) provide all equipment operation training as specified; and

(d) perform and complete the work in accordance with good technical practice, with due diligence, and in accordance with the requirements, stipulations, provisions, and conditions of this RFP and the resultant agreement in the most timely, effective, efficient, and economical method possible while maintaining a high level of customer service and satisfaction at no cost and to the satisfaction of an authorized City representative.

In order to keep the training relevant to the ultimate look-and-feel of the system as well as fresh as possible and still accommodate the necessary number of sessions, it is expected that training will not begin until after preliminary system acceptance and before cut-over, but in no case will begin longer than 60 days prior to the scheduled “go live” date. The City shall provide space sufficient for conducting the training and housing and securing the training equipment. The Vendor shall be responsible for providing sufficient training materials and take-away documents such as user manuals and user guides/quick reference guides to adequately perform the initial training and provide follow-up reference material for the trainees, as well as ‘How To” documentation for end users.

Print Shop staff may require training if provided software and hardware is different than the current configuration.

The Vendor shall develop a training and communication work plan and curriculum to be approved by a

City authorized representative. The work plan should include periodic follow-up and update training and communication especially when a new HW/SW release or version is installed. The Vendor’s City-approved training schedule shall be closely coordinated with City staff to coincide with the installation of the software and hardware. Upon acceptance by a City authorized representative, the Vendor shall implement said approved plan. Explain in detail how education, training, and communication have been successfully provided to a like-sized organization, providing evidence of such. Explain in detail the proposed education, training, and communication solution, including, policy, process, and procedures.

3.21. Consultation

The Vendor’s staff shall be available for consultation with City staff on an as-needed basis between 8:00

AM and 5:00 PM, Eastern Time, Monday through Friday.

3.22. Defective Equipment

In the City’s judgment, if equipment is deemed unsatisfactory, or is not completely operational (all equipped functions working simultaneously), or out of service for more than two business days, the

Vendor shall replace such equipment (hardware or software) with the same or better, including all services and materials necessary to restore all functionality at no cost to the City.

The City reserves the right to inspect replacement equipment and deem it satisfactory or unsatisfactory. If replacement equipment is ever deemed unsatisfactory, or is not completely operational providing the same functionality as the original for more than two business days, the

Vendor shall, at no cost to the City, continue to replace all associated equipment with 100% new unused equipment (used, rebuilt, refurbished, remanufactured, newly manufactured, factory produced new model equipment and the like are not acceptable) of similar or greater capabilities until restoration of all functionality is deemed satisfactory by an authorized City representative.

3.23. System Documentation

The Vendor shall supply as dictated by and at the City’s request in a timely fashion, documentation in printed and/or electronic format (i.e. latest version of MS Word/Excel/Project/Visio/etc., PDF, or other format at the City’s option). The proposed solution must include complete documentation including, at a minimum:

• Technical Documentation: Describe the technical architecture, capabilities, and specifications of the solution as installed, configured and customized. The technical documentation must include information regarding the relational database design (data dictionary), record or table layouts, file schemas and use of application programs interfaces (API’s), program description, report manual and the like. A detailed Visio diagram encompassing the entire solution and dependencies will be kept up-to-date and made available at all times. The Vendor shall compile and provide to the City complete documentation for all hardware, COTS, and customized components of the solution environment.

• Systems Administration Documentation: Describe the steps and procedures necessary to operate the solution as installed, configured and customized including a detailed troubleshooting guide to resolve any conceivable solution related issues. It must include information relating to procedures for system start-up and shut down, batch job submission procedures, security procedures, table maintenance procedures, etc.

• User Documentation: Describe the operation of the products, as installed, configured and customized from an end user perspective. The documentation must cover sign-on and sign-off sequences, menu operation, screen descriptions, means of invoking online help facilities, report generation, etc., and must be targeted to specific user groups.

The Vendor shall, at no additional charge to the City, provide updated technical, System Administrator, and user documentation when major system changes or updates occur such as Versions or

Releases. Documentation will be provided in electronic format with permission for the City to distribute internally as needed. All new versions and releases must be accompanied by a document clearly explaining the new functionality, features, corrections, etc., addressed by the release or version.

The Vendor shall, at no additional charge to the City, provide documentation for any system configurations and integrations. Any content within the documentation which is considered proprietary in nature shall be so marked.

The Vendor shall be responsible for maintaining all documentation for the solution(s) implemented on an ongoing basis

The Vendor shall be responsible for maintaining a current and accurate inventory of all managed devices.

3.24. Billing and Invoicing

Billing shall not begin until the last unit is in place, working satisfactorily, and approved via signature by an authorized City representative. Invoices shall be sent monthly, clearly marked, easy to read, and include separate detailed line items for: hardware, software, labor/support, services, summarized, and supplies. Hardware line items for each model should include the following columns: unit description, number of units, price per unit, and total price. Similarly; software, labor/support, services, and supplies should be broken out into detailed columns. The invoice should also include a grand total of all solutions purchased. It should be clear and easy to determine what is being paid for. An itemized amortization schedule should be supplied at lease inception then annually on January 1st and as equipment is added or removed. Continued efforts should be made to automate this process.

3.25. Leasing

Any additional purchases of devices, elected accessories, and software outside the terms of the lease shall be initiated by City of Pittsburgh Innovation & Performance. Authorized users shall lease at the monthly lease price of any additional features.