RFP - TI-24-388-Managed Print Services (Final)~1.pdf

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 1

City of

Long Beach Request for Proposals RFP - TI-24-388

Managed Print Services

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 1

Overview

Summary

The City is seeking a Contractor to provide Multi-

Function Devices (MFDs) and desktop printers with both purchase and leasing options including maintenance, support, and supplies.

Key Dates

Release Date: July 16, 2024

Optional Pre-Proposal Meeting: 10:00 AM (PST) July

30, 2024

Questions Due to the City: 11:00 AM, August 13, 2024

Proposals Due: 11:00 AM, September 10, 2024

The City reserves the right to modify these dates at any time, with appropriate notice to prospective Contractors.

Proposal Information

Instructions for what to include in your proposal and how to submit it are detailed in Section 4.

Proposals must be submitted electronically via

LongBeachBuys.com.

Official Contact

Anthony Delgado rfppurchasing@longbeach.gov

All communication with the City related to this RFP must be directed to the contact listed above.

mailto:rfppurchasing@longbeach.gov

Ma Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 2

Contents 1 The Opportunity

1.1 Project Summary

1.2 Background

1.3 Goals

1.4 Award Terms

2 Scope of Work

2.1 Description of Services

2.2 Performance Metrics & Contract Management

3 How We Choose

3.1 Minimum Qualifications

3.2 Evaluation Criteria

4 Proposal Instructions & Content

4.1 Timelines & Instructions

4.2 Proposal Content

4.3 Narrative Proposal Template

5 Terms & Conditions

5.1 Acronyms/Definitions

5.2 Solicitation Terms & Conditions

5.3 Contract Terms & Conditions

5.4 Protest Procedures

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 3

1 The Opportunity

1.1 Project Summary

The City of Long Beach (City) is seeking proposals for Managed Print Services (MPS) to implement a single source vendor contract with the ultimate goal to consolidate vendors, services, and technology for approximately 415 owned and leased Multi-Function Devices

(MFDs) and single function printers at various City locations. In addition to the current 415 vendor managed devices outlined in this Request for Proposals (RFP), the City also has various non-managed desktop printers and MFPs that may become a part of the resulting contract and MPS services. The City is looking for a single source Managed

Print Services provider with experience in managing large business accounts. The current production print center is not part of the scope of this RFP.

1.2 Background

The City has conducted an extensive assessment of the City’s current printing processes, existing leases, and service contracts, and identified requirements for future printing needs. The recommendations from this analysis were used as the basis for this RFP to improve processes by implementing a strategic Managed Print Services program, as well as to assist with facilitating the RFP and resulting change management plan. Details of the

City’s findings and recommendations are included in this RFP.

The City of Long Beach employs over 6,000 full-time employees across its various departments and agencies. The City of Long Beach has over 23 distinct departments that handle various municipal services and operations. Some of the major departments include:

• Police Department

• Fire Department

• Public Works

• Parks, Recreation and Marine

• Development Services

• Health and Human Services

• Library Services

• Financial Management

• Energy Resources

• Harbor Department (Port of Long Beach)

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 4

These departments are spread across multiple locations throughout the city. The main administrative offices and departments are located in the Civic Center area, near Ocean

Boulevard and Magnolia Avenue. However, many other facilities and offices are dispersed in various neighborhoods. For example:

• Police and Fire stations are strategically placed across Long Beach.

• Libraries and community centers are found in multiple neighborhoods.

• Public Works yards and facilities are located in industrial areas.

• The Port of Long Beach operates along the city's waterfront.

Over the last several years, the City has consolidated the fleet of MFDs and desktop printers under one vendor. The current contract is coming to a close in 2024 and the City is seeking proposals for a new contract.

The detailed analysis of current equipment by location, department, and device will be found in Appendix A.

1.3 Goals

The City anticipates, on average, a 30% cost savings to the departments by implementing the MPS Program which would result in an estimated $1 Million in savings over the 5-year term. The City is seeking a Contractor who will work within the City’s cost savings model and provide on-going validated cost savings reports on a per Department and Citywide basis. The goal of this RFP is to engage a Managed Print Service Contractor who will implement the change management plan and deploy state of the art print technologies while reducing the environmental impact of printing services Citywide.

1.4 Award Terms

Any contract awarded as a result of this RFP will be for a period of five (5) years with the option to renew for two (2) additional one-year periods. The total contract term will not exceed seven (7) years. The Awarded Contractor will work with City staff to finalize the department analysis of current in-place City Hall MFDs and printers, contract end dates, and plan for implementing new technologies and services in 2024.

2 Scope of Work

2.1 Description of Services

MFD/printer equipment and/or service must meet the following requirements.

The Awarded Contractor shall:

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 5

• Provide fixed pricing for hardware, software and related services for the duration of the contract and ensure all departments are ordering equipment within the new contract terms.

• Provide a cost per page per device/category pricing model for all service, supplies, toner, and staples for all contracted devices on a pure usage-based model billed in arrears. Estimating meter usage will not be allowed.

• Optionally take over service, support, and supplies for existing MFDs and printers on a cost per page basis. Contractor shall indicate as part of its proposal which brands of MFDs and printers the Contractor has the ability to support.

• Assist in implementing the City’s change management plan based on current contract termination dates and department needs.

• Understand that the City does not guarantee a minimum or maximum quantity of installations. The City shall pay only for devices actually ordered by the City and delivered, installed, and made fully operational by the Awarded Contractor.

• Be authorized by the original equipment manufacturer (OEM) to service the equipment during the entire term of the Contract. Proposer shall provide verifications with proposal.

• Provide service technicians that are OEM trained and certified during the entire term of the Contract. Proposer shall provide verification with proposal.

• Only use OEM genuine or OEM approved parts and supplies to maintain the equipment. Contractor shall have same-day or next-day delivery for parts and supplies, with the parts delivered to the City or brought in by a service technician.

• Work with City staff to provide an analysis of recent utilization of current in place City

Hall MFD’s and printers, contract end dates and plan for implementing new technologies and services as the current lease agreements end. The goal is to replace current MDF’s / Printers when the leases end and/or the devices reach end of life.

• Provide the Technology and Innovation Department of the City of Long Beach with ninety (90) days’ advance notice of any new models of equipment or software proposed to replace end-of-life equipment or software.

• Understand that any new equipment or software proposed for deployment on the

City’s network shall be brought in for prior testing and approval.

• Understand that all replacement device pricing shall meet the same or lower cost level of comparable or equivalent to the replacement Model capabilities, features, and accessories.

• Understand that City staff or designee may validate hardware, software, and services pricing on all future technology options added to the standard City Wide MFD pricing matrix template over the term of this agreement.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 6

• Provide New Model pricing that is expected to be at the same discount levels as originally contracted as a result of this RFP and may not be higher than those provided to other governmental agencies of similar size and scope.

• Provide a dedicated Customer Support Team led by a Program/Project Manager who shall have overall responsibility for all activities related to this engagement.

• Provide an organizational chart listing the team members along with profiles of their skills, qualifications, and responsibilities.

All Print Devices Provided Shall Meet the Following Software Requirements:

• Be advised that the City currently uses Laserfiche and Tyler Content Management

(TCM) as document management solutions. The Awarded Contractor must propose a solution that is compatible with Laserfiche and TCM, as well as all major document imaging platforms for document management. As part of any proposal, a Contractor shall describe how and where it has previous experience with engagements where

Laserfiche and TCM were integrated.

• Shall have the ability to use both Printer Command Language (PCL) and postscript drivers and be capable of default to black and white and duplex printing for cost efficiencies.

• Shall allow for Active Directory integration.

All Print Devices Provided Shall Meet the Following Technical Requirements:

• Provide devices that are unopened/sealed and will not have been used since manufactured and shall be current models or modern technology in current production and not scheduled to retire within the next 24 months.

• Be U.L approved ENERGY STAR compliant.

• Be ISO hard drive security standards compliant.

• Assist the City in maintaining confidentiality and security of documents and information that pass through MFDs and printers.

• Shall be capable of reporting potential issues, trigger re-ordering of supplies, etc., via network connection, and providing proactive service based on this information as part of the managed print services agreement.

• Shall enable online program management and reporting to the City for fleet specific and overview information, supplies ordering, usage, up-time, invoicing, etc.

• Shall have the ability to scan to desktops and email.

• Shall have the ability to scan to network folders and workflow applications.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 7

• Shall have the ability to send automated meter reads for billing purposes.

• Shall have the ability to send automated device health status reports.

• Shall have the ability to produce clean, acceptable images using a minimum of 100% post-consumer waste recycle paper made for xerographic purposes, with no greater frequency of paper jamming than virgin pulp paper.

• Shall support Secure Print capabilities/badge security.

• Shall have Optical Character Recognition (OCR) options/capabilities.

• Other platforms may be used in the future. Contractor should provide a listing of most frequently supported content management platforms their product integrates with.

• All service and merchandise shall be Cal/OSHA compliant.

• All devices must be maintained, configured, and repaired by the Contractor.

• Proposers shall outline which proposed equipment is National Information Assurance

Partnership (NIAP) Certified Level 2 equipment.

• Shall be 64-bit compatible.

• All devices shall have a bypass tray.

• All devices shall be PC and Mac Print compatible.

• All devices shall be able to allow the Technology and Innovation Department to remotely update and change settings for performance, security, or other purposes.

The Awarded Contractor shall provide the following Managed Services:

• Awarded Contractor shall provide the City with ten days’ advance notice when a Strategic Account Manager will no longer be supporting the City and schedule an introduction of any replacement personnel.

• The City reserves the right to request a replacement of staff(s) not performing to the

City’s expectations.

• The Awarded Contractor shall continually monitor existing service levels and compliance to SLAs.

• Provide interface between end-users, technical support, and resources to improve/maintain customer satisfaction.

• Act as the primary point of contact for all aspects of the contractual relationship with the customer.

• Develop continual process improvements.

• Facilitate quarterly/semi-annual performance reviews.

• Resolve customer complaints and concerns by investigating problems, as well as develop solutions and manage through to resolution.

• Provide reporting metrics and tracking data as required to fulfill SLAs.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 8

• Develop and document implementation plan for each additional phase of the client

Change Management Plan.

• Follow-through on mission critical activities identified by the Client and Internal

Management.

2.1.1 Equipment Uptime

Each device shall be expected to perform the intended functions, to operate satisfactorily and to produce acceptable copy quality for a minimum of 98% of the available work time averaged (Monday – Friday from 7:30 AM to 5:30 PM) over a consecutive three-month period. Preventative maintenance time shall not be included in the minimum.

Any device or feature that does not meet the 98% measurement for any three consecutive month periods shall be replaced with a new device at the Contractor’s expense. Such replacements will be at no charge to the City. This performance guarantee shall apply for the duration of the lease/contracted period beginning on the deliver/acceptance date of the equipment. Failure to meet the 98% uptime standard as required will cause the City to take a service credit and withhold that amount from invoices owed to the Awarded

Contractor. The service credit shall be $50.00 per hour for each hour below 98% uptime, calculated based on regular business hours, Monday through Friday, 7:30 AM to 5:30 PM.

2.1.2 Remedial and Preventative Maintenance and Supplies

Coverage offered in each instance is to be a full-service maintenance contract including all toner, developer, fuser, oil, drums, staples, repair parts, labor and preventative maintenance service. The Awarded Contractor is not required to provide paper. The

Awarded Contractor is responsible to remove and dispose of used supplies containers, at no extra cost to the City. The Awarded Contractor must provide manufacturers’ notices of discontinuing the production of any model furnished under contract.

The Awarded Contractor shall provide preventative and remedial maintenance service during City’s normal business hours Monday through Friday, 7:30 a.m. to 5:30 p.m. Pacific

Time except on City holidays to keep the equipment in good working order.

Preventative maintenance will be regularly scheduled and based on the specific needs and recommendations of the equipment as determined by the manufacturer.

On-call remedial maintenance will be performed on an as needed basis as determined by the City and/or determined by MFDs diagnostics and “call-home” features.

Spare parts must be kept by the Awarded Contractor to be available for repairs necessary to keep the MFDs operating. All maintenance will be performed by fully factory trained technicians. Awarded Contractor shall only use OEM replacement parts and authorized supplies in the equipment proposed. Refurbished parts and toner is not

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 9 permitted. Awarded Contractor will be responsible to pick up and recycle depleted toner cartridges or supply pre-addressed, prepaid return labels for shipping.

2.1.3 Replenishment/Replacement of Supplies

Supplies shall be received within (2) two working days of a low toner alert, with a full supply set per printer stored on-site at all times or as agreed by the departments/community.

Awarded Contractor shall work with each location that has 10 or more devices to determine a methodology for storing and restocking back up toner on-site.

Awarded Contractor will provide a documented process for each department and include the written process in the quarterly review process.

2.1.4 Response Time

The maximum standard response time (for a technician on site) allowed shall be 4 hours from the time of any initial call, except as pre-arranged through the City’s Technology and

Innovation Department.

2.1.5 Repair Credit

Failure to respond as required will cause the City to take a service credit and withhold that amount from invoices owed the Awarded Contractor. The service credit shall be $50.00 per hour for each hour after the 4th hour.

The City will require a per copy credit for all copies made during the course of repair testing and maintenance. The credit must appear as a separate line item on the invoices.

All repair technicians dispatched to repair City MFDs/printers and Maintenance Service shall be fully aware of the conditions contained herein.

2.1.6 Loaner

If during a repair call it is determined that an MFD(s) or printer(s) cannot be repaired in place within 48 hours of the time a repair call is placed, another MFD(s) or printer(s) of like size and features is to be supplied at no cost other than the contract service/maintenance per copy charge in effect at that time.

2.1.7 Installation, Inspection, and Acceptance

Awarded Contractor will coordinate the installation phase with City staff. Upon installation, the City shall operate the MFDs for thirty (30) days. All functions must work in the City’s environment without difficulty or failure. Awarded Contractor will be notified of any and every difficulty or failure. Should the MFDs or printers not perform in accordance with the requirements stated in this RFP to the satisfaction of the City staff, the MFDs or printers must be removed at the contractor(s) expense and the contract may be terminated. Upon

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 10 successful performance of the MFDs during this thirty (30) day period, the MFDs will be accepted, and the contract shall begin.

2.1.8 User Training

The Awarded Contractor shall provide a minimum of (3) one-hour orientation and training sessions for the end-user department staff on all aspects of machine operation, maintenance, and supply replenishment for each machine placed in service. These sessions will be held in Long Beach at the City’s specified locations.

Awarded Contractor shall provide training to all appropriate City staff to ensure a seamless implementation of equipment and systems during the installation process and after the systems have been initiated, tested, and proven fully operational.

• Such training shall be of sufficient depth and scope to allow a complete understanding of the proper operations and use of the machine, to include how to use the scan, copy, print and fax capabilities.

• Such training shall include, but not be limited to, an overview of the device control panel and printer drivers and demonstration of replacing toner, staples, paper and removing paper jams.

• When requested, Awarded Contractor shall conduct all training sessions onsite at City of Long Beach’s premises with its own personnel or with outside factory-authorized sources; however, in each case the trainer must possess sufficient skill and knowledge to achieve the desired level of training in a timely and competent manner.

• Awarded Contractor shall also provide all necessary training materials via a customized web-link.

• Awarded Contractor shall provide extensive training to specified City staff related to proper operation of the departmental copiers, including proper use of all copy, print, and scan features.

• For locations with ten (10) or more devices, Awarded Contractor shall provide periodic training (not less than two (2) classes/one (1) training per day) per calendar month to accommodate new end-users, as well as to provide refresher training for general users.

• Training shall be provided at no additional cost.

2.1.9 Awarded Contractor’s Removal and Surrender of the Equipment

At the end of the lease term or unless sooner terminated, the City of Long Beach shall surrender the equipment if such equipment is not purchased at the end of the lease term.

Awarded Contractor shall, at Awarded Contractor’s cost, accept and remove equipment as

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 11 provided in any lease. Failure to remove the equipment shall entitle City of Long Beach to remove the equipment and place it in storage at Awarded Contractor’s expense and

Awarded Contractor shall hold the City of Long Beach free and harmless from any expense or damages of any kind occasioned thereby and arising there from.

A company representative must provide 60 days’ notice of all upcoming lease expirations.

Expired leases will revert to a month-to-month services agreement. Contractor must include in their proposal the terms and conditions of the service agreement (click charges, service charges, etc.) for each subsequent year following the initial lease term.

2.1.10 Relocation

MFDs may be relocated (after initial installation) two (2) times during the period at no charge to the City of Long Beach. Thereafter, if the same MFD is relocated, it will be at the rate specified in the contract. This does not include MFDs replaced or upgraded.

2.1.11 Customer Service/Support

The City is seeking a single Managed Print Services provider with experience in managing major account business. The City’s preference is a Contractor with internal non-sales support project management staff dedicated to managing the customer relationship alongside the Sales team. This Contractor shall be experienced in supporting similar national account business and provides the following customer support responsibilities:

• Directly responsible for the fulfillment of all Statement of Work (SOW) commitments with City of Long Beach. Work to create and implement specific operations practices including:

• Continually monitor existing service levels and compliance with SOW terms.

• Provide interface between end-users, technical support, and resources to improve/maintain customer satisfaction.

• Follow-through on mission critical activities identified by City of Long Beach.

2.1.12 Billing

The billing shall be complete, accurate, and, on time.

• Errors must not exceed 2% of the devices billed and the itemized errors and corrections shall be received within twenty (20) calendar days after the end of the following month. The errors and corrections should be reconciled against total inventory of that department and presented clearly so City can validate.

• City and the Awarded Contractor will agree on what information the invoice will contain, the billing process between both parties, and how it will be formatted.The

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 12 invoicing must contain information on assigned department/location of the printer as well as cost per for the department/location.

• Awarded Contractor shall provide City with usage and billing statistics quarterly and/or upon request by City staff or designees. Billing must allow for customizable fields per device for department codes, contact person, contact number, device location address and other criteria. The usage report submitted for billing must match with the monthly invoice.

• Each department shall receive a summary invoice for all departmental costs on a monthly basis. Method of delivery shall be determined with the Awarded Contractor.

• Estimating of meter usage for billing will not be allowed.

• All usage charges are to be billed in arrears and no base allowance or volume guarantee shall be included in any department order.

• On a Quarterly basis, an organization-wide billing and usage report shall be generated to reflect each department/community total devices, lease and/or usage charges for the previous quarter. The report shall sub-total each division with the organization wide roll-up of total costs.

2.1.13 On-Site Dedicated Staff

Awarded Contractor will provide on-site support for the Police Department and optionally for other City locations. An assigned on-site associate from the Awarded Contractor shall be responsible for the following tasks and responsibilities:

• Develops and maintains a preventative maintenance schedule for all department

MFDs.

• Acts as the first point of contact for all MFD related service requests. Provides first response basic break/fix service. If needed, places a follow up service ticket in printing device system.

• Maintains an on-site inventory of parts and consumable supplies, as well as respond to requests from City staff to install toner and paper.

• Monitors all devices usage meters monthly and quarterly and submits meters for billing.

• Ensure all SOW requirements are met for department uptime and satisfaction.

In addition, Awarded Contractor shall:

• Utilizes a computer provided by the Awarded Contractor with secure access to wireless internet services outside the department network from a provided workspace.

• Pass a Police Department standards background check for security purposes.

Awarded Contractor shall be responsible for all fees.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 13

• Comply with California Law Enforcement Telecommunications System (CLETS)

Policies, Practices and Procedures 1.6.4 Confidentiality of Information from the

CLETS. Only authorized law enforcement, criminal justice personnel or their lawfully authorized designees may use a CLETS terminal. Any information from the CLETS is confidential and for official use only. Access is defined as the ability to hear or view any information provided through the CLETS.

o Additional information can be found using the following link:

https://le.fbi.gov/cjis-division/cjis-security-policy-resource-center

2.1.14 Printer/Copier Category Specifications

Below are the copier/printer Categories utilized by the City, their respective features, and a breakdown of the current fleet.

The City requests that vendors use these categories/features as a baseline to understand the City’s current fleet and desired specifications.

Vendors should include a categorical breakdown based on the specifications provided by the City below or an equivalent alternative.

Current Fleet Category Numbers:

• Category 1: 6

• Category 2: 103

• Category 3: 3

• Category 4: 107

• Category 5: 94

• Category 6: 87

• Category 7: 13

Category 1:

• Description: A high-performance and versatile multifunction printer/copier designed for medium to large work-groups and departmental environments. This machine combines powerful printing, copying, scanning, and faxing capabilities into a single compact footprint.

o Features:

1. Print Speed: Up to 75 pages per minute (ppm) in both color and monochrome.

2. Print Resolution: Up to 1200 x 1200 dpi print resolution,

3. Copier Functions: High-speed copier with various copy modes, including duplex copying, booklet copying, and ID card copy.

https://le.fbi.gov/cjis-division/cjis-security-policy-resource-center

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 14

4. Scanning and Faxing: Scanner supports color and monochrome scanning allowing the user to digitize documents quickly. It also includes Super G3 faxing capabilities for efficient document transmission. Also has built in OCR that can convert scanned documents into text-searchable PDF’s as well as Microsoft Office file formats like

Word, Excel, and PowerPoint.

5. Paper Handling: Has the ability to handle various paper sizes and types, including legal, letter, and ledger.

6. Connectivity: The printer offers various connectivity options, including

Ethernet, USB, and wireless networking. Also provides access to popular

Cloud applications like SharePoint, OneDrive, Google Drive.

7. Security Features: To protect sensitive information, the copier/printer includes advanced security features such as data encryption, secure print release, and user authentication, ensuring that only authorized personnel can access and utilize the device.

8. Eco-Friendly Design: Incorporate energy-saving technologies, helping to reduce power consumption and minimize environmental impact.

Category 2:

• Description: A high-speed monochrome multifunction printer/copier designed for busy office environments and high-volume printing needs. This robust machine combines powerful printing, copying, scanning, and faxing capabilities into a single, compact footprint.

o Features:

1. Print Speed: Up to 60 pages per minute (ppm) in both color and monochrome.

2. Print Resolution: Up to 1200 x 1200 dpi print resolution.

3. Copier Functions: High-speed copier with various copy modes, including duplex copying, booklet copying, and ID card copy.

4. Scanning and Faxing: The scanner supports monochrome scanning allowing the user to digitize documents quickly. It also includes Super

G3 faxing capabilities for efficient document transmission. Also has built in OCR that can convert scanned documents into text-searchable PDF’s as well as Microsoft Office file formats like Word, Excel, and PowerPoint.

5. Paper Handling: Has the ability to handle various paper sizes and types, including legal, letter, and ledger.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 15

6. Connectivity: The printer offers various connectivity options, including

Ethernet, USB, and wireless networking. Also, provides access to popular Cloud applications like SharePoint, OneDrive, and Google Drive.

7. Security Features: To protect sensitive information, the copier/printer includes advanced security features such as data encryption, secure print release, and user authentication, ensuring that only authorized personnel can access and utilize the device.

8. Eco-Friendly Design: Incorporated energy-saving technologies helping to reduce power consumption and minimize environmental impact.

9. Productivity Features: Advanced features such as

• A retractable keyboard

• Job build for complex print jobs

• Network tandem printing for enhanced productivity and workflow efficiency.

Category 3:

• Description: A versatile monochrome multifunction printer/copier designed for medium to large workgroups and departmental environments. This reliable machine combines printing, copying, scanning, and faxing capabilities into a single compact footprint, making it a powerful document management solution for busy offices.

o Features:

1. Print Speed: Up to 50 pages per minute (ppm)

2. Print Resolution: Up to 1200 x 1200 dpi print resolution.

3. Copier Functions: High-speed copier with various copy modes, including duplex copying, booklet copying, and ID card copy.

4. Scanning and Faxing: The scanner supports monochrome scanning allowing the user to digitize documents quickly. It also includes Super

G3 faxing capabilities for efficient document transmission. Also has built in OCR that can convert scanned documents into text-searchable PDF’s as well as Microsoft Office file formats like Word, Excel, and PowerPoint.

5. Paper Handling: Has the ability to handle various paper sizes and types, including legal, letter, and ledger.

6. Connectivity: The printer offers various connectivity options, including

Ethernet, USB, and wireless networking. Also provides access to popular

Cloud applications like SharePoint, OneDrive, and Google Drive.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 16

7. Security Features: To protect sensitive information, the printer/copier includes advanced security features such as data encryption, secure print release, and user authentication, ensuring that only authorized personnel can access and utilize the device.

8. Eco-Friendly Design: Incorporated energy-saving technologies helping to reduce power consumption and minimize environmental impact.

9. Productivity Features: Advanced features such as

• A retractable keyboard

• Job build for complex print jobs

• Network tandem printing for enhanced productivity and workflow efficiency.

Category 4:

• Description: A versatile monochrome multifunction printer/copier designed for small to medium-sized workgroups and departmental environments. This compact machine combines printing, copying, scanning, and faxing capabilities into a single footprint.

o Features:

1. Print Speed: Up to 40 pages per minute (ppm).

2. Print Resolution: Up to 1200 x 1200 dpi print resolution.

3. Copier Functions: A copier with various copy modes, including duplex copying, booklet copying, and ID card copy.

4. Scanning and Faxing: The scanner supports monochrome scanning, allowing the user to digitize documents quickly. It also includes Super

G3 faxing capabilities for efficient document transmission. Also has built in OCR that can convert scanned documents into text-searchable PDF’s as well as Microsoft Office file formats like Word, Excel, and PowerPoint.

5. Paper Handling: Has the ability to handle various paper sizes and types, including legal, letter, and ledger.

6. Connectivity: The printer offers various connectivity options, including

Ethernet, USB, and wireless networking. Also provides access to popular

Cloud applications like SharePoint, OneDrive, and Google Drive.

7. Security Features: To protect sensitive information, the printer/copier includes security features such as data encryption, secure print release, and user authentication, ensuring that only authorized personnel can access and utilize the device.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 17

8. Eco-Friendly Design: Incorporated energy-saving technologies helping to reduce power consumption and minimize environmental impact.

9. Compact Design: Features a compact and space-saving design which are suited to a small to medium-sized office environments where space is limited.

Category 5:

• Description: A compact and versatile color multifunction printer/copier designed for small office and home office environments. This all-in-one device combines printing, copying, scanning, and wireless connectivity into a compact footprint.

o Features:

1. Print Speed: Up to 30 pages per minute (ppm) in both color and monochrome.

2. Print Resolution: Up to 600 x 600 dpi print resolution.

3. Copier Functions: A color copier with various copy modes, including duplex copying, ID card copy, and zoom/reduction.

4. Scanning: The built-in scanner allows the user to digitize documents and save them as PDFs, JPEGs, or other popular file formats. Also has built in OCR that can convert scanned documents into text-searchable PDF’s as well as Microsoft Office file formats like Word, Excel, and PowerPoint.

5. Wireless Connectivity: Built-in wireless connectivity, allowing the user to easily connect to their wireless network and print from multiple devices, such as smartphones, tablets, and laptops.

6. Compact Design: Features a compact and space-saving design.

7. Eco-Friendly Design: Incorporated energy-saving technologies helping to reduce power consumption and minimize environmental impact.

8. User-Friendly Interface: The printer features a user-friendly control panel with intuitive menus and buttons.

Category 6:

• Description: A powerful and versatile color laser multifunction printer designed for small to medium-sized workgroups and busy office environments. This device combines high-quality printing, copying, scanning, and faxing capabilities into a single compact footprint.

o Features:

1. Print Speed: Up to 27 pages per minute (ppm) in both color and monochrome.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 18

2. Print Resolution: Up to 600 x 600 dpi print resolution.

3. Copier Functions: Color copier with various copy modes, including duplex copying, ID card copy, and zoom/reduction.

4. Scanning and Faxing: The built-in scanner allows you to digitize documents and save them as PDFs, JPEGs, or other popular file formats, enabling document sharing and archiving. It also includes faxing capabilities for document transmission.

5. Paper Handling: A standard paper capacity of up to 300 sheets and the ability to handle various paper sizes and types, including legal, letter, and envelopes. Offers a wide range of document handling requirements and also supports automatic two-sided printing.

6. Connectivity: The printer offers various connectivity options, including

Ethernet, USB, and wireless networking.

7. Security Features: To protect sensitive information, the device includes security features such as secure print, PIN printing, and optional hard disk encryption, ensuring that only authorized personnel can access and utilize the device.

8. Eco-Friendly Features: Incorporated energy-saving technologies helping to reduce power consumption and minimize environmental impact.

9. Productivity Features: The device includes advanced features such as job storage and retrieval, remote management, and a color touchscreen control panel.

Category 7:

• Description: A reliable and efficient monochrome laser printer designed for small to medium-sized workgroups and busy office environments. This compact device offers high-quality printing capabilities and various features .

o Features:

1. Print Speed: Up to 40 pages per minute (ppm).

2. Print Resolution: Up to 1200 x 1200 dpi print resolution.

3. Paper Handling: A standard paper capacity of up to 350 sheets and the ability to handle various paper sizes and types, including legal, letter, and envelopes.

4. Automatic Duplexing: The printer supports automatic two-sided printing to reduce paper usage.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 19

5. Connectivity: Offers various connectivity options, including Ethernet, USB, and wireless networking.

6. Security Features: To protect sensitive information, the device includes security features such as secure print, PIN printing, and optional hard disk encryption, ensuring that only authorized personnel can access and utilize the device.

7. Eco-Friendly Features: Incorporated energy-saving technologies into the device, helping to reduce power consumption and minimize environmental impact.

8. Compact Design: Suitable for small office spaces or shared workgroup environments where space is limited.

9. Productivity Features: The device includes features such as job storage and retrieval, remote management, and preinstalled fonts and forms.

Additional details regarding copier/printer Department, Division, Location, and Category, can be found in Appendix A.

APPENDICES

Appendix A: Detailed analysis of current equipment by location, department, and category.

2.2 Performance Metrics & Contract Management

2.2.1 Performance Metrics

Awarded Contractor shall be required to interact with the City of Long Beach Technology and Innovation Department to coordinate configurations and protocols.

The table below highlights the targets that will be tracked and reviewed collaboratively with the Awarded Contractor during the contract. This list is an indication of the performance metrics of interest to the City and is not exhaustive or final. As a part of a response to this

RFP, Proposers may propose additional or alternative performance metrics to be tracked on a regular basis. The final set of performance metrics and frequency of collection will be negotiated by the successful Proposer and the City prior to the finalization of an agreement between parties and may be adjusted over time as needed.

METRIC DESCRIPTION TARGET DATA SOURCE

1. Equipment

Uptime

Each device shall be expected to perform the

98% Compliance is confirmed by service request and

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 20 intended functions, to operate satisfactorily and to produce acceptable copy quality for a minimum of 98% of the available work time averaged

(Monday-Friday, 7:30am to 4:30pm) over a consecutive three-month period.

problem resolution records to determine when users are down without both their main and backup devices for print, copy, fax, and scan.

2. Equipment

Downtime

Percentage of time the machine is unavailable for basic operation in comparison to the hours of operation as determined by

City.

2% Compliance is confirmed by service request and problem resolution records to determine when users are down without both their main and backup devices for print, copy, fax, and scan.

3. Response Time Time measured from logging of service call until technician arrives on scene or resolves the issue by phone.

Four (4) Hours

Maximum

(emergency service requests)

The City and vendor from/through electronic call and/or service logs.

4. Repair Time Time required for a technician to troubleshoot, diagnose, and repair a copier measured from arrival on the scene to completion of

Two (2) hours average

The City and vendor from/through electronic call and/or service logs.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 21 call. This does not include time required for shipment of certain parts.

5. Time to Notify The time between when an agent of the City reports a service issue or supply request and the time until the

Contractor acknowledges the request.

A certified technician shall arrive on-site within

(4) four hours of service call being dispatched to

Contractor 98% of the time.

The City and vendor from/through electronic call and/or service logs.

6. Time to Ship The time between when the

Contractor is made aware of supply request and the time until the supply is shipped.

Time to ship should not exceed two (2) business days.

The City and vendor from/through electronic call and/or service logs.

7. Dispatched

Repair Service

A certified technician shall arrive on-site within

(4) four hours of service call being dispatched to

Contractor

A certified technician shall arrive on-site within

(4) four hours of service call being dispatched to

Contractor 98% of the time.

Response time is measured, recorded, and reported by the vendor from the logging of a service call until the technician arrives at

City department or resolved by phone.

Repair time is the time required for a technician to troubleshoot, diagnose, repair a machine measured from the arrival at

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 22

City department to completion of the call.

8. Repair SLA’s All repair technicians dispatched to repair

City MFDs and

Maintenance

Service shall be fully aware of the conditions contained herein.

Each qualified technician shall also be trained in

Customer Service and Customer

Relations.

i. 50% of Print

Devices are resolved within six (6) hours or less.

ii. 95% of Print

Devices incidents are resolved within

24 hours.

iii. 100% of Print

Devices incidents are resolved within

48 hours.

Contractor Repair

SLAs to be matched against agreed upon performance metrics in contract agreement.

9. Billing Contractor shall submit to City an invoice, on a monthly basis or as otherwise agreed, for the services performed pursuant to this

Agreement.

Errors must not exceed 2% of the devices billed and the itemized errors and corrections shall be received within twenty (20) calendar days after the end of the following month.

Contractor billing to be matched against

City billing records.

2.2.2 Quarterly and Annual Account Reviews

Upon request, Awarded Contractor shall conduct an in-person Quarterly Business Reviews

(QBRs) with City staff or designee to discuss the status of the fleet. On a quarterly basis, Contractor shall provide electronic reporting related to the activities in this SOW with the following categories and types of reports:

• Department printing volumes broken out by color and black & white per device.

• Number and types of devices in the fleet summarized by department and organization wide.

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 23

• Pro-Active over- and under-utilized equipment optimization/swaps.

• Break/Fix volume of calls.

• Change Management Plan status and install, move, add, change, and disposal

(IMACD) tracking.

• Knowledge Management information and/or support that will benefit Cities end users and internal support teams.

• A list of devices that experienced multiple repairs in the previous quarter, or re-occurring over a 180-day period, along with an action plan/recommendation for permanent correction.

• Ongoing continuous improvement relative to print throughout the entire City environment.

• Billing Reports.

• SLA Achievement Reports; and

• Status of any additional projects.

These reports shall be made available in an electronic format quarterly or as requested.

2.2.3 Contract Payment

The City of Long Beach issues payment based upon services rendered. After a contract is finalized and work is performed, the Awarded Contractor should invoice the City. The City will remit payment within 30 calendar days of being billed. The City shall pay Awarded

Contractor in due course of payments following receipt from the Awarded Contractor and approval by City of invoices showing the services or task performed, the time expended (if billing is hourly), and the name of the Project. Awarded Contractor shall certify on the invoices that Awarded Contractor has performed the services in full conformance with this

Agreement and is entitled to receive payment. Each invoice shall be accompanied by a progress report indicating the progress to date of services performed and covered by the invoice, including a brief statement of any Project problems and potential causes of delay in performance, and listing those services that are projected for performance by the

Awarded Contractor during the next invoice cycle. Where billing is done and payment is made on an hourly basis, the parties acknowledge that this arrangement is either customary practice for Awarded Contractor’s profession, industry or business, or is necessary to satisfy audit and legal requirements which may arise due to the fact that City is a municipality.

Due to the number of City Departments, Awarded Contractor is expected to prepare up to

30+ separate official invoices listing:

• Invoice date and number

• Purchase Order Contract Number

• Location, Make Model and Serial Number

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 24

• Number of copies invoiced.

• Current and previous reading

• Date of meter reading. (if applicable)

• Line item identifying per copy credit for copies made during repair testing or maintenance.

• Line item identifying response time service credits.

• Invoices should also be accessible online.

• Invoices should include the billing department and contact information such as a name, phone number, and billing email address

Invoices shall be submitted electronically.

3 How We Choose

3.1 Minimum Qualifications

All proposals shall be firm offers and may not be withdrawn for a period of one hundred twenty (120) days following the deadline date for submission of proposals noted herein.

Minimum Qualifications include:

• Qualification to conduct business in the City

• Not having been debarred by Federal, State or local government

3.2 Evaluation Criteria

Proposals shall be consistently evaluated based upon the following criteria:

CRITERIA Weight

1. Organizational Capacity, Experience & Performance

• Successful experience performing activities related to those listed in this

RFP such as:

o Contractor Expertise/Service Level Agreements (SLAs) o Customer Support o Change Management o Scalability o Technology Integration o Innovation and Continuous Improvement o Reporting and Performance Reviews o Compliance and Security

25%

2. Project Design

• Demonstration of the utilization of best practices in the Contractor's proposed project design such as:

o Implementation Plan

20%

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 25 o Service Delivery Model o Technology Solutions o Performance Metrics.

3. Coordination and Collaboration

• Coordination and Collaboration involves aligning various stakeholders, resources, and activities to achieve the desired outcomes efficiently.

Additionally, also fostering teamwork, leveraging diverse perspectives, and driving innovation throughout the RFP process as seen in the following capacities:

o Stakeholder Alignment o Timeline Management o Information Sharing o Task Allocation o Contractor Engagement o Conflict Resolution.

20%

4. Budget and Cost Effectiveness

• Feasibility, reasonableness, and optimization of the proposed budget.

Items to be considered:

o Initial Costs o Recurring Costs o Total Cost of Ownership o Budget Flexibililty o ROI Calculation o Efficiency Improvements o Cost Savings o Value-added Services.

15%

5. Device Sustainability, Integrity, and Functionality

• Device hardware options, reliability, integrations, and data security ensuring devices adhere to:

o Specified options and integrations with the City's infrastructure and environment.

o Reliability of the printers/copiers.

o Security measures to safeguard the printers from unauthorized access, data breaches, or malfunctions that could compromise the confidentiality, availability, or integrity of printed documents.

20%

Managed Print Services | RFP - TI-24-388 | Template v04.20.23 | 26

3.3 Local Preference

• The City shall apply five extra credit percentage points to all local businesses which submit proposals for services for the City of Long Beach.

• Local Business shall mean a business which maintains its principal place of business in a fixed office/place of business with the City of Long Beach, possesses a current

City of Long Beach business license and sellers permit if applicable.

• For a business to be eligible to claim preference, the business MUST request the preference in the Solicitation response (see Attachment A) and provide a copy of its current business license and seller’s permit if applicable.

• The local preference does not apply to solicitations for all purchases funded in full or a fraction thereof by any tidelands fund, by any grant funds, nor by any funds received from the State of California.

4 Proposal Instructions & Content

4.1 Timelines & Instructions

MILESTONE

TIME

(PACIFIC) &

DATE LOCATION…