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Home My WebLink AboutResolutions - 2020.08.20 - 33595MISCELLANEOUS RESOLUTION #20332 August 20, 2020 BY: Commissioner Penny Luebs, Chairperson, Health, Safety and Human Services Committee IN RE: WATER RESOURCES COMMISSIONER — INFOSEND CONTRACT EXTENSION To the Oakland County Board of Commissioners Chairperson, Ladies and Gentlemen WHEREAS the office of the Water Resources Commissioner's Billing Services Unit utilizes Infosend, Inc., a vendor that provides bill printing, special notice printing and mailing services for water and sewer customers on behalf of certain Oakland County communities; and WHEREAS the contract for Infosend, Inc. print and mailing services is between Oakland County and Infosend, Inc.; and WHEREAS the contract with Infosend, Inc. was first established on October 1, 2015, and is set to expire on September 30, 2020; and WHEREAS the Water Resources Commissioner's Office uses NorthStar, a utility billing system from Harris Computing, Inc to produce a monthly data file that provides customer billing information which is sent to Infosend, Inc. so that bills and notices can be printed and mailed; and WHEREAS the Water Resources Commissioner's Office is implementing a new utility billing system to replace NorthStar as part of an approved 2019-2020 Master Plan project; and WHEREAS the Water Resources Commissioner's Office needs to postpone the bid process for a new bill print and mailing services provider until after the new utility billing system is implemented and tested in order to avoid the need to integrate a new bill printing solution with NorthStar, then again with the new NorthStar system replacement; and WHEREAS Infosend, Inc. agrees to extend the contract for an additional three years without an increase in fees, and WHEREAS the anticipated cost for continuing the contract for postage, materials and services brings the contract "not to exceed" amount to $630,000; and WHEREAS the Purchasing Terms and Conditions state in Section 2400.6 Duration of Contracts and under Procedure states "The Board of Commissioners shall approve contracts beyond five years." NOW THEREFORE BE IT RESOLVED that the Oakland County Board of Commissioners hereby approves that the contract for Infosend, Inc bill printing and mailing services is extended for an additional three years to September 30, 2023, with a "not to exceed" amount of $630,000. BE IT FURTHER RESOLVED that no budget amendment is required. Chairperson, on behalf of the Health, Safety and Human Services Committee, I move the adoption of the foregoing resolution. Commission Penny Luebs, District #16 Chairperson, ealth, Safety and Human Services Committee HEALTH, SAFETY AND HUMAN SERVICES COMMITTEE VOTE: Motion carried unanimously on a roll call vote with Miller and Powell absent. InfoSend, Inc. Contract #004564 Invoicing 2015-2020 Contract Invoices Postage (Pass Through) Contracted Services Printing Provisions (COVID-19) Adj Prior Years Exp Total 2016 2017 2018 2019 2020* $131,050 $150,272 $164,591 $147,566 $124,669 $47,491 $55,190 $77,219 $53,432 $54,001 $5,681 $5,697 $15,865 $178,541 $227,008 $241,810 $200,998 $184,368 'this is a full -year estimate based on 9 months of actuals Contract Extension Estimated NTE 2021 2022 2023 Total Postage (Pass Through) $147,000 $147,000 $147,000 $441,000 Contracted Services $63,000 $63,000 $63,000 $189,000 Total $210,000 $210,000 $210,000 $630,000 Total $718,148 $287,333 $5,681 $5,697 $15,865 $1,032,725 Average: $206,545 From: Russ Rezai To: Enrksnn Steven W Marty Bieleco Cc: Kasamr Mirhael lnhm Russ Alhem Subject: Re: InfoSend Contract Renewal - Oakland County Date: Thursday, July 2, 2020 7:48:31 PM Dear Mr. Erickson, Please consider this email as notification that InfoSend agrees to abide by the original terms and conditions of the agreement. We look forward to the extension and continuing to serve your organization. Please let me know if you have any questions or concerns. Best regards, Russ Rezai ; ,esiaeni info.ea�I Office /l t ulI: Jo9u , .J E-mail runs rrlnfosend com Website www_i nfos�rd mm Production Facilities California Iu•, as 11l li nor_ rl o, idn This message may contain information that is confidentai and/or protected by law. If you have received this communication in error, please contact the sender immediately and delete the message. Exhibit A - Scope of InfoSend Primary Services This Exhibit A Is an integral part of and is subject to the terms and conditions of the Master Service Agreement (the "Agreement") between InfoSend, Inc. ("InfoSend") and Oakland County ("Client"). This Exhibit A provides the Services which InfoSend shall deliver to Client to permit Client's customers ("Users") to use the products and services to view and pay their bills. To the extent that any term is not expressly defined herein, it shall have the meaning set forth in the Agreement. Client will select one or more of InfoSend's Primary Services from the list below by checking the box next to the Primary Service name. Any Primary Services not selected prior to the execution of this Agreement can be added at a later date via an Agreement Amendment. TI Data Processing, Printing and Mailing Service ("DPPM Service"): During the term of this Agreement, InfoSend will provide data processing, printing and mailing services. The Service consists of processing data, printing documents, mail preparation, applying postage (where applicable) and sending via the United States Postal Service. Document types include but are not limited to bills, postcards and letters. L1 eBusiness Services (the "eBusiness Services"): During the term of this Agreement InfoSend will provide eBusiness Services. These services can include presenting bills online and/or accepting and reporting payment transaction information to facilitate ACH and/or credit card payments via web, Interactive -Voice -Response (IVR), SMS, or Bank Billpay (e -Lockbox). Section 1. Data Processing. Printing and Mailing (DPPM) Service Description A. Data Transfer and Processing • Client to transmit data to InfoSend in an agreed upon format. Should Client make changes to data file format after initial setup is complete, it agrees to pay for the professional services required to accommodate the new file format. See Exhibit C —Professional Services —for information on initial setup and ongoing programming changes. • Client will monitor transfer confirmation emails to ensure InfoSend is in receipt of the data. Client acknowledges that InfoSend will not be responsible or liable for any transferred data which does not result in a confirmation receipt to Client. • A File Transfer Report will be emailed to the Client representatives who have opted -in to this email. A copy of this report is also available to download from the InfoSend website. • Client will have access to an online Job Tracking application that shows the progress of each file as it is processed and becomes a batch of documents to be printed and mailed. Client can see both the original input file name and the InfoSend-assigned "Job Code". • InfoSend will process the mailing addresses and perform the following functions: o Apply CASS-certified address validation o Comply with USPS requirements to obtain pre-sort automation rates for qualified client mail pieces o Stay current with all USPS regulations required to mail presorted first-class mail • InfoSend will optionally provide proofs of the final print -ready PDF files to Client to be reviewed and approved before printing begins (if requested). B. Document Printing and Mailing • Batches are printed by InfoSend using a high-speed production process onto the agreed upon forms. • Printed documents are put through a quality control process and then released to the mailing department to be inserted into outgoing envelope. A return envelope and any applicable inserts are included as defined by client workflow. • After a batch of mail is completed in InfoSend's system it will be marked as such in the online Job Tracker and a Process Confirmation Report will be emailed to the Client representatives who have opted -in to this email. A copy of this report is also available to download from the InfoSend website. Section 2. eBusiness Service Descriotion A. General System Description • Mobile -Ready Customer Engagement: all products are mobile compatible out of the box, with no app store downloads required of customers. Powered by InfoSend's CCM platform, customer specific messaging and payment reminders are delivered electronically. • Multi -Channel Payment Collection: InfoSend's payment platform will consolidate web, telephone, SMS, CSR, in-person EMV and bank payments into a single lockbox file. InfoSend Exhibits to MSA Rev. 2.11.2020 • One -Time and Automatic Payments: allow customers to quickly make a one-time payment, as well as sign up to have their payment account auto debited with each billing cycle. • Bill Notification and Presentment: notify customers via email when a new bill is available, and securely deliver exact replica of printed document to customers inbox or show online via the secure portal. • Interactive Voice Response (IVR): accept customer payments via automated phone service with InfoSend-hosted phone number, enabling client phone systems to redirect customers with ease. • SMS Text -to -Pay: enrolled customers may opt in to receive text notifications of new bills, and reply to have the registered payment method drafted for the amount due, speeding up the time to payment. • Bank Payments (MasterCard RPPS): InfoSend can collect payments made via the customer bank and include them within the lockbox file. • PCI -Compliant Cloud Based Solution: electronic billing and payment related products hosted in the cloud by InfoSend in a secure PCI -Level 1 compliant environment. B. Data Transfer and Processing • Client to transmit data to InfoSend in an agreed upon format, using the Data Transfer and Processing workflow described in Section 1. • Client acknowledges that InfoSend will not be responsible or liable for any transferred data which does not result in a confirmation receiptto Client. • If the Client is not using InfoSend's DEEM Service, USPS address workflow will not be applied. • Data loaded into the eBusiness system is used to facilitate accurate payments via Web, IVR, SMS or Bank BillPay. C. Customer Enrollment and Bill Notification • Data loaded into the system will be used to facilitate customer enrollment, using two pieces of information specific to the customer bill. • For enrolled customers, system will send a notification of the new bill available via email. • For enrolled customers who have opted in, system will send an SMS alert. • For customers using the IVR system, bill information will be dictated by text to voice. • For customers paying via Bank BillPay, the account number can be validated by the system priorto accepting payment. • The system may optionally be configured to display a PDF replica of the bill image. D. Customer Payment and Reporting • Customers can make payment via Web,SMS, IVR or Bank BillPay, depending on channels which Client has requested InfoSend setup. • Payments can be configured to allow Users to pay by bank account and/or credit/debit card. • All payments will be reported in a standard daily "lockbox` file. InfoSend Exhibits to MSA Rev 2112020 Exhibit B - InfoSend Fees This Exhibit B is an integral part of and is subject to the terms and conditions of the Master Service Agreement (the "Agreement") between InfoSend, Inc. ("InfoSend") and Oakland County ("Client"). This Exhibit B provides the Fees which InfoSend shall bill to Client in exchange for Services. To the extent that any term is not expressly defined herein, it shall have the meaning set forth in the Agreement. Section 1. Price Escalations to InfoSend Fees InfoSend Fees can be adjusted once every twelve (12) months to account for increases in the cost of materials, labor, and other overhead costs. InfoSend reserves the right to increase InfoSend Fees on a yearly basis (starting with the end of the initial 3-yearterm of the Agreement on 9/20/2023). The Client will be notified, in writing, at least thirty (3o) days prior to such price increase. An amendment to the Agreement will not be required if the Fees are changed, unless the terms or conditions of the Agreement have otherwise changed. Postage fees can change at any time per USPS regulations and do not require an amendment to the Agreement. In addition to this, if Client uses the Printing and Mailing Service, it accepts that InfoSend reserves the right to pass on any extraordinarily high increases to the cost of forms or envelopes at any time. The Client will be notified, in writing, at least thirty (30) days prior to such price increase. InfoSend pricing is predicated on Client representations of Client and Client User transactional usage. Should Client's actual continuous volume and/or recurring frequency deviate by more than thirty percent (30%) from what Client has represented to InfoSend in Section 2 below, then InfoSend reserves the rightto invalidate the Fees listed in this Agreement. Should this rare situation arise then InfoSend will notify Client immediately and negotiate with Client in good faith to pass on any increased costs to Client, in line with actual Client and Client User transactional usage. As defined in Section 5.2(iv) of the Agreement, should InfoSend and Client fail to agree upon updated Fees, InfoSend reserves the right to terminate this Agreement with one hundred eighty (180) days' notice. Section 2. Client Representations 'i�g"Yll'LuM.YIYfl;lw�'d-_",11�+�"aYY�Y+I:rt'k' Customers Billed Monthly -Regular Bills — 35,000 per mo -Shut Off Notices -1,000 per mo Number of Batches Monthly -Regular Bills: 1 to 3 batches per week -Shut Off Notices: 4 batches per month (weekly) Sectlnn 3. DPPM Fees:, InfoSend Data Processing, Print and Mail Pricing Regular Utility sills $0.123 per document One Page with custom return Envelope Late and Shut Off Notices $0.1336 per document One Page with custom return Envelope Finished mail pieces are delivered to the USPS within one (1) business day. If samples (proofs) are requested then the mailing will be completed within one day of sample approval. File upload deadline for next -day mailing is 3:OOPM local InfoSend Exhibits to MSA Rev 2.11.2020 time at the production facility designated for your account. If samples are required then they must be approved by 5:30PM local time for the file to be mailed by the next business day. The below provides the components of the summary price given above. All pricing is based on "Client Volume Assumptions" listed below and excludes applicable sales tax. Setup Fee -Express PDF Input Files Setup Fee—Data only Input Files Document Re -Design Fee Data Processing Fee (per document( j N/A — Existing Customer N/A — Existing Customer IN/A Included Shut off and Late Notices— Print Fee per Page with 2/0 Ink A postage deposit will be required prior to starting service. Inlme InsertPrur Fee TBD Batch Fee (per mailing batch untler 200 mail pieces) $5.00 Excess Pages Handwork Surcharge (Per mail piece) $0.35 Address Updates $0 35 NCOA $0 35 ACS Infosend Exhibits to MSA Rev 211.2020 Standard Paper Stock (per sheet)—Utility Bills $0.016 Colored Paper Stock (per sheet)— Late and Shut off Notices $0.0166 Standard Outgoing#10 Envelope $0.016 Standard Return #9 Envelope (with Blue Bar on R) $0.014 Outgoing Flat Envelope — used for mail pieces with excess pages $016 RFP Specification Requested Optional #9Oakland Custom Blue Closed Face ($0.030 Return Envelope InfoSend Produced Quoted based on specification Envelope Messaging (Snipes) Quoted based on specification Electronic Inserts $0.008 Inserting Fee $0.008 per insert Enhanced Print Quality 15000 Print Image Archiving (Per Document Image), with included USPS matl $0.008 —For 12 Months of Retention tracking $0.014 —Far 24 Months of Retention $0.019 — For 36 Months of Retention Print l mage Archive API Monthly Su pport Fee I$100.00 Final Doc CO Arch lvmg 1$95.00 per CD Final Doc Transfer EDT) per Image InfoSend Batch File ($0.00]5 $0 012 per image Custom File Format Professional Services Rate (per hour) 15150 Returned Mad Handling 1$0.35 per reported returned mail piece Remn Trackmg 1$100 monthly support fee InfoSend Exhibits to MSA Rev. 2.11.2020 Section 3.1. Custom Forms/Envelopes If Client has selected the Printing and Mailing Service and at any time requests that InfoSend Fees include the cost of custom Client - specific materials (either in this Agreement or since its execution), then Client understands and accepts that these materials will be purchased in bulk to achieve the lowest possible per-unit cost. Client agrees to purchase any remaining supplies of requested custom materials (normally forms or envelopes) if Client stops using InfoSend's Service for any reason. Client agrees to purchase the remaining supply of custom forms/envelopes upon Client's request to change the custom forms/envelopes before the supply has been depleted. Section 3.2. USPS Postage Rates Postage rates are determined by the United States Postal Service. All postage rate changes are determined directly by USPS and are independent of any InfoSend service or materials fees. In no event shall any change in the postage rates affect the InfoSend Service or materials fees. The Client will be invoiced the amount of excess for overweight and foreign mail. Section 3.3. Postage Deposit InfoSend purchases the postage needed to mail Client documents on the day of mailing. The postage charges are later invoiced to Client based on the Client's payment terms. InfoSend requires Client to submit a postage deposit priorto the first mailing to facilitate the payment terms. This a mount wil I remain in deposit for the duration of the Agreement. Upon Agreement expiration or termination Client must pay in full any outstanding invoices from InfoSend for payables created underthis Agreement; the postage deposit will be refunded within fifteen (15) days of the date that the last open invoice is paid. The postage deposit is subject to an annual review and may be adjusted to account for changes to Client average mailing volume or changes to USPS postage rates. There will be no more than one adjustment requested per year, if at all. The postage deposit amount is calculated by multiplying the estimated number of mail pieces per month by the current 5 -Digit pre- sorted first class postage rate. The postage deposit amount due foryour account is: 36,000 mail pieces per month x $0.389 x 2 = $28,008. Existing Customer. Postage on Account. InfoSend Exhibits to MSA Rev. 2.11.2020 Exhibit C — Professional Services This Exhibit C is an integral part of and is subject to the terms and conditions of the Master Service Agreement (the "Agreement") between InfoSend, Inc. ("InfoSend") and Oakland County ("Client"). This Exhibit C provides InfoSend's Professional Services Fees which InfoSend shall bill to Client in exchange for Professional Services. To the extent that any term is not expressly defined herein, it shall have the meaning set forth in the Agreement. Section 1. Price Escalations to InfoSend Professional Services Fees InfoSend Professional Services Fees can be adjusted once every twelve (12) months to account for increases to the cost of providing these services. InfoSend reserves the right to increase Professional Services Fees on an annual basis, starting with the first anniversary of the Agreement date, if needed. The Client will be notified, in writing, at least thirty (30) days prior to such price increase. An amendment to the Agreement will not be required if the Professional Services Fees are changed, unless the terms or conditions of the Agreement have changed. Section 2. Definition of Professional Services InfoSend Professional Services are the technical services that are required to perform the initial setu p of the InfoSend Prim ary Services defined in Exhibit A and the technical services required to make changes to these Primary Services after the initial setup is complete. Once any Primary Service is live and operational Professional Services will not be required unless Client requests a change or makes changes to its data file format or business rules which necessitates a change to InfoSend's system configuration or programming. Examples of InfoSend Professional Services: • Project requirements gathering and analysis hours • Project management and/or consulting hours • Software development and system configuration hours related to the processing of Client's data • Software development and system configuration hours related to document design, web portal setup, business rule configuration, or any other applicable technical services • Application testing and deployment hours Section 3. Professional Services Fee and Process for Acoroval and Pavment of Fee The current Professional Services Fee is $150.00 per hour. In the event that a project will incur billable Professional Services hours, Client will be informed before work begins. InfoSend and Client will execute a Statement of Work for the project that Client wants InfoSend to undertake. The payment terms for the project depend on the size and scope of the project. The Statement of Work can include payment terms that are different than the terms listed in this Agreement for InfoSend Fees, otherwise these terms will apply and the projectfees will be invoiced upon project completion. Small projects that incur less than five (5) hours of Professional Services can be initiated without a Statement of Work if Client accepts and executes a Programming Quote for this work. Any project that wi II take more than five (5) hours of Professional Services work will require both parties to execute a formal Statement of Work. Depending on the nature of the work required, InfoSend will provide one of the following quotation methods: • Fixed Quote—a fixed project cost will be set. InfoSend may elect to waive this cost in some circumstances. Client understands and accepts that it must accept the terms and conditions of the Statement of Work for the project and that changes made to the project requirements, data file structure, etc., after the Statement of Work and any amendments to it have been finalized will require Client to pay for these changes on a Time and Materials basis. Client will be notified immediately if this scenario arises and will be given an option to keep the original project specifications to keep the fixed quote in place. • Time and Materials Quote — should it not be possible to provide a fixed quote due to the nature of a Client's requested project, then InfoSend will provide an estimated number of hours to complete the project and bill the hours on a Time and Materials basis. The Statement of Work will include the terms and conditions for these project types and Client will be invoiced weekly for the hours spent on the project. Section 4. Initial Setuo Cost: InfoSend Primary Services The Initial Setup cost for the InfoSend Primary Services selected in Exhibit A are listed in Exhibit B. These costs have been provided using a Fixed Quote process, explained in Section 3 above. Client understands and agrees to these terms, and to the project -specific terms and conditions that will be provided in the Statement of Work that will be created to capture Client's specific requirements and data types. InfoSend Exhibits to MSA Rev. 2.11.2020 Resolution #20332 August 20, 2020 Moved by Quarles seconded by Kowall the resolutions on the amended Consent Agenda be adopted. AYES: Hoffman, Jackson, Kowall, Kuhn, Long, Luebs, Markham, McGillivray, Middleton, Miller, Nelson, Powell, Quarles, Spisz, Taub, Weipert, Woodward, Zack, Gershenson, Gingell. (20) NAYS: None. (0) A sufficient majority having voted in favor, the resolutions on the amended Consent Agenda were adopted. "", (a .. I HEREB`( AppROVETHIS RESOLUTION CHIEF DEPUTY COUNT`( EXECUTIVE ACTING PURSUANT TO MCL 45.559A (t) STATE OF MICHIGAN) COUNTY OF OAKLAND) I, Lisa Brown, Clerk of the County of Oakland, do hereby certify that the foregoing resolution is a true and accurate copy of a resolution adopted by the Oakland County Board of Commissioners on August 20, 2020, with the original record thereof now remaining in my office. In Testimony Whereof, I have hereunto set my hand and affixed the seal of the Circuit Court at Pontiac, Michigan this 201h day of August, 2020. Lisa Brown, Oakland County