Procurement Management Division Managed Print Services and Related Products, Addendum #3 Services and Solutions RFP # 269-2014-016

To: All Prospective Service Providers Date: September 5, 2014 Subject: Addendum #3-Managed Print Services and Related Products, Services, and Solutions, RFP # 269-2014-016 Please note the specification changes/modifications below for the RFP.

Item Page Section Specification(s) Change(s) Modification(s) # # # Modification: Proposal Submission Deadline The City has elected to provide a slight extension to the Proposal Extension 1 Submission Deadline. All references to the original Proposal (Cover Letter and Pages 20, 21, Submission Deadline of September 11, 2014 are hereby modified to and 98) September 16, 2014.

Service Provider Question: Is there a code requirement for Service Provider employees? If so, please provide detail. Answer: City: dress is acceptable for Managed Print Service Provider Employees. Where necessary during manual labor (equipment moves), work pants or in good condition may be worn. County: Mecklenburg County requires business casual when working in view of the public and for general County business. However, in cases where General Scope 23 3.1 Extensive manual labor will take place, jeans, in very good condition, are of Work allowed. Libraries: The Library requires business casual when working in view of the public and for general Library business. However, in cases where Extensive manual labor will take place, jeans, in very good condition, are allowed. Rock Hill: The Rock Hill Requirements are detailed in Attachment 1 to this Addendum. Note that Logo with the Service Provider’s Logo only ARE acceptable.

Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 1 Item Page Section Specification(s) Change(s) Modification(s) # # # Service Provider Question: Must all new proposed convenience devices meet the 100+ sheet Automatic Document Feeder (ADF) requirement? Answer: City: The City prefers all devices to meet the 100 sheet ADF requirement, however, Service Provider’s may detail out any current device offerings (such as smaller desktop models) that do not meet this requirement for consideration.

27 3.4.1 E Copying County: With the current contract, the smallest model convenience machine in the County’s fleet has a 75 sheet ADF. ADFs with a capacity of 100 or more sheets are preferred; however, the County will evaluate our needs on a case-by-case basis and recognizes that smaller machines may have smaller ADFs. Libraries: The Library will evaluate our needs on a case-by-case basis and recognizes that smaller machines may have smaller ADFs. Rock Hill: Rock Hill prefers a 100+ ADF capacity. Service Provider Question: Is there any specialty paper being used that is not described in the RFP? Answer: City: Any specialty papers are currently supplied by the Customer in most cases. It is possible that other additional specialty paper may be requested from time to time. County: Currently, County staff will use County purchased paper when specialty paper is needed. The County prefers specialty paper be supplied by the 33 3.4.10 D Paper contractor so the County isn’t paying for paper not being used. Libraries: Currently, Library staff and patrons use Library purchased paper. The Library prefers specialty paper be supplied by the contractor so the Library isn’t paying for paper not being used. Rock Hill: This will be addressed on a case by case need possibly. City would like to have a catalog of optional paper supplies outside the normal stock to select from on an as needed basis. Currently the only specialty stock is occasional need for heavier weight grade, or color stock; again this is on an as needed basis and if can’t be supplied the entity will purchase.

Service Provider Question: Please specify which locations require the thirty (30) minute response time during normal hours, after hours and holidays. Please specify who is 34- Proposed meant by the customer in this section regarding service requests. 3.4.11 A 35 Service Model Answer: City: Normal Business Hours (8:00AM-5:00PM): The City requires dedicated support and/or response times within thirty Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 2 Item Page Section Specification(s) Change(s) Modification(s) # # # (30) minutes of the Call for Service will be required at all City facilities in the Government District downtown (to include, but not limited to, CMGC, LEC, and 700 East 4th Street.) and any buildings within a 2 mile radius of the CMGC Building. On-site support at one location may serve surrounding sites. After Hours (5:00PM-8:00AM) and Holidays: For after hours or holiday service requests, the Service Provider is expected to return the phone call within thirty (30) minutes and a technician must be onsite within sixty (60) minutes of the return phone call. Current City holidays are detailed in the City Specific Scope in Exhibit B of the RFP. County: Normal Business Hours (8:00AM-5:00PM): Dedicated support and/or response times within thirty (30) minutes of the Call for Service will be required at all County facilities in the Government District downtown (to include, but not limited to, Jail Central, Hal Marshall, Walton Plaza, etc.); Valerie C. Woodard Center; Billingsley Campus; Jail North; Administrative Office Building (AOB); and Executive Center Drive. The County will consider any staffing and service model that allows for response times within a thirty (30) minute window. On-site support at one location may serve surrounding sites. After Hours (5:00PM-8:00AM) and Holidays: For after hours or holiday service requests, the Service Provider is expected to return the phone call within thirty (30) minutes and a technician must be onsite within sixty (60) minutes of the return phone call. Current County holidays are: New Year’s Day, Martin Luther King Jr. Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving (Thursday and Friday) and Christmas (day of and one day before/after). Libraries: The Libraries require a response from the Service Provider within 30 minutes of the call for service. We would require a technician on site as needed within 60 minutes after the acknowledgement of the issue. This would be the expectation for all Library facilities during our normal operating hours as outlined in Exhibit D of the RFP. Rock Hill: We have an onsite Copy Center staff person that is required to provide the initial contact support for anyone in City within 30 minutes. If the problem requires escalation, he informs the customer of status and escalates, but first contact should be within 30 minutes anywhere in City.

Service Provider Question: Will any Entity provide a secure space to store devices for potential replacements? Machine Replacement Answer: 35 3.4.11 C due to City: Excessive Loaner devices are currently stored in the CMGC print shop. Service Downtime Providers requiring additional space for storage should include that in their exceptions to the RFP for consideration, or may detail their proposed plan to store at their own facility(ies).

Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 3 Item Page Section Specification(s) Change(s) Modification(s) # # # County: Mecklenburg County BSSA does have a secure warehouse where a limited number of machines could be stored (pending negotiation). This warehouse is located at 3205 Freedom Drive, Charlotte, NC 28208. The current contractor stores sparer/loaner machines in the print shop located in the Charlotte Mecklenburg Government Center at 600 East 4th Street, Charlotte, NC 28202. Libraries: The Library does not have a secure storage space for replacements. Rock Hill: Yes the provider has exclusive access and control of the Print shop area located on the 1st floor of the Rock Hill City Hall facility. Additional secure storage can possibly be arranged upon request.

Service Provider Question: Who are the Entities’ Merchant processing service providers? Answer: City: The City’s Merchant Processing Service Provider is SunTrust. County: Section Some Agencies of Mecklenburg County use Fifth Third Bank in Merchant Credit 71 6, Form cooperation with Forte. Other Agencies use Bank of America in Card Processing 1I cooperation with First Data. Libraries: Merchants that we use vary based on the system or service in place. Our merchant vendors include: Mercury Payment Systems, Heartland Payment Systems, Sage Payment Systems and PayPal via Verisign. Rock Hill: Rock Hill uses Bank of America and First Data.

Service Provider Question: Please provide monthly volumes for each Library location device or Exhibit Library Current installation dates per device. 138 D, Item Print Volumes 3 Answer: Although this data is not currently available, the selected Service Provider may assess device volumes during the initial Site Assessment.

Service Provider Question: Please provide annual number of service calls placed after 5:00 pm Exhibit Library Monday through Friday and number of service Saturdays and Sundays 141 D, Item Proposed annually for the Libraries. 3.4.11 Service Model Answer: We do not currently have this information available.

Service Provider Question: Will the Service Provider be responsible for staffing for mail room activities Exhibit in addition to the Print Shop? Rock Hill Print 154 E, Item Shop Staffing Answer: 3.7.1 A Possibly. Rock Hill needs to understand the cost models presented to determine if outsourcing this function makes sense. Would request a budgetary number for the cost of doing mail service for our entity. Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 4 Item Page Section Specification(s) Change(s) Modification(s) # # # Service Provider Question: Do Entities want an actual separate real estate lease agreement, or will this just be a part of the Contract? How will rent for this space be billed? If there is going to be a separate lease, is there a fixed term? If so, will the lease contain a clause whereby the lease ends automatically if the Contract is ended for any reason? Answer: City: Section The City’s lease is part of the current contract, and subject to the term 7, limitations and other relevant provisions of that contract. Billing for the 128, Unique lease is done separately. 135, Scopes Lease of Space 147, County: of Work, 156 If a lease is determined to be needed, it will be separate from the contract Item with Mecklenburg County. Details of any needed lease will be negotiated 3.11.1 with the winning contractor, but would terminate along with the contract. Libraries: The Library will not be leasing any space or collecting any rent as part of this contract. Rock Hill: If a lease is determined to be needed, it will be separate from the contract with Mecklenburg County. Details of any needed lease will be negotiated with the winning contractor, but would terminate along with the contract.

Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 5 Item Page Section Specification(s) Change(s) Modification(s) # # # Service Provider Question: What time does the incoming USPS mail arrive each day? How many mail stops are in place including buildings, floors and unique locations? What are the current mail run and express package run times? How many times per day do these occur? What are the current incoming and outgoing mail volumes by location? What are the current incoming and outgoing express packages by location? Are the mail sort bins and/or mail carts provided by the Entity or by the Service Provider? What is the current mail sort process (ie fine sort in mailroom)? Answer: City: Incoming Mail is typically delivered at 10am each day. The City currently has 28 mail stops in the LEC. Mail runs are made in the LEC at 10am and 2pm, with approximately 4 additional requested runs per day. We have approximately 300 pieces of standard mail at the LEC, and approximately 15 express mail items per day. The City currently provides all mail sort bins and/or mail carts. 37 3.7 Mail Services The current process for mail sorting is to Fine Sort into bins by District and Department. County: Mecklenburg County will not be using the MFM contractor for mail services. Libraries: The Libraries will not be using the MFM contractor for mail services. Rock Hill: We need pricing to determine if this is service is needed and then we can outline the normal procedural patterns, noting that if a new service is adopted, these items can be adjusted. Mail arrives before noon. There is over 800 employees and all are technical mail stops but all are also assembled into logical divisions or groups; possibly as many as 200 actual stops but intermittent need for stopping at each. Never recorded the volume a time study would have to be performed; If a provider is selected to handle this job, anything already servicing the mail function can be used, but the provider would be responsible for any tools and such needed to complete the job; Usually there is a divisional sort that goes to divisional sites (approximately 25) and then middle and upper management deliveries 75 people approximately.

Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 6 Item Page Section Specification(s) Change(s) Modification(s) # # # Service Provider Question: Is a list available of the binding equipment in each Entity’s Print Shop? Is any binding equipment in-line or finishing-specific? Is the binding equipment owned or leased by the Entity or the Service Provider? Are binding supplies charged back to the employee that has requested the print job? Who currently does the design work for the print jobs sent to the Print Shop? Is the total amount of the outsourced print jobs available? Who currently does the design work for print jobs (in-house versus outsourced)? Is the digital store front solution the responsibility of the Service Provider or the Entities? If so the Service Provider, how many B/C templates are currently in place? How many different templates or forms are currently house on the digital store front? Answer: City: All Print Shop equipment, including any Binding or Finishing equipment, is currently owned by the Service Provider, and the City would expect the selected Service Provider to own any maintain all Print Shop Equipment as well. All print shop jobs are charged back to the customer at the appropriate rates to cover the cost of all materials and labor for that job. Customers (Departments) may choose to outsource specialty print jobs, which may be done through separate quoting or solicitation processes. We Print Shop do not currently track the number or types of those requests. 37 3.7 Services Any design work for jobs is typically the responsibility of the Customer (either to complete themselves or to have other outside Service Providers complete). The Service Provider is responsible for developing and maintaining the Digital Store Front. We currently have around 10 templates on Digital Storefront, including Business Cards, Letterhead, and Envelopes. County: Under the current contract, the contractor owns/leases all the equipment in the print shops used by the County. The County is not responsible for it. Design work for the County is done by the County department/agency, through the County’s Public Information Office or through a third party graphic design company. The County expects the winning contractor to have the capacity to do design work. The digital store front is the responsibility of the contractor. The County does not use the digital store front offered by the current contractor because it is housed on servers within the City of Charlotte’s network and we are unable to make it work correctly going through the City and County firewalls. Thus, the County prefers the digital store front of the winning contractor, to not be housed within the network of the entities. It is preferred the digital store front be housed by the contractor in such a way that it is simply a web site for County staff to use. .

Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 7 Item Page Section Specification(s) Change(s) Modification(s) # # # (Continued from above)

Libraries: The Library does not currently have access to a print shop. Rock Hill: All equipment and services out of the print shop will be the responsibility of the provider and all binding service currently provided, along with any Print Shop additional options should be included. Anything coming to the Print shop 37 3.7 Services will be at the customers discretion on how they obtain design or graphic art (Continued) needs, this is not a function of the print shop. The digital storefront is the providers responsibility; if done inside the City’s domain or accessed by City computers, the provider must comply with all City Security policies and restrictions for any service. Security of city documents must be insured. There are 100s of forms and templates being used by city entities and these change over time.

In order to constitute a complete proposal response you must acknowledge receipt of this addendum with the Addenda Receipt Confirmation Form in Section 6 of the RFP in your Proposal.

Any Service Provider not acknowledging receipt of an issued addendum may not be considered.

In the event additional changes or clarifications to this RFP are warranted, all Service Providers are responsible for monitoring www.ips.state.nc.us for additional addenda. We appreciate your interest in doing business with the City of Charlotte and look forward to receiving a Proposal from your company.

Sincerely,

Amelia Beonde Services and Technology Supervisor

cc: RFP Team RFP File

Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 8 ATTACHMENT 1 ROCK HILL DRESS CODE REQUIREMENTS IT Business Casual Dress Code Policy – PO-IT-0020 1.0 Policy Summary

1.1 Date Implemented: 25 July 2010 1.2 Date last revised: 4 August 2014

2.0 Overview 2.1 Purpose of policy:

The Information Technology Services (ITS) Department is a front line service provider for the City of Rock Hill South Carolina. As such members of this department are in constant interaction with employees, management, vendors, customers and citizens of Rock Hill and thereby are a direct and immediate reflection of the City. Since the ITS has this level of interaction and direct influence on the image and impression of the City, ITS follows a strict Business casual dress code.

2.2 People affected: Any employee, contractor, or service provider working for or with the ITS department for the City of Rock Hill.

3.0 Person(s) responsible for implementing, changing, enforcing and communicating this policy: Any Employee or manager of ITS. Enforcement of this guideline is the responsibility of Company management and supervisory personnel.

3.1 Overview of policy: It is the City management’s intent that work attire should complement an environment that reflects an efficient, orderly, and professionally viewed and operated organization. This policy is intended to define appropriate “business attire” during normal business operations hours. It is the intent to reflect and sense of confidence and professionalism to anyone that has a cursory or term interaction to the ITS department.

3.2 Scope of maintenance: Casual business attire or appropriate casual business attire for employees shall include the following: Men:

• , , or sport

• Ties

• Dress shirts with buttons and collars

• Dress slacks, Slacks, Khakis, Corduroys or Dockers

• Jeans (must be clean and free of rips, tears and fraying; may not be excessively tight or revealing)

• Short or long sleeve shirts, Polo shirts with collars

• Oxford button-down shirts

• and cardigans

• Dress , Loafers and huaraches

• Sweaters, Turtlenecks

• City Logo wear Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 9 Women

•

• , capris, Culottes, , or splint

• Dress slacks, Slacks, Stirrup pants

• Jeans (must be clean and free of rips, tears and fraying; may not be excessively tight or revealing)

• , Polo shirts

• Sweaters

• Nylons or

• Dress shoes, Loafers and huaraches

Unacceptable Attire

• Plain or T-shirts

• Cutoffs, short-

• T-shirts with logos ( Unless issued by City )

• Athletic wear

• of any kind

• Blue jeans or torn-look jeans

• Spandex or Lycra such as biker shorts

• Tank tops, tube tops, halter tops with spaghetti straps

• Underwear as outerwear

• Beach wear

• Midriff length tops

• Provocative or sexually explicit attire in general

• Off-the-shoulder tops

• Workout clothes or shoes

• Evening wear

• Flip-Flops or open toed shoes (Exception: Women may wear considered appropriate casual dress shoes providing not involved in activities where foot injury can occur)

3.3 The tasks to be performed: When meeting with Council, upper management, vendor negotiation meetings, citizen group meetings or any event that can be considered public relations for department or city, the dress code will be: Business attire

Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 10 The following guidelines apply to business attire:

• For men, business attire includes a long-sleeved dress , tie, tailored sport worn with dress (not khakis) and dress shoes.

• For women, business attire includes tailored , businesslike dresses, coordinated dressy separates worn with or without a , and conservative, dress shoes.

3.4 Security responsibilities: Addressing workplace attire and hygiene problems Violations of the policy can range from inappropriate items to offensive perfumes and body odor. If a staff member comes to work in inappropriate dress, the staff member will generate a negative significant event to be filed, be required to go home, change into conforming attire or properly groom, and return to work.

If a staff member’s poor hygiene or use of too much perfume/cologne is an issue, the supervisor should discuss the problem with the staff member in private and should point out the specific areas to be corrected. If the problem persists, supervisors should follow the normal corrective action process listed in paragraph one of this section. 3.5 Relevant/Related policies:

4.0 Changes to this policy: This is the first edition of this policy. 5.0 Transition period (period until compliance with this policy becomes mandatory): None.

Procurement Management Division Shared Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850 Phone: 704/336-2256 Fax: 704/336-2258 11