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 dress code requirement for Service Provider employees? If so, please provide detail. Answer: City: Business Casual dress is acceptable for Managed Print Service Provider Employees. Where necessary during manual labor (equipment moves), work pants or jeans 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 Dress Code Requirements are detailed in Attachment 1 to this Addendum. Note that Logo shirts 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