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PD Alarm Management Service AgreementAlarm Management Service Agreement For the City of San Rafael, California (This Alarm Management Service Agreement (hereinafter "Agreement") is made and entered into this � ( day of 90'12019 (the "Effective Date") by and between Alarm Program Systems, LLC, a California limited liability company ("Company"), and the City of San Rafael ("City"), hereinafter individually referred to as "Party" and collectively referred to as the "Parties." RECITALS WHEREAS, Company is in the business of providing services to municipalities with alarm ordinances; and WHEREAS, pursuant to Chapter 8.20 of the City's Municipal Code (the "Alarm Ordinance") the City has enacted laws governing the installation and use of private alarms systems and City desires to retain Company to administer and manage City's functions under the Alarm Ordinance ("City's Alarm Management Program"), including collections, in accordance with the terms set forth below. NOW, THEREFORE, in consideration of the mutual promises and covenants contained in this Agreement, the parties, each intending to be legally bound, agree as follows: AGREEMENT 1. Term. This Agreement shall commence on the effective date and continue in full force and effect for one (1) calendar year thereafter ("Initial Term") unless earlier terminated as provided elsewhere in this Agreement. The contract shall automatically renew on the anniversary date with four (4) additional one-year renewals with 90 days' notice to terminate for either party during each annual contract period. 2. Termination. In the event either party shall, in good faith, determine the other to be in breach of the terms of this Agreement, the non -breaching party shall deliver written notice of the breach to the party in breach. The party in breach shall have thirty (30) days after notice is delivered to cure the breach. If the breach is not timely cured to the reasonable satisfaction of the non -breaching party, the non -breaching party may terminate this Agreement immediately upon delivering written notice of termination to the party in breach. Additionally, the parties acknowledge the terms of this Agreement relating to the Company's compensation were negotiated and established based upon current City ordinances and fee schedules applicable to alarm permits in effect on the effective date of this Agreement. In the event there is a change in any of the fees during the term of this Agreement, as extended from time to time, Company shall have the right to request modification of this Agreement's compensation terms. Company shall notify City, in writing, of Company's desire to negotiate new compensation terms and each party shall engage in good faith negotiations regarding same. 3. Scope of Services. Company agrees to perform the services set forth in the Scope of Services attached hereto as Exhibit "A" and incorporated herein by this reference as though fully set forth. In the event City determines additional work beyond that contained in the Scope of Services is necessary for the effective administration of the City's Alarm Management Program, City may request Company perform this additional work. Following receipt of City's written authorization (which authorization shall include the rate of compensation payable to Company for such additional work) for the performance of such additional work, Company shall make all reasonable efforts to perform the additional work requested, submitting to City itemized invoices for the additional work performed. City agrees to deliver to Company, within 30 days of the invoice date, payment in full for each such itemized invoice submitted. 4. Compensation. Company shall be compensated in accordance with the Schedule of Compensation attached hereto as Exhibit "B" and incorporated herein by this reference as though fully set forth. 5. Obligation of City. City shall make available and/or deliver to Company, on a timely basis, those items Company determines necessary for Company's performance of its obligations under this Agreement, including, but not limited to, information, personnel, and technical support. 6. Ownership Rights. Company owns the software developed for and to be utilized in the operation and administration of City's Alarm Management Program ("Application Software") and Company retains all rights and titles therein and thereto. Upon City's request, Company shall allow City limited access to any Application Software used by Company in connection with its duties hereunder, which access shall be provided for the purpose of verifying Company's compliance with the terms of this Agreement. City acknowledges that apart from its limited right of access it possesses no other right, license, or interest in Company's Application Software. City shall own all data relating to the alarm permits, including the documents prepared by Company for the purpose of administering and operating City's Alarm Management Program. Upon termination of this Agreement, each party shall, upon written request from the other party, promptly return to the other all documents, data, equipment, software, and other material belonging to, or otherwise owned by, the other party. 7. Confidentiality. The information and material Company receives from City regarding the individuals and/or businesses covered by City's Alarm Ordinance, or participating in City's Alarm Management Program, as well as the documents and material Company generates therefrom. are confidential to the extent permitted by law, and except as required for its performance under this Agreement. Company shall not disclose confidential information to any third party without City's prior written consent, unless Company is otherwise required by law to do so. Further, Company shall instruct its personnel to comply with the restrictions placed on the use and for disclosure of said confidential information. 8. Hold Harmless. To the fullest extent permitted by law, Company shall indemnify. defend (at Company's sole expense, with legal counsel approved by City) and hold harmless the City of San Rafael, members of its City Council, its boards and commissions, officers. agents, and employees (hereinafter, "Indemnitees"), from and against a loss, damage, cost, expense, liability, claims, demands, suits, attorneys' fees and judgments arising from or in any manner connected to Company's or its employees' or agents' wrongful or negligent acts related to this Agreement. This indemnification includes, but is not limited to, tort liability to a third person for bodily injury and property damage. Notwithstanding the foregoing, nothing herein shall be construed to require Company to indemnify an Indemnitee from any claim arising from the negligence or willful misconduct of that Indemnitee. The duty to defend referenced herein is wholly independent from the duty to indemnify, arises upon written notice by City to Company of a claim within the scope of this indemnification provision, and exists regardless of any determination of the ultimate liability of Company, City or any Indemnitee. 9. Insurance. Without limiting its obligations pursuant to Section 8 of this Agreement, the Company shall procure and maintain, at Company's own cost and expense and for the duration of this Agreement, insurance coverage as set forth in "Insurance Requirements" attached to and incorporated into this Agreement as Exhibit "C." 10. Permits and Licenses. Company, at its sole expense, shall obtain and maintain during the term of this Agreement, all appropriate permits, licenses, and certificates that may be required in connection with the performance of services under this Agreement including, but not limited to, a City of San Rafael business license. 11. Notices. Any notice given in connection with this Agreement shall be given in writing, will be sent by registered or certified U.S. Mail, postage prepaid, or by commercial overnight delivery service, by facsimile, or electronic transmission, and will be deemed delivered either on the date of return receipt acknowledgment (in the case of U.S. Mail), or on the next day after the sending of the notice (in the case of facsimile or electric transmission notice or overnight delivery service). Notices and other communications shall be addressed as follows: Address if to Company: Alarm Program Systems, LLC 360 Civic Drive., Suite C Pleasant Hill, CA 94523 Attention: Jim Huchingson, President Address if to City: Lieutenant Dan Fink San Rafael Police Department 1400 Fifth Avenue San Rafael, CA 94901 Either party may notify the other, in writing, of a new address or contact person to which notices or other communications are to be delivered. 12. Non -Waiver. The failure of either party to exercise any of its rights under this Agreement for a breach thereof will not be deemed to be a waiver of such rights or a waiver of any subsequent breach. 13. Force Majeure. Neither Party will have any claim or right against the other for any failure of or delay in performance by such other Party if the failure or delay is caused by or the result of causes beyond the reasonable control of such other Party, including, but not limited to, acts of God, fire, flood, hurricane, or other natural catastrophe; terrorist actions, laws, orders, regulations, directions or actions of governmental authorities having jurisdiction over the subject matter hereof, or any civil or military authority, national emergency, insurrection, riot or war; inability to obtain equipment, material or other supplies, or other similar occurrence beyond the control of the affected Party. Any such delay or failure will suspend the affected Party's obligations until the delay or failure ceases. 14. Choice of Law. Any dispute under, or related to, this Agreement shall be decided in accordance with the laws of the State of California. 15. Severability. If any part of this Agreement is held unenforceable, the rest of this Agreement shall nevertheless remain in full force and effect. 16. Amendments. This Agreement may be supplemented, amended, or revised only in writing signed by each Party. 17. Relationship of Parties. The legal relationship between the Parties hereto is that of an independent contractor, and nothing herein shall be deemed to make Company a City employee. During the performance of this Agreement, Consultant and its officers, employees, and agents shall act in an independent capacity and shall not act as City officers or employees. The personnel performing the Scope of Services under this Agreement on behalf of Company shall at all times be under Company's exclusive direction and control. City shall have no voice in the selection, discharge, supervision or control of Company's employees, representatives, or agents, or in fixing their compensation or hours of service. Company shall pay all wages, salaries and other amounts due its employees in connection with this Agreement sand shall be responsible for all reporting obligations respecting them. City shall not in any way or for any purpose be deemed to be a partner of Company in its business or otherwise or a joint venture or a member of any joint enterprise with Company. 18. Nondiscrimination. Company shall not discriminate, in any way, against any person on the basis of age, sex, race, color, religion, ancestry, national origin or disability in connection with or related to the performance of its duties and obligations under this Agreement. 19. Entire Agreement. This Agreement is the entire agreement between the Parties and it cannot be amended or modified orally. This Agreement may be supplemented amended or revised only by a writing which is signed by each of the Parties. IN WITNESS WHEREOF, the Parties hereto have executed this Agreement on the date first above written. Alarm Program Systems, LLC By: Jim Huching on President City of San Rafael ATTEST: APPROVED AS TO FORM: B �f� Ji chutz, City Manage, Lindsay Lara, City Clerk Robert F. Epstein, Ci Attorney Exhibit'A' Scope of Services Generally, Company shall, consistent with City's current Alarm Ordinance, as amended from time to time, provide, operate, and maintain City's Alarm Management Program. In connection therewith, Company is responsible for developing, providing, installing, operating, and maintaining the system necessary to communicate with City, its Police Department, and those members of its citizenry affected by the alarm ordinance. As used herein, the term "Company's system" shall mean the equipment, including, but not limited to computer hardware and software, as well as the personnel and supplies necessary to carry out and operate City's Alarm Management Program and perform Company's duties and obligations articulated in the Alarm Management Service Agreement More specifically, Company shall provide a system capable of performing, producing and otherwise generating the following outcomes: 1. System interface. Company's system shall enable Company to communicate with the various City departments necessary for the effective performance of City's Alarm Management Program, including, but not limited to, City's Police Department. 2. System Capability, Functionality. Company's system, in addition to interfacing with City's departments, and as described with more particularity in the paragraphs that follow, shall acquire, access, assimilate, produce, record and store data relevant to the operation of City's Alarm Management Program; generate and issue notices, permits and billing statements; track accounts receivables, and generate reports as more particularly described below. 3. Billing and Collection. (a) Company's system shall perform billing and payment collection functions consistent with the terms of City's Alarm Ordinance. Except as otherwise provided herein, Company will generate billing statements that include the following details: L the name and mailing address of the individual or business billed; ii. the nature of the bill (i.e. initial registration, permit renewal, excess alarm fee); iii. previous amount due; iv. new charges; v. payments received (and/or other adjustments); vi. the current amount due; vii. the date payment is due; and viii. a telephone number with instructions to call should the individual or business have questions about its bill. Additionally, billing statements shall include a detachable form to be remitted with payment. (b) Company's system will provide customers with the ability to make payment on-line or by mail. On-line payments shall be by credit card and shall be processed through a secure site and payments by mail shall be delivered to a Post Office Box maintained and managed by Company. (c) Company's system shall track the occurrence of each incomplete payment brought about by customer's initiation of a stop payment order, chargeback, or delivery of a bad check of any kind, as well as the fee, if any, associated with each such occurrence. Company's system shall add any such fee assessed or otherwise incurred to the balance due from such customer and subsequently deliver a new bill to customer. 4. Records. In addition to the information necessary for the production of billing statements under paragraph 3 above, Company's system shall maintain the records necessary for operation of City's Alarm Management Program, including records of the following information: L current customers, including name, mailing address, issue date of original registration, registration expiration date, annual registration renewal date, registration number, type of registration (residential or commercial), contact person and telephone number; ii. registration number assigned to each customer; iii. amount due from each customer; iv. customer payment status (current or delinquent); v. total customer payments received each day, each week, each month and each calendar year; vi. total customer payments received broken down by payment date, payment type and registration number; vii. a list of customers delinquent in their payments including the amount owed by each such customer and the total amount owed by all such customers; viii. the total number of violations for each customer/location broken down by the hour of day, day of the week, week of the month, month of the year, and year; ix. a list of customers currently pursuing appeal of billing; and x. a list of customers who have completed the appeals process along with a description of the outcome. S. Reports. Company's system shall permit the generation and production of a variety of reports based upon the entry of a variety of parameters, including, but not limited to, registration number, customer name, customer address, incident type, and date, including a range of dates. For example, Company's system shall possess the ability to produce the following types of reports: L New alarm registrations issued and the fees collected therefor; ii. Total number of annual registration renewals billed, including the total dollar amount cited and the total dollar amount collected; iii. Total number of false alarms by type (i.e. burglar or robbery) and by category (registered or non -registered customer); iv. Total number of false alarms billed for each type and category as well as the fees collected therefor; v. A list of registrations by customer name, site address, registration number, and/or alarm company; vi. A list of the total dollar amount of charges billed, total dollar amount received, and total dollar amount of charges outstanding; and vii. Activity reports illustrating registrations (original and renewal), renewal notifications, billing and collections, as well as false alarm incidents. 6. Additional Functions. Company's system shall be equipped to perform the following functions: L generate and assign registration numbers automatically; ii. generate, print and deliver registrations; iii. generate, print and deliver billing statements and renewal notices; iv. generate, print and deliver notices of non-compliance to non -registered alarm users; v. generate, print and deliver notices of excessive false alarms to registered alarm users; vi. generate, print and deliver notices and billing statements to non -registered alarm users who trigger false alarms; vii. establish and maintain a directory of alarm companies providing service within the geographical boundaries of City, including in said directory, Alarm Company name, address, telephone number, and contact person; viii. provide a link to City's Alarm Ordinance. 7. Additional Obligations. In addition to the other obligation contained in this Agreement, Company shall, during the term of this Agreement, perform the following obligations: ii. maintain Company's equipment in good working order to help ensure uninterrupted operation of City's Alarm Management Program; ii. take reasonable steps to protect Company's computer system against infection and for corruption by means of virus, worm, or other similar invader; iii. maintain a telephone number that individuals may call to speak with someone about the specific details of their bill or to ask about the alarm permit program generally; iv. provide training to those City employees engaged in the operation and/or oversight of City's Alarm Management Program; and v. provide the personnel necessary to carry out and perform the duties and obligations of Company as described in the Alarm Management Service Agreement. Exhibit "B" Schedule of Compensation Except as otherwise provided for the performance of additional work, as described in paragraph 3 of the Agreement, the parties agree that all revenues generated and collected by and/or on behalf of the City during the term of this Agreement shall be divided among the Parties as follows; The only amounts that shall be paid from the total collected revenue and subtracted from the total collected revenue before the revenue sharing percentages are applied are: 1. Any overpayments by alarm users to be refunded or held for application against future charges, as directed by the CITY; 2. Bank fees charged by the CITY -approved lockbox or bank if applicable; 3. Correspondence mailing costs (envelopes and paper) including postage (at first class postage rates); and PO Box fees. 4. Third -party credit card processing charges. Fee Schedule Collected Revenues APS Commission All 19% Company will reconcile, on the first of each month, the previous month's deposits. Based on each monthly reconciliation, Company will invoice City showing all revenues collected and invoices paid. Once the invoice is approved, an ACH request would be made and the City's portion of the revenue shall be deposited to the City's designated bank within 5 days of City's approval of such invoice. Exhibit "C" Insurance Requirements Insurance Requirements The insurance coverages specified in this paragraph are required unless modified by Exhibit'A' of this agreement. If insurance requirements are contained in Exhibit "A" they take precedence. The Contractor shall, at the Contractor's own expense, maintain, with an insurance carrier authorized or eligible to do business in the State of California with minimum coverage as outlined below, commercial automobile liability insurance, and either commercial general liability insurance, or, if any services required by the contract must be performed by persons authorized by the State of Ohio, professional liability insurance: Commercial Automobile Bodily Injury Liability and Property Damage Liability Insurance Liability $1,000,000 each occurrence OR combined single limit coverage of $2,000,000, with not greater than a $1000.00 deductible. Commercial General Liability Bodily Injury Liability and Property Damage Liability Insurance $1,000,000 each occurrence OR combined single limit coverage of $2,000,000, with not greater than a $1000.00 deductible. Professional Liability Insurance Shall include errors and omissions insurance providing $1,000,000.00 coverage with not greater than a $5,000.00 deductible for all liability which may be incurred during the life of this contract. Worker's Compensation Worker's compensation insurance, as required by the State of California, with statutory limits, and employer's liability insurance with limits of no less than one million dollars ($1,000,000) per accident for bodily injury or disease. The City of San Rafael shall be named as an additional insured on all required policies except professional liability insurance, and such insurance as is carried by the Contractor shall be primary over any insurance carried by the City of San Rafael. The Contractor shall provide a certificate of insurance to be approved by the City of San Rafael prior to contract execution, which shall be attached to the contract. The worker's compensation insurance shall be specifically endorsed to waive any right of subrogation against the City of San Rafael. Such insurance policies or related certificates of insurance shall name the City of San Rafael as an additional insured on all general liability, automobile liability, employers' liability, and excess policies. The Contractor may comply with these insurance requirements through a program of self insurance that meets or exceeds these minimum limits. The Contractor must provide the City of San Rafael with adequate documentation of self insurance prior to performing any work related to this contract and treat the City as an insured under the indemnity agreement. Should the Contractor no longer benefit from a program of self-insurance, the Contractor agrees to promptly obtain insurance as provided above. A forty-five (45) Calendar Day written notice shall be given to prior to termination of or any material change to the policy(ies) as it relates to this Agreement. The City of San Rafael shall have no obligation to report occurrences unless a claim is filed with the City of San Rafael Auditor; nor shall the City of San Rafael have an obligation to pay premiums. In the event of nonrenewal or cancellation of or material change in the coverage required, thirty (30) days written notice will be furnished the City of San Rafael prior to the date of cancellation, change or nonrenewal. -'� San Rafael Police Department 1400 Fifth Ave. San Rafael, CA 94901 To: Jim Schutz, City Manager From: Dan Fink, Police Lieutenant Date: November 5, 2019 Re: SRPD Alarm Program On August 19, 2019, the City Council approved the new Burglar Alarm Ordinance and on November 4, 2019, the second reading was held and it passed with a effective date of January 1, 2020. For years the alarm program has been kept in-house and run by a variety of personnel. The software that runs the alarm program is antiquated and needs to be modernized. While updating the ordinance, I concurrently researched third party vendors who run alarm programs for munipalities around the country. I spoke to Assistant City Attorney Lisa Goldfien about the process to obtain the vendor. She told me that I could obtain three quotes and pick the one who gives us the lowest bid. There are only about six main companies that perform this service in the United States. I picked the three that are based in California, Alarm Program Systems based in Pleasant Hill, Municpal Alarm Tracking based in Escondido, and Phoenix Information Systems Group based in Santa Ana. All three companies gave me comprehensive quotes (attached) and the lowest bid was Alarm Program Systems. They will provide us with all features we requested such as online access, provide an online alarm school, provide us with all the services needed to efficiently operate the program, etc. They proposed taking 19% of alarm permit fess and false alarm fees (The other two companies were at 30% and 20%). I asked the owner of Alarm Program Systems, Jim Huchington, to provide me a copy of his contract. I sent Lisa the contact and she is reviewing it prior to sending it to you for your signature. I would like us to enter into a contract with Alarm Program Systems, LLC to become our third party vendor who will operate our False Alarm program for the City of San Rafael. If you have any questions, please let me know. Tia+ ALARM -� PROGRAM SYSTEMS, LLC ALARM PERMIT AND FALSE ALARM BILLING ADMINISTRATION PROPOSAL San Rafael, CA SUBMITTAL DATE 10/24/19 Alarm Program Systems LLC. 360 Civic Drive - Suite C Pleasant Hill, CA 94523 Phone: 510-267-0414 Cover Letter Lieutenant Dan Fink San Rafael Police Department 1400 Fifth Avenue San Rafael, CA 94901 Lt. Fink: Alarm Program Systems LLC. [APS] is pleased to present the city of San Rafael a proposal for false alarm management services in accordance with Ordinance No. 1973, Chapter 8.20. As a partner, our mission would be do build a responsive and collaborative approach to managing permits, false alarms, late fees, and appeals to reflect your agency's commitment to community service and engagement. APS headquartered in the San Francisco Bay Area and currently administers programs for 21 agencies, including San Francisco and Pierce County, WA. Our company handles 89000+ alarm permits across our partner base and processes 3,900+ false alarms monthly. We have methodically managed growth to ensure performance quality, responsiveness, and customer support. The APS application is a user-friendly, intuitive web -based solution that enables collaboration, integration and automation between business units across multiple departments, creating a true Police Department and citizen engagement solution. We believe our platform can significantly lower your embedded agency costs, increase program revenues, and reduce false alarms, in turn freeing up the limited time resources of law enforcement. Included in this document are the following: a Solution Overview, Project Approach, and Cost Proposal. We would greatly welcome the opportunity to work with the City of San Rafael. J' Huchingson President Alarm Program Systems LLC. 360 Civic Drive, Suite C Pleasant Hill, CA 94523 iim@alarmprogramsystems.com Solution Overview • We shall, consistent with San Rafael's current alarm ordinance as amended from time to time, provide, operate, and maintain San Rafael's Alarm Management Program. More specifically, we shall develop, provide, operate, and maintain the systems necessary to communicate with San Rafael's designated officials, Alarm Companies, Police Department, and those members of its citizenry affected by the alarm ordinance. • We will notify households, businesses, and alarm service providers of alarm ordinance existence and requirements, using city -generated templates and language when required. • We will generate and issue notices, permits and billing statements; track accounts receivables; and generate reports. • We will collect alarm call data daily, weekly, or as otherwise required by San Rafael and we will track all alarm responses. We will provide for a secure, encrypted transmission of this data, which is processed within one hour of receipt. • We will perform billing and payment collection functions consistent with the terms of San Rafael's alarm ordinance. We will send written notice to alarm users who generate false alarms and actively pursue those who are delinquent in making their required payments. • We will provide online access for households and businesses to obtain and renew alarm permits, pay false alarm fines, view their alarm activity, view San Rafael's alarm ordinance, update account information, and review FAA's and responses thereto. We will also provide households and businesses with the option of submitting applications and payments by mail. Submissions by mail will be delivered to a local San Rafael Post Office Box maintained and managed by APS. • We will maintain a Toll -Free telephone number that individuals may call to speak with someone in the San Francisco Bay Area about the specific details of their bills or to ask about the alarm permit program in general. Additionally, inquiries may be submitted via email and a timely response will be delivered to each inquiry received. • We will make available the APS Online Alarm School (alarmschoolonline.com) through the alarm user portal. In accordance with San Rafael's ordinance, alarm users will be able to access and complete an online false alarm reduction education course which will be verified and logged within the permit holder's false alarm history. • We will provide training to San Rafael employees engaged in the operation and/or oversight of San Rafael's Alarm Management Program. • We will provide a solution for San Rafael's desire to be able to accept payment from walk-ins locally at City Hall. • We will provide San Rafael with secure, online access to alarm management information, including, but not limited to, reports produced by San Rafael -defined search criteria. • We will produce and deliver reports to San Rafael in a timely manner as required or requested by San Rafael, including, but not limited to, auto -notifications. • Our system will communicate with the City of San Rafael (as well as any other department necessary) for the effective performance of San Rafael's Alarm Management Program. • Our system will be tailored to fit San Rafael's particular needs and objectives and it will perform all functions necessary to satisfy same. It will acquire, access, assimilate, produce, record and store data relevant to the operation of San Rafael's Alarm Management Program. It will generate and issue notices, permits and billing statements; track accounts receivables, account histories (including hearings and appeals); and generate reports. Our application is built on the latest technology available, which has made integrating with CAD vendors a seamless process. We process 75+ false alarm records each day for San Francisco in real time. • Our system is capable of generating and producing reports based upon the entry of a variety of parameters, including, but not limited to: registration number, customer name, customer address, incident type, and date, including a range of dates. Our system accepts multiple search criteria, including partial and wildcard searches. • We maintain our equipment in good working order and we take all reasonable steps to protect our system against infection or corruption to ensure uninterrupted operation of San Rafael's Alarm Management Program. Project Approach Based on the sizing of San Rafael's false alarm program, APS is confident that we can deliver a successful transition of program administration in less than four [41 weeks. The APS implementation will have very little impact on San Rafael resources. There are no expectations, assumptions or resources required other than providing APS with the current data set — permits and false alarm history. APS will assign a project team rich in experience. Additionally, each of the members—from Project Manager, Technical Manager and Customer Support —are all principals who will be giving their full attention to a mutually successful deployment. San Rafael will have our undivided attention. Jim Huchingson, President, will serve as the dedicated Project Manager. The main components of a successful implementation and ongoing administration include: • Working with San Rafael to understand the current False Alarm Ordinance as well as the goals and objectives for 2019-2020. • Analyzing the current data set and architecture of existing San Rafael database. • Working with alarm companies to understand their data needs, agreeing to data transfer processes, and introducing the APS application for secure data transfer and account status updates. • Agreeing to an implementation schedule with San Rafael, as well as holding regular, scheduled meetings to ensure the program is staying current with alarm ordinance revisions, goals and process modifications. • Providing permit processing by Internet, phone and mail for all transaction types, such as activations, renewals and reinstatements. • Managing data integration and import processes for all external data systems, such as the CAD data set. • Generating the appropriate invoices and notices for all transaction types, such as activations, renewals, false alarm notices and invoices, as well as appeals documentation. • Reviewing and signing off on all associated program documents, notices and program content so they are ready for public consumption—including forms, envelopes and postage related to mailing activities. • Providing daily reconciliations of all financial activity. • Producing financial statements in a real-time environment where all transaction data is linked and can be available for export and import to San Rafael's financial application (or Microsoft Excel or CSV format) for internal reconciliation. • Establishing IVR system, custom greetings and an 800 number for San Rafael. • Performing all customer support functions for city residents and San Rafael city staff from 8am to 5pm PST each designated working day. • Integrating all city ordinance program information to San Rafael website or other APS hosted URLs linked to San Rafael website. • Providing hosted, secure online access to all program participants—such as San Rafael residents, Alarm Companies and San Rafael program staff. • Managing the collection process. • Working with San Rafael program staff to reconcile and manage all false alarm appeals and associated processes. • Managing permit -status changes for all permit holders based on San Rafael's current ordinance, as well as being able to modify application business rules as needed. • Working with San Rafael on ordinance modifications, community outreach, communication and education to reduce false alarms. • Maintaining all activity history, for all residents, in a real-time environment—with time -stamped interactions that can be exported on -demand and are accessible to all defined participants. Alarm Program Systems LLC. will provide San Rafael with 100% web -based application that requires no hardware or software to be purchased. APS is prepared to work with all defined city personnel to ensure a team approach and successful implementation. Typical tasks and input from San Rafael staff may include: • Collaborative design of all program documentation and communication strategies to San Rafael residents. • Approval of all published content in support of the program—print and online versions. • Monitoring of implementation performance on ongoing program performance. • Development of hybrid model for customer support functions, whereby San Rafael staff participates in a set of defined customer support functions. • Collaboration on false alarm appeals and processes. • Collaboration to ensure all permit status changes such as "verified response" are accurate and done in support of program ordinance rules. Cost Proposal San Rafael APS Notes 81% 19% Fees paid by San Rafael from gross revenue: None APS fully outsourced service will include: 1. Bank fees 2. Correspondence mailing costs (envelopes and paper) including postage (at first class postage rates) 3. Credit card processing fees The proposed revenue split will be based on total permit fees, renewal fees, false alarm fines, reinstatement fees, late fees or related fines. There will be no one-time fees or star up costs of any kind (including implementation, data conversion, technical support, hardware, and training). APS is open to discussing additional pricing options that best meet the needs of San Rafael — commission percentages may be adjusted while considering items such as postage/mailing fees, bank fees and credit card processing fees. Payment System APS will reconcile, on the first day of each month, the previous month's deposits. Based on each monthly reconciliation, APS will invoice San Rafael showing all revenues collected and invoices paid. Once the invoice is approved, an ACH request will be made, and the City's portion of the revenue shall be deposited to the City's designated bank within 5 days of City's approval of such invoice. Response to Solicitation Proposal for the City of San Rafael False Alarm Tracking and Billing Services P.O. Box 460219 Escondido, CA 92046-2019 Phone 800.749.9669 Fax 760.749.8549 Owned and Operated by: Ryan Causey Chairman of the Board and President Sheena Causey Director, Treasurer, and Secretary Thomas and Kathleen Causey Directors Table of Contents Companyintroduction...................................................................................................................................2 Meetthe team...............................................................................................................................................2 Nature and scope of work.............................................................................................................................3 Source........................................................................................................................................................3 FalseAlarms...............................................................................................................................................3 Billing..........................................................................................................................................................3 Collection...................................................................................................................................................4 Appeals......................................................................................................................................................4 Reports.......................................................................................................................................................4 OnlinePortal..............................................................................................................................................5 CustomerService Desk..............................................................................................................................5 Services and materials to be provided by the City........................................................................................5 Compensation................................................................................................................................................5 References.....................................................................................................................................................6 Exhibit A — City of San Marcos letter of endorsement..................................................................................7 Exhibit B — City of San Luis Obispo letter of recommendation......................................................................8 1 Company introduction Municipal Alarm Tracking has been in the business of tracking false alarms since 1994 when our founders, Thomas and Kathleen Causey, founded the business and signed our first client. For the next 22 years, Thomas and Kathleen worked to serve municipalities by helping to administer their false alarm programs. In 2016, Thomas and Kathleen handed the reigns of the business to their son Ryan Causey and his wife Sheena Causey. They've been running the business under the guidance of Thomas and Kathleen ever since. Municipal Alarm Tracking is a small business that has been based in San Diego County since the start, and currently operates out of Escondido. Thomas, Kathleen, Ryan, and Sheena are the owners and operators of the company, and there are currently no other employees. Meet the team Ryan Causey is the current Chairman and President of Municipal Alarm Tracking. Ryan has worked as a software engineer since graduating with a Bachelor's in Computer Science in 2013. His background of working with DoD (Department of Defense) contractors has given him insight into the software challenges faced by Governments today as well as an appreciation of the ramifications of insecure software. Ryan joined Municipal Alarm Tracking in 2015 with the desire to modernize the software infrastructure and bring more features online to enhance the service to our clients. Sheena Causey is a Director as well as the current Treasurer and Secretary of Municipal Alarm Tracking. Her 15 years of customer service experience is reflected in the day to day operations for the company. Her prior experience encompasses working in a call center environment, handling day to day customer service issues, and managing her peers. Sheena started with Municipal tracking in 2015, learning the business's trades under the guidance of Kathleen. She is the primary contact for our clients and their citizens for day to day matters and ensures that the operation run smoothly and efficiently. Thomas Causey is a Director of Municipal Alarm Tracking. Thomas retired from the Escondido Police Department after 30 years in law enforcement at the rank of Lieutenant. After retiring, he worked an additional 10 years as a reserve police officer for the City of Escondido. Thomas and his wife Kathleen founded Municipal Alarm Tracking in 1994 with the signing of their first client. Thomas was responsible for crafting the initial policies and procedures which formed the basis of everything we do today. He currently serves in an advisory role on the ongoing operations of Municipal Alarm Tracking. 2 Kathleen Causey is a Director of Municipal Alarm Tracking. Kathleen worked at Paine Webber for 9 years before founding Municipal Alarm Tracking with Thomas. Her experience with high speed order processing and ensuring that data was entered accurately was a great fit for handling the alarm data we collected. Kathleen was the force behind Municipal Alarm Tracking for the first 24 years. She ran the day to day operations and interacted with clients and citizens alike. Her approach to customer service and outreach established the baseline standards which continue to guide Municipal Alarm Tracking to this day. She currently serves in an advisory role on the ongoing operations of Municipal Alarm Tracking. Nature and scope of work. Municipal Alarm Tracking understands that the nature and scope of work involves the administration of the City of San Rafael's false alarm program and the associated ordinance. Source Municipal Alarm Tracking will source all false alarm data from the CAD (Computer Aided Dispatch) system used by the San Rafael Police and/or Fire Department. We will parse the false alarm incidents retrieved from the CAD system and import the data into our software system for processing. We will screen all CAD incidents to ensure that they are valid false alarms before processing the incidents. This is to ensure that we do not accidentally bill for incidents that were not false alarm activations, and to ensure that false alarms are being properly dispositioned by the responding officers. Should Municipal Alarm Tracking note a discrepancy in the source data, we will work with the City of San Rafael and the San Rafael Police and/or Fire Department to rectify the issue. Our goal is to ensure that the costs incurred by responding to these false alarms are properly recovered. False Alarms During the normal false alarm import process, if a location is encountered that does not have an existing account in our system, one will be created based on the information available from the CAD report and other publicly accessible sources. When a false alarm is entered into our system, it gets applied to the appropriate account based on the source data. Once the alarm is applied, the account's alarm history will be checked, and a false alarm fine will be assessed based on the number of alarms the account has within the fee period and the alarm's sequence number. The fine and fee period are based on the currently applicable fee schedule from the City of San Rafael at the time of alarm occurrence. Billing Accounts will be invoiced monthly. An invoice will be sent to any account with a balance due. The invoice will contain an itemized breakdown of payments received, any balance forward charges, current charges for the billing period, and the total balance of the account that is due to be paid. Invoices will be net 30 unless otherwise specified by the City. 3 Invoices will be accompanied by a preprinted return envelope addressed as follows: City of San Rafael Municipal Alarm Tracking P.O. Box 460219 Escondido, CA 92046-0219 In our experience, the majority of accounts will pay when invoiced. The monies collected will be credited to the appropriate account. Within 10 days of collection, the monies will be deposited into the City of San Rafael's account at a financial institution of the City's choosing. Accounts with a balance due will be invoiced for three months. There are, in our experience, a small number of accounts that will not respond to a normal invoice. Accounts that are still delinquent as of the billing period following the third invoice will be sent a "Final Notice" along with the fourth invoice. This "Final Notice" will inform the alarm user that his or her account is in arrears and will be forwarded to a collection agency if payment is not made by the date specified in the invoice. In these cases, we will attempt to contact the alarm user directly via telephone with the intent to have the account pay the balance due before having to be forwarded to collections. It is our experience that the increasing pressures exerted as a delinquent account ages brings payments in from the vast majority of individuals. For accounts that still do not respond, we will send all of the relevant account information to the City of San Rafael for review prior to sending the account to collections. Only after receiving approval from the City will the account be sent to collections. Municipal Alarm Tracking does not have a permanent relationship with a collection agency, so we are planning on utilizing the collection agency that currently serves the City of San Rafael. Appeals Municipal Alarm Tracking will help with the City process appeals. We will collect all statements and attachments from the alarm user and provide it along with the account's alarm history and any other relevant information to the City for review. Once a decision has been made to accept or deny the appeal, Municipal Alarm Tracking will either waive the contested fines or send a new invoice along with a copy of the appeal decision to the alarm user. Reports Municipal Alarm Tracking will provide the following reports to the City of San Rafael along with the monthly invoice for services rendered: • Revenue Report o This report will contain a breakdown of all monies collected by type of charge, the total amount collected of each type, and the total amount collected for the month. • False Alarm Report o This report will contain a monthly break down of all false alarms (Police and Fire) entered into our software system. The report will consist of date, CAD report number, 4 type of response, whether it is business or residential, address, and the account number the alarm was credited to. We have the ability to generate any additional reports the City of San Rafael desires and will endeavor to furnish such reports as soon as possible when requested by the City. Online Portal Municipal Alarm Tracking will provide an online portal for alarm users to register and manage their alarm accounts. Alarm users will be able to view their account balance, false alarm information, invoices, and activity. In addition, alarm users will be able to pay their invoices online using a credit or debit card. There is no convenience fee for paying online. Customer Service Desk Municipal Alarm Tracking will be the main point of contact for any alarm user inquiries. We will provide support via phone and email to alarm users to help them understand their bill, the ordinance, and answer any other questions or concerns they may have. Services and materials to be provided by the City In order to effectively execute the alarm program, Municipal Alarm Tracking is requesting the following information, support, and materials from the City of San Rafael: • As noted under the Source section, we need access to the CAD data from the San Rafael Police and/or Fire Department. This CAD data should be limited to false alarm incidents, and we will need access on an ongoing basis in order to properly account and bill for false alarms. • In order to correctly attribute false alarms to businesses or residences, we are requesting access to any City maintained address and contact information sources on an as needed basis. This includes sources such as business licenses or utility billings. • For the billing of false alarm accounts, the City of San Rafael will provide all necessary City letterhead files for use in printing mailings as well as official City of San Rafael envelopes with a glassine address window in the bottom left. • To enable online payments, an authorized representative of the City of San Rafael must set up an account with our payments provider and authorize our platform to charge alarm users on the City's behalf. Compensation Municipal Alarm Tracking will not charge anything up front and will derive its fee from the amount of false alarm penalties and permit fees collected in the prior month. The fee that Municipal Alarm Tracking will charge is 20% of all collected monies from the previous month. There are no other fees. We will not withhold this fee from the monies collected and all collected monies will be deposited directly into the City of San Rafael's account. We will invoice the City of San Rafael monthly for all monies collected the prior month. Should we be forced to send an account to collections due to being unable to collect ourselves, we will not charge a fee on any amount the collections agency recovers. Any amount recovered by a collections agency and provided to us will be deposited directly into the City of San Rafael's account. References Listed below are references that can verify the past and current performance of Municipal Alarm Tracking. Letters of recommendation can be found in exhibit A and B. Estella Muro City of Vista Phone 760.643.5226 Email emuro@ci.vista.ca.us Darian Demerjian City of Poway Phone 858.668.4636 Email ddemerlian@poway.org Veronica Martinez City of San Marcos Phone 760.744.1050 x3111 Email martinez@san-marcos.net Peter Hubbard City of San Luis Obispo (retired) Phone 805.704.9038 Email phubbard7734@icloud.com Exhibit A — City of San Marcos letter of endorsement October 17, 2017 Re: Letter of Endorsement Municipal Alarm Tracking To whom it may concern: The City of San Marcos was a client of Municipal Alarm Tracking for almost 10 years in the 90's. During that time, MAT provided all the false alarm billing and tracking services for our City for about 60,000 residents in population at that time. The Causey's were great to work with and very efficient and professional. Their extensive law enforcement experience was extremely helpful when dealing with the public's inquiries on explaining false alarm activations and ways to prevent them. Had it not been for the recession that we were experiencing at that time, we more than likely would have continued our contract with them. I would highly recommend this company to any municipality that is looking to contract out for False Alarm Billing and Tracking, they do it all, very effectively. If you have any additional questions, please feel free to contact me at (760)744-1050 ext. 3111. Sincerely, l�irinaiz ✓�Zatlwra,>C Veronica "Ronie" Martinez Public Safety Coordinator City of San Marcos SAN MARCS DISCOVER LIFE'S POSSI131LITIES vmartinezMsan-marcos.netl www.san-marcos.net Discover San Marcos on social media: Facebook I Twitter I Instagram : Linkedln . YouTube I Civic Center Drive I San Marcos, CA 92069-2918 1 (760) 744-1050 j (760) 744-9520 Fax 1 w%vw.san-marcos.net 7 Exhibit B — City of San Luis Obispo letter of recommendation Peter E Hubbard 1392 Sonrisa CL S;ui Luis Obispo, Ca 805-704-9038 pliubbard7734@icloud.com May 30, 2018 To whom it may concern I'm a retired police sergeant Frorn the San Luis Obispo Police Department. I was the Administrative scrgcanl liom 1996 to 1998. Just prior to my assignment the City of San Luis Obispo had a contract for false alarm monitoring, collecting alarm permit lees and collecting false alarm Ices with NTS, National Tracking System. The contract was terminated with them because of complaints by consumers and questionable billing practices. The contract was awarded to Municipal Alarm Tracking. Municipal Alarm "Tracking did an excellent job of sorting through all accounts that were provided to them by NTS. From (lay one Municipal Alarm Tracking was able to obtain a higher percentage of dclinqucnt lines. Municipal :Hann Tracking's focus was on customer service and worked diligently to resolve Alarm issues. The complaint rate about alarm billing issues dropped almost to nothing when they look over the contract. Municipal Alarm Tracking's financial accountability was excellent. If you have any questions, feel free to contact me. Sincerely yours, Peter E Hubbard 91 INFORMATION SYSTEMS GROUP tU all CU7•'9l: Presents to: P� Proposal for False Alarm Reduction Program; Management, Processing and Collection Services October 23, 2019 TLS P -1 Tr Ustwave McAfee SECURE vP Phoenix Group Information Systems 2677 N. Main St. Suite 440 Santa Ana, CA 92705 Cover Letter Phoenix Group Information Systems (Phoenix Group/PHX) is pleased to present this proposal for Alarm Compliance Program Services to the CITY OF SAN RAPHAEL (AGENCY/CITY). Our firm is delighted to offer our services and systems which are the most robust and customer friendly in the industry; our technology is the most innovative and current in the industry and our fees are the most competitive in the industry. Phoenix Group will provide to the AGENCY a complete solution for processing, collections, and customer service needs. A solution that is available 24/7. Through a revenue-sharing agreement, PHX can provide these services with no up -front costs or financial risk on the part of the City. With 240 Clients and over 30 years of experience in the Industry, we guarantee that we will outperform all the other vendors by providing focused processing and collection services that are effective and efficient. After many years of working with the City, we can ensure that our costs are the lowest in the Industry and completely transparent. We understand the City's goals and financial burdens and are willing to provide special incentives to assist the City going forward. Our proprietary FAMS program is a proven, fully comprehensive, state of the art web -based application that allows full access to all data, communications with citizens, online payments and reports, as well interfaces, FTB and Collections via secure web browser. Saving resources and increasing efficiency by: • Reducing the number of False Alarms. • Recovering the costs from false alarm dispatches. • Educating the community about false alarms and roles in false alarm reductions. • Increase Public Safety. • Better Utilization of Law Enforcement and Fire Resources. Phoenix Group offers a superior level of customer service and support. In our corporate headquarters, located in Santa Ana, California, we offer in house bi-lingual Customer Service that will ensure a dignified and respectful treatment of the AGENCY's patrons. As President and officer of Phoenix Group Information Systems, I have full authority to negotiate a contract with the AGENCY under the terms and conditions prescribed by this RFP and any and all addenda. Claire Murphy is the Executive Vice President for Phoenix Group and will be the project manager for the CITY OF SAN RAPHAEL. She can be reached at 714-460-7200 or clientrelationsna.phxgroup.com. She will be your primary point of contact. All information, fees and services in our proposal are valid for a period of 90 days. We confirm that we meet and exceed the minimum contract and insurance requirements. Our firm is able to execute the agreement as drafted by the CITY OF SAN RAPHAEL. Sincerely, Claire Murphy Vice President 21 Firm's Qualifications Phoenix Group offers a superior level of customer service and support. In our corporate headquarters, located in Santa Ana, California, we offer in house bi-lingual Customer Service that will ensure a dignified and respectful treatment to the AGENCY's patrons. The dedicated bilingual team at Phoenix Group takes pride in providing all services on a daily basis. Our senior management team has extensive industry experience and our customer service representatives are all fully trained and experienced in assisting the public. All of our staff is bilingual and has over 100 years combined experience in this sector. O O 0j `' A�'o O ,O Phoenix Group is a C -Corporation and has been incorporated in the State of California since 1988. We are a certified DBE firm. Our firm is a fiscally conservative and financially sound company with no loans or debt. All hardware and software is 100% owned and maintained by Phoenix Group. Our software system is maintained in a secure and copy written environment. No services or systems are outsourced. Phoenix Group has never defaulted or failed to perform. All contracts have been successfully executed to term. Phoenix Group is able to provide strong customer service to both the CITY and citizen. Phoenix Group's experience with processing a wide array of services (over 240 agencies throughout California) and having adequate, capable resources to do so, is crucial to the success rate of the CITY. Phoenix Groups interface is highly intuitive and ranked higher amongst Agencies in California for its ease of use. Other vendors will promise increased collection revenue, however Phoenix Group has the immediate ability, to pursue the collection of unpaid fines for the CITY. Phoenix Group has become an expert in submitting public debts to the CA Franchise Tax Board. We have been providing this service since the inception of the program for a large percentage of our client base. Phoenix Group provides real-time reports to track the program's success, as well as all customer service as it relates to the FTB Collections. This method of collections has provided higher than average returns for our California clients. Phoenix Group is willing to offer the CITY an increased REVENUE GUARANTEE. We are confident that our knowledge in the Industry and attention to detail will exceed the expectations of the CITY going forward. Our goal is to assist in increasing the AGENCY revenue structure and decrease the workload of AGENCY staff. We pride ourselves on the following: • The clean presentation and ease of customer -based web pages; • Well -structured phone service & support systems; • Outstanding references; • A strong technology culture promoting flexibility & best practices. • A high collection rate and revenue cost recovery structure for the City of San Raphael. 31Page We assist our clients in ensuring that invoices are processed and collected in a timely and responsive manner to assure our clients that their service needs are met, and revenues are successfully delivered and available for use. Our clients have found by using the services provided by Phoenix Group that revenues have dramatically increased. Phoenix Group Information Systems has the system, personnel and financial resources necessary to fully execute the requirements of the City. We are pleased and proud to provide this proposal for our services — we are the industry leaders in technology and services and provide the lowest costs to our customers, while maintaining the highest standard of customer service. We are confident that our proposed services will greatly enhance and facilitate the enforcement effort put forth by your Agency. OBJECTIVES: Our Solutions... Our Service ... Your Success!! Phoenix Group has met and exceeds all AGENCY'S requirements. • Phoenix Group Bilingual Customer Service representatives are experts in dealing with the AGENCY'S citizens. 100 YEARS OF COMBINED EXPIERENCE • To provide the CITY with a reduced fee schedule to help to maximize CITY revenue. • Perform services related to the collection of past due processing; the CITY will have a better opportunity to collect on past due invoices for a nominal percentage of the collected amounts proposed in this agreement. This function is a cost -beneficial way to collect additional fines and is an ongoing effort. • Greatly improved customer access and service options via established and tested internet and telephone payment processing options, providing the CITY with instant solutions. • Maintenance of software, upgrades, environmental and security issues reside with the contractor under an efficient vendor hosted model. • The possibility of increased collection rates through aligned associations with FTB and delinquent collection processing. Offered to the CITY on a contingency basis. 41 Page Experience False Alarm Management System Our FAMS system is a proven, fully comprehensive, state of the art web -based application. Our system not only reduces the response to false alarms, it also reduces the total amount of alarm calls an agency receives. FAMS system focuses on a detailed and concise process to generate letters and invoices to residences and businesses in real time. Residents and businesses can log in, register online, check the account activity and pay fines including renewals online all in real time. FAMS will enhance the ability of your Police Department, Sheriffs Office, and Fire Department to provide superior citizen service in the administration of the alarm management program. Having processed for over 240 California Agencies, we are very familiar with the necessity of integration with an Agency's CAD/RMS system and could offer a seamless and rapid integration. Phoenix Group offers a superior level of customer service and support. In our corporate headquarters in Santa Ana, we offer in house bi- lingual Customer Service that will ensure a dignified and respectful treatment of the AGENCY's patrons. Most law enforcement agencies list responding to alarms among their most common calls for service. Most of these are false alarms that waste resources, and absent a penalty, the alarm system owner has little incentive to fix a chronic problem. The most effective solution is a false alarm ordinance that identifies owners of systems when the alarms are triggered by mechanical malfunction or employee error. Few agencies are set up to track false alarms, and false alarm management systems (FAMS) handle these tasks. False alarm ordinances are generally based on one of two models: • Alarm system owners are fined for each false alarm that exceeds a limit over time, e.g. more than two false alarms in a 30 -day period. • Alarm systems are licensed by the city. Licenses are suspended or withdrawn when the number of false alarms exceeds a limit overtime. Owners of unlicensed systems are fined, or the city refuses to respond to alarms from those systems. FAMS automate the tasks associated with both models. PHX will create and maintain a database of alarm systems. PHX will issue billing notices, track the payments, and maintain a count of false alarms at each premise. Most cities have hearing and appeal systems, and FAMS keeps track of those processes as well. 51 Let us manage your alarm program so you don't have to! Save your resources and increase your efficiency: • Reduce false alarm dispatches substantially • Cost effective - there are no upfront costs to use FAMS • Enables your jurisdiction to capture fees to offset the cost of police and fire resources responding to false alarms • Educates the citizens and businesses about the problem of false alarms • Enables the police and fire departments to be more effective by better utilizing theirresources • Relieves the jurisdictional burden of hiring technical and administrative personnel to create and administer a false alarm tracking and billing program • Increases revenue through enhanced fee collection • 100% web based in real time to provide you and your citizens with the highest level of online access and security • Collection rates of over 90% through our focused approach, coupled with citizen awareness, outreach and education • Alarm program administered by the nation's largest alarm managed services company • Don't have an ordinance or it needs revising? Let our experts help develop one that uniquely fits your community. • Phoenix Group has met and exceeds all AGENCY'S requirements. • Phoenix Group Customer Service representatives are experts in dealing with the AGENCY'S citizens. • Phoenix Group has been a California business partner for over 30 years — longer than any other service provider. • Phoenix Group currently provides service to over 240 California agencies —more than any other service provider. • Phoenix Group offers the following solutions that will increase the AGENCY revenue and decrease the workload of AGENCY staff. Services Offered The following describes the services that FAMS Services offers a jurisdiction to help them administer their false alarm reduction programs. A jurisdiction may utilize all of some of the services described below. • Alarm Permitting and Registration • Alarm Company Coordination • Track the Number of False Alarm Events • False Alarm Invoicing • Permit and False Alarm Invoice Remittance • Citizen Customer Support - Toll Free • Education Services • Support the Appeals Process • Coordinate Collections for Bad Debts 61 Page Alarm Permitting and Registration FAMS Services verifies alarm users are in a jurisdiction's limits and mails initial alarm permits and annual renewals if needed. Alarm Company Coordination FAMS Services works closely with the alarm companies operating in your jurisdiction to manage alarm permits, and communicates with them about alarm users with excessive false alarms, etc. Track the Number of False Alarm Events FAMS Services has a flexible and open false alarm tracking system that can get or retrieve false alarm dispatch information from a jurisdiction's dispatch center. FAMS Services can process false alarm dispatch information daily, weekly, or any interval needed. False Alarm Invoices After FAMS Services processes false alarm dispatch information, we mail false alarm invoices to the alarm user for the appropriate amount based on the total number of false alarms an alarm user has had. Permit and Invoice Remittance FAMS Services provides complete remittance services to jurisdictions for Alarm Permitting and False Alarm invoicing. FAMS Services processes payments daily and deposits the AGENCY's funds into the bank of your choice. If an AGENCY prefers, FAMS Services can also coordinate remittance processing with the AGENCY bank or finance department. Citizen Customer Support - Toll Free Providing bilingual customer support to citizens for inquiries about a jurisdiction's false alarm reduction program, permits, and invoices is the best practice for reducing false alarms. FAMS Services offers toll free citizen customer support for all of the services. Education Services PHX Services takes every opportunity possible to educate a jurisdiction's citizens and business about the cost and problems that false alarms cause. Education services that we offer include the development and advertising of false alarm reduction methods directly online through the AGENCY's customized website. Support the Appeals Process When FAMS Services is providing alarm invoicing we will support any appeals that a citizen may have. A citizen can call our citizen support center to begin the process or file an appeal directly online. Coordinate Collections for Bad Debts FAMS Services offers collection services for bad debts in house including FTB submission. 71 Page it N G Qualifications of Team Key Personnel: Robert T. Murphy, President Mr. Robert Murphy has served as President of Phoenix Group Information Systems since its founding in 1988. He has been instrumental in providing vision, leadership and innovation and has led Phoenix Group in continued, substantial growth. In his position of President, Mr. Murphy's focus is to ensure ongoing contractual compliance, and oversee operational and financial controls for Phoenix Group's clients. His background includes many years of audit experience with the internationally recognized public accounting firms. His experience has given him a broad range of first-hand knowledge in the planning, budgeting, control and operations of a variety of financial and operational environments. Claire Murphy, Executive Vice President / Project Manager Claire is responsible for the broad oversight of Phoenix Group's ongoing operations and maintains direct supervision of the Company's business development unit. In addition to business management, Claire has functional experience in operational and financial management, marketing, and product line management. Education: BFA, Queens College, New York, 1994. MBA, New York University 1997. Fluent: English/French/Italian. Mallesh Kunchakurthi, IT Department, Technical Lead An accomplished Technical Lead/Architect with over 11 years of proven expertise in design, business process and implementation. Experience on implementing Software Development. Life cycle (SDLC) of .NET applications on Software Design, Development, Testing, Implementation, configuration, and deployment. Worked on multiple projects, databases and different teams. Past work experience includes; MySpace, one of the world's top destinations for social entertainment through complete integration. MySpace is the world's largest .Net Implementation. Raquel Crisostomo, Administrative Analyst / Client Relations Lead Raquel has successfully administered and directed the operations of more than 250 accounts throughout the State of California. Bilingual in both English/Spanish, she is responsible for providing all the reports for the AGENCY. Her main goal is to ensure the success of the programs through complete customer satisfaction. Raquel is the main point of contact for daily operation tasks and will assist on daily support. Raquel is also the point of contact for new services needed. Responsibilities include project management for software and content -based projects, managing client expectations and ensuring clients adhere to contracts, coaching/training client users on system software as needed. Cathy Garcia, Document Specialist Directly responsible for Alarm billing matching, billing and payment and document specialist. On a daily basis Cathy performs quality control for all aspects of the FAMS. She will ensure customer service is maintained at the highest level, directly working with the City Staff to improve content on all mailings, email and invoice communication allowing for more effective public awareness and cost recovery for the City. Customer Service Representatives Phoenix Group's Customer Service Representatives have over 100 years combined experience. The Phoenix philosophy is to treat all callers as "customers". Each member of the team is bilingual in Spanish/English. Ongoing daily duties include answer all incoming calls and provide resolutions to Citizen queries including permitting, billing and appeals. 81 Page Project Understanding FAMS tracks the false alarm data, alarm activations and maintains the complete account history in real-time. FAMS is designed to receive data from the City's Dispatch system identifying all alarm calls including the false alarms (along with accompanying final disposition codes) for the previous calendar date. FAMS maintains the incident count (true and false) for each location and provides the ability to track alarms not reported by the alarm monitoring companies. • PHX shall receive from the AGENCY a monthly report of documented false alarms within the AGENCY limits. PHX will record and track frequency of false alarms per location (by street address and/or permit number.) on false alarm calls within any 12 -month period at a specified location in compliance with the City's municipal code. • PHX will maintain and operate the alarm permit process for the AGENCY and invoice according for all billable False Alarms. Based on this customizable rule-based solution, FAMS adopts the billing criterion and all associated fees including permit charges, false alarms charges on a calendar year, Fiscal Year or rolling 12 -month period that are billable based on the location type (residential, commercial, exempt) false alarm count, and the total fine for each location to include all applicable late fees. • If a notification sent by PHX to an INDIVIDUAL is returned to PHX with a change of address notification it will be brought to the PHX customer service department. PHX Customer service will correct the address and re -send the notification. If a notification is returned to PHX as undeliverable the AGENCY will be notified. No further attempts to collect will be pursued by PHX. • PHX will initiate Special Collections in accordance with the preferences of the AGENCY. PHX will only initiate special collections efforts for INDIVIDUALs that are past due on renewal fees, and other penalties. Special collections efforts shall include (but are not limited to) notification by mail, FTB notification and delinquent collections. • PHX will provide a PO Box for collections of all payments submitted via Check/Money order. • Using the PHX hosted web application AGENCY staff will be able to review, update and modify residential, commercial, and alarm information as needed. • A unique toll free number will be assigned to the AGENCY by PHX where INDIVIDUALs can call in to speak to a live customer service representative at PHX for questions, billing, education, and any other information as required by the AGENCY. • Our customer service representatives realize that their most important asset is their ability to identify and fulfill the needs of the customer. The Phoenix Group Customer Service Team strives to exceed expectations while committing to quality, efficiency, and responsiveness. • PHX will work with the AGENCY to enhance the city ordinance pertaining to alarms, false alarms, alarm permits, penalties, fees and fines as needed. • PHX will work with the AGENCY to create INDIVIDUAL outreach (such as City newsletters) in - order to help get the message out regarding alarm permits and information a Administrative Interface, Our process - Workflow Dispatch Report Management Dispatch Reports Customer Invoices Customer Payment Create Dispatch New Invoice New Payments Report Confirm Invoices Printing Processing Payments Dispatch Report Invoice in Pending Send Dispatch Successful Payment Report for Payment Status Invoicing Ordinance Support PHX FAMS understands that City's ordinance may undergo revisions from time to time. PHX has extensive experience in partnering with several cities, and their legal departments to develop or revise alarm ordinance. This service is provided to the City at no additional cost. Alarm Permitting and Renewal PHX FAMS understands that the City of San Raphael currently requires permits. PHX FAMS maintains the alarm permit database in real time. Citizens and businesses can apply online for permit registration or can use traditional paper applications that are available online for download though the FAMS website. PHX FAMS team will review the existing alarm permit registration form and work with the City of San Raphael's alarm administrator/records management to finalize the permit registration form that incorporates the requirements of the City's ordinance. Once a permit is registered in FAMS database, then all subsequent alarms that happen at the permit location are assigned to the permit. City Staff and PHX FAMS staff are able to see the permit status, invoices, payments, and all past incidents including the number of incidents in the last 12 months. FAMS maintains the original registration issue date, date of 10 1 V 4(, each false alarm including incident count (true/false), historical information on registration issuance and current registration status (active, expired, suspended, no -response etc.) information on real time basis . Your citizens, City's alarm administrator and PHX 's CSR, all have the ability to maintain the key holder information in real time through FAMS administrative and citizen portal. PHX will conduct all aspects of alarm permitting including but not limited to registration, annual updates and maintaining the alarm permit status . FAMS maintains the following required information for the permits: • Permit Number • Permit Issue date [Expiration/Renewal date . • Permit name, alarm site address with apt/suite#, phone number, and email address of the person responsible for proper maintenance. • Type of property (residential I commercial • Permit Type : Permit Holder I non -permit holder • Permit Status: Active I Inactive I Cancelled I Suspended etc. • Billing name, address and contact information (if different). • Holder name, address and contact information (if different). • Name, address and contact information for the alarm company responsible for installing the alarm system. • Name, address and contact information for the alarm company responsible for maintaining/ monitoring the alarm system • Type of alarm system • Date of installation • Names and phone numbers • Date of 1 st and subsequent suspensions • Date of reinstatement etc. • Additional account notes PHX FAMS has a business rules -based, automatic billing process; this eliminates errors and provides accurate information. PHX has several reports that are executed by the Customer Service Billing Specialist to ensure all permit renewal notifications have been processed. FAMS permitting and permit renewal processes include: • Monitoring the issue date and expiration date of permits, thus identifying the permits due to expire in at least 30 days. • Permits requiring renewal in the upcoming month are automatically generated and a permit renewal notice is sent. This provides the permit holder sufficient time to always remain compliant with the City Ordinance. • FAMS utilizes business -rules to send non-compliant notices and permit applications to all alarm holders that have reported false alarm incidents but do not have a valid alarm permit. Your citizens thus apply for the permit, which results in additional revenue. 11 1 if 1�b0 False Alarm Tracking and Invoicing Sent to the citizens to inform them of any violations of the alarm ordinance on a frequency specified by the City .The invoices provide historic false alarm details and fines so the recipient is able to cross reference the invoice with the City's municipal code requirement s. The invoice will also include any annual permit fees outlined in the City's Municipal Code. The content for invoices, correspondence etc. is approved by the City during the implementation phase and can be revised by the City at any time for no -cost. The following information is included: • Fully customizable to include City logo for complete transparency. • Account number, Invoice number and Invoice date, Payment information. • New incidents for false alarm. All incidents are verified by FAMS business rules that are initially set and tested in accordance to the ordinance. • Time, date, type, sequence number, and response fee for each new incident including non billable. History of incidents etc. • Amount of previously unpaid or delinquent response fees outstanding; • Procedure to appeal a response fee if applicable • Invoice format will provide stub or appropriate remittance form to accompany payment and return envelope for submission of payment. 121 Page If 46 Customizable invoices: CdX d &-1 -3 . 1, ,,%v F.g-.a BlwreaC Pc+2 OtP��x Y F'rZ: �arr•� Anr, Ca6brrre fTe�YY POLICE ©EI'ARTMEIVT Celina Crisostomo, Report Dace: tIIQd2a12017 15:35 PM 2577 ,N Main St Permit: A,5425 SEAL BERCI-I KCAL 80740 For ALwm Location 2877 H Main St Peirmit Deta-fls Refit For Alarm ,Perm -t and False AMTm Fees) DaberlTime DES-CRIPTIiON CREDITS DUE OZ29.2017 15 35 'PM FNerm-t Fee Jai.: 2018 - Ju.- 2017 $2850 o v I • -u- Puvuou nt u ue ana rayaale rrvyel_ aen_ aw ABOVE AMOUNTS MUST BE RECEIVED PR.DR TO THE END OF THIS MONTH --epl.r5= dr%. a.1 ft...h %k.,4.k=t Geapr -=- p -4-- V-1 --.d d :afd-ibl .fern!. S=W and •mrd.l — to S=Yg a !� 5�� 3m�6� M Mrtll.. sxhdad rth rla. !v'a!� �srna Th�.� rn a"-sT Fay Ils. i� dro Itdt• .lavr. M P-cl- Th. 1w br M 3�d MO- ft- nova r SDc.lm. 1. tr� !.!a Mhv S 134 TS aab —1 su�sagiart Afaw e.an l:!!� tr.hrs-'ser! ?rbd d S I®S`J CaPr. nith. 111 tali .1 Clots• 5..� d a'.s Lol aa.Ch M�r+eM Gids ara sTM. k"i. of C..dy 1-rtl ta: tis L -y. Ofrr b. a aad 12+d•7a s471be Ynl.a'dad:s ml.etvd 1-ur.]Irs-.RMfg J b ft- Lyda 2A.. Ci•x�'kr W esi-r>• I*.hs61 b urd sndxJ ba soft -ft =Gwb- .1. ngia.d:Yler lo= s� I�'aeYrrsaf.d [!ef 7Y. ttlP� dNY wJ a lerortrdsi t a r»aT .2-W J rd �Id by %- k- ai e. M. -W —2 1. ■ t - I vagi -P.1 r.!le140 m W- e•ad! .-c-+ P Q bR•ea[s!a' � YM�� b e.Ya P.Dr-r Sa - 1—ft d t ph-- cM 01 471=�r^S Pepw6. s.s `Jsa rr-*h n -Y rrs! � e 0.=" L- tt= Irtrea 9P-- L-dQar plan d M P-.-ktl Ci- .f.Ds 5 W} W 7oasar ]sem �mui.rd �aqs YHa Yrroa eyrsa Psaa �� t!!.s �9 bee {ladd:aaataaaa.4.itrala;} C� ra CriSOStDn i q =S77 K Main sa 2877 M Ma *- St Pz""-' A542S mrWDIMDam: II:':9-M 17 •s33PM SEAL BEACH CA 90740 mrvalae IYluls 3w- m1--,M4j-n329 Please Remit Payment to DS8C7L—nCDN runolrt C61y of Seal Beach F"-wlam Bzdzsn r sada Wo Processing Center rexm F T10.00 Post C iiioe Bax " " 370 -,."-Fee= caMe AL!x -c saea 90.0a sarrta Ana. Califcmia 92711 TMW Due SIM so Contesting/Appeals and Dispute Resolution PHX will work with City to establish best practice procedures in relation to contesting the fees related to false alarm billing. The City will have the option to customize how the review is established. There is no additional charge for the program. Mail in requests are verified and updated within 48 hours and forwarded to the City. 13 1 Public Online Access Self-service web portal that will be customized for the City of San Raphael for complete transparency, where citizens can complete online payments, learn about issues related to false alarms and its education. This solution is available 24/7. This portal includes self enrollment and will be available by a link on the City's website. Registered citizens will be provided with the following information: • Alarm Billing and History including permits. • Ability to update their contact information online. • Bill payment for permit and false alarm fees/fines. Portal is encrypted. TLS1.2, PCI compliant. • Education and Awareness • Email Notifications for outstanding bills, payment confirmations, registration for new customers. ;ml's A CITY4 EUREKA a TI»Cryd��l¢ko hasah:sz:.4m.;r..ra;<IEIhC 32 :.`..'_)Na!n SEs ux:rem=+Rk rum rclEre aniG'-'+-"Ere:cru=i:tale a�amc ihn Eurek.L!-i6r.31 Cade 2—arr .wpdey Fret LT:ra�r Lua F1r The (rte h:: la':e a4.^.n:9ere �e a k'v:tn.-s� the C.ai:ni v_"=equE..:lama rE�: nF�,3u;ne /mss N. hoz:!a s � c�Pa-y �;.x ;:tiF.xG r_rrzor ;>t Cty do u •EA �+;:a4 rmw:E ;he:::.m Pzrtr:^ Afiff 007 +A REGISTERED L'SER CITY DOiUMENTS NEW CUSTOMER DISPUTE OPTIONS IIID III® Eur_Ha rs a per.;tjm 11_rizm C:G:rnrz !.'! Q'i Tc::r. :�7r_ Iz::nes e':Gcr,:E Nrran hacEs a_•:h ac:he ne:.Cf Cates /,h,:.:.rs 4vc�: Fark?_p u hrre. y:^�: ari i'er':�s :•d k:vrea a ::a'I.!� :h a:*z.7 htir. b the. -a eT• 1a r'aA' u M,.n. z r_ ma;ae c'fy _ +7. rz_.:_moi: �E; G:uaE= tcx rv_ec a.�::n !nE Es?ptsLia /.6i:ks /dry!:kE n 7�e sr�s :E;.': an! he.S. a :(!S.CT: t..' E:y ABOUT US CONTACT US v 141Page Education Education of the public is the key to reduction. Better educated residents and business owners are less likely to have multiple false alarms. Our solution targets alarm users through web based access, education and training, auto generated mailings and an Integrated Voice Messaging solution. All of these education methods have proven successful. Ability for Citizen to View Documents Including City Ordinance j.:X? A CITYof EUREKA Dbcunle "1 Y;u __a__e CICO' ___ M'Efl FEESCHEDULE ALARM STAFF REPORT AGENDA SUMMARY AMENDMENT ORDINANCE ABOUT US Satisfied Citizens The local business community and residents feel safer as officer response times shorten. The ease and convenience of FAMS online interface appeals to alarm owners who can manage all aspects of their compliance through the system and receive instant response to their inquiries. That objective would be attained by maintaining up -to -the minute records and educating alarm permit holders. An ancillary goal, in lieu of completing eliminating false alarms, was to increase revenues from alarm registration and fines for violations through efficient management of those processes. Working together, developed a full-service solution that redirected the limited police resources away from administration of the alarm program. A revenue-sharing business model was created that eliminated all start-up costs for the City. 15 Customer Service Phoenix Group provides citizens with a unique toll free telephone number accessible from anywhere in the US and out of the country. Our phone system allows callers to choose between continuing in English or Spanish. All of Phoenix Group Customer Service Representatives are fully bilingual in English and Spanish. Our service center is fully staffed during regular business hours, Monday through Friday 8:00 a.m. to 5:00 p.m. Pacific Time (holidays excluded) for inquiries or payments. Resolution of Complaints - In order to ensure resolution of complaints or questions from the public that occur our Operations supervisors will take the appropriate actions needed to provide the CITY with all correspondence as requested. IVR System Our Automated (Interactive) Voice Response System (IVR) provides real-time response, in both English and Spanish. The system provides after-hours assistance to callers inquiring about the citation, status, amount due, payment information, final date to contest the citation, etc. The system is currently handling over 20,000 calls per month. The system has the capability to increase lines as needed. Our Customer Service department is accessible by multiple toll-free numbers. Should the caller opt to speak with a live person, they will be transferred immediately to one of our professional customer service representatives — all of whom are bilingual. All calls can be recorded for quality assurance. Occasionally Phoenix Group does need to conduct system maintenance or upgrade a feature. Should downtime be required it will be scheduled between midnight and 4 AM Telephone System To monitor Call Center customer service, reports will be provided as requested by CITY to include: • Total number of incoming calls. • Total number of calls processed. • Total number of calls handled by the IVR. • Total number of calls disconnected due to system failure or public hang-up. • Total number of busy calls. • Percentage of incoming calls completed. • Average wait time per call. • Average time per call, with high and low amounts. Phone Notes & Recordings: FAMS will keep track of all calls through the use of the unique 'Phone Note'. The phone call is entered into FAMS and logged to the account. In the event the CITY requires any investigation on the phone call, all notes, conversation and personnel who took the call would be recorded within FAMS. The CITY also has the ability to enter phone notes. This data is available for viewing by Phoenix Group personnel. 161Page Agency Interface/ Online Access: FAMS represents a new database of information that can be easily accessed by officers and staff with an internet connection and security defined password based on access level. Phoenix Group shall provide training for the City and Police employees. Training shall be conducted in several sessions on an as needed basis. Training will be offered FREE OF CHARGE. Login to False Alarm Management System for City: FAMS system allows searching by 1. Permit number 2. Customer / Business Name 3. Incident Number 4. Location Address False Alarm Managment System Sign in to start your session F.n;et you Loin R -;,.<%-10.d a Remember Me Agencies management section provides ability to preview and modify city agencies basic information as well as preview users and their current status. Iniotmation k� SCLLLFA(il 171 Page Reports Management Report Management section provides ability to create and customize reports for FAMS users. Access to all reports is over the internet via our processing system, FAMS. The reports are available in both PDF and Excel format and only require Adobe reader for viewing, searching, and printing. Report data is maintained on our servers for no less than two (2) years. • New alarm permits issued and fees collected • Annual permit renewals billed and fees collected • Permits inactivated or revoked and reason for inactivation or revocation Permits reinstated and reason for reinstatement • Number of false burglar alarms • Number of false burglar alarms billed and fees collected • Number of false robbery alarms • Number of false robbery alarms billed and fees collected • Number of reinstatement fees billed and fees collected • False burglary and/or robbery alarms for permit owners • False burglary and/or robbery alarms for non -permitted owners • Delinquent Collections Alarm Companies Management Alarm companies section provides ability to preview, add and modify alarm companies that are registered in the FAMS system. I..„ «.„« . . 181 Page Payment and Deposit Processing Daily, weekly and monthly procedures have been established to control and manage payments received at PHOENIX GROUP. All payments received by Phoenix Group are processed on a daily basis by our staff. Payments are entered into our system within one business day. The data entry of payments is performed on-line, and verified at the time of entry to include source and type of payment made. All payments made via credit card are updated to FAMS in real time. Phoenix Group meets PCI Compliance (See attached certificate). A receipt is generated for all online transactions to citizen with an easily recognizable record of proof of payment. Mail is retrieved daily from Phoenix Group local post office box to include payments, administrative review correspondence and other documents. All incoming correspondence is sorted and batched by postmark date for payment posting and correspondence processing. Envelopes are kept on file with all correspondence. Payments are received by one of the following methods: • Payments by telephone: o Phoenix Group Customer Service, Monday — Friday 8:00 am -5:00 pm, using a credit card, all major credit card are accepted. o Phoenix Group Customized IVR — 24/7, using a credit card, all major credit card are accepted. • Internet using a credit card, all major credit card are accepted. • Mail in Payments: Checks/ Money Orders. Bank deposits: PHOENIX GROUP will process the payments and deposit directly to a bank account controlled by the AGENCY or otherwise directed. Copies of the deposits and reconciliations are also available on-line daily. All deposits are made within one business day. Daily Online reports and deposit slips will clarify the bank deposits made for each issuing Agency. Online reports will provide daily record, payment detail and summary. Credit card payments will be provided to the AGENCY monthly in the form of a check with supporting reporting available through FAMS. Credit Card Chargebacks • Payment is reversed and invoice reopened. • Annotated details regarding payment information and related correspondence entered into FAMS. • Letter of dispute regarding the charge mailed to Credit Card Company. • Unpaid invoice letter mailed to citizen. • All paperwork is retained by Phoenix group for later retrieval if necessary. Bank Returned Check NSF • Payment is reversed in system. • NSF fee automatically added without user intervention. • Letter sent to citizen automatically. 191Page Collections/ FTB Processing Citizens who still refuse to pay for their outstanding fines may have their fines sent to the State Controller's office for annual intercept. The State will deduct any monies owed from the citizen's tax refund or lottery winnings. While the program has not eliminated all outstanding citations, it has had a significant impact on collecting unpaid citations. Overall the collection is significantly less than other vendors, allowing the AGENCY to maximize its cost recovery structure. Our Franchise Tax Board Offset Program complies with all requirements set forth by the California State Controller's Office. Any result in refunds will be intercepted and revenue will be sent directly to the Agency. The FTB will send all intercepted funds and detailed reports directly to the Agency. The Agency must provide a copy of the check and a copy of the detailed reports to PHX immediately so that we can update our system to show the accounts/citations as closed. PHX notifies the FTB of any interim payments received on our end, so they will close the account on their system. Phoenix Group has successfully managed all aspects of the FTB program for many agencies. The process includes: • Assisting the Agency in completing the required annual "intent to participate" FTB form, Assists Agency with FTB and SWIFT account setup • Creating a file of qualified accounts as per business rules. • Phoenix Group to send Notice of Intercept 30 days prior to filing at FTB as required by FTB. • Mails the pre -intercept notice to each registered owner, no multiple notices are required. • Process the payments that are received from the pre -intercept payments. • Retrieve Social Security numbers • Process the payments and enter FTB intercept payments • Handle all calls from the public • The public may also make payments with credit cards at paymycite.com • PHX will provide reporting for FTB notices mailed (pre -intercept warning letter), payments from notices (pre -intercept payments) and collected offset payment from the FTB. • Phoenix Group to send ongoing update files to FTB. • Phoenix Group will handle all citizen inquiries regarding FTB process from initial notice through actual intercept and refund requests. • Monthly reconciliation of FTB payments. 201Page Database Back -Up and Off -Site Security Phoenix Group's processing system FAMS provides security measures that maintain citation and system confidentiality. FAMS provides multiple levels of security settings from "read-only" to full ability to add/delete users. Security is based on the "need to know" of the operator. The initial implementation plan includes determining and establishing security levels for all CITY staff. Phoenix Group will advise the CITY in determining system access. Changes to security levels can be done immediately by the CITY's administrator via FAMS. Phoenix Group is totally cognizant that data security regarding citizen data is of paramount concern. To this end we have implemented the following back up and security provisions: Web Security and Credit Card processing Phoenix Group meets all industry approved standards. Phoenix Group implements McAfee SECURE TM Certified Service. This site is tested and certified daily to pass the FBI/SANS Internet Security Test. The "live" McAfee SECURE TM seal appears only when a web site's security meets the highest security scanning standards of the U.S. government for Visa, MasterCard, American Express, and Discover. In addition, FAMS.net is secured using VeriSign's premier SSL encryption. This means that the web site can secure your private information using a VeriSign SSL Certificate. TLS1.2, PCI Compliant. System Access Requirements Phoenix Group's processing system provides security measures that maintain citation and system confidentiality. FAMS provides multiple levels of security settings based on the "need to know" of the operator. The initial implementation plan includes determining and establishing security levels for all CITY staff. Phoenix Group will advise the CITY in determining system access. Changes to security levels can be done immediately by the CITY's administrator via FAM STM. System and Document Storage Phoenix Group will retain all citations, regardless of status, in our company database system unless other arrangements are made with the CITY. Phoenix Group will store original citations, hard copy of payment documentation and correspondence and books and records for 7 years. Citations that are in "Closed" status with a last transaction on the cite being 2 years or older will be moved from our primary database to an archive database system to which our clients and staff will still have access. The data can be returned to the CITY if requested. Audits Upon the CITY's request Phoenix Group will hire an auditor to comply with CVC Section 40200.3 (b). The CITY shall pay the cost of the audit upon the written approval of cost. System Backup and Data Protection Data is copied in timed increments to protect from data corruption and allows for a quick restore. Daily Backups are performed seven days a week with one end of week backup and stored off site as well as one month of data maintained on site, the backup is maintained on external media. 211 Backups: • Every 15 minutes: Database transaction backup • Daily: Entire database backup • Daily handheld (FAMS Mobile) database backups to Phoenix Group's servers • Monthly: On-site database backup • Weekly: Off-site database backup • Database clustering and automatic failover service for critical applications • Phoenix Group uses Iron Mountain's secure off-site data backup services to ensure quick recovery of vital information in the event of a loss. Off-site media vaulting services to meet the diverse needs of data centers, distributed offices, and remote sites. Disaster Recovery PHOENIX GROUP INFORMATION SYSTEMS can quickly handle any disaster recovery by restoring any of the services to another server in the event of failure • Full and incremental backup processes • Cluster Database server environment • Fail over and cloned server services • Off-site backup maintenance • Test servers for backup, restore and data integrity testing • Hot -swap replacement for key hardware components • Advanced file serving services to provide replication and full redundancy of server files for catastrophic loss and replacement System Security and Password Protection PHOENIX GROUP INFORMATION SYSTEMS will maintain citation and system confidentiality by providing adequate security measures. Our programs provide for multiple and customizable levels of user privileges to ensure data access security. McAfee SECURE for Websites: Hacker Safe is a third -party software service to secure a Safe Secure Certified Site. This service will test and certify daily that our security has passed the FBI/SANS Internet Security Test. 22 V e Project Plan Implementation: Phoenix Group guarantees a seamless integration process which is carried out at NO COST TO THE AGENCY IN TIME OR MONEY. • Negotiate and execute contract documents —AGENCY and Phoenix Group • Maximum: Within one week of contract signing, Phoenix Group will work with current vendor and/or to extract data for conversion to the new database as quickly and completely as possible. Data Integration Process. • Maximum: Within one week of contract signing Phoenix Group will introduce experienced, task -oriented project managers to the AGENCY. We will schedule sufficient meetings with client personnel to accomplish the following tasks: Review and consult on AGENCY business rules, processes and procedures. This will include documentation and communication finalization. • Software Integration. Payment Processing Integration. • Training shall be conducted in several sessions on an as needed basis. • Go live —Transition to Phoenix Group complete— dedicated attention and follow up to ensure total quality control of data and adherence to business rules. • Ongoing: Our proven implementation plan ensures that Phoenix Group is adhering to all AGENCY requirements. Our commitment to Client Service include specific, "dedicated to the AGENCY" Phoenix team members who respond to the AGENCY inquiries and service requests in less than 1 hour. Phoenix Groups Help Desk and Online Chat assures immediate response. Work Approach It will be Phoenix Group's (PHX) responsibility to provide, install, and operate the Professional Services Alarm Management Services Program based on a "False Alarm Management Solution" system hereafter referred to as a FAMS system and all other necessary equipment and services on a "software as a service" basis. Phoenix Group shall accurately convert all pertinent data downloaded from the City's current primary alarm and accounts/receivable databases to populate the FAMS system. Effective interfaces shall ensure that all parties share and benefit from the most current and accurate information. Our proven implementation plan ensures that Phoenix Group is adhering to all AGENCY requirements. Our commitment to Client Service include specific, "dedicated to the AGENCY" Phoenix team members who respond to the AGENCY inquiries and service requests in less than 1 hour. Phoenix Groups Help Desk and Online Chat will facilitate this process. Phoenix Group will provide free on-site or remote training as needed, customized report generation and introduction of additional services as per AGENCY requirements. • Phoenix Group uses a "client as partner" philosophy in implementing a customized parking management system for your Agency. We do not use a "one size fits all, cookie cutter approach". Our methodology begins with providing the Agency with a specific team of experienced technical, Customer Service, and accounting/contract compliance personnel led by a dedicated, primary account manager. 231Page • Phoenix Group has toll free numbers for both technical support and client/customer service support. We have a Help -Desk line so that our clients can reach us immediately and all of their concerns can be addressed. • Phoenix Group has a Live Chat in real time accessible to the Agency through WINCITE. • Phoenix Group has a technical team of experienced experts; one of whom is dedicated solely to handheld programming, implementation, training and field support. • Phoenix Group's Web -Based Support is very popular with our clients. It is conducted via: GoToMeeting. • Telephone and e-mail technical support/troubleshooting assistance is available 24/7 for all hardware and software used by the Agency. • Phoenix Group prides itself on response times of less than 1 hour for telephone and e-mail technical and customer service support. • Phoenix Group will provide free training for both hand-held use and use of our parking management system, WINCITE. 24 CONTRACT ROUTING FORM INSTRUCTIONS: Use this cover sheet to circulate all contracts for review and approval in the order shown below. TO BE COMPLETED BY INITIATING DEPARTMENT PROJECT MANAGER: Contracting Department: Police Project Manager: Lt. Dan Fink Contractor Name: Alarm Program Systems, LLC Contractor's Contact: Jim Huchingson ❑ FPPC: Check if Contractor/Consultant must file Form 700 Extension: 3148 Contact's Email: jim@alarmprogramsystems.com Step RESPONSIBLE DESCRIPTION COMPLETED REVIEWER DEPARTMENT DATE Check/Initial 1 Project Manager a. Email PINS Introductory Notice to Contractor ❑ b. Email contract (in Word) and attachments to City 10/29/2019 Attorney c/o Laraine.Gittens@citvofsanrafael.org ❑ c. Check with City Attorney re Insurance Requirements for extra small or large projects 2 City Attorney a. Review, revise, and comment on draft agreement 11/6/2019 ® LG and return to Project Manager 11/6/2019 ® LG b. Confirm insurance requirements, create Job on Department Director PINS, send PINS insurance notice to contractor 3 Approval of final agreement form to send to Click or to ❑ _ contractor to enter a date 4 Project Manager Forward three (3) originals of final agreement to ❑ contractor for their signature 5 Project Manager When necessary, contractor -signed agreement ® N/A agendized for City Council approval * *City Council approval required for Professional Services Agreements and purchases of goods and services that exceed Or $75,000; and for Public Works Contracts that exceed $175,000 PRINT Project Manager Date of City Council approval CONTINUE ROUTING PROCESS WITH HARD COPY 6 Forward signed original agreements to City 11/12/19 Attorney with printed copy of this routing form 7 City Attorney Review and approve hard copy of signed (� J I�j agreement ! I� A-�< 8 City Attorney Review and approve insurance in PINS, and bonds (for Public Works Contracts) Q 9 City Manager/ Mayor Agreement executed by City Council authorized official I ( j 10 City Clerk Attest signatures, retains original agreement and ' forwards copies to Project Manager R fj ,