Solution Proposal Connie Murphy Senior Account Manager June 26th 2018

Transcription

1 Solution Proposal Connie Murphy Senior Account Manager June 26 th 2018

2 Table of Contents 1 Letter of interest Attachment A Attachment B Attachment C Attachment D Attachment E Attachment F Attachment G Attachment H An Alternative Approach: HP Pagewide Technology Kitsap Public Health: Congratulations! Page 2

3 Letter of Interest Kitsap Public Health District June 28, 2018 LoAn Nguyen: Purchasing Agent th Street, Suite 300 Bremerton, WA Dear LoAn Nguyen, On behalf of Copiers Northwest (CNW), we are pleased to present you with this response to RFP for Copiers, Duplicators, and Related Services. Copiers Northwest is a privately-held Seattle-based corporation. We pride ourselves on innovation, customer service and delivering world class document technology solutions to our loyal customers in the Pacific Northwest! As you read through this proposal you will discover that Copiers Northwest is a perfect strategic partner for Kitsap Public Health for these reasons: NASPO Contract Copiers Northwest is authorized to sell approved Canon products on the current NASPO contact # Our proposal leverages this contacts for both equipment and cost per copy service rates using the most current Canon devices and solutions. Innovation providing Best-in-class technology through our partnership with industry leading Canon and HP technology in the office, changing the way Kitsap Public Health can print color More than 70 Certified Technicians to maintain your technology fleet for the term of the agreement and user-friendly service as indicated by our high Net Promoter scores Local Corporate, Warehousing and Support resources for 32 years Industry-leading Technology Integration Resources to help with deployment and integration Off-site Document Services Center production capabilities with wide format, grand format and supplemental high-speed production support extended exclusively to our customers Page 3

4 We believe that our team is ideally positioned to partner with Kitsap Public Health, and we would be proud to count you among our top customers in 2018! Sincerely, Connie Murphy and Team CNW Sales and Support Team CNW establishes a transition team to manage this ambitious implementation project. The transition team is a highly experienced group of project management trained specialists, who will assist with various aspects of the transition. This team will coordinate the hardware, initial on-site training and the establishment of service-level agreement targets. The following key stakeholder teams will engage during the Kitsap Public Health implementation and on-going support throughout the life of the partnership: Connie Murphy, Account Manager Corey Ogletree, MPS Analyst Jeremy Barringer, Eric Ray and the Delivery team Brad Mofield, Ken Park and the Service team Don Cook, Julie Funkhouser and the Major Accounts Billing team CNW Sales Leadership and any Executive level support led by Mark Santangelo The Seattle Supplies team led by Teresa Montgomery Manufacturer Technical Support Analysts and Sales Resources Page 4

5 Page Dexter Ave N Seattle WA 98109

6 $15, $15, Annual $1, Month $76, Plus Usage Page 6

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10 Exhibit D Page 10

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12 Exhibit E $ $1, $0 $0 Page 12

13 $ $0.043 Page 13

14 Exhibit F Page 14

15 Exhibit G Attachment G References Tacoma Pierce County Health 3629 S D Street Tacoma WA Primary Contact: JoDee Mosley Direct JMosley@tpch.org Contract started in Fall of 2017, Current Customer CNW provided upgrade for fleet of HP printers including service and supplies. Premera Blue Cross th St SW, Mountlake Terrace, WA Primary Contact: Bonnie Harper, Sr Manager Publishing & Distribution (425) Bonnie.Harper@Premera.com Date contract started: January 1, 2007, current customer CNW Services Provided: Full service staffed copy center, back-up support of mail operation and data center. The CNW team prints direct mail letters for the in-plant and supports all facets of order fulfillment when needed. Fred Hutchinson Cancer Research Center 1100 Fairview Ave. N. Seattle, WA Primary Contact: Mark Burch, Director of Materials (206) mburch@fredhutch.org Date contract started: September 1, 2008, current customer CNW Services Provided: Staffed copy center, production hardware, MFP hardware and Fleet services, Managed Print Services, consumable supply management and delivery. Current equipment under lease includes Canon MFP fleet, HP printers of various models and Konica-Minolta production equipment. Copiers Northwest partners with UW Employment Program and Rehabilitative Medicine and Fred Hutchinson Cancer Research Center to employ a diverse and talented team offering support and services for our clients in the field. Page 15

16 Exhibit H Proposed Equipment CNW has selected Canon systems for this Bid. Canon is an established industry leader with an award winning line up of MFP systems. Canon has been awarded BLI s, Buyers Lab Inc, an independent testing laboratory for the print industry Line of the Year Award, for 2016, 2017 & Page 16

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18 Configuration & Capabilities All models proposed are new and latest models and meet the requirments outlined in sec 4.1 and 4.3 of the RFP. All machines proposed would include color scanning. Scanning formats available include TIFF, JPEG, PDF (Encrypted, Compact, Searchable), XPS (Compact, Searchable), Office Open XML (Power Point, Word), and Digital Signature (PDF/XPS). Scanning features also include two sided original, Book to two pages, Different Sized Originals, Density Adjustment, Sharpness, Copy Ratio, Erase Frame, Job Build for large file scanning, Preview, Job Done Notice via , E Mail Priority, Transmission Report, Skip Blank Originals, and Multi Feed Sheet Detection. Documents can be scanned at up to 600 X 600 dpi and can be scanned to file, scanned to folder, or scanned to FTP. These options are available at the device on the user interface when using the send function of the Canon systems. Address books for end users can be downloaded to the devices using LDAP. All of the Canon devices allow for two sided scanning with a single pass document feeder for scan speeds up to 180 images per minute. All Machines proposed are configured with 4 adjustable paper draws for paper sized up to 12 X 18, large capacity tray for additional 8.5 X 11 paper, G3 Fax and applicable finishers Page 18

19 Training Detailed and in-depth training can be provided for all users and key operators. Copiers Northwest encourages end users to bring common jobs they run during business hours to the training so they can be shown how to run those jobs on the Canon devices. Short cuts can be shown and set up for jobs that are commonly run to speed up the process for the end user. Follow up trainings will be scheduled for any users that desire to attend and can be repeated as needed. Additional trainings also can be scheduled at any site if Kitsap Public Health desire to do so. Copiers Northwest is available to train new employees on a one-on-one basis at any time during the contract. Maintenance / Service. Copiers Northwest agrees to the terms in Section 4.2 Maintenance / Service. Our standard SLA will apply. Tech to respond by phone 2 hours of call and on site within 6 hours. Our average response time on the Kitsap Peninsula 2.8 hours. Rod Jensen will be assigned as the primary technician for the Kitsap Public Health and is trained and factory certified on all equipment being recommended to Kitsap Public Health. Additionally, there will be secondary technicians readily available to service the Peninsula to help Rod expedite service calls in a timely and effective manner with the focus being on maintaining the highest level of service for Kitsap Public Health. Rod has been a service technician for 29 years since 1998 and with CNW for 10 years. Mark Tveten will be the local key contact person to troubleshoot network printing, driver, or other technical issues for escalation beyond the service technician level. Mark has 20+ years of service at Copiers Northwest and is responsible for the managed Help Desk, and Printsmart software administration. Ken Park, Regional Director of Service, will be the representative to provide account oversight, maintenance, and respond to any escalation of issues for Kitsap Public Health. All service technicians assigned to the Kitsap Public Health account will provide timely, efficient and professional service. The technicians assigned to the Kitsap Public Health account will be fully trained and certified on all equipment recommended to Kitsap Public Health and will each have more than 5 years experience in training on printer drivers, network printing, fax and scan capabilities of the equipment. All Copiers Northwest technicians are continually trained on new equipment throughout their tenure with Copiers Northwest. No Parts Budget - Unlike some of our competitors, CNW does not restrict our technicians with the implementation of a parts budget. Instead, they receive incentives based upon how many impressions each system makes between service calls. Therefore, they have no hesitation replacing a worn or soon-to-be-broken part instead of leaving it in the system until Page 19

20 it fails. Their intent is to fix the problem for good as opposed to solving symptoms without fixing the core problem. Our service technicians are evaluated on how long Kitsap Public Health equipment remains up and running, not on how much in parts revenue they saved their company. To support the technicians in their efforts to deliver excellent service, we ensure that our technical professionals have the necessary parts on hand. Our service vehicles are stocked with twice the national average of parts and the parts inventory diversity per vehicle is unique to each technician and his/her territory and machine mix. Our No Parts Budget philosophy and business practice supports CNW s other business practice - First Call Effectiveness. Local Warehouses - CNW maintains over $2,000,000 worth of parts in our local warehouses to insure immediate parts availability and adequate supply levels for all our customers. CNW s abundant local inventory is a large strategic differentiator. Many of our competitors warehouse their parts, supplies and/or equipment outside of the Seattle area. Our inventory goal is to exceed a 90% parts and supplies in stock for all of the products we support. We currently average 92% in stock level. In the rare event, a necessary part is not available for a down machine; we will ship it overnight for immediate installation by our technician. We also take advantage of a courier service for expediting supplies when needed. Loaner/Replacement Guarantee - If CNW is not successful in getting a device running to manufacturer s specifications, we will provide a loaner or replace the device. Our timeframe to facilitate this exchange is a target of one business day (24 hours), but we will work with the district on an acceptable timeframe. CNW will provide a loaner or replacement machine of equal or enhanced capabilities. All loaner or replacement equipment has the same warranty as the original equipment. Loaner machines will be provided at no cost to Kitsap Public Health if the equipment does not maintain uptime requirements or in the event of ongoing machine failure. Meter Reads and Toner - CNW s Data Collection Agent (PSM), part of PrintSmart Manager, provides 24/7 device monitoring and supply ordering. PrintSmart does a scan every 60 minutes reporting to us a current meter read and current toner level. Once toner levels get low, an alert is triggered and sent to our Supplies Department. A supply order is then generated and products are shipped immediately. Hard Drives/Data Security: At the time of device pick-up as a trade in or return, we will remove and surrender the HD to Kitsap Public Health at no charge. Federal mandates now require compliance with stringent laws such as the Health Insurance Portability and Accountability Act (HIPAA), the Gramm Leach Bliley Act (GLB), and the Sarbanes Oxley Act (SOX) to protect medical, consumer and financial records, respectively. Additionally, government agencies must comply with Page 20

21 security relevant policies, such as DISA s Security Technical Implementation Guide Requirements, NSTISSP #11 and DoD Directive Hard Disk Replacement Hard Disk Replacement is included in the contact at lease end and will include: 1) Remove existing hard drive and return to customer 2) Delete all network settings (IP address, SMTP, DNS, etc.) 3) Delete all Fax, and FTP destination Primary Representative Connie Murphy, as the primary sales representative will be the contract liaison for Kitsap Public Health. She will perform ongoing quarterly business reviews to analyze contract performance, service history, machine volumes, and cost savings opportunities for Kitsap Public Health. The QBR establishes a formal communication cadence to not only evaluate current fleet performance, but to discuss growth, district priorities, potential moves, and other ways to improve efficiency and cost savings. Of course, Connie and the Copiers Northwest team are available outside of that quarterly meeting for any reason or customer need. Total number of Employees to Support Kitsap Public Health by department. Service: 5 This number represents available and trained Service Technicians who work the Kitsap Peninsula Administrative Support: 37 This number represents our administrative team of Order Processing, Logistics, Billing, Finance, AP, AR, Supplies, Customer Service, and Dispatch. Various representatives in each function will engage with the Kitsap Public Health team depending on this requirement. IT Support: 5 This number represents our Technical support teams consisting of Technical Help Desk, PrintSmart administration, and Applications support. Management Tools Enterprise Management At no additional cost to the Kitsap Public Health, the Canon Remote UI (Remote User Interface) is software that is built into every Canon system that enables users to access machine functions and settings from a web browser on a computer. Some examples of what you can do on the Canon Remote UI include: Checking the machine status such as paper or toner amount Page 21

22 Checking job status Registering or editing the address book Registering or editing ID codes Checking paper types stored in the copier View totals of jobs tracked via ID codes Why Copiers Northwest? Throughout this RFP we have sought to demonstrate why Kitsap Public Health should select Copiers Northwest as their next provider. We are ranked in the top 10% of dealers in our industry nationally. Why is this important? The quality of our hardware portfolio is the best in the business. Canon hardware is reliable, can integrate easily with other technology, and will be long lasting to meet the needs of Kitsap Public Health District. Canon is top rated and superior to any of the competitive equipment that you are either using now or considering for the district. Beyond the actual device, you want to select a provider who can put a proactive program in place, but is flexible enough to be reactive to your ever-changing needs. Copiers Northwest is built on a foundation of operations and service. We have a rock-solid infrastructure and can provide best in class products and services to Kitsap Public Health. We fully appreciate the fact that we owe our success to our customers. This knowledge governs all aspects of our business. Moreover, we recognize that our future success is contingent upon focusing on the client relationship, delivering world class products and continually striving for excellence in all that we do. To that end we pride ourselves in being innovative and aggressively re-investing profits back into the company. Page 22

23 An Alternative Approach: HP Pagewide Technology Suggested alternative to traditional A3 color devices HP PageWide Technology: We included this as an alternative technology as a possible alternative to traditional A3 Laser based color systems. We also know that the human eye is naturally attracted to color. It has been proven that retention rates increase with the use of color for your consideration. In the Journal of Education and Practice, Vol.6, No , the author states, Color draws on both symbolic and cognitive powers to affect learning, facilitating memorization and identification of concept. Color also influences the way we see and process information; it can improve our ability to remember both words and pictures (Myers 2004). If the district was able to provide color at no additional cost, and potentially save money where users can differentiate the level of color saturation that is needed, wouldn t this be in interesting scenario to explore? We look forward to the opportunity to allow the district to try a device in your environment and see what you think. Affordable color? A tiered pricing approach to color Affordable Color Model Mono - $.0059 Color - $.012 Per impression price for 8.5 x 11 Professional Color Model Mono - $.01 Color - $.043 Page 23

24 Per impression price for 8.5 x 11 The answer is environmentally friendly, high speed, low cost ink-jet technology from HP. Ink jet print head technology has evolved to the level that we can now approach speeds of 300 ppm in high-quality color printing. It is projected in the next 10 years that this will be the dominant way that all color output will be produced. Secondly, the ink used in these devices has changed. It is no longer aqueous-based ink, it is pigment-based ink. The same quality ink used on the highest quality wide format printers in the industry. Copiers Northwest, working in conjunction with HP, is recommending a unique opportunity to leverage this high-quality technology through our innovative Corporate Partnership with HP. Page 24