HomeMy WebLinkAboutR-2026-068 award bid and agmt with InfoSend Inc_utility bill printing and bulk mailing svcsRESOLUTION NO. R-2026-068
A RESOLUTION awarding and authorizing an agreement with InfoSend, Inc., for Utility Bill
Printing and Bulk Mailing Services for the Utility Services Division.
WHEREAS, the City published notice in the Yakima Herald Republic on February 13
and 21, 2026 and on the city's webpage that RFP 12605P was open for competitive bid; and
WHEREAS, RFP proposals were due by March 19, 2026, 2:00:00 PM PST. Timely
proposals that were received via Public Purchase, the city's web -based e-procurement software
system, were unencrypted and were publicly opened in the City Council Chambers, in Yakima
WA; and,
WHEREAS, Purchasing staff reviewed all RFP proposals for responsiveness. Two of the
four proposals received were deemed non -responsive. An evaluation committee was formed to
review the remaining submittals and vendor presentations were scheduled; and,
WHEREAS, the evaluation committee met on April 22, 2026, for vendor presentations
and to finalize scoring. Final scoring resulted in recommendation to negotiate a contract with
InfoSend, Inc.; and
WHEREAS, the Scope of Work and Budget meet the needs and requirements of the City
of Yakima Utility Services Division for these services, now, therefore,
BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF YAKIMA:
The City Manager is hereby authorized to execute an agreement with InfoSend, Inc.,
attached hereto and incorporated herein by this reference. This is a potential five-year agreement,
with an approximate annual award amount of $190,000, for service costs and postage.
ADOPTED BY THE CITY COUNCIL this 12th day of May 2026.
ATTEST:
barra, CMC, City Cler
12605P Utility Bill Printing & Bulk Mailing Page 1 of 14
PROFESSIONAL SERVICES AGREEMENT
RFP 12605P FOR
UTILITY BILL PRINTING & BULK MAILING SERVICES
THIS PROFESSIONAL SERVICES AGREEMENT, entered into on the date of last execution, between the City of
Yakima, a Washington municipal corporation (“City”), and InfoSend, Inc., (“Contractor”).
WITNESSETH: The parties, in consideration of the terms and conditions herein, do hereby covenant and agree as
follows:
1. Statement of Work
The minimum services (hereinafter referred to as “Services”) that the Contractor will provide include services described
in (RFP 12605P Utility Bill Printing & Bulk Mailing Services), which are attached as Exhibit A hereto and incorporated
herein by this reference.
2. Compensation
The City agrees to pay the Contractor according to Exhibit B, attached hereto and incorporated herein, which Exhibit
includes the deliverables and payment schedule of itemized prices as listed in the Contractor’s Proposal submittal at
the time and in the manner and upon the conditions provided for the Contract.
3. Contract Term
The period of this Contract shall be for a period of one (1) year from its effective date. The City may, at its option,
extend the Contract on a year to year basis for up to four (4) additional years. Contract extensions shall be automatic,
and shall go into effect without written confirmation, unless the City provides advance notice of the intention to not
renew or unless the Services have been completed to the City’s satisfaction prior to any automatic renewal.
4. Price Increases
Pricing shall be prepared with the following terms. The Purchasing Manager may exempt these requirements for
extraordinary conditions that could not have been known by either party at the time of bid or other circumstances
beyond the control of both parties, as determined in the opinion of the Purchasing Manager. Prices shall remain firm
for the first twelve (12) month period of the contract.
Requests for Rate Increases must be delivered to the Buyer listed on Page 2, in accordance with the rules below. No
other employee may accept a rate increase request on behalf of the City. Any invoice that is sent to the City with pricing
above that specified by the City in writing within this Contract or specified within an official written change issued by
Purchasing to this contract, shall be invalid. Payment of an erroneous invoice does not constitute acceptance of the
erroneous pricing, and the City would seek reimbursement of the overpayment or would withhold such overpayment
from future invoices.
Fixed Product Pricing: For product and supply contracts that provide on-going, multiple-year supply.
Original pricing shall be fixed and firm for the first year of the contract.
Price requests are at the discretion of the Purchasing Manager; and must also be:
a. The direct result of increases at the manufacturer's level (or if Bidder is a supplier of a raw material
delivered directly to the City such as brass, the increase must be verified at the supplier level).
b. Incurred after contract commencement date.
c. Not produce a higher profit margin than that on the original contract.
d. Clearly identify the items impacted by the increase.
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e. Be filed with Purchasing Manager a minimum of thirty (30) calendar days before the effective date of
proposed increase.
f. Be accompanied by detailed documentation acceptable to the Purchasing Manager sufficient to warrant
the increase.
g. Should not deviate from the original contract pricing scheme/methodology.
The Owner, in its sole discretion, will decide whether to approve or deny the rate increase request or any part thereof
within thirty (30) days of receipt of the request. If approved, increase shall take effect thirty (30) days after approval.
Price increases for any other justifiable reason will be considered on a case-by-case basis. Price increase requests
will not be considered or granted until any outstanding required financial reports have been submitted to the Owner.
5. Agency Relationship between City and Contractor
Contractor shall, at all times, be an independent Contractor and not an agent or representative of City with regard to
performance of the Services. Contractor shall not represent that it is, or hold itself out as, an agent or representative
of City. In no event shall Contractor be authorized to enter into any agreement or undertaking for, or on, behalf of City.
6. Successors and Assigns
a. Neither the City, nor the Contractor, shall assign, transfer, or encumber any rights, duties, or interests
accruing from this Contract without the prior written consent of the other.
b. The Contractor for himself, and for his heirs, executors, administrators, successors, and assigns, does
hereby agree to the full performance of all the covenants herein contained upon the part of the Contractor.
7. Property Rights
All records or papers of any sort relating to the City and to the project will at all times be the property of the City and
shall be surrendered to the City upon demand. All information concerning the City and said project which is not
otherwise a matter of public record or required by law to be made public, is confidential, and the Contractor will not, in
whole or part, now or at any time disclose that information without the express written consent of the City.
8. Inspection and Production of Records
a. The records relating to the Services shall, at all times, be subject to inspection by and with the approval
of the City, but the making of (or failure or delay in making) such inspection or approval shall not relieve
Contractor of responsibility for performance of the Services in accordance with this Contract,
notwithstanding the City’s knowledge of defective or non-complying performance, its substantiality or the
ease of its discovery. Contractor shall provide the City sufficient, safe, and proper facilities, and/or send
copies of the requested documents to the City. Contractor’s records relating to the Services will be
provided to the City upon the City’s request.
b. Contractor shall promptly furnish the City with such information and records which are related to the
Services of this Contract as may be requested by the City. Until the expiration of six (6) years after final
payment of the compensation payable under this Contract, or for a longer period if required by law or by
the Washington Secretary of State’s record retention schedule, Contractor shall retain and provide the
City access to (and the City shall have the right to examine, audit and copy) all of Contractor’s books,
documents, papers and records which are related to the Services performed by Contractor under this
Contract. If any litigation, claim, or audit is started before the expiration of the six-year period, or for the
required period outlined by the Washington Secretary of State’s record retention period if longer, the
records shall be retained until all litigation, claims or audit findings involving the records have been
resolved.
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c. All records relating to Contractor’s services under this Contract must be made available to the City, and
the records relating to the Services are City of Yakima records. They must be produced to third parties,
if required pursuant to the Washington State Public Records Act, Chapter 42.56 RCW, or by law. All
records relating to Contractor’s services under this Contract must be retained by Contractor for the
minimum period of time required pursuant to the Washington Secretary of State’s records retention
schedule.
d. The terms of this section shall survive any expiration or termination of this Contract.
9. Work Made for Hire
All work the Contractor performs under this Contract shall be considered work made for hire, and shall be the property
of the City. The City shall own any and all data, documents, plans, copyrights, specifications, working papers, and any
other materials the Contractor produces in connection with this Contract. On completion or termination of the Contract,
the Contractor shall deliver these materials to the City.
10. Compliance with Law
Contractor agrees to perform all Services under and pursuant to this Contract in full compliance with any and all
applicable laws, rules, and regulations adopted or promulgated by any governmental agency or regulatory body,
whether federal, state, local, or otherwise, including policies adopted by the City, as those laws, ordinances, rules,
regulations, and policies now exist or may hereafter be amended or enacted. Contractor shall procure and have all
applicable and necessary permits, licenses and approvals of any federal, state, and local government or governmental
authority or this project, pay all charges and fees, and give all notices necessary and incidental to the due and lawful
execution of the work.
Contractor shall procure and have all applicable and necessary permits, licenses and approvals of any federal, state,
and local government or governmental authority or this project, pay all charges and fees, and give all notices necessary
and incidental to the due and lawful execution of the work.
a. Procurement of a City Business License. Contractor must procure a City of Yakima Business License
and pay all charges, fees, and taxes associated with said license. Contractor must provide proof of a
valid Washington department of Revenue state excise tax registration number, as required in Title 82
RCW.
b. Contractor must provide proof of a valid Washington Unified Business Identification (UBI) number.
Contractor must have a current UBI number and not be disqualified from bidding on any public works
contract under RCW 39.06.101 or 36.12.065(3).
c. Contractor must provide proof of a valid Washington Employment Security Department number as
required by Title 50 RCW.
d. Foreign (Non-Washington) Corporations: Although the City does not require foreign corporate proposers
to qualify in the City, County or State prior to submitting a proposal, it is specifically understood and
agreed that any such corporation will promptly take all necessary measures to become authorized to
conduct business in the City of Yakima, at their own expense, without regard to whether such corporation
is actually awarded the contract, and in the event that the award is made, prior to conducting any business
in the City.
11. Nondiscrimination Provision
During the performance of this Contract, the Contractor agrees as follows:
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The Contractor shall not discriminate against any person on the grounds of race, creed, color, religion, national origin,
sex, age, marital status, sexual orientation, gender identity, pregnancy, veteran’s status, political affiliation or belief, or
the presence of any sensory, mental or physical handicap in violation of the Washington State Law Against
Discrimination (RCW chapter 49.60) or the Americans with Disabilities Act (42 USC 12101 et seq.).
This provision shall include but not be limited to the following: employment, upgrading, demotion, transfer, recruitment,
advertising, layoff or termination, rates of pay or other forms of compensation, selection for training, and the provision
of Services under this Agreement. Contractor agrees to comply with the applicable provisions of State and Federal
Equal Employment Opportunity and Nondiscrimination statutes and regulations.
In the event of the Contractor’s noncompliance with the non-discrimination clause of this contract or with any such
rules, regulations, or orders, this Contract may be cancelled, terminated, or suspended in whole or in part and the
Contractor may be declared ineligible for any future City contracts.
RCW 35.22.650: Contractor agrees that the Contractor shall actively solicit the employment of minority group members.
Contractor further agrees that the Contractor shall actively solicit bids for the subcontracting of goods or services from
qualified minority businesses. Contractor shall furnish evidence of the Contractor’s compliance with these requirements
of minority employment and solicitation. Contractor further agrees to consider the grant of subcontracts to said minority
bidders on the basis of substantially equal proposals in the light most favorable to said minority businesses. The
Contractor shall be required to submit evidence of compliance with this section as part of the bid.
Nothing in this Agreement shall require Contractor or any of its subcontractor(s) to take action that would be deemed
discrimination or preferential treatment in violation of RCW 49.60.400. Pursuant to RCW 49.60.400(6), this Section
does not prohibit action that must be taken to establish or maintain the City’s eligibility for any federal program, if
ineligibility would result in a loss of federal funds to the City.
12. Pay Transparency Nondiscrimination Provision
The Contractor will not discharge or in any other manner discriminate against employees or applicants because they
have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However,
employees who have access to the compensation information of other employees or applicants as a part of their
essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise
have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b)
in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer,
or (c) consistent with the contractor’s legal duty to furnish information.
13. Indemnification and Hold Harmless
a. Contractor shall take all necessary precautions in performing the Services to prevent injury to persons or
property. The Contractor agrees to release, indemnify, defend, and hold harmless the City, its elected
and appointed officials, officers, employees, agents, representatives, insurers, attorneys, and volunteers
from all liabilities, losses, damages, and expenses related to all claims, suits, arbitration actions,
investigations, and regulatory or other governmental proceedings arising from or in connection with this
Agreement or the acts, failures to act, errors or omissions of the Contractor, or any Contractor’s agent or
subcontractor, in performance of this Agreement, except for claims caused by the City's sole negligence.
b. Industrial Insurance Act Waiver. It is specifically and expressly understood that the Contractor waives
any immunity that may be granted to it under the Washington State industrial insurance act, Title 51
RCW, solely for the purposes of this indemnification. Contractor's indemnification shall not be limited in
any way by any limitation on the amount of damages, compensation or benefits payable to or by any third
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party under workers' compensation acts, disability benefit acts or any other benefits acts or programs.
Contractor shall require that its subcontractors, and anyone directly or indirectly employed or hired by
Contractor, and anyone for whose acts Contractor may be liable in connection with its performance of
this Agreement, comply with the terms of this paragraph, waive any immunity granted under Title 51
RCW, and assume all potential liability for actions brought by their respective employees. The Parties
acknowledge that they have mutually negotiated this waiver.
c. Should a court of competent jurisdiction determine that this Agreement is subject to RCW 4.24.115, then,
in the event of liability for damages arising out of bodily injury to persons or damages to property caused
by or resulting from the concurrent negligence of the Contractor and the City, the Contractor's liability,
including the duty and cost to defend, shall be only to the extent of the Contractor's negligence.
d. Nothing contained in this Section or this Contract shall be construed to create a liability or a right of
indemnification in any third party.
e. The terms of this Section shall survive any expiration or termination of this Contract.
14. Contractor’s Liability Insurance
At all times during performance under this Contract, Contractor shall maintain insurance in limits no less than that
stated below. All insurance coverage shall be primary insurance with respect to those who are Additional Insureds
under this Contract. Any insurance, self-insurance or insurance pool coverage maintained by the City shall be in
excess of the Contractor’s insurance and neither the City nor its insurance providers shall contribute to any settlements,
defense costs, or other payments made by Contractor’s insurance.
Contractor shall provide a Certificate of Insurance to the City as evidence of coverage for each of the policies and
outlined herein prior to City’s execution of the Contract. Contractor must also include with the Certificate a copy of
endorsement(s) that 1) name the City of Yakima, its elected and appointed officials, employees, agents, attorneys and
volunteers as additional insureds, 2) waive subrogation, and 3) states the insurance is primary and non-contributory.
This Certificate of insurance and endorsement(s) shall be provided to the City prior to commencement of work. A
certificate of insurance that does not include the appropriate endorsement(s) shall not be acceptable. The certificate
of insurance shall include a clause that the insurer will not cancel or change the insurance without first giving the City
prior written notice.
Failure of City to demand such verification of coverage with these insurance requirements or failure of City to identify
a deficiency from the insurance documentation provided shall not be construed as a waiver of Contractors’s obligation
to maintain such insurance. If Contractor carries higher coverage limits than those outlined below, such limits shall be
shown on the Certificate of Insurance and Endorsements. The Certificate shall clearly state who the provider is, the
coverage amount, the policy number, and when the policy and provisions provided are in effect. Said policy shall be
in effect for the duration of this Contract. The insurance shall be with an insurance company or companies rated A-VII
or higher in Best’s Guide and admitted in the State of Washington. The requirements contained herein, as well as City’s
review or acceptance of insurance maintained by Contractor is not intended to and shall not in any manner limit or
qualify the liabilities or obligations assumed by Contractor under this contract.
The following insurance is required:
a. Commercial Liability Insurance
Minimum liability limit of $2,000,000 per occurrence, combined single limit bodily injury and property damage, and
$2,000,000 general aggregate.
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b. Automobile Liability Insurance
Minimum liability limit of $2,000,000 per occurrence. The commercial auto liability shall include Hired and Non-Owned
coverage.
c. Employer’s Liability (Stop Gap)
Minimum limit of no less than $1,000,000. Contractor is responsible for ensuring subcontractors(s) have insurance as
needed. Failure of subcontractors(s) to comply with insurance requirements does not limit Contractors’s liability or
responsibility.
If at any time during the life of the Contract, or any extension, Contractor fails to maintain the required insurance in full
force and effect, all work under the contract shall be discontinued immediately. Any failure to maintain the required
insurance may be sufficient cause for the City to terminate the Contract. Contractor shall procure and maintain at its
own expense for the duration of this Contract insurance against injury to persons or damage to property or rights which
may arise from, or in connection with the performance of work hereunder by Contractor, its agents, representatives,
employees.
15. Severability
If any term or condition of this Contract or the application thereof to any person(s) or circumstances is held invalid,
such invalidity shall not affect other terms, conditions or applications which can be given effect without the invalid term,
condition or application. To this end, the terms and conditions of this Contract are declared severable.
16. Contract Documents
This Contract, the Request for Proposals No. 12605P Utility Bill Printing & Bulk Mailing Services, Scope of Work,
conditions, addenda, and modifications and Contractor’s proposal (to the extent consistent with Yakima City
documents) constitute the Contract Documents and are complementary. Specific Federal and State laws and the
terms of this Contract, in that order respectively, supersede other inconsistent provisions. These Contract Documents
are on file in the Office of the Purchasing Manager, 129 No. 2nd St., Yakima, WA, 98901, and are hereby incorporated
by reference into this Contract.
17. Termination
Termination for Cause
In the event the Contractor breaches this Contract, the City may terminate the Contract at its sole discretion in such
event that it provides the Contractor with written notice of Contractor’s breach and the Contractor fails to cure its breach
within 30 days of this notice.
In the event of the City breaches this Contract, the Contractor may terminate the Contract at its sole discretion in such
event that it provides the City with written notice of City’s breach and the City failes to cure its breach of the Contract
within 60 days of this notice.
The following represents a non-exclusive, illustrative list of instances that shall be considered a breach by the
Contractor:
a. Defaults on an obligation under the Contract;
b. Fails to perform any material obligation required under the Contract;
c. Files a petition in bankruptcy, becomes insolvent, or otherwise takes action to dissolve as a legal entity;
d. Allows any final judgment not to be satisfied or a lien not to be disputed after a legally-imposed, 30-day
notice;
e. Makes an assignment for the benefit of creditors;
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f. Fails to follow the sales and use tax certification requirements of the State of Washington;
g. Incurs a delinquent Washington tax liability;
h. Becomes a State or Federally debarred Contractor;
i. Is excluded from federal procurement and non-procurement Contracts;
j. Fails to maintain and keep in force all required insurance, permits and licenses as provided in the
Contract;
k. Fails to maintain the confidentiality of the City information that is considered to be Confidential
Information, proprietary, or containing Personally Identifiable Information;
l. Contractor performance threatens the health or safety of a City, County or municipal employee; or
Termination for Convenience
The City may terminate the Contract, without cause, by providing 30 days written notice of termination.
In the event of termination for convenience, the Contractor shall be entitled to receive compensation for any fees owed
under the Contract. The Contractor shall also be compensated for partially completed services. In this event,
compensation for such partially completed services shall be no more than the percentage of completion of the services
requested, at the sole discretion of the City, multiplied by the corresponding payment for completion of such services
as set forth in the Contract. Alternatively, at the sole discretion of the City, the Contractor may be compensated for the
actual service hours provided. The City shall be entitled to a refund for goods or services paid for but not received or
implemented, such refund to be paid within 30 days of written notice to the Contractor requesting the refund.
Change in Funding
In addition to the above termination provisions, if the funds upon which the City relied to establish this Contract are
withdrawn, reduced, or limited, or if additional or modified conditions are placed on such funding, the City may terminate
this Contract by providing at least five business days written notice to the Contractor. The termination shall be effective
on the date specified in the notice of termination.
18. Dispute Resolution
In the event that any dispute shall arise as to the interpretation of this agreement, or in the event of a notice of default
as to whether such default does constitute a breach of the contract, and if the parties hereto cannot mutually settle
such differences, then the parties shall first pursue mediation as a means to resolve the dispute. If the afore mentioned
methods are either not successful then any dispute relating to this Agreement shall be decided in the courts of Yakima
County, in accordance with the laws of Washington. If both parties consent in writing, other available means of dispute
resolution may be implemented.
19. Re-Award
When the contract is terminated by the Contractor upon providing the written notice as herein required, the City,
pursuant to City ordinance, may re-award the contract to the next most responsible Proposer within 120 days from
original award.
When a Contractor is unable to supply goods and/or services to the City and is in breach of the contract, or when the
contract is terminated by the City for cause as herein provided, the City reserves the right to re-award the contract to
the next most responsible Proposer within 120 days from original award.
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20. Substitution
The Contractor shall not substitute or deviate from said specifications of this Contract without a written amendment,
signed by the City Manager, or pursuant to Section 53 below entitled “Change or Notice”. Any violation of this procedure
by the Contractor will be considered cause for immediate cancellation of the Contract for cause by the City.
21. Contractor Shall Furnish
Except as otherwise specifically provided in this Contract, Contractor shall furnish the following, all as the same may
be required to perform and provide the services in accordance with the terms of this Contract: personnel, labor,
products and supervision; and technical, professional and other services. All such services, products, property and
other items furnished or required to be furnished, together with all other obligations performed or required to be
performed, by Contractor under this Contract are sometime collectively referred to in this Contract as the “(Services).”
22. Complementary Provisions
All provisions of this Contract are intended to be complementary, and any services required by one and not mentioned
in another shall be performed to the same extent as though required by all. Details of the services that are not
necessary to carry out the intent of this Contract, but that are not expressly required, shall be performed or furnished
by Contractor as part of the services, without any increase in the compensation otherwise payable under this Contract.
23. Invoices
The City will use its best efforts to pay each of Contractor’s invoices within thirty (30) days after the City’s receipt and
verification thereof; provided, however, that all such payments are expressly conditioned upon Contractor providing
services hereunder that are satisfactory to the City. The City will notify the Contractor promptly if any problems are
noted with the invoice. To insure prompt payment, each invoice should cite purchase order number, RFQP number,
detailed description of work, unit and total price, discount term and include the Contractor’s name and return remittance
address.
Contractor will mail invoices to the City at the following address: City of Yakima, 129 N 2nd Street, Yakima, WA 98901
24. Credit Card Acceptance
The City, in its sole discretion, will determine the method of payment for goods and/or services as part of this
agreement. The City’s preferred method of payment is by procurement (credit) card. Proposers may be required to
have the capability of accepting the City’s authorized procurement card as a method of payment. No price changes or
additional fee(s) may be assessed when accepting the procurement card as a form of payment.
25. Prime Contractor
Contractor is the Prime Contractor hereunder. The Prime Contractor shall be the sole point of contact with regard to
all contractual matters arising hereunder, including the performance of services and the payment of any and all charges
resulting from its contractual obligations.
26. Delegation of Professional Services
The services provided for herein shall be performed by Contractor, and no person other than regular associates or
employees of Contractor shall be engaged on such work or services. Contractor shall not (by contract, operation of
law or otherwise) delegate or subcontract performance of any services to any other person or entity without the prior
written consent of the City. Any such delegation or subcontracting without the City’s prior written consent shall be
voidable at the City’s option.
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No delegation of subcontracting of performance of any of the services, with or without the City’s prior written consent,
shall relieve Contractor of its responsibility to perform the services in accordance with this Contract. Contractor shall
be fully responsible for the performance, acts and omissions of Contractor’s employees, Contractor’s subcontractors,
and any other person who performs or furnishes any services (collectively, the “Support”).
Contractor shall at all times be an independent contractor and not an agent or representative of the City with regard to
performance of the services. Contractor shall not represent that it is, nor hold itself out as, an agent or representative
of the City. In no event shall Contractor be authorized to enter into any agreement or undertaking for or on behalf of
the City. Neither the Contractor nor any employee of the Contractor is entitled to any benefits that the City provides its
employees. The Contractor is solely responsible for payment of any statutory workers compensation or employer’s
liability insurance as required by state law. The Contractor will have an active account with the Department of Revenue,
other state agencies as needed, and a separate set of books or records that reflect all items of income and expenses
of the business that the Contractor is conducting.
Contractor shall perform the services in a timely manner and in accordance with the standards of the profession. At
the time of performance, Contractor shall be properly licensed, equipped, organized, and financed to perform the
services in accordance with this Contract. Subject to compliance with the requirements of this Contract, Contractor
shall perform the services in accordance with its own methods.
27. Licenses
If applicable, Contractor shall have a valid and current business license per Chapter 5.02 Section 5.02.010 of the
Yakima Municipal Code covering this type of business and shall satisfy all applicable City Code provisions. Said license
shall be obtained prior to the award of any contract. Inquiries as to fees, etc., should be made to the Office of Code
Administration, telephone (509) 575-6121.
In addition, Contractors are required to be registered by the State per Chapter 18.27 of the Revised Code of Washington
and their registration number must be listed on the bid/RFP/quote.
Contractor shall take all reasonable precautions to protect against any bodily injury (including death) or property
damage that may occur in connection with the services.
28. Taxes and Assessments
Contractor shall be solely responsible for and shall pay all taxes, deductions, and assessments, including but not limited
to federal income tax, FICA, social security tax, assessments for unemployment and industrial injury insurance, and
other deductions from income which may be required by law or assessed against either party as a result of this Contract.
In the event the City is assessed a tax or assessment as a result of this Contract, Contractor shall pay the same before
it becomes due.
The City and its agencies are exempt from payment of all federal excise taxes, but not sales tax (currently at 8.3%).
Tax will not be considered in determining which proposal is the lowest or best, however RCW 39.30.040 allows the
City to take any sales tax and B&O tax that is will receive from purchasing supplies, materials and equipment within its
boundaries into consideration when determining the lowest responsible Proposer.
29. Contractor Tax Delinquency
Contractors who have a delinquent Washington tax liability may have their payments offset by the State of Washington.
30. Inspection: Examination of Records
The Contractor agrees to furnish the City with reasonable periodic reports and documents as it may request and in
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such form as the City requires pertaining to the work or services undertaken pursuant to this Agreement. The costs
and obligations incurred or to be incurred in connection therewith, and any other matter are to be covered by this
Agreement.
The records relating to the services shall, at all times, be subject to inspection by and with the approval of the City, but
the making of (or failure or delay in making) such inspection or approval shall not relieve Contractor of responsibility
for performance of the services in accordance with this Contract, notwithstanding the City’s knowledge of defective or
non-complying performance, its substantiality or the ease of its discovery. Contractor shall provide the City sufficient,
safe, and proper facilities and equipment for such inspection and free access to such facilities.
31. Recordkeeping and Record Retention
The Contractor shall establish and maintain adequate records of all expenditures incurred under the contract. All
records must be kept in accordance with generally accepted accounting procedures. All procedures must be in
accordance with federal, state and local ordinances.
The City shall have the right to audit, review, examine, copy, and transcribe any pertinent records or documents relating
to any contract resulting from this proposal held by the Contractor. The Contractor will retain all documents applicable
to the contract for a period of not less than three (3) years after final payment is made.
32. Confidential, Proprietary and Personally Identifiable Information
Contractor shall not use Confidential, Proprietary or Personally Identifiable Information of City for any purpose other
than the limited purposes set forth in this Contract, and all related and necessary actions taken in fulfillment of the
obligations there under. Contractor shall hold all Confidential Information in confidence, and shall not disclose such
Confidential Information to any persons other than those directors, officers, employees, and agents (“Representatives”)
who have a business-related need to have access to such Confidential Information in furtherance of the limited
purposes of this Contract and who have been apprised of, and agree to maintain, the confidential nature of such
information in accordance with the terms of this Contract.
Contractor shall institute and maintain such security procedures as are commercially reasonable to maintain the
confidentiality of the Confidential Information while in its possession or control including transportation, whether
physically or electronically.
Contractor shall ensure that all indications of confidentiality contained on or included in any item of Confidential
Information shall be reproduced by Contractor on any reproduction, modification, or translation of such Confidential
Information. If requested by the City in writing, Contractor shall make a reasonable effort to add a proprietary notice
or indication of confidentiality to any tangible materials within its possession that contain Confidential Information of the
City, as directed.
Contractor shall maintain all Confidential Information as confidential for a period of three (3) years from the date of
termination of this Contract, and shall return or destroy said Confidential Information as directed by the City in writing.
Contractor may disclose Confidential Information in connection with a judicial or administrative proceeding to the extent
such disclosure is required under law or a court order, provided that the City shall be given prompt written notice of
such proceeding if giving such notice is legally permissible.
33. Suspension of Work
The City may suspend, in writing by certified mail, all or a portion of the Service under this Agreement if unforeseen
circumstances beyond the City’s control are interfering with normal progress of the Service. The Contractor may
suspend, in writing by certified mail, all or a portion of the Service under this Agreement if unforeseen circumstances
12605P Utility Bill Printing & Bulk Mailing Page 11 of 14
beyond Contractor’s control are interfering with normal progress of the Service. The Contractor may suspend Service
on the Project in the event the City does not pay invoices when due, except where otherwise provided by this
Agreement. The time for completion of the Service shall be extended by the number of days the Service is suspended.
If the period of suspension exceeds ninety (90) days, the terms of this Agreement are subject to renegotiation, and
both parties are granted the option to terminate the Service on the suspended portion of Project in accordance with
Section 16.
34. Provision of Services
The Contractor shall provide the services set forth herein with all due skill, care, and diligence, in accordance with
accepted industry practices, standards and legal requirements, and to the City ‘s satisfaction; the City decision in that
regard shall be final and conclusive. The City may inspect, observe and examine the performance of the services
performed on the City premises at any time. The City may inspect, observe and examine the performance of
Contractor’s services at reasonable times, without notice, at any other premises.
a. If the City notifies the Contractor that any part of the services rendered are inadequate or in any way differ
from the Contract requirements for any reason, other than as a result of the City‘s default or negligence,
the Contractor shall, at its own expense, reschedule and perform the services correctly within such
reasonable time as the City specifies. This remedy shall be in addition to any other remedies available
to the City by law or in equity.
b. The Contractor shall be solely responsible for controlling the manner and means by which it and its
Contracted Personnel or its subcontractors perform the services, and the Contractor shall observe, abide
by, and perform all of its obligations in accordance with all legal requirements and City work rules.
35. Assignment
This Contract, or any interest herein, or claim hereunder, shall not be assigned or transferred in whole or in part by
Contractor to any other person or entity without the prior written consent of the City. In the event that such prior written
consent to an assignment is granted, then the assignee shall assume all duties, obligations, and liabilities of Contractor
stated herein.
36. No Conflict of Interest
Contractor represents that it or its employees do not have any interest and shall not hereafter acquire any interest,
direct or indirect, which would conflict in any manner or degree with the performance of this Contract. Contractor further
covenants that it will not hire anyone or any entity having such a conflict of interest during the performance of this
Contract.
37. Contract Preservation
If any provision of the Agreement, or the application of such provision, shall be rendered or declared invalid by a court
of competent jurisdiction, or by reason of its requiring any steps, actions or results, the remaining parts or portions of
this Agreement shall remain in full force and effect.
38. Promotional Advertising / News Releases
Reference to or use of the City, any of its departments, agencies or other subunits, or any official or employee for
commercial promotion is prohibited. News releases pertaining to this procurement shall not be made without prior
approval of the City. Release of broadcast e-mails pertaining to this procurement shall not be made without prior
written authorization of the contracting agency.
12605P Utility Bill Printing & Bulk Mailing Page 12 of 14
39. Time is of the Essence
Timely provision of the services required under this Contract shall be of the essence of the Contract, including the
provision of the services within the time agreed or on a date specified herein.
40. Expansion clause
Any resultant contract may be further expanded by the Purchasing Manager in writing to include any other item normally
offered by the Contractor, as long as the price of such additional products is based on the same cost/profit formula as
the listed item/service. At any time during the term of this contract, other City departments may be added to this
contract, if both parties agree.
41. Patent Infringement
The contractor selling to the City the articles described herein guarantees the articles were manufactured or produced
in accordance with applicable federal labor laws. Further, that the sale or use of the articles described herein will not
infringe any United States patent. The contractor covenants that it will at its own expense defend every suit which shall
be brought against the City (provided that such contractor is promptly notified of such suit, and all papers therein are
delivered to it) for any alleged infringement of any patent by reason of the sale or use of such articles, and agrees that
it will pay all costs, damages, and profits recoverable in any such suit.
42. Access and Review of Contractor’s Facilities
The City may visit and view any of the offices, premises, facilities and vehicles of the Contractor and/or Contractor’s
Subcontractor upon request and reasonable notice during the term of the Contract and Contract renewals/extensions.
43. Facility Security
The City may prohibit entry to any secure facility, or remove from the facility, a Contract employee who does not perform
his/her duties in a professional manner, or who violates the secure facility’s security rules and procedures. The City
reserves the right to search any person, property, or article entering its facilities.
44. Waiver of Breach
A waiver by either party hereto of a breach of the other party hereto of any covenant or condition of this Contract shall
not impair the right of the party not in default to avail itself of any subsequent breach thereof. Leniency, delay or failure
of either party to insist upon strict performance of any agreement, covenant or condition of this Contract, or to exercise
any right herein given in any one or more instances, shall not be construed as a waiver or relinquishment of any such
agreement, covenant, condition or right.
45. Integration
This Contract, along with the City of Yakima’s RFP 12605P Utility Billing Statements & Bulk Mailing Services and the
Contractor’s response to the Request for Proposals (“RFP”), represents the entire understanding of the City and
Contractor as to those matters contained herein. No prior oral or written understanding shall be of any force or effect
with respect to those matters covered herein. This Contract may not be modified or altered except in writing signed by
both parties.
46. Force Majeure
Contractor will not be responsible for delays in delivery due to acts of God, fire, strikes, epidemics, pandemics, war,
riot, delay in transportation or railcar transport shortages, provided Contractor notifies the City immediately in writing of
such pending or actual delay. Normally, in the event or any such delays (acts of God, etc.) the date of delivery will be
extended for a period equal to the time lost due to the reason for delay.
12605P Utility Bill Printing & Bulk Mailing Page 13 of 14
47. Governing Law
This Contract shall be governed by and construed in accordance with the laws of the State of Washington.
48. Venue
The venue for any judicial action to enforce or interpret this Contract shall lie in a court of competent jurisdiction in
Yakima County, Washington.
49. Authority
The person executing this Contract, on behalf of Contractor, represents and warrants that they have been fully
authorized by Contractor to execute this Contract on its behalf and to legally bind Contractor to all the terms,
performances and provisions of this Contract.
50. Notice of Change in Financial Condition
If, during the Contract Term, the Contractor experiences a change in its financial condition that may affect its ability to
perform under the Contract, or experiences a change of ownership or control, the Contractor shall immediately notify
the City in writing. Failure to notify the City of such a change in financial condition or change of ownership or control
shall be sufficient grounds for Contract termination.
51. Change or Notice
Any alterations, including changes to the nature of the service, made to the Contract shall be rendered in writing and
signed by both responsible parties; no changes without such signed documentation shall be valid. No alterations
outside of the general scope and intent of the original Request for Proposals or in excess of allowable and accepted
price changes shall be made.
In no event shall the Contractor be paid or be entitled to payment for services that are not authorized herein or any
properly executed amendment.
Notice of Business Changes: Contractor shall notify the City in writing within three (3) business days of any change in
ownership of the facilities of the Contractor or of the facilities of any subcontractor. The Contractor shall notify the City
in writing as soon as possible, and in no event later than three (3) business days, after any decision by the Contractor
to change or discontinue service that will affect services provided to the City under this Contract.
The City shall have the right to renegotiate the terms and conditions of this Contract to the extent required to
accommodate a change in governing law or policy that, in the sole discretion of the City, either substantially and
unreasonably enlarges the Contractor’s duties hereunder, or renders performance, enforcement or compliance with
the totality of the Contract impossible, patently unreasonable, or unnecessary. Notices and demands under and related
to this Contract shall be in writing and sent to the parties at their addresses as follows:
TO CITY: TO CONTRACTOR:
City of Yakima Purchasing InfoSend, Inc.
Christina Payer, Buyer II Russ Rezai, President
129 North 2nd Street 4240 E La Palma Ave
Yakima, WA 98901 Anaheim, CA 92807
52. Survival
The foregoing sections of this Contract, 1-51 inclusive, shall survive the expiration or termination of this Contract in
accordance with their terms.
IN WITNESS WHEREOF, the parties hereto execute this Contract as of the day and year first above written.
CITY OF YAKIMA
Victoria Baker, City Manager
INFOSEND, INC.
Russ Rezai, President
Date:
CITY CQNTracT NO 1 ' (0 W
RF.`,OLUT ON NO .- Zc'lG - 2_
Rosalind a barra, CMC, City Clerk
List of Exhibits attached to this contract
Exhibit A — RFP Specifications
Exhibit B — Negotiated Pricing and Contractor's Proposal Submittal
12605P Utility Bill Printing & Bulk Mailing Page 14 of 14
EXHIBIT A – RFP SPECIFICATIONS
(EXCLUDING ATTACHMENT B – SAMPLE AGREEMENT)
12605P Utility Bill Printing & Bulk Mailing Page 1 of 29
City of Yakima
NOTICE TO PROPOSERS
RFP NO. 12605P
Notice is hereby given by the undersigned that electronic sealed Requests for
Proposals will be accepted via PublicPurchase.com until the hour of 2:00:00 PM
PST on March 19, 2026. At such time, proposals received through Public Purchase
will be unencrypted and opened by the Procurement Manager or their designee
and witnessed by another staff member in the City of Yakima Council Chambers,
in Yakima City Hall, 129 N. 2nd Street, Yakima, Washington 98901 for: Utility Bill
Printing & Bulk Mailing Services
Instructions to register with PublicPurchase.com are available at
www.yakimawa.gov/services/purchasing.
The City of Yakima reserves the right to reject any & all RFPs. The City hereby
notifies all Proposers that it will affirmatively ensure compliance with WA State
Law Against Discrimination (RCW chapter 49.60) & the Americans with Disabilities
Act (42 USC 12101 et set.)
Dated February 13, 2026 Publish on February 19 and 21, 2026
Christina Payer, CPPB
Buyer II
YHR Acct. No. 23228
12605P Utility Bill Printing & Bulk Mailing Page 2 of 29
CITY OF YAKIMA REQUEST FOR PROPOSAL #12605P
COVER SHEET
THIS IS NOT AN ORDER
RFP Release Date: February 19, 2026
Proposal Receipt: The City’s e-Procurement website, PublicPurchase.com, shall receive Proposals for the above referenced RFP.
Proposers must first register with PublicPurchase.com. Register as early as possible and do not wait until the due date/time to
upload your documents, as this may take some time. The City’s solicitation management system will not accept electronic
responses after 2:00:00 PM, with no exception. Proposals shall be firm for acceptance for ninety (90) days after the date of the
public Proposal opening, unless otherwise noted.
Purchasing For:
City of Yakima Utility Services
129 N 2nd Street
Yakima, WA 98901
Buyer in charge of this procurement (Contact for further information):
Christina Payer, CPPB
Buyer II
Proposals Must be completely uploaded by:
March 19, 2026 at 2:00:00 PM PST
Public Opening
Phone
(509) 576-6696
E-Mail Address
Christina.payer@yakimawa.gov
PROJECT DESCRIPTION SUMMARY
Utility Bill Printing and Bulk Mailing Services
Enter Prompt Payment Discount: _____%net____days
I hereby acknowledge receiving addendum(a) _____, _____, _____, _____, _____, (use as many spaces as addenda received)
In signing this Proposal we also certify that we have not, either directly or indirectly, entered into any agreement or participated in any co llusion or otherwise
taken any action in restraint of free competition; that no attempt has been made to induce any other person or firm to submit or not to submit a Proposal; that
this Proposal has been independently arrived at without collusion with any other Proposer, competitor or potential competitor; tha t this Proposal has not been
knowingly disclosed prior to the opening of Proposals to any other Proposer or competitor; that the above statement is accurate under penalty of perjury.
Furthermore, the Washington State Interlocal Cooperative Act (RCW 39.34) provides that other governmental agencies may purcha se goods or
services on this solicitation or contract in accordance with the terms and prices indicated therein if all parties agree. The City does not accept any
responsibility or involvement in the purchase orders or contracts issued by other public agencies.
We will comply with all terms, conditions and specifications required by the City of Yakima in this Request for Proposal and all terms of our Proposal.
Company Name
Company Address
Name of Authorized Company Representative (Type or Print)
Title
Phone ( )
Fax ( )
Signature of Above
Date
Email Address
12605P Utility Bill Printing & Bulk Mailing Page 3 of 29
TABLE OF CONTENTS
I. DEFINITIONS 5
The following definitions of terms shall apply, unless otherwise indicated: ..................................................... 5
II. GENERAL INFORMATION 6
1. Introduction ............................................................................................................................................. 6
2. Objectives ............................................................................................................................................... 6
3. About the Owner ..................................................................................................................................... 6
4. Contracting Agency and Point of Contact .............................................................................................. 6
5. Ownership ............................................................................................................................................... 7
6. Public Records Access ........................................................................................................................... 7
7. Proprietary Information ........................................................................................................................... 7
8. Requests for Public Disclosure ............................................................................................................... 7
9. Retention of Rights ................................................................................................................................. 7
10. Clarifications and/or Revisions to Specification and Requirements ....................................................... 8
11. News Releases ....................................................................................................................................... 8
12. Pre-Proposer Conference/Questions ..................................................................................................... 8
13. Examining Documents & Facilities ......................................................................................................... 8
14. Calendar of Events ................................................................................................................................. 8
15. Contract Term ......................................................................................................................................... 8
16. Incurring Costs ........................................................................................................................................ 9
17. No Obligation to Contract ....................................................................................................................... 9
18. Best Modern Practices ........................................................................................................................... 9
19. More or Less ........................................................................................................................................... 9
20. Delivery of Unapproved Substitutions .................................................................................................... 9
III. PREPARING AND SUBMITTING A PROPOSAL 9
1. General Instructions ............................................................................................................................... 9
2. Organization and Format of Required Proposal Elements ..................................................................... 9
3. Prohibition of Proposer Terms & Conditions ........................................................................................ 11
4. Submitting a Proposal .......................................................................................................................... 11
5. Multiple Proposals ................................................................................................................................ 11
6. Withdrawal of Proposals ....................................................................................................................... 11
IV. PROPOSAL REQUIREMENTS 11
1. Scope of Services ................................................................................................................................. 12
2. Project Plan and Deliverables .............................................................................................................. 13
3. Mandatory Proposer Qualifications ...................................................................................................... 13
4. Mandatory Contract Performance Requirements ................................................................................. 13
12605P Utility Bill Printing & Bulk Mailing Page 4 of 29
5. Methodology ......................................................................................................................................... 14
6. General Requirements ......................................................................................................................... 15
V. COST PROPOSAL 16
1. General Instructions for Preparing Cost Proposals .............................................................................. 16
2. Total Project Cost ................................................................................................................................. 16
3. Pricing and Discount ............................................................................................................................. 16
4. Price Clarifications ................................................................................................................................ 16
VI. EVALUATION AND CONTRACT AWARD 16
1. Preliminary Evaluation .......................................................................................................................... 16
2. Proposer Presentations/Scoring ........................................................................................................... 17
3. Evaluation Criteria ................................................................................................................................ 17
4. RFP Evaluation ..................................................................................................................................... 17
5. Prompt Payment ................................................................................................................................... 18
6. Award / Best and Final Offers ............................................................................................................... 18
7. Tied Score ............................................................................................................................................ 18
8. Tax Revenues ....................................................................................................................................... 18
9. Offer in Effect for Ninety (90) Days....................................................................................................... 18
10. Notification of Intent to Negotiate/Intent to Award ................................................................................ 18
11. Right to Reject Proposals and Negotiate Contract Terms ................................................................... 18
12. Protest Procedure ................................................................................................................................. 18
VII. PROPOSER QUESTIONNAIRE 20
VIII. PROPOSER REFERENCES 24
ATTACHMENT A – SAMPLE INSURANCE 25
ATTACHMENT B - SAMPLE CONTRACT 28
12605P Utility Bill Printing & Bulk Mailing Page 5 of 29
I. DEFINITIONS
The following definitions of terms shall apply, unless otherwise indicated:
“Buyer” means the contact person listed on page 2 of this document.
“City” means the City of Yakima, Washington. Also referred to as “Owner”.
“Contract” means written agreement between the “Owner” and the “Contractor” (or “Successful Proposer”) that
covers the delivery of work to be performed after this RFP.
“Contract Manager” means the individual in the City of Yakima Purchasing Division (Buyer) responsible for
managing this RFP and subsequent contractual issues.
“Contractor” means a proposer that is awarded a Contract under this RFP and its employees or other personnel
(including officers, agents and subcontractors) provided by the Contractor to perform work under this Contract.
“Department” means the City of Yakima, Department/Division.
“Executive” means the City of Yakima City Manager
“Owner” also referred to as City of Yakima.
“Project Manager” means the individual in City of Yakima Departments/Divisions and/or an assigned individual
from the Contractor responsible for administering day-to-day operational matters of the Contract.
“Proposal” means the complete response of a proposer submitted on the approved forms and setting forth the
proposer’s prices for providing the services described in the RFP.
“Proposer” means any individual, company, corporation, or other entity that responds to this RFP.
“RFP” means Request for Proposal.
“SOW” means Statement of Work.
“Subcontractor” means any entity that enters into any agreement with the Contractor to fulfill the requirements
and performance obligations of the Contract.
12605P Utility Bill Printing & Bulk Mailing Page 6 of 29
RFP # 12605P
Utility Bill Printing & Bulk Mailing Services
II. GENERAL INFORMATION
1. Introduction
The purpose of this Request for Proposal (RFP) is to provide interested parties with information to enable them to
prepare and submit a proposal for Utility Bill Printing and Bulk Mailing Services. The City of Yakima (referred to as
“Owner” throughout this document), Utility Services, as represented by the City Purchasing Division, intends to use
the results of this solicitation to award a contract for such services.
2. Objectives
The Utility Services Division requires comprehensive services related to the printing and mailing of utility
communications: utility bills, delinquent notices, and water department notices. These services include, but are not
limited to, graphic design, press printing, variable data imaging, and mail sorting to achieve maximum postage
discounts. The selected provider will also be responsible for mailing services and mail tracking through delivery.
3. About the Owner
The City of Yakima, county seat of Yakima County, was incorporated in 1886 and is located in central Washington
State. It encompasses 28.7 square miles in an area of rich volcanic soil. The City is 145 miles southeast of Seattle, and
200 miles southwest of Spokane, Washington. The region is served by rail, highway and air transportation facilities,
which have helped develop the City as the commercial and business center of Central Washington. With a 2024
population of 97,084 Yakima is the eleventh largest city in the State of Washington.
The City provides the full range of municipal services contemplated by charter or statute. These include public safety
(police, fire, and building), public improvements (streets, traffic signals), sanitation (solid waste disposal, sanitary
wastewater utility), water and irrigation utilities, transit, community development, parks and recreation, and general
administrative services.
The City of Yakima lies within Yakima County in the fertile Yakima River Valley. Apples, cherries, pears, grapes, and
other fruits, plus a wide variety of field crops and vegetables make the Yakima Valley one of the top agricultural
producing areas of the nation. There are over 400,000 acres of Agriculture zoned land within the County which
produce over thirty types of fruits and vegetables. With its farm production base, the Yakima area is a major food
processing region.
Adding to the area’s economy there are over 250 manufacturing firms in the Yakima area that produce a variety of
products including wood products, packaging, plastic products, produce and aircraft parts.
4. Contracting Agency and Point of Contact
This RFP is issued by the City of Yakima Purchasing Division. The person responsible for managing this RFP process
from beginning to end is the Buyer listed on page 2 of this solicitation. From the date of release of this RFP until a
Notice of Intent to Award the Contract is issued, all contacts with Owners employees, and other personnel performing
official business for the Owner regarding this RFP shall be made through the Buyer listed on page 2. Contact with
other Owner personnel regarding this RFP is not permitted during the procurement process and violation of these
conditions may be considered sufficient cause for rejection of a Proposal and disqualification of the Proposer.
12605P Utility Bill Printing & Bulk Mailing Page 7 of 29
5. Ownership
All material produced as a result of this Contract shall be the exclusive property of the City. Additionally, the City shall
have unrestricted authority to reproduce, distribute, and use any submitted report, template, data, or material, and
any associated documentation that is designed or developed and delivered to the Agency as part of the performance
of the Contract.
6. Public Records Access
It is the intention of the Owner to maintain an open and public process in the solicitation, submission, review, and
approval of procurement activities. Proposal openings are public.
7. Proprietary Information
Any consideration of proprietary information is the responsibility of the Proposer to object to through the courts
following third party notice, not the Owner (City).
All information submitted in response to a request for public disclosure will be handled in accordance with applicable
Owner procurement regulations and the Washington State Public Records Act (RCW 42.56 et seq.). It is the Proposer’s
responsibility to defend the determination in the event of an appeal or litigation.
Unless otherwise noted, data contained in a proposal, all documentation provided therein, and innovations developed
as a result of the contracted commodities or services cannot be copyrighted or patented. All data, documentation,
and innovations become the property of the Owner.
8. Requests for Public Disclosure
Washington State Public Disclosure Act (RCW 42.56 et seq.) requires public agencies in Washington to promptly make
public records available for inspection and copying unless they fall within the specified exemptions contained in the
Act or are otherwise privileged. All documents submitted in relation to this Specification shall be considered public
records and, with limited exceptions, will be made available for inspection and copying by the public. It is the intent
of the Owner (City) to post all RFP responses online and be available to the public after the contract is signed.
Marking the entire submittal as “confidential” or “proprietary” is not acceptable and is grounds to reject such
submittal. If, in the Owner’s opinion, the material is subject to disclosure, the Owner will notify Proposer of the
request and impending release which will allow the Proposer 10 days from notice to take whatever action it deems
necessary to protect its interests. All expense of such action shall be borne solely by the Proposer, including any
damages, attorney’s fees or costs awarded by reason of having opposed disclosure and Proposer shall indemnify
Owner against same. If the Proposer fails or neglects to take such action within said period, the Owner will release all
materials deemed subject to disclosure. Submission of materials in response to this solicitation shall constitute assent
by the Proposer to the foregoing procedure and the Proposer shall have no claim against the Owner on account of
actions taken pursuant to such procedure.
9. Retention of Rights
The Owner retains the right to accept or reject any or all proposals if deemed to be in its best interests.
All proposals become the property of Owner upon receipt. All rights, title and interest in all materials and ideas
prepared by the proposer for the proposal to Owner shall be the exclusive property of Owner and may be used by the
Owner at its option.
12605P Utility Bill Printing & Bulk Mailing Page 8 of 29
10. Clarifications and/or Revisions to Specification and Requirements
If a Proposer discovers any significant ambiguity, error, conflict, discrepancy, omission, or other deficiency in this
solicitation, the Proposer has an affirmative duty to immediately notify the Buyer of such concern and request
modification or clarification of the RFP document.
Unless instructions are specifically provided elsewhere in this document, any questions, exceptions, or additions
concerning the subject matter of the RFP document(s) shall not be considered unless submitted via e-mail (no phone
calls) to the Buyer listed on page 2, a minimum of five business (5) days prior to the submittal due date.
In the event that it becomes necessary to provide additional clarifying data or information, or to revise any part of this
RFP, supplements or revisions will be provided to all known Proposers in the form of an Addendum. All Addenda are
posted on www.yakimawa.gov/services/purchasing and www.publicpurchase.com and/or sent directly to interested
parties who have registered for updates to this RFP.
If any requirements of the RFP are unacceptable to any prospective Proposer, they may choose not to submit a
proposal.
11. News Releases
News releases pertaining to the RFP or to the acceptance, rejection, or evaluation of Proposals shall not be made
without the prior written approval of the Buyer listed on page 2.
12. Pre-Proposer Conference/Questions
There will be no Pre-Proposer Conference for this service. However, Proposers may ask questions from the Buyer
listed on page 2. Questions will be received by 5:00 PM P ST, February 26, 2026, and will be answered via addendum
by March 5, 2026.
13. Examining Documents & Facilities
The Proposer is hereby advised that by submitting a Proposal, he/she is deemed to have studied and examined all
facilities and all relevant documents and acknowledged all requirements contained herein before proposing.
14. Calendar of Events
Listed below are important dates and times by which actions related to this RFP may be completed. In the event that
the Owner finds it necessary to change any of these dates and times it will do so by issuing an addendum to this RFP.
DATE EVENT
February 19, 2026 RFP Issuance
February 26, 2026 Due date for written questions
March 5, 2026 Addenda -Written answers provided (target)
March 19, 2026 at 2:00:00 PM PST Proposals Due
The schedule of events after the Proposal due date will be handled as expeditiously as possible, but there is not a set
schedule. An Evaluation Team will be formed to evaluate proposals and may choose to interview Proposers or make
site visits. Every effort will be made to notify short-listed proposers of important post-opening dates.
15. Contract Term
See Section 3 of Contract.
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16. Incurring Costs
The Owner is not liable for any cost incurred by a Proposer in the process of responding to this RFP including but not
limited to the cost of preparing and submitting a response, in the conduct of a presentation, in facilitating site visits
or any other activities related to responding to this RFP.
17. No Obligation to Contract
This RFP does not obligate the Owner to contract for service(s), or product(s) specified herein. Owner reserves the
right to cancel or reissue this RFP in whole or in part, for any reason prior to the issuance of a Notice of Intent to
Award. The Owner does not guarantee to purchase any specific quantity or dollar amount. Proposals that stipulate
that the Owner shall guarantee a specific quantity or dollar amount will be disqualified (e.g. “all-or-none”.)
18. Best Modern Practices
All work, including design, shall be performed and completed in accordance with the best modern practices, further,
no detail necessary for safe and regular operation shall be omitted, although specific mention thereof may not be
made in these specifications.
19. More or Less
Quantities are estimated only and shall be bid on a MORE OR LESS basis. For the purpose of comparison, bid proposals
shall be made in the quantities listed in this specification. Listed quantities shall not be considered firm estimates of
requirements for the year, nor shall the City be bound or limited to quantities listed. Payment will be made only for
quantities actually ordered, delivered, and accepted, whether greater or less than the stated amounts.
20. Delivery of Unapproved Substitutions
Contractors are authorized to ship only those items ordered covered by the contract. If a review of orders placed by
the City reveals that an item other than those covered by and specified in the contract have been ordered and
delivered, the Purchasing Manager will take such steps as are necessary to have the item(s) returned to the Contractor
at no cost to the City, regardless of the time elapsed between the date of delivery and discovery of the violation.
III. PREPARING AND SUBMITTING A PROPOSAL
1. General Instructions
The evaluation and selection of a Contractor will be based on the information submitted in the Proposal plus
references, and any on-site visits or best and final offers (BAFOs) where requested. Failure to respond to each of the
requirements in the RFP may be the basis for rejecting a Proposal.
2. Organization and Format of Required Proposal Elements
Proposers responding to this RFP must comply with the following format requirements. The Owner reserves the right
to exclude any responses from consideration that do not follow the required format as instructed below.
Proposals shall be organized and presented in the order and by the numbers assigned in the RFP with each heading
and subheading should be separated by tabs or otherwise clearly marked.
Tab 1 - Table of Contents
Provide a table of contents for the Proposal.
Tab 2 - RFP Cover Sheet
Complete and sign the Cover Sheet, which is page 2 of this RFP solicitation.
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Tab 3 - Transmittal Letter
The transmittal letter must be written on the Proposer’s official business stationery and signed by an official
authorized to legally bind the Proposer. Include in the letter:
1) Name and title of Proposer representative;
2) Name, physical and mailing address of company;
3) Telephone number, fax number, and email address;
4) RFP number and title;
5) A statement that the Proposer believes its Proposal meets all the requirements set forth in the RFP;
6) A statement acknowledging the Proposal conforms to all procurement rules and procedures articulated
in this RFP, all rights terms and conditions specified in this RFP;
7) A statement that the individual signing the Proposal is authorized to make decisions as to the prices
quoted and that she/he has not participated and will not participate in any action contrary to the RFP,
8) A statement that the Proposer will be making a number of representations outside of its formal Proposal
document in, possibly, discussions, presentations, negotiations, demonstrations, sales or reference
material and other information-providing interactions and as such hereby warrants that the Owner can
rely on these as inducements into any subsequent contract, and be made a part thereof;
Tab 4 - Response to Mandatory Proposer Qualifications & Contract Performance Requirements
Provide a point-by-point response to each requirement specified in Section IV, No’s 3 & 4 of this RFP. Responses
to requirements must be in the same sequence and numbered as they appear in this RFP. Responses that fail to
meet the mandatory proposer qualifications shall be deemed non-responsive. Responses to this section will be
scored.
Tab 5- Response to Methodology and General Requirements
Provide a point-by-point response to each requirement specified in Section IV, Nos. 5 & 6 of this RFP. Responses
to requirements must be in the same sequence and numbered as they appear in this RFP. Responses to this
section will be scored.
Tab 6 – Sample Contract and Terms and Conditions
The Sample Contract provided with this RFP represents the terms and conditions which the Owner expects to
execute in a contract with the successful Proposer. Proposers must accept or submit point-by-point exceptions
along with proposed alternative or additional language for each point. The Owner may or may not consider any
of the Proposer’s suggested revisions. Any changes or amendment to any of the Contract Terms and Conditions
will occur only if the change is in the best interest of the Owner.
Tab 7 – Required Forms
Include here any additional completed forms required in the RFP. Failure to complete and/or provide any required
forms may result in disqualification of proposal, including, but not limited to:
• Proposer Questionnaire
• Proposer References
Tab 8 - Cost Proposal as identified in Section V.
Provide all cost information according to the instructions provided. Include all costs for furnishing the product(s)
and/or service(s) included in this proposal. Identify all assumptions. Failure to provide any requested information
in the prescribed format may result in disqualification of the Proposal. Also include on a separate sheet under
this tab a list of all Optional Services and the price for each service. If service is not provided, please state so.
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Proposers are encouraged to list any points not addressed in these specifications that they feel improve or
enhance the operation of their services.
3. Prohibition of Proposer Terms & Conditions
A Proposer may not submit the Proposer’s own contract terms and conditions in response to this RFP. If a proposal
contains such terms and conditions, the City, at its sole discretion, may determine the proposal to be a non-responsive
counteroffer, and the proposal may be rejected.
4. Submitting a Proposal
Proposals shall be completely uploaded into Public Purchase.com no later than the date and time listed on Page 2 of
this RFP. Late Proposals will not be accepted or evaluated. If you try to submit a Proposal Late, the electronic system
will not receive it.
If City Hall is closed for business at the time scheduled for opening, for whatever reasons, Proposer’s response will be
accepted and opened on the next business day of the City, at the originally scheduled hour.
Proposers must submit their response electronically through PublicPurchase.com where they will be kept in an
electronic lockbox until date and time of opening. To register as a Vendor/Proposer with Public Purchase, go to
www.publicpurchase.com. The city is not responsible for late proposals due to operator errors, electronic
malfunction, system errors or interruptions affecting the Public Purchase site and the processing of any proposals.
The Purchasing Manager reserves the right to make exceptions for extenuating circumstances.
Any sections deemed by proposer to be confidential per Washington State Public Disclosure Act (RCW 42.56 et seq.)
shall be separated from the main document and uploaded to Public Purchase in a separate file marked “confidential”.
All other sections of the response shall be made available to the public immediately after contract signing. All
materials required for acceptance of the Proposal by the deadline must be uploaded to Public Purchase.
5. Multiple Proposals
Multiple Proposals from a Proposer will be permissible; however, each Proposal must conform fully to the
requirements for proposal submission. Each such Proposal must be submitted separately and labeled as Proposal #1,
Proposal #2, etc. on the first page of their response.
6. Withdrawal of Proposals
Proposers may withdraw or supplement a proposal at any time up to the proposal closing date and time. If a previously
submitted proposal is withdrawn before the proposal due date and time, the Proposer may submit another proposal
at any time up to the proposal closing date and time. After proposal closing date and time, all submitted Proposals
shall be irrevocable until contract award.
IV. PROPOSAL REQUIREMENTS
The Proposer must satisfy the following requirements in Section IV, 1 - 6 at no additional cost to the Owner. Provide
a point-by-point response and/or submit requested information to each requirement specified below. Responses to
sections 3-6 will be scored.
Responses that fail to meet the mandatory requirements shall be deemed non-responsive.
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If Proposer feels the Mandatory Proposal Requirements are proprietary, contact the Buyer listed on the Cover Sheet
to determine if requirements should be changed.
1. Scope of Services
A. Printing and Mailing of Daily Utility Bills
Services for the City of Yakima Utility Services Division include delinquent notices and individual images
envelope stock, printing and mailing services, and bill inserts as required, conforming to RFP specifications.
B. Holidays/Business Days
“Business Day" shall mean everyday Monday through Friday, excluding the date for the observance of the
following federal holidays:
• New Year’s Day • Labor Day
• Martin Luther King Jr. Day • Veteran’s Day
• President’s Day • Thanksgiving Day
• Memorial Day • Day After Thanksgiving Day
(city holiday in lieu of Columbus Day)
• Juneteenth • Christmas Day
• Independence Day
C. Annual Volume*
The City of Yakima mails out approximately 200,000 utility bills and 70,000 utility notices.
192,000-210,000 is the average annual number of billings. Billings go out every day but due to the cycle size
the number of bills varies each month from approximately 1,200 bills to about 7,500. Monthly quantity may
increase if the City elects to change from bi-monthly billing to monthly billing.
*Actual printed quantities will vary depending on customers’ interest in paperless statement options.
The statements and notices will be sent on any business day to the Contractor for processing, via a File
Transfer Process or equivalent application.
D. Description of Stock
The statements and notices will be a 24 lb. paper stock, 8 ½" X 11" double sided form and the utility bills will
have a perforation on the bottom for return coupon. The customer return coupon will measure nominally 3½”
8 ½". The mailing envelopes will be number 10 window, with The City of Yakima Utility Accounts Division
mailing address printed on the envelope and customer return envelopes will be windowed, number 9 with
City of Yakima Utility Accounts P.O. Box printed for remit to address.
• A sample statement has been provided as “Attachment C” at the end of the RFP document.
Inserts will typically be a flat single sheet of paper measuring nominally 8 ½” x 11” in size or may be designed
as needed.
E. Weekly Billing
The City of Yakima currently generates and mails bills & statements daily.
F. Confidentiality of Information
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Contractor will maintain the confidentiality of all information provided by the City of Yakima or acquired in
the performance of this job, including all account information.
2. Project Plan and Deliverables
This project includes, but is not limited to, the following:
Task Category Required Deliverables/Functionality and Services
Set Up Includes discovery; set up of documents, data, and software; testing.
Implementation & Production
Includes design; printing statements, imaging, inserts and envelopes;
folding; merging documents into one mailing where practicable;
inserting; labeling; sorting services for mailing; mailing & tracking
through delivery.
Maintenance Includes address updates; U.S. Postal regulation or standard
changes; cost containment; quality control; form updates; follow up
on Invalids; reporting.
3. Mandatory Proposer Qualifications
Responses to each requirement must indicate that the Proposer either “does comply” with the requirement or “does
not comply”. No explanation is required, as non-compliance with any of the following requirements will result in
proposal rejection and remove that Proposal from further consideration.
a. Proposer must have at least three (3) years of experience in successful bulk printing and mailing services.
b. Staff involved within the scope of this project must have at least five (5) years of experience in this area.
c. At least one Mail Design Professional shall be on staff to provide contract oversight.
d. Proposer must be a USPS certified Full-Service IMb mailer. Provide certification with proposal.
4. Mandatory Contract Performance Requirements
Responses to each requirement must indicate that the Proposer either “does comply” with the requirement or “does
not comply”. No explanation is required, as non-compliance with any of the following requirements will result in
proposal rejection and remove that Proposal from further consideration.
a. Mail shall be sent First Class.
b. No mark-up is allowed on postage.
c. Postage must be itemized on invoices.
d. Mail must be PAVE presorted to mail at the Full-Service IMB lowest rates and in accordance with all USPS
requirements for securing automation rate postage. All postage discounts must be passed along to the City
as a straight pass through without any markup.
e. Must be able to communicate with USPS Postal One Program Software.
f. Full service IMb preparation is required.
g. USPS documented proof of mailing date shall be provided with invoices (IMb Trace).
h. USPS notice must be provided to the City if any mailing is rejected.
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i. 2D technology and barcoding shall be used.
j. Contractor must conduct SOC audits.
k. Changes and modifications shall be included in set-up cost.
l. 24 lb. paper shall be used.
m. Windowed reply envelopes shall be used.
n. 600x600 DPI and/or laser printing shall be used.
o. House holding/grouping shall be done when there is an exact name/address match.
p. CASS certification rate shall be a minimum of 97-98%
q. NCOA verification is required – pull disqualified mailer out of batch and notify.
5. Methodology
The purpose of this section is to provide the Owner with an understanding of how services will be performed under
this contract. Responses to this Section will be scored.
a. Describe your methods for providing individual statement images in a savable and user search friendly format.
b. Describe your methods, innovation and techniques used to explore, develop, control and accomplish work of
Billing Services.
c. Describe the major items of equipment anticipated to be used to support Utility Billing Services, such as
computer system software and hardware; word processing software and hardware; reproduction and binding
equipment; and any other significant productivity tools.
d. Indicate whether your equipment and software can sort print files by ZIP Code in accordance with US Post
Office requirements for presorted mailing of statements. Please include details on address validation,
barcoding, and presort capabilities. Also describe how international mail is identified, processed, and
prepared, including whether it is handled in-house or through a third-party provider.
e. Describe your knowledge of Coding Accuracy Support System (CASS) certifications.
f. Describe your USPS full-service preparation method using the Intelligent Mail Barcode. Attach proof of your
USPS “Full Service” Certification and the documentation you will provide to verify City of Yakima is receiving
the full-service discounted postage rates.
g. Describe your experience with multiple inserts with invoices for mailings.
h. Describe your experience with bulk mailings and mailing permits.
i. Describe how a deadline would be met if the main equipment used failed.
j. In the event of a disaster, including major or minor events, describe your plans in place for continuing to
provide the Utility Billing Services.
k. If the City changes the billing cycle, describe the impact on the operation, including any resulting
increase/decrease in costs.
l. Will the work required under this contract be performed exclusively by the contractor or will any of it be
subcontracted? List the specific items which will be sub-contracted and by whom.
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m. Describe the contractor’s procedures for identifying and resolving anomalies within billing files, including but
not limited to duplicate records, outdated billing dates, or other irregularities. Specify whether the contractor
will contact the City and/or the customer prior to printing, or outline alternative methods used to address
such issues before production.
n. Describe the contractor’s ability and process to accommodate City requests to exclude specific bills from a
print file or production job while continuing to print and mail the remaining bills within the same file, including
any timelines, controls, or limitations associated with such requests.
6. General Requirements
The purpose of this section is to provide the Owner with a basis for determining a Proposer’s capability to undertake
this Contract. Responses to this Section will be scored.
a. Organizational Capabilities
• Describe your company’s experience providing services similar to those required by this RFP to customers
of comparable size, scope and circumstance.
• Provide an organizational chart for your company and include an issue escalation process used to resolve
any potential issues between the Owner and the Contractor during the Contract term.
b. Staff Qualifications
• Identify and provide a resume for the Project Manager that will be assigned to this project and any
additional projects they will be involved in during the Contract term. The Project Manager will be the
primary point of contact for Owner and must be available on an as-needed basis. Describe how the Project
Manager will guarantee availability to Owner during the entire duration of the project.
• Identify additional key personnel from your company that will be assigned to this contract, including their
current job title and the role they will play in the project. For each staff person, attach a brief resume with
any pertinent licenses or accreditations and give at least one (1) example of a project where the staff
provided similar services to an organization with needs similar to those described in this RFP.
• Identify the Account Manager who will be handling all invoices and billing and will serve as the main point
of contact for this contract.
• If any of these contacts change during the contract term, the Contractor shall verbally notify the Owner
within twenty-four (24) hours of change and follow up in writing within five (5) business days of the date
of change.
c. Financial Capability to perform contract
Proposer shall submit either a current Financial Review or Compilation Report by a CPA firm, which is not to be
older than one (1) year, or a Financial Statement from their bank asserting that Contractor has the Financial
Capability to perform this contract. Owner reserves the right to use other means to substantiate Financial
Capability, e.g. D&B reports, BBB, or other means.
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V. COST PROPOSAL
1. General Instructions for Preparing Cost Proposals
Proposer must submit a cost proposal under Tab 8 of their proposal. If proposer agrees to allow other governmental
agencies to purchase goods or services from the awarded Contractor under the resulting contract, price accordingly
so other jurisdictions can perform an apples-to-apples comparison for their resulting contract.
2. Total Project Cost
Proposer must provide a total project cost to include all requisite services, materials, work products and ancillary
expenses including itemized implementation costs. Available budget for this project is estimated to be between
$100,000 and $125,000 per year.
Proposer is to provide cost for postage as follows:
• Provide an average postage amount that is based upon the information provided in the RFP Specifications
(Reference Section IV Proposal Requirements, 1. Scope of Services, C. Annual Volume).
Contractor and any subcontractors’ travel expenses (e.g. airfare, lodging, and meals, insurance) and other
miscellaneous expenses related to the provision of on-site services must be included in the proposed cost and cannot
be an additional charge.
Contractors’ expenses related to providing on-site services (e.g. computer, printer, miscellaneous equipment) must be
included in the proposed cost and cannot be at an additional charge.
Provide terms if compensation is offered for failed/delayed mailing.
Owner will coordinate and provide any requisite meeting space for on-site services.
3. Pricing and Discount
The Owner qualifies for governmental discounts. Unit prices shall reflect these discounts. Unit prices shown on the
proposal or contract shall be the price per unit of sale (e.g., hour, ea.) as stated on the request or contract. For any
given item, the quantity multiplied by the unit price shall establish the extended price, the unit price shall govern in
the proposal evaluation and contract administration.
4. Price Clarifications
The Owner reserves the right to clarify any pricing discrepancies related to assumptions on the part of the Proposers.
Such clarifications will be solely to provide consistent assumptions from which an accurate cost comparison can be
achieved.
VI. EVALUATION AND CONTRACT AWARD
1. Preliminary Evaluation
All Proposals shall be evaluated against the same standards. The Proposals will first be reviewed to determine if they
contain the required forms, follow the submittal instructions and meet all mandatory requirements. Failure to meet
mandatory requirements will result in proposal rejection as non-responsive. If NO Proposer meets specified
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requirement(s), the Owner reserves the right to continue the evaluation of the proposals and to select the proposal
most closely meeting the requirements specified in this RFP, or not select any proposals.
2. Proposer Presentations/Scoring
Based on evaluation of the written proposals by the Evaluation Team on the stated criteria, an estimate of two to four
top scoring proposals may be short-listed. Short-listed Proposers may be required to participate in interviews and/or
site visits to support and clarify their Proposals if requested by the Evaluation Team. The Evaluation Team will make
every reasonable attempt to schedule each presentation at a time and location agreeable to the Proposer. Failure of
a Proposer to interview or permit a site visit on the date scheduled may result in rejection of the Proposer’s Proposal.
Should the Evaluation Team request any oral presentations or demonstrations from one or more of the short-listed
proposers, the Evaluation Team will review the initial scoring and make adjustments based on the information
obtained in the oral presentation or demonstration and site visits and to determine final scoring.
3. Evaluation Criteria
The proposals will be scored using the following criteria:
Item #
Description
Max
Points
1 Mandatory Proposer Qualifications 15
2 Mandatory Contract Performance Requirements 25
3 Methodology 25
4 General Requirements 10
5 Cost (weighted score) 25
6 Reference Pass/Fail
TOTAL POSSIBLE POINTS 100
The cost proposal section shall receive a weighted score, based upon the ratio of the lowest proposal to the highest
proposal. The lowest cost Proposal will receive the maximum number of points available for the cost category and
other proposals will be scored accordingly.
Results of reference checks will be used to clarify and substantiate information in the written proposals. The reference
results shall then be considered when scoring the responses to the requirements in the RFP.
The points stated above are the maximum amount awarded for each category. The evaluation process is designed to
recommend award of this procurement to the proposal that is the best value of the Owner, not necessarily the lowest
cost Proposal.
4. RFP Evaluation
Evaluation of proposals shall be based on conformity to the specifications, cost, past experience and performance
with the City and other agencies, manufacturers past performance with the City and other agencies, proposed
manufacturer's service availability, parts availability, equipment design and functionalism and effect on productivity
and bidder's supporting documentation.
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5. Prompt Payment
Proposers are encouraged to offer a discount for prompt payment of invoice. Please indicate your discount proposal
on page 2 of this document. If awarded by the City, period of entitlement begins only after:
a. Receipt of a properly completed invoice
b. Receipt of all supplies, equipment or services ordered
c. Satisfactory completion of all contractual requirements
6. Award / Best and Final Offers
The Buyer will compile the final scores for all sections of each responsive proposal. The award will be granted in one
of two ways. The Evaluation Team’s Recommendation of Award may be granted to the highest scoring responsive
Proposal and responsible Proposer. Alternatively, Proposers with the highest scoring proposer or proposers may be
requested to submit Best and Final Offers. If Best and Final Offers are requested by the Evaluation Team and
submitted by the Proposer, they will be evaluated against the stated criteria, scored and ranked by the evaluation
committee. The Intent to Negotiate then will be granted to the highest scoring Proposer. However, a Proposer should
not expect that the Owner will request a Best and Final Offer.
7. Tied Score
In case of a tied score, recommendation of award will go to the firm who was favored by the majority of the Evaluation
Team members, according to their score. The Evaluation Team shall then offer an “Intent to Negotiate and/or Intent
to Award” the final contract with the successful Proposer and the decision to accept the award and approve the
resulting contract shall be final.
8. Tax Revenues
RCW 39.30.040 allows the City to consider the tax revenue that is generated by the purchase of supplies, materials,
and equipment, including those from a local sales tax or from a gross receipts business and occupation tax, in
determining which bid proposal is the lowest, after the tax revenue has been considered.
9. Offer in Effect for Ninety (90) Days
A Proposal may not be modified, withdrawn or canceled by the proposer for a ninety (90) day period following the
deadline for proposal submission as defined in the Calendar of Events, or receipt of best and final offer, if required,
and Proposer so agrees in submitting the proposal.
10. Notification of Intent to Negotiate/Intent to Award
Proposers will be notified in writing of the Owner ‘s Intent to Negotiate and/or Intent to Award the contract resulting
from this RFP.
11. Right to Reject Proposals and Negotiate Contract Terms
The Owner reserves the right to negotiate the terms of the contract, including the award amount, with the selected
Proposer prior to entering a contract. If substantial progress is not made in contract negotiations with the highest
scoring Proposer, the Owner may choose to cancel the first Intent to Negotiate and commence negotiations with the
next highest scoring Proposer.
12. Protest Procedure
Any protest must be made in writing, signed by the protestor, and state that the Proposer is submitting a formal
protest. The protest shall be filed with the City of Yakima Purchasing Manager at 129 No. 2nd St., Yakima, WA 98901,
12605P Utility Bill Printing & Bulk Mailing Page 19 of 29
or by fax: 509-576-6394 or email to: rudy.silva@yakimawa.gov. The protest shall clearly state the specific factual and
legal ground(s) for the protest, and a description of the relief or corrective action being requested. Protests based on
specifications/scope of work, or other terms in the RFP shall be filed at least five (5) calendar days before the
solicitations due date, and protests based on award or after the award shall be filed no more than five calendar (5)
days after Award Announcement (see below for details). The following steps shall be taken in an attempt to resolve
the protest with the Proposer:
Step I. Purchasing Manager and Division Manager of the solicitation try resolving matters with protesters.
All available facts will be considered, and the Purchasing Manager shall issue a written decision.
Step II. If unresolved, within three (3) business days after receipt of written decision, the protest may be
appealed to the Department Head by the Purchasing Manager.
Step III. If still unresolved, within three (3) business days after receipt of appeal, the protest may be
appealed to the Executive (or his designee). The Executive shall make a final determination in writing to
the Protester.
Award Announcement
Purchasing shall announce the successful Proposer via Website, e-mail, fax, regular mail, or by any other appropriate
means. Once the Intent to Negotiate is released by Purchasing, the protest time frame begins. The timeframe is not
based upon when the Proposer received the information, but rather when the announcement is issued by Purchasing.
Award Regardless of Protest
When a written protest against making an award is received, the award shall not be made until the matter is resolved,
unless the Owner determines that one of the following applies:
• The supplies or services to be contracted for are urgently required;
• Delivery or performance will be unduly delayed by failure to make award promptly;
• A prompt award will otherwise be advantageous to the Owner.
If the award is made, regardless of a protest, the award must be documented in the file, explaining the basis for the
award. Written notice of the decision to proceed shall be sent to the protester and others who may be concerned.
The Owner retains the right to enter any contract, and nothing herein shall be construed to limit that authority in any
manner.
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VII. PROPOSER QUESTIONNAIRE
Page 1 of 4
INSTRUCTIONS: Proposer must submit this completed form to the Owner with Proposal. If the Owner requires further description, the
Owner may request Proposer to provide such information within a mandatory due date. Failure to submit this form fully complete may
result in disqualification of Proposal.
PROPOSER INFORMATION
Proposer’s Legal Name:
Company’s dba: (if applicable)
CEO/President
Name: ____________________________________________________________________________________
Business
License No.
UBI No.
Federal
EIN No.
Credit Cards (Visa) accepted?
Yes____ No____
Phone ( ) Toll Free Phone ( )
FAX ( ) E-Mail Address
Mailing Address
City State Zip + 4
Physical Address
City State Zip + 4
Name the person to contact for questions concerning this proposal.
Name Title
Phone ( ) Toll Free Phone ( )
FAX ( ) E-Mail Address
Mailing Address
City State Zip + 4
Physical Address
City State Zip + 4
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PROPOSER:
___________________________________
PROPOSER QUESTIONNAIRE
Page 2 of 4
OWNERSHIP
Is your firm a subsidiary, parent, holding company, or affiliate of another firm? Yes: No:
Please explain:
FINANCIAL RESOURCES AND RESPONSIBILITY
Within the previous five years, has your firm been the debtor of a bankruptcy? Yes: No:
Please explain
Is your firm in the process of or in negotiations toward being sold? Yes: No:
Please explain
Within the previous five years, has your firm been debarred from contracting with any
local, state, or federal government contract? Yes: No:
Please explain
Within the previous five years, has your firm been determined to be a non -responsible
bidder for a proposal for any government contract? Yes: No:
Please explain
Within the previous five years, has a governmental or private entity terminated your
firm’s contract prior to contract completion? Yes: No:
Please explain
Within the previous five years, has your firm used any subcontractor to perform work
on a government contract when that subcontractor had been debarred by a
governmental agency? Yes: No:
Please explain
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PROPOSER:
______________________________________
PROPOSER QUESTIONNAIRE
Page 3 of 4
DISPUTES
Within the previous five years, has your firm been the defendant in court on a matter related to any of the following?
• Payment to subcontractors? Yes: No:
Please explain
• Work performance on a contract? Yes: No:
Please explain
Does your firm have any outstanding judgments pending against it? Yes: No:
Please explain
Within the previous five years, has your firm been assessed liquidated damages
on a contract? Yes: No:
Please explain
Has your firm received notice of and/or in litigation about patent infringement for
the product and/or service that your firm is offering to the County? Yes: No:
Please explain
COMPLIANCE
Within the previous five years, has your firm or any of its owners, partners, or
officers, been assessed penalties or found to have violated any laws, rules, or
regulations enforced or administered by a governmental entity? This does not
include owners of stock if your firm is a publicly traded corporation. Yes: No:
Please explain
License(s) are required to perform the services sought by this solicitation. Within
the previous five years, has your firm had a license suspended by a licensing
agency or been found to have violated licensing laws? Yes: No:
Please explain
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PROPOSER: ______________________________________
PROPOSER QUESTIONNAIRE
Page 4 of 4
BUSINESS INTEGRITY
Is a governmental entity or public utility currently investigating your firm for false
claims or material misrepresentations? Yes: No:
Please explain
Within the previous five years, has a governmental entity or public utility
determined your firm made a false claim or material misrepresentation? Yes: No:
Please explain
Within the previous five years, has your firm or any of its owners, partners or
officers been convicted of a crime involving the bidding on a government contract,
the awarding of a government contract, the performance of a government contract,
or of a crime of fraud, theft, embezzlement, perjury, bribery? This does not include
Owners of stock if your firm is a publicly traded corporation. Yes: No:
Please explain
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VIII. PROPOSER REFERENCES
Provide three (3) references for organizations with whom your company has provided similar services over the last three (3) y ears.
Include a clear and concise description of the project.
The Owner will determine which, if any, references are contacted to assess the quality of work performed. The results of any reference
checks will be provided to the Selection Team for this RFP and will be used when scoring the written proposal.
1) Company Name
Address (include Zip + 4)
Contact Person Phone No.
Describe experience with reference
2) Company Name
Address (include Zip + 4)
Contact Person Phone No.
Describe experience with reference
3) Company Name
Address (include Zip + 4)
Contact Person Phone No.
Describe experience with reference
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ATTACHMENT A – SAMPLE INSURANCE
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ATTACHMENT B - SAMPLE CONTRACT
Excluded
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ATTACHMENT C – SAMPLE INVOICE
Sample provided is what is currently in use. Modifications may be made with the awarded vendor.
Page 1 of 3
CITY OF YAKIMA PURCHASING DIVISION
• 129 North 2nd Street Yakima, Washington 98901 (509) 575-6093
March 2, 2026
Dear Sir or Madam:
Subject: RFP 12605P Utility Bill Printing & Bulk Mailing
Addendum No. 1 – Questions/Answers and Amendment RFP Specifications
Questions: (Received and posted through Public Purchase)
1. Weekly or Daily production? The RFP Scope of Services item E says weekly but the Public Purchase -
Description section says Daily. Which is it?
Answer: Answered via amendment below
2. Also how is the data for the bills delivered. Are you sending pre-formatted PDF files or raw data? What utility
billing software system are you using?
Answer: How data is sent - PDF pre-formatted files
Software - Cayenta
3. Please share the City’s current vendor, and contract pricing for both postage and services.
Answer: Current Vendor - Infosend
Current Pricing is as follows:
$0.061 Data Processing/Print/QC/Mail Prep Service
$0.0155 8.5 x 11 Forms
$0.025 Standard #10 Outgoing Envelope
$0.022 Standard #9 Return Envelope
Other Pricing and Misc. Fees:
$0.19 9 x 12 Large Flat Envelope
$0.30 Multiple Page Mail Piece Surcharge
$0.30 Address Update
$0.015 Print Image Archiving - 12 months Retention
4. Regarding Section III. Preparing and submitting a proposal: Tab 4 instructs respondents to provide
responses specified in Section IV, No's 3 & 4. Is the City not requiring written responses to Sections 1
and 2 of IV. Proposal Requirements?
Page 2 of 3
Answer: Item numbers 1 & 2 include the scope of services that outline the services the city is
requesting. Amendment has been included in #3 below.
Amendment to RFP Specifications:
1. C. Annual Volume* (page 12 of RFP specifications)
The City of Yakima mails out approximately 200,000 utility bills and 70,000 utility notices.
192,000-210,000 is the average annual number of billings. Billings go out every day but due to the
cycle size the number of bills varies each month from approximately 1,200 bills to about 7,500.
Monthly quantity may increase if the City elects to change from bi-monthly billing to monthly billing.
Amendment:
C. Annual Volume*
The City of Yakima mails approximately 200,000 utility bills and 70,000 utility notices each year. The
average annual number of billings ranges from 192,000 to 210,000. Billings are sent out daily, as the
City bills by cycles and handles any off-cycle billings as needed. Due to the size of each cycle, the
number of bills issued each month varies from approximately 1,200 to 7,500. Monthly volumes may
increase if the City chooses to move from bi-monthly to monthly billing.
2. E. Weekly Billing (page 12 of RFP specifications)
The City of Yakima currently generates and mails bills & statements daily.
Amendment:
E. Daily Billing
The City of Yakima currently generates and mails bills & statements daily.
3. Tab 4 – Response to Mandatory Proposer Qualifications & Contract Performance Requirements
Provide a point-by-point response to each requirement specified in Section IV, No’s 3 & 4 of this RFP.
Responses to requirements must be in the same sequence and numbered as they appear in this RFP.
Responses that fail to meet the mandatory proposer qualifications shall be deemed non-responsive.
Responses to this section will be scored.
Amendment:
Tab 4 – Response to Proposal Requirements, Sections 1-4
Provide a response for requirements specified in Section IV, No’s 1 & 2 of this RFP. Indicate which
requirements, if there are any, that you are unable to meet and provide a reason. Or provide a statement
that all requirements can be met.
Provide a point-by-point response to each requirement specified in Section IV, No’s 3 & 4 of this RFP.
Responses to requirements must be in the same sequence and numbered as they appear in this RFP.
Responses that fail to meet the mandatory proposer qualifications shall be deemed non-responsive.
All responses to sections 1-4 will be scored.
4. Evaluation Criteria
The proposals will be scored using the following criteria:
Page 3 of 3
#
Description
Max
Points
1 Scope of Services & Project
Deliverables
20
Mandatory Proposer Qualifications 15
2 Mandatory Contract Performance
Requirements
15 25
3 Methodology 15 25
4 General Requirements 10
5 Cost (weighted score) 25
6 Reference Pass/Fail
TOTAL POSSIBLE POINTS 100
Please acknowledge receipt of this addendum on the Cover Sheet, page two (2), of the RFP document.
If you have any questions, please contact me at (509) 576-6696.
Sincerely,
Christina Payer, CPPB
Buyer II - City of Yakima Purchasing
CC: Anabel Chavez, Utility Customer Services Manager
Vanesa Sanchez, Utility Services Supervisor
File
EXHIBIT B – NEGOTIATED PRICING AND CONTRACTOR’S PROPOSAL
EXHIBIT B – Negotiated Pricing:
1. Batch Fee $5.00 per mailing batch under 200 mail pieces
Negotiated to: $2.20 per mailing batch under 100 pieces
InfoSend, Inc. Response to:
City of Yakima, Washington
Request for Proposal #12605P
Utility Bill Printing and Bulk Mailing Services
Due: March 19, 2026
Time: 2:00 PM PT
Prepared For: City of Yakima Utility Services
Attn: Christina Payer, CPPB - Buyer II
129 N 2nd Street
Yakima, WA 98901
Provided By: Kelly Law Robert Crawford
Territory Sales Manager Territory Sales Manager
O: 800.955.9330 x 242 O: 800.955.9330 x 364
M: 949.566.3891 M: 714.795.7974
kelly.l@infosend.com robert.c@infosend.com
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
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Tab 1 - Table of Contents
Provide a table of contents for the Proposal.
Tab 1 - Table of Contents ____________________________________________________________________________ 2
Tab 2 - RFP Cover Sheet ______________________________________________________________________________ 3
Tab 3 - Transmittal Letter ____________________________________________________________________________ 4
Tab 4 - Response to Mandatory Proposer Qualifications & Contract Performance Requirements ___________________ 7
1. Scope of Services _______________________________________________________________________________ 7
2. Project Plan and Deliverables _____________________________________________________________________ 9
3. Mandatory Proposer Qualifications _______________________________________________________________ 10
4. Mandatory Contract Performance Requirements ____________________________________________________ 11
Tab 5- Response to Methodology and General Requirements ______________________________________________ 17
5. Methodology _________________________________________________________________________________ 17
6. General Requirements _________________________________________________________________________ 40
Tab 6 – Sample Contract and Terms and Conditions ______________________________________________________ 52
Tab 7 – Required Forms _____________________________________________________________________________ 53
Proposer Questionnaire __________________________________________________________________________ 53
Proposer References _____________________________________________________________________________ 57
Certificate of Insurance ___________________________________________________________________________ 58
Tab 8 - Cost Proposal as identified in Section V __________________________________________________________ 59
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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Tab 2 - RFP Cover Sheet
Complete and sign the Cover Sheet, which is page 2 of this RFP solicitation.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
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Tab 3 - Transmittal Letter
The transmittal letter must be written on the Proposer’s official business stationery and signed by an official
authorized to legally bind the Proposer. Include in the letter:
March 19, 2026
City of Yakima Utility Services
Attn: Christina Payer, CPPB - Buyer II
129 N 2nd Street
Yakima, WA 98901
Re: Request for Proposal #12605P - Utility Bill Printing and Bulk Mailing Services
To the Review Team:
InfoSend, Inc. is pleased to present this response to the City of Yakima. InfoSend is honored to have served the City of
Yakima for 8 years as its incumbent vendor for utility bill printing and mailing services. Founded in 1996, we are a privately
held California corporation with a mission to provide the best possible Customer Communications Management (CCM)
platform while maintaining a client-focused company culture. Now delivering more than 300 million print and electronic
documents annually across multiple channels, InfoSend proudly maintains an industry-best client retention and
satisfaction rate.
InfoSend has never accepted investment from Private Equity or Venture Capital firms. The company was founded with
capital provided by its CEO, and all growth since has been funded through bank financing and reinvested profits. This
consistent ownership structure has given our clients a uniquely stable, long-term partner.
For more than 30 years, our focus has been delivering high-quality service and support that foster enduring client
relationships. While many competitors pursue rapid market share by pricing services at or near cost—only to later sell to
investment firms—InfoSend has taken a different path. We offer competitive yet sustainable pricing, ensuring quality
service, minimal risk of ownership change, and protection from the service declines that often follow cost-cutting by new
owners.
InfoSend provides a comprehensive outsourced bill printing, mailing, and eBilling/payments setup to over 900 clients
nationwide. InfoSend’s team is confident that our offering and benefits presented herein will continue to provide the City
of Yakima and its customers with the greatest value in the market today. InfoSend meets or exceeds the requirements
specified in the scope of work, and additional to quoting services pertaining to the requirements we have also included
supplemental information about our processing setup, data security, and bill print/mail solution. InfoSend has five
production facilities strategically positioned across the country. We propose to continue to provide print and mail services
for the City of Yakima from our Anaheim, California facility without the use of subcontractors for any portion of the
production, including disaster recovery.
1) Name and title of Proposer representative;
Primary RFP Contact: Kelly Law, Territory Sales Manager
Alternative RFP Contact: Robert Crawford, Territory Sales Manager
President/Authorized Signatory: Russ Rezai
2) Name, physical and mailing address of company;
Vendor Name: InfoSend, Inc.
Physical & Mailing Address: 4240 E. La Palma Ave., Anaheim, CA 92807
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3) Telephone number, fax number, and email address;
General Phone: 800.955.9330
Fax: 714.993.1306
General Email: sales@infosend.com
Kelly Law – Primary RFP Contact
Office: 800.955.9330 x 242
Mobile: 949.566.3891
Email: kelly.l@infosend.com
4) RFP number and title;
Request for Proposal #12605P - Utility Bill Printing and Bulk Mailing Services
5) A statement that the Proposer believes its Proposal meets all the requirements set forth in the RFP;
InfoSend believes that our proposal meets all the requirements set forth in the RFP.
6) A statement acknowledging the Proposal conforms to all procurement rules and procedures articulated in
this RFP, all rights terms and conditions specified in this RFP;
This InfoSend proposal conforms to all procurement rules and procedures articulated in this RFP, all rights terms and
conditions specified in this RFP.
7) A statement that the individual signing the Proposal is authorized to make decisions as to the prices quoted
and that she/he has not participated and will not participate in any action contrary to the RFP,
Russ Rezai, InfoSend President and Authorized Signatory, is authorized to make decisions as to the prices quoted and has
not participated and will not participate in any action contrary to the RFP.
8) A statement that the Proposer will be making a number of representations outside of its formal Proposal
document in, possibly, discussions, presentations, negotiations, demonstrations, sales or reference material
and other information-providing interactions and as such hereby warrants that the Owner can rely on these
as inducements into any subsequent contract, and be made a part thereof;
InfoSend so states.
Key Advantages of InfoSend
• Working with City of Yakima since 2018
• 145 Harris ecosystem clients, with 12 currently using Cayenta CIS
• Company culture prioritizes client satisfaction, leading to industry best client retention and satisfaction rate.
• Over 230 employees across multiple states, with high employee retention ensuring clients are handled with consistent
knowledge and care.
• Wholly owned and operated out of 5 regional production facilities. We never use subcontractors to sub excess printing
volume out to other vendors.
• Specializes in supporting more than 750 utility clients nationwide, out of our 900+ clients.
• As a corporate partner of Harris Computer Systems, we consistently work with the data from all of their business units, one
of which is Cayenta. We are proud to serve over 145 Harris customers, 12 of those using Cayenta.
• 30+ years of expertise working with the USPS, guaranteeing the lowest cost presort and most efficient setup, never marking
up postage from USPS rates.
• Excellent account management tools and personnel with continued attention to cost savings.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
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• No need to order preprinted stock, due to our full color duplex variable printing capabilities and customer targeted messaging.
• We manufacture our own #10 outgoing and #9 return envelopes.
• Capacity to handle both high-volume and low-volume, specialized print and mailing requests with fast turn-around times.
• PCI DSS Level 1 Compliant and SOC 2 Type I & II Audited as well as other regulatory compliance.
Summary
The InfoSend solution is a complete, proven technology practice that includes print/finish/mail services, and an enhanced
print and delivery process. InfoSend provides unparalleled technical support, based on our proven experience and
significant investment in staff and R&D roadmap. We believe that efficiencies can be improved by introducing new
thoughts and ideas. We are proud to say that in 30+ years we have never had a public agency client discontinue services
with InfoSend due to programming, production, quality, customer service, or operational issues. We think that makes us
pretty unique in our industry.
InfoSend's Customer Communications Management (CCM) platform distributes critical documents across multiple
channels, including InfoSend's own manufacturing environments in Texas, California, Illinois, Florida, and Massachusetts
for Data Processing, Printing and Mailing (DPPM). Our cloud-based, Software as a Service (SaaS) approach allows InfoSend
to refine offerings without client-side installed software or maintenance, as well as providing for flexible integrations to
existing systems or vendors.
InfoSend is capable and eager to meet the requirements as laid out in this proposal, leveraging our experience and focus
on client satisfaction. Further, the commitment to evolving the services ensures that a partnership with InfoSend will help
your organization evolve with the continually changing landscape of consumer communication, interaction, and
payments.
Thank you for the opportunity.
Russ Rezai Kelly Law Robert Crawford
President Territory Sales Manager Territory Sales Manager
russ.r@infosend.com kelly.l@infosend.com robert.c@infosend.com
Office: 714.993.2690 Office: 800.955.9330 x 242 Office: 800.955.9330 x 364
Mobile: 949.566.3891 Mobile: 817.800.2199
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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Tab 4 - Response to Mandatory Proposer Qualifications &
Contract Performance Requirements
Provide a point-by-point response to each requirement specified in Section IV, No’s 3 & 4 of this RFP.
Responses to requirements must be in the same sequence and numbered as they appear in this RFP.
Responses that fail to meet the mandatory proposer qualifications shall be deemed non-responsive.
Responses to this section will be scored.
Update per Addendum 1:
Amendment:
Tab 4 – Response to Proposal Requirements, Sections 1-4
Provide a response for requirements specified in Section IV, No’s 1 & 2 of this RFP. Indicate which
requirements, if there are any, that you are unable to meet and provide a reason. Or provide a statement
that all requirements can be met.
Provide a point-by-point response to each requirement specified in Section IV, No’s 3 & 4 of this RFP.
Responses to requirements must be in the same sequence and numbered as they appear in this RFP.
Responses that fail to meet the mandatory proposer qualifications shall be deemed non-responsive.
All responses to sections 1-4 will be scored.
InfoSend meets this requirement.
InfoSend has provided responses to Section IV, No’s 1 & 2 and Section IV, No’s 3 & 4 as described above. InfoSend meets
or exceeds the mandatory proposer qualifications.
IV. PROPOSAL REQUIREMENTS
The Proposer must satisfy the following requirements in Section IV, 1 - 6 at no additional cost to the Owner.
Provide a point-by-point response and/or submit requested information to each requirement specified
below. Responses to sections 3-6 will be scored.
Responses that fail to meet the mandatory requirements shall be deemed non-responsive.
If Proposer feels the Mandatory Proposal Requirements are proprietary, contact the Buyer listed on the Cover
Sheet to determine if requirements should be changed.
1. Scope of Services
A. Printing and Mailing of Daily Utility Bills
Services for the City of Yakima Utility Services Division include delinquent notices and individual images
envelope stock, printing and mailing services, and bill inserts as required, conforming to RFP specifications.
InfoSend supports this requirement.
B. Holidays/Business Days
“Business Day" shall mean everyday Monday through Friday, excluding the date for the observance of the
following federal holidays:
• New Year’s Day • Labor Day
• Martin Luther King Jr. Day • Veteran’s Day
• President’s Day • Thanksgiving Day
• Memorial Day • Day After Thanksgiving Day (city holiday in lieu of Columbus Day)
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• •
•
InfoSend supports this requirement.
C. Annual Volume*
The City of Yakima mails out approximately 200,000 utility bills and 70,000 utility notices.
192,000-210,000 is the average annual number of billings. Billings go out every day but due to the cycle size
the number of bills varies each month from approximately 1,200 bills to about 7,500. Monthly quantity may
increase if the City elects to change from bi-monthly billing to monthly billing.
*Actual printed quantities will vary depending on customers’ interest in paperless statement options.
The statements and notices will be sent on any business day to the Contractor for processing, via a File
Transfer Process or equivalent application.
Update per Addendum 1
Amendment:
C. Annual Volume*
The City of Yakima mails approximately 200,000 utility bills and 70,000 utility notices each year. The average
annual number of billings ranges from 192,000 to 210,000. Billings are sent out daily, as the City bills by cycles
and handles any off-cycle billings as needed. Due to the size of each cycle, the number of bills issued each
month varies from approximately 1,200 to 7,500. Monthly volumes may increase if the City chooses to move
from bi-monthly to monthly billing.
InfoSend supports this requirement.
D. Description of Stock
The statements and notices will be a 24 lb. paper stock, 8 ½" X 11" double sided form and the utility bills will
have a perforation on the bottom for return coupon. The customer return coupon will measure nominally
3½” 8 ½". The mailing envelopes will be number 10 window, with The City of Yakima Utility Accounts Division
mailing address printed on the envelope and customer return envelopes will be windowed, number 9 with
City of Yakima Utility Accounts P.O. Box printed for remit to address.
• A sample statement has been provided as “Attachment C” at the end of the RFP document.
Inserts will typically be a flat single sheet of paper measuring nominally 8 ½” x 11” in size or may be designed
as needed.
InfoSend supports this requirement.
E. Weekly Billing
The City of Yakima currently generates and mails bills & statements daily.
Update per Addendum 1:
Amendment:
E. Daily Billing
The City of Yakima currently generates and mails bills & statements daily.
InfoSend supports this requirement.
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F. Confidentiality of Information
Contractor will maintain the confidentiality of all information provided by the City of Yakima or acquired in
the performance of this job, including all account information.
InfoSend supports this requirement.
2. Project Plan and Deliverables
This project includes, but is not limited to, the following:
Task Category Required Deliverables/Functionality and Services
Set Up Includes discovery; set up of documents, data, and software; testing.
Implementation & Production
inserting; labeling; sorting services for mailing; mailing & tracking
through delivery.
changes; cost containment; quality control; form updates; follow up
on Invalids; reporting.
InfoSend does not require an implementation project to continue operations on behalf of the City of Yakima. That said, if
an implementation was necessary, our process would track as outlined above. InfoSend’s implementation focuses on the
following key phases:
Requirements Gathering
The project is started with a dedicated Account Manager assigned to the project. The Account Manager acts as the
primary point of contact with clients while working with all internal InfoSend programming and operations staff, and will
chair a recurring (often weekly) implementation meeting with the client's key staff. InfoSend, as a cloud-based solutions
provider, engages clients in implementation and support via phone, email and web-based tools, including web-browser
screen sharing. All setup, training and request tracking is provided virtually using industry standard tools. Critical
communications sent to or received from clients during the implementation are centrally archived in the InfoSend CRM
system, ensuring all aspects are documented and the implementation can continue should the primary resources be out
of the office. The Account Manager establishes key milestones and completes standardized steps in the InfoSend
implementation plan. The process includes requirements gathering and analysis of the application to be developed,
including a data mapping exercise, resulting in a Statement of Work (SOW) for client approval.
Application Build
Once the SOW is approved, the application undergoes development and configuration. Prior to completion of
development, the application is reviewed by a secondary Account Manager or member of the IT management group to
ensure that no task was left undone or done incorrectly. Sample output is produced and checked by InfoSend Quality
Control; automated Quality Control methods are configured within processing.
Samples, Parallel Testing, and Training
During the last phase of the implementation, output and application web access is provided to clients for User Acceptance
Testing (UAT). Once the application build is validated and accepted by the client, the application is put into Parallel Testing
mode. During this time clients are encouraged to transfer copies of live data to InfoSend to be automatically processed
and output for review, simulating go-live. Clients check the web application and output to ensure that it is satisfactory and
any requested revisions will be completed before go-live. Any payment related applications are tested to ensure payment
deposits are received and reconciled. Clients are also trained on how to use InfoSend tools and reporting to support the
application at this time.
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3. Mandatory Proposer Qualifications
Responses to each requirement must indicate that the Proposer either “does comply” with the requirement
or “does not comply”. No explanation is required, as non-compliance with any of the following requirements
will result in proposal rejection and remove that Proposal from further consideration.
a. Proposer must have at least three (3) years of experience in successful bulk printing and mailing services.
InfoSend complies with this requirement, and is proud to have been the City of Yakima’s printing and mailing vendor for
utility billing since May 2018. InfoSend has 30 years of experience, having provided business process outsourcing services
since 1996, handling the processing and distribution of over 300 million critical documents annually for industries
throughout the United States. Utilizing the most current technology, InfoSend's Customer Engagement platform offers a
single source provider to reach customers with effective and timely interactions.
b. Staff involved within the scope of this project must have at least five (5) years of experience in this area.
InfoSend complies with this requirement.
Please refer to 6. General Requirements - b. Staff Qualifications for evidence of the same.
c. At least one Mail Design Professional shall be on staff to provide contract oversight.
InfoSend complies with this requirement.
Matt Schmidt, InfoSend COO, is a certified USPS Mail Design Professional. His certificate of completion has been provided
below.
d. Proposer must be a USPS certified Full-Service IMb mailer. Provide certification with proposal.
InfoSend complies with this requirement.
InfoSend manages USPS compliance by maintaining regulatory and processing standards as a Full-Service provider of the
USPS, and is a USPS Seamless Acceptance provider for verifying mail electronically for acceptance. InfoSend meets all mail
piece design standards for document design internally as well as maintains USPS business relationship account status with
the USPS. InfoSend maintains USPS quality data compliance utilizing USPS approved CASS/Pave, presorting and move
update software (BCC Software) to perform address hygiene, achieves optimal postal discounts and applies move updates
along with associated reporting.
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4. Mandatory Contract Performance Requirements
Responses to each requirement must indicate that the Proposer either “does comply” with the requirement
or “does not comply”. No explanation is required, as non-compliance with any of the following requirements
will result in proposal rejection and remove that Proposal from further consideration.
InfoSend confirms full compliance with the following requirements. Where appropriate, we have provided supplementary
information to offer the City additional context and clarity regarding our processes.
a. Mail shall be sent First Class.
InfoSend complies with this requirement.
b. No mark-up is allowed on postage.
InfoSend complies with this requirement.
The current postage rate is $0.593 which reflects the July 2025 increase from the USPS. This price is based on qualified
pieces for the presorted first-class automated 5-digit rate. Since InfoSend bills postage as a true pass-through cost and
passes on to the Client the Full-Service IMb discount of $0.005 per qualified piece, the current final rate for qualified pieces
is $0.588.
c. Postage must be itemized on invoices.
InfoSend complies with this requirement.
d. Mail must be PAVE presorted to mail at the Full-Service IMB lowest rates and in accordance with all USPS
requirements for securing automation rate postage. All postage discounts must be passed along to the City
as a straight pass through without any markup.
InfoSend complies with this requirement.
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e. Must be able to communicate with USPS Postal One Program Software.
InfoSend complies with this requirement.
f. Full service IMb preparation is required.
InfoSend complies with this requirement.
g. USPS documented proof of mailing date shall be provided with invoices (IMb Trace).
InfoSend complies with this requirement.
h. USPS notice must be provided to the City if any mailing is rejected.
InfoSend complies with this requirement.
i. 2D technology and barcoding shall be used.
InfoSend complies with this requirement.
Both 2D barcodes and OMR lines are added to our processed documents for use on our intelligent inserting machinery.
j. Contractor must conduct SOC audits.
InfoSend complies with this requirement.
InfoSend Regulatory Compliance Highlights
InfoSend is committed to providing secure and reliable services to clients across an array of industries. InfoSend’s systems
and processes are currently subject to the rules and regulations of multiple laws and or audit types:
• PCI Level-1 Certification
• HIPAA Compliance
• SSAE18 SOC 1 & 2 audit and reporting
• Gramm-Leach-Bliley Act (GLBA) Compliant
• FACTA Red Flag Rules (Identity Theft Prevention) Compliant
InfoSend Regulatory Compliance
InfoSend serves clients by providing the distribution of customer correspondence via mail, Web, and other channels.
Physical infrastructure, data and computing environment security and safety are of great importance. InfoSend’s systems,
security processes, and practices are currently subject to the rules and regulations of multiple laws and audit types:
Payment Card Industry Data Security Standard (PCI DSS)
Health Insurance Portability and Accountability Act (HIPAA)
SSAE18 Auditing with SOC 1 & 2 Reporting
AICPA certified firm to produce SOC reports.
Gramm-Leach-Bliley Act (GLBA)
services to clients covered by GLBA.
Fair and Accurate Credit Transactions Act of 2003 (FACTA)
covered by FACTA must follow. This includes maintaining an Identity Theft Prevention Program (ITPP).
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SOC 1 Type 2 & SOC 2 Type 2 Certificates
k. Changes and modifications shall be included in set-up cost.
InfoSend complies with this requirement.
Initial design is part of our implementation process. After initial implementation, should the City elect to make additional
changes to the statements, InfoSend’s Client Change Management process has you covered. InfoSend does have a
standard professional services hourly rate. This rate is only applicable for requested changes after project go-live and will
be quoted upon request. InfoSend never performs work requiring professional services hours without first obtaining client
authorization.
Client Application Change Management Highlights
• Dedicated Account Manager ensures client application specific knowledge and expertise.
• All aspects of client application change requests and project history logged within InfoSend CRM.
• Account Manager builds Statement of Work (SOW), accurately capturing scope for client sign off.
• Changes made and tested within a dedicated development environment, with source control check-in.
• Transparently tracked project, with samples and mockups provided to the client for sign off.
• Strict deployment procedure, which includes options for detailed sample review on the first live run.
Client Application Change Management
InfoSend's Client Services team is experienced in assisting clients with change requests that range from quick document
updates through complex conversions that affect the underlying data and complete document design. Throughout the life
of the application, InfoSend's dedicated Account Manager will remain the point of contact, providing client-specific insight
and knowledge to ensure change requests are handled with expertise and first-hand experience. InfoSend maintains a
tightly controlled Client Application Change Management program to ensure accuracy, quality, and timeliness of changes
to output.
InfoSend's manages changes to client applications with the following controls:
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• Requirements Gather: The client request is logged in the InfoSend internal CRM tool by the dedicated Account Manager.
Required assets such as mockups and example data files are gathered from the client, if required, to ensure the scope is
defined.
• Scoping and Statement of Work (SOW): The Account Manager reviews the request internally and defines a scope with the
assistance of the InfoSend IT programmer assigned to the project. Once a scope is determined, InfoSend will present the
client with a Statement of Work (SOW), which will include the Professional Services hours (PS) and timeline to delivery.
InfoSend's change request delivery times vary based on the scope:
1 PS Hour – Up to 3 business days
2-3 PS Hours – Up to 4 business days
4-5 PS Hours – Up to 6 business days
6-10 PS Hours – Up to 2 calendar weeks
11-20 PS Hours – Up to 5 calendar weeks
21-30 PS Hours – Up to 8 calendar weeks
> 30 PS Hours – TBD based on requirements and scope of work
*InfoSend does not bill for changes that require under 1 PS Hour
• Application Build, Testing, Tracking: Upon client approval of the SOW, the change request enters the InfoSend queue and
works begins according to the timeline. The changes are built, approved with the following milestones:
o Project Tracking: Depending on the scope of the change request, a project tracking document may be utilized to
ensure all scope items are monitored, reviewed and approved by the client.
o Development Environment: Changes are made by the InfoSend programmer in a controlled, separated development
environment, using code source control.
o Sample Review and Approval: InfoSend's dedicated Account Manager reviews samples, and if acceptable provides
them for Client review, feedback and sign off. If a project tracking doc was utilized, all open scope items are reviewed
individually with the client prior to approval.
• Deployment: Client approval is logged in the CRM tool, and the code deployment is scheduled. Code changes are checked in
and deployment to production is performed by authorized personnel. For projects where output was completely redesigned,
InfoSend's Account Manager is required to complete a First Live run review, and complete a Go Live checklist to ensure
accuracy. At client discretion, InfoSend may also enable Sample Approval workflow for the client to review the first live run
prior to release to customers.
l. 24 lb. paper shall be used.
InfoSend complies with this requirement.
InfoSend's standard bill stock is 24 lb. white bond with a minimum 96 brightness.
m. Windowed reply envelopes shall be used.
InfoSend complies with this requirement.
InfoSend standard return #9 single window envelopes are predominantly manufactured and stocked by InfoSend.
• Envelope Name: ENV-INF-#9
• Type: #9 ENVELOPE
• Height: 3.875 in.
• Width: 8.875 in.
• Window(s): #9 Single Window
• Dimension(s): 1 1/4 x 4 Position Left: 4 1/2 Bottom: 1/2
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InfoSend Standard #10 and #9 Envelopes
InfoSend is proposing our standard envelopes.
Our standard and reliable outgoing #10 and return #9 envelopes are predominantly manufactured and stocked by
InfoSend and have strategically placed windows which allow client logos to be visible for the customer prior to opening,
as well as tinting to ensure data privacy.
For all clients that use standard envelopes, InfoSend’s standard double window #10 and single window #9 envelopes are
sustainably produced and are provided at no additional cost to clients. The Sustainable Forestry Initiative ensures
materials are sourced from sustainably managed forests. Please visit www.sfiprogram.org for more information.* Finally,
InfoSend, by default, will implement the Full-Service Intelligent Mail barcode within client documents produced, saving
clients many thousands of dollars in postage costs.
Standard #10 Envelope
Standard #9 Envelope
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n. 600x600 DPI and/or laser printing shall be used.
InfoSend complies with this requirement.
Our baseline print image quality for transactional documents such as statements and invoices is 600 x 600 DPI. As an
option, InfoSend offers enhanced image quality using high-definition pigment ink & variable drop sizes to achieve a
perceived 1200 x 1200 DPI image quality. Pricing for 1200 x 1200 DPI is available upon request.
o. House holding/grouping shall be done when there is an exact name/address match.
InfoSend complies with this requirement.
InfoSend has default workflow to “household” into one envelope all statements destined for one mailing address reducing
both the number of envelopes and inserts that are used.
p. CASS certification rate shall be a minimum of 97-98%
InfoSend complies with this requirement.
q. NCOA verification is required – pull disqualified mailer out of batch and notify.
InfoSend complies with this requirement.
From our understanding of this scope item, we believe you are asking for vendors check for NCOA updates within a billing
batch, suppress all records for which there is a hit, and then report this detail to the City. If our understanding is correct,
we can support this capability within the scope of our current setup. InfoSend also has the ability to configure the of a
“disqualified” piece if needed, e.g.: an update older than 24 months would be suppressed, but more recent updates are
released. We're looking forward to further discussing the City's desired setup to make sure that our expectations align.
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Tab 5- Response to Methodology and General Requirements
Provide a point-by-point response to each requirement specified in Section IV, Nos. 5 & 6 of this RFP.
Responses to requirements must be in the same sequence and numbered as they appear in this RFP.
Responses to this section will be scored.
InfoSend meets this requirement.
InfoSend has provided point-by-point responses to each requirement specified in Section IV, No's 5 & 6 of this RFP in the
same sequence and numbered as they appear in the same.
5. Methodology
The purpose of this section is to provide the Owner with an understanding of how services will be performed
under this contract. Responses to this Section will be scored.
a. Describe your methods for providing individual statement images in a savable and user search friendly
format.
InfoSend provides multiple archiving options. Currently, the City is utilizing InfoSend’s Print Image Archive service, with 12
months of retention. The City has the option of increasing its retention period, and also has the option of integrating
InfoSend’s Print Image Archive with Paymentus for electronic bill presentment/document history. InfoSend recommends
this option if the City’s current online bill pay portal is not including exact-replica PDFs of documents as they are printed
and mailed. This integration also allows InfoSend to present electronic inserts alongside customer archives.
Our archiving services are as follows:
InfoSend Archiving Services
InfoSend's Customer Communications Management (CCM) platform offers a robust, secure and redundant archive service
that clients can rely upon to access documents rendered, modified or processed by InfoSend. InfoSend has built a flexible
set of options to ensure clients and their customers can access documents in the context that they prefer, including in
existing CIS/ERP or billing applications. InfoSend offers PDF delivery and hosted models.
With all options, InfoSend is capable of including the insert communications as additional pages in the PDF (eInserts),
ensuring clients and their customers are viewing the complete document which was distributed.
1. Delivery via Final Doc Transfer (FDT): For clients who prefer to store and host PDFs within another software
environment, InfoSend is able to deliver the PDFs via Final Doc Transfer in the following ways:
• Secure FTP Transfer: Upon batch completion by InfoSend, a PDF file of the batch will be sent via secure FTP to the client with
a companion XML index file containing standard details of the PDF batch (account #, PDF page number, etc.).
• Custom Secure FTP Transfer: Upon batch completion by InfoSend, the PDF data can be delivered in a complete batch or
broken down and sent as one PDF file per account or document. In addition, InfoSend can match PDF file naming conventions
or provide index data in a specified format. InfoSend will work with the client to define the workflow, and fees may apply
depending on complexity.
2. Hosted via Print Image Archive (PIA): For clients who prefer to outsource the storage and only retrieve PDF documents
on demand, InfoSend provides two ways to view documents via the Print Image Archive:
1. Search via the InfoSend Portal: Upon batch completion, InfoSend will archive the documents for the client to retrieve on
demand from a web interface. By logging into the InfoSend Portal, client representatives can access the archive and search
for documents according to standard criteria such as account number or date. In addition, InfoSend provides up to 5 custom
search fields, specific to the client's data (examples: “bill cycle” or “notice ID”). Documents can be viewed on screen,
downloaded to the desktop or emailed.
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2. Web Services Integration: Upon batch completion, InfoSend will archive the documents for the client to retrieve on demand
via an encrypted API query string. This secure option is best suited for clients who have the capacity to integrate the InfoSend
archive into a software package on their end. This web interface allows outside solutions to perform document presentment
within their own application framework without having to host an archive.
Mail Tracking: All clients using the hosted Print Image Archive from InfoSend are automatically given Mail Tracking. With
Mail Tracking, the USPS data is provided via the IMb Tracing™ service, where all qualified mail with an Intelligent Mail
Barcode that is scanned at a sort facility is logged. This data provides insight into the estimated delivery time frame of mail
to the customer. Only available with mail sent using 1st Class Postage, and not available in some cases with postcard
mailings.
Example PIA Search Screen with Mail Tracking Results:
Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inbound mail from customers
utilizing an included remittance stub in the outbound mail. With Remit Tracking, clients will be able to see when a customer
responded to the original mail piece, as well as get a daily report of inbound mail with an estimated value of payment
remittances based on the outbound mail, assisting with cashflow expectations.
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b. Describe your methods, innovation and techniques used to explore, develop, control and accomplish work
of Billing Services.
InfoSend Data Process Flow
InfoSend's Customer Communications Management (CCM) platform is designed to securely and efficiently accept, process
and output client data to customers in a reliable and transparent manner. The data flow for InfoSend entails:
1. Client Input-Data Transfer and Acknowledgement
2. Data Processing and Validation
3. Document Composition and Sample Approval
4. Printing
5. Quality Control
6. Mailing and Electronic Distribution
7. Confirmation and Reporting
1. Client Input-Data Transfer and Acknowledgement
• Secure File Upload Options: On a 24/7 basis, data files can be sent to InfoSend via FTP or SFTP or clients can also log in to
InfoSend’s secure website and upload files using the HTTPS file upload method. Optionally, and depending on client security
requirements, password protected or PGP/GPG encryption can be utilized on the files. When a file is received, it is
automatically time-stamped and logged in InfoSend’s Job Tracking database.
• Duplicate File Prevention: All data transfers are checked against an archive of file-level hashes and if a match is found, the
system will detect the file as a duplicate. If a duplicate is detected, the processing program is halted and a warning is
generated, calling for immediate follow up by InfoSend support personnel.
• Multi-File Inputs: InfoSend's system can be configured to create batches based on multiple source files, as well as wait a
predetermined amount of time for more client records to be transferred before beginning the batch processing.
• Process Confirmation: Successfully transferred files are identified by client input type, resulting in a confirmation receipt
sent.
2. Data Processing and Validation
• File Integrity: Each of InfoSend’s programs is custom made to work with the clients' specific data file format. Incomplete or
erroneous data will result in a program halt, issuing a warning that is escalated to InfoSend support personnel for immediate
follow up.
• Data Checks: InfoSend programs are set up to check for individual data fields and halt if criteria are not met--for example if a
date field contains a value older than an acceptable threshold. All data check halts issue a warning and escalation to InfoSend
support personnel.
3. Document Composition and Sample Approval
• Job Batch Creation: InfoSend's system will take validated input data and begin processing by assigning a unique production
Job Code specific to the client input file(s). This Job Code identifies and accompanies the output through InfoSend's
processing.
• Document Layout and Business Logic: The input data is rendered by the InfoSend application, resulting in the layout defined
during the implementation. Any client defined special business logic conditions are applied at this time.
• USPS & Special Messaging: During processing, the system will also validate customer mailing addresses, optionally apply
National Change of Address (NCOA) updates, and perform record suppression based on client-defined criteria. The system
also performs USPS pre-sorting of records, applying the Intelligent Mail Barcode (IMB) and ensuring the records are in the
correct order to maximize postal efficiency. Additionally, InfoSend's CCM platform will check the database for any scheduled
messages or inserts to be included with the output.
• Rendered Output and Sample Review: Once a file has successfully been rendered, clients have the option to review a sample
file containing a PDF output of the documents. Sample outputs can contain a percentage of or the complete output and
includes a Process Summary report cover page which lists details on the output work to be performed by InfoSend. Clients
are provided the option to either reject and resend their data file with corrections or approve the batch. Once files are
approved, an email confirmation of the approval is sent, and the output is released to the manufacturing environment for
distribution.
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4. Printing
• Job Priority: Jobs are printed on an as-received basis, with jobs requiring the shortest turnaround time given priority. InfoSend
is committed to meeting the agreed upon mail turnaround times for all clients simultaneously and is staffed and equipped
accordingly.
• Operator Controls: Once a sample file batch has been approved for printing, files are sent to the print production queue.
InfoSend's unique Central Print program monitors print jobs in the production department, prohibiting a job from being
printed more than once, and provides operator controls including timestamps of printing time and other tracking metrics.
InfoSend production staff with appropriate permissions are granted access to queued files.
• Job Ticket: A job ticket is attached during processing to each production run. A job ticket contains information such as printing
specifications, form type, envelope options, and whether an insert should accompany the file. The job ticket is printed in our
production department and remains with a job until it is released to the USPS for mailing.
5. Quality Control
• Dedicated Workflow and Staffing: InfoSend's emphasis on quality and customer satisfaction requires a dedicated step and
operator role in the process to validate the printed output. This step in the process takes place after printing but before
distribution. Each job is thoroughly checked a minimum of 4 times for general alignment, printing, color or mailing address
block issues which would result in problematic processing or mailing: before printing, after printing, upon delivery to the QC
department and finally upon delivery to the mailing department.
• Uniquely Tailored QC Program: InfoSend has an internally developed workflow that provides onscreen prompts to QC
personnel, requesting they check for bill specific information (such as customer name, account number, address) on randomly
selected pages throughout the batch. These onscreen prompts are customized to the client's data and ensure the integrity of
data throughout the batch before releasing for distribution.
6. Mailing and Electronic Distribution
• Mailing Department: Once a job has gone through Quality Control, it is released to the printing department for fulfillment.
All printed pages are matched to the correct materials per the Job Ticket and inserted into the envelope for mailing. Mail that
has been inserted is then delivered to the USPS with the appropriate postal paperwork for the USPS to validate prior to
induction. Upon delivery to the USPS, either at the onsite Detached Mail Unit (DMU) or local distribution center, the job batch
is scanned as completed by an InfoSend operator.
• Electronic, Multi-Channel Distribution: Upon completion of the job batch, InfoSend's CCM platform begins the electronic
distribution of customer records to the InfoSend archive, hosted eBusiness system, back to the client, or other third party
distribution networks.
7. Confirmation and Reporting
• Process Confirmation: Once InfoSend has completed the distribution of the client job batch, a confirmation receipt is sent to
the client with details on the job batch execution. This receipt serves as the final notification regarding the input data received.
• Reporting: InfoSend's platform also provides robust reporting back to clients on the output services performed. InfoSend
offers detailed address update and suppression reporting, as well as customized, detailed breakdown of the fulfillment.
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Data Processing Workflow Diagram:
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Data Processing, Print and Mail Reporting Highlights
• File Transmission and Processing: InfoSend provides key reports during file transmission, after data processing, and upon file
completion so clients are informed throughout the entire process.
• Process and Postage Summary: For clients utilizing the Sample Approval workflow, a Process Summary report is presented
with details on the work to be performed, along with an estimate of postage.
• Job Tracking Tool: As client batches are processed, InfoSend provides a web tool with real-time and historical information
when a file has achieved a stage of production.
• Address Update: InfoSend provides a full suite of address updates, including National Change of Address (NCOA) reports.
Data Processing, Print and Mail Reporting
InfoSend's Customer Communications Management (CCM) platform provides clients with the necessary reports to
reconcile and receive updates throughout the Data Processing, Print and Mail (DPPM) process. InfoSend standard
reporting workflow is provided by default, and is able to provide certain reports in a variety of methods including text
files, comma delimited files, HTML formatted reports and in some cases, PDFs.
All reports are available either through the InfoSend website and can also be emailed or transmitted via secure FTP. In
addition, clients have the capability of assigning internal contacts that have permissions to access/receive reports.
File Transfer Acknowledgement Report
Upon client upload of a data file for processing, InfoSend will send the File Transfer Acknowledgement Report as
certification of receipt of the file. The File Transfer Acknowledgement Report provides information about the file name,
byte size, page/record count and file receipt date. This report is posted to InfoSend’s secure web portal for viewing and is
also commonly emailed to designated client staff members.
Process Summary Report
The Process Summary Report is a detailed PDF document that summarizes key data points contained within a document
run batch. If a client chooses to review sample files prior to printing, the Process Summary Report will be included as a
cover page within each set of samples. It is also posted to InfoSend’s “Reports” tab of the web portal in PDF form. The
Process Summary Report details important information such as data files that were included within the job, document
details such as page count and batch amount if documents are bills, print output information, suppressions, inserts
included, and USPS presort counts and estimated postage.
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Process Confirmation Report
The Process Confirmation Report is emailed to designated client staff members as well as posted to the reports section of
the web portal after documents have been completed for mailing and released to the USPS. This report provides
confirmation that InfoSend has released a job’s mail pieces to the USPS for mailing. The Process Confirmation Report can
be created in one of three different formats: plain text, XML or HTML.
This report provides the name of the file(s) mailed along with a detailed mail count. For statements, invoices and other
financial documents, the total dollar amount is also provided. Additional information can be provided after the “totals”
section of the report. For example, addresses that could not be verified for delivery point validation can be listed at the
end of this report.
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Job Tracking Tool
The Job Tracker provides the current status of jobs as it progresses through InfoSend’s data processing and print
production departments. The Job Tracking tool contains details such as job type, number of component files that are
contained within the job, file receipt timestamps, sample files that may be downloaded and the status of printing/quality
control/mail preparation. Once a file has been completed for mailing and mail pieces have been released to the USPS a
timestamp of file completion confirmation will be provided. InfoSend provides a history of the past 100 jobs that were
processed through the system.
Address Update Report
Address Updates including NCOALink hits or ACS updates are provided in InfoSend’s reporting section. The ACS/NCOALink
report is available in three formats: plain text comma delimited, XML or HTML. Most address update reports are either
comma delimited or XML formatted so that InfoSend’s clients can automate the process of loading updates into their
customer information system.
InfoSend Document Design Services for Utilities
InfoSend provides document composition services for hundreds of utilities nationwide. We understand that the City of
Yakima is currently exporting PDF-formatted statements for InfoSend to data process and print, however we wanted to
touch on our document design experience. InfoSend’s Account Managers are trained in the use of various graphic design
tools which are leveraged to create desired outputs. Wherever possible we will look to provide suggestions to improve
the look, feel, readability, and/or response rate for your custom communications using our extensive experience in a wide-
variety of industries. InfoSend welcomes dialogue with the City of Yakima regarding document design and/or options
utilizing the currently blank backer space for customer messaging. Examples of InfoSend client utility billing outputs are
provided on the following page.
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Sample Statements and Inserts
Duplex Page 1 Duplex Page 2 Simplex
Multipage Page 1 Multipage Page 2 Multipage Page 3
Statement with Inline Insert Insert Page 1 Insert Page 2
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c. Describe the major items of equipment anticipated to be used to support Utility Billing Services, such as
computer system software and hardware; word processing software and hardware; reproduction and binding
equipment; and any other significant productivity tools.
InfoSend supports the full infrastructure for the City of Yakima’s data processing and printing/mailing fulfillment needs
100% in house. We have provided information below regarding data center and equipment needs below. Additionally,
InfoSend provides the City of Yakima with web tracking and reporting productivity tools via infosend.com. We have also
provided highlights of our web tools below.
Data Center Design
• Redundant data centers; system architecture uses industry-standard security practices and a multi-layered security approach.
• Redundancy for all critical servers, switches, etc. Virtualization used to provide automatic backup and restoration of live
operating systems.
• Highly scalable; system scales horizontally so that additional processing power can be added quickly. Load balancing for high
availability.
• Multiple methods of secure data transmission with firewall failover are available to ensure that client data reaches InfoSend
securely, quickly, and in whole.
• Each InfoSend facility has fiber optic Internet connections with a minimum of 10mb of bandwidth. The primary data center
facility and corporate H.Q. uses a fiber optic Internet connection from AT&T and has a backup TelePacific wireless Internet
connection.
• UPS systems for battery backup and 600KW backup generator to power data center in the event of grid failure.
• Large secure storage array; all network storage uses RAID and SAN technology.
• Backup copies of all data files are made before processing; data is backed up to tape, stored in a fireproof safe, and picked
up by an enterprise tape vaulting service provider
• System and facility capacity and responsiveness is constantly monitored with Icinga protocol; alerts sent to internal systems
administration staff when potential issues arise.
• System is scaled to prepare for upcoming volume increases.
• InfoSend's security and compliance procedures ensure infrastructure is constantly improved and evolved.
InfoSend Print and Mail Equipment
InfoSend utilizes a mix of plain black, and full-color printing. The documents destined for mailing are inserted on Intelligent
Inserters with Mail Piece integrity that ensures all mail pieces are undamaged and accounted for after insertion in
preparation for delivery to the USPS.
Printing Equipment:
• Roll-fed full color (CMYK) inkjet printing is the primary production method.
• Production sheet-fed full color (CMYK) inkjet printing is also utilized
• Sheet-fed full color and monochrome laser printers for small or specialty jobs and reprints.
• Full-color capacity is over 130 Million images per month via full color.
• InfoSend prints images well under capacity for business continuity, new installs, and spikes in volume.
Inserting Equipment:
• 4 to 6 station insert feeders and can be expanded if necessary.
• Supports various folds including “C”, “V”, “Z” and Double “V”, etc.
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• Capacity to finish over 86 Million pieces per month.
• Mail Piece Integrity and Document Verification systems read OMR and industry standard barcodes such as 3 of 9, 2 of 5
Interleaved, 2D.
• InfoSend finishes mail pieces well under capacity for business continuity, new installs, and spikes in volume.
InfoSend Print and Mail Equipment Full Listing (Updated August 2024)
Printers
Type Printer QTY Images per hour (total output if more than 1 machine)
Inkjet Printing Technology
InfoSend operates roll-fed inkjet presses out of multiple facilities to enable true Disaster Recovery capabilities.
Transactional documents can be printed using full-color production inkjet technology. Inserts can be digitally pre-printed
as well as offset equivalent quality using the latest high-definition inkjet technology.
Maintenance contracts are in place with qualified vendors for all InfoSend equipment involved in the fulfillment of client
documents. InfoSend carefully selects vendors and equipment to guarantee production of documents according to the
Service Level Agreement (SLA) between InfoSend and its clients.
Inserters
Inserter Type QTY Insertions Per Hour (total output if more
than 1 machine)
Mail Piece Integrity
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InfoSend.com Web Administration Highlights
• Secure SaaS Cloud Solution: Secure, hosted, infosend.com website allows clients to administer their InfoSend applications,
as well as user roles and permissions from any modern web browser 24/7.
• File Submission and Job Tracking: Providing transparency into each file received as it progresses through data processing and
manufacturing by InfoSend. Also allows clients to securely upload files via the web.
• Sample Approval: Optional workflow, allowing clients to view output and approve prior to manufacturing and distribution.
• Message Manager: Allows clients to self-administer ad-hoc and scheduled messaging on customer-facing output.
• Insert Management: Allows clients to requests additional materials be included with output, such as flyers, buck slips,
newsletters etc.
• Print Image Archive and Mail Tracking: Allows clients to view images of each document produced, reprint or email the
document, as well as view USPS delivery tracking information for qualified documents.
• Support Tracking: Allows clients to open tickets and securely communicate with InfoSend staff on change requests or issues.
• Reporting: Reports on the details of each client Job are posted to the website for secure viewing and download.
d. Indicate whether your equipment and software can sort print files by ZIP Code in accordance with US Post
Office requirements for presorted mailing of statements. Please include details on address validation,
barcoding, and presort capabilities. Also describe how international mail is identified, processed, and
prepared, including whether it is handled in-house or through a third-party provider.
Yes, InfoSend complies with this requirement as part of our standard process. Our goal is to presort the City's postage to
the lowest prevailing USPS rates available. We never profit from postage markup and will invoice the City for actual
postage used. Details on our USPS setup are as follows:
USPS Compliance and Efficiency Highlights
• InfoSend maintains ongoing USPS regulatory compliance and cost savings on behalf of clients, standard.
• Full Service with Intelligent Mail Barcode (IMb) certified, ensuring clients with qualified mailings receive lowest automated
postage rate.
• Address validation applied via Coding Accuracy Support System (CASS) and Delivery Point Validation (DPV), improving the
accuracy of addresses and lowering postage.
• Customer Move Updates optionally applied and reported via the NCOALink database or Address Change Service (ACS).
• USPS Seamless Acceptance Provider verifying mail electronically for acceptance
• Detached Mailing Unit (DMU) designation, with USPS personnel on-site at select InfoSend facilities, expediting mail entry into
the USPS system and increasing overall efficiency.
• Ability to "house-hold" multiple documents intended for the same customer into a single envelope to provide postage
savings.
USPS Compliance and Efficiency
InfoSend's Customer Communications Management (CCM) platform allows InfoSend to distribute client output to multiple
channels, including mail via USPS. InfoSend, as a mailing service provider, maintains technology and USPS compliance to
ensure clients are getting the best postage rates and features from mailings.
Postage is the most expensive component of mailed document production, a very important cost consideration when
selecting a document production partner and not all vendors provide the most cost-saving discounts available. InfoSend
utilizes the following methods to ensure clients are mailing with optimal efficiency.
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Full Service with Intelligent Mail Barcode (IMb)
In 2009 the USPS introduced the cost-saving Full-Service mailing option using the Full-Service Intelligent Mail barcode. The
Full-Service option provides a number of benefits for qualifying mail pieces. One of the most significant is a postage
discount of $0.005 on each qualifying mail piece below the normal lowest pre-sort 5-digit postage rate. InfoSend, by
default, will implement the Full-Service Intelligent Mail barcode within client documents produced, saving clients many
thousands of dollars in postage costs.
Coding Accuracy Support System (CASS)
InfoSend processes each client file through United States Postal Service (USPS) certified and approved software to ensure
the Coding Accuracy Support System (CASS) routine is run. The CASS system improves the accuracy of carrier route, 5-digit
ZIP, ZIP + 4, performing Delivery Point Validation (DPV) on mail pieces, and digitally presorts the order of mail for USPS
efficiency. Utilizing CASS certification allows InfoSend to obtain the maximum presort postage discounts for client mailings.
USPS Move Updates
InfoSend ensures that clients comply with the USPS Move Update requirements. Mailers must use a USPS approved
method to keep client customer address database up to date to qualify for presort discounts. Per USPS requirements
clients must update the addresses in the database using the information that is reported back by the USPS. Failure to
update addresses within the USPS’s deadline will result in the loss of presort postage discounts.
InfoSend offers two move update services that are compliant with the USPS:
1. Address Change Service (ACS): When this option is selected the USPS forwards client mail to the new address and records
the action in their database. InfoSend retrieves this information weekly and sends clients an electronic report of the forwards.
2. NCOALink Service: With this option InfoSend uses the NCOALink database to find the new addresses during data processing.
The new addresses can be printed on documents before they are mailed, or printed as-is and forwarded to the new address
by the USPS.
In either scenario, clients receive electronic reports of the new addresses after each batch is mailed. If a client elects to
have the USPS forward the mail, the addresses must be updated within 90 days.
USPS Seamless Acceptance
InfoSend manages USPS compliance by maintaining regulatory and processing standards as a Full Service provider of the
USPS, and has certified as a Seamless Acceptance provider for verifying mail electronically for acceptance. InfoSend meets
all mail piece design standards for document design internally as well as maintains USPS business relationship account
status with the USPS. InfoSend maintains USPS quality data compliance utilizing USPS approved CASS/Pave, presorting
and move update software (BCC Software) to perform address hygiene, achieves optimal postal discounts and applies
move updates along with associated reporting.
Detached Mailing Unit (DMU)
InfoSend's Anaheim headquarters and Downers Grove facilities are designated as a USPS Detached Mail Unit (DMU).
Having DMU status means that outbound first class mail is inspected by USPS employees located at the production facility,
removing the need for mail to be inspected after delivery to the USPS. Mail that is presorted at InfoSend's facility is directly
entered into the postal distribution system, expediting mail delivery times and increasing the volume of mail InfoSend can
induct daily while reducing overhead.
Ongoing USPS Enhancements
As USPS requirements, customer behaviors and client needs evolve, InfoSend will enhance the service offering. InfoSend's
dedicated research and development staff stay ahead of the USPS changes and mandates, maintaining close contact with
USPS representatives to ensure compliance. In addition, InfoSend's development staff meets routinely to discuss
upcoming USPS enhancements, scheduling development far in advance to ensure a seamless transition for clients. Should
any USPS changes, such as rate increases, require client awareness, InfoSend's Client Services department sends email
notifications to clients and closely coordinates changes to output to minimize impact.
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InfoSend International Mail
InfoSend manages international mail by separating it from domestic batches during the data processing and ordering
within the file using an internal numbering scheme. The appropriate USPS postage is then applied manually during our QC
review.
How the Process Works:
• Automated Identification: The most efficient method is for clients to include a country flag or field in their data file, allowing
InfoSend's Data Processing platform to programmatically identify and separate foreign mail.
• Manual Handling: If no country code is provided, international pieces are initially grouped with Undeliverable As Addressed
(UAA) mail. Trained staff then manually identify, separate, and prepare these pieces for international shipping.
• Tracking and Billing: Once identified, all international mail and its associated postage costs are logged in the system for
transparent detailed reporting and invoicing.
e. Describe your knowledge of Coding Accuracy Support System (CASS) certifications.
InfoSend processes each client file through United States Postal Service (USPS) certified and approved software to ensure
the Coding Accuracy Support System (CASS) routine is run. The CASS system improves the accuracy of carrier route, 5-digit
ZIP, ZIP + 4, performing Delivery Point Validation (DPV) on mail pieces, and digitally presorts the order of mail for USPS
efficiency. Utilizing CASS certification allows InfoSend to obtain the maximum presort postage discounts for client mailings.
f. Describe your USPS full-service preparation method using the Intelligent Mail Barcode. Attach proof of your
USPS “Full Service” Certification and the documentation you will provide to verify City of Yakima is receiving
the full-service discounted postage rates.
InfoSend has implemented the USPS Full Service Intelligent Mail Barcode and will continue to process the City's data and
include a Full Service IMB on every document. InfoSend has included a letter from the USPS previously in this response
which provides confirmation of our status as a full-service mailer. In addition, InfoSend has years of postal paperwork for
the City of Yakima that outlines USPS automate prices and exact postage expense. This USPS PS Form 3600 is available to
the City for review if necessary.
g. Describe your experience with multiple inserts with invoices for mailings.
InfoSend can support the City’s insert needs by allowing the insertion of one or multiple inserts into a mailing. InfoSend’s
data processing provides selective inserting functionality, meaning the City can leverage InfoSend to selectively insert
documents for certain types of customers (e.g. an insert only designated for residential customers).
The InfoSend Insert Management tool is designed for clients to control what additional materials will be included with the
standard output. Clients may request InfoSend Produced Inserts as well as schedule drop-shipped inserts from within the
tool. The tool also provides the history of all Insert requests for client reference.
Note: It appears that the City of Yakima is not currently utilizing InfoSend’s Insert Management tool. InfoSend is happy to
set up a call between the City and our Client Services team for a refresher on the tool, how the insert request process
works, and how we can support your customer communications by incorporating inserts. InfoSend’s Direct
Communications Department works in conjunction with client insert requests to fulfill custom insert orders.
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InfoSend Direct Communication Service
All InfoSend produced inserts are fulfilled by the InfoSend Direct Communication department. InfoSend's Direct
Communications Service allows clients to reach their customers with impactful messaging campaigns, leveraging
InfoSend's expertise as document production and mailing specialists. With the same emphasis on excellent customer
service as InfoSend's core services, InfoSend's Direct Communications (DC) Team provide a comprehensive source to
design, develop and send information to your customers in just the right format. The DC Team helps clients avoid juggling
vendors and excessive drop shipping costs by producing their content "in house" with InfoSend.
With online tools to request and track production, InfoSend is able to produce an array of communication types, with a
range low cost black and white through full color on glossy stock:
• Buckslips
• Postcards
• Letters
• Flyers
• Folded Brochures
• Envelope Graphics
Communications produced by InfoSend leverage InfoSend's Customer Communications Management (CCM) platform to
ensure the message is delivered to the right customers on-time and in the desired channels. Communications can be
inserted with existing client mailings performed by InfoSend, or printed "inline" with the existing document as an
additional page. The communication can also be inserted "selectively", allowing clients to target specific customers.
All mailings and communications can include graphical messaging on the mailed envelope as well, allowing clients to
communicate to customers even before the mail pieces is opened.
h. Describe your experience with bulk mailings and mailing permits.
InfoSend has been in business since 1996, with the founders starting the business on the assumption that comprehensive
process controls, quality and customer service can make a difference to organizations sending critical documents. Anyone
can process and output a document using standard technology, but to do it well and defect free requires well-designed
technology and controls. InfoSend's strength is in its well-designed tools, procedure, people and culture that demands
high volume output with over 99.99966% accuracy.
Bulk Mail Insertion and Checks
Below is an overview of InfoSend’s Quality Control checklist used for its bulk mail inserting and mail operations
department. It is at this stage that the 2D barcode sequencing and OMR lines are leveraged to ensure the accuracy of the
mail pieces prior to delivery to the USPS.
Pre-Mailing
All jobs or subsets of jobs that have at least 5 mail pieces are inserted by machine with no exceptions. And every job that
is run on the inserters must be run using the automated 2D barcode accuracy system to prevent inserting mistakes. All
jobs run by machine require sign-off before the job can start and after it is completed to ensure that accuracy system was
used and all counts are correct.
• The operator must receive supervisor sign-off before a job is started. The supervisor verifies that the envelopes are correct,
the machine and postage meter counts have been reset, the postage rate on the meter is correct and that the 2D barcode
accuracy system is on.
• Check that all envelopes and inserts have been removed from inserter equipment
• Verify correct inserts
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• Verify that jobs will be processed using the 2D barcode accuracy system. Inserter has a computer system that uses 2D barcode
technology to perform real-time quality control by scanning the mail pieces before they are folded and after they are inserted
into the outgoing envelope.
Mailing
• Inserter keeps a running count of the number of pieces mailed
• Inserter will halt if 2D cameras discover a document that is out of sequence. This accomplishes two things:
o Detection of multiple pages being incorrectly inserted into the same outgoing envelope. For example, if the machine
incorrectly inserts two statements into the same envelope, then the machine will stop and an out of sequence error
will display on the 2D barcode accuracy system monitor.
o Detection of a missing page, missing envelope or incorrect envelope.
• Images of the automated 2D barcode accuracy system key components:
2D Barcode Scanner & System Monitor
Printing
Each document is printed with a unique 2D barcode on the address block, and this barcode is stored in the InfoSend
database.
Scanning
A scanner checks every document as they are inserted on InfoSend inserting equipment. The envelope window is scanned
and the documents are reconciled in real time with the original document print stream database, ensuring each mail
pieces is accounted for.
Reconciling
The 2D barcode monitor provides real-time alerts for any out-of-sequence, missing, duplicate, misread or invalid
document discrepancies during production. If a document is missing or jammed, it will be reproduced. The machine
operator must signal a supervisor every single time there is an out of sequence error and receive sign-off on the resolution.
InfoSend will not mail any batches which have unresolved errors (e.g., missing mail pieces).
Post – Mailing (job has been completed)
• The supervisor verifies that the number of mail pieces inserted matches the number of mail pieces listed on the Job Ticket. If
the number of mail pieces inserted does not match the Job Ticket, then the batch is put on hold for investigation. The batch
is not mailed until the reason for the incorrect count is discovered and corrected. This may include reprinting any missing or
damaged documents. All of the following counts are matched against the Job Ticket count:
o Computer system (2D) count
o Mechanical folding system count
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o Mechanical inserting system count
• Remove materials from inserter and put away in the designated location.
• When a job is complete the operator must receive supervisor sign-off before resetting the machine counts and setting up the
next job. The supervisor inspects the counts and matches them against the Job Ticket and inspects the 2D barcode system to
ensure that it was used for the entire job. The supervisor also checks the 2D barcode statistics to ensure that 100% of the
mail pieces were accounted for. If less than 100% of the mail pieces were detected by the 2D barcode system then the
supervisor must ensure there is a valid reason for the missing piece or pieces, such as a documented request from the client
to pull a printed statement from the batch.
• Remove Job Ticket and place in the queue to be scanned. Each Job Ticket contains a specialized barcode. This barcode is
scanned by a PC that runs the specialized application required to close out jobs in the system. The Job Ticket is only scanned
if the job is completed before the USPS cutoff for that day. If the batch is completed after this cutoff, then the Job Ticket is
held and scanned the morning of the next business day. This ensures that the system reports the correct mailing date. (Note:
in some cases, the Job Ticket is not scanned on time. We are currently researching this issue and looking for ways to reduce
the lag from when the Job Ticket should be scanned to when our team notices that it was not scanned).
i. Describe how a deadline would be met if the main equipment used failed.
InfoSend Business Continuity: Risk Mitigation and Disaster Recovery Highlights
InfoSend approaches the risk of technology failure or operational interruption via the following methodologies:
• Operations run under capacity for Data Center, Equipment and Labor Force potential
• Specific pandemic protocols to prevent labor shortages and protect employees
• Operational and Procedural Documentation
• Redundant Communication Lines
• Server Virtualization Used
• Multiple Forms of Data Redundancy: RAID, SAN, VPN Data Sync and Off-Site Hard Drive Backup
• Automated Alerts and 24/7 Employee Coverage
• Disaster Recovery Plan and Preparedness
InfoSend Business Continuity: Risk Mitigation and Disaster Recovery
InfoSend understands the importance of business continuity. InfoSend’s organization and systems are designed to ensure
risk mitigation and resilient disaster response in the event of unforeseen events. InfoSend uses its multiple, geographically
distinct facilities to ensure regional events do not affect InfoSend operations.
Hundreds of clients depend on our platforms and staff to provide business-critical services. Our excellent client retention
track record speaks to our system reliability and high-quality processing. While InfoSend has never had to implement a
disaster recovery plan in a live environment, a great importance is placed on maintaining and testing a successful disaster
recovery strategy. InfoSend's knowledge of a strong disaster recovery strategy comes from testing, consultation with IT
experts, and from years of research.
InfoSend's approaches business continuity through:
• A. Risk Mitigation
• B. Disaster Recovery Plan
A. Risk Mitigation
InfoSend has designed the organization and systems to mitigate various risks that could impact or completely disable
national or regional operations. By building resiliency at the local level, InfoSend ensures highly available and secure
operations at each facility and system-wide. Risk is mitigated through:
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• Organizational Design
• Data Center Design
• Data Backup Design
• Network Security
• Labor Management
• Client Material Redundancy
• Equipment Mirroring
• Facility Mirroring
Organizational Design
1. Operations Run Under Capacity: This ensures that each local facility can endure well above normal interruptions in labor
force or fulfillment equipment availability. Employees in critical roles are cross-trained to provide coverage of any specialized
work.
2. Operational and Procedural Documentation: All systems and practices are documented both for internal training and
reference, as well as to meet outside audit requirements in order to maintain compliances such as PCI-DSS Level 1 and HIPAA.
3. Redundant Communication Lines: InfoSend’s headquarters utilize both wired and wireless lines, with seamless failover
should an Internet provider have an outage.
4. Server Virtualization Used: InfoSend fully leverages server virtualization technology, ensuring any critical processes can be
hardware agnostic and quickly cut over to other available hardware resources in the event of a failure.
5. Multiple Forms of Data Redundancy: RAID, SAN, VPN Data Sync and Off-Site Hard Drive Backup. InfoSend utilizes a
combination of these methods to ensure real-time accuracy, redundancy and disaster-proof availability of data.
6. Automated System Alerts and 24/7 Employee Coverage: InfoSend ensures that all systems are automatically monitored and
reported on, with failures triggering emails and text messages to employee phones. Multiple employees are cross-trained in
systems engineering and administration for around the clock coverage across all facilities.
7. Disaster Recovery Plan and Preparedness: In the event of severe labor interruptions or physical premises becoming incapable
of production due to external causes, InfoSend will utilize its Disaster Recovery site to continue operations.
Data Center Design
• Redundant data centers; system architecture uses industry-standard security practices and a multi-layered security approach
• Redundancy for all critical servers, switches, etc. Virtualization used to provide automatic backup and restoration of live
operating systems
• Highly scalable; system scales horizontally so that additional processing power can be added quickly. Load balancing for high
availability
• Multiple methods of secure data transmission with firewall failover are available to ensure that client data reaches InfoSend
securely, quickly, and in whole
• Each InfoSend facility has high speed Internet connections with a minimum of 10mb of bandwidth. Both the primary data
center facility (corporate H.Q.) and DR data center use a fiber optic Internet connection from AT&T with a minimum of 100mb
of bandwidth. The primary data center also has a backup wireless Internet connection from a different provider.
• UPS systems for battery backup and 600KW backup generator to power data center automatically in the event of grid failure
• Large secure storage array; all network storage uses RAID and SAN technology
• Backup copies of all data files are made before processing; data is backed up to external hard drives, stored in a fireproof
safe, and picked up by an enterprise media vaulting service provider
• System and facility capacity and responsiveness are constantly monitored with Icinga protocol; alerts sent to internal systems
administration staff when potential issues arise
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• The system is scaled to prepare for upcoming volume increases.
• InfoSend's security and compliance procedures ensure infrastructure is constantly improved and evolved.
Data Backup Design
InfoSend utilizes a secure VPN to ensure the primary data center is continually syncing data to the disaster recovery site.
Server virtualization technology is also leveraged to ensure applications are hardware agnostic and can be configured and
run at any of the InfoSend sites with little to no cutover time. All data is committed to encrypted media backup and
routinely taken offsite to a secure location.
Four separate backup methods are in place to protect data and assure systems are fully restored after a disaster of any
type:
1. All servers are duplicated at the Disaster Recovery Facility. Data is automatically synced between the main facility and the
Disaster Recovery Facility over a secure VPN.
2. Server data is backed up to secure encrypted media that are both stored in fireproof safes and taken off-site routinely.
3. The RAID system is used on all servers to ensure that data remains available in the event of a hard disk failure.
4. Network SAN systems are used that expand upon RAID by duplicating the entire network storage system to a redundant node
with its own RAID.
Network Security
• HTTPS encryption on all web server connections, server authentication
• Client authentication for TCP/IP connections
• Firewalls blocking all traffic unless expressly permitted, no direct connections to the LAN
• Only authenticated users of InfoSend’s intranet can access the LAN locally or remotely (via the VPN), two-factor
authentication required for VPN access
• System attack attempts are monitored and directly reported to system administrators
• Limited access points due to tiered permission levels for InfoSend's CRM system, client data access points, storage drives,
and networks. Each access point is guarded by separate firewalls.
• Separation of firewalls and networks in order to isolate production network. Enterprise-class firewalls are used to safeguard
data, using a combination of the layer-3, layer-4, and layer-7 security technologies.
• Perimeter network security data/protection. HTTP, FTP, and SFTP networks located within networks behind secured servers
• HTTP, FTP, and SFTP set application protocols and application filtering
• Continuous monitoring of web applications by InfoSend’s system administrators, with automated notifications, enable in the
case of threat detection or web vulnerability
• Static and dynamic packet filtering
• Scheduled testing of InfoSend’s systems
• Meets rigorous audit requirements
• Notifications from McAfee, CERN, etc.
• Data transmission through HTTPS web uploads or FTP/SFTP with PGP encryption
• VPN system hardening
• External third-party security monitoring alerts InfoSend if there is a potential security risk
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Labor Management
InfoSend’s employees are cross-trained and can manage tasks that span the entire production process. InfoSend employs
more production staff than is required to handle spikes in volume and/or employees being unavailable for any reason. At
InfoSend’s current size and capacity, operations can run normally with the absence of key personnel with no effect on
production.
During periods of pandemic-related labor shortages and/or outbreaks, InfoSend has deployed the following strategies:
• Require face coverings in all common areas
• Distance production staff and equipment by at least 6 feet, following social distancing protocols
• Enable remote working arrangements for workers who can perform their duties remotely by providing necessary equipment
and secure remote access as needed
• Facility mirroring at InfoSend's 5 nationwide locations allows InfoSend to load balance client production across facilities
should a localized shut-down result in sudden impacts
Client Materials Redundancy
• InfoSend’s standard envelopes are stored at each facility.
• InfoSend manufactures its own envelopes as well as purchases from suppliers to ensure ample inventory.
• InfoSend’s standard forms (including the blank white form with a perforation) are stored at each facility.
• All paper materials required for mail piece production are sourced from American paper mills to avoid global supply chain
disruption.
• The custom pre-printed form elements (e.g., logo, statement backer) can also be printed on white paper if a client's custom
forms are not available.
Equipment Mirroring
• Intelligent mail inserters (with mail piece integrity) are actively in use at all facilities.
• Each facility uses multiple printing and inserting production lines, each that operate independently of the others in the case
of equipment maintenance or downtime.
• InfoSend’s Job Tracking application logs where each batch is produced and can redirect individual jobs to other facilities on
the fly if needed.
Facility Mirroring
• InfoSend owns and operates facilities in 5 different states: California, Texas, Illinois, Florida and Massachusetts (affiliate). By
not relying on third party contracts for DR capacity InfoSend has true Disaster Recovery.
• Large clients can opt to have their jobs split from two facilities on a normal day to day basis. This ensures that DR capabilities
are continually tested.
• All facilities utilize inkjet printing onto white paper and stock standard envelopes (see above sections).
j. In the event of a disaster, including major or minor events, describe your plans in place for continuing to
provide the Utility Billing Services.
B. Disaster Recovery
Should one of InfoSend’s facilities operations become partially or fully disabled, then the InfoSend Disaster Recovery (DR)
Plan is enacted. The DR Plan requires the following steps be followed:
1. Detection: The InfoSend Emergency Management Team (EMT) is notified and assembled to evaluate the degraded
operations.
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2. Assessment: An Assessment Checklist is completed to assess and assign a DR Response Level.
3. Response/ Facility Failover Checklist: Upon completion of the assessment, InfoSend immediately begins the DR
Response Checklist according to the Disaster Level.
4. Notification: Notifications are provided both internally to staff and externally to clients according to the Response Level,
including details on service impacts and timelines for resolution.
5. Recovery: InfoSend ensures the completion of the DR Checklist and measures to ensure normal operations have
resumed.
6. Facility Restoration: Repairs begin immediately upon resumption of normal operations, and eventual service
restoration to the regional facility is planned.
InfoSend Corporation Disaster Levels and Definitions
Level Extent of Damage?Recovery Point
Objective (RPO)
Return To
Operations (RTO)
Loss of
Function
1
•
• Primary facility and all operations will become
accessible in 6-hour timeframe
• Limited damage to equipment
• Equipment damage could include hardware,
software, mechanical and/or electrical
• Data and print operations can be continued at the
site and repairs started immediately
Minimal
2
•
• Facility is accessible but cannot be fully occupied
• Some of the equipment must be replaced
• Data and print operations can resume within 4
Moderate
3
•
• Facility is inaccessible or completely destroyed
• Some or all equipment must be replaced
• Data and print operations can be restored within
7 business days
Complete
Maximum Acceptable Outages (MPO) for critical services:
• Provide limited replacement of lost functions within 24 hours
• Recover to normal operation within 7 days
Testing and Documentation
InfoSend’s disaster recovery procedures are continuously improved. Documentation is regularly updated as necessitated
by new requirements or changes to internal procedure or systems engineering.
InfoSend tests the DR Plan annually with executive management review and approval.
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k. If the City changes the billing cycle, describe the impact on the operation, including any resulting
increase/decrease in costs.
InfoSend's automated processing system was set up to handle Client changes without disruption. At the City's monthly
billing volume, changes to existing billing cycles will not disrupt our process negatively. In addition, InfoSend never requires
clients to schedule jobs ahead of time. InfoSend's production facilities operate at about 60% of total available capacity,
meaning that spikes in billing volume for days/weeks do not negatively impact our setup.
l. Will the work required under this contract be performed exclusively by the contractor or will any of it be
subcontracted? List the specific items which will be sub-contracted and by whom.
InfoSend will solely provide the work for this project. We never subcontract out work, and 100% of our clients’ workload
is completed within InfoSend-operated production facilities.
m. Describe the contractor’s procedures for identifying and resolving anomalies within billing files, including
but not limited to duplicate records, outdated billing dates, or other irregularities. Specify whether the
contractor will contact the City and/or the customer prior to printing, or outline alternative methods used to
address such issues before production.
InfoSend Quality Control Highlights
• Company culture demands client satisfaction with over 99.99966% accuracy on an annual output in the tens of millions.
• Systems, personnel, and equipment are organized around well-defined processes that control and report the accuracy of
work performed.
• Comprehensive Quality Control (QC) built into Data Processing platform, ensuring client output is verified prior to entering
manufacturing environment.
• Unique QC process involving dedicated personnel and procedures executed after printing and designed to ensure consistent
print quality and 100% accountability for each document
• Automated 2D Barcode Accuracy System utilized, providing individual document tracking and alerting to address errors
(damaged or missing documents) real-time during fulfillment.
• Dedicated Quality Assurance Team that performs Root Cause Analysis, coordinates remediation and plans continual process
improvements.
InfoSend Quality Control
InfoSend has been in business since 1996, with the founders starting the business with the assertion that comprehensive
process controls, quality and customer service can make a difference to organizations sending critical documents. Anyone
can process and output a document using standard technology, but to do it well and defect-free requires well-designed
technology and controls. InfoSend's strength is in its well-designed tools, procedure, people and culture that demand high
volume output with over 99.99966% accuracy.
InfoSend's document output platform and manufacturing operations have been designed using Six Sigma guidelines for
engineering the solution and service. InfoSend strives to achieve stable and predictable results while continually sustaining
quality improvements across the entire organization. InfoSend seeks continuous improvement of the business process
using the DMAIC methodology:
D - Define a problem or improvement opportunity.
M - Measure process performance.
A - Analyze the process to determine the root causes of poor performance; determine whether the process can
be improved or should be redesigned.
I - Improve the process by attacking root causes.
C - Control the improved process to hold the gains.
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Whenever defects which are not detected and remedied as part of standard procedure, the issue is logged and escalated
to a Quality Assurance Team which will perform Root Cause Analysis (RCA), perform remediation and present a report
to Executive Management.
Quality Control for Data Processing, Print, and Mail
InfoSend's Quality Control for Data Processing, Print and Mail are designed according to the following workflow, ensuring
checks and balances throughout the process to eliminate the cause of defects in client output:
1. Client Data Transfer, Format Integrity and Job Code Assignment
2. Document Composition, Address Integrity and Sequencing
3. Print Operator Checks
4. Pre-production Review and Staging
5. Manual Fulfillment
6. Bulk Mail Insertion and Checks
7. Daily SLA Checks
Automated 2D Barcode Accuracy System
InfoSend leverages an automated 2D barcode system, which ensures manufacturing accuracy of client output. Key
Components include:
2D Barcode Scanner & System Monitor
Printing
Each document is printed with a unique 2D barcode on the address block, and this barcode is stored in the InfoSend
database.
Scanning
A scanner checks every document as they are inserted on InfoSend inserting equipment. The envelope window is scanned
and the documents are reconciled in real time with the original document print stream database, ensuring each mail
pieces is accounted for.
Reconciling
The 2D barcode monitor provides real-time alerts for any out-of-sequence, missing, duplicate, misread or invalid
document discrepancies during production. If a document is missing or jammed, it will be reproduced. The machine
operator must signal a supervisor every single time there is an out of sequence error and receive sign-off on the resolution.
InfoSend will not mail any batches which have unresolved errors (e.g., missing mail pieces).
n. Describe the contractor’s ability and process to accommodate City requests to exclude specific bills from a
print file or production job while continuing to print and mail the remaining bills within the same file,
including any timelines, controls, or limitations associated with such requests.
InfoSend can support this both programmatically, during processing, as well as by providing an exceptions processing
portal after-processing. Programmatic exceptions including paperless flags that are provided by Cayenta. See the following
for more detail on InfoSend’s exception processing product. The City is not currently utilizing this option, but it is available.
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InfoSend Exception Processing
InfoSend's Exception Processing is an optional module that automatically separates documents that require special
attention during processing. With Exception Processing clients may review then choose to suppress, release to InfoSend,
or print the document locally on a timeframe that will not affect the timeline for production of the main batch. Any records
that are approved in the Exception Processing portal will be combined into a new job automatically at Midnight Pacific,
allowing clients a convenient way to search for and manage unique records.
When new records are added to the Exception portal, they will be set to "new" status by default. Any time a user updates
the status of a record, the action will be logged both in the interface and in the Exception Processing reports. Modifications
made to a record may be overwritten. For example, one user can "approve" a record, and then later that day the status
could be changed to "hold". Changes can be made up until midnight Pacific time when a sweep of approved records occurs
to release the documents for manufacturing by InfoSend. Any bills set to "cancel" or "internal print" will be removed from
the Exception Processing portal at this time. Only bills set to "hold" or "new" will remain in the portal from one day to the
next if left unmodified.
Criteria
During implementation, clients can specify criteria or data for what would cause an exception and require additional
review of a document prior to distribution.
• Example using criteria: Bills with an amount due exceeding $10,000
• Example using a flag: Client data file provides a data field to indicate that the account should be intercepted
• Example using a support file: Client sends a support file that lists the Exception Processing accounts.
Reporting
There are two kinds of Exception Processing reports:
1. The exceptions daily report lists the total number of actions (approve, cancel, hold etc.) by each user ID. It also lists the
canceled account numbers.
2. The exceptions monthly report is a monthly count of the number of approved documents, canceled documents, etc.
6. General Requirements
The purpose of this section is to provide the Owner with a basis for determining a Proposer’s capability to
undertake this Contract. Responses to this Section will be scored.
a. Organizational Capabilities
• Describe your company’s experience providing services similar to those required by this RFP to customers
of comparable size, scope and circumstance.
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In a highly competitive industry with a race to provide the lowest cost, InfoSend knows this often leaves utility
departments with a choice of vendors with similar pricing and litter perceived differentiation. InfoSend understands the
function we perform is critical to a biller’s organization, and we are counted on to perform and be responsive. InfoSend’s
key differentiation, as our references and track record will show, is a focus on providing exceptional service and support,
responding to client requests and needs to ensure the billing process is efficient, issue free, and evolving to meet the
changing landscape of technology and customer behavior.
Founded in 1996, InfoSend’s dedication to excellent billing solutions and customer support sets us above others in the
print/mail industry.
• Specific focus on clients in the 20,000-400,000 monthly-billed account range. We process data and present bill/statements
for larger and smaller volume clients and can certainly scale. Or largest clients are investor-owned utilities and private
healthcare companies, processing millions of documents a month. However, over 750 of our 1000 clients are municipal
utilities. InfoSend is familiar with the City of Yakima’s requirements and will work with your team to meet and exceed
expectations.
• Included Tools and Features. InfoSend's job tracking tools provide complete transparency, enabling our clients to review
every step of the billing output process, from sample generation to delivery to the USPS. These robust online tools are
provided as part of our core offering.
• Support. Attentive customer support is provided to each client, regardless of issue or size. InfoSend provides clients with a
robust Support Ticket tool as well as email and phone contact points to obtain support. We offer unlimited phone support
and will only bill clients for change orders after a review process and completing a detailed statement of project requirements
document. InfoSend wants to provide excellent products and offerings to our clients, and a focus has been placed on ensuring
we are available and responsive to any questions or issues raised by our clients.
• Over the years, InfoSend’s support consistently gets rave reviews from our customers. And this has allowed InfoSend to
achieve something that makes us unique in our industry. In our 30-year history, we have never lost a client due to a
production, customer service, quality, or operational issue.
• Efficiency. InfoSend's Project Management and Client Services teams complete implementation projects on time and on
budget. InfoSend values your business's time and strives to implement projects as planned. We prioritize every
implementation project and ensure our client’s deliverables are on time.
• Experience. InfoSend currently provides Print & Mailing services for almost 1000 billers across the U.S. Our key vertical
markets are utilities and healthcare. InfoSend’s team of programmers and Client Services personnel bring years of experience,
with many successful projects of similar requirements and scope to the City's requirements.
• Disaster Recovery from 5 Production Locations. Unlike many of our competitors, InfoSend has a large national footprint with
5 production locations across the country. Should the City’s main InfoSend production location go down, we have the ability
to remotely transfer production to a backup location. InfoSend does not subcontract disaster recovery services or support
from third-parties.
A key advantage in partnering with InfoSend lies primarily in the fact that we have expertise in print and mailing for
municipal utilities. We specialize in communications and understand the intricacies of statement services. Approximately
750 of our almost 1000 clients are municipal utilities. Through our strength as a document outsource provider, InfoSend
offers the City unique advantages beyond document printing:
• Completely integrated electronic and printed output options.
• Highest quality processing with secure and auditable processes.
• Online job tracking, customer service, and SLA & production details.
• Hosted document archive and web presentment options.
• Streamlined electronic bill presentment and payment (EBPP) or bill history integration with providers
• Financially secure private company that extensively invests in technology, infrastructure, security, and equipment
• Highly automated data centers and production operations that boasts intelligent inserters with mail piece integrity software
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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• Sophisticated front-end processing system, featuring InfoSend’s internally-developed software
• InfoSend is a corporate partner with Harris Computer Systems
• Very Specific knowledge of Cayenta software and export files
InfoSend differentiates itself by offering the City following features:
• InfoSend’s web-based reporting portal allows the City the ability to manage its print operations remotely using the job
tracking system. The City can see when a file arrives, when it was processed, how many transactions were processed, approval
ability of each job before it prints, when the job was completed, complete postage usage and more production details.
• InfoSend is PCI Level 1 compliant and SOC Type 1 and 2 audited. We understand that data security, internal controls and
privacy are of the utmost importance.
• InfoSend has invested in color document printing technology. Powerful, flexible communication. Imperative in today’s
competitive marketplace.
• InfoSend has a dedicated IT organization to support the municipal utility market. Our team is a compilation of specialists
including analysts, consultants, software engineers, developers, technical project managers and various support personnel.
InfoSend specializes in supporting the multiple departments of municipalities and has the tools and experience necessary
to streamline the processing of a variety of receivables.
• Provide an organizational chart for your company and include an issue escalation process used to resolve
any potential issues between the Owner and the Contractor during the Contract term.
InfoSend Client Services Support Highlights
• Dedicated Account Manager from implementation also assigned to monitor and provide support.
• Dedicated Support Staff for reviewing and responding to incoming issues.
• Multiple communication channels available for client preference: web support ticketing tool, email, and phone.
• Proactive support initiated by InfoSend staff when client data issues are detected by InfoSend Quality Control processes.
• Issues tracked via InfoSend CRM tool, ensuring full resolution before the ticket can be closed.
InfoSend Client Services Support
InfoSend's mission to provide the industry-best support requires excellence and attention to detail within the Client
Services (CS) department. InfoSend has designed support around extensive procedural controls to ensure client output is
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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handled accurately and issues are addressed expeditiously. The following describes InfoSend’s standard support coverage,
the services that are included as part of annual software support, a listing of call priorities and an outline of escalation
procedures.
InfoSend offers emergency an after-hours support line. An after-hours answering service is available 24/7/365. The
answering service contacts InfoSend employees sequentially until one receives and acknowledges the call. Requests can
be answered within 4 hours. InfoSend provides escalation phone number and contacts during the implementation. After-
hours support may be billable. Please note, with the extensive support hours and support channels available, the after-
hours answering service being used is extremely rare. Please see typical support channels overview below:
Support Channels and Availability
InfoSend provides the following methods to be reached to initiate a support request:
• 800 Toll-Free Telephone support: (800) 955-9330
• Email via support@infosend.com
• Free electronic access 24 x 7 at www.infosend.com with the following online benefits:
o Log, track & close support requests
o View & update support requests
o Access published documentation
o Access available downloads
o Download reports
o View Job Tracking statistics
o Download sample files in PDF format
Standard hours of support are from 6:00 AM Pacific to 6:00 PM Pacific, Monday through Friday, excluding designated
statutory holidays. Weekend assistance is available and must be scheduled in advance and in most cases is billable.
InfoSend recognizes the below holidays and will be closed should they fall on a weekday.
• New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day
Inbound Support Ticketing, Escalation, and Resolution Workflow
All issues or questions reported to support can be tracked via an online support ticket. Account Managers can provide
support via telephone, email or the online support ticket tool that can be accessed by logging into www.infosend.com.
1. Contact Dedicated Account Manager: Each web submission, call or email is handled with personal support. Clients receive
support by contacting their dedicated Account Manager. If the client’s dedicated contact is not available, the support request
will be handled by another cross-trained Account Manager or Senior Account Manager. This representative will be your liaison
through the support process, giving you a single point of contact for issue resolution.
2. Request Logging: Each support request can be logged using InfoSend’s online Support Ticket Tool. Support Ticket requests
are assigned a unique ID and can be viewed by both InfoSend Support and the client’s authorized representatives. Support
Ticket requests are archived and can be filtered by open and closed requests.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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3. Escalation Procedure: InfoSend staff will internally escalate any required internal technical or operational resources to ensure
that quality issues are resolved quickly and completely the first time. All necessary modifications are thoroughly tested before
being applied to client applications to ensure that the final product meets quality expectations.
4. Ticket Resolution: Once an issue has been resolved, clients are notified of the solution and allowed to review new sets of
samples to approve any changes. Extra attention is paid to the new job throughout our production, quality control and mailing
process. When all parties confirm that the job is meeting quality expectations through every step in the process, we will
approve and release the job for completion.
5. Client Satisfaction: Any concerns or questions around the support being provided may be escalated to the Client Services
Director.
Proactive File Halt, Validation Error and Quality Control Support Procedures
InfoSend's data processing platform is designed to validate client data and will halt if any anomalies or incomplete data is
detected. In addition, InfoSend's dedicated QC process will review all printed outputs to check for issues caused by client
data. When issues are detected:
1. Alert Notification: InfoSend's internal system will automatically place the Job on hold, open a ticket and alert the CS
department via an internal alert system, identifying the client and type of output.
2. Assessment and Follow Up: InfoSend's CS personnel will assess and then follow up with the relevant client contacts to notify
of the issue.
3. Resolution: CS personnel will work with the client on how to address the data, either with a new data file or with programming
adjustments.
File Cancellation and Document Pull Request Procedures
InfoSend’s CS department accepts requests to cancel entire batches or pull select documents from a batch as a standard
function of the department. This request can be placed through InfoSend's online website support ticketing system, via
email, or by calling the 800 number. The request is then documented by the CS team and communicated to the InfoSend
production departments through our internal systems.
1. File Cancellation: These requests are typically submitted to InfoSend just after file transfer but before printing. InfoSend's CS
personnel will immediately change the status of the Job to prevent any further progression through the InfoSend
manufacturing environment and remove the Job batch from the queue. Clients utilizing the Sample Approval workflow will
have the option to cancel their own job, which will then be removed from the queue.
2. Pull Document Requests: These requests are typically submitted by the Client after the file is processed and prior to mailing.
Ideally, these requests would be submitted to the CS team prior to the mail piece receiving the “Quality Control” timestamp
in the website’s client-facing job tracking system. Once the job has been marked as completing Quality Control, it will be
moved into Mail Preparation. For this reason, Pull Document Requests made after the job has passed through QC should be
communicated directly via phone call to ensure that they are handled immediately to minimize the chance that the piece is
processed for mailing. The document to be pulled will then be intercepted after the document is printed. Pulled documents
can either be recycled or returned to the Client.
b. Staff Qualifications
• Identify and provide a resume for the Project Manager that will be assigned to this project and any
additional projects they will be involved in during the Contract term. The Project Manager will be the primary
point of contact for Owner and must be available on an as-needed basis. Describe how the Project Manager
will guarantee availability to Owner during the entire duration of the project.
Since the beginning of InfoSend’s partnership with the City, Bob Woods has been the City’s Account Manager and primary
point of contact. Bob is a trusted member of the InfoSend team and will remain the City’s dedicated Account Manager
going forward. Bob will remain the main point of contact throughout the life of the account and will also be available after
go-live for ongoing maintenance or improvement projects. Additionally, InfoSend has a robust Client Services Support
Associate (CSSA) team who provide front-line maintenance on daily support requests. This structure will remain, providing
the City with full coverage for day-to-day operations.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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Bob Woods
Experience InfoSend, Inc
Senior Account Manager
• Manage new client implementation projects in a variety of verticals
• Provide ongoing personal support to clients
• Coordinate between clients and internal departments to ensure compliance with best practices and
procedures
DataProse, Inc Coppell, TX (2011-2014)
Strategic Account Manager
• Responsible to build relationships and maintain Clientele
• Manage internal and external client relationships
• Ensure prompt issue resolution, client education and communications.
• Responsible for knowing client’s business as well as the client’s objectives and challenges.
CSG Systems, Inc. Coppell, TX (2010-2011)
Senior Account Manager
• Serves as main contact between CSG and client base of 90
• Works closely with other departments to ensure quality of product, timeliness of delivery and client
satisfaction
• Plans and manages project timelines, budgets and priorities
Education
• Identify additional key personnel from your company that will be assigned to this contract, including their
current job title and the role they will play in the project. For each staff person, attach a brief resume with
any pertinent licenses or accreditations and give at least one (1) example of a project where the staff provided
similar services to an organization with needs similar to those described in this RFP.
InfoSend's Key Support Personnel
InfoSend's mission to provide the industry-best support requires excellence and attention to detail within the Client
Services (CS) department. InfoSend has designed support around extensive procedural controls to ensure client output is
handled accurately and issues are addressed expeditiously. If InfoSend is awarded this contract, we will at that point assign
a dedicated Account Manager to work on the implementation project. This Account Manager will remain the main point
of contact throughout the implementation and will also be available after go-live for ongoing maintenance or
improvement projects.
Please find below a list of the Key Personnel, job titles, contact info, and their roles during the RFP process. For details
regarding each person’s educational background and relevant experience, certifications, and/or merits, please refer to
the following pages for resumes.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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Executive Management and Sales Team
• Will serve as the main contact for RFP questions and contract negotiations.
Russ Rezai
• Title: President
• Years of Employment: 30+
• RFP Role: Designated Contract Administrator
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: russ.r@infosend.com
Matt Schmidt
• Title: COO
• Years of Employment: 19+
• RFP Role: Designated Contract Manager
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: matt.s@infosend.com
Kelly Law
• Title: Territory Sales Manager
• Years of Employment: 18+
• RFP Role: Sales Contact/Primary RFP Contact
• Contact Info: Office: 800.955.9330 x 242; Mobile: 949.566.3891; Fax: 714.993.1306; Email: kelly.l@infosend.com
Robert Crawford
• Title: Territory Sales Manager
• Years of Employment: 15+
• RFP Role: Sales Contact/Secondary RFP Contact
• Contact Info: Phone: 800.955.9330 x364; Fax: 714.993.1306; Email: robert.c@infosend.com
DPPM Client Services Team
• Data Processing, Print, and Mail implementation team and ongoing support
• These contacts will report directly to Matt Schmidt, COO and Josue Martinez, Director of Client Services.
Matt Schmidt
• Title: COO
• Years of Employment: 19+
• RFP Role: Designated Contract Manager
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: matt.s@infosend.com
Josue Martinez
• Title: Director of Client Services
• Years of Employment: 26+
• RFP Role: Designated Client Deployment
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: josue.m@infosend.com
IT Team
• Will provide back-end support on this project.
• IT works in conjunction with InfoSend Client Services during any improvement projects and actively monitors
program functions after go-live. IT personnel report to Alex Nubla.
Alex Nubla
• Title: Director of IT
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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• Years of Employment: 1+
• RFP Role: IT Support
• Contact Info: Phone: 800.955.9330; Fax: 714.993.1306; Email: alex.n@infosend.com
Resumes & Experience
Russ Rezai: Russ co-founded InfoSend with his father, Mahmood, 30 years ago. Throughout his roles as Vice President of
Development, Chief Operating Officer, and currently as President, Russ has gained comprehensive experience across all
areas of InfoSend’s operations, emphasizing the company’s commitment to exceptional customer service. Under the
leadership of Russ and Mahmood, InfoSend has expanded nationally to five production facilities without outside
investment from private equity or venture capital, maintaining direct control over the company’s dedication to its clients.
Russ has played a pivotal role in InfoSend’s growth by prioritizing consistent employee training and support, recognizing
that staff are the primary ambassadors of the company’s customer service values. Effectively balancing growth strategies
with an unwavering focus on customer care requires deliberate planning, effective communication, and a strong culture
centered on client satisfaction. Russ’s expertise and steady leadership have been key in cultivating InfoSend’s reputation
for outstanding customer service, as evidenced by the company’s record of never having lost a client due to production,
support, or communication issues in its 30+ year history.
Russ Rezai
Experience InfoSend, Inc.
President
• Responsible for growing the company while improving quality level
• Reports to the Chief Executive Officer
• Leads and guides other executives
• Maintains awareness of both the external and internal competitive
expansion, new industry developments and standards
• Managed sales and business development
InfoSend, Inc. Anaheim then Fullerton, CA (2008 – 2016)
Chief Operating Officer
• Managed day-to-day operations
• Created formal Sales Department by selecting VP of Sales and transitioning sales management to
him
• Works with each department head to ensure company manages growth properly and scales
production and human resource capacity
• Regularly meets with VP of Sales, Director of Product Development and Direct of Client Services to
development plans and quality goals
• Involved with the creation of the facilities in IL and TX and the selection and training o
managers for these locations
InfoSend, Inc. Fullerton, CA (2001 - 2008)
VP of Development
• Managed research and development and selected the manager for IT
• Creation of eBusiness Services department
• New product and service development and deployment – including eBusiness Services
• Creation of variable data digital color printing department
• Created the Client Serviced Department and selected the manager for the department
• Managed sales and business development
InfoSend, Inc. Anaheim then Fullerton, CA (1996 - 2001)
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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• Laid groundwork for future IT development between 1996 and 1997
• Began research into Electronic Bill Presentment and Payment Services
• Stayed active part-time with company while studying at UC Santa Barbara
Education
Matt Schmidt: Matt joined InfoSend in 2007 as Director of Client Services, when the company operated a single production
facility. Through his leadership as Chief Operating Officer, InfoSend has successfully expanded to five production facilities
nationwide. Over the past 19 years, Matt has played a pivotal role in shaping InfoSend’s operations and organizational
growth, including:
• Collaborating with ownership to develop, build, and scale the Client Services team.
• Creating a formal implementation framework for Client Services, encompassing documentation, scheduling, workflow
optimization, and ongoing improvements.
• Leading the original implementation for a major energy utility, resulting in more than 100 installs that rely on Harris data
integration.
• Designing and implementing the Electronic Billing Presentment and Payment solutions, including feature development and
roll-out.
• Partnering with IT to develop the Insert Management application and request wizard on InfoSend.com.
• Assisting IT in building and executing InfoSend’s Inventory Management application.
• Coordinating with multiple departments to source, install, and enhance the document integrity system for mail production.
• Working alongside department heads and ownership to streamline processes and improve efficiency across the organization.
• Contributing to initiatives that scale production facilities in response to evolving client and partner requirements.
• Achieving USPS Mail Design Professional certification and serving as InfoSend’s primary liaison with USPS.
Under Matt's management, the Client Services team has maintained an exemplary record, ensuring InfoSend has never
lost a client due to production issues. Matt consistently demonstrates exceptional commitment beyond his
responsibilities, delivering measurable results and driving organizational success.
Matt Schmidt
Experience InfoSend, Inc.
Chief Operating Officer
• Manages Operations for InfoSend's nationwide production facilities
• Manages Client Services team responsible for all client implementation and support
• Works with management team on new product planning, development and support
• Works on strategic planning for operations including new technologies and services
InfoSend, Inc. Anaheim, CA
Director, Client Services
• Supervise employees and operations of the Client Services, Quality Control and Direct
Communications departments. Provided consultative solutions for prospect and clients.
• Develop, monitor and improve client implementation and support procedures.
• Coordinate and implement internal cross-functional processes in an environment of continuous
improvement.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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•
Education
Kelly Law: Kelly has served as an integral member of InfoSend’s team since 2008 (with a brief departure to the UK in 2014),
first as an Account Manager, then as a Sales and Marketing Executive. Kelly was quickly promoted to Territory Sales
Manager where she has excelled for years. During her tenure with InfoSend, Kelly has played a key role in the
organization’s continued success, consistently collaborating with executive leadership to achieve growth and
advancement across the board.
Kelly Law
Experience InfoSend, Inc.
Territory Sales Manager (2008 – 2014 and 2016 – present)
• New business development
• Account management and retention
• Assist in developing prospect strategies and retention
• Assist production team in ensuring quality print/electronic billing results
Sales and Marketing Executive (2009 – 2011)
• Key sales support and liaison between Sales and Account Management teams
• Developed vertical-specific and CIS-specific marketing campaigns
• Worked with sales team to develop RFP response content in order to streamline response
content
• Key author of company documentation still in circulation today
Account Manager (2008 – 2009)
• Primarily worked on new client implementation projects for both print/mail and EBPP
installations. Gained specific knowledge on product lifecycle including new product
development as well as implementation/maintenance of current offerings
Procurement Leaders, Ltd London, United Kingdom, (2014 – 2016)
Sales Executive, Marketing Solutions Division
• Managed 50 key accounts comprised of Global 2000 companies. Primary function was to build
global marketing engagement plans via global event sponsorship sales to help connect those
Education
Josue Martinez: For more than 26 years, Josue has been a key member of the InfoSend team and currently services as
Vice President of Client Success. He has successfully managed over 250 implementations and software conversions, with
over 100 of those leveraging the Harris data. This includes a wide variety of utility clients with differing needs, system
requirements, and timelines, giving Josue a strong foundation in adapting our solutions to meet complex demands. One
notable example of Josue’s abilities involves a recent implementation where he coordinated the successful migration of a
large customer base while preserving the exact look and feel of their existing customer-facing outputs. The project
included the configuration of over 50 custom business rules across 23 distinct templates each tailored to unique scenarios
within the client’s billing and communication processes. This required close coordination with the client to ensure
accuracy, consistency, and continuity throughout the transition.
Currently, Josue currently serves as the primary point of contact for approximately 10 large clients, helping to manage
ongoing support, enhancements, and change requests. Many of these involve custom configurations, integrations with
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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third-party systems, and addressing evolving regulatory or business requirements. Josue consistently provides strategic
management and direction to the Client Services team fostering client satisfaction, success, and ensuring long-term client
retention. Acting as an escalation point for InfoSend clients, Josue is expertly skilled in delivering unparalleled service and
support to InfoSend clients.
Josue Martinez
Experience InfoSend, Inc.
VP of Client Success
• Lead the Client Services team in fostering client satisfaction, success, and ensuring long-term
client retention
• Collaborating across departments to deliver unparalleled service and support
• Oversee all Client Services Managers
• Act as escalation point for InfoSend clients
InfoSend, Inc. Anaheim, CA (2016 – 2024)
Director, Client Services
• Responsible for all implementation and support services
• Oversee Account Management and dedicated support staff
• Act as escalation point for InfoSend clients
• Design new printed bill formats
InfoSend, Inc. Anaheim, CA (2000 – 2016)
Senior Project Manager
• Managed over 150+ implementations and software conversions
• Design new printed bill formats
• Work with programming team to streamline processes
Education
Proficient in Website/Forms Design using Following Applications/Languages:
Alex Nubla: With more than 30 years of experience leading technology teams and driving digital transformation, Alex
joined InfoSend as our IT Director, bringing a forward-thinking approach shaped by decades of work across healthcare,
finance, and other highly regulated industries. Throughout his career, he has guided organizations through complex
change, building scalable systems, modernizing cloud environments, and creating technology strategies that support long-
term growth. Known for his collaborative leadership style and ability to translate technical vision into real-world results,
Alex has led large, high-performing teams and managed complex IT ecosystems with a strong focus on governance,
security, and operational excellence. At InfoSend, Alex plays a key role in strengthening our infrastructure, advancing our
cloud capabilities, and supporting innovation across our platforms—ensuring we continue to deliver secure, reliable, and
forward-looking solutions for our clients.
Alex Nubla
Experience InfoSend, Inc.
Director of IT
• Manages research and development
• New product and service development and deployment – including Data Processing Print and
Mail, and eBusiness Services
ICANN Playa Vista, CA (2023–2026)
Director of Cloud Engineering
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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Acuity Eye Group
Chief Information Officer (CIO)
Kaiser Permanente Pasadena, CA (2010-2022)
Education
De La Salle University, Manila 1987
EPIC Certification in Tapestry, Member, Benefit
• Identify the Account Manager who will be handling all invoices and billing and will serve as the main point
of contact for this contract.
Bob Woods will continue to be the City of Yakima’s dedicated Account Manager. Bob is supported by InfoSend’s Client
Services Support Associate (CSSA) team who provide front-line support for day-to-day production concerns.
• If any of these contacts change during the contract term, the Contractor shall verbally notify the Owner
within twenty-four (24) hours of change and follow up in writing within five (5) business days of the date of
change.
InfoSend accepts this requirement.
c. Financial Capability to perform contract
Proposer shall submit either a current Financial Review or Compilation Report by a CPA firm, which is not to
be older than one (1) year, or a Financial Statement from their bank asserting that Contractor has the Financial
Capability to perform this contract. Owner reserves the right to use other means to substantiate Financial
Capability, e.g. D&B reports, BBB, or other means.
InfoSend's 2024 financial statements have been included separately and marked confidential. Our 2025 financial
statements are currently in progress by our Accountants and can be made available to the City upon completion. InfoSend
asks that these Financials remain confidential during the RFP evaluation process and for any public records requests
following the RFP award.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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Tab 6 – Sample Contract and Terms and Conditions
The Sample Contract provided with this RFP represents the terms and conditions which the Owner expects to
execute in a contract with the successful Proposer. Proposers must accept or submit point-by-point
exceptions along with proposed alternative or additional language for each point. The Owner may or may not
consider any of the Proposer’s suggested revisions. Any changes or amendment to any of the Contract Terms
and Conditions will occur only if the change is in the best interest of the Owner.
If selected, InfoSend respectfully requests the opportunity to revise the following contract provisions in a way that is
mutually agreeable to both parties. We have reviewed the City’s Sample Contract and would like to submit the following
redlines for consideration:
4. Price Increases
Request to insert the following language: "InfoSend may increase Fees annually after the first anniversary of the Effective
Date based on the percentage change in the Producer Price Index for Final Demand (PPI-FD), as published by the U.S.
Bureau of Labor Statistics, measured from the most recently published index available at the time of the prior adjustment
to the most recently published index available at the time of adjustment. InfoSend will provide at least thirty (30) days’
written notice of any increase. An amendment is not required for such adjustments unless other terms of the Agreement
are modified. Postage fees may change at any time with US Postal Service regulations without an amendment to the
Agreement.
13. Indemnification and Hold Harmless
Request to revise subsection (a) as follows: “Contractor shall take all necessary precautions in performing the Services to
prevent injury to persons or property. The Contractor agrees to release, indemnify, defend, and hold harmless the City,
its elected and appointed officials, officers, employees, agents, representatives, insurers, attorneys, and volunteers from
all liabilities, losses, damages, and expenses related to all claims, suits, arbitration actions, investigations, and regulatory
or other governmental proceedings arising out of the sole negligent acts or omissions of Contractor, its officials, officers,
employees or agents from or in connection with this Agreement or the acts, failures to act, errors or omissions of the
Contractor, or any Contractor’s agent or subcontractor, in performance of this Agreement, except for claims caused by
the City's sole negligence.”
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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Tab 7 – Required Forms
Include here any additional completed forms required in the RFP. Failure to complete and/or provide any
required forms may result in disqualification of proposal, including, but not limited to:
Proposer Questionnaire
Please note that InfoSend does not have any employees in Washington and none of the work that InfoSend performs
occurs in the state. To that end, InfoSend does not maintain an active UBI number.
Please refer to the following pages.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
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Proposer References
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
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Certificate of Insurance
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
|
Tab 8 - Cost Proposal as identified in Section V
Provide all cost information according to the instructions provided. Include all costs for furnishing the
product(s) and/or service(s) included in this proposal. Identify all assumptions. Failure to provide any
requested information in the prescribed format may result in disqualification of the Proposal. Also include on
a separate sheet under this tab a list of all Optional Services and the price for each service. If service is not
provided, please state so.
InfoSend has provided pricing as required.
Proposers are encouraged to list any points not addressed in these specifications that they feel improve or
enhance the operation of their services.
InfoSend has added our standard pricing tables for the City’s consideration. As mentioned previously, there are two items
we wanted to highlight for the City’s consideration:
First: it appears that the City is not currently printing on the backside of bills and notices, though this is available at no
additional cost. If the City would like to use document backer space for custom messaging or other information, InfoSend
is happy to work to incorporate this.
Second: the City is utilizing InfoSend’s Print Image Archive service for 12 months of document storage. We wanted to point
out that we have an integration to Paymentus to support customer document history through the Paymentus portal. With
this integration, InfoSend’s print image archive documents are made available through Paymentus, and can also include
additional insert communications. If presentment is not currently supported through Paymentus, or if it does not match
printed outputs, InfoSend recommends considering this as an option.
V. COST PROPOSAL
1. General Instructions for Preparing Cost Proposals
Proposer must submit a cost proposal under Tab 8 of their proposal. If proposer agrees to allow other
governmental agencies to purchase goods or services from the awarded Contractor under the resulting
contract, price accordingly so other jurisdictions can perform an apples-to-apples comparison for their
resulting contract.
InfoSend accepts this requirement.
2. Total Project Cost
Proposer must provide a total project cost to include all requisite services, materials, work products and
ancillary expenses including itemized implementation costs. Available budget for this project is estimated to
be between $100,000 and $125,000 per year.
InfoSend has provided an annual contract value analysis below. USPS postage expense outpaces InfoSend’s expense by
557%. Postage is often included in our clients’ contract Not to Exceed amounts, however it is an expense we cannot
control. InfoSend will invoice postage at actual cost and will pass through all savings to the City of Yakima.
InfoSend’s total contract value as proposed will be an estimated $34,020.00. USPS postage is estimated at $155,640 for
the next fiscal year (though we expect actuals to be slightly lower). Total estimated contract value with InfoSend expense
and USPS expense is $189,660.00. If the City’s total project cost of $125,000 was meant to include postage, we recommend
that you increase this amount and can provide an export of USPS expense for 2025 for review.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
|
Proposer is to provide cost for postage as follows:
Provide an average postage amount that is based upon the information provided in the RFP Specifications
(Reference Section IV Proposal Requirements, 1. Scope of Services, C. Annual Volume).
InfoSend has the benefit of having USPS postage expense actuals for the City of Yakima.
In 2025 the USPS increased posted once in the month of July. We are expecting an additional increase in July 2026, and
anticipate bi-annual increases (January and July) as has been customary with the USPS historically.
Total 2025 USPS spend was $136,739.00 with a monthly average of $11,394.94. When estimating postage increases,
we typically advise clients to add a 10% buffer to account for changes to first class postage pricing. InfoSend is happy to
provide an export of USPS expense if the City is interested in drilling down on historical cost further.
Contractor and any subcontractors’ travel expenses (e.g. airfare, lodging, and meals, insurance) and other
miscellaneous expenses related to the provision of on-site services must be included in the proposed cost and
cannot be an additional charge.
Not applicable.
Contractors’ expenses related to providing on-site services (e.g. computer, printer, miscellaneous equipment)
must be included in the proposed cost and cannot be at an additional charge.
Not applicable.
Provide terms if compensation is offered for failed/delayed mailing.
InfoSend Service Level Agreement
InfoSend's Customer Communications Management (CCM) platform, eBusiness applications and document manufacturing
environments are designed with business continuity and reliability in mind. All client contracts are backed by Service Level
Agreements (SLAs) to give clients the assurance that data processing, document production and distribution, and
eBusiness applications will perform accurately and on time. During its entire history in business, InfoSend has never lost a
client due to failure to deliver on an SLA.
Print and Mail Monthly Volume Fee Monthly Annual
Postage Monthly Volume Fee Monthly Annual
Archive and Bill Presentment through VertexOne Monthly Volume Fee Monthly Annual
Annual Contract Estimate 189,660.00$
Annual Contract Estimate minus postage 34,020.00$
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
|
A sample SLA is provided below, however, InfoSend routinely collaborates with clients on an SLA that suits the dynamics
of their particular data, documents or eBusiness applications.
Sample SLA:
InfoSend agrees to the following Service Level Agreement (“SLA”) with penalties for non-compliance during delivery of
InfoSend services detailed in this agreement. The SLA applies even in the case of a routine natural disaster (such as an
earthquake or fire) or other issues that necessitate the transfer of the Service to a disaster recovery facility. SLA penalties
do not apply if errors or delays are caused by Client or if there is a serious issue such as an act of war or region-wide
calamity that no company could prevent against using commercially available disaster preparedness techniques. InfoSend
and Client agree on the following SLA:
• InfoSend hosted web applications will maintain a 99.99% uptime.
• Documents will be produced and distributed exactly as displayed in the Client-approved sample file.
• Documents will be printed on the correct forms and inserted into the correct envelopes.
• The documents will be printed and mailed the next business day.
• Completed job batch reports will be provided within 24 hours.
• Documents will be emailed upon batch completion to client's customers enrolled in an InfoSend eBusiness application.
• Planned system maintenance will be communicated by InfoSend in advance.
If the above SLA is not met, a 10% Service Fee penalty will be provided for each business day that a batch of documents is
delayed. The penalty would apply to InfoSend’s Service Fees only and not to postage or materials (printed stock, envelope
stock, etc.). If the data is not output as displayed in the Client-approved sample file, a 50% Service Fee credit will be
provided if the issue did not impact all documents in the batch or did not impact the ability for customers to understand
the documents and remit payments. If the issue affected all documents in the batch or impacted the ability for the
customer to understand the document, a 100% Service Fee credit will be applied (e.g., inaccurate data was printed due to
an InfoSend data processing error).
Owner will coordinate and provide any requisite meeting space for on-site services.
InfoSend accepts this requirement.
3. Pricing and Discount
The Owner qualifies for governmental discounts. Unit prices shall reflect these discounts. Unit prices shown
on the proposal or contract shall be the price per unit of sale (e.g., hour, ea.) as stated on the request or
contract. For any given item, the quantity multiplied by the unit price shall establish the extended price, the
unit price shall govern in the proposal evaluation and contract administration.
InfoSend accepts this requirement and has provided pricing as described.
4. Price Clarifications
The Owner reserves the right to clarify any pricing discrepancies related to assumptions on the part of the
Proposers. Such clarifications will be solely to provide consistent assumptions from which an accurate cost
comparison can be achieved.
InfoSend accepts this requirement.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
|
InfoSend Data Processing, Print and Mail Pricing
RECORD COUNT – 200 annual / 17 monthly
TOTAL PAGE COUNT - 257,641 annual / 21,470 monthly
TOTAL MAILPIECE COUNT - 238,532 annual / 19,878 monthly
Package includes: Data processing, one printed page up to 4/1 ink, InfoSend
$0.1275 per document
Finished mail pieces are delivered to the USPS within one (1) business day. If electronic PDF samples (proofs) are
requested then the mailing will be completed within one day of sample approval. File upload deadline for next-day mailing
is 3:00PM (TX & FL 1:30 PM) local time at the production facility designated for your account. If samples are required then
they must be approved by 5:30PM (TX & FL 3:30 PM) local time for the file to be mailed by the next business day.
The below green shaded rows provide the components of the summary price given above. All pricing is based on “Client
Volume Assumptions” listed and excludes applicable sales tax.
up to 4/1 ink (full color print on
front, one color print on back)
A postage deposit will be required prior to starting service.
Print Color Options (colors per side) * $0.0675 for up to 4/4 printing
Inline Insert Print Fee* $0.0525 Black printing
$0.0625 Color printing
Batch Fee (per mailing batch under 200 mail pieces) $5.00
Excess Pages Handwork Surcharge (per mail piece) $0.35
Address Updates – per “hit” (address that gets updated) $0.30 NCOA
$0.30 ACS
*Prices assume normal ink/toner coverage for business documents. Flood coating the entire page in color or other types of extremely high coverage designs
may cost more or not be technically feasible. Extremely high coverage designs can cause content to bleed through to the other side of the page or to cause
Outgoing Flat Envelope – used for mail pieces with excess pages $0.19
*InfoSend reserves the right to increase paper, form, and envelope fees as needed, with thirty (30) days’ written notice to Client, in the event of
extraordinary increases to the cost of paper. If the parties are unable to reach agreement on the proposed increase, either party may terminate
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
|
InfoSend Produced Quoted based on specification
Envelope Messaging (Snipes) Quoted based on specification
Electronic Inserts, per insert $0.010
Inserting Fee, per insert
Fee to insert an InfoSend produced or Client provided marketing or informational insert. Client
provided (drop-shipped) inserts must be professionally packaged and ready for usage. If folding is
required then additional fees apply based on folding requirements. Minimum fee is $0.01 per insert
for folding. If inserts are not professionally packaged and damaged in shipment or require
additional labor to prepare for inserting then additional fees can apply.
Per item fee assumes the insert will be included in all mail pieces. Selective inserting is available but
requirements must be reviewed on a case by case basis to determine if additional fees will apply
Print Image Archiving (Per Document Image), with included USPS mail tracking $0.0154 - For 12 Months of Retention
$0.0254 - For 24 Months of Retention
InfoSend may increase Fees annually after the first anniversary of the Effective Date based on the percentage change in
the Producer Price Index for Final Demand (PPI-FD), as published by the U.S. Bureau of Labor Statistics, measured from
the most recently published index available at the time of the prior adjustment to the most recently published index
available at the time of adjustment. InfoSend will provide at least thirty (30) days’ written notice of any increase. An
amendment is not required for such adjustments unless other terms of the Agreement are modified. Postage fees may
change at any time with US Postal Service regulations without an amendment to the Agreement.
InfoSend, Inc. | www.infosend.com InfoSend Response to City of Yakima, Washington RFP #12605P
Utility Bill Printing and Bulk Mailing Services
|
Fee Explanations
Printing and Mailing Service
• Print Fee: Price includes baseline number of colors printed on the front and back of the document. All variable and static images are dynamically imaged
onto white form with a perforation.
• Postage: Clients are invoiced for the exact postage used. Leveraging InfoSend’s USPS compliance and expertise, clients are provided the lowest possible
USPS automated rates when client batches qualify.
• Optional Color Upgrades: Different options are available at different prices. Numbers fewer than 4 equal individual colors, 4 equals full color. The number
1 means black or grey. All sheets are billed at the same rate; the price for the sheet with the highest number of colors is the applicable fee. 4 equals CMYK
(full color).
• Batch Fee: Assessed to cover InfoSend costs when batches transferred to InfoSend fall below threshold.
• Inline Insert Print Fee: Price for inserts printed on demand as additional pages. Allows for more dynamic customer messaging without the extra pre-
production lead time and overhead.
• Excess Pages Handwork Surcharge: Surcharge is assessed per mail piece (not per page). This surcharge only applies to multiple page bills that have too many
pages to be inserted into a #10 envelope by machine. This surcharge covers the necessary manual labor required to process these mail pieces.
• Address Updates – NCOALink or ACS: Per reported update. InfoSend electronically reports the addresses it received in your data that need to be updated
because the customer filed a Change of Address Report with the USPS. Cost is per update.
Materials
• Paper Stock: White paper stock with or without perforation. Paper is 8.5x11” and 24lb. Price includes all inventory costs. A larger 8.5x14” format is available
at a higher material cost and higher printing cost.
• Outgoing #10 Envelope: #10 InfoSend Standard Double Window Outgoing Envelope. Includes security tint printed on the inside of the paper stock and clear
film that prevent the contents of the envelope from being viewed. Sourced with sustainably logged paper (SFI).
• Return #9 Envelope: #9 InfoSend Standard Single Window Return Envelope. Includes the same security tint and SFI paper as the #10.
• Outgoing Flat Envelope: Single window envelope, only used for multiple page statements that do not fit in the #10 envelope.
Insert Services
• InfoSend Produced Inserts: Utilizing InfoSend printing and/or design services, inserts can be produced by InfoSend. Price quoted on request.
• Envelope Messaging (Snipes): Custom messages and images can be printed onto the standard InfoSend #10 double window envelope as a more cost-
effective alternative to pre-manufactured custom envelopes. The price depends on the artwork – number of colors and whether it prints on one or both
sides of the envelope, as well as order quantity. Price is quoted upon request.
• Electronic Inserts: Fee per digital image of a physically produced insert included in the PDF copy of a document. Ensures that client representatives and
client customers can get the same information in the electronic bill as would go out physically.
• Inserting Fee: Client provided or InfoSend produced inserts to be included with InfoSend produced mail. Additional fee applies if insert arrives at InfoSend
but requires folding prior to insertion. Setup fees may apply for programming selective inserting. InfoSend-printed inserts are quoted upon request.
Optional Document Services
• Print Image Archiving: Fee per document to process, index, and store a document as a PDF for a set number of months. PDFs are securely accessed using
an InfoSend website application, and includes USPS mail tracking for all outbound First Class mailed documents. Setup fees may apply depending on
configuration needs.
• Print Image Archive API Monthly Support Fee: A flat monthly support fee to provide API access to documents in the InfoSend Print Image Archive. InfoSend
will work with the designated third parties that a Client chooses, and provide support and open access to API calls on a monthly basis.
• Professional Services Fee: Per hour and performed only upon request for customizations made to processing program or document format after go-live.
Work is only started after receiving client approval of a formal quote.
• Returned Mail Handling: InfoSend will provide electronic reporting of mail that is returned by USPS, saving clients the hassle of receiving and opening
returned mail to update records. All records which are not delivered will be securely destroyed and recycled after reporting.
• Remit Tracking: For clients utilizing the Print Image Archiving service, InfoSend can also track inbound mail from customers utilizing an included remittance
stub in the outbound mail. With Remit Tracking clients will be able to see when a customer responded to the original mail piece, as well as get a daily report
of inbound mail with an estimated value of payment remittances based on the outbound mail.
ITEM TITLE:
BUSINESS OF THE CITY COUNCIL
YAKIMA, WASHINGTON
AGENDA STATEMENT
Item No. 7.E.
For Meeting of: May 12, 2026
Resolution awarding and authorizing an agreement with InfoSend,
Inc., for Utility Bill Printing and Bulk Mailing Services (Enterprise
Fund)
SUBMITTED BY: *Anabel Chavez, Utility Customer Service Manager
Christina Payer, Buyer II, Purchasing
SUMMARY EXPLANATION:
If awarded, the contract will establish unit prices over the next five years for utility bill printing and bulk
mailing services. Services provided under this contract include, but are not limited to, data processing,
printing, mailing services and charges for paper, envelopes and United States Postal Service (USPS)
postage. The vendor is a USPS certified Full -Service Intelligent Mail barcode (IMb) mailer, which allows
them to extend a $0.005 discount per qualified mail piece to the city. The term of the contract is one year
with four one-year extensions available to the City.
The approximate annual contract value of this award is $190,000 for service costs and postage.
ITEM BUDGETED: Yes
STRATEGIC PRIORITY 24-25: A Resilient Yakima
RECOMMENDATION: Adopt Resolution.
ATTACHMENTS:
12605P Resolution.docx
12605P Agreement_InfoSend.pdf
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