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HomeMy WebLinkAboutAOT Public Safety Corp - Cry Wolf CONTRACT FOR FALSE ALARM BILLING AND TRACKING SERVICES THIS CONTRACT FOR FALSE ALARM TRACKING AND BILLING SERVICES (this "Contract") made and entered into this day of4� 2014, by and between the City of Auburn, a Washington municipal corporation ("Auburn") and ACT Public Safety Corporation ("Contractor" or "PSC"), a corporation of the State of Maryland with its principal offices located in Waldorf, Maryland. WITNESSETH: Whereas, Chapter 9.30 of the City Code regulates alarm systems and false alarms; and Whereas, PSC has been the City's contracted manager for enforcement of the False Alarm Ordinance since May 2009; and Whereas, the parties wish to renew the contract for up to another five years. Now, Therefore, the parties agree as follows: 1 . Term. The term of this Contract shall commence as of the date first written above (the "Effective Date')and unless terminated as herein provided shall exist and continue for an initial term of one(1) year Auburn shall have the right at its option to extend the Contract for additional periods of one (1) year each upon the same terms and conditions. The total contract period shall not exceed five (5) years from the Effective Date. The option shall be deemed exercised in each successive year upon written notice by Auburn to the Contractor. The notice shall not be later than sixty (60) days prior to the expiration of the then effective remaining term. 2 . Contract Documents and Order of Precedence. The contract documents consist of the following Attachments which are incorporated into the Contract by this reference: A. Attachment A, describes the Scope of Services to be provided by the Contractor and the City's operational responsibilities; Attachment B, Payment Terms; and, Attachment C, including the original Auburn Request for Proposals (RFP) for a Contract for False Alarm Administration Services; and the Contractor's original response to the RFP under its proposal to the City of Auburn (Proposal),. B. The Order of Precedence shall be as follows: (1) this Contract; (2) Attachments A and B; (3) the RFP; and, (4) the Proposal. 3 . Alarm Management Scope of Services. A. The Contractor shall provide the False Alarm Administration Services (FAAS) in accordance with the Scope of FAAS Services described in Attachment A. City of Auburn/PSC Page 1 of 13 B. The Scope of FAAS Services shall assist Auburn in managing its Alarm Ordinance to include, without limitation, registration of responsible persons (including individuals, businesses and government agencies) who use alarm systems, issuance and notification of alarm permits and permit fees, issuance and notification of false alarm penalties in accordance with the Alarm Ordinance and at the direction and under the supervision of Auburn's Alarm Administrator, maintenance of a database of registered persons who use alarm systems, management of false alarm occurrences, collection of fees, the collection and enforcement of penalties for violations, generating performance and outcome reports and assuring the availability to Auburn of false alarm information, all as more specifically described in Attachment A - Scope of FAAS Services. 4 . Software license Auburn shall be licensed and authorized to use the Software and any additional specific customization and development provided as part of the FAAS Services, all in accordance with Attachment A. The license shall cover all the Software, including, without limitation, software interfaces and software modifications. The scope of the license is non-transferable and non- exclusive and is authorized by PSC for use by Auburn to access its false alarm information. 5 . Duration of the Software License. Auburn shall have the right to use the Software in accordance with Attachment A for so long as the Contractor provides FAAS Services to Auburn or in accordance with the Termination provisions in this Contract. This license shall apply for the duration of the Contract and any extensions provided for herein or agreed to in writing by the parties. In the event the business relationship with PSC is terminated or ended for any reason, Auburn' license rights to use the Software shall likewise terminate except as provided for in this Contract,including Attachment B. 6. Modification of the Software. A. Modifications or adaptations of the Software shall be limited to creating interfaces between the Software and Auburn's computer systems required to import or export data in order to implement the Software. Software "customization" includes, without limitation, adaptations necessary to meet the requirements established by Auburn for reasonable program, technical, and/or legislative changes. B Auburn shall retain a nonexclusive License to use the modified and/or"customized" interfaces with the Software, provided, however, the use of the original Software with such adaptations in any projects other than the management of the Alarm Ordinance shall be subject to additional compensation to PSC in an amount and subject to terms to be determined by the parties in writing prior to any such additional use. 7 . Protecting Confidential Information. The proprietary information of both parties, PSC and Auburn, is and shall remain the valuable intellectual property of each respective party Except as required by law, neither party shall disclose any such information to any third parry for any reason without the express written consent of the other party and shall only use proprietary information for internal purposes to facilitate and assist PSC and Auburn staff in the administration of the Alarm Ordinance. In addition, the parties shall provide reasonable safeguards to protect their respective software, hardware systems and data from unauthorized intrusion by third parties. City of Auburn/PSC Page 2 of 13 PSC acknowledges that Auburn is subject to Washington's Public Records Act, Chapter 42.56 of the Revised Code of Washington. If Auburn gets a request for records that contains PSC's confidential information, Auburn will notify PSC of that request and Auburn's proposed response. Auburn shall give PSC 10 calendar days to obtain an injunction prohibiting the release of records. PSC shall be responsible for all litigation costs related to its decision to seek to enjoin release of records. If Auburn is assessed penalties or costs as a result if PSC's actions to enjoin release of records, PSC shall reimbuse Auburn for those penalties or costs. Names, addresses, type of alarm, identification information of any alarm monitoring company, or identification information of any person cited under the Alarm Ordinance shall not be released, exhibited or sold to a third parry by PSC All data received hereunder shall be made a part of the Auburn's permanent records and files and preserved therein for a period in accordance with the requirements of Washington law, Auburn will inform PSC of the required retention time in writing as soon as that information is released by the Washington Secretary of State. 8 . Reproduction and Copyright. A. The Software is protected under the Copyright and Patent laws of the United States, and as extended by treaty, with Canada. Auburn may not copy, or allow anyone else to copy or otherwise reproduce, any part of the Software without the prior written consent of PSC, except to store and/or install a copy of the Software on a storage device, such as a network server, used only to run the Software on other computers over an internal network and except for two copies for back- up or archive purposes. B. Auburn may copy the licensed Software as necessary to its hard disks or other such storage medium to efficiently operate the Software on Auburn's single-user system, multiple-user system, or network. The Software shall be copied as a whole, and the use of the copies shall be governed by this Contract. All other copying is prohibited. 9 . Limitations on the Use of the Software. Auburn may not reverse engineer, decompile, or disassemble the Software. The Software is licensed as a single product. Its component parts may not be separated. 10 . Notices of Intellectual Property Rights. Auburn shall assure that PSC's notices of intellectual property(e.g., patent,trademark, and copyright notices) provided by PSC, if any, shall remain visible on the Software when displayed electronically, or when output created by it, is printed. 11 . Payment. Auburn shall pay the Contractor for the FAAS Services described, in accordance with Attachment B ("Payment Terms"). Auburn is a Washington public entity and all financial obligations extending beyond the current fiscal year are subject to funds being budgeted and appropriated therefore. 12 . Collection of Fines. City of Auburn/PSC Page 3 of 13 Auburn shall support the collection of false alarm fees and fines in accordance with the Alarm Ordinance and at the direction of the Alarm Administrator If Auburn directs PSC to engage a third-party collection organization for delinquent amounts, Auburn shall cause the necessary legislative and administrative procedures to be enacted and/or adopted in order to delegate to the Contractor the authority to collect unpaid fees on behalf of Auburn. 13 . Confidentiality of Auburn False Alarm Data. Any false alarm collection data provided to the Contractor during the performance of the FAAS Services shall be used only in a manner consistent with this Contract, and no false alarm collection data shall be disclosed without the prior written consent of Auburn. If such disclosure is compelled or required in any judicial or administrative proceeding, the Contractor shall, before disclosing such information, first notify Auburn and give Auburn an opportunity to object to the disclosure. In the event Auburn objects to such disclosure, it shall notify the Contractor that it will indemnify it for any costs and expense incurred, including, without limitation, the cost of attorney fees expended in the defense of any action or proceeding, or relating to the refusal to disclose such information. 14 . Auburn Responsibilities. Reserved. 15 . Auburn Alarm Administrator To facilitate effective communication between Auburn and the Contractor, and in accordance with the Alarm Ordinance, Auburn shall designate an Alarm Administrator. The Alarm Administrator shall have the power and authority to make decisions relating to the FAAS Services. A secondary Alarm Administrator will also be designated to act on behalf of the Alarm Administrator when the primary Alarm Administrator is unavailable. The Alarm Administrators shall be designated by the Chief of Police. 16. Resolution of Disputes. A. Mediation. In the event of a dispute between the parties concerning any matter arising under this Contract, the parties shall proceed to good-faith mediation of the dispute. The mediation venue shall be Auburn, Washington. The cost of mediation shall be shared equally. If mediation is ineffective, either party may avail themselves of all legal remedies. 17 . Termination. A. By Auburn. Auburn may terminate this Contract for any reason and at any time by giving at least sixty(60)days written notice to the Contractor of such termination and specifying the effective date thereof. If the Contract is terminated by Auburn, the Contractor will be paid for any services already performed. The Contractor shall be liable to Auburn for any damages sustained by Auburn by virtue of any breach of the Contract by the Contractor In addition, to other remedies it may have in law or equity,Auburn may withhold payments to the Contractor forthe purpose of setoff until such time as the exact amount of damages due Auburn from the Contractor is determined. City of Auburn/PSC Page 4 of 13 B. By Ordinance or Procedures. PSC and the City agree that should ordinance changes or procedure changes be effected in the Alarm management ordinances, the City and/or PSC shall have the option to request changes to the operating agreement parameters. C By the Contractor for Cause. If Auburn substantially changes the Alarm Ordinance by reducing or eliminating the system of false alarm fees collected through its administrative process, the Contractor shall provide thirty (30) days prior written notice that false alarm fee collections have not been made in accordance with this Contract. If enforcement procedures and/or collection obligations are not changed to the reasonable satisfaction of the Contractor, the Contractor may terminate this Contract after a further thirty(30)day written notice to Auburn. 18 . Rights upon Termination. A. If the Contractor is entitled to terminate this Contract, the Contractor shall offer Auburn an option, which must be exercised within thirty (30) calendar days after the Notice of Termination, to purchase a conditional, uninterrupted, non-exclusive and non-transferable license to use the proprietary FAAS Software, CryWole, as necessary to support and administer Auburn's Alarm Ordinance conditional on the payment of initial and annual license and services fees at the Contractor's then prevailing rates. Payment of the fees shall be within thirty (30) calendar days of the expiration of each prior paid year B. If Auburn terminates this Contract or if the Contractor terminates for cause, Auburn, in addition to payment of false alarm collections owed to the Contractor through the date of termination, shall undertake good faith efforts to collect any FAAS Service fees and civil penalties for Ordinance violations billed, but not yet collected,through the date of termination, in order to pay the Contractor, all amounts due the Contractor as a result of efforts engaged in by the Contractor on Auburn's behalf 19 . Indemnification. A. The Contractor shall indemnify, hold harmless, and defend Auburn, its elected and appointed officials, employees, agents and successors in interest from all claims, damages, losses and expenses including attorneys fees, arising out of or resulting, directly or indirectly, from the Contractor's (or Contractor's subcontractors, if any) performance or breach of the Contract provided that such claim, damage, loss, or expense is not caused by the negligent act or omission or willful misconduct of Auburn or its elected and appointed officials and employees acting within the scope of their employment. This Hold Harmless and Indemnification provision shall in no way be limited by any financial responsibility or insurance requirements and shall survive the termination of this Contract. B. In the event that a claim is made against the Contractor,which arises out of the negligence or willful misconduct of Auburn or any of Auburn's employees, Auburn shall indemnify the Contractor to the extent Auburn is liable under the law C Any party seeking indemnification shall promptly notify the other party of its discovery of any matter-giving rise to a claim of indemnity For each individual claim, the indemnifying party shall have no obligation to the other or to any third party with respect to any expenses incurred by or on behalf of the other or its assumption of control of the defense of the claim, or with respect to any compromise or settlement made, without the prior written consent of both parties. City of Auburn/PSC Page 5 of 13 20 Patent infringement. The Contractor shall indemnify Auburn, its elected and appointed officials, officers, employees, agents, and successors in interest from and against all damages and expenses resulting from any infringement action brought against the Contractor, or against Auburn to the extent that any such action is predicated on the use of Contractor's software, during the term of this Contract. This Hold Harmless and Indemnification provision shall in no way be limited by any financial responsibility or insurance and shall survive termination of this contract. 21 . Limitation of Liability In no event shall either Party be liable to the other for consequential, special, or incidental damages arising out of or relating to performance and nonperformance. This limitation shall apply regardless of the form of action, whether in contract or in tort, including negligence or misrepresentation. 22 . Insurance. This Contractor shall provide and maintain in full force and effect at no additional cost to Auburn for the duration of the Contract commercial general liability insurance or comprehensive general liability insurance with a minimum limit of$1,000,000.00 per occurrence for bodily injury and damage to property including contractual liability, premises/operations, products/completed operations, independent contractors, broad form property damage, and personal injury coverage and a minimum aggregate amount of $1,000,000/00 or commercial/comprehensive general liability insurance plus additional excess umbrella liability insurance to meet these limits. The Contractor agrees that it shall add Auburn, its elected and appointed officials, officers, employees, agents, and successors in interest to the Contractor's liability insurance policies as additional insureds. The Contractor shall require its insurance carrier or agent to certify that this requirement has been satisfied on all Insurance Certificates issued under this Contract. Before any work is initiated and before any invoices are paid for work performed under this Contract, the Contractor shall provide written proof of compliance with the above insurance requirements by delivering to- City of Auburn Police Department Attention: Assistant Chief William T Pierson 340 East Main Street, Suite 201 Auburn, Washington 98002 a copy of a certificate or certificates of insurance completed by its insurance carrier or agent certifying that minimum insurance coverages as required above are in effect and that the coverage will not be canceled or changed until thirty (30) days after written notice is given to Auburn. The Contractor shall maintain, update, and renew the Certificate(s) for the term of this Contract. 23 . Assignment. This Contract shall not be assigned to any third party without prior written consent, which may be withheld in the sole and absolute discretion of either party City of Auburn/PSC Page 6 of 13 24 . Attorney's Fees. Should the parties or either of them employ an attorney to enforce by litigation in a court of competent jurisdiction, any of the contract provisions because of a disputed matter arising underthis Contract, to assert damages for the breach of the Contract, or in order to obtain injunctive relief, then the prevailing party shall be entitled to recover reasonable attorney's fees, costs, charges, and any expenses expended or incurred. 25 . Notices. Wherever under this Contact one party is required or permitted to give notice to the other, such notice shall be deemed given when delivered in hand or when mailed, by United States mail, certified, return receipt requested, postage prepaid, and addressed as follows: In the case of the Contractor Public Safety Corporation 103 Paul Mellon Court Waldorf, Maryland 20602 Attention: Contract Administration In the case of Auburn: City of Auburn Police Department Attention: Assistant Chief William T Pierson 340 East Main Street Suite 201 Auburn, Washington 98002 26. Governing Law The substantive laws of the State of Washington shall govern this Contract without regard to the law of conflicts. Venue shall be in the Superior Court of King County, Washington. Such actions shall neither be commenced in nor removed to federal court. This section shall not apply to subsequent actions to enforce a judgment entered in actions heard pursuant to this section. 27 . Severability If any provision of this Contract is held invalid or otherwise unenforceable,the enforceability of the remaining provisions shall not be impaired. 28 . No Waiver The failure by any party to exercise any right stated in this Contract shall not be deemed a waiver of the right. 29 . Complete Agreement. This Contract when signed by both parties sets forth the entire understanding of the parties as to its subject matter, conditions and obligations and may not be modified except by furtherwritten agreement. City of Auburn/PSC Page 7 of 13 30 Independent Contractors. In performing the work under this Contract,the Contractor acts as an independent contractor and is solely responsible for necessary and adequate worker's compensation insurance, personal injury and property damage insurance, as well as errors and omissions insurance. The Contractor, as an independent contractor, is obligated to pay federal and state income tax on moneys earned. The personnel employed by the Contractor are not and shall not become employees, agents or servants of Auburn because of the performance of any work by this Contract. [Remainder of Page Intentionally Left Blank] City of Auburn/PSC Page 8 of 13 WHEREAS, the individuals representing the parties are both authorized and have executed this Contract effective as of the date first written above. Auburn, Washington BY' GAU6 Nancy Ba s, Mayor ATTEST BY. 10/ tG Danielle E. Daskam, City Clerk A7PVFOR � A- P ban4l B Heid, it or e AOT Publi afetY Corpora ' n By- M , ed Signing Officer] a2 -(Z"71 '-,L - C O O [Name and Title— please print] ATTES Y nA" V V City of Auburn/PSC Page 9 of 13 ATTACHMENT A FAAS Scope of Services Purpose The purpose of this Scope of Services is to summarize the duties and responsibilities of AOT Public Safety Corporation ("PSC"), and the City of Auburn, Washington ("Auburn") as described in more detail in the RFP and Proposal in Attachment C. PSC Responsibilities PSC will be responsible for the daily operation of the Program. This will include: 1 Registering and updating alarm permits in accordance with the Auburn Alarm Ordinance ("Ordinance'). Permit registrations may be processed by mail and online, 2. Importing daily into the PSC alarm billing system, false alarm incident data (in formats prescribed by PSC) extracted from Auburn's CAD/911 System; 3. Initializing, maintaining, securing and backing up Program databases including alarm registration and incident data, alarm-related financial transactions and accounts receivable information. PSC will comply with the provisions of the Ordinance, and update Program business rules to comply with any Ordinance changes; 4 Processing false alarm incident data, including the matching of false alarm incidents with the security alarm registration / permit database maintained by PSC, 5 Billing and corresponding with alarm users in accordance with the Alarm Ordinance provisions. This will include but may not be limited to notifications of false alarms, invoices, and delinquent payment notices; 8. Providing Auburn specific information to include a checklist on false alarm reduction and Ordinance requirements in the first false alarm notice /warning letter sent to alarm users; 9 Answering telephone inquiries from Auburn alarm users that are placed to a false alarm program toll-free customer service number; 10 Processing fee/penalty payments mailed to and deposited in a Auburn-approved bank and received from other payment channels, e.g. online, as agreed on by PSC and Auburn, and applying these payments to alarm accounts; 11 Assisting Auburn in maintaining an appeal process that is user friendly to the public to include notifying Auburn of any appeals, providing a City Alarm Program representative with documentation supporting noticing/billing decisions; and updating the system with the disposition of any City hearing results; 12. Providing and maintaining computer equipment,software, mailing equipment and furniture at the Program processing facilities in Waldorf, Maryland; 13. Providing Auburn secure, online, on-demand access to alarm management information and City of Auburn/PSC Page 10 of 13 access to reports as described in the RFP and Proposal in Attachment C, including, but not limited to, alarm account transaction history, weekly registration/permit and suspension information, and weekly collections and deposits with format and content specified by the CryWolf® Alarm Management System and the designated Bank, and agreed on between Auburn and PSC, and, 14 Performing special collection functions as approved by Auburn such as retaining third party collection agency, providing delinquent account information to other City agencies and / or filing property liens. PSC is responsible for all costs of carrying out these responsibilities including, but not limited to,the costs of staff, facilities, equipment and consumable supplies. Only third-party bank and credit card fees, third party collection costs (if any), e.g collection agency fee, citizen refunds and any special mailing costs (above U S First Class postage). Auburn Responsibilities 1 Appointing a Auburn Alarm Administrator ("Administrator') who will be the primary point of contact between PSC and Auburn. The Administrator is responsible for overseeing PSC's operation of the False Alarm Management Services Program ("Program") and accessing Program information, as needed, via PSC provided online access-, 2. Requesting Alarm Companies to provide alarm system registration information and supporting PSC, as needed, to ensure that Alarm Companies comply with alarm system information requests; 3 Making any and all decisions about alarm call response, determining whether calls are false alarms, providing any on-scene communication of alarm related information to alarm users, and for documenting alarm related information within the Auburn CAD/911 system; 4 Extracting false alarm incident data from the CAD/911 System and transferring this data electronically to PSC (via email or PSC FTP site). Auburn staff are also responsible for entering, or causing to be entered, into the CAD/911 System any false alarm related information that Auburn may choose to display to CAD/911 System operators through the CAD/911 System; 5. Scheduling, conducting and making appeal decisions for any false alarm hearings; 6 Conducting, after consulting assistance from PSC, any general public education programs on false alarms; and; 7 Transferring any and all financial information from the Program generated alarm reports to other Auburn financial systems, as needed. Auburn is responsible for all costs of carrying out these responsibilities, including, but not limited to the costs of staff, facilities, computer equipment and consumable supplies. City of Auburn/PSC Page 11 of 13 ATTACHMENT B PAYMENT TERMS 1. Revenue Sharing Percentage For the provision of all services and technology outlined in this contract, PSC shall obtain payment exclusively from the revenues PSC helps generate. There shall be no upfront systems development, licensing, conversion, equipment, travel or other costs. PSC shall purchase, configure, install, and customize all systems and processes PSC requires to provide the False Alarm Management Services described herein. The Revenue Sharing schedule is as follows: PSC's Percentage Share of Collected Revenue PSC shall be paid twenty-five percent (25%) of the net revenues received under the false alarm ordinance. The only amounts that shall be paid from the total collected revenue and subtracted from the total collected revenue before the revenue sharing percentages are applied are: 1 Refunds, authorized in writing by Auburn, of amounts paid to alarm users; 2. Bank fees charged by a Auburn-approved bank; 3. Special mailing costs, if any, in excess of U S. Post Office first class rates; and, 4 Third-party credit card processing charges, if any Payment Terms Auburn and PSC agree as follows: 1 . All alarm permit and false alarm fee collections from any payment method, including but not limited to bank lockbox and online credit card, shall be deposited, as soon as practical, in a False Alarm Bank Account ("False Alarm Account") to be established at a mutually agreeable Commercial Bank; 2 . Auburn and PSC agree to maintain a positive balance of available funds ("Minimum Balance") at all times in the False Alarm Account; 3 . At the beginning of each month, PSC will reconcile the alarm related deposits for the most recent completed month and report the same to Auburn. Upon Auburn's approval, Auburn and PSC shall authorize and cause the issuance of electronic (ACH) transfers to Auburn and to PSC as follows: a . With regard to the transfer to PSC, the amount will be calculated for PSC based on the Revenue Share provisions above. That amount, not to exceed 25% of the revenue collected during the preceding month, shall be transferred to a bank and account authorized by PSC, and, b. The remaining balance, not to exceed 75% of the revenue collected during the preceding month, shall be transferred to a bank and account authorized by Auburn. City of Auburn/PSC Page 12 of 13 4 . At the termination of this Contract, any remaining balance shall be transferred to PSC and to Auburn on the same prorata basis, 25% and 75% respectively 5 . Auburn is a Washington public entity and all financial obligations extending beyond the current fiscal year are subject to funds being budgeted and appropriated therefore. Delinquent Account Terms The parties shall define a mutually agreeable process and methods for collecting amounts due from delinquent accounts. If organizations other than Auburn and PSC are retained to collect overdue amounts, the parties agree that the collection costs shall be borne by the parties on a pro-rata basis as follows: PSC 25% and Auburn 75%. City of Auburn/PSC Page 13 of 13 o ' y.� '4x t•_v C° h ROMA 07 99 ° : f ������ � • O o 0 0 0 ' in RD Ham c o PSC Pub/ic Sa/ety Corporation March 6,2009 Auburn Police Department 340 East Main Street Suite 201 Auburn, WA 98002 Attention: Assistant Chief Larry Miller Subject: Request for Proposal — False Alarm Administration Due March 6, 2009 Dear Assistant Chief Miller: AOT Public Safety Corporation (PSC) is pleased to submit our proposal to provide the City of Auburn complete Third-Party Alarm Administration Services to support the City's new False Alarm Reduction Ordinance. As requested, three (3) copies of the Proposal, each including a CD with the Proposal and Sample Reports, are enclosed. This proposal is a firm offer for a period of 60 days from the Proposal opening date. For more than eight years, PSC has provided false alarm management solutions to local governments across the country. Today, PSC is the leading provider of false alarm management solutions to 160 agencies supporting more than 400 cities, counties and other municipalities throughout the United States, including two State of Washington jurisdictions. As a core part of this proposal,we are pleased to support our alarm administration services with the leading alarm registration and false alarm management technology in the industry, CryWolf. Our patented, state-of-the-art technology helps to ensure that the City of Auburn's False Alarm Reduction Program efficiently meets all City objectives. As indicated on the enclosed Proposal Exceptions form, we have reviewed and accept all City terms and conditions described in the RFP. If selected by the City, we will also provide the requested Certificate of Insurance with required coverages. Every year, our technology and services are used to: • Process over 2 million false alarms • Track over 1.5 million alarm systems • Collect$50 million in alarm registration and false activation revenue • Issue nearly 5 million alarm-related correspondence items As requested in the RFP,our experience may also be summarized as follows: AOT Public Safety Corporation 103 Paul Mellon Court Waldorf, Maryland 20602 1-240-607-1400 1-877-729-9653 (Toll Free) • PSC has worked as a liaison with alarm companies in more than 40 cities and counties to educate the companies about false alarm ordinances,correspond with companies about alarm systems, collect registration/permit information, and bill and collect alarm related fees and fines; • PSC does not install or service alarm systems and has no business relationship with any alarm company; • Selected PSC staff with law enforcement and other backgrounds have extensive experience testifying in court; and, • Our proposed program managers have made successful presentations to multiple city and county councils and members on false alarm enforcement and reduction. Should you have any questions about our proposal, please do not hesitate to contact our Western Account Manager, Teri Miller at (303) 249-0627 (Castle Rock, CO), or Les Greenberg at the numbers below. I am authorized to negotiate and bind the company. We look forward to serving the City of Auburn, and are eager to become the City's False Alarm Administration Services partner Sincerely, Les Greenberg Chief Executive Officer ACT Public Safety Corporation (240) 607-1401 (phone) (301) 638-9319 (fax) lereenbergPpublicsafetycorp.com AOT Public Safety Corporation 103 Paul Mellon Court Waldorf, Maryland 20602 1-240-607-1400 1-877-729-9653(Toll Free) Required Signature Page for Proposal I, the undersigned having carefully examined the Request for Proposals, propose to furnish services in accordance therewith as set forth in the attached proposal I further agree that this proposal will remain in effect for not less than sixty (60) calendar days from the date that proposals are due, and that this proposal may not be withdrawn or modified during that time. STATEOF Maryland COUNTY OF Charles Being first duly sworn, on my oath, I hereby certify that this proposal is genuine and not a sham or collusive proposal, or made in the interests or on behalf of any person not therein named; and I have not directly or indirectly induced or solicited any Contractor or supplier on the above work to put in a sham proposal or any person or corporation to refrain from submitting a proposal, and that I have not in any manner sought by collusion to secure to myself an advantage over any other contractor(s) or person(s). In order to induce the City of Auburn to consider this proposal, the proposer irrevocably waives any existing rights which it may have, by contract or otherwise, to require another person or corporation to refrain from submitting a proposal to or performing work or providing supplies to the City of Auburn, and proposer further promises that it will not in the future directly or indirectly induce or solicit any person or corporation to refrain from submitting a bid or proposal to or from performing work or providing supplies to the City of Auburn -". ,G' >� �—�� i Subscribed and sworn before me this 3— day Signa(ure of 61Q, lv !Y009 Leslie Greenber( Printed Name Notary Public in and forefivstate of Washington residing at My commission ACT Public Safety p,,u '9Q)res /�/f .20/ 3 �� t,BA P, iii , Corporation E .. +•'°n M1 Firm :� 4t�CN 1� .�1• ��. t V 11 t. 103 Paul Mellon Court � ®•o 'mot =�' �- � v,. Address O.. uen C, rl�( ,.� ..I 1L (l t. , 1 2 Cq e{ /{ 1• n Waldorf, MD 20602 UBI No 52-2188829 877. 729 . 9653 �c�1.a._: Lz, wu 1:c TG /t.�' Z;: (Area Code) Phone f 1 n { I!-'l r•, i C Sl) {� THIS PAGE MUST BE SIGNED, NOTARIZED, AND RETURNED WITH THE PROPOSAL. RFP 12 False Alarm Administration Auburn Police Department Rev 02106/2009 Auburn, Washington Table of Contents False Alarm Administration Services Table of Contents Submittal Letter Required Signature Page for Proposal 1 Executive Summary.................. ................................................ ............................ ......1-1 1.1 CryWolf® False Alarm Management System............................. ............ ........................1-1 1.2 Unparalleled Alarm Program Experience..................................... .....................................1-1 1.2.1 Our Large and Very Satisfied Client Base....................... ......................................1-1 1.2.2 Our Extensive Technical Expertise ........................................................................1-2 1.2.3 Our Large and Experienced Staff....................................... ..................................1-3 1.3 Understanding the City of Auburn's Requirements............................................................1-3 1.4 Our Approach to Meeting the City of Auburn's Needs.......................................................1-3 1.5 What Makes PSC Uniquely Qualified?..... ......... ......................... ................................1-5 2 Corporate Qualifications..............................................................................................2-1 2.1 Company Overview................................................ .........................................................2-1 2.2 Extensive Client Base ........................................................................................................2-1 2.3 Partial Client List: Larger Alarm Program Projects..................................... .......................2-2 2.4 Relevant Project Experience..............................................................................................2-4 2.5 References-False Alarm Administration Services Experience ..................... .....................2-4 2.6 Demonstrated Technical Competence and Performance...... ............................................2-8 3 Staff Qualifications................................... .................................................................. ..3-1 3.1 Proposed Program Staff............................................ ......................................................3-1 3.1.1 Proposed Project Manager...................................................................................3-3 3.1.2 Technical Support........... ................ ...............................................................3-3 3.1.3 Operations and Customer Service.........................................................................3-4 3.1.4 Operations Supervisor............................ .............................................................3-4 3.1.5 Other Customer Service Representatives................. ...........................................3-5 3.2 Corporate Oversight ................................................... ....................................................3-5 3.3 Production Control and Infrastructure ................... ..........................................................3-6 4 Approach to Billing Services ......................................... ........... ...............................4-1 4.1 Alarm Administration Services Requirements....................................................................4-1 ©2009 Public Safety Corporation @-- Table of Contents Auburn,Washington False Alarm Administration Services t 4.2 Billing and Tracking Process Overview...... ... ............. .............. ............................... 4-3 4.3 Required Scope of Services.................................. ..........................................................4-4 4.3.1 Alarm permitting and registration ......... ................... ........... .................... ....4-5 4.3.2 Alarm Account Tracking. ........................ ................... ....................................4-6 4.3.3 Billing Services................................................... ................................................ 4-8 4.3.4 Documentation and Reporting ... .................................... ..................................4-9 4.3.5 Remittance Processes...........................................................................................4-13 4.3.6 Educational Process....... ...... ................. ............................. ............ .........4-15 4.3.7 False Alarm Reduction Programs and Appeals.......... ................................ ........ 4-15 4.3.8 Bad Debt................................. ............................... ................. .......................4-16 4.3.9 Collection Services................................................................................................4-16 4.3.10 Toll Free Phone Number Assistance.... ............ ....................................................4-16 4.3.11 Registration and Suspension Lists.........................................................................4-16 4.3.12 Database Access................ ....................................................... ........... .............4-17 4.3.13 Alarm Business Web Access..................................................................................4-17 4.3.14 Register via the Internet.... ......................................... ............. .......................4-18 4.3.15 Contractor Shall Not Outsource........................... ........... ... ...............................4-20 4.3.16 City of Auburn Web Templates.............................................................................4-20 4.3.17 Public Records Compliance......................... ....................................................... 4-22 4.4 Additional Services, Not Covered Above, Exhibit"A"Scope of Work ........... ....................4-21 44.1 Reports .................... ......... .............................. ............ .......... ......................4-21 4.4.2 Community Page.... .......... ........... ........ ............. ........... ........... ......4-21 44.3 Alarm Class................. .......................... ..............................................................4-22 4.4.4 Registration Process............. .................................... ... ......4-23 44.5 Integration of Alarm Account Tracking..................................................................4-23 4.4.6 Access to letters and forms................ ....... .............................. ............ ......4-24 4.4.7 Public Access FAQs...............................................................................................4-24 4.4.8 Meet with Alarm Industry Representatives. ........... ............ ...............................4-24 4.4.9 Public Training Program.... .................. ....... ...................................... ... ......4-24 4.4.10 Valley Com Staff Training...................................................... ..............................4-24 4.4.11 Appeal Process......................................... ..........................................................4-25 4.4.12 Annual Evaluation ...................... .......... .................... .............. .......................4-36 ©2009 Public Safety Corporation Auburn, Washington Table of Contents False Alarm Administration Services 4.4.13 Educational Materials....... .................................................................................4-36 4.4.14 Press Notification....................... ................. ....... ................. ......... .....4-27 4.4.15 Alarm Company Communication..................................... ...................................4-27 4.4.16 Collection and Deposits........................................................................................4-27 4.4.17 City of Auburn Web Access...................................................................................4-27 4.4.18 Secure Login ......................................................................... ............................4-27 4.4.19 800 Number and Customer Service Support.................... ..................................4-28 4.5 Required Auburn Involvement to Support Alarm Administrative Services..........................4-28 4.6 Project Implementation Plan and Schedule ...................................... ... ..........................4-29 5 Cost for Services..................................................................................... ........................5-1 5.1 Proposed Costing Methods........................................ ............ ........................................5-1 5.2 Mechanism for Revenue Collection and Transfer ..............................................................5-2 APPENDIX A: Staff Resumes APPENDIX B: Sample Correspondence and Reports (CD) ©2009 Public Safety Corporation Auburn, Washington Section 1 False Alarm Administration Services Executive Summary 1 Executive Summary Public Safety Corporation (PSC) is pleased to have the opportunity to submit this proposal in response to the City of Auburn,Washington ("City') Request for Proposals (RFP)to provide False Alarm Administration Services. PSC is committed to providing the City of Auburn with a superior solution that meets all of its customer service, data processing,and information management needs. For ten years, PSC has provided false alarm solutions to local governments across the country. Our solutions have been chosen by more than 160 cities and counties in 30 states and Canada. In every case, PSC technology and services have helped agencies reduce false alarms, increase collections,and improve administrative efficiency. PSC is the leading provider of false alarm solutions—we know and understand the business of false alarms. No other company has the extensive qualifications, experience,and track record of false alarm management performance demonstrated by PSC. Our unique experience, especially with multiple agencies in the northwestern United States, helps ensure the program's operational success. 1.1 CryWolf° False Alarm Management System Integral to our proposed solution is CryWolf®, our unique, patented fully integrated,false alarm administration system. CryWolf® leads the industry in system functionality, number of agencies served, and adaptability to agency business rules and alarm ordinance provisions. CryWolf® is built with the latest Microsoft .NET technology which supports highly tailorable alarm related forms and letters;web-based transfer of alarm data to and from CAD;secure,online access to alarm information; built-in tools for validating addresses;and extensive web-based registration, payment, and other functions. Because CryWolf®is our patented technology;we can assure the City of Auburn that the system will continue to support responsive,state-of-the-art false alarm administration services throughout the life of the contract. 1.2 Unparalleled Alarm Program Experience PSC provides the City of Auburn unparalleled experience to implement and manage the tasks required for a highly effective false alarm reduction program. Our demonstrated experience ensures contract success and citizen acceptance of the City's program. 1.2.1 Our Large and Very Satisfied Client Base Our CryWolf® system and services help more than 160 agencies supporting 400 cities and counties reduce false alarms and increase operational efficiencies. Our clients range in population up to 4,000,000 and process as many as 100,000 false alarms annually. Among the 160 city and county alarm programs supported by CryWolf®we have several clients in the Northwest: Spokane, WA;Vancouver, WA;Washington County, OR (including Hillsboro, OR); and Eureka, CA. We provide comprehensive alarm program administration services on a "self-funded" basis to more than 20 agencies with functionality similar to that requested by the City of Auburn, including Baltimore, MD; Charlotte, NC; Cobb County, GA; Douglas County, CO;Jefferson County, KY; Larimer County, CO; Louisville, KY; Mecklenburg County, NC, New Castle County, DE;Spokane, WA;Wilmington, DE; and Wichita, KS. ©2009 Public Safety Corporation t-1 Section 1 Auburn,Washington Executive Summary False Alarm Administration Services Additionally,our large client base drives a robust system enhancement program that results in many new features and functions being added to the CryWolf°solutions. All clients receive these updates at no additional cost. Our solution ensures the City that CryWolf®will keep up with technical and programmatic advances over the life of the contract. We have included client reference information for several projects in Section 2, Corporate Qualifications. If requested,we would be pleased to also provide contact information to the Auburn proposal evaluation committee for any of the other agencies cited in this Proposal. 1.2.2 Our Extensive Technical Expertise Our many clients also demonstrate our ability to successfully meet the City of Auburn's technical requirements. This relevant technical experience greatly minimizes project risk and implementation time. Our technology is already used to track alarm system permits, bill and collect false alarm penalties, and administer alarm aware classes throughout the country. In addition,we have implemented the web-based alarm management functions required by the City for dozens of agencies. The following paragraphs highlight our especially relevant technical experience providing false alarm administration services to larger agencies. LARGE-SCALE ALARM DATA CONVERSION: PSC has extensive experience converting/importing alarm permit data from existing alarm databases to the CryWolf® system to accelerate program startup time. We have converted alarm data for more than 70 agencies with databases containing as many as 4,000,000 records. For example we imported 7,000 permits in Vancouver,WA when installing our alarm administration system. In Charlotte, NC;we helped transition the City to new alarm administration services by successfully converting 120,000 alarm locations in less than 45 days without losing any program revenue. TRANSFER OF ALARM DATA FROM PRC/NORTHROP GRUMMAN CAD SYSTEMS: PSC has more experience transferring alarm data to and from CAD systems than any other company. We have installed CAD interfaces in over 160 jurisdictions involving more than 20 different CAD vendors. Specifically, PSC has already imported alarm incident information from PRC/Northrop Grumman CAD systems to CryWolf®in nine cities and counties. In several of these locations,we also provide information to update the PRC/Northrop Grumman CAD with changes in permit status and key-holder information.Three of these PRC/Northrop Grumman clients, Larimer County, CO;Spokane,WA;and Wichita, KS, are agencies where PSC provides the same false alarm administration services requested by the City of Auburn. BILLING ALARM COMPANIES FOR ALARM PERMIT FEES: PSC has experience In multiple jurisdictions with the City of Auburn's Alarm Ordinance provision that new and renewal alarm system permit fees be collected by alarm Installation companies or alarm agreement holding companies. Implementing this provision requires both specialized administrative system capabilities and alarm processing staff knowledge to simultaneously hold alarm users accountable for obtaining permits and alarm companies accountable for paying for those permits. For example, bills to alarm companies must itemize all Alarm User customers for which each alarm company is responsible, and collections must be reconciled to alarm company bills and the underlying alarm user accounts. Often, adjustments must be made to company bills and reconciled for new and lost alarm user customers. 1-2 ©2009 Public Safety Corporation Auburn, Washington Section 1 False Alarm Administration Services Executive Summary SECURE,ONLINE ALARM ENFORCEMENT FUNCTIONS: PSC provides secure, online,web-based alarm management functions for more than 30 agencies. This includes online access for citizens and businesses to review alarm program requirements, register and renew alarm system permits, update alarm system information, pay alarm fees and fines, and attend alarm awareness classes. Our online functions also include access to alarm companies to review information about their alarm customers. In addition, PSC has developed extensive online capability for the City of Auburn to access the alarm billing and tracking database, search and review accounts, and access numerous financial and statistical reports. All CryWolf®online pages are secured by 128-bit encrypted (SSL certified) access. 1.2.3 Our Large and Experienced Staff Our alarm administration services staff has over40 years of alarm processing experience. PSC personnel have proven experience in the design, development,testing,training, implementation, and operation of false alarm reduction programs. This project will have the support of individuals with extensive knowledge of law enforcement operations,government processes, software engineering, project management, and customer service. Our proposed Project Manager is a retired police Commander who has helped implement over 70 false alarm reduction programs. Our financial oversight is provided by an in-house certified public accountant. Customer service is paramount in all of our interactions with clients,and their citizens and businesses. Our proposed alarm billing and customer services are provided 100% by PSC employees. Even our administrative system and the related technical support are controlled 100% by PSC.We continually strive to extend our national reputation for responsive, high-quality customer support. Our large,well-trained services staff is supported by the latest systems and administrative processes. We also have the technical infrastructure necessary to keep City alarm data secure and confidential. 1.3 Understanding the City of Auburn's Requirements In most areas of the country, law enforcement resources are unfortunately scarce. When combined with the increased demand for services created by the unique needs of communities such as the City of Auburn,governments continually ask police departments to do more with less. In this context, non-critical calls for service, such as false alarms, decrease the amount of time officers spend responding to true emergencies and reduce the staff available to proactively prevent crime from occurring. The number of false alarms law enforcement responds to has increased in recent years. The City of Auburn estimates that it responds to approximately 2,500 false alarms annually and this volume continues to increase.The City has long recognized the impact that false alarms have on law enforcement resources and enacted and later amended an alarm ordinance beginning of 2009. The issuance of the RFP marks another important step in this process allowing the City to update and enhance its ability to reduce false alarms. 1.4 Our Approach to Meeting the City of Auburn's Needs PSC has a long, successful track record of helping cities and counties to reduce false alarms, increase service levels, expand the use of innovative technologies, and increase revenue collections. PSC will provide the City of Auburn with a solution that meets all of its noticing,tracking, and customer service requirements. ©2009 Public Safety Corporation 1-3 '�� Section 1 Auburn,Washington Executive Summary False Alarm Administration Services And,we will provide this solution at no financial risk to the City. PSC will obtain payment exclusively from the revenue we help generate. There are no upfront systems development, licensing, conversion, or equipment costs. PSC will purchase, configure, install, and customize everything needed to administer the City's alarm reduction program. Based on our experience,we are confident that our proposed solution will generate higher collections and reduce false alarms for the City of Auburn. The CryWolf® solution includes the following core components: • RESPONSIVE, HIGH-QUALITY CITIZEN AND BUSINESS SUPPORT • ALARM PERMIT HOLDER AND ALARM BUSINESS TRACKING • SEAMLESS INTEGRATION WITH CAD AND OTHER SYSTEM INTERFACES • GENERATION AND MAILING OF FORMS, FALSE ALARM NOTICES AND VIOLATION INVOICES • DELINQUENT COLLECTION SERVICES • FLEXIBLE AND TIMELY ALARM INFORMATION AND MANAGEMENT REPORTS TO THE CITY • SUPPORT OF THE CITY ALARM HEARING AND APPEALS PROCESS In addition to these core services, PSC provides enhanced features which we originated for our false alarm administration. The following advanced components are already in place for multiple clients of comparable size to the City of Auburn. SECURE CITY ACCESS ONLINE TO MANY TAILORABLE REPORTS:We will provide authorized City of Auburn staff with direct inquiry and report generation capabilities via real-time,encrypted, Web-based connection to the alarm database.This approach is currently used by multiple CryWolf clients and provides the City of Auburn flexible, secure, and timely access to information. DEDICATED MAILING ADDRESS AND TOLL-FREE CITIZEN SUPPORT LINE: Our alarm management process is designed to reliably separate the Auburn correspondence and calls we receive from the activity of other alarm programs we administer to ensure only high-quality and personalized service to the City of Auburn's citizens and businesses. Our support line is available Monday through Friday, 6am to 5pm PST. NEARBY PROGRAM REMITTANCE LOCKBOX: Our approach to processing payments is designed to ensure fast, reliable, and secure payment processing. We will work with the City to designate a mutually acceptable commercial bank lockbox for all mailed remittances. Our goal is to identify a remittance location that enhances payer confidence. INTERNET-BASED, FULLY-INTERACTIVE ALARM PERMIT UPDATING:When permit holders need tO update their alarm system information, or want questions answered, they expect prompt access. PSC provides immediate response from our skilled customer service representatives (CSRs) during business hours. Our secure, online access allows alarm users to update their permit information without waiting to speak with a CSR.This online service is available on a 24/7 basis. INTERNET-BASED PAYMENT OF INVOICES: PSC can process false alarm payments over the Web. If desired by the City, we will integrate a real-time, "Pay-by-Web" system directly into a dedicated City of Auburn Alarm Program website which we will host so that citizens can pay individual alarm invoices or the full balance owed of any time, day or night. 1-4 ©2009 Public Safety Corporation Auburn, Washington Section 1 False Alarm Administration Services Executive Summary ENHANCED ALARM DATA SECURITY:Alarm response services require the collection, maintenance, and communication of sensitive and highly confidential data about alarm locations. Understandably, businesses,citizens, security alarm companies, and city officials are concerned with unauthorized access to this information. PSC has the technical infrastructure required to ensure the highest levels of data security. This includes core network and DMZ server firewalls, private internal IP addresses,and real- time virus scanning of all data. Our CryWolf°alarm management system provides 128-bit encrypted (Certified SSL) data transfer for all web functions. EXTENSIVE ADJUDICATION AND HEARING SUPPORT: Our service offering contains a fully integrated hearing and appeal system that allows the adjudication of any action for any account. CryWolf®also generates various reports that document and support all billing, noticing, and status change decisions. 1.5 What Makes PSC Uniquely Qualified? PSC is proud to propose a comprehensive services solution to meet the City of Auburn's false alarm administration needs. PSC is the only vendor that can provide the City of Auburn the unique combination of large-scale false alarm reduction experience, robust functionality, technical expertise, and no risk financing. In selecting PSC,the City of Auburn will benefit from the following: • Ten years experience providing false alarm solutions to 160 agencies supporting more than 400 jurisdictions • An alarm administrative solution that already supports all of the City's alarm ordinance provisions in many locations • Proven success in providing false alarm administration services over the last six years to more than 20 clients, six of which are similar in population to the City of Auburn and three of which use PRC/ Northrop Grumman CAD systems including Spokane,WA. • Proven interfaces between CryWolf®and the PRC/Northrop Grumman CAD system for more than seven years and in a nine locations • Successful conversions of alarm permit data from other databases to CryWolf® in more than 70 cities and counties • A project team with extensive law enforcement backgrounds,technical expertise, alarm management experience, and a proposed Project Manager combining all of these qualifications in more than 70 false alarm reduction projects No other company can make these claims. PSC is confident that the proposed solution will meet all of the City of Auburn requirements and help reduce the number of false alarm calls police officers respond to annually. We already have the necessary program components in place and have proven our proposed methodology in many agencies the size of the City of Auburn,and larger. Accordingly,we can offer the City a quick and efficient program implementation where many activities can begin within 30 days of contract approval. We look forward to working with the City of Auburn to successfully implement a new false alarm reduction program and to help the City accomplish their program objectives while benefiting citizens, City staff, and the perception of City services. ©2009 Public Safety Corporation 1-5 QD Section 1 Auburn, Washington Executive Summary False Alarm Administration Services This page is intentionally left blank. ° 1-6 ©2009 Public Safety Corporation Auburn, Washington Section 2 False Alarm Administration Services Corporate Qualifications 2 Corporate Qualifications In the RFP, the City of Auburn expresses the need for a highly qualified and experienced company to provide False Alarm Administration Services. As described in this Section, PSC offers the City Auburn unparalleled corporate capabilities to implement and manage the tasks required for a highly effective false alarm reduction program. 2.1 Company Overview HIGHLIGHTS 4 Public Safety Corporation (PSC) is a technology • Offer ten years experience services company specializing in false alarm implementing 160 false alarm management and administration solutions. Founded reduction programs including in 1999, PSC's mission is to improve the efficiency Spokane and Vancouver and effectiveness of emergency response by public safety personnel. Since its inception, the company's Support the alarm programs of 90 false alarm solution, CryWolf®, has helped hundreds jurisdictions equal to or larger than h of local law enforcement agencies reduce the the City of Auburn quantity of false alarms, increase the collection of fines, and improve the operational efficiency of false Provide False Alarm Administration 3 Services to 22 clients including alarm processing. Spokane, WA Widely recognized as the leader in false alarm systems, PSC has provided false alarms systems since Interface with PRC/Northrop X its founding ten years ago. Alarm billing and tracking Grumman systems for more than remains the company's primary business. seven years and in nine locations PSC is headquartered in Waldorf, Maryland, a suburb Have converted alarm data to of Wol Washington, DC. In addition to our corporate C g p ry f from other databases in 70 headquarters,we have staff located in California and alarm programs ! Colorado. ,! 2.2 Extensive Client Base As shown in the map below, CryWolf"has been chosen by more than 160 agencies serving approximately 400 cities, counties and other municipalities throughout the United States and Canada. These agencies range in population from under 20,000 to nearly 4,000,000, and process between 1,500 and over 100,000 false alarms annually. Our Washington clients include the cities of Vancouver, which operates a Crywolf system in-house and Spokane, a False Alarm Administration Services client since 2006. We have assisted Washington cities with false alarms for more than four years. ©2009 Public Safety Corporation 2-1 Section 2 Auburn, Washington Corporate Qualifications False Alarm Administration Services n'�t S 4 rn k �.. h � �,r.';l �l t�. -4. ,> 7•'�:i, t 4�'��#`k".i.'-�.� �b'.'�.xAr�k�•�x',r hiY��5 (.�`^K.. ��•iR.`,'S-.�. .•r�r}x�'`�t��jy',N " <r��',."�y�����. '=+0 p`Y'Lr�''Ky :'�'( f1 � l.y� - .i..s�t•4�'F'++_ r� '�C/"' '� •L�SrF�.1.H%:' _ } x ,., w , .•..• : "y'�•,yr� a��� ` Y� Kirin .>'•.y't..-t^.,"T 5.. ., . �;���' Yom. .v,. .f;C+•.i l�'c• - ;.=u",�'.� `�t K..t> Atryn t �C •r-re4'�.ri:e. � >i`"w. wTy.. ,.,n r� r.YN�' :�. '3;' r.r•�* �r,.•.' ti ,V.f;�� ty y.r _i:iz 13t'i•"'r•�:r_ r,e-'°, 3 ?t"�"�,r - Y�. •1 "i..t " ff' tJ-`v.xS r ♦ =.;;" 'S.'':(73:siA'. ,`3..'Y•mrl v-"'F-K. ?i`-`. l':ia: 3 •r5 it rc.'t•i Y•�.F :f3Y�.�:� ,.='�yyS'f.{`i.�1tiKs... •-S F'•:4.I^Y �<h'y�`•Y�.fi Y!:ti`:=.'K�.'yiix''3,ti +'J. ' -ri'.`-J1 �4st4 •µc..�l`� •r `Ac `+tr �f .r,J;'<i:+ � r , � ,i y�'Vrc 3 ,�q.��.ri. ,f •p : 'I ,; + 4f.P .."? 4"�%;`.. �'1"'e.''f.'.� 11 `'E'.ti:sa_�'�y3`.,y- t ' ?•'i 1 'w.'KSsE •..jt:.:7b�}'f _'�i�.1'?H't'�,•;r.`tr`.. .1'' +n�:1 ' ft' ��- :.t .: ..K4 -v:.'..�f• _r. , `} ; ..='. • `'.• �F.{:,+^ .f.�e{e•,tq .i+N }2 YY.'Y�ICY °'-. ' > Vii.:::k'�,;�v''S,µ :• ;.y.: M-.f���.^r .-r. !�tt_:I x'.Fy�,!";�::'.{x�.[-. - x•; „ _� ` f/ir^'''' � .F,..,....� .. Ii '`-/�-_ . Our large client community benefits the City of Auburn in several important ways.The clients drive a robust system enhancement program that has resulted in more than 500 new system features over the last five years. All CryWolf° clients receive these updates at no additional cost.Our False Alarm Management clients also comprise a large users group with similar objectives and false alarm reduction issues. Members of this group regularly communicate among themselves through PSC sponsored newsletters, the Web, and an annual Users Group meeting to share technology ideas, unique approaches and discuss upcoming program enhancements. 2.3 Partial Client List: Larger Alarm Program Projects Agencies, like the City of Auburn, receive a high level of program scrutiny from City management, elected council representatives, and the public at large. Accordingly,false alarm enforcement programs require a system provider with the alarm program expertise,systems experience, and resources to ensure reliable program operation,continued use of advanced technology,strong financial controls, and positive public perception. As shown below, PSC has demonstrated these capabilities to a broad and demanding audience. The following table provides a partial list of PSC false alarm solution clients. 2-2 ©2009 Public Safety Corporation I Auburn, Washington Section 2 False Alarm Administration Services Corporate Qualifications Agency .,. — Install Type. . . .- Population Contract bate Los Angeles CA System Installed 3,850,000 September-2008 Miaml-Dade County FL System Installed 2,450,000 November-2004 Toronto Metro ON System Installed 2,350,000 November-2002 Broward County FL System Installed 1,700,000 December-2004 Hillsborough County FL System Installed 1,100,000 October-2005 Fairfax County VA System Installed 1,000,000 August-2001 York Region ON System Installed 900,000 February-2005 Fresno County CA System Installed 865,000 September-2007 Ottawa ON System installed 855,000 December-2005 Prince George's County MD System Installed 850,000 September-2001 Baltimore County MD System Installed 760,000 February-2002 Charlotte-Mecklen burg NC Alarm Administration Services 695,000 April-2005 Louisville-Jefferson KY Alarm Administration Services 690,000 February-2005 Baltimore City MD Alarm Administration Services 650,000 July-2003 Cobb County GA Alarm Administration Services 620,000 September-2008 State of Vermont System Installed 610,000 July-2007 Durham Region ON System Installed 530,000 November-2002 Hamilton ON System Installed 500,000 August-2002 New Castle County DE Alarm Administration Services 500,000 December-2007 Anne Arundel County MD System Installed 490,000 April-2006 Albuquerque NM System Installed 480,000 February-2003 Halton Regional Police Service ON System Installed 450,000 August-2005 Washington County OR System Installed 445,000 September-2006 Sacramento CA System Installed 420,000 July-2008 Niagara Regional Police Service ON System Installed 415,000 August-2008 Monterey County CA System Installed 405,000 March-2005 Greenville City/County SC System Installed 400,000 September-2003 Minneapolis MN System Installed 385,000 January-2006 Cincinnati OH System Installed 350,000 April-2003 Pittsburgh PA System Installed 335,000 October-2007 Buffalo NY System Installed 330,000 December-2003 Windsor ON System Installed 310,000 July-2002 Riverside CA System Installed 300,000 October-2002 Douglas County CO Alarm Administration Services 280,000 June-2008 Manatee County FL System Installed 270,000 December-2004 Howard County MD System Installed 250,000 October-2002 ©2009 Public Safety Corporation 2-3 i►b.�, Section 2 Auburn,Washington Corporate Qualifications False Alarm Administration Services . Agency_„i.,,, ,_,Insta11 Typo. A Population; �COtitract Date:. , �, Larimer County CO Alarm Administration Services 250,000 April-2006 Greensboro NC System Installed 225,000 July-2005 Chandler AZ System Installed 215,000 May-2001 Spokane WA Alarm Administration Services 210,000 February-2006 Regional Okanagan District BC System Installed 175,000 November-2006 Vancouver WA System Installed 160,000 December-2004 Tempe AZ System Installed 160,000 May-2007 2.4 Relevant Project Experience PSC has a wealth of relevant experience related to the planning, design,construction, installation,and operation of large-scale False Alarm Administration Services projects. This experience demonstrates our ability to perform the services required by the City of Auburn. No other vendor has the experience of PSC in administering false alarm programs. PSC leads the industry in providing comprehensive solutions that interface to CAD and financial systems for seamless transfer of critical alarm information. PSC has transferred alarm data between PRC/Northrop Grumman CAD systems and CryWolf®for a nine clients, including three where we provide the same alarm administration services as requested by the City of Auburn-Spokane, WA;Wichita, KS; and Larimer County, CO. Also relevant to the solution proposed for the City of Auburn is PSC's proven success in converting/ importing alarm permit data from existing alarm databases to the CryWolf®system. One notable example is Vancouver, Washington where we converted/imported 7,000 alarm permit records from the City's legacy alarm management system to the CryWolf°database in less than 30 days without losing any program revenue. PSC has successfully converted millions of alarm records in more than 70 projects for such other locations as Eureka, CA; Los Angeles, CA; Regional District of Central Okanagan (and City of Kelowna), BC, Sacramento, CA;and Washington County, OR. In addition, we have unique experience in working with multiple alarm programs that collect alarm system permit fees from alarm companies, rather than alarm users. Our CryWolf administrative system fully supports the registration of alarm systems through alarm companies,the billing of alarm system registrations to alarm companies, and the collection from alarm companies of required fees and fines. We have implemented this alarm company focused approach in multiple locations including Douglas County, CO; Hamilton, ON;Thunder Bay, ON and the City of Toronto, ON. An Alarm Company focused approach differs significantly from billing alarm users for registrations in that new and renewal invoices must often itemize multiple alarm system registrations, simultaneously account for alarm company receivables and alarm user permits, and allow alarm company billing adjustments based on added or deleted system permits.These functions require a specialized financial process and system to account for collections properly. I 2-4 02009 Public Safety Corporation Auburn, Washington Section 2 False Alarm Administration Services Corporate Qualifications 2.5 References - False Alarm Administration Services Experience All of the following are active projects (serving populations of at least 50,000) False Alarm Administration Services projects. The services provided are similar to those requested by the City of Auburn. Please note, this is only a partial list of our administration services projects to illustrate our experience, particularly with serving agencies the size of Auburn. Spokane,Washington Population: 210,000 False Alarm Administration Services since: February 2006 Interfaces: Northrop Grumman (PRC)CAD Contact: In February 2006, PSC was awarded a contract to provide complete Lt. Glenn Winkey Alarm Administration Services to the City of Spokane, Washington. Spokane Police Dept. The program was fully operational in less than 60 days. We use a 1620 N. Rebecca St. local Commercial Bank(Sterling Bank) lockbox to collect all fees and Spokane,WA 99217 fines.We also imported about 10,000 alarm registrations Office: (509) 532-8922 electronically from alarm companies and provide secure, online Fax: (509) 625-4066 access to the alarm companies to register their own customer sites gwinkev @spokanepolice.org and to City personnel for data inquiry and report retrieval. In addition,we installed online (web-based) alarm registration, renewal and alarm school functions to make it easier for citizens to comply with the ordinance requirements. Arlington.Virginia Population: 120,000 False Alarm Administration Services since: November 2008 Interfaces: SunGard HTE CAD Contact: PSC began implementing complete alarm billing and tracking Lt. Donald Hayes services for Alexandria,VA in late November,2008. We launched a Project Manager secure,online alarm program website for citizens and businesses. Alexandria Police Dept. The program began billing false alarms as of January 1,2009. 100 North Pitt Street Alexandria,Virginia 22314 Phone: (571) 259-8007 Don.Haves@alexandriavL.gov Larimer County,Colorado Population: 250,000 False Alarm Administration Services since:April 2006 Interfaces: Northrop Grumman(PRC)CAD ©2009 Public Safety Corporation 2-5 Section 2 Auburn,Washington Corporate Qualifications False Alarm Administration Services Contact: In April 2006, PSC received a contract to provide Alarm Major Bill Nelson Administration Services to Larimer County,Colorado.This program Larimer County Sheriff's Office went live in less than 60 days. In order to start the program quickly, 2501 Midpoint Or we imported initial alarm registrations electronically from alarm Fort Collins, CO 80525 companies doing business in Colorado.The Larimer County Alarm Office: (970)498-5105 Administrator accesses alarm program information from our CryWolf Fax: (970) 498-9203 System using a dedicated, secure,website developed by PSC. nelson @larimer.org Larimer County alarm users have online access to their accounts. Alarm companies can also access their customer information online. Larimer County has been using the CryWolf alarm management system with a Northrop Grumman(NG) CAD system since the program began.Alarm event data is transferred from the NG CAD system to CryWolf daily.We use a Commercial Bank lockbox located in Denver to collect all fees and fines. Douglas County,Colorado Population: 280,000 False Alarm Administration Services since:June 2008 Interfaces: Keystone CAD Deputy Ron Hanavan In June 2008, PSC was selected in a competitive procurement to Community Resources provide complete False Alarm Administration Services to Douglas Douglas County Sheriff's Office County, Colorado.This project includes secure,online County, 4000 Justice Way Citizen, Business and Alarm Company access. Like Auburn,this Castle Rock, CO 80109 program requires that all new and renewal alarm permit fees are (303) 660-7544 billed to the alarm installation or alarm agreement holding rhanavan @dcsheriff.net companies.This project began full operation in August 2008. San Luis Obispo, CA Population: 50,000 False Alarm Administration Services since:September 2008 Interfaces:Spillman CAD/RMS Contact: In October 2007, PSC was awarded a contract to provide Alarm Chris Staley Administration Services to San Luis Obispo. This Program is currently Lieutenant being implemented. This Program is currently being implemented. 1042 Walnut St. We use a local Commercial Bank (Bank of America) lockbox to San Luis Obispo,CA 93401 receive all correspondence and collect all fees and fines. Similar to Phone: (805) 781-7142 the other programs indicated above, this program will also provide cstalea SIocity.org authorized San Luis Obispo managers secure online access to data and reports. Concord. NC Population: 60,000 False Alarm Administration Services since:January 2008 Interfaces: SunGard OSSI CAD ,lam 2-6 @2009 Public Safety Corporation Auburn, Washington Section 2 False Alarm Administration Services Corporate Qualifications Contact: In January 2008, PSC was awarded a contract to provide Alarm Sergeant Lisa H. Linker Administration Services to Concord. This Program recently began full Customer Service Supervisor operation (45 days) after importing about 4,000 initial alarm Concord Police Department registrations electronically from Alarm Companies. In Concord, we 41 Cabarrus Ave W use a local Commercial Bank (Bank of America) lockbox to receive all Concord, NC 28025 correspondence and collect all fees and fines. Similar to the other (704)920-5002 programs indicated above, this program will also provide authorized linkerl @ci.concord.nc.us Concord managers secure, online access to data and reports. Fayetteville,AR Population: 62,000 False Alarm Administration Services since:July 2008 Interfaces: New World CAD Contact: In a competitive procurement, PSC was chosen in July 2008 to provide William Brown Alarm Billing and Tracking Services to the Fayetteville Police Administrative Captain Department. As we propose in the City of Auburn, we began the Fayetteville Police Dept Fayetteville program with an alarm company meeting to ensure 113 W. Mountain knowledge and compliance with the City's new alarm ordinance. We Fayetteville,AR 72701 also established a dedicated online alarm community website and a (479) 587-3500 bank lockbox at a local City approved bank for all mail-in remittances. wbrown@ci.fayetteville.ar.us Wichita.Kansas Population: 350,000 False Alarm Administration Services since: December 2008 Interfaces: Northrop Grumman (PRC) CAD Contact: In December 2008, PSC was selected in a competitive procurement Claudia Reyes-Zamorano to provide complete False Alarm Administration Services to the City Alarm Administrator of Wichita, Kansas. This project includes secure, online County, Wichita Police Department Citizen, Business and Alarm Company access. We expect the 455 North Main St. program to be fully operational in March 2009. Wichita, KS 67202 Phone: (316) 268-4525 CReyes @wichita.gov 2.6 Demonstrated Technical Competence and Performance Technical competence and a track record of performance are cornerstones for a successful alarm billing services project.The following paragraphs describe the company's excellence in implementing successful programs with examples from agencies in different parts of the U.S. recognizing PSC as the industry leader and recommending CryWolf® and our alarm services to neighboring agencies. The following are examples of two cases where CryWolf® has been adopted over time by multiple agencies @2009 Public Safety Corporation 2-7 @�_ Section 2 Auburn,Washington Corporate Qualifications False Alarm Administration Services in the same geographic area.The cases involve groups of nearby agencies in the southeastern State of North Carolina and the southwestern State of Colorado. The high quality of our technology and service is highlighted by the fact that CryWolf®serves multiple agencies in 25 of the 30 states where we have clients. State of North Carolina: PSC began providing False Alarm Administration Services to Charlotte- Mecklenburg, North Carolina in 2005 as a result of a competitive procurement(RFP) process.This project was soon followed by similar services provided to the towns of Matthews and Mint Hill in Mecklenburg County The following year,the cities of Asheville and Greensboro installed CryWolf°. Since then PSC has implemented complete alarm billing services projects for the North Carolina cities of Concord, Greenville, Huntersville, Kannapolis and Rocky Mount. We are now the major provider of false alarm billing services in North Carolina. State of Colorado: In 2006, PSC was selected to provide complete false alarm billing services to Larimer County, Colorado in a competitive procurement(RFP) process. During subsequent years we were selected to install CryWolf® in the City of Pueblo and Summit County,serving the towns of Breckenridge, Copper Mountain, Frisco, and Keystone. PSC was again selected to provide complete False Alarm Billing Services to Douglas County,just south of Denver 2-8 ©2009 Public Safety Corporation Auburn, Washington Section 3 False Alarm Administration Services Project Staff 3 Staff Qualifications Technologically advanced systems are critical, of course, but they must be complemented by experienced and qualified personnel to ensure their success. Our extremely qualified personnel and alarm program experience ensures contract success and citizen acceptance. 3.1 Proposed Program Staff HIGHLIGHTS '! Our proposed project team combines unparalleled Program Manager with 20+years f experience in the design,development, testing,training, law enforcement career and ii implementation,and operation of false alarm reduction experience implementing more programs. We propose a group of individuals who than 70 false alarm programs possess the right mix of alarm management experience a More than 25 staff including a large for a project of this size and scope. support team with extensive law a The following project team includes a project manager, enforcement, financial, and false technical support group, customer service support staff, alarm backgrounds corporate oversight, and accounting management. The a Single service provider with 100% proposed project team is currently in place and ready to h control over the proposed services immediately begin administering the City's false alarm reduction program. Proposed staff qualifications are • Strong, in-house technical team summarized in this Section and more detailed resumes with 100% control over our are included in Appendix A. patented CryWolf®alarm software including software development, CAD/financial/web functions, + interfaces and data conversions. Strong financial controls overseen by an in-house Certified Public Accountant(CPA) ©2009 Public Safety Corporation 3.1 Section 3 Auburn,Washington Project Staff False Alarm Administration Services City of Auburn — False Alarm Ad"ministratioi- Services..' "7;y' Organization Chart City of Auburn Alarm '' 't ',f• Administrator zi Project Manager Corporate Oversight Ed Chicca Leslie Greenberg Technical Support Operations Financial Manager Supervisor Virginia Shannon Margaret Allen Susan Lantz, CPA Lead Operator Sarah Ann Cohey Additional CSRs Additional CSRs .. J ' 3-2 ©2009 Public Safety Corporation Auburn, Washington Section 3 False Alarm Administration Services Project Staff 3.1.1 Proposed Project Manager The Project Manager role demands an individual with program knowledge and extensive experience with alarm processing. Acting as PSC's primary point of contact for the City of Auburn,the Project Manager is critical to the success of the project. Our proposed Project Manager has successfully demonstrated and understands the importance of establishing a close working relationship with the client. In addition to serving as the overall point of contact,the Project Manager monitors and reports on the project status, coordinates all technical activities, reviews and submits all project deliverables, and manages the PSC staff assigned to this project. PSC's proposed Project Manager for the City of Auburn project is Mr. Ed Chicca. PROGRAM;MANAGER 1 -..A ; Section 3 Auburn,Washington Project Staff False Alarm Administration Services TECHNICAL SUPPORT VIRGINIA SHANNON EXPERIENCE: Ms. Shannon has been providing technical support to CryWolf® alarm and permit management system clients for more than five years. She has performed technical services for more than 40 CryWolf°system installations. Ms.Shannon brings years of systems development and database management(DBA)experience with various databases including MS SQL Server and Oracle to this project. Ms. Shannon also has extensive experience converting and importing alarm permit and incident data from legacy alarm databases for more than 20 CryWolf® projects. PROJECTS Madera, CA;Southfield, MI; Albany, GA; Cincinnati, OH; Durham, ON; Greenville, INCLUDE: SC; Greenville County, SC;Travelers Rest,SC;Simpsonville,SC; Howard County, MD.and Riverside, CA. 3.1.3 Operations and Customer Service The operations and customer service components of alarm administration are critical to the overall long- term success of any false alarm program. PSC currently employs more than 20 full-time alarm staff. Of the total alarm staff, 14 people provide customer support. Our large,well trained customer support staff has grown more than 25%annually for the past five years. Experienced Customer Service Representatives (CSRs)will handle false alarm notice billing, accounts receivable processing, initial and renewal registration processing, and all related printing, mailing, and reporting. CSRs will also provide correspondence management. In addition,our alarm services staff is skilled in customer interaction and will provide hands-on support to facilitate citizen inquiries and support service needs. All new employees undergo background checks and are formally monitored to ensure quality customer service skills. Employees also regularly attend courses to enhance their skills and improve communications. In addition,we employ a multilingual service that allows our representatives to assist callers in nearly 100 languages. 3.1.4 Operations Supervisor The overall billing and collection services is managed by our proposed Operations Supervisor, Margaret Allen. Once the program is in place, Ms.Allen will maintain primary day-to-day contact with the Auburn Alarm Administrator. OPERATION SUPERVISOR MARGARET ALLEN EXPERIENCE: Ms. Allen has supervised and supported CryWolf® alarm services programs for more than a half dozen jurisdictions. Prior to joining PSC four years ago,she supervised law enforcement programs for the Charles County, Maryland Sheriff's Office. PROJECTS Douglas County, CO; Larimer County, CO; Louisville-Jefferson County, KY; and INCLUDE: Spokane WA. 3-4 ©2009 Public Safety Corporation Auburn, Washington Section 3 False Alarm Administration Services Project Staff 3.1.5 Other Customer Service Representatives In addition to those permanently assigned to this project, PSC will draw upon the resources and skills of others within the organization that have intimate knowledge of processes and operational methods which will be used. Our backup customer service personnel are cross-trained on the specific procedures and responses to be used in dealing with telephone and written inquiries. Our Customer Service Representatives team is lead by Ms. Sarah Ann Cohey. CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD ,`SARAH'ANN;COHEY EXPERIENCE: Sarah Ann Cohey has been a PSC Customer Service Representative since 2006. PROJECTS Cobb County, GA; Highland Village,TX; Concord NC; Huntersville, NC; Larimer INCLUDE: County, CO; Louisville, KY; and Spokane, WA. 3.2 Corporate Oversight It is PSC's practice to assign corporate oversight to ensure an additional layer of project accountability, internal financial control, and to quickly address any project issues that are escalated by our clients or our project personnel. The following people will monitor performance through weekly reports and internal project status meetings, and periodically interface with City of Auburn representatives to assess overall program performance and outcomes. PROJECT DIRECTOR LESLIE GREENBERG EXPERIENCE: Mr. Greenberg has overseen all PSC false alarm management contract activity since the company's inception. He has more than 30 years experience in the public and private sectors. His past experience includes Senior Manager, Consulting Division of the International CPA firm ofTouche Ross (now Deloitte and Touche), and the senior management of several companies specializing in financial systems implementation. Mr. Greenberg represents PSC at the National False Alarm Reduction Association (FARA). He also holds an MBA from the Wharton School of Finance, University of Pennsylvania. PROJECT FINANCIAL MANAGER ..SUSAN LANTZ, CPA EXPERIENCE: Ms. Lantz will manage all financial aspects of the project, including establishing and monitoring internal financial controls. As the Finance Director for PSC, Ms. Lantz is responsible for monthly false alarm administration bank reconciliations, reporting,and oversight. 3.3 Production Control and Infrastructure Our Waldorf, Maryland office processing facility is already equipped to handle the processing volume of the proposed City of Auburn program, and will accommodate anticipated growth. Existing computer, ©2009 Public Safety Corporation 3-5 @�, Section 3 Auburn,Washington Project Staff False Alarm Administration Services communications,telephony, high-speed internet,and mailing facilities can currently support the proposed services as well as substantial increases in production volumes.The processing facility operates from 6:OOAM to S:OOPM PST. Our customer service staff is also supported by an Internet Protocol(IP)telephone system which alerts staff to the alarm program of all callers before telephones are answered.This system allows callers to be treated in a personal and professional manner with a City of Auburn specific telephone answering script and tailored answers to expected questions.These tools have helped establish our national reputation for high quality customer support. 3-6 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach 4.0 Approach to False Alarm Administration PSC has designed and tailored the False Alarm Administration Services to meet and exceed all Auburn's requirements. 4.1 Alarm Administration Services Requirements The City of Auburn seeks Third-Party Alarm Administration Services to collect alarm related data HIGHLIGHTS from alarm companies, alarm users and the City's Proven Administrative System with ;l PRC/Northrop Grumman Computer-Aided-Dispatch (CAD) single,fully integrated database i system, monitor and report on false alarms, issue notices ;! for Permit Holder,Alarm Business, of violation, invoice permit and false robbery/panic Financial and False Alarm records activation fees, collect fees, issue registration forms and a Meets and exceeds every Auburn alarm identification numbers, maintain records and service requirement in multiple support hearings and appeals. jurisdictions including billing of i Alarm Companies for alarm i The ideal solution would offer a complete, turnkey permits operation that is based on proven state-of-the-art a Accepts alarm data from technology. This technology would be operated by an PRC/Northrop Grumman CAD ,i organization with extensive experience in the design, systems in nine other locations implementation and operation of alarm management e Track record of same services with systems in multiple jurisdictions of comparable size and the some CAD in multiple cities of complexity to the City of Auburn. j comparable size to Auburn including Spokane, WA AOT Public Safety Corporation (PSC), the nationwide leader in Alarm Administration technology and services, offers this solution and provides the City of Auburn the infrastructure, - w � : s a _m �x ,•. resources and large-scale systems experience necessary to operate a premier false alarm reduction program. Program Analysis Auburn requires a proven false alarm management system that is designed to support its requirements and false alarm volumes with a database design and application software that can be rapidly deployed, and can easily adapt to future operational and ordinance changes. Auburn also requires an approach that accurately manages alarm registrations, properly accounts for financial transactions, efficiently handles unregistered alarms, and has proven capability to share alarm data with the Auburn PRC/Northrop Grumman CAD system and financial data with the City's financial system. In addition, the City must ensure that the sensitive and confidential alarm location data provided by security alarm companies and citizens is treated with the highest degree of confidentiality and protected accordingly. These attributes are necessary to ensure a successful false alarm reduction program that provides prompt,secure and efficient service to the citizens of Auburn. ©2009 Public Safety Corporation 1 Section 4 Auburn, Washington Approach False Alarm Administration Services Administrative System Technical Specifications To support our service proposal, PSC is pleased to offer Auburn the nation's leading software for alarm billing and tracking, CryWolf. Its unique,yet flexible design helps make CryWolf"the only patented (U.S. Patent No. 6,856,246) Alarm Administration system. CryWolf provides all of Auburn's functional and operational requirements with minimum customization. The patent also helps ensure that the technology used for Auburn does not infringe on the intellectual property rights of other technology companies. CryWolf" is a table-driven, modular, high volume, transaction-based, alarm management system. The system contains proven, sophisticated components and subsystems, which are readily tailored to Auburn's requirements. The current CryWolf' version was developed as a Microsoft Windows-based, Client/Server program built on a NET platform and uses a single, fully integrated alarm database. The .NET platform supports highly tailorable alarm related forms and letters, transfers of alarm data to and from CAD, and extensive online registration, payment and other functions. CryWolr's robust, yet flexible structure allows it to easily interface with other City systems and maintain state-of-the art functionality. No other system is as well designed to meet Auburn's specific requirements. For example, our CryWolf' technology currently: • Imports alarm event information generated by nearly two dozen CAD system manufacturers including PRC/Northrop Grumman; • Receives financial data from bank lockboxes; • Shares information with other financial systems; • Offers secure(SSL level)web-based registration, payments and monitoring company access; • Receives registration data electronically from alarm companies; • Provides advanced address validation capabilities online and offline;and, • Fully supports hearings and appeals All of these functions are in place today for multiple cities and counties. CryWolf is also currently used to bill false burglary and robbery/panic alarms with different fees in many locations, and allows both alarm users and alarm companies to be billed for their respective fees. In addition, CryWolf'is designed to provide Auburn secure, web-based, real-time database and report access on demand.These unparalleled system capabilities mean that the alarm reduction program can be started and made fully operational quickly and without the technical risk and time delay associated with system customization, development or excessive trial-and-error testing. Because we own and control 100% of the alarm administration technology including all web-based functions, we can assure Auburn that its Alarm Reduction Program will be responsive to any ordinance and business rule changes, and remain state-of-the art throughout the life of the contract. Because the technical and service staffs we propose are our employees, we can also assure Auburn that we fully control the quality of all Program updates and support. 4.2 Billing and Tracking Process Overview The following summarizes the main Alarm Administration services with more detailed responses to the RFP service requirements located in the following Section 4.3—Required Scope of Services and Section 4.4—Additional Services: 2 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach The main components of program startup and ongoing operation will include: • An experienced alarm services team will install,configure and maintain the Alarm Administration Program in accordance with the RFP requirements,Auburn City Code (Chapter 9.30)-false alarm Ordinance.This team will be comprised of an alarm project manager,alarm and registration processors, and customer service representatives. Members of the proposed team have installed and/or operated false alarm management programs in over 160 cities and counties.This team is described more fully in Section 3—Staff Qualifications with detailed resumes in Appendix A. • CryWolf False Alarm processing staff services will include: • Working with Auburn's technical and alarm staff to import and assist City validation of any alarm registration data currently maintained by the City • Working with Alarm Companies to electronically import their alarm customer information into the CryWolf System database to facilitate alarm system permit registrations • Planning and performing all necessary program implementation tasks, and conducting implementation status meetings with the Alarm Administrator and other City staff • Processing new registration, renewal and reinstatement applications by mail and online • Importing daily false alarm incident data from the City CAD system, and producing and mailing alarm notices • Billing false burglary, robbery/panic and other alarm fees as defined in the Ordinance • Obtaining, entering and reconciling all collection data on payments received from Citizens, Businesses and Alarm Companies online and through a City approved commercial bank lockbox • Answering alarm company,citizen and business inquiries,and providing other customer services on a full 6am to 5pm Pacific Standard Time basis each business day • Establishing and hosting dedicated,secure websites for Auburn alarm users and alarm companies • Providing the City Alarm Administrator secure, online access to alarm data and reports • Notifying(noticing) delinquent accounts of payment requirements including Demand Notices, and late fees. Managing collection activities as directed by Auburn,e.g. engaging third-party collection agency, transferring information to City collection department • Supporting the City's false alarm appeals process • Providing information to support enforcement efforts, including decisions on permit suspension/revocation • Transferring to the City changes in Permit Status, e.g. Suspended, Revoked,as well as other permit related data for import into the PRC/Northrop Grumman CAD system, if required by the City of Auburn ©2009 Public Safety Corporation 3 i Section 4 Auburn, Washington Approach False Alarm Administration Services • Consulting with the City on ordinance changes,false alarm communications and public education efforts • Maintaining all required records of alarm installation/monitoring companies and users • Scheduling and preparing support for hearing and appeal requests • Reporting to City management false alarm program activities and progress • PSC will arrange to direct(via dedicated website and bank lockbox) payments for deposit into an Auburn designated-bank account established for the Alarm Program At the beginning of the Project,we will work with Auburn to develop a payment processing plan that ensures collections are accurately and efficiently processed,financial transactions are well-documented in accordance with Auburn fiscal policies,and revenue is shared in accordance with the revenue sharing plan outlined in the Fee Section of this Proposal. • PSC will furnish and maintain all computer hardware,furniture, equipment and software necessary to install and operate the system at our processing facilities. Because we propose a state-of-the-art client/server based system, primary false alarm processing will be performed at fully equipped and staffed PSC facilities in Waldorf, MD (near Washington DC).This facility is currently used to administer alarm programs in cities and counties throughout the country including Spokane, WA. • PSC will also provide all necessary forms, supplies, postage and mailing materials to administer the Program at PSC facilities. 4.3 Required Scope of Services PSC proposes to provide comprehensive false alarm administration services that meet and exceed all Auburn Proposal specifications.As requested in the RFP,this Section addresses the required Scope of Services in the order presented in the RFP. Each requirement will be highlighted followed by our response. Where possible,we have used system Screen Views and examples to more clearly describe 4 our answers. We shall meet all of the following service specifications as described in our responses in accordance with the RFP: Specific Requirements Concerning Proposed Services The selected Contractor shall be responsible for the following areas of the Auburn City Code Chapter 9.30: 4.3.1 Alarm permitting and registration Alarm permitting and registration of all known alarm users or companies conducting business in the City of Auburn. @ 4 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach The RFP and the new Alarm Ordinance require that initial data on alarm registrations be obtained directly from the Alarm Monitoring companies. PSC pioneered the electronic transfer of false alarm information between alarm companies and jurisdictions. We have imported alarm related data on about 400,000 registrations from alarm companies to Alarm Programs in many jurisdictions including Albuquerque, NM; Baltimore City, MD; Loudoun County,VA; Manatee County, FL; Prince George's County, MD and Spokane,WA.This functionality is already built into CryWolf and uses a predefined Excel spreadsheet format with which many alarm companies are very familiar. PSC has excellent relationships with all of the national Alarm Companies and has worked closely with them in numerous jurisdictions including several Washington communities. In order to expedite this process,we will begin with an initial list of Security Alarm Companies doing business in nearby Spokane and Vancouver,WA based on our existing work in those cities. Both locations have compiled complete lists including addresses, phone numbers and contact information for alarm companies.We plan to review and update this list based on discussions with City of Auburn Program management and the Washington Burglar and Fire Alarm Association at the beginning of the proposed project. In many other communities,Alarm Companies have benefited from our ability to host an Alarm Company website providing access for Alarm Companies to enter alarm system registrations and view their own customers'false alarm performance. An example of an Alarm Company website is shown below: ol> .i Z Z. 1.11 ir.- e. ;1• » li 1) , A a rV False Alarms Redt l lh Sample Online Alarm Company Screen ©2009 Public Safety Corporation 5 Section 4 Auburn,Washington Approach False Alarm Administration Services PSC will convert legacy alarm registration data provided by the City of Auburn. In addition, PSC will work with the alarm/monitoring companies to collect and import initial alarm registration data. The alarm companies can provide their current alarm user list and subsequent update information in PSC provided electronic format to PSC for upload into the CryWolf System. PSC will also process registrations and renewals for Alarm Installation or Monitoring Company Licenses. As required, CryWolf processing staff will review company registration applications for completeness and research information that is missing or incomplete.The proposed CryWol(system is designed to register and track alarm companies as well as alarm users. CryWolf issues verification that the license application is received, and notification of its acceptance or denial.Outstanding charges are automatically tracked for all alarm company accounts regardless of registration status, and fees are easily applied to proper accounts and charges.The system also processes any returned checks. 4.3.2 Alarm Account Tracking Alarm account tracking which enables the identification and billing of false alarms occurring within the City of Auburn. Nationwide, CryWolf systems maintain databases containing over 2,000,000 permitted and non- permitted alarm locations. The system is designed to register and track alarm companies, alarm users and, as required in some locations,alarm technicians. Up to 95 fields of information can be maintained for each alarm location including 8 user-specified,custom fields. As shown in the Master Permit information screen below,CryWolf displays the alarm location (at the top of the screen) and information on an unlimited number of related parties at the bottom of the screen including the"Responsible Party'who is the main recipient of alarm-related correspondence and invoices. A 1 paoom I _— -. __? seats Ayrej;oew �.)•-I:awnacw_ J Ov:•evup 1�[OI T,,din9A+( t_f Geehd IG5V2Un-- padre:: lld3 IC4MPoROUNO RD _ e, _ ©FA)TD 365.x9; __ _ ry -y�ry .RVTMN U6 0N@ v_ Flaps p+R L,,1101 Mi ,MJ 4 eohimaPpublip:alebcpm mm 6labr 1.g Nap-ptl' v Ga;m Ot 1111SI/Im5 Relalatl Persons Relaretl Alain Cpmpwl.a:Ptldtlnl Iola Spe6ol Cndms„Ir Atlmn Nines Resppnees RM 0 Lnk CIea Llnked PP 1Personc Porson 1 �'Indode Ne Business demewhen printing lhis Atldresz on Len.rs and MaLng Labels P..NOn 32936 Pbl (602)]]6937 nl I.R,l RHODES 4/IW04 M (5U)d4]-5]15 ABdr Lin. - Add.ss 3313 CW GROUNDRD ✓' a? () MlYTOYM - US 00402 ❑OCIw? Woll eNecaC�puhLmalebmrp mm _ CppywflP Dekk 6eMW _ - -v ® O--IN: 14N Displaying important status information 6 ©2009 Public Safety Corporation Auburn,Washington Section 4 False Alarm Administration Services Approach As shown above,the Master Registration Screen contains Tabs at the bottom half of the screen to store Alarm Information (up to 4 alarm companies and user-specified types of alarm systems),Special Conditions (hazards plus 6 custom fields),Additional Information,Administrative Notes (system user comments)and Responses Received (to track response required letters). The Master Registration Screen and its Tabs will be used to store the following data required by the Alarm Ordinance: The Master Registration Screen and its Tabs will be used to store the following data: • the name, complete address (including apt/suite number), and telephone numbers of the person or entity who will be the registration holder and party responsible for the maintenance and operation of the Alarm System and payment of any fees assessed; • the classification of the Alarm Site as either residential(includes apartment,condo, mobile home,etc.)or commercial; • for each security Alarm System located at the Alarm Site,the classification of the security Alarm System (i.e. burglary, holdup,duress, Panic Alarms or other)and for each classification whether such Alarm is audible or silent; • mailing address,if different from the address of the Alarm Site; and, e any dangerous or special conditions present at the Alarm Site i.e. dog or other hazards. In addition,the following documents as submitted by alarm users will be maintained: • Alarm Permit Application • A written notice from the Alarm User stating the following: • the date of installation,Conversion or Takeover of the security Alarm System,whichever is applicable; • the name,address, and telephone number of the Alarm Installation Company and/or Monitoring Company or companies performing the security Alarm System installation, Conversion or Takeover and of the Alarm Installation Company and/or Monitoring Company responsible for providing repair service to the security Alarm System; • the name,address, and telephone number of the Monitoring Company if different from the Alarm Installation Company; • that a set of written operating instructions for the security Alarm System, including written guidelines on how to avoid False Alarms, have been left with the applicant by the Alarm Installation Company and/or Monitoring Company; and • the Alarm Installation Company and/or Monitoring Company has trained the applicant in proper use of the security Alarm System, including instructions on how to avoid False Alarms. • An acknowledgement that the City of Auburn response may be influenced by factors including, but not limited to the availability of deputies, priority of calls,weather conditions, traffic conditions, emergency conditions,staffing levels, past Alarm history and administrative actions etc. ©2009 Public Safety Corporation 7 Section 4 Auburn, Washington Approach False Alarm Administration Services Also shown on the Master screen above is other important information such as user-defined Status (e.g. Permitted/Good Standing, Do-Not-Respond, Referred to Collection Agency, Revoked), Amount Outstanding, Number of False Alarms, Permit Issue and Expiration Dates. Also shown,on the upper right side of the Master Screen above are Special Color-Coded, "Flags"that can be set for NR-Do-Not- Respond, R-Revoked,S-Suspended and turned on automatically(colored Red)when status-change notification letters are generated to alarm users. Other fields can also include color coding to highlight key parameters or statuses, as required. 4.3.3 Billing Services Billing services listed within the Auburn City Code Chapter 9 30 As shown below,CryWolf" includes a table-driven false alarm fee schedule (Charging Matrix).This structure allows us to specify/edit the alarm count at which alarm fees are charged. An unlimited number of alarm fee schedules can be customized for each Agency(e.g. City of Auburn Police), location (e.g. Commercial, Residential, Government),status (e.g.Active, Non-Permitted, Revoked) and Dispatch type(e.g. Burglary, Robbery/Panic, Fire)as defined in the system. y 1 ' AgeMy ABC GIy I .� ihN CtuP- LMN+ 5 � �- MeveCOd+FnMme [J IAW SIWCO Fe68.4,Almm t BtNw PrLVe .__ ._ _ f•v't,?"'"«la.�.i 3:,".:5^._ _ Oi:pm6 Bm91vy YnvAJMeb¢ee ICeiee Mya '' a'H.,�-•na!-iLv., ''•71 .:5,.::S:�i.;( I`_ -. �m.HrrAr+lu151NC�atrf S�nvn Yleuc 3elmr ,-•S' ` - . N/A Nore_ _ __ "'_.. � r._>!. c:1`�x.,�•i+:C.':Yi.� -. , i.�.` � h Smdlh:Wla 10 tlm AA.evea IhiAe r' i' :•SI ••• ,y.• ;2 y 6d is bent¢Mto lh;Alum ComFmb' �`-. � ?rM.�". OK Sample False Alarm Charging(Fee) Matrix The charging tables can be changed at any time by an authorized user(e.g.system administrator) and any alarm count can generate a letter(or not), a fee/invoice (or not), and automatically change the status of the account, if required.A change in status can further initiate a different false alarm fee schedule, if desired. Special charges such as late fees, non-permitted fees, and "no ECV"fees can also be assessed. For example, a late fee can be automatically added to charges at 30 day past due dates and be included in fully customizable, past due letters sent at 30 days(and subsequent dates,e.g. 60 and 90 days)with special letterheads, e.g. Fiscal or Law Department, if desired. 8 ©2009 Public Safety Corporation i Auburn,Washington Section 4 False Alarm Administration Services Approach 4.3.4 Documentation and Reporting Documentation and reporting of requested activities occurring within this portion of Auburn City Code Chapter 9.30. CryWolf provides unparalleled reporting capabilities.The system includes nearly sixty(60)standard financial and statistical reports with various data filter and format choices. In addition, CryWolf staff has access to unlimited custom reports through a built-in report generator as well as via third-party report generators such as Crystal Reports. The system can also generate individual account histories that include payment dates and all actions taken regarding an individual account. The following CryWolf System report menus show standard reports available in the System and examples of some of these reports are included on the CD provided in Appendix C of this Proposal. File =I Options Help General ChargejPayment Related Alarm Cal Related • "^' ^ r - List Expiring Registrations by Date Range Alarm Company Related 1 Registrations With Recorded Bad Addresses Save AD Reports As RTF Registrations Listed As Baniwpt List Regltratiens betng'Tracled for payments View Existing Involce List Registrations Sharing The Same Responsible Party View History from Existing Case/IDdden t S i List Reg6tratlons by Related Person's Name View AD Correspondence by Registration Ntmlber I List Registrations By Related Person Type ew ADD Correspondence ist Franchise Businesses Vim By Alarm Company l View Fadden Information List Registrations By Date Range 1 View False Alarm Record,Fie List Registrations wl Incomplete Addresses List Responsible Party'wj Incomplete Addresses 1 AdHOc Reports(SQL View) I List Duplicate Addresses Prod Marling Label List Lingua Street Names List Registrations with Invalid Geecodas -__ _ • Registration Related Reports Fie Options; Help Review Account Hstory •V7 ChargefPeyment Related f 1 WorWoad Snapshot By Date Range •,1 Alain Cal Related t List Accounts Receiving Certain Correspondence 1 Registration Related F List Accounts for Response Reµved Correspondence Alan Company Related 1 List Top offenders by Incident Date Range Save Ai Reports As RTF Special Cetetory Report Review Appeal Hearin, Yew Existing Invoke Appeal Hearings Llsbngl5tatislacal Report View H5tory from Existing Cesellnckient# List Pending Hearing Requests View All Correspondence by Registration Number ACHVdies Surrunary By Action Data Range View All Correspondence By Alarm Company Data Entry Statistics by Data Range View lMhlent ldamabgn ARfAC Registration Statistics By Date Range View False Alarm Records Fie Write Payment Data to File i AdHoc Reperts(SQL Yew) Write Repistratlon Data To He 1 Ware Processing Payments Check ink Fr4d Mating Label Alarm Pracessh,Integrky Check General Reports ©2009 Public Safety Corporation 9 Section 4 Auburn,Washington Approach False Alarm Administration Services Rk U=Optbrts Help General 'gSGV'3 Payment Tally Shoat Alarm Cell Related f Search Payments By CheckNuober RegIstratien Related y Aging Report(ou Alarm Company Related s Dent Date Letter Sent) Charge Account Analysis Report Save All Reports As RIF • herge and Payments Controlled by Date Range i.t View Edsting invoice List Payments By Location Type Yew Kstcry from EdsthV Casejintldent f List Accounts with Escrow Funds List Accounts Receiving Refunds By Date Range ~ New Al COrrespondenco by Ragm1radon Number List Payment Files Processed by Date Range New AO Correspondence By Alarm Company - - - ViewImidentinformation k , ! New False Alarm Records File .., AdHoc Reports(SQL Yaw) Print Mailing Labols .. Charge/Payment Related Reports Fie P�Option; Hob y Gemmel ChargefPaynroM Related t ! Aiarm Listing By IrGdent Data Range - Regkbadon Related F Nam Court By Premise Type Alarm Company Raided t Aia•m Statistics By]ntldent Data Range Save All Reports As 0.TF ' Alarm Sathtics By Locaton Dispatch Statistics By Incident Date Rang Yaw ExiON Invoke ( List Ra mbaticns wl Alarm Counts Outside of Defined Range i view 19story from Ewstki CaselircldeM.T 1 Yew Al Cowespordance by Regstratbn Mmber ' f - Yew AM Conenondence By Alan Canpany Yew lnddent Irifwmatkm Yew False Alarm Records Fie + h AdHOc Reports(SQL Yew) •Y .• . .� Pmht Ni Labels - Alarm Call Related Reports File •sr Optkns Help General F >yY ChargejPay, ant Related F Cy I Nam Cal Related r - - -- RepslrUbiRebtad F Cant Registrations By Alarm Company Save Al Reports As RTF Fake Alarm dspatch Rate Wt Exin"Alum Companies by Date Range Yew Existing lmooe List Registrations By Alarm COrpany Yew Wstory from Exlstnq Casejlrmident A List Regktrxtons by Alarm Ca Based On Status At Tme Processed ! Lls View All Correspondents by Registration Number List Nam Compares Dry Date Range Yaw ANC.,espoMerxe By Alarm Company List AC ResporssNe Forbes with incomplete Addresses Yew lnddent 14Wmulcn yaw False Alarm Records File ,J{-•�.- AAix Reports(5Qt view) •- - :k .1 Alarm Company Related Reports 10 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach As shown in the Screen View below, all CryWolf Screen reports include 'hyper-link'functionality. Using hyper links,the Alarm Administrator can click a mouse over any alarm registration/permit number, invoice number, hearing number, or case number in a report will automatically display that item's supporting information, e.g. invoice, CAD incident data, on the screen. Supporting information may then be viewed or printed. Fw m..a.v9.Fw II`11t fi-�.="hw "'fit ?.;'°' = amvn5wm AHtcpey t �',�� Ai� w.0w uwxxm Dw Ix�m uH,xny IA -n 1 wnx Tx3 snmxq 274 PA Ai.b dw S..v 1 ® WHO Luidxm LJoima.ou Rery FABB C—H. 923-00'63 DItrW� M..N. 5331 DLL.4knd' 12vaum I,.aLe He D„nd Lonhov 12WO EFFUMHFAWAM ® 133969 360 C.nFlefeLrcWOn 13050@FFI=)NFAFMF4H0MDEPOt WdLLOLLr I]A/JOp1-9md>7 3 n93 ie L[,N4tw.: C97 9019 MwWafiF 3633 99193 °dd",d 3635 H. T.4aa,kd 231T - H. Tn.06nn 2219 taxmw to<Hn.d nm ° GrytaM1d♦!o TlePbn _ MM CC b.,W. FA ;T➢01 bnWe' K115 uw nr.url ChdD A115 c < 4 > Example of Hyperlink Access to Supporting Documents Online Reports Auburn will also have direct,secure, online access 24/7 to extensive alarm program information and the most frequently requested reports. This online Documentation and Report access is described in more detail in Section 4.3.16—City of Auburn Web Templates below. No other system provides the extensive and flexible reporting capabilities of CryWolf". 4.3.5 Remittance Processes Ability to complete a full range of remittance processes to coordinate with the City of Auburn Finance and the Auburn Police Record's Unit. PSC will provide remittance options for alarm users and alarm companies to include mail-in payments, online payments and, if the City requests,walk-in payments at existing City payment sites. Normally PSC will arrange to have all mail-in payments remitted to a mutually-agreeable, dedicated, commercial bank lockbox for automatic deposit by the bank into a designated bank account established for the Alarm Program.At the beginning of the Project,we will work with Auburn to develop a payment processing plan that ensures collections are accurately and efficiently processed, and financial transactions are well-documented in accordance with the City's fiscal policies. ©2009 Public Safety Corporation 11 Q Section 4 Auburn,Washington Approach False Alarm Administration Services PSC will also accept online payments through the dedicated,secure alarm user and alarm company websites we host.This functionality is provided in more than a dozen other programs we administer. In addition,we can accept payment information from other financial systems such as a City cashiering system for walk-in payments. In some locations we have also defined a less automated walk-in payment process using the program bank lockbox we establish for mail-in payments.At the beginning of the project, we propose to discuss payment options and processes with City financial management to tailor a multi-faceted approach that works best for the City. To facilitate the transfer and reconciliation of payment data,the CryWolf® system includes two levels of user-defined payment types: Charge Type, e.g. permit fees,false alarm fees, late fees etc., and Payment Method, e.g.cash, check, online charge, etc. This flexibility provides the City the ability to customize payment types as required. CryWolf®tracks payment type, date paid, and user sign-on for every payment. We will reconcile the false alarm account daily and provide the City of Auburn a monthly reconciliation of all funds received detailing every transaction. Our Tally Sheet report can be run for any date range and show payments by Charge Type and Payment Method, and by PSC Processing Staff ID. It i k-a.iWb4uvv Nmnn4'bvnan I _ � v M i - dV*W m a Sample Tally Sheet Showing Payments 12 ©2009 Public Safety Corporation I Auburn, Washington Section 4 False Alarm Administration Services Approach 4.3.6 Educational Process Coordinate and assist in implementation of an educational process for citizens and businesses through classes, brochures, and other public media. As we have done in many other alarm programs, PSC will also provide the following assistance to promote the alarm program as requested by City of Auburn: • Consult on the web-based, alarm school curricula and educational materials • Consult with the City on approaches and content to inform the general public of the alarm ordinance provisions via broad-based, false alarm, public awareness program using major print(Newspapers) or electronic (TV, Radio, County Website) media. As part of this assistance, we are pleased to discuss what other communities we administer are doing to raise public awareness and provide sample press releases employed; • Consult on point of purchase displays, brochure production, false alarm notification stickers and distribution to new and existing registered alarm sites , and other support as needed to effectively administer the program Of course, some of these approaches will be included in the dedicated Program website we will create and host for the City of Auburn. 4.3.7 False Alarm Reduction Programs and Appeals Provide a support system to assist citizens and businesses with false alarm reduction programs and the appeals processes (if applicable). CryWolf® staff will be available to assist citizens, businesses and alarm companies, and answer administrative and billing questions by telephone toll-free. This customer service support will be available 6am —5pm Pacific Standard Time (PST), Monday through Friday, excluding national holidays. A voice mail system with customized greeting will be used to capture calls made at other times for timely call back the next business day. The toll-free number will be published on all invoices, alarm registration forms, notices and other correspondence. The CryWolf® staff will be located in existing False Alarm Program support offices in Waldorf, MD. The core staff will be backed up by a group of 12 customer support personnel located at these offices. This facility offers the latest customer service computer and telephone system equipment including high- speed, high-volume folding, sorting and mailing equipment; high-speed internet connection; hosted website for City of Auburn access and database backup/disaster recovery equipment/services. Customer service representatives will respond to inquiries based on scripts pre-approved by Auburn's Program administration. PSC has extensive experience supporting appeals in numerous locations as part of our False Alarm Administration Services. We provide appeal and hearing support in more than a dozen locations. If a citizen or business wants to file an appeal, PSC can email or fax the appeal form to them. The forms and appeal instructions will also be available for direct download from the City's website, if desired. ©2009 Public Safety Corporation 13 Section 4 Auburn,Washington Approach False Alarm Administration Services Our system can quickly assemble pertinent information and reports to document all billing, revocation and other decisions. CryWolf program staff will forward this documentation to City personnel evaluating the appeal or this documentation can be securely accessed online. The CryWolf'system includes a complete Hearing and Appeals module to apply the results of an appeal. This module is dedicated to tracking and accounting for the filing and adjudication of hearings and appeals, and allows for the reduction of fees, reassigning of alarm calls, and even the deletion of calls as required. All hearing results are tracked by registration and can be reviewed as needed. If required, this module can process a large volume of appeals as evidenced in Baltimore County MD, where 800 appeals are processed each month. Our system is also designed to automatically generate a notice of the appeal results for mailing to the resident or business. CryWolf staff can mail these results if desired by Auburn. These notices will be tailored to Auburn needs and can include special appeal categories defined by Auburn, such as weather, valid alarm, utility/power failure, medical alarm, canceled within a pre-defined period of time, first false alarm of the calendar year,etc. Our CryWolf system provides the ability to waive an alarm incident, change the alarm count and/or charge, and document the reason for the waiver The waiver event and justification is automatically inserted in the account history for audit trail purposes and will automatically modify any subsequent billing transactions for false alarm incidents. Appealed alarms can also be flagged to stay late charges until an appeal decision is made. During the appeal period, delinquent notices on the appealed transaction are also automatically suspended. Once an appeal decision is made,the results are entered and a decision letter can be automatically sent to the alarm user. 4.3.8 Bad Debt Coordinate with the City of Auburn on the collection of bad debts associated with the Auburn City Code Chapter 9.30. We will discuss with the City of Auburn the treatment of bad debts at the beginning of the project and follow a process approved by the City. As we have done in other alarm programs, we can engage a third- party collection agency,transfer delinquent amounts to City tax collection or file Property liens as directed. 4.3.9 Collection Services Assist and provide debt collection services in conjunction with the City Code. Our system is designed to identify, report and electronically export, if desired,delinquent account information at a user-specified threshold date, e.g.90 days or 30 days following generation of a formal demand letter.As described in Section 4.3.8 above, we will work with the City to define a process for handling delinquent payments. If authorized by the City of Auburn, PSC will engage a properly licensed,third-party collection agency to assist in collecting delinquent fees.This Agency can be one already used by the City or one that we introduce. 14 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach 4.3.10 Toll Free Phone Number Assistance Provide a toll-free phone number to assist citizens and businesses and answer questions as to the administration and billing of this program. CryWolf® staff will be available to assist citizens, businesses and alarm companies, and answer administrative and billing questions by dedicated, toll-free telephone number. This customer service support will be available 6am — 5pm Pacific Standard Time (PST), Monday through Friday, excluding national holidays. A voice mail system with customized greeting will be used to capture calls made at other times for timely call back the next business day. The toll-free number will be published on all invoices, alarm registration forms, notices and other correspondence. Customer service representatives will respond to inquiries based on scripts pre-approved by Auburn's Program administration. 4.3.11 Registration and Suspension Lists Provide the City with lists of new registrations and suspensions on a weekly basis. As indicated earlier in Section 4.3.4, our administrative system provides various permit related reports including listings of new permit registrations and permit suspensions. As the following sample screens show,a listing of Registrations can be generated for any date range, e.g. weekly, and list Registrations limited by Location Type and/or Status Type. In these sample Registration List selections below,the left screen shows how weekly new registrations would be selected as "Active" Registrations "Created"during the week shown (3/2/09-3/8/09).The right screen shows how weekly Suspended registrations would be selected as "Suspended" Registrations with a "SuspensionDateSet"during the week shown (3/2/09—3/8/09). 3<a' d.:3F—WAMM ,ABLriY ONLwA. A7k'C1' AeL[IV .4.; aNLuaUun 0flmd DdvAmpe ---_-----_ ___..i Dp`v.J D_Me Nnge .. ..-___.. Dmo Gelled V i Dde 15va0eneonDaloSW Fmm 3142009 _ v Fiom '317RDI1O__ _v' Thm 3101:009 TI"W 3l0kOO9 v Dada OY AC.Uu 4 v, . . OIdn OY SIWI S.My YU pe 1h F, Se ❑Al$I" M Al SbWI IrcLde make I]NumedAdBeu/PFanetl 9m eiarvkd 1 2 3 1 5 ACWQ 3 7' eroked ❑'R."^' 9 10 11 121311 -- ❑Anpon:ble PalYlNanwim I ❑fle:pC 15 16 17 10 19 20 ❑OO fldded N.-Irl ndm ❑ONd!22 23 24 25 20 27 2B p itld0wlxrip ❑rddl n 30 31 ' . ,Ad As also shown in these examples,Auburn-selected information can be included in the listings,e.g. Alarmed Address/Phone Number and/or Responsible Party Information. ©2009 Public Safety Corporation 15 011 r Section 4 Auburn,Washington Approach False Alarm Administration Services 4.3.12 Database Access Provide secure database access via the Internet for the City. t PSC provides secure, 24/7, online database access to our municipal clients in over 20 locations.Access is provided by a Dedicated Administrative website. The series of screens below show examples of a secure (SSL) login for authorized City of Auburn personnel and three of the successive navigation bars once login is accepted.The Navigation bars show various database search and report options available.The specific report list shown is tailorable in order to provide City staff the most frequently needed reports online. p . ..._. .,_. ..,_,..w_._ a I It'nyofla)ctteci Ile..nihnsa' False AlarmRedfj!j ql , 15.u,n Pa: j Online Program Login Screen The pictures and selected content on these web pages can be further tailored to Auburn specifications. fi, [N uti Ea.e0.n lab lktr Fe Etlt Xev faro,¢ I� Ikb ¢" E•fi w, Fa t- i. I+ r paa,- _7 . r T'Sevf peax Oee O I I . I .� W Se•.+CI Sn'A iipE 16 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach City of Auburn Online Program Navigation Screens All City web access to CryWolf maintained alarm information takes place over secure, 128-bit encrypted, secure socket layer(SSL) online connections. Few alarm administration systems offer this security level. As shown in the Screen View below,SSL security is easily confirmed on all CryWolf web pages by the "https://:"at the beginning of the website name("url") and the Lock icon shown at the bottom of each webpage. The screen below also shows the Secure Certificate that is shown when an end-user activates the Lock icon. mat. . -04 .. - H � 1 isi •• tl"?' &,l—SO 1 k+ \9ell i SiRU - Cool -.,...,......�... t "i.�l dE•�.41 l,c.. p su.. � I Enhanced Online Security 4.3.13 Alarm Business Web Access Provide limited access via the Internet for Alarm Businesses for alarm registrations and registration status. In many communities, Alarm Companies have benefited from our ability to host an Alarm Company website providing limited access for Alarm Companies to enter alarm system registrations and view their own customers'false alarm performance.An example of an Alarm Company website is shown below: ©2009 Public Safety Corporation 17 Q__ Section Auburn, Washington Approach False Alarm Administration Services False Alaran Redlj�Ucfio 1, Sample Online Alarm Company Screen We expect that this offering would also be well-accepted by alarm monitoring companies doing business in the City of Auburn and enhance cooperation among the companies, their Alarm Association and the City False Alarm Administration Program. 4.3.14 Register via the Internet Provide ability to register security alarm systems and business alarms systems via the Internet. The proposed CryWolf"alarm tracking and billing application includes interactive on-line access capabilities.This function provides the ability for an alarm user to register and access information about their account on-line. In addition,we have provided the capability for alarm monitoring companies to have limited access to information about their own alarm customer accounts. The Alarm Administrator will also be provided secure online access to make changes to mailing addresses, phone numbers and contact information for alarm users and alarm companies, as required. As shown in the sample Screens bc|ovv/ PSCwi|| provide fully interactive, secure online (web-based) alarm registration for alarm systems. This functionality also allows alarm users to review their registration status, update contact information and renew permits online. This web-based registration may be used by both alarm users and alarm companies (to register their alarm users) and is currently in use by numerous CryWolf* clients including a number of the references provided in Section 2 — Corporate Qualifications. i8 @2009 Public Safety Corporation Auburn, Washington Section False Alarm Administration Services Approach False Alarm Redwdkm Sign Ill, Sample Online Citizen/Business Access Screen Sample Online Registration Screen Online registration and access offers important benefits such as citizen convenience, data accuracy,false alarm awareness,greater compliance and more timely information, It also increases the responsibility to ensure that very sensitive alarm permit data remain secure, All web access to CryWolf maintained alarm information takes place over secure, 128-bit encrypted, secure socket layer (SSL) online connections. Few alarm administration systems offer this security level. @20O3 Public Safety Corporation 19 0-- Section 4 Auburn, Washington Approach False Alarm Administration Services As shown in the Screen View below, SSL security is easily seen on all CryWolf web pages by the "https://•" at the beginning of the website name ("url") and the Lock icon shown on each webpage. � ` Rvg, ' Sign . ....,_ ._......._. law 4.3.15 Contractor Shall Not Outsource Contractor shall not outsource any facets of the provision for these services. PSC understands and complies with this requirement. Not only are all alarm service and technical staff employees of PSC,the CryWolf Alarm Administration System and all related development, interface and support services are also provided 100%by PSC staff. 4.3.16 City of Auburn Web Templates Ability to use the City of Auburn's Web Templates for any False Alarm web pages accessed by the public, The CryWolf Alarm System ASP web pages are deliberately designed using standard HTML scripting language in order to provide our clients with the capability of applying their own "style sheets" to develop a common "look and feel"with other web templates.We will work with the City of Auburn to tailor the color and format of the alarm web pages to use City of Auburn Web Templates. Of course, the pages can also be linked the existing City website as well. 4.3.17 Public Records Compliance Ability to maintain records and provide public records requests in compliance with the State of Washington laws. As we do for all of our false alarm administration clients, PSC will maintain and provide public records in compliance with State of Washington and City laws. 0 20 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach 4.4 Additional Services, Not Covered Above, Exhibit "A" Scope of Work Below are additional services not covered above that were noted in the Scope of Work—Exhibit"A". 4.4.1 Reports The reports listed in the RTF [RFP] shall be provided by the Contractor. Contractor shall also provide a report that tracks cancelled calls under the City of Auburn Alarm Ordinance. The Contractor shall also provide-additional reports at the request of the City of Auburn as long as the Contractor has the ability to comply. The reports shall be available to the City of Auburn on an as needed basis. PSC will provide all reports listed in the RFP and also provide additional reports at the request of the City of Auburn that are available in our CryWolf System. CryWolf includes nearly 60 standard reports with various date and data ranges. New Registrations and Suspension Reports as well as many other sample reports are included on the CD in Appendix C. 4.4.2 Community Page An on-line false alarm educational community page shall available to the public and be linked to the City of Auburn's website. It shall be functional within one month of execution of the contract. The Contractor shall be responsible for updating information to the website based on request of the City of Auburn's Alarm Coordinator. As we have also done in many other locations, we will tailor and host a dedicated City of Auburn False Alarm Reduction website similar to the one shown below. .w:....,... . :, ran.a a...�.e... y.._ �.. ...:. ,_..f ! Ihrllla of lb;mr�illr,.t rAm'.u. .r r.. Fnl+a•dlarw Rrdpeti!% tii4u In 1 onlwl l. This site may be linked to the general Auburn City website and can provide Citizens and businesses continuing alarm education by (1) presenting False Alarm Reduction Information and by (2) providing access to an online Alarm Awareness Class (Alarm School). The online False Alarm Reduction Program information can include such information as: • Alarm Ordinance • Appeal process • Registration requirements • False alarm fee structure • Reinstatement requirements e Sanctions for non-permitted users • Law Enforcement response guidelines ©2009 Public Safety Corporation 21 Section 4 Auburn, Washington Approach False Alarm Administration Services Subject to City of Auburn approval,we will be prepared to launch the false alarm educational community page within one month of contract execution. We will also update the information on this webpage(s) as requested by the City of Auburn's Alarm Coordinator. 4.4.3 Alarm Class An on-line alarm class/test for alarm users shall be tailored and functioning within one month of the contract. Updates and training for the class/test shall be completed within six months.The Contractor shall mail the class/test to alarm users that do not have access to a computer.The class/test shall be made available as a link on the City of Auburn website As shown in the sample screens below, we also host an online Alarm School in multiple cities. The first sample screen shows the 9r"step (screen) in a multi-step process where online visitors, via secure logon, are provided tailored questions and answers about the causes of false alarms and how to prevent them. �2 a...•..�.... 4: • A r. -r J A False Alarm Redrr r ,.. i.. _ ._ __ .. - pL• is - Once online visitors complete the multi-step education process they are provided an online test (shown in the sample screen below). This testing process automatically draws a random subset of questions from a larger question universe to help ensure that the test varies from visit to visit. The test results are reviewed with the online visitor and the test "pass or fail" result is written to the visiting alarm user's account history. 22 ©2009 Public Safety Corporation Auburn, Washington Section False Alarm Administration Services Approach ,^~ ` As requested,the on-line alarm class and test for alarm users will be tailored and functioning within one month of the contract. Updates and training for the class and test will be completed within six months. P3C will also mail the class material and test to alarm users that do not have access toa computer. The class and test will be made available asa link on the City of Auburn vvebdte. 4.4.4 Registration Process The Contractor shall complete the registration process of all alarm users in the City of Auburn within 180 days from execution of the contract. Working closely with the alarm companies that have City of Auburn customers and with the City, we expect to substantially complete the alarm registration process well within 180 days of contract execution. VVe have accomplished this task many times ahead of this target schedule. Our registration process will begin with the electronic import of alarm customer information from alarm companies.We have imported alarm system data using this method in many locations including Spokane. We have imported hundreds of thousands of alarm system records using this approach. 4.4.5 Integration mf Alarm Account Tracking The Contractor will coordinate with the Auburn Police Department Record's Division and Valley Communications to ensure for integration of the alarm account tracking. PSC has over 10 years experience working with the integration of our CryWolf False Alarm Administration System with CAD and RK8S systems manufactured by nearly two dozen manufacturers including Northrop Grumman (PKQ and Spillman. With nine PKC/Northrop Grumman installations and two Spillman system sites(covering dozens of municipalities), PSC will ensure the integration of the alarm account tracking with the Auburn Police Department Record's Division and Valley Communications. @20U9 Public Safety Corporation 23 Section 4 Auburn,Washington Approach False Alarm Administration Services 4.4.6 Access to letters and forms The Contractor shall provide the City of Auburn Alarm Coordinator access to all letters and forms the Contractor is using for the provision of these services.The Contractor shall notify the City of Auburn i Alarm Coordinator in advance if these documents change. PSC will work closely with the City Alarm Coordinator to have all letters, invoice documents,forms and other correspondence reviewed,edited and reformatted as necessary, and pre-approved by the City before these documents are used or changed. At the beginning of the Project, PSC will provide the Alarm Coordinator numerous draft documents to review based on our work with other jurisdictions. l 4.4.7 Public Access FAQ' s The Contractor shall produce FAQ's for the public's access and education concerning pertinent aspects of the False Alarm Ordinance. The FAQ's shall be linked from the City of Auburn website I At the beginning of the Project, our experienced implementation staff will review the Ordinance provisions and commonly asked questions from other programs with the Alarm Coordinator and other City staff, as needed,to develop a list of FAQ's for publication on the alarm website we host. 4.4.8 Meet with Alarm Industry Representatives The Contractor is required to meet with the Alarm Industry Representatives within 90 days of the execution of a contract to ensure knowledge and compliance with the City of Auburn False Alarm Ordinance. The Contractor will continue to meet with same on an as needed' basis. As we have done in all of our false alarm administration services projects,we will work with the City Alarm Coordinator to schedule an alarm company meeting within 30-45 days from the execution of the contract to ensure knowledge and compliance with the City of Auburn False Alarm Ordinance and to begin the process of collecting alarm system information for permit registrations. We are also available to meet with Alarm Industry Representatives as needed during the course of the program. 4.4.9 Public Training Program The Contractor is required to establish a training program for the public—alarm owners with materials at no cost to the City of Auburn. We will establish an online training program for the public-alarm owners with printable material at no cost to the City of Auburn.Alarm owners without access to a computer can have material faxed or mailed to them as needed. PSC will also consult with the City on any other broader based informational programs that the City may wish to undertake. 4.4.10 Valley Corn Staff Training The Contractor will provide formal training to Valley Corn staff within 30-60 days from the execution of a contract. PSC will provide formal training to Valley Corn staff within 30-60 days of contract execution on several topics including: 24 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach • Transfer of alarm information to and from CAD • Online access and search of the alarm database • Online access to and modification of alarm program reports including hyperlinking to supporting documents and information o Process for requesting special reports Over the course of alarm training sessions for 160 agencies we have developed extensive training curricula, materials and methods to facilitate the training of Valley Com and other authorized City staff. 4.4.11 Appeal Process The Contractor will assist the City of Auburn to establish an alarm appeal process that is user friendly to the public. PSC fully supports hearings and appeals for all of our alarm administration clients. At the beginning of the project, we will work closely with the City of Auburn to establish an alarm appeal process that is friendly to the public, and efficient to administer by the City and PSC. One approach we have established in many other cities is upon notification by a citizen or business to file an appeal, PSC can email or fax the appeal form to them. The forms and appeal instructions will also be available for direct download from the City of Auburn Alarm website which we will create and host. Once an appeal is filed, our system can quickly assemble pertinent information and reports to document all billing, revocation and other decisions. CryWolf program staff can forward this documentation to the City staff evaluating the appeal or this documentation can be directly accessed by City of Auburn staff from the alarm administrative website we will also establish. As shown below, the CryWolf" system includes a complete Hearing and Appeals module to apply the results of an appeal. This module is dedicated to tracking and accounting for the filing and adjudication of hearings and appeals, and allows for the reduction of fees, reassigning of alarm calls, and even the deletion of calls as required. All hearing results are tracked by registration and can be reviewed as needed.This module is designed to process a large volume of appeals as evidenced in Baltimore County, MD,where approximately 800 appeals are processed each month. ©2009 Public Safety Corporation 25 Section 4 Auburn, Washington Approach False Alarm Administration Services I iu :vli.•I_�_ _ _ ri.fY. 6zy ari..:•ru:.r. ....._ n.lrfl irr}rI �i+JR••Y4 ••rr•Sr. Y(Y iN. +1•.{mil 1 17� If:+ '!R/S, qtr tC ^I e1L'•'>P: •Jr. �Ir � ' l.Aa O tlpll•�• n•Y.1�•'•�wn I rrtF I�Ii,/ fr 7�1. / •t411tCSSr1]..y i..Cil I..Ly.V I�•M If.Y!].A] I!%J�•• u.•'aL••rr r�irf ll/•••rI IV /IM1'.sl1— 1 Inl] eDI +IS.rnI•a[hwr/+.• rb�••H • (_ I 1 UA Ili Cd afIA�IICir 4T��''-�'1Cfii • 1RItM.� ,JI Sample Appeal Screen Our system is designed to automatically generate a notice of the appeal results for mailing to the resident or business. CryWolf staff will mail these results. These notices will be tailored to Auburn's needs and can include special appeal categories defined by City of Auburn,such as weather. 4.4.12 Annual Evaluation The Contractor and the City of Auburn will conduct an annual evaluation and analysis of the effectiveness of the system performance to identify and implement system improvements as warranted. PSC will work closely with the City of Auburn to conduct an annual evaluation and analysis of the effectiveness of the system performance. Major benefits that we alone bring to the program are the experience, performance statistics and benchmarks collected from among our other 160 agency clients. This unique and unparalleled source of alarm reduction information will help us better identify and implement improvements in the program. 4.4.13 Educational Materials The Contractor will provide an educational materials and False Alarm Checklist for Alarm users to educate and further minimize false alarms. As part of our alarm educational services (see Section 4.3.6),we will provide educational materials and a False Alarm Checklist to assist alarm users in minimizing false alarms.This educational information will be available on the alarm community website and provided in selected mailings to alarm users.The information will be specifically tailored to the City of Auburn Ordinance requirements and common reasons for false alarms. 26 ©2009 Public Safety Corporation Auburn, Washington Section 4 False Alarm Administration Services Approach 4.4.14 Press Notification The Contractor shall work with the City of Auburn to promote the false Alarm Ordinance and efforts to reduce false alarms in the press. As described in Section 4.3.6, PSC staff will consult with the City of Auburn on approaches and content to inform the general public of the alarm ordinance provisions via broad-based,false alarm, public awareness program using major print(Newspapers) or electronic(TV, Radio,County Website)media. As part of this assistance,we are pleased to discuss what other communities we administer are doing to raise public awareness and provide sample press releases employed. 4.4.15 Alarm Company Communication The Contractor will be responsible to send all alarm companies registration forms and invoices for the collection of all fees and fines. CryWolf fully supports the registration of alarm systems through alarm companies,the billing of alarm system registrations to alarm companies, and the collection from alarm companies of required fees and fines.We have implemented this alarm company focused approach in multiple locations including Douglas County,CO; Hamilton,ON;Thunder Bay,ON and the City of Toronto,ON . An Alarm Company focused approach differs significantly from billing alarm users for registrations in that new and renewal invoices must often itemize multiple alarm system registrations,simultaneously account for alarm company receivables and alarm user permits,and allow alarm company billing adjustments based on added or deleted system permits. 4.4.16 Collection and Deposits The Contractor will be responsible for the collection and deposit of all applicable fines and fees into the City of Auburn's bank account and to provide a weekly report to the City of Auburn's Finance Department on all collections and deposits. PSC understands and will comply with this requirement as described in section 4.3.5. 4.4.17 City of Auburn Web Access The Contractor must operate a website where the City of Auburn c_an access the status of registrants including suspensions on a daily basis. PSC understands and will comply with this requirement as described in section 4.3.16. 4.4.18 Secure Login The Contractor shall provide secure logins for the secure database via internet to the City of Auburn. PSC understands and will comply with this requirement as described in section 4.3.16. ©2009 Public Safety Corporation 27 Section 4 Auburn,Washington Approach False Alarm Administration Services r 4.4.19 800 Number and Customer Service Support The Contractor will provide an 800 number and customer service support to citizens and businesses Monday through Friday, 8:00am to 5:00pm. excluding holidays and weekends. V PSC understands and will comply with this requirement as described in section 4.3 and in Section 3 Project Staff. We propose to extend the hours of live support from 6:OOam to S:OOpm, Monday through Y Friday. Y Q 4.5 Required Auburn Involvement to Support Alarm Administrative Services We propose to provide the City of Auburn with a complete, turn-key solution for administering the new false alarm ordinance. In our experience, we have found that cities and counties sometimes differ in the degree of involvement they wish to have in managing the administration services. We are prepared to c work with the City to ensure that their expected level of involvement is met. The following are Alarm Program responsibilities that the City of Auburn may choose to retain. We are; f of course, open to discussing other approaches to sharing these responsibilities with the City.The main City responsibilities might include: • Informing the general public of the new alarm ordinance provisions via a broad-based,false alarm, public awareness program using major print(Newspapers) or electronic(TV, Radio, City Website) media.We would be pleased to consult with the City on message content and/or on what other communities are doing to raise public awareness; • Overseeing program implementation and operations through a designated Program Manager. Specific duties can include: • Approving or obtaining City approval of policies, procedures and materials used by PSC in operating the Program, such as clarifications of Alarm Ordinance provisions, preferred responses to standard public telephone inquiries, and routine correspondence format and content; • Approving the content and format of a letter authorizing Alarm Businesses to provide their initial alarm user customer data electronically to the Program in MS Excel Spreadsheet format; • Monitoring program progress and performance, and establishing a process and procedure for doing this.This would include secure access over the Internet to Auburn False Alarm Processing data and reports,status meetings with PSC,generating management reports from the System, and keeping other City managers informed; and, • Working with PSC to resolve, on a timely basis, any program policy or procedural issue that adversely affects the Program,the Program's efficient and effective operation, or the City. o Administering the Hearing and Appeals process.This should include: o Confirming hearing dates for written appeals submitted by alarm users to CryWolf Alarm Processing staff; o Participating as the Program's representative in the hearings; and o Documenting hearing results and ensuring that the results are provided to CryWolf Processing staff to update the database. o Documenting false alarms, and deciding to suspend or revoke response, if necessary.This should include: 28 ©2009 Public Safety Corporation Auburn,Washington Section 4 False Alarm Administration Services Approach • Responding to alarm service calls, determining whether calls are false alarms, providing any on- scene communications of alarm related information to alarm users, and for documenting alarm related information within the Auburn CAD/911 system (s); • Extracting false alarm data from the CAD/911 System (s)and transferring this data electronically to the CryWolf operated Program daily in a format, e.g. Microsoft Excel,agreed upon by both the City and PSC; and, • Working with PSC to develop a process to ensure that alarm user registration suspensions and revocations receive adequate City oversight and approval prior to City action, e.g. do not respond status. 4.6 Project Implementation Plan and Schedule The following is an initial list of tasks to implement our proposed false alarm administration services. This list will be finalized,and a final schedule prepared following an initial Project Kickoff/Program Specification Meeting. As shown in the proposed Implementation Schedule on the next page,we believe that we can begin online (web-based) alarm system registration within 30 days of contract execution. Furthermore,we expect to be in substantially full operation within 60 days of project kickoff if the collection process is approved by the City quickly and initial alarm system data for import is available from the City and alarm companies in a timely manner. ©2009 Public Safety Corporation 29 C w 0 a) S.2 a E it .0 1E 0 CL 0 664m,,W gtonAliffthAdminikra n ery esli4fo!kiil4tl6fi t7 0 Ja 42 uwk 0.......11.............. .......4:... ........ ...... .C w < E and CU R4vl*w--nd a p p rov.C 1pl .....Ucnpign E I < RoAll,61h. pw F1.1.11 CAD/9'.i, ��. .,, ;, ,, cc n LL Implzmene Clla.n and W,b A,..pl. Im [W:pnJ.1.1 itma end 'C'fic" OuNn.T prpmm"dclro Siff#Tmiftins Tr rjim, �d!m AJJ.m?ar-n.r,.,�,a�,ty Co,,, FW.Al •,", ,d F,I-t k—,..,d NJ Deer on C l0 0 0 Auburn, Washington Section 4 False Alarm Administration Services Approach This ambitious schedule is one we have successfully met many times before, including in all of the Alarm Administration Service jurisdictions listed in Section 5—Past Performance/References. The major tasks are as follows: • Contract Development and Approval - Prepare and distribute draft contract documents - Review and approve final implementation plan • Interface,Correspondence and Process Specifications - Establish a dedicated Auburn toll-free telephone number and Alarm Program mailing address - Review citizen and business web access plan, i.e. registration, registration renewal/update, limited alarm company access - Review CAD/911, financial (new bank account, bank lockbox or City financial system) and City online report access interface specifications - Review and approve correspondence format, content and process to include: - Alarm Ordinance specifications - Registration form headers and footers - Letters/notices - Invoice headers and footers - Telephone assistance phone scripts - Program information - Establish hearing and appeal process steps • Implement Citizen and Business Web Functions(within 30 days of contract execution) - Implement and test online citizen and business registration/update web pages - Implement and test online City administrative website - Implement and test online Alarm Company website • Registration Implementation - Meet with and review the Alarm Ordinance and Program with Alarm Companies and other Alarm Industry Representatives (within 45 days of contract execution) - Convert existing/historical alarm and alarm company registration data - Establish database and configure alarm ordinance business rules • System Infrastructure and Interface Implementation - Install,configure and test CAD/911 alarm event and permit data interfaces - Install,tailor and test financial payment interfaces - Install and test City online data and report access interface • Program and County Staff Training Train CryWolf Program staff on Auburn forms, correspondence and processing procedures Train CryWolf Program staff in approved telephone"customer service"scripts Train Auburn Alarm Administrator and authorized Valley Corn personnel to access alarm data and reports online (within 30-60 days of contract execution) • False Alarm Notice and Billing Implementation - Print Registration Forms, and order stamps, window envelopes and paper - Test all major system components, including interfaces, production, collection and customer service systems (see proposed System Test Plan below) • Operation ©2009 Public Safety Corporation 31 Section 4 Auburn,Washington Approach False Alarm Administration Services - Add/update registration information (to be substantially complete within 180 days) - Process daily false alarm activations - Print/mail daily notices/invoices - Begin payment processing and management reporting - Update online Alarm Class, as needed (within 180 days of contract execution) System Test Plan PSC will work with City staff to develop a detailed testing plan based on the RFP requirements to ensure the successful implementation of the CryWolf° Program Administrative Services. PSC will perform testing as follows: a Process alarm information from a file extracted by Auburn CAD personnel from the City CAD/911 System (Valley Corn). PSC will supply the required file specifications. a Process false alarms using a sample alarm user database PSC also proposes to perform additional tests to ensure full system requirements are met: a Create required letter formats Enter all required location types o Enter alarm count, letter selection and charge matrix o Enter initial test alarm call information o Generate test letters and invoices a Review program progress and results with the Auburn Alarm Program administrator Back-up System/Disaster Recovery The proposed database for CryWolf is Microsoft SQL Server. We employ a large database management company, Dataprise Incorporated (www.data prise.com),to manage our servers, backup and recovery processes. Daily database backups are performed automatically and stored offsite on disaster recovery servers. Monthly backups are kept for at least two years. When project or corporate data is no longer need on a file server, it is archived and kept indefinitely. �,� 32 ©2009 Public Safety Corporation Auburn, Washington Section 5 False Alarm Administration Services Cost for Services 5 Cost for Services Public Safety Corporation (PSC) has a long and successful track record of helping cities and counties increase their service levels, reduce false alarms and increase revenue collections on a risk free, "self- funded" basis. The following sections describe our proposed fee structure to provide False Alarm Administration Services to the City of Auburn. 5.1 Proposed Costing Method The RFP mandates that proposing firms derive their fees from the alarm revenue received and that the City incur no additional fees. Pricing Method Based on our analysis of the potential Auburn False Alarm Program revenue and projected Program costs,we propose to be compensated monthly by receiving 25%of each month's collected alarm related revenue. 5.2 Mechanism for Revenue Collection and Transfer PSC proposes the following collection and payment transfer procedure which we have used successfully in multiple jurisdictions. All alarm fee and fine collections mailed to the Alarm Program will be directed to a dedicated commercial bank lockbox and deposited in a dedicated False Alarm Bank Account("Alarm Account")to be established at an Auburn approved Commercial Bank.Any online payments will also be directed to the False Alarm Bank Account. At the beginning of each month, PSC will reconcile all amounts deposited in the False Alarm Bank Account during the previous month and provide the City of Auburn with an invoice showing the fee calculation and supporting bank reconciliation. City and PSC revenue shares will be calculated after deducting only City authorized citizen and business refunds, any City authorized third-party collection charges, and City of Auburn designated-bank fees. Once the invoice is approved by the City,the bank would be authorized to issue transfers,e.g. ACH transfers, to Auburn and to PSC for the approved revenue share amounts. ©2009 Public Safety Corporation 5-1 Section 5 Auburn,Texas Cost for Services False Alarm Administration Services This page is intentionally left blank. 5-2 ©2009 Public Safety Corporation LESUE BARRY GREENBERG, CORPORATE OVERSIGHT Career Relevant Experience Chief Executive Officer, AOT Public Safety Corporation 2000-Present • Developed and implemented project management efforts that resulted in leading false alarm billing system for Municipal and County governments. • Presented numerous articles and interviews on false alarm management approaches and results. Developed and Implemented efforts that produced leader in vehicle emergency response software technology for law enforccrnent, fire, and other first responders. Principal-Managomment Services, NCBSi 1999-2000 o Assisted companies in developing and implementing o-Commerce strategies. A Developed a College-based Center for Entrepreneurship aimed at helping to start and grow technology-related ventures. 9 Assisted organizations with external partnerships, internal operations and technology applications. PresidentlChief Executive Officer, Nationwide Computer Buying Services, Inc. 9991-1999 o Founded and developed several businesses in wholesale and retail sales of various computer technologies and services to a variety of private and public sector customers. Created and implemented numerous marketing and sales programs involving outbound sales, trade shows, warehouse, and e-commerce(Internet) channels. Negotiated and managed purchasing contracts with numerous computer manufacturers, distributors, and after-market product liquidation companies. PresldentlChlef Executive Officer Advanced Office Systems, Inc. 1901•-1991 Co-fcundod and managed all major areas of company in the business of financial system sales, consulting, installation, and maintenance services with 2,000 active customers and 150 employees. o Identified, negotiated, and implemented division and subsidiary acquisitions. Designed and managed the implementation of financial, management, and reporting systems. Senior Managor, Touche Ross& Co. -"Big 8"Public Accounting I-lrrn 1074--1901 • Sold, managed, and performed a large variety of private and public, sector financial and operational consulting engagements. • Managed up to 40 consultants on national and international projects. Major practice areas included financial and strategic planning, operations reviews, and systems implementation. Training, Education, Degrees, Certificates M,B.A., Wharton School of Finance, University of Pennsylvania, 1971 B.S Electrical Engineering, University of Cincinnati, 1969 EDWARD LAWRENCE CHICCA PROJECT AND TECHNICAL MANAGER Career Relevant Experience Tochnicaf Director and Lead Programmer, Public safety Corporation 2000— Prosont • Led the design and development of the CryWolfo'system, which was created specifically to assist local jurisdictions in their efforts to track false alarm incidents. The design and development process for CryWolfo extended over a 3-year period and resulted in the completion, initial testing, and implementation of the CryWolro program at its first client site in February of 2000. The CryWolfo program has now been selected by over 100 jurisdictions across the United States and Canada including Chandler, AZ; Fairfax County, VA; Baltimore County and City, MD; Albuquerque, NM; Frederick County, MD; Greater Sudbury, ON; Greenville County and City, SO; Hamilton Police Service, ON; Indian River, FL; Toronto, ON; Lewisville, TX, Roswell, NM; Glendora, CA, Temple, TX, and Windsor; ON. • Designed, developed and implemented online, web-based Crywolfe applications and interfaces for such functions as alarm registration, permit renewal, invoice payment, customer account history access, alarm school, alarm company access, alarm program staff access and software updating. Managed the Implementation of these online functions for various clients including Charlotte-Mecklenburg NO and Cape Coral FL. Senior Programmer/Analyst, Applied Ordnance Technology 9998-2002 Designed and developed Internot-based applications for the US Navy related to the creation of a Virtual Fleet Support(VFS)system. Work included the development of multiple VFS modules using 11S,Active Server Pages, server-side VBScript, stored procedures, and client-side JavaScript routines accessing multiple SOL Server databases. The VFS program is currently in active use by the Navy. Manager Client SeiverApplications, OAO Corporation 1995- 1998 • Managed a workforce of five programmers designing and creating Client Server systems for Prince George's County Government, as well as maintaining various stand-alone and networked programs PC programs written in Java, Visual Basic, C, 1-II-LAPI, Clipper and dBase. This involved the system analysis, design, and development of functional system specifications and the creation, testing and distribution of programs. • Led designing and testing technologies considered in the County • Other work included the development of custom Geographic, Information System using 16 and 32-bit COX technologies; designing, installing, implementing and testing an Intranet systern for the County; development work in,Java entry screens for proposed applications running on the Intranet, as well as the creation of various I-ITML home pages. • Additional work included exposure to CGI programming in Pert 5, VBScript and ActiveX technologies. Programmer Analyst, MAXIMA Corporation 1994-- 1995 Established service and system performance requirements for the Prince George's County Government's Novell network. This involved designing and developing PC-based programs and creating networked Windows programs in Visual Basic. d Other responsibilities included the maintaining of various networked and stand-along computer systems for the County written in C, Clipper, HLLAPI, Pascal, dBase, and Visual Basic. Commander, Informatlon Systems, Prince George's County, MD, Pollce Department 1972- 1994 a Directed all activities involved with the concepWalization and development of mainframe and PC based programs. m Generated and implemented new approaches and methodologies to existing programs and created functional specifications for departmental mainframe applications. o Other responsibilities Involved achieving short-term and long-term goals for computer automation, meeting budget constraints, selecting and retaining a quality staff of over 35 persons, and overseeing the design,coding, and maintenance of several key PC programs in Clipper, C, I-ILLAPI, Pascal and Visual I3asic. e Developed regression models for crime trends, which related to projected population growth statistics throughout Prince George's County. o Designed and implemented a software program that created and produced work-shift schedules for Officers. Other responsibilities Involved researching criminal activities within the County and providing statistical information [hat was used by the County Executive, and other County officials to support policy changes. Developed functional specifications for mainframe and PC programs and designed and implemented PC applications in Pascal, Clipper and C Coordinated all related activities between the Police Department and the County Government's contracted facility's management vendor. Proposed Duties and Responsibilities Under This RFP Project Manager and Technical Director Relationship With Firrn Bidding on RFP Senior Manager;Full-time Training, Education, Degrees, Certificates M.S., Management Information Systems(MIS), University of Maryland, 1987 B.S., Computer Science, University of Maryland, 1992 B.S., Business Management, University of Maryland, 1981 VIRGINIA K. SHANNON, TECHNICAL SUPPORT AND TRAINING Career Relevant Experience Technical Program Support, Aar public Safety Corpot-atlon 2000—present • Installed CiyWol +, a false alarm tracking program, in various cities in the United Stales including, Madera, CA, Southfield, MI; Albany, Georgia; Cincinnati, OH; Durham, ON; City of Greenville, Greenville County, Travelers Rest, and Simpsonville, SC; Riverside, CA, Madera, CA; and Howard County, MD. Trained personnel using the system, in addition to the conversion of previous data for these jurisdictions. System Programmer, AOTApplled Ordnance Technology 1992-2009 Developed Internet-based Virtual Fleet Support(VSF) modules for the United Slates Navy; specifically the Supply System Module for CAD/PAD, IAT/Ballistics, DDA, Production, and Registration modules or processes. All VFS programming work included modules using IIS, Active Server Pages(ASP), sever-side VBScript, client-side'JavaScript routines and store procedure. The VFS program is still being used by the Navy • Developed an inquiry system in Visual Basic, which documents information pertaining to the results and time expended on inquiries received by employees. • Developed a weekly report program to document the details for charge numbers used on electronic timesheets. She was involved in the conversion of these programs to web based applications using Visual Studio.Net, in compliance with NMCL Past OESO support includes the following: development of a database (using Microsoft Access) for the Navy to organize information pertaining to closed, transferred, transferring, inactive and active ranges; importing of data returned from Navy Installations into a single database; manipulating data received to develop reports needed by customer • Supervised the data entry personnel inputting data from Word copies of surveys • Supported CNO inquiries • Developed a CD for distribution to major claimants with their activities'data • Maintained the existing SOL Server and security as a Data Administrator. • Developed a paper process to maintain a log of changes to software and hardware configuration and developed a web enabled system to replace the paper process. • Developed the original corporate experience database in Access. • Reprogrammed visual basic front-end programs for corporate experience and employee Information- centralizing data on corporate SOL Server. • Developed several internal management reports based on Costpoint data for use by program managers and management, • Developed a CDRL tracking database for Windows in Ornnis 7 • Developed Access program to monitor royalty payments for PSC programs. • Helped in the development of the company Intranet. Training, Education, Degrees, Certificates BA, Biology, Randolph-Macon Woman's College, 1968 SQL Server 2005 Database Administration Course(2006) Programming Courses including Visual Basic.Net, Visual Basic 6, System Administration for Sal- Server 7.0, DI-ITML & Javascript, '17ansacf-SOL, Mastering Website Application Development 1 Using VI 6.0, XML: Extensible Markup Language. Courses varied from 2 through 6 days in length, 1998 through 2003. I-earning 1-roe, Oracle 7: A Comprehensive Hands-On Introduction; SOL Server 7 Database Administration; 1996 and 2001 College of Southern Maryland, TOPS courses: Using Oracle 7 PLBOL;Windows 93; and Access for Design and Development, '1997 through 1999. College of Southern Maryland, Credited: Seven courses in data processing and one in accounting for self-improvement. Duration: Semester Courses, 1982 through 1992, SUSAN M. LANTZ, CPA Director of finance Career Relevant Experience Director of finance, Public Safety Corporation 2008 —Present • Manage corporate finances • Manage outsourced CryWolf operations. President, Susan M Lantz, CPA 2006-Present • Perform controller services for clients including corporations, non-profits and local governments • Prepare compiled financial statements for medium and small businesses • Prepare federal and state tax returns for Corporations, Partnerships,Non-Profits and Individuals • Prepare client payroll and filings • Manage business operations Manager, HeimLantz Business & Tax Services, Inc 1992—2006 • Manage audits of Corporations,Non-Profits and Local Governments • Prepare compiled financial statements for medium and small businesses • Prepare valuations of businesses for mergers, shareholder disputes, divorces and estate planning and tax returns • Prepare federal and state tax returns for Corporations, Partnerships, Non-Profits and Individuals • Supervise Office Manager and Staff Accountants • Prepare monthly client billings and manage accounts receivable Controller,Land & Commercial, Inc 1993 — 1999 • Manage business operations • Manage rental properties Accounting Clerk, Collier Shannon Rill & Scott 1992- 1993 • Time and billing clerk • Provide timekeeper training • Manage petty cash MARGARET ANN ALLEN OPERATIONS SUPERVISOR Career Relevant Experience Operations Supervisor, Pubtle Safety Corporation 2006—Present • Wrote and maintained standard operating procedures for each outsourcejurisdiction. • Developed and maintain training materials and manuals for use in house and for clients using software. • Created and distributed client newsletter and internal newsletter, • Recruited,hired,trained and supervised 10 employees in outsource services handling more than eight false alarm reduction programs. l'uhlic Information Assistant, Charles County Sheriff's Office 2004-2006 • Wrote and sent daily incident reports and major incident press releases to media contacts. • Created and distributed the agency's monthly newsletter. • Photographed all major events. Formatted and edited all photographs. • Received calls from citizens and media personnel. • Wrote and sent letters for the Public Information Officer,Captain and Sheriff. • Assisted in compiling information for the agency's annual report. Station Clerk 1, Charles County Sheriffs Office 2001-2004 • Answered imdti line non-emergency telephone,obtained and input critical information in to the Computer Aided Dispatch System. • Retrieved and forwarded warrants and criminal summons to appropriate officers and briefed oncoming shifts, • Processed clerical paperwork. Training,Education,Degrees,Certificates B.S. Business Administration,University of Maryland,University College,2005 SARAHANN COHEY- LEAD SUPPORT SERVICES Public Safety Corporation,Lead Support Services August 2007-Present • Provided customer service and responded to customer inquires • Edited and maintained twenty standard operating procedures manuals • Generated numerous daily data/financial reports • Answered calls from various locations within the US and Canada • Supervise seven individuals • Perform intricate data entry • Generate,review,&prepared correspondence • Trained individuals on company procedures and regulations CTR investments and consulting-Agent/Distributor Jar 2007-Aug-2007 • Responsible for balance sheet profit,loss&cash flow accounts • Assemble spreadsheets&reports • Resolve client problems and respond to inquiries quickly&effectively. • Distributed government subsidy to 35-300 clients • Gained strong customer service and communication skills • Confidential Security Clearance DC National Guard Youth Challenge Academy December 2006-May 2007 • Trained&Supervised 23 students of a quasi military structured Academy. • Mentored &intervened to reclaim the lives of at risk youth to produce program graduates with the values,skills,education&self discipline necessary to succeed as adults Patuxent River Naval Air Base Lifeguard/WSI May 2003-Oct 2006 • Saved lives&Prevented life threatening situations • Professionally and Responsibly operate facility • In-Service Training • Maintain and Understand reports and records Training,Education Embry Riddle Aeronautical University, Technical Management,2006-present Trinity University,A.A.Degree,General Education Studies,2004-2006 /CITY OF AUBUR61A Nancy Backus, Mayor N WASHINGTON 25 West Main Street* Auburn WA 98001 4998 * wwwauburnwa.gov * 253-931-3000 February 5, 2015 Public Safety Corporation Via email and certified U.S. Mail Attn. Contract Administration 103 Paul Mellon Court • Waldorf, MD 20602 Re: Renewal of False Alarm Contract with City of Auburn, WA - contract 04072014 Dear Ms. Williams: On behalf of Assistant Chief William Pierson of the City of Auburn Police Department, I write to renew the City of Auburn(the "City")'s agreement with Public Safety Corporation under the above-referenced contract for false alarm billing and tracking services (the "Contract"). Specifically, this will confirm that the City is exercising its right to extend this Contract for the period of one (1) additional year, to begin on the Contract's current expiration date of April 6, 2015. Please confirm your receipt of this renewal notice. The City is pleased to continue its working relationship with Public Safety Corporation and I thank you for your attention to this matter. Sincerely yours, Neil R. Wachter Assistant City Attorney } AUBURN MORE THAN IOU IMAGINED PUBLIC SAFETY RECEIVED CORPORATION FEB 12 2015 CITY OF AUBURN February 6, 2015 LEGAL EPARTg9ENT City of Auburn 25 West Main Street Auburn, WA 98001-4998 RE: Renewal of False Alarm Contract with City of Auburn, WA - contract 04072014 Dear Mr. Wachter: Public Safety Corporation confirms receipt and acknowledges the City's desire to extend the false alarm billing and tracking services contract 04072014 for one additional year starting on April 6, 2015 and ending on April 5, 2016. We appreciate the opportunity to continue our working relationship with the City. Since y/ George R. Wilson Chief Operating Officer CKYVVOLF° MEDALLION' 103 Paul Mellon Court I Waldorf, MD I Tel: 240.607.1400 I Fax: 301.638.9319 I Toll-free: 877.729.9653 www.publicsafetycorp.com i. (p g$ENDEB53C0 PL ETHS Cit + ;67iimainis CTO!NON LIVERY! ` I F`.?cti ar-„1/4-. teiwTsse 0hus!e ..,*:^� ." .* .`.-tu nyksN img.ffor wittrwitmottr �X ,i (tip-dowiplefe Items 1,'2,and 3.aAlso complete A Signatyre r r3{item 4 if Restricted Delivery is dewed. X �� ❑Agent ltrint your name and address on the reverse / i T v\� 0 Addressee 4 so that we can return the card to you. B. Received by(Printed Name) C. Date of Delivery '® Attach this card to the back of the mailpiece, 3// or on the front if space permits. D. Is3deIlivery address s different fr'M id? ❑Yes • 1. Article Addressed to: If,Y. S,enter delivery address below: \0 No sloe magi Public Safety Corporation T 83y Attn. Contract Administration ?,; 103 Paul Mellon Court a, SekICdType -, \`v ��kPC,ertified Mail altI Waldorf, MD 20602 :,❑Registered 0 Return Receipt for Merchandise __-- --_-.--. -- -- - = ''0Insured Mail 0C.O.D. 4. Restricted Delivery?(Extra Fee) 0 Yes II 2. Article Number (rransfer from service label) 7009 3410 0002 0190 5962 PS Form 3811, February 2004 : Domestic Return Receipt 102595-02.M.1540 , ; 1 '!:TED STATES PO TN c First-Class Mail . illml. !'"!i!illlilill'ilL'i I'I 11 f11 Pitl',sir Pjostage&Fees Paid 1 USPS Permit No.G-10 • Sender: Please print your name, address, and ZIP+4 in this box • CITY AUBURN ...t ��� • CITY ATTORNEY'S OFFICER 6( + �! . 25 WEST MAIN STREET I AUBURN, WA 98001 rE8II72013 ATTN: MEGAN STOCKDAttEI j 1po f -"L DF .44JRA9 A N ' I II 1 ! Ili II ) ' il I III I I ! . 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