HomeMy WebLinkAboutC2011-049 - 2/8/2011 - ApprovedINTERLOCAL AGREEMENT
BETWEEN THE CITY OF CONROE AND CITY OF CORPUS CHRISTI
THE STATE OF TEXAS §
COUNTY OF NUECES §
This Agreement made this the day of J e k u"W� , 2011, is by and between
the CITY OF C ONROE, a Texas home -rule municipal corpora ' n ( "Conroe ") and the CITY
OF CORPUS CHRISTI, a Texas home -rule municipal corporation ( "Corpus Christi").
WITNESSETH
Pursuant to the authority granted by the Texas Interlocal Cooperation Act (TE GOVT CODE
ANN. §791.001 et seq.) providing for the cooperation between local governments, the parties
hereto, in consideration of the premises and mutual promises contained herein, agree to as
follows:
I.
Corpus Christi hereby designates its Assistant Director of Financial Services to act under the
direction of and on behalf of Corpus Christi in coordinating the procurement of a False Alarm
Management Program pursuant to Conroe's Services Agreement dated July 9, 2009 ("Services
Agreement ") with PMAM Corporation ( "Contractor ") under Conroe's Request for Proposal
dated April 2009, titled False Alarm Management Proposal (attached and incorporated herein as
Exhibit "A "), which was let in accordance with Chapter 252 of the Texas Local Government
Code and all other applicable laws, and comprised of the following Exhibits, attached and
incorporated herein for all intents and purposes:
(1) Request for Proposal dated April 2009 ...... .......................(Exhibit "A ")
(2) Response to Request for Proposal dated May 11, 2009...... _ .. (Exhibit "B ")
(3) City of Conroe Services Agreement for Alarm Management dated July 9,
2009 .......................... ............................... . ........... (Exhibit "C")
(4) Contractor's commitment dated September 24, 2010 to allow Corpus
Christi third -party status (to be treated the same as Conroe, under all terms
and conditions as set forth in the Services Agreement)
................... . .......................... .............. .............. (Exhibit "D")
II.
By execution of this Agreement, Corpus Christi agrees to compensate Contractor according to
the revenue sharing model set forth in the Services Agreement.
Neither Conroe nor Corpus Christi shall assume any responsibility or liability to pay
Contractor for services provided for the benefit of the other party. For any services provided that
are not suhiect to the revenue sharing model, Corpus Christi's payment for the Contractor's
2011- 049from current, available revenues. In obtaining the services of the
Res.028940iroe, Corpus Christi has relied solely on its own inspections,
02/08/11
City of Conroe, TX Page W bE'XED
investigations, and due diligence regarding the services to be provided, and Corpus Christi
acknowledges that Conroe has made no representations or warranties expressed or implied with
respect to the services to be provided.
it
This Agreement shall take effect upon execution by both signatories, and shall serve as each
party's commitment pertaining to purchases of the services referenced in Article I hereof This
Agreement has been authorized by the governing bodies of the parties hereto.
IV.
This Agreement shall be in effect from and after the day of 2011, the date
of execution by Corpus Christi.
CITY OF CORPUS CHRISTI
C I T Y OF C O N R O E
E
by: by:
ANG L ESCOBAR Np
CITY MANAGER Tr
CONCUR:
by:
MICHAEL 13 ARRER
ASSISTANT DIRECTOR, FINANCIAL SERVICES
ATTEST:
by:
ARMANDO CHAPA, CITY S CRETARY
APPROVED AS TO FORM:
for the City Attorney
BRIAN NARY Z
ASSISTANT CITY ATTORNEY
9 N. aUj AUT 0 RiZW
aY COUNCIL - o
SECRETAItY .
CONCUR:
by: La_ "4� /J
WALLACE DO DD
PURCHASING AGENT
ATTEST:
RLA PORTER, &TYSECRETARY
AP OVED AS TO FO
for Ci Att n
b
MARCUS WINBERRY
CITY ATTORNEY
Page 2 of 2
Exhibit: A
REQUEST FOR PROPOSALS
CITY OF CONROE
FALSE ALARM MANAGEMENT
PROPOSAL
CITY OF CONROE
P.O. BOX 3066
CONROE, TEXAS 77305
RESPONSES DUE MAY 12, 2009
CITY OF CONROE PURCHASING DEPARTMENT
APRIL 2009
REQUEST FOR PROPOSAL (RFP)
FALSE ALARM MANAGEMENT PROPOSAL
INTRODUCTION
The City of Conroe is seeking proposals from qualified vendors with demonstrated experience in
providing a complete False Alarm Management Solution hereafter referred to (FAMS). The City
desires to engage in a five year multi -term contract, with a firm to provide, install and operate a
solution. The City reserves the right to extend this contract beyond the initial length for additional
terns.
If you are interested in your firm being considered for this project, please submit four (4) copies
of your proposal to:
City of Conroe Physical: City of Conroe
Maria Porter, City Secretary Maria Porter, City Secretary
P.Q. Box 3066 300 W. Davis St.
Conroe, TX. 77305 Conroe, TX. 77301
Due Date: On or before 2:00 p.m. on May 12, 2009
All proposals shall be in a sealed envelope clearly marked "False Alarm Management
Proposal ".
VESTIONS AND INQUIRIES
Any person with questions regarding this RFP should fax a written request for information 1
clarification to:
Sam Masiel, Utility Billing Manager
Office: 936 -522 -3170 Fax: 936 - 522 -3178
Answers will be provided to all Candidates receiving RFP's as a written addendum. Candidates
should not rely on any oral communication conceming this RFP 'and oral responses will have no
binding effect.
RESERVATIONS
The City, through its duly authorized offecials, reserves the right to reject any, part of, or all
proposals and to waive any formality pertaining to any proposal, without the imposition of any
form of liability. The Owner also reserves the right to award this proposal to the most qualified
proposer or to the proposer that offers the best value to the City taking into consideration the
evaluation criteria contained herein. The companies whose proposals are not accepted will be
notified after a binding agreement between the successful Candidate and the Owner is
executed, or upon the Owner's rejection of all proposals.
SCOPE OF SERVICES
The Contractor shall develop FAMS system interface to upload data from Conroe Police
Department's (CPD) CAD and GIS (Geographical Interface System). Systems as an integral part
of maintaining compliance with the alarm ordinance. The Contractor shall accurately convert all
pertinent data downloaded from the City's current primary alarm and accountslreceivabie
databases to populate the FAMS system. Effective interfaces shall ensure that all parties share
and benefit from the most current and accurate information and do not cause any disruption to
the City and CPD's operations.
Contractor is also responsible to process requests for appeals and prepare case files to be sent
to the Conroe Police Department Alarm Review Board /Appeals procedure.
Contractor shall provide appropriate supplies and services including but not limited to;
1. Single point of contact and daily citizen assistance
2. Maintain databases:
a. Alarm registrations
b. Registration Holder
c. Registration Holders with outstanding charges
d_ Non - Registration Holders with outstanding charges
e. Address verification database.
f. Provide real -time and tape transfer between FAMS and CPD CAD system.
3. The Contractor will perform the collection of payments in accordance with the
rates established by the alarm ordinance,
4. Contractor shall perform all the billing in accordance with the City's alarm ordinance, -
as may be amended from time to time by the City.
5. The system installed by the Contractor shall generate the following reports including
but not limited to:
a. New alarm registrations issued and fees collected
b. Annual registration renewals billed and fees collected
c. Registrations inactivated and reason for inactivation
d. Registrations reactivated and reason for reactivation
e. Number of false burglar alarms
f. Number of false burglar alarms billed and fees collected
g. Number of false robbery alarms
h. Number of false robbery alarms billed and fees collected
1. Number of reinstatement fees billed and fees collected
j. False burglary and/or robbery alarms for registration owners
k. False burglary and /or robbery alarms for non- registration owners
I. Suspension Report for registration holders after ten false burglary alarms, or
after five false robberies or other manually activated alarms, or after a
combination of ten false alarms of any type, at the same location within any 12-
month period.
The system shall be able to maintain the following critical dates:
a. Original registration issue date
b. Annual registration renewal date
c. Registration suspension date
d. Registration reinstatement date
e. Start date for new twelve -month period upon reinstatement of
registrations suspended for excessive alarms.
f. Date of each false alarm.
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7. The system shall have ability to identify:
a. Registration holder
b. Non - registration holder
8. The system shall have ability to capture the following information;
a. Registration number
b. Registration issue date
c. Registration expiration date
d, Registration type (commercial / residential)
e. Name of business or residential applicant / holder
f. Site;
1) Street address and zip code of property
2) Type of property (residential / commercial)
3) Telephone numbers
4) Contact persons (minimum of 2) and phone number(s)
5) Type of alarm system installed (burglary, panic, robbery)
g. Billing:
1) Name
2) full mailing address (includes zip code)
3) Contact person and phone numbers)
h. Registration Holder Responsible for Alarm;
1) Name
2) Complete mailing address
3) Phone numbers
i_ Name and telephone number of alarm monitoring company
j. Name and telephone number of company that installed the alarm system
k. Special Medical Concerns
1. Pet Information
9. The system shall have ability to perform address validation against CPD
CAD database.
10. The system shall have the ability to maintain an alarm company master
file, which includes:
a. Assigned code number
b. Name, address, and telephone number of business
c. Manager's name, and telephone number
11. The system shall have the ability to automatically generate a
registration number.
12. The system shall have the ability to maintain reasons for denial of
Issuance of registration, including:
a. Permit Application incomplete, misleading, and false
b. Applicant has unpaid charges owed to the City
c. Alarm system installed is unreliable
d. Applicant has unpaid alarm fees
13. Ability to generate renewal notices and second renewal notices automatically
within specified periods.
14. Ability to generate suspension notices based upon City Ordinance.
15. Ability to generate notice to alarm users without permits.
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16. Ability to generate notice to permit holders with one false robbery or other manually
activated alarm within a 12 -month period.
17. Ability to maintain historical information on registration issuance,
renewal, suspension and reinstatement on each property.
18. Ability to maintain current registrations status information.
19. Ability to maintain incident count (truelfalse alarms) information on each registration.
20. Ability to provide cross - reference capabilities between registration holder names
and properties.
21. Ability to perrorm search on permit holder and business name.
22. Ability to print registrations in batch or on -line_
23. Ability to archive inactive registrations.
24. Ability to maintain a table of incident criteria, i.e.:
a. Registration owner -telephone number
b. Non registration owner
c. Number of false alarms before 1 st suspension (registration owner only)
d. Number of false alarms for 2 " suspension (registration owner only)
25. Ability to interface with CPD CAD system as follows:
a. Transfer on line and/or via tape a skeleton version of entire registration
database from FAMS system to CAD including the following:
1) Registration number (or non - registration identifier)
2) Name
3) Location
4) Registration status
5) Expiration date
6) Last incident date and time
7) Alarm type
8) False alarm incident count
Transfer on line and /or via tape incident records from CAD to FAMS including:
1) Incident number
2) Priority
3) Call code
4) Disposition
5) Date
6) Time:
(a) received
(b) dispatched
(c) arrived
(d) cleared
7) Remarks
8) Site name and address
9) Reportee name, address, phone number
10) Dispatcher- employee number and terminal
11) Phone clerk - employee number and terminal
L —... _._ ...
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12) Cleared code and disposition (true /false)
13) Officer number
14) Unit(s) assigned
26. Ability to make adjustments/corrections on fees at the request of the Conroe Police
Department,
27. Ability to make adjustments/corrections on fees relating to accounting errors.
26. Ability to generate incidents manually for account.
29. Ability to issue notice to registration holders with excessive false alarms.
30. Ability to issue notice to non registration holders with false alarms.
31. Ability to archive historical data.
32. Ability to acceptlestablish temporary account numbers for non registration holders
who have incurred false alarm charges.
33. Ability to transfer a temporary account number charges to a permanent account
(registration) number.
34. Ability to maintain an active/inactive flag. This ability will prevent a renewal notice
being generated on registrations, which have been revoked.
35. Ability to reference an account number to a primary account number for billing
purposes (i.e., businesses with multiple locations and central billing site).
36. Ability to maintain a table of fees in accordance with the City Alarm Ordinance.
37. Ability to generate renewal notices and second notices for active registrations.
38. Ability to determine false alarm charges based on the City Alarm Ordinance.
39. Collection requirements and provisions. Contractor will design, implement and
Maintain a system to serve as the billing and collections agent and accounts receivable
(AIR) manager for the City of Conroe false alarm program. The Contractor will provide all
hardware, software, materials, supplies, space, and staff resources as required. The system
will meet the following collection specifications:
a. Bill format will provide stub or appropriate remittance form to
accompany payment
b. Bill format, registration forms, envelopes, related correspondence
will identify to the customer a Contractor staffed and maintained office to
answer questions about bills and related false alarm system information
c. Bill content and other correspondence will provide instructions directing the
customer to call a Contractor maintained and staffed phone number to answer
questions about billing, bill status, and other false alarm system matters. Questions
concerning the validity of any response or action taken by an employee(s) of CPD
regarding a specified alarm call will be directed to a representative of the police .
department
d. All bill, correspondence and related matters will be approved by Project Manager..
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e. Contractor will provide system for three bills to be sent 30, 60 and 90 days respectively.
f. Bills will be due in time lines specified in the Ordinance and or rules and regulations as
appropriate.
g. Record of bill will be retained by Contractor to apply to Account
Receivable system (AIR) to be maintained by Contractor.
h. Contractor will develop an AIR file, which the City will have access to review at
any time.
L System will provide the ability for the City to print a bill for customers wanting to
make payment at the walk in cashier location(s) of the City and to provide on -line
information to the Contractor regarding such payments so that Contractor can
maintain AIR file,
j. Contractor will provide the ability for customer to pay on -line, by phone, mail
and walk-in cashier.
k. Payments made by mail will be directed to a local address maintained and
managed by the Contractor.
I. Contractor system will track bad check occurrences and occurrences where
customer stop payments have been ordered
m. Contractor will provide system for billing the customer for the appropriate bad
check fee charges and charges for stop payment situations.
n. The billing and AIR system will be integrated with the appeals hearing
functions to be developed by the Contractor in order to provide for integration of
abatements, appeals hearing results and other appeals process adjustment to
the AIR system.
o. Within thirty (30) days of termination, or at the end of the contract period, the
Contractor must turn over to the City all records, files, database and related
project information and materials.
40. Ability to generate billing for alarm charges which includes the following
information:
a. Summary information:
1) Previous / past due amounts
2) New charges
3) Payments
4) Adjustments
5) New balance due.
b. Detail information
1) Type of incident
2) Date
3) Time received
4) Reason /description
5) Charge if applicable63
41. Ability to show all incidents and their associated charges during the
current billing period.
42. Ability to provide itemized balance forward capabilities on billings.
43. Ability to waive fees and make appropriate adjustments as specified in numbers 25
and 26 of this section.
44. Ability to input miscellaneous charges on an account receivable system (i.e.,
returned check charges).
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45. Ability to generate the following reports:
a. Listing of renewal fees not received within "XX" days of
reinstatement of revoked registration
b. Exception listing of registrations/non- registrations, which has
exceeded established limitations.
c. Listing of registrations by
1) Alarm company
2) Registration number
3) Site address
4) Business / Owner name
5) Police Sector
d. Listing of registration counts in all categories
e. listing of outstanding charges
f. Monthly Alarm company roster
g. An incident exception report generated during daily incident
update process from CAD
h. Daily activity reports including
1) New registrations
2) Renewal notices
3) Second notices
4) Account billings
5) Incidents processed
L Monthly summary activity reports of the same processes
stated in item "h"
46. Ability to provide reports in both alpha and registration /account number order.
PROCESSING
The Contractor shall supply hardware and software and services necessary to establish
and provide the False Alarm Reduction program service. The computer system shall
produce various notices including violations (finable and non - finable), and maintain
appropriate data required under this solicitation.
Contractor personnel shall perform all work under this contract solicitation and supply
appropriate supplies and services, including but not limited to:
1. Hardware/software to maintain all data in reference to this solicitation.
2. Supply personnel: to perform all pertinent duties under this solicitation.
3. The selected Contractor shall coordinate with and supply to the City all
necessary equipment, materials, personnel and services.
CONTRACTOR'S OBLIGATION
In addition to the above, the contractor shall:
1. Maintain the proposed equipment, hardware, and software, and provide
spare parts, documentation, and support services for the equipment installed,
including the timely incorporation of all engineering changes.
2. Ensure that all components of the system, which might be capable of corruption by
virus, are virus -free and that industry proven protection mechanisms are provided..
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3, Supply the City with an interface document describing the type, size, location, and
medium of transfer from Conroe Department Computer Aided Dispatch System
(CAD)
4. Defer to the Conroe Police Department regarding the waiver of any false alarm fee
incurred where there is question about the validity of any response or action taken by
an employee(s) of CPD regarding a specified alarm call.
5. Send letter of violation of City ordinance to alarm users without permits. Alarm
permits and educational material (specified by CPD) will be sent with the letter,
6. Send letter to permit holders with one false robbery or other manually activated alarm
within a 12 month period - stating they will be charged for same type of activation if it
occurs within the same 12 month period.
7. in addition, the selected Contractor shall keep records as listed below.
a. Total violations per location by hour of day, day of week, week of
month, month of year, or year
b. Total payments received by day of week, week of month, month of year, or
year
c. Total number and dollar amount of delinquent offenders
d. List of delinquent offenders
e. Statistical report of billing and collection by fee type
f. Statistical report of billing and collections by service number
g. Statistical report of violation activity by service number and
disposition
h. Statistical report of revenue collected or billed: by type (fine, late fee).
I. List of outstanding fees owed (not delinquent)
j. Total collections by payment date and incident or registration
number.
k. Number and list pursuing appeals process through Alarm Review
Board /Appeals process at CPD
I. Disposition of all court action (by number and list)
m. Number and list for payments from first notice, second notice, and
third notice
n. Number and list for non finable violations by exception code
o. Number and list for violations not processed within required 14-day
period
All reports shall be produced based on the entry of variable parameters. Threshold
fields shall allow a specific date range or other criteria. All report searches shall allow for
multiple parameters.
8. The Contractor shall provide all hardware and software required for Contractor
personnel.
9. Data entry validation;
a. Ability to alert operator of missing data or blank mandatory fields before
leaving the violation processes screen
b. Ability to alert operator of potentially duplicated data entry
c. Ability to print a scanable, optical character data bar on the remittance section
of violation notices
1) Font size, style and characteristics must meet speck City standards
2) Printed data bar placement must meet specific City standards (e.g., 1/3
inch from bottom of remittance advice section of violation notice)
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Contact Tracking: The software shall allow personnel to record information
obtained as the result of telephone calls or other communication, regarding a
violation, registration status or informational change made to registration. This
information shall be attached to the violation andlor registration data as a
contact history. This attached file shall record relevant data and include:
1) Date and time of contact
2) Contact's (caller) name
3) Brief comments
TRAINING
1. The Contractor shall provide training for Conroe City and Police Department
employees. Training shall be conducted in several sessions on an as needed basis.
2. The Contractor shall provide all appropriate training equipment, supplies, and
records over the life of the contract.
3. When addressing training, Contractors should:
a. Describe the requisite skills and knowledge needed to operate and manage
the systems proposed
b. Provide essential documentation, including:
1) Operating instructions and procedures
2) Application "help" material
3) Application tutorial material
4) Application reference guides (for users)
6) Problem resolution guides
6) Lesson plans
7) Course objectives
SYSTEM COORDINATION
1. The Contractor shall coordinate with the City's f=inance Department, Information
Technology and the Police Department to develop a system that will allow walk -in
payments under the contract.
2. The Contractor shall provide during the life of the contract on -going computer
hardware, software support and maintenance to ensure uninterrupted operation.
3. The Contractor shall supply the City with an interface document describing daily
transfer of data from the CPD CAD system and the one -time conversion of the
primary alarm database to the Contractor's database.
4. The Contractor under this solicitation shall establish and provide public education,
awareness and information regarding the City False Alarm Reduction Program as
specified and directed by the City of Conroe and/or Police Department.
PRICING AND RECEIPT OF COLLECTIONS
This is a revenue sharing contract, The contractor shall retain XX% (XX percent) of all
collections and remit the XX% (XX percent) balance to the City for the total of the
actual revenues generated and collected for the City during the life of this contract
including all adjustments for:
a. Alarm registration and renewal fees;
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b. False alarms violation fee above a mandated limit;
c. Reinstatement fees;
d. Late fee for false alarms, initial registration and renewal fees;
Other charges imposed by the City in relation to False Alarm Reduction Program
except for criminal penalties.
The contractor shall provide and pay for all facilities, products, labor, materials,
maintenance, tools, delivery, transportation, and other facilities and services necessary
to implement the FAMS system and perform the work required under this contract. The
City will not accept any charges from the Contractor toward the provisions or operation
of this service except the revenue sharing portion proposed by the Contractor.
The Contractor shall continuously upgrade all the equipment to insure that the City will
have state of the art system, which shall encumber new available technology at'no
additional cost to the City.
COMMUNICATION
The City of Conroe shall not be responsible for any verbal communication between any
representative of the City and any potential firm. All modifications to this solicitation must be
made in writing. A proposer's failure to examine relevant documents or specifications will not
relieve offeror from any obligation with regard to their response to this invitation.
CONDITIONS OF CONDUCT
At all times any agent, officer, or employee of Proposer shall be present upon property owned
by the City of Conroe, the terms and conditions of the Drug and Alcohol Policy currently adopted
by the City of Conroe, shall be deemed applicable to such persons. Violations of terms and
conditions while present on the premises owned by the City of Conroe shall be grounds for
termination of any contract between the City and Proposer. A copy of this policy is available for
public inspection in the office of the City Secretary and copies may be obtained at a nominal
charge.
ETHICAL STANDARD
No City official or employee shall have interest in any contract resulting from this "RFP ".
Individuals with a possible conflict will enact a public disclosure record by completing a
"Statement of Financial Interest" form.
There is no expressed or implied obligation for the City of Conroe to reimburse responding firms
for any expenses incurred in preparing proposals in response to this request and the City will
not reimburse responding firms for these expenses, nor will the City pay any subsequent costs
associated with the provision of any additional information or presentation, or to procure a
contract for these services.
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DEFAULT
The City reserves the right to terminate the contract immediately for failure to meet delivery or
completion schedules, or otherwise perform in accordance with the requirements of this
proposal.
SELECTION PROCESS
As required under Local Government Code 271.113 the Owner upon appropriate evaluation of
all submitted proposals will rank up to three Candidates that it considers to be the most qualified
to provide alarm managment solutions to the City of Conroe.
The City will select the proposal that offers the best combination of equipment offered and best
value for the City based upon the selection criteria below.
a) Demonstrated knowledge, operating experience and expertise.
20 Pts.
b) Location of primary and secondary places of business.
20 Pts.
c) Total number of governmental entities under contract.
20 Pts.
d) Proposed collection fee percentage.
15 Pts.
e) References of current customers under contract.
15 Pts.
f) Industry reputation and years in business.
10 Pts.
If negotiations with the most qualified proposer are unsuccessful for any reason, the City will
terminate negotiations formally and in writing with such firm and proceed in order to negotiate
with the next most qualified firm until an agreement is reached.
Proposals will be assessed against evaluation criteria and a decision made by the Evaluation
Committee. Notification of proposal acceptance will be written formal confirmation followed by a
purchase order.
INDEMNIFICATION.
The Proposer shall, defend, indemnify, and hold harmless the City of Conroe, their officers, and
agents from and against any and all claims, demands, causes of action, orders, decrees, or
judgments for injury, death, damage to person or property, loss, damage, or liability of any kind
(including without limitation liability under any federal, state, or local environmental law,
Compensation and Liability Act; fees and costs (including all costs or settlements and
reasonable attorney's fees incurred in defending any claim, demand, or cause of action)
occasioned by, growing out of, or arising from (a) the performance of any product or service to
be supplied by the Proposer, or (b) by any act, error or omission on the part of the Proposer, its
agents, employees, or subcontractors, and or (c) any failure to fully comply with all applicable
laws and regulations by the Proposer, its agents, employees, or subcontractors.
INSURANCE REQUIREMENTS
The Proposer shall procure and maintain, at its expense, during the term of this proposal, at
least the following insurance, covering work performed.
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COVERAGE LIMITS
A. Worker's Compensation
B. Employer's Liability
C. Public Liability (Bodily injury)
D. Public Liability (Property damage)
E. Automobile Liability (Bodily injury)
F. Automobile Liability (Property damage)
-As required by Texas Law
- $ 500,000 each occurrence
- $1,000,000 combined single limit
- $1,000,000 combined single limit
- $ 200,000 each person
$ 50,000 each occurrence
The Proposer agrees to furnish insurance certificates, showing the Proposer's compliance
with this section.
INDEPENDENT CONTRACTOR RELATIONSHIP
The Proposer is and shall perform these services as an independent contractor, and as such,
shall have and maintain complete control over all of its employees, agents, and operations.
Neither the Proposer nor anyone employed by it shall be, represent, act, purport to act or be
deemed to be the agent, representative, employee or servant of the City of Conroe.
The Proposer selected by this Request for Proposal will be working as an independent
contractor and will be required to take out and keep in force all permits, licenses, certifications,
other approvals, and or insurance that may be required by the City of Conroe, any local or
regional governmental agency, the State of Texas, or the federal government. Failure to comply
with any of these items would be grounds for immediate cancellation of the contract.
CONDITIONS OF WORK
Proposers are expected to be fully informed of locations and working conditions under which the
service will be performed, and to have thoroughly reviewed this RFP and specifications. Failure
to do so will not relieve the successful proposer of any obligations to furnish the services as
specified herein.
EQUAL EMPLOYMENT OPPO RTUNITY
Attention is called to the requirements for ensuring that employees and applicants for
employment are not discriminated against because of their age, race, color, creed, sex or
national origin.
INTERVIEWS
After written proposals are received and initially evaluated, the Owner may require one or more
of the Candidates to provide an oral presentation as a supplement to their proposals. Any
Candidate required to interview should be prepared to discuss and substantiate any area of
their proposal. The Owner is under no obligation to grant interviews to any Candidate receiving
a copy of this RFP and/or submitting a written proposal in response to this RFP.
RESPONSE FORMAT
The items listed below shall be submitted with each proposal and should be submitted in the
order shown. Each section should be clearly labeled, with pages numbered and separated by
tabs. Failure by a Proposer to include all listed items will result in their proposal being rejected.
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Tab I — Cover Letter
Provide a cover letter indicating your firm's understanding of the requirements
relating to this proposal. The letter must be brief and formal from the proposer
that provides information regarding the firm's interest in and ability to perform the
requirements of this RFP. A person who is authorized by the organization to
enter into an agreement with the City of Conroe will sign the letter.
Please include all contact information.
❖ Tab 2 — Acceptance of Conditions
Indicate any exceptions to the specifications, terms and conditions of this RFP,
including the Scope of Services.
+ Tab 3 — Company Background
1. Years in business under present name.
2. Name and address of each office location.
3. Ownership structure (Corporation 1 Partnership).
4. Names and titles of officers in the company.
5. Company trade organizations 1 associations / affiliations.
6. List with contacts the total number of governmental entities under contract.
7. Discuss demonstrated knowledge, operating experience and expertise.
0 .* Tab 4— Pricing and Terms
1. Provide pricing plans and term contracts.
❖ Tab 5 -- References
1. Provide references from at least five current government entities of
installations for which your company has, in whole or in part, provided
services.
2. Please list project description and status.
PROPOSAL_ AGREEMENT AND CERTIFICATION
The Undersigned Agrees That:
The individual signing this proposal certifies that helshe is a legal agent of the proposer,
authorized to represent the proposer and is legally responsible for the.offer with regard to
supporting documentation and prices provided.
A. No Federal, State, County or Municipal taxes have been included in the
quoted prices and none will be added_
B. Prices in this proposal have not knowingly been disclosed with any other
provider and will not be prior to award.
C. Prices in this proposal have been arrived at independently, without
consultation, communication or agreement for the purpose of restricting
competition.
14
L- _ .
D. No attempt has been made nor will be to induce any other person or firm
to submit a proposal for the purpose of restricting competition.
E, The individual signing this proposal certifies that he/she is a legal agent of
the proposer, authorized to represent the proposer and is legally
responsible for the offer with regard to supporting documentation and
prices provided.
F. Agent shall Initial each applicable item below to certify acknowledgement.
Initial to indicate the required proposal submittals are enclosed.
Initial to acknowledge receipt of addendum and /or amendment
(if applicable).
(Company Name) (Name of Authorized Agent — Printed)
(Street.Address / P.O. Box)
(City / State / Zip Code)
(Phone)
(Authorized Agent Signature)
(Date)
15
EXHIBIT "A"
ALARM ORDINANCE
ARTICLE II. AUTOMATED ALARM PROTECTIVE DEVICES FOR BURGLARY*
*State law references: Burglar alarm systems, V.T.C.A., Local Government Code § 214.191 --
214.197.
Sec. 22-31. Authority.
This article is adopted pursuant to the provisions of V.T.C.A., Local Government Code §§
214.191 -- 214.197, Municipal Regulation of Burglar Alarm Systems.
(Code 1966, § 2 314 -1)
See. 22-32. Definitions.
The following words, terms and phrases, when used in this article, shall have the meanings
ascribed to them in this section, except where the context clearly indicates a different meaning:
Alarm site means a location or premises served by an alarm system.
Alarm system means a device or system that emits, transmits, or relays a signal intended to
summon, or that would reasonably be expected to summon, emergency personnel of the city,
including but not limited to, local alarms. For purposes of this article, the term "alarm system"
shall not include:
(1) An alarm installed on a motor vehicle, unless the vehicle is used for a habitation at a
permanent site;
(2) Any device or system designed solely to detect or give notice of fire, smoke or water flow;
(3) An alarm system designed solely to alert the occupants of building or residence which will
not emit a signal either audible or visible from the outside of the building or residence; or
(4) An alarm system installed upon premises occupied by the United States government, the
state or any governmental entity.
Alarm systems company means any person that sells, installs, services, monitors, or responds to
alarm systems.
Alarm user means a person who owns or controls the premises upon which an alarm system is
located.
Appeal hearing official means the city administrator or his designee.
Applicant means the person who seeks to be the permit holder.
Automatic dialing device means an alarm system which automatically sends over regular
telephone lines, by direct connection or otherwise, a prerecorded voice message or coded signal
indicating the existence of the emergency situation that the alarm system is designed to detect.
Central station means that part of an alarm systems company which intercepts signals indicating
the activation of an alarm system and which relays this information by live voice to the police
department.
Chief means the chief of police of the city or his designated representative.
False alarm means the activation of an alarm system which is not the result of an emergency or
threat of emergency for which the alarm was designed to give notice and for which the
responding police officer finds no evidence of any criminal activity. The term "false alarm" shall
include activation of an alarm system through mechanical or electrical failure, malfunction,
W
5
improper installation or the negligence of the owner or lessee of an alarm system or of their
employees or agents. The term "false alarm" shall not include activations which result from any
of the following:
(1) Alarms caused by an attempted illegal entry of which there is visible evidence, illegal entry
or other demonstrable criminal activity.
(2) Alarms followed by an immediate call to the police department from the alarm systems
company canceling the alarm giving the proper code number, such call having been made prior
to the arrival of the responding emergency personnel at the property on which the alarm system
causing the response is located.
Finance director means the finance director of the city or his designated representative.
Hold -up alarm means any.device activated by human action as a result of burglary or attempted
burglary at or of the alarm site.
Local alarm means any alarm emitting audible signals in, at or on the alarm site when activated
and which signals may be heard by persons other than the inhabitants of the premises upon
which the alarm system is located.
Permit means a certificate of authorization issued to the applicant authorizing the operation of
the alarm system for which the permit is issued.
Permit holder means the individual, corporation, partnership or other legal entity to whom an
alarm system permit is issued.
Telephone answering service means any business, other than an alarm systems company, which
intercepts signals indicating the activation of an alarm system and which relays this information
by live voice to the police department.
Thirty- minute shutoff means an automatic device associated with a local alarm system which
automatically causes the alarm to shut off and discontinue the emission of an audible signal after
a period of time not to exceed 30 minutes of continuous operation.
(Code 1966, § 2 314 -2)
Cross references: Definitions generally, § 1 -2.
Sec. 22 -33. Permit required.
(a) It shall be unlawful for any person to operate, cause to be operated or permit the operation
of an alarm system upon property or premises under his control unless a current permit has been
issued by the city for such system. This section shall not be applicable to an alarm systems
company which sells, installs, monitors or services an alarm system installed and designed to
protect property under the control of a person other than the alarm systems company. Any person
who operates, causes to be operated, or allows the operation of an alarm system without a valid
permit shall be subject to prosecution and response fees.
(b) A response, if any, made by the police department upon proper notification by an alarm
systems company or citizen shall be subject to the policies and procedures of the police
department governing, but not limited to, the priorities for police response.
(c) An applicant may apply for a separate permit for each alarm system, or may obtain a single
permit for all alarm systems that are located on a single premises under the applicant's ownership
or control; except that separate permits must be obtained to authorize the operation of both
burglar and holdup alarm systems on any one premise.
(d) The issuance of a permit authorizing the use of an alarm system is not intended nor shall it
create a contract, either express or implied, creating a duty or guarantee of response. Any and all
17
liability and consequential damages resulting from the failure to respond to a notification is
hereby disclaimed and governmental immunity as provided by law is retained.
(e) The police department will respond only once to an alarm that has no permit on file with the
city according to the provisions contained in this article, except that the police department will
respond to hold -up alarms even if no permit is on file. After the initial response, the alarm
system owner will be given notice of the requirement for an alarm system permit. Such notice
shal I be sent via first class mailing of the U.S. Postal Service to the physical address of the alarm
site or to the address as indicated by the alarm systems company. The notice shall contain a
statement that outlines the requirement for a permit, the procedures for obtaining a permit and a
permit application.
(Code 1966, § 2 3/4 -3; Ord. No. 1769 -06, § 1, 10 -12 -2006)
Sec. 22 -34. Permit application.
(a) Application for a permit authorizing the operation of an alarm system shall be made by a
person having control over the property on which the alarm system is to be installed and
operated. Such application shall be made in writing to the city on a form designated for that
purpose. On such application, the applicant shall set forth:
(1) The name, address, and telephone number of the-permit holder.
(2) Copies of the assumed -name registration if the alarm site will be operated under an assumed
name; the partnership registration, if any, and the names and addresses of all general partners if
the permit holder is to be a partnership; or the corporate charter with the names and addresses of
officers and registered agents or the certificate of authorization from the secretary of state if the
permit holder is to be a corporation.
(3) The street address of the property on which the alarm system is to be installed and operated.
(4) Any business name used for the premises on which the alarm system is to be installed and
operated.
(5) Whether the alarm system is a local alarm and whether it is designated to give notice of a
burglary, robbery, or another life- threatening emergency.
(6) The name of the person or alarm system company who will install the alarm system.
(7) In addition to the permit holder:
a. The names, date of birth, and local telephone numbers of two persons, or the name and local
telephone number of an alarm systems company which are able to and have agreed to:
1. Receive notification at any time;
2. Come to the alarm site within one-half hour after receiving a request from a member of the
police department to do so; and
3. Grant access to the alarm site and to deactivate the alarm system if such becomes necessary;
or
b. The name and local telephone number of an alarm system company which is able and has
agreed to receive calls at any time and to give the police department the names of persons listed
with that company as set out as follows if:
1. The permit holder has given the alarm system company the names and local telephone
numbers of two persons who are able and have agreed to receive notification at any time; to
come to the alarm site within one -half hour after receiving a request from a member of the police
department to do so; and to grant access to the alarm site and to deactivate the alarm system if
necessary; and
19
2. The permit holder has authorized the alarm system company to provide the names listed with
that company to the police department whenever that department has requested that information
in order to obtain assistance after an alarm has been activated.
(8) Whether all charges incurred under this article and owed to the city by the applicant have
been paid.
(9) Any other pertinent information required by the police department which is necessary for
the enforcement of this article.
(b) Such application shall be signed by the person making the application for the permit
acknowledging he has read the application, affirming the correctness and accuracy of the
information given on the application.
(Code 1966, § 2 314 -4)
Sec. 22 -35. Denial or revocation of permit.
(a) The finance director shall deny or revoke an alarm permit, as applicable, if he determines
that:
(1) There is a false statement of a material matter in the application for a permit;
(2) The permit holder has violated a provision of this article;
(3) The permit holder has failed to make payment of a fee assessed under section 22-42 within
30 days of receiving notice to -do so; or
(4) More than ten false alarms have been activated at any alarm site within a 12 -month period.
(b) Within ten days of receipt of an application for a permit required by this article, the finance
director shall grant such application and issue the permit required by this article or such
application shall be deemed denied.
(c) A person commits an offense if he operates an alarm system during the period in which his
alarm permit is revoked.
(d) The finance director shall provide at least 30 days' notice to the permittee prior to
revocation.
(e) When revocation of the permit is final, all permit fees shall be forfeited.
(Code 1966, § 2 314 -5)
Sec. 22 -36. Permit fee and term.
(a) Each applicant for a permit issued pursuant to this article shall pay a nonrefundable
application fee as set forth in appendix A. A residential permit shall mean a permit for an alarm
system designated for the protection of a single - family residential dwelling.
(b) Each permit issued pursuant to this article shall be valid for a 12 -month period from the date
of issuance as stated on the permit unless such permit shall be earlier suspended or revolted
pursuant to the provisions of this article. if the permit holder relinquishes control of the alarm
site before the expiration of 1.2 months, then the permit extinguishes on the date of the
relinquishment.
(c) An alarm permit cannot be transferred to another person.
(d) The permit holder shall keep the alarm permit at the alarm site and shall produce such
permit for inspection upon the request of any member of the police department empowered to
make such inspection.
(Code 1966, § 2 314 -6; Ord. No- 1769 -06, § 2,10-12-2006)
E
Sec. 22 -37. Duties of permit holder.
(a) The permit holder shall ensure that he or any person listed on the application under section
22 -34 is able to:
(1) Receive notification at any time;
(2) Come to the alarm site within one-half hour after receiving a request from a member of the
police department to do so; and
(3) Grant access to the alarm site and to deactivate the alarm system if such becomes necessary.
(b) The permit holder shall train all persons who may activate the alarm system in the proper
operation ofthe alarm system.
(c) The permit holder will be responsible for all fees associated with the permit or the operation
of the alarm system.
(d) The permit holder shall ensure that the alarm system is repaired within 72 hours of the time
notification that such system is malfunctioning or causing potential excessive alarms is given in
writing on a form designated by the city to him or to his employee or his agent by an employee
of the city designated to give such notices.
(e) The permit holder may cause such system to be deactivated rather than having such system
repaired. If he does, such system shall not be reactivated until it has been repaired.
(f) Whenever a person listed on the application or listed on an amendment to the application is
unable or unwilling to perform the duties set out in section 22 -34, the permit holder shall file an
amendment to the permit application listing a person or company who is able and will perform
those duties so that at all times the application on file with the city designates at least two
persons or an alarm system company who are able and willing to perform such duties.
(g) Maintain the alarm system in a manner that will minimize false alarm notifications.
(Code 1966, § 2 3/4 -7)
Sec. 22 -38. Duty to provide access to alarm site.
Any person who is notified by any member of the police department of the activation of an alarm
system, requested to respond, and who is able to give access to the alarm site shall come to the
alarm site within one - half hour of the time such person is notified of such activation and shall
provide the police department any necessary access or assistance.
(Code 1966, § 2 314 -8)
See. 22 -39. Duty of alarm systems company.
(a) Any alarm systems company which installs an alarm system within the city shall provide the
city the following information on a form designated by the city:
(1) The street address where such system is installed;
(2) The name, address, and telephone number of the person contracting for its services;
(3) The type of alarm system; and
(4) The permit number for the alarm site and the name of the permit holder.
(b) Such form shall be submitted to the city not earlier than 20 days prior to the date of
installation of such system and not later than 48 hours after such system is installed. The city
shall protect such information as confidential information and its use shall be restricted to
legitimate law enforcement purposes and to enforcement of this article.
(c) Whenever an alarm system company agrees with any person to maintain or service any
alarm system, such company shall:
20
(1) Ensure that personnel of such company who are able to render effective assistance arrive at
such alarm site within one -half hour of a request by a member of the police department for
assistance if such alarm system company has agreed with any person to respond to such alarm
system;
(2) Ensure that sufficient personnel of such company are available to provide service and to
repair any alarm system such company has agreed to maintain or service within 72 hours after
notification that such system is in need of repair is received from the permit holder or as
provided for by its contract with the permit holder or by law; and
(3) Keep a written record of the date and time of repair and a description of the specific repair
which was performed on any alarm system when such repair was made in response to
notification by the permit holder at the office of the alarm systems company.
(d) Such written records shall be maintained for at least two years from the date of repair and
shall be available for inspection and duplication by any employee of the city designated by the
city administrator to inspect such records when such an employee of the city makes demand at
the office of the alarm systems company during regular business hours.
(Code 1966, § 2 3/4 -9)
Sec. 2240. Duty of central station or answering service.
Any alarm systems company which operates a central station and any telephone answering
service shall:
(1) Have sufficient personnel trained in the procedures to be followed in receiving and relaying
notice of the activation of any alarm system on duty at all times to ensure that emergency
messages or alarm signals received by such company can be relayed immediately to the police
department. Notification to the police department of the activation of an alarm system shall
include:
a. The street address of the alarm site, including the particular suite or apartment number, if
applicable;
b. The name of the permit holder and the permit number;
c. The type of alarm activated; and
d. The name and local telephone number of the person to notify, if so authorized by the permit
holder;
(2) Notify the permit holder or his designees of the activation of the alarm system within 24
hours of the time the alarm was activated, not to include weekends and holidays, by telephone or
by placing written notice in the mail, addressed to the permit holder. if there is no permit holder,
then notice shall be given to the person contracting with the alarm systems company;
(3) Keep a written record of the date and time each notification of the activation an alarm
system is received and the date, time, and method by which the permit holder, his designees, or
the person contracting with the alarm systems company were notified. Such records shall be
retained for at least two years and shall be made available for inspection by any employee of the
city designated by the city administrator to inspect such records when such city employee makes
request at the office of the alarm systems company or telephone answering service during regular
business hours;
(4) Test or cause to be tested all equipment used by the central station or telephones answering
service relation to the receipt of notifications of the activation of any alarm system and the
equipment used in relaying those notifications to the police department at least one time in every
12 -month period and, where a test result is unsatisfactory, correct or cause to be corrected within
21
L
a reasonable period of time not to exceed seven days from the date of testing the cause of the
unsatisfactory test result;
(5) Produce evidence of the results of tests conducted pursuant to subsection (d) of this section
upon request of an employee of the city designated by the city administrator to inspect such
evidence. The requirements of this subsection shall be satisfied if such results are made available
at the central station or telephone answering service on the next regular business day after
request is made; and
(6) Not provide answering service for any alarm systems company which is not licensed by the
state. A violation under this subsection shall only be enforceable according to state law and the
remedies, policies and procedures provided for therein.
(Code 1966, § 2 314 -10)
Sec. 22 -41. Alarm system requirements.
No person shall install, cause to be installed or permit to be installed any alarm system unless the
requirements of this section are met:
(1) Any local alarm system shall have a 30- minute shutoff and must not make a sound similar
to that of siren or any emergency vehicle or similar to that of a civil defense warn ing system.
(2) No hold -up alarm shall include a money -clip, pressure pad or similar device which can
cause activation inadvertently; and any hold -up alarm shall be designated so that it may be
activated only by intentional and deliberate human action.
(3) No local alarm shall be activated by a hold -up alarm.
(4) No person shall use or permit the use of any telephone device or telephone attachment
which automatically selects any telephone line leading into the communication center of the
police department or any number leading into the offices of the city and then transmits a
prerecorded message or signal.
(5) No person shall use or permit the use of any system which gives notification of the
activation of an alarm system directly to the police department by any means other than live
human voice.
(6) The chief may set reasonable standards and procedures to be followed by any alarm systems
company or telephone answering service when giving notice to the police department of
activation of an alarm system. Such standards and procedures shall be set out in writing and
made available to any alarm systems company or telephone answering service requesting it.
(Code 1966, § 2 314 -11)
Sec. 22 -42. Fees and charges.
(a) The city council finds and determines that the actual expense incurred by the police
department in connection with each false alarm response equals or exceeds the sum of $50.00. A
city response, if any, upon proper notification of an alarm system shall not incur a fee except as
provided by subsection (b) of this section.
(b) Each response by the police department to a false alarm, including without limitation a
burglar or hold -up alarm, after the first five at the same alarm site during the preceding 12 -month
period, or each response to a non - permitted hold -up alarm after the first, shall result in a charge
as set forth in appendix A to the permit holder of the property on which the alarm system is
installed.
(c) Where it is determined by the responding police officer that a false alarm activation has
occurred, written notice of such determination shall be given to the permit holder. Such notice
22
shall be sufficient if deposited for mailing with the United States Postal Service enclosed in an
envelope bearing first class postage and addressed to the permit holder at the address of the
alarm site location as indicated by the most recent permit application. The notice shall include a
statement advising the permit holder of the procedure for disputing the false alarm determination.
(Code 1966, § 2 3/4 -12; Ord. No. 1769 -06, § 3,10-12-2006)
Sec. 22 -43. Appeal from service fee, denial or revocation of permit.
(a) Any permit holder assessed a fee under section 22 -42 may appeal the decision of the finance
director to the appeal hearing official within ten days of receipt of notice of assessment of such
fee and in the same manner for other appeals provided for in this article.
(b) If the finance director refuses to issue or renew a permit, or revokes a permit, he shall send
to the applicant or permit holder by certified mail, return receipt requested, written notice of his
action and a statement of the right to appeal such action, such notice to include:
(1) The specific dates on which there have been false alarm notification from such alarm
system, if revocation is based upon section 22- 35(a)(4);
(2) The amount of any fees assessed under section 22 -42 that are due and owing and the date
such fees were incurred, if revocation is based upon section 22- 35(a)(3);
(3) That a hearing may be held before the appeal hearing official to determine whether the
permit for such alarm system should remain revoked or be reinstated or the application for the
permit for such alarm system should be issued or renewed or remain denied;
(4) That the applicant or permit holder may appear in person and/or be represented by counsel,
may present testimony and may cross examine all witnesses;
(5) The applicant or permit holder may appeal the decision of the finance director to the appeal
hearing official by filing with the city administrator a written request for a hearing, setting forth
the reasons for the appeal, within ten days after receipt of the notice from the finance director.
The filing of request for an appeal hearing with the city administrator stays an action of the
finance director in revoking a permit until the appeal hearing official makes a final decision. If a
request for an appeal hearing is not made within the ten -day period, the action of the finance
director is final;
(6) The appeal hearing official shall set a time and place for the hearing, which shall be served
upon the applicant or permit holder by certified mail, return receipt requested. The appeal
hearing official shall serve as hearing officer at an appeal and consider evidence by any
interested person. The formal rules of evidence do not apply at an appeal hearing. All parties to
the hearing shall have the right to present evidence and shall have the right of cross examination.
The appeal hearing official shall make his decision on the basis of a preponderance of the
evidence within 15 days after the request for an appeal hearing is filed, The time for hearing an
appeal may be extended by agreement of the parties. The appeal hearing official shall affirm,
reverse, or modify the action of the finance director. The decision of the appeal hearing official is
final as to administrative remedies with the city.
(Code 1966, § 2 3/4 -13)
Sec. 22 -44. Damage to telephone /alarm system cable.
It shall be a violation of this article to cut or damage any telephone or other cable if the result is
to prevent or disrupt the transmission of any alarm system or signal or to thereby cause a
nonvalid alarm or nonvalid holdup alarm.
(Code 1966, § 2 3/4 -14)
23
Sec. 2245. Violations; penalty; corporations, partnerships and associations.
(a) A person commits an offense if he violates by commission or omission any provision of this
article that imposes upon him a duty or responsibility.
(b) In addition to prohibiting or requiring certain conduct of individuals, it is the intent of this
article to hold a corporation, partnership or other association criminally responsible for acts or
omissions performed by an agent acting on behalf of the corporation, partnership, or other
association, and within the scope of his employment.
(c) Any person who violates, disobeys, omits, neglects or refuses to comply with or who resists
the enforcement of any provision of this article shall be fined as provided in section 1 -13.
(d) Each holder of an alarm permit and each person having control over property on which an
alarm system is installed has an affirmative duty to comply with all provisions of this article, and
it shall not be a defense to prosecution of such a person that he was acting without culpable
mental state.
(Code 1966, § 2 314 -15)
Sec. 22 -46. No duty.
Permit requirements and regulations set forth in this article in no way constitute an endorsement
of any business or the concept of alarm systems as a positive aid to law enforcement and do not
obligate city emergency personnel to respond in any manner to any notification as a result of a
summons based on an alarm system. The fact of a emergency personnel response to one or more
alarm system notifications in no way is to be construed as the policy of the city or the intent of
this article. The establishment of such policy by this article is expressly denied.
(Code 1966, § 2 314 -16)
CHAPTER 22-- EMERGENCY SERVICES
22-
36
Residential permit fee..........
20.00
Nonresidential permit fee..........
30.00
Hold -up alarm permit fee..........
30.00
Hold -up alarm permit fee shall be waived if applicant has valid current
residential or nonresidential permit.
22-
42
False alarm fee, after first five false alarms..........
50.00
False alarm fee, after the first non - permitted hold -up false
alarm..........
50.00
(Ord. No. 1769 -06, § 4, 10 -12 -2006)
24
Exhibit B
4 PM A M'Affc t'
corporation GOLD GERTII;IED
Partr:gx
Confidentially Agreement
All the materials contained herein are the exclusive property of PMAM Corporation,
and are therefore copyrighted. This material is presented for the purpose of presenting
proposed Services and may not be disclosed in any manner to anyone other than the
addressee, employees or an authorized representative of the addressed city. No
portion of these materials may be reproduced, stored in a retrieval system, or
transmitted in any form by any means electronic, mechanical, photocopying,
recording, or otherwise without the prior written approval of PMAM Corporation. Any
such request should be addressed to the PMAM Corporation. Point of Contact as
identified in this proposal.
PMAM Corporation. All Rights Reserved. 2009
Point of Contact
The following PMAM point of contact is authorized to respond to any correspondence
regarding this proposal.
Name: George Robertson
Title: Director, Public Safety
PMAM Corporation
Address: 105 Decker Court #675
Irving, Texas 75062
Office: 972 -831 -7404
Mobile: 214- 704 -2240
Fax: 972- 573 -1845
E -mail: GeorgeR @PMAM- Copsaurce.c:om
11
PM AM
Corporation GOLD CERTIFIED
Pattr�r
May 11, 2009
Marla Porter,
' City Secretary
City of Conroe
P.O Box 3066
Conroe, TX 77305
Subject: Tab 1: City of Conroe False Alarm Management Proposal Cover letter
Dear City Secretary,
PMAM Corporation is pleased to present this proposal for providing a complete turnkey
solution for the City of Conroe's False Alarm Management, according to the plans and
specifications detailed in the RFP for dFalse Alarm Management Proposal".
The City of Conroe will achieve the desired impact by deploying PMAM's False Alarm
Management Solution (FAMS). To ensure on -time performance in the most economical
manner, this work must be undertaken by a contractor like PMAM who meets or exceeds all
the City's requirements. We currently partner with cities across the country to provide a
complete end- to-end alarm program solution and will use this opportunity to show why FAMS
is the optimal choice for the City of Conroe.
PMAM Corporation was established in 1999 and is incorporated in The State of Texas. We
are a private company certified as a Disadvantaged Business Enterprise.
PMAM represents over five years of Alarm Management experience across the United States.
The False Alarm Administration Services, although a complex and large project, is an ideal
level project for our firm. PMAM proposes an integrated, on -line, real time Alarm Billing and
Management program, to accomplish the following goals:
• Reduce false alarms
• Increase revenue by enhanced permitting compliance and collection processes
• Get residents and businesses compliant with the existing alarm ordinance
• Bring additional savings to the City by establishing best practices
• Provide exceptional Citizen Service to residents and businesses
I, Pankaj Kumar, CEO am the legally binding corporate agent for this offer. George Robertson,
Director Public Safety and I are authorized representatives for questions and negotiations for
this proposal. We can be reached at 972 -831 -7404, 105 Decker Court #675, Irving, Texas
75062. All fixed and revenue sharing prices represent the total price for equipment and
services enumerated in the proposal. This proposal is open for 60 days from the date of this
letter. After that time, we reserve the right to review our pricing structure.
We thank you for inviting us to participate in this process, and we are available to discuss your
questions at any time.
Sincerely,
Pankaj Kumar
Chief Executive Officer
PMAM Corporation
972 -831 -7401
PankajK @pmam.com
LI
Mayl 1, 2009
City of Conroe
To Whom It May Concern:
This letter is to state that I have thoroughly read and understand the Request for Professional Services (RFP)
provided by the City of Conroe, and agree to the terms.
Pankaj Kumar
CEO and Chairman
PMAM Corporation
FM AM NDAMPIW
COrpora GOLD CERTIFIED
�dri"taer
Tab 3 - Company Background
Table of Contents
1 EXECUTIVE SUMMARY ................................. ............................ .... ....... . .................. . ................... . ........ ............ 1
2 STATEMENT OF EXPERIENCE / EXPERTISE / QUALIFICATIONS .......................................... ....................... - -... 2
2 .1 COMPANY BACKGROUND ................................................................................................... ............................... 2
2 .2 PMAM ADVANTAGES ....................................................................................................... ............................... 4
3 FAMS - A HISTORY OF SUCCESS ........................................................................................ ............................... 8
3 .1 FAMS CLIENT LIST ............................................................................................................
............................... 8
3.2 FAMS CUSTOMER SUCCESS — MCKINNEY, T EXAS POLICE DEPARTMENT ........................
. ...................... ............... I..... 8
3.3 FAMS CUSTOMER SUCCESS — RICHARDSON, TEXAS POLICE DEPARTMENT .......................................
............................... 9
3 .4 REFERENCES ....................................................................................................................
.............................
4
ORGANIZATIONAL CHARTS AND RESUMES ......................................................................
.............................
4.1 PMAM CORPORATE ORGANIZATIONAL CHART ..................................................................... ............................... 11
5
PROPOSED HIGH LEVEL STRATEGY AND OPERATIONAL PLAN ........................................ ............................... 24
6
FALSE ALARM MANAGEMENT SOLUTION OVERVIEW ....................... ............................... ......1....................1.25
6 .2 CAD SYSTEM INTEGRATION ..............................................................................................
............................... 27
6.3 PERMITTING .....................................................................................................................
.............................
6.4 BILLING FOR FALSE ALARM FEES ........................................................................................
............................... 31
6 .5 COLLECTIONS ................................................................................................................. ............................... 34
6.6 CITIZEN SELF SERVICE WE B PORTAL ....................................................................................
............................... 36
6 .7 FALSE ALARM REDUCTION EFFORTS ....................................................................................
............................... 39
6.8 FAMS HEARING AND APPEALS SUPPORT APPROAC H ...............................................................
.............................41
6.9 SECURITY COMPANIES SELF SERVICE WEB PORTAL ................................................................
............................... 41
6.10 REPORTING ......................................................................................................................
.............................
6 .11 FAMS FUNCTIONAL AND TEC HNICALABILITYToMEETRFPREQUIREMENTS ............................... .............................46
7
CUSTOMER SERVICE CENTER ............................................................................................
.............................
7 .1 C mzEN SERVICE REPRESENTATIVE TEAM .............................................................................
............................... 52
7.2 CUSTOMER SERVICE SYSTEMS ................................ ...............................
............................ .............................52
7.3 UTILIZING FAMS TO CREATE A SUPERIOR CUSTOMER EXPERIENCE...........................
................ ............................... 52
7 .4 FAMS EYES................. .................................................................................................
............................... 53
7 .5 CUSTOMER SERVICE CALL CENTER ........................................................................................
.............................
7.6 CUSTOMER SERVICE SPECIALIST TEAM .................................................................................
............................... 55
7.7 PHONE CALL LOG SY STEM — PMAM PROPRIETARY CALL CENTER APPLICATION ....................... ............................... 56
7 .8 CUSTOMER REP RESENTATIVE SERVICE PHILOSOPHY ...............................................................
............................... 57
8
BILLING AND REMITTANCE CENTER ..................................................................................
.............................
8.1 CO NROE'S BILLING AND REMITTANCE REQUIREMENTS ........................................................... ............................... 59
8 .2 ACCOUNTS RECONCILIATION .............................................................................................
............................... 59
9.3 SECURED PAYMENT P ROCF55m GATEWAY ............................................................°........... ............................... S9
9
BUSINESS AND IT SUPPORT PROCESSES-- .................................................................... ............................... 60
9.1 BUSINESS EFFICIENCY PROCESSES U NIQUE TO PMAM ..............................................
............... .............. ............... 60
9.2 PUBLIC SAFETY ACADEMIC RESEARCH PARTNERSHIPS .............................................................
............................... 60
PM AM
Corporation" 4 3OLDCERTIFIED
Par#r�r
9.3
IT PROCESSES .................................................................................................................
...............................
61
9.4
CERTIFICATIONS AND RECOGNITIONS ..................................................................................
...............................
68
10 IMPLEMENTATION PLANNING ..........................................................................................
.............................70
10 .1
IMPLEMENTATION PLAN OVE RVIEW ............................................................................
............................... ...
70
10.2
ON BOARDING AND IMPLEMEWATION PROCESS
................................................................... ...............................
71
10 .3
IMPLEMENTATION PROJECT PLAN .......................................................................................
...............................
79
AC) P M AM
Corporation GCLD COR'rtFIED
P6"Per
1 EXECUTIVE SUMMARY
PMAM understands the City of Conroe's False Alarm Administration Service will
require superior software technology as well as outstanding customer service.
PMAM's software delivery processes are CMMi Level 3 certified (the best
industry certification).
PMAM understands the customer service aspect, and therefore integrates
multiple internal and extemai software processestpackages into FAMS to provide
outstanding customer service. This combination of exceptional customer service
with a solid, technology driven FAMS product makes PMAM unique.
PMAM aligns its permitting processes with most Cities' one stop permitting goal
at no additional cost to the City. PMAM is committed to making the City of
Conroe a top -tier account with sponsorship at the highest level.
PMAM has .established best practices that constantly produce significantly high
revenues for our partner cities some times exceeding 200 %+ increase in
revenue. This is accomplished by PMAM by achieving high permitting
compliance as laid out in the city ordinance.
PMAM also works diligently through multiple processes to reduce False Alarm,
by reaching out to False Alarm defaulters with right messaging and education,
these best practices have shown significant results in our partner cities. We have
been able to reduce 30% to $40 %+ false alarms by deploying these processes.
PMAM takes extra care while recruiting the best talent to serve our customers
(citizens), the hired talent goes through an extensive screening, background and
drug testing procedure before a hiring decision is made and then they are put in
a rigorous training program before they are put to actual job of managing city.
PMAM wants to ensure the City is confident that its FAMS system is capable and
scalable to manage Conroe's volume of permit and alarm administration data
requirements. PMAM's techflLc&Lteaq establish a re re
environment the
A perforr nance scala!3 Tes was run with exce err
ben crimarK r Isu
PMAM will perform the alarm administration services from our office location.
PMAM recognizes Conroe's status as a premier client and will not charge
implementation or setup fees to initiate the project.
We are providing all elements of our services including permitting in this proposal
this is in line with the RFP.
In summary, PMAM requests the chance to continue the discussion and is
ANL
grateful for the opportunity to earn the City of Conroe as our next city partner.
r
PMAM
Corporations G"�Rr1�lE�
2 STATEMENT OF EXPERIENCE/
EXPERTISE / QUALIFICATIONS
2.1 Company Background
PMAM Corporation, incorporated in the State of Texas in 1999, is a software
development company located in Irving, Texas with project management and
development offices throughout the U.S. PMAM provides customized software
solutions for false alarm, project, sales, and human resource management to
private and public sector clients worldwide. In 2003, PMAM created its False
Alarm Management Solution (FAMS) to effectively manage and reduce the cost
of commercial and residential false alarms to municipalities and other public
entities. PMAM currently provides turnkey City Ordinance Alarm Billing and
Management to 17 major cities throughout. the country including the City of
Houston
2.1.1 Ability to Meet Functional and
Technical Requirements
FAMS not only addresses the need for a fully
automated technology -based solution, but
delivers process- driven methodologies for
addressing city ordinances, reducing
administrative costs, increasing permitting
compliance and generating revenues. FAMS
provides City Managers the ability to utilize
public safety resources in a manner that is most
responsible to the taxpayer, without
compromising citizen safety or reducing service
levels.
"The system PMAM designed goes
far beyond the requirements of our
original agreement. We have
detailed infomnation at our fingertips
that points us to the most frequent
false alarm location and allows our
officers to interact with these
businesses and residences to
eliminate their problem.
Larry Zacharias, Cblef of Police
Richardson Police Department
FAMS provides a 100% web -based system with multi - layered security, easy to
read management information systems (dashboards), invoicing, and billing from
a single portal. Our superior technology increases accuracy, ease of
management, and reduces administrative costs for our clients. Available
anytime; anywhere, FAMS requires no additional desktop -based applications or
support, making administration and maintenance seamless.
Our system provides 100% transparency, providing the City of Conroe the ability
to monitor our progress and processes at an operational and support staff level
through management applications working in conjunction with FAMS. Unlike
manor comnetifors. PMAM has extensively invested in a 100% web - based, fully
automated managed services solution, not simply the development and selling of
software.
FAMS has quickly established itself as the premier management system for City
AWOL Ordinance Alan Billing and Management by providing exemplary managed
services, including billing, invoicing, customer support, education, etc., allowing
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municipalities to focus on core services, while
Alarm programs and increasing city revenues.
PM AM
Carporatton GOLD COMFIE0
f•"drtYt#
effectively administering False
The implementation of our FAMS solution to manage City Ordinance Alarm
Billing and Management routinely doubles the number of permit holders and
triples program revenues. These numbers are achieved through providing
exceptional services using a full -scale system that seamlessly manages the
process for our clients. We provide our clients the ability to delegate the
management of their City Ordinance Alarm Billing and Management to PMAM
based on our demonstrated ability to provide an effortless transition of data and
implement a process - driven program management solution that generates
immediate cost savings, revenue, accountability, and process efficiencies.
2.1.2 Resources
PMAM utilizes an experienced management and development team, including 70
full -time employees with an outstanding record for solutions in customized
software development. We practice disciplined, well defined, and effectively
monitored software development processes for delivering quality software that
meets cost and delivery schedule commitments.
PMAM is certified as a Disadvantaged Business Enterprise (DBE) by the North
Central Texas Regional Certification Agency.
2.1.3 Ability to Deliver
PMAM is a recipient of Microsoft's "Sequel 2005 Front Runner Status,"
recognition granted to only 185 companies worldwide. This designation
demonstrates PMAM's ability to quickly study, build and deploy applications
using the secure MS SOL Server 2005 and documents our ability to satisfy
requirements for the City of Conroe's False Alarm Administration Services.
processes. PMAM is also a Microsoft Gold Certified "The communication between
Partner which further contributes to our ability to PMAM and the Rowlett Police
exceed functional and technical requirements while Department has been remarkably
delivering the project on time and within budget. I efficient. It is as if your staff has
PMAM recently received its CMMi Level 3 certification, from the Software
Engineering Institute at Camegie Mellon University, the most prestigious
certification worldwide for software development
2.1.4 Why PMAM?
Our solution exceeds project requirements and
provides the City of Conroe a full- service managed
solution using a single point of access. Our ability
to scale the system to meet the needs of the City of
Conroe is documented and our client references
and past performance further support our ability to
deliver the project.
taken complete ownership of the
program and is part of my
department. PMAM- Copsource's
False Alarm Management Solution
(FAMS) is a great fit for the Rowlett
Police Department."
Mett Walling, Chief of Police
Rowlett Police Department
L`-A
Phut. AM
GorpCea[ior
2.2 PMAM Advantages
PMAM Advanta es over the Comi2efition
Aft
GOLD CERTIFIED
Parfrner
The following chart -depicts PMAM advantages held over our competitors. We
encourage the City of Conroe to review this features matrix to ensure each
bidder has the capability to support all of the feature sets available in FAMS.
C
100 % Web Based, n -tier, Sequel 2005 and NET Application
Partial
CMMI Level 3 certified software development processes
Dash Board — FAMS is supported by key stats made available
through dashboards for easy and quick decision support at the
highest levels
Score Cards — FAMS support a number of scorecards for mid
r
manager Lt„ S t, Finance managers) decision support
N
Analytical Drillable Report — Support all level views of statistics
r
while bein drillable to the transaction level.
FAMS supports configurable reports so stakeholders can view
the same set of information based on a number of different
.[
criteria
Extensive permitting information and integration of email
engine helping Citizen service representatives provide
documentation support to calling citizens while on the
Extensive permitting information and integration of Fax system
engine helping Citizen service representatives provide
documentation support to calling citizens if they prefer fax
PMAM is focused on providing Managed Services and does not
divert our attention, sales or delivery of services on providing Nf
supp2rt from small software application sales.
PMAM is in a unique position to understand city IT solutions
due to its thorough understanding of CAD /RMS.
OCR for remittance r
PMAM built two .propriety matrix driven FAMS EYES and Call
Center applications These are 100% web based and fully
integrated with FAMS application. Using various key metrics f
important for fulling City and customer, this experience helps 'V
CSR's /Supervisors/ Accountant/Operations Mangers Deliver, an
exceptional customer su000rt experience
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carpo rat Fnn
Some of the key metrlcs monitored
• False Alarm Incident Matching Matrix
• Timely Call Resolution Matrix
• Follow -up Call for Collection Matrix
• Ordinance Compliance Matrix
I
V
• Aging Reduction Report
• Accounts Reconciliation Report
• Customer Support Quality Compliance Report
Many of these reports are available in Dashboard, Scorecard
and general reporting formats
Call Log - Customer Care Portal
PMAM propriety applications will keep the following information
during the term of the contract:
Listing of all telephone calls
o Inbound
o Outbound
• Voice mail
• Multiple conversation phone numbers
This provides insights at the matrix level, but is also maintained
at the call detail to ensure customer complaints are traceable to
call log levels. This helps confirm service calls that PMAM
p romised to provide on behalf of the City of Conroe
FAMS has a built in report which is business rules driven that
determines the follow-up accounts for collections on a daily
basis. This call list is then provided to a third party calf center
hardware and software.
Third party Predictive Dialer facilitates automatic call dialing for
connecting:
• Call center 3` part COTS solution provides:
o Automatic call dialing for connected calls
o CSRs have the option of live voice mail or
prerecorded message in their voice.
o At the conclusion of each call, CSRs choose from
several predefined disposition.
o Predictive dialer is configured to retry multiple
Numbers. Missed connections are retried several
times throughout the day for live person.
o Supervisors have an option to monitor any live
call to ensure that CSRs are provided consistent
quality service to the citizens of the City of
Conroe.
AMILAArr—
GOLD GEBTIFIEQ
�''arrrs�r
U
SKIP Tracing
PMAM deploys two methods of Ski tracing
• Proactive — Integrating LISPS database with permitting
information and acting upon the identified permits that
are suspected to have moved. This results into PMAM
not sending renewal notices to the incorrect addresses. V
This also helps PMAM to reach out to these locations
for their new occupants while coordinating with the alarm
companies to ascertain whether new occupants have
alarms and then make them compliant
• Reactive — Once PMAM determined a permit account
may go delinquent it employs unique approaches of skip
tracing as detailed in the proposal to reach o the person
responsible for payment and allows for proper and
p rofessional follow-up to recover the owed amount.
All unique processes as detailed in the proposal help PMAM r
nnnstantly collect over 90% in all its partner cities V
insertion postage Automation i
PMAM has conducted extensive research and has deployed
considerable resources to produce a Voice enabled, animated
- r
'V
multi -media educational CD. This effort helps PMAM
accomplish reduce false alarms through education.
PMAM has created a fully web based application secured
through log -ins that is customizable for many purposes of
conducting surveys as well as providing education and
conducting online tests for the City of Conroe. This application
is also Mly integrated it with main FAMS application
PMAM has multiple telephone scripts that it deploys on a
regular basis through third party call center auto dialers deliver
messages that help citizens/ business take corrective
V
measures to reduce false alarms.
Email Engine
Fax Engine
El
PMAM-
GOLD CERTIFIED
Autner
IC) PM AM
GarporaO on
PMAM does not host FAMS at its Dallas Location. instead
hosts FAMS using Rackspace, the leading hosting provider in
the United States. PMAM will deploy a servers that virtually
guarantee that the application will be "always available" to all
users at all times. PMAM partner cities have not experienced a
single instance of application downtime since FAMS has been
hosted starting in 2003.
The hardware and software is secured through 132 bit SSL
encryption and is further protected through Cisco and other
firewalls.
Certifications
PMAM
.-
Microsoft Gold Certified
SEI CMMi Level 3 Certification
.�
Microsoft "Sequel 2005 Front Runner Status"
Microsoft ISV (Independent Sys Vendor)
Microsoft Custom Development Solutions Competency
r
'
Certification
SQL 2005 Based
.NET 2.0
GOLD CEIt'1IFIE0
P19orw
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PM AM -
Carporatton L OLD CER"FIER
3 FAMS - A HISTORY" OF SUCCESS pasuxer
3.1 FAMS Client List
E
PMAM is are currently providing or working to complete contractual agreements
to provide full service alarm administration services to 18 cities. An additional 7
cities are in the final stages of contract signing /council approval. The FAMS
current client list is provided below.
_2,itv of Houston
Full Alarm Administrative Services
Richardson, Texas Police Department
Full Alarm Administrative Services
McKinney, Texas Police Department
Full Alarm Administrative Services
Allen, Texas Police Department
Full Alarm Administrative Services
Rowlett, Texas Police Department
Full Alarm Administrative Services
New Braunfels, Texas Police Department
Full Alarm Administrative Services
Duncanville, Texas Police Department
Full Alarm Administrative Services
Rocklin, California Police Department
Full Alarm Administrative Services
Lincoln, California Police Department
Full Alarm Administrative Services
Santa Maria, California Police Department
Full Alarm Administrative Services
Hialeah, Florida Police Department
Full Alarm Administrative Services
Kissimmee, Florida Police Department
l=ull Alarm Administrative Services
Little Elm, Texas Police Department
Full Alarm Administrative Services
Upland, California Police Department
Full Alarm Administrative Services
Miami Shores, Florida Police Department
Full Alarm Administrative Services
Rockwall, Texas Police Department
Full Alarm Administrative Services
Woodland, California Police Department
Full Alarm Administrative Services
Jacksonville, North Carolina Police Dept.
Full Alarm Administrative Services
3.2 FAMS Customer Success -- McKinney,
Texas Police Department
"McKinney, Texas - Unique by Nature"
McKinney, Texas, Is the fastest growing city in
the United States.
Located just 30 miles north of Dallas, McKinney's
gently rolling hills, tree -lined neighborhoods, historic
down City and beautiful parks give the city a quaint,
small City feel — quite different from the Metroplex's
PM ANA - -AN-
CnrparaEi6ri GoLDCERTMEO
fi�rSre€
urban sprawl.
The friendly charm and comfortable pace belies the fact that McKinney, with a
population of approximately 925,000 people, is one of the fastest - growing cities
in America.
FAMS Implemented in 2007
1�1
"The City of McKinney has experienced tremendous growth in the past five
years, becoming one of the fastest growing cities in the United States. With this
growth, the problem of increasing alarms grew as well. Thus, the management of
the alarm program became an important initiative for us."
"The implementation of this ordinance has resulted in an over 300% increase in
permit holders in the past year alone. This increase in alarm ordinance
compliance has helped increase police efficiency and made our citizens more
aware of their duty to properly operate their alarm system."
"The City contracted with PMAM to manage the fundamental operation of the
revised alarm ordinance moving these operations from in -house to PMAM.
Please accept my gratitude for your staffs assistance in reaching the increased
compliance rate under the ordinance. Thank you for your service to our
community."
Doug Kowalski, Chief
McKinney Police Dep:
3.3 FAMS Customer Success — Richardson, Texas Police Department
In 2003, the Richardson, Texas Police
Department (RPD) had a bifurcated system for
the administration and enforcement of the
city's alarm ordinance. RPD handled the
permitting, follow -up, correspondence,
reporting, and communications, while the
finance department handled invoicing and
collections. City growth through the years,
coupled with inaccurate record - keeping and
changes in process and staff resulted in two systems that were not integrated.
Systematic follow-up and administrative tasks were cumbersome, resulting in
inefficient administration. This led to a Zack of confidence in the permit data. The
command staff was reluctant to allow enforcement of the city's alarm ordinance.
This ultimately led to an increasing cascade of false alarms that consumed
sizeable police resources..
Richardson, Texas
Cdrparation GOLIt CERTIFIED
�+ftxsr
In mid -2003, RPD partnered with PMAM to develop a full - service solution that
would redirect police resources away from administration of the alarm program.
The objectives were simple: reduce the number of false alarms (thus saving
valuable police resources) and increase revenue by timely collection of renewal
fees, fines, and new permit fees.
The primary objectives of the partnership were to reduce the number of false
alarms and to increase revenue. The reduction in alarm calls led to a cost
savings of over $372,000 because officers were responding to fewer alarms.
This reduction freed officers to spend more time on proactive patrol efforts. In
addition, the partnership has increased the number of renewal permit
applications and reduced the overall false alarm count. This reduced operating
costs and increased revenue for the city.
3.4 References
The following FAMS clients have agreed to be reference contact points and
share their experiences with PMAM and FAMS.
Richardson, Texas Police Department
140 N. Greenville Ave. Richardson, TX, 75081
Jim Spivey, Chief of Police
972 - 744 -4886
M cKinney, Texas Police Department
Aft 2200 Taylor Burk Dr. McKinney, Texas 75071
Doug Kowalski, Chief of Police
972 - 547 -2700
Allen, Texas Police Department
205 W. McDermott Dr. Allen, Texas 75013
Williams Rushing, Chief of Police
214 -509 -4344
Rowlett, Texas Police Department
4401 Rowlett Rd. Rowlett, Texas 75088
Matt Wailing, Chief of Police
972 -412 -5200
New Braunfels, Texas Police Department
1488 S. Seguin Ave. New Braunfels, Texas
78130
Ron Everett, Chief of Police
830 -608 -2179
0�#
r�
City of Conroe False Nat Manageme nt Proposal I Page 11 of 81
PM AM
Corporation
4.1.1 Project Team Roles and Responsibilities
An
GOILD CfERT{FTER
Parrew
The project sponsor ensures all roles and
responsibilities to align ownership and commitment
throughout the entire alarm administration service
process. The sponsor also directs the project steering
committee, resolves issues and constraints preventing
operational objectives, and makes resources available
to support the project.
The project manager is responsible for implementing the
decisions of the steering committee recommendations.
The project manager will be responsible for the
Customer Service and Billing Center team members
and operations.
The project manager will coordinate with the City
Management Staff to ensure all Alarm Administration
Services are being performed to city ordinance
specifications. The project manager is directly
responsible for ensuring all operations are working as
expected. All program issues are resolved under the
project manager's direct supervision.
After the contract is awarded, the technical support
manager will be quickly ensure system deployment and
data integration.
After the contract is awarded, the technical support
manager will work with the city teams far smooth FAMS
deployment and data integration. After deployment, the
technical support lead will assist with resolving issues
on a continuous basis. The lead will also oversee
technical issue resolution and report to stakeholders in
an orderly manner.
The office supervisor is directly responsible for the work
performance of the. various Customer Service
Specialists, citizen service, and false alarm reduction
specialists. The supervisor will perform quality control
activities for all service support staff' to ensure customer
service is maintained at the highest level.
`J
PM AM
Corporation COLD CERTIFiEP
�I
The accountant will be responsible for working with the
city accounting and finance departments to ensure all
reporting and information requests are responded to in a
timely fashion. The accountant is responsible for
ensuring all cash and banking reconciliations are
accurate and accounted for properly. The accountant
also ensures all directives of the City and PMAM
corporate office are followed.
This specialist is responsible for downloading the daily
false alarm report file and matching them to permit
holders for billing. This specialist also ensures all billing
and collections are reconciled.
This specialist is responsible to reconciling all
collections by matching receipts to the correct permit or
alarm fee. The specialist will report results on a daily
basis to the Accountant. This role will also assist with
citizen service when not fulfilling specialist roles.
This specialist works specifically to reduce the number
of false alarms by contacting false alamn high offenders
and working with the security companies. The specialist
sends out email notifications and initiates auto dialers to
notify high offenders on a periodic basis. The specialist
also sends citizen animated multimedia voice enabled
CDs to repeat offenders. This specialist also handles all
the permit revocations per city ordinance.
Customer Service Specialists are responsible for
answering all incoming calls and providing resolutions.
Citizen inquiries include permitting, billing, ordinance,
revocations, hearing, appeals, and special assistance
with online application processing. Citizen Service staff
also performs outgoing calls to follow up on outstanding
payments.
This specialist will coordinate citizen collateral with City
Staff. The document specialist will develop key
messaging with the City and incorporate this into the
existing FAMS module. This includes gaining content
approval for all mailings, email and voicemail
communications. and marketing campaign material
v
) PM AM IftIC
F l orow
Corporation GOLD CERTIFIED
Key Personnel Resumes
Pankaj Kumar
Chief Executive Officer
Panka K PMAM.com • 972 -831 -7401
22 years of experience in overseeing the operations of large multinationals
Chief Executive Officer
PMAM 1999 - Present
• Generation and ratification of ideas for new services to drive growth
• Market positioning and strategic direction of depth and quality of services
• Maintain a three to five year vision for organizational growth with a build as you go
philosophy
• invest in new technology and projects that bring deliver customer satisfaction such
as FAMS and CMMi Level 3
• Installed division heads and delegated authority for operational development while
still providing meaningful oversight
• Constantly making progress on the IT value chain by launching new services and
products.
• Operated on a cash positive basis with no debt since inception
• Vertical focus on three major verticals City Government, Health care and Insurance
Chief Executive Officer, World wide - North America, Europe & Asia
Birla Consultancy and Software Service (now PSI Data Systems) 1996-1999
• Oversaw complete IT departments of a CMM5 and ISO company
• Undertook initiatives worth millions of dollars
• Formed partnerships and joint ventures with world renowned software companies
• Initiated work with global IT leaders on management and consultancy projects
o The Mackenzie Group, KPMG, Booz Allen Hamilton, PWC
• Grew the company over 300%
Oversaw the implementation of large time critical projects like Y2K
IT Head, various companies of Aditya Birlai Group
Thailand and India Operations
1989-1995
• Oversaw the development of major company initiates
• Developed strategies, policies and procedures across Departments for Thailand and
India
• Oversaw the development of several ERP applications
• Coordinated activities with external consultant companies
IT advisor to Chief Minister of Madhyapradesh
1998 -1999
• Appointed position (equivalent to US Governor) of an Indian state
• Brought in Gardner Research Group to assist with implementation
• Planed the complete IT strategy for the state and all its departments
• Facilitated Interaction between Chief Minister and Bill Gates
Education, Training, Honors, Certificates
Bachelor of Commerce, 1984
3 PM AM
corporatian GOLD CIERrIVIEa
Psrta� r
George Robertson
Director, Public Safety
GeorgeR@PMAM.00m • 972 - 831 -7404
16 years Law Enforcement Experience
Director, Public Safety Operations, PMAM March 2008 — Present
• Will dedicate time to deliver FAMS to the City of Conroe
• Coordinate all operational activities of the Public Safety Division administration staff
• Ensuring customer satisfaction
• Host sales conferences and product demonstrations
Captain Richardson, Texas Police Department 1992 -2402, 2003 -2008
• Oversaw the operation of the Patrol, Investigative, and Special Operations Divisions
• Extensive experience at Major Case Management Systems
+ Liaison with FBI for terrorism and Homeland Security issues
• Developed strategies, policies and procedures for deployment of Division activities
• Coordinated Police Department activities across all City Departments for special
events
Captain, Screening Operations Director 2002 -2003
U.S. Department of Homeland Security Dallas Love Field
• First Law Enforcement Officer hired in the history of TSA
• Created the TSA Dallas Love Field Critical Incident Response Network
• Created Law Enforcement Division directives, policy, procedures
• Coordination of staff "Right- sizing" effort, resulted in a 14% reduction of workforce
• Managed airport security risk assessments
+ Coordinated airport security with USSS on protection details for President Bush visits
to Dallas
• Manage the implementation, performance, and enhancement of security standards
• Coordinate interaction between Federal, state and local law enforcement
Education
Masters of Public Affairs — Public Management, The University of Texas — Dallas'07
Training, Honors, Certificates
• Over 65 Richardson Police Department and citizen commendations
• Over 2400 hours of local and federal law enforcement training
• Leadership Command College,
Law Enforcement Management Institute of Texas, 2006
• Federal Law Enforcement Officer Academy
Federal Law Enforcement Training Center Glynco, Georgia 2002
• Master Peace Officer- State of Texas, 2002
• Institute for Law Enforcement Administration -72nd School of Police Supervision,
2001
• North Texas Regional Council of Governments Police Academy,
PM AM � f
Corpora ti oft c�vio cERTIFrEP
Sathish Chinaswamy
Director, National Sales Division
SathishC @PMAM.com a 972- 831 -7407
18 years Experience with 9 Years in County Government, 8 Years Corporate
Product Delivery
PMAM Corporation
Manager, National Sales Division, 2006 — Present
• Plan and manage the coordinated sales of FAMS staff ensuring city satisfaction
• Identifying and generating new prospects /clients
Ensure efficient customer on boarding and continuous support of ongoing city
specific activities
• Coordinate city accounts with relevant stakeholders in the City
• Host onsite and web based sales product demonstrations
Focus InfoTech, Inc,.
Director — Business Development 2002 -2006
• Responsible for Document Management product and services of Business Process
Outsourcing (BPO) to mid sized companies in the U.S.
• Target clients range from the public sector to fortune 1000 companies.
• Coordinated projects included Migration, Data Warehousing, Application Re-
Engineering, Product Testing and Business Process Outsourcing (BPO)
• Initiated and manage the sales division for specific market segments
• Responsible for selling consulting/staffing needs
Software Systems and Solutions Inc (3S)
2000 - 2002
Business Development Manager.
• Directed business development, existing client management, acquire new clients in
the Midwest,
• Business development including generation and closing new deals
• Product Marketing and Document Management
• Process fine- tuning of SAW development and consulting services to clients in USA,
using the ISO 90001CMM level 4 certified software development factories of SRA
DuPage County, I{! Planning and Development Department
1990-1999
Principal Planner /Economic Development Director
• Planning, Co- coordinating & Implementation of all county business plans and policies
+ Review business plans and offer authorized government incentives to new
businesses planning to move into the county
• Maintained and implemented an in house Growth Monitoring system to monitor the
current infrastructure and forecast future business and demographic trends
• Specifically in charge of the 1 -88 Technical Corridor
Education, Training, Honors, Certificates
Masters Business Administration (MBA), Eastern Kentucky University, 1986
Bachelor Business Management (BBM), University of Mysore, 1982
Burl Jernigan
Government Liaison, PMAM Public Safety Operations
BurlJ@PMAM.com • 972 -831 -7452
�J
PM AM AIAM-- U16 .
Corporation GOLD CERTIFIED
Partner
30 years Law Enforcement Experience
PMAM Public Safety Operations
Government Liaison, 2008 - Present
• Coordinate fee collection opportunities of the Public Safety Division
• Liaison with Political, City and Police Executives
• Marketing collateral development
• Research and develop new public safety software solutions
• Coordinate activities of FAMS Court Fee staff
Dallas County Constable Precinct 5
1975-2001
Dallas County, Texas
• Served and was elected to five terms
• Supervised a staff of over 35 sworn and civilian employees
• Handled all facets of court procedures including government fee collection
• Developed Citizens Police Academy Program
• Planned, received funding and implemented a bicycle patrol unit
• Responsible for performance appraisal, budget, scheduling, discipline and
compensation
• Directed use of investigative techniques and procedures
• Team Leader and Class instructor
Police Officer
1968 -1972 Dallas Police Department
• Performed full range of law enforcement functions
• Patrol shift Commander
• Developed strong interview skills and secured numerous confessions
• Often recruited to lead or participate in Nigh profile investigations
• Investigated persons, fraud, theft, burglary auto theft and neighborhood crimes
Education, Training, Honors, Certificates
• Invited to the White House to visit with President Clinton to discuss local crime
issues
• Over 65 Dallas County citizen commendations
• Master Peace Officer- State of Texas,
• Over 1200 hours of local and federal law enforcement training
• Dallas Police Academy, 1968 and 1971
• Southwest Texas State University - Texas Court Justice Training Center - 20 hour
Civil Process Seminar - September
• Texas Commission on Law Enforcement Officer Standards and Education -
Advanced certificate
• Bachelor of Arts — Criminal Justice, Bishop College - 1979
AC) PM AM ft'
Cnrporatiott GOLD CER'nFIED
Robert W. Taylor, Ph. D. Paraw
Executive Director of the W.W. Caruth Jr., Police Institute at Dallas
PMAM Research and Development
BobT @PMAM.com s 972 - 831 -7450
30 years of experience conducting comprehensive plans, formal agency strategies,
organizational assessments and evaluations, and staffing studies for police agencies. In
March 2008, the Academy of Criminal Justice Sciences presented Dr. Taylor with the
2008 O.W. Wilson Award 'in recognition of his outstanding contribution to police
education, research and practice.'
Dallas (Texas) Police Department, 2004 - Present
• Created $9.5 million Caruth Police Institute at Dallas serving the training and
research needs . The Institute represents a national "think tank" on urban policing,
and is located at the Dallas Police Department Headquarters. (2008- future)
• Developed and initiated the Metropolitan Operations Support and Analysis
Intelligence Center — MOSAIC (Dallas Fusion Center) through large Homeland
Security Grants (2008).
• Conducted an Analysis on Racial Profiling (2004, 2005, 2006, 2007)
• Conducted an Information Systems Review (2007)
• Assisted in the development and evaluation of various patrol deployment plans
(involving disruption squads, "hot spot" policing, gang interdiction groups, and
directed patrol efforts) for the Dallas Police Department over the last ten years..
Eugene (Oregon) Police Department, 2007
• Comprehensive Staffing Needs Projection Plan (2007)
Dallas County (Texas) Criminal District Attorney's Office, 2003 -2006
• Staffing Analysis and Study Report with Recommendations (2005 -06)
• Budget, Staff Salary and Workload Analysis (2005)
• Organizational Review, Analysis and Evaluation (2003)
Chicago (Illinois) Police Department, 2005
• Review of the Office of Professional Standards and Internal Affairs Unit for the
relating to the processing of citizen complaints by the Chicago Police Department
Fort Worth (Texas) Police Department, 2000
• Operational Analysis of the Fort Worth Police Department
o Research team developed the Patrol Allocation and Staffing Report
o Primary workers on the Evaluation of Investigative Staffing
Minneapolis (Minnesota) Police Department, 1995
• Conducted a review of the department's Records and Communications Division
developing specifications for a completely new system through the Police Foundation
0 hilghted Proiects
ISM AM A�It'
Corporation 20LOCERTEFEEP
In addition to these major projects, Dr. Taylor has been the team leader in directing fttCteEr
another 25 studies focused on the evaluation and/or review of individual police
departments. Many of these studies included organizational reviews and assessments
of specific units within the department.
Dr. Taylor is also a prolific educator and trainer, having conducted over 200 individual
seminars at various police departments around the world, working as a private
consultant and with the U.S. Department of State. Within the United States, Dr. Taylor
has conducted management and administrative seminars, crime specific seminars, and
operational tactics seminars both as .a private entity and as a consultant for the Institute
for Intergovernmental Research, U.S. Department of Justice. Projects have been
presented for the following local police departments:
• Los Angeles, CA Police Department
•
Miami, FL Police Department
• San Diego, CA Police Department
•
Tampa, FL Police Department
• Santa Barbara, CA Police Department
•
Orlando, FL Police Department
• San Jose, CA Police Department
•
Seattle WA Police Department
• Louisville, KY Police Department
.
Boston, MA Police Depa rtment
• Las Vegas Metropolitan, NV Police Department
•
New Orleans, LA Police Department
• Charlotte- Mecklenburg, NC Police Department
•
Baton Rouge, LA Police Department
Madison, Wl Police Department
•
Phoenix. AZ Police Department
• Newark, NJ Police Department
•
Atlanta, GA Police Department
• Nashua, NH Police Department
•
Indianapolis, IA Police Department
• New York Police Department
Hiahliohted Publications
• Police Patrol Allocation and De to t (Upper Saddle River, N.J.: Prentice -Hall,
2009)
• Criminal__ Invesduation 11P edition (New York: McGraw-Hill, 2009) This is the
landmark textbook in the field of criminal investigation.
• Police Administration: Structures. Processes, and Behaviors r edition (New
York: Prentice -Hall, 2008) Currently used in over 500 universities (including
Harvard, Rutgers, Michigan State, Sam Conroe State Universities) and police
departments across the nation.
• Juvenile Justi • Policies, Pro and Practices, 2 " edition (New York:
Glencoe/McGraw -Hill Press, 2007)
• Di ital Crime and Digital Terrorism (Upper Saddle River, NJ: Prentice -Hall, 2006)
The second edition is in progress.
• "Racial Profiling: Toward a Standardize Collection, Analysis and
Dissemination Method," (Denton, TX: PDI, Inc.) February 2005
• "Civil Liability and Criminal Justice Administration," Journal of Contemporary
Criminal Justice (Volume Editor), May 1988.
Education
Portland State University (Doctor of Philosophy -1981)
Michigan State University (Master of Science -1973)
v
C
4 V_
PM AM Aft 00 .
corparation GOLDCERTIFIED
Eric J. Fritch, Ph.D.
PMAM Research and Development - Associate Professor, University of North Texas
EricF @PMAM.com • 972- 831 -7451
18 years Academic and Law Enforcement Experience
PROFE5 ION& EXPERIENC
Date Position
1996 - Present Associate Professor
1994 -1996 Assistant Professor
1991 -8194 Assistant Instructor
1990 -1991 Drug Counselor
1989 -1990 Police Officer
MAIN AREAS OF INTEREST
Qroanigoon
Lo cation
University of North Texas
Denton, TX
St. Edward's University
Austin, TX
Sam Conroe State University Huntsville, TX
C. C. Drug Abuse Council
Corpus Christi, TX
Rockport Police Department
Rockport, TX
Organizational Assessment Gangs and Intervention Strategies
Police Patrol Staffing Law Enforcement
Evaluation/Appraisal Research Criminological Theory
Impact of false alarms on staff deployment Legal Issues in Criminal Justice
Juvenile Justice Research Methods
PROFESSIONAL, SCHOLARLY CREATIVE AND ACTIVITIES
• PMAM Principal Investigator - "Competency Based Appraisal Systems," 2006 -
Present
• Research Associate - "Dallas Police Department Fusion Center Development,"
2008 - Present
• Principal Investigator - "2007 Texas Auto Theft Report." Funded by the North
Central Texas Council of Govemments ,2007.
• "Public- Private Partnerships. A Solution to the False Alarm Problem.'to be
published in the IACP, Police Chief Magazine, 2009.
• Research Associate -"Developing Standardized Racial Profiling Data: Collection,
Analysis, and Dissemination." Cedar Hill, Dallas, DeSoto, Duncanville, and
Lancaster through the office of Senator Royce West, 2004
• Principal Investigator - "An Evaluation of the Texas Youth Commission -
Research Associate = An Analysis of the Fort Worth Police Department." City of Fort
Worth, Contract Period, 2001
• Research Associate - "Dallas County District Attorney's Office: Budget, Staff, and
Workload Analysis." Dallas County District Attorney's Office, 1999
• Research Associate on "An Analysis of the Texas Crime Victim's Compensation
Fund: Predictors of Access, Utilization and Efficiency." The State of Texas
Attorney General's Office, 1997
PUBLICATIONS
Books
Committee. 2004 -2007
Refereed Joumal Articles
Committee. 2006.
Book Chapters and Edited Volumes
Technical and Grant Reports
Non - Refereed Publications
Other Works
Co_ llege Service/Committees
3 Chair, Graduate Scholarship
25 Promotion ,Tenure Document Rev.
14 Grievance Committee. 2005 -2007.
16 Awards Committee. 2004, 2005, 2007.
5 Space Committee. 2003 -2005
25 ADA Liaison. 2001 -2005.
partn&
4niei Gracious
Y PM AM eft'
L.orporation GOL ^ „ D CERT1F#ED
pannef
General Manager Software Development Operations
OnielG PMAM.com • 972 -831 -7405
9 years IT Development, Management Experience
General Manager, Software Development Operations, PMAM 2001
- Present
• Project management: initiating, planning, executing, control and closure processes
• Provide leadership, execution and control of division performance
• Initiation of planning, proposal writing and ensuring quality processes
• Estimation using I=PA, and use case points, PUTNAM and other techniques, PDA
development Coordinate human resource ,performance appraisals and recruitment
activities
• Develop sales strategies for developed applications
• Direct personnel management and industrial relations with PMAM partners
Team Leader, Asterix Softech Ltd,
2001
• Lead a Team of 15* developers to create the Insta Teller Service Application
• The Insta Teller service solution provided a low cost replica of today's ATM
• Integrated the existing proprietary software of partner banks on a real time basis
• Created software to authenticate users thumb impressions taken by a bio scanning
device
Software Programmer Infra Apex InfoTech, Webtech
1999 -2001
• Successfully architected and managed key projects on the Manufacturing and Retail
verticals
• Elevated to a Technical Head, managing a team of 5 Web Developers
• Direct report to the Managing Director
Skills
ASP.NET, VB.NET, C#, VS2003 /2005.ASP 3, Visual Basic 6.0, COM, SQL Server 2005,
Windows 9x / NT 1 2000 / Server, Project 2000,BizTalk, Share Point, HIPAA
Accelerators, PMI Project Management processes, Agile, SCRUM, Xtreme
Programming, OOAD - UML, Design Patterns, Offshore Project Management.
Education, Training, Honors, Certificates
• Masters of Science — Information Technology
•. PMP Certified Project Management Professional
• MCPM Gold Medalist from S.P ,lain College of Management & Research
• Six -Sigma Green Belt from Bench Mark Six Sigma.
• Microsoft Certified Developing Web Based Application with C#
• Microsoft Certified Visual Basic Desktop 6.0.
• Microsoft Certified Visual Basic Distributed 6.0.
• Sun Certified Java Programmer 2.0.
• CMMi Ver 1.2 Process Overview training from CUNIX Infotech Pvt_Ltd (SEI Partner)
• Quality Audits and Measurement Analysis training from CUNIX Infotech Pvt.Ltd (SEI
Partner)
n
Nandkumar Lad
A PM AM M —0Aa.
Carporatia+s GOLDCIERT1FIEl)
�rtr�
Manager — National Technical Operations
NandkumarL PMAM.com • 972- 831 -7432
1t1+ .years of experience in Project Management and System Architecture with
extensive experience building and leading team managers, team leaders, teams of diverse
individuals and applications, all working together to achieve mutual objectives.
Manager— National Technical Operations, PMAM 2004- Present
• Manage all it requirements for medium to large software enhancement and fresh projects
• Responsible for all project management activities, including budget, tasks, schedule,
scope, issue, risk and change management
• Managing and leading the project managers, leaders, project team
• Design and develop program specification in coordination with client project manager
• Developing and maintaining a detailed project plan and managing project deliverables
InIbSoft Software Services, Software Programmer, Project Leader 2003—
2004
• Design and development of application
+ Estimating of time required for completion of task.
• Recording and managing project issues and escalating where necessary.
• Managing project scope and change control
ShawMan Software Enterprises, Software Programmer, Team Leader
1998 —2003
• Developed and programmed interactive content for applications
• Team Leader for the projects.
• Monitoring project progress and performance
Projects:
• Records Management System
• Computer Aided Dispatch System
• Web Based E- Studio Portal
• Order Processing System (Pocket PC based desktop application).
• Desktop Version of Bug Tracking System.
• Timesheet Management System, Travel & Expense System, Internet Pricing
Skills
ASP.NET 1.011.0, ASP.NET 2.0, VB.NET, C#, VS2003 /2005.ASP 3, Visual Basic 8.0, Web
Services, Microsoft Visual FoxPro 7.018.0, COM, SQL Server 7.01200012005, Windows 9x /
NT 1 2000 1 Server, Project 2000, Microsoft Visio, PDA Development, BizTalk,
Methodologies: Agile, PMI Project Management, SCRUM, Xtreme Programming, OOAD -
UML, Design Patterns, and Offshore Project Management, XMLIXSLT, Estimation using FPA
and other techniques, MS Access 2000, Visual Source Safe, MTS, COM +, ActiveX, CMMi
Process Framework, Testing Methodologies, Oracle, MS Project Management, UML, Linux,
Java, Java Server Pages & Serviets (JRUN), JDBC, Java Beans, RMI, GLUE. Visual C + +,
ATL, Visual Source Safe, Use Case Points Estimation, Great Plains.
Education, Training
Masters of Science - IT Kuvempu University * GNiIT — 3 years Software Program • PMI
Project Management Institute Training * Web Technologic in Con- Course in Web Based
Application with C# • E- Commerce Convergence from NIIT * MS SQL Server from Maestros
PM. AM AMC- -Soft
Corporarian GOLD CERTMED
Kaushik Shah
Project Manager,
KaushikS @PMAM.com • 972 -831 -7406
10 years Software Development, Project /Program/ Delivery Management
Experience
Project Manager, False Alarm Management Solution Software PMAM 2002 — Present
• Responsible for the origination of 10+ FAMS partner communities
• Coordinate client interaction and scope definition
• Design FAMS program specification
• Create project plan and monitoring deliverable as per milestones
• Work closely with customers and coordinate with software team
• Developed and Implemented FAMS customizations and enhancements
• Manage change control
• Monitor project progress and performance
• Identifying testing needs and devising and managing testing requirements
• Worked on all phases of Project Management including project Initiation
• Project/Program /Delivery Management with medium to large enterprises
• Experience in managing OnsitelOffsite teams
Prism Software Solutions tggg _
2002
Senior Programmer
0 Planning, executing, monitoring, controlling and dosing large projects
• Managed projects working on all phases of SDLC
• Scope monitoring, issue management, and risk assessment
• Worked on all phases of software programming
• Managing Client Relationships for medium to large software projects
• Ensure compliance of project procedures and standards.
Skills
Project Management_ Initiation, Planning, Executing, Control and Closure Processes
ASP.NET 1.011.0, ASP.NET 2.0,
VB.NET
C#
VS200312005.ASP 3
Visual Basic 6.0
Web Services
COM
SQL Server 7.012000
Windows 9x / NT !2000
Microsoft Visio.
MS Access 2000
Visual Source Safe.
Education, Training, Honors, Certificates
fff Bachelor of Commerce
► Advanced Software Engineering
PM. AM YIDwSOff"
Corporatton GOLF►IIERTIFIED
5 PROPOSED HIGH LEVEL STRATEGY
AND OPERATIONAL PLAN
PMAM's comprehensive alarm management solution is built upon 4 key
components:
False Alarm Management Solution
n
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r
False Alarm Management System (FAMS)
FAMS is a fully web based, PMAM proprietary alarm administration services
system. It is comprised of the software systems and processes to manage
Conroe's False Alarm Administrative Services as outlined in the RFP. The
FAMS software stands on 11 process areas to provide the systematic backbone
to manage Conroe's alarm management services. Details of each FAMS
process area is provided in section 6.
Customer Service Center
PMAM Customer Service Center has 9 unique processes made up of service
center team selection, various support applications that are fully web based and
integrated with FAMS and a comprehensive customer focused methodology to
provide excellent service to the residents and businesses of Conroe.
Billing and Remittance Center
PMAM's Billing and Remittance Center is a series of process integrated with the
FAMS system that will result in an effective and efficient billing and remittance
service the City of Conroe. The billing center uses mailing, accounts
reconciliation, cash collection process and secured payment gateway to manage
the billing and remittance process.
Business and IT Processes
PMAM has made significant investment in public safety research partnerships
and attaining several world - class, industry leading software development
certifications. PMAM uses this expertise to constantly improve and create new
innovations for its alarm administration processes and supporting systems.
PM AM
M . ,. .... C orporation G0L0 C 6M'rtF1EC
P�rrtaa'
6 FALSE ALARM .ARM MANAGEMENT
SOLUTION OVERVIEW
PMAM's False Alarm Management Solution (FAMS) comprised of 91 core
processes to provide comprehensive alarm administration services to the City of
Conroe. FAMS will perform the following processes as required by the RFP's
statement of work:
K CAD Interface
X Permitting
X Billing
X Collections
X Skip Tracing
4 Citizen Side Self Service Web Portal
X False Alarm Reduction Processes
X FAMS Hearing and Appeals
X Security Company Customer
Information Integration
X False Alarm Reduction Education
Processes
X Reporting
X FAMS Functional and Technical
Ability to Meet RFP Requirements
The following diagram represents the processes to be performed by the FAMS
system. Flow lanes represent primary service areas as citizen, administration
and police service areas,
t
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Alarm
Reduction
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City of Conroe False Alas - m Management Proposal I Page 26 of 81
6.2 CAD System Integration
As a result of our understanding of public safety
systems, FAMS is easily configurable to any CAD
system such as Conroe's CAD system. FAMS also
interfaces with Motorola, OSSI, VisionAir and SunRidge
CAD systems, to name a few. PMAM's FAMS system is
capable of meeting the CAD system data interface
requirements as laid out in the RFP.
PMAM considers the required interface process to be
simple setup given PMAM's experience in writing sound
processes per CMMi's capability maturity model.
PM AM
Ga ►poratian COLD CERTirr EP
pan'., -
The programs established for the Conroe processes will
accomplish two primary goals pertaining to the
specifications laid out in the RFP. The two goals are:
1. Download Conroe's false alarm incident data from
the established FTP site and integrate into FAMS.
PMAM is confident that the City's CAD interface
integration will be a seamless part of the project implementation. PMAM's use of
CMMi Level 3 processes and Microsoft certified software development expertise
will be leveraged to ensure the CAD integration is performed flawlessly. Our
CAD integration processes have been perfected through integrating FAMS with
over 17 cities. We are able to complete the integration processes with minimal
support from the City's Information Technology division.
7
PM AM
Corporatfon GOLD CERTIFIES
LMO " l n Pamw
1000W Exam le
Step 1: File imported from FTP site into False Alarm Management Solution
r7m; Select the data file
Select file. Format of the file name
,IL
should be (Date) Alarm Incidents
Step 2: FAMS "Auto Match Incidents" Gadget
Step 3: Generally 90% of incidents are auto matched-
11
Step 4: Remaining 10% of the data matched manually.
Visual assistance is provided for reconciling events.
The remaining incidents are matched as non-
compliance sites and action is initiated as required in
the ordinance.
2.
3.
I. PMAM's technical project staff will develop SQL
procedure programs that are executed by police
department personnel to make programmatic
transfers of the False Alarm Incidents into an
electronic file that is emaiied by the agency to
PMAM.
The agency will be provided a secured VPN
connection from its CAD to FAMS Data Base
Administrator (DBA)'s based in Dallas office. All
PMAM database administrators have passed a
"Live scan" fingerprint background in Texas as
part of the data security process. This DBA will
extract data from the CAD system and
download it into FAMS' data repository.
Meet agency established IT department guidelines for PMAM to provide
written specifications along with step -by -step instructions to download the
relevant False Alarm Incident Data.
6.3 Permitting
The FAMS Document specialist will review the existing permit registration form
and work with the Conroe city officials to finalize the permit registration form that
meets with all the requirements of the city ordinance.
PMAM has studied the permitting information as laid out in the RFP as well as all
the reporting requirements. PMAM has verified all these requirements currently
reside with its FAMS software and current reporting capabilities.
PMAM's security company self service web portal will enable security companies
to purchase bulk permits as well as manage the escrow account if required.
Permit registration can be applied on -line, paper applications can be requested
from FAMS staff by calling or citizens can download the application from city
website.
PMAM's analysis suggests that the City of Conroe should have significantly
higher revenue opportunity that is currently not being captured. PMAM feels
confident of achieving 95 %+ compliance among the willing citizens.
PM Am Affenm4f1
Corporation GOLD CERTIFIEI
P�strrx
In the past, PMAM has taken the following approach for building client CAD
interfaces:
We have helped city of Allen accomplish 300% revenue increase from permit
compliance and city of McKinney accomplish 100% revenue increase from permit
compliance.
PMAM.
CorpoFatson OOLD CERTIFIED
Poor"
6.3.1 New Permits
The FAMS program processes new registration applications for both residential
and commercial alarm users. Citizens and businesses can apply online for permit
registration or can use traditional paper applications.
FAMS customer service staff is always available during regular business hours
(8AM 5PM CST) to handle any questions and provide assistance to Conroe's
citizens /businesses. Our Customer Service Specialists are trained to provide
with step -by -step guidance for the completion of the application process. This
service will be available in English and Spanish.
6.3.2 Enforcing Compliance
FAMS processes are capable of finding residentslbusinesses that are non-
compliant with the city alarm ordinances. PMAM will send alarm registration
applications to these non - compliant residents and businesses and provide them
the choice of applying on -line or by sending the filled application.
All such non - compliant alarm locations receive two reminder and two phone calls
until permit compliance is received. Our experience has shown that a very high
percentage, over 90 %, of people become compliant as a result of this effort.
6.3.3 Permit Renewal
The USPS estimates that 18 — 20% of people change addresses each year.
Renewal processing is integrated with PMAM Pitney Bowes mailing technology
to ensure efficient and accurate delivery of renewal invoices. This process is
detailed within the Business Processes Overview.
FAMS business rules driven, automatic billing processes generate invoices and
takes care of the permit renewal process. PMAM has several reports that are
executed by the Customer Service Specialist to ensure all permit renewal
notifications have been processed. FAMS permitting processes to satisfy this
requirement include:
• Permits requiring renewal in the upcoming month automatically generate
permit renewal invoices to residents and businesses the previous month, if
permit holders have not paid for renewals beforehand using the citizen self
service web portal.
. FAMS utilizes business rules driven processes to issue ordinance notices
and permits applications to all alarm holders that have false alarm
incidents that are not matched to permits in the FAMS system.
• FAMS automatically generates first follow up and second follow up letters
to non - compliant alarm holders, if they do not complete permit
applications.
• If residents and businesses do not complete alarm permits after mail
correspondences, FAMS automatically generates a report for Customer
9.4 Certifications and Recognitions
Additionally, PMAM has more recognized
technical certifications and recognitions than any
other company providing alarm administration
services. To achieve our objective to constantly
deliver quality services to our customers and to
identify further areas of improvement, PMAM has
achieved the several IT Awards and
certifications.
✓ SEI CMMi Level 3 Certified Company
✓ Microsoft "Sequel 2005 Front Runner
Status"— Only 185 companies worldwide
✓ Microsoft Gold Certified Partner
✓ Microsoft ISV (Independent System
Vendor) - Under 12 % of Microsoft
partners have achieved this level
✓ Microsoft Custom Development Solutions
Competency Certification
PM AM - - ---Soft.
COrparatton GOLD ERTIFIED
parvw
PMAM was appraised to be CMMi Level 3 and received its official
Is designation on October 24 t `" 2008. Very few companies worldwide are able to
attain this prestigious certification. This achievement is similar in scope and
commitment as CALEA for law enforcement or Six Sigma protocols.
We are a Microsoft Gold Certified Partner, a designation that is the highest
endorsement from Microsoft and is earned by only a select group of elite
Microsoft business partners that can demonstrate the robust, efficient and fully
scalable implementations of Microsoft technologies. To obtain this status,
developers must have the knowledge, a large inventory of skillful people and a
commitment to implement cutting edge technology that matches current business
needs. None of our competition can claim this accomplishment.
PMAM is a Microsoft ISV (Independent System Vendor) Partner, officially
certified as being equal to/better than Microsoft's own competency. Because of
the stringent third party evaluation process, less than ten percent of Microsoft
Certified Partners have earned ISV status.
We are a proud recipient of Microsoft "Sequel 2005 Front Runner Status" a
recognition granted by Microsoft to. only 185 companies worldwide. This status
indicates that PMAM was able to quickly study, build and deploy applications
using the secure MS SQL Server. 2005. This puts PMAM DBA's in unique
position to write the most efficient SQL programs to interface with CAD
databases.
0
We have achieved Custom Development
by Microsoft. This means that PMAM can
through application architecture, database
application quality assurance.
PM AM AN
C.0tp6GdttQll GO CIERTIVE
Solutions Competency certification
provide unique customer solutions
design, software development and
PM AM 8 P1 I 1- 11 - FAF&'
Ccrporatton QOLDCER'r
Partrrer�� T
10 IMPLEMENTATION PLANNING
0 10.1 Implementation Plan Overview
PMAM has developed an implementafion plan for
establishing best practices for configuring, testing and
launching FAMS and all support systems including CAD
interface and all alarm administration processes required in
fulfilling Conroe's alarm ordinance, a great citizen service
and coordination with security companies. This
implementation process has been perfected through the
experienced gained while working with many cities and
municipalities across the United States.
The efficiency of the implementation timeline rests with the
ability to configure and complete implementation by
concurrently implementing process areas. For instance,
PMAM will have two teams working simultaneously with city
officials for CAD Integration and data conversion. A third
team will provide oversight of deadlines of these teams,
which is detailed in this implementation section.
F ,
11
4c-) A M ' MM08Ofi
Gorporatton MOLDOERTFFIEQ
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10.2 On Boarding and Implementation Process
PMMA will utilize 10 phases to complete Conroe's FAMS implementation. Once
each area has been certified as complete, Conroe's alarm administration
services will be ready for launch. The FAMS on boarding process includes the
following phases:
71 Onboard Start Up X Payment Processing Setup
X Data Integration Process X Document and Communication
X Software and Hardware Finalization
Configuration X Public Relations
* FAMS Certification Testing X Program Status and Communication
>IoII FAMS Training Plan
X Go Live!
10.2.1 Steering Committee Implementation Processes
Onboard Start Up
Once the contract signing is complete, PMAM's Steering Committee will provide
complete oversight of the project's implementation and be directly responsible for
all start up phase activities.
PMAM will coordinate implementation activities with the City, Police Department,
Information Technology Division, Finance and other groups.
Key on -board start up phase deliverables and activities include:
1. Hold project kickoff meetings.
2. Introducing City and PMAM project staff.
3. Reviewing the project communication plan.
4. Gaining agreement on the detailed project implementation plan.
14.2.2 Data Integration Process
Data Integration_ Process
PMAM's Technical Team will be responsible for the Data Integration process.
While working directly with Conroe's information technology team and current
vendors, PMAM's technical team will develop the processes and procedures to
accurately import all the required data sets into FAMS data repositories. This
also includes all data transfer scripts, frequencies and interface requirements.
PMAM has preexisting SQL stored procedures to facilitate the data integration
process. These data scrubbing programs are used in an iterative manner. As
data records are rejected by basic authentication methods, those records are fed
into more detail authentication procedures in an effort to correct authentication
PM AM
CorpordEi6n GOLD CERTIFI
�irrer
errors. If any data record is unresolved through the iterative data cleansing
process, those records will be manually resolved.
The data integration phase will finalize the following:
1. Creating data migration plans and data feed specifications for CAD,
GIS, permit, false alarm incidents, and outstanding bill data.
2. Executing all data migration activities and establishing the permanent
data feeds between FAMS and City systems.
PMAM and the City will agree on processes and procedures to
integrate Conroe's CAD data with FAMS. This includes data
rg„
exch ange between each o data repositories.
Processes for capturing the City's GIS updates will be agreed
upon and created. These processes will ensure all GEO data
as updated by the City is available to PMAM on an ongoing
basis.
PMAM will export the City's existing permit data into the FAMS
system with the coordination of the current vendor. Transfer file
formats will be agreed upon before the export takes place.
As the data transfer takes place, PMAM will ensure all address
information is authenticated against the GIS information. Any
permits that are not authenticated will be examined by PMAM
and the City of Conroe to determine proper address information
before included into FAMS data repository.
PMAM utilizes special SQL stored procedure software
programs to identify addresses that should contain suite and
apartment numbers. These programs ensure all such
addresses will be stored correctly on the initial data transfer.
All false alarm incident data for the previous 18 months will be
exported into FAMS through coordination with the City's IT
department and existing vendor. These data records are
matched against the permitting and GIS information.
PMAM will also identify a list of non compliant addressees
through this process. Once the program turned up, these
instances can immediately be acted to attain permitting.
PMAM and the city will need to establish a data format for the
exchange of billing information since it has not been included in
the RFP. Secondly, a cutoff date in which actual billing data will
be transferred will need to be determined.
C PM AM
Corooratfan OOLO CERTIFIE y
r3 -f-
Before the established cutoff date, billing data test runs will be
�. performed to ensure the data is being imported into FAMS
accurately. The final billing data will be imported into the
production system approximately 1 week prior to the billing
cutoff date.
Software and Hardware Configuration
The technical support team will setup the Rackspace dedicated environment by
configuring the FAMS software and hardware requirements. All system
environment, security and encryption protocols will be developed as the technical
architecture is described.
After the hosting environment is completed, the technical team will deploy the
FAMS software and all other software components used to operate Conroe's
alarm services. Once deployed, the systems will be customized; data will be
tested and verified internally by PMAM to ensure it is functioning as per the City's
requirements. Finally, the technical team will work with the City to complete final
walkthrough verification on all software elements to certify they are ready to
move into production as live systems.
The final walkthrough will include software and system setups for FAMS software
components, citizen self service web portal, Customer Service Center
productivity applications, and security company self service web portal.
FAMS Certification Testing
PMAM will perform software certification testing to ensure FAMS functionality is
fully operational before launching services. The software certification plan
includes the following testing approaches:
Once the verification phase is complete and PMAM has
identified areas of FAMS that need to be modified for
Conroe's services, it will be necessary to conduct this test to
establish that all parts of the application are working
correctly and the interfaces between modules are seamless.
External Function testing certifies that all external systems
interacting with FAMS are performing as expected. Testers
will complete a series of tests that reflect end user actions.
P---%
11
14
FAMS Trainin
PMAM has developed a comprehensive training program to assist all
stakeholders achieve system and process understanding. This training will be
delivered to City staff, the police force, and city manager employees requiring
access to the FAMS system. The full training program has been included in the
attachments section.
PM AM WWAM
tarparation - GOLD CERTIFIED
�rEtz�er
SOLD CERTIF
Pamet
Payment Processing Setup
PMAM's project manager and Conroe's project manager will complete all
payment processing and collections setup requirements. These activities include
having bank authorization and confirming the automated payment gateway is
configured to the proper financial accounts.
Document and Communication Finalization
PMAM's document specialist will coordinate with City staff the finalization of all
outgoing alarm administrative documents, forms, communications, and web site
portal content that will be sent to citizens or program partners. This process will
also finalize and prepare all citizens outreach marketing materials.
Documents and communication content finalized in this phase include:
1. Citizen communication plan
2. Security company communication plan
3. Alarm permit layout finalization
4. Invoice format
5. Citizen outreach for noncompliance (people operating alarms with a
valid permit)
fi. Citizen self service portal website content
7. Security company self service website content
B. Customer service center call greetings and IVR scripts
9. Email content sent to citizens for false alarm reduction
1O.Voice mail message content delivered by auto dialer
Public Relations
The PMAM and City of Conroe outreach team will create a comprehensive
marketing and public relations plan as created and directed by City staff. The
program is designed to publicize the alarm ordinance permit program to as many
Conroe residents and businesses as possible. The plan will include program the
following elements:
1. Newspaper advertisement
2. Public announcements in community newspapers
3. Water bill inserts
4. Finalize content for the animated, multi -media education CD
S. Content of the False Alarm Reduction Academy
11
Fu
6. Work with city to develop Commercial N ad strategy
7. Newsletter updates and changes City website content
Newspaper Advertisement
PM AM AN 3 - fit
Corporation GOLO CERTIFIED
FW
City of Conroe False Alarin Management Froposal I Page 77 of 81
Water Bill Insert
PM Am A
Corporation GOLD CERTMEO
Parmw
All homeowners and business owners within the City of
Conroe are required by City Ordinance to register their
home and/or business alarm systems.
The annual registration fee for an alarm system is $xx
C.
Unregistered systems may be fined up to $500.00. To avoid
penalty, register your alarm system with the City of Conroe
by using one of the following options:
On -line registration by accessing
www.Ci ofConroe.o
Select Alarm Registration. You can pay on -line, or mail a
check to:
City of Conroe
Alarm Program
PO Box xx
Conroe, Texas 77305
You can also register your alarm system in person at
300 West Davis
Conroe, Texas 77305
If you need further assistance please call xxx- xxx -xxxx
Monday- Friday 8:00 am -5:00 pm
C
g PM AM 11aft IDSD
Corporation GOLD CERTIFI
-- P&-WW
Proaram Status and Communica i n Plan
PMAM's Steering Committee will work with City staff to create a program status
and communication plan. This plan will outline the types of status meetings,
frequencies and project communication paths for City staff and PMAM project
leaders.
The status and communication plan will include:
1. Steering committee and program improvement schedules
2. Project management status report formats and schedules
3. Police department status and feedback sessions
4. City Information Technology division updates
5. Program communication matrix with ARA director
6. Program communication and reconciliation with City Finance department
Go Live!
After all SOPS have been finalized and PMAM's technical team has completed,
tested and certified all FAMS applications and support systems, PMAM's alarm
administration services program is ready to go live. The FAMS application will be
migrated to the production environment and regression tested. Once complete,
Conroe's alarm administration will be completed migrated to the new service
model.
10.3 Implementation Project Plan
PMAM will create a project implementation plan to manage the City of Conroe's
FAMS on- boarding process. PMAM will work with the City to create the plan in
accordance with City staff availability and within dates and times most convenient
for the City. PMAM and the City will utilize Microsoft Project to manage
implementation tasks and timelines.
The following is an example of the MS Project Plan output that will be delivered
through this process:
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Pit AM ANC#080ft
Catporatian GOLD CERTIFIED
PrW
Tab 4 - Pricing and Terms
PMAM proposes a flat fee pricing structure for PMAM to operate the complete
False Alarm program to include the administration and collection of all alarm
ordinance related fees with the entire registration processes as described in our
response to the RFP.
PMAM proposes that the City of Conroe and PMAM shall share the revenue
generated from alarm fees as described below.
Pricing Proposal
Percentage
Share
City of Conroe
61%
PMAM
39%
• PMAM will have responsibilities for alarm program related process
• All stationery, paper, envelope, postage and all other administrative expenses
are included in this price
• PMAM is available to answer any question on this pricing model
PMAM considers the City of Conroe a premium partner and therefore will not
charge any start -up fees or any other charges over the revenue split noted above.
Contract Statements
PMAM submits this proposal for an initial term of five (5) years with an option period
to extending the agreement on a mutually agreed basis for additional two (2) year
periods.
Substantial. Term Revision
PMAM has provided the pricing under this option with the understating of the
current City Alarm Ordinance. PMAM reserves the right to renegotiate the pricing
option, if city were to reduce the alarm fees structure, chance permit fees or
make other changes to alarm related fees in the City Alarm Ordinance.
:J
PM. AM
GQrpaeStlon
Tab 5 - References
U
The following FAMS clients have agreed to be reference contact points and
share their experiences with PMAM and FAMS.
Richardson, Texas Police Department
140 N. Greenville Ave. Richardson, TX, 75081
Jim Spivey, Chief of Police
972 - 744 -4886
Full Alarm Administrative Services
McKinney, Texas Police Department
2200 Taylor Burk Dr. McKinney, Texas 75071
Doug Kowalski, Chief of Police
972 -547 -2700
Full Alarm
Services
Allen, Texas Police Department
205 W. McDermott Dr. Allen, Texas 75013
Williams Rushing, Chief of Police
214 - 509 -4344
Full Alarm Administrative Se rvices
Rowlett, Texas Police Department
4401 Rowlett Rd. Rowlett, Texas 75088
Matt Wailing, Chief of Police
972 - 412 -6200
Full Alarm Administrative Se rvices
New Braunfels, Texas Police Department
1488 S. Seguin Ave. New Braunfels, Texas
78130
Ron Everett, Chief of Police
830-608-2179
Full Alarm Administrative
GOLD CERTIFIFI)
Farm r
11
Tab I — Cover Letter
Provide a cover letter Indicating your firm's understanding of the requirements
relating to this proposal. The letter must be brief and formal from the proposer
that provides information regarding the firm's interest in and ability to perform the
requirements of this RFP. A person who is authorized by the organization to
enter into an agreement with the City of Conroe will sign the letter.
Please include all contact information.
4t• Tab 2 —Acceptance of Conditions
Indicate any exceptions to the specifications, terms and conditions of this RFP,
Including the Scope of Services.
+ Tab 3 — Company Background
1. Years in business under present name.
2. Name and address of each office location.
3. Ownership structure (Corporation / Partnership).
4. Names and titles of officers in the company.
S. Company trade organizations / associations / affiliations.
6. List with contacts the total number of governmental entities under contract.
7. Discuss demonstrated knowledge, operating experience and expertise.
Tab 4 — Pricing and Terms
1. Provide pricing plans and term contracts.
r• Tab 5 — References
1. Provide references from at least five current government entities of
installations for which your company has, in whole or in part, provided
services.
2. Please list project description and status.
PROPOSAL AGREEMENT AND CERTIFICATION
The Undersigned Agrees That:
The individual signing this proposal certifies that he /she is a legal agent of the proposer,
authorized to represent the proposer and is legally responsible for the offer with regard to
supporting documentation and prices provided.
A. No Federal, State, County or Municipal taxes have been included in the
quoted prices and none will be added.
B. Prices in this proposal have not knowingly been disclosed with any other
provider and will not be prior to award,
C. Prices in this proposal have been arrived at independently, without
AMINIL consultation, communication or agreement for the purpose of restricting
competition,
14
D. No attempt has been made nor will be to induce any other person or firm
to submit a proposal for the purpose of restricting competition.
E. The individual signing this proposal certifies that helshe is a legal agent of
the proposer, authorized to represent the proposer and is legally
responsible for the offer with regard to supporting documentation and
prices provided.
F. Agent shall initial each applicable item below to certify acknowledgement.
Initial to indicate the required proposal submittals are enclosed.
Initial to acknowledge receipt of addendum and/or amendment
(if applicable). �A.Alf
(Company, Name)
(Name of Authorized Agent— Printed)
(Street Address/ P.Q. Box) (Authorized Ag t Signature)
lry _ I
is Eaoo
(City / NO /'Zip Code)
LC
(Phone)
ALARM STATISTICS
Number of False alarms in 2008: 4,225
Current Alarm Permits to Date: 3,402
n
b 5/11 I nq _...
(Date)
16
Exhibit C
T
• Services Agreement for
Alarm Management
CITY OF CONROE
SERVICES AGREEMENT FOR ALARM MANAGEMENT
This agreement ( "Agreement") is made by and between PMAM
Corporation, a Texas Corporation whose address is 105 Decker Court #675, Irving,
Texas 75062, hereinafter referred to as "Contractor" and the City of Conroe, Texas, a
home rule municipal corporation, hereinafter referred to as "City" to be effective upon
approval and subsequent execution by the Conroe City Manager or designee.
Recitals
WHEREAS, the City desires to engage the services of Contractor to provide
installation, conversion, operation and service of a False Alarm Management Program
including the collection services in accordance with the City's Alarm Ordinances; and
NOW THEREFORE, in exchange for the mutual covenants set forth herein and
other valuable consideration, the sufficiency and receipt of which are hereby
acknowledged, the parties agree as follows:
Scope of Services
1.1 The parties agree that Contractor shall perform such services in
accordance with the terms and conditions of the City's alarm ordinance and Contractor's
Proposal in response thereto, (hereinafter "Contractor's Proposal "), a copy of which is
attached hereto and incorporated herein for all purposes as Exhibit "A ". The parties'
agreement consists of the following items referred to as the "Agreement Documents ".
(a) Agreement by and between the City and PMAM Corporation
(b) Contractor's Proposal - Exhibit A
(c) Pricing and Receipt of Collections - Exhibit B
In the event there exists a conflict in interpretation, the documents shall control
in the order listed above or as further modified by agreement by the parties as a result
of software implemented and deployed by the parties.
City desires to engage Contractor to render such services as set forth in this
Agreement.
I
'r
Services Agreement for
Alarm Management
Aareemelrt
1. Terms of Agreement
1.1 The initial term of this Agreement shall be for a period of five (5)
calendar years. The City of Conroe reserves the option of extending the
Agreement(s) as an automatic renewal on a bi- annual basis for additional two (2)
year terms, or portions•thereof.
2. FEES AND PAYMENTS
21 Com gnsation. Contractor shall receive compensation, including
authorized reimbursements, for all Services rendered under this Agreement at the
rates set forth in pricing included in this contract as Exhibit "B" The compensation is
based on a revenue sharing model.
2.2 _Pay ment of _Special Services. At any time during the term of this
Agreement, City may request that Contractor perform Special Services as laid out in
the RFP document. As used herein, "Extra Work" means any work which is
determined by City to be necessary for this contract, but which the parties did not
reasonably anticipate would be necessary at the execution of this Agreement.
Contractor shall undertake such services after receiving the authorization from the
City, and shall submit the itemized invoices with net 15 days payment terms to;
City of Conroe
Finance Department
300 West Davis St.
Conroe,TX 77301
3. RESPONSIBILITIES OF CONTRACTOR
3.1 Contractor agrees to and shalt defend, indemnity and hold harmless
City, its officers, employees, agents and volunteers from and against all claims,
damages, losses and expenses, including attorney's fees and litigation costs and
expenses, arising out of the performance of the work described herein, caused in
whole or in part by any negligent act or omission of Contractor, any subcontractor of
Contractor, anyone directly or indirectly employed by any of them or anyone for
whose acts any of them may be liable, except where caused by the sole negligence
or willful misconduct of City. Lack of insurance coverage does not negate
Contractor's obligation} under this paragraph of this Agreement.
3.2 Ind _endent Contractor. At all times during the term of this
Agreement, Contractor shall be an independent contractor and shall not be an
employee of the City. City shall have the right to control Contactor only insofar as
2
Y
• I
Services Agreement for
Alarm Management
the results of Contractor's services rendered pursuant to this Agreement. City shall
not have the right to control the means by which Contractor accomplishes services
rendered pursuant to this Agreement.
4. CITY'S RESPONSI U.,ITY
City shall cooperate with and assist Contractor by, among other things, making
available, as reasonably requested by Contractor, management decisions, personnel,
information, approvals, IT assistance and acceptance that are needed by the Contractor
to carry out its obligation under this agreement.
S. INSURANCE REQUIREMENTS
Contractor shall, at its own expense, purchase, maintain and keep in force during the
term of this contract such insurance as set forth below. Contractor shall not commence
work under this contract until it has obtained all the insurance required under
this contract and such insurance has been approved by City, nor shall Contractor
allow any subcontractor to commence work on its subcontract until all similar insurance
of the subcontractor has been obtained and approved. The insurance requirements
shall remain in effect throughout the term of this contract. Contractor, at
Contractors sole cost, shall purchase and maintain, during the term of this
Agreement, insurance coverage providing not less than the following:
B. Comprehensive or Commercial General Liability: $500,000 combined single
limit per occurrence for bodily injury, personal injury or death and property damage. The
coverage's under this policy shall include those found in the Comprehensive
General Liability Broad Form endorsement. This policy shall have no standard
coverages removed by exclusions.
C. Automobile Liability: $500,000 combined single limit per accident for bodily injury
and property damage. Coverage should be provided as a "Code 1,"
any auto.
D. Workers' Compensation and Employers' Liability: Statutory_ Employers Liability
policy limits of $100,000 for each accident, $500,000 policy limit- Disease.
E. Ail insurance policies, other than Professional Liability, provided under this contract
shall be written on an "occurrence" basis.
F. The City of Conroe shall be named as additional insured on the General Liability
and Automobile Liability insurance policies. These insurance policies shall contain the
appropriate additional insured endorsement signed by a person authorized by that
insurer to bind coverage on its behalf. If Contractor, for any reason, fails to maintain
insurance coverage which is required under this agreement, the failure shall be
deemed a material breach of contract. City, at its sole option, may terminate this
agreement.
3
Services Agreement for
Alarm Management
G. Each insurance polity shall be endorsed to state that coverage shall not be
canceled, reduced in coverage or in limits except after thirty (30) days' prior written
notice has been provided to the City, or in the event of cancellation
because of nonpayment of premium, that the insurer shall give written notice to the City
not later than ten (10) days following cancellation,
H, Insurance is to be placed with insurers with a Best rating of no less than
A:VII. Insurers must be duly authorized to transact business in the State of
Texas.
I. Workers' Compensation and Employers' Liability Coverage: The insurer shall
agree to waive all rights of subrogation against the City, its officials, employees
and volunteers for losses arising from the activities under this contract.
J. Certificates of Insurance shall be submitted on the Acord form only.
Certificates and endorsements effecting coverages required by this clause
shall be forwarded to
Purchasing Manager
City of Conroe, Texas
300 West Davis St.
Conroe, TX 77301
Upon written request of the City, Contractor shall provide to City certified copies of
all required insurance policies.
S. TERMINATION of AGREEMENT
6.1 Grounds for Termination
6.1.1 City shall inform in writing to Contractor, if Contractor fails to
perform its duties under this agreement with a 90 days window to correct the
problem. Contractor shall remedy the problem with -in 90 days from the receipt of
such notices. Should Contractor fail to remedy the problem with 90 days, City may
terminate this agreement.
6.1.2 The City may terminate this agreement any time by giving 90 days
written notice to Contractor. City shall pay all that is payable under this agreement to
Contractor till the day Contractor provides services under this agreement.
6.1.3 Effect of Termination If this Agreement is terminated as provided
herein, City may require Contractor to provide all finished or unfinished Documents
and Data and other information of any kind prepared by Contractor in connection
with the performance of Services under this Agreement. Contractor shall be
required to provide such document and other information within fifteen (15) days of
the request. Specifically, in the event the City shall terminate this Agreement:
4
Services Agreement for
Alarm Management
6.1.4 All data relating to alarm permits shall be owned by the City. Upon
termination of this agreement, Contractor shall deliver to the City of Conroe all data
in MS -SQL format.
6.1.5 Contractor retains all right and title to the Application software,
including but not limited to, all publication rights, all development rights, all
reproductions rights, and ail rights that may follow from the commercial
development of the software. The City does not acquire any ownership rights to
the Application software. The Software is protected in favor of PMAM, as well as
any future registered trademarks, are trademarks of PMAM.
6.1,6 The proprietary software is considered loaned to the City during
the duration of this agreement as laid out in this contract and the City of Conroe
will not have any access to PMAM's proprietary software after the conclusion of the
contract.
7. Confidentiality of City Information
7.1 At all times, the Contractor shall recognize the City's sole and
exclusive ownership of all documents and information provided by the City or
generated by Contractor, based on information provided by the City relating to the
basic and special services, and the sole and exclusive right and jurisdiction of the
City to control the use of this information.
7.2 The Contractor agrees that neither it, or its employees,
subcontractors, agents, or parent company shall disclose confidential information,
to any person or to anyone except as necessary to perform the basic and special
services under this Proposal, including other subsidiaries within Contractor without
the expressed written permission of the City or unless required to do so by law.
7.3 The Contractor shall further agree that in the event that any
documents containing confidential information should be improperly used of be
removed in any way from the possession or control of the Contractor or by anyone
except the City or authorized representatives, the Contractor shall immediately
notify the City orally and in writing, and shall join with the City at their request in
taking such reasonable steps as the City may deem advisable to enjoin the misuse
and regain possession of such confidential information, or steps otherwise
necessary for the protection of the City's rights and the confidentiality of the
information.
7.4 The Contractor agrees to return any and all data furnished and
information derived hereunder promptly upon a request by the City and its
authorized designee.
5
Sere ices Agreement for
Alarm Management
S. GENERAL PROVISIONS
8.1 Entire Agreement. This Agreement and its attachments constitute the
sole and only agreement between the parties and supersedes any prior
understandings written or oral agreements between the parties with respect to this
subject matter.
8.2 Assignment. PMAM may not assign this Agreement without the prior
written consent of City. In the event of an assignment by PMAM to which the City
has consented, the assignee shall agree in writing with the City to personally
assume, perform, and be bound by all the covenants, and obligations contained in
this Agreement.
8.3 Successors and Assigns Subject to the provisions regarding
assignment, this Agreement shall be binding on and inure to the benefit of the
parties to it and their respective heirs, executors, administrators, legal
representatives, successors and assigns.
8.4 Goveminci Law. This Agreement shall be governed by the laws of the
State of Texas, and venue for any action concerning this Agreement shall be in
Harris County, Texas.
8.5 Amendments. This Agreement may be amended by the mutual
written agreement of the parties.
8.6 Deleted.
8.7 Severability. In the event any one or more of the provisions
contained in this Agreement shall for any reason be held to be invalid, illegal, or
unenforceable in any respect, such invalidity, illegality or unenforceability shall not
effect any other provisions, and the Agreement shall be construed as if such
invalid, illegal, or unenforceable provision had never been contained in it.
8.8 Notice. Any notice required or permitted to be delivered hereunder
may be sent by first class mail or overnight courier to the address specified below,
or to such other party or address as either party may designate in writing, and shall
be deemed received three (3) days after delivery set forth herein:
City: City of Conroe
300 West Davis St.
Conroe, TX 77301
Contractor: PMAM Corporation
105 Decker Court 0675
- Irving, Texas 75062
6
Services Agmemeiat for
Alarm Management
8.9 Counterparts. This Agreement may be signed in counterparts, each of
which shall constitute an original.
IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of
the day of in the year
Municipality
PMAM Corporation
B y:
Pankaj Kumar, CEO
DEBORAH A. MAR OWE i
Notary Public, state of 7exas
ttest i;tj mycommisMon Expires
aBCemMv 02, 2012
BY: h��
( to?
Na �t gaok MA�LC�r�' -�
Z rp"q' MAD �
Approved as to Form:
By:
Name: (VI � V C i's t, -t Rio e r'
Title: City Attorne
Title. M T`
Page 17
i
PMAM Corporation
B y:
Pankaj Kumar, CEO
DEBORAH A. MAR OWE i
Notary Public, state of 7exas
ttest i;tj mycommisMon Expires
aBCemMv 02, 2012
BY: h��
( to?
Na �t gaok MA�LC�r�' -�
Z rp"q' MAD �
Approved as to Form:
By:
Name: (VI � V C i's t, -t Rio e r'
Title: City Attorne
Title. M T`
Page 17
Services Agreement for
Alarm Management
Exhibit A - Scope of Work and Contract Requirements
Sao a of Work
It will be the Contractor's responsibility to provide, install, and operate the False Alarm
Reduction* Program based on a "False Alarm Management Solution" system hereafter
referred to as a FAMS system and all other necessary equipment and services on a
"software as a service" basis. The Contractor shall develop FAMS system interface to
upload data from the Municipality Police Department's (PD) Record Management
System (RMS) and Geographical Interface System (GIS) Systems as an integral part of
maintaining compliance with the alarm ordinance. The Contractor shall accurately
convert all pertinent data downloaded from the Municipality's current primary alarm and
accounts /receivable databases to populate the FAMS system. Effective interfaces shall
ensure that all parties share and benefit from the most current and accurate information
and do not cause any disruption to the Municipality and PD's operations.
Contractor shall provide appropriate supplies and services including but not limited to;
I. Single point of contact and daily citizen assistance
2 Maintain databases:
a. Alarm registrations
b. Registration Holder
c. Registration Holders with outstanding charges
d. Non - Registration Holders with outstanding charges
e. Address verification database.
f. Provide real -time and tape transfer between FAMS and PD RMS
system.
3. The Contractor will perform the collection of payments in accordance with the
rates established by the alarm ordinance,
4. Contractor shall perform all the billing in accordance with the Municipality's alarm
ordinance, as may be amended from time to time by the Municipality.
5. The system installed by the Contractor shall generate the following reports including
but not limited to:
a. New alarm registrations issued and fees collected
b. Annual registration renewals billed and fees collected
c. Registrations inactivated and reason for inactivation
d. Registrations reactivated and reason for reactivation
e. Number of false burglar alarms
f. Number of false burglar alarms billed and fees collected
Page 18
Services Agreement for
Alarm Management
g. Number of false robbery alarms
h. Number of false robbery alarms billed and fees collected
L Number of reinstatement fees billed and fees collected
j. False burglary and /or robbery alarms for registration owners
k. False burglary and /or robbery alarms for non- registration owners
I. Suspension Report for registration holders as per ordinance if applicable.
6. The system shall be able to maintain the following critical dates:
a. Original registration issue date
b. Annual registration renewal date
a Registration suspension date if applicable
d. Registration reinstatement date if applicable
e. Start date for new twelve-month period upon reinstatement of
registrations suspended for excessive'alarms if applicable.
f. Date of each false alarm.
7. The system shall have ability to identify
a. Registration holder
b. Non - registration holder
a The system shall have ability to capture the following information;
a. Registration number
b. Registration issue date
a Registration expiration date
d. Registration type (commercial / residential)
e. Name of business or residential applicant / holder
f Site;
1) Street address and zip code of property
2) Type of property (residential /commercial)
3) Telephone numbers
4) Contact persons (minimum of 2) and phone number(s)
5) Type of alarm system installed (burglary, panic, robbery)
g. Billing:
1) Name
2) Full mailing address (includes zip code)
3) Contact person and phone number(s)
h. Registration Holder Responsible for Alarm;
1) Name
2) Complete mailing address
3) Phone numbers
i. Name and telephone number of alarm monitoring company
j. Name and telephone number of company that installed the alarm system
k. Special Medical Concerns
I. Pet Information
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9. The system shall have ability to perform address validation against PD
RMS database.
10. The system shall have the ability to maintain an alarm company master
file, which includes:
a. Assigned code number
b. Name, address, and telephone number of business
a Manager`s name, and telephone number
11. The system shall have the ability to automatically generate a
.registration number.
12. The system shall have the ability to maintain reasons for denial of
issuance of registration as per the ordinance.
13. Ability to generate renewal notices and second renewal notices automatically
within specified .periods.
14. Ability to generate suspension notices based upon Municipality Ordinance.
15 Ability to generate notice to alarm users without permits.
16. Ability to generate notice to permit holders with one false robbery or other manually
activated alarm within a 12 -month period.
17. Ability to maintain historical information on registration issuance,
renewal, suspension and reinstatement on each property.
18. Ability to maintain current registrations status information.
19. Ability to maintain incident count (truetfalse alarms) information on each registration.
20. Ability to perform search on permit holder and business name.
21_ Ability to print registrations
22.r Ability to interface with PD RMS system as follows:
a. Transfer on line and/or via tape a skeleton version of entire registration
database from FAMS system to RMS including the following:
1) Registration number (or non - registration identifier)
2) Name
3) Location
4) Registration status
5) Expiration date
6) Last incident date and time
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7) Alarm type
8) False alarm incident count
b. Transfer on line and/or via tape incident records from RMS to TAMS including:
1) Incident number
2) Priority
3) Call code
4) Disposition
5) Date
6) Time :
(a) received
(b) dispatched
(c) arrived
(d) cleared
7) Remarks
8) Site name and address
9) Reportee name, address, phone number
10) Dispatcher- employee number and terminal
11) Phone clerk - employee number and terminal
12) Cleared code and disposition (true /false)
13) Officer number
14) Unit(s) assigned
23. Ability to make adjustments /corrections on fees at the request of the Municipality.
24. Ability to make adjustments/corrections on fees relating to accounting errors.
25. Ability to generate incidents manually for account.
26. Ability to issue notice to registration holders with excessive false alarms.
27. Ability to issue notice to non registration holders with false alarms.
28. Ability to aceept/estabfish temporary account numbers for non registration holders
who have incurred false alarm charges.
29. Ability to transfer a temporary account number charges to a permanent account
(registration) number.
30. Ability to maintain a table of fees in accordance with the Municipality Alarm
Ordinance.
31. Ability to generate renewal notices and second notices for active registrations.
32 Ability to determine false alarm charges based on the Municipality Alarm
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Ordinance.
33. Collection requirements and provisions. PMAM will design, implement and maintain
a system to serve as the billing and collections agent and accounts receivable (AIR)
manager for the Municipality false alarm program. The Contractor will provide all
hardware, software, materials, supplies, 'space, and staff resources as required. The
system will meet the following collection specifications:
a. Bill format will provide stub or appropriate remittance foram to
accompany payment
b. Bill . format, registration forms, envelopes, related correspondence
will identify to the customer a Contractor staffed and maintained office to
answer questions about bills and related false alarm system information
c. Bill content and other correspondence will provide instructions
directing the customer to call a Contractor maintained and staffed phone
number to answer questions about billing, bill status, and other false
alarm system matters. Questions concerning the validity of any
response or action taken by an employee(s) of PD regarding a
specified alarm call will be directed to a representative of the police
department
d. All bill, correspondence and related matters will be approved by
the Municipality.
e. Bills will be due in time lines specified in the Ordinance and or
rules and regulations as appropriate.
f. Record of bill will be retained by Contractor to apply to Account
Receivable system (AIR) to be maintained by Contractor_
g. Contractor will develop an AIR file, which the Municipality will have access to
review at any time.
h. System will provide the ability for the Municipality to print a bill for customers
wanting to make payment at the walk in cashier location(s) of the Municipality
and to provide on -line information to the Contractor regarding such payments so
that Contractor can maintain AIR file.
i. Contractor will provide the ability for customer to pay on -line, mail and walk -in
cashier.
j. Payments made by mail will be directed to a PO Box address in Irving, Texas
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maintained and managed by the Contractor.
k. Contractor system will track bad check occurrences and occurrences where
customer stop payments have been ordered.
1. Contractor will provide system for billing the customer for the appropriate bad
check fee charges and charges for stop payment situations.
m. When applicable, the billing and AIR system will be integrated with the
appeals hearing functions to be developed by the Contractor in order to provide
for integration of abatements, appeals hearing results and other appeals process
adjustment to the AIR system.
n. Within thirty (30) days of termination, or at the end of the contract period, the
Municipality will in writing request to the Contractor; and the Contractor will then
turn over to the Municipality; all records, files, database and related project
information and materials.
34. Ability to generate billing for alarm charges which includes the following
information:
a. Summary information:
1) Previous I past due amounts
2) New charges
3) Payments
4) Adjustments
5) New balance due.
b. Detail information
1) Type of incident
2) Date
3) Time received
4) Reason I description
5) Charge if applicable
35. Ability to show all incidents and their associated charges during the
current billing period.
36. Ability to provide itemized balance forward capabilities on billings.
37. Ability to generate the following reports:
a. Exception listing of registrations /non- registrations, which has
exceeded established limitations.
b. Listing of registrations by
1) Alarm company
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2) Registration number
3) Site address
4) Business / Owner name
5) Polioe Sector
c. Listing of registration counts in all categories
d. Listing of outstanding charges
e. Monthly Alarm company roster
f. An incident exception report generated during daily incident
update process from RMS
g. Daily activity reports including
1) New registrations
2) Renewal notices
3) Second notices
4) Account billings
5) Incidents processed
Processing
The Contractor shall provide the services covered under this agreement and Scope from
its offices in Irving, Texas (at the present time) and make available hardware and
software and services necessary to establish and provide the False Alarm Reduction
program service. The computer system shall produce various notices including
violations (finable and non - finable), and maintain appropriate data required.
Contractor personnel shall perform all work under this agreement and supply
appropriate supplies and services, including but not limited to:
1. Hardware /software to maintain all data in reference to this agreement.
2. Provide personnel to perform all pertinent duties under this agreement.
Contractor's Obligation
In addition to the above, the contractor shall:
1. Maintain the proposed equipment, hardware, and software, documentation, and
support services for the equipment installed, including the timely incorporation of all
engineering changes.
2. Ensure that all components of the system, which might be capable of corruption by
virus, are virus -free and that industry proven protection mechanisms are provided.
3. Supply the Municipality with an interface document describing the type, size,
location, and medium of transfer from the Municipality RMS.
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4. Defer to the Municipality regarding the waiver of any false alarm fee incurred where
there is question about the validity of any response or action taken by an employee(s) of
the Municipality regarding a specified alarm call.
5. Send letter of violation of Municipal ordinance to alarm users without permits.
6. In addition, the Contractor shall keep records as listed below:
a.Total violations per location by hour of day, day of week, week of month, month
of year, or year
b.Total payments received by day of week, week of month, month of year, or year
a Total number and dollar amount of delinquent offenders
d. List of delinquent offenders
e.Statistical report of billing and collection by fee type
f. Statistical report of billing and collections by service number
g. Statistical report of violation activity by service number and
disposition
h. Statistical report of revenue collected or billed by type (tine, late fee).
i. List of outstanding fees owed (not delinquent)
j. Total collections by payment date and incident or registration number.
k. Number and list pursuing appeals process through Alarm Review
Board)Appeals process at PD
I. Disposition of all court action
m. Number and list for non - finable violations by exception code
7. When possible, reports shall be produced based on the entry of variable parameters.
Threshold fields shall allow a specific date range or other criteria. All report searches,
when possible shall allow for multiple parameters.
8. Contact Tracking: The software shall allow personnel to record information obtained
as the result of telephone calls or other communication, regarding a violation,
registration status or informational change made to registration. This information shall
be attached to the violation andlor registration data as a contact history file. This
attached file shall record relevant data and include:
9) Date and time of contact
2) Contact's (caller) name
3) Brief comments
Training
1. The Contractor shall provide training for Municipality and Police Department
employees. Training shall be conducted in several sessions on an as needed basis.
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System. Coordination
1. The Contractor shall coordinate with the Municipality's Department of Finance,
Information Services and the Police Department to develop a system that will allow
walk-in payments under the contract
2. The Contractor shall provide during the life of the contract on -going computer
hardware, software support and maintenance to ensure uninterrupted operation.
4. The Contractor under this solicitation shall establish and provide public education,
awareness and information regarding the Municipality False Alarm Reduction Program.
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Services Agreement for
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Exhibit "B"
Pricina and Receipt of Collections
This is a revenue sharing contract. The contractor shall retain 28% (28 percent) of all
collections and remit the 72% (72 percent) balance to the Municipality for the total of
the actual revenues generated and collected for the Municipality during the life of this
contract including all adjustments for:
a. Alarm registration and renewal fees;
b. False alarms violation fee above a mandated limit;
a Reinstatement fees;
d. Late fee for false alarms, initial registration and renewal fees;
Other charges imposed by the Municipality in relation to False Alarm Reduction
Program except for criminal penalties.
The contractor shall provide and pay for all facilities, products, labor, materials,
maintenance, tools, delivery, transportation, and other facilities and services necessary
to implement the FAMS system and perform the work required under this contract. The
Municipality will not accept any charges from the Contractor toward the provisions or
operation of this service except the revenue sharing portion proposed by the Contractor.
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Exhibit D
PMAM Corporation
September 24, 2010
Mr. Michael Barrera
City of Corpus Christi
Financial Services Department
1201 Leopard - 4 Floor (78401)
Corpus Christi, Texas 78469 -9277
Dear Mr. Barrera,
tou �d the c ock
e .,_ Qvnd WO
PMAM Corporation agrees that the same terms, payment terms, and conditions as
defined in PMAM Agreement for Services the City of Conroe, Texas, dated July 8, 2009
will apply to the City of Corpus Christi.
Kind Regards,
Pankaj Kumar
Chief Executive Officer
105 Decker Court Suite 675 Irving, Texas 75062 Tel: 972.831.7400 Fax: 972.831.7499 www.pmam- copsource.com