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HomeMy WebLinkAbout158-24 RESOLUTION113 West Mountain Street Fayetteville, AR 72701 (479) 575-8323 Resolution: 158-24 File Number: 2024-119 PMAM CORPORATION (SERVICE CONTRACT): A RESOLUTION TO APPROVE A CONTRACT WITH PMAM CORPORATION, PURSUANT TO RFP 23-19, FOR FALSE ALARM ADMINISTRATION SERVICES WHEREAS, on November 20, 2007, City Council passed Fayetteville Code § 130.23 False Alarm Reduction to reduce the City of Fayetteville's response to false alarms; and WHEREAS, on October 7, 2008, the City Council authorized a contract with AOT Public Safety Corporation to provide false alarm reduction administrative services to the City of Fayetteville which was terminated on January 23, 2023; and WHEREAS, on October 22, 2023, proposals were sought via RFP 23-19 for false alarm administrative services and PMAM Corporation submitted the only proposal. NOW, THEREFORE, BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF FAYETTEVILLE, ARKANSAS: Section 1: That the City Council of the City of Fayetteville, Arkansas hereby authorizes Mayor Jordan to sign a Contract with PMAM Corporation, pursuant to RFP 23-19, for false alarm administration services with a revenue split of 60% to the City and 40% to PMAM after certain cost deductions. PASSED and APPROVED on June 4, 2024 Page 1 Attest: 11111111fill,/ TRe FAyETIEVILLE O. Kara Paxton, City C Treasure C., :A" CITY OF FAYETTEVILLE ARKANSAS MEETING OF JUNE 4, 2024 TO: Mayor Jordan and City Council THRU: FROM: Mike Reynolds, Police Chief SUBJECT: Contract for False Alarm Administration Services RECOMMENDATION: CITY COUNCIL MEMO 2024-119 Staff recommends the Fayetteville City Council approve a resolution authorizing Mayor Lioneld Jordan to sign a contract with the PMAM Corporation for false alarm administration services. BACKGROUND: On November 20, 2007, the Fayetteville City Council passed Fayetteville Code §130.23 False Alarm Reduction to reduce the City of Fayetteville's response to false alarms. On October 7, 2008, the Fayetteville City Council approved Resolution #181-08, which authorized a contract to be signed with AOT Public Safety Corporation to provide false alarm reduction administrative services to the City of Fayetteville. These services included registering alarm users, tracking false alarms, and billing and collecting assessed fees. On January 23, 2023, Mayor Lioneld Jordan terminated the contract with Central Square, which bought AOT Public Safety Corporation. The decision to terminate the contract was due to a steady increase in citizen complaints, poor quality of customer service, lack of communication, and resident and business accounts being turned over to collections in error. On June 6, 2023, the Fayetteville City Council passed an ordinance to amend §130.23 False Alarm Reduction of the Fayetteville Code to simplify and clarify certain provisions and reduce some fees for service. On October 22, 2023, proposals were sought via RFP 23-19 for false alarm administrative services. PMAM Corporation submitted the only proposal, which outlined the services they provide to over 525 municipal and county jurisdictions. PMAM Corporation is a privately -owned enterprise incorporated in 1999. The company has been providing false alarm administrative services since 2004 and has long standing relationships with jurisdictions small and large. In 2006, the Fayetteville Police Department responded to 3,851 alarm calls. In 2019, the Fayetteville Police Department responded to 2,665 alarm calls, which was a reduction of 31 % compared to 2006 numbers. This reduction demonstrates the success of the False Alarm Reduction Ordinance, which is significant when accounting for the exceptional growth in residential dwellings, business establishments, and population that the City of Fayetteville has experienced. DISCUSSION: Mailing address: 113 W. Mountain Street www.fayetteville-ar.gov Fayetteville, AR 72701 PMAM Corporation submitted a proposal outlining how the company will provide turnkey services for alarm registration, false alarm processing, coordinating with alarm companines, billing and collection of fees, and customer support for the appeal process. The company utilizes a secure cloud -based platform that has not been compromised since the company's inception. PMAM Corporation provides a toll -free number and email access for citizens to speak to a customer service representative. The company claims that 95% of citizen's calls are resolved within the first call, whereas the industry standard is 60% for first call resolution. The company also offers a citizen self-service portal, which will be accessible from the City's website 24/7. This portal will allow citizens to apply for a permit, pay fees and fines, and update contact information in real time. PMAM offers several additional features to assist and educate citizens, such as a proprietary phone app with "Push" notifications, an online academy, and bill inserts. PMAM allows citizens to make payments via check as well as through the online portal. The company sends reminders to the customer after 30 days for outstanding invoices along with follow-up telephone calls. Staff believes PMAM Corporation offers a solution that will address the administrative needs of the False Alarm Reduction Ordinance while providing enhanced customer service to our community. BUDGET/STAFF IMPACT: Fees collected under this contract will be split, with 60% of revenue going to the City of Fayetteville and 40% to the PMAM Corporation. This agreement has no impact on current staffing. ATTACHMENTS: MEMO (#3), SRF (#4), RFP 23-19 CONTRACT PMAM executed (#5), RFP 23-19, Appendix A - Scope of Work - Final (#6), RFP 23-19, Appendix B - City Issued RFP (#7), RFP 23-19, Appendix C - PM AM Corp. Submittal (#8) Mailing address: 113 W. Mountain Street www.fayetteville-ar.gov Fayetteville, AR 72701 == City of Fayetteville, Arkansas y 113 West Mountain Street Fayetteville, AR 72701 (479)575-8323 - Legislation Text File #: 2024-119 Contract for False Alarm Administration Services A RESOLUTION TO APPROVE A CONTRACT WITH PMAM CORPORATION, PURSUANT TO RFP 23-19, FOR FALSE ALARM ADMINISTRATION SERVICES WHEREAS, on November 20, 2007, City Council passed Fayetteville Code § 130.23 False Alarm Reduction to reduce the City of Fayetteville's response to false alarms; and WHEREAS, on October 7, 2008, the City Council authorized a contract with AOT Public Safety Corporation to provide false alarm reduction administrative services to the City of Fayetteville which was terminated on January 23, 2023; and WHEREAS, on October 22, 2023, proposals were sought via RFP 23-19 for false alarm administrative services and PMAM Corporation submitted the only proposal. NOW, THEREFORE, BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF FAYETTEVILLE, ARKANSAS: Section 1: That the City Council of the City of Fayetteville, Arkansas hereby authorizes Mayor Jordan to sign a Contract with PMAM Corporation, pursuant to RFP 23-19, for false alarm administration services with a revenue split of 60% to the City and 40% to PMAM after certain cost deductions. Page 1 CITY OF FAYETTEVILLE ARKANSAS MEETING OF JUNE 4, 2024 TO: Mayor and City Council FROM: Mike Reynolds, Chief of Police DATE: May 15, 2024 CITY COUNCIL MEMO a U11 I A a,"; 9 SUBJECT: Contract for False Alarm Administration Services RECOMMENDATION: Staff recommends the Fayetteville City Council approve a resolution authorizing Mayor Lioneld Jordan to sign a contract with the PMAM Corporation for false alarm administration services. BACKGROUND: On November 20, 2007, the Fayetteville City Council passed Fayetteville Code §130.23 False Alarm Reduction to reduce the City of Fayetteville's response to false alarms. On October 7, 2008, the Fayetteville City Council approved Resolution #181-08, which authorized a contract to be signed with AOT Public Safety Corporation to provide false alarm reduction administrative services to the City of Fayetteville. These services included registering alarm users, tracking false alarms, and billing and collecting assessed fees. On January 23, 2023, Mayor Lioneld Jordan terminated the contract with Central Square, which bought AOT Public Safety Corporation. The decision to terminate the contract was due to a steady increase in citizen complaints, poor quality of customer service, lack of communication, and resident and business accounts being turned over to collections in error. On June 6, 2023, the Fayetteville City Council passed an ordinance to amend §130.23 False Alarm Reduction of the Fayetteville Code to simplify and clarify certain provisions and reduce some fees for service. On October 22, 2023, proposals were sought via RFP 23-19 for false alarm administrative services. PMAM Corporation submitted the only proposal, which outlined the services they provide to over 525 municipal and county jurisdictions. PMAM Corporation is a privately -owned enterprise incorporated in 1999. The company has been providing false alarm administrative services since 2004 and has long standing relationships with jurisdictions small and large. In 2006, the Fayetteville Police Department responded to 3,851 alarm calls. In 2019, the Fayetteville Police Department responded to 2,665 alarm calls, which was a reduction of 31 % compared to 2006 numbers. This reduction demonstrates the success of the False Alarm Reduction Ordinance, which is significant when accounting for the exceptional growth in Mailing Address: 113 W. Mountain Street www.fayetteville-ar.gov Fayetteville, AR 72701 residential dwellings, business establishments, and population that the City of Fayetteville has experienced. DISCUSSION: PMAM Corporation submitted a proposal outlining how the company will provide turnkey services for alarm registration, false alarm processing, coordinating with alarm companines, billing and collection of fees, and customer support for the appeal process. The company utilizes a secure cloud -based platform that has not been compromised since the company's inception. PMAM Corporation provides a toll -free number and email access for citizens to speak to a customer service representative. The company claims that 95% of citizen's calls are resolved within the first call, whereas the industry standard is 60% for first call resolution. The company also offers a citizen self-service portal, which will be accessible from the City's website 24/7. This portal will allow citizens to apply for a permit, pay fees and fines, and update contact information in real time. PMAM offers several additional features to assist and educate citizens, such as a proprietary phone app with "Push" notifications, an online academy, and bill inserts. PMAM allows citizens to make payments via check as well as through the online portal. The company sends reminders to the customer after 30 days for outstanding invoices along with follow-up telephone calls. Staff believes PMAM Corporation offers a solution that will address the administrative needs of the False Alarm Reduction Ordinance while providing enhanced customer service to our community. BUDGET/STAFF IMPACT: Fees collected under this contract will be split, with 60% of revenue going to the City of Fayetteville and 40% to the PMAM Corporation. This agreement has no impact on current staffing. Attachments: Contract between City of Fayetteville and PMAM Corporation Appendix A Appendix B Appendix C Mike Reynolds Submitted By City of Fayetteville Staff Review Form 2024-119 Item ID 6/4/2024 City Council Meeting Date - Agenda Item Only N/A for Non -Agenda Item 5/16/2024 POLICE (200) Submitted Date Division / Department Action Recommendation: Staff recommends the Fayetteville City Council approve a resolution authorizing Mayor Lioneld Jordan to sign a contract with PMAM Corporation for false alarm administration services. Budget Impact: 1010.200.2940-4401.07 General Fund Account Number Fund Project Number Budgeted Item? No Does item have a direct cost? No Is a Budget Adjustment attached? No Purchase Order Number: Change Order Number: Original Contract Number: Comments: Project Title Total Amended Budget $ - Expenses (Actual+Encum) $ - Available Budget Item Cost $ - Budget Adjustment $ - Remaining Budget V20221130 Previous Ordinance or Resolution # 130.23 Approval Date: CITY OF RFP 23-19, False Alarm _ FAYETTEVILLE Administration Services ARKANSAS Contract— Between City of Fayetteville, AR and PMAM Corporation This contract executed this 4 day of June , 2024, between the City of Fayetteville, Arkansas (City), of 113 W. Mountain, Fayetteville, AR 72701 and PM AM Corporation (PMAM) of 5430 LBJ Frwy., Ste. 370, Dallas, TX 75240, in consideration of the mutual covenants contained herein, the parties agree as follows: 1. Purpose: The purpose of this Contract is to provide the terms and conditions necessary for the False Alarm Administration Services for the City of Fayetteville (the "Project"), and if approved by the City Council, work to modify relevant ordinances to implement the scope of work (if applicable). 2. Contract Documents: The Contract documents which comprise the contract between the City of Fayetteville and PMAM consist of this Contract and the following documents attached hereto, and made a part hereof: a. Appendix A: Scope of Work & Fees b. Appendix B: City Issued Solicitation for RFP 23-19, False Alarm Administration Services c. Appendix C: PMAM's RFP Submittal d. Appendix D: PMAM's Certificate of Insurance 3. City's Responsibilities: a. City of Fayetteville shall, within a reasonable time, so as not to delay the services of PMAM: i. Provide full information as to the requirements for the Project. ii. Assist PMAM by placing at PMAM's disposal all available information pertinent to the assignment including previous reports and any other data relative thereto. iii. Examine all studies, reports, cost options, proposals, and other documents presented by PMAM and render in writing decisions pertaining thereto. iv. Review all documents and provide written comments to PMAM in a timely manner. v. The City of Fayetteville's Police Department is the project representative with respect to the services to be performed under this Agreement. The Police Department shall have complete authority to transmit instructions, receive information, interpret and define policies and decisions with respect to materials, equipment, elements and systems to be used in the Project, and other matters pertinent to the services covered by this Agreement. The City's Alarm Administrator, as designated by the Chief of Police, shall have the sole authority over matters delegated to the Alarm Administrator in § 130.23 False Alarm Reduction of the Fayetteville City Code including, but not limited to, appeals. City of Fayetteville, AR RFP 23-19, False Alarm Administration Services Contract: PM AM Corporation Page 1of6 4. PMAM's Responsibilities: a. PMAM shall furnish the necessary qualified personnel to provide the Services. PMAM represents that it has access to the experience and capability necessary to and agrees to perform the Services with the reasonable skill and diligence required by customarily accepted professional practices and procedures normally provided in the performance of the Services at the time when and the location in which the Services were performed. This undertaking does not imply or guarantee a perfect Project and in the event of failure or partial failure of the product or the Services, PMAM will be liable only for its failure to exercise diligence, reasonable care, and professional skill. This standard of care is the sole and exclusive standard of care that will be applied to measure PMAM's performance. There are no other representations or warranties expressed or implied made by PMAM. In particular, but not by way of limitation, no implied warranty of merchantability or fitness for a particular purpose shall apply to the Services provided by PMAM nor shall PMAM warrant or guarantee economic, market or financial conditions, proforma projections, schedules for public agency approvals, or other factors beyond PMAM's reasonable control. 5. Non -Assignment: PMAM shall not assign its duties under the terms of this agreement without prior written consent of the City. 6. Indemnification and Hold Harmless: a. Subject to the limitations hereinafter set forth, PMAM agrees to hold the City of Fayetteville harmless and indemnify the City of Fayetteville, but not defend, against any and all claims for property damage, personal injury or death, arising from PMAM's performance under this contract. This clause shall not, in any form or manner, be construed to waive that tort immunity set forth under Arkansas Law. b. Notwithstanding anything to the contrary, the total amount of all claims the City of Fayetteville may have against PMAM under this contract or arising from the performance or non-performance of the services under any theory of law, including but not limited to claims for negligence, negligent misrepresentation and breach of contract, shall not exceed the sum of: i. Any insurance proceeds actually received by PMAM, or paid by PMAM's insurance carrier to the City, with respect to the claim for indemnification by the City hereunder, ii. The amount of fees actually retained by PMAM under this Contract as its fee during the six (6) months immediately preceding the act or omission that generated PMAM's indemnification obligation hereunder. c. As the City of Fayetteville's sole and exclusive remedy under this contract, any claim, demand or suit shall be directed and/or asserted only against PMAM and not against any of PMAM's employees, officers or directors. Neither the City of Fayetteville nor PMAM shall be liable to the other or shall make any claim for any incidental, indirect or consequential damages arising out of or connected to City of Fayetteville, AR RFP 23-19, False Alarm Administration Services Contract: PM AM Corporation Page 2 of 6 this contract or the performance of the services on this project. This mutual waiver includes, but is not limited to, damages related to loss of use, loss of profits, loss of income, unrealized energy savings, diminution of property value or loss of reimbursement or credits from governmental or other agencies 7. Insurance: PMAM shall furnish a certificate of insurance addressed to the City of Fayetteville within ten (10) calendar days after contract finalization, presenting insurance which shall be maintained throughout the term of the Contract in compliance with the terms of RFP 23-19. If applicable, PMAM shall require any subcontractor to provide insurance. In the event any employee engaged in work on the project under this contract is not protected under Worker's Compensation insurance, PMAM shall provide and shall cause each subcontractor to provide adequate employer's liability insurance for the protection of such of their employees are not otherwise protected. Worker's Compensation coverage shall be applicable with state law. 8. Price and Payments: a. PMAM shall provide professional services on an as needed basis. The City makes no guarantee for a minimum amount of work or services. Fees for services and purchases shall be used as identified in Appendix A. b. All payments to the City are payable upon approval and due within thirty (30) calendar days. If a portion of an invoice or statement is disputed by CITY, the undisputed portion shall be paid. CITY OF FAYETTEVILLE shall advise PMAM in writing of the basis for any disputed portion of any payment. 9. Terms: a. This contract shall be effective for one (1) year from the Contract Implementation Date (as hereinafter defined) and shall be automatically renewable for up to additional four (4) one-year terms for a possible contract term of five (5) years. As used herein, the term "Contract Implementation Date" shall mean the first day of the calendar month for which PMAM commences billing for its services to the City hereunder following the installation of the False Alarm Management Program. This contract may be terminated by the City of Fayetteville or PMAM with 30-days written notice. b. This contract may be terminated by the City of Fayetteville or PMAM with 30-days written notice provided; however, if the City terminates this contract without cause at any time prior to the first anniversary of the Contract Implementation Date, it shall pay PMAM an early termination fee of $10,000, which fee PMAM may deduct and offset against the next monthly payment or payments due the City from the revenues collected by PMAM on behalf of the City hereunder as software reimbursement and not as a penalty. The parties acknowledge that the actual loss that PMAM would incur as a result of the early termination of this contract by the City without cause are uncertain and City of Fayetteville, AR RFP 23-19, False Alarm Administration Services Contract: PM AM Corporation Page 3 of 6 difficult to accurately estimate because of the parties' inability topredict the number of future permit holders, the fees or fines charged by the City for violation of its alarm ordinances, any other changes in the City's alarm ordinances that could impact the revenues collected by PMAM hereunder on behalf of the City, and other relevant factors. Accordingly, the parties agree that the foregoing Termination Fee is a reasonable and appropriate estimate of actual loss and shall be deemed software reimbursement and not a penalty. 10. Ownership of Documents: a. All documents provided by the City are and remain the property of the City. PMAM may retain reproduced copies of drawings and copies of other documents. b. All documents and records, whether in physical or electronic format, prepared by PMAM or its subconsultant as part of the Project shall become the property of City; provided, however, that PMAM shall have the unrestricted right to their use. c. PMAM shall retain its rights in its standard document details, specifications, databases, computer software, and other proprietary property. Rights to intellectual property developed, utilized, or modified in the performance of the Services shall remain the property of PMAM. 11. Independent Contractor: PMAM is an independent contractor of the City and shall maintain complete responsibility for applicable state or federal law on unemployment insurance, withholding taxes, social security, or other industrial, labor or discrimination law for its employees. PMAM is responsible for its agents, sub -consultants, methods, and operations. 12. Notices: Any notice required to be given under this Agreement to either party to the other shall be sufficient if addressed and mailed, certified mail, postage paid, delivery, e-mail or fax (receipt confirmed), or overnight courier. 13. Freedom of Information Act: City of Fayetteville contracts and documents prepared while performing city contractual work are subject to the Arkansas Freedom of Information Act. If a Freedom of Information Act request is presented to the City of Fayetteville, the contractor will do everything possible to provide the documents in a prompt and timely manner as prescribed in the Arkansas Freedom of Information Act (A.C.A. 25-19-101 et. Seq.). Only legally authorized photo coping costs pursuant to the FOIA may be assessed for this compliance. 14. Termination: This Contract may be terminated by the City of Fayetteville or PMAM for any reason with thirty (30) days written notice. If either party breaches this agreement, the non -defaulting party may terminate this Agreement after giving seven (7) days' notice to remedy the breach. On termination of this City of Fayetteville, AR RFP 23-19, False Alarm Administration Services Contract: PM AM Corporation Page 4of6 agreement, the City shall pay PMAM for the services performed through the date of termination within thirty (30) days of acceptance of final invoice. 15. Changes in Scope or Price: Changes, modifications, or amendments in scope, price or fees to this contract shall not be allowed without a prior formal contract amendment approved by City in accordance with City Policy IC-02, Contract Responsibilities, in advance of the change in scope, cost or fees. No modification of this contract shall be binding unless made in writing and executed by both parties. 16. Applicable Law: This Agreement shall be governed by and construed in accord with the laws of the State of Arkansas. Venue for all legal disputes shall be Washington County, Arkansas. 17. Contract Administration: The Mayor or their Designated Representative shall be the Contract Administrator for this contract. PMAM's Principal or their Designated Representative shall be the primary contact for all matters pertaining to this contract. 18. Professional Responsibility: PMAM shall exercise reasonable skill, care, and diligence in the performance of services and will carry out its responsibilities in accordance with customarily accepted professional practices. 19. Permits & Licenses: PMAM shall secure and maintain any and all permits and licenses required to complete this Contract. 20. Publications: Recognizing the importance of professional development on the part of PMAM's employees and the importance of PMAM's public relations PMAM may prepare publications, such as technical papers, articles for periodicals, promotional materials, and press releases, in electronic or other format, pertaining to PMAM's services for the Project. Such publications will be provided to City of Fayetteville in draft form for City of Fayetteville's advance review. City of Fayetteville shall review such drafts promptly and provide City of Fayetteville's comments to PMAM, City of Fayetteville may require deletion of proprietary data or confidential information from such publications, but otherwise City of Fayetteville will not unreasonably withhold approval. Approved materials may be used in a variety of situations and do not require additional review or approval for each use. The cost of PMAM's activities pertaining to any such publication shall be for PMAM's account. 21. Entire Agreement: These Contract documents constitute the entire agreement between the City of Fayetteville and PMAM and may be modified only by a duly executed written instrument signed by the City of Fayetteville and PMAM. In the event of a conflict between the terms of this Contract and the appendices, this Contract and the terms and conditions contained in Appendix B shall control. City of Fayetteville, AR RFP 23-19, False Alarm Administration Services Contract: PM AM Corporation Page 5 of 6 22. Force Maieure: Any default in the performance of this Agreement caused by any of the following events and without fault or negligence on the part of the defaulting party shall not constitute a breach of contract: labor strikes, riots, war, acts of governmental authorities, unusually severe weather conditions or other natural catastrophe, disease, epidemic or pandemic, or any other cause beyond the reasonable control or contemplation of either party. Nothing herein relieves the City of its obligation to pay PMAM for services actually rendered. 23. Severability: In the event that any court of competent jurisdiction shall determine that any provision of this agreement shall be unenforceable, then that provision shall be deemed to be null and void and the remaining provisions hereof shall remain in full force and effect. 24. Debarment Certification: PMAM hereby provides debarment/suspension certification indicating compliance with the below Federal Executive Order. Federal Executive Order (E.O.) 12549 "Debarment and Suspension" requires that all contractors receiving individual awards, using federal funds, and all sub - recipients certify that the organization ana its principals are not debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded by any Federal department or agency from doing business with the Federal Government. PMAM hereby attests its principal is not presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from participation in this trarsaction by any federal department or agency. IN WITNESS WHEREOF, CITY OF FAYETTEVILLE, ARKANSAS by and through its Mayor, and PM AM CORPORATION by its authorized officer has made and executed this Agreement as of the day and year first above written. ATTEST: v:•'�(Y O,c'.G,Q'�� By: = > Kara Paxton, City Clerk Treasurer %�yKAN`'P oJ�: "11N ; 1111 O ,` Date Signed: June 4, 2024 City of Fayetteville, AR RFP 23-19, False Alarm Administration Services Contract: PM AM Corporation Page 6 of 6 PM AM CORPORATION By: PANKAJ KUMAR, CEO Date Signed: S /ZD: - q CONTRACT FOR PROFESSIONAL SERVICES RFP 23-19, False Alarm Administration Services APPENDIX A Scope of Work & Fees PM AM Corporation 1. INTRODUCTION: PM AM Corporation (PMAM) shall supply False Alarm Administration Services for the City of Fayetteville. This contract shall be for one (1) year with four (4) automatic renewal options. 2. SCOPE OF WORK: PM AM Corporation shall perform the following, utilizing the information in their Proposal: a. Provide an electronic database to track all security alarm registrations. b. Track false alarm responses as provided by the City and registration status (ex. Active, suspended or revoked) using the database. c. Make registration, false alarm, and registration status data available for import/export to/from the City and alarm companies in Microsoft Excel format. d. Provide the City with electronic lists of new registrations and changes of registration status on an as -needed basis. e. Generate and mail false alarm notifications, billings, and registration status change notifications to individuals and businesses. False alarm notifications and billings shall include information about the appeal process set forth in § 130.23 False Alarm Reduction of the Fayetteville City Code. f. Collect all associated fees and remit the City's portion of the cost -share to the City on a monthly basis. g. Ensure that only alarms within the City of Fayetteville are being registered. h. Provide a toll -free citizen customer support telephone line. These services shall not be outsourced and shall be conducted by PMAM. Customer service personnel shall have experience in handling the administration aspects (tracking and billing) of the program and the service shall support any citizen's inquiries about the City of Fayetteville's alarm ordinance, registrations, fines, etc. This support system shall be accessible Monday through Friday from 8:30 a.m. to 5:30 p.m. Central Standard Time, with the exception of the following holidays: New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas Day. i. Provide continuing education programs of false alarm reduction. City of Fayetteville, AR & PM AM Corporation APPENDIX A — SCOPE OF WORK AND FEES Page 1 of 3 j. All services to maintain compliance with the City's Alarm Ordinance. k. Establish a close working relationship with the City and provide a proven, tested alarm tracking and billing system that will meet the City's Alarm Ordinance requirements. I. For technical and security reasons, PMAM shall not have direct access to the City's Computer Aided Dispatch (CAD) system. PMAM shall be able to accept a simple data feed of this information on a regular basis. 3. PRICING/FEES: The following is PMAM's Pricing for this Contract: a. Price for this contract shall be structured as a revenue split with the City of Fayetteville according to the following revenue: i. Total Permit Fees ii. Renewal Fees iii. False Alarm Fines iv. Reinstatement Fees V. Civil Penalties vi. Late Fees vii. Alarm Company Civil Penalties viii. Any Other Fees and/or Fines b. The monthly alarm program fees shall be split and collected as below: PM AM Corporation City of Fayetteville, AR 40% 60% c. They City and PMAM shall share the revenue generated from fees, fines, and penalties as described above; provided that all bank charges, mailing costs, any $15.00 processing fees, and $4.00 administration fees per account incur in connection with the services rendered under this Contract by PMAM shall be paid by the program before the foregoing split of fees. d. In order to facilitate the sharing of revenues as set forth above, the City authorizes PMAM to open a Post Office Box and bank account on the City's behalf. e. The City shall pay PMAM a $15.00 processing fee for each refund check processed by PMAM through the program (the processing fee) which fee shall be charged against and paid by the program before the split of fees stated above. f. In the event PMAM submits an invoice or other statement to a permit holder for an amount payable to the City and such invoice or other statement is not paid or otherwise discharged within 120-days after the date the initial invoice or statement was mailed or otherwise submitted to such permit holder, the City shall pay PMAM an administration fee of $4.00 for each such invoice or other statement that has not been paid or otherwise discharged within said 120-day period in order to offset, in part, the costs and expenses incurred by PMAM in preparing, sending, and City of Fayetteville, AR & PM AM Corporation APPENDIX A — SCOPE OF WORK AND FEES Page 2 of 3 administering such invoices or statements. Any such administration fee shall be charged against and paid by the program before the split of fees stated above. g. PMAM reserves the right to re -negotiate the pricing should the City change the fee schedule or the false alarm ordinance. h. The City of Fayetteville shall continue to pay PMAM its percentage of fees collected for a period of 90-days after the termination of this Contract on fees collected during such period that are attributable to amounts billed by PMAM to permit holders prior to the date of termination of this Contract. This provision shall survive the termination of this Contract. 4. IMPLEMENTATION TIMELINE: Authorization Letters Sign off City Week 1 Creation of Standard Operatinq PM AM and City Week 1 - 2 Procedures (SOP) and Sign -off Sharing of all program data PM AM Week 3 requirements with the city Content for Invoices and 3 Weeks from correspondence creation and approval PM AM and City City providinq approved SOP 3 Weeks from Data Import PM AM City providing their alarm ro ram data 5 Weeks from Training to City Users PM AM and City City providing approved SOP Citizen website and FAMS program 6 Weeks from implementation GO UVE PM AM City providing approved SOP City of Fayetteville, AR & PM AM Corporation APPENDIX A - SCOPE OF WORK AND FEES Page 3 of 3 CITY OF FAYETTEVILLE ARKANSAS City of Fayetteville, Arkansas Purchasing Division — Room 306 113 W. Mountain Fayetteville, AR 72701 Phone: 479.575.8256 TDD (Telecommunication Device for the Deaf): 479.521.1316 Request for Proposal: RFP 23-19, False Alarm Administrative Services DEADLINE: Wednesday, November 15, 2023 before 2:0 , local time SR. PURCHASING AGENT: Amanda Beilfuss, abeilfuss etteville-ar. ov DATE OF ISSUE AND ADVERTISEMENT4QIQ�22/20 RFP 9:1-14 electronic bidding platfc Purchasing Division at th cliCA&fille — Room 306 ountoin Street 'e, AR 72701 Dough the City's third -party sal to the City of Fayetteville, All proposals shall be suYfnitted in accordance with the attached City of Fayetteville specifications lank and shall supply and documents attached hereto. Each Proposer is required to fill in every b all information requested; failure to do so may be used as basis of rejection. The undersigned hereby offers to furnish & deliver the articles or services as specified, at the prices & terms stated herein, and in strict accordance with the specifications and general conditions of bidding, all of which are made a part of this offer. This offer is not subject to withdrawal unless upon mutual written agreement by the Proposer/Bidder and City Purchasing Director. City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 1 of 17 City of Fayetteville RFP 23-19, False Alarm Administrative Services Advertisement City of Fayetteville, AR Request for Proposal RFP 23-19, False Alarm Administrative Services The City of Fayetteville is requesting proposals from properly qualified firms to administer the City's false alarm reduction program. This work includes, but is not limited to, database development and management, accounting services for registration and false alarm fees, and correspondence with citizens and businesses. Such services do not include the purchase and support of additional software systems. This contract shall be for one (1) year with four (4) renewal options. Any questions regarding this RFP shall bb� cted to Amanda Beilfuss, City of Fayetteville Sr. Purchasing Agent at abeilfuss@fayetteville-ar.gov or (479� 20. Solicitation documents and addenda shall be obtainej4Uhe City of NW1lle Pur ng Division's electronic bidding platform at www.fayetteville-ar.gov/bids. All Pvsals sh ceived dnesda November 15 2023 before 2:00 PM, Local Time utilizing the e e tronic bidding ftware,or(�y� mitting a sealed physical proposal to the City of Fayetteville, Purchasi ion. All saIs are fore the time stated. No late proposals shall be accepted. Submitting elect :rti ly is tr ncour he City of Fayetteville shall not be responsible for lost or misdirected propo s, r fail roposhnic uipment. All interested parties shall be quali do busi s and license accor e w th all applicable laws of the state and local governments e p ect is ocatey entit p ing a service for the City of Fayetteville shall be registe i he Arl Stecrep te. The City of Fayetteville reserves th g�to effect �dlProp d to waive irregularities therein, and al l parties agree that such rejecti0 a witho y on th f the City of Fayetteville for any damage or claim brought by any intereste ecaus rejec or shall any interested party seek any recourse of any kind against the Ci o Fay teville e of u tions. The filing of any Statement in response to this invitation shall co it an agree n the inte d party to these conditions. r� City of Fayetteville By: Amanda Beilfuss, Sr. Purchasing Agent P: 479.575.8220 abeilfuss@fayetteville-ar.gov TDD (Telecommunications Device for the Deaf): (479) 521-1316 Date of advertisement: 10/22/2023 This publication was paid for by the Purchasing Division of the City of Fayetteville, Arkansas. Amount paid: $182.12 City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 2 of 17 City of Fayetteville RFP 23-19, False Alarm Administrative Services General Terms & Conditions 1. SUBMISSION OF A PROPOSAL SHALL INCLUDE: Each proposal shall contain the following at a minimum. Proposer must also address detailed requirements as specified in the Scope of Work. a. A written narrative describing the method or manner in which the Proposer proposes to satisfy requirements of this RFP in the most cost-effective manner. The term Proposer shall be in reference to a firm or individual responding to this solicitation. b. A description of the Proposer's experience in providing the same or lar services as outlined in the RFP. This description should include the names of the person( h will provide the services, their qualifications, and the years of experience in performing this f work., include the reference information requested in this RFP. e) c. The complete fee and cost to the Ci+'i out ed in F . p t►Y�� d. Statement should be no moreNo 6-enty- Zpages; s' IeSided standard, readable, print on standard 8.5x11 document oser so qsbe tTiree age maximum executive g (maximum) summary. The following i will no n6wardenty-f' a limitation: appendix, cover sheet, 3-page executive mary, resu s (resurr es e than 1 page per person), and forms provided b ty r c leon. i. Submittinga d res on in o this proposal Ne prepared simply and economically, providing a straig ard, conc' criptio ;ability to meet the requirements for the project. Fancy i i ,color ays, ands oiotional material are not required. Emphasis should be co etenaRss arity, o nt. All documents physically submitted should bet i non stan /z" x ite papers and bound in one volume. Exceptions Y p �1� ' p p p 4 wou b s ematics ibits, on paa resumes, and City required forms. Limit proposal to t ve (25) �or leis uding one -page team resumes, references, and forms r it by th r c 1 II proposals shall be sealed upon delivery to the City of Faye tevi 1. 0 ion 1 —Electronic Submittal (strongly encoura ed : Proposers can go to www.fayetteville-ar.gov/bids and follow the prompts to submit a proposal within the electronic bidding platform. If a proposal is submitted electronically, a physical submission is not necessary. All Proposers must register in order to be able to submit. There is no fee for registration. 2. Option 2 — Physical Submittal: All Proposers shall submit one (1) original copy of their proposal as well as one (1) electronic copy on a properly labeled USB or other electronic media device. The electronic copy submitted shall be contained into one single electronic file and shall be identical to the hard copies provided. The use of Adobe PDF documents is strongly recommended. Files contained on an USB or electronic media City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 3 of 17 2. shall not be restricted against saving or printing. Electronic copies shall not be submitted via e-mail to City employees by the Proposer and shall be provided to the City in a sealed manner. FeclEx, UPS, USPS, or other packages should be clearly marked with the RFP number on the outside of the mailing package. e. Proposals will be reviewed following the stated deadline, as shown on the cover sheet of this document. Only the names of Proposer's will be available after the deadline until a contract has been awarded by the Fayetteville City Council. All interested parties understand proposal documents will not be available until after a valid contract has been executed. f. Proposers shall submit a proposal based on documentation published by the Fayetteville Purchasing Division. [A h 11 Proposals must follow the format of the RFP. Proposers shout r ture their responses to follow the sequence of the RFP. Proposers shall have experience in work o same r natur must provide references that will satisfy the City of Fayetteville. o oser shall fu ish a roe nc ist of clients for whom they have performed similar services OmationAarl anprovideuested in this document. Proposer is advised that exce to any erm cSd in is FP or the attached service agreement must be identifi 1 i s re o s the R 1TGre t o may lead the City to declare any such term non-neg&r. e. Propos desire to to xce o a non-negotiable term will not disqualify it from cor is w�a'rd. z Local time shall bN Documents shall be Purchasing Division, WRITTEN REQ No oral interp documents. � sent in writin m addendum if the espo� shall become part of th interpretation of the pr defined Pslllllii�eme i reoftoebefore thl J ttevillesas on the due date of the deadline. ine ti s shown by the atomic clock located in the located i�t e City's third -party bidding software. be ml�olny fir s a o the meaning of specifications or any other contract art i o the and conditions or scope of work of this proposal must be urch ** rtment. Responses to questions may be handled as an 04 JW provi e cl iication to the requirements of the proposal. All such addenda Wact docu ts. The City will not be responsible for any other explanation or ed RFP made or given prior to the award of the contract. 3. DESCRIPTION OF SUPPLIES AND SERVICES: Any manufacturer's names, trade name, brand name, catalog number, etc. used in specifications are for the purpose of describing and establishing general quality levels. Such references are NOT intended to be restrictive. Proposals shall be considered for all brands that meet the quality of the specifications listed for any items. 4. RIGHTS OF CITY OF FAYETTEVILLE IN REQUEST FOR PROPOSAL PROCESS: In addition to all other rights of the City of Fayetteville, under state law, the City specifically reserves the right to the following: City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 4 of 17 5. The City of Fayetteville reserves the right to rank firms and negotiate with the highest-ranking firm. Negotiation with an individual Proposer does not require negotiation with others. b. The City of Fayetteville reserves the right to select the proposal it believes will serve the best interest of the City. c. The City of Fayetteville reserves the right to accept or reject any or all proposals. d. The City of Fayetteville reserves the right to cancel the entire request for proposal. e. The City of Fayetteville reserves the right to remedy or waive technical or immaterial errors in the request for proposal or in proposals submitted. f. The City of Fayetteville reserves the right to request any c sary clarifications, additional information or proposal data without changing the terms of t o osal. g. The City of Fayetteville reserves the right t ke sele f the Pr to perform the services required on the basis of the original r osaIs without n otiatioc. h. The City reserves the right to as f est a offer fro o or more Proposers. The best and final offer process is not guara ; theref opos s bm' respond to this RFP on the most favorable terms avail EVALUATION CRITERIA: The evaluation criterion he f t al wilk the lec n committee to evaluate and score responsive, responsible a qualifie posals. �psers shall�c de sufficient information to allow the selection committee to thorou &161uate a p ropo ach proposal submitted shall be evaluated and ranked b a selection c e. The r twill b rded to the most qualified Proposer, per the Y q p , evaluation criteria listedi thi P. Pro re no�t� nteed to be ranked. All expenses in connection th� received, or for t, of 7. ORAL PRESENTATION: 31s to the City, or any work performed in iayment will be made for any responses �r(s) prior to contract commencement. An oral presentation and/or interview may be requested of any firm, at the selection committee's discretion. 8. CONFLICT OF INTEREST: a. The Proposer represents that it presently has no interest and shall acquire no interest, either direct or indirect, which would conflict in any manner with the performance or services required hereunder, as provided in City of Fayetteville Code Section 34.26 titled "Limited Authority of City Employee to Provide Services to the City". The Proposer shall promptly notify Amanda Beilfuss, City Sr. Purchasing Agent, in writing, of all potential conflicts of interest for any prospective business association, interest, or other circumstance City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 5 of 17 which may influence or appear to influence the Proposer's judgment or quality of services being provided. Such written notification shall identify the prospective business association, interest or circumstance, the nature of which the Proposer may undertake and request an opinion to the City as to whether the association, interest or circumstance would, in the opinion of the City, constitute a conflict of interest if entered into by the Proposer. The City agrees to communicate with the Proposer its opinion via e-mail or first-class mail within thirty days of receipt of notification. 9. WITHDRAWAL OF PROPOSAL: A proposal may be withdrawn prior to the time set for the proposal submittal based on a written request from an authorized representative of the firm; however, a proposal shall not be withdrawn after the time set for the proposal. 10. LATE PROPOSAL OR MODIFICATIONS: 11 12 Proposal and modifications received after the time set for the p considered. Modifications in writing received prior to the dea 1 not be responsible for misdirected bids. P sers refer t bidding portal or call the Purchasing DivisV11ised. 479) 5 documents prior to opening time and d The time set for the deadline shal shall be received in the Purcha�n determine local time shall `` Hall, 113 W. Mountain, vil CONSTITUTIONAL. STATli**AO The laws of the State of IVka shall comply with all constituti and subsequent contract(s) Business Enterprises (DBE),( I"tubmittal shall not be eill be accepted. The City will kubmissi 64atus in the online o ens431111rplef ipt of their submittal G" • on the date listed. All proposals state,^he official clock to ivision, Room 306 of City Per this request for proposal. Proposers s and laws as applicable to this proposal oyment Opportunity (EEO), Disadvantaged PROVISION FOR OJOWENCIE91' I Unless otherwi ulated by t poser e roposer agrees to make available to all Government agencies, de p s, mu a ies,6a4gql�ti , the proposal prices submitted in accordance with said proposal terms d conditi, n erein y said governmental entity desire to buy under this proposal. Eligible user mean all f Arkansas agencies, the legislative and judicial branches, political subdivisions (co ties, local district school boards, community colleges, municipalities, counties, or other public agencies or authorities), which may desire to purchase under the terms and conditions of the contract. 13. COLLUSION: The Proposer, by affixing his or her signature to this proposal, agrees to the following: "Proposer certifies that their proposal is made without previous understanding, agreement, or connection with any person, firm or corporation making a proposal for the same item(s) and/or services and is in all respects fair, without outside control, collusion, fraud, or otherwise illegal action." City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 6 of 17 14. RIGHT TO AUDIT, FOIA, AND JURISDICITON: a. The City of Fayetteville reserves the privilege of auditing a Contractor's records as such records relate to purchases between the City and said Contractor. b. Freedom of Information Act: City contracts and documents prepared while performing City contractual work are subject to the Arkansas Freedom of Information Act. If a Freedom of Information Act request is presented to the City of Fayetteville, the (contractor) will do everything possible to provide the documents in a prompt and timely manner as prescribed in the Arkansas Freedom of Information Act (A.C.A. §25-19-101 et. seq.). Only legally authorized photocopying costs pursuant to the FOIA may be assessed for this compliance. c. Legal jurisdiction to resolve any disputes shall be Arkansas with Arkansas law applying to the case. 15. CITY INDEMNIFICATION: The successful Proposer(s) agrees to indemnify the City and hold it ess from and against all claims, liability, loss, damage or expense, including but n � ited to co s, arisi m or by reason of any actual or claimed trademark, patent or copyright i n ment ion bas eon, with respect to the 4services or any part thereof covered b:Z11 thisn such obli tion sh�l` acceptance of the services and payment thereof by the City. e16. VARIANCE FROMSTANDARD TERMS `� All standard terms and condition d i uest or osal to this contract except as specifically stated in the subse e ections this documen ich recedence, and should be fully understood by Proposers pr r bmjP4,Lg a proposal is requi 17. ADA REQUIREMENT FOR BLIC NO 1 S IRA • Persons with disabilities requir' re�l5onable ac�q�l� odation r icipate in this proceeding/event, should call 479.521.1316 (telecomT a ons de ' f he de ater than seven days prior to the deadline. Persons needing translatiohis cio shall c the City of Fayetteville, Purchasing Division, immediately. 18. CERTIFICATE OF RANCE: The successfulQApeZer sh o ' e a C t e f Insurance of professional liability insurance in the amount of $1 mi ion US d a t mi mu uch Certificate of Insurance shall list the City as an additional insured and not be req r Ness firm lected. 19. PAYMENTS AND INVOICING: The Proposer must specify in their proposal the exact company name and address which must be the same as invoices submitted for payment as a result of award of this RFP. Further, the successful Proposer is responsible for immediately notifying the Purchasing Division of any company name change, which would cause invoicing to change from the name used at the time of the original RFP. Payment will be made within thirty days of invoice received. The City of Fayetteville is very credit worthy and will not pay any interest or penalty for untimely payments. Payments can be processed through Proposer's acceptance of Visa at no additional costs to the City for expedited payment processing. The City will not agree to allow any increase in hourly rates by the contract without PRIOR Fayetteville City Council approval. City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 7 of 17 20. CANCELLATION: a. The City reserves the right to cancel this contract without cause by giving thirty (30) days prior notice to the Contractor in writing of the intention to cancel or with cause if at any time the Contractor fails to fulfill or abide by any of the terms or conditions specified. Failure of the contractor to comply with any of the provisions of the contract shall be considered a material breach of contract and shall be cause for immediate termination of the contract at the discretion of the City of Fayetteville. c. In addition to all other legal remedies available to the City of Fayetteville, the City reserves the right to cancel and obtain from another source, any items and/or services which have not been delivered within the period of time from the date of order as determined by the City of Fayetteville. d. In the event sufficient budgeted funds are not available for a na&al period, the City shall notify IV-3 tow\Sa� f�Ab 21. ASSIGNMENT, SUBCONTRACTING, CORPORAIMCQUISITIONS A%D/OR a. The Contractor shall perform this c i1�at. No assient of sub�i�actingshall be allowed without prior written consent of the Ci If Pro ends to&:5 tract a portion of this work, the Proposer shall disclose such in the pr Tsub it res this RFP. b. In the event of a cor o e c uisition d or mer er, Co r shall provide written notice to p q / the City within thirty*03Nen ays of Contra's notic action or upon the occurrence of said action, w occ J ' J 22. NON-EXCLUSIVE CONTRACT: Award of this RFP shall im bli at' e City Tine the Contractor for all work of this type, g � Y Yp , which may develop during t ee tract p his is n exclusive contract. The City specifically reserves the right to concurre y ontract wi co a for similar work if it deems such an action to be in the City's best int e the case Itiple- has ontracts, this provision shall apply separately to each item. 23. LOBBYING: a► Lobbying of selection c tee memb , City of Fayetteville employees, or elected officials regarding request for proposals, re uest for qualifications, bids or contracts, during the pendency of bid protest, by the bidder/proposer/protestor or any member of the bidder's/proposer's/protestor's staff, and agent of the bidder/proposer/protestor, or any person employed by any legal entity affiliated with or representing an organization that is responding to the request for proposal, request for qualification, bid or contract, or has a pending bid protest is strictly prohibited either upon advertisement or on a date established by the City of Fayetteville and shall be prohibited until either an award is final or the protest is finally resolved by the City of Fayetteville; provided, however, nothing herein shall prohibit a prospective/bidder/proposer from contacting the Purchasing Division to address situations such as clarification and/or questions related to the procurement process. For purposes of this provision lobbying activities shall include but not be limited to, influencing or attempting to influence action or non -action in connection with any request for proposal, City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 8 of 17 request for qualification, bid or contract through direct or indirect oral or written communication or an attempt to obtain goodwill of persons and/or entities specified in this provision. Such actions may cause any request for proposal, request for qualification, bid or contract to be rejected. 24. ADDITIONAL REQUIREMENTS: The City reserves the right to request additional services relating to this RFP from the Proposer. When approved by the City as an amendment to the contract and authorized in writing prior to work, the Contractor shall provide such additional requirements as may become necessary. 25. SERVICES AGREEMENT: A written agreement, in substantially the form attached, incorporating the RFP and the successful proposal will be prepared by the City, signed by the successful Proposer and presented to the City of Fayetteville for approval and signature of the Mayor. 26. INTEGRITY OF REQUEST FOR PROPOSAL (RFP) DOCUMENTS: Proposers shall use the original RFP form(s) proviieuy the Pur 'DivisionC!!� enter information only in the spaces where a response is requested. Prop may ttachm an addendum to the RFP form(s) if sufficient space is not available o t riginal form fo he Propo r enter a complete response. Any modifications or alterations to the RFP do nts by th �oposer, whether intentional or otherwise, will constitute grounds for r 'RylstatedjOwf tof s response such modifications or alterations a Proposer wishes to propose shall be V s� res n and presented in the form of an addendum to the original RF*ume rll(< ' V 27. OTHER GENERAL CON DITIO :� � a. Proposers must he C OyN t�eir pr a ss signeby a employee having legal authority to submit proposals behalfropos �he entire os of preparing and providing responses shall be borne by the P 01 r. b. The City reserves the to rp y addit information it deems necessary from any or all Proposers aft t submissio ine. `0 c. This sol' n is not t stru n offer, a contract, or a commitment of any kind; nor does it co m City for curred by Proposer in preparation. It shall be clearly under to tha an is incu ed e Proposer in responding to this request for proposal is at the Proposer's own ' d expense cost of doing business. The City of Fayetteville shall not be liable for reimburseme t to the Proposer for any expense so incurred, regardless of whether or not the proposal is accepted. d. If products, components, or services other than those described in this bid document are proposed, the Proposer must include complete descriptive literature for each. All requests for additional information must be received within five working days following the request. e. Any uncertainties shall be brought to the attention to Amanda Beilfuss immediately via telephone (479.575.8220) or e-mail (abeilfuss@fayetteville-ar.gov). It is the intent and goal of the City of Fayetteville Purchasing Division to provide documents providing a clear and accurate understanding City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 9 of 17 of the scope of work to be completed and/or goods to be provided. We encourage all interested parties to ask questions to enable all Proposers to be on equal terms. Any inquiries or requests for explanation in regard to the City's requirements should be made promptly to Amanda Beilfuss, City of Fayetteville, Sr. Purchasing Agent via e-mail (abeilfuss@fayetteville-ar.gov) or telephone (479.575.8220). No oral interpretation or clarifications will be given as to the meaning of any part of this request for proposal. All questions, clarifications, and requests, together with answers, if any, will be provided to all firms via written addendum. Names of firms submitting any questions, clarifications, or requests will not be disclosed until after a contract is in place. g. At the discretion of the City, one or more firms may be asked for more detailed information before final ranking of the firms, which may also include oral interviews. h. Any information provided herein is intended to assist the Pr e in the preparation of proposals necessary to properly respond to this RF RFP is de 'to proviF:palified Proposers with sufficient basic information to submit sals m minimu p✓✓ecifications and/or test requirements but is not intended to Ii a RFP's conten r to e>c�e; ' y relevant or essential data. i. Proposers irrevocably consent t `gal r proce nn aiinnst it under, arising out of or in any manner relating to this Con shall be ed b s la poser hereby expressly and irrevocably waives any clai efen i a said a roc d ased on any alleged lack of jurisdiction or improper n e or any si r basis. j. The successful Pr hall o s n'the*v or any p t of is Contract or any monies due or to become due here der witho .rt ritten co City of IUy teville. Incase the successful Proposer assigns all or any part monies o bec e under this Contract, the Instrument of assignment shall co a use su tiff to th fat it is agreed that the right of the assignee g �� Y g g g e� in and to any mo ies d r to ue to t cessful Proposer shall be subject to prior liens of all persons, fir s, nd corpor ' r ser ' red or materials supplied for the performance of the servic for in th1 t ct. k. The sI Prop Iten ' 'e ed to the fact that all applicable Federal and State laws, municipNrdin c a the r es a�regulations of all authorities having jurisdiction overthe services shall apply to th act throug and they will be deemed to be included in the contract as though written out in ful erein. The successful Proposer shall keep himself/herself fully informed of all laws, ordinances and regulations of the Federal, State, and municipal governments or authorities in any manner affecting those engaged or employed in providing these services or in any way affecting the conduct of the services and of all orders and decrees of bodies or tribunals having any jurisdiction or authority over same. If any discrepancy or inconsistency should be discovered in these Contract Documents or in the specifications herein referred to, in relation to any such law, ordinance, regulation, order or decree, s/he shall herewith report the same in writing to the City of Fayetteville. City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 10 of 17 City of Fayetteville RFP 23-19, False Alarm Administrative Services Scope of Services and General Information 1. INTRODUCTION: The City of Fayetteville, Arkansas, hereinafter referred to as "the City", is seeking to enter into a revenue sharing contract with a firm responsible for registration, alarm tracking, billing, fee collection, and other services as directed by the City of Fayetteville Police Department, in correspondence with false alarm reduction efforts and City Ordinance No. 5083 (Appendix A). Such firm shall be a single provider and have 100% control of the quality of service provided. 2. SCOPE OF WORK This RFP contains, in general terms, the overall objectives of the City of (Tville in obtaining the services of a consultant. While an attempt is made to describe the general exp ti s of the City and the anticipated work to be performed, the City encourages all re s ding firms t in theiF.Pe posal any services they recommend to achieve these objectives that are n s cifical �sted he following services are anticipated, but not limited to, the following: a. Provide an electronic database to a` II s u arm regrr ns. b. Track false alarm Cit response �'ovid ended or -� Y rat s us (ex. Active suspended revoked) using the data c. Make registratio alar QJ e�istrati thus da �av ble for import/export to/from the City and alarm co anies in Nosoft Exc mat. I d. Provide the City wit f b nic list e�registr i and changes of registration status on an as - needed basis. e. Generate d it false at `ifications, 1T ings, and registration status change notifications to individ d business f. Responsi e for coll ct gall a oci fees and for remitting the City's portion of the cost -share to the City on a m asis. g. Ensure that only alarms within the City of Fayetteville are being registered. h. Provide a toll -free citizen customer support telephone line. These services shall not be outsourced and shall be conducted by the company that enters into a contract with the City. Customer service personnel shall have experience in handling the administration aspects (tracking and billing) of the program and the service shall support any citizen's inquiries about the City of Fayetteville's alarm ordinance, registrations, fines, etc. This support system shall be accessible a minimum of five (5) days per week, eight (8) hours per day. Provide continuing education programs of false alarm reduction. City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 11 of 17 Must perform all services to maintain compliance with the City's Alarm Ordinance. k. During the contract period, the selected vendor shall establish a close working relationship with the City and provide a proven, tested alarm tracking and billing system that will meet the City's Alarm Ordinance requirements. I. The City of Fayetteville desires minimal involvement to be needed of City staff time and resources to support the alarm registration, false alarm tracking, and fee remittance process. m. For technical and security reasons, the awarded firm shall not have direct access to the City's Computer Aided Dispatch (CAD) system. Firm shall be able to accept a simple data feed of this information on a regular basis. PROPOSAL REQUIREMENTS: 0 Such contract shall be at no cost to the City Fayetteville&n$§be wit lyn firm that has no interest whatsoever in the security alarm busines Company shall have a minimum 3) year ' xp rience� Coinistering similar false alarm reduction programs. The experie be ba the size program, as stated in Ordinance No.5083. Each firm shall provide f, efere oi'6ther j i ions t r rider contract (no services subcontracted or out ) for false al m redun servic eferences shall not include the sole use of a sof r )Act. � � 'AWN, Each proposal sha incl deNcriptio and vices it offers. Include the names and principals in the firm location�jQ compa headquarters, including branch locations in and/or outside of kh ed StAN ♦._ e. Inclu admi offer d to this contract, accompanied by resumes and and has been providing security alarm -ninistrative services are your primary service Provide a description of the level of involvement required by the City to support the proposed security alarm administration process. g. Describe any online registration and status capabilities. h. List any past or present filed lawsuits. Provide a customer support number for quality assurance testing. List any reporting capabilities, including any web -based databases accessible by the City. City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 12 of 17 k. Provide disclosure and supporting documentation that will be used by firm when directing collection service personnel on handling accounts by telephone or in writing. Provide any accompanying documentation. 4. COST PROPOSAL: Each firm submitting a proposal shall provide pricing details and cost sharing information. Firms shall list what fees are included in their portion of the revenue received. This contract shall result in no additional fees to the City of Fayetteville. 5. CONTRACT TERMS: Contract shall be considered valid for one (1) year from Council approval with four (4) yearly renewable options. The contract may be terminated by either party with a thirty (30) d ritten notice without penalty. 6. PROPOSAL CONTENT: Proposals shall be prepared simply and econo providing ightfor concise description its ability to meet the requirements for the project. F bindin red di 'sand promotional material are not required. Emphasis should be on♦c teness d rity oi'Nxceptions t nt. All documents should be typewritten on standard 8 %" x 11" white d bo ne vol would be schematicsYp � , exhibits, or other information necessar litate of Faye Mille s ab' 'ty to accurately evaluate the proposal. Limit proposal to twenty- ' pa s , excl i e-pa e resumes, references, and forms required by the City for co n. 7. CONTRACT FORMATION - If the negotiation produ s mutual e ent, i?♦act will onsidered for approval by the City of Fayetteville City Council. I ne at' ns with th st-rank' poser fail negotiations may be initiated Y Y J� p g Y with the next highest-rankin er unt' a ement is ed. The City reserves the right to reject all offers and end the process i exec ontract�'w 8. SELECTION CRITER ♦ ` The following will be u the C' valuate and score responsive proposals. Proposers shall include suffici i r m a t iiiii a ow t ♦ oroughly evaluate and score the proposal. Each proposal submitted is not equi d ranke by he selection committee. The contract may be awarded to the most qualified firm, p evaluatio riteria listed below, based on the evaluation of the selection committee. Following t evaluation of the proposals, the Selection Committee may request that the top- ranking firm(s) make an oral presentation or be interviewed. If presentations are necessary, they will take place in Fayetteville, Arkansas. Notices will be sent by the Purchasing Division. 1) 20% Qualifications in Relation to Specific Project to be Performed: Information reflecting qualifications of the consultant, partners, and project team. Indicated specialized experience and technical competence of the firm in connection with the type and complexity of the service required. Subcontractors, if used, shall be listed with information on their organization. City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 13 of 17 2) 30% Experience, Competence, and Capacity for Performance: Information reflecting the names, titles, and qualifications (including experience and technical competence) of the major personnel assigned to this specific project. 3) 20% Proposed Method of Doing Work: A proposed work plan (description of how the project would be conducted as well as other facts concerning approach to scope) indicating methods and schedules for accomplishing scope of work. Include with this the amount of work presently underway. 4) 20% Past Performance: Previous evaluations shall be considered a significant factor. If previous evaluations with the City are not available, the professional firm's past performance records with City and others will be used, including quality of work, timely performance, diligence, and any other pertinent information. Firm provide a list of similar jobs performed and person whom the City can contact fo�f ation. 5) 10% Cost/Fees: Complete costs and s describe r L RFP an elivery of the proposal including fiscal feasibility and fin I stabil fees shaRrly identified with RFP response and be itemize uch as possibl • � ♦G 9. ADDITIONAL DOCUMENTS AND INFOR C` he II g locum tss e included with this solicitation as additional information: a. Appendix A - City Or No. 5,kl;y- rV of J G City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 14 of 17 City of Fayetteville RFP 23-19, False Alarm Administrative Services Signature Submittal 1. DISCLOSURE INFORMATION Proposer must disclose any possible conflict of interest with the City of Fayetteville, including, but not limited to, any relationship with any City of Fayetteville employee. Proposer response must disclose if a known relationship exists between any principal or employee of your firm and any City of Fayetteville employee or elected City of Fayetteville official. If, to your knowledge, no relationship exists, this should also be stated in your response. Failure to disclose such a relationship may result in cancellation of a purchase and/or contract as a res It of your response. This form must be completed and returned in order for your bid/proposal to be eligible nsideration. PLEASE CHECK ONE OF THE FOLLOWING TWO OPTION SITAPPRAPPLI�O YOUR FIRM: 1) NO KNOWN RELATIONSHI EXI ` e) 2) RELATIONSHIP EXISTse exp14Z 01,411 1QZ \'6VI at '00P - Q� r,..O ..* Q I certify that; as an officer A?iisZolrganiiz �n, r per `t ched le e f authorization, am duly authorized to certify the information provided h in,,*' accurate e; and nization shall comply with all State and Federal Equal Opportunity and - i rimin i r ireme t conditions of employment. Pursuant Arkansas Code t0ptat d §25-� he o r agrees and certifies that they do not currently boycott Israel and wil of ycott Is d ing any ti which they are entering into, or while in contract, with any public en ' defined i - 03. f ny time during contract the contractor decides to boycott Israel, the contra st notintr I' entity in writing. it Pursuant Arkansas Code An §25-1-10M, the Contractor agrees and certifies that they do not currently boycott Energy, Fossil Fuel, rearms, and Ammunition Industries during any time in which they are entering into, or while in contract, with any public entity as defined in §25-1-1002. If at any time during the contract the contractor decides to boycott Energy, Fossil Fuel, Firearms, and/or Ammunition Industries, the contractor must notify the contracted public entity in writing. 2. PRIMARY CONTACT INFORMATION At the discretion of the City, one or more firms may be asked for more detailed information before final ranking of the firms, which may also include oral interviews. NOTE: Each Proposer shall submit to the City a primary contact name, e-mail address, and phone number (preferably a cell phone number) where the City selection committee can call for clarification or interview via telephone. City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 15 of 17 Corporate Name of Firm: Primary Contact: Title of Primary Contact: Phone#1 (cell preferred): Phone#2: E-Mail Address: 3. ACKNOWLEDGEMENT OF ADDENDA Acknowledge receipt of addenda for this invitation to bid, request for proposal, or request for qualification by signing and dating below. All addendums are hereby made a part of the bid or RFP documents to the same extent as though it were originally included therein. Proposers/Bidders should indicate their receipt of same in the appropriate blank listed herein. Failure to do so may subject Contractor to dis ication. ADDENDUM NO. SIGNATURE AND PRINTED NAME DA ACKNOWLEDGED 4. DEBARMENT CERTIFICATION: As an interested art on this ro'e ✓are re d providc e rmen sion certification indicating party p J p e� p g compliance with the below Fed cutive Orde . Certif'"ion can n by completing and signing this form. 0J ♦ �� Federal Executive Order (E. .) 1 49 "De arme�uspe equires that all contractors receiving individual awards, using federal nd all s -r ients c at the organization and its principals are not debarred, suspended, pro s d r deb declar igible, or voluntarily excluded by any Federal department or agency fro ing usinest he Fed ernment. Signature certifies tha th r you n ♦ �rincipa 's presently debarred, suspended, proposed for debarment, declared ineligibl o ntar' y ed fra p'41INipation in this transaction by any federal department or agency. Questions regarding this fo should be directed to the City of Fayetteville Purchasing Division. NAME OF COMPANY: PHYSICAL ADDRESS: MAILING ADDRESS: TAX ID #: AR. SECRETARY OF STATE FILING #: City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 16 of 17 PHONE: E-MAIL: SIGNATURE: PRINTED NAME: TITLE: FAX: DATE: . 1 " EN FP DOCUMENT P City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 17 of 17 Appendix A ORDINANCE NO, 5083 AN ORDINANCE ADOPTING A FALSE ALARM ORDINANCE TO IMPROVE PUBLIC SAFETY BY REDUCTION REDUCING EMERGENCY RESPONSES TO FALSE ALARMS; AND TO ENCOURAGE ALARM USERS TO PROPERLY USE AND MAINTAIN THE OPERATIONAL EFFECTIVENESS OF ALARM SYSTEMS IN ORDER TO REDUCE OR ELIMINATE FALSE ALARMS. WHEREAS, the Fayetteville Police D artm �c 'ved over 42,360 calls in 2006, of which 3,851 were from alarms; and, � P Q WHEREAS, of these 3,851 calj�'�oym�ar��s�3,823 (or 99.2%) were false alarms; and, 0) WHEREAS, sending an ger,��'rese to a false alarm decreases the availability of police officers t s o mergencies, thereby decreasing public safety; and, WHEREAS, it has been d%termi en d that often these false alarms are the result of the property owner's failure to properly maintain the alarm systems; and, WHEREAS, this Ordinance contains provisions which strive to reduce false alarms, sets forth a permitting system with controls to facilitate the reduction of false alarms, and requires the disciplined use of alarm systems by Alarm Users. NOW, THEREFORE, BE IT ORDAINED BY THE CITY COUNCIL OF THE CITY OF FAYETTEVILLE, SAS: Section 1. That the city Council of the City of Fayetteville, Arkansas, hereby adapts a False Alarm Reduction Ordinance, the full text of which, marked Exhibit "A," is attached hereto and made a part hereof. Section 2. That the City Clerk shall place an item on the agenda of the City Council's regular meeting held on February 3 2009, to review the False Alarm Reduction Ordinance. Wage 2 Ord. 5083 Section 3. Effective Date. In order to allow sufficient time to establish the alarm permit system and 'Issue the necessary permits, this ordinance shall take effect 120 days from the date of passage. PASSED and APPROVED this 20th day of November, 2007. APPROVED: By: DAN COODY, Mayor ATTEST: By: ease 0 • •-}� FAY ETT EV 1 LLEN. ; SP.' imali ti DR,�: SI1YH, City Clerk/Treasurer EXHIBIT "A" 130.23 False Alarm Reduction (A) Definitions. For the purposes of this Section, the following definitions shall apply unless the context clearly indicates or requires a different meaning. Alarm Administrator means a Person or Persons designated by the Chief of Police to administer, control and review False Alarm reduction efforts and administer the provisions of this Section. Alarm Dispatch Request means a notification to the Fayetteville Police that an alarm, either manual or automatic, has been activated at a particular Alarm Site. responsible use, operation, and maintenance of Alarm Systems and the problems created by False Alarms. Alarm User means any Person, who operates an Alarm System. Arming Station means a device that allows control of an Alarm System. Automatic Voice Dialer means any electrical, electronic, mechanical, or other device capable of being programmed to send a prerecorded voice message, when activated, over a telephone line, radio, or other communications system, to the Fayetteville Police requesting dispatch. Alarm Installation Company means Burglar Alarms means any system a Person who sells, provides, maintains, or device detecting and reporting any services, repairs, alters, replaces, moves, unauthorized entry or attempted entry or and/or installs an Alarm System at an Alarm propert�amage upon real property. Site. Alai on utomatic teller machines are in in� definition. Alarm User Permit means a perm' �'� qj '�� Issued by the City to the Alarm User �Gj �a ce!lation means the process operate an Alarm System, obtained afte e !,� v tpXspatch is terminated when an Alarm User makes written applic to �� (�,'laf lNstallatian Company or Alarm either the Alarm Installation p r�'� •�J`I�10 g Company for the Alarm Site Alarm Monitoring Company, or in t �f ��. n the Fayetteville Police before their a Local Alarm, the Alarm Administrgal that there is not an existing situation t the Alarm Site requiring response after an Alarm Dispatch Request. Alarm Site meansin ix premise or location served by Ala Conversron means the transaction System or Systems. Each unit, if erved by or process by which one Alarm Installation a separate Arming Station in a multi -unit Company or Monitoring Company begins building or complex, shall be considered a the servicing, monitoring or both of a separate Alarm Site. Alarm System means a device or series of devices, including, but not limited to, hardwired systems and systems interconnected with a radio frequency method such as cellular or private radio signals, which emit or transmit a remote or local audible, visual or electronic signal indicating an alarm condition and intended to summon a police response, including Local Alarm Systems, Alarm System does not include an alarm installed in a vehicle or on someone s person. Alarm User Awareness Mass means a class conducted for the purpose of educating Alarm Users about the previously unmonitored Alarm System, or an Alarm System previously serviced or monitored or both by another Alarm Company. Dispatch means the process in which the Fayetteville Police is instructed to respond to an alarm. False Alarm means an Alarm Dispatch Request to summon the Fayetteville Police to a non -emergency situation. For enforcement purposes, any Dispatch Request cancelled prior to the arrival of the Fayetteville Police at the Alarm Site will still not be counted as a False Ala rm _ Grace Period means a specified length of time from the date of installation or Conversion/Takeover during which no occurrence, fine or penalty is assessed for False Alarms Local Alarm System means any Alarm System, which is not monitored, that emits or transmits a local audible, visual or electronic signal indicating an alarm condition only at the Alarm Site. Monitoring Company means a Person in the business of providing Alarm Monitoring services. Monitoring means the process by which a Monitoring Company receives signals from an Alarm System and relays an Alarm Dispatch Request to the Fayetteville Police for the purpose of summoning a police response to an Alarm Site. police assistance in order to avoid injury, serious bndily harm or death at the hands of the perpetrator of the robbery or other crime Takeover means the transaction or process by which an Alarm User takes over control of an existing Alarm System, which was previously controlled by another Alarm User. Verify means an attempt by the Monitoring Company, or its representatives, to contact the Alarm Site by telephonic or other electronic means, whether or not actual contact with a Person is made, to determine whether an alarm signal is valid before requesting a police dispatch, in an attempt to avoid an unnecessary Alarm Dispatch Request. For purposes of this Section, verify requires, that if the initial call to the Alarm Site is unanswered, the Monito�g Company must make a second call t�eaWer Responsible Individual at a QJ di""', n,t, P'than the one listed as the 8?'m e�L�' telephone number. This process n he transaction � �S `din as ECV, or Enhanced Cal! Purchase means t ct � �� process by which an Alarm Company Q� `,�' ���T-_a�(-` assumes control or possession of a�'� � existing alarm account. P ��'' •�J� ��Zones mean division of devices into Vch an Alarm System is divided to indicate Response means the di� }�� '� lbe general location from which an Alarm Fayetteville Police person nel t6 �C��ystem signal is transmitted. premises where an activated. Responsible Individual means an individual who is able and has agreed to -receive notification of an Alarm System activation at any time, respond to the Alarm Site within 30 minutes at any time, and, -grant access to the Alarm Site and deactivate the Alarm System upon request. Robbery alarm (also hold-up alarm or panic alarm) means an alarm signal generated by the manual or automatic activation of a device, or any system, device, or mechanism on or near the premises intended to signal that a robbery or other crime is in progress, and that one or more persons are in need of immediate (B) Administration and funding. (1 ) Responsibility for administration of this Chapter is vested with the Chief of Police (2) The Chief of Police designates an Alarm Administrator to carry out the duties and functions described in this Chapter. (3) Monies generated by false alarm service fees pursuant to this Chapter shall be dedicated for use by the Department directly for administration of the alarm program and for recovery of general police services lost to false alarm response. (4) The Alarm Administrator shall conduct an annual evaluation and analysis of the effectiveness of this Chapter and identify and implements system improvements, as warranted. (C) Permit required; Application; Transferability: False Statements. (1) No Alarm User shall operate, or cause to be operated, an Alarm System at its Alarm Site without a valid Alarm Permit. A separate Alarm Permit is required for each Alarm Site. (2) Existing Alarm System. Any alarm system which has been installed before the effective date of this chapter shall be registered by the Alarm User within 120 (One Hundred Twenty) days of such effective date. (3) Alarm Systems. Any Alarm System that is installed on a protected premises located within the City of Fayetteville, the Alarm User shall have ten (10) days from the date of the installation to notify the Alarm Administrator that an alarm system has been installed and the send the Alarm Administrator the name and address of the numbers of the Person who will be the Permit holder and be responsible for the proper maintenance and operation of the Alarm System, (b) the classification of the Alarm Site (e.g, single or multi -family residential, commercial, warehouse, governmental, etc. ); (c) mailing address, if different from the address of the Alarm Site, (d) the date of installation, Conversion or Takeover of the Alarm System, (e) the name, address, and telephone number of the Alarm Installation Company or .� companies performing the larm System installation, �inversion or Takeover, and of Alarm user and a copy or the custom T '�G the Alarm Installation Company False Alarm Prevention Checklist. Faiiur ` �Gj� � responsible for providing repair an Alarm User to notify the � � �� `,Qservice to the Alarm System; Administrator of a new Alarm tem installation within ten (ten) day 0u�A'1 • J� the name, address, and installation shall result in a fee of $ O�Q'\ 0� � (4) The Alarm Permit apoRtiost be submitted by the Alarm User to tj�e�Aia��. Administrator at the time of ��'' Al System installation or Takeover. All Local Alarm System applications must be submitted to the Alarm Administrator at the time of an Alarm System installation or Takeover by the next business day. The Alarm Permit shall be effective until such time as the registered Alarm User no longer occupies the Alarm Site. (5) An Alarm Monitoring Company or Alarm Installation company ma provide the information for an Alarm Permit to the Alarm Administrator on behalf of the Alarm User. (6) Each Alarm Permit application must include the following information: (a) the name, complete current address, (including apartment or suite number), and telephone telephone number of the monitoring Company, if different from the Alarm Installation Company, any protective I reactive systems , and, (g) signed certification from the Alarm User stating that: i a set of written operating instructions for the Alarm System, including written guidelines on how to avoid False Alarms, have been left with the applicant by the Alarm Installation Company, ii. the Alarm Installation Company has trained the applicant in the proper use of the Alarm System, including instructions on how to avoid False Alarms; and, the Alarm User is aware of the fact that a police -3^ response may be influenced by factors including, but not limited to, the availability of police units, priority of calls, weather conditions, traffic conditions, and staffing levels. (7) Any false statement of a material fact made by an applicant for the purpose of obtaining an Alarm Permit shall be sufficient cause for imposition of a fee prior to the issuance of a Permit by the Alarm Administrator. Alarm System was intended to report. (2) An Alarm User shall have a Licensed Alarm Installation Company inspect the Alarm System after three (3) False Alarms within a revolving three-month period. The Alarm Administrator may waive a required inspection if (s)he determines that a False Alarm(s) could not have been related to a defect or malfunction in the Alarm System. (3) An Alarm User shall not use Automatic Voice Dialers to notify the (8) An Alarm Permit cannot be Fayetteville Police Department transferred to another Person or Alarm Site. An Alarm User shall inform the Alarm (4) An Alarm User shall maintain at Installation or Alarm Monitoring Company, in each Alarm Site an Alarm Permit and a set case of a monitored Alarm System, or the of written operating instructions for each Alarm Administrator, in the case of a non- Alarm System. monitored Alarm System, of any change to any of the information on the Alarm Permit larUsers may agree with their application within five (5) business days of � All In 011%tion Company or Monitoring such change. j��'� �A pa o go through a grace period for �T e s en (7) days after installation of (9) An Alarm Permit is good for tw�1) !'� r�ystem during which time neither years from the issued date. �� Installation Company nor the •�J�o to ng Company will have any obligation (10) The Alarm User is c ��Iy tq pond to any Alarm Signal from the responsible for the payment of anf f '� G, arm Site. 1f the Alarm Signal is the result services. �i ��� G,�bf an actual alarm event, the Alarm Installation Company or the Monitoring (11)Per A.C.A. 17-40-0, t '`7i� �� Company shall send an Alarm Dispatch to Permit will be given at no cost t Al the Fayetteville Police. User. � (D) Duties of the Alarm User. (1) An Alarm User shall: (a) maintain the Alarm Site and the Alarm System in a manner that will minimize or eliminate False Alarms, (b) make every reasonable effort to have a Responsible Individual available at the Alarm Site within 30 minutes after an Alarm Dispatch Request; and, (c) not activate an Alarm System for any reason other than an occurrence of an event that the (E) Duties and Authority of the Alarm Administrator (1) The Alarm Administrator shall establish a procedure for notification to the Alarm User of the occurrence of a False Alarm. Such notice shall include. (a) the date and time of police response to the False Alarm, (b) the response incident number, and, (c) a statement urging the Alarm User to ensure that the Alarm System is properly operated, inspected, and serviced in order to avoid False Alarms and resulting fee for service_ -4- (2) The Alarm Administrator or the Fayetteville Police may create and implement an Alarm User Awareness Class. The Alarm Administrator may request the assistance of False Alarm Associations, alarm companies and emergency service agencies in developing and implementing the class. The class shall inform Alarm Users of the problems caused by False Alarms and teach Alarm Users how to avoid False Alarms. (F) Fees for Service. (1) An Alarm User shall be subject to a fee for service, depending on the number of False Alarms within a calendar year based upon the following schedule: # of False Alarms Fee for Service 1 $0.00 2 $75.00 3 $100.00 4 $150.00 5 $200.00 6 or more $250.00 Activation of a robbery alarm shall be deemed an intentional act for which a required fee shall be deemed imposed for false alarms. Any alarm user of such alarms shall pay the city a fee for each and every false robbery alarm to which police respond. # of False Alarms Fee for Service 1 $0.00 2-3 $100.00 4 or more $200.00 The higher fee will continue to be assessed until the alarm user submits a certification from an Alarm Installation company, stating that the Alarm System has been inspected and repaired (if necessary) by the Alarm Installation Company and proper training has been provided to the alarm user. A $25.OQ4,bte fee will be assessed for each Is fats m i�voice not paid within 30 days L of e. �1lam Cancellations. l�he Monitoring Company shall . J�o {2} In addition, any Person o�?�ti�a' � icate Verified Cancellations of non -permitted Alarm System will be ject ��' A Dispatch Requests to the Fayetteville to an additional fee for service of �¢ �� ice in a manner and form prescribed by The Alarm Administrator ma aive \CO his Section. additional fee for non-p tted Systems, if the Alarm Us r su � s ��ti� (2) In order for the Fayetteville Police to application for Alarm Permit witen (� verify the identity of the Monitoring Company days after notification of such a violation, and to confirm that the correct Alarm y rl, + h D l is f'onrcllcri 11Annitnrinn (3) An audible alarm that has not been called into the Fayetteville Police Department by an Alarm Monitoring Service shall not constitute a false alarm under this section. (4) Notice of the right of Appeal under this ordinance shall be included with any fee for service. (5) A $25,00 late fee will be assessed for each false alarm invoice not paid within 30 days of notice. (G) Robbery Alarm_ 1spa c eques s 1g Companies must use the Incident Number given to them by the Fayetteville Police when the alarm call was first made. (3) For Alarm Systems that utilize a Monitoring Company, a request for Cancellation of an Alarm Dispatch Request will only be accepted from the Monitoring Company and only after the Incident Number has been reported to the Fayetteville Police (4) if a cancellation occurs prior to law enforcement arriving at the scene, this is not a False Alarm for the purpose of fees for service and no fee will be assessed. (5) Robbery alarms from financial institutions cannot be canceled and an officer response is mandatory per the Policies and Procedures of the Fayetteville Police Department. In this situation, if a financial institution employee contacts the Fayetteville Police Department to notify of a false alarm prior to the Alarm Monitoring Company notifying of an alarm dispatch request, then this will be considered a cancellation request and no fee will be assessed. (1 ) Suspension of Response. (1) The Alarm Administrator may suspend police response to an Alarm Site by revoking the Alarm Permit if it is determined that: (a) The Alarm User has 6 or more False Burglary Alarms within a twelve (12) month period, or, (b) There is a statement of a ly material fact known to be false In police response to the Alarm Site by again suspending the Alarm Permit if it is determined that two (2) False Alarms have occurred within one hundred eighty (180) days after the reinstatement date. (J) Appeals. (1) 1f the Alarm Administrator assesses a Fee for Service, the Alarm Administrator shall send written notice of the action and of the right to appeal to the Alarm User_ (2) The Alarm User may appeal an assessment to the Alarm Administrator by setting forth in writing the reasons for the appeal within fifteen (15) business days after receipt of the fee for service or a notice of revocation. (3) Alarm User may appeal an adv r�►dec ion of the Alarm Administrator to�`�a1,slarm Appeals Panel as follows: the application for a permit; or, ��T Qj �G> �.� {a} The Alarm User may file a (c) The Alarm User has f �' GJ �1�en request for review of an to make timely payment of fo � verse decision of the Alarm service assessed; or, P �� �J� administrator by paying an appeal !}, ���. �� fee of $25.00, and setting forth the (d) The Alarm User hile '� � reasons for the appeal within fifteen to submit a written cert �ti n, f � �C�� (15) business days after the date of an Alarm Installation pa at nntifiratinn of an adverse decision complies with the ire s ei��� this article, stating that Alarm System has been insp cted and repaired (if necessary) and/or additional training has been conducted by the Alarm Installation Company. (2) A Person commits an offense if he/she operates an Alarm System during the period in which the alarm permit is suspended and is subject to enforcement and Fees. (3) Unless there is separate indication that there is a crime in progress, the Fayetteville Police Department may refuse a officer response to an Alarm Dispatch Request at an Alarm Site for which the Alarm Permit is suspended. (4) If the Alarm Permit is reinstated the Alarm Administrator may again suspend from the Alarm Administrator. Appeal fees shall be fully refunded if the appeal is granted. (b) The False Alarm Appeals Panel shall be comprised of five (5) members, each to be appointed by the Chief of Police, to serve a term of three (3) years. The panel will consist of an alarm industry representative, a member of the Fayetteville Police Department, and an at large citizen of Fayetteville. (c) The False Alarm Appeals Panel shall conduct a review within thirty (30) days of the receipt of the request, and consider all evidence presented by any interested Person(s). The False Alarm Appeals Panel shall make its decision based upon the preponderance of the evidence _6- presented. The False Alarm Appeals Panel shall render its decision to either affirm or reverse the decision of the Alarm Administrator no later than ten (10) days after the date of the hearing. (4) The filing of a request for appeal shall stay enforcement and collection of any fee for service assessed, until such time as the False Alarm Appeals Panel renders it decision. If a request for appeal is not made within the fifteen (1 5) period set forth at subsection (J)(3) (a) above, the action of the Alarm Administrator shall be deemed final. (5) The Alarm Administrator or the False Alarm Appeals Panel may adjust the accrued number of False Alarms based on evidence that: (a) a False Alarm was caused by the actions of the telephone company, Alarm Installation � (b) (c) (a) Submits a new application, and, (b) pays, or otherwise resolves, all outstanding citations, fees and fines, and, (c) submits a certification from an Alarm Installation Company, stating that the Alarm System has been inspected and repaired (if necessary) by the Alarm Installation Company, (2) In addition, the Alarm Administrator may require one or more of the following as a condition to reinstatement, (a) proof that an employee of the Alarm Installation Company or Monitoring Company caused the *ka1se Alarm; PotG ) upgrade the alarm control Company, and/or the Monitorine) �Wel to UP-01 Compliant Panel; Company; or, � � GQ(c) a written statement from an a False Alarm was cau�e'�Yy e by the inspector designated power outage lasti�t'lor by the Chief of police that the Alarm than four (4) flours; or, �� ��� �� System has been inspected and is in good working order; shows that the AI Dfsp \C17 Request was not �se m; (d) the officer response was not completed in a timely fashion; and/ or, (6) In determining the number of False Alarms, multiple alarms occurring in any twenty-four (24) hour period may be counted as one False Alarm* to allow the alarm use time to take corrective action unless the false alarms are directly caused by the alarm user. (K) Reinstatement. (1) A Person whose Alarm Permit has been revoked may, at the discretion of the Alarm Administrator or the Chief of Police have the Alarm Permit reinstated by the Alarm Administrator or the Chief of Police if the Person_ (d) confirmation that all motion detectors are dual technology type; (e) confirmation that the Alarm System requires two independent zones to trigger before transmitting an alarm signal to the Monitoring Company, �f} confirmation that the Alarm System requires two independent detectors to trigger before transmitting an alarm signal to the Monitoring Company; (g) certification that the Monitoring Company will not make an Alarm Dispatch Request unless the need for a off 4cer is confirmed by a listen -in device, (h) certification that the Monitoring Company will not request an Alarm Dispatch unless the need -7- for a officer/deputy is confirmed by a camera device, or (i) certification that the Monitoring Company will not make an Alarm Dispatch Request unless the need for a officer is confirmed by a Person at the Alarm Site. 0) alarm user successfully completes an on-line alarm awareness class and test (L) Government Immunity. An Alarm Permit is not intended to, nor will it, create a contract, duty or obligation, either expressed or implied, of response. Any and all liability and consequential damage resulting from the failure to respond to a notification is hereby disclaimed and governmental immunity as provided by law is retained. By applying for an Alarm Permit, the Alarm User acknowledges that Fayetteville Police Department respons�'� may be influenced by factors such as: availability of officers, priority of weather conditions, traffic co ons, emergency conditions, staffing prior response history. Greg Tabor Submitted By City of Fayetteville Staff Review Form City Council Agenda Items and Contracts, Leases or Agreements 41;W2007 City Council Meeting Date Agenda Items Only Police Division Action Required: JCity Council adopt the attached False Alarm Reduction Ordinance. Cost of this request Acwunt Number Project Number Budgeted Item Department �1 Category /Project Budge e) F0lS Lse�Qgate e) City Attorney ' Date Finance and Internal Service Director Mayor Comments: 11-5--67 16 k Date 12i 4st )01au#Yl AO& C / 0-0 Police Department Program Category / Project Name Program / Project Category Name Fund Name Previous Ordinance or Resolution ## Original Contract Date: Original Contract Number: Revised April 16, 2007 FAYETTEVILLE THE CITY OF FAYETTEVILLE, ARKANSAS TO: Mayor Dan Coody and Members of the City Council FROM: Greg Tabor, Chief of Police DATE: October 31, 2007 SUBJECT: False Alarm Reduction Ordinance POLICE DEPARTMENT Recommendation: Council adopts the attached False�'arm Reduction Ordinance. P •G Back round: In 2006, the Fayettevil i �l' p�nt responded to 3851 alarm calls. Of those calls, only 28 resulteri �� r st. The result is a 99% false alarm rate. Alarms require two �r �:1►cal . ge of 25 minutes is spent on each alarm call. This results in 4 yes � t' 0 1 5,611.00. (7!�4e 3 ry Discussion: The False Al e .fin`� �ss�ciation and National Burglar and Fire Alarm Association mode in w 'Ld when drafting this ordinance. It was also presented to the Ordinance Re ' w Co��ittee, which passed it on to the Council with a recommendation to pass. Bud et Im act: Budget impact will not be known until after a proposal is selected from a third -party administrator. This company would be responsible for registration, alarm tracking, billing, and fee collection. This company would assess its costs from these fees and the remaining balance, if any, would be returned to the city and used to offset the Police Department's cost of responding to these alarms. Estimates from alarm tracking and billing companies indicate they historically only recover 2/3 of the fees assessed. Because of this, the Police Department would not recover its entire costs. i FAYETTEVILLE POLICE DEPARTMENT 100-A WEST ROCK STREET FAYETTEVILLE, ARKANSAS 72701 (DELIVERIES) POLICE: 100-A WEST ROCK STREET 72701 PHONE:479.587.3555 FAX:479.587.3522 ORDINANCE NO. AN ORDINANCE ADOPTING A FALSE ALARM REDUCTION ORDINANCE TO IMPROVE PUBLIC SAFETY BY REDUCING EMERGENCY RESPONSES TO FALSE ALARMS; AND To ENCOURAGE ALARM USERS TO PROPERLY USE AND MAINTAIN THE OPERATIONAL EFFECTIVENESS OF ALARM SYSTEMS IN ORDER TO REDUCE OR ELIMINATE FALSE ALARMS. WHEREAS, the Fayetteville Police Departme�eived over 42,360 calls in 2006, of which 3,851 were from alarms; and, WHEREAS, of these 3,851 cal l�o st,�ns, 31823 alarms; and,0 (or 99.2%) were false WHEREAS sending an a r e fires to a false alarm decreases the availability of police officers to o xnergencies, thereby decreasing public safe • and safety,- r WHEREAS, it has been er ed that often these false alarms are the result of the property owner's failure to properly maintain the alarm systems; and, WHEREAS, this ordinance contains provisions which strive to reduce false alarms, sets forth a permitting system with controls to facilitate the reduction of false alarms, and requires the disciplined use of alarm systems by Alarm Users. NOW, THEREFORE, BE IT ORDAINED BY THE CITY COUNCIL OF THE CITY OF FAYETTEVILLE, ARKANSAS: Section 1. That the City Council of the City of Fayetteville, Arkansas, hereby adopts a False Alarm Reduction ordinance, the full text of which, marked Exhibit "A," is attached hereto and made a part hereof. Section 2. That the City Clerk shall place an item on the agenda of the City Council's first regular meeting held in , 2009, to review the False Alarm Reduction Ordinance. Section 3. Effective Date. In order to allow sufficient time to establish the alarm permit system and issue the necessary permits, this ordinance shall take effect on , 2008. PASSED and APPROVED this 20th day of November, 2007. APPROVED: By: DAN COODY, Mayor ATTEST: By: SONDRA E. SMITH, City Clerk/Treasurer .1� EXHIBIT "A" Draft - 10-16-2007 130.23 False Alarm Reduction (A) Definitions. For the purposes of this Section, the following definitions shall apply unless the context clearly indicates or requires a different meaning. Alarm Administrator means a Person or Persons designated by the Chief of Police to administer, control and review False Alarm reduction efforts and administer the provisions of this Section. Alarm Dispatch Request means a notification to the Fayetteville Police that an alarm, either manual or automatic, has been activated at a particular Alarm Site. Alarm Installation Company means a Person who sells, provides, maintains, services, repairs, alters, replaces, moves, responsible use, operation, and maintenance of Alarm Systems and the problems created by False Alarms. Alarm User means any Person, who operates an Alarm System. Arming Station means a device that allows control of an Alarm System. Automatic Voice Dialer means any electrical, electronic, mechanical, or other device capable of being programmed to send a prerecorded voice message, when activated, over a telephone line, radio, or other communications system, to the Fayetteville Police requesting dispatch. Burglar Alarms —means any system or device detecting and reporting any unautho�ed entry or attempted entry or and/or installs an Alarm System at an Alarm property damage upon real property. Site. 4* AI .%.9 ory ��-tomatic teller machines are ini ed i�l`4liis definition. Alarm User Permit means a perm�z N��_ issued by the City to the Alarm Us � �wQjC e!latron means the process operate an Alarm System, obtained a e (<� write �� patch is terminated when an Qdarm'Fnstallation Alarm User makes written app ' . Company or Alarm either the Alarm Installation omp ��J Mo�ring Company for the Alarm Site Alarm Monitoring Company, or in thg e u�.��' ies the Fayetteville Police before their a Local Alarm, the Alarm Adminis t��•�Gj rival that there is not an existing situation � •�� �� at the Alarm Site requiring response after an Alarm Dispatch Request. Alarm Site meansfi ���� �d premise or location served by an Alarm Conversion means the transaction System or Systems. Each unit, if served by or process by which one Alarm Installation a separate Arming Station in a multi -unit Company or Monitoring Company begins building or complex, shall be considered a the servicing, monitoring or both of a separate Alarm Site. Alarm System means a device or series of devices, including, but not limited to, hardwired systems and systems interconnected with a radio frequency method such as cellular or private radio signals, which emit or transmit a remote or local audible, visual or electronic signal indicating an alarm condition and intended to summon a police response, including Local Alarm Systems. Alarm System does not include an alarm installed in a vehicle or on someone's person. Alarm User Awareness Class means a class conducted for the purpose of educating Alarm Users about the previously unmonitored Alarm System, or an Alarm System previously serviced or monitored or both by another Alarm Company. Dispatch means the process in which the Fayetteville Police is instructed to respond to an alarm. False Alarm moans an Alarm Dispatch Request to summon the Fayetteville Police to a non -emergency situation. For enforcement purposes, any Dispatch Request cancelled prior to the arrival of the Fayetteville Police at the Alarm Site will still not be counted as a False Alarm. Grace Period means a specified length of time from the date of installation or Conversion/Takeover during which no occurrence, fine or penalty is assessed for False Alarms. Local Alarm System means any Alarm System, which is not monitored, that emits or transmits a focal audible, visual or electronic signal indicating an alarm condition only at the Alarm Site. Monitoring Company means a Person in the business of providing Alarm Monitoring services. Monitoring means the process by which a Monitoring Company receives signals from an Alarm System and relays an Alarm Dispatch Request to the Fayetteville Police for the purpose of summoning a police response to an Alarm Site. police assistance in order to avoid injury, serious bodily harm or death at the hands of the perpetrator of the robbery or other crime Takeover means the transaction or process by which an Alarm User takes over control of an existing Alarm System, which was previously controlled by another Alarm User. Verify means an attempt by the Monitoring Company, or its representatives, to contact the Alarm Site by telephonic or other electronic means, whether or not actual contact with a Person is made, to determine whether an alarm signal is valid before requesting a police dispatch, in an attempt to avoid an unnecessary Alarm Dispatch Request. For purposes of this Section, "verify' requires, that if the initial call to Alarm Site is unanswered, the Monit 'iCompany must make a second Q� re Responsible Individual at a drent ��er than the one listed as the a� mar i!e telephone number. This process Purchase means the transactio �i w as "ECVor Enhanced Call," process by which an Alarm Company i � � assumes control or possession of., existing alarm account. � �� ��J a. Zones mean division of devices into � �� h an Alarm System is divided to indicate Response means the 'sp �ch. p� G�he general location from which an Alarm Fayetteville Police person to. �e �� System signal is transmitted. premises where an Alarm � _ h�e�� activated. ("� (B) Administration and funding. v Responsible Individual means an (1) Responsibility for administration of individual who is able and has agreed to: this Chapter is vested with the Chief of Police -receive notification of an Alarm System activation at any time; -respond to the Alarm Site within 30 minutes at any time; and, -grant access to the Alarm Site and deactivate the Alarm System upon request. Robbery alarm (also holdup alarm or panic alarm) means an alarm signal generated by the manual or automatic activation of a device, or any system, device, or mechanism on or near the premises intended to signal that a robbery or other crime is in progress, and that one or more persons are in need of immediate (2) The Chief of Police designates an Alarm Administrator to carry out the duties and functions described in this Chapter. (3) Monies generated by false alarm service fees pursuant to this Chapter shall be dedicated for use by the Department directly for administration of the alarm program and for recovery of general police services lost to false alarm response. (4) The Alarm Administrator shall conduct an annual evaluation and analysis of the effectiveness of this Chapter and identify and implements system improvements, as warranted. 701 P Permit required; Application; Transferability; False Statements. (1) No Alarm User shall operate, or cause to be operated, an Alarm System at its Alarm Site without a valid Alarm Permit. A separate Alarm Permit is required for each Alarm Site. (2) Existing Alarm System. Any alarm system which has been installed before the effective date of this chapter shall be registered by the Alarm User within 120 (One Hundred Twenty) days of such effective date. (3) Alarm Systems. Any Alarm System that is installed on a protected premises located within the City of Fayetteville, the Alarm User shall have ten (10) days from the date of the installation to notify the Alarm Administrator that an alarm system has been installed and the send the Alarm Administrator the name and address of the 1 numbers of the Person who will be the Permit holder and be responsible for the proper maintenance and operation of the Alarm System; (b) the classification of the Alarm Site (e.g. single or multi -family residential, commercial, warehouse, governmental, etc.); (c) mailing address, if different from the address of the Alarm Site; (d) the date of installation, Conversion or Takeover of the Alarm System; (e) the name, address, and telephone number of the Alarm Installation Company or companies performing the (2 rm System installation, Ponversion or Takeover, and of Alarm User and a copy of the Custom �T �� ��� the Alarm Installation Company False Alarm Prevention Checklist. Failu ��� Qj �Qresponsible for providing repair an Alarm User to notify the m qj service to the Alarm System; Administrator of a new Ala t ., installation within ten (ten) day 0 ovDip� a. installation shall result in a fee of $1¢{4�3jS. ,`� 83Z (4) The Alarm Permit 7�cat'o,�iU be submitted by the Alarm Uta � Alai h Administrator at the time of an Alarr4� System installation or Takeover. All Local Alarm System applications must be submitted to the Alarm Administrator at the time of an Alarm System installation or Takeover by the next business day. The Alarm Permit shall be effective until such time as the registered Alarm User no longer occupies the Alarm Site. (5) An Alarm Monitoring Company or Alarm Installation company may provide the information for an Alarm Permit to the Alarm Administrator on behalf of the Alarm User. (6) Each Alarm Permit application must include the following information: (a) the name, complete current address, (including apartment or suite number), and telephone (f) the name, address, and telephone number of the monitoring Company, if different from the Alarm Installation Company; any protective reactive systems , and, (g) signed certification from the Alarm User stating that: i. a set of written operating instructions for the Alarm System, including written guidelines on how to avoid False Alarms, have been left with the applicant by the Alarm Installation Company; ii. the Alarm Installation Company has trained the applicant in the proper use of the Alarm System, including instructions on how to avoid False Alarms; and, iii. the Alarm User is aware of the fact that a police 3 response may be influenced by factors including, but not limited to, the availability of police units, priority of calls, weather conditions, traffic conditions, and staffing levels. (6) Any false statement of a material fact made by an applicant for the purpose of obtaining an Alarm Permit shall be sufficient cause for imposition of a fee prior to the issuance of a Permit by the Alarm Administrator. (7) An Alarm Permit cannot be transferred to another Person or Alarm Site. An Alarm User shall inform the Alarm Installation or Alarm Monitoring Company, in case of a monitored Alarm System, or the Alarm Administrator, in the case of a non - monitored Alarm System, of any change to Alarm System was intended to report. (2) An Alarm User shall have a Licensed Alarm Installation Company inspect the Alarm System after three (3) False Alarms within a revolving three-month period. The Alarm Administrator may waive a required inspection if (s)he determines that a False AJarm(s) could not have been related to a defect or malfunction in the Alarm System. (3) An Alarm User shall not use Automatic Voice Dialers to notify the Fayetteville Police Department. (4) An Alarm User shall maintain at each Alarm Site an Alarm Permit and a set of written operating instructions for each Alarm SM. any of the information on the Alarm Permit Al Users may agree with their application within five (5) business days of �v Al�iir Jri elation Company or Monitoring such change. a� Gbm to go through a "grace period" for t en (7) days after installation of (8) An Alarm Permit is good for 2} � a a �ystem during which time neither years from the issued date. � ., Qne �"" Installation Company nor the ��J Mo�ring Company will have any obligation (9) The Alarm User is 0.�61el.� t Qdespond to any Alarm Signal from the responsible for the payment of e �ij arm Site. If the Alarm Signal is the result services. !•�� �� of an actual alarm event, the Alarm Installation Company or the Monitoring (iQ) Per A.C.A. 17-40-106, tlAl�� Company shall send an Alarm Dispatch to Permit will be given at no cost tt�ie Alar the Fayetteville Police. User. (D) Duties of the Alarm User. (E) Duties and Authority of the Alarm Administrator. (1) An Alarm User shall: (a) maintain the Alarm Site and the Alarm System in a manner that will minimize or eliminate False Alarms; (b) make every reasonable effort to have a Responsible Individual available at the Alarm Site within 30 minutes after an Alarm Dispatch Request; and, (c) not activate an Alarm System for any reason other than an occurrence of an event that the (1 ) The Alarm Administrator shall establish a procedure for notification to the Alarm User of the occurrence of a False Alarm. Such notice shall include: (a) the date and time of police response to the False Alarm; (b) the response incident number; and, (c) a statement urging the Alarm User to ensure that the Alarm System is properly operated, inspected, and serviced in order to avoid False Alarms and resulting fee for service. E (2) The Alarm Administrator or the Fayetteville Police may create and implement an Alarm User Awareness Class. The Alarm Administrator may request the assistance of False Alarm Associations, alarm companies and emergency service agencies in developing and implementing the class. The class shall inform Alarm Users of the problems caused by False Alarms and teach Alarm Users how to avoid False Alarms. (F) Fees for Service. (1) An Alarm User shall be subject to a fee for service, depending on the number of False Alarms within a calendar year based upon the following schedule: ## of False Alarms Fee for Service 1 $0.00 2 $75.00 3 $1 00.00 4 $150.00 5 $200.04 6 or more $250.0 Activation of a robbery alarm shall be deemed an intentional act for which a required fee shall be deemed imposed for false alarms. Any alarm user of such alarms shall pay the city a fee for each and every false robbery alarm to which police respond. # of False Alarms Fee for Service 1 $0.00 2-3 $100.00 4 or more $200.00 The higher fee will continue to be assessed until the alarm user submits a certification from an Alarm Installation Company, stating that the Alarm System has been inspected and repaired (if necessary) by the Alarm Installation Company and proper training has been provided to the alarm user. A $25.te fee will be assessed for each c_ - fa ise��rm�nyoice not paid within 30 days of Ce e) ACancellations. iC ,, Q� (�e Monitorng ompany shall �J (2) In addition, any Person oiler ti��a COca nicate Verified Cancellations of non -permitted Alarm System will b1eC�Dispatch Requests to the Fayetteville to an additional fee for service�j $ O.p,�j lice in a manner and farm prescribed by The Alarm Administrator m aiv e this Section. additional fee for non- e (: "af �� �u�tr� {2} In order for the Fayetteville Police to Systems, if the Alarm Use its averify the identity of the Monitoring Company application far Alarm Permit within ten (i0) days after notification of such a violation. and to confirm that the collect Alarm n i......in4. 0.ei.��ec�h i� l"�nnnllor� KAnniMrinn (3) An audible alarm that has not been called into the Fayetteville Police Department by an Alarm Monitoring Service shall not constitute a false alarm under this section. (4) Notice of the right of Appeal under this ordinance shall be included with any fee for service. (5) A $25.00 late fee will be assessed for each false alarm invoice not paid within 30 days of notice. (G ) Robbery Alarm. ispa c eques �s ance e , o g Companies must use the Incident Number given to them by the Fayetteville Police when the alarm call was first made. (3) For Alarm Systems that utilize a Monitoring Company, a request for Cancellation of an Alarm Dispatch Request will only be accepted from the Monitoring Company and only after the incident Number has been reported to the Fayetteville Police. (4) if a cancellation occurs prior to law enforcement arriving at the scene, this is not a False Alarm for the purpose of fees for service and no fee will be assessed. (5) Robbery alarms from financial institutions cannot be canceled and an 5 officer response is mandatory per the Policies and Procedures of the Fayetteville Police Department. In this situation, if a financial institution employee contacts the Fayetteville Police Department to notify of a false alarm prior to the Alarm Monitoring Company notifying of an alarm dispatch request, then this will be considered a cancellation request and no fee will be assessed. (I) Suspension of Response. (1) The Alarm Administrator may suspend police response to an Alarm Site by revoking the Alarm Permit if it is determined that: (a) The Alarm User has 6 or more False Burglary Alarms within a twelve (12) month period; or, (b) There is a statement of a police response to the Alarm Site by again suspending the Alarm Permit if it is determined that two (2) False Alarms have occurred within one hundred eighty (180) days after the reinstatement date. (J) Appeals. (1) If the Alarm Administrator assesses a Fee for Service, the Alarm Administrator shall send written notice of the action and of the right to appeal to the Alarm User. (2) The Alarm User may appeal an assessment to the Alarm Administrator by setting forth in writing the reasons for the appeal within fifteen (15) business days after receipt of the fee for service or a notice of revocation. 4lP'ihe Alarm User may appeal an ad n of the Alarm Administrator material fact known to be false in to 0 1-1 arm Appeals Panel as follows: the application for a permit; or, a� V Z , Al � �-w Qj {a} The arm User may file a (c) the Alarm User has fat � ✓ &en request for review of an to make timely payment <�verse decision of the Alarm service assessed; or, � ��J �. Administrator by paying an appeal �� fee of $25.00, and setting forth the {d) The Alarm Use �fail� Gj reasons for the appeal within fifteen to submit a written ce tiorr�� (15) business days after the date of an Alarm Installatio m � ha� complies with the requ �efj this article, stating that�nts e Alarm System has been inspected and repaired (if necessary) and/or additional training has been conducted by the Alarm Installation Company. (2) A Person commits an offense if he/she operates an Alarm System during the period in which the alarm permit is suspended and is subject to enforcement and Fees. (3) Unless there is separate indication that there is a crime in progress, the Fayetteville Police Department may refuse a officer response to an Alarm Dispatch Request at an Alarm Site for which the Alarm Permit is suspended. (4) If the Alarm Permit is reinstated the Alarm Administrator may again suspend notification of an adverse decision from the Alarm Administrator. Appeal fees shall be fully refunded if the appeal is granted. (b) The False Alarm Appeals Panel shall be comprised of five (5) members, each to be appointed by the chief of Police, to serve a term of three (3) years. The panel will consist of an alarm industry representative, a member of the Fayetteville Police Department, and an at large citizen of Fayetteville. (c) The False Alarm Appeals Panel shall conduct a review within thirty (30) days of the receipt of the request, and consider all evidence presented by any interested Person(s). The False Alarm Appeals Panel shall make its decision based upon the preponderance of the evidence rel presented. The False Alarm Appeals Panel shall render its decision to either affirm or reverse the decision of the Alarm Administrator no later than ten (1 Q) days after the date of the hearing. (4) The filing of a request for appeal shall stay enforcement and collection of any fee for service assessed, until such time as the False Alarm Appeals Panel renders it decision. If a request for appeal is not made within the fifteen (15) period set forth at subsection (J){3} (a) above, the action of the Alarm Administrator shall be deemed final. (5) The Alarm Administrator or the False Alarm Appeals Panel may adjust the accrued number of False Alarms based on evidence that: (a) Submits a new application; and, (b) pays, or otherwise resolves, all outstanding citations, fees and fines; and, (c) submits a certification from an Alarm Installation Company, stating that the Alarm System has been inspected and repaired (if necessary) by the Alarm Installation Company; (2) In addition, the Alarm Administrator may require one or more of the following as a condition to reinstatement: (a) a False Alarm was caused by the actions of the telephone company, Alarm Installation Company, and/or the Monitorin�� �Q Company; or, (b) a False Alarm was �b , QJ power outage Fasting Io�e� than four (4) hours; or, �� . (c) shows that the Al� I�i Dis Request was nQ#`��al� rm�� or, P (d) the officer response was not completed in a timely fashion; and/ or, (6) In determining the number of False Alarms, multiple alarms occurring in any twenty-four (24) hour period may be counted as one False Alarm: to allow the alarm use time to take corrective action unless the false alarms are directly caused by the alarm user. (K) Reinstatement. (1 ) A Person who's Alarm Permit has been revoked may, at the discretion of the Alarm Administrator or the Chief of Police have the Alarm Permit reinstated by the Alarm Administrator or the Chief of Police if the Person: (a) proof that an employee of the Alarm Installation Company or J�t+Qnitoring Company caused the alse Alarm; Pb) upgrade rode the alarm control • � �anel to CP-01 Compliant Panel; r- Q! (c) a written statement from an dependent inspector designated a. by the Chief of police that the Alarm System has been inspected and is in good working order; (d) confirmation that all motion detectors are "dual technology" type; (e) confirmation that the Alarm System requires two independent zones to trigger before transmitting an alarm signal to the Monitoring Company; (f) confirmation that the Alarm System requires two independent detectors to trigger before transmitting an alarm signal to the Monitoring Company; (g) certification that the Monitoring Company will not make an Alarm Dispatch Request unless the need for a officer is confirmed by a listen -in device; (h) certification that the Monitoring Company will not request 7 an Alarm Dispatch unless the need for a officer/deputy is confirmed by a camera device; or (i) certification that the Monitoring Company will not make an Alarm Dispatch Request unless the need for a officer is confirmed by a Person at the Alarm Site. U) alarm user successfully completes an on line alarm awareness class and test. (L) Government Immunity. An Alarm Permit is not intended to, nor will it, create a contract, duty or obligation, either expressed or implied, of response. Any and all liability and consequential damage resulting from the failure to respond to a notification is hereby disclaimed and governmental immunity as provided by law is retained. By applying for an Alarm Permit,`+" P •��j� the Alarm User acknowledges th�Kol Fayetteville Police Department respotsse may be influenced by factors such the � ✓ ��� availability of officers, priority JQ� weather conditions, traffic Qonditi� , �� �. emergency conditions, staffing le IJ�an�.��' prior response history. �V •�G, Gj P �0 ORDINANCE NO, AN ORDINANCE ADOPTING A FALSE ALARM REDUCTION ORDINANCE TO IMPROVE PUBLIC SAFETY BY REDUCING EMERGENCY RESPONSES TO FALSE ALARMS; AND TO ENCOURAGE ALARM USERS TO PROPERLY USE AND MAINTAIN THE OPERATIONAL EFFECTIVENESS of ALARM SYSTEMS IN ORDER TO REDUCE OR ELIMINATE FALSE ALARMS. WHEREAS, the Fayetteville Police Departme eived over 42,360 calls in 2006, of which 3,851 were from alarms; and, . +��z + G WHEREAS, of these 3,851 cal lior��rn:�s3,823 (or 99.2°k) were false alarnns, and, WHEREAS, sending anQemer enrese to a false alarm decreases the availability of police officers safety; and, _ WHEREAS, it has been mergencies, thereby decreasing public f ten these false alarms are the result of the property owner's failure to properly maintain the alarm systems; and, WHEREAS, this Ordinance contains provisions which strive to reduce false alarms, sets forth a permitting system with controls to facilitate the reduction of false alarms, and requires the disciplined use of alarm systems by Alarm Users. NOW, THEREFORE, BE IT ORDAINED BY THE CITY COUNCIL of THE CITY of FAYETTEVILLE, ARKANSAS* Section 1. That the City Council of the City of Fayetteville, Arkansas, hereby adopts a False Alarm Reduction ordinance, the full text of which, marked Exhibit "'A," is attached hereto and made a part hereof. Section 2. That the City Clerk shad place an item on the agenda of the City Council's regular meeting held on February 3 2009, to review the False Alarm Reduction Ordinance. Section I Effective Date. In order to allow sufficient time to establish the alarm permit system and issue the necessary permits, this ordinance shall take effect 120 days from the date of passage. PASSED and APPROVER this 20th day of November, 2007. APPROVED: By: DAN GOODY, Mayor ATTEST: By: SONDRA E. SMITH, City Clerk/Treasurer .1� 11.27.07) Clarice Pearman - rd. 5083 Page 1 From: To: Date: Subject: Attachments: Clarice Pearman Ta bo r, Greg 11.27.07 11:32 AM Ord. 5083 5083 False Alarm Reduction.pdf CC: Audit Chief: Attached is a copy of the above ordinance passed by City Council, November 20, 2007 regarding false alarms. Please let me know if theire is anything else needed for this item. Have a good day. Thanks. Clay ce F"& r `� ' ► E E ! i Northwest Arkansas Times Benton County Daily Record P. 0. BOX 1607 FAYETTEVILLE, AR 72702 PHONE: 479-571-6415 AFFIDAVIT OF PUBLICATION I, Kate MacNaughton, do solemnly swear that I am the Legal Clerk of the Arkansas Democrat Gazette newspaper. Printed and published in Benton County Arkansas, (Lowell) and that from my personal knowledge and reference to the files of said publics ' n, t v,%jisement of City of Fayetteville: Ordinance N Was inserted in the Re ular t* ns�o December 7, 2007 Publication Charge: Subscribed and sworn r �e Thisjday of 'D&, , 2 7. Notary Public My Commission Expires: Z1�20/2014 **NOTE** Please do not pay from Affidavit. Invoice will be sent. "• �J', , .. � .fug: , � I i RECEIVED DEC 13 2007 CITY OF FAYETTEVIL LE CITY CLEWS OFFiM ORDINANCE NO. 5083 AN ORDINANCL AuuP i INv A rALSE ALARM REDUCTION ORDINANCE TO IMPROVE PUBLIC SAFETY BY REDUCING EMERGENCY RESPONSES TO FALSE ALARMS; AND TO ENCOURAGE ALARM USERS TO PROPERLY USE AND MAINTAIN THE OPERATIONAL EFFECTIVENESS OF ALARM SYS- TEMS IN ORDER TO REDUCE OR ELIMINATE FALSE ALARMS. ill ARKANSAS rn M the Fayetteville Ponce Department received over 42,360 calls in 2006, of which 3,851 Acre from alarms, and, WHEREAS, of these 3,851 calls from alarm systems, 3,823 (or 99 2%) were false alarms; and, WHEREAS, sending an emergency response to a false alarm decreases the availability of police :)ttrcers to respond to true emergencies, thereby decreasing public safety; and, WHEREAS, it has been determined that often these false alarms are the result of the property 'owner s faiiure to properly maintain the alarm systems; and. WHMEAS, this Ordinance contains provisions which strrve to reduce false alarms, sets forth a per- mitting system with controls to fay ?•e the reduction of false alarms, and requires the disciplined use of alarm systems by Alarm User, NOW, THEREFORE, BE IT ORDAINED BY THE CITY COUNCIL OF THE CITY OF FAYETTEVILLE, ARKANSAS: Section i That the C,ty Council of the City of Fayetteville, Arkansas, hereby adopts a False Alarm Reduction Ordinance, the full text of which, marked Exhibit 'A," is attached hereto and made a part hereof Section 2 That the City Clerk shall place an item on the agenda of the City Council's regular meet- ing held on February 3 2009, to review the False Alarm Reduction Ordinance. Section 3. Effective Date. In order to allow sufficient time to establish the alarm permit system and Issue the necessary permits, this ordinance shall take effect 120 days from the date of passage. PASSED and APPROVED this 20th day of November, 2007 APPROVED ATTEST By _ By DAN GOODY, Mayor SONORA E. SMITH, City Clork/rmoe rrw Exhibit A 130.23 False Alarm Reduction (A) Dehnitions. For the purposes of this Section, the blowing definitions shall apply unless the con- text clearly indicates or requires a different meaning. Alarm Administrator means a Person or Persons designated by the Chief of Police to administer, con trol and review False Alarm reduction efforts and administer the provisions of this Section Alarm Dispatch Request means a notification to the Fayetteville Police that an alarm, either manual or automatic, has been activated at a particular Alarm Site. Alarm Installation Company means a Person who sells, provides, maintains, services, repairs, alters, replaces, moves, andlor installs an Alarm System at an Alarm Site Alarm User Permit means a permit issued by the City to the Alarm User to operate an Alarm System, obtained after the Alarm User makes written application to either the Alarm Installation Com Alarm Monitoring Company, or in the case of a Local Alarm, the Alarm Administrator Alarm Site means a single fixed premise or location served by an Alarm System or Systems unit, it served by a separate Arming Station in a multi -unit building or complex, shall be con a separate Alarm Site Alarm System means a device or series of devices, including, but not limited to, hard systems and systems interconnected with a radio frequency method such as cellular or pr va r s► s, which et or transmit a remote or local audible visual or electronic signal indic al emit • ciit+on and intended to summon a police response, including Local Alarm Syste Alarm tam does not include an alarm installed in a vehicle or on someone's person alarm User Awareness Class means a class conducted for the purpose of educatrn Us about the responsible use, ration, and maintenance of Alarm Systems and the p o I s cre I� operation, Y � by False Alarms Alarm User means any Person, who operates an Alarm System. Arming Station means a device that allows control of an Alarm System Automatic Voice Dialer means any electrical, e►ectron►c, mechanical, or ice a f b programmed to send a prerecorded voice message, when activated, o telep e, ra other communications system, to the Fayetteville Police requesting dispatch Burglar Alarms - means any system or device detecting and reporting any u t iled entry or attempted entry or property damage upon real property Alarms on automatic t Iler machines are included in this definition. Cancellation means the process where a dispatch is terminated when an Alarm Installation Company or Alarm Monitoring Company for the Alarm Site notifies the Fayetteville Police before their arrival that there is not an existing situation at the Alarm Sile requiring response after an Alarm Dispatch Request. Conversion means the transaction or process by which one Alarm Installation Company or Monitoring Company begins the servicing, monitoring or both of a previously unmonitored Alarm System, or an Alarm System previously serviced or monitored or both by another Alarm Company. Dispatch means the process in which the Fayetteville Police is instructed to respond to an alarm. False Alarm means an Alarm Dispatch Request to summon the Fayetteville Police to a non -emergency situation. For enforcement purposes, any Dispatch Request cancelled prior to the arrival of the Fayetteville Police at the Alarm Site will still not be counted as a False Alarm Grace Period means a specified length of time from the date of installation or Conversion/Takeover during which no occurrence, fine or penalty is assessed for False Alarms Local Alarm System means any Alarm System, which is not monitored, that emits or transmits a local audible, visual or electronic signal indicating an alarm condition only at the Alarm Site Monitoring Company means a Person in the business of providing Alarm Monitoring seances. Monitoring means the process by which a Monitoring Company receives signals from an Alarm System and relays an Alarm Dispatch Request to the Fayetteville Police for the purpose of summon- ing a police response to an Alarm Site Purchase means the transaction or process by which an Alarm Company assumes control or pos- session of an existing alarm account Response means the dispatch of Fayetteville Police personnel to the premises where an Alarm System has been activated. Responsible Individual means an individual who is able and has agreed to. -receive notification of an Alarm System activation at any time-, -respond to the Alarm Site within 30 rrnnutes at any time; and. -grant access to the Alarm Site and deactivate the Alarm System upon request. Robbery alarm (also hold-up alarm or panic alarm) means an alarm signal generated by the manual or automatic activation of a devim. or any system, device, or mechanism on or near the premises intended to signal that a robbery or other crime is in progress, and that one or more persons are in need of immedWe police assistance in order to avoid injury, serious bodily harm or death at the hands of the perpetrator of the robbery or other crime Takeover means the transaction or process by which an Alarm User takes over control of an existing Alarm System, which was previously controlled by another Alarm User. Verity means an attempt by the Monitoring Company, or its representatives, to contact the Alarm Site by telephonic or other electronic means, whether or not actual contact with a Person is made, to deter- mine whether an alarm signal is valid before requesting a police dispatch, in an attempt to avoid an unnecessary Alarm Dispatch Request For purposes of this Section, 'verify' requires, that if the ini- tial call to the Alarm Site is unanswered, the Monnonng Company must make a second call to reach a Responsible Individual at a different number than the one listed as the Alarm Site telephone num- ber. This process is known as 'ECV,' or Enhanced Call Vlerification. Zones mean division of devices into which an Alarm System is divided to indicate the general loca- tion from which an Alarm System signal is transmitted. (B) Administration and funding. (1) Resoonsibility for administration of this Chapter is vested with the Chief of Police 2) The Chef of Police designates an Alarm Administrator to carry out the duties and ions iescnbed in this Chapter. 3) Monies generated by false alarm service fees pursuant to this Chapter shah be dedicated for use IDy the Department directly for administration of the alarm program and for recovery of general police services lost to false alarm response, (4) The Alarm Administrator shall conduct an annual evaluation and analysis of the effectivehess of this Chapter and identify and implements system improvements, as warranted (C) Permit required; Application; Transferability, False Statements. (1) No Alarm User shall operate, or cause to be operated, an Alarm System at 4ts Alarm Site without a valid Alarm Permit A separate Alarm Permit is required for each Alarm Site. (2) Existing Alarm System Any alarm system which has been installed before the effective date of this chapter shall be registered by the Alarm User within 120 (One Hundred Twenty) days Of such effective date. (3) Alarm Systems Any Alarm System that is installed on a protected premises located within the Ciry of Fayetteville, the Alarm User shall have ten (10) days from the date of the installation to notify the Alarm Administrator that an alarm system has been installed and the send the Alarm Administrator the name and address of the Alarm User and a copy of the Customer False Alarm Prevention Checkltst, Failure of an Alarm User to notify the Alarm Administrator of a new Alarm System Installa- tion within ten (ten) days following installation shall result in a fee of $100.00 (4) The Alarm Permit application must be submitted by the Alarm User to the Alarm Administrator at the time of an Alarm System installation or Takeover All Local Alarm System applications must be submitted to the Alarm Administrator at the time of an Alarm System installation or Takeove by the next business day The Alarm Permit shall be effective until such time as the registered Ala m User no longer occupies the Alarm Site. (5) An Alarm Monitoring Company or Alarm Installation company may provide the information for an Alarm Permit to the Alarm Administrator on behaff of ft Alarm User. (6) Each Alarm Permit application must include the following information: (a) the name, complete current address, (including apartment or suite number), and to bers of the Person who will be the Permit holder and be responsible for the proper maintenance an operation of the Alarm System; (b) the classification of the Alarm Site (e.g single or multi -family residential, commercial, w rehouse, governmental, etc ). (c) mailing address, if different from the address of the Alarm Site, (d) the date of installation, Conversion or Takeover of the Alarm System; (e) the name, address, � telephone installation. Conversion or Takeover, andf of the Alarm of the gl�rnrinstallatron Or �- torming the Afar Sys responsible for providing repair service to the Alarm System (f) the name, address, and telephone number of the monitoring Company, if different from Alarm installation Company; any protective l reactive systems , and, (g) signed certification from the Alarm User stating that. i. a set of written operating instructions for the Alarm System, including written guidelines how to avoid False Alarms, have been eft with the applicant by the Alarm Installation Company. li. the Alarm Installation Company has trained the applicant in the proper use of the Maml System, including instruct on how to avoid False Alarms: and, iii. the Alarm U i ware of the fact that a police response may be influenced by factors nCluding, but not limite a availability of police units, priority of calls, weather conditions, traffic ditions, nd staff s. An at material fact made by an applicant for the purpose of obtainin an Alarm Permit all be�uyhC_ cause for imposition of a fee prior to the issuance of a Pemnit by,the Alarm A stirator ricannot Alarm be transferred to another Person or Alarm Site. An Alarm User shall inform Alarmitored Alarm Syst0m, or the lar �Ilati Alarm Monitoring�toredny. e�m System,case ofany Change t0 any the �for- r strat � e case of a o days of such change matt the A r rmit application within five (5) business y (9 n arm is good for two (2) years from the issued date he Ala r is solely responsible for the payment of any tee for services 411T Per A 17-40-106, the Alarm Permit will be ` e at no cost to the Alarm User. Z (►0) Duties of the Alarm User I (1) An Alarm User shad (a) maintain the Alarm Site and the Alarm System in a manner that will minmze or eliminate False Alarms; (b) make every reasonable effort to have a Responsible Individual available at the Alarm Site within 30 minutes after an Alarm Dispatch Request; and, (c) not activate an Alarm System for any reason other than an occurrence of an event that the Alarm System was intended to report. (2) An Alarm User shall have a Licensed Alarm Installation Company inspect the Alarm Sy tem after three (3) False Alarms within a revolving three-month period. The Alarm Administrator mar waive a required inspection it (s)he determines that a False Alarms) could not have been related to a defect or malfunction in the Alarm System (3) An Alarm User shall not use Automatic Voice Dialers to notify the Fayetteville Police Department (4) An Alarm User shall maintain at each Alarm Site an Alarm Permit and a set of written operating instructions for each Alarm System. (5) Alarm Users may agree with their Alarm Installation Company or Monitoring Company to go through a "grace period' for the first seven (7) days after installation of an Alarm System during which time neither the Alarm Installation Company nor the Monitoring Company will have any obligation to respond to any Alarm Signal from the Alarm Site. If the Alarm Signal is the result of an actual alarm event, the Alarm Installation Company or the Monitoring Company shall send an Alarm Dispatch to the Fayetteville Police. (E) Duties and Authority of the Alarm Administrator (1) The Alarm Administrator shall establish a procedure for nobfication to the Alarm User of r* occur- rence of a False Alarm. Such noble sW WClude: (a) the date and time of police response to the False Alarm, (b) the response incident number, and, (c) a statement urging the Alarm User to ensure that the Alarm System is property operatep, inspect- ed, and serviced in order to avoid False Alarms and resulting tee for service (2) The Alarm Administrator or the Fayetteville Police may create and implement an Alarm User Awareness Class. The Alarm Administrator may request the assistance of False Alarm Associations, alarm companies and emergency service agencies in developing and implementing the Mass The class shalt inform Alarm Users of the problems caused by False Alarms and teach Alarm Users how to avoid False Alarms (F) Fees for Service (1) An Alarm User shall be suboect to a fee for service, depending on the number of False Alarms with- in a calendar year based upon the following schedule t 0 of False Alarms Fee for Servf00 1 $0, 00 2 $75,00 3 $100.00 4 $150.00 5 $200.00 6 or more S250.00 (2) In addition, any Person operating a non -permitted Alarm System will be subject tokn additional fee for service of $250.00. The Alarm Administrator may waive the additional fee for non -permitted Alarm Systems, if the Alarm User submits an application for Alarm Permit within ten (10) days after notification of such a violation (3) An audible alarm that has not been called into the Fayetteville Police Department by an Alarm Monitoring Service shall not constitute a false alarm under this section. (4) Notice of the right of Appeal under this ordinance shall be inciuded with any fee for service. (5) A $25.00 late fee will be assessed for each false alarm invoke not paid within 30 days of notice (G) Robbery Alarm Activation of a robbery alarm shall be deemed an intentional act for which a required fee shall be deemed imposed for false alarms. Any alarm user of such alarms shall pay the city a fee for each and every false robbery alarm to which police respond. 0 of False Alarms 1 2-3 4 or more Fee for Service $0.00 $100.00 $200.00 The higher tee will continue to be assessed until the alarm user submits a certification from an Alarm Installation Company, stating that the Alarm System has been inspected and repaired (if necessary) by the Alarm Installation Company and proper )training has been provided to the alarm user A $25.00 late fee will be assessed for each false alarm invoke not paid within 30 days of notice (H) Alarm Cancellations (1) The Monitoring Company shall communicate Verified Cancellations of Alarm Dispatch Requests to the Fayetteville Police in a manner and form prescribed by this Section. (2) In order for the Fayetteville Police to verify the identity of the Monitoring Company and to confirm that the correct Alarm Dispatch Request is Cancelled, Monitoring Companies must use the Incident Number given to them by the Fayetteville Police when the alarm call was first made. (3) For Alarm Systems that utilize a Monitoring Company, a request for Cancellation of an Alarm Dispatch Request will only be accepted from the Monitoring Company and only after the Incident Number has been reported to the FayettevAe Police (4) If a cancellation occurs prior to law enforcement arriving at the scene, this is not a False Alarm for the purpose of fees for service and no fee will be assessed (5) Robbery alarms from financial institutions cannot be canceled and an officer response is manda- tory per the Policies and Procedures of the Fayetteville Police Department. In this situation, if a finan- cial institution employee contacts the Fayetteville Police Department to notify of a false alarm prior t any the Alarm Monitoring Compnotifying of an alarm dispatch request. then this wII be considered cancellation request and no fee will be assessed (1) Suspension of Response ` (1) The Alarm Administrator may suspend police response to an Alarm Site by revoking tm Permit if it is determined that (a) The Alarm User has 6 or more False Burglary Alarms within a twelve (12) month pe o. (b) There is a statement of a material fact known to be false in the application for a or, (c) The Alarm User has failed to make timely payment of a fee for service assess (d) The Alarm User has failed to submit a written certification from an Alarm I to t that complies wth the requirements of this article, stating that the Alarm System h in repaired (if necessary) and/or additional training has been conducted by a Alar stallat Company (2) A Person commits an offense if he/she operates an Alarm System dunng th er in tt Mrty� alarm permit is suspended and is subject to enforcement and Fees. (3) Unless there is separate indication that there is a crime in progre a ayett lic Department may refuse a officer response to an Alarm Dispatch Requ an Alarm it r whic the Alarm Permit is suspended (4) If the Alarm Permit is reinstated the Alarm Administrator may spe res the Alarm Site by again suspending the Alarm Permit if it is determine that two Ise V occurred within one hundred eighty (t 80) days after the reinstatement dat (J) Appeals (1) If the Alarm Administrator assesses a Fee for Service, the Alarm Admint rator shall send written notice of the action and of the right to appeal to the Alarm User (2) The Alarm User may appeal an assessment to the Alarm Administrator by setting forth in writing the reasons for the appeal within fifteen (15) business days after receipt of the fee for service or a notice of revocation (3) The Alarm User may appeal an adverse decision of the Alarm Administrator to the False Alarm Appeals Panel as follows (a) The Alarm User may file a written request for review of an adverse decision of the Alarm Administrator by paying an appeal fee of $25.00. and setting forth the reasons for the appeal within fifteen (15) business days after the date of notification of an adverse decision from the Alarm Administrator Appeal fees shall be fully refunded if the appeal is granted (b) The False Alarm Appeals Panel shall be compnsed of five (5) members, each to be appointed by the Chief of Police, to serve a term of three (3) years The panel will consist of an alarm industry rep- resentative, a member of the Fayetteville Police Department, and an at large citizen of Fayetteville (c) The False Alarm Appeals Panel shall conduct a review within thirty (30) days of the receipt of the request, and cons -der all evidence presented by any interested Person(s) The False Alarm Appeals Panel shall make its decision based upon the preponderance of the evidence presented. The False Alarm Appeals Panel shall render its decision to either affirm or reverse the decision of the Alarm Administrator no later than ten (10) days after the date of the hearing. (4) The tiling of a request for appeal shall stay enforcement and collection of any fee for service assessed, until such brae as the False Alarm Appeals Panel renders it decision If a request for appeal is not made within the fifteen (15) period set forth at subsection (Jx3) (a) above, the action of the Alarm Administrator shall be deemed final (5) The Alarm Administrator or the False Alarm Appeals Panel may adjust the accrued number of False Alarms based on evidence that (a) a False Alarm was caused by the actions of the telephone company, Alarm Installation Company, and/or the Monitoring Company: or, (b) a False Alarm was caused by a power outage lasting longer than four (4) hours. or, (c) shows that the Alarm Dispatch Request was not a False Alarm; or, (d) the officer response was not completed in a timely fashion, and/ or, (6) In determining the number of False Alarms. multiple alarms occurring In a^y twenty-four (24) hour period may be counted as one False Alarm: to allow the alarm use tune to take corrective action unless the false alarms are directly caused by the alarm user W Reinstatement (1) A Person whose Alarm Permit has been revoked may, at the discretion of the Alarm Administrator or the Chief of Police have the Alarm Permit reinstated by the Alarm Administrator or the Chief of Police if the Person: (a) Subrrwts a new appI cation and, (b) pays, or otherwise resolves. all outstanding citations, fees and fines; and, (c) submits a certification from an Alarm Installation Company, stating that the Alarm System has been inspected and repaired (if necessary) by the Alarm Installation Company; (2) In addition, the Alarm Administrator may require one or more of the follow►ng as a condition to rein- statement (a) proof that employee of the Alarm Installation Company or Monitoring Company caused the False Alar (b) upgr e alarm control panel to CP-01 Compliant Panel. (c) a tat from an independent inspector designated by the Chief of police that the Alarm S s bee'�ted and is in good working order; II motion detectors are "dual technology* e: (d) rmah � a mo on ogY type, onfirm hat the Alarm System requires two independent zones to trigger before transmitting al I to the Monitoring Company: `� (f) c from Wt the Alarm System requires two Independent detectors to tugger before transmit- t rm to the Monitoring Company, i is t the Monitoring Company wmll not make an Alarm Dispatch Request unless n for Ar is confirmed by a listen -in device; Oh) ce that the Monitoring Company will not request an Alarm Dispatch unless the need for Ja I uty is confirmed by a camera device: or (i) c ti at►on that the Monitoring Company will not make an Alarm Dispatch Request unless the need f icer is confirmed by a Person at the Alarm Site rm user successfully completes an on-line alarm awareness class and test. G�Government Immunity An Alarm Permit is not intended to, nor will it, create a contract, duty or obligation, either expresses �✓ or implied, of response Any and all liability and consequential damage resulting from the failure to respond to a notification is hereby disclaimed and governmental ►mmunity as provided by law is retained By applying for an Alarm Permit, the Alarm User acknowledges that Fayetteville Police Department response may be influenced by factors such as the availability of officers, priority of calls weather conditions, traffic conditions, emergency conditions, staffing levels and prior response his*,.-. ry, RFP 23-19, Addendum 1 is Date: Thursday, November 9, 2023 IV To: All Prospective Vendors From: Amanda Beilfuss — 479.575.8220 — abeilfuss@fayetteville-ar.gov RE: RFP 23-19, False Alarm Administrative Services CITY OF FAYETTEVILLE ARKANSAS This addendum is hereby made a part of the contract documents to the same extent as though it were originally included therein. Interested parties should indicate their receipt of e in the appropriate blank of the RFP. PROPOSERS SHOULD ACKNOWLEDGE THIS ADDENDUM ON THE D TED LOCATION ON THE BID FORM. 1 The following questions have been re�ce�and answere by the 6e� e department: a. Question: Is there a false I(` rmi f 3"bciated Itis? "" i. Answer. No, t no pe i leas e w: t4q rm permit will be given at MthoritvET%olitical subdivisions. [ion, se and alarm systems companies is visio ansas State Police. li under the provisions of this chapter are on, permit, franchise, or license from, or pay post bond in any city, county, or other political e in the business or perform any service authorized Fpter. '�'`�an citmay require a company operating within its regi ithout fee and may adopt an ordinance to require users of systems to obtain revocable permits without fee. City of Fayetteville, AR RFP 2 3- 1 9, Addendum 1 Page 111 Telecommunications Device for the Deaf TDD (479) 521-1316 113 West Mountain -Fayetteville, AR 72701 CITY OF WA FAYETTEVILLE ARKANSAS RFP 23-19 Addendum 1 PM AM Corp. Supplier Response CG b\0 Event Information Number: RFP 23-19 Adden J Title: False Alarm Ad tive g Type: Request for P I Os Issue Date: 10/22/202 Deadline: 11/15/20 :00 PM ( ) Notes: The C' f y 11 is requ L21propos s properly qualified fir min' tt it y'E alarm r n program. This work inc des, but not li to, se development and managel' accou i rvic r gistration and false alarm fees, d rresp ce wi ci ' ens and businesses. Such se vice 40 nQt ' e t ase and support of additional f are syste s% is c nt s all be for one (1) year with four (4) e wal opt' N. -Any u s regarding this solicitation process 4xishall be I ted da Beilfuss, City of Fayetteville Sr. urc gen at fuss fa etteville-ar. ov or (479) 575-8220. 'q Contact Inf mation Contact: Amanda Beilfuss Address: Purchasing Room 306 City Hall 113 West Mountain Street - Room 306 Fayetteville, AR 72701 Email: abeilfuss@fayetteville-ar.gov Page 1 of 2 pages Vendor: PM AM Corp. RFP 23-19 Addendum 1 PM AM Corp. Information Contact: James McReynolds Address: 5430 LBJ Frwy Suite 370 Dallas, TX 75240 Phone: (972) 573-4824 Fax: (972) 831-7499 Toll Free: (877) 542-6123 Email: jamesm@pmam.com Web Address: pmam.com By submitting your response, you certify that you are authorized to represent and bin your company. James McReynolds jamesm@pmam 45 Signature Email Submitted at 1111412023 04:42:56 PM (CT)c) 'CO Supplier Note � A.- �_ ;�G Thank you for considering PMAM uested Attachments RFP 23-19, False Alarm Admi Please attach the signed and m documents. Bid Attributes �ve Sies V V Fayetteville AR FAMS Proposal V4 V 20231110.docx I ted fp, loc I a 'Atta e t tab, along with any additional l► 1 Addendum Acknowl ent ♦ ��►a, l�` By selecting "I agree a knowl t you ad all addendum(s) that have been issued for this solicitation, if ap ❑� I agree `\� Page 2 of 2 pages Vendor: PM AM Corp. RFP 23-19 Addendum 1 • i •2:47• mv V14 NSAS *. C;� JVETTEVILLE VISION — ROOM 306 )UNTAIN STREET LLE, AR 72701 PROVIDED BY: P`°°Nd the vo,-/� PM. 'I'O(nd the c�Oc� PM AM CORPORATION 5430 LBJ FREEWAY, SUITE 370 DALLAS, TEXAS 75240 (972) 831-7400 www.pmam.com •lus COVER LETTER November 10t", 2023 Attn: Amanda Beilfuss Sr. Purchasing Agent City of Fayetteville Purchasing Division — Room 306 113 West Mountain Street Fayetteville, AR 72701 For: RFP 23-19 - Request for Proposal for False Alarm Administrative es Dear Amanda Beilfuss, �► C G � , We, PM AM Corporation, are delighted to ubmit our resNervice se to th i f Fayetteville s RFP 23-19 - Request for Proposal for Fals rr 'Adminis pride, we present our experience in providing and managi filar r nation and w eagerly anticipate offering detailed insights into our g foot n, ' novati nology "Best Practices" that will ensure the success of l�Ise a m ram. As an industry leader, P has consist tly assmunicip ®county jurisdictions in achieving the follow' fit of J 1. A significant eduction n Ise afar ,� ! O 2. Increased revenu h the ' arm r m. g p 3. A robust and c s9* a serve ework r th city and its citizens. ���y 4. The effec ' us innob echno processes to achieve program goals. Within this pr o e prove opr n verview of PM AM's proprietary, 100% Cloud - based tecbest p ti andk htfully crafted approach to enable the City of Fayettevil compreh es. PM AM is proud to offer the most inistration and collection services. Presently, PM AM seAves over 525 Municipal and county jurisdictions and has contributed to the development of 140+ alarm ordinances, drafts, revisions, updates, and alarm policy changes. Our esteemed client portfolio includes jurisdictions of various sizes, such as Oakland, CA; Orlando, FL; Houston, TX; Corpus Christi, TX; Irving, TX; Honolulu, HI; Denver, CO; and Large Canadian cities like Calgary and Edmonton with over a million population. Our extensive presence both nationally and internationally, including islands like Honolulu, establishes PM AM's commitment to delivering quality services. 2 Our dedication to innovation has been unwavering. From introducing a 100% web -based alarm management solution in 2004 to launching mobile apps (FAMS-ALARM) for Apple and Android devices in 2016, PM AM consistently invests in innovative technologies for the benefit of our clients, differentiating us in the industry. Having thoroughly reviewed the City of Fayetteville's requirements, our technical team is confident in meeting the outlined program needs. We affirm our capability to handle all aspects of the False Alarm Administrative Services and related managerial tasks. This proposal will remain valid for 90 calendar days from the date of proposal opening. PM AM hereby assures that we have no conflicts of interest as a proposer. W ress our gratitude for providing us with this opportunity to respond to the complete alar agement needs of the City of Fayetteville. We eagerly look forward to building a mutual e arding Arship. Sincerely, + � O J PankaJ Kumar -Chief Executive Of PM AM Corporation R� V �' 972-831-7401 e,) PankajK@pmam.com O J 09 CO PM AM Corporation 15430 LBJ Fwy, Suite 370, Dallas, TX, 75240 1 Phone: 972-831-7404 www.pmam-copsource.com I Email: pankajk@pmam.com 93 CONFIDENTIALITY NOTICE Kindly be informed that the present proposal, offering the requested services on behalf of the City of Fayetteville, includes specific proprietary and confidential information belonging to PM AM Corporation. This information is being shared in utmost confidence, with the sole intention of enabling the City of Fayetteville, along with its authorized employees, counsel, and representatives, to carefully assess and evaluate our proposal's suitability for acceptance. In the event that the City of Fayetteville receives a request from a third arty under the relevant Open Records Act, freedom of Information Act, or similar statute or o n ce, seeking a copy of our proposal, we sincerely ask that the City abstains from disclosing s ad, we kindly urge the City to promptly notify Pankaj Kumar, the Chi f Executive Of ' f PM Corporation, at pankajk@pmam.com, about the request. Thi will nable s� pond riately and in a timely manner to such disclosure with the a p ate aut onse , the authority can then assess whether our proposal, in it* y or in rt ( ith red t , if necessary), should be disclosed to the requesting party. ` a, J Regarding this matter, we wish i ht h M h ad two o s from a State's g g g Attorney General. These opi i firm t disclo specific etary information, akin to the proprietary info a n present in the followi ropos , i empt from disclosure under Section 552.104 e s Governm ode. Th ption is based on the circumstances of t es, al ng s n ormati Id provide a competitive advantage to a comp itor of PIN. I n u for oTfsideration our ro osal. p p © 20*)3 M & Co reserved. 10 TABLE OF CONTENTS Cover Letter 2 Confidentiality Notice 4 Table of Contents 5 Executive Summary 6 Scope of Work 9 False Alarm Management Solution Overview 15 Value Add Features and Services ` 21 State -of -the -Art Call Centers Prot n Agai is sters `G 21 PM AM Advantages 22 Cyber Security and Sery vel A e 24 Data Security Practi 24 Firm Profile 0 o e A n i' ca i � Qj 26 Awards and C tificationN �N9 O 28 IIqFAMS Customer S 30 41111: Oakland Police e mend S ♦ C 30 City of n, TX AV ment 31 Reference 32 Implementaion P636 33 Staff To Be As ned 34 Cost Proposal 38 Contract Statements 39 Forms 40 Appendix 44 PM AM Service Agreement Template 45 5 EXECUTIVE SUMMARY PM AM has provided software solutions that are being deployed for 140+ cities in last 19 years and as stated, we have provided effective turnkey services for alarm billing and tracking with excellent customer service and administered alarm ordinances resulting in false alarm reduction. Our solution includes billing for fees and all mailings generated from the ordinance, false alarm processing, coordination with alarm companies, hearing and appeals support, reporting, and lot more that fulfills the complete alarm ordinance of City of Fayetteville. PM AM initially launched a web -based solution in 2004 and has adv o now rolling out digital initiatives in 2020/2021 that makes PM AM FAMS both device atform-independent. Now, citizens, businesses, and City officials can acces rvices fro a ce, wh er it is a smartphone, laptop, or Pad. Citizens can now apply for a p rmi make upda ct information etc. through the City's website maintained b P or th their al social media (e.g., Facebook) where they are not require mber aqjUR s/webs resses. This is how PM AM defines its 19- rney o where onstantl \st to remain in sync with user behavior and associa hnoI is tion s cities r citizens to engage, reduce false alarms and in rdina co pliancel. AM ha i its solution from the ground up and has no patches/in rfaces h non-rel helf programs meant for sales professionals e e rcel o i;his is a differ i or that PM AM offers in the marketplace. We ha n ero.J s an ations, rt ore, we are very proud of our certification becoming a "C R4„ (Cri stice tion Services) solution. PM AM has established a an 10 ent r`e e, live data -based report functions, based upon inputs from art r citie3� untie ime�at providing transparency and management insight. The rel ' ip betwp M a er community is strong because as soon as an innovation is d o FAM avail he entire community at no extra charge to its customer In this section, we ate d e nstrate with examples of how PM AM's dollars are invested in continuous impro ments/ inn tions that result in achieving four key result areas: FALSE ALARM HIGHER REVENUE GROWTH CITY PERSONNEL REDUCTION COLLECTION RATES - through education and - through ultra -modern - through state -of -the- - personnel involvement awareness skip art collection tracking techniques compliance techniques C: FAMS'm I False Alarm Reduction Our partners, 140+ cities have seen year to year reduction in the number of false alarm calls. This reduces the inefficiencies associated with false alarms and encourages users to maintain the operational reliability and properly use alarm systems to reduce false alarm dispatch requests. Below are a few examples of similar size cities as the City of Fayetteville that benefited from our outreach engagement model that have resulted in false alarm reduction. FALSE ALARMS FALSE ALARM CITY NAMES DURING FIRST COUNT FIV % FALSE ALARMS YEAR OF YEARS I REDUCTION IMPLEMENTAT PRO Miami Shores, FL 443 ♦ 55% Hialeah, FL 8, 4, 54% Rowlett, TX ,14 50% Cobb County, GA 16,1 0 ,043 51% Palatka, FL 1y 3 ()� 67 39% FAMSTM I Higher Collecti Oes121- PM AM has efficient co e i rat s '-ran t pave significantly helped cities recoup police g e► g Y P p resources time th is ast d in r g to f a rms. Here are so amples tha UI ed i r growth. In cases, PM AM's share is 'paid for" by this increase i e, ma AM er s free. CITY NAMES REVENUE DURING FIRST YEAR OF IMPLEMENTATION REVENUE FOR YEAR 2022 % REVENUE INCREASE Middle Township, NJ $ 30,995 $ 43,114.01 39% Rialto, CA $ 56,906.56 $ 135,811.80 139% San Marcos, TX $ 30,290 $ 81,288.80 168% Long Beach, NY $ 42,100 $ 69,650.79 65% 7 Richardson, TX $ 191,175 $ 305,285.95 60% Houston, TX $ 6,400,000 $ 11,100,963.03 73% Little Elm, TX $ 37,729 $ 79,869.90 112% Lincoln, CA $ 30,765 $ 52,747.27 71 % FAMSTM I City Personnel involvement The FAMS portal engages and provides all stakeholders easy access b ause it is always available, with CSR's available in two call centers, Dallas and Houston to e ery step of the way. The combination of technology, processes, and human interaction resuI higher customer satisfaction and takes only a fraction of City time to suppo larm manactivitie'w Additionally, we have had 14 opportunities o present the F S soltiti e following municipalities using our competitor's( u . z V" 1 PEMBROKE PINES, F 8 �UFFOL 2 COBB COUNTY COI , OH 3 DURHAM, e)0 TX 4 NORTH A B EAth F� 11 EVILLE CA 5 DOUGLAS C , CO �' ARCADIA, CA 6 G V HI HLAND E, lX� GJ 13 TOMS RIVER, NJ G ♦ 7 D I ` 14 HUNTSVILLE, TX These ag ere ry l T Public Safety), now CentralSquare or APS, our competitors, nd t d to ther alarm management offerings available in the market. This provided PM oppor ity to present our solution. While most of these accounts were satisfied with their c rent vendor, ey were impressed by PM AM's unique approach to customer service, as well as our innovative technology solutions. These agencies compared both solutions and could clearly see the advantages they could expect from PM AM's processes to drive key goals. This resulted in all 14 switching their alarm program management to PM AM Corporation. Several of these accounts have been PM AM customers now for multiple years. SCOPE OF WORK City of Fayetteville, AR - Scope of Work Not comply •.. a Provide an electronic database to track all security alarm Comply 11 registrations. Track false alarm responses as provided by the City and b. registration status (ex. Active, suspended or revoked) using Comply 11 the database. Make registration, false alarm, and registration status d C. available for import/export to/from the City and i Comply 11 companies in Microsoft Excel forma . d' Provide the City with electronic listslists%4.Vk regis and mply 11 changes of registration statuso n as- needed b is. e. Generate and mail false a \ otificatio illings, a` registration status chan Z►o ficati n ividual and ply 11 businesses. Responsible for c nlvt.g a s ted for f. remitting the Cit rtion of th ost-share to City oF117-omply K 11 a monthly ba% f-%, g' Ensure th larr n he f ayette� `'0-16 Comply 11 being regis red. Provide a toll-fr e ' en custo 17port hoe line. These servi s s not u source an shall be conducte by t compian ente 1n contract with -�on h the Cit stomer se ' I I have experience in i the adm' a ion e racking and billing) Comply 11 rogram a ser 'ce support any citizen's ui es abo e City eville's alarm ordinance, p Y re istra ' s, f* s, support system shall be accessibl inimum five (5) days per week, eight (8) hours per ay. i Provide continuing education programs of false alarm Comply p Y 11 reduction.j. Must perform all services to maintain compliance with the Comply 12 Cit 's Alarm Ordinance. During the contract period, the selected vendor shall k establish a close working relationship with the City and Comply p Y 12 provide a proven, tested alarm tracking and billing system that will meet the Cit 's Alarm Ordinance requirements. The City of Fayetteville desires minimal involvement to be I. needed of City staff time and resources to support the alarm Comply 12 registration, false alarm tracking, and fee remittance process. For technical and security reasons, the awarded firm shall not M. have direct access to the City's Computer Aided Dispatch Comply p y 12 (CAD) system. Firm shall be able to accept a simple data feed of this information on a regular basis. a. Provide an electronic database to track all security alarm registrations. PM AM maintains the alarm permit database for the City in real t' ce a permit is registered in FAMSTm database, then all subsequent alarms that happen a h ermit location are assigned to the permit. City staff and PM AM staff are able t see a permi a us, vayments, and all past incidents in real-time. FAMS maint iriginal str lion is , date of each false alarm, historical information on registr suanc rrent r tion tatus (active, expired, suspended, no -response etc matio meal ti sis. Yo �zens, City's alarm administrator and PM AM s II hav hI& .ity to the ke information in real- time through the FAM istrati nd cicitizen p t . PM A continue to conduct all aspects of alarm p g including ut not ited to r �r lion, annual updates, and maintaining the rmit s t V k FAMS maintains th1 • Permit Num • Permit Issue • PermitQ E persc • T pr perty tial Ncial I exempt). ail address of the Type older permit holder mil Stat ve I ancelled I Suspended etc. Billing n d r e s c tact information (if different). Holder nave, address contact information (if different). Name, address and contact information for the alarm company responsible for installing the alarm system. Name, address and contact information for the alarm company responsible for maintaining/ monitoring the alarm system. Type of alarm system Date of installation Names and phone numbers for contact persons. Date of 1 st and subsequent suspensions Date of reinstatement etc. 10 b. Track false alarm responses as provided by the City and registration status (ex. Active, suspended or revoked) using the database. FAMSTM can identifies permitted and non -permitted locations by tracking false alarms have occurred. FAMSTM performs all aspects of alarm permitting and maintains all the registration status in the permit database statuses like active, expired, renewed, suspended, revoked, or cancelled etc. The original issue date on a permit is always stored and maintained on the permit account regardless of whether the permit is renewed or reinstated multiple times dur' life of the permit. FAMSTM maintains the details of every fal farm unde t ory of e alarm permit. This information is available to the City official for view o ur 100° -based portal 24/7. This not only includes the type of alarm dis ition co e, and the incident, but also contains the officer remarks. Durin er Servph ne calf incoming and outbound), this information is also available STM cu suppo r sen &tivtEs who can engage with citizens in a more meanin nner asrovid mation.6their false alarms. PM AM maintains this i ion us alabase fo a of the tions and is available to city officials for revie given time. c. Make re istrati e al �d re n sta available for import/export g � to/from the City d a rmfo panie ros ormat. FAMSTM is a 100% w - a d solut' maipt �False Alarm Administrative Services database in real-time. F TM ers m3 100 `0rti/to the City and its alarm administrator, and other officia ch are a4,ai hou 7 days a week, and provide accurate information on a real t a 's. Mos ese re ve the option to export the results in either PDF or Micro t I for n they e customized with multiple parameters, such as date ranges, rmit stat , d. Provide the Ci ith electro ' lists of new registrations and changes of registration status on an as- neede basis. FAMSTM produces reports on newly issued permits with a feature to filter them based on commercial or residential classifications. It also compiles data on permit renewals over a monthly basis or a user -defined timeframe. Furthermore, FAMSTM creates detailed listings of revoked permits with explanations for revocation and similarly documents reactivated permits with justifications for their status change. As an entirely web -based system, FAMSTM ensures that such information is instantly available to both city officials and the police dispatch center. 11 e. Generate and mail false alarm notifications, billings, and registration status change notifications to individuals and businesses. PM AM's FAMST" solution's billing module is flexible, configurable and works on the rules engine that are incorporated from City's Alarm Ordinance. Our program can generate all false alarm notifications, billings, and registration status change notifications to individuals and businesses on regular pre -defined frequencies as approved by the City of Fayetteville's alarm administrator. All correspondence, including invoices, delinquent notices, email notifications, permit applications etc. are city approved. f. Responsible for collecting all associated fees and for remitting 'ty's portion of the cost - share to the City on a monthly basis. PMAM typically targets up to 90%+ cd Qecins byp of ary workflow. Our sophisticated collection methods analy eent trpre payment platforms to help PM AM's CSRs in citizen outr colle nd ectii on npaii S. PM AM offers multiple payme ns to f the c on of pa its related to permit registrations, renewals, and larm ' our �' 'ee • Checks or mone via d ' to P.O. B othe Cit etteville • Pay with Cust rvice via ph e. • On-line, . s - r ice a octal • Via iphon id a • Via Interac e V 'ce s onse I r th nds The payment proc si am a M is c itted to promptly and accurately updating citizens' accou ith receit ment All pa c lected e sys ly linked with FAMSTM for consistent account recon . is n aily, d mo The Citizen sel port f t s a secure payment system allowing citizens to easily make payments for va us services. is system is directly connected to the City's alarm program bank, accepting ACH transactions, and debit and credit card payments without storing any credit card data within FAMSTI, thereby ensuring no liability for PM AM or the City. All transactions are processed adhering to PCI Industry standards, with continuous account reconciliation. Additionally, PM AM carries out a monthly audit of the deposits made to the City's alarm account and provides the City with a detailed statement of the fees and a bank reconciliation report. Subsequently, PM AM transfers the City's share of the collected fees via wire transfer every month. g. Ensure that only alarms within the City of Fayetteville are being registered. 12 h. PM AM's FAMS' solution allow the customer, our data entry and payment processing team to enter a complete address while applying or creating permit which returns the proper location after validating against City of Fayetteville's address points that insures only alarms within the City of Fayetteville are being registered. Provide a toll -free citizen customer support telephone line. These services shall not be outsourced and shall be conducted by the company that enters into a contract with the City. Customer service personnel shall have experience in handling the administration aspects (tracking and billing) of the program and the service shall support any citizen's inquiries about the City of Fayetteville's alarm ordinance, registrations fines, etc. This support system shall be accessible a minimum of five (5) days per wee i t (8) hours per day. All communications, including invoices a Pnotic es to al ers, w' feature the toll -free numbers designated for the City of FayettVAille,.uidin u rs to P s Customer Service Center for inquiries regarding alarm efees, s, and o e details. PM AM is committed to providing the Faye mmu ' wi court rompt customer service, ensuring that support —ranging ermit ions a unt inquiries to ordinance clarification and immediate as e from er car billing a ayments—is readily available. This customer su _ .s accVsif r (5) 9klgs ek for j4 ) hours a day. i. Provide continuing Minimizing false heavily in the wo The FAMS system which help to i Care uses t habits anclibes c PM AMNs also bjrXN the fo1 through a self- ortal o forces. This initia ve, now an i role in awareness and education. Oylvalities, and they have invested success in this area. Cqreports and analytical tools like dashboards, )nic false alarm violators. PM AM's Customer Bch, encouraging repeat offenders to amend their L441%,bf delivering educational materials, initially on CDs and ,a alarm users about the burden's false alarms place on police stry norm, is available in English and Spanish and plays a critical Further extending its educational efforts, PM AM offers the False Alarm Academy online, where users can learn and get tested on false alarm prevention —a useful tool for those needing to reinstate a suspended alarm permit or for addressing initial infractions, all in line with local laws. PM AM collaborates with City to develop this customized content, which is a complimentary feature of the FAMS package, contributing to a decline in false alarms through increased citizen j. Must perform all services to maintain compliance with the City's Alarm Ordinance. 13 k. M. Over 19 years, PM AM has demonstrated its dedication to reducing false alarms and improving ordinance adherence through FAMS, adapting to user behaviors, and embracing innovative technologies to serve cities and citizens alike. Unlike others, PM AM has crafted its solution from scratch, steering clear of piecing together mismatched, pre -made software such as Salesforce.com, establishing its distinct position in the market. After a comprehensive analysis of the City of Fayetteville's specific needs and alarm ordinance, our technical team is assured of our ability to fulfill the program requirements. We are prepared to manage all elements of the False Alarm Administrative Services and associated management responsibilities. During the contract period, the selected dor shall gito clos orking relationship with the City and provide a proven, tes d a rm tr d bill' em that will meet 0 the City's Alarm Ordinance requirem nts. During the contract term, our com . fully c d to d i'hg a d maintaining a strong, collaborative partnership with . We wi de a ro thoroug etted alarm tracking and billing system designe ompl ul th arm Or specifications. Our system is proven in the acked t ck reco o success lementations in similar municipal environme understan the cri ' lity of alig ur solution with the City's requirements a r di ate t e�gmless i tion and o inuous support to ensure the system meets an s t it ' oper • eeds t u t the duration of our contract. N� ®' The City of Fayette ' sires 4i4nbh volve t to be needed of City staff time and resources to sup r alar trat'o Ise alarm tracking, and fee remittance • process. O PM AM's Servic collecti with managed effici JjNd1e City of Fayetteville's False Alarm Administrative luding alarm registration, false alarm tracking, and fee system streamlines these processes, ensuring they are al demands on City staff time and resources. For technical and security reasons, the awarded firm shall not have direct access to the City's Computer Aided Dispatch (CAD) system. Firm shall be able to accept a simple data feed of this information on a regular basis. PM AM's FAMST" solution is able to accept simple data feed of incident data to process it on regular basis. 14 FALSE ALARM MANAGEMENT SOLUTION OVERVIEW General Comment The main highlights of these services are provided here under, a more descriptive process is outlined immediately after this synopsis. This cloud -based software solution meets all the specifications of the ordinance, and it has functions and features better geared to meet any future requirements that the ordinance may present should it undergo any changes to incorporate more stringent ordinance laws as practi some other cities. PM AM has been providing these services for the I �9 year and has very comprehensive sets of reports that ma age abou 1 differe i ordinances, business rules. It incorporates comprehen ' list of mize s, invoices, and account histories which are deve consultf o with y. All the required business rules of the ordinanc hear' vJd ap and eceivables and management reports are deve show , and d d for ndividual city as it warrants. 9� PM AM's entire platfor cur and i availa o city an signated employees to search. All the s are o Ad rqi ti nd th� role based. Permits and other information c n s be ear hrou ren c li e name, address, phone numbers, even partial se A are allo PM AM platform is hig e;�p Ws nevAr n compromised in 19 years and PM l AM does not sh ny informith the tside vendors. Pricing s \` section maintem xcept the price provided in the pricing paid by the city to PM AM for the As provided in th1 response, C'�tizens are provided several options to carry out the functions of permitting and payments on platforms that are available 24 by 7 with the exception of phone calls that is available during regular business hours. FAMS is a cloud based solution therefore there is no hardware and peripherals that are required to be maintained by the city, PM AM maintains 2 call centers that are redundant and in the event one center goes down due to natural or man-made disasters all the calls can be transferred to the second call center. PM witnessed this situation during hurricane 15 when our Houston call center was impacted however all call center operations were transitioned to Dallas call center within 30 minutes. PM AM places special importance on training and investing substantial dollars on its employees, all our staff goes through a rigorous hiring process that includes drug & background screenings and 1-9 verification. Customer Service PM AM has a dedicated staff of customer success representativ , these trained staff respond to customers phone calls thru a dedicated toll -free r in real time and emails the same day, emails that are received late are rep ed next day, 99%+ responses include comprehensive details on the and rejed in a single response. 0 e) Monica Del Rosa and Scott Yarbro er the ership o Torres spearhead a committed team of Customer su o spec li data peci t that carry out eal r the permit entry, payments an a s re u a tim hion, usually within 24 hours so all the in atio v le t Ia and o help City staff and citizens. We take pn i respondi to City f F tteville[suest, in most cases same day otherwis i hqMarV we ha Clicated ica Del Rosa as a single point of contact fo Fa to ' e's minist o� p � A� The efficiencies in all th rtment in 95 us single called resolution for the City's citizens wherea t e ustry ge is u er % for first call resolution. This Customer ervice is r oo citizens, FAMS offers a state-of-the-art citizen self-s e ortal ble fr ity's website 24/7 allowing your citizens to apply r it, p nd fin d update contact information in real-time. The portal pro es an un hed e perience by providing video demonstrations for the important fu litie fir -time visitors. More importantly, the self-service portal provides ed cational con nt focused on false alarm reduction coupled with the false alarm academy. Additional tools and access points like Mobile Apps, Live Chat, Chat bots and FAMS integrations with Facebook Messenger provides more platforms and avenues to citizens to carry out their alarm ordinance responsibilities effortlessly at their timetable. 16 Permitting PM AM's False Alarm Management Solution (FAMS) supports the permitting process for the citizens choosing to register their permit, we maintain the permit status throughout the age of a permit along with any annual updates like Contacts etc. as well as built-in innovative processes to identify non -compliant locations: • Identify and engage locations with False alarm that are not registered. • Engage with alarm companies to identify non -permitted locations based on the alarm company subscriber listings. • Verify each permit holder's address in the city by utilizing to date GIS file. Permit information is kept updated throughout the contra an be searched by: • Permit Holder name' • Ke Holder information C) Y Qj • Phone numbers • Billing address if different fir mitte ss J` • Email addresses of all con FAMS has implemented a ilt fu n valid e permit ress with City GIS in real time whether a is a plie nline, it is receiv i a paper form at the lock box, or it is bei r d �jatae nt cialist. 1 O FAMS provides multiple ys o our cit' NN(b`ap a permit: • Traditional mail catio r • Interactive self- e i e web 4r , ppli a • iPhone an dro app,� of an ceook messenger to apply for a permit. The proces re ready ' ment he city and no assistance is required from the city i ing i cess. FAMS have abilit erfa h ifferent Computer -Aided Dispatch (CAD) Systems to transfer requir permit de ils. We already implemented interface for few CAD systems like Central Square One Solution which is used by Midland, TX and Suffolk, VA, and Motorola's PremierOne CAD which is used by Jacksonville Sheriff's Department, FL. Alarm Tracking, Billing and Accountinc FAMS can be set up to import City of Fayetteville alarm incidents from the City's CAD and generates notifications and invoices as required by the ordinance. 17 FMI FAMS is an integrated billing and accounting software. Unlike working with external accounting applications like Quick Books, all billing, collections, account receivables are part of FAMS"'. The invoices are generated and sent on City's letterhead with the proper identification of the lockbox details, this section of the invoice can be simply detached by the permit holder and sent along with the payment. The software solution deployed for the City has necessary checks and balances to reconcile all the permit and false alarm data that are invoiced, payments that are received, refunds that are issued and any adjustments there are carried out in FAMS. A detailed Month -end closing accounting statement is sent o he City every month that self -reconciles to the previous months balances and i es a transaction level detail along with the summary for all the w countin ies thaFVk place in the current month. e) PM AM Maintains SOC-1 audit. ole ope li n is fu AI L)I sparent, and all the documentation needed by th re a i for an audit. Si r� rly, all online payments are routed throu t way onl' sactions �ys remain PCI compliant. C Such certifications n o ian e e he resuette roc s Fiat PM AM developed over a period of ti II on�cr'le th is on ail eekl and month) basis p Y ei� �' Y Y and provide fully re ncil d s�te ents� city. Collections ,CO PM AM allowso, to m `m e ugh checks as well as through online �► . AaY 9 g portal. PM Alvin thre ders er 30 days for outstanding invoices along with foll 4 - lep o a and ucts skip tracing on delinquent accounts. PM AM contin usly en ith t olders to recover outstanding balance beyond 180 days. PM A s pre r' e ethical methods for the collection process. PM AM has established a good workflow for the collection services, however, should the City desire to engage a third -party collection agency then PM AM is willing to integrate the data exchange and cooperate to work with the third -party collection agency at no extra cost. Please keep in mind any collections made by a third -party agency will still need to pay PM AM's share of revenues collected. 18 As such, City personnel are provided with online real-time access to view all account statuses at any time. This integrated approach saves time and money and improves data accuracy since all the information is integrated as part of one system. PM AM follows up with a process to make direct calls to citizens/companies late in making payments. Also, PM AM has introduced a detailed return mail handling process: 1. We collect all return mails from PO Box daily. 2. Then we scan all collected return mails in OPEX System a ' eturn Mail" instead of as "Daily Mail". 3. After scanning is done, our internal automated pro &Sntifies associated City and Permit using scanned remittan e�sl* 4. Lastly, we to all the identified puts as IV�Corre ence", to avoid Y g P sending mails to these permi4 asses a Should city desires, PM AM wor the ointed pity forNaid fees. Reporting City of Fayetteville i veqplete insi nto all ons of False Alarm Mana ement Sery re -Asist Fi vario rts, ad -hoc queries, and 9 � drillable dashboard These re-p os also_ e unpi i a g 30, 60, 90 and 120 days and beyond. FA parameters. Mc reports are very review p rog ref' to be suaanZ encrypti generated based on variable PDF or Microsoft Excel. Such Finance, and other officials to ?se types of applications need :ificates, providing the best in We provide all in on in r aAy available form; this is in addition to any need City staff may have to gage PM A 's award -winning support staff like Monica De Rosa. All reports are available to City's staff as requested. Citizen Education PM AM offers several features like a proprietary phone app with Push notifications, online academy, bill inserts, high violator's identification, etc. at no additional cost to City of Fayetteville which helps in engaging citizens and provides them important information to reduce false alarms and increase ordinance compliance. PM AM is currently working on building a texting engine to engage citizens to further reduce false 19 V alarms. PM AM deploys a set of processes that are responsible for bringing down false alarms, these processes have been responsible in reducing the false alarms in the 135 cities we serve today. PM AM feels confident that these processes can continue to substantially reduce the false alarms for City of Fayetteville over the term of this Program. The online alarm Academy Provided by PM AM has proven very useful for the citizens. As a result, citizens are informed about the reasons of false alarms and take preventive measures that help reduce the future false alarms. Training ma 'als are available in non-English languages. Hearing and Appeals Support �► G � FAMS stores, updates, and maintainsAarreal omplete d ument�ti uired for appeal hearings. This allows cities to con he using 's unique portal or dedicated administrative staff tha un r �17 Ros a Richa Quiroz. W The new FAMS intuitive app oduQ�Ies th ity to ring officers to review the complete hist i formati in real-time ng wit equested Appeal's information. This ena s t ake inform isions i ely manner. Once the reviewer makes th ion ' Shin Bice tot eal should the reviewer approve the appeal, FAMS auto atically a n to the permit holder that the appeal is a rove uld the er de the appeal, FAMS automatically Pp PP � PP Y generates a new in�,6iae _ r the _ nt thato v s eing appealed. This process is complair s Policy. 20 VALUE ADD FEATURES AND SERVICES State of the Art Call Centers I Protection Against Disasters PM AM shall perform the alarm administration services for the City of Fayetteville from our Dallas, TX office location. PM AM provides two distinct processing and call center services sites. While the chances of a physical disaster (weather, fire, etc.) or man-made disasters are remote, PM AM aintains a complete mirror - image and backup of the processes, equipment, and necessary perso t upport our partner cities in three locations (Dallas, TX and Houston, TX). Should one site be i a citated, PM AM can restore service to the city within 30 minutes at the rnate site. qj col frf 00111, 4 PM AM has put center location so that calls jai to p HOUSTON, TX ;`inablishing its state-of-the-art customer care �NpM AM call support center network is designed support centers in a seamless and efficient manner An Example: Hur arvej�g"Mth to Sept V, 2017, the City of Houston was impacted by torrential rains a flooding d to Hurricane Harvey. The mayor's office declared that the City's administrative offices would remain closed and PM AM Houston support office was closed due to flooding in the office building. PM AM's cloud -based phone system was configured, within 30 minutes, to re-route all calls intended for the Houston support center to PM AM's Dallas support center. Even though the City's offices were closed, Houston citizens were able to still call into and speak with PM AM CSRs regarding all their alarm questions. 21 PM AM Advantages PM AM derives its advantages from its commitment to "incremental innovation" on an on -going basis. PM AM identifies two/three key areas every year for innovation/modernization and given the scope of the goals, sets aside a budget every year to undertake R&D so our partner cities can benefit from a solution that always remains current to the time, challenges, platforms and emerging trends among millennial, baby boomers, and aging population of their municipalities. PM AWS TECHNOLOGICAL ADVANC ENTS 100%WEB-BASED R.'I , .+4i1 :I BUSINESS FRANCM SE NOVATIVE COMPLIANCE MULTI -FACTOR omuyt "+'•' CHANENGAGEVE ' SCAN TO ALGORIT CNATBOTS AUTHENTICATION .I, 2005 2009 14 22Z... 2021 iiiiii��lWlv&khl AAAAll, 1,11 • p —Is m11011, ` • O 2004 2008 �13 2017 20 2022 ALARM COMPANY MUL I :'A : e),,A.TP.O P INTEGRATED AUTt, ENGAGEMENT VI S INCIDENT IMPORT The following are a e p es: V • Innovative Corn a c Al N - 20e repres s AM's incremental innovation focused on Furth r i ea�ng or "�,�omp ' n used on location (socio-economic demographic ana(ysi !) reside c • FAMS iOS an roi Smart App- O PM AM started offering an ultra -modern iOS and Androi s rtphoneoa� 8 fu long with push notifications through touch ID function. th citize r par s can carry out many functions like, reviewing the City's a larm ce, m payments, viewing, and updating their key holder informa n, histori rma Ise alarms, invoices etc. They can also access a variety of education mat elp ej n uture false alarms. • Scan to Pay- In 2017, PM AM started offering a unique state-of-the-art payment solution to citizens. Your citizens can now scan invoices through smartphones to pay invoices on the go. This solution is extremely handy for the millennial and others that conduct a majority of their business through their phones. • USPS Mail Delivered I Guaranteed- In 2014, PM AM developed innovative processes which allow us to track the delivery of invoices and notices sent to citizens. This information is extremely helpful for our partner municipalities when dealing with walk-in customer inquiries, appeals etc. as it provides date and time of when invoices were delivered to the citizen doorstep. This 22 information is integrated into FAMS directly from the United States Postal Services (USPS) solution. PM AM has reasons to believe that it is the only company to offer this service. • Business/Franchise Chain Engagement- In 2013, PM AM and its strong user base were busy brainstorming and looking at ways to further enhance the collection of unpaid invoices by businesses/franchise chains. A unique service offering was added to FAMS portfolio that was once again 100% web -based and made available to business/franchise chains at no cost. Our user community has since seen an upsurge in payments from this group of customers. • • Citizen experience through videos- In 2009, PM AM was the first service provider to introduce instructional videos, which assist citizens in learning permit and pa rocesses before actually undertaking these functions on FAMS citizen website. This fun o i no longer unique as it has been copied. The reason PM AM has inclu this is to a u city th M t AM's yearly goals 11 and the R&D were invested in ensuring t o r part ci ' re alwrent for its citizens' outreach. Integrated Document Printing- PM tnered Pitney Bowes (Listed at NYSE with $2.45 Billion market cap), try lea ntegra FAMS i � This time proven solution assured our custo at in v 'c ma' ave zer �e of an error during the stuffingprocess. Thi n ex ' e mid ahea of is time n for a company of PM p p p Y AM's size; however, i d the extrao inary Q~th t at P as experiencing at the time would have no ri n s a illii to continu erform. e innovations and investments have saved PM A a ur )from ♦ e medi O Pitney ow #* Mailing Ad 3 0 er Stre tamford, CT 06926 Email: dy.ca pb. or� Tel ne: ♦` 284-3 Alarm Co n Enga ] - In year after initial launch, PM AM realized that an impor n a hol that is d by citi functions, feat companies thro I is ent was not included in the ecosystem of the solution r ed with municipalities and alarm companies to identify a reports that will help municipalities and involve alarm intuitive platform that is secure through password securities. • Multi -Factor Authentication- In 2022, to enhance the security framework, FAMST`" SaaS PM AM implemented multi -factor authentication, necessitating users to furnish multiple forms of identification prior to gaining access. This move significantly mitigated the risk of unauthorized access, ensuring a robust defense even if a malicious actor were to acquire a user's password, thus becoming a pivotal element in this contemporary cyber security strategy. 23 Cyber Security and Service Level Agreements FAMS is a 100% web -based solution and does not require any hardware, peripherals or any foreign - devices to be introduced in the cities secure IT environment. PM AM's False Alarm Management Solution (FAMS) is designed, developed, and deployed per the robust and time -proven 256-bit Secured Socket Layer (SSL). SSL ensures an encrypted link between the server and the client and transfers the data using 256-bit encryption. FAMS has an inbuilt mechanism to also support legacy browsers that have limitations and can only work with 128-bit SSL encryption. Access to key menus that are important and considered v uable like billing, payment processing at PM AM's end etc. is further restricted, and such options o y available to known and approved IP addresses. This way, intrusion from unknown IP addree restricted. The access to FAMS application is allowed thro;h�thenti in cre only and the access is available only to authorized users. The us r aization d aut yen ' determine the menus that are available to the user who ha n thro passwo d process. All passwords are first encrypted using the Microso ied e s befor e dat elements are stored in the database. This way, even th ase vi ' ' t does n eal a p rd. This scheme is applicable to all users with no 'ons. PM AM provides a ho Rackspace Hosting, Ir are dedicated serve along with other stan responsiveness is dire application hosting se All system up no additional Data Security Rackspace follows stikt security pr Mana ement tion tot The hosting is provided by fltistin�g c y loca the United States. The servers vide lia ess to approved IP addresses �► ire w Ic AMS system availability uptime and ce's lea hip in providing optimal data center and h4s4bFr experienced a downtime incident. A M AM staff and are inclusive to the program at Physical Security • Data center access limited to Rackspace data center technicians. • Biometric scanning for controlled data center access • Security camera monitoring at all data center locations • 247 onsite staff provides additional protection against unauthorized entry. • Unmarked facilities to help maintain low profile. • Physical security audited by an independent firm. 24 System Security • System installation using hardened, patched OS. • System patching configured by Rackspace to provide ongoing protection from exploits. • Dedicated firewall and VPN services to help block unauthorized system access. • Data protection with Rackspace managed backup solutions • Optional, dedicated intrusion detection devices to provide an additional layer of protection against unauthorized system access. • Distributed Denial of Service (DDoS) mitigation services based on our proprietary Rackspace PrevenTierT"" system. • Risk assessment and security consultation by Rackspace professional services teams Operational Security— the Rackspace Infrastructure • ISO 17799-based policies and proced regularly ev' as par jef our SAS 70 Type II audit process. � V.� • All employees trained on document d i mation u ty and ilj procedures. • Access to confidential infor tricted a horize nnel only, according to documented processes. • Systems access logged an d forpurpo a y, • Secure document-destr polic' s sens' ' mation • Fully documented c anag nt rocedu� • Independently au isaster reco and Vwkness conti u®lans in place for Rackspace headquarter p rt s ry •J Operational Security Cu m r's�i4 lic vir,0 p Y � p p Q • Best practices us rand �ation oal passwords. • All passwords e r p durin �missi n�Q� w ile in storage at Rackspace. • Secure me an g ancdf ction �ce—Wes for all customer data N Rackspace Se rvices vide e in developing security processes for compliance programs Iq 25 FIRM PROFILE AND QUALIFICATIONS PM AM'S TECHNOLOGICAL ADVANCEMENTS PM AM Corporation (C-Corp) is a privately -owned minority and 2004 woman -owned enterprise 100% Web -based incorporated in 1999 in the State of Texas. Company headquarters are located in Dallas, TX with additional G offices in Houston, TX. All FAMS services are provided from these two �2008 G Inte a ocumen centers located in United States. PM Pain g- AM has been providing ` management services since 200 a the majority of the cny's �► i revenue is derived fro alar, management soluti usiness/Fr i Cb. � hain En ent N xs caiSp/101111 �R-' Acr I 2017� Microsoft - SQL\ Server'200t-% Microsoft- Partner - independent Soft -re Vendor (15V; �<' 6 ii� <' � 5:� 2017 Scan To Pay 2020 Innovative Compliance Algorithm & Chatbots (01 2022 Multi -factor Authentication 2005 Alarm Company Engagement 2009 ultimedia Videos 2014 USPS Mail �IIII� 2018 Smartphone App 0 2021 Integrated Auto Incident Import .,P 26 IL N I --H ING TON MONTANA NORTH 9" lip c , 61's; OREGON IpkHCi BE CQ� Los San Diecloyl c !b Ottawa Montreal 0 Toronto A 0<<C�p1 0 t 00 New York aRnl INA Q7H AHA-11A GI u Ij,.a C\�OA 27 Awards and Certifications PM AM has earned several IT Awards and certifications. • CAS Ready • SSAE-16 SOC 1 — Type II • PCI I DSS Compliant • Microsoft "Sequel 2005 Front Runner Status" — Only 185 companies worldwide • Microsoft "Sequel 2008 Front Runner Status" • Microsoft Gold Certified Partner • Microsoft ISV (Independent System Vendor) - Under 12 ° f icrosoft partners have achieved this level • Microsoft Custom Development Sol jns Compe :!I!?Y tificat'• UiPath Automation Excellence A r202e a counting Process Automation •G • We are very proud of our Information Services) soluq review of PM AM's sys platform. ^ The PM AM tSOC1 — SSAthis provides tf properly accou • PM AM re • PMP solu s. l��JIS R dy" (Criminal Justice ctP � after a thorough kerson �Irr support the FAMS O udited, allowing it to earn its I i erested in this certification as per controls to manage money and ,1,, r lance standards. kN Partner. This certification from Microsoft provides rosoft Technology experts on creating state-of-the-art bring innovation into FAMST"^ • PM AM is a Aipient of MicNsoft's "Sequel 2005 and 2008 Front Runner Status," recognition granted to only 185 companies worldwide. This certification made available best practices from Microsoft technology experts for FAMS database, which in -turn helped PM AM technology team deliver FAMS at an incredible web response time to its partner cities. • PM AM is a Microsoft ISV (Independent System Vendor) Partner. Microsoft provides an opportunity to its partners to submit their solutions and then Microsoft experts look at various components of the solution. If, in their judgment they are satisfied, that the solution is built using the best practices prescribed by Microsoft, they then grant those solutions the ISV status. PM AM is proud to have submitted FAMS to Microsoft and achieved the ISV accreditation. Less than 12% of Microsoft Certified Partners have earned ISV status. 28 Please visit the following Microsoft website and search for keyword "FAMS". http://pinpoint.microsoft.com/en-US/services/False-Alarm-Management-and-Reduction- Solution-4294979079-4295615895?Locld=-1 • PM AM won the UiPath Automation Excellence Award 2022 in Finance & Accounting Process Automation for the innovative use of UiPath Automation to automate its billing and closing processes. PM AM FAMS' Billing automation is a unique solution that completes the entire billing lifecycle right up to bank integration and check clearance. The solution validates over 3000+ rules every cycle which has resulted in improved i ncy and accuracy of the process. The solution brings the power of UI Path, OCR, I Integration to simplify a complex system catering to over 140 cli is with dive e ementAhe solution gives PM AM the operational leverage to scale -to X wit t asing i � O J � O � 'Q O 'Q • O W. FAMS CUSTOMER SUCCESS Oakland Police Department, CA number of alarms has continued The total collection rate for theZ Since 2008, PM AM has had the pleasure of working with four different Project Mangers. We have made on -site visits with each person and worked to create a relationship with each individual. PM AM assisted Oakland in ^Venting their new alarm ordinance in 2009. Oak&Oce or the new ordinance was to reduce t umber of fs, incr the number of paid alarm pe it olders th t of administrative time s ent operatinglarm . The numbers speak f elves. iers ore than doubled, from 13,0Q0 9- 201 ore an 26,000 today. The om a 4,000 ' 9 — 201 Nnder 15,000 today. Additional assistance p:V_ to the City%f i • Onsite traini o Arogr� • Consultations n alarm o se issIX when requested by ,Arm Progr • Continually upd i g VAlarm &Mry technological a a menus. d by PM A ©odes: ?ger on equipment and its operation. inanj� st ons are immediately provided anges in the alarm industry and • The Oakla ho District ken a tare of this technology. • The Oa n larm Pre ana e equested our expertise on drafting new revisions to t sent alarms ce. ill leverage our vast knowledge of alarm ordinance b ices arm nistrativ rience to assist the city in the development of the 30 City of Houston, TX ARA Department In 2009, City of Houston awarded the False Alarm Billing and T Tracking Services contract to PM AM, previously administered _■:__ byEDS. - - - ■ - ' The city experienced an immediate reduction in administrative staffing requirements of both Cit personnel and contracted ■ ■ : - ■ ■ a _ .. personnel. The city has realized extr ary resyU from the program, consist tly ealizin -to-m ttend year -over -year revenue th as a of P ontinually introducing c4e nd inn o tiv technij t increase alarm ordinance ance. ult, the as increased the number of permits issued and renewed, as we reasin tions of a arm fin The revenue realized by the t the t PM tract a . 2009 was $6.4M, as reported b the then ARA it tor. Today, M AM is ha to re revenues collected and p Y � Y� p realized are currently sh e er qillion, repr ng an in f 85%. nJ �( 31 REFERENCES PM AM has been providing false alarm management services to 140+ cities for the last 19 years and has extensive experience in working with jurisdictions throughout the country. It is with considerable pride that out of the 140+ cities that PM AM currently serves we present to you the following five references. wain Jack,---in,ville Sheriff's Description o r' s •(Population F r Management Services Conta Name La ence Schmitt Contact Phone 904-630-2125 Email lawrence.schmitt@jaxsheriff.org Description of Services I False Alarm Manaaement Services Contact Name Melanie Skalmoski Contact Phone 920-448-3260 Email I melanie.skalmoski@greenbaywi.gov 32 IMPLEMENTAION PLAN One of the many advantages that PM AM offers to the City of Fayetteville, there is no need to proceed down a new implementation planning and delivery path. As the program is currently live and completely operational, the city will avoid all disruptions having to move to another alarm program environment. The incorporation of any new business processes required to support additional capabilities/objectives defined under this solicitation is easily accomplished by only having to expand the current Standard Operating Procedures (SOP) in an addendum format. Implementation Plan Overview In 2008, PM AM developed a very comprehensive implementation p f establishing best practices towards configuring, testing, and launching FAMS' support s and alarm administration processes required to fulfill city's alarm ord' an . This im r station I s was successfully executed resulting in the city's advanced admi�tive ala gram ment of today. Project Implementation Timelines For illustrative purposes, PM AM khn,,*st i�e the livera S, eline nd the time required by city staff and PM AM staff to ssfully it PM Ise Ala nagement Services Project. Aut rization Let s Sign ty Week 1 Creati f ndard r g NM Proce u OP) a -off AM and City Week 1 — 2 irement+sng of all .,OiLdat PM AM Week 3 3 Weeks from ont r vo s a PM AM and City City providing c rre o enc and approval approved SOP 3 Weeks from City providing Data Import PM AM their alarm program data 5 Weeks from Training to City Users PM AM and City City providing approved SOP Citizen website and FAMS program 6 Weeks from implementation GO LIVE PM AM City providing approved SOP 33 STAFF TO BE ASSIGNED PM AM has adequate staffing of —40 in 2 call centers. All our staff goes through a rigorous hiring process that includes drug & background screenings and 1-9 verification. Each team member also goes through an extensive training process. The quality of our well -trained staff is a primary factor in the many accolades our client municipalities have bestowed on PM AM since 2004. PM AM has a dedicated staff of customer support representatives, these trained staff respond to customers phone calls thru a dedicated toll -free number in real time and emails the same day, emails that are received late are responded to next day, 99%+ responses ' e comprehensive details based on the question and resolved with a single response. PM AM t Same Day Call Back Policy in place for any voice messages left after office hours, this into h�h level of customer satisfaction. le ;i� Below is a list of keyPM AM Managers h ill be involved mana tit 's Program: 9 � �� Y 9 � � J Pankaj Kumar a► Chief Executive Officer � Exec utiv of ct S o �� PankaJK@pmam.com e As a Project Sponsor, Mr.Re ar ensure hat all les d resp n ' sties are aligned to the commitment PM AM er duality an d of ca i out all alarm administration service processes. H vail jrou t t issues a straints that are noticed by you or your citizens durin the entire li f the p c I Jimmy L Spivey Vice President of S P is Safe sTon CO Jimm S@ mam Y p � Jimmy Spivey t retired e of t i a dson Texas Police Department. Chief Spivey spent many dec e i aw Enfo t in la n Richardson with over 10+ years as Police Chief. The Richardson olice Dep t was AMS partner in 2004 with PM AM and Chief Spivey was instrumental in prom* yin t r ng down false alarms for the public safety organizations. Jerry Torres Director Customer Service JerryT@pmam.com As director over Customer Service, Jerry oversees the day-to-day operations of the call centers, and the data entry teams. He is also the primary point of contact through the duration of the implementation process and over the lifetime of the program. Jerry brings 25+ years of call center management experience. He is responsible for managing the call centers and Back office of 35-40 employees. 34 Pramod Damera Sr. IT Program Manager PramodD@pmam.com With an impressive history of over 25 years in the IT and Program/Project Management field, Pramod is a seasoned IT specialist with PMP Certification excelling in system design, implementation, training, documentation, and support. Boasting robust communication skills, he adeptly bridges client requirements with developers and clarifies developer inquiries to clients. Entrusted with the technical realm of FAMST"', Pramod ensures seamless administrative, back -office operations, onboarding new clients on to the FAMST`" platform and upervising the application technical support among other duties. Kevin George Implementation S ecialist/Cit liaison P P Y G KevinG@pmam.com Kevin joined PM AM in May 2023, wi ♦ s of o nd ng cus ervice experience and 25 years of technical experience. Kevin h s en hi an ess employee ready to do what it takes to deliver outstanding servi s custo Prior to working for PM A work r Tech o as an entation Engineer and Support Analyst. Providi Its and con uratio r t eir cus e ' custom applications and working closely wit e s ff t e uig satisfa XQkith the yment of their product. ♦` In his time in the ind try, Kevin, his serve �rny r eading a team of agents in a call center to obtainingMicros f rtificatio orti ervers and Microsoft CRM. Kevin has also pp proven himself as a QA e u using � L to conkai t accuracy to changes in Oracle database and testing ETLjob Scott Yar g ♦ �� Call Cent e sor Scotty@p com Scott is an Innovat' ard- n n leader successful in identifying and resolving critical issues - "making seemingly possible si tions work" -with a proven track record in collections, training, and empowerment of operations and service teams. Before joining PMAM Corporation Scott managed Call Center Operations for various Fortune 500 companies like JP Morgan Chase and Bank of America. He has led teams of over 60 employees and keeps himself extremely well -versed in the latest innovations in the Call Center marketplace. With over 15 Years of management experience, Scott has a winning record of managing productivity and profit improvement through expertise in team development, process improvement, loss mitigation, home lending, mortgage operations, business - to -business collections, consumer collections, auto finance, and lockbox operations. 35 Monica De La Rosa Supervisor MonicaR@pmam.com Monica would be the Program Lead for the City and assist with requests and develop new campaigns and content to engage citizens to increase their awareness about the City's alarm ordinance. This role and her initiatives are key in customer engagement through mailings, email and voicemail communications and marketing campaign materials. Upma Arora Payment Specialist UpmaA@pmam.com Upma works diligently to process daily Lockbox files and carriit he manual research for the payments that did not come with coupons. Sh e ponsible ing LocI� and FAMST"' always reconciled.e) Robert Wilton • .`G Alarm Incident Matching Specialist Sin ►0�k� W\A, RobertW@pmam.com�Res onsible for reviewin co a n all �'ffes to i om lete and ro er p g, g, � g p proper matching of incident data t c rect permi Maintain an com ion with city contacts for all incident issues. Also ra cid data and in 4q&fficient, and accurate matching for billing purposes. N • +N Priscilla Ceballos #* New Installations Canc io and Pa t p ecial, t PriscillaC@pmam.c • Priscilla is respo I pdating p he receives notification from the alarm companies of a change s to their i hol S. is also responsible for deposits for cities that are not on ba ted Loc X. Antonia dr' Mail Processing Spec! ' t Iq AntoniaR@pmam.co Antonia is responsible for the scanning and batching all correspondence received through the lockboxes. This process is vital to PM AM to maintain time -bound standards for payment processing. She also ensures that any collateral sent to the permit holders on behalf of the city are printed and sent within the designated timeframes. 36 Olga Salazar Training Specialist OlgaS@pmam.com The training specialist supports the call center in the onboarding of new hire agents and facilitates the training of the policies and procedures for PM AM. As a senior agent, she also assists customer engagement through mailings, email, voicemail communications and escalations. Besides these key individuals, PM has two call centers that are fully trained and staffed with call takers, back -office personnel in Dallas and in Houston. In order to support the operation PMAM rents approximately 7,000 square foot is space for these two call centers. 6*1** C) 60 O J � O � 0 'Q O 'Q • O J 9 CO 37 COST PROPOSAL PM AM proposes a revenue split with the City of Fayetteville according to the following revenue (total permit fees, renewal fees, false alarm fines, reinstatement fee, civil penalties, late fee, alarm company civil penalties and any other fees or fines. PM AM proposes the below split of monthly alarm program fees collected: PM AM Corporation City of Fa ettev' , AR 40% 6W The charges of cost of mailing incurred and nk char e in co nn with the Services rendered under this Agreement, shall be paicoe Pro efore th i of monthly revenue collected. • PM AM's share of revenue shall be `o P V all e�'I'ts recei d b the Count from p� � Y Y alarm program billing undertake AM. PM AM has established a d orkflow for e collections ices, ho e should the County desire to engage a third -party o n cy Rtthen PM willing i rate the data exchange and cooperate to work thir orlectib ncy at n cost. Please keep in mind any collections made by third -party gency w s i I nee PM AM's share of the revenues collected. PM AM will pay for othe sts iwl ape educational materials, set-up fees, equipment (including hardw, osting cha d s w tools, personnel, utilities, etc. that are required for administer' gRalse alai 'Ili g a tr g program for the County. PM AM d char ees w ongoing system maintenance, including... • No... Imple tion Fe • No... Annual enewal Fees • No... Data Conversion Fees • No... Pre / Post Implementation Technical Support Fees In summary, PM AM is committed to continuing to be as responsive to the City's false alarm reduction and its program financial goals as it possibly can. The PM AM I FAMS platform is powered by 100% Cloud and Web -based architecture to continue to meet the "24/7, real-time, browser -based" administrative and executive needs of the City, as well as to provide the desired interactive and convenient experience for its citizens. 38 The PM AM I FAMS solution proposed is the only 100% Cloud and Web -based system in the alarm administrative services industry meeting this standard and requires no foreign devices or software to be introduced into the City's technology footprint. Contract Statements PM AM submits this proposal for an initial term of one (1) year and subsequent four (4) one year period. PM AM aims to establish a Service Agreement with the City that f s e requirements of both parties. To facilitate this, a tailored Service Agreement Template h en provided in the appendix of this proposal. This template is crafted to al&9r h the ex e s of bofikthe City and PM AM for the execution of the alarm management pbase n enue� orko model. All data relating to the alarm permi • ned byc y. PM all return the City's data including records, files, databases an ed pro rmati d matq�ial in an agreed -upon format at the of the contract term�� PM AM shall also maintai etain 0i3fcs reco s ata a r related and relevant documentation for a mi of three (3) ars aft he expirat' ny agreement issued as a result of this RFP.Cb 'AWN, Termination b Cont act 'n vent Red i changes to the City Ordinance — Y � �Y 9 Y Should the City change i nces d r' term of Agreement which provide for a reduction in the fees, and or relat n and c PM rves the express right to re-enter into good faith negotiations the ity to O the fe lhle and pricing accordingly. PM AM shall give the City written o ' of its des' neg w FORMS 1. Disclosure Information 2. Primary Contact Information 3. Acknowledgement of Addenda 4. Debarment Certification City of Fayetteville RFP 23-19, False Alarm Administrative Services Signature Submittal 1. DISCLOSURE INFORMATION Proposer must disclose any possible conflict of interest with the City of Fayetteville, including, but not limited to, any relationship with any City of Fayetteville employee. Proposer response must disclose if a known relationship exists between any principal or employee of your firm and any City of Fayetteville employee or elected City of Fayetteville official. If, to your knowledge, no relationship exists, this should also be stated in your response. Failure to disclose such a relationship may result in cancellation of a purchase and/or contract as a r ult of your response. This form must be completed and returned in order for your bid/proposal to be eligibl onsideration. PLEASE CHECK ONE OF THE FOLLOWING TWO OPTIOC, AS IT APPR APPLbO YOUR FIRM: X 1) NO KNOWN RELATIONSHI EXI S •C e) • ARELATIONSHIP EXIS Oase OtQ Z'. I certify that; as an officer o is organi , or pe > a r o NOched let4ef authorization, am duly authorized to certify the information provi ed Igols accurate e; a �my organization shall comply with all State and Federal Equal Opportunity and n- i crimin ruirementnd conditions of employment. e�i • ` Pursuant Arkansas Cod n otat d §25- , the C ac r agrees and certifies that they do not currently boycott Israel and wil o Cott Is u g a ti which they are entering into, or while in contract, with any public entity ed in §25- . If a n during contract the contractor decides to boycott Israel, the contractor m n ify the a ted ity in writing. Pursuant Arkansas Code A otated §25- 1002, the Contractor agrees and certifies that they do not currently boycott Energy, Fossil Fuel, irearms, and Ammunition Industries during any time in which they are entering into, or while in contract, with any public entity as defined in §25-1-1002. If at any time during the contract the contractor decides to boycott Energy, Fossil Fuel, Firearms, and/or Ammunition Industries, the contractor must notify the contracted public entity in writing. PRIMARY CONTACT INFORMATION At the discretion of the City, one or more firms may be asked for more detailed information before final ranking of the firms, which may also include oral interviews. NOTE: Each Proposer shall submit to the City a primary contact name, e-mail address, and phone number (preferably a cell phone number) where the City selection committee can call for clarification or interview via telephone. City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 15 of 17 Corporate Name of Firm: PMAM Corporation Primary Contact: James McReynolds Phone#1 (cell preferred): 972-573-4824 E-Mail Address: _jamesma..pmam.com 3. ACKNOWLEDGEMENT OF ADDENDA Title of Primary Contact: Director of Sales Phone#2: Acknowledge receipt of addenda for this invitation to bid, request for proposal, or request for qualification by signing and dating below. All addendums are hereby made a part of the bid or RFP documents to the same extent as though it were originally included therein. Proposers/Bidders should indicate their receipt of same in the appropriate blank listed herein. Failure to do so may subject Contractor to disc, fication. ADDENDUM NO. IGNATURE/AND P D NAME ACKNOWLEDGED FA 4. DEBARMENT CERTIFICATION: ✓ �` As an interested party on this proj are re ed to providE�armen nsion certification indicating compliance with the below Fe ecu ' e Orde . Certifon can b by completing and signing this form. ♦ �J J p Federal Executive Order (E. ) 4�"Debarm Su io`h" requires that all contractors receiving individual awards, using feder nds and al - ipientslce*fythat the organization and its principals are not debarred, suspended, pro o for *e de�a�neligible, or voluntarily excluded by any Federal department or agency fr oin usinev the Fe alvernment. Signature certifies either you ur pri c resently debarred, suspended, proposed for debarment, declared ineligib unta ' x ded fro rticipation in this transaction by any federal department or agency. Questions regarding this fo should be ected to the City of Fayetteville Purchasing Division. NAME OF COMPANY: PMAMCoEporafion PHYSICAL ADDRESS: 5430 LBJ F MAILING ADDRESS: same TAX ID #: 32001296824 Ste.370. Dallas. TX 75240 City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 16 of 17 AR. SECRETARY OF STATE FILING #: 152337600 PHONE: 972-831-7401 FAX: 972-831-7499 E-MAIL: anka'k mam.com �l SIGNATURE: PRINTED NAME TITLE: CEO Kumar DATE: 1I - 7 — ZO'2-� G e)cne) 5i Q�oQ P�EfFP DOCUMENT City of Fayetteville, AR RFP 23-19, False Alarm Administrative Services Page 17 of 17 APPENDIX 44 PM AM Service Agreement Template AGREEMENT FOR ALARM PROGRAM ADMINISTRATION SERVICES This Agreement for Alarm Program Administration Services (the "Agreement") is made and entered into in Dallas County, Texas by and between PMAM Corporation, a Texas corporation whose address is 5430 LBJ Freeway, Suite 370 Dallas, TX 75240, (the "PM AM") and the City of , State of (the "City") to be effective upon the date of execution of this Agreement by the City Manager or the City's authorized designee as set forth on the Signature Page to (the "Effective Date"). Recitals WHEREAS, the City desires to engag the ervices f M to certain installation, conversion, operation and service of a False Al rm agemen am inc he collection services in accordance with the City's alarm ordinan ; cordanceith a termt th Agreement (as hereinafter defined) (collectively, the "Services"); a S NOW THEREFORE, in e a e for t �1 c e et forth ?r and other valuable consideration, the sufficiency an i t of i ereby edged, t es agree as follows: Article O Cbl'Scopg o i�ifes 1.1 The parties a re that s7iall per Serv' ! Pcordance with the terms and conditions p g � p �, of the City's alarm o ce and th* �ment.Nher arties agreement consists of this Agreement and the followin i , which�icorpora nand made a part hereof by this reference thereto: • Scope of nd tr quirements — Exhibit A P`i a ecei o ctions - Exhibit B In the ent \` Agreement, i parties as a n Con, the documents shall control in the following order: (ii) the Exhibit B, as further modified by the written agreement by the and deployed by the parties. Article 2 Terms of Agreement 2.1 The initial term of this Agreement shall be for a period of three (3) years commencing on the Contract Implementation Date (as hereinafter defined) and ending on the day immediately preceding the third anniversary of the Contract Implementation Date (the `Initial Term"), subject to earlier termination as set forth in Article 6 hereof. Upon the expiration of the Initial Term, this Agreement shall be subject to automatic extension from year to year thereafter (each an "Extended Term") on the same terms and conditions as set forth herein, unless either party notifies the other in writing at least sixty (60) days 45 prior to the expiration of the Initial Term or the Extended Term, as applicable, that such party will not further extend the term of this Agreement. As used herein, the term "Contract Implementation Date" shall mean the first day of the calendar month for which PM AM commences billing for its Services to the City hereunder following the installation of the False Alarm Management Program. 2.2 PM AM shall receive compensation, including authorized reimbursements including reimbursement for any City fees paid by PM AM to the City to permit PM AM to provide the Services or Special Services hereunder, for all Services rendered under this Agreement at the rates set forth in pricing included in this Agreement as Exhibit `B". The compensation is based on a revenue sharing model. In order to facilitate the sharing of revenues as set forth in Exhibit `B" hereto, the City authorizes PM AM to open a P.O. Box and bank account on the City's behalf. 2.3 At any time during the term of this Agreement, the City may i Services for additional compensation to agreed upo b�, performance of any Special Services by It All. As u which is determined by the City to be ec ry for th1 e reasonably anticipate would be neieeat the e>i;juti of 2.4 3.1 agrees to perform. If the City and PM AM shall undertake such Sal The City acknowledges services to other gove4 XM reach ment on Vervicd� eceivin t� A t4 �der res right s similar to d con ;r aam PM AM perform Special CVI AM prior to the �es means any work ich the parties did not vent and which PM AM lance of Special Services, JALfrom the City. may offer, similar �Istated herein except that nt agency may be negotiated revenue expectations, agency dP'%y PM AM, and other agency Mall have no responsibility or liability into between PM AM and such other Su AW&W'he li nNhereinaft North, PM AM agrees to and shall defend, indemnify and hold harm s the City it icers agement employees from and against all claims, damages, losses and expense ing r ab attorney's fees, litigation costs and expenses, arising out of the performance o the Services o pecial Services, caused solely by any grossly negligent act or omission of PM AM, or any subcontractor of PM AM. Lack of insurance coverage does not negate PM AM's obligation under this paragraph of this Agreement. 3.2 At all times during the term of this Agreement, PM AM shall be independent contractor and shall not be an employee of the City. The City shall have the right to control Contactor only insofar as the results of PM AM's services rendered pursuant to this Agreement. The City shall not have the right to control the means by which PM AM accomplishes services rendered pursuant to this Agreement. 3.3 Notwithstanding any other provision of this Agreement to the contrary, in no event whatsoever shall PM AM be liable for damages attributable to its actions or inactions, or its subcontractor's actions or W. 3.4 3.5 4.1 5.1 inactions, with respect to the Services or Special Services provided hereunder, whether for indemnification or otherwise, in excess of the sum of. (i) any insurance proceeds actually received by PM AM, or paid by PM AM's insurance carrier to the City, with respect to the claim for indemnification by the City hereunder, and (ii) the amount of fees actually retained by PM AM under this Agreement as its fee during the six (6) months immediately preceding the act or omission that generated PM AM's indemnification obligation hereunder; provided, however, the limitations on the indemnification obligations of PM AM set forth in this Section shall not apply to the obligation of PM AM to pay the City its share of the collected revenues as set forth in this Agreement. Notwithstanding any other obligation of PM AM hereunder, in no event shall PM AM be liable for any indirect, incidental, special, consequential or punitive damages, in ding loss of fees, profits or income, arising directly or indirectly out of the provision or no vi ion of Services or Special Services hereunder, whether or not PM AM had any knowledgee%ti�►t c damages might be incurred. If PM AM is required to indemnify the h eunder 1MYm`ay defense of the City with counsel reasonably acceptable to he ' at the e of PM asrt3e addition, the City may engage its own counsel to participate` defensean such prJg at the City's expense. he City' onsi Hi The City shall coop �e'fth and st PM AM by ong other 1igs, making available, as reasonably reques m4km, in agemen isions, p ri> information, approvals, IT assistance an e cc that dKed by P o carry obligation under this agreement. N— - . 1z ��*c At the curren 'me, IVAM doe"Paint ' l ices in the State in which the City is located, nor does PM A intam any es in c te. All Services required to be performed by PM AM hereun be perfo PM offices in the State of Texas or elsewhere outside the St ich the Ci ated. all, at its own expense, purchase, maintain and keep in fo the t s Agree t ch insurance as set forth below. PM AM shall not commence work der thisp ents obtained all the insurance required under this Agreement and such insurann ap o d the City, nor shall PM AM allow any subcontractor to commence work on its su ontract until similar insurance of the subcontractor has been obtained and approved. The insurance requirements shall remain in effect throughout the term of this Agreement. PM AM, at PM AM's sole cost, shall purchase and maintain, during the term of this Agreement, insurance coverage providing not less than the following: 5.1.1 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 coverage removed by exclusions, unless approved by the City. 5.1.2 Automobile Liability: $500,000 combined single limit per accident for bodily injury and 5.2 �A] property damage. Coverage should be provided as a "Code 1," any auto. 5.1.3 Workers' Compensation and Employers' Liability: Statutory. Employers Liability policy limits of $100,000 for each accident, $500,000 policy limit- Disease. 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 Agreement. All insurance policies, other than Professional Liability, provided under this Agreement shall be written on an occurrence basis. The City shall be named as additional insured on the General Li insurance policies. These insurance policies shall contain the endorsement signed by a person authorized by that insurer to binc,� for any reason, fails to maintain insurance co rage which i re ``� shall be deemed a material breach of c tra The ity, t Agreement. ibi;k and Automobile Liability riate additional insured r ge on its behalf. If PM AM, Gunder th9 greement, the failure sole o}aj11nay terminate this 1(0 5.4 Each insurance policy shall be � �, � to state coverage spa not be canceled, reduced in coverage or in limits except afte hi y (30)� r writteS il has b provided to the City, or in the event of cancellatioRn use of n nt of pr that thN r shall give written notice to the City not late (1 datlowin c ion. 5.5 Insurance is to be ith in urers wi a Bes ng of no leOk :VII. Insurers must be duly authorized to s smess n *late of T 5.6 Certificates of surance if egitested s �ubmi Accord form only. Certificates and endorsements effecti era e re this cla shall be forwarded to the Ci 's Purchasing g t3' g Department. A e ♦ ermin f Agreement 6.1 Gr Te n 6.1.1 The in M in writing if PM AM fails to perform its duties under this Agre with a n ty (90) days window to correct the problem. PM AM shall remedy the proble within ninety 0) days from the receipt of such notice. Should PM AM fail to remedy the problem within ninety (90) days, the City may terminate this Agreement. 6.1.2 PM AM's Fee Schedule and pricing for any and all Services to be provided by PM AM to the City under this Agreement have been set, established, and agreed to be based upon the current provisions of applicable City ordinances relating to alarms. Should said ordinances change at any time during the term of this Agreement to reduce the applicable fee, fines, and charges, then PM AM reserves the express right to enter into good faith negotiations with the City to modify the Fee Schedule and pricing accordingly. If, within thirty (30) days of notice from PM AM to the City of its desire to so renegotiate, the parties are unable to reach an agreement mutually acceptable to both parties, then PM AM reserves the right to terminate this Agreement. Said termination shall not be deemed to be a default by PM AM under this Agreement, PM AM shall be paid all fees and costs due and owing PM AM as of the date of said termination. 6.1.3 PM AM may terminate this Agreement upon written notice to the City if the City misuses or attempts to appropriate the proprietary software of PM AM. 6.2 Effect of Termination 6.2.1 If this Agreement is terminated as provided herein, the City may require PM AM to provide all finished and/or unfinished data and other information of any kind possessed by PM AM in connection with the performance of Services under this Agreement. PM AM shall be required to provide such information within a reasonable period of tim receipt of the request not to exceed thirty (30) days. Specifically, in the event the City s eRninate this Agreement: 6.2.1a All data relating to al a ermits shall e by the Upon termination of this Agreement, PM M all pro tl er to k all data in MS -SQL format. 6.2.1 b. PM AM reta ♦ ight and Zo the A 1 aeon software, including but not limited tolicati ,all deve in t rights, 1 reproductions rights, and all r t hat may from ercial d ent of the software. The es n a u any o rights t plication software. The t re is prote d in favor of AM, as any future registered ark e trademarks o AM. + 0 �1 6.2.1c. T e pr t soft nsideret as d o the City during the duration of tAA4peement as 1 n thi %ent and the City will not have any access 's pWW software er the conclusion of the Agreement. 6.2. e City y PM as and costs due and owing PM AM as of the date of skid tion. le. aision f ection shall survive the termination of this Agreement. a► Article 7 on identiality of Information 7.1 At all times, PM AM shall recognize the City's sole and exclusive ownership of all information provided by the City, and the sole and exclusive right and jurisdiction of the City to control the use of this information. Similarly, the City recognizes that the proprietary software described in Section 6.2.1 c. above is owned by PM AM and the City has no rights or claim thereto. 7.2 Each party agrees that neither it, nor its employees, subsidiaries, subcontractors, or agents shall disclose confidential information of the other party, to any person or to anyone except as necessary to perform its obligations under this Agreement, without the expressed written permission of the other party or unless required to do so by law. City shall promptly inform PM AM if City receives a public records request for information designated by PM AM as confidential so as to provide PM AM an opportunity to object. 7.3 Each party further agrees that in the event that any documents containing confidential information of the other party should be improperly used or removed in any way from the possession or control of the other party by a party, the breaching party shall immediately notify the other party orally and in writing, and shall join with the other party at their request in taking such reasonable steps as the owner of the confidential information may deem advisable to enjoin the misuse and regain possession of such confidential information, or steps otherwise necessary for the protection of the owner's rights and the confidentiality of the information. 7.4 PM AM agrees to return any and all data furnished and information d 'ved hereunder promptly upon a request by the City and its authorized designee. 'cle 8 Genlu ovisio 8.1 This Agreement and its attachme is nstitute the sole d only�s e nt between the parties and supersede any prior understandi i ten or oral ements be e parties with respect to this subject matter. 8.2 Except as otherwise pr herei n this g t nor e rights, interests or obligations hereunde assign an of the rt' s hereto t the prior written consent g g Y Y of the other party; d that PM A may assiva this Agree t its successor without consent by the City giv ten o iq the CitIoAgreeme s 11 be binding on and inure to the benefit of the, s o it resp rs, exec rs, inistrators, legal representatives, successors, an assigns. 8.3 This A reemen 11 govern �Iie law of t State of Texas; and venue for an action g �g � Y concerning t is A ent s� a all , Texas. 8.4 This e t may b0 nX by the written agreement of the parties. 8.5 I t anyQ re of visions contained in this Agreement shall for any reason be hel to be iillegal n nforceable in any respect, such invalidity, illegality or unenforcea * 1 not fe a other provisions, and the Agreement shall be construed as if such invalid, illeg or unenforce le provision had never been contained in it. 8.6 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 of ,_ PM AM: PMAM Corporation 50 Attn: Mr. Pankaj Kumar, President 5430 LBJ Freeway, Suite 370 Dallas, TX 75240 8.7 This Agreement may be signed in counterparts, each of which shall constitute an original. 51 (Signature Page Follows on Next Page) 52 IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the day of City of By: Name: Title: Attest: By: Name: Title: in the year PMAM Corporation 53 Exhibit A Scope of Work and Requirements Scope of Work: It will be PM AM's responsibility to provide, install, and operate the Professional Services Alarm Management Services Program based on a "False Alarm Management Solution" system hereafter referred to as a FAMS system and all other necessary equipment and services on a "software as a service" basis. PM AM shall accurately convert all pertinent data downloaded from the City's current primary alarm and accounts/receivable databases to populate the FAMS system. Effective interfaces shall ensure that all parties share and benefit from the most current and accurate information. PM AM shall provide appropriate supplies and services including but not to to; 1. Single point of contact and daily resident assistanc FO 2. Maintenance of databases: (i a. Alarm permits ♦ � `G b. Permit Holders ` J c. Permit Holders with out g charg `� V d. Non -permitted loc ith ou ii charges e. Address verifi taba O 3. Collection of payment i dan a iates�e stied by t ordinance, and any implementing resolutions or orders, as ay be amO11`�k` rom ti me by 4. Performance of all the billin ordance i 's X ordinance as may be amended from time to Y Y time b the City. 5. Generation oft e fo ing orts Apiki but noflki(t�ko: a. Ne 1 ermits it a d fee co14e2ted > �` b.0 ermit re a illedt�d es collected c. nits inactd►or reveason for inactivation or revocation d. Per r ' ed and FIR for reinstatement e. Number o 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 i. Number of reinstatement fees billed and fees collected j. False burglary and/or robbery alarms for permit owners k. False burglary and/or robbery alarms for non -permitted owners 54 1. Suspension or revocation Report for permit holders as per ordinance, if applicable 6. System functionality to capture the following information: a. Permit number b. Permit issue date c. Permit expiration date d. Permit type (residential / commercial) e. Name of business or residential permit holder f. Site 1) Street address and zip code of property 2) Type of property (residential / commercial) 3) Telephone numbers 4) Contact persons (minimum Q2)ad phon s) 5) Type of alarm system inst Ileglary, p c, obbery( g. Billing ♦ ` 1) Name ` 2) Full mailing ad e ncludes) 3) Contact pers pho u s) h. Permit Holder R o i le for Ala CW 1) Nam O 2) mai ' sus 3) P ne number ` O i. Name and telenhCka tuber of anitorin nnanv j. Name and tel6pbFi number 7. System Transfer onlinZlan( to RMS including 1) 2) 3) 4) 5) 6) 7) 8) ipany 111aAgalled the alarm system users without permits. version of entire registration database from FAMS system Permit number (o?non-permitted identifier) Name of permit holder Location of permit holder Permit status Expiration date Last false alarm incident date and time Alarm type (i.e., burglar, panic, etc.) False alarm incident count 9. Transfer online and/or via magnetic media incident records from RMS to FAMS including: 1) Incident number 2) Priority 55 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 dispositio e/false) 13) Officer number 14) Unit(s) assigned. Collection requirement and rovision + •`� p PM AM will design, implement, and syste t�, e as the b ngnd colle 'ons agent and accounts receivable A/R manager for the A rm P or J i d Colle toNervice. PM AM will ( ) g � provide all hardware, software, m i Is, sup ie shCe, and sources as i�' t The system will meet the following collection speci a ns: 1. Bill format w&v' e b r r riate re form to cc pan payment. � p Yp Y 2. Bill format, p it forms, a es an corres e ill identify the location of a PM AM staffed an mai in nice so �mer a e the abilityto obtain direct answers to questions about t)��and rel;t_ as alarm sys information. 3. All bills, 4. Bills wil 5. Rec n 6. PM 7 pia approved by the City. and or rules and regulations as appropriate. to apply to Account Receivable system (A/R) to be the City will have access to review at any time. System funcyn-aTity for thXity to print a bill for customers wishing to make payments at the walk- in cashier to tion(s) of the tity and to provide on-line information to PM AM regarding such payments so that PM AM can maintain A/R file. 8. PM AM will provide the ability for customer to pay on-line, by mail and via walk-in cashier. 9. Payments made by mail will be directed to a P.O. Box address in Texas maintained and managed by PM AM, unless and until the City directs that such payments be directed to a lock box address established by the City. 10. PM AM system will track NSF or insufficient fund check occurrences and occurrences where customer stop payments have been ordered. 11. PM AM will provide system for billing the customer for the appropriate NSF or insufficient fund 56 check fee charges and charges for stop payment situations. 12. Notwithstanding the foregoing, the Services provided hereunder do not extend to any debt collection activities in the event the property owner does not pay the amount of the invoice submitted by PM AM. Any such debt collection activities shall be performed by an independent contractor selected either by (i) PM AM with the prior written consent of the City or its designee, or (ii) the City or its designee or agent upon written notice to PM AM. Processing: PM AM shall provide the services covered under this Agreement and Scope from its offices in Texas and make available hardware and software and services necessary to establish and provide the Alarm Program Administration and Collection Service. PM AM's Obligation: In addition to the above, PM AM shall: Maintain the proposed equipment, equipment installed, including the Supply the City with an from the City RMS. Defer to the City validity of any re 6<1** softw ocu me ili and support services for the 0 11 engi cihanges. the 1 e, loca ' n, and medium of transfer False an emnlc N iicurred here is question about the the Cif ing a specified alarm call. 4. When possible, re s 11 byeP%duced based entry of v arameters. Threshold fields shall allow a speci nge r der rieria� Pssible, ort searches, shall allow for multiple .� parameters. ��NN Training 1;Y_ 0 Iq *�: 1. PM AMAhtion ved min4fo y an o mployees. Training shall be conducted in several sessionnee ed bas' System Coord 1. P all coo ' e ith t Ci finance Department, Information Services, and the City Police D+aet de1 a sy ill allow walk-in payments under the Agreement. 2. PM AM shall ovide during t life of the Agreement on -going computer hardware, software support and maintenance to ensure uninterrupted operation. In the unlikely event of interruption, PM AM will make best efforts to restore service within seventy-two (72) hours. PM AM under this Agreement shall establish and provide public education, awareness, and information regarding the City's Alarm Management Program. City Licensing Fees The City acknowledges and agrees that PM AM shall be exempt from any applicable City license fees in performing its services hereunder. 57 Exhibit `B" Pricing and Receipt of Collections This is a revenue sharing contract. PM AM shall retain the percentages and amounts listed in the table below of all collections and remit the percentage balance and amounts listed in the table below to the City for the total of the actual revenues generated and collected for the City during the life of this Agreement including all adjustments for: a. Alarm permit and renewal fees; b. False alarms violation fee above a mandated limit; C. Reinstatement fees; d. Late fee for false alarms, permit fees and renewal fe e. Other charges imposed by the City in relation to i 's £ Alarm Program Management and Collection ,T s (except for criminal pena cs t PM AM CoiTor ion City f ° o The City and PM AM shall share t r nue ge roeroing and p as described above; provided that all bank charges an ng c in in cwith t �es rendered under this Agreement by PM AM shall b the pr m efore thsp ' S. The City shall pay P A a S pr ce 'pfee for fund ch ocessed by PM AM through the Program the "Proces r r c�' an invoic r M AM for such Processing Fee. g ( )p g PM AM reserves the right to Otate this pri ould t ange the fee schedule for the false alarm ordinance. The City acknowle that AM fi Ming th rogbn at no cost the City. Consequently, in the event the City terminat Agreemen 12 the Effective Date for any reason other than the failure of PM AV in rform its ices h n at has not been cured by PM AM within 30 days of receipt of w notice of th o, P 1 be entitled to receive, and the City shall pay to PM AM, the fees th '"rM wo v recei d der for a period of 12 months less the number of months, if any, that PM M wasp d fees lied prior to the termination of this Agreement (the "Guaranteed Period"). If this Agr s term d alter the Contract Implementation Date, the amount of the fees to be paid to PM AM shal e the averagApf the monthly fees retained by PM AM prior to termination of this Agreement multiplied y the number of months remaining in the Guaranteed Period. If this Agreement is terminated prior to the Contract Implementation Date, the amount of fees to be paid to PM AM shall be the amount of the fees projected by the parties to be retained by PM AM during the Guaranteed Period at the time this Agreement was executed. The amount of any fees payable to PM AM pursuant to the provisions of this paragraph shall be paid by the City upon termination this Agreement unless the parties agree to have such amount paid in equal monthly installments over an agreed period of time. The provisions of this paragraph shall survive the termination of this Agreement. In addition, in recognition of the fact that PM AM's Services under the Agreement and the expenses incurred by PM AM in performing such Services are incurred in advance of PM AM receiving a percentage of the fees collected under this Agreement and that the City shall have the benefit of such work as may have been completed up to the time of such termination, City agrees to continue to pay PM AM its percentage of fees collected for a period of 90 days after the termination of this Agreement on fees collected during such period that are attributable to amounts billed by PM AM to permit holders prior to the date of termination of this Agreement. This provision shall survive the termination of this Agreement. The share of the revenues payable to PM AM and the City in accordance with the provisions of this Exhibit B shall be determined and paid monthly within 15 days after the end of each calendar month during the Term hereof based upon the amount of collections during the immediately preceding calendar month, adjusted for any outstanding authorized reimbursements or expenses payable to PM AM in accordance with the terms of this Agreement. W `Ou�d the w°.i P� a PM AM 9rOUnd the dOO� Headquartered in Dallas, Texas, PM AM Corpor�ti.,-. is a leading Ir,`ormation Technology and Consulting company that delivers cutting-e(jp: technology solutions to enable its clients to do business better. Our experts are driven to deliver meaningtul technology solutions and winning business outcomes. At PM AM, we have deep ina a:try experience, technical excellence, and 360- degree view of business technology that l,;hn u-, to make our clients future -ready. Our flexible delivery and agile methodologies liave enabled us to devise and execute solutions ensuring our clients' success.