HP Vendor Response NP

Transcription

Response to Region 4 Education
Service Center for Managed Print
Solutions Request for Proposal
from Hewlett-Packard Company
HP is a proven leader in helping State and Local government and
Education agencies assess and optimize their imaging and printing
fleets to meet sustainability requirements and improved workflows,
resulting in increased end user productivity, better citizen service and
cost savings.
January 10, 2013
Solicitation Number 12-56
HP Response to Region 4 Education Service Center
January 10, 2013
Non Disclosure
Pursuant to the Tex. Gov't Code Sections 552.101, 552.104, and 552.110, the information marked as “HP
Confidential” in this proposal, is considered confidential, proprietary and trade secret, and is, therefore, exempt
from release and disclosure under the Texas Public Information Act, Tex. Gov't Code Ann. Sections 552.001552.353, which is also known as the "Texas Open Records Act.”
The information identified above is considered trade secret information in that it derives independent economic
value, actual or potential, from not being generally known to, and not being readily ascertainable by proper
means by, other persons who can obtain commercial economic value from its disclosure or use, and is the
subject of efforts that are reasonable under the circumstances to maintain its secrecy. Controlling access to
this information is key to reduce the potential use of an article of trade or a service having commercial value,
and which gives its user an opportunity to obtain a business advantage over competitors who do not know or
use it.
The information, which is designated as “HP Confidential,” is furnished in confidence with the understanding
that this information will not, without permission of HP, be used or disclosed for other than evaluation purposes,
unless required by law. The restriction does not limit Region 4 ESC’s and TCPN’s right to use or disclose this
information if obtained from another source without restriction.
If HP's proposal is submitted in both electronic and hard copy formats and the contents differ, only the hard
copy will constitute the valid HP proposal. If no hard copy is submitted and if the content differs between the
PDF version and any other electronic format, only the PDF version will constitute the valid HP proposal.
© Copyright 2013 Hewlett-Packard Development Company, L.P.
Page-2
January 10, 2013
Table of Contents
Tab 1 – Vendor Contract and Signature Form (App A) ....................................................... 4
Tab 2 – Questionnaire (App E) ......................................................................................... 22
Tab 3 – Company Profile (App F) ..................................................................................... 27
Tab 4 – Evaluation Criteria Questionnaire (App I)............................................................ 61
Tab 5 – Product / Services (App B) .................................................................................. 72
Tab 6 – References (App F) ............................................................................................. 97
Tab 7 – Pricing (App C) .................................................................................................. 101
Tab 8 – Value Add (App G) ............................................................................................ 109
Tab 9 – Required Documents (App H)............................................................................ 113
Appendix D ..................................................................................................................... 121
HP Appendix A—Supplemental Information ................................................................... 143
• Att 1 – HP Primary Office Locations
• Att 3 – HP QBR Sample 2012
• Att 4 – HP PageWide Technology White Paper
• Att 5 – Case Studies
• Att 6 – HP Value Add Discounts
• Att 8 – HP Region 4 ESC Exceptions Table
• Att 9 – HP Region 4 ESC Additional TC
• Att 10 – HP Region 4 ESC PMPS – MPSA Additional TC
• Att 11 – HP Region 4 ESC PMPS – Schedule Additional TC
Page-3
January 10, 2013
Tab 1 – Vendor Contract and Signature Form
(App A)
Please refer to the signed form on the following page.
Page-4
APPENDIX A
VENDOR CONTRACT AND SIGNATURE FORM
This Vendor Contract and Signature Form (“Contract”) is made as of
, by and
between
(“Vendor”) and Region 4
Education Service Center (“Region 4 ESC”) for the purchase of Managed Print Solutions (“the
products and services”).
RECITALS
WHEREAS, both parties agree and understand that the following pages will constitute the
contract between the successful vendor(s) and Region 4 ESC, having its principal place of
business at 7145 West Tidwell Road, Houston, TX 77092.
WHEREAS, Vendor agrees to include, in writing, any required exceptions or deviations from
these terms, conditions, and specifications; and it is further understood that, if agreed to by
Region 4 ESC, said exceptions or deviations will be incorporated into the final contract “Vendor
Contract.”
WHEREAS, this contract consists of the provisions set forth below, including provisions of all
addendums, attachments, or exhibits referenced herein. In the event of a conflict between the
provisions set forth below and those contained in any attachment, the provisions set forth below
shall control.
WHEREAS, the Vendor Contract will provide that any state, county, special district, local
government, school district, private K-12 school, technical or vocational school, higher education
institution (including community colleges, colleges and universities, both public and private),
other government agencies or non-profit organization may purchase products and services at
prices indicated in the Vendor Contract upon registering and becoming a member with TCPN;
and it being further understood that Region 4 ESC shall act as the Lead Public Agency with
respect to all such purchase agreements.
WHEREAS, TCPN has the administrative and legal capacity to administer purchases on behalf
of Region 4 ESC under the Vendor Contract with participating public agencies and entities, as
permitted by applicable law.
Response:
HP has read and respectfully requests the above modifications.
ARTICLE 1- GENERAL TERMS AND CONDITIONS
1.1 TCPN shall be afforded all of the rights, privileges and indemnifications afforded to
Region 4 ESC under the Vendor Contract, and such rights, privileges and
indemnifications shall accrue and apply with equal effect to TCPN, including, without
limitation, Vendors obligation to provide insurance and other indemnifications to Lead
Public Agency.
Response:
HP has read and acknowledges.
1.2 Awarded vendor shall perform all duties, responsibilities and obligations, set forth
in this agreement, and required under the Vendor Contract.
Response:
1.3 Region 4 ESC and TCPN shall perform its duties, responsibilities and obligations as
administrator of purchases, set forth in this agreement, and required under the Vendor
Contract.
Response:
1.4 Purchasing procedure:
•
Purchase orders are issued by participating governmental agencies to the awarded
vendor indicating on the PO “Per TCPN Contract.”
•
Vendor delivers goods/services directly to the participating agency.
•
Awarded vendor invoices the participating agency directly.
•
Awarded vendor receives payment directly from the participating agency.
•
Awarded vendor reports sales monthly to TCPN.
Response:
1.5 Customer Support: The vendor shall provide timely and accurate technical advice
and sales support to Region 4 ESC staff, TCPN staff and participating agencies. The
vendor shall respond to such requests within one (1) working day after receipt of the
request.
Response:
ARTICLE 2- ANTICIPATED TERM OF AGREEMENT
2.1 Unless otherwise stated, all contracts are for a period of three (3) years with an option to
renew annually for an additional two (2) years if agreed to by Region 4 ESC the
parties. Region 4 ESC will notify the vendor in writing if the contract is extended.
Awarded vendor shall honor all administrative fees for any sales made based on the
contact whether renewed or not.
Response:
2.2 Region 4 ESC shall review the contract prior to the renewal date and notify the current
awarded vendor, no less than ninety (90) days of Region 4 ESC’s intent renew the
contract. Upon receipt of notice, awarded vendor must notify Region 4 ESC if it elects not
to renew. Awarded vendor shall honor the administrative fee for any sales incurred
throughout the life of the contract on any sales made based on a Region 4 ESC
contract whether awarded a renewal or not. Region 4 ESC reserves the right to
exercise each two-year extension annually.
Response:
ARTICLE 3- REPRESENTATIONS AND COVENANTS
3.1. Scope: This contract is based on the need to provide the economic benefits of
volume purchasing and reduction in administrative costs through cooperative purchasing
to schools and other members. Although contractors may restrict sales to certain public
units (for example, state agencies or local government units), any contract that prohibits
sales from being made to public school districts may not be considered. Sales without
restriction to any Members are preferred.
Response:
3.2. Compliance: Cooperative Purchasing Agreements between TCPN and its Members
have been established under state procurement law.
Response:
3.3. Offeror’s Promise: Offeror agrees all prices, terms, warranties, and benefits granted by
Offeror to Members through this contract are comparable to or better than the
equivalent terms offered by Offeror to any present customer meeting the same
qualifications or requirements.
Response:
HP has read and respectfully requests removal of this provision.
ARTICLE 4- FORMATION OF CONTRACT
4.1. Offeror Contract Documents: Region 4 ESC will review proposed offeror contract
documents. Vendor’s contract document shall not become part of Region 4 ESC’s
contract with vendor unless and until an authorized representative of Region 4 ESC
reviews and approves it.
Response:
4.2. Form of Contract: The form of contract for this solicitation shall be the Request for
Proposal, the Vendor’s RFP response, the awarded proposal(s) and best and final
offer(s), and properly issued and reviewed purchase orders referencing the requirements
of the Request for Proposals. If a firm submitting an offer requires Region 4 ESC
and/or Member to sign an additional agreement, a copy of the proposed agreement must
be included with the proposal.
Response:
4.3. Entire Agreement (Parol evidence): The contract, as specified above, represents
the final written expression of agreement. All agreements are contained herein and no
other agreements or representations that materially alter it are acceptable.
Response:
4.4. Assignment of Contract: No assignment of contract may be made without the prior
written approval of Region 4 ESC the other party, which shall not be unreasonably
withheld. Purchase orders and payment can only be made to awarded vendor and
Affiliates, unless otherwise approved by Region 4 ESC. For the purposes of this
contract, Affiliate of a party means an entity controlling, controlled by, or under
common control with that party. Assignments of vendor software licenses are
subject to compliance with vendor's software license transfer policies. Awarded
vendor is required w i l l u s e c o m m e r c i a l l y r e a s o n a b l e e f f o r t s to notify
Region 4 ESC when any material change in operations is made that may adversely
affect members, (i.e. bankruptcy, change of ownership, merger, etc.).
Response:
4.5. Novation: If contractor sells or transfers all assets or the entire portion of the assets
used to perform this contract, a successor in interest must guarantee to perform all
obligations under this contract. Region 4 ESC reserves the right to accept or reject any
new party. A simple change of name agreement will not change the contractual
obligations of contractor.
Response:
4.6. Contract Alterations: No alterations to the terms of this contract shall be valid or binding
unless authorized and signed by a Region 4 ESC staff member.
Response:
4.7. Order of Precedence: In the event of a conflict in the provisions of the contract as
accepted by
Region 4 ESC, the following order of precedence shall prevail:
•
•
•
•
•
•
Supplemental Agreements, Schedules, and Statements of Work
Special terms and conditions
General terms and conditions
Specifications and scope of work
Attachments and exhibits
Documents referenced or included in the solicitation
Response:
4.8 Supplemental Agreements: The entity participating in the Region 4 ESC contract and
awarded vendor may enter into a separate supplemental agreement to further define the
level of service requirements over and above the minimum defined in this contract i.e.
invoice requirements, ordering requirements, specialized delivery, etc. Any
supplemental agreement developed as a result of this contract is exclusively between
the participating entity and awarded vendor. Neither Region 4 ESC, TCPN, its agents,
members and employees shall be made party to any claim for breach of such agreement.
Response:
ARTICLE 5- TERMINATION OF CONTRACT
5.1. Cancellation for Non-Performance or Contractor Deficiency: Region 4 ESC may
terminate any contract if Members have not used the contract, or if purchase volume is
determined to be low volume in any 12-month period. Region 4 ESC reserves the right to
cancel the whole or any part of this contract due to failure by contractor to carry out any
obligation, term or condition of the contract.
Region 4 ESC may issue a written
deficiency notice to contractor for acting or failing to act in any of the following:
i.
Providing material that does not substantially meet the agreed upon
specifications of the contract;
ii.
Providing work and/or material that was not awarded under the contract;
iii.
Failing to adequately perform the services set forth in the scope of
work and specifications, as determined by the parties;
iv.
Failing to complete required work or furnish required materials within a
reasonable amount of time, as determined by the parties;
v.
Failing to make progress in performance of the contract and/or giving Region
4 ESC reason to believe that contractor will not or cannot perform the
requirements of the contract; and/or
vi.
Performing work or providing services under the contract prior to receiving a
written approval from Region 4 ESC or Participating Entity to begin reviewed
purchase order for such work.
Upon receipt of a written deficiency notice, contractor shall have a reasonable period
of time ten (10) days to provide a satisfactory response to Region 4 ESC. Failure to
adequately address all issues of concern may result in contract cancellation. Upon
cancellation under this paragraph, all goods, materials, work, documents, data and
reports prepared by contractor under the contract shall become the property of the
Member on demand.
Response:
5.2
Termination for Cause: If, for any reason, either party the Vendor fails to fulfill its
obligations in a timely manner, or if the vendor violates any of the covenants,
agreements, or stipulations of this contract, Region 4 ESC the non-breaching party
reserves the right to terminate the contract immediately after failing to remedy the
breach within a reasonable period of time after being notified in writing of the
details, and pursue all other applicable remedies afforded by law. Such termination
shall be effective by delivery of notice, to the vendor to the breaching party, specifying
the effective date of termination. If either party becomes insolvent, unable to pay
debts when due, files for or is subject to bankruptcy or receivership or asset
assignment, the other party may terminate this contract and cancel any unfulfilled
obligations. In such event, all documents, data, studies, surveys, drawings, maps,
models and reports prepared by vendor for this solicitation may become the property of
the participating agency or entity. If such event does occur then vendor will be entitled
to receive just and equitable compensation for the satisfactory work completed up to the
effective date of termination on such documents.
Response:
5.3
Delivery/Service Failures: Failure to deliver goods or services within the time
specified, or within a reasonable time period as interpreted by the purchasing agent or
failure to make replacements or corrections of rejected articles/services when so
requested shall constitute grounds for cancellation of the order the contract to be
terminated. In the event that the participating agency or entity must purchase in an open
market, contractor agrees to reimburse the participating agency or entity, within a
reasonable time period, for all expenses incurred.
Response:
5.4 Force Majeure: With the exception of a party’s payment obligations, If if by reason
of Force Majeure, either party hereto shall be rendered unable wholly or in part to
carry out its obligations under this Agreement then such party shall give notice and
full particulars of Force Majeure in writing to the other party within a reasonable time
after occurrence of the event or cause relied upon, and the obligation of the party giving
such notice, so far as it is affected by such Force Majeure, shall be suspended during
the continuance of the inability then claimed, except as hereinafter provided, but for no
longer period, and such party shall endeavor to remove or overcome such inability with
all reasonable dispatch.
The term Force Majeure as employed herein, shall mean acts of God, strikes, lockouts,
or other industrial disturbances, act of public enemy, orders of any kind of
government of the United States or the State of Texas or any civil or military authority;
insurrections; riots; epidemics; landslides; lighting; earthquake; fires; hurricanes; storms;
floods; washouts; droughts; arrests; restraint of government and people; civil
disturbances; explosions, breakage or accidents to machinery, pipelines or canals, or
other causes not reasonably within the control of the party claiming such inability. It is
understood and agreed that the settlement of strikes and lockouts shall be entirely
within the discretion of the party having the difficulty, and that the above requirement
that any Force Majeure shall be remedied with all reasonable dispatch shall not require
the settlement of strikes and lockouts by acceding to the demands of the opposing
party or parties when such settlement is unfavorable in the judgment of the party having
the difficulty.
Response:
5.5 Standard Cancellation: Either party may cancel this contract in whole or in part by
providing written notice. The cancellation will take effect 30 business days after the
other party receives the notice of cancellation. After the 30th business day all work will
cease following completion of final purchase order. Vendor may be requested to
provide additional items not already on contract at any time.
Response:
5.6 Effect of Termination: The termination of this contract will not affect payments
due or fulfillment and payment of orders accepted prior to termination.
Termination of this contract may not result in termination of any existing
Statements of Work or Schedules hereunder unless the parties agree in writing to
terminate such Statements of Work or Schedules. This contract will be deemed in
full force and effect for any existing Statements of Work or Schedules that may
continue. Upon termination of this contract, You will pay vendor for all Services
performed, and all charges and expenses due vendor under this contract and as
provided in a Statements of Work or Schedule, including any applicable
termination fees.
ARTICLE 6LICENSES
6.1 Duty to keep current license: Vendor shall maintain in current status all federal and
state and local licenses, bonds and permits required for the operation of the business
conducted by vendor. Vendor shall remain fully informed of and in compliance with all
ordinances and regulations pertaining to the lawful provision of services under the
contract. Region 4 ESC reserves the right to stop work and/or cancel the contract of any
vendor whose license(s) expire, lapse, are suspended or terminated.
Response:
6.2
Survival Clause: Unless agreed to differently by the parties, All applicable
software license agreements, warranties or service agreements that were entered into
between Vendor and Customer under the terms and conditions of the Contract shall
survive the expiration or termination of the Contract. All Purchase Orders issued and
accepted by Order Fulfiller shall survive expiration or termination of the Contract.
Response:
ARTICLE 7- DELIVERY PROVISIONS
7.2 Delivery: Vendor shall deliver said materials purchased on this contract to the Member
issuing a Purchase Order. Conforming product shall be shipped within 7 days of
receipt of Purchase Order. If delivery is not or cannot be made within this time period the
vendor must receive authorization from the purchasing agency for the delayed delivery.
At this point the participating entity may cancel the order if estimated shipping time is not
acceptable. Vendor will use all commercially reasonable efforts to deliver materials
in a timely manner. Vendor may elect to deliver software and related
product/license information by electronic transmission or via download. If vendor
is unable to meet Member's delivery requirements, Member may cancel that order,
and such cancellation is Member's sole remedy.
Response:
7.1 Inspection & Acceptance: If defective or incorrect material is delivered, purchasing
agency may make the determination to return the material to the vendor at no cost to the
purchasing agency. The vendor agrees to pay all shipping costs for the return shipment.
Vendor shall be responsible for arranging the return of the defective or incorrect material.
Response:
HP has read and respectfully requests removal of this provision. All applicable warranty terms
and conditions can be found in the HP provided Additional Terms and Conditions located in
Attachments 10 through 12.
ARTICLE 8- BILLING AND REPORTING
8.1 Payments: The entity using the contract will make payments directly to the awarded
vendor or Affiliate. Payment shall be made after satisfactory performance, in accordance
with all provisions thereof, and upon receipt of a properly completed invoice.
Response:
8.2
Invoices: The awarded vendor shall submit invoices to the participating entity clearly
stating “Per TCPN Contract” or similar designation. The shipment tracking number or
pertinent information for verification shall be made available upon request.
Response:
8.3 Tax Exempt Status: Since this is a national contract, knowing the tax laws in each state
is the sole responsibility of the vendor.
Response:
8.4 Reporting: The awarded vendor shall electronically provide TCPN with a detailed monthly
report showing the dollar volume of all sales under the contract for the previous month.
Reports shall be sent via e-mail to TCPN offices at [email protected]. Reports are
due on the fifteenth (15th) day after the close of the previous month. It is the
responsibility of the awarded vendor to collect and compile all sales under the contract
from participating Members and submit one (1) report. The report shall include at least
the following information as listed in the example below:
Vendor Name
TCPN Report
Month of
Entity Name
Zip
Code
State
PO or Job#
Sale
Amount
Total
Response:
ARTICLE 9PRICING
9.1 Best price guarantee: The awarded vendor agrees to provide pricing to Region 4 ESC
and its participating entities that are the lowest pricing available and the pricing shall
remain so throughout the duration of the contract. The awarded vendor agrees to
lower the cost of any product purchased through TCPN following a reduction in the
manufacturer or publisher's direct cost.
Response:
HP has read and respectfully requests removal of this provision.
9.2 Price increase: Should it become necessary or proper during the term of this contract
to make any change in design or any alterations that will increase expense Region
4 ESC must be notified immediately. Price increases must be approved by Region 4
ESC and no payment for additional materials or services, beyond the amount stipulated in
the contract, shall be paid without prior approval. All price increases must be supported
by manufacture documentation, or a formal cost justification letter.
Awarded vendor must honor previous prices for thirty (30) days after approval and
written notification from vendor Region 4 ESC if requested.
It is the awarded vendor’s responsibility to keep all pricing up to date and on file with
Region 4 ESC. All price changes must be provided to Region 4 ESC, using the
same format as was accepted in the original contract.
Response:
9.3 Additional Charges: All deliveries shall be freight prepaid, F.O.B. destination and
shall be included in all pricing offered unless otherwise clearly stated in writing.
Response:
9.4 Price reduction and adjustment: Price reduction may be offered at any time during
contract and shall become effective upon notice of acceptance from Region 4 ESC.
Special, time-limited reductions are permissible under the following conditions: 1)
reduction is available to all Members equally; 2) reduction is for a specific time
period, normally not less than thirty (30) days; a n d 3) original price is not exceeded
after the time-limit; and 4) Region 4 ESC has approved the new prices prior to any offer
of the prices to a Member. Vendor shall offer Region 4 ESC any published price reduction
during the contract period.
Response:
9.5 Prevailing Wage: It shall be the responsibility of the Vendor agrees to comply, when
applicable, with the prevailing wage legislation in effect in the jurisdiction of the purchaser
(Region 4 ESC or its Members). It shall further be the responsibility of the Vendor to use
commercially reasonable efforts to monitor the applicable prevailing wage rates as
established by the appropriate department of labor for any increase in rates during the
term of this contract and adjust wage rates accordingly.
Response:
9.6 Administrative Fees: All pricing submitted to Region 4 ESC shall include the
administrative fee to be remitted to TCPN by the awarded vendor.
The awarded vendor agrees to pay administrative fees to TCPN as calculated as
follows: (Sales will be calculated for fiscal year of January 1st through December 31st
and reset each year)
Annual Sales Through Contract
Administrative Fee
2
%
0 - $50,000,000
$50,000,001 - $100,000,000
1
$100,000,001 - $150,000,000
1
$150,000,001 - $200,000,000
1
$200,000,001 - $500,000,000
1
%
$500,000,001 - $1,000,000,000
0
$1,000,000,000+
0
Response:
ARTICLE 10- PRICING AUDIT
10.1 Audit rights: Vendor shall, at Vendor’s sole expense, maintain appropriate due
diligence of all purchases made by Region 4 ESC and any entity that utilizes this
Agreement. At Region 4 ESC/TCPN’s sole expense and once every twelve (12)
months per year during the terms of this contract, and provided ten (10)
business day written notice, TCPN and Region 4 ESC each reserve the right to audit
the accounting files or records pertaining to this contract specific to any charges
paid or payable for a period of three (3) years from the time such purchases are
made for the purposes of determining if such charges are accurate. This audit
right shall survive termination of this Agreement for a period of one (1) year from
the effective date of termination. In the State of New Jersey, this audit right shall
survive termination of this Agreement for a period of five (5) years from the date of
final payment. Such records shall be made available to the New Jersey Office of
the State Comptroller upon request. Region 4 ESC shall have the authority to
conduct random audits of Vendor’s pricing that is offered to eligible entities at
Region 4 ESC's sole cost and expense. Notwithstanding the foregoing, in the event
that Region 4 ESC is made aware of any pricing being offered to eligible agencies
that is materially inconsistent with the pricing under this agreement, Region 4 ESC
shall have the ability to conduct an extensive audit of Vendor’s pricing at Vendor’s sole
cost and expense. Region 4 ESC may conduct the audit internally or may engage a
third-party auditing firm. If Region 4 ESC/TCPN wishes to select a third party
auditor to perform such audit, such auditor shall sign a confidentiality agreement
reasonably agreeable to vendor prior to commencement of the audit, and the
result of the audit shall be subject to such confidentiality agreement. In the event
of an audit, the requested materials shall be provided in the format and at the location
designated by Region 4 ESC or TCPN. These files and records shall not include
any personnel related information, product or labor cost data, or proprietary data
relating to vendor`s products or services. Audits shall be performed at Region 4
ESC/TCPN’s cost during normal business hours in a manner to minimize
disruption to vendor’s business, and Region 4 ESC/TCPN shall promptly provide
vendor with a copy of the results of the audit. If the audit reveals that vendor has
overcharged eligible agencies, Region 4 ESC/TCPN shall notify vendor in writing
regarding the amount of such overcharge and details regarding such
overcharge. Vendor reserves the right to reasonably review the results of the
audit and discuss any results within thirty (30) business days after receipt of
notice of the overcharge.
Response:
ARTICLE 11- OFFEROR PRODUCT LINE REQUIREMENTS
11.1
Current products: Proposals shall be for materials and equipment in current
production and marketed to the general public and education/government agencies at
the time of vendor’s acceptance of an order the proposal is submitted.
Response:
11.2 Discontinued products: If a product or model is discontinued by the manufacturer,
vendor may substitute a new product or model if the replacement product
meets or exceeds the specifications and performance of the discontinued model
and if the discount is the same or greater than the discontinued model.
Response:
11.3 New products/Services: New products and/or services that meet the scope of work
may be added to the contract. Pricing shall be equivalent to the percentage discount for
other products. Vendor may replace or add product lines to an existing contract if the
line is replacing or supplementing products on contract, is equal or superior to the
original products offered, is discounted in a similar or to a greater degree, and if the
products meet the requirements of the solicitation. No products and/or services may be
added to avoid competitive procurement requirements. Region 4 ESC may require
additions to be submitted with documentation from Members demonstrating an interest
in, or a potential requirement for, the new product or service. Region 4 ESC may reject
any additions without cause.
Response:
11.4
Options: Optional equipment for products under contract may be added to the
contract at the time they become available under the following conditions: 1) the option
is priced at a discount similar to other options; 2) the option is an enhancement to the
unit that improves performance or reliability.
Response:
11.5
Product line: Offerors with a published catalog may submit the entire catalog.
Region 4 ESC reserves the right to select products within the catalog for award without
having to award all contents. Region 4 ESC may reject any addition of equipment
options without cause.
Response:
11.6
Warranty conditions: All supplies, equipment and services shall include
manufacturer's minimum standard warranty and one (1) year labor warranty unless
otherwise agreed to in writing.
Response:
ARTICLE 12- SITE REQUIREMENTS
12.1 Cleanup: Vendor shall clean up and remove all debris and rubbish resulting from their
work as required or directed by Member. Upon completion of the work, the premises
shall be left in good repair and an orderly, neat, clean and unobstructed condition.
Response:
12.2 Preparation: Vendor shall not begin a project for which Member has not prepared
the site, unless vendor does the preparation work at no cost, or until Member
includes the cost of site preparation in a purchase order. Site preparation includes, but
is not limited to: moving furniture, installing wiring for networks or power, and similar preinstallation requirements.
Response:
12.3 Registered sex offender restrictions: For work to be performed at schools, vendor
agrees that no employee or employee of a subcontractor who has been adjudicated to
be a registered sex offender will perform work at any time when students are or are
reasonably expected to be present. Vendor agrees that a violation of this condition
shall be considered a material breach and may result in the cancellation of the
purchase order at the Member’s discretion. Vendor must identify any additional costs
associated with compliance of this term. If no costs are specified, compliance with this
term will be provided at no additional charge.
Response:
HP has read and acknowledges. Please see HP’s response to the background check
requirements in “DOC #4: Contractor Certification Requirements – Fingerprint and Background
Checks” for additional information.
12.4 Safety measures: M e m b e r a n d Vendor shall take all commercially reasonable
precautions for the safety of employees on the worksite, and shall erect and properly
maintain all necessary applicable safeguards for protection of workers and the public.
M e m b e r a n d Vendor shall post warning signs against all hazards created by its
operation and work in progress. Proper precautions shall be taken pursuant to state
law and standard practices to protect workers, general public and existing structures
from injury or damage.
Response:
12.5 Smoking: Persons working under the contract shall adhere to local smoking policies.
Smoking will only be permitted in posted areas or off premises.
Response:
12.6
Stored materials: Upon prior written agreement between the vendor and Member,
payment may be made for materials not incorporated in the work but delivered and
suitably stored at the site or some other location, for installation at a later date. An
inventory of the stored materials must be provided to Member prior to payment. Such
materials must be stored and protected in a secure location, and be insured for their
full value by the vendor against loss and damage. Vendor agrees to provide proof
of coverage and/or addition of Member as an additional insured upon Member’s
request. Additionally, if stored offsite, the materials must also be clearly identified as
property of buying Member and be separated from other materials. Member must be
allowed reasonable opportunity to inspect and take inventory of stored materials, on or
offsite, as necessary.
Until final acceptance by the Member, it shall be the Vendor's responsibility to
protect all materials and equipment. The Vendor warrants and guarantees that title for
all work, materials and equipment shall pass to the Member upon final acceptance.
Response:
HP has read and respectfully requests the above modifications. Terms and conditions
ARTICLE 13- MISCELLANEOUS
13.1 Funding Out Clause: Any/all contracts exceeding one (1) year shall include a standard
“funding out” clause. A contract for the acquisition, including lease, of real or personal
property is a commitment of the entity’s current revenue only, provided the contract
contains either or both of the following provisions:
“Retains to the entity the continuing right to terminate the contract at the expiration
of each budget period during the term of the contract and is conditioned on a best
efforts attempt by the entity to obtain appropriate funds for payment of the contract.”
Response:
HP has read and clarifies that a “funding out” clause shall provide a advance written notice of
any cancellation or termination of a contract for lack of funding, and it shall clearly state that any
termination of a contract, Statement of Work, or Schedule shall not affect payments due or
fulfillment and payment for services performed, products delivered, and product orders accepted
prior to termination.
13.2 Disclosures: Offeror affirms that he/she has not given, offered to give, nor intends to
give at any time hereafter any economic opportunity, future employment, gift, loan,
gratuity, special discount, trip, favor or service to a public servant in connection with this
contract.
Include a complete description of any and all relationships that might be considered a
conflict of interest in doing business with participants in TCPN.
The Offeror affirms that, to the best of his/her knowledge, the offer has been arrived at
independently, and is submitted without collusion with anyone to obtain information or
gain any favoritism that would in any way limit competition or give an unfair advantage
over other vendors in the award of this contract.
Response:
13.3 Indemnity: The awarded vendor shall protect, indemnify, and hold harmless defend
and settle any third party claims against both Region 4 ESC and TCPN and its
participants, administrators, employees and agents for tangible property damage,
bodily injury and death caused solely by the vendor`s gross negligence or
willful misconduct, provided that Region 4 ESC/TCPN promptly notifies vendor
of such claims, cooperates with vendor in the defense of the claims, and
grants vendor sole defense of such claims. against all claims, damages, losses
and expenses arising out of or resulting from the actions of the vendor, vendor
employees or vendor subcontractors in the preparation of the solicitation and the later
execution of the contract, including any supplemental agreements with members. In
connection with such claims, the vendor will pay all defense costs, settlement
amounts, court awarded damages (including court costs and reasonable
attorneys fees), and third party costs incurred by Region 4 ESC/TCPN at the
request of vendor in connection with the defense of the claim. Each party will
have a duty to mitigate damages for which the other party is responsible. Any
litigation involving either Region 4 ESC or TCPN, its administrators and employees and
agents will be in Harris County, Texas. Any litigation involving TCPN members shall be
in the jurisdiction of the participating agency.
Response:
13.4
Franchise Tax: The Offeror hereby certifies
delinquent in the payment of any franchise taxes.
Response:
that
he/she
is
not
currently
13.5 Marketing: Awarded vendor agrees to allow Region 4 ESC to use their name and
logo within website, marketing materials and advertisement. Any use of Region 4
ESC name and logo or any form of publicity, inclusive of press releases, regarding this
contract by awarded vendor must have prior approval from Region 4 ESC.
Response:
For the term of this Agreement only, Region 4 ESC may display the HP’s marks only as shown
in Att 2 on CD (the “Marks”) solely to accurately identify its participation in this Agreement and
in connection with its performance under this Agreement provided that Region 4 ESC agrees to
(i) use the Marks only in the form and manner approved by HP, (ii) submit to HP for its prior
written approval all marketing materials specific to this Agreement containing HP’s Marks; and
(iii) include all proprietary notices that HP specifies be used with its Marks. Any display of the
Marks will inure solely to HP’s intellectual property rights in the Marks. Region 4 ESC agrees to
adhere to HP’s logo or trademark guidelines (“Trademark Guidelines”) for displaying the Marks,
as may be amended from time to time. If reasonably requested by HP, Region 4 ESC will
expeditiously implement changes in the manner in which it uses the Marks to comply with the
Trademark Guidelines of HP. Region 4 ESC agrees not to display HP’s Marks in a manner that
is not accurate or in a manner that is likely to confuse or mislead as to the relationship between
the parties. Region 4 ESC may not use HP’s Marks together with their own trademarks to
create a composite mark. Region 4 ESC will not use HP’s Marks in a manner that compromises
or reflects unfavorably upon the goodwill, good name, reputation or image of HP, or which might
jeopardize or limit HP’s proprietary interest in its Marks. Failure to comply with the requirements
of this Section will be considered a material breach under this Agreement. Upon the termination
of the Agreement, Region 4 ESC will promptly cease all use of HP’s Marks.
13.6
Certificates of Insurance: Upon request, Certificates of insurance shall be
delivered to the Region 4 ESC participant prior to commencement of work. The
insurance company shall be licensed in the applicable state in which work is being
conducted. The awarded vendor shall give the participating entity a minimum of ten
(10) days notice prior to any modifications or cancellation of policies. The awarded
vendor shall require all subcontractors performing any work to maintain coverage as
specified.
Response:
13.7 Legal Obligations: It is the Offeror’s responsibility to be aware of and comply with
all applicable local, state, and federal laws governing the sale of products/services
identified in this RFP and any awarded contract and shall comply with all while
fulfilling the RFP. Applicable laws and regulation must be followed even if not
specifically identified herein.
Response:
13.8
Open Records Policy: Because Region 4 ESC contracts are awarded by a
governmental entity, responses submitted are subject to release as public information
after contracts are executed. If a vendor believes that its response, or parts of its
response, may be exempted from disclosure, the vendor must specify page-by-page
and line-by-line the parts of the response, which it believes, are exempt. In addition, the
Offeror must specify which exception(s) are applicable and provide detailed reasons to
substantiate the exception(s). Any information that is unmarked will be considered
public information and released, if requested under the Public Information Act.
The determination of whether information is confidential and not subject to disclosure is
the duty of the Office of Attorney General (OAG). Region 4 ESC must provide the OAG
sufficient information to render an opinion and therefore, vague and general claims to
confidentiality by the Offeror are not acceptable. Region 4 ESC must comply with the
opinions of the OAG. Region 4 ESC assumes no responsibility for asserting legal
arguments on behalf of any vendor. Offeror are advised to consult with their legal
counsel concerning disclosure issues resulting from this
procurement process and to take precautions to safeguard trade secrets and other
proprietary information.
After completion of award, these documents will be available for public inspection.
Response:
[Remainder of Page Intentionally Left Blank- Signatures follow on Signature Form]
January 10, 2013
Tab 2 – Questionnaire (App E)
Response:
Please refer to the completed Vendor Questionnaire that follows.
Page-22
QUESTIONNAIRE
Please provide responses to the following questions that address your company’s operations,
organization, structure and processes for providing products and services.
1. States Covered
Offeror must indicate any and all states where products and services can be offered.
Please indicate the price co-efficient for each state if it varies.
X 50 States & District of Columbia (Selecting this box is equal to checking all boxes below)
Alabama
Montana
Alaska
Nebraska
Arizona
Nevada
Arkansas
New Hampshire
California
New Jersey
U.S.
Colorado
New Mexico
Connecticut
New York
Delaware
North Carolina
District of Columbia
North Dakota
Florida
Ohio
Georgia
Oklahoma
Hawaii
Oregon
Idaho
Pennsylvania
Illinois
Rhode Island
Indiana
South Carolina
Iowa
South Dakota
Kansas
Tennessee
Kentucky
Texas
Louisiana
Utah
Maine
Vermont
Maryland
Virginia
Massachusetts
Washington
Michigan
West Virginia
Minnesota
Wisconsin
Mississippi
Wyoming
Missouri
Territories & Outlying Areas (Selecting this box is equal to checking all boxes below)
American Samoa
Federated States of Micronesia
Guam
Midway Islands
All
Northern Marina Islands
Puerto Rico
U.S. Virgin Islands
2. Minority and Women Business Enterprise (MWBE) and (HUB) Participation
It is the policy of some entities participating in TCPN to involve minority and women business
enterprises (MWBE) and historically utilized businesses (HUB) in the purchase of goods and
services. Respondents shall indicate below whether or not they are an M/WBE or HUB certified.
a. Minority/Women Business Enterprise
Respondent certifies that this firm is an M/WBE
Yes
X No
b. Historically Underutilized Businesses
Respondent certifies that this firm is a HUB
Yes
X No
3. Residency
Responding Company’s principal place of business is in the city of Palo Alto
State of CA.
4. Felony Conviction Notice
Please check applicable box:
X
A publicly held corporation; therefore, this reporting requirement is not applicable.
Is not owned or operated by anyone who has been convicted of a felony.
Is owned or operated by the following individual(s) who has/have been convicted
of a felony.
*If the 3rd box is checked a detailed explanation of the names and convictions must be attached.
5. Processing Information
Company contact for:
Contract Management
Contact Person: Joe Perugini
Title: Contract Program Manager
Company: Hewlett-Packard Company
Address: 355 Ledgelawn Drive / Attn: ACO
City: Conway
State:
Phone: 936-689-0598
AR
Zip: 72034
Fax: 832-442-5941
Email: [email protected]
Billing & Reporting/Accounts Payable
Contact Person: June Eskridge
Title: Contract Administrator
Address: 355 Ledgelawn Drive / Attn: ACO / June Eskridge
City:
Conway
State:
Phone: 501-339-2197
AR
Zip: 72034
Fax: 832-442-5941
Marketing
Contact Person: Cheryl O’Bannon
Title: Account Manager
Address: 4001 Stonebridge Circle
City:
State: OK
Phone: 405-826-2652
Zip: 73099
Fax:
6. Distribution Channel: Which best describes your company’s position in the distribution
channel:
Manufacturer direct
Certified education/government reseller
Authorized distributor
Manufacturer marketing through reseller
Value-added reseller
Authorized Distributor
X Other Manufacturer Direct, Value-added Reseller,
7. Pricing Information
•
In addition to the current typical unit pricing furnished herein, the Vendor agrees to offer
all future product introductions at prices that are proportionate to Contract Pricing.
X Yes
No
(If answer is no, attach a statement detailing how pricing for participants would be calculated.)
•
•
Pricing submitted includes the required administrative fee.
X Yes
(Fee calculated based on invoice price to customer)
X
Additional discounts for purchase of a guaranteed quantity? Note 1
Yes
No
No
8. Cooperatives
List any other cooperative or state contracts currently held or in the process of securing
Cooperative/State Agency
Discount
Offered
Note 2
Expires
Note 2
Annual Sales
Volume
Note 2
General Services Administration (GSA)
Note 2
Note 2
Note 2
Western States Contract Alliance (WSCA)
Note 2
Note 2
Note 2
Educational and Institutional Cooperative Purchasing (E&I)
NOTE 1: Region 4 ESC/TCPN members should contact their assigned HP Account Manager to request
special pricing for volume purchases. HP can assist the individual members to confirm final product
specifications, deployment schedules and purchase quantities. Once details for the volume purchase are
confirmed, HP will consider additional special fixed pricing for the specific opportunity.
NOTE 2: In most cases, HP has at least one HP-held contract available to Public Sector customers in
each State. In addition, HP also has a successful history in working with nationwide cooperatives (a few
examples are listed above). HP has had a long standing relationship with the three cooperatives listed
above that has spanned several years and multiple contract agreements. Due to
confidentiality/compliance considerations, HP does not share specific customer contract details.
January 10, 2013
Tab 3 – Company Profile (App F)
Please provide the following:
2. Company’s official registered name.
Response:
Hewlett-Packard Company
3. Brief history of your company, including the year it was established.
Response:
Hewlett-Packard Company was founded in 1939. The company was first incorporated in
California in 1947 and then reincorporated in Delaware in 1998. HP is not a subsidiary of
any other company. However, it does maintain business alliances and affiliations with
many other global IT companies including Microsoft, Intel, and Novell.
HP is a publicly held company, listed as HPQ on the New York Stock Exchange. For
additional information on HP’s legal and financial structure,
see http://www.hp.com/hpinfo/index.html?mtxs=corp&mtxb=3&mtxl=1.
4. Company’s Dun & Bradstreet (D&B) number.
Response:
00-912-2532
5. Corporate office location.
Response:
3000 Hanover Street
Palo Alto, CA 94304-1185 USA
6. List the total number of sales persons employed by your organization within the United
States, broken down by market
Response:
HP is in the information technology market and has more than 320,000 employees
worldwide, including our subsidiary employees. Within the Americas (North America, South
America and Canada) we employee 10,300 sales staff with another 4500 in support of
sales operations.
7. List the number and location of offices, or service centers for all states being bid in
solicitation. Additionally, list the names of key contacts at each location with title,
address, phone and e-mail address.
Response:
HP is a large corporation with many office locations throughout the United States (and
Worldwide). Please see Item 7 – HP Primary Office Locations attachment in HP Appendix
A for a listing of the primary office locations within the U.S. It should be noted that HP’s
sales force supporting Public Sector Customers is a mix of Inside and Outside Sales with
supporting specialists that can be leveraged on an opportunity basis depending on the
products and/or services involved. HP Outside Account Managers are home-office based
at locations throughout the U.S. to provide the best local sales coverage for HP U.S. Public
Page-27
January 10, 2013
Sector customers. Inside Sales Support for HP U.S. Public Sector customers are located
at two locations (Please see below).
Rio Rancho, New Mexico Sales Center - Printing and Personal Systems Group (PPSG)
2351 HP Way NE
Rio Rancho, NM 87144
888.202.4682 – State and Local Government Customers
800.888.3224 – Education Customers
Conway, Arkansas Sales Center - Enterprise Group (EG)
355 Ledgelawn Drive
Conway, AR 72034
888.202.4682 – State and Local Government Customers
800.888.3224 – Education Customers
A list of key sales contacts by State can be found below:
AK, CA, ID, OR, NV, WA
Tara Sachs
Inside Sales Representative
Phone 888.283.5849
Email [email protected]
AR, AZ, LA, MS, NM, OK, TX
Joshua Archuleta
Phone 866.316.9778
AL, FL, GA, NC, SC, TN
Don Lea
Phone 800.888.3224 ext. 7713600
DE, DC IN, KY, MD, MI, OH, VA, WV
Jamila Mamuya
Phone 800.888.8430
CT, MA, ME, NH, NJ, NY, PA, RI, VT
Eddie Bush
Phone 800.277.8988 ext. 7725766
CO, IA, IL, KS, MO, MN, MT, ND, NE, SD, WI, WY, UT
Maribel Orozco
Phone 281.257.7820 ext 7715682
Page-28
January 10, 2013
Partner Managed Print Services
HP will provide exceptional, on-site service for Region 4 ESC/TCPN’s members through
our Partner Managed Print Services (P-MPS) group which is headquartered in Salt Lake
City, Utah. Key contacts at these locations are as follows:
Kelly Larsen
Director of Sales
2580 S. Decker Lake Blvd - Suite 200
Salt Lake City, UT 84119
Phone: 801.924.6109
E-mail: [email protected]
Mike Farmer
Service Operations Manager, U.S
2580 S. Decker Lake Blvd - Suite 200
Salt Lake City, UT 84119
Phone: 801.924.6181
E-mail: [email protected]
Our Utah office serves as a communication hub with our National Technical Support team
located throughout the United States. HP has technicians and vans located in all major
metropolitan areas, allowing us to provide white-glove service in 2-4 hour response times.
In the secondary markets, HP utilizes our extensive partner service network to deliver highquality response times and exceptional customer service.
The key strength of P-MPS is our robust partner network. HP has partners located in
every state in the U.S. Region 4 ESC/TCPN’s members will be able to leverage their local
partner of choice, if they choose, to provide local expertise and preferences in purchasing
hardware. HP P-MPS will work with our partners as we provide the service execution to
provide a consolidated level of account support.
HP Reseller Agents are local specialists who can provide agencies with expert advice,
guidance to customize solutions for specific technology needs, pre and post sales support,
and customer service support. Agents work closely with the HP team members to ensure
each customer received the highest quality of customer satisfaction. HP Resellers may be
used to handle customized service offerings, which can include and is not limited to
installation, image loads, asset tags and additional deployment services. The servicing
subcontractor works closely with the HP team members.
HP Authorized Service Providers (ASP) provides agencies with expert warranty repairs by
highly trained service engineers that are fully accountable and have direct access to HP
spare parts and technical information.
Page-29
January 10, 2013
8. Please provide contact information for the person(s) who will be responsible for the
following areas, including resumes:
a.
b.
c.
d.
e.
Sales
Sales Support
Marketing
Financial Reporting
Executive Support
Response:
a. Sales
Cheryl O’Bannon
Public Sector Account Manager
Phone: 405.826.2652
Bio/Resume
Cheryl O’Bannon has been with Hewlett-Packard for 10 years working with Public Sector
organizations; prior to that she was with Xerox for 15 years also working with the Public
Sector. She has served in roles as Sales Account Manager, Sales Management, and
Managed Print Services roles. She 25 years cumulate experience working with Public
Sectors Clients in the area of print and print management. Cheryl graduated from
Southern Nazarene University with a bachelors’ degree in Management and graduated
from Oklahoma City University with a M.B.A. in Business Finance.
b. Sales Support
Michelle Patrick
Inside Sales Manager
Phone: 719.209.8934
Bio/Resume
Michelle Patrick has been with HP for 5 ½ years, and has worked in the Information
Technology industry for 15 years. She brings a wealth of knowledge around I.T.,
Marketing, Customer Engagement, and go-to-market strategies for our
customers. Currently Michelle manages the Inside Sales Organization for the South
Central part of the U.S. Our inside sales organization resides in Rio Rancho New Mexico
and supports our Field Sales Organization and Customers.
Dave Chappell
Sales Manager, P-MPS
Phone: 630.770.7463
Bio/Resume
Dave Chappell has been with Hewlett-Packard since August 2010 and is currently the
Central and Great Lakes Regional Sales Manager within Partner MPS. Prior to joining HP,
Dave spent seven years at Lexmark International in both Sales and Sales Management
roles, and nearly nine years at Xerox Corporation where he held a variety of Sales and
Sales Specialist roles. Throughout his career at HP, Lexmark and Xerox, Dave has
amassed more than 10 years of direct MPS experience.
Dave graduated from Michigan State University with a bachelor’s degree in
Communications and lives in St. Charles, IL.
Page-30
January 10, 2013
c. Marketing
Cheryl O’Bannon – Please see Cheryl’s information under a. Sales above.
d. Financial Reporting
Joe Perugini
Contract Program Manager
Phone: 936.689.0598
Bio/Resume
Joe Perugini has been with Hewlett-Packard since January 1995 and is currently a
Contract Program Manager supporting the HP Public Sector sales organization for the
South Central and Pacific West Sales Districts. He has also served in other roles at HP,
including business development, sales operations, and proposal response. Prior to joining
HP, Joe spent six year with the United State Army on Active Duty.
Joe graduated from The University of Texas at Austin with a bachelor's degree in Business
Administration (Marketing) and lives in The Woodlands, TX.
e. Executive Support
David Wiese
District Sales Manager, HP Public Sector
Phone: 512.466.3405
Bio/Resume
David Wiese has been with Hewlett-Packard since November 2006 and is currently the
District Sales Manager for the HP Public Sector sales organization for the South
Central. Prior to joining HP, David spent 14 years with the Dell in multiple management
roles.
David graduated from Texas State University in San Marcos with a bachelor's degree in
Business Administration (Finance) and lives in Round Rock, TX.
Service Execution: HP Partner Managed Print Services
Kelly Larsen
Director of Sales & Partner Recruitment
Phone: 801.924.6109
Bio/Resume
Kelly Larsen joined HP as a result of the Printelligent acquisition which initiated in July
2011. He joined Printelligent in 2008, with invaluable experience in leveraging
partnerships and aligning sales resources to gain corporate goals and sales results.
His expertise spans 20+ years of experience with high-technology companies such as
Altiris (Symantec), Novell, WordPerfect and Clyde Digital. Mr. Larsen had focused his
energies on refining the structure of Printelligent’s sales force, expanding geographic
territories, and keeping the sales team well trained and customer focused.
Printelligent achieved its growth goals through strengthened strategic partnerships, new
business acquisition and expanded customer relationships under Mr. Larsen's sales
leadership, gaining the attention of HP. Mr. Larsen has continued to serve in the leadership
position of sales engagement with HP partners in the Partner MPS program with a key
Page-31
January 10, 2013
objective to sign long-term contractual MPS agreements which include service, parts,
supplies, hardware and solutions to optimize and improve customer document
environments.
HP’s Partner MPS offering is now well established with 60 US partners resulting in clients
in over 750 cities in 47 states. Mr. Larsen continues to lead the sales expansion strategy
for HP Partner MPS in North America with a focus to hire, develop and grow a top
consultative sales team specializing in Managed Print.
Mike Farmer
Service Operations Manager, U.S
Phone: 801.924.6181
Bio/Resume
As the HP P-MPS Service Operations Manager Mike is responsible for all service delivery,
technical support, call entry, and dispatch.
Mike’s leadership has guided HP to maintain and expand our industry-leading two-hour
response time, our 91% first-time fix rate, and our 96 percent customer retention over the
last five years. Mike was also a key member of integration team when Printelligent was
acquired by HP.
Mike received his B.S. in Biology from Colorado State University.
Our Utah office serves as a communication hub with our National Technical Support team
located throughout the United States. HP has techs and vans located in all major metro
areas, allowing us to provide white-glove service in 2-4 hour response times. In the
secondary markets, HP utilizes our extensive partner service network to deliver highquality response times and exceptional customer service.
The key strength of P-MPS is our robust partner network. HP has partners located in
every state in the U.S. Region 4 ESC/TCPN’s members will be able to leverage their local
partner of choice, if they choose, to provide local expertise and preferences in purchasing
hardware. HP P-MPS will work with our partners as we provide the service execution to
provide a consolidated level of account support.
HP Reseller Agents are local specialists who can provide agencies with expert advice,
guidance to customize solutions for specific technology needs, pre and post sales support,
and customer service support. Agents work closely with the HP team members to ensure
each customer received the highest quality of customer satisfaction. HP Resellers may be
used to handle customized service offerings, which can include and is not limited to
installation, image loads, asset tags and additional deployment services. The servicing
subcontractor works closely with the HP team members.
HP Authorized Service Providers (ASP) provides agencies with expert warranty repairs by
highly trained service engineers that are fully accountable and have direct access to HP
spare parts and technical information.
9. Define your standard terms of payment.
Response:
Hewlett-Packard’s standard payment terms are Net 30 days.
Page-32
January 10, 2013
10. Who is your competition in the marketplace?
Response:
We encounter aggressive competition in all areas of our business activity. We compete
primarily on the basis of technology, performance, price, quality, reliability, brand,
reputation, distribution, range of products and services, ease of use of our products,
account relationships, customer training, service and support, and security.
On a revenue basis we are the largest company offering our range of general purpose
computers and personal information, imaging and printing products for industrial, scientific,
business and consumer applications, and IT services. We are the leader or among the
leaders in each of our principal business segments.
Competitors in the Hardware Market
The markets for printer hardware and associated supplies are highly competitive,
especially with respect to pricing and the introduction of new products and features across
Imaging and Printing Group’s consumer, small- to medium-sized business, graphics and
enterprise customer segments.
Gartner “Magic Quadrant for MFPs and Printers, Worldwide”
HP is positioned as a “leader” in the October, 24, 2012 Gartner “Magic Quadrant for MFPs
and Printers, Worldwide”, report, ID #: G00230375 [1]. Gartner is a leading provider of IT
research and advice. The “leader” designation is based on vendors who “offer the most
extensive product portfolio relative to their peers and they have the broad channel
capability to deliver the products to customers where they want to procure them.”
Gartner Evaluation Criteria
Gartner's MFP and printer Magic Quadrant serves as a guide for midsize and large
organizations to identify and evaluate technology providers that deliver MFP and printer
products and services. The companies were evaluated using the criteria briefly defined
below.
Ability to Execute
Product/Service
Overall Viability (Business Unit, Financial,
Strategy and Organization)
Sales Execution/ Pricing
Market Responsiveness and Track Record
Marketing Execution
Customer Experience
Operations
[1]
Completeness of Vision
Market Understanding
Marketing Strategy
Sales Strategy
Offering (Product) Strategy
Business Model
Vertical/Industry Strategy
Innovation
Geographic Strategy
All statements in this report, attributable to Gartner, represent the HP interpretation of data, research
opinion, or viewpoints published as part of a syndicated subscription service by Gartner, Inc, and have not
been reviewed by Gartner. Each Gartner publication speaks as of its original publication date (and not as of
the date of this RFP). The opinions expressed in Gartner publications are not representations of fact, and
are subject to change without notice.
Page-33
January 10, 2013
Gartner Magic Quadrant Descriptions - Leaders and Visionaries
Leaders are the most capable in providing MFPs (including SMFPs), printers and the
associated printing solutions and services, regardless of customer location. Providers in
the Leaders quadrant offer the most extensive product portfolio relative to their peers, and
they have the broad channel capability to deliver the products to customers where they
want to procure them. Thus, Leaders hold consistently high market share worldwide and
are capable of delivering consistent service levels in the regions where Gartner customers
are located. Leaders tend to have the deepest global capability and the inventiveness and
resources, skills and vision to deliver superior levels of support to existing and future
customers globally. Leaders have a proven track record of channeling R&D initiatives into
products and solutions that customers need.
Visionaries understand current market trends and know how to meet current market needs.
They tend to be spot-on when it comes to the future needs of customers and are often
specialists in creating new ways of solving unique customer issues — especially in key
vertical markets. While Visionaries may not be able to deliver the full range of products,
solutions and services to the broadest range of customers, they do understand those
needs but lack the scale to reach the wide range that multinational companies and, by
definition, the typical Gartner customer require. The 2012 study does not contain any print
provider in the Visionaries quadrant.
In Summary
According to Gartner’s report, “we define the market as consisting of providers of MFP and
printer products that are capable of serving the needs of Gartner clients in the office and
on-site production space (excluding high-volume, off-site production operations, consumer
products, wide format and specialty printing, such as bar code and label printing). Print
providers included in this analysis must understand and be able to address the following:
•
•
•
•
•
•
The major trends impacting the printer industry
Account management and problem/service resolution issues
Fleet management, monitoring and integration
The environmental impact of printing
Security
Cloud printing”
The Gartner report recognized many of HP’s strengths in their analysis including:
•
HP’s significant presence - Gartner's 2011 market share data for HP shows that
despite the ongoing economic and structural challenges in the printer industry, HP has
consolidated its overall market leader position.
•
Leveraging IT strengths - Occupying mind share and office space in most
organizations across the globe, HP can leverage its IT strengths to offer customers
solutions beyond those offered by the traditional printer and copier channels.
•
Broad A4 product range and balanced deployment strategy – customer can benefit
from managing a balanced printer fleet composed of A3 and A4 devices.
HP has purchased rights to re-distribute this report; we would be happy to provide TPN
with a URL enabling you to read the full report at your convenience.
Page-34
January 10, 2013
11. Overall annual sales for last three (3) years; 2009, 2010, 2011
Response:
The following tables provide a summary of HP annual revenue by business unit for the
past three years.
Revenue
Worldwide
2009
$114,552
Revenue
Worldwide
Services
HP Enterprise
Business
$53,624
Enterprise
Servers,
Storage, and
Networking
Personal
Systems
Group
$35,305
HP
Software
Imaging and
Printing
Group
$24,011
Personal
Systems
Group
HP Financial
Services
$2,673
Imaging
and
Printing
Group
HP
Financial
Services
2010
$126,033
$35,529
$20,356
$2,729
$40,741
$25,764
$3,047
2011
$127,245
$35,954
$22,245
$3,217
$39,574
$25,783
$3,596
Figures are stated as USD in millions.
12. Overall public sector sales, excluding Federal Government, for last three (3) years;
2009, 2009, 2011.
Response:
The following table provides a summary of estimated public sector sales (US), excluding
Federal Government, for the last three (3) years.
Estimated Public Sector Sales (excluding Federal)
2009
$3,470
2010
$3,781
2011
$3,817
Figures are stated as USD in millions.
13. What is your strategy to increase market share?
Response:
Market Share Leadership
Why should Region 4 care about market share? Actually, there are several good reasons.
Market share is more than a gauge of popularity; it is also a valuable indicator of the
supportability and longevity of a vendor’s products. Products that command large and
sustained market share do so because they are proven winners among customers.
Hewlett-Packard’s market leadership spans a broad range of solution areas. With a
number-one market share ranking in several key IT product segments, HP holds a
formidable competitive position that is unmatched in the industry. The following chart
summarizes the market leadership position of HP in twelve product segments.
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January 10, 2013
Leadership across the Board
Innovative Printing and Imaging Technology
As the boundaries between digital and physical information further blur, HP Imaging and
Printing technology is helping customers make that transition. Today you can use your
Web-connected HP printer to access the Internet. Mobile professionals can send important
information to the office printer—via HP ePrint—while stuck in traffic. Anyone can create,
print, promote, and sell magazines with solutions like HP MagCloud. And some of the
world’s largest companies are using patented HP printing and imaging technologies to
protect their brands and curb counterfeiting. HP’s solutions are designed to assist
enterprise customers in optimizing their hardware structure, managing their imaging and
printing environments, and improving document workflow.
Industry Recognition
The market leadership HP enjoys in products and services is matched by leadership in
corporate responsibility and customer satisfaction. HP has received many awards and
recognitions for its demonstrated excellence in customer support and global citizenship.
In doing business with HP, Region 4 can feel confident that it has chosen a vendor with an
unparalleled reputation for product innovation, ethical business practices and customer
satisfaction. To view some of the awards and recognition that HP has received,
visit http://www.hp.com/hpinfo/newsroom/awards/.
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January 10, 2013
14. What differentiates your company from competitors?
Response:
Public Sector Buying Consortium Experience
For more than 70 years, HP has helped public-sector customers in government and
education achieve the highest possible levels of operational excellence and service
delivery. Moreover, HP has institutionalized our best practices to provide consistently highquality performance in all environments. HP will apply these same principles to Region 4
ESC/TCPN’s members for successful program execution.
HP has a robust
sales and
support
organization
dedicated to U.S.
Public Sector
Customers. In
most cases, HP
has at least one
HP-held
contract
available to
Public Sector
customers in
each state. In
addition, HP also
has a successful
history in working
with nationwide
cooperatives (please see a few examples below):
Western States Contracting Alliance (WSCA):
MPS Contract – Awarded November 2012
Educational and Institutional Purchasing Cooperative (E&I):
Current Agreement has been in place since December 1, 2006
General Services Administration (GSA):
There are multiple agreements in place.
Region 4 ESC/TCPN can access additional information at the HP Public Sector Web
site: http://government.hp.com/index.aspx.
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January 10, 2013
SLED Expertise
Public-sector clients need a technology partner that can help provide more effective
services, while saving money and eliminating redundancy. With a long history of serving
the public sector, HP understands the unique requirements of government and education
customers. HP’s broad solutions portfolio aligns IT with Region 4 ESC/TCPN members’
requirements, providing the following benefits:
•
Industry standards protect Region 4 ESC/TCPN’s capital investments in technology,
making sure that your infrastructure will be compatible with future technologies. They
also increase your agility and improve integration with the rest of the technology
environment.
•
HP management solutions are modular and scalable to meet a variety of requirements
and are designed to adapt and grow incrementally so that Region 4 ESC/TCPN
members realize a fast, predictable return on technology investments.
•
HP Services consultants can help assess Region 4 ESC/TCPN members’
environment; design and architect the infrastructure; and deploy and implement
solutions for maximum operational efficiency.
•
HP’s philosophy of working with partners, and even competitors, to maximize product
mix and service delivery address a wide variety of business requirements. Region 4
ESC/TCPN members will have the added benefit of a multivendor service mechanism
with a single point-of-contact and accountability.
HP’s exceptional service record, products, industry partnerships, and experience combine
to give Region 4 ESC/TCPN members an unrivaled source of IT technology and MPS
service. Providing comprehensive solutions and a demonstrated commitment to the public
sector, HP is uniquely qualified as Region 4 ESC/TCPN’s MPS and IT partner of choice.
SLED MPS Service Execution Case Study
Utah Valley University (Provo, Utah) Managed Print Service Case Study
Utah Valley University (UVU)—once a two-year community college which has experienced
rapid growth—turned to HP 15 years ago to manage their print environment. As UVU has
grown, so has HP’s support coverage.
Our 15 year client tenure is based on respect, trust and exceptional service delivery. HP
repairs and maintains several hundred devices with a print volume of nearly five million
annual pages.
HP also proactively tracks and manages Utah Valley University’s devices through
FMAudit. UVU’s device fleet is comprised of HP equipment.
With decades of experience in Higher Education, HP is well positioned to provide
exceptional support to Region 4 ESC/TCPN’s members.
Government
Both national and local government agencies use HP services and solutions to enhance
access to information and services.
Defense, intelligence, and public-safety departments use HP solutions to maintain
readiness and safety through instant, secure access to vital information. HP manages and
secures two of the largest intranets in the world: the U.S. Department of Navy and the
U.K. Ministry of Defense. In addition to first-responder solutions (emergency notification
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January 10, 2013
and preparedness), HP offers solutions to address requirements for homeland security,
border and tariff, military and intelligence, and network-centric operations (NCO). Specific
examples include such analysis tools as fire and crime tracking and bioterrorism tracking,
as well as mobile solutions for law enforcement. Plus, HP's Global Homeland Security
Program Office is helping strengthen and extend existing capabilities to meet the evolving
demands of homeland security.
HP civilian solutions and services include e-government, tax and treasury, case
management for social services, and e-democracy. All of these help make agency records
and resources available quickly to staff and constituents on demand.
The following list highlights some of the many government organizations worldwide using
HP solutions:
•
HP employees currently serve 409 government clients in 32 countries.
–
HP provides computing infrastructure solutions for the White House, the British
Cabinet Office, and Vatican City. In fact, HP manages more than 20 revenue
systems for the Province of British Columbia.
–
The Brazilian Navy reduced the IT infrastructure maintenance costs by
approximately 80% after HP migrated its entire mainframe-based database
environment to an open, Linux-based platform.
•
More than 85% of 911 emergency centers in the United States run on HP technology.
•
HP servers are the leading development platform in fingerprint solutions for criminal
investigations.
•
More than 500 computer-aided dispatch systems, including some in the largest cities in
the United States, run on HP.
•
With the help of HP technology and services, the United States Postal Service (USPS)
performs the colossal task of delivering more than 200 billion pieces of mail each year.
In recognition of our support, HP has received an unprecedented six USPS Quality
Supplier Awards as well as the Postmaster General (PMG) Partnership Award.
•
HP on-demand utility processing capabilities let the Defense Information Systems
Agency (DISA) apply utility pricing for timely, efficient rendering of ongoing projects. In
fact, HP created a Rapid Access Computing Environment (RACE) that allows DISA
customers to provision test and development environments for a basic monthly fee.
•
Thanks to a software application developed by the U.S. Army and deployed on the HP
iPAQ Pocket PC, fully informed decision-making among battlefield medics is
happening faster and saving more soldiers’ lives.
U.S. government customers using HP solutions include the following:
•
•
•
•
•
•
•
•
•
•
Federal Aviation Administration (FAA)
General Services Administration (GSA)
Los Alamos National Laboratory
National Aeronautics and Space Administration (NASA)
Sandia National Laboratories
U.S. Department of Agriculture
U.S. Department of Commerce
U.S. Department of Defense
U.S. Department of Education
U.S. Department of Health and Human Services
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January 10, 2013
•
•
•
•
•
•
U.S. Department of Homeland Security
U.S. Department of the Interior
U.S. Department of Justice
U.S. Department of State
U.S. Department of Veterans Affairs
U.S. Postal Service
Education
In the United States
In education, improved access to information, applications, and resources is essential to a
better learning experience at all levels—from primary school on up. HP education solutions
and services support the following:
•
•
•
Learning and teaching
Campus and district-wide portal design and support
Business administration support, from Enterprise Resource Planning (ERP) to security
solution design
Around the Globe
Some out-of-the-box innovations by HP include the following:
•
Lab in a Box—HP Lab in a Box is an India-specific innovation that addresses the lack
of books, electricity, IT infrastructure, and good-quality teachers in remote regions of
India. Built in collaboration with the National Council of Educational Research and
Training (NCERT), HP Lab in a Box is a fully functional computer lab in a shipping
container. It is equipped with HP PCs, a multifunction printer, an electrical generator,
and wireless connectivity as well as built-in furniture. It is self-contained and fully
operational from day one, so it can be rapidly transported to any remote location, and
education can be started immediately. This innovation provides students with access to
India’s finest teachers from remote locations and should help India achieve its goal of
increasing secondary education.
•
Virtual Classes—A student may log in to a virtual classroom, part of an online learning
knowledge center funded by a grant from HP designed to extend the reach of
education for India.
•
Brain Drain—An estimated 70,000 skilled professionals, scientists, academics, and
researchers leave Africa each year to work in developed countries. A collaboration
between HP and UNESCO is turning this “brain drain” into a “brain gain” by allowing
university faculty to engage in real-time scientific collaboration from their home
countries through grid and cloud computing. Since the pilot project launched in 2006,
the program has connected 20 higher-education institutions throughout the Middle East
and Africa.
Region 4 ESC/TCPN Knowledge and Experience
Our relationship with Region 4 ESC/TCPN has spanned many years. HP established
special pricing for HP Supplies in November of 2010. The original deal had 30 SKU’s and
is now up to 64 SKU’s. HP works closely with Region 4 ESC/TCPN resellers of choice
(Office Depot, GovConnection, Gonzalez Office Products, and Tech Depot) to educate
them on programs to encourage growth of Region 4 ESC/TCPN membership. Examples
of this include PurchasEdge Program, recycling programs, cost savings measures
w/printing and cartridge selection, and more. HP hosts annual reviews of supplies
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January 10, 2013
business with Region 4 ESC/TCPN management. Region 4 ESC/TCPN executives have
met with HP supplies management team as well as other HP personnel have met with
Region 4 ESC/TCPN executives to review business and drive ways to promote Region 4
ESC/TCPN success.
Exceptional Service Execution
HP offers Region 4 ESC/TCPN high-quality, white-glove service. Not only will the tech be
an equipment expert, he/she will also perform toner installs, which saves IT time and
resources.
HP will serve as an ongoing strategic partner and will provide device printing facts in our
Quarterly Business Review. HP will recommend occasional changes to the printer fleet to
optimize your print environment and maximize your print spend and employee productivity.
As equipment needs arise, Region 4 ESC/TCPN members can leverage our extensive
partner network to purchase HP equipment from the local partner. Our partners provide
competitive pricing and exceptional customer service.
Flexible Contract Structure
There are no page minimums or overages associated with our proposed HP solution.
The HP MPS contract is assigned at the Account level; it is not a device-by-device
contract. The contract will itemize a single black and/or color page rate for each of the
printers and print engines to be included in the contract; this includes both existing printers
and replacement copiers (MFPs). The contract acts an umbrella service and supply
agreement for all relevant devices in the Region 4 ESC/TCPN print environment and
allows the scope of HP device management to expand or contract as business needs and
realities change.
Because the contract is made at the account level, Region 4 ESC/TCPN members will sign
a single agreement at the start of the contract and may then choose to add, move, or
remove individual printer engines from the service, support, and toner contract at-will.
There are no monthly minimums required as part of the HP MPS contract and therefore no
overages.
HP printing and imaging solutions consistently earn rave reviews both from customers and
from industry experts. As HP has continued to deliver industry-leading printing and imaging
solutions, HP innovation, performance, and reliability have been recognized around the
world. HP is proud to share these honors and awards and considers them an inspiration for
the ongoing HP efforts to deliver printing and imaging that improves the way the world
communicates.
15. Describe the capabilities and functionality of your firm’s on-line catalog/ordering
website.
Response:
HP MPS Service
Region 4 ESC/TCPN members can request service via our 24/7 Web
portal: http://www.hp.com/go/mpsservice
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January 10, 2013
HP Business to Business Solutions
Hewlett-Packard provides Region 4 ESC/TCPN with an easy and efficient way to establish
and manage your business relationship with HP through our eCommerce solutions. Our
portfolio of simple and customized websites called HP.com Business to Business (B2B),
and our integrated electronic solutions (B2Bi) include a packaged set of electronic
capabilities which give our customers the most comprehensive and straightforward way to
procure with HP. HP’s eCommerce tools address a variety of critical procurement
requirements. Our solutions are flexible with the ability to adapt to unique needs or
changing business conditions.
Simple and Custom Ordering Sites
HP.com B2B is a program targeted primarily at the Public Sector (K12, higher education,
state, local and federal government) customers who wish to buy commercial products,
services and solutions directly from HP via a web page.
All Simple and Custom ordering sites allow customers to search for and customize
configurations. The Standards link allows users to create public or private custom bundles
to be displayed on the site as frequently purchased products, saving time and controlling
purchasing behavior. The View Price List link allows users to print or download price lists
associated with their contract. The Add feature allows users to simply add a part number
and quantity from the price list directly to the Shopping Cart without the need to search for
their items. The Shopping Cart contents may be saved and retrieved for up to 90 days, and
any products that have been discontinued in that time will be flagged upon retrieval.
Once an order is entered, users enter/select their billing information, shipping information,
secure payment information (credit cards, purchase orders, flooring or leasing), and
confirm the Order Details before final submission and completion of the order. A final
invoice total with an Order Number is returned. This number can be used later to track the
status of the order. The Order Status and Order History links on the sites offer
comprehensive order reporting capabilities. With visibility into business trends and events,
Region 4 ESC/TCPN is better equipped to make informed purchasing and supplier
management decisions, and reporting encompasses all procurement activities regardless
of the vehicle used (online, fax or email). Order change notification is also available via
email and can be customized to meet organizational needs.
The Simple Solution
Simple HP.com public website pages can be reached quickly by going to www.hp.com,
clicking on “Government, Health & Education”, requesting a login and beginning to shop; it
is as simple as that. These easy–to-access sites are public sites that default to the GSA,
National Education, or Expanded Government Price Lists. These sites are easy to use and
offer the option to choose from many different standard contracts already in place such as
WSCA, E&I, etc.
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January 10, 2013
Simple HP.com Website Page
The key benefits of a Simple website are in the Simplicity, Flexibility and Efficiency of the
solution:
Simplicity
Sites are easy to deploy and offer a streamlined navigation and purchasing experience
with easy page access to more relevant tools and content on the Public Sites. The sites
are conveniently accessible as a customer self service tool from the point of purchase to
order status.
Flexibility
The sites are available around the clock for increased purchasing time. Sites have a full
range of both HP and third-party product offerings with a seamless interface. User-specific
access allows users to save their own standards and quotes for future reference.
Efficiency
HP.com B2B offers a single source location from which users can research, price,
purchase and view order status information. Users have configuration options at their
fingertips with invalid parts notifications to keep them on track, and their product quotes are
saved for up to 90 days.
The Custom Solution
Custom sites are secure personalized B2B websites that are based upon account specific
contract pricing or fulfill a particular customer need. Many customers require their users to
procure from limited standard configurations, and custom sites allow these kinds of
restrictions. A dedicated eBusiness Consultant leads the implementation, trains end users
on the web tool and workflow processes to support customer-specific fulfillment needs. A
sample custom site can be viewed at: www.hp.com/buy/acme.
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January 10, 2013
Custom Website Page
The key benefits of a Custom website are in the Security, Customization and Control of the
solution:
Security
Customers are provided with their own unique and secured URL when they choose to
implement a private HP B2B website. End users must login if they wish to check order
status, save a quote, view order history or submit an order.
Customization
Customers set forth their own guidelines that determine product offerings, standard
configurations, pricing and other customizable features including the ability to specify an
HP Agent via their HP customized website. The Store Front contains image links to the HP
product lines and information determined by the customer.
Control
Customers may restrict users to selecting from set standards or allow them to purchase
from the entire HP product line. Customers may further control purchasing by monitoring
activity through an online approval process prior to order submission. The custom HP
B2B.com web tool allows a designated purchasing authority to be notified via email when
there are orders pending their approval.
eProcurement Integration
Many of our customers are at the forefront of implementing eProcurement solutions and
have their own eCommerce ordering tools. HP.com Business to Business Integration
(B2Bi) has developed a set of integration capabilities that allows HP to partner with these
customers who closely match our typical HP Public Sector Integration profile:
•
•
•
Installed ERP system
Single contract purchasing
Single payment method
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January 10, 2013
•
•
•
Single Influencer ID
Annual purchasing minimums ($1M)
12 or more invoices per month
Key benefits and features of an HP.com Business to Business Integration include:
•
•
•
•
•
•
24x7 quoting/ordering
Contract and open market pricing
Order status information
Utilization of open standards
Utilization of UNSPSC
Integration with customer’s procurement software
HP.com Business to Business Program Summary
HP.com Business to Business offers Region 4 ESC/TCPN more than just a convenient
online shopping experience. The built-in reliability, flexibility, and innovation of HP.com
Business to Business actively support the continuous improvement of purchasing and
procurement management functions. All of the HP.com Business to Business tools and
capabilities work cooperatively to improve resource planning and budgeting processes.
HP.com Business to Business is a user-driven resource that scales from an easy to use
simple website solution to a customized procurement site and even to eProcurement
integration capabilities.
For more information about HP.com Business to Business solutions, please contact your
HP Account Manager, or visit our website at: http://www.hp.com/buy/b2bsolutions.
16. Describe your company’s Customer Service Department (hours of operation, number
of service centers, etc.)
Response:
Service Requests
Service request lines are open Monday through Friday, 5:00 am through 5:00 pm PST.
The toll-free HP P-MPS service request line is 1-800-745-2025. 24/7 live dispatch lines are
also available to Region 4 ESC/TCPN as a low-cost, optional service
A note on the outstanding level of phone support that Region 4 ESC/TCPN members can
expect from HP:
You call, we answer. It's that easy. When an employee calls HP at the toll-free number
posted on the HP service tag, they will be immediately connected to a person, not a phone
tree. The dispatcher answering the phone at HP will ask for the employee's name,
company, service ID, and a brief description of the reason for the call. The dispatcher will
confirm the asset data we have in our system and create the service call. HP will typically
keep an employee on the phone for no longer than 3 to 5 minutes while a service request
is being placed.
Within four hours to the next business day afterward (depending on location), an HP
technician will arrive at the site to address the reported issue.
Region 4 ESC/TCPN members can also request service via our 24/7 Web
portal: http://www.hp.com/go/mpsservice or e-mail [email protected] at any time
to schedule service or to request the status on an open service issue.
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January 10, 2013
17. Provide information regarding whether your firm, either presently or in the past,
has been involved in any litigation, bankruptcy, or reorganization.
Response:
Litigation - HP is involved in lawsuits, claims, investigations, and proceedings—including
patent, commercial, and environmental matters—that arise in the ordinary course of
business. There are no such matters pending that HP expects to be material to the
fulfillment of the opportunity under consideration.
Matters that are material to HP’s business or financial results are reported in our 10K and
other appropriate public filings.
Bankruptcy - HP has never been, and is not currently involved, in bankruptcy or
insolvency proceedings related to HP.
Reorganization - On March 21, 2012, HP announced an organizational realignment
designed to improve customer experiences with our company and to drive performance
across the entire HP portfolio. The realignment included the following changes:
•
HP Imaging and Printing Group (IPG) and Personal Systems Group (PSG) joined
forces to form the Printing and Personal Systems (PPS) Group.
•
All Marketing and Communications functions across business units were unified.
By streamlining operations and removing complexity, we are working to make HP easier to
do business with. We also intend to accelerate innovation by freeing up resources that can
then be invested in research and development. Specific benefits include the following:
•
IPG/PSG - A comprehensive end-user device portfolio with HP innovation, quality, and
reliability; Ability to leverage a rich portfolio of technology across personal computing
and printing
•
Marketing and Communications - An integrated and influential “voice” for HP that can
communicate in clear, simple language without jargon
Marketing / Sales
17. Detail how your organization plans to market this contract within the first 90 days of
the award date. This should include, but not be limited to:
a. A co-branded press release within first 30 days
b. Announcement of award through any applicable social media sites
c. Direct mail campaigns
d. Co-branded collateral pieces
e. Advertisement of contract in regional or national publications
f.
Participation in trade shows
g. Dedicated TCPN and Region 4 ESC internet web-based homepage with:
i. TCPN and Region 4 ESC Logo
ii. Link to TCPN and Region 4 ESC website
iii. Summary of contract and services offered
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January 10, 2013
iv. Due Diligence Documents including; copy of solicitation, copy of contract and
any amendments, marketing materials
Response:
Upon award of this contract, HP will implement a multi-faceted marketing plan to ensure
successful implementation of this contract. HP will produce a co-branded press release
and review with TCPN/Region 4 for release within the first 30 days for release to the HP
Sales Organization, HP Channel Organization and HP Customer Public Sector Customers
to announce the new contract. We will work closely with our HP Marketing division to
produce high quality marketing collaterals for use in marketing the new contract. As the
largest technology company in the world, HP uses many forms of social media sites
including Facebook, Twitter, UTube, and blogs to communicate. We will utilize those
forms of communication as appropriate to announce and marketing this new contract. We
will provide internal training for our Direct and Channel organization to train them on the
contract details. HP will utilize our existing Executive Programs customer database to
target direct mail campaigns, using co-branded collateral material promoting the contract
and the value of MPS for the customer. We have provided some possible examples below
of the types of co-branded collaterals that could be utilized. HP participates and sponsors
many trade shows throughout the year, and would utilize these events to promote this
contract through co-branded collaterals and information in their publications. We would
work with TCPN and Region 4 ESC to create and maintain a dedicated web-based
homepage with TCPN and Region 4 ESC Logos, links to the respective websites of TCPN
and Region 4 ESC. At this site we provide a summary of contract and services offered,
along with other pertinent information like product collaterals, whitepapers, technology
briefs, and other information that would be valuable for the site. The site would also list
key contacts within HP for contract management. This site would also include due
diligence documents including: the copy of the solicitation, copy of the contract, and any
amendments and marketing materials.
18. Describe how your company will demonstrate the benefits of this contract to eligible
entities if awarded.
Response:
Choosing a new IT Product can be a complex decision. It requires the careful
consideration of several key factors, including price, stability, performance, manageability
and reliability. Hewlett-Packard’s response describes our ability to meet Region 4
ESC/TCPN Member requirements with products that incorporate leadership technologies
and are backed by world-class support services and strong alliances. HP’s history of
developing and supporting superior, reliable products is demonstrated by our rapid growth
and recognition in the personal computer industry.
•
Dedicated HP Public Sector Sales Professionals and product technical specialists to
assist with pre/post sales support.
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January 10, 2013
•
Timely and accurate quotes.
•
Quality product and aggressive/opportunity based pricing (RFQ, etc.)
•
Timely deliveries with accurate invoicing
•
Accurate contract reporting and timely fee payments
•
Excellent support and technical services
•
Dedicate website supporting the contract
19. Explain how your company plans to market this agreement to existing government
customers.
Response:
Upon contract award for this new Region 4 ESC/TCPN Contract, HP plans on promoting
the contract award through internal and external communications as approved by Region 4
ESC/TCPN and participating States as designated by Region 4 ESC/TCPN. HP’s goal of
marketing this contract is to communicate the value proposition and benefits of this new
contract to existing government customers.
In order to ensure a coordinated and effective marketing execution, HP will have an
assigned Region 4 ESC/TCPN Contract Program Manager, as seen on other HP held
cooperative contracts. Below is a brief overview of the different marketing items that HP
intends to pursue and generate during the term of the contract, with Region 4 ESC/TCPN
approval:
•
•
•
Award Press Release
Advertising
– Brochure/PDF
• Handouts
• Copy available to send via email
– Website Banners
– Promote the contract at National Events
– HP MPS State & Local and Education Forum
– Blog and Tweet on new Contract
Meetings with individual Agencies to introduce and promote the contract
20. Provide a detailed 90-day plan describing how the contract will be implemented within
your firm.
Response:
HP has contract resources that will be dedicated to the administration of the contract. HP
has established internal processes that support the implementation of new contracts.
Below are the two primary contacts for the administration of the contract:
Joe Perugini
936.689.0598
[email protected]
June Eskridge
Contract Administrator
501.339.2197
[email protected]
Below is an outline of the primary actions that will need to be accomplished to implement
anticipated contract resulting from this solicitation.
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January 10, 2013
Contract Award Notification
•
Archive fully-executed/signed agreement in accordance with HP internal contract
compliance requirements
•
Fully executed contract to be properly extended within HP internal systems
–
–
Order Management
HP Websites/portals (hp.com, etc.)
•
Email contract announcement to HP Public Sector Sales. Announcement will include
the contract summary brief which will include (but not be limited to) the contract
number, scope, effective dates, products and services, pricing, etc.
•
Update Sales Contacts to reflect any changes that may have occurred since the
submission of the RFP
14 Days
•
•
Activate HP/TCPN website ((www.hp.com/buy/tcpn)
Update web content (contacts, links, etc.)
– Update sales contacts
– Ordering Information
– Key Links (HP and TCPN)
– Update value add offerings/pricing
30 Days
•
Submit first monthly sales report to Region 4 ESC/TCPN
30-90 Days
•
Targeted communications to HP Resellers
•
Internal training for HP Public Sector Sales (Conference Calls, In-Person at Sales
Centers) for both Inside and Outside Sales
21. Describe how you intend on train your national sales force on the Region 4 ESC
agreement.
Response:
•
Email contract announcement to HP Public Sector Sales. Announcement will include
the contract summary brief which will include (but not be limited to) the contract
number, scope, effective dates, products and services, pricing, etc.
•
Internal training for HP Public Sector Sales (Conference Calls, In-Person at Sales
Centers) for both Inside and Outside Sales
•
Key contract information and links located on the HP provided on-line catalog/ordering
website with access directly or through the hp.com website for Public Sector
Customers (http://government.hp.com/index.aspx)
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January 10, 2013
•
During the life of the contact, any questions concerning the contract that arise from the
HP Public Sector Sales can be directed to the HP contract resources that will be
dedicated to the administration of the contract. Below are the two primary contacts for
the administration of the contract:
Joe Perugini
936.689.0598
[email protected]
June Eskridge
Contract Administrator
501.339.2197
[email protected]
22. Acknowledge that your organization agrees to provide its company logo(s) to Region 4
ESC and agrees to provide permission for reproduction of such logo in marketing
communications and promotions.
Response:
For the term of this Agreement only, Region 4 ESC/TCPN may display HP’s Marks only as
shown in Att 2 – HP Logo Blue GIF.zip attachment included on the CD (the “Marks”) solely
to accurately identify its participation in this Agreement and in connection with its
performance under this Agreement provided that Region 4 ESC/TCPN agrees to (i) use
the Marks only in the form and manner approved by HP, (ii) submit to HP for its prior
written approval all marketing materials specific to this Agreement containing HP’s Marks;
and (iii) include all proprietary notices that HP specifies be used with its Marks. Any
display of the Marks will inure solely to HP’s intellectual property rights in the
Marks. Region 4 ESC/TCPN agrees to adhere to HP’s logo or trademark guidelines
(“Trademark Guidelines”) for displaying the Marks, as may be amended from time to
time. If reasonably requested by HP, Region 4 ESC/TCPN will expeditiously implement
changes in the manner in which it uses the Marks to comply with the Trademark
Guidelines of HP. Region 4 ESC/TCPN agrees not to display HP’s Marks in a manner that
is not accurate or in a manner that is likely to confuse or mislead as to the relationship
between the parties. Region 4 ESC/TCPN may not use HP’s Marks together with their
own trademarks to create a composite mark. Region 4 ESC/TCPN will not use HP’s Marks
in a manner that compromises or reflects unfavorably upon the goodwill, good name,
reputation or image of HP, or which might jeopardize or limit HP’s proprietary interest in its
Marks. Failure to comply with the requirements of this Section will be considered a
material breach under this Agreement. Upon the termination of the Agreement, Region 4
ESC/TCPN will promptly cease all use of HP’s Marks.
23. Provide the revenue that your organization anticipates each year for the first three (3)
years of this agreement.
Response:
$ 1M
in year one
$ 1M
in year two
$ 1M
in year three
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January 10, 2013
Administration
24. Describe your company’s implementation and success with existing cooperative
purchasing programs, if any, and provide the cooperative’s name(s), contact person(s)
and contact information as reference(s).
Response:
HP has a robust sales and support organization dedicated to U.S. Public Sector
Customers. In most cases, HP has at least one HP-held contract available to Public
Sector customers in each State. In addition, HP also has a successful history in working
with nationwide cooperatives (please see examples below):
Western States Contracting Alliance (WSCA):
MPS Contract – Awarded November 2012
Ms. Gerrie Becker
[email protected]
505.841.8618
Region 4 ESC/TCPN can access additional information at the HP Public Sector
Website: http://government.hp.com/index.aspx.
25. Describe the capacity of your company to report monthly sales through this agreement.
Response:
HP has the ability to supply the required reports needed to accurately communicate
monthly sales through this agreement. Below is a listing of standard data fields that can be
captured to create a report that meets Region 4 ESC/TCPN requirements. Upon award,
HP in ‘Good Faith’ will work with Region 4 ESC/TCPN to create a mutually acceptable
reporting format to meet monthly sales reporting requirements for through this agreement.
Standard Reporting Data Fields:
Contract Number
End User Customer Number
End Customer Name
End User Address1
End User Address2
End User City
End User State
End User Zip Code
Bill To/Contract Name
Bill To/Contract Address L1
Bill To/Contract Address L2
Bill To/Contract City
Bill To/Contract ST
Bill To/Contract Zip
HP Order Line Nbr
HP Part Number
Mfg Part Number
Part Description
Ship Date
Ord Date/PO Date
Customer PO Number
HP Order Number
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January 10, 2013
Quantity Shpd
Customer Price
Customer Extended Price
HP List Price
Customer Number
Ship To Name
Ship To Contact
Ship To Address L1
Ship To Address L2
Ship To City
Ship To State
Ship To Zip Code
Invoice Date/Document Date
Invoice Number
Reseller Agent (If Applicable)
Product Category Description
Product Class Description
Product Type Description
Product Family Description
Please refer to Att 7 – HP Sample Monthly Report attachment which has been included on
the CD.
Order Status and Reporting Tool Capabilities
For those orders placed via the dedicated HP Region 4 ESC/TCPN website (Please see
section 15, below for details), many standard reports are accessible for Region 4
ESC/TCPN members. The Order Status and Reporting Tool is designed to provide
customers with timely and accurate order status, shipping and reporting information for
their Direct orders. With a few simple steps customers can easily view information on all of
their HP Direct orders, based upon the information contained in HP’s order management
systems. Orders are displayed from the time of validation to 13 months after final delivery,
and the quality of the information is comparable to that available by contacting HP’s
Customer Service Representatives. The tool offers multiple searching, reporting and status
notification options.
Simple order search—The Simple Order Search provides five of the most commonly
used search fields for filtering queries in Order Status and Reporting. The Simple Order
Search is the default view of the tool.
Advanced order search—The Advanced Order Search offers the ability to perform
powerful and flexible queries with a wide range of search criteria such as date ranges and
product line codes.
Shipment search—Customers can query on shipment-specific information with the Order
Status and Reporting Shipment search screen to obtain accurate shipment tracking and
delivery information.
Product search—Product search uses product-specific search criteria such as HP
product, customer product, or serial numbers.
Order reporting—From the Order Reporting landing page, menu options allow customers
to run standard or sample report templates, retrieve report results, create new reports
through powerful customizing capabilities, and view report data field definitions that are
available for customizing reports.
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January 10, 2013
Standard reports—The tool lists a set of fixed Standard reports, or customers may
choose to run a report using the Standard report wizard. The fixed Standard reports have
been predefined to run on a regular basis once enabled. All Standard report results are
posted on the My Report Results page.
Sample reports—Customers can leverage sample reports templates, which have been
pre-defined as a quick way to generate custom reports. Sample report templates can be
used as is or customized, and Sample report results are posted on the My Report Results
page.
Create new report—To create a new customized report from scratch, this page displays a
list of all the data fields available to use in a report.
Setup event notification—Customers can set-up proactive event notifications, delivered
via email, to notify them of changes occurring to an order. The Order Status and Reporting
event notification feature offers an automated, proactive notification about changes to
orders as they move through the order lifecycle. Notifications can be set to generate
“event-based” or “daily status” emails.
26. Describe the capacity of your company to provide management reports, i.e.
consolidated billing by location, time and attendance reports, etc. for each eligible
agency
Response:
HP provides insightful Quarterly Business Review (QBR) reporting (Please refer to Att 3 HP QBR – Sample 2012 attachment in HP Appendix A.) as well as customized, userfriendly management reports that are available on request. Reports are provided free of
charge under the terms of the HP P-MPS program. The standardized reports outline
Device Utilization, Aging, Trends, and Service Statistics. The assigned Account Manager
will deliver these reports every quarter and review them with Region 4 ESC/TCPN
stakeholders as part of the HP Quarterly Business Review process.
Customized report templates and ad hoc reporting can be generated by Region 4
ESC/TCPN members via HP Web Jetadmin. HP Web Jetadmin reports are limited to
device-specific information (inventory, accessories, page counts, devices-by-location,
address books, configuration profiles, etc.) and can be generated in standard html or csv
file formats for archive or export.
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January 10, 2013
Customized reporting from the centralized HP service system (Orion) can include service
ticketing information, meter reads, and service resolution data. Customization of Orion
reports requires a formal report request from the application management desk via your
assigned HP Account Manager. Turnaround times for customized Orion reports will vary
based on IT workload and the complexity of the report request.
27. Please provide any suggested improvements and alternatives for doing business with
your company that will make this arrangement more cost effective for your company
and Participating Public Agencies.
Response:
HP offers Region 4 ESC/TCPN members several ways in which to control and reduce
costs. The first is effective, monitored and optimized fleet management. The second is
reducing your print costs through efficient controls and reducing the need to print.
Effective Fleet Management
Gartner Group and IDC have said that organizations that manage their printer, copier and
fax fleets can save between 10 percent and 30 percent of their print costs. HP is
committed to help organizations carry out the needed changes and save them money by
providing the staffing and expertise to determine their true needs, optimize the fleet to
meet them, and monitor them to keep their optimal state in place afterward.
HP manages, measures, and provides ongoing cost savings throughout the life of the MPS
contract through a quarterly process improvement approach called the HP Quarterly
Business Review (QBR). This QBR process can be managed by school, by region, or at
the County level. To provide active reporting and asset management, HP tracks device
utilization and service performance through a service system (CRM) known as Orion.
Orion serves as the central data repository for user-generated service requests, data
gathered from our remote monitoring utility (DCA), and technician statistics related to
service performance.
The data compiled in Orion provides the dashboard content that is collected and reported
via the Quarterly Business Review (QBR) process. Service performance is reported in the
‘Service Statistics’ section of the quarterly report. Multiple charts and tables are also
provided as supporting data that forms the basis of a "device watchlist" report where, every
quarter, HP will recommend relocating, retiring, replacing, or repositioning existing assets
to provide ongoing improvement and cost savings over time.
HP has delivered these results to organizations of all sizes in the SLED industry, including
local and state governments, public and private K-12, and higher education throughout the
U.S.
Controlling and Reducing Your Print Environment
HP has several solutions for controlling and reducing your print environment, depending on
the fleet device composition. For this RFP, we highlight our HP Access Control Solution
for HP devices. We have other solutions available for non-HP devices.
The HP Access Control Secure Printing Solution delivers powerful authentication,
authorization, and activity-log capabilities to prevent fraudulent use, protect data privacy,
and enhance fleet management. This simple-to-deploy and easy-to-maintain solution is
available on HP multifunction and single function printers. HP secure access solutions
include the following:
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January 10, 2013
Authentication and Authorization (For Job Release via PIN, Badge Readers, etc.)
•
Choose from a range of authentication methods, such as personal identification
number (PIN) code, proximity card, or smart card.
•
Integrate with many smart card operating systems including ActiveIdentity, Gemalto,
Oberthur, and other government card environments.
•
Restrict unauthorized users from devices, while giving administrators the ability to track
copying and digital-sending functions by employee.
•
Prevent malicious anonymous e-mail sent from MFP devices by pre-populating the
“from” and/or “to” fields based on the user’s ID or a pre-determined destination.
•
Integrate with existing user directories such as Active Directory and Lightweight
Directory Access Protocol (LDAP).
Pull Print/Secure Print/Follow-me Printing
•
Facilitate convenience printing by allowing users to retrieve print jobs when and where
they want on any enabled device within your corporate network
•
Achieve greater security and compliance by encrypting and storing print jobs until
authorized users are ready to retrieve their documents.
•
Boost environmental sustainability efforts by reducing unclaimed pages at the device.
•
Reduce “print and sprint” by providing confidentiality on print jobs sent to shared
devices as the individuals must authenticate before their jobs are printed.
Green Initiatives
We're committed to helping to build a cleaner future! As our business grows, we want to
make sure we minimize our impact on the Earth's climate. So we’re taking every step we
can to implement innovative and responsible environmental practices throughout Region 4
ESC to reduce our carbon footprint, reduce waste, promote energy conservation, and
ensure efficient computing and much more. We would like vendors to partner with us in
enterprise. To that effort, we ask respondents to provide their companies environmental
policy and/or green initiative.
28. Please provide your company’s environmental policy and/or green initiative.
Response:
HP Environmental, Health, and Safety Policy
HP is committed to conducting business in a manner that delivers leading environmental,
health, and safety performance. This is consistent with our commitment to corporate
citizenship, social responsibility, and sustainability.
Our goals are to provide products and services that are safe and environmentally sound
throughout their life cycles, conduct our operations in an environmentally responsible
manner, and create health and safety practices and work environments that enable HP
employees to work injury-free.
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January 10, 2013
To accomplish this, HP will do the following:
•
Meet or exceed all applicable legal requirements
•
Proactively reduce occupational injury and illness risks, and promote employee health
and well-being
•
Aggressively pursue pollution prevention, resource conservation, and waste reduction
in our operations
•
Design and manufacture our products to be safe to use and to minimize their
environmental impact
•
Offer our customers environmentally responsible end-of-life management services for
HP products
•
Require our suppliers to conduct their operations in a socially and environmentally
responsible manner
We achieve this high level of performance by integrating these objectives into our business
planning, decision making, performance tracking, and governance processes to make sure
we achieve and continually improve upon them.
Each employee has an individual responsibility to understand and support our
environmental, health, and safety policies and to actively participate in programs to make
sure our goals are achieved.
We believe our company must work with employees, suppliers, partners, and customers,
as well as governmental, nongovernmental, and community organizations to protect and
enhance health, safety, and the environment. We foster open dialogue with our
stakeholders to share relevant information and to contribute to the development of sound
public policy and business initiatives.
Environmental Sustainability and Initiatives
In 2011, the global population passed 7 billion on its way to a projected 9.3 billion by
2050—a rise that is creating many challenges. 1 None may be more critical than balancing
the demands of economic growth with the need for long-term environmental sustainability.
As more people strive for greater prosperity, we are facing increasing pressure to do more
with finite resources.
As the world’s largest provider of information technology (IT) infrastructure, software,
services, and solutions, HP is in a unique position to respond to this challenge. We see
unprecedented opportunities to transform the way the world lives and works—while
advancing our business and helping our customers thrive.
HP Eco Labels
The HP Eco Highlights label, introduced in 2008, helps
customers understand the environmental attributes of a
specific product, tool, or service. This label is part of a
company-wide commitment to reduce our environmental
footprint across the product life cycle.
1
“Total Midyear Population for the World: 1950–2050,” U.S. Census Bureau, International Data Base.
Accessed February 4, 2011, http://www.census.gov/ipc/www/idb/worldpop.php.
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January 10, 2013
Look for HP's Eco Highlights label on select products that meet stringent environmental
standards such as energy-savings and innovative material use. You can easily get
information on key environmental attributes including energy efficiency, packaging and
recycling information, in addition to qualifications such as ENERGY STAR®.
Aiming for Positive Impact
Positive Impact is HP’s drive to help conserve more than we as a company consume. We
are applying our scale, portfolio, and partnerships both to reduce our own environmental
impact and to help customers be more efficient and adopt more sustainable processes and
behaviors.
We are taking a two-pronged approach toward Positive Impact. First, we are improving the
efficiency of our portfolio, supply chain, and operations. Information and communications
technology accounts for approximately two percent of the world’s greenhouse gas (GHG)
emissions, a share that is expected to climb with population growth and expanding use of
technology. 2
By using less energy and other resources, HP and our industry can help keep these
emissions in check, as well as save money, spark innovation, lower reputational risk, and
open up new markets.
However, we see an even bigger opportunity in using technology to reduce the other 98%
of GHG emissions. Developing HP solutions that improve or replace current energy- and
resource-intensive processes and behaviors with more efficient alternatives is core to our
aspiration for Positive Impact.
Continuous innovation and collaboration with our customers and partners is central to how
we develop and apply these solutions. It is also vital to how we advance responsible
practices and standards across our global operations and supply chain as our business
grows.
Helping Customers Do More While Using Less
We are pioneering solutions that either improve on existing technologies or replace them
with more efficient alternatives, such as enterprise energy and resource management;
sustainable data-center projects; cloud infrastructure and services, such as MagCloud; and
other cloud-computing solutions.
Used effectively, technology can ultimately contribute to a net positive impact in the
consumption of resources and energy. A 2011 life-cycle assessment (LCA) issued by HP
on digital vs. offset book publishing offers a prime example. Compared with offset-only
printing, digital print technology makes it easier to better align printing with demand and
helps to reduce the book-return rate.3
This could reduce the potential environmental impact of producing and selling paperback
bestsellers by 17 percent in carbon dioxide equivalent (CO 2 e).
2
3
SMART 2020: Enabling the low carbon economy in the information age, page 17, 2008,
http://www.smart2020.org/_assets/files/ 02_Smart2020Report.pdf.
When printing 500,000 copies of a 240-page mono color paperback book, duplexed with 5% coverage. First
450,000 copies printing using the Timson Offset Press, with supplemental short runs of 1,000 copies using
the Digital T200 press. This assumes book return rate of 25% for offset printing, 5% for digital printing.
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January 10, 2013
As we aim for Positive Impact, we are delivering solutions to address key areas, such as
energy consumption, while investing in sustainable technology research and development
that help customers improve their lives or businesses and reduce their environmental
footprint.
Reducing the Environmental Impact of the IT Supply Chain
We embrace the challenge of improving environmental sustainability throughout our global
supply chain. HP is an industry leader in helping our product manufacturing, transport, and
recovery partners understand, improve, and report on their environmental performance.
Through collaboration with our partners, as well as industry and environmental leaders, we
can further reduce our extended
environmental impact.
We continue to expand our reuse and
recycling programs to improve availability,
reduce waste resulting from the operations,
and capture value from IT products at end
of life. For example, we have used the
plastic of more than 1.8 billion recycled
plastic bottles and plastic from recycled HP
ink cartridges to create more than 1 billion
new Original HP ink cartridges with our
“closed loop” cartridge recycling process.
By recycling these plastic bottles, we have diverted 24,000 tonnes of waste from landfills
and reduced GHG emissions equivalent to 17,000 tonnes of carbon dioxide (CO 2 ).
Addressing Our Own Environmental Footprint
Responsibly managing our own operations is a cornerstone of our commitment to
environmental sustainability. Across our global operations, we continually work to reduce
energy consumption, GHG emissions, paper use, water consumption, and waste. In 2011,
GHG emissions from our operations (not including travel) equaled a 20% reduction from
our 2005 baseline, meeting our goal 2 years early. Additionally, we completed energyefficiency initiatives at our client-serving (or “trade”) data centers that we project will save
approximately 13 million kilowatt hours (kWh) and avoid an estimated 7,200 tonnes of
CO 2 e emissions on an annual basis. That is the equivalent of removing 1,758 passenger
vehicles from the road for 1 year.4
4
U.S. EPA Greenhouse Gas Equivalencies Calculator. For details, see http://www.epa.gov/cleanenergy/energyresources/calculator.html.
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January 10, 2013
Vendor Certifications (if applicable)
29. Provide a copy of all current licenses, registrations and certifications issued by federal,
state and local agencies, and any other licenses, registrations or
certifications from any other governmental entity with jurisdiction, allowing
respondent to perform the covered services including, but not limited to licenses,
registrations or certifications. Certifications can include applicable M/WBE, HUB, and
manufacturer certifications for sales and service.
Response:
Service Standards and Certifications
HP’s strong focus on quality and process excellence enables us to provide the high-quality,
consistent support Region 4 ESC/TCPN can require.
Certifying to the following quality standards provides our customers several benefits:
•
SEI CMMI – provides essential elements for effective processes
Lower costs through improved productivity
Higher quality of service delivery
Greater transparency of delivery processes
Improved predictability of projects
–
–
–
–
•
•
ISO 20000 – defines requirements for IT service management
– Reduced long term costs through greater IT efficiency and process improvement
– Reduced business risk through rapidly recoverable IT services
– Higher rate of successful changes
ISO 27001 – provides guidance for adequate and proportional security controls
Assurance that systems are secure, leading to reduced risk of a security breach
Increased confidence in processes deployed
Reduced threat of a vulnerability being exploited
–
–
–
•
ISO 9001 – specifies quality management system requirements
Consistent service delivery leading to improved experience
Higher degree of satisfaction with services provided by HP
Continuous improvement in services delivered
–
–
–
•
•
SAS 70 Type II – improves and streamlines the control audit process
– Reduced risk of doing business with HP
– Safeguards against misuse of financial information
– Improved visibility to HP’s processes and controls
BS 25999 – provides a basis for developing and implementing business continuity
Reduced risk and impact of business disruptions
Faster restoration of service in the case of disruptions
Increased predictability of services delivered by HP
–
–
–
Performance Management
HP uses the following project performance management practices for client engagements:
•
Lean Six Sigma—project management practices that facilitate and improve efficiency.
We have several hundred employees with black, green, and yellow belts of Lean Six
Sigma certification.
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January 10, 2013
•
Quantitative Process Management—rigorous processes that monitor program quality
and ensure we take all corrective action needed to meet program Service Level
Agreements.
Technical Staff Certifications
HP technical staff members have access to hundreds of training resources that cover a
wide range of skill sets, IT certifications, and courses related to tools, methods, and
technologies. Additionally, Technical Career Path Career Development and other
technology-specific roadmaps identify curriculum paths. These paths help keep technical
professionals up-to-date on the ever-changing technology required to meet the needs of
our customers.
The HP team of professionals creates customs solutions using a comprehensive set of
integrated offerings. The team also offers Region 4 ESC/TCPN a wide spectrum of skill
levels.
Upon contract award and technician determination, HP can provide confirmation of current
training, certification and other licensure for the relevant staff members. For HP devices,
HP is the manufacturer and all service technicians dispatched to perform service are
therefore authorized to provide the service proposed.
HP's process for managing and maintaining certifications in compliance with OSHA and
DOT regulations is contained in HP's Global Environmental Health and Safety (EHS)
Assurance Program. HP's EHS program provides verification to HP Management that HP
operations are: effectively managing EHS risks, meeting internal performance standards,
and are in compliance with country, state and local regulatory requirements.
There are two main elements to the EHS Assurance Program – self-assessments and
audits. HP managers are responsible for measuring the results of their EHS programs and
for identifying areas for improvement through EHS self-assessments. Independent
verification of the effectiveness of local and business EHS programs is done through the
company-wide EHS audit program.
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January 10, 2013
Tab 4 – Evaluation Criteria Questionnaire
(App I)
Response:
Please refer to the completed Evaluation Criteria Questionnaire.
Page-61
EVALUATION QUESTIONNAIRE/SELF CHECKLIST
Products/Pricing (40 Points)
1. Are all products and services being proposed listed under APPENDIX E on a corresponding
electronic device?
X Yes
No
2. Is there a price list for all available products/services on a corresponding electronic device?
X Yes
No
3.
Did you provide the warranty information that is offered by your company?
X Yes
No
4. W ill customers be able to verify they received the contract price?
X Yes
No
Please explain how they would verify the contract price.
Response:
Contract price can be verified using the current HP List Price which can be accessed via the public
domain at: http://h18000.www1.hp.com/showroom/ipl.html.
5. W hat payment methods do you accept?
A. Check, Credit Card
B. ACH/FTE payments
Response:
Payment options vary between the HP Financial Services (HPFS) business unit that will be
providing the hardware lease/equipment financing and the HP Partner Managed Print Services
(PMPS) group that will be providing the ongoing account management and MPS services.
Payment options include check, credit card, and ACH/FTE payments.
Performance Capability (30 Points)
1. Did you indicate which states you can deliver to under APPENDIX E, Question 1?
X Yes
No
2. W hat is the capability of your company to respond to emergency orders?
Please explain what actions you would take.
Response:
A Customer Service Representative (CSR) assigned to the Regions account oversees the order
fulfillment activities from the point of order entry and acceptance, to invoicing and delivery. This
includes acting as a liaison to escalate emergency orders. Manufacturing will determine their ability
to address an emergency request and provide an ETA back to the CSR within 24 hours. The ability
to expedite emergency orders is dependent upon the current manufacturing volume and available
resources to meet a specific request.
Regions will also have access to a designated Inside Sales Representative (ISR) who can also act
as a point of escalation to own your issues with the internal HP resources until a resolution is
achieved.
Business Continuity
Every HP manufacturing facility, as well as other critical HP business entities, has developed a
comprehensive, site-specific Business Continuity Plan (BCP) to address preparedness and
response for such emergency events as severe weather, operational threats and natural disasters.
These plans are intended to minimize the impact of emergencies and to ensure that vital
manufacturing, distribution and support operations continue in the event of a disaster or prolonged
business disruption.
Manufacturing and Distribution Continuity
Should a disaster occur at one of its facilities, HP has multiple manufacturing sites around the world
that can provide emergency production capability. The rebalancing of manufacturing is enabled by:
Redundant Information Systems: HP’s global information network provides visibility and access to
vital manufacturing and distribution information such as product build schedules, supply chain data,
and customer order and shipment status. This information can be maintained in an emergency from
one or more designated backup facilities.
Process Matching: The ISO certification of all major HP manufacturing and distribution facilities
ensures that processes and procedures are thoroughly documented and standardized. These
measures enable alternate sites to quickly modify build plans and capacity in order to handle
additional workloads.
Redundant Distribution Methodology: As with information systems, HP’s distribution methodology is
redundant and “virtual.” Distribution flow can be controlled from multiple manufacturing and
distribution locations
Call Center Continuity
In addition to the backup capabilities in HP’s manufacturing and distribution operations, HP has
redundant call center capabilities to ensure that customer support functions are not interrupted in
the event of a disaster. Globally, HP has 105 networked response and operations centers, which
are capable of transitioning calls seamlessly, whether to adjust for continuous call management
across time zones or to address emergency site backup requirements.
Urgent Service Needs
Should TCPN members need an urgent equipment repair or service, HP will do all we can to
accommodate the request as quickly as possible.
3. Please provide your company’s average fill rate over the last three fiscal years.
1) >90%
2) >90%
3) >90%
Response:
While HP tracks our manufacturing and order fulfillment processes in numerous ways, including fill
rates, to best monitor our internal process objectives (i.e. not publicly published), the ultimate
external goal is to deliver hardware to our customers within 90 percent of the standard order cycle
timeframes quoted for specific configurations. In the category of printers, orders are typically fulfilled
within 95 percent of quoted order cycle timeframes.
4. Please provide your company’s average on time delivery rate over the last fiscal year. >90%
Response:
HP strives to meet a minimum 90 percent on time delivery order fulfillment objective across all
hardware categories. Please note that printer orders are typically fulfilled within 95 percent of the
quoted order cycle times. To meet the objectives, the following assumptions are asserted for any
quoted order cycle times:
•
Cycle times are dependent upon an accurate customer supplied 90 day rolling line item level
forecast (frozen from week 2 previous month)
•
Cycle times are in business days. They exclude weekends and holidays
•
Cycle time is defined as the duration, in business days, from receipt of a clean/creditapproved/valid order by the HP Customer Services Team, to the date the product is shipped via
an HP carrier
•
For orders received after the 2PM CST order cut-off time, add 1 business day
•
First Article (Proof Of Concept) Units have been completed and accepted in writing, when
applicable
•
If an order consists of forecasted and non-forecasted product the entire order is considered
non-forecasted, therefore the outlined cycle times do not apply
•
Ship complete order cycle time is the longest order line item product cycle time plus one
business day
•
Cycle times do not apply to critical shortages or end of life products
5. Does your company agree to the following statement on shipping charges “All deliveries shall be
freight prepaid, F.O.B. destination and shall be included in all pricing offered unless otherwise
clearly stated in writing.” ?
X Yes No
If not please explain.
6. W hat is your company’s return and restocking policy? Are there any applicable fees?
Please provide a brief description and example.
Response:
HP is committed to customer satisfaction and values our relationship with State and Local
Government and Education Customer. To show our commitment, HP is providing a goodwill right to
return, or exchange unused products within 30 days from receipt of the product. HP does not
charge a restocking or handling fee for product returned within 30 days. It’s at HP’s sole discretion
to accept return products after 30-days. If a product return is accepted after 30 days a restocking
fee may apply. If applicable, minimum is $15 per unit with the customer paying for return freight.
Please see section VII. Service / Help Desk (main RFP 12-56) to view the detailed HewlettPackard Company - State and Local Government and Education Customer Return Policy
7. W hat is your company’s history of meeting shipping and delivery timelines?
Response:
HP has averaged greater than 90 percent on-time delivery rate for the past fiscal year.
8. W ill your company be able to meet the one year warranty guarantee as stated on page 16
under pricing?
X Yes
No
If not, please explain.
9. Did you provide your company’s information regarding your customer service department as per
APPENDIX E, Question 15? X Yes No
10. W hat is your company’s current invoicing process?
Response:
HP Partner Managed Print Services
HP invoices for service, supplies, and support on an all-inclusive cost-per-page basis. TCPN costs
are based on a single black and/or color page rate per printer engine. Invoicing typically takes place
quarterly in advance and is itemized by asset. Invoices can also include grouping by location and
or department where requested. Hardware-only leases are billed separately, typically monthly,
through the leasing entity.
11. Did you indicate how your company will implement the contract as per APPENDIX E,
Question 20, and is it appropriate?
X Yes
No
12. Did you provide your Dun & Bradstreet number? X Yes
No
13. Did you provide information on your website and on-line ordering capacities as per
APPENDIX E, Question 14? X Yes
No
Qualification and Experience (20 points)
1. W hat is your company’s reputation in the marketplace?
Response:
HP has a longstanding commitment to quality and customer satisfaction that earns widespread
recognition from customers, trade publications and industry associations. An acknowledged leader
across the full spectrum of IT products and services, the growth and success of HP are based on
the extraordinary loyalty of over one billion customers worldwide.
Industry analysts, media, resellers and customers have long recognized the HP tradition of product
and service excellence. HP wins hundreds of awards annually and is featured prominently in
leading business and technical publications. The consistently high number of product awards
received each year is testimony to breadth, quality and innovation of the HP technology portfolio.
Recent recognition of HP corporate leadership in the areas of quality, environmental protection,
supplier performance, communication and business strategy can be found at:
http://www.hp.com/hpinfo/newsroom/.
HP Market Leadership and Recognition
HP printing and imaging solutions consistently earn rave reviews both from customers and from
industry experts. As HP has continued to deliver industry-leading printing and imaging solutions, HP
innovation, performance, and reliability have been recognized around the world. HP is proud to
share these honors and awards and considers them an inspiration for the ongoing HP efforts to
deliver printing and imaging that improves the way the world communicates.
The Power of HP
When Region 4 ESC/TCPN partners with HP, Region 4 ESC/TCPN partners with the world leader
in imaging and printing technology. HP quality, reliability, integrity, and innovation provide a solid
foundation Region 4 ESC/TCPN’s business.
A history of technological leadership: HP is rooted in invention. As one of the first successful
technology companies, HP has a history of creating winning solutions in a variety of fields. As
pioneers of and as advocates for imaging and printing solutions for the consumer, commercial, and
industrial marketplace, HP knows the technology inside out. Region 4 ESC/TCPN can trust in HP to
share that expertise, combine it with Region 4 ESC/TCPN’s innovation, and produce solutions that
work for Region 4 ESC/TCPN.
HP Technology Leadership
Research and Development
HP returns a substantial percentage of its earnings back into research and development. What this
means for imaging and printing solutions is that HP is not satisfied with what we have. HP is
committed to working to incorporate new technologies into the HP development to provide solutions
others may not have imagined.
“Innovation has been, is, and will continue to be the core of Hewlett Packard. We've
been making focused R&D investments to strengthen our portfolio for years to
come… spending $16 billion on R&D over the past five years.”
 Cathie Lesjak
CFO and interim CEO
28 September, 2010
New Printing Innovations that Digitize the Office, Help Reduce Costs
On October 30, 2012 HP announced new HP Officejet Pro
and HP LaserJet printers and content management
solutions designed to redefine business and government
printing by enabling customers to reduce costs, increase
efficiency and digitize the office.
The new offerings represent the
largest upgrade to HP's commercial
printers in almost a decade, signifying
the integration of intellectual property
(IP) and innovation from across the
organization.
"Our customers need innovative technology tailored to their
workflow that is simple and effective, and helps them
conduct business," said Todd Bradley, executive vice
president, HP Printing and Personal Systems. "HP is
offering new ways to print that have not previously been possible—with superb speed and
performance to drive a new level of office efficiency."
HP Officejet Pro: Outstanding speed, quality, reliability and cost efficiency for SMBs
HP Officejet Pro X Series desktop printers and multifunction printers (MFP) deliver up to twice the
speed at up to half the printing cost compared with color laser printers in their class.(1, 2) This new
class of devices is powered by HP PageWide Technology, the next-generation inkjet platform that
sets a new standard for small work team printing. It offers small and medium-sized businesses
(SMBs), remote offices and branch offices high-quality documents at up to 70 pages per minute.(3)
For more information see the attachment HP PageWide Technology White Paper.
HP LaserJet and cloud-based solutions digitize the office, simplify data access
The creation of vast amounts of business and government data means customers need a way to
streamline how information is managed and accessed. The HP LaserJet Enterprise flow MFP
M525c and HP LaserJet Enterprise color flow MFP M575c offer higher-performance document
processing and sharing. This provides an ideal on-ramp to the digitized world with premium
scanning and data entry that speed the transition from a paper to digital office.
The HP flow MFPs can be integrated with content management solutions based on software from
Autonomy, an HP Company, either on-site or via the cloud. By pairing HP printing technology with
Autonomy solutions, customers can access, organize and leverage information in documents,
audio, video, email and web pages.
HP Innovations in Office printing to increase productivity
Organizations of all sizes can address the need to increase productivity while reducing the
complexity of their printing environment.
For SMBs looking to increase office efficiencies with fast, powerful prints, HP is offering two
additional series of HP LaserJet Pro printers. HP also is introducing new and enhanced document
workflow solutions along with HP LaserJet Enterprise series printers that simplify productivity in
enterprise organizations. For workers on the go, HP now offers greater access to print from cloudbased applications, incorporating Google Apps mailbox support through its HP ePrint Enterprise.(4)
For improving workflow through targeted customer communications across print and electronic
channels, HP is offering HP Exstream LiveSite Connector and HP Claims Correspondence 2.0. HP
Exstream LiveSite Connector combines solutions from Autonomy and HP Exstream to offer
consistent, analytics-based, targeted customer communications. HP Claims Correspondence 2.0
reduces claims-settlement cycle time, provides faster correspondence processing and improves
online awareness of claims status by uniting document content with people and processes.
Additional information about today's announcements is available at www.hp.com/go/FallBizPrinting.
The HP Industry Reputation
High quality, reliable HP products and services enjoy worldwide confidence and trust. Customers
show that confidence by buying HP products repeatedly. In the imaging and printing marketplace,
HP solutions are taking full advantage of the digital revolution that makes tomorrow's market
digitally worldwide and accessible to all.
Corporate Citizenship
Taking on the world's most critical challenges the HP Office of Global Social Innovation helps share
HP talent and technology where they are needed most. With our powerful combination of
enthusiastic people, innovative technology, and international presence, we focus on the areas
where we can make the biggest impact: education, entrepreneurship, health, and community
involvement.
•
Teaching tomorrow's leaders—We're working on breakthrough solutions to advance science,
technology, engineering, and math education. And we're extending our technology to help
ambitious entrepreneurs and small business owners across the globe.
•
Launching the next generation of entrepreneurs—We inspire business pioneers in underserved
communities around the world, providing essential business skills training through the HP LIFE
(Learning Initiative for Entrepreneurs) program. We're also encouraging students eager to bring
their own promising business ideas to life.
•
Healing ailing health systems—Through our partnerships, technology, and electronic and
mobile health solutions, we're dramatically changing global health for the better in developed
and developing countries—making improvements that save thousands of lives.
•
Serving communities in need—We encourage our employees to use their unique skills, passion,
and creativity to help improve the quality of life for as many people as possible.
2. W hat is the reputation of your products and/or services in the marketplace?
Response:
HP Partner Managed Print Services
HP’s Partner Managed Print Services is the top choice for exceptional, white-glove service
execution. This fact is supported by our 91 percent first-time fix rate and our 96% client retention
rate.
High quality, reliable HP products and services enjoy worldwide confidence and trust. Customers
show that confidence by buying HP products repeatedly.
Product Leadership across the Board
HP’s market leadership spans a broad range of solution areas. With a number-one market share
ranking in several key IT product segments, HP holds a formidable competitive position that is
unmatched in the industry. In the imaging and printing marketplace, HP solutions are taking full
advantage of the digital revolution that makes tomorrow's market digitally worldwide and accessible
to all.
The following chart summarizes the market leadership position of HP in twelve product segments.
Leadership across the Board
Managed Print Services Leadership
•
HP’s established MPS strategy has generated a total contract value (TCV) of over $8.8 billion
with an estimated 600,000 devices under contract. Globally, HP has over 5,000 MPS clients
and TCV growth has been relatively strong across all regions.
•
IDC recognizes HP as a Leader in Managed Print Services. In December 2011, IDC, a leading
provider of IT research and advice, ranked HP as a leader in their MarketScape analysis; IDC
MarketScape: Worldwide Managed Print Services 2011 Hardcopy Vendor Analysis, IDC
#232135, December 2011
•
Gartner has positioned HP in the Leaders Quadrant in
their report, Magic Quadrant for Managed Print
Services, Worldwide. —Gartner Magic Quadrant for
Managed Print Services, Worldwide, Report ID #
G002230374, 24 October 2012
“Although HP can staff MPS sites, it relies less on onsite service than its competitors, and some customers
believe the remote approach is more efficient and
manageable.”
•
“HP puts a systematic focus on
supporting and streamlining the role of
the account delivery manager. The
result is that the account delivery
managers are better able to do their
job of managing the MPS engagement
and delivering on the commitments
the vendor made to the customer.”
Quocirca positions HP as a market leader in the Vendor
Landscape: Managed Print Services, March 2012. —Quocirca, Vendor Landscape: Managed
Print Services, Louella Fernandes, March 2012
•
HP is a leader in The Forrester Wave™: Managed Print Services, Q2 2012. —Forrester
Research, Inc., The Forrester Wave: Managed Print Services, Craig LeClaire, May 10, 2012,
60769.
3. Does your company have past experience with Region 4 ESC and/or TCPN members?
If so, please list them and their contact information (Up to five).
Response:
Our relationship with TCPN has spanned many years. HP established special pricing for HP
Supplies in November of 2010. The original deal had 30 SKU’s and is now up to 64 SKU’s. HP
works closely with TCPN resellers of choice (Office Depot, GovConnection, Gonzalez Office
Products, and Tech Depot) to educate them on programs to encourage growth of TCPN
membership. Examples of this include PurchasEdge Program, recycling programs, cost savings
measures w/printing and cartridge selection, and more. HP hosts annual reviews of supplies
business with TCPN management. TCPN executives have met with HP supplies management
team as well as other HP personnel have met with TCPN executives to review business and drive
ways to promote TCPN success.
Jason Wickel
President
888.884.7695
[email protected]
Tray Moses
Director of Operations/
Business Development
713.554.0557
[email protected]
Chris Penny
VP of Sales
713.554.0816
[email protected]
Jack Cutting
Contract Manager
713.775.9074
[email protected]
4. Did you list your key employees and their qualifications as per APPENDIX E, Question 6?
X Yes
No
5. Did you provide the locations and sales persons who will work on the contract as per
APPENDIX E, Question 6 & 7?
X Yes
No
6. W hat past experience does your company have working in the government sector?
Response:
HP’s current client portfolio includes city and county governments throughout the United
States. As such, HP fully understands the SLED industry and will leverage our knowledge,
best practices and approach to benefit TCPN members. Please find further information in
Item 14 of the main response document.
7. Did you provide information on working with cooperative purchasing programs as per
APPENDIX E, Question 24?
X Yes
No
8. Did you provide information on any litigation, bankruptcy, reorganization, etc. as per
APPENDIX E, Question 16?
X Yes
No
9. Did you submit at least 10 customer references relating to the products and services within
this RFP, with an equal representation coming from K12, Higher Education and
City/County/non-profits entities as per APPENDIX E?
X Yes
No
Value Add (10 Points)
1. Did you submit a marketing plan as per APPENDIX E, Question 17?
X Yes
No
2. Did you provide a national sales training plan as per APPENDIX E, Question 21?
X Yes
No
January 10, 2013
Tab 5 – Product / Services (App B)
It is the intention of TCPN to establish a contract with vendor(s) for Managed Print
Solutions (MPS). Awarded vendor(s) shall perform covered services under the terms of
this RFP and the contract terms and conditions. Vendor(s) shall assist the end user TCPN
member with making a determination of its individual needs, as stated below in the
document.
TCPN is seeking a service provider that has the depth, breadth and quality of resources
necessary to complete all phases of MPS. Vendors specializing in one or more of the
managed print solution services may clearly indicate and propose on those items only. In
addition, TCPN also requests any value add commodity or service that could be provided
under this contract. TCPN members are seeking contractors who possess licenses in their
states, where required to provide and perform the work as outlined in this document.
Managed Print Solutions is the management, service and support of the entire client
enterprise and output infrastructure of printed materials. This would include all devices
whether customer owned, leased through a third party, or directly with the manufacturers
leasing company. The leases could be coterminous or non-coterminous. It would also
include devices that were manufactured by the new supplier, as well as devices that were
manufactured by third parties. MPS takes into consideration attributes such as the current
infrastructure, all hardware, all existing leases, support, supplies, software tools and the
clients operational management model. MPS also reviews the client’s technology
usage patterns and user needs, as well as governmental compliance and client
focused concerns such as security, document management, and environmental
sustainability. The advantage of this approach is having a methodology, process and
template of how to manage an entire fleet end to end.
The ultimate goal for MPS is to provide the client with a solution that improves the print
process and reduces the expense of printed material. The client will drive the complexity of
the MPS solution required with a staged approach to implementation.
Proposers, at a minimum, should address the following components of MPS in their
proposal.
I.
Products, Services and Solutions
•
Provide a description of the range of products covered by your organization’s
MPS offering.
Response:
HP Partner Managed Print Services offers end-to-end print environment management
including device management and optimization, user management and print environment
reduction and improvement. HP is unmatched in our depth and breadth of print service
offerings.
Service and Supplies Management
As we manage your equipment, we provide service and supplies management including
break/fix, preventative maintenance, maintenance kits and toner replacement. HP’s whiteglove service ensures fast response times, minimal equipment downtime, and optimal
equipment life.
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January 10, 2013
Device Optimization
HP installs Data Collection Agents such as FM Audit to remotely monitor toner levels and
equipment status. Through our Quarterly Business Review process, we provide a
quarterly summary of your equipment environment and make recommendations on overand underutilized equipment, recommended replacements and other optimizations. We
also offer a robust device assessment, mapping and consolidation set of services to
maximize your print spend ROI.
Device and User Management
HP offers a comprehensive suite of solutions to manage your devices and users. These
include HP Web Jetadmin, HP IPG Security Center, HP Access Control and HP ePrint.
Improve Print Environment
HP’s offers to improve your print environment include EDM solutions such as HP Digital
Sending Software and HP Capture and Route. Our Business Process Outsourcing
offerings are HP Flow CM and Autonomy solutions.
HP will work with individual Region 4 ESC/TCPN members to identify their print
environment pain points and needs and match our robust offerings to their needs.
•
Proposer should describe their ability to manage an onsite print center for
eligible entities, if desired.
Response:
HP provides full support of in-house copier centers on HP-supported equipment. HP can
provide full service copier center staffing as part of an HP MPS program where there is
sufficient print volume and need. HP PMPS copy center services are typically provided on
Toshiba equipment through the HP/Toshiba alliance. Toshiba equipment supports a full
range of printing and finishing capabilities at speeds of up to 120PPM.
•
Describe your organization’s capacity to broaden the scope of the contract as
new technology, products, or services become available for MPS.
Response:
As illustrated in our robust list of service offerings, HP embraces and quickly evolves as
new technology launches. HP is an IT infrastructure company and Managed Print
Services (MPS) provider—both capabilities are important components in delivering
industry-leading, comprehensive solutions that are based on forward-thinking IT
architecture and design. HP’s contracts are flexible and designed to accommodate
ongoing changes.
Contract Structure
There are no page minimums or overages associated with the proposed HP solution.
The HP MPS contract is assigned at the account level; it is not a device-by-device
contract. The contract will itemize a single black and/or color page rate for each of the
printers and print engines to be included in the contract; this includes both existing printers
and replacement copiers (MFPs). The contract acts an umbrella service and supply
agreement for all relevant devices in your print environment and allows the scope of HP
device management to expand or contract as business needs and realities change.
Because the contract is made at the account level, Region 4 ESC/TCPN members will sign
a single agreement at the start of the contract and may then choose to add, move, or
remove individual printer engines from the service, support, and toner contract at-will.
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January 10, 2013
There are no monthly minimums required as part of the HP MPS contract and therefore no
overages.
•
State your organization’s delivery timeframes, by phase, from assessment
through implementation of managed print solutions.
Response:
We will kick off Region 4 ESC/TCPN project implementation and transition meetings
immediately upon contract award. Below is a high-level, basic outline of our process.
•
List all methods of ordering provided.
Response:
Equipment Ordering
Region 4 ESC/TCPN members have many avenues to purchase equipment. They can
purchase directly from HP. They can also leverage our extensive partner network
throughout the United States to purchase HP equipment. HP recommends purchasing
through the partner channel to gain maximum available discounts. When coupled with
HP’s Managed Print Services offering, Region 4 ESC/TCPN members will receive a further
discount on equipment purchases by going through their local or national partner of choice.
Service Requests
Service request lines are open Monday through Friday, 5:00 am through 5:00 pm PST.
The toll-free HP P-MPS service request line is 1-800-745-2025. 24/7 live dispatch lines are
also available to Region 4 ESC/TCPN as a low-cost, optional service.
Region 4 ESC/TCPN members can also request service via our 24/7 Web
portal: http://www.hp.com/go/mpsservice or e-mail [email protected] at any time
to schedule service or to request the status on an open service issue.
Page-74
January 10, 2013
•
Provide an overview of the technology that is utilized in your MPS offering.
Response:
HP’s service-related technologies leveraged in all MPS offering are as follows:
1. Fireball: PDA/Smartphone-based application for field service technicians that
integrates service and supply tickets, GPS, service vehicle inventories, customer service
histories, and our operations support tool. Fireball allows our technicians to open and close
service tickets and to report on deliveries and repairs in real time.
2. Orion: HP operations support tool and primary HP MPS management application. This
tool links data from the monitoring tools (and any manually collected configuration pages)
and combines the meter reads with service logging, asset tracking, and SLA requirements.
When clients report a service or toner request to HP, Orion provides real-time supply levels
and asset service histories. This tool also provides visibility, via GPS, into the nearest
service technician that can address the issue that is being reported and provides our
service group toner replacement forecasting based on device usage. Our Quarterly
Business Review (QBR) reports that provide lifetime reporting on service metrics and
device utilization are powered by this system.
3. Chronos: Specialized module of Orion that facilitates scheduling of indirect technicians
for service dispatch, toner management, and tracking for geographies where HP does not
maintain badged technicians.
4. FM Audit: Proactive device monitoring is primarily administered through FM Audit, the
designated HP remote monitoring utility (DCA). Automated service dispatch based on the
data collected through FM Audit is comprised of preventative maintenance tasks that
include proactive cleanings, toner, or service part replacement. Technicians may also
schedule a “call back” as a proactive follow-up to any issues noted during a service visit.
5. HP Web Jetadmin: HP Web Jetadmin provides a variety of alerting options standard to
a fleet management utility. The alerts include administrator notification on paper jams, error
events, maintenance related problems, and interval and/or threshold notifications.
6. HP Secure Erase: HP Secure Erase (disk overwrite) technology is provided with all
proposed devices and provides a choice of three different modes of disk erase (data
destruction) and security, each of which can be configured through HP's device
management software by an administrator and may be protected from unauthorized
changes with a password.
•
Provide your backorder policy.
Response:
In the event that product cannot be fulfilled within a quoted order cycle timeframe, your HP
Customer Services Representative (CSR) will notify the requisitioner or other designated
customer contact. The CSR will provide the anticipated delivery timeframe and will also
have visibility to the availability of other configurations should the customer wish to order a
different product if the anticipated timeframe is not acceptable. Since HP uses forecasting
to predict the ordering requirements of our customers, CSRs are usually able to proactively
notify customers of foreseen shortages or delays of their forecasted hardware and allow
ample time for customers to plan accordingly.
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January 10, 2013
II. Assessment Phase
•
Describe in detail your organization’s assessment process and how it is
scalable to meet the needs of the eligible entities.
Response:
HP will begin project planning, priorities, and print policy strategy immediately upon
contract award. As leases expire or equipment is needed, HP will conduct full
assessments and facility mapping in each location as we sticker all of your current devices
with HP service tags.
HP has conducted thousands of Managed Print Services assessments resulting in
optimized and improved future state designs and MPS programs for our clients. The best
practices design approach used by HP is based on principles of assessment,
management, optimization, and improvement to right-size a client’s print category
management, printing policies, and printer fleet. These principles are the core components
of the proposed HP approach.
These assessment findings are key to standardizing equipment for a future-state design,
reducing costs and creating efficiencies across the Region 4 ESC/TCPN locations.
Transition and Assessment Process
HP’s intent during the transition and assessment process is to capture both the physical
location of each print asset and as much data as possible concerning its usage, including
any specific or relevant facility requirements as conveyed to each of the auditors during the
facility walkthroughs. HP has defined processes and systems that we use to work with
assessment data during the solution design and optimization process and we want to
ensure a structured assessment takes place in each of the Region 4 ESC/TCPN locations
to facilitate the utilization of our established systems. The following process will be followed
during the assessments:
Preparation:
•
In order to standardize the data collected from each team of auditors, we will provide
checklists for each facility that they will need to finalize during audit completion. Prior to
each facility walkthrough, we will modify standard HP assessment checklists to provide
our auditors with Region 4 ESC/TCPN “verification” lists that will be based on
assessment data that will be collected electronically prior to the assessment start date.
•
Along with the assessment checklists, the HP auditors in each location will verify the
physical location of each asset as is and record any new or missing assets and add
notes concerning the status of various exception assets in each facility (broken, out of
scope, brand new, etc.)
•
HP will collect and print floor maps from Region 4 ESC/TCPN that will be provided to
the auditing teams.
Phase 1 Prioritized Locations:
•
The inspection, cleaning, and auditing process requires approximately 15 minutes per
device.
Preventative Maintenance and Asset Tagging:
•
HP Asset Tags (service stickers) are provided to the technicians and auditors that are
assigned to clean, inspect, and transition current Region 4 ESC/TCPN assets to HP
management.
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January 10, 2013
•
The technicians will perform a preventative maintenance inspection and cleaning on
each device and bring any immediate repair requests to Region 4 ESC/TCPN’s
attention to evaluate what needs to be done to bring the new asset up to enrollment
standards prior to commencement of the HP contract.
Assessment and Data Processing:
•
The auditors will collect configuration pages (where possible) and manually plot all
discovered printers, MFPs, and copiers on the provided floor maps.
•
Following audit completion, HP will convert the configuration pages and paper-based
maps into interactive electronic asset maps in our standard optimization system. We
will then created the digitized versions in order to provide clearer detail and correlated
device data for each Region 4 ESC/TCPN asset in every in-scope facility.
•
We will assign facility zones in each location and will label and assign a unique color to
facilitate discussion and to track future design and optimization activity. Every current
asset will be labeled with a unique, abbreviated facility and assessment ID that
correlates to the audit checklists described above.
HP will scale our process and leverage additional resources as needed to accommodate
the needs of all eligible entities.
•
Respondents are encouraged to provide actual examples of a public sector
customer assessment and how it was used.
Response:
County Government
A county government approached HP seeking recommendations for optimization, an
estimate of the usable life of their existing fleet, and ultimately a vendor to partner with for
Managed Print Services.
HP conducted a 30 day assessment by installing a Data Collection Agent (DCA) called
FMAudit. HP also traveled to the client location and completed a through onsite
assessment. The assessment recommendations replaced the copiers with new MFPs and
allowed the county to streamline from multivendor support to HP as the single vendor.
As a result of the assessment, HP reduced a section of their fleet from 156 to 63 devices
and lowered their total cost per page by 42 percent.
•
List any charges for assessment, if any. Charges should be listed as separate
rates with hourly labor charges for each component.
Response:
HP’s insightful and cost-saving assessments are included as a value-add in our overall
cost per page; therefore, there are no additional charges or hourly labor rate.
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January 10, 2013
III. Implementation Phase
•
Describe in detail your implementation program plan.
Response:
HP Sample Implementation Work Plan
Implementation Approach
For large-scope projects such as the implementation of an HP Managed Print Services
(MPS) program, success is often determined by the amount of appropriate planning that
takes place early in the engagement. One of the most important components of planning is
the clear definition of the roles assumed by HP and by your organization and the scope of
responsibilities for each.
Responsibility Assignment Matrix
The purpose of the Responsibility Assignment Matrix (RAM) is to assign departments
and/or individuals from HP and from your organization to designated project activities, to
define the responsibilities of each role, and to define the relationships between groups.
This matrix should be completed early in the lifecycle planning, prior to detailed resource
allocation and scheduling.
Overall goals of the matrix include the following:
•
•
•
•
•
•
Defining the roles and responsibilities of the project stakeholders
Improving overall project team and stakeholder communication
Proactively identifying gaps in assignments, accountability, or resources
Clarifying cross-functional interactions between project team members
Identifying project interdependencies with other enterprise initiatives
Defining project team interactions with supporting resources and departments
The table below provides a high-level illustration of responsibility delineation during a
large-scale site implementation. Note that the actual resources employed by our project
team and yours may vary from this example.
Legend
The below tables use abbreviations that have the following definitions:
•
•
•
R—Responsible
C—Consulted
I—Informed
Responsibility Assignment Matrix (RAM)
Work Breakdown Structure
(WBS)
HP Project
Manager
HP Hardware
Lead
HP Software
Lead
Client
1.0 Develop Project Plans
Develop WBS/Preliminary
Schedule
R
C, I
CI
C, I
Develop Resource Plan
R
C, I
C, I
C, I
Develop RAM
R
C, I
C, I
C, I
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January 10, 2013
(WBS)
HP Project
Manager
HP Hardware
Lead
HP Software
Lead
Client
Determine Project Controls
R
I
I
I
Determine Project
Organization
R
I
I
I
Determine Project
Communications
R
I
I
C, I
Determine Change Order
Process
I
R
Determine Project Escalation
Path
R
I
I
C, I
Determine Design Criteria
I
I
R
C, I
C,I
2.0 Develop Processes/Sub-Plans
Determine Equipment
Receiving Process
R
C, I
Determine Installation
Process
R
Develop Service Plan
I
R
C, I
Develop Supplies Plan
I
R
C, I
Develop Education Plan
R
Develop Device Tracking And
Reporting Plan
I
R
C, I
Determine Invoicing
Requirements
I
R
C, I
Develop Site Administration
Plan
I
R
C, I
Develop Web Jetadmin (WJA)
Plan
I
C
C,I
C, I
R
I
3.0 Implementation
3.1 Discovery and Design
Perform Device Discovery
I
R
C, I
Determine Asset Transfers
I
R
C, I
Develop Design
I
R
C, I
Review Design With
Customer
I
R
I
Develop Deployment Plan
R
C, I
C, I
I
3.2 Set-Up Remote Monitoring Appliance
Set Up Account Center
I
Test Remote Monitoring (RM)
I
R
C, I
R
R
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January 10, 2013
(WBS)
HP Project
Manager
HP Hardware
Lead
HP Software
Lead
Client
R
C, I
Appliance
Install RM Appliance
I
3.3 Install devices (iterative process, depending upon number of sites)
Order Hardware
R
I
Provide Staging Space For
Preinstallation
R
Inventory Hardware
R
I
Set Up IT Infrastructure (If
Required)
I
I
R
Set Up Print Queues
I
C, I
R
Manage Device Install
R
Install Device Drivers
I
Manage Device Uninstall
R
Perform Status Reviews
R
I
C, I
R
I
I
I
I
3.4 Training
Produce Training Materials
R
I
R
Schedule Training
Participants
Conduct Training
R
I
3.5 Install WJA
Set Up IT Infrastructure (If
Required)
I
I
R
Install Software/Configure
I
R
C, I
Training IT Administration
I
R
I
4.0 Close Project
Transition Site To Account
Delivery Manager
Legend—
R
C, I
R = Responsible
I
C = Consulted
I = Informed
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January 10, 2013
•
Provide your organization’s experience of implementing MPS with public sector
agencies. Respondents are encouraged to provide a detailed case study of
where your organization has implemented MPS with a public sector agency.
Response:
Please refer to the following case studies included in HP Appendix A:
•
•
•
•
General Mills
Pace University
Polk County Sheriff’s Office
Salt Lake Regional Medical Center
•
List any charges for implementation, if any. Charges should be either event
(one time) based or hourly with a statement of work.
Response:
Implementation charges widely vary based on product mix (hardware/software) and the
implementation scope. HP has included hardware implementation costs in our equipment
pricing list.
IV. Training for Client
•
Describe in detail the types of trainings your organization typically provides to
customers.
1. Does proposer offer on-site trainings?
2. Does proposer offer web based trainings?
3. Does proposer offer one-on-one trainings?
Response:
HP Training Services Overview
HP MPS Training for Your Employees
A significant technology or process change can have a noticeable effect on the workers in
your organization. HP can collaborate with you to develop and manage the execution of a
comprehensive training plan that educates and trains your end users, enabling their
positive involvement in the transition to the new output environment. The training plan can
include on-site, Web-based and one-on-one trainings.
HP can also provide training to a Helpdesk audience, Web Jetadmin users, and can host
Train-the-Trainer events. Train-the-Trainer events can be customized to meet your specific
needs.
Based on the proposed services, output devices, and your organization’s current
environment, HP can identify the knowledge and skills that your employees need. HP can
work with you to develop a training plan that allows you to realize the full value of newlyimplemented hardcopy technologies, software, services, and processes, thus optimizing
productivity and effectiveness for your users.
A typical training plan for our recommended MPS program can include the following:
•
•
Documentation of training needs
Specific training solutions
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January 10, 2013
•
•
Notification of training schedules
Identification of the personnel to be trained
HP recognizes that each user may benefit from a different learning approach; therefore,
HP can structure training to be delivered through a variety of methods that range from free,
basic device walk-around training and self-help tools to more formal, fee-based training
services delivered by HP Education Services.
Initial Training and Self-Help Tools
Walk-Around Training
As devices are installed and configured, the installation technicians conduct informal walkaround training that covers the key features and benefits as well as performance
capabilities of the new device including basic copier, fax, printer, and scanner features, as
applicable. This is a high-level overview training designed to provide a basic understanding
of the device functionality such as how and where to load consumables, how to clear paper
jams, how to access toner cartridges for changing, and simple front-panel tutorials.
End-User Project Orientation
Job aids include step-by-step instructions on the use of the common functionality of each
device. Job aids can also include Web addresses for additional information on each device
and contact information for customer-service related issues. Job aids are distributed to end
users and posted at each device. HP also supplies you with an electronic copy of the job
aids. Job-aids can be found under the Manuals section for each HP printing and imaging
device in the Business Support Center. Copy, fax, print, and scan job aids, as well as
control-panel posters are available for download from the HP Business Support Center
Web site: http://www.hp.com
HP Flash-Based Training
End users can access animated HP flash-based training anytime, this includes animations
on most user issues surrounding the use of HP multifunction printers. The training is
available from the HP Web site: http://www.hp.com/go/usemymfp
Formal Training—HP Education Services
HP Virtual Classroom
The HP Virtual Classroom (HPVC) is a live, interactive web-based and instructor-led
training environment. It allows live application sharing and enables students to see exactly
what is on the instructor’s desktop. Training delivery tools include slides, live screen
sharing, and Flash animations/simulations as well as surveys, chats, and threaded
discussions. In addition, web-based simulations built in Macromedia Flash can be opened
on each student's desktop for individual exploration and practice. Training can be
customized to fit your unique needs and configurations. There is also an option to record a
webinar session, which can be made available in a Windows Media Video (.wmv) or an
Audio Video Interleave (.avi) file format used for unlimited playback.
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January 10, 2013
Example of the HPVC Environment
Onsite Classroom Training
Onsite Classroom training method utilizes a combination of face-to-face, instructor-led
presentations and demonstrations, and hands-on practice. These sessions can be
customized to meet your specific business needs and configurations.
Training Audience and Sample Curriculum
The training curriculum for eMentor, Virtual, and Onsite Classroom training is designed for
end users, power users, first-level technical support, and Helpdesk audiences using or
supporting HP LaserJet Printing and Digital Imaging devices, services, and solutions. The
course-description and course-objective matrices are generalized to most HP LaserJet
multifunction printers. The content and learning objectives can be customized based on
any HP printing or imaging device, as well as your specific business needs. Please see the
below table for specific training availability.
•
End-User Course—Upon completion of a typical end-user course, students are able to
use the printer driver software allowing them to take full advantage of advanced
functionality. In addition, students can use the Multifunction Printer (MFP) features,
such as the copy module to make walk-up copies, and the digital sender module for
scan-to-email or scan-to-fax functionality.
•
Power-User Course—Upon completion of a typical power user course, students are
able to complete all of the end-user tasks set forth above as well as perform basic
maintenance tasks such as clearing paper jams and replacing consumables.
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January 10, 2013
•
Technical and Helpdesk Course—Upon completion of a typical technical Helpdesk
course, students are able to complete all of the end-user and power-user tasks as
described above as well as perform basic troubleshooting, problem verification, and
problem isolation using various references, resources, and tools.
Training Curriculum
Objectives Matrix by Audience
Describe the features and functions of a LaserJet MFP
Identify the main hardware parts of the MFP
Make copies using the Automatic Document Feeder (ADF) or
copy glass
Utilize copying features from the control panel such as
reduce/enlarge, double sided, and stored-job creation, and so
forth
Perform Scan to Fax and/or Scan to Email
Use the Print Driver to access the networked printing features of
the MFP, such as double-sided printing, booklets, stapling,
multiple pages on a sheet, and job retention
Identify and use all available end-user training and support
resources such as job aids, web sites, and user guides
Load Paper and set paper tray size guides
Clear Paper jams
Identify and Replace Toner/Ink Cartridges, if appropriate on
applicable models
Identify and Replace Staple Cartridges, if appropriate on
applicable models
Update firmware, if appropriate on applicable models
Use the Embedded Web Server (EWS) to remotely diagnose
and monitor printer status, supplies, and error messages
Identify and use all available support and maintenance
resources such as service manuals, web based information,
and HP Support, to isolate and troubleshoot LaserJet MFP
issues
Use on-board printer diagnostics such as menu Maps,
Diagnostic pages, Printer Usage pages, and Diagnostic reports
to isolate and troubleshoot LaserJet MFP issues
Perform appropriate steps to gather information, verify a
problem, and attempt to resolve prior to escalating to HW repair
or to HP
Web Jetadmin Topics, if applicable and exact topics are to be
discussed with customer
End
User
Power
User
Tech/
Help
Desk
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
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January 10, 2013
HP Web Jetadmin Training
HP Web Jetadmin training can also be provided to Technical or Helpdesk users via the
HPVC or through onsite training. The duration and depth of the course depends on the
needs of your organization. A sample curriculum of a typical Web Jetadmin course is
shown below:
Creating Templates
•
•
•
•
•
•
Device Group Management
Multiple Device Configuration
Subgroups
Auto-grouping
Auto-configure
Pushing templates
Active Monitoring
•
•
•
•
•
•
•
•
•
•
•
•
•
Site Mapping
Checking Device Status
Device Configuration
Editing the Printing Shortcuts
Media Administration—Configuring paper types
Tray Administration
Remote Control Panel
Checking Consumables Status
Diagnostics
Using Embedded Web Server Pages
Upgrading Jetdirect Firmware
Upgrading Printer Firmware
Setting HP Jetdirect Alerts
Report Generation
•
•
•
Report Generator configuration
Collecting data
Generating Graphs and Reports
Discovery
•
•
•
•
Discovery Overview
Discovery mechanisms
Managing the Device Cache
Device Searches
•
List any charges for initial or on-going training, if any.
Response:
In-person/on-site initial key-operator training is provided free of charge with the installation
of any new assets. Phone-based, ongoing key-operator training related to questions
concerning specific devices functions is also provided free of charge through the HP
National Technical Support group located in SLC, Utah. Variations to standard training
(including classroom-based training and access to the HP eMentor system) carry separate
charges and will vary depending on the type of training selected.
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January 10, 2013
•
If your company uses an alternative methodology for pricing training, please
provide.
Response:
Variations to standard training as mentioned above are treated as special projects and are
designed to provide you with the optimal service and training package to meet your training
needs. Because needs vary between member organizations, these special projects will be
scoped in conjunction with key stakeholders within each member organization and priced
to quote. HP approaches our project-based pricing for training as a low-cost, value-added
service designed to improve customer satisfaction and usability of HP’s products.
V. Fleet Management
•
Include all cost options for on-site full-time, part-time, first service responder,
consumables, etc.
Response:
Cost options for full-time or part-time, on-site dedicated resources will vary based on
geographies and scope of on-site services required. First-service responder resources,
according to SLAs, are included with our provided cost-per-page pricing and will be HPbadged or HP Service Network technicians.
•
In addition, list separate costs, if any, to manage legacy installed devices from
other manufacturers such as installing, moving, adding, changing and disposing
of contracted devices.
Response:
According to standard SLAs, hourly services regarding the installation, moving, adding,
changing and disposing of third-party devices will be treated as a special project and will
be quoted accordingly based on product mix and scope. Base hourly rates begin at
$125/hour.
•
Management of legacy devices does not include parts, labor or supplies.
Response:
HP understands and accepts this requirement.
•
Define how your technologies will guarantee document security and privacy.
Response:
HP MFPs allow print, copy, fax, and scan functionality to be restricted (one-at-a-time or all)
and require user authentication at the device via a group or individual PIN to access the
functionality. Optional software and HID badge readers can be added to HP MFPs in order
to require integrated identity management prior to granting user access to these device
functions. This functionality provides an increased level of confidentiality and document
secure that helps minimize risks and increases security.
HP is also the only company with a National Institute of Standards and Technology (NIST)
Approved Security Checklist for its MFP devices. HP MFP devices have been Common
Criteria Certified at EAL3, the highest level of any MFP device. HP provides wizards and
batch configuration tools to help make sure all devices are correctly secured. HP devices
include advanced built-in network security including IPv6, SNMPv3, HTTPS, Secure IPP,
and 802.1X authentication as well as optional IPSec capability.
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January 10, 2013
All recommended devices can be username and password protected to prevent malicious
access to remote administration functions. The device control panels can also be locked
down with multiple levels of security to prevent tampering at the MFP.
HP Secure Erase (disk overwrite) technology provides a choice of three different modes of
erase security, each of which can be configured by an administrator and may be protected
from unauthorized changes with a password. The three erase security modes are:
•
Secure Sanitizing Erase mode: Conforms to the U.S. Department of Defense 522022.M specification for deleting magnetically stored data. Secure Sanitizing Erase uses
multiple data overwrites to eliminate trace magnetic data and also prevents subsequent
analysis of the hard disk drive’s physical platters for the retrieval of data. For an
explanation of the erase algorithm implemented, see Section 4, Specifications.
•
Secure Fast Erase mode: This mode completes the erasure faster than Secure
Sanitize mode. Secure Fast Erase mode overwrites the existing data once, and
prevents software-based “undelete” operations on the data.
•
Non-secure Fast Erase mode: The quickest of the three erasing modes, , Non-secure
Fast Erase mode marks the print job data as deleted, and allows the MFP’s operating
system to reclaim and subsequently overwrite the data when needed.
VI. Administration
•
Describe any continual process improvements that your organization puts
in place for customers.
Response:
Quarterly Business Reviews (QBRS)
HP manages, measures, and provides ongoing cost savings throughout the life of the
MPS contract through a quarterly process improvement approach called the HP Quarterly
Business Review (QBR). To provide active reporting and asset management, HP catalogs
device utilization and service performance through a service system (CRM) known as
Orion. Orion serves as the central data repository for user generated service requests,
data gathered from our remote monitoring utility (DCA), and technician statistics related to
service performance.
The data compiled in Orion provides the dashboard content that is collected and reported
via the Quarterly Business Review (QBR) process. Service performance is reported in the
‘Service Statistics’ section of the quarterly report. Multiple charts and tables are also
provided as supporting data that forms the basis of a "device watchlist" report where,
every quarter, HP will recommend relocating, retiring, replacing, or repositioning existing
assets to provide ongoing improvement, over time.
Through our QBR process, we will also present print-reduction solutions to improve our
customers’ print environment and reduce costs.
Ongoing Optimization
Active management of a printer fleet, over time, requires both HP and Region 4
ESC/TCPN to be engaged participants in the improvement process. As HP and Region 4
ESC/TCPN review the specific challenges and dynamics of your environment together, HP
will approach improvement using the following three-phase approach:
Optimize: Audit, consolidate, and right-size the fleet (retire legacy printers) in order to
balance the printing fleet, eliminate currently owned print devices, and to move pages to
MFPs where possible.
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January 10, 2013
Manage: Regularly review the service history, utilization, and performance history of
devices to recommend retiring, relocating, or replacement of devices where appropriate
through the HP QBR process.
Improve: Evaluate available software tools and new output technology through the HP
QBR process to facilitate decision making regarding the installed printer fleet and to look at
ways to reduce page volumes or drive down costs where possible.
•
Detail any innovative ways that your organization helps eliminate
unnecessary printing; reduce carbon footprint usage, waste, etc.
Response:
HP EcoSMART Fleet is an extension of HP Web Jetadmin device management software.
HP EcoSMART Fleet provides powerful enterprise environmental assessment,
management, and reporting for your HP imaging and printing devices. From one intuitive,
easy-to-use interface, you can see your energy and resource use and how to adjust your
habits and settings to do what’s right for the environment and your business.
With HP EcoSMART Fleet, you can:
•
Monitor, manage, and control the impact of your printing and imaging environment
•
Use real-time data collection to create scenarios to study, and capitalize on, the
functions within your printing devices that control energy, carbon footprint and papersavings
•
Collect data, control settings and create useful reports to establish and achieve
environmental goals
HP Access Control
HP also deploys HP Access Control to provide:
•
•
•
Secure Print
Job Accounting
Intelligent Print Management
HP Access Control reduces the amount of print by sending the print job to a server where it
is held for user authentication at the device. Users at the device confirm they want to print
and then the job prints. This ensures wasted paper piles by the printers become a thing of
the past.
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January 10, 2013
•
Describe your organizations process pertaining to a formalized quarterly
business review with a public agency (such as; device utilization, fleet
performance, cost saving opportunities, department/site usage, green spend,
consumables monitoring report, etc.).
Response:
Quarterly Business Reviews
(QBRS)
HP will assign Region 4
ESC/TCPN members an account
manager. Every quarter, the
assigned account manager will
review the utilization and
trending reports provided in the
Quarterly Business Review
(QBR) report (see snapshot) and
make recommendations for
device swaps, removals, or
upgrades in the environment.
These same QBR meetings will provide recommendations on how you can print less
(reduce dependence on the printed page) and then go further by addressing the broader
challenges of efficiently capturing, managing and accessing paper and digital documents
across the enterprise.
In these same meetings, collaboration work on current Region 4 ESC/TCPN business
challenges and emerging MPS technology solutions are discussed.
VII. Service / Help Desk
•
Describe in detail the process that shall be used to ensure adequate
service representatives will be available. This should include fees and or hourly
rates for service/help desk integration.
Response:
Break-fix service will be provided primarily by HP employees in the major markets and will
be supplemented with contractors in the HP Service Network in outlying geographies. HP
will centrally manage and report on all service performance. Region 4 ESC/TCPN
members will also have a direct phone line and an e-mail address to contact Tier II
engineers on the Salt Lake City-based HP NTS team directly, bypassing any other layers
of support.
Service/Help Desk integration is typically managed through automated e-mail hand-offs
between your Help Desk system and ours and carries no additional charge.
•
Describe your organization’s procedures for addressing and resolving
customer problems and complaints; service, equipment, or billing. This should
include timelines and escalation measures.
Response:
HP will assign Region 4 ESC/TCPN an HP P-MPS Account Manager that will serve as the
primary contact and customer experience representative for all things related to the MPS
program (other than for standard toner and support requests which will be routed to our
National Technical Service team).
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January 10, 2013
To ensure constant communication and an open dialogue related to the successes and
challenges of the Region 4 ESC/TCPN MPS program, the HP P-MPS Account Manager
will conduct scheduled Quarterly Business Reviews (QBRs) with Region 4 ESC/TCPN.
Should an urgent service issue or complaint arise that requires immediate attention, the
assigned HP P-MPS Account Manager has the responsibility and authority to personally
escalate issues to the appropriate internal manager. Average resolution times vary
depending on the type of issue that arises, but most managerial escalations occur within a
matter of hours after an issue is reported, typically the same business day.
•
Provide the expected response time after initial service/help desk call to
have a technician on site, if needed.
Response:
Response times will range from two-hour to next business day, depending on factors such
as number of devices and geographical location. In markets where an HP tech is based,
we typically offer 2- and 4-hour response times.
•
List the type of reporting your organization can provide end-users on
service/help desk calls.
Response:
HP provides our
Quarterly Business
Review reporting each
quarter. A sample metric
from our QBR report is
shown here. We have
described our QBR
report previously.
Customized, userfriendly, management
reports are available from
both the internal DCA
system, HP Web Jetadmin and from our Orion central data repository.
Customized reporting from HP Web Jetadmin is limited to device-specific information
(inventory, accessories, page counts, devices-by-location, address books, configuration
profiles, etc.) and can be customized on-demand for different data points in the standard
.html, Microsoft Excel, or .csv format.
Customized reporting from Orion (the HP P-MPS CRM) can include service ticketing
information, meter reads, and service resolution data. Customization of Orion reports
requires a formal report request from the application management desk. Turn-around times
for customized Orion reports will vary based on IT workload and the complexity of the
report request.
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January 10, 2013
•
Does your organization provide well defined service level agreements to
customers? If so, please provide an example of a service level agreement that
you have provided to a public sector entity.
Response:
HP is comfortable with committing to SLAs and has an exceptional record in meeting those
SLAs.
Maximum acceptable support response times vary by device, location, and by
departmental requirements and are typically set in collaboration with our clients. Our
premier service response times without embedded technicians are typically within 4 hours
to next business day.
For many of our public sector clients here in Utah, we are able to offer a 2-hr and 4-hr SLA
for response times. We will work with Region 4 ESC/TCPN members to establish mutually
agreed upon SLAs based on equipment mix.
•
State any restocking or return fees.
Response:
Government and Education Customer. To show our commitment, HP is providing a
goodwill right to return, or exchange unused products within 30 days from receipt of the
product. HP does not charge a restocking or handling fee for product returned within 30
days. It’s at HP’s sole discretion to accept return products after 30 days. If a product return
is accepted after 30 days a restocking fee may apply. If applicable, minimum is $15 per
unit with the customer paying for return freight. Please see the complete HP State and
Local Government and Education Customer Return Policy detailed below.
Hewlett-Packard Company - State and Local Government and
Education Customer Return Policy
Coverage: These guidelines apply only to returns initiated by State and Local Government
or Education customers purchasing HP/Compaq branded product direct from Hewlett
Packard Company (“HP”) or a customer purchase under one of HP’s State and Local
Government or Education direct contract. A direct contract is defined as a contract by and
between HP and a State, Local or Education end user. This return policy does not apply to
resellers purchasing directly from HP Direct under a contract held by and between the
reseller and the end user. This return policy does not apply to loaners, early marketing
units or employee purchases administered as internal HP orders.
Products Not Eligible
Factory Express Services: Products that require a custom image load, asset tagging
and/or special packaging are not eligible unless the products are damaged, customer
received an overage or HP incorrectly configured, ordered or shipped product (HP error).
Refurbished Products: HP/Compaq branded product
Consumable Products: (i.e. printer cartridges, paper, open box software, etc.) cannot be
returned to Hewlett-Packard
Third Party Options: Where returns are otherwise governed by the original manufacturer
Note: The original manufacturer may provide their own warranties; the guidelines should
be confirmed with the customer support representative when requesting a Return Good
Authorization (“RGA”).
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January 10, 2013
Product Not Purchased From HP Directly: Which means product purchased from
another source, such as a reseller, distributor, etc. not covered under an HP Direct held
contract
Return of Products
Defective Product
For product that is defective on arrival, it is recommended that customers call Technical
Support at 1-800-HPINVENT to determine if the product can be corrected. Or, the
customer may utilize the 30 day goodwill return policy. Also the customer may call the HP
North America Customer Service at 1-800-652-6672 to report product that was defective
on arrival and obtain warranty service for HP Product, or obtain contact information for
warranty services provided by other manufacturers.
Carrier Related Loss or Damaged Shipments
Customers should note damages or shortages on the Bill Of Lading at the time of delivery.
Within a reasonable time or not later than 30 days from delivery, notify the HP Customer
Service team and provide a copy of the Bill of Lading/Packing Slip.
Concealed damage(s) or shortage(s) (where the box is in good condition but product is
missing or damaged) is an exception and should be reported as soon as practical after
delivery in order for HP to establish the claim with the carrier.
Government and Education Customer. To show our commitment, HP is providing a
goodwill right to return, or exchange unused products within 30 days from receipt of the
product. HP does not charge a restocking or handling fee for product returned within 30
days. It’s at HP’s sole discretion to accept return products after 30 days. If a product return
is accepted after 30 days a restocking fee may apply.
Procedures for Returns
The State or Local Government Customer should contact the assigned Customer Service
Representative by calling HP’s toll free number, 1.800.727.2472 to coordinate returns or
replacements within 30 days from receipt of product. At that time the customer will be
issued a Return Good Authorization (RGA) number that shall remain valid for a period of
fifteen (15) calendar days from the date of issuance. All materials must be received within
the RGA validation period.
The HP Customer Service Representative will schedule the pickup for returns and forward
an email to the person requesting the return. Faxes can also be forwarded in place of an
email. The email will include all the information regarding the return, including the Return
Good Authorization Number ("RGA") and carrier name and date of pickup. The Customer
Service Representative will assist the Customer on any other details or specifics regarding
returns, credits and refunds.
Hewlett-Packard reserves the right to refuse any return that does not meet the
requirements stated below:
Package - Product must be returned in the original shipping packaging. In the event the
packaging is not available or unusable, it must be noted when requesting an RGA.
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January 10, 2013
If possible, remove all mailing labels on the outside of the box that references the customer
address or simply mark out the mailing labels address with a marker. The customer will
either receive a mailing label via email that should be attached to the return products
and/or will be provided a label by the carrier. Be sure to mark your RGA number on the
box.
If product for more than one RGA is being returned in the same box, make sure that all
RGA numbers are listed on both the mailing label and packing list. If products are received
at the Returns Center without valid RGA numbers on the mailing label, your credit may be
delayed and proof of delivery or other supporting documentation may be required.
The RGA number(s) must appear clearly on the box, as returns will not be accepted
without an RGA number.
Returns must be 100 percent complete, unused, in original and re-sellable condition, with
all original packaging, manuals, registration card(s), software, cabling and accessories. If,
after the product has been returned and inspected, it is discovered that components are
missing from the return, HP reserves the right not to issue an RGA for the return of the
missing components. If it is determined that there are missing components when the
product is returned, and the customer has received a credit, the customer will be issued an
invoice for the missing component. Missing components may include but are not limited to
keyboard, mouse, software, speakers, accessories, drives, memory, microprocessors, and
processor boards.
RGA numbers that have been open for greater than fifteen (15) days may be cancelled
and the customer subsequently invoiced for the unreturned product. Another RGA can be
requested as long as it is within the 30 days of receipt of the product. Please note that all
returned products must be credited against the account and order from which the product
was originally invoiced.
All products must be returned to the address provided by the HP Customer Service
Representative via email or by the carrier:
HP Returns
421 New Sanford Road
Dock Door 47
LaVergne, TN 37086
RGA XXXXXXXX
Please note: HP reserves the right to change any part of its return guidelines.
•
List the cost, if any, of any software technology that can be used in association
with your service desk.
Response:
The HP Service Desk System can support data imports from additional software
technology and products that are powered off of a SQL database and provide structured
.csv reporting. Custom data import integration requires approval and if approved, typically
is provided free of charge.
A few examples of additional supported technology are HP Web Jetadmin 10.x exports
and FM Audit exports. Data imports from these systems are provided free of charge.
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January 10, 2013
•
Include the cost for an outright purchase, monthly lease, or per device monthly
fees.
Response:
Under our support program, there are no per device monthly fees for ongoing support.
You only pay for what you print according to provided cost per page billing rates.
HP has included equipment outright purchase in Att 6 – HP Value Add Discounts
attachment in HP Appendix A.
•
Provide your organizations customer service statistics or survey results
concerning the quality of services provided.
Response:
Our customer service statistics are measured in two categories: First-time Fix Rate and
Customer Retention Rate. Over the past 25 years, our average first-time fix rate is 91
percent and our customer retention rate is 95 percent.
VIII.
•
Consultant/Professional Services
Hourly labor charge for each service offered
Response:
HP’s consultative and professional services are included in our cost per print rates.
•
Describe the service offered and the final output
Response:
HP will consult on an ongoing basis with Region 4 ESC/TCPN clients and advise them on
how to reduce their print spend, optimize their environment and manage their equipment.
As new equipment or upgrades are necessary, HP will advise Region 4 ESC/TCPN clients
on which equipment best suits their needs.
The final output is a lower print spend and an efficient workforce.
IX. Maintenance (Break/Fix)
•
List all options for types of break/fix service associated with installed printers,
including but not limited to:
1. Parts and labor annual maintenance (supplies purchased separately).
Response:
HP does not currently offer this option.
2. Parts and labor monthly maintenance (supplies purchased separately).
Response:
HP does not currently offer this option.
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January 10, 2013
2. Sweep (Config Pages): HP technicians will conduct sweeps (walkthroughs) of
additional devices that are not reporting, not connected to a host PC, or not on the
network to collect physical configuration pages that will be scanned and submitted to
the HP dispatch team for data entry and billing.
•
List how you will configure pricing for future printer models by other
manufacturers.
Response:
According to standard SLAs, hourly services regarding the installation, moving, adding,
changing and disposing of third-party devices will be treated as a special project and will
be quoted accordingly based on product mix and scope. Base hourly rates begin at
$125/hour.
•
If meter collection is performed by vendor on-site, list the monthly or hourly rate.
Response:
Meter collections may be performed as an automated task and/or collected on-site. Meter
collection is included in our provided rates and carries no additional charge.
•
If meter collection is performed through software, list monthly charge or
purchase price, if any, per asset.
Response:
Meter collections may be performed as an automated task and/or collected on-site. Meter
collection is included in our provided rates and carries no additional charge.
X. Other Management Print Services
•
For additional products or services that fall within the scope of this contract,
vendor may include a separate description of the product or service, along with
the proposed pricing.
Response:
HP provides the following value-added services free of charge for our clients:
•
Ongoing, consultative account management
•
Insightful reporting to help you manage your fleet costs
•
Optimization assessment for asset consolidation projects with floor mapping and asset
catalogue creation (on approval)
•
Document management assessments to evaluate document workflow, archival and
storage, (on approval)
•
Print management assessments to evaluate security, mobility and page volume
reduction strategies (on approval)
•
Include software or licensing components of any services provided.
Response:
The optimization, document and print management assessments are supported by and
result in recommendations for numerous software products that span the HP portfolio.
Some of these products are fee-based, while others are free of charge.
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Tab 6 – References (App F)
Provide a minimum of ten (10) customer references for product and/or services of similar
scope dating within the past 3 years. Please try to provide an equal number of references
for K12, Higher Education and City/County entities. Provide the following information for
each reference:
Response:
Entity Name
University of Utah
Contact Name and Title
Louise Hall
Purchasing Director
Reference Comment: Any statement of reference made by an
employee of the University of Utah (University) is offered as an
unqualified reference independent of any official viewpoint of the
University. Any such reference is not permitted to be published nor
advertised and does not constitute an endorsement by the
University.
City and State
Salt Lake City, UT
Phone Number
801.581.5513
Years Serviced
15 Years
Description of Services
Managed Print Services Support: HP maintains and repairs their
equipment in the J. Willard Marriott Library on a cost-per-page basis.
Annual Volume
1.1 Million pages per year
Entity Name
BYU Student Health
Wayne Buckwalter
IT Manager
City and State
Provo, UT
Phone Number
801.422.5167
Years Serviced
14 Years
Managed Print Services Support: HP maintains and repairs BYU’s
equipment in their Health Center on a cost-per-page basis.
Annual Volume
486,000
Entity Name
Weber County Library
Scott Jones
IT Director
City and State
Ogden, UT
Phone Number
801.337.2680
Years Serviced
12 Years
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Managed Print Services Support: HP maintains and repairs the
Weber County Library’s equipment on a cost-per-page basis.
Annual Volume
1.6 Million pages per year
Entity Name
Utah Valley University – Financial Aid
Patty Coombs
Office Manager
City and State
Orem, UT
Phone Number
801-863-8441
Years Serviced
6 Years
Managed Print Services Support: HP maintains and repairs UVU’s
equipment on a cost-per-page basis.
Annual Volume
83,800
Entity Name
Utah Valley University
Darel Hawkins
IT Manager
City and State
Orem, UT
Phone Number
801.863.8000
Years Serviced
15 Years
Managed Print Services Support: HP maintains and repairs UVU’s
equipment on a cost-per-page basis.
Annual Volume
4,675,000
Entity Name
NYC Transit Authority
Isaac Takyi
Senior Director TIS
City and State
New York, NY
Phone Number
646.252.5450
Years Serviced
16 months
HP MPS, 700+ devices HPAC Secure Pull Print, Job Accounting,
Intelligent Print Management, Right Fax FOIP, DSS
Annual Volume
Customer confidential, please request information directly from
customer.
Entity Name
NYC Department of Health and Mental Hygiene
Julian Yuen
Senior Director MIS
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City and State
New York, NY
Phone Number
718.255.5151
Years Serviced
2 Years
Virtual Print Center (VPC), HP Web Jetadmin, HP Universal Print
Driver, HP Access Control (HPAC), IPG Supplies, HP Managed Print
Services, HP LaserJet 4515 Printer
Annual Volume
customer.
Entity Name
Brooklyn Public Library
Selvon Smith
CIO
City and State
Brooklyn, NY
Phone Number
718.787.8525
Years Serviced
2 Years
HP Managed Print Services, HP LaserJet M4555mfp, HP LaserJet
3035 MFP, HP Multi-functional Printers, HP LaserJet Printers Monochrome
Annual Volume
customer.
Entity Name
Palo Alto Unified School District
Ann Dunkin
Information Technology
City and State
Palo Alto, CA
Phone Number
650.329.3700
Years Serviced
1 Year
HP Web Jetadmin, HP Universal Print Driver , IPG Supplies, HP
Managed Print Services, HP LaserJet 4345mfp
Annual Volume
customer.
Entity Name
Texas Department of Information Resources
Robert Ott
Information Technology
City and State
Austin, TX
Phone Number
512.463.4247
Years Serviced
3 Years
HP Managed Print Services, HP LaserJet Multi-function devices
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Entity Name
Texas Department of Information Resources
Annual Volume
customer.
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Tab 8 – Value Add (App G)
Please include any additional products and/or services not included in the scope of the
solicitation that you think will enhance and/or add value to this contract for participating
agencies.
Response:
HP Access Control
Reducing the Amount of Print
HP believes that Region 4 ESC/TCPN members can reduce their total page volume by up
to 15 percent through the deployment of a secure printing solution. Software is a
necessary component to help you monitor, manage, and reduce your total output. Every
printed page carries a fully burdened cost.
The HP Access Control Secure Printing Solution delivers powerful authentication,
authorization, and activity-log capabilities to prevent fraudulent use, protect data privacy,
and enhance fleet management. This simple-to-deploy and easy-to-maintain solution is
available on HP multifunction and single function printers. HP secure access solutions
include the following:
Authentication and Authorization (For Job Release via PIN, Badge Readers, etc.)
•
Choose from a range of authentication methods, such as personal identification
number (PIN) code, proximity card, or smart card
•
Integrate with many smart card operating systems
•
Restrict unauthorized users from devices, while giving administrators the ability to track
copying and digital-sending functions by employee
•
Prevent malicious anonymous e-mail sent from MFP devices by pre-populating the
“from” and/or “to” fields based on the user’s ID or a pre-determined destination
•
Integrate with existing user directories such as Active Directory and Lightweight
Directory Access Protocol (LDAP)
Pull Print/Secure Print/Follow-me Printing
•
Facilitate convenience printing by allowing users to retrieve print jobs when and where
they want on any enabled device within your corporate network
•
Achieve greater security and compliance by encrypting and storing print jobs until
authorized users are ready to retrieve their documents
•
Boost environmental sustainability efforts by reducing unclaimed pages at the device
•
Reduce “print and sprint” by providing confidentiality on print jobs sent to shared
devices as the individuals must authenticate before their jobs are printed
DocuWare Enables Electronic Document Management
The HP and DocuWare solution easily turns your paper documents into electronic files,
helps safeguard them, and makes them available to your employees when they need
them, regardless of their location. Give your employees the information they require to be
more responsive and productive by streamlining your organization’s document
management processes.
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•
•
•
•
•
Archiving—Store and retrieve documents in a snap
Security—Help protect your documents
Integration—Easily incorporate DocuWare into your IT systems
Workflow—Process information more efficiently
Optimize your document storage and retrieval processes
Kidney Treatment Center Case Study: DocuWare
Our client’s center is both a kidney research facility as well as a kidney treatment
facility. They have 20 locations throughout the Northwest. Their IT department was
tasked to find a solution in regards to Electronic Document Management. They found it
very challenging to move paper around the
office and their clinics for approvals in a timely
fashion.
HP professional analysts and the
implementation team designed a solution to
speed up everyday document-based
workflows. HP’s DocuWare solution turned
their paper documents into electronic files
which helped safeguard their hard copies, yet
made them easily available for their employees when they needed them. Now, they have
a positive workflow approval process where files are efficiently and accurately documented
and managed.
Our client first implemented DocuWare in their IT Department hardware acquisition
process. HP worked with them to develop the process and they have been very pleased
with the results. They are still in a testing phase currently, but the CIO has already
commented on HP’s responsiveness and quality of work. Our client plans to expand their
usage of DocuWare to other departments and to automate many more processes in the
near future.
ePrint
HP's "Inside the Firewall" solution for secure mobile/cloud printing is called HP ePrint
Enterprise. This solution provides clients with an easy mobile printing experience that is
backwards compatible and fits seamlessly into a cloud-centric technology roadmap for the
future. This solution is compatible with any PCL 5 compliant printer and supports a mixed
OEM environment.
HP ePrint Enterprise software suite immediately enables every HP device, old or new, to
receive and print jobs that were sent to the printers and MFPs wirelessly, through emailready mobile devices such as phones, tablets, and the Apple iPad.
Region 4 ESC/TCPN employees or IT administrators install the HP ePrint app on their
mobile devices and can quickly search for network printers and send documents to be
printed—all in just a few clicks. All users must be authorized users within the corporate
domain in order to use the application. Firewall permissions must be granted for the
device to actually receive wireless print jobs via e-mail and the user generating the mobile
print job must know the randomly generated e-mail address which is designed to minimize
security concerns.
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Users simply pick up their document at their selected enterprise printer. For organizations
with pull-printing solutions, HP ePrint Enterprise users can send their print jobs directly to
supported pull-print servers. They can then authenticate at the supported device to release
the print job. For even more options on the road, mobile professionals can also use their
smartphones to print documents at participating public HP ePrint Mobile Printing Locations.
From other Internet-enabled devices
Because many on-the-go professionals use mobile devices other than those mentioned
above—and because some employees use several different devices—HP ePrint
Enterprise includes an e-mail-to-print feature that works on virtually any Internet-enabled
device.
This feature allows employees to send documents from their corporate e-mail account to
any networked printer assigned an e-mail address. Printing from a mobile device is now as
simple as sending an e-mail.
HP Flow CM Professional
HP Flow CM
Professional is a
cloud-based document
management solution
that gives growing
organizations a
complete set of proven
tools for document
capture, storage,
search, retrieval,
sharing and more, so
businesses can
manage information more efficiently.
With HP Flow CM Professional, businesses can:
•
Streamline workflows and make collaboration more convenient and productive with
sharing and notification tools
•
Gain greater access to documents when they are needed by storing them in the cloud
•
Safeguard sensitive business information with a provider that businesses can trust
With HP Flow CM Professional, growing organizations will be able to:
•
Leverage the cloud to centralize both paper and digital content, improving collaboration
by sharing information and publishing documents with employees, customers, vendors
and other partners.
•
Rely on the same security that supports leading banks, legal firms and stock
exchanges—including enterprise-level encryption, authentication and security
management—allowing them to confidently send, store and retrieve valuable
information and meet certain regulatory requirements.
•
Enhance employee productivity by providing access to files and documents while at
home, in the office or on the go via a web browser or by using the solution’s mobile
device app.
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•
Access content from a convenient online destination featuring a user-friendly interface
and powerful search features, all from desktops, laptops, mobile devices or HP
LaserJet flow multifunction printer (MFP) control panels.
•
Get first-rate cloud storage and the scalability without
costly commitments, allowing them to manage their
content without needing to purchase additional software,
hardware or IT infrastructure.
•
Share files and folders across devices using the HP Flow
Sync tool, which is integrated with HP Flow CM
Professional to share new or updated content almost
immediately.
•
HP Flow CM Professional supports a multitude of multivendor MFPs and scanners, but
provides a better together solution with HP LaserJet Flow MFPs which can be
configured to fully integrate with HP Flow CM Professional. Businesses can access the
solution from the front panel of the HP LaserJet Flow MFP with the touch of a button.
Using the Scan to HP Flow CM Professional button, SMBs can capture single or multiple
documents even easier and faster.
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Tab 9 – Required Documents (App H)
Please refer to the signed documents that follow.
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Appendix D
GENERAL TERMS & CONDITIONS ACCEPTANCE
FORM
Signature on Vendor Contract Signature form certifies complete acceptance of
the General Terms and Conditions in this solicitation, except as noted below
(additional pages may be attached, if necessary).
Check one of the following responses to the General Terms and
Conditions:

We take no exceptions/deviations to the general terms and
conditions
(Note: If none are listed below, it is understood that no exceptions/deviations
are taken.)
X
We take the following exceptions/deviations to the general terms and
conditions.
All exceptions/deviations must be clearly explained. Reference the
corresponding general terms and conditions that you are taking
exceptions/deviations to. Clearly state if you are adding additions terms and
conditions to the general terms and conditions. Provide details on your
exceptions/deviations below:
(Note: Unacceptable exceptions shall remove your proposal from
consideration for award. Region 4 ESC shall be the sole judge on the
acceptance of exceptions/deviations and the decision shall be final. )
Response:
HP has read and acknowledges please see the Exceptions Table provided below and as
Att 9 – Exceptions Table.
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ATTACHMENT 8
HP’s Exceptions to Region 4 ESC/TCPN for Managed Print Solutions
Solicitation No. 12-56
HP Exception to Region 4 ESC Open Records Policy
Pursuant to the Tex. Gov't Code Sections 552.101, 552.104, and 552.110, the information
marked as “HP Confidential” in this proposal, is considered confidential, proprietary and
trade secret, and is, therefore, exempt from release and disclosure under the Texas Public
Information Act, Tex. Gov't Code Ann. Sections 552.001- 552.353, which is also known as
the "Texas Open Records Act.”
The information identified above is considered trade secret information in that it derives
independent economic value, actual or potential, from not being generally known to, and
not being readily ascertainable by proper means by, other persons who can obtain
commercial economic value from its disclosure or use, and is the subject of efforts that are
reasonable under the circumstances to maintain its secrecy. Controlling access to this
information is key to reduce the potential use of an article of trade or a service having
commercial value, and which gives its user an opportunity to obtain a business advantage
over competitors who do not know or use it.
The information, which is designated as “HP Confidential,” is furnished in confidence with
the understanding that this information will not, without permission of HP, be used or
disclosed for other than evaluation purposes, unless required by law. The restriction does
not limit Region 4 ESC’s and TCPN’s right to use or disclose this information if obtained
from another source without restriction.
RFP Section
HP Alternative Response
Comments
Section B:Scope
First
paragraph
It is the intention of Region 4 ESC to
establish a contract with vendor(s) for
Managed Print Solutions. Awarded
vendor(s) shall perform covered services
under the terms of this agreement. Offerors
shall provide pricing based on a discount
from a manufacturer’s price list or catalog,
or fixed price, or a combination of both
with indefinite quantities. Electronic
Catalog and/or price lists must accompany
the proposal. Include an electronic copy
of the catalog from which discount, or
fixed price, is calculated. Multiple
percentage discount structure is also
acceptable. Please specify where different
percentage discounts apply. Additional
HP is a Fortune 10
Company that has
thousands of contracts
throughout the US and
Globally. While HP realizes
Region 4 ESC's request for
Most Favored Customer
pricing, this type of clause
is not available since HP
contracts and pricing are
created and based on many
variable factors that are
specific to a customer or
set of customers under a
contract including, but not
limited to a specific solution
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January 10, 2013
XVII.
pricing and/or discounts may be included. If
Offeror has existing cooperative contracts in
place, Offeror is requested to submit pricing
equal or better than those in place.
or situation, for a specific
transaction(s) with a
specific set of products
and/or services, a volume,
timing, geographical area,
delivery and other material
terms and conditions.
Samples: Upon request, samples shall be
furnished, free of cost, within seven
(7) thirty (30) days after receiving notice of
such request. By submitting the proposal
Offeror certifies that all materials conform to
all applicable requirements of this
solicitation and of those required by law.
Offeror agrees to bear the costs for
laboratory testing, if results show that the
sample does not comply with solicitation
requirements.
Based on the wide variety
of products that are offered
for purchase under this bid,
HP is unable to agree to a
seven day time period for
samples. HP will be able to
fill any sample requests
within thirty days as noted.
Submissions may be rejected for failing to
submit samples as requested.
XIX.
Formation of Contract: A response to this
solicitation is an offer to contract with
Region 4 ESC based upon the terms,
conditions, scope of work, and
specifications, and the Vendor’s
response, including any exceptions and
additional terms and conditions
contained in this request. A
solicitation does not become a contract until
it is awarded by Region 4 ESC. A contract
is formed when Region 4 ESC’s board signs
the Vendor Contract Signature Form. The
prospective vendor must submit a signed
Vendor Signature Form with the response
thus, eliminating the need for a formal
signing process.
Clarified that HP’s response
and additional terms and
conditions will be made a
part of the final contract.
Appendix A: Vendor Contract and Signature Form
Recitals:
Third
WHEREAS, this contract consists of the
provisions set forth below, including
Clarifies that there may be
addendums and exhibits
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January 10, 2013
Paragraph
provisions of all addendums, attachments,
or exhibits referenced herein. In the event
of a conflict between the provisions set forth
below and those contained in any
attachment, the provisions set forth below
shall control.
included as part of the
contract. The order of
precedence provision will
cover the deleted language
regarding any conflict of
provisions.
Article 1: General Terms and Conditions
1.3
Region 4 ESC and TCPN shall perform its
duties, responsibilities and obligations as
administrator of purchases, set forth in this
agreement, and required under the Vendor
Contract.
Clarifies that both Region 4
ESC and TCPN are subject
to the contract terms and
conditions.
1.5
Customer Support: The vendor shall
provide timely and accurate technical
advice and sales support to Region 4 ESC
staff, TCPN staff and participating
agencies. The vendor shall respond to such
requests within one (1) working day after
receipt of the request.
Support response times
and targets shall be based
on the level of support
purchased.
Article 2: Anticipated Term of Agreement
2.1
Unless otherwise stated, all contracts are
for a period of three (3) years with an
option to renew annually for an additional
two (2) years if agreed to by Region 4
ESC the parties. Region 4 ESC will notify
the vendor in writing if the contract is
extended. Awarded vendor shall honor all
administrative fees for any sales made
based on the contact whether renewed or
not.
Clarifies that any renewal of
the existing contract will be
upon mutual agreement of
the parties.
Article 3: Representations and Covenants
3.3
Offeror’s Promise: Offeror agrees all
prices, terms, warranties, and benefits
granted by Offeror to Members through this
contract are comparable to or better than
the equivalent terms offered by Offeror to
any present customer meeting the same
qualifications or requirements.
HP is a Fortune 10
Company that has
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Article 4: Formation of Contract
4.2
Form of Contract: The form of contract for
this solicitation shall be the Request for
Proposal, the Vendor’s RFP response, the
awarded proposal(s) and best and final
offer(s), and properly issued and reviewed
purchase orders referencing the
requirements of the Request for Proposals.
If a firm submitting an offer requires
Region 4 ESC and/or Member to sign an
additional agreement, a copy of the
proposed agreement must be included with
the proposal.
Included HP’s RFP
response as part of the
contract documents.
4.4
Assignment of Contract: No assignment
of contract may be made without the prior
written approval of Region 4 ESC the other
party, which shall not be unreasonably
withheld. Purchase orders and payment
can only be made to awarded vendor and
Affiliates, unless otherwise approved by
Region 4 ESC. For the purposes of this
contract, Affiliate of a party means an
entity controlling, controlled by, or under
common control with that
party. Assignments of vendor software
licenses are subject to compliance with
vendor's software license transfer
Clarified that any
assignment must be
approved by both parties
and HP Affiliates will be
able to provide services
and products under the
terms of this contract.
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policies. Awarded vendor is required will
use commercially reasonable efforts to
notify Region 4 ESC when any material
change in operations is made that may
adversely affect members, (i.e. bankruptcy,
change of ownership, merger, etc.).
4.5
Novation: If contractor sells or transfers
all assets or the entire portion of the
assets used to perform this contract, a
successor in interest must guarantee to
perform all obligations under this
contract. Region 4 ESC reserves the right
to accept or reject any new party. A simple
change of name agreement will not change
the contractual obligations of contractor.
HP cannot agree to any
restrictions on contracts
that may impact any sale of
company assets.
4.7
4.7. Order of Precedence: In the event of
a conflict in the provisions of the contract
as accepted by Region 4 ESC, the
following order of precedence shall prevail:
Clarified that individual
Supplemental Agreements,
Schedules, and Statements
of Work with specific
member entities purchases
shall take precedence.
•
Schedules, and Statements of Work
•
Special terms and conditions
•
General terms and conditions
•
Specifications and scope of work
•
Attachments and exhibits
•
Documents referenced or included in the
solicitation
Article 5: Termination of Contract
5.1
Cancellation for Non-Performance or
Contractor Deficiency: Region 4 ESC
may terminate any contract if Members
have not used the contract, or if
purchase volume is determined to be low
volume in any 12-month period. Region 4
ESC reserves the right to cancel the
whole or any part of this contract due to
failure by contractor to carry out any
obligation, term or condition of the
contract.
Region 4 ESC may issue a
written deficiency notice to contractor for
acting or failing to act in any of the
following:
Clarified cancellation for
non-performance or
contractor deficiency
conditions, including a
reasonable period of time to
cure any non-performance
or condition of deficiency.
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January 10, 2013
i.
Providing material that does
not substantially meet the agreed
upon specifications of the contract;
ii.
Providing work and/or
material that was not awarded under
the contract;
iii.
Failing to adequately
perform the services set forth in
the scope of work and
specifications, as determined by the
parties;
iv.
Failing to complete
required work or furnish required
materials within a reasonable
amount of time, as determined by the
parties;
Failing to make progress in
v.
performance of the contract and/or
giving Region 4 ESC reason to
believe that contractor will not or
cannot perform the requirements of
the contract; and/or
vi.
Performing work or
providing services under the contract
prior to receiving a written
approval from Region 4 ESC or
Participating Entity to
begin reviewed purchase order for
such work.
Upon receipt of a written deficiency notice,
contractor shall have a reasonable period
of time ten (10) days to provide a
satisfactory response to Region 4 ESC.
Failure to adequately address all issues of
concern may result in contract
cancellation. Upon cancellation under
this paragraph, all goods, materials, work,
documents, data and reports prepared by
contractor under the contract shall become
the property of the Member on demand.
5.2
Termination for Cause: If, for any
reason, either party the Vendor fails to
fulfill its obligations in a timely manner,
or if the vendor violates any of the
Clarified that a termination
for cause is available to
both parties. Added
language that provides a
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January 10, 2013
5.3
covenants, agreements, or stipulations of
this contract, Region 4 ESC the nonbreaching party reserves the right to
terminate the contract immediately after
failing to remedy the breach within a
reasonable period of time after being
notified in writing of the details, and
pursue all other applicable remedies
afforded by law. Such termination shall be
effective by delivery of notice, to
the vendor to the breaching party,
specifying the effective date of
termination. If either party becomes
insolvent, unable to pay debts when due,
files for or is subject to bankruptcy or
receivership or asset assignment, the
other party may terminate this contract
and cancel any unfulfilled obligations. In
such event, all documents, data, studies,
surveys, drawings, maps, models and
reports prepared by vendor for this
solicitation may become the property of
the participating agency or entity. If such
event does occur then vendor will be
entitled to receive just and equitable
compensation for the satisfactory work
completed up to the effective date of
termination on such documents.
reasonable period of time to
cure any breach before
termination becomes
effective.
Delivery/Service Failures: Failure to
deliver goods or services within the time
specified, or within a reasonable time
period as interpreted by the purchasing
agent or failure to make replacements or
corrections of rejected articles/services
when so requested shall constitute grounds
for cancellation of the order the contract
to be terminated. In the event that the
participating agency or entity must purchase
in an open market, contractor agrees to
reimburse the participating agency or entity,
within a reasonable time period, for all
expenses incurred.
Any failure of HP to deliver
goods or services within a
target period of time may
result in the purchaser
cancelling that particular
order. This is the sole
remedy for such failure on
behalf of HP.
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5.4
Force Majeure: With the exception of a
party’s payment obligations, If if by
reason of Force Majeure, either party
hereto shall be rendered unable wholly or
in part to carry out its obligations under
this Agreement then such party shall give
notice and full particulars of Force Majeure
in writing to the other party within a
reasonable time after occurrence of the
event or cause relied upon, and the
obligation of the party giving such notice,
so far as it is affected by such Force
Majeure, shall be suspended during the
continuance of the inability then claimed,
except as hereinafter provided, but for no
longer period, and such party shall
endeavor to remove or overcome such
inability with all reasonable dispatch.
Clarified that payment
obligations of customer to
HP for purchases of
products or services
delivered shall not be
impacted by any force
majeure event.
The term Force Majeure as employed
herein, shall mean acts of God, strikes,
lockouts, or other industrial disturbances,
act of public enemy, orders of any kind
of government of the United States or the
State of Texas or any civil or military
authority; insurrections; riots; epidemics;
landslides; lighting; earthquake; fires;
hurricanes; storms; floods; washouts;
droughts; arrests; restraint of government
and people; civil disturbances; explosions,
breakage or accidents to machinery,
pipelines or canals, or other causes not
reasonably within the control of the party
claiming such inability. It is understood
and agreed that the settlement of strikes
and lockouts shall be entirely within the
discretion of the party having the difficulty,
and that the above requirement that any
Force Majeure shall be remedied with all
reasonable dispatch shall not require the
settlement of strikes and lockouts by
acceding to the demands of the opposing
party or parties when such settlement is
unfavorable in the judgment of the party
having the difficulty.
5.5
Standard Cancellation: Either party may
cancel this contract in whole or in part by
providing written notice. The cancellation
will take effect 30 business days after the
other party receives the notice of
cancellation. After the 30th business day all
work will cease following completion of final
purchase order. Vendor may be
Deleted language that is
unclear regarding
cancellation of the contract.
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January 10, 2013
requested to provide additional items not
already on contract at any time.
5.6
Effect of Termination: The termination of
this contract will not affect payments
due or fulfillment and payment of orders
accepted prior to termination.
Termination of this contract may not
result in termination of any existing
Statements of Work or Schedules
hereunder unless the parties agree in
writing to terminate such Statements of
Work or Schedules. This contract will be
deemed in full force and effect for any
existing Statements of Work or
Schedules that may continue. Upon
termination of this contract, You will pay
vendor for all Services performed, and
all charges and expenses due vendor
under this contract and as provided in a
Statements of Work or Schedule,
including any applicable termination
fees.
Added section 5.6 which
provides further explanation
of what the parties can
expect upon termination of
the contract.
Article 6: Licenses
6.1
Duty to keep current license: Vendor
shall maintain in current status all
federal and state and local licenses, bonds
and permits required for the operation of the
business conducted by vendor. Vendor
shall remain fully informed of and in
compliance with all ordinances and
regulations pertaining to the lawful provision
of services under the contract. Region 4
ESC reserves the right to stop work and/or
cancel the contract of any vendor whose
license(s) expire, lapse, are suspended or
terminated.
6.2
Survival Clause: Unless agreed to
differently by the parties, All
applicable software license agreements,
warranties or service agreements that were
entered into between Vendor and Customer
under the terms and conditions of the
Contract shall survive the expiration or
termination of the Contract. All Purchase
Orders issued and accepted by Order
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January 10, 2013
Fulfiller shall survive expiration or
termination of the Contract.
Article 7: Delivery Provisions
7.2
Delivery: Vendor shall deliver said
materials purchased on this contract to the
Member issuing a Purchase Order.
Conforming product shall be shipped
within 7 days of receipt of Purchase
Order. If delivery is not or cannot be made
within this time period the vendor must
receive authorization from the purchasing
agency for the delayed delivery. At this
point the participating entity may cancel the
order if estimated shipping time is not
acceptable. Vendor will use all
commercially reasonable efforts to
deliver materials in a timely manner.
Vendor may elect to deliver software and
related product/license information by
electronic transmission or via download.
If vendor is unable to meet Member's
delivery requirements, Member may
cancel that order, and such cancellation
is Member's sole remedy.
Added language clarifying
delivery terms and
conditions.
7.1
Inspection & Acceptance: If defective or
HP has read and
respectfully requests
removal of this provision.
All applicable warranty
terms and conditions can
be found in the HP provided
Additional Terms and
Conditions located in
incorrect material is delivered, purchasing
agency may make the determination to
return the material to the vendor at no cost
to the purchasing agency. The vendor
agrees to pay all shipping costs for the
return shipment. Vendor shall be
responsible for arranging the return of the
defective or incorrect material.
Article 8: Billing and Reporting
8.1
Payments: The entity using the contract will
make payments directly to the awarded
vendor or Affiliate. Payment shall be made
after satisfactory performance, in
accordance with all provisions thereof, and
upon receipt of a properly completed
invoice.
Payment and acceptance is
addressed in the HP
8.2
Invoices: The awarded vendor shall submit
invoices to the participating entity clearly
stating “Per TCPN Contract” or similar
designation. The shipment tracking
number or pertinent information for
verification shall be made available upon
Clarifies that a similar
designation identifying the
contract may be uses, such
as a contract number. In
addition, the customer
purchase order should note
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January 10, 2013
request.
the TCPN contract as well.
9.1
Best price guarantee: The awarded
vendor agrees to provide pricing to Region
4 ESC and its participating entities that are
the lowest pricing available and the pricing
shall remain so throughout the duration of
the contract. The awarded vendor agrees
to lower the cost of any product purchased
through TCPN following a reduction in the
manufacturer or publisher's direct cost.
HP is a Fortune 10
Company that has
9.2
Price increase: Should it become
necessary or proper during the term of this
contract to make any change in design or
any alterations that will increase expense
Region 4 ESC must be
notified immediately. Price increases must
be approved by Region 4 ESC and no
payment for additional materials or services,
beyond the amount stipulated in the
contract, shall be paid without prior
approval. All price increases must be
supported by manufacture documentation,
or a formal cost justification letter.
Clarified that HP will
provide notice to Region 4
ESC if in the unlikely event
an increase in pricing
occurs.
Awarded vendor must honor previous
prices for thirty (30) days after approval
and written notification from vendor Region
4 ESC if requested.
It is the awarded vendor’s responsibility to
keep all pricing up to date and on file with
Region 4 ESC. All price changes must
be provided to Region 4 ESC, using the
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January 10, 2013
same format as was accepted in the
original contract.
9.4
Price reduction and adjustment: Price
reduction may be offered at any time
during contract and shall become effective
upon notice of acceptance from Region 4
ESC. Special, time-limited reductions are
permissible under the following
conditions: 1) reduction is available to
all Members equally; 2) reduction is for a
specific time period, normally not less
than thirty (30) days; a n d 3) original price
is not exceeded after the time-limit; and 4)
Region 4 ESC has approved the new
prices prior to any offer of the prices to a
Member. Vendor shall offer Region 4 ESC
any published price reduction during the
contract period.
Clarified acceptable price
reduction terms and
conditions.
9.5
Prevailing Wage: It shall be the
responsibility of the Vendor agrees to
comply, when applicable, with the prevailing
wage legislation in effect in the jurisdiction
of the purchaser (Region 4 ESC or its
Members). It shall further be the
responsibility of the Vendor to use
commercially reasonable efforts
to monitor the applicable prevailing wage
rates as established by the appropriate
department of labor for any increase in
rates during the term of this contract and
adjust wage rates accordingly.
Limited HP prevailing wage
obligations to what is
applicable to the specific
products and services
offered under the terms of
any resultant contract.
Article 10: Pricing Audit
10.1
Audit rights: Vendor shall, at Vendor’s
sole expense, maintain appropriate due
diligence of all purchases made by Region
4 ESC and any entity that utilizes this
Agreement. At Region 4 ESC/TCPN’s sole
expense and once every twelve (12)
months per year during the terms of this
contract, and provided ten (10) business
day written notice, TCPN and Region 4
ESC each reserve the right to audit
the accounting files or records pertaining
to this contract specific to any charges
paid or payable for a period of three (3)
years from the time such purchases are
made for the purposes of determining if
such charges are accurate. This audit
right shall survive termination of this
Clarified conditions and
scope of pricing audit with
HP.
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January 10, 2013
Agreement for a period of one (1) year
from the effective date of termination. In the
State of New Jersey, this audit right shall
survive termination of this Agreement for a
period of five (5) years from the date of
final payment. Such records shall be
made available to the New Jersey Office
of the State Comptroller upon
request. Region 4 ESC shall have the
authority to conduct random audits of
Vendor’s pricing that is offered to eligible
entities at Region 4 ESC's sole cost and
expense. Notwithstanding the foregoing, in
the event that Region 4 ESC is made
aware of any pricing being offered to
eligible agencies that is materially
inconsistent with the pricing under this
agreement, Region 4 ESC shall have the
ability to conduct an extensive audit of
Vendor’s pricing at Vendor’s sole cost and
expense. Region 4 ESC may conduct the
audit internally or may engage a third-party
auditing firm. If Region 4 ESC/TCPN
wishes to select a third party auditor to
perform such audit, such auditor shall
sign a confidentiality agreement
reasonably agreeable to vendor prior to
commencement of the audit, and the
result of the audit shall be subject to
such confidentiality agreement. In the
event of an audit, the requested materials
shall be provided in the format and at the
location designated by Region 4 ESC or
TCPN. These files and records shall not
include any personnel related
information, product or labor cost data,
or proprietary data relating to vendor`s
products or services. Audits shall be
performed at Region 4 ESC/TCPN’s cost
during normal business hours in a
manner to minimize disruption to
vendor’s business, and Region 4
ESC/TCPN shall promptly provide
vendor with a copy of the results of the
audit. If the audit reveals that vendor has
overcharged eligible agencies, Region 4
ESC/TCPN shall notify vendor in writing
regarding the amount of such
overcharge and details regarding such
overcharge. Vendor reserves the right to
reasonably review the results of the
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January 10, 2013
audit and discuss any results within
thirty (30) business days after receipt of
notice of the overcharge.
Article 11: Offeror Product Line Requirements
11.1
Current products: Proposals shall be for
materials and equipment in current
production and marketed to the general
public and education/government agencies
at the time of vendor’s acceptance of an
order the proposal is submitted.
Current products may be
updated over the term of
the contract. Clarified that
current products will include
products available to the
public at the time of an
order.
11.6
Warranty conditions: All supplies,
equipment and services shall include
manufacturer's minimum standard
warranty and one (1) year labor warranty
unless otherwise agreed to in writing.
HP can agree to the
standard warranty available
on any products and
services offered for
purchase. Support duration
will be based on the level
and duration of support and
maintenance purchased by
each individual customer.
Article 12: Site Requirements
12.3
Registered sex offender restrictions: For
work to be performed at schools, vendor
agrees that no employee or employee of a
subcontractor who has been adjudicated to
be a registered sex offender will perform
work at any time when students are or are
reasonably expected to be present. Vendor
agrees that a violation of this condition
shall be considered a material breach and
may result in the cancellation of the
purchase order at the Member’s
discretion. Vendor must identify any
additional costs associated with compliance
of this term. If no costs are specified,
compliance with this term will be provided at
no additional charge.
HP has read and
acknowledges. Please see
HP’s response to the
background check
requirements in “DOC #4:
Contractor Certification
Requirements – Fingerprint
and Background Checks”
for additional information.
12.4
Safety measures: Member and Vendor
shall take all commercially reasonable
precautions for the safety of employees on
the worksite, and shall erect and properly
maintain all necessary applicable
safeguards for protection of workers and the
public. Member and Vendor shall post
warning signs against all hazards created
by its operation and work in progress.
Proper precautions shall be taken pursuant
Clarified that safety
measures are the
responsibility of both HP
and the customer.
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January 10, 2013
to state law and standard practices to
protect workers, general public and existing
structures from injury or damage.
12.6
Stored materials: Upon prior written
agreement between the vendor and
Member, payment may be made for
materials not incorporated in the work but
delivered and suitably stored at the site or
some other location, for installation at a
later date. An inventory of the stored
materials must be provided to Member prior
to payment. Such materials must be stored
and protected in a secure location, and be
insured for their full value by the vendor
against loss and damage. Vendor agrees
to provide proof of coverage and/or
addition of Member as an additional
insured upon Member’s request.
Additionally, if stored offsite, the materials
must also be clearly identified as property of
buying Member and be separated from
other materials. Member must be allowed
reasonable opportunity to inspect and take
inventory of stored materials, on or offsite,
as necessary.
HP cannot be held
responsible for stored
equipment delivered to the
customer designated
location. Special shipping
arrangements may be
made on a per order basis
and set out in a specific
Supplemental Agreement,
Schedule, and Statement of
Work.
Until final acceptance by the Member, it
shall be the Vendor's responsibility to
protect all materials and equipment. The
Vendor warrants and guarantees that title
for all work, materials and equipment shall
pass to the Member upon final acceptance.
Article 13: Miscellaneous
13.1
Funding Out Clause: Any/all contracts
exceeding one (1) year shall include a
standard “funding out” clause. A contract
for the acquisition, including lease, of real or
personal property is a commitment of the
entity’s current revenue only, provided the
contract contains either or both of the
following provisions:
“Retains to the entity the continuing right
to terminate the contract at the expiration
of each budget period during the term of
the contract and is conditioned on a best
efforts attempt by the entity to obtain
appropriate funds for payment of the
contract.”
HP has read and clarifies
that a “funding out” clause
shall provide a advance
written notice of any
cancellation or termination
of a contract for lack of
funding, and it shall clearly
state that any termination of
a contract, Statement of
Work, or Schedule shall not
affect payments due or
fulfillment and payment for
services performed,
products delivered, and
product orders accepted
prior to termination.
Page-136
January 10, 2013
13.3
Indemnity: The awarded vendor
shall protect, indemnify, and hold
harmless defend and settle any third
party claims against both Region 4 ESC
and TCPN and its participants,
administrators, employees and agents for
tangible property damage, bodily injury
and death caused solely by the
vendor`s gross negligence or willful
misconduct, provided that Region 4
ESC/TCPN promptly notifies vendor of
such claims, cooperates with vendor in
the defense of the claims, and grants
vendor sole defense of such
claims. against all claims, damages,
losses and expenses arising out of or
resulting from the actions of the vendor,
vendor employees or vendor subcontractors
in the preparation of the solicitation and the
later execution of the contract, including
any supplemental agreements with
members. In connection with such
claims, the vendor will pay all defense
costs, settlement amounts, court
awarded damages (including court
costs and reasonable attorneys fees),
and third party costs incurred by
Region 4 ESC/TCPN at the request of
vendor in connection with the defense
of the claim. Each party will have a
duty to mitigate damages for which the
other party is responsible. Any litigation
involving either Region 4 ESC or TCPN, its
administrators and employees and agents
will be in Harris County, Texas. Any
litigation involving TCPN members shall be
in the jurisdiction of the participating
agency.
Limited indemnity to third
party claims and require
that Region 4 ESC/TCPN
grant HP sole control of the
defense of such claims.
13.5
Marketing: Awarded vendor agrees to
allow Region 4 ESC to use their name
and logo within website, marketing
materials and advertisement. Any use of
Region 4 ESC name and logo or any form
of publicity, inclusive of press releases,
regarding this contract by awarded vendor
For the term of this
Agreement only, Region 4
ESC may display the HP’s
marks only as shown in Att
2 on CD (the “Marks”)
solely to accurately identify
its participation in this
Page-137
January 10, 2013
must have prior approval from Region 4
ESC.
Agreement and in
connection with its
performance under this
Agreement provided that
Region 4 ESC agrees to (i)
use the Marks only in the
form and manner approved
by HP, (ii) submit to HP for
its prior written approval all
marketing materials specific
to this Agreement
containing HP’s Marks; and
(iii) include all proprietary
notices that HP specifies be
used with its Marks. Any
display of the Marks will
inure solely to HP’s
intellectual property rights
in the Marks. Region 4
ESC agrees to adhere to
HP’s logo or trademark
guidelines (“Trademark
Guidelines”) for displaying
the Marks, as may be
amended from time to
time. If reasonably
requested by HP, Region 4
ESC will expeditiously
implement changes in the
manner in which it uses the
Marks to comply with the
Trademark Guidelines of
HP. Region 4 ESC agrees
not to display HP’s Marks in
a manner that is not
accurate or in a manner
that is likely to confuse or
mislead as to the
relationship between the
parties. Region 4 ESC may
not use HP’s Marks
together with their own
trademarks to create a
composite mark. Region 4
ESC will not use HP’s
Marks in a manner that
compromises or reflects
unfavorably upon the
goodwill, good name,
reputation or image of HP,
or which might jeopardize
Page-138
January 10, 2013
or limit HP’s proprietary
interest in its
Marks. Failure to comply
with the requirements of
this Section will be
considered a material
breach under this
Agreement. Upon the
termination of the
Agreement, Region 4 ESC
will promptly cease all use
of HP’s Marks.
13.6
Certificates of Insurance: Upon request,
Certificates of insurance shall be
delivered to the Region 4 ESC participant
prior to commencement of work. The
insurance company shall be licensed in
the applicable state in which work is being
conducted. The awarded vendor shall give
the participating entity a minimum of ten
(10) days notice prior to any modifications
or cancellation of policies. The awarded
vendor shall require all subcontractors
performing any work to maintain coverage
as specified.
Aligned certificate of
insurance terms with HP
umbrella insurance policy.
13.7
Legal Obligations: It is the Offeror’s
responsibility to be aware of and comply
with all applicable local, state, and federal
laws governing the sale of
products/services identified in this RFP
and any awarded contract and shall
comply with all while fulfilling the RFP.
Applicable laws and regulation must be
followed even if not specifically identified
herein.
Limited HP’s legal
obligations to state and
federal laws applicable to
the specific products and
services offered for
purchase hereunder.
Appendix F: Company Profile – Marketing/Sales
22
For the term of this Agreement only, Region Clarifies guidelines for
4 ESC may display the HP’s marks only as
using HP logos.
shown in Att 2 on CD (the “Marks”) solely to
accurately identify its participation in this
Agreement and in connection with its
performance under this Agreement provided
that Region 4 ESC agrees to (i) use the
Marks only in the form and manner
approved by HP, (ii) submit to HP for its
prior written approval all marketing materials
specific to this Agreement containing HP’s
Marks; and (iii) include all proprietary
notices that HP specifies be used with its
Page-139
January 10, 2013
Marks. Any display of the Marks will inure
solely to HP’s intellectual property rights in
the Marks. Region 4 ESC agrees to adhere
to HP’s logo or trademark guidelines
(“Trademark Guidelines”) for displaying the
Marks, as may be amended from time to
time. If reasonably requested by HP,
Region 4 ESC will expeditiously implement
changes in the manner in which it uses the
Marks to comply with the Trademark
Guidelines of HP. Region 4 ESC agrees
not to display HP’s Marks in a manner that
is not accurate or in a manner that is likely
to confuse or mislead as to the relationship
between the parties. Region 4 ESC may
not use HP’s Marks together with their own
trademarks to create a composite
mark. Region 4 ESC will not use HP’s
Marks in a manner that compromises or
reflects unfavorably upon the goodwill, good
name, reputation or image of HP, or which
might jeopardize or limit HP’s proprietary
interest in its Marks. Failure to comply with
the requirements of this Section will be
considered a material breach under this
Agreement. Upon the termination of the
Agreement, Region 4 ESC will promptly
cease all use of HP’s Marks.
Appendix H: Additional Required Documents
Doc #1:
Clean Air and
Water Act
As of January 2013 and to the best of my
knowledge, I, the Vendor, am in
compliance with all applicable standards,
orders or regulations issued pursuant to
the Clean Air Act of 1970, as Amended
(42 U.S. C. 1857 (h), Section 508 of the
Clean W ater Act, as amended (33 U.S.C.
1368), Executive Order 117389 and
Environmental Protection Agency
Regulation, 40 CFR Part 15 as
required under OMB Circular A-102,
Attachment O, Paragraph 14 (1) regarding
reporting violations to the grantor agency
and to the United States Environment
Protection Agency Assistant Administrator
for the Enforcement.
Added date and knowledge
restriction.
Doc #2:
Debarment
Notice
As of January 2013, I, the Vendor, certify to
the best of my knowledge that my
company has not been debarred,
suspended or otherwise ineligible for
restriction.
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January 10, 2013
participation in Federal Assistance
programs under Executive Order 12549,
“Debarment and Suspension”, as described
in the Federal Register and Rules and
Regulations.
Doc #4:
Contractor
Certification
Requirements
- Fingerprint
and
Background
Checks
Fingerprint & Background Checks
If required to provide services on school
district property at least five (5) times
during a month, contractor shall submit a
full set of fingerprints to the school district
if requested of each person or employee
who may provide such service. Alternately,
the school district may fingerprint those
persons or employees. An exception to
this requirement may be made as
authorized in Governing Board policy. The
district shall conduct a f ingerprint check in
accordance with the appropriate state and
federal laws of all contractors,
subcontractors or vendors and their
employees for which fingerprints are
submitted to the district. Contractor,
subcontractors, vendors and their
employees shall not provide services on
school district properties until authorized by
the District.
Provided additional
language setting out
guidelines for background
checks with HP employees
and clarified additional
conditions.
The offeror shall comply with fingerprinting
requirements in accordance with
appropriate statutes in the state in which the
work is being performed unless otherwise
exempted.
Contractor shall comply with governing
board policy in the school district or
Participating Entity in which work is being
performed.
The district or Participating Entity
acknowledges that the contractor
background check information and the
results are considered personal and
confidential information of the contractor
and employees. Use of the background
check personal and confidential information
shall be limited to the business purposes set
out in this section and any resultant
contract, the information will not be shared
with other parties, it will be reasonably
safeguarded based on the nature of the
information, and that it will be immediately
destroyed when no longer needed.
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January 10, 2013
Furthermore, the district or Participating
Entity will be required to sign the
contractor’s PDPA (Personal Data
Protection Agreement) prior to any
contractor employee submitting information
to complete the district’s or Participating
Entity’s mandatory background check
process.
** The Region 4 ESC/TCPN, district, and
Participating Entity must acknowledge that
HP is prohibited from requiring HP
employees to participate in the district’s or
Participating Entity’s background check
process as a condition of employment. HP
employees must volunteer to participate in
such background check processes. As a
result, HP cannot be held liable for any
scheduling delays caused by the mandatory
background check process.
Attachments 9 through 11: HP Additional Terms and Conditions
HP’s acceptance of the RFP terms and conditions is subject to HP’s complete RFP
response, as well as the exceptions noted therein and the HP Additional Terms and
Conditions, which are especially relevant to the sale of the Products and Services
proposed for purchase hereunder. For the purposes of the HP Additional Terms and
Conditions the term “Customer” shall mean the entity purchasing the products or services
(i.e. Region 4 ESC, TCPN, Member, or Participating Entity). HP is open to negotiate all
terms and conditions, in good faith, upon award.
Page-142
January 10, 2013
HP Appendix A—Supplemental Information
Please refer to the following supplemental information that was referenced throughout
HP’s responses above.
•
Att 1 – HP Primary Office Locations
•
Att 3 – HP QBR Sample 2012
•
Att 4 – HP PageWide Technology White Paper
•
Att 5 – Case Studies
•
Att 6 – HP Value Add Discounts
•
Att 8 – HP Region 4 ESC Exceptions Table
•
Att 9 – HP Region 4 ESC Additional TC
•
Att 10 – HP Region 4 ESC PMPS – MPSA Additional TC
•
Att 11 – HP Region 4 ESC PMPS – Schedule Additional TC
Page-143
HP Office Locations (Primary)
Region 4 Education Service Center
Solicitation Number 12‐56
STREET
6728 Odyssey Drive
100 Capitol Commerce Boulevard
301 Techna Center Drive
2501 Technology Circle
2601 SE J Street
355 Ledgelawn Drive
500 President Clinton Avenue
Black Mountain Communications Space (Bay Area)
Cerritos Towne Center
402 Otterson
621 Hawaii Street
950 Iron Point Road
4245 and 4209 Technology Drive
4211 Technology Drive
4225 Technology Drive
5070 Brandin Court (5020 Surrendered 12/31/12)
1055 West 7th Street
181 W Huntington Drive
181 W. Huntington Drive
1501 Page Mill Rd
3000 Hanover St.
310 University Avenue
3180 Hanover Street
3200 Hanover Street
5758‐5794 West Las Positas Blvd
10888 White Rock Road
11135 Trade Center Drive
2640 Mercantile Drive
3141 Data Drive
8000 Foothills Blvd
7010 and 7140 N. Cajon Boulevard
CITY
Huntsville
Montgomery
Montgomery
Bentonville
Bentonville
Conway
Little Rock
Santa Clara
Cerritos
Chico
El Segundo
Folsom
Fremont
Fremont
Fremont
Fremont
Los Angeles
Monrovia
Palo Alto
Palo Alto
Palo Alto
Palo Alto
Palo Alto
Pleasanton
Rancho Cordova
Rancho Cordova
Rancho Cordova
Rancho Cordova
Roseville
San Bernardino
1
STATE
ZIP CODE
COUNTRY
AL
AL
AL
AR
AR
AR
AR
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
CA
35806
36117
36104
72712
72712
72032
72201
95054
90703
95973
90245
95630
94538
94538
94538
94538
90017
91016
94304
94304
94301
94304
94304
94588
95670
95670
95742
95670
95747
92121
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
United States
STREET
12770 High Bluff Drive
16550 W. Bernardo Drive
3970 Sherman Street
303 2nd Street
Spear Tower
160 E. Tasman Drive
1701 Junction Court
San Jose International Airport
2633 Camino Ramon
1140 Enterprise Way
1160 Enterprise Way
485 Potrero Avenue
950 and 1000 West Maude Avenue
3220 Executive Ridge
3404 E Harmony Road
2500‐2580 55th Street
333/335 Centennial Pkwy.
800 Connecticut Blvd
800 Connecticut Blvd.
195 Scott Swamp Road
1100 New York Avenue, N.W.
1331 Pennsylvania Ave., N.W.
707‐09 G Street, N.W.
800 K Street NW
248 Chapman Road, 1st Floor
6621 Southpoint Drive North
5200 Blue Lagoon Drive
3450 Lakeside Drive
Two Resource Square
11208 Blue Heron Blvd.
2562 Executive Center Circle East and
CITY
San Diego
San Diego
San Diego
San Francisco
San Francisco
San Jose
San Jose
San Jose
San Ramon
Sunnyvale
Sunnyvale
Sunnyvale
Sunnyvale
Vista
Fort Collins
Boulder
Louisville
East Hartford
East Hartford
Farmington
Washington
Washington
Washington
Washington
Newark
Jacksonville
Miami
Miramar
Orlando
St. Petersburg
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Technical white paper
HP PageWide
Technology
Breakthrough speed, professional quality
Table of contents
4 Breakthrough speed, professional quality
5 How HP PageWide Technology achieves breakthrough speed
5 How ink printing works
5 HP inks—a recipe for quality
6 Moving the ink from printhead to paper
7 Building a pagewide printhead
7 HP Scalable Printing Technology
7 A pagewide printhead
8 Managing 42,240 nozzles
9 Nozzle substitution
10 Printhead servicing
11 Ink and paper, working together
11 HP pigment inks
11 Papers with ColorLok® Technology
12 Moving the paper
14 Achieving high print speeds and fast first page out
14 Conserve resources—save energy and money
14 Summary
Technical white paper | HP PageWide Technology
Business moves fast.
Professional impressions are
paramount. Exceptional office
printing helps set the pace,
pushes projects forward, makes
workteams more efficient, and
improves the bottom line.
3
Breakthrough speed,
professional quality
Using breakthrough HP PageWide Technology, HP Officejet
Pro X Series desktop printers and MFPs deliver up to twice the
speed1 at up to half the printing cost compared with color laser
printers.2 This new class of devices offer the best of both ink
and toner technologies, including:
• Fast printing speed, up to 70 pages per minute in General
Office quality mode
• Powerful savings—up to 50% lower cost per page than color
laser printers2
• No-compromise print quality, reliability, and energy savings
• Compatibility with corporate enterprise networks for
management and workflow solutions3
Original HP pigment inks deliver superb output quality and
resist smearing on a broad range of papers. Plus, offices
save money through low acquisition and operating costs
and can save additional money and resources with an ENERGY
STAR® qualified device.
1 Comparison based on manufacturers’ published specifications of fastest available color mode (as of March 2012) and includes color laser MFPs <$1000 USD MSRP and color laser
printers <$800 USD MSRP available March 2012 based on market share as reported by IDC as of Q1 2012 and HP internal testing of printer in fastest available color mode (sample
4-page category documents tested from ISO 24734). For more information, see www.hp.com/go/printerclaims.
2 Cost per page (CPP) claim is based on the majority of color laser MFPs <$1000 USD MSRP and color laser printers <$800 USD MSRP as of March 2012, ISO yield based on continuous
printing in default mode based on market share as reported by IDC as of Q1 2012. CPP comparisons for laser supplies are based on published specifications of the manufacturers’
highest capacity cartridges. CPP based on HP 970XL/971XL ink cartridges estimated street price. For more information, see www.hp.com/go/learnaboutsupplies.
3 Supports HP PCL 6, HP PCL 5c, HP postscript level 3 emulation, native PDF printing (v 1.7), HP Universal Print Driver, HP Web Jetadmin, HP Imaging and Printing Security Center.
Additional workflow solutions available through HP’s certified software and third-party partner program. For solution details, go to www.hp.com/go/ideabook.
4
How HP PageWide Technology achieves
breakthrough speed
HP PageWide Technology takes proven, advanced commercial printing technologies and
scales them to a new class of multifunction printers designed to serve small workteams.
More than 40 thousand tiny nozzles on a stationary printhead that spans the width of a page
deliver four colors of Original HP pigment ink onto a moving sheet of paper. Because the
paper moves and the printhead doesn’t, HP Officejet Pro X Series printers are quiet and
dependable offering laser-fast print speeds and a rapid first page out.
The HP Officejet Pro X Series comes standard with built-in duplex printing capability, two
input trays, and copy, scan, and fax functionality on multifunction models.
The key elements of the HP PageWide Technology platform producing high print quality,
speed, and reliability include:
• A pagewide array of 42,240 nozzles that produce ink drops with uniform drop weight,
speed, and trajectory
• 1,200 nozzles-per-inch native resolution for consistently high print quality
• HP Pigment Inks that provide controlled ink-paper interactions, high color saturation,
dark, sharp, and crisp text, and rapid drying
• Precise control of paper motion for dependable print quality and reliable operation
• Automatic nozzle health sensing, active and passive nozzle substitution, and automatic
printhead servicing for dependable print quality
How ink printing works
The basic elements of ink-based digital printing are colorants, the process for transferring
colorant to the paper, and office papers.
HP inks—a recipe for quality
Colorants form the image on paper by reflecting light at specific wavelengths to produce
distinct colors. Colorants can be made of dyes, pigments, or a mixture of both.
Dyes are composed of individual molecules, whereas pigments are tiny colored particles
whose diameter is about a wavelength of visible light. Both can produce bright, colorful
images. However, pigments offer superior color saturation, black density, fade resistance,
and smear resistance (for example, from water and highlighters) on office papers and
coated brochure papers. These attributes make pigments the colorant of choice for HP
LaserJet toners and for the HP inks used in HP Officejet Pro X Series printers.
In order to produce colorful graphics and images along with sharp, crisp lines and text, the
colorant must remain at or very near the paper surface. If colorant moves across the surface
or penetrates too deeply into the sheet, then lines and text won’t be sharp, blacks won’t be
dark, and colors won’t be vivid. To achieve high print quality, colorants must rapidly
immobilize in a thin surface layer immediately after they reach the paper—a primary factor
in the high quality produced by HP LaserJet printers and HP Officejet Pro X Series printers.
5
Moving the ink from printhead to paper
Unlike HP LaserJet toners, which are dry powders, inks are liquids during storage and delivery
to the paper, and they behave like liquids for a short time on the paper surface.
Inks are composed of colorants and a clear liquid, called the “ink vehicle”, that carries the
colorants to the paper. The ink vehicle in HP pigment inks is primarily water, but it also
contains ingredients required for consistent, reliable drop ejection and for controlling
interactions between the ink and paper.
Ink travels to the paper surface in tiny, 6 picoliter drops. There are one trillion
(1,000,000,000,000) picoliters in a liter, and a gram of ink yields about 170 million
6 picoliter drops. The printhead ejects drops one at a time through individual nozzles, and
each drop must emerge at a consistent weight, speed, and direction to place a correctsized ink dot in the correct location.
Chamber
Orifice
Heater
“Pillars”
(Ink filter)
An HP Thermal Inkjet printhead has no moving parts. Nothing moves except the ink itself.
Inside the printhead, shown by the cutaway diagram in Figure 1, an electrical pulse lasting
about a microsecond heats a tiny resistor in the drop generator—a three-sided chamber
with a refill channel and nozzle—that is filled with ink. A thin layer of ink vaporizes to form a
bubble that expands to propel a drop out of the nozzle at around 10 meters (33 feet) per
second. The bubble acts like a tiny piston, rising out of the floor of the chamber to push ink
through the nozzle overhead. As the bubble collapses, after about 10 microseconds, it
breaks the ink stream into a droplet and draws fresh ink into the chamber refilling it for
another cycle (shown by the black arrow in Figure 1).
After leaving the printhead, the ink drop flies about 1 mm to produce a dot in a precise
location on the paper. This process can repeat tens of thousands of times per second in each
drop generator.
Figure 1: Cutaway view of an SPT-based drop
generator
Figure 2: HP pigment ink on HP Multipurpose
Paper with ColorLok® Technology
(Image source: HP)
6
Once on the paper, pigments must quickly immobilize to produce sharp text and lines and to
achieve high color saturation and black optical density. HP pigment inks quickly separate
the pigments from the ink vehicle to prevent color and black inks from mixing at the
boundaries of lines and characters.
The printed image dries as volatile components of the ink vehicle (primarily water)
evaporate and leave the pigments behind.
Figure 2 shows a cross-section view of HP pigment ink on HP Multipurpose Paper with
ColorLok® Technology. A thin, conformal film of pigments is seen on the paper surface
along with the internal structure of the paper. The chemistry of ColorLok® Technology holds
the pigments at the paper surface, enabling HP pigment inks to deliver color and black
imaging performance comparable to HP LaserJet toners.
Building a pagewide printhead
HP Scalable Printing Technology
The dependable print quality, speed, and reliability of HP Officejet Pro X Series printers is
made possible by HP Scalable Printing Technology (SPT)—the latest generation of HP
Thermal Inkjet technology that employs ultra-precise and proven materials, design
rules, and manufacturing processes.
SPT brings to printhead manufacturing the benefits of large-scale, precision processes
developed for the production of integrated circuits. With SPT, all parts of the printhead,
from thin-film integrated circuits to thick-film fluidic structures, are defined using a process
known as photolithography, which can define very small structures. The ink passages,
chambers, and nozzles in SPT printheads are produced with sub-micron precision to deliver
every drop with uniform volume, speed, and trajectory for consistent image quality.
Figure 1 presents a schematic, cutaway view of an SPT-based Thermal Inkjet drop generator.
On a silicon substrate, thin-film layers produce integrated electronic circuits and the resistors
(or heaters) used to eject drops. A feed slot fabricated through the silicon (seen at the lower
right) provides the ink supply to arrays of drop generator chambers placed on either side of
the feed slot.
The pagewide printhead is designed to last the lifetime of an HP Officejet Pro X Series
printer, and its reliable operation depends on robust contamination resistance. SPT enables
the placement of tiny pillars (shown in Figure 1) that act as an ink filter, forming a barrier to
particles that could enter and clog the drop generators.
The drop generator chamber and the orifice (nozzle) plate are made of the same
photoimageable polymer (shown in a tan color). To give a sense of scale, the thickness of
the chamber and orifice plate is less than a human hair (~50 microns). This integrated
structure is built up from the silicon through several steps involving polymer deposition,
exposure, and development. To help ensure a long service life, the thin-film layers on the
silicon substrate, ink feed slot, chamber, and orifice material all have high resistance to
chemical interaction with the inks.
A pagewide printhead
HP’s pagewide, 4-color writing engine assembly is shown in Figure 3. Ink cartridges for black,
magenta, cyan, and yellow inks plug into ink fittings at the top of this assembly that provides
pressure regulation and filtration for each ink. It also senses when the cartridge is running
low or out of ink. Cartridges can be changed easily: an informational animation on the printer
control panel describes this process.
The printhead has 10 HP Thermal Inkjet chips, called dies,4 placed upon rigid, dimensionally
stable, injection-molded plastic carriers. The carriers precisely align each die in the array
and provide interfaces for the ink. Figure 4 shows a bottom view of the writing engine
assembly with the printhead visible.
Figure 3: Pagewide writing engine assembly
Figure 5 shows a close-up view of a die and its neighbor. Each die has 1,056 nozzles for each
of four ink colors, totaling 4,224 nozzles per die and 42,240 nozzles on the printhead.
The nozzle array for each ink is formed from two columns of drop generators on either
side of an ink feed slot fabricated through the die (see Figure 5). The polymer material that
forms the orifice plate and drop generator chambers is transparent, so the drop generator
chambers and the surface of the die with its four-ink feed slots are visible in Figure 5.
The printing order, seen top-to-bottom in Figures 4 and 5, is black, magenta, cyan,
yellow (KMCY).
4 The term “die” comes from integrated circuit manufacturing and means a silicon chip. HP Thermal Inkjet printheads start out as silicon wafers with
integrated electronics and heaters.
7
Figure 4: Pagewide writing engine assembly,
bottom view
Figures 4 and 5 show the stainless steel shroud that seals around the dies. The shroud
provides a flat surface for the service station to cap and wipe the printhead.
Electrical connections are made by bonding a flexible circuit to interconnect pads on the
sides of each die. These bonds are protected by the (blue) bead of epoxy seen in Figure 5.
The flexible circuit carries signals and power between each die and a printed circuit board on
the writing engine assembly (seen in Figures 3 and 4).
In addition to the drop generators, each die has integrated electronics for signalprocessing and power-control. Only 10 electrical interconnections5 to each die are needed
to operate 4,224 nozzles. Data rates into each die can exceed 100 megabits per second.
As seen in Figures 4 and 5, dies are staggered and overlap by 30 nozzles at each end.
For the dot rows in the overlap zones, the printhead uses nozzles on both dies to suppress
any print artifacts at the die boundaries. The print swath spans 8.575 inches (217.8 mm), allowing HP LaserJet margins6 on US Letter
A and US Legal (8.5 inches) and ISO A4 (8.27 inches) formats. For each of the four colors, the
print swath is 10,290 dot rows spaced at 1,200 dots per inch across the printhead.
Managing 42,240 nozzles
Figure 5: Detail of an HP Thermal Inkjet die
HP PageWide Technology periodically tests the performance of all 42,240 nozzles on the
printhead to help maintain dependable print quality. This automatic process finds nozzles
that are not performing within specifications, and also checks each nozzle frequently so that
it catches and corrects any failures that could affect print quality.
HP Officejet Pro X Series printers use optical sensors to calibrate the printhead, measure
nozzle performance, and monitor paper motion. These sensors are placed on a small
carriage that scans across the paper and printhead. A paper sensor scans printed diagnostic
test patterns, and the writing system controller uses this information to electronically
compensate for die-to-die alignment tolerances and variations in drop volume that could
produce visible print artifacts. This sensor also detects the edge of the sheet as it moves into
the print zone. A printhead sensor, developed specifically for HP Officejet Pro X Series
printers, measures individual drops in flight as part of a system that provides robust print
quality by substituting good nozzles for those that do not meet operating specifications.
Pagewide printing arrays, whether in a toner- or ink-based printer, can produce streaks along
the paper axis when dots are missing or misplaced. With ink, a bad nozzle typically produces
a light streak that is visible in the dark and mid-tone areas of monochrome images; a light or
colored streak may appear in color graphics and images.
With 1,200 nozzles per inch across the page, missing or misplaced black dots from one or
more isolated bad nozzles will generally have little or no visible effect on black text. Because
text is printed at high density, the spread of ink into the missing dot row from neighboring
dots will suppress a streak.
The problems with bad nozzles can be suppressed by nozzle substitution, by which the
immediate neighbors of a bad nozzle take over printing its dots. For the printing system to
perform automatic nozzle substitution, it must determine precisely which nozzles are good
and which are bad.
5 With redundant power and ground connections, there are 16 physical conductors.
6 LaserJet margins are 1/6 inch.
8
Techniccal white paper | HP
H PageWide Techn
nology
Backkplane
• Each drop is le
ess than 25 micrrons (0.001 inchh) wide, and dro
ops move at abo
out
10 meters (33 feet) per seconnd.
Saample zone
Th
here are many challenges
c
to m
measuring indivvidual ink dropss in-flight from a
pa
agewide printhe
ead:
• There are fourr nozzle arrays oon each die. Sin ce the dies are sstaggered on th
he printhead,
the arrays of nozzles
n
are posiitioned at differrent distances from the sensor..
• The measurem
ment system muust fit into a connfined space close enough to th
he printhead to
measure indivvidual drops.
• The sensor mu
ust be highly im
mmune to stray rreflected light aand electrical no
oise.
• Drop detection
n must have litttle impact on prrinter productivity.7
Figuree 6: Schematic of Backscatter
Drop D
Detection
Fo
or HP Officejet Pro
P X Series prinnters, HP develooped a new tech
hnology called B
Backscatter Drop
De
etection (BDD). BDD employs innnovative opticss and multiple p
photodetectors along with
ad
dvanced analog and digital signnal processing. Unlike other op
ptical methods, where a drop
pa
asses between a light source annd a detector, B
BDD works by deetecting the ligh
ht that is
ba
ackscattered (re
eflected) by a drrop passing throough a focused light beam. Thee Backscatter
Drrop Detector ca
an test several hhundred nozzle s per second.
DD is shown sch
hematically (wit h light rays tracced) in Figure 6.. The BDD modu
ule consists of a
BD
ho
ousing (not show
wn), five lensess, a surface-emiitting diode (SED
D) light source iindicated by the
e
magenta rays in Figure
F
6, and foour photodetecttors—two on eaach side of the S
SED —behind
ap
perture plates.
Th
he SED emits a beam
b
of light th rough a projecttion lens, and fo
our imaging lensses focus
ba
ackscattered lig
ght from the droops onto the ph otodetectors. W
With staggered d
dies on the
prrinthead and mu
ultiple columns of nozzles per die, drops are eemitted at differrent distances
from the detectors in a sample zzone that is abo ut 0.4 inches (10 mm) deep. A b
backplane
be
ehind the printh
head reduces unnwanted reflect ions of light, wh
hich improves itts ability to
de
etect the very weak
w
signal prodduced by backsccattered light. A
Af ter a backscatttered signal is
prrocessed by ana
alog and digital circuits, algoritthms assess eacch nozzle’s fitneess to print.
No
ozzle substitu
ution
P Thermal Inkje
et’s high drop raates and high noozzle density pr ovide both activve and passive
HP
no
ozzle substitutio
on to suppress the effects of faailed nozzles. T his is one of thee keys to the
exxcellent print qu
uality achieved by HP Officejet Pro X Series prrinters.
Figuree 7: Schematic: nozzle substitution
Figure 7 shows exxamples of noz zle substitutionn in a 1,200 x 1,2
200 grid for a paassive case and
tw
wo active cases. For orientationn, dot rows run ddown this page, designated by the letters "a"
th
hrough "h" in this figure. The noozzles out in thiis example are ““b” and “e”, “f”, an
nd “g”, shown by
th
he empty small bla
ack dots represennting drop generaators. Good blackk and color drop g
generators are
sh
hown by the smalll colored dots. D
Dot columns runn across this pag
ge, and are asso
ociated with
no
ozzle locations on
o the printheaad. The paper m oves down the page in this figu
ure.
Th
he choice of grid
d points that recceive ink drops to produce a so
olid black area fiill, as well as the
se
election of nozzles to substitutte for a failed noozzle, use sophiisticated algoritthms to control
ink load, minimize image artifac ts (such as grai n and banding),, and implement active nozzle
su
ubstitution. Figu
ure 7 is highly scchematic and d oesn’t take into
o account the fu
ull extent of dot
sp
pread, which willl substantially fill in the white spaces as show
wn to further improve the
re
esults of error hiding. But, to illlustrate basic prrinciples, Figuree 7 is faithful to
o the actual
prrocesses used fo
or nozzle subst itution.
7 Drop detection is typica
ally done while the printer
p
is idle, and th
he process can be in
nterrupted by a prinnt job.
9
Passive nozzle substitution makes direct use of HP Thermal Inkjet’s high nozzle density: if
one nozzle fails, the surrounding nozzles compensate. With 1,200 nozzles per inch, there are
two nozzles for each ink color that can print within a 600 x 600 grid,8 and neighbor nozzles
are at most 1/1,200th of an inch (21 um) from the affected dot row.
Passive substitution is shown schematically for the nozzle printing column “b” in Figure 7.
Nozzle failure could potentially produce the white streak shown in the lower half of the
figure. But, with ink spread from the neighboring dots, the white streak is substantially
smaller than a full 1,200 x 1,200 square. In fact, dot spread may completely close up the
white space, making a single nozzle failure practically invisible. In any case, this defect will
usually be difficult to see in normal-size text. After this nozzle failure is detected, active
nozzle substitution is employed for row “b” in the upper half of the figure.
Active nozzle substitution uses a nozzle-out lookup table compiled from the results of
several BDD measurements over time. Some nozzles may remain out while others recover
after printhead servicing. The lookup table is processed to select nozzles that can take over
printing from a failed nozzle. This may require double the drop rate from the substituting
nozzles. In some cases, drops of other ink colors can be substituted in the same and
neighboring dot rows. In this way, active nozzle substitution can effectively handle situations
where two or more adjacent nozzles have failed.
Figure 7 shows two cases of active nozzle substitution: one black nozzle out (row “b”)
and three adjacent black nozzles out (rows “e”, “f”, and “g”).
For a single black nozzle out in row “b”, active substitution prints dots using neighboring
black nozzles from rows “a” and “c”. The upper half of Figure 7 shows this schematically with
black dots highlighted here by a red outline. Alternating dots between rows “a” and “c”
reduces the visibility of the white space and breaks up a dark line that might otherwise be
visible if dots were substituted only on one side of row “b”.
If three or more adjacent nozzles are out, active nozzle substitution uses both black and color
inks. For example, consider black nozzles out in rows “e”, “f”, and “g” in Figure 7.
Cap
Web cover
Web
Wiping
roller
Figure 8: Printhead service station cassette
In the lower half of Figure 7, having three adjacent empty dot rows could produce a visible
white streak as shown. Three adjacent dot rows are too large a gap to be effectively handled
by passive nozzle substitution. After the failures are detected and processed into the nozzleout lookup table, active nozzle substitution is applied as shown in the upper half of the
figure. Good neighboring black dots (shown highlighted by a red outline) are substituted in
rows “d” and “h”. Row “f” is printed with composite black dots, indicated schematically by
dots with a red outline and dark gray fill, from the printhead’s cyan, magenta, and yellow
nozzles that print in row “f”. (The printed dots are not actually gray – gray is shown only for
the purpose of illustration.)
Printhead servicing
Periodic printhead servicing is an essential part of reliable print quality. It keeps good nozzles
working and may be able to recover bad ones. HP Officejet Pro X Series printers feature a
built-in service station cassette9 that performs four key functions: printhead capping, nozzle
conditioning, nozzle plate wiping, and ink containment used for servicing. While printhead
servicing is automatic, a user may initiate a printhead cleaning cycle, if required. Figure 8
shows the cassette and calls out the key components.
When the printhead is not in use, it is capped to prevent ink from drying and clogging the
nozzles. Capping provides a humid storage environment that keeps the inks liquid in the
nozzles at a viscosity that allows drops to be ejected. The cap presses against the printhead’s
stainless steel shroud and seals around the dies without touching them.
8 For example, a 600 x 600 dpi print mode.
9 The service station cassette is designed for the life of the printer and is not user replaceable.
10
Techniccal white paper | HP PageWide Techn
nology
No
ozzle conditioniing refreshes thhe ink in each noozzle. This allow
ws the printhead to eject
drrops within masss, speed, and trrajectory speciffications. Due to
o the loss of volatile ink
co
omponents (mainly water), eac h nozzle perioddically ejects a few drops through the print
pllaten to purge in
nk that has becoome too viscouss to meet print q
quality specificaations and
co
ould clog the nozzle. Drops useed for nozzle connditioning are ccaptured below the print platen
n
on
n a spit roller that indexes slow
wly with paper m
motion. Ink is removed from thiis roller and
sttored in a chamb
ber inside the duuplexing unit. SSince a small am
mount of ink is u sed for nozzle
co
onditioning, and
d it evaporates oover time, the c hamber capacitty is designed to
o last the
liffetime of the printer with no seervicing requiredd.
In the service sta
ation cassette, a circulating weeb of absorbent material storess used ink and
prrovides a meanss of wiping the pprinthead nozzlle plate. Becausse most of this iink eventually
evvaporates, the web
w dries betweeen wiping and sservicing eventts and is reused..
Th
he web advance
es automaticallyy during servicee functions. During servicing, th
he writing
en
ngine assembly automatically llifts away from the platen, allo
owing the servicce station to
move under the printhead.
p
For w
wiping, the web advances over a spring-loaded
d roller (see
Figure 8) that gen
ntly presses it aagainst the nozzzles. This removves paper dust aand any ink
acccumulation. Th
he cassette thenn advances furt her under the p
printhead to eng
gage
th
he cap.
In
nk and paper, work
king togetther
Pa
agewide printing requires speccial ink formulattions and highlyy controlled inteeractions
be
etween ink and paper to achievve high print quaality in a single pass. HP pigmeent inks produce
e
su
uperb results on
n ColorLok® pappers.
HP pigment ink
ks
HP
P ink chemists formulated
f
HP ppigment inks foor HP Officejet P
Pro X Series prin
nters to meet
th
he demanding re
equirements of dependable, hi gh-quality, fastt, single-pass p
printing:
• Nozzle arrays for each color aare placed closee together on eaach printhead diie, so inks must
resist mixing and
a cross-contaamination durinng operation, sto
orage, and wiping.
• Black inks musst produce highh black optical d ensity in a single pass.
or-to-color
• Single-pass, high-speed
h
printting requires thhat the inks resisst mixing at colo
boundaries in the image whilee still liquid. Ho
owever, inks mu st be able to pro
oduce smooth
and saturated secondary coloors (such as red s, greens, and b
blues) in a singlee pass when
a printed dot on dot and wet on wet.
different inks are
• The printer mu
ust quickly conttrol paper curl aand cockle (puckkering) to preveent paper
jams, and musst quickly immo bilize pigmentss to prevent ink from smearing during paper
transport and to prevent ink ttransfer (sheet tto sheet) in the output tray.
Pa
apers with ColorLok® Techn
nology
Liquid inks underrgo complex phhysical processees and chemicaal reactions on tthe paper
su
urface. Therefore, ink and pap er must work t ogether as a syystem to delive r the best
re
esults.
ubstantial adva
ances in both in k- and toner-b ased printing technologies haave driven high
Su
de
emand for officce papers that ooffer enhanced print quality w
with reliable and
d consistent
re
esults for both ink
i and toner. CColorLok® Tech nology deliverss these benefit s on plain
pa
apers used for office
o
printing.
11
Techniccal white paper | HP
H PageWide Techn
nology
Co
olorLok® paperss have special aadditives to rappidly separate p
pigments from the ink and
im
mmobilize them
m on the paper ssurface. For inkk-based printing
g, ColorLok® paapers deliver
higher print quallity with bolder , darker blacks , and richer, mo
ore vibrant colo
ors. Ink dries
fa
aster, which means pages can be handled witthout smearing right from the output tray. All
th
hese benefits allso apply for re cycled papers w
with ColorLok® Technology. CColorLok®
pa
apers are availa
able worldwide from leading ppaper supplierss.
HP
P recommends ColorLok® pap ers for best pri nting results. T
To learn more aabout the
be
enefits of ColorrLok® Technolo gy, visit http:///www.colorlok..com.
Left door guide
Output roller 2
Turn roller
Outp
put roller 1
n
Platen
Feed roller
Upperr guides
Inner guide
Figuree 9: Cross-section
n of the paper tran
nsport system
Moving
M
the
e paper
To
o compete with color laser prin ters in small woorkteam environments, HP Offficejet Pro X
Se
eries printers ne
eed a compact, reliable paper ttransport that p
produces fast, faace-down,
co
orrect-order outtput with built-iin duplexing. HP
P designed a neew paper transport to meet
th
he needs of page
ewide array prinnting. Figure 9 sshows a cross-ssectional view o
of the key
co
omponents. A single sheet of paaper, shown by the green arrow
w, moves from rright to left in
th
his view.
A sheet printed on one side (simpplex) moves up against the lef t door guide, crosses the
writing system asssembly (Figuree 3), and exits faace down to thee output bin. A d
duplex-printed
sh
heet moves up against
a
the left door guide, theen reverses and passes under the duplexing
un
nit (not shown), following the ssame path takenn by sheets com
ming from the m
multipurpose
tray (tray 1). This design efficienntly integrates dduplexing and m
multipurpose traay functionality
into the paper path.
Th
he HP Officejet Pro
P X Series papper transport efffectively stabiliizes and constraains the
sh
heet through the printer from ppick to drop. It ddelivers reliablee paper pick, low
w jam rates,
an
nd continuous and
a accurate moovement of the paper in the print zone. Sheetss are printed,
du
uplexed, and dellivered to the ouutput tray withoout smearing inkk.
12
The HP Officejet Pro X Series paper transport incorporates a number of innovations that
enable cost-effective, precise paper motion control. These include:
• A gear train with precision-matched pitch diameters
• Precision, low-cost bearings
• Servo-controlled overdrive of specific rollers
• Precision roller diameters
• Star wheels
• Drive shaft biasing to prevent backlash
Users have come to expect low rates of pick and jam failures from HP LaserJet solutions. HP
adapted paper pick mechanics and paper supply tray spring-plate designs from high-end HP
LaserJets to give HP Officejet Pro X Series printers pick and jam failure rates measured in
single events over several thousand pages—similar to HP LaserJets.
Under steady-state conditions, constant paper velocity in the print zone is relatively easy
to produce. In cut-sheet paper handling, however, a sheet’s leading or trailing edge is
almost always moving into or out of a set of elastic rollers, and this can disrupt smooth
paper motion. If not properly controlled, edge transitions produce paper velocity variations
in the print zone that can appear as dark or light bands and irregular lines. The paper
transport in HP Officejet Pro X Series printers is designed to effectively handle edge
transitions and maintain controlled paper motion through the print zone.
Uncontrolled movement of paper along any axis of motion or rotation translates into dot
placement errors on the sheet. Motion in the paper feed direction and movements that affect
printhead-to-paper spacing are of particular concern. Multiple hold-down features are
incorporated into the paper transport design to stabilize and constrain the paper.
A dual reverse-bow is introduced in the paper on the input and output sides of the paper
transport, as seen in Figure 9. This effectively holds paper against the platen and prevents
the paper’s leading and trailing edges from lifting while entering and exiting the print zone.
The high rate of ink application on paper from a pagewide array means that the ink is still
wet when it leaves the print zone. Damp paper loses stiffness, so it must be handled
carefully to avoid smearing ink. The paper path design addresses issues associated with
handling a damp sheet by guiding the paper with star wheels—thin, metal gears that only
touch the paper with sharp points, so they can roll over wet areas without leaving ink
tracks. Although HP has used star wheels in printers for many years, they have not been
used extensively to drive damp paper around tight corners inside a printer. The paper path
for HP Officejet Pro X Series printers uses more than 300 star wheels to precisely control
paper motion.
HP Officejet Pro X Series printers have an active flap near the output tray that controls curl as
the printer ejects paper. The flap is closed when the printer is not printing. It opens partially
when printing with high ink densities in dry environments—when more curl might occur—
and opens fully under other conditions to control moderate curl.
13
Achieving high print speeds and fast first page out
Quality Mode
Simplex
Pages/min.11
Duplex
Pages/min.11
General Office
Up to 70
Up to 33
Professional— Up to 42
Up to 22
ISO (default)
The data processing architecture for HP Officejet Pro X Series printers was designed to
support the high printing speeds from the pagewide printhead as well as provide fast
first page out. Throughput of HP Officejet Pro X Series printers in General Office and
Professional (default) modes are shown in the table at left.
First-page-out time—measured from the moment of selecting “Print” to the drop of the first
page into the output tray—depends on a number of factors including host processor speed,
interface type, network speed and network traffic, document complexity, and printer status
(active, standby, sleep). From standby, HP Officejet Pro X Series printers take less than 10
seconds to put out an ISO standard page.12
Conserve resources—save energy and money
Mode
Officejet Pro X551dw Series
Off
0.14 W
Sleep
0.95 W
Standby
9W
Operating
48 W
HP Officejet Pro X Series printers meet ENERGY STAR® guidelines and offer users low
operating and standby power requirements and a low Typical Energy Consumption (TEC)13
of only 0.6 kilowatt hours (kWh) per week.14
HP PageWide Technology saves significant power by eliminating the fuser required for tonerbased printing technologies.
The table at left lists average power requirements for the HP Officejet Pro X551dw printer
for different modes.15
Summary
HP Officejet Pro X Series printers bring the best of toner- and ink-based printing to small
workteams by delivering high levels of reliability, color and black print quality, and
productivity. These printers offer low product acquisition costs, have low total energy
consumption, and produce color pages at up to twice the speed1 and up to half the printing
cost2 compared with color laser printers.
HP PageWide Technology breakthroughs enable the high performance and robust print
quality of HP Officejet Pro X Series printers. Exceptional features include a pagewide
printhead with a nozzle density of 1,200 per inch for each of four colors, controlled inkpaper interactions using HP pigment inks, precision paper motion control, automatic
nozzle performance measurement, active and passive nozzle substitution, and automated
printhead service routines that can restore nozzle operation.
For more information about HP Officejet Pro X Series printers, visit
hp.com/go/officejetprox.
11 Measured after the first set of ISO test pages. For more information, see www.hp.com/go/printerclaims.
12 For details, see www.hp.com/go/printerclaims.
13 TEC is based on ENERGY STAR measurement protocols. For more information, visit www.energystar.gov. 14 Preliminary result subject to change based on simplex printing in Professional mode, 32 jobs per day, 25 pages per job.
15 Power requirements depend on printer configuration and installed accessories. See product data sheets for specific values.
Get connected.
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and
services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors
or omissions contained herein.
4AA4-4292ENUS, Version 2, Created October 2012
GENERAL MILLS
HP Managed Print Services helps food giant redirect resources to
growth and innovation
“HP Managed Print Services is not only saving money for General Mills,
but giving us more flexibility in the way we work day-to-day. Managed print
is evidence that we’re truly getting the benefits we expect from a key
corporate partner.”
—Mike Hon, Manager, Technology and Document Solutions, General Mills
HP CUSTOMER
CASE STUDY:
General Mills supports
its sustainability,
innovation and Holistic
Margin Management
strategy with HP MPS
INDUSTRY:
Manufacturing
OBJECTIVE:
Support corporate initiatives aimed at cost
control, innovation and sustainability
APPROACH:
Integrate HP Managed Print Services
incorporating HP Access Control and
HP ePrint Enterprise
IT IMPROVEMENTS:
• HP Access Control enhances print
security and reduces waste
• HP ePrint Enterprise enables cloud
printing via mobile devices
• HP Web Jetadmin software facilitates
remote management and monitoring,
group printer policies, and printer alerts
• HP Universal Print Driver simplifies
printer driver management
BUSINESS BENEFITS:
• $1.1 million in annual savings, more
than 50% cost reduction
• Support for corporate FUSE and
sustainability commitment
• Secure print solution with HP Access
Control
• Default duplex printing at 61%
• 10 million fewer pages printed annually
• Improved printer reliability (more than
98% uptime)
• Reduced energy use for printing
Click on image to watch video
For more than a century, General Mills has proven
itself as an innovative leader in the food products
industry. Beginning with Gold Medal Flour in
1880, it has long aimed to have its brands occupy
top market position.
Consistent with its mission of “Nourishing Lives,”
General Mills has thoughtfully identified ways to
simplify its operations, drive out cost, and redirect
its resources toward initiatives that provide value
to customers and employees.
HP Managed Print Services (MPS) was initiated
by General Mills to streamline and support its
key corporate initiatives. By simplifying print
management using HP Managed Print Services,
General Mills is saving more than $1 million per
year—more than a 50% reduction compared to
its pre-MPS cost per printed page. The savings
continue to grow.
CUSTOMER
SOLUTION AT
A GLANCE
PRIMARY APPLICATIONS
General office printing,
copying, faxing
PRIMARY HARDWARE
•HP CM8060 Color MFP
•HP LaserJet M4345 MFP
•HP Color LaserJet
CM4730 MFP
•HP LaserJet 4250 printer
PRIMARY SOFTWARE
•HP Web Jetadmin
•HP Universal Print Driver
•HP Access Control
•HP ePrint Enterprise
HP SERVICES
•HP Managed Print
Services
Simplified print management is also helping
General Mills in achieving larger corporate
initiatives. “HP Managed Print Services is not only
saving money for General Mills, but giving us
more flexibility in the way we work day-to-day,”
says Mike Hon, Manager, Technology and
Document Solutions at General Mills. “Managed
print is evidence that we’re truly getting the
benefits we expect from a key corporate partner.”
HP MPS SUPPORTS HMM, FUSE INITIATIVES
What truly sets General Mills apart when it comes
to print management is how the company uses
HP MPS not just to cut costs, but also to achieve
strategic objectives. These include General Mills’
Holistic Margin Management strategy and its
innovative approach to creating the mobile
workplace of the future: the Flexible User Shared
Environment (FUSE) initiative.
Through the company’s Holistic Margin
Management strategy, General Mills delivers
value by focusing on what matters most to its
consumers and identifying ways to reduce waste
across its operations. The resulting savings are
reinvested in value-creating opportunities that
drive the company’s top line growth. The annual
savings of more than $1 million from HP MPS
are routed directly into other projects that help
build the company’s brands and keep its products
affordable for consumers.
Flexible User Shared Environment (FUSE)
recognizes that traditional, fixed offices are not
always the most effective places for employees
to work. So FUSE replaces employee offices and
cubes with a whole different paradigm. Most
employees in FUSE no longer have a traditional
office space at General Mills’ headquarters;
rather, employees choose work space based
on what suits their needs at that moment.
“If I need an office with a door on it for a private
meeting, I can come in and use that office. Or if
I need to collaborate with a team, I can go to an
area with a table and use that space. There are
various options that determine where I go and
how I’ll work,” explains Hon.
“Managed Print Services from HP has brought innovation to
print management at General Mills, and helped us manage
our margins by helping us drive down print costs globally.”
—Sue Simonett, VP Information Technology, General Mills
“Employees now have the flexibility of working
where and how they choose—in the numerous
office options, at home, and on the go,” he
says. “The technology behind the scenes makes
it seamless.”
2
Initial surveys indicate FUSE is meeting its goals.
After moving into the FUSE environment, groups
have reported measureable increases in decision
speed, collaboration, flexibility and productivity.
HP PRINT TOOLS ENABLE EMPLOYEE MOBILITY
How does HP MPS help General Mills make FUSE
work? First, HP Access Control (HPAC) facilitates
employee mobility by enabling employees to print
their work anywhere on the network. With HPAC,
when employees send a job to print, the network
routes it to a print queue rather than an individual
printer. The employee can go to any printer, swipe
his or her employee ID badge, and the job is
automatically released to that printer.
Regardless of where employees choose to go and
work on a given day, they send a print job to the
master print queue, go to a nearby printer, and
release the job.
Expanding on that, General Mills has
implemented HP ePrint Enterprise for printing
from mobile devices. Employees use HP ePrint
Enterprise to print from mobile devices—like
smartphones and tablets. They can send a print
job to a General Mills printer from where they
work—their home, an airport or hotel, or even
a moving taxi—and the job travels within their
secure network processed via HP ePrint Enterprise
and waits in the HP Access Control print queue
at General Mills. When they arrive at their office,
they go to a printer, swipe their badge, and only
then does HP Access Control release the print job.
“The combination of HP Access Control and HP
ePrint Enterprise gives us the flexibility to deploy
a print environment that is uniquely suited to
the needs of our mobile workforce,” says Hon.
“Employees are able to print from virtually
anywhere to anywhere, including their mobile
devices, and all within their normal work process.”
COST, ENVIRONMENTAL BENEFITS
GO HAND-IN-HAND
HP MPS also supports General Mills’ commitment
to be a good steward of the environment.
HP MPS has helped the company reduce its
paper use by some 10 million pages per year.
That improvement results from use of HP Web
Jetadmin software to implement default duplex
printing (now up to more than 61% of all printing),
use of HP Access Control to reduce waste, using
scan-to-email or scan-to-folder features of HP MFPs
to distribute documents electronically, and an
education effort encouraging employees to ask
themselves whether printing any given document
is a necessity.
Energy use is also down. Fewer printers consume
less energy. Networked HP printers and MFPs are
also managed by HP Web Jetadmin software to
go into energy-saving sleep mode when they’re
not in use. And with less printing overall comes
less use of energy.
SUPPORTING INNOVATION,
BRAND LEADERSHIP
The story of MPS at General Mills grew out of
HP’s long-standing relationship with the food giant
as one of a few select vendor partners. HP is the
primary vendor for servers, PCs and printers,
and also supplies General Mills with networking
products and technology management software.
HP technology meets the company’s end-to-end
technology needs across the enterprise.
“We expect many things from our partners,
from innovation, seeking feedback into what we
want in products, incorporating that feedback
into new generations of products, and teaching
us about their technology,” says Sue Simonett,
VP Information Technology. “Managed Print
Services from HP has brought innovation to print
management at General Mills, and helped us
manage our margins by helping us drive down
print costs globally.”
Working with HP, General Mills reduced its fleet
of printers by two-thirds, removing over 1000
printers from its world headquarters. It replaced
personal printers, copiers and fax machines with
workgroup devices including HP multifunction
printers. Reliability increased to more than 98%.
New functionality created welcome improvements.
The fleet reduction quickly netted some $750,000
in annual savings. Implementing HP print
management tools such as HP Web Jetadmin
software and HP Access Control, and using
those tools to institute new print standards—such
as defaulting to duplex printing and black-andwhite printing whenever possible—the company
further reduced its annual print costs by another
$250,000.
Following those initial successes, the company
renewed its HP MPS contract with HP, reducing its
print operating costs by another 10%. Total annual
savings now stand at over $1.1 million.
SIMPLIFYING PRINT MANAGEMENT
WITH HP TOOLS
How did it achieve all that? The answer is
primarily through optimization and more
automated management of the printing fleet.
General Mills optimized its fleet of printers by
reducing the number of devices and standardizing
on more capable multifunction printers, eliminating
the need for dedicated copiers and fax machines.
HP management tools have helped automate
print management.
“HP MPS has simplified print across the board
for General Mills,” says Jeff Ellman, Technical
Specialist, Global Infrastructure Services.
Among the keys to simplification: the ability to
manage printers remotely using HP Web Jetadmin
software. “With HP Web Jetadmin you manage
everything centrally. We’re able to group printers
together, organize them and configure them
remotely with group templates,” he explains.
That enables Ellman to push out print policies to
facilitate scan-to-folder and other capabilities.
The HP Web Jetadmin software-reporting feature
enables Ellman’s staff to monitor printing levels by
location, by device, or even by user.
HP Web Jetadmin software also generates alerts
on each device. Printer alerts are configured to
enable proactive response to printer issues. “Alerts
help us work with HP on a fix before a printer
actually goes down—to fix the devices before
they break,” says Hon.
3
The software helps the service desk to remotely
reset a device, or to provide diagnostic input,
without having to visit it physically. “With HP Web
Jetadmin, they don’t have to go to the printer; they
can see its status on the screen and act to restore
service remotely in many cases,” says Ellman.
Another HP tool that simplifies print management
is the HP Universal Print Driver (UPD). The UPD
eliminates the need to install discrete drivers on a
PC for each printer an employee might use; instead,
the UPD works with any HP printer on the network.
“It has generated significant time savings,” says
Ellman. “Before, we had so many different drivers
and so many different versions of those drivers.
Maintaining them on a server took a whole team.
Going to one driver expanded the capacity of our
team so we could focus on other priorities.”
“Employees are able to print from virtually anywhere to
anywhere, including their mobile devices, and all within their
normal work process.”
—Mike Hon, Manager, Technology and Document Solutions, General Mills
HP Access Control, in addition to helping to
facilitate FUSE, enhances print security by
eliminating the risk of having confidential
information printed and never picked up by
the user. It also reduces print waste, again by
eliminating print jobs that are printed but never
retrieved by the creator. And it contributes to
simplifying print management by reducing the
number of print queues at General Mills’
headquarters. “Everything goes to a single
print queue,” says Ellman.
HP ePrint Enterprise provides the same security as
HP Access Control, since print jobs are emailed
to an HPAC print queue via General Mills’
private cloud.
In combination, HP Web Jetadmin software, the
Universal Print Driver and HP Access Control
combine to simplify print management as never
before. “With HP Web Jetadmin, you have one
central place to manage all your printers. With
the UPD, you have one driver for all your printers.
And with HPAC, you have just one print queue
to manage,” says Ellman. “Each of the HP MPS
components drives efficiency and together creates
a significant impact.”
BENEFITS TO GROW WITH
EXPANSION OF HP MPS
Looking ahead, General Mills will be expanding
the use of HP Managed Print Services to more
of its facilities worldwide—and is expecting to
achieve greater savings.
In addition to consolidating the print infrastructure
in more of General Mills’ manufacturing plants
and international locations, the company is also
working with HP to identify additional workflow
improvements that can be implemented. One
short-term goal is to transform the existing travel
and expense system.
“We have the capability to handle expense
reports through a paperless process with a whole
new level of functionality,” says Hon. “It will save
time and money. We only need to leverage the
functionality of existing HP devices in order to
change the workflow.
“With the HP fleet, OXP and FutureSmart
technology as our foundation, we have the
building blocks for the future,” says Hon.
Working with HP, General Mills will continue to
drive improvements and efficiency. “Our focus is
always on finding ways to redirect resources to
create value,” says Simonett. “HP is helping us
do that.”
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© 2011-2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change
without notice. The only warranties for HP products and services are set forth in the express warranty statements
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4AA3-6750ENW, March 2012
PACE UNIVERSITY
HP Managed Print Services replaces chaos with order
“Pace University is very excited with the advantages this print solution
has provided. It has enhanced the way we manage and deliver our
printing services.”
—Tom Hull, CIO, IT services, Pace University, New York, N.Y.
HP CUSTOMER
CASE STUDY:
HP Controlled Print
solution with
HP Managed Print
Services supplies
subscription guarantees
reliable, cost-effective
campus service
INDUSTRY:
Higher education
OBJECTIVE:
• Improve functionality of print services
for 13,000 students on three campuses
• Enable printer remote management
• Guarantee access to cost-effective
printer supplies
APPROACH:
Implement HP Controlled Print solution
based on Pharos Uniprint® print
management software integrated with
HP MFPs, and HP Managed Print Services
supplies subscription agreement
IT IMPROVEMENTS:
• Printers support new capabilities
including scan-to-email, copying
• Single point of contact for support
• HP Web Jetadmin software enables
remote monitoring, toner alerts
BUSINESS BENEFITS:
• Availability of Original HP toner at
reduced cost
• Paper waste reduced by 100,000
sheets per semester
• Overall print volume reduced
by 50 percent
• $80,000 in labor repurposed
to other campus needs
• Flexibility to print from classrooms,
off-site locations, and retrieve jobs
at any campus printer
Not long ago, student printing at Pace University
was inefficient, costly and unpredictable. Students
printed far more pages than they actually
needed because free printing was essentially
unlimited—including a cover sheet with every
print job. Printers were unreliable and difficult for
the University to manage. Sometimes they stood
unused for days awaiting a new toner cartridge.
After moving to an HP Controlled Print solution
including HP Managed Print Services (MPS)
supplies subscription service, Pace is providing
improved service to students. Students get more
reliable, flexible printing from more locations,
and new capabilities including copying and
scan-to-email available at every print device. Pace
is saving money and staff time in the process.
“When we started all this, we were looking for
someone who would understand our needs and
work with us to meet those needs in a new way.
HP listened and helped us find a better way
to do things.”
—Shikha Bajracharya, director of user services,
IT Services, Pace University
“HP Managed Print Services is the first truly
complete print solution I have seen in the industry,”
says Matt Bonilla, assistant vice president in the
Office of Student Assistance. “They effectively
manage every aspect of our printing needs and
allow internal IT resources to be re-focused on
more strategic business issues.”
MIXED PRINTERS ARE HARD TO MANAGE
Pace University, a private metropolitan university,
serves approximately 13,000 students across
three campuses in New York City, Westchester
and White Plains, N.Y. The University offers
degrees in liberal arts, sciences, nursing, business,
education, computer science and law.
Until recently, Pace maintained a heterogeneous
mix of printers in its libraries and research
centers. It was a less-than-optimal, unpredictable
hodgepodge of printing hardware.
“Before, in a single lab, we had three different
models or brands of printers. If you were
troubleshooting an issue, you knew that one
technique would work for one model, but not
for another,” explains Shikha Bajracharya,
director of user services from the University’s
IT Services group.
Many of the printers were getting old. Some were
breaking down on a daily basis. IT staff couldn’t
keep up with the service demand. Print queues
periodically overloaded and crashed.
So Pace made a strategic decision. It would
standardize on a single brand of printer. But
which one? A big factor in the decision was the
performance of existing HP LaserJet printers in
Pace’s fleet.
2
“Because some of our older printers were prone
to breakdowns, we often overburdened our
HP printers,” Bonilla says. “They were able
to withstand that extra workload. That told us
everything we needed to know about the quality
and reliability of HP hardware.”
Pace chose to standardize on two key HP
multifunction printer (MFP) models in its libraries
and research centers—the HP LaserJet M4345 MFP
and HP LaserJet M3035 MFP, each equipped
with print management software. Recently it
also added a few HP Color LaserJet CM3530
Multifunction Printers.
MANAGED PRINT SERVICES
GUARANTEES SUPPLY ACCESS
Even great printers are useless without proper
supplies, and that’s where the HP MPS supplies
subscription agreement enters the picture. The
MPS agreement guarantees the University a costeffective, ready-to-access supply of Original HP
toner that’s simple to order for next-day delivery.
“Before standardizing on HP, we had recurring
issues with running out of toner. In some cases,
we couldn’t find the toner we needed anywhere,”
recalls Bajracharya. “The HP MPS agreement
eliminates that problem. Now, we estimate how
much toner we will need in a year. HP guarantees
us ready access to the toner we need, at a great
discount.” And by using Original HP toner, the
University knows it is using supplies that are
designed and manufactured to optimize the
performance of its HP MFPs.
CUSTOMER
SOLUTION AT
A GLANCE
Integrated print services
solution
PRIMARY HARDWARE
•HP Color LaserJet
CM3530 MFP
PRIMARY SOFTWARE
•HP Web Jetadmin
•HP Controlled Print
solution based on
Pharos Uniprint® print
management software
HP SERVICES
•HP Managed Print
Services supplies
subscription service
Pace uses HP Web Jetadmin (WJA) software to
monitor toner levels in each HP printer. When
toner levels fall below a predetermined level,
a notification from WJA is sent to a University
employee who then simply goes to the HP Print
Portal customized for Pace’s use, clicks on the
appropriate toner cartridge, and an order is
automatically transmitted for next-day delivery
to the specific campus location associated with
that user. There is no longer a need to store
large quantities of toner on-site.
The MPS agreement is structured as a level-pay
contract. That means the University’s two-year
MPS supplies agreement is paid in equal monthly
installments. So the University never faces a
budgetary surprise following, say, an end-of-semester
run on printing when every student prints out
multiple term papers and rough drafts. Instead Pace
can depend on level, recurring monthly payments.
HP also helps the University meet its environmental
goals. As new toner cartridges are delivered to
campus through the MPS supplies subscription
agreement, empty cartridges are returned to
HP for recycling. Equally important, the HP print
management solution significantly reduces waste.
TRACKING, MANAGING, RECOVERING COSTS
In the past, the only way to match students to their
jobs was to print cover sheets. With approximately
100,000 print jobs produced per semester, cover
sheets wasted a lot of paper.
“Before standardizing on HP, we had recurring issues with
running out of toner. In some cases, we couldn’t find the toner
we needed anywhere. The HP MPS agreement eliminates that
problem. Now, we estimate how much toner we will need in
a year. HP guarantees us ready access to the toner we need,
and at a great discount.”
—Shikha Bajracharya, director of user services,
IT Services, Pace University
Matching students to jobs this way also meant
the University had to hire people to distribute the
documents. For 14 hours per day, nine University
staff members waited by printers to sort and
distribute print jobs to students. The cost:
$80,000 per year.
Pace’s solution: HP Controlled Print solution based
on the Pharos Uniprint® software integrated with
HP MFPs. Now students send jobs to a central
print queue, rather than a specific printer. Then
they go to the printer where they want to print
their job and authenticate themselves by swiping
their Pace OneCard (a combination student ID
and campus credit card).
The printer displays all the jobs they’ve submitted,
and students select the ones they want to
release for printing. The need for cover sheets
is eliminated, which reduces paper waste by
100,000 sheets per semester—and all the labor
that was once spent sorting those print jobs.
Students also have the option of simply deleting
jobs they no longer need.
Students can also print from remote locations—
from classrooms and dorms to off-campus housing.
They either log on using their Pace OneCards or
Microsoft® Active Directory® account credentials.
After they submit print jobs from their laptop, HP
Controlled Print solution enables them to release
their jobs to whichever printer is most convenient.
REASONABLE LIMITS FOR STUDENT PRINTING
HP Controlled Print solution also helps Pace set
reasonable limits on student printing. Instead of
210 free pages per week, Pace now gives each
student 500 pages per semester. Beyond that limit,
they are charged per page via their OneCards.
The University doesn’t have to worry about
administering billing and payment since it’s
handled via the OneCard system.
As a result of these changes, the total number
of pages printed by students dropped by half.
The vast majority stay under the 500-page-persemester limit.
“Now that students know they’ll be charged if they
print too much, they’re being more careful about
what they choose to print,” says Bonilla.
HP Controlled Print solution tracks users’ printing
activity and periodically deletes unprinted jobs
from the queue, reducing unnecessary printing
and waste. For faculty and staff who make use of
the library and resource center printers, the system
allows charge backs so that their printing service
costs are properly allocated.
3
The solution also reduces the time required by
Pace employees to maintain the printers. Eight
full-time employees manage the University’s
printers, print servers and desktops. When the
campus’ old printers broke down, staff had to
be dispatched to troubleshoot them.
“HP Managed Print Services is the first truly complete print
solution I have seen in the industry. They effectively manage
every aspect of our printing needs and allow internal IT
resources to be re-focused on more strategic business issues.”
—Matt Bonilla, assistant vice president,
Office of Student Assistance, Pace University
“Our staff was spending, on average, at least four
to six hours per week working on printer issues.
Students were causing a lot of printer jams,”
says Joe Constantino, manager of the project
management office. HP MFPs are far more reliable
than the University’s old printers, which reduces
the need for on-site service. In addition, when the
school does need professional hardware support,
there is a single point of contact—HP—compared
to multiple brands and multiple vendors in the past.
NEW FLEXIBILITY, CAPABILITIES FOR STUDENTS
Standardization on HP MFPs has enabled Pace
to reduce the number of printers used by
students—but because the MFPs offer faster
print speeds and are rated for more monthly
throughput, students actually have access to
more capacity, in more locations.
“We’ve been able to put printers not just in
computer labs, but also in the library and
locations where students have classes,” says
Bajracharya. “It’s added some flexibility and
convenience for students.”
Flexibility also comes in the form of the MFPs’
broader range of capabilities. “Students can copy
and scan now. That’s a great addition for them.
Before, they had to go to a high-volume copy
center for copying. And because the copy center
was only open from 9 to 5, it was inconvenient
for some students—particularly commuters,”
says Bajracharya. “Now anywhere they go to
print, they can copy, too.” Students also use
scan-to-email to capture and access documents
electronically, without incurring the cost of a copy.
Overall, she says, the HP Managed Print solution
at Pace has increased reliability and flexibility,
while reducing costs. “When we started all
this, we were looking for someone who would
understand our needs and work with us to meet
those needs in a new way,” says Bajracharya.
“HP listened and helped us find a better way
to do things.”
Get connected
© 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change
Microsoft and Active Directory are trademarks of the Microsoft group of companies.
Uniprint is a trademark of Pharos Systems International.
4AA3-9448ENW, January 2012
POLK COUNTY SHERIFF’S OFFICE
HP LaserJet multifunction printers close case on printer inefficiency
“Before, we had a lot of oddball inkjet printers and a separate contract for
copiers. With HP LaserJet multifunction printers, we save money, increase
security and better support deputies on patrol.”
—John Perry, technical compliance supervisor, Polk County Sheriff’s Office, Fla.
HP CUSTOMER
CASE STUDY:
Polk County Sheriff’s
Office transforms
print environment with
HP LaserJet MFPs
INDUSTRY:
Government
OBJECTIVE:
Help reduce costs, increase efficiency and
security of print and copy environment
APPROACH:
Consolidate from 500 inkjet printers
to 230 HP LaserJet multifunction printers
(MFPs) with centralized management
and access control
IT IMPROVEMENTS:
• Consolidate from 500 inkjet printers
to 230 multifunction devices
• Eliminate need for separate copier contract
• Eliminate need to download separate
drivers
• Save IT staff time through centralized
management of print environment
BUSINESS BENEFITS:
• Save up to $60,000 a year in ink costs
• Reduce price per page up to tenfold
• Enhance security of sensitive case files
• Increase productivity of office workers
and IT staff
• Allow deputies to print documents
wherever needed
Click on image to watch video
Greater security. Better policing. Cost savings. As
the Polk County Sheriff’s Office (PCSO) in Florida
worked with HP to transform its IT infrastructure, a
key target area was the print environment. Over
time, individual inkjet printers had proliferated
throughout the Sheriff’s Office, bringing high costs
and workflow inefficiencies that impacted even
deputies in their patrol cars. PCSO changed all
that with HP LaserJet Multifunction Printers and HP
Software creating a secure print environment that
helps employees perform their jobs better and
saves up to $60,000 a year in ink costs alone.
“HP printing services came in and helped us
take a new approach to printing,” says Bill
Ward, PCSO IT director. “We greatly reduced
the number of printers, slashed expenses and put
better tools in the hands of everyone from office
workers to field deputies.”
PROJECT TO IMPROVE PUBLIC SERVICE TACKLES
PRINT-ENVIRONMENT INEFFICIENCIES
Polk County is a mostly rural county in central
Florida with approximately 600,000 citizens.
Several years ago, Sheriff Grady Judd shared his
vision with his IT staff of a completely integrated
approach to public safety in Polk County. To
accomplish this, the PCSO leveraged its alliance
with HP to tackle a problem that plagues many
public-service entities: the difficulty of coordinating
disparate city and county law enforcement, fire
and medical services to protect people from fire,
crime and natural disaster. The answer was a
complete overhaul of PCSO’s networking, data
center, computing and print environments. Polk
County continually strives to maximize use of
taxpayer dollars. The print environment is a
case in point.
“A lot of our active cases have to be kept secret so nobody tips
off the suspects. With HP Access Control, employees can send
a job to the print queue and not worry about it going to the
wrong printer or somebody else picking it up by accident.”
—John Perry, technical compliance supervisor, Polk County Sheriff’s Office
Several years ago, there was an inkjet printer
in many of the PCSO offices—500 of them
countywide. The printers soaked up ink, were
difficult to maintain and hindered office efficiency.
For example, users had to choose what device to
print to, but a deputy on the road might not know
exactly where his job will take him next.
CUSTOMER SOLUTION AT A GLANCE
Printing all PCSO documents,
including sensitive active
case files
PRIMARY HARDWARE
2
PRIMARY SOFTWARE
• HP Web Jetadmin
• HP Universal Print Driver
• HP Access Control Secure Pull
Printing
• Original HP Supplies
HP SERVICES
• HP Care Pack
• HP PurchasEdge
Meanwhile, they had to maintain a separate
contract for copiers. This took funding and
floor space, and because the machines were
unconnected to the network they could not be
used for printing.
“When I started here, we had a large number
of inkjet printers and a separate contract with
an outside company for copiers,” recalls John
Perry, PCSO technical compliance officer. “Our
monthly costs for ink cartridges were astronomical,
and supporting all those odd little printers from
an IT perspective was a big job. What’s more,
users worried about jobs going to the wrong
printer or being picked up by the wrong person
by accident.”
HP MFPS INCREASE OFFICE PRODUCTIVITY
With assistance from HP, PCSO transformed its
print environment, consolidating from 500 inkjet
printers to 230 HP LaserJet MFPs, cutting ink costs
up to $5,000 a month and costs per page as
much as tenfold. With their combined print, copy,
scan and fax functionality, these devices enabled
them to discontinue their copier contract. “By
going to a multifunction solution, we were able
to consolidate copying and printing into one unit,
which saved us floor space as well as giving more
advanced printing features and higher-quality
output,” Perry explains.
The HP LaserJet M9050 Multifunction Printer
gives the PCSO fast, high-volume output of pages
up to size 11” x 17”, allows for digital sending,
supports automatic two-sided printing and has
advanced finishing options including workgroup
mailbox bins, stacking, stapling, booklet folding
and saddle stitching. The HP LaserJet M3035
Multifunction Printer empowers work teams with
send to email, send to network folder, network
authentication and LDAP support embedded.
For PCSO’s 1,667 employees, the new print
environment enables greater productivity. “The
MFP functions such as scan-to-email improve
workflows,” Perry says. “Instead of having to fax
a document, now they can scan it to email and
have a record that it’s been sent. To catalog files,
they can just go to the MFP and send a stack
of documents to the shared folders. This greatly
reduces hard-copy filing cabinets and makes
documents easier to retrieve.”
“HP printing services came in and helped us
take a new approach to printing. We greatly
reduced the number of printers, slashed
expenses and put better tools in the hands of
everyone from office workers to field deputies.”
—Bill Ward, IT director, Polk County Sheriff’s Office
HP ACCESS SECURE PULL PRINTING
PROTECTS SENSITIVE CASE FILES
The print environment is also more secure—a must
in a law-enforcement environment dealing with
active case files. The PCSO uses Microsoft® Active
Directory® with Kerberos-based authentication to
control access to information resources. HP Access
Secure Pull Printing software captures print jobs
and stores them on the server’s hard drive until an
authenticated user releases the job at a particular
printer. This eliminates the possibility that sensitive
documents will sit on printers where they might be
picked up by the wrong person. This is particularly
useful to deputies on patrol.
“We have over 800 deputies who travel the
county every day, and they don’t have printers
in their cars—they don’t need them until they
get to their destinations,” Perry says. “By using
HP Access Control, they are able to send jobs to
the print server during their shifts, and then once
they get to wherever they’re going—whether to
a regional office, a booking station, even to the
jail—they log into a printer and get their jobs at
that printer. They no longer have to select the
printer in advance or worry about their job sitting
there waiting for them to come pick it up. There’s
no chance the information will be compromised
while located at an unattended printer.”
The HP Access Control solution supports secure
roaming access and provides accounting of all
printer and copier usage so that reports can
be generated. More-mindful printing, as jobs
are released deliberately now as needed,
reduces paper waste.
HP WEB JETADMIN, HP UNIVERSAL PRINT
DRIVER SIMPLIFY MANAGEMENT
The HP solution not only simplifies life on patrol
and in the office, it also streamlines management
of the print infrastructure. The PCSO uses HP
Web Jetadmin management software to centrally
configure, troubleshoot, and manage its MFPs.
HP Universal Print Driver provides a single
driver giving users instant access to all printers.
“HP Web Jetadmin allows us to streamline with
standard configuration sets that we can push
out to every printer at once—whereas manual
configuration takes time and increases errors,”
Perry says. “And, instead of having to download
many different drivers in many different printers,
users now download one print driver and can
send documents to any device on the network.”
3
Standardization makes the devices familiar to
users from one office to the next and easy for
PCSO technicians to maintain. “They know what
the printer is and how to fix it. And by eliminating
all the oddball inkjet printers, we no longer have
to keep up with all the different types of inkjet
cartridges,” Perry says.
responsible to Florida taxpayers. Beyond that, the
HP print environment enables the PCSO to work
more efficiently and securely to protect the citizens
of Polk County.”
“The biggest reason for consolidating from single
printers to MFPs was money,” Perry adds. “With
reduced budgets, we had to do more with less,
and we’re continually looking for ways to be more
Get connected
Microsoft and Active Directory are registered trademarks of the Microsoft group of companies.
4AA3-9680ENW, March 2012
SALT LAKE REGIONAL MEDICAL CENTER
HP Partner Managed Print Services frees IT staff time
“We rely on and trust HP recommendations to help select devices and solutions
to meet our needs. From there, the HP Partner MPS team starts to take care
of the devices. They keep the fleet up and running, and I don’t have to be
involved in the day-to-day support needs.”
—Mark Runyan, director of information services, Salt Lake Regional Medical Center, Salt Lake City, Utah
HP CUSTOMER
CASE STUDY:
Medical center
frees IT staff time
and supports
employee
productivity with
HP Partner Managed
Print Services
INDUSTRY:
Health care
OBJECTIVE:
Deploy productivity-enhancing print
infrastructure while eliminating
maintenance burden on IT staff
APPROACH:
Engage HP to provide managed
print services
IT IMPROVEMENTS:
• Retire 36 copiers at end-of-lease with
HP multifunction printers (MFPs)
• Standardize on HP MFPs to minimize
support and training requirements
• Implement HP’s Digital Sending Software
as a scanning solution throughout
the campus
BUSINESS BENEFITS:
• Advance EMR environment with
electronic workflows and streamlined
processes
• Frees IT staff time for infrastructure
upgrade projects
• Eliminates need for separate copy center
and separate fax machines
• Eliminates IT burden of daily onsite toner
exchanges and break/fix repairs
• Supports business efficiency with printer
device selection, lifecycle management,
workflow solution recommendations
Built in 1904, the hospital chapel at the Salt Lake
Regional Medical Center reflects the center’s
legacy of service and commitment to quality
medical care. One of the first hospitals in the
Salt Lake City area, it was originally operated
by The Sisters of the Holy Cross who established
a nursing school at the site in 1901. The school
continued to graduate outstanding nurses
until 1973.
Today this beautiful historic building—which still
includes the medical center’s chapel—is part
of an award-winning, full-service hospital complete
with such top-rated programs as The Center for
Precision Joint Replacement, Surgical Weight Loss
Clinic, and Women’s Care & Maternity Center.
CUSTOMER
SOLUTION AT
A GLANCE
Office printing, copying,
faxing, and scanning
PRIMARY HARDWARE
•HP MFPs
PRIMARY SOFTWARE
•HP Digital Sending
Software
HP SERVICES
•HP Partner Managed
Print Services
This legacy of service stands as immovable as
the historic buildings on the campus. The medical
center’s IT team reflects the same stoic service
ethic, supporting more than 730 employees
with just three team members. What makes this
possible is the time IT staff saves with best-in-class
managed print services from HP.
In 1999, Mark Runyan, director of information
services, decided to implement managed
services.1 “I have three IT staff members and
more than 700 employees to serve,” he says.
”I don’t have the manpower to deal with supplies
replenishment, the occasional paper jam, or
even printer repairs. HP Partner Managed Print
Services (MPS) are critical to our operation.”
STANDARDIZING ON HP MULTIFUNCTION
DEVICES, SCANNING SOFTWARE
TARGETS COSTS
In early 2008, the medical center’s copier leases
were coming to an end. Runyan had been
reviewing management reports with his managed
print consultant for several years. He knew that
a refresh standardizing on HP MFPs could cut
costs and better support employee productivity.
In addition, eliminating costly copiers with
MFPs allowed Salt Lake Regional to advance its
electronic medical record environment.
To assist in the refresh project, the managed
print service conducted an Optimization
Assessment. The resulting recommendations were
to consolidate devices, eliminate fax machines
and dissolve the centralized copy center. In
response, Salt Lake Regional replaced 36 copiers
with HP MFPs that could print, copy, fax and
scan, placed throughout the campus. Runyan
knew his employees would be well served by the
multifunction devices especially when adding the
efficiency of HP Digital Sending Software (DSS). In
addition, the medical center deployed dedicated
high-speed scanners in administrative offices
where the scanning volume is greatest. A
transition away from non-networked copiers
included cost benefits and helped eliminate
paper-based documents and processes at a
time when the focus was on moving to EMR and
streamlining workflows to electronic methods.
MANAGED PRINT SOLUTION FREES
IT TIME FOR KEY PROJECTS
Salt Lake Regional’s managed print solution
includes printer device selection, lifecycle
management and workflow solution
recommendations, as well as daily onsite printcartridge exchanges and break/fix repairs.
With these burdens eliminated, the IT team is free
to take on other large projects in support of a
continuously improving IT infrastructure, including
a big software upgrade. The three-member team
is able to handle the organization’s IT needs
because daily printer support has been removed
from its responsibilities. And it helps to be constantly
reminded of the legacy of service reflected in the
very walls of the buildings—along with the sound
of a well functioning multifunction printer.
When asked what he’d say to other hospitals
and health-care organizations considering the
implementation of a managed print environment,
Runyan says, “My advice is that HP Partner
Managed Print Services is a great solution. My
greatest benefit has been in manpower savings.”
“We rely on and trust HP recommendations to help
select devices and solutions to meet our needs,”
Runyan adds. “From there, the HP Partner MPS
team starts to take care of the devices. You keep
the fleet up and running, and I don’t have to be
involved in the day-to-day support needs.”
Get connected
1
Services were provided by Printelligent, now an HP company.
4AA3-8261ENW, November 2011
ATTACHMENT 8
HP’s Exceptions to Region 4 ESC/TCPN for Managed Print Solutions
HP Exception to Region 4 ESC Open Records Policy
Pursuant to the Tex. Gov't Code Sections 552.101, 552.104, and 552.110, the information
marked as “HP Confidential” in this proposal, is considered confidential, proprietary and trade
secret, and is, therefore, exempt from release and disclosure under the Texas Public
Information Act, Tex. Gov't Code Ann. Sections 552.001- 552.353, which is also known as the
"Texas Open Records Act.”
The information identified above is considered trade secret information in that it derives
independent economic value, actual or potential, from not being generally known to, and not
being readily ascertainable by proper means by, other persons who can obtain commercial
economic value from its disclosure or use, and is the subject of efforts that are reasonable
under the circumstances to maintain its secrecy. Controlling access to this information is key to
reduce the potential use of an article of trade or a service having commercial value, and which
gives its user an opportunity to obtain a business advantage over competitors who do not know
or use it.
The information, which is designated as “HP Confidential,” is furnished in confidence with the
understanding that this information will not, without permission of HP, be used or disclosed for
other than evaluation purposes, unless required by law. The restriction does not limit Region 4
ESC’s and TCPN’s right to use or disclose this information if obtained from another source
without restriction.
RFP Section
HP Alternative Response
Comments
Section B:Scope
First
It is the intention of Region 4 ESC to establish
HP is a Fortune 10 Company
paragraph
a contract with vendor(s) for Managed Print
that has thousands of
Solutions. Awarded vendor(s) shall perform
contracts throughout the US
covered services under the terms of this
and Globally. While HP
agreement. Offerors shall provide pricing
realizes Region 4 ESC's
based on a discount from a manufacturer’s
request for Most Favored
price list or catalog, or fixed price, or a
Customer pricing, this type of
combination of both with indefinite quantities. clause is not available since
Electronic Catalog and/or price lists must
HP contracts and pricing are
accompany the proposal. Include an
electronic copy of the catalog from which
discount, or fixed price, is calculated. Multiple
specific to a customer or set
percentage discount structure is also
of customers under a contract
acceptable. Please specify where different
including, but not limited to a
percentage discounts apply. Additional pricing specific solution or situation,
for a specific transaction(s)
and/or discounts may be included. If Offeror
with a specific set of products
has existing cooperative contracts in place,
Offeror is requested to submit pricing equal or
better than those in place.
HP Exceptions Table
Region 4 ESC/TCPN
XVII.
XIX.
Recitals:
Third
Paragraph
1.3
1.5
2.1
Samples: Upon request, samples shall be
furnished, free of cost, within seven (7) thirty
(30) days after receiving notice of such
request. By submitting the proposal Offeror
certifies that all materials conform to all
applicable requirements of this solicitation and
of those required by law. Offeror agrees to
bear the costs for laboratory testing, if results
show that the sample does not comply with
solicitation requirements.
Based on the wide variety of
products that are offered for
purchase under this bid, HP is
unable to agree to a seven
day time period for samples.
HP will be able to fill any
sample requests within thirty
days as noted.
Submissions may be rejected for failing to
submit samples as requested.
Formation of Contract: A response to this
Clarified that HP’s response
solicitation is an offer to contract with Region 4 and additional terms and
ESC based upon the terms, conditions, scope
conditions will be made a part
of work, and specifications, and the Vendor’s
of the final contract.
response, including any exceptions and
additional terms and conditions contained
in this request. A solicitation does not become
a contract until it is awarded by Region 4 ESC.
A contract is formed when Region 4 ESC’s
board signs the Vendor Contract Signature
Form. The prospective vendor must submit a
signed Vendor Signature Form with the
response thus, eliminating the need for a
formal signing process.
Appendix A: Vendor Contract and Signature Form
WHEREAS, this contract consists of the
Clarifies that there may be
provisions set forth below, including provisions addendums and exhibits
of all addendums, attachments, or exhibits
included as part of the
contract. The order of
referenced herein. In the event of a conflict
precedence provision will
between the provisions set forth below and
cover the deleted language
those contained in any attachment, the
regarding any conflict of
provisions set forth below shall control.
provisions.
Article 1: General Terms and Conditions
Region 4 ESC and TCPN shall perform its
Clarifies that both Region 4
duties, responsibilities and obligations as
ESC and TCPN are subject to
administrator of purchases, set forth in this
the contract terms and
agreement, and required under the Vendor
conditions.
Contract.
Customer Support: The vendor shall provide Support response times and
timely and accurate technical advice and
targets shall be based on the
sales support to Region 4 ESC staff, TCPN
level of support purchased.
staff and participating agencies. The vendor
shall respond to such requests within one (1)
working day after receipt of the request.
Article 2: Anticipated Term of Agreement
Unless otherwise stated, all contracts are for a Clarifies that any renewal of
period of three (3) years with an option to
the existing contract will be
renew annually for an additional two (2) years upon mutual agreement of the
HP Exceptions Table
Region 4 ESC/TCPN
3.3
4.2
4.4
if agreed to by Region 4 ESC the parties.
parties.
Region 4 ESC will notify the vendor in writing if
the contract is extended. Awarded vendor shall
honor all administrative fees for any sales
made based on the contact whether renewed
or not.
Article 3: Representations and Covenants
Offeror’s Promise: Offeror agrees all prices,
terms, warranties, and benefits granted by
Offeror to Members through this contract are
comparable to or better than the equivalent
terms offered by Offeror to any present
customer meeting the same qualifications or
requirements.
clause is not available since
specific solution or situation,
Article 4: Formation of Contract
Form of Contract: The form of contract for this Included HP’s RFP response
solicitation shall be the Request for Proposal,
as part of the contract
the Vendor’s RFP response, the awarded
documents.
proposal(s) and best and final offer(s), and
properly issued and reviewed purchase orders
referencing the requirements of the Request
for Proposals. If a firm submitting an offer
requires Region 4 ESC and/or Member to sign
an additional agreement, a copy of the
proposed agreement must be included with the
proposal.
Assignment of Contract: No assignment of
Clarified that any assignment
contract may be made without the prior written must be approved by both
approval of Region 4 ESC the other party,
parties and HP Affiliates will
which shall not be unreasonably withheld.
be able to provide services
and products under the terms
Purchase orders and payment can only be
made to awarded vendor and Affiliates,
of this contract.
unless otherwise approved by Region 4 ESC.
For the purposes of this contract, Affiliate
of a party means an entity controlling,
controlled by, or under common control
with that party. Assignments of vendor
software licenses are subject to compliance
HP Exceptions Table
Region 4 ESC/TCPN
4.5
4.7
5.1
with vendor's software license transfer
policies. Awarded vendor is required will use
commercially reasonable efforts to notify
Region 4 ESC when any material change in
operations is made that may adversely affect
members, (i.e. bankruptcy, change of
ownership, merger, etc.).
Novation: If contractor sells or transfers all
assets or the entire portion of the assets
used to perform this contract, a successor in
interest must guarantee to perform all
obligations under this contract. Region 4 ESC
reserves the right to accept or reject any new
party. A simple change of name agreement
will not change the contractual obligations of
contractor.
4.7. Order of Precedence: In the event of a
conflict in the provisions of the contract as
accepted by Region 4 ESC, the following
order of precedence shall prevail:
HP cannot agree to any
restrictions on contracts that
may impact any sale of
company assets.
Clarified that individual
Schedules, and Statements of
Work with specific member
entities purchases shall take
precedence.
• Supplemental
Agreements, Schedules,
and Statements of Work
• Special terms and conditions
• General terms and conditions
• Specifications and scope of work
• Attachments and exhibits
• Documents referenced or included in
the solicitation
Article 5: Termination of Contract
Cancellation for Non-Performance or Clarified cancellation for nonContractor Deficiency: Region 4 ESC may performance or contractor
terminate any contract if Members have not deficiency conditions,
used the contract, or if purchase volume is including a reasonable period
determined to be low volume in any 12- of time to cure any nonmonth period. Region 4 ESC reserves the performance or condition of
right to cancel the whole or any part of this
deficiency.
contract due to failure by contractor to carry
out any obligation, term or condition of the
contract.
Region 4 ESC may issue a
written deficiency notice to contractor for
acting or failing to act in any of the following:
i.
Providing material that does not
substantially meet the agreed upon
specifications of the contract;
ii.
Providing work and/or material
that was not awarded under the contract;
iii.
Failing to adequately perform
the services set forth in the scope
of work and specifications, as
determined by the parties;
HP Exceptions Table
Region 4 ESC/TCPN
iv.
Failing to complete required
work or furnish required materials
within a reasonable amount of time, as
determined by the parties;
v.
Failing to make progress in
performance of the contract and/or
giving Region 4 ESC reason to believe
that contractor will not or cannot
perform the requirements of the
contract; and/or
vi.
Performing work or providing
services under the contract prior to
receiving a written approval from
Region 4 ESC or Participating Entity to
begin reviewed purchase order for such
work.
5.2
Upon receipt of a written deficiency notice,
contractor shall have a reasonable period of
time ten (10) days to provide a satisfactory
response to Region 4 ESC. Failure to
adequately address all issues of concern may
result in contract cancellation. Upon
cancellation under this paragraph, all goods,
materials, work, documents, data and reports
prepared by contractor under the contract shall
become the property of the Member on
demand.
Termination for Cause: If, for any reason,
either party the Vendor fails to fulfill its
obligations in a timely manner, or if the
vendor violates any of the covenants,
agreements, or stipulations of this contract,
Region 4 ESC the non-breaching party
reserves the right to terminate the contract
immediately after failing to remedy the
breach within a reasonable period of time
after being notified in writing of the details,
and pursue all other applicable remedies
afforded by law. Such termination shall be
effective by delivery of notice, to the vendor to
the breaching party, specifying the effective
date of termination. If either party becomes
insolvent, unable to pay debts when due,
files for or is subject to bankruptcy or
receivership or asset assignment, the other
party may terminate this contract and
cancel any unfulfilled obligations. In such
event, all documents, data, studies, surveys,
drawings, maps, models and reports prepared
by vendor for this solicitation may become the
property of the participating agency or entity.
If such event does occur then vendor will be
HP Exceptions Table
Region 4 ESC/TCPN
Clarified that a termination for
cause is available to both
parties. Added language that
provides a reasonable period
of time to cure any breach
before termination becomes
effective.
5.3
5.4
entitled to receive just and equitable
compensation for the satisfactory work
completed up to the effective date of
termination on such documents.
Delivery/Service Failures: Failure to deliver
goods or services within the time specified,
or within a reasonable time period as
interpreted by the purchasing agent or failure
to make replacements or corrections of
rejected articles/services when so requested
shall constitute grounds for cancellation of the
order the contract to be terminated. In the
event that the participating agency or entity
must purchase in an open market, contractor
agrees to reimburse the participating agency or
entity, within a reasonable time period, for all
expenses incurred.
Force Majeure: With the exception of a
party’s payment obligations, If if by reason
of Force Majeure, either party hereto shall
be rendered unable wholly or in part to
carry out its obligations under this
Agreement then such party shall give notice
and full particulars of Force Majeure in writing
to the other party within a reasonable time
after occurrence of the event or cause relied
upon, and the obligation of the party giving
such notice, so far as it is affected by such
Force Majeure, shall be suspended during the
continuance of the inability then claimed,
except as hereinafter provided, but for no
longer period, and such party shall endeavor
to remove or overcome such inability with all
reasonable dispatch.
The term Force Majeure as employed herein,
shall mean acts of God, strikes, lockouts, or
other industrial disturbances, act of public
enemy, orders of any kind of government of
the United States or the State of Texas or any
civil or military authority; insurrections; riots;
epidemics; landslides; lighting; earthquake;
fires; hurricanes; storms; floods; washouts;
droughts; arrests; restraint of government and
people; civil disturbances; explosions,
breakage or accidents to machinery, pipelines
or canals, or other causes not reasonably
within the control of the party claiming such
inability. It is understood and agreed that the
settlement of strikes and lockouts shall be
entirely within the discretion of the party having
the difficulty, and that the above requirement
that any Force Majeure shall be remedied with
all reasonable dispatch shall not require the
HP Exceptions Table
Region 4 ESC/TCPN
Any failure of HP to deliver
goods or services within a
target period of time may
result in the purchaser
cancelling that particular
order. This is the sole
remedy for such failure on
behalf of HP.
Clarified that payment
obligations of customer to HP
for purchases of products or
services delivered shall not
be impacted by any force
majeure event.
5.5
5.6
6.1
6.2
settlement of strikes and lockouts by acceding
to the demands of the opposing party or
parties when such settlement is unfavorable in
the judgment of the party having the difficulty.
Standard Cancellation: Either party may
cancel this contract in whole or in part by
providing written notice. The cancellation will
take effect 30 business days after the other
party receives the notice of cancellation. After
the 30th business day all work will cease
following completion of final purchase order.
Vendor may be requested to provide
additional items not already on contract at
any time.
Effect of Termination: The termination of
this contract will not affect payments due or
fulfillment and payment of orders accepted
prior to termination. Termination of this
contract may not result in termination of
any existing Statements of Work or
Schedules hereunder unless the parties
agree in writing to terminate such
Statements of Work or Schedules. This
contract will be deemed in full force and
effect for any existing Statements of Work
or Schedules that may continue. Upon
termination of this contract, You will pay
vendor for all Services performed, and all
charges and expenses due vendor under
this contract and as provided in a
Statements of Work or Schedule, including
any applicable termination fees.
Article 6: Licenses
Duty to keep current license: Vendor shall
maintain in current status all federal and state
and local licenses, bonds and permits required
for the operation of the business conducted by
vendor. Vendor shall remain fully informed of
and in compliance with all ordinances and
regulations pertaining to the lawful provision of
services under the contract. Region 4 ESC
reserves the right to stop work and/or cancel
the contract of any vendor whose license(s)
expire, lapse, are suspended or terminated.
Survival Clause: Unless agreed to
differently by the parties, All applicable
software license agreements, warranties or
service agreements that were entered into
between Vendor and Customer under the
terms and conditions of the Contract shall
survive the expiration or termination of the
Contract. All Purchase Orders issued and
HP Exceptions Table
Region 4 ESC/TCPN
Deleted language that is
unclear regarding cancellation
of the contract.
Added section 5.6 which
provides further explanation
of what the parties can expect
upon termination of the
contract.
7.2
7.1
8.1
8.2
9.1
accepted by Order Fulfiller shall survive
expiration or termination of the Contract.
Article 7: Delivery Provisions
Delivery: Vendor shall deliver said materials
purchased on this contract to the Member
issuing a Purchase Order. Conforming
product shall be shipped within 7 days of
receipt of Purchase Order. If delivery is not or
cannot be made within this time period the
vendor must receive authorization from the
purchasing agency for the delayed delivery. At
this point the participating entity may cancel
the order if estimated shipping time is not
acceptable. Vendor will use all
commercially reasonable efforts to deliver
materials in a timely manner. Vendor may
elect to deliver software and related
product/license information by electronic
transmission or via download. If vendor is
unable to meet Member's delivery
requirements, Member may cancel that
order, and such cancellation is Member's
sole remedy.
Inspection & Acceptance: If defective or
incorrect material is delivered, purchasing
agency may make the determination to return
the material to the vendor at no cost to the
purchasing agency. The vendor agrees to pay
all shipping costs for the return shipment.
Vendor shall be responsible for arranging the
return of the defective or incorrect material.
Payments: The entity using the contract will
make payments directly to the awarded vendor
or Affiliate. Payment shall be made after
satisfactory performance, in accordance with
all provisions thereof, and upon receipt of a
properly completed invoice.
Invoices: The awarded vendor shall submit
invoices to the participating entity clearly
stating “Per TCPN Contract” or similar
designation. The shipment tracking number or
pertinent information for verification shall be
made available upon request.
Best price guarantee: The awarded vendor
agrees to provide pricing to Region 4 ESC
and its participating entities that are the lowest
pricing available and the pricing shall remain
so throughout the duration of the contract.
The awarded vendor agrees to lower the cost
HP Exceptions Table
Region 4 ESC/TCPN
Added language clarifying
delivery terms and conditions.
HP has read and respectfully
requests removal of this
provision. All applicable
warranty terms and conditions
can be found in the HP
provided Additional Terms
and Conditions located in
Payment and acceptance is
addressed in the HP
Clarifies that a similar
designation identifying the
contract may be uses, such
as a contract number. In
addition, the customer
purchase order should note
the TCPN contract as well.
of any product purchased through TCPN
following a reduction in the manufacturer or
publisher's direct cost.
9.2
Price increase: Should it become necessary
or proper during the term of this contract to
make any change in design or any
alterations that will increase expense
Region 4 ESC must be notified immediately.
Price increases must be approved by Region
4 ESC and no payment for additional
materials or services, beyond the amount
stipulated in the contract, shall be paid without
prior approval. All price increases must be
supported by manufacture documentation, or
a formal cost justification letter.
clause is not available since
specific solution or situation,
Clarified that HP will provide
notice to Region 4 ESC if in
the unlikely event an increase
in pricing occurs.
Awarded vendor must honor previous
prices for thirty (30) days after approval
and written notification from vendor Region 4
ESC if requested.
9.4
It is the awarded vendor’s responsibility to
keep all pricing up to date and on file with
Region 4 ESC. All price changes must be
provided to Region 4 ESC, using the same
format as was accepted in the original
contract.
Price reduction and adjustment: Price
reduction may be offered at any time during
contract and shall become effective upon
notice of acceptance from Region 4 ESC.
Special, time-limited reductions are
permissible under the following conditions:
1) reduction is available to all Members
equally; 2) reduction is for a specific time
period, normally not less than thirty (30)
days; a n d 3) original price is not exceeded
after the time-limit; and 4) Region 4 ESC has
approved the new prices prior to any offer of
the prices to a Member. Vendor shall offer
Region 4 ESC any published price reduction
HP Exceptions Table
Region 4 ESC/TCPN
Clarified acceptable price
reduction terms and
conditions.
9.5
10.1
during the contract period.
Prevailing Wage: It shall be the responsibility
of the Vendor agrees to comply, when
applicable, with the prevailing wage legislation
in effect in the jurisdiction of the purchaser
(Region 4 ESC or its Members). It shall further
be the responsibility of the Vendor to use
commercially reasonable efforts to monitor
the applicable prevailing wage rates as
established by the appropriate department of
labor for any increase in rates during the term
of this contract and adjust wage rates
accordingly.
Article 10: Pricing Audit
Audit rights: Vendor shall, at Vendor’s sole
expense, maintain appropriate due diligence
of all purchases made by Region 4 ESC and
any entity that utilizes this Agreement. At
Region 4 ESC/TCPN’s sole expense and
once every twelve (12) months per year
during the terms of this contract, and
provided ten (10) business day written
notice, TCPN and Region 4 ESC each reserve
the right to audit the accounting files or
records pertaining to this contract specific
to any charges paid or payable for a period
of three (3) years from the time such
purchases are made for the purposes of
determining if such charges are accurate.
This audit right shall survive termination of
this Agreement for a period of one (1) year
from the effective date of termination. In the
State of New Jersey, this audit right shall
survive termination of this Agreement for a
period of five (5) years from the date of final
payment. Such records shall be made
available to the New Jersey Office of the
State Comptroller upon request. Region 4
ESC shall have the authority to conduct
random audits of Vendor’s pricing that is
offered to eligible entities at Region 4 ESC's
sole cost and expense. Notwithstanding the
foregoing, in the event that Region 4 ESC is
made aware of any pricing being offered to
eligible agencies that is materially
inconsistent with the pricing under this
agreement, Region 4 ESC shall have the ability
to conduct an extensive audit of Vendor’s
pricing at Vendor’s sole cost and expense.
Region 4 ESC may conduct the audit internally
or may engage a third-party auditing firm. If
Region 4 ESC/TCPN wishes to select a third
HP Exceptions Table
Region 4 ESC/TCPN
Limited HP prevailing wage
obligations to what is
products and services offered
under the terms of any
resultant contract.
Clarified conditions and scope
of pricing audit with HP.
11.1
11.6
12.3
party auditor to perform such audit, such
auditor shall sign a confidentiality
agreement reasonably agreeable to vendor
prior to commencement of the audit, and
the result of the audit shall be subject to
such confidentiality agreement. In the event
of an audit, the requested materials shall be
provided in the format and at the location
designated by Region 4 ESC or TCPN. These
files and records shall not include any
personnel related information, product or
labor cost data, or proprietary data relating
to vendor`s products or services. Audits
shall be performed at Region 4 ESC/TCPN’s
cost during normal business hours in a
manner to minimize disruption to vendor’s
business, and Region 4 ESC/TCPN shall
promptly provide vendor with a copy of the
results of the audit. If the audit reveals that
vendor has overcharged eligible agencies,
Region 4 ESC/TCPN shall notify vendor in
writing regarding the amount of such
overcharge and details regarding such
overcharge. Vendor reserves the right to
reasonably review the results of the audit
and discuss any results within thirty (30)
business days after receipt of notice of the
overcharge.
Article 11: Offeror Product Line Requirements
Current products: Proposals shall be for
Current products may be
materials and equipment in current production
updated over the term of the
and marketed to the general public and
contract. Clarified that
education/government agencies at the time of
current products will include
vendor’s acceptance of an order the
products available to the
proposal is submitted.
public at the time of an order.
Warranty conditions: All supplies,
HP can agree to the standard
equipment and services shall include
warranty available on any
manufacturer's minimum standard warranty
for purchase. Support
and one (1) year labor warranty unless
duration will be based on the
otherwise agreed to in writing.
level and duration of support
and maintenance purchased
by each individual customer.
Article 12: Site Requirements
Registered sex offender restrictions: For
HP has read and
work to be performed at schools, vendor
acknowledges. Please see
agrees that no employee or employee of a
HP’s response to the
subcontractor who has been adjudicated to be
background check
a registered sex offender will perform work at
requirements in “DOC #4:
any time when students are or are reasonably
Contractor Certification
expected to be present. Vendor agrees that a Requirements – Fingerprint
violation of this condition shall be considered
and Background Checks” for
HP Exceptions Table
Region 4 ESC/TCPN
12.4
12.6
13.1
a material breach and may result in the
cancellation of the purchase order at the
Member’s discretion. Vendor must identify
any additional costs associated with
compliance of this term. If no costs are
specified, compliance with this term will be
provided at no additional charge.
Safety measures: Member and Vendor shall
take all commercially reasonable precautions
for the safety of employees on the worksite,
and shall erect and properly maintain all
necessary applicable safeguards for
protection of workers and the public. Member
and Vendor shall post warning signs against all
hazards created by its operation and work in
progress. Proper precautions shall be taken
pursuant to state law and standard practices to
protect workers, general public and existing
structures from injury or damage.
Stored materials: Upon prior written
agreement between the vendor and Member,
payment may be made for materials not
incorporated in the work but delivered and
suitably stored at the site or some other
location, for installation at a later date. An
inventory of the stored materials must be
provided to Member prior to payment. Such
materials must be stored and protected in a
secure location, and be insured for their full
value by the vendor against loss and
damage. Vendor agrees to provide proof of
coverage and/or addition of Member as an
additional insured upon Member’s request.
Additionally, if stored offsite, the materials
must also be clearly identified as property of
buying Member and be separated from other
materials.
Member
must
be
allowed
reasonable opportunity to inspect and take
inventory of stored materials, on or offsite, as
necessary.
Until final acceptance by the Member, it
shall be the Vendor's responsibility to
protect all materials and equipment. The
Vendor warrants and guarantees that title for
all work, materials and equipment shall pass to
the Member upon final acceptance.
Article 13: Miscellaneous
Funding Out Clause: Any/all contracts
exceeding one (1) year shall include a
standard “funding out” clause. A contract for
the acquisition, including lease, of real or
personal property is a commitment of the
entity’s current revenue only, provided the
HP Exceptions Table
Region 4 ESC/TCPN
additional information.
Clarified that safety measures
are the responsibility of both
HP and the customer.
HP cannot be held
responsible for stored
equipment delivered to the
customer designated location.
Special shipping
arrangements may be made
on a per order basis and set
out in a specific Supplemental
Agreement, Schedule, and
Statement of Work.
HP has read and clarifies that
a “funding out” clause shall
provide a advance written
notice of any cancellation or
termination of a contract for
lack of funding, and it shall
contract contains either or both of the
following provisions:
13.3
13.5
“Retains to the entity the continuing right to
terminate the contract at the expiration of
each budget period during the term of the
contract and is conditioned on a best efforts
attempt by the entity to obtain appropriate
funds for payment of the contract.”
Indemnity: The awarded vendor shall protect,
indemnify, and hold harmless defend and
settle any third party claims against both
Region 4 ESC and TCPN and its participants,
administrators, employees and agents for
tangible property damage, bodily injury
and death caused solely by the vendor`s
gross negligence or willful misconduct,
provided that Region 4 ESC/TCPN
promptly notifies vendor of such claims,
cooperates with vendor in the defense of
the claims, and grants vendor sole
defense of such claims. against all claims,
damages, losses and expenses arising out of
or resulting from the actions of the vendor,
vendor employees or vendor subcontractors in
the preparation of the solicitation and the later
execution of the contract, including any
supplemental agreements with members. In
connection with such claims, the vendor
will pay all defense costs, settlement
amounts, court awarded damages
(including court costs and reasonable
attorneys fees), and third party costs
incurred by Region 4 ESC/TCPN at the
request of vendor in connection with the
defense of the claim. Each party will have
a duty to mitigate damages for which the
other party is responsible. Any litigation
involving either Region 4 ESC or TCPN, its
administrators and employees and agents will
be in Harris County, Texas. Any litigation
involving TCPN members shall be in the
jurisdiction of the participating agency.
Marketing: Awarded vendor agrees to allow
Region 4 ESC to use their name and logo
within website, marketing materials and
advertisement. Any use of Region 4 ESC
name and logo or any form of publicity,
inclusive of press releases, regarding this
contract by awarded vendor must have prior
approval from Region 4 ESC.
HP Exceptions Table
Region 4 ESC/TCPN
clearly state that any
termination of a contract,
Statement of Work, or
Schedule shall not affect
payments due or fulfillment
and payment for services
performed, products
delivered, and product orders
accepted prior to termination.
Limited indemnity to third
party claims and require that
Region 4 ESC/TCPN grant
HP sole control of the
defense of such claims.
For the term of this
Agreement only, Region 4
ESC may display the HP’s
marks only as shown in Att 2
on CD (the “Marks”) solely to
accurately identify its
participation in this
Agreement and in connection
with its performance under
this Agreement provided that
Region 4 ESC agrees to (i)
use the Marks only in the
form and manner approved
by HP, (ii) submit to HP for its
prior written approval all
marketing materials specific
to this Agreement containing
HP’s Marks; and (iii) include
all proprietary notices that HP
specifies be used with its
Marks. Any display of the
Marks will inure solely to HP’s
intellectual property rights in
the Marks. Region 4 ESC
agrees to adhere to HP’s logo
or trademark guidelines
(“Trademark Guidelines”) for
displaying the Marks, as may
be amended from time to
time. If reasonably requested
by HP, Region 4 ESC will
expeditiously implement
changes in the manner in
which it uses the Marks to
comply with the Trademark
Guidelines of HP. Region 4
ESC agrees not to display
HP’s Marks in a manner that
is not accurate or in a manner
that is likely to confuse or
mislead as to the relationship
between the parties. Region
4 ESC may not use HP’s
Marks together with their own
trademarks to create a
composite mark. Region 4
ESC will not use HP’s Marks
in a manner that
compromises or reflects
unfavorably upon the
goodwill, good name,
reputation or image of HP, or
which might jeopardize or
limit HP’s proprietary interest
in its Marks. Failure to
comply with the requirements
of this Section will be
considered a material breach
under this Agreement. Upon
the termination of the
Agreement, Region 4 ESC
HP Exceptions Table
Region 4 ESC/TCPN
13.6
13.7
22
will promptly cease all use of
HP’s Marks.
Aligned certificate of
insurance terms with HP
umbrella insurance policy.
Certificates of Insurance: Upon request,
Certificates of insurance shall be delivered
to the Region 4 ESC participant prior to
commencement of work. The insurance
company shall be licensed in the applicable
state in which work is being conducted. The
awarded vendor shall give the participating
entity a minimum of ten (10) days notice prior
to any modifications or cancellation of policies.
The awarded vendor shall require all
subcontractors performing any work to
maintain coverage as specified.
Legal Obligations: It is the Offeror’s
Limited HP’s legal obligations
responsibility to be aware of and comply
to state and federal laws
with all applicable local, state, and federal
laws governing the sale of products/services
for purchase hereunder.
identified in this RFP and any awarded
contract and shall comply with all while
fulfilling the RFP. Applicable laws and
regulation must be followed even if not
specifically identified herein.
Appendix F: Company Profile – Marketing/Sales
For the term of this Agreement only, Region 4
Clarifies guidelines for using
ESC may display the HP’s marks only as
HP logos.
shown in Att 2 on CD (the “Marks”) solely to
accurately identify its participation in this
Agreement and in connection with its
performance under this Agreement provided
that Region 4 ESC agrees to (i) use the Marks
only in the form and manner approved by HP,
(ii) submit to HP for its prior written approval all
marketing materials specific to this Agreement
containing HP’s Marks; and (iii) include all
proprietary notices that HP specifies be used
with its Marks. Any display of the Marks will
inure solely to HP’s intellectual property rights
in the Marks. Region 4 ESC agrees to adhere
to HP’s logo or trademark guidelines
(“Trademark Guidelines”) for displaying the
Marks, as may be amended from time to time.
If reasonably requested by HP, Region 4 ESC
will expeditiously implement changes in the
manner in which it uses the Marks to comply
with the Trademark Guidelines of HP. Region
4 ESC agrees not to display HP’s Marks in a
manner that is not accurate or in a manner that
is likely to confuse or mislead as to the
relationship between the parties. Region 4
ESC may not use HP’s Marks together with
their own trademarks to create a composite
HP Exceptions Table
Region 4 ESC/TCPN
mark. Region 4 ESC will not use HP’s Marks
in a manner that compromises or reflects
unfavorably upon the goodwill, good name,
reputation or image of HP, or which might
jeopardize or limit HP’s proprietary interest in
its Marks. Failure to comply with the
requirements of this Section will be considered
a material breach under this Agreement. Upon
the termination of the Agreement, Region 4
ESC will promptly cease all use of HP’s Marks.
Appendix H: Additional Required Documents
As of January 2013 and to the best of my
Doc #1:
Clean Air and knowledge, I, the Vendor, am in compliance
restriction.
Water Act
with all applicable standards, orders or
regulations issued pursuant to the Clean Air
Act of 1970, as Amended (42 U.S. C. 1857
(h), Section 508 of the Clean W ater Act, as
amended (33 U.S.C. 1368), Executive Order
117389 and Environmental Protection
Agency Regulation, 40 CFR Part 15 as
required under OMB Circular A-102,
Attachment O, Paragraph 14 (1) regarding
reporting violations to the grantor agency and
to the United States Environment Protection
Agency Assistant Administrator for the
Enforcement.
As of January 2013, I, the Vendor, certify to
Doc #2:
the best of my knowledge that my company
Debarment
restriction.
Notice
has not been debarred, suspended or
otherwise ineligible for participation in Federal
Assistance programs under Executive Order
12549, “Debarment and Suspension”, as
described in the Federal Register and Rules
and Regulations.
Fingerprint & Background Checks
Doc #4:
Provided additional language
Contractor
If required to provide services on school
setting out guidelines for
Certification
district property at least five (5) times during
background checks with HP
Requirements a month, contractor shall submit a full set of
employees and clarified
- Fingerprint
fingerprints to the school district if requested
additional conditions.
and
of each person or employee who may provide
Background
such service. Alternately, the school district
Checks
may fingerprint those persons or employees.
An exception to this requirement may be
made as authorized in Governing Board
policy. The district shall conduct a f ingerprint
check in accordance with the appropriate
state and federal laws of all contractors,
subcontractors or vendors and their
employees for which fingerprints are
submitted to the district. Contractor,
subcontractors, vendors and their employees
shall not provide services on school district
HP Exceptions Table
Region 4 ESC/TCPN
properties until authorized by the District.
The offeror shall comply with fingerprinting
requirements in accordance with appropriate
statutes in the state in which the work is being
performed unless otherwise exempted.
Contractor shall comply with governing board
policy in the school district or Participating
Entity in which work is being performed.
The district or Participating Entity
acknowledges that the contractor
background check information and the
results are considered personal and
confidential information of the contractor
and employees. Use of the background
check personal and confidential
information shall be limited to the
business purposes set out in this section
and any resultant contract, the information
will not be shared with other parties, it will
be reasonably safeguarded based on the
nature of the information, and that it will be
immediately destroyed when no longer
needed. Furthermore, the district or
Participating Entity will be required to sign
the contractor’s PDPA (Personal Data
Protection Agreement) prior to any
contractor employee submitting
information to complete the district’s or
Participating Entity’s mandatory
background check process.
** The Region 4 ESC/TCPN, district, and
Participating Entity must acknowledge that
HP is prohibited from requiring HP
employees to participate in the district’s or
Participating Entity’s background check
process as a condition of employment. HP
employees must volunteer to participate in
such background check processes. As a
result, HP cannot be held liable for any
scheduling delays caused by the
mandatory background check process.
Attachments 9 through 10: HP Additional Terms and Conditions
HP’s acceptance of the RFP terms and conditions is subject to HP’s complete RFP response,
as well as the exceptions noted therein and the HP Additional Terms and Conditions, which are
especially relevant to the sale of the Products and Services proposed for purchase hereunder.
For the purposes of the HP Additional Terms and Conditions the term “Customer” shall mean
the entity purchasing the products or services (i.e. Region 4 ESC, TCPN, Member, or
Participating Entity). HP is open to negotiate all terms and conditions, in good faith, upon award.
HP Exceptions Table
Region 4 ESC/TCPN
ATTACHMENT 9
HEWLETT-PACKARD COMPANY REGION 4 ESC/TCPN ADDITIONAL TERMS AND
CONDITIONS FOR PURCHASES OF HARDWARE, SOFTWARE, AND PROFESSIONAL
SERVICES
1.
Parties. These Additional Terms and Conditions present the agreement (“Agreement”)
that governs the purchase of products and services referenced above from the HewlettPackard Company and/or Affiliates (“HP”) by Region 4 ESC, TCPN, Member’s and
Participating Entities as applicable (“Customer”).
2.
Orders. “Order” means the accepted order including any supporting materials which
the parties identify as incorporated either by attachment or reference (“Supporting
Material”). Supporting Material may include (as examples) product lists, hardware or
software specifications, standard or negotiated service descriptions, data sheets and
their supplements, and statements of work (SOWs), published warranties and service
level agreements, and may be available to Customer in hard copy or by accessing a
designated HP website.
3.
Scope and Order Placement. These terms may be used by the parties’ Affiliates. The
parties can confirm their agreement to these terms either by signature where indicated at
the end or by referencing these terms on Orders.
4.
Order Arrangements. Customer may place orders with HP through our website or
customer-specific portal, or by letter, fax or e-mail. Where appropriate, Orders must
specify a delivery date. If Customer extends the delivery date of an existing order
beyond ninety (90) days, then it will be considered a new order. Customer may cancel a
hardware order at no charge up to five (5) business days prior to shipment date.
5.
Prices and Taxes. Prices are exclusive of taxes, duties, and fees (including installation,
shipping, and handling) unless otherwise quoted. If a withholding tax is required by law,
please contact the HP order representative to discuss appropriate procedures. HP will
charge separately for reasonable out-of-pocket expenses, such as travel expenses
incurred in providing professional/consulting services.
6.
Invoices and Payment. Customer agrees to pay all invoiced amounts within thirty (30)
days of HP’s invoice date. HP may suspend or cancel performance of open orders or
services if Customer fails to make payments when due.
7.
Title. Risk of loss or damage and title for hardware products will pass upon delivery to
Customer or its designee. Where permitted by law, HP retains a security interest in
products sold until full payment is received.
8.
Delivery. HP may elect to deliver software and related product/license information by
electronic transmission or via download.
9.
Installation. If HP is providing installation with the product purchase, HP’s site
guidelines (available upon request) will describe the facilities Customer is required to
Page 1 of 6
provide. HP will conduct its standard installation and test procedures to confirm
completion.
10.
Support Services. HP’s support services will be described in the applicable Supporting
Material , which will cover the description of HP’s offering, eligibility requirements,
service limitations and Customer responsibilities, as well as the Customer systems
supported.
11.
Eligibility. HP’s support and warranty commitments do not cover claims resulting from:
1. improper site preparation, or site or environmental conditions or other noncompliance with applicable Supporting Material;
2. Modifications or improper system maintenance or calibration not performed by HP
or authorized by HP;
3. failure or functional limitations of any non-HP software or product impacting
systems receiving HP support;
4. malware (e.g. virus, worm etc.) not introduced by HP; or
5. abuse, negligence, accident, fire or water damage, electrical disturbances,
transportation by Customer, or other causes beyond HP’s control.
12.
Professional Services. HP will deliver any ordered IT consulting, training or other
services as described in the agreed Supporting Material.
13.
Professional Services Acceptance. The acceptance process (if any) will be described
in the relevant Supporting Material, will apply only to the deliverables specified, and shall
not apply to other products or services to be provided by HP.
14.
Dependencies. HP’s ability to deliver services will depend on Customer’s reasonable
and timely cooperation and the accuracy and completeness of any data from Customer
needed to deliver the services.
15.
Change Orders. We each agree to appoint a project representative to serve as the
principal point of contact in managing the delivery of services and in dealing with issues
that may arise. Requests to change the scope of services or deliverables will require a
change order signed by both parties.
16.
Product Performance. All HP-branded hardware products are covered by HP’s limited
warranty statements that are provided with the products or otherwise made available.
Hardware warranties begin on the date of delivery or if applicable, upon completion of
HP installation, or (where Customer delays HP installation) at the latest 30 days from the
date of delivery. Non-HP branded products receive warranty coverage as provided by
the relevant third party supplier.
17.
Software Performance. HP-branded software products will conform materially to their
specifications and be free of malware at the time of delivery. Unless otherwise specified,
HP warranties for software products will begin on the date of delivery and last for ninety
Page 2 of 6
(90) days. HP does not warrant that the operation of software products will be
uninterrupted or error-free or that software products will operate in hardware and
software combinations other than as authorized by HP in Supporting Material.
18.
Services Performance. Services are performed using generally recognized
commercial practices and standards. Customer agrees to provide prompt notice of any
service concerns.
19.
Warranty Claims. When we receive a valid warranty claim for an HP hardware or
software product, HP will either repair the relevant defect or replace the product. If HP is
unable to complete the repair or replace the product within a reasonable time, Customer
will be entitled to a full refund upon the prompt return of the product to HP (if hardware)
or upon written confirmation by Customer that the relevant software product has been
destroyed or permanently disabled. HP will pay for shipment of repaired or replaced
products to Customer and Customer will be responsible for return shipment of the
product to HP. These terms state all remedies for warranty claims. To the extent
permitted by law, HP disclaims all other warranties.
20.
Intellectual Property Rights. No transfer of ownership of any intellectual property will
occur under this Agreement. Customer grant HP a non-exclusive, worldwide, royaltyfree right and license to any intellectual property that is necessary for HP and its
designees to perform the ordered services. If deliverables are created by HP specifically
for Customer and identified as such in Supporting Material, HP hereby grants Customer
a worldwide, non-exclusive, fully paid, royalty-free license to reproduce and use copies
of the deliverables internally.
21.
Intellectual Property Rights Infringement. HP will defend and/or settle any claims
against Customer that allege that an HP-branded product or service as supplied under
this Agreement infringes the intellectual property rights of a third party. HP will rely on
Customer’s prompt notification of the claim and cooperation with our defense. HP may
modify the product or service so as to be non-infringing and materially equivalent, or we
may procure a license. If these options are not available, we will refund to Customer the
amount paid for the affected product in the first year or the depreciated value thereafter
or, for support services, the balance of any pre-paid amount or, for
professional/consulting services, the amount paid. HP is not responsible for claims
resulting from any unauthorized use of the products or services.
22.
License Grant. HP grants Customer a non-exclusive license to use the version or
release of the HP-branded software listed in the Order. Permitted use is for internal
business purposes only (and not for further commercialization), and is subject to any
specific software licensing information that is in the software product or its Supporting
Material. For non-HP branded software, the third party’s license terms will govern its
use.
23.
Updates. Customer may order new software versions, releases or maintenance updates
(“Updates”), if available, separately or through an HP software support agreement.
Page 3 of 6
Additional licenses or fees may apply for these Updates or for the use of the software in
an upgraded environment. Updates are subject to the license terms in effect at the time
that HP makes them available to Customer.
24.
License Restrictions. HP may monitor use/license restrictions remotely and, if HP
makes a license management program available, Customer agrees to install and use it
within a reasonable period of time. Customer may make a copy or adaptation of a
licensed software product only for archival purposes or when it is an essential step in the
authorized use of the software. Customer may use this archival copy without paying an
additional license only when the primary system is inoperable. Customer may not copy
licensed software onto or otherwise use or make it available on any public external
distributed network. Licenses that allow use over Customer’s intranet require restricted
access by authorized users only. Customer will also not modify, reverse engineer,
disassemble decrypt, decompile or make derivative works of any software licensed to
Customer under this Agreement unless permitted by statute, in which case Customer will
provide HP with reasonably detailed information about those activities.
25.
License Term and Termination. Unless otherwise specified, the software license
granted is perpetual, provided however that if Customer fails to comply with the terms of
this Agreement, HP may terminate the license upon written notice. Immediately upon
termination, or in the case of a limited-term license, upon expiration, Customer will either
destroy all copies of the software or return them to HP, except that Customer may retain
one copy for archival purposes only.
26.
License Transfer. Customer may not sublicense, assign, transfer, rent or lease the
software or software license except as permitted by HP. HP-branded software licenses
are generally transferable subject to HP’s prior written authorization and payment to HP
of any applicable fees. Upon such transfer, Customer’s rights shall terminate and
Customer shall transfer all copies of the software to the transferee. Transferee must
agree in writing to be bound by the applicable software license terms. Customer may
transfer firmware only upon transfer of associated hardware.
27.
License Compliance. HP may audit Customer compliance with the software license
terms. Upon reasonable notice, HP may conduct an audit during normal business hours
(with the auditor’s costs being at HP’s expense). If an audit reveals underpayments then
Customer will pay to HP such underpayments. If underpayments discovered exceed five
(5) percent of the contract price, Customer will reimburse HP for the auditor costs.
28.
Confidentiality. Information exchanged under this Agreement will be treated as
confidential if identified as such at disclosure or if the circumstances of disclosure would
reasonably indicate such treatment. Confidential information may only be used for the
purpose of fulfilling obligations or exercising rights under this Agreement, and shared
with employees, agents or contractors with a need to know such information to support
that purpose. Confidential information will be protected using a reasonable degree of
care to prevent unauthorized use or disclosure for 3 years from the date of receipt or (if
longer) for such period as the information remains confidential. These obligations do not
Page 4 of 6
cover information that: i) was known or becomes known to the receiving party without
obligation of confidentiality; ii) is independently developed by the receiving party; or iii)
where disclosure is required by law or a governmental agency.
29.
Personal Information. Each party shall comply with their respective obligations under
applicable data protection legislation. HP does not intend to have access to personally
identifiable information (“PII”) of Customer in providing services. To the extent HP has
access to Customer PII stored on a system or device of Customer, such access will
likely be incidental and Customer will remain the data controller of Customer PII at all
times. HP will use any PII to which it has access strictly for purposes of delivering the
services ordered.
30.
US Federal Government Use. If software is licensed to Customer for use in the
performance of a US Government prime contract or subcontract, Customer agrees that
consistent with FAR 12.211 and 12.212, commercial computer software, documentation
and technical data for commercial items are licensed under HP’s standard commercial
license.
31.
Global Trade compliance. Products and services provided under these terms are for
Customer’s internal use and not for further commercialization. If Customer exports,
imports or otherwise transfers products and/or deliverables provided under these terms,
Customer will be responsible for complying with applicable laws and regulations and for
obtaining any required export or import authorizations. HP may suspend its performance
under this Agreement to the extent required by laws applicable to either party.
32.
Limitation of Liability. HP will be responsible for damages that Customer may incur as
a result of purchasing products and services from HP, up to the greater of $1,000,000 or
the amount payable by Customer to HP for the relevant Order. Except for unauthorized
use of Customer’s or HP’s intellectual property, neither Customer nor HP will be liable
for lost revenues or profits, downtime costs, loss or damage to data or indirect, special or
consequential costs or damages. Neither party limits their liability for: death or bodily
injury caused by their negligence; acts of fraud; wilful repudiation of the Agreement; nor
any liability which may not be excluded or limited by applicable law.
33.
Disputes. If Customer is dissatisfied with any products or services purchased under
these terms and disagrees with HP’s proposed resolution, we both agree to promptly
escalate the issue to a Vice President (or equivalent executive) in our respective
organizations for an amicable resolution without prejudice to the right to later seek a
legal remedy.
34.
General: For disputes between the Member or Participating Entity and HP, this
Agreement shall be governed by, construed, interpreted and enforced solely in
accordance with the laws of the state in which the Member resides, excluding rules as to
choice and conflict of law, and the venue of any action shall lie in such state. Customer
and HP agree that the United Nations Convention on Contracts for the International Sale
of Goods will not apply. For disputes between Region 4 ESC and HP, this Agreement
shall be governed by, construed, interpreted and enforced solely in accordance with the
Page 5 of 6
laws and within the Courts of the State of Texas, excluding rules as to choice and
conflict of law.
Page 6 of 6
ATTACHMENT 10
HP ADDITIONAL TERMS AND CONDITIONS
HP MANAGED PRINT SERVICES AND SUPPORT AGREEMENT
This HP Managed Print Services and Support Agreement (“Agreement”) is between Hewlett-Packard Company
(“HP”, also referred to as “We” or “Our”) and the customer named below (“Customer”, also referred to as “You”
or “Your”) and applies to Customer’s purchases and HP’s provision of managed print support services (the
“Services”) from HP. The Region 4 ESC/TCPN Contract, this Managed Print Services and Support
Agreement, together with the applicable Managed Print Services and Support Schedule (the “Schedule”)
contains the entire agreement between You and HP and no modifications will be effective unless made in
writing and signed by both parties. In the event of any conflict of terms between the Region 4 ESC Contract,
this Agreement and the Schedule, the terms of the Schedule will prevail for those Services provided under that
Schedule. This Agreement will remain in effect until terminated as set forth below.
1. PAYMENT. You agree to pay all invoiced amounts without offset within thirty (30) days of HP’s invoice
date. We may suspend or cancel performance of Services if You fail to make payments when due. We
may change credit terms or payment terms due to materially adverse changes in Your financial condition or
payment history.
2. PRICES AND TAXES. Prices are specified in the applicable Schedule and are exclusive of taxes and fees
unless otherwise quoted. If a withholding tax is required by law, You must contact Your HP order
representative to discuss appropriate procedures for withholding the tax, remitting it to appropriate authority
and assisting HP with necessary documentation to claim the tax credit. Specific invoicing conditions for the
Services are provided in the Schedule.
3. WARRANTY. HP warrants that We will perform the Services using generally recognized commercial
practices and standards. If We fail to do so, upon timely notice We will re-perform the Services. This
Agreement states all remedies for warranty claims. To the extent permitted by law, HP disclaims all other
warranties.
4. INTELLECTUAL PROPERTY RIGHTS. No transfer of ownership of any intellectual property will occur
under this Agreement. You grant HP a non-exclusive, worldwide, royalty-free right and license to any
intellectual property that is necessary for HP and its designees to perform the Services.
5. INTELLECTUAL PROPERTY INFRINGEMENT. HP will defend and/or settle any claims against You that
allege that an HP branded service infringes the intellectual property of a third party. HP will rely on Your
prompt notification of the claim and cooperation with Our defense. HP may modify the Service so as to be
non-infringing and materially equivalent, or We may procure a license. If these options are not available,
We will refund to You the balance of any pre-paid amount. We are not responsible for claims resulting from
third party materials or technology, modifications not made by HP, or use with products or services not
authorized by HP.
6. LIMIT OF LIABILITY. HP’s liability to You under this Agreement is limited to the greater of $1,000,000 or
the amount payable by You to HP under the applicable Schedule. Neither You nor HP will be liable for lost
revenues or profits, downtime costs, loss or damage to data or indirect, special or consequential costs or
damages. This does not limit, however, either party’s liability for unauthorized use of intellectual property,
death or bodily injury caused by Your or Our negligence, acts of fraud, willful repudiation of the Agreement
or any liability that cannot be excluded or limited by applicable law.
7. CONFIDENTIALITY. In connection with this Agreement or any order made under it, the parties may
exchange confidential business, technical or financial information. This information will be treated as
confidential if it is indicated as such when it is disclosed, or if it would reasonably be understood as
confidential by its nature and the circumstances of disclosure. Confidential information may be used by a
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ATTACHMENT 10
HP MANAGED PRINT SERVICES AND SUPPORT AGREEMENT
8. receiving party only for the purpose of fulfilling its obligations or exercising its rights under this Agreement,
and may be shared only with employees, agents or contractors who have a need to know the confidential
information for that purpose. The receiving party will protect the confidential information with a reasonable
degree of care to prevent its unauthorized use or disclosure. The receiving party’s confidentiality
obligations will continue for three (3) years from the date of disclosure, or (if longer) such period as the
relevant information remains confidential. These confidentiality obligations will not extend to information
that: was already known by the receiving party prior to its disclosure; is or becomes public knowledge
without breach by the receiving party; is independently developed or learned by a receiving party; is
rightfully received by a receiving party from an independent third party; or is required to be disclosed by a
governmental agency or by law.
9. EFFECT OF TERMINATION. Termination of this Agreement may not result in termination of any existing
Schedules hereunder unless the parties agree in writing to terminate such Schedules. This Agreement will
be deemed in full force and effect for any existing Schedules that may continue. Upon termination of this
Agreement, You will pay HP for all Services performed, and all charges and expenses due HP under this
Agreement and as provided in a Schedule, including any applicable termination fees.
10. MISCELLANEOUS. The failure of either party to enforce at any time any provision of this Agreement shall
not be construed to be a waiver or any breach of these terms and conditions and shall not be construed as
a waiver of any other term or condition.
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ATTACHMENT 11
HP MANAGED PRINT SERVICES AND SUPPORT SCHEDULE
This HP Managed Print Services and Support Schedule (“Schedule”) is made on the Schedule Effective Date
specified below between Hewlett-Packard Company (“HP”) and the customer named below (“Customer”) and
applies to Customer’s purchases and HP’s provision of managed print support services (the “Services”) from
HP. This Schedule is attached to and forms part of the HP Managed Print Services and Support Agreement
dated _____, 20__ (the “Agreement”) and must be signed by both parties to be effective. Capitalized terms
not defined herein are defined in the Agreement.
TERM:
___ MONTHS
HP WILL PROVIDE SUPPORT WHIC H INCL UDES T HE FOLLOWING:
Toner Cartridge Delivery
Service, Parts, and
Maintenance Kits
Four Hour/NBD Priority
Response
Cleanings at Every Technician
Visit
Detailed Usage Reports
Dedicated Account Manager
PRICING SCHEDULE
S U P P O R T R A TE S F O R T HE V A R IO U S D E V IC E S A R E A S F O LL OW S :
MODEL
TYPE
RATE
PRO
G
MODEL
TYPE
RATE
PROG
SERVICE LEVEL DEFINITIONS.
Premium Support (PS): Includes toner, toner delivery, maintenance kits, parts and repairs.
Essential Support (ES): Includes toner, toner delivery, color maintenance items.
Service Support (SS): Includes parts and repairs (no toner).
All programs also include cleanings at every service visit, a dedicated account manager, along with detailed
usage reports. Toner installation and empty toner cartridge disposal may or may not be included depending on
location. Except to the extent that a specific requirement is set out in this Schedule, HP will manage the
method and provision of the programs in its sole discretion.
TERM, TERMINATION & RENEWAL. The term of this Schedule will begin on the Schedule Effective Date
and will continue for the Term indicated above. This Schedule will automatically renew for successive twelve
(12) month terms unless (i) HP is notified, in writing, of Your intention not to renew at least sixty (60) days
before the Term expiration; or (ii) We notify you of Our intent not to renew. We reserve the right to increase
the rates at each renewal. We reserve the right to terminate this Schedule at any time. You may only
terminate this Schedule in the event of HP's non-performance. We will have thirty (30) days from your written
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ATTACHMENT 11
notice to cure such concerns. If Our cure does not resolve Your concerns, this Schedule will terminate ninety
(90) days after the written notice was received. This Agreement may not be cancelled for convenience by You.
In the event of any early termination of this Schedule for any reason other than Our non-performance, We, in
Our sole discretion, may assess you the number of impressions estimated to be remaining for the term of this
Agreement based on the most recent historical impression counts. Any invoice issued for remaining
impressions on this Schedule will be due and payable immediately.
DEVICES COVERED UNDER THIS AGREEMENT. The pricing above and the terms contained herein are
offered based on supporting all eligible devices within the organization and keeping the remote monitoring
software active. All devices of a similar model/series must be enrolled unless a specific written exception is
granted. Devices can only be removed from the program if they are taken out of service and permanently
removed from a supportable location. Additional devices may be added at any time if We currently provide
support for that model/series. Devices that are added at a later date that are not currently included in the
Pricing Schedule will be added at the then current rate. Devices must be in a working condition prior to being
enrolled in this program. If a device to be added to this Agreement is not new, We will determine if repairs are
required to bring the device to a working condition. If repairs are required, We will only charge You for parts
used, labor charges will not be billed. If a mono device to be enrolled has a "toner low" condition, You will be
invoiced 50% of the retail price of a new toner cartridge. On color devices, any toner cartridges that are "toner
low" upon setup beyond the first cartridge will be invoiced at retail price. You agree to follow correct device
operation guidelines as specified by the manufacturer.
HOURS OF SERVICE. HP will perform service on this Agreement during normal business hours Monday
through Friday, 8:00a.m. through 5:00p.m. local time. After-hours service is available in some areas for US
$150.00. We are closed during holidays.
PRICING, CUSTOMER REQUIREMENTS. Pricing will be billed at the per impression rates by device
model/series as listed on the Pricing Schedule. One impression is equal to one 8 1/2" x 11" page. Color rates
will apply to all impressions with printed color. Duplex printing equals two impressions. Customer is
responsible to keep the remote monitoring software active and installed at all locations during the term of this
Agreement. You understand that if the remote monitoring software is de-activated, We will not be able to
receive toner low or service alert messages from Your devices, therefore if the remote monitoring software is
disabled, We will not be held to our response commitments. We also use the remote monitoring software to
collect counts for billing. If We are unable to retrieve counts for billing, We will invoice You with an estimated
billing at the recent historical billing interval impression count for each device. If an estimated billing occurs,
We will credit You for any over billing and You agree to pay Us for any under billing that is discovered once the
software is reactivated and the impression counts are reconciled.
TONER COVERAGE. We will increase our rates on those devices that show You are printing with greater
than 7% toner coverage for mono and 28% toner coverage for color. The amount of increase will be based on
the amount of excess toner coverage.
DEVICE OBSOLESCENCE. When the manufacturer no longer supports a device and repair parts are no
longer available for a device model/series, We reserve the right to move that model/series to a different
support solution or discontinue providing service.
Page 2
ATTACHMENT 11
ITEMS NOT COVERED. The following items are not covered under this service: paper, font cartridges,
firmware upgrades, third-party SIMMs, DIMMs, and accessories, and all external interface cards. Imaging
supplies provided by HP under this Agreement remain the property of HP at all times.
DISK DRIVE SECURITY. We respect your privacy and take your security seriously. Therefore, we will be
following this Disk Drive Security Policy. During the product life: for devices managed by Us, faulty disk
drives, regardless of manufacturer’s warranty status, will be left with authorized personnel at Your site. If
device disk drives must be taken from Your site, upon request, HP will perform an overwrite process either a.)
using the device’s internal overwrite process if so equipped, or b.) HP’s own process that conforms to the
standards set forth by the National Institute of Standards and Technology (NIST) Bulletin 800-88 Guideline for
Media. At the end of product life: at your request, We will wipe the device’s hard disk drive by a.) using the
device’s internal overwrite process if so equipped, or b.) HP’s own process that conforms to the standards set
forth by the National Institute of Standards and Technology (NIST) Bulletin 800-88 Guideline for Media. A fee
applies to this service; Your account manager can provide you with full details. HP also offers a hard drive
swap service in which we replace the existing hard drive with a new hard drive. The cost for this service
depends on the cost of a replacement drive. Please note, all leased devices returned to lessor at lease end or
devices used as a trade-in on a purchase transaction must have a functioning hard drive.
INVOICING. HP will invoice quarterly in advance, based on the impressions made during the previous
quarter. Invoice terms are Net 30.
HP and Customer agree by application of their duly authorized representative’s respective signatures below
that this Schedule should become effective as of the Schedule Effective Date.
EFFECTIVE DATE: ____________________________
Agreed to by:
Agreed to by:
<CLIENT>
Authorized Signature: ___________________________
Print Name: ___________________________________
Date: ________________________________________
Address: _____________________________________
_____________________________________________
_____________________________________________
Contact Name: ________________________________
Phone: ______________________________________
EMail: _______________________________________
Fax: _______________________________________
Authorized Signature: ___________________________
Print Name: ___________________________________
Date: ________________________________________
Address: _____________________________________
_____________________________________________
_____________________________________________
Contact Name: ________________________________
Phone: ______________________________________
EMail: _______________________________________
Fax: _________________________________________
Page 3

HP Vendor Response NP

Transcription

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