HomeMy WebLinkAbout20111111 RESOLUTION
RE: APPROVE PROPOSAL AND CUSTOMER SERVICE AGREEMENT FOR SCANNING
AND CONVERSION OF FILES FOR WELD COUNTY DISTRICT ATTORNEY'S
OFFICE AND AUTHORIZE CHAIR TO SIGN - HOV SERVICES
WHEREAS, the Board of County Commissioners of Weld County, Colorado, pursuant to
Colorado statute and the Weld County Home Rule Charter, is vested with the authority of
administering the affairs of Weld County, Colorado, and
WHEREAS, the Board has been presented with a Proposal and Customer Service
Agreement for the Scanning and Conversion of Files between the County of Weld, State of
Colorado, by and through the Board of County Commissioners of Weld County, on behalf of the
Weld County District Attorney's Office, and HOV Services, commencing upon full execution,
with terms and conditions being as stated in said proposal and agreement, and
WHEREAS, after review, the Board deems it advisable to approve said proposal and
agreement, a copy of which is attached hereto and incorporated herein by reference.
NOW, THEREFORE, BE IT RESOLVED by the Board of County Commissioners of
Weld County, Colorado, that the Proposal and Customer Service Agreement for the Scanning
and Conversion of Files between the County of Weld, State of Colorado, by and through the
Board of County Commissioners of Weld County, on behalf of the Weld County District
Attorney's Office, and HOV Services be, and hereby is, approved.
BE IT FURTHER RESOLVED by the Board that the Chair be, and hereby is, authorized
to sign said proposal and agreement.
The above and foregoing Resolution was, on motion duly made and seconded, adopted
by the following vote on the 9th day of May, A.D., 2011.
BOARD OF COUNTY COMMISSIONERS
WELD COUNTY, COLO • DO
ATTEST: �✓ ge,�� xJ-4X Sjete,. _
rbara Kirkmeyer, ' hair
Weld County Clerk to the B t `lows
!.rCe • an P. (7Pro-Tem
BY: I'''. /���
Deputy Clerk to the Boa : ��� l ( (..,
William F. Garcia
APPBR FORM: EXCUSED
David E. Long
y Attorney balineargaiswas
Douglas Rademacher
Date of signature 0/7/1
\AC,S, i'A 2011-1111
i I s i i DA0023
M.HOVServices
IMMO Exceed Expectations
Enhancing service through imaging
A proposal for:
Weld County DA
Prepared by:
HOV SERVICES
Brad Schmelzer
303.660.1765 Phone
303.496.0283 Fax
Brad.schmelzerna.hovservices.com
April 29, 2011
2011-1111
NOV SERVICES
CUSTOMER SERVICE AGREEMENT
HOV Services agrees to supply to Weld County DA,('CUSTOMER')agrees to purchase from
HOV SERVICES the scanning and conversion of DA Pies as may be outlined below.
The PARTIES agree to be bound by the following exhibits to this agreement,the terms and
conditions of which are hereby Incorporated by reference:
A. STATEMENT OF WORK,attached hereto as EXHIBIT A and which fully and
completely describes the services(the'Services')to be provided by HOV SERVICES
to Customer.
B. PRICING SCHEDULE AND PAYMENT TERMS, attached hereto as EXHIBIT B and
which are based on the Services to be provided to CUSTOMER.
The Services to be provided to CUSTOMER under this Agreement are:
X Project
Repetitive
Both Project and Repetitive
In witness whereof,this agreement has been executed by a respective signatory of each party
whose signature appears below and is on the date of this Agreement duly authorized by all
necessary and required corporate action to execute this agreement.
SIGNATURE:
Board of Weld County Commissioners
on behalf of Weld County DA HOV Services
91510th Street 503 N. Main Street#205
Greeley,CO.80632 Pueblo,CO. 81003
Signe /(22 �cAJ� signed."0
14---
Printed Name: Barbara Kirkmeyer Printed Name:AAte M6/3ep
Date: MAY 0 C 2011 Date: y 19-a
HOVServices
IIIMSExceed Expectations
Conflict of Interest Statement
We represent and warrant that(1)we have not offered, and during the term of this evaluation or signed agreement will
not offer, to any employee of Weld County DA or member of such employees family any gift, gratuity or compensation
in any form; (2)to the best of our knowledge no employee of Weld County DA is employed by, or has any ownership
interest in,the respondent; (3)there is no understanding or agreement, expressed or implied,for the acquisition of
any ownership interest in the respondent by such employee(or family member); and (4)during the term of this
evaluation we will not employ any employees or family members of Federal Highway Administration.
Statement of Confidentiality
This document contains confidential information provided for the sole purpose of permitting Weld County DA to
evaluate HOV SERVICES as a prime contractor for document and data conversion services of DA records. In
consideration of receipt of this document, Weld County DA agrees to maintain such information as privileged and
confidential. Information contained within this document will not be conveyed in any manner(written, electronically or
verbally)to any person outside the group,who is not directly responsible for evaluation of its contents for the stated
purpose, except that there is no obligation to maintain the confidentiality of any information which was known to Weld
County DA prior to receipt of such information; or which becomes publicly known through no fault of Weld County DA;
or is received without obligation of confidentiality. Upon written request, Weld County DA will return this document
and all copies to HOV SERVICES. Conditions and pricing in this proposal are valid for a period not to exceed (120)
days unless extended in writing.
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TABLE OF CONTENTS
EXHIBIT A g
BACKGROUND 5
OVERVIEW OF THE SCANNING PROCESS 5
Indexing 5
TRACKING AND REPORTING 6
Pre-Preparation 6
QUALITY CONTROL PROCESSES 7
SCANNING—ATTENDED MODE QC 7
IMAGE CLEAN-UP PROCESSES 7
POST SCAN AUTOMATED QC 7
VISUAL QC 7
WORKFLOW QUALITY CONTROL 8
POST RELEASE QC 8
Post Preparation 8
SECURITY SAFEGUARDS 8
COMPANY OVERVIEW 9
HOV SERVICES INDUSTRY Focus 9
EXHIBIT B—COST PROPOSAL 10
HOV SERVICES Outsourcing Proposal 4/29/2011
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Exhibit A
Background
Description of business problem being solved
By converting these Customer Files to an electronic form and providing access through EMC ApplicationXtender,
Weld County DA will be able to:
• Raise service levels by allowing for rapid retrieval of imaged data,
• Avoid future interning errors or loss of documents through misfiling,
• Reduce costs by eliminating certain retrieval and copy functions and the need for on-site storage,
• Minimize the risk of damage or loss of hardcopy documents as a consequence of frequent retrieval or
disaster.
Overview of the scanning process
HOV SERVICES received information on 3-17-11 and the following is a brief list of the specifics of the project.
1. Approximately 5,000 files with an average of 20 pages each with 5%of the pages being double-sided for a
total estimated image count of 105,000 to be scanned at 200dpi B&W.
2. All document preparation will be performed by HOV Services.All staples and encumbrances will be removed
and the files will be scanner ready.
3. The primary documents will be scanned and output to a USB Hard Disk.
Indexing
Documents will be indexed at the file level using the attributes listed below. Indexing of the records will be done in a
batch by cycle using the following attributes:
Indexing -Keyed Fields
Defendant
Case#
Date
Total keystrokes for project 120,000
Document Types:
Left Side
Right Side
Cover
Pickup, Delivery and Retrieval of Documents
HOV Services would set up a pickup and delivery schedule that meets the needs of WELD COUNTY DA. We
currently employ our own courier and have many customers that require a weekly or biweekly pickup and return of
documents. Our driver would inspect the documents and has each customer sign Shipping and Receiving Order,
identifying what was pickup up and also what was delivered. Once boxes are received at our Production Facility they
are logged into LOCSS and tracked through the entire process from Prep, scan, index, QC and delivery.
Many of our customers need access to their documents while they are at our Production Facility. Customers like
Pacific Care, Health One, Public Utilities Commission, Jeppesen, Superior Court of Orange County, Boeing, and First
American Title all need access to their documents at a moments notice. HOVS gives each client a dedicated email
address for document retrieval requests that is monitored from 8:00am to 5:00pm each and every business day. The
turnaround time varies with each client's requirement but our typical turnaround time is 24 hours from time of receipt
of the retrieval request. We will either scan the original, providing an immediate electronic copy or in some cases we
can locate and deliver the hard copy if there is a need to have the physical paper.
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Tracking and Reporting
To ensure that HOVS accounts for and delivers back to you every document received, image created and all data
extracted, HOVS has developed its own proprietary data, document and job tracking system-HOVS Operations
Controls and Statistical System (LOCSS)that insures that all work is accounted for through all steps of the production
process and is on-schedule through each process to meet the turnaround requirements of our customers. The detail
of LOCSS includes the ability to monitor the status of every single image and data record in process. Billing and
invoicing information is also pulled from the LOCSS system.
LOCSS is a proprietary software program conceived, developed and supported by HOVS. LOCSS allows HOVS to
track each form and data batch from the time it is received until the keyed data and images are transmitted back to
the customer. LOCSS provides the following services that assure that every document and all data is accounted for
and that every batch is keyed and data transmitted within the time frame requirement of our customer.
Upon receipt of the Box, LOCSS:
• Records the time the batch is picked up from customer
• Scanned date, user id and images ready for data entry
• Automatically routes batches through the data capture process
• Tracks by operator what each operator keys and/or verifies and prepares reports
• Automatically route the data to Quality Control/ Inspection after they have been key verified
• Automatically alerts production control if a batch is overdue from any process
• Generates reports listing total batches received by date and time of day, all data output,the key entry
operator, the volume received,the volume keyed, the volume output and the time
• Identifies bottlenecks in the data capture process and alerts management so that problems can be
addressed and resolved before they reach critical mass
• Provides reconciliation by providing reports that match images received, images keyed and verified,
and images rejected, to records output
• Records time the data extracted from the documents is transmitted back to the customer
For WELD COUNTY DA, HOVS will log each box into LOCSS, tracking them from the time they are picked up to the
time they leave the building. We have the ability to tell where each and every box is in the imaging process. This
makes file retrieval very easy should WELD COUNTY DA need access to any while they are in HOVS' possession.
Document Preparation — HOVS Work Cells
On almost every job HOVS receives, HOVS provides document preparation services. The document prep rules are
agreed on by the Account Manager and WELD COUNTY DA at the start of the job and defined in the conversion rules
document. Typical rules include staple and paperclip removal, unfold paper, repair torn paper, and identifying and
copying problem pages such as paper too thin or brittle to be run through a scanner. Part of the process often
includes document identification. This means the insertion of bar code separator sheets to identify new files or the
start of new documents. HOVS can also cull files, purging some existing documents and retaining the correct pages
for scanning.
HOVS preps and scans the paper in the same area, using a work cell based approach. Many companies employ a
process where paper is prepped in one area then delivered to the scan area. HOVS utilizes a single-line processing,
or work cell approach,where the paper is prepped and immediately handed to the scan operator. HOVS
implemented this strategy through a review of our internal process over two years ago. The process dramatically
improves quality in the conversion process, increases individual accountability, and reduces the need for rework. This
approach eliminates the typical process of prepping paper that will be scanned at some later time. Using the work cell
approach, the scan operator and the prep personnel are directly accountable to each other. This faster, more efficient
operation allows HOVS to pass that cost savings onto our customers while also increasing quality.
Document de-preparation can also be done by HOVS. This may include post-scanning file re-assembly or ordering
the documents a certain way back in each file or box. All document de-prep rules are defined in the conversion rules
document before the start of each job.
Pre-Preparation
Following receipt of the boxes and logging them into LOCSS, HOVS will perform the following tasks:
1) Remove folders from box.
HOV SERVICES Outsourcing Proposal 4/29/2011
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2) Remove encumbrances such as: ACCO fasteners, paper clips, and staples.
3) Each report will be identified and bar code separator sheets will be inserted into the appropriate sections.
4) All folded sheets will be unfolded and left flat in prepped file.
5) Documents determined to be too thin for proper capture will be photocopied onto 201b. bond paper to enable
capture.
6) Repair torn or damaged pages.
7) Tape torn leading edges.
Scanning
Upon completion of final Document pre-preparation and initial validation, HOVS will perform the following tasks:
1) Documents will be captured as a duplex page, and with blank-page detection and removal as part of the capture
process.
2) Begin the capture process.
3) Scan documents at 200 dpi B&W unless otherwise requested.
4) Scan documents in"Batch Format"as defined with the visual verification that all pages are being captured
properly.
5) Upon completion of scanned batch and prior to releasing batch, process through a Programmatic Quality Control
process to validate:
a) All key field data are composed of numeric values and of correct length.
b) Scan Date is present.
6) Once validation is completed, batch will be released for delivery.
7) Documents will be re-assembled and placed back in the file and in the box in the original order received.
Quality Control Processes
Scanning —Attended Mode QC
The scan operator is the first line of defense in the QC Process. HOVS scan operators are required to scan in
"Attended Mode"to assure that the best quality image is rendered. In Attended Scanning Mode, the operator visually
inspects images as they are captured, and the operator will interrupt scanning if any issues that compromise image
quality are detected such as double feeds,folded corners, light images, dark images etc. While Attended Mode
Scanning is slower than unattended scanning, it provides the first line of image quality control and avoids re-scanning
documents. The production scanners that will be used for this project have an Ultrasonic double feed detection that
alerts the scan operator if there are 2 pages together. This greatly reduces the double feed possibility.
Image Clean-up Processes
Image processing includes de-skew, de-speckle, black border removal and crop. HOVS utilizes state-of-the-art
production scanners and image processing technologies to render the best possible electronic document images
comparable to the quality of the original documents.
HOVS has developed quality assurance checks throughout the document conversion process. The quality control
standards involve precise scanner set-up and testing before the scanning process can begin for each job. Set-up
entails scanner adjustments to assure the accurate and complete capture of the documents.
Post Scan Automated QC
After batches are released from the scan station, a series of automated Quality Control (QC)steps are run against the
batch. These steps are unique to every project, and they will be established between HOVS and WELD COUNTY DA
prior to the start of the project. The quality control measures include several standard steps like corrupt image, large
image file size, etc.
Visual QC
After the automated QC has completed, a QC operator will perform visual QC of images and data prior to sending the
batch to"Release". The Post Scan inspection will be done for 10%of the images and data for this job. They are
looking for issues like image clarity and quality, skewed images, images that may be cut off. Any issue like these
would be cause for image rejection and re-scan. Images that need rotating will be rotated. In the case of WELD
COUNTY DA Job,the operator will also be verifying the report number matches of the documents, ensuring correct
indexing. If they do not, the images will be sent to an exception queue for re-indexing.
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Workflow Quality Control
HOVS scanning and indexing workflow is managed with scanning software. If discrepancies are found within a batch
in any step of the conversion process, then the entire batch is directed to the Quality Control Module. Images or
indexes that require re-work are re-processed to correct identified issues. After final acceptance by the Quality Control
Staff images are moved into the formatting process.
Post Release QC
Once images and data have been released from the Quality Control Module,they are zipped to a compressed, PGP
encrypted file. An automated process is run against the batch to ensure all images and data have been written to the
zip file and that none are corrupt.
Post Preparation
HOVS will prepare files, post scan and will perform the following tasks for each batch completed:
• Remove bar code pages and replace pages back in the original folders in the original order received
• Place case files into same storage box received
• Indicate Batch Numbers on outside end of box, for all batches contained in the box.
• Boxes will be delivered back to WELD COUNTY DA or shredded with the client's written authorization.
Security Safeguards
HOVS maintains a detailed HOVS Security Policy and Procedures manual (LSPP). Each facility within HOVS,
whether they are domestic or off-shore, must be compliant with the LSPP. The LSPP covers everything from physical
security, to hiring procedures, employee security training, network and data security, and disaster recovery. A full
copy of the LSPP can be furnished upon request.
HOVS has documented security policies and procedures that are compliant with HIPAA and GLB guidelines. HOVS
has monthly security audits at all of our facilities that address all aspects of security from physical building security to
networking security. Our production area is secure with keycard access and video cameras monitoring the production
floor and server room. We perform background checks on all employees, do random drug-testing program of all
employees, and perform security awareness training of all employees.
All HOVS facilities maintain a separate, secure server room that can only be accessed by certain individuals who
need to access the servers. The server room has Uninterrupted Power Supply(UPS)system and separate air
conditioning system to maintain a constant temperature. There is a separate log to monitor each time a person
accesses the server room.
Summary of Security Highlights
• Administrative Safeguards:
o Organizational regulatory compliance oversight program for HIPAA and GLB including designated
security and privacy officers.
o Enforced visitor policy and employee badges
o Employees trained on security awareness with periodic reminders distributed.
o Employees sign confidentiality agreements.
• Technical Safeguards:
o Data Backup tapes created on a regular basis and stored off-site in a secured location.
o Employees assigned Unique User ID and password. Group passwords are prohibited.
o Workstations automatically log off or a password protected screen saver is activated in the system has
not been active for over 20 minutes requiring the user to log back on.
o Passwords changed every 30-90 days.
o Confidential information can be encrypted if transmission over an open (unsecured)communication line is
required (i.e. Internet). HOVS typically uses PGP.
o Active Directory utility will allow us to standardize security settings on all operating system servers.
Security Settings my include the following:
o Password character length and makeup, password strength, expiration, usage history
o Prevent concurrent logon
o File System Real-time Production (which scans files that are accessed).
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o Norton Antivirus Corporate Edition Version 8.0 Definitions are automatically updated from central
management servers on a daily basis.
o Network Based Intrusion Detection Software(IDS)on all corporate firewalls.
o Firewalls restrict and limit access by allowing specific inbound and outbound TCP/IP services. For
example, HOVS restricts NetBIOS sessions from coming in to or out of the organization.
o Host Based Intrusion Detection Software(IDS)on all servers that process and store confidential non-
public financial or private health information. IDS software monitors and logs server intrusion activity and
alerts HOVS' Corporate Network Security Engineers of any suspicious activities or incidents that are
outside the configured allowable policies.
o Symantec Enterprise Security Manager which is a policy based Intrusion Prevention System that
automatically scans all HOVS servers to ensure that the following security measures are in place:
o Current patches have been applied to all servers and workstations as appropriate
o Nessus vulnerability scanning software, which scans servers on a monthly basis for known security
system configuration vulnerabilities.
• Physical Safeguards:
o Secured facilities for processing and storage of customer documents.
o Keyless entry systems.
o Emergency Action Plans in place and tested.
o On-site shredding services available to shred confidential information.
Company Overview
HOV SERVICES enables organizations to secure their decisions and their future by improving the efficiency,
effectiveness and productivity of businesses and business processes through outsourced services in industries that
are data and document-intensive where accuracy, privacy and security are top concerns.
HOV SERVICES is a leading provider of Business Process Outsourcing (BPO)solutions and integrated data and
document management services that focuses on driving operational excellence via business process improvement.
Our integrated solutions and services leverage HOV SERVICES extensive expertise in data management and
capture, online storage and retrieval, output processing and facilities management. Since our incorporation in 1985,
HOV SERVICES has grown significantly. We currently operate in five countries worldwide,with more than 7,500
employees located in more than 40 offices and production centers. On a monthly basis, our operations support over
5,000 active customers by:
• Capturing 3.6 billion characters of data.
• Managing over 2.5 billion documents on-line through the company's proprietary, storage and retrieval
solution, documentDNATM'.
• Capturing 75 million pages of information via scanning and microfilm.
• Printing and distributing more than 50 million documents.
• HOV SERVICES also resells, implements and supports the industry leading technology that we utilize in our
facilities including Hyland Software, Kodak and Bell+Howell production scanners, and Wicks and Wilson film
scanners.
HOV SERVICES Industry Focus
HOV SERVICES focus on operational excellence through business process improvement provides organizations in
industries that are data, document and resource intensive with significant real-time financial and operational benefits.
HOV SERVICES further refines its market position by concentrating on industries that have accuracy, privacy and
security as top concerns. HOV SERVICES solution offerings and services integrate state-of-the-art technology and
business process expertise to deliver significant identifiable cost savings to its customers.
HOV SERVICES Outsourcing Proposal 4/29/2011
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Exhibit B — Cost Proposal
Weld County DA
Proposed Pricing - Paper
Task Count per Rate Total
Scan at 200 dpi b/w, up to legal size, 10 % Image QC 105,000 Image $0.0392 $4,116.80
Document Preparation Basic-No document Identification 88 Hour $ 18.50 $1,618.75
Indexing (Manual-One pass)24 Characters per File 120,000 KS $ 0.009 $1,050.00
USB Drive (100-150 GB)and Image Creation Deliverables 105,000 Unit $0.0013 $ 131.25
Pickup or Delivery(One way) 2 Pickup $ 95.00 $ 190.00
Shredding 1,470 Pound $ 0.15 $ 220.50
One
Application Setup (Use previously program set ups) - Time $ - $ -
Estimated
Date: March 18, 2011 Total $ 7,327
(Blended
Rate) $ .0698
Pricing Assumptions
1. Estimated paper volume is 105,000 images
2.Scanning in 200 dpi b/w, page rotation
3. Document preparation consists of removal of staples,
fasteners, inserting of patch sheet separator(Break at
folder file level and sections: Left Side, Right Side and
Cover)
4.Average of 20 pages per folder
5. 24 KeyStrokes average per file folder
6.Weld County DA will import into their EMC AX Imaging
System
7. Projected timeline and Date TBD upon POC sign off
completion (ETA 10 Working Days)
8 Final Invoice will be based on actual deliverables receipt
9. Index of Defendant, Case ft and Date
9. Quote is valid for 30 days
HOV SERVICES Outsourcing Proposal 4/29/2011
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