Specifications include, but are not limited to: Total Cost Value Determination The vendor is to assign an individual cost for each service as requested. Total value will be determined by Metro Louisville representatives based on their determination of value of all contract services and costs after reviewing the prospective bid submissions. Management Reporting The contracted vendor shall be required, when requested, to submit monthly management reports to the Facilities Management business office (contract administrator) on the usage of all presort and bulk/permit mail services. All reports are to be in electronic form. Information shall include, but is not limited to, size and cost of each bulk/permit mailing per account code, an explanation of charges, a listing of any billing service issues. Additional reports may be required upon request. All such information shall be available within one week of request. Electronic Billing Billing will be based on a net-30 billing cycle. Contractor shall provide one (1) master bill for all departments to the Facilities Management business office and individual detailed billings for each department in electronic format. Customer Service/ Account Manager The vendor must provide a single point of contact to serve as the Account Manager for the contract. The name, telephone number, and email address of the Account Manager should be provided to the Contract Administrator at the time of contract award. Contractor must provide written notification of any change in the Account Manager. Response time to customer service inquiries should be no more than 24 hours. The Account Manager shall be responsible for coordination of services and the vendor’s administration of the contract. Account Manager should be able to provide up to date information. The Account Manager must respond to calls during normal business hours to assist with routine problems, including but not limited to, questions on service, billing or invoicing, or the contract in general. Vendor References, Proven Experience, and Special Services Vendors are required to provide references from three (3) major accounts to demonstrate proven experience and ability to service an account the size of Metro Louisville. Contract information for references must be listed, all references will be questioned regarding customer service, delivery time, billing, etc. Vendors offering any special services or capabilities must explain how they would enhance services to Metro Louisville.
