HomeMy WebLinkAbout2020-05-12 - AGENDA REPORTS - CONTR AMEND FOR LIBRARY HOLD LOCKERS (2)Agenda Item: 3
DATE: May 12, 2020
SUBJECT: CONTRACT AMENDMENT FOR LIBRARY HOLD LOCKERS
DEPARTMENT: Neighborhood Services
PRESENTER: Shannon Vonnegut
RECOMMENDED ACTION
City Council:
1. Amend the City's contract with D-Tech International USA to authorize an expenditure
authority increase in the amount of $47,425, bringing the total contract amount to $98,850,
for the purchase and installation of two self-service library hold locker systems.
2. Authorize the City Manager or designee to execute all documents, subject to City Attorney
approval.
BACKGROUND
In striving to meet the community's resource needs amid the COVID-19 pandemic, the Santa
Clarita Public Library (SCPL) is pursuing an outdoor, computer -operated locker solution that
provides the public with access to library materials without requiring physical entry to the
building. These systems have been installed in libraries throughout the country as a method to
create more convenience, attract new users, and most recently protect the community from the
spread of COVID-19 and other communicable diseases.
The City conducted a Request for Proposal (RFP) to solicit proposals from qualified companies
to manufacture, deliver, and install 60-70 bin locker systems at both the Valencia Library and the
Jo Anne Darcy Canyon Country Library. Staff is unable to install this system at the Old Town
Newhall Library at this time due to a lack of existing overhead protection. The RFP specified
that the locker systems be both portable and expandable so that SCPL has the flexibility to move
them to a different location or add onto the base system if there is a need to do so in the future.
The RFP was posted to BidNet on April 13, 2020. Ten companies downloaded the RFP, and
three proposals were received. A panel of three City staff members reviewed the proposals and
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scored them as follows.
Rank
Company
Weighted
Score
Location
1
D-Tech International USA
16.2
Rio Grande, New Jersey
2
International Library Services, Inc.
10.1
Potomac, Maryland
3
Bibliotheca LLC
19:.9
Norcross, Georgia
The scoring system was based on the following criteria: equipment specifications and ability to
provide services to meet objectives and standards, experience on similar projects, expedient
delivery and installation, and cost of materials and services provided.
D-Tech International USA (D-Tech) specifically tailored their proposal to fit the unique needs of
SCPL. Their locker systems are highly customizable, manufactured in the USA, and specifically
designed for outdoor use. D-Tech has been installing external systems since 2013 and has proven
the system's ability to withstand extreme temperatures. D-Tech's locker systems also have a
sleek look and provide SCPL with maximum flexibility should in the future there be a desire to
move locations or increase the amount of locker spaces available. In addition, D-Tech provides a
robust training program for staff and reliable service support.
For these reasons, staff executed a contract with D-Tech in the amount of $47,425 for the
purchase and installation of a single locker system, containing a central unit with touch screen,
patron card barcode reader, and receipt printer in addition to 69 individual locker spaces.
In order to better serve the community and expand the offering to an additional location, staff is
recommending the purchase of a second locker system from D-Tech, mirroring the first with a
total capacity to fulfill 69 hold requests at a time.
ALTERNATIVE ACTION
Other action as determined by the City Council.
FISCAL IMPACT
No impact to the General Fund. The current budget appropriation from Library Fund 309
adequately covers the recommended action.
ATTACHMENTS
D-Tech International USA's Proposal
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PROPOSAL # NS-19-20-20 Smart Locker Solution for Santa ClarLta Public
Library City of Santa Clac to
Library materials vending machine RFP 19-0173
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Table of contents
Cover letter
Page 3
Understanding Santa Clarita Public Library system requirements:
Page S
1.1.1 Introduction
Page 6
1.1.3. Scope of Work/Equipment Specifications ILS connection
Page 8
HoldITTI Product overview
Page 8
Flexibility
Page 11
PATRON OPERATION
Page 13
Staff operation
Page 24
development team
Page 19
1.1.4 Schedule Communication
Page 21
1.2 cost file
Page 23
Project Support & Maintenance
Page 24
Guarantees & Warranties
Page 27
Training
Page 28
Health and safety
Page 29
What makes D-Tech unique to partner with?
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D-Tech International
251 Ranger Road, Unit 1
Rio Grande
NJ 08242
April 20 2020
Danielle Marquez
CITY HALL,
23920 Valencia Blvd.,
Santa Clarita,
CA 91355,
Re: Smart Locker Solution for Santa Clarita Public Library PROPOSAL # NS-19-20-20
Dear Danielle,
Thank you for inviting us to participate in your request for proposal for The Smart Locker Solution for Santa
Clarita Public Library D-Tech International is excited to provide you with information on the secure, state-
of-the-art reservations kiosks.
D-Tech's proposed self-service solutions will meet the current needs and can continue accommodate,
Santa Clarita Public Library faculty and staff well into the future. Our company's 20-year history of supplying
turn -key custom tech solutions for public Libraries makes us the perfect partner for achieving your goal.
We can supply you with secure, self -serve Library Book Locker Vending System, proudly manufactured in
the USA and are the only vendor that offers lifetime support for its equipment.
D-Tech is well -suited to assist Santa Clarita Public Library with its plans to provide patrons with the ability
to collect holds reservations without the need for staff. Our company develops and manufactures its own
products and, as a result, can address the individual requests of every client. We do not sell one -size -fits -
all equipment. Instead, we modify our designs to fit every customer's unique needs.
D-Tech understands Santa Clarita Public Library is a vital resource for its patrons, as part of keeping the
library spaces welcoming, accessible and comfortable. With its three library locations the Smart Locker
Solution system would extend accessibility and service to its patrons.
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Our commitment to customer satisfaction ensures your diverse community of patrons, guests, faculty and
staff receives the best products and services in the industry. Just a few of the many benefits of choosing
our team include:
0 Practicality. We offer competitively -priced, highly -productive, stylish equipment that is
exceptionally manageable for staff and easy to use for patrons.
N
'� Flexibility. Our multi -bay modular locker systems can be tailored to meet your individual needs,
V•� whether it's the number of bays needed or options regarding, colors and compatibility.
#') Certainty. A dedicated, forward -thinking in-house development team is always available to address
JM your needs and work with you to find effective, functional results. Additionally, D-Tech is honoured
to support other libraries wanting to extend their service to patrons with D-Tech products, such
as Jefferson public Library, please see our references for more information on our remarkable partnerships.
We look forward to cultivating the same relationship with Santa Clarita Public Library and for Office of
Information Technology for all its current and future self-service needs. If you have any questions after
reviewing our recommendations, please contact me at 609-435-5846 or trill .r per d-
. echunterna i na l.com.
Thank you for the opportunity to collaborate and for considering D-Tech for your upcoming initiative.
Best regards,
Trilly Roper
D-Tech international
Head of Customer service
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W9164MEMO
Understanding Santa Clarita Public Library system requirements:
D-Tech understands that the Santa Clarita Public Library are not all able to visit a physical building location
and that Santa Clarita Public Library are looking for solutions to reach out and expand their library service
24/7 providing convenient access to their patrons who find visiting the library difficult either due to logistics
or opening hours, providing a service while protecting the community from the spread of communicable
diseases. Contributing to select, preserve, and make accessible information, and ideas together to educate,
inspire, and enrich the quality of life to Santa Clarita Public Library diverse community. Santa Clarita Public
Library has committed to develop a Library System that is sized adequately to serve a growing population,
and that is accessible to the all citizens of Santa Clarita Public Library regardless of age, ability, location, or
socio-economic status.
It is understood that the preferred solution is two kiosks that can provide 60-70 hold requests at a time.
Have smart capabilities to allow for customers to operate independently.
Have smart capabilities to allow for staff to remotely monitor usage.
Be compatible with Polaris 6.4 using SIP2.
Can expand or remove the number of units without the need to purchase additional licenses.
Be portable with the ability to move to a different location if desired.
Be able to withstand outdoor temperatures.
Each system must fit within a 3' x 20' footprint.
Must be accessible to individuals
with disabilities, per the Americans
with Disabilities Act (ADA)
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1.1.1. Introduction
Our company's central operations have supplied libraries with cutting -edge inventory management, self-
service kiosks and security equipment for nearly 20 years.
D-Tech's United States headquarters is situated Cape May County, New Jersey.
The company began selling its distinctive vending and lending equipment to U.S. and Canadian libraries
expanded to include North American manufacturing at its plant on the Cape May Airport grounds in 2011,
2020 D-Tech will be expanding again into its purpose built research and manufacturing facility, still situated
on the Cape May Airport grounds New Jersey.
Our Products:
D-Tech builds and designs its own award -winning self-service equipment and offers a full range of products
in the library market, including the latest technology for library statistics. Forward -thinking and practical,
the company furnishes its clientele with competitively -priced, highly -productive and stylish library
equipment.
D-Tech's one -of -a -kind, signature brands bring fully functional, turn -key solutions to today's libraries,
whether they be academic or public, modern or historical. They unburden staff and expediate everyday
transactions, such as borrowing and returning books or other items.
The automated self-service kiosks IendITTm and holdlTTm extend a library's normal working hours by
dispensing items to patrons anywhere within the immediate service area, giving library's extended services
24 hours a day, 365 days a year as well as supplying the much -needed space within branches.
Our Pledge:
D-Tech built its company structure around customer satisfaction, following a motto of "customer focused,
customer first." Because it develops and manufactures its own products, the company supports them
entirely for their lifetime and gives clients access to a dedicated in-house development team who strive to
provide new technology and functionality in today's rapidly -changing library environment.
D-Tech also helps its customers enhance the library experience for both patrons and staff. The company
does not sell one -size -fits -all library equipment. Instead, it modifies and changes its designs to fit every
unique library scenario.
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1.1.3. Scope of Work/Equipment Specifications
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Innovative users looking to integrate their management systems with the newest self-service products can
count on D-Tech International to work seamlessly with their library's existing technology.
Every product crafted by D-Tech communicates effortlessly with the solutions offered by Innovative. The
companies are well -established collaborators and share a similar philosophy on servicing the staff and
patrons of today's digitally enhanced libraries.
D-Tech's wide range of user-friendly self -checkout systems connect to a library's ILS via SIP2 or APIs. All
rules and parameters set by the ILS are obeyed by the system, including any future SIP2 or API commands
the library may use. The same holds true for other products in the company's line, such as its lending,
vending, returns, and security equipment.
D-Tech is SIP2 compliant and fluent in all SIP2 commands. It has also integrated its technologies with
Innovative products using APIs, including a highly successful implementation of the Sierra Item Status API
at Massachusetts -based Robbins Library. Together, the companies provided an added convenience for
patrons and created a better experience for all users, which is essential for continued library success.
Additionally, D-Tech diligently oversees all communication between its product and a library's ILS,
guaranteeing fluid interaction 100 percent.
D-Tech's support team has more than three decades of industry experience and extensive knowledge of
SIP2 and APIs. The company's developers are directly on hand in case any modifications are needed and,
like Innovative, understand the unique demands facing present-day librarians.
D-Tech is also on the technical panel for development and implementation of new Library Communication
Framework (LCF). This exciting advanced protocol will enable the enhancements needed to bring self-
service and other library terminal applications into the immediate future and beyond.
Combining the technologies of D-Tech and Innovative creates an ideal user experience, which in turn allows
libraries to provide outstanding customer service. Working towards the same customer -focused goals, D-
Tech can assist today's librarians with providing patrons the best library experience they've ever had.
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HoldITTM Product overview
As with all our self-service products, the holdl7m features a large 19-inch touchscreen, positioned within
convenient reach and compliant with ADA requirements. The product is designed as a modern, unique and
stylish holds/pickup self-service unit, which makes it stand out in your library and attract users. The small
footprint allows it to be placed almost anywhere in your library and in areas that cannot accommodate
other devices. Designed to be easy to use and secure, the holdlTTM comes in a variety of options from nine
lockers up to 200 on each main screen. There are two variations of holdlTTM units, indoor and outdoor.
Product Features:
• Full integration with Library Management Systems (ILS) using Standard
Interchange Protocol (SI P2)
• Fully automatic self -opening doors
• Mifare, biometric, barcode and magnetic stripe user ID access
• 19-inch clear, simple touch screen monitor interface
• Printed or e-mail receipt for all holds/pick-ups
• Large capacity lockers with the ability to hold multiple items
• Viewable (onscreen) library account and printable receipts for patrons
• Material is checked -out when patron opens the locker
• Locker grouping option
• Remote loading of data from staff desk
• Automatic allocation of locker and quick load with transit barcode entry
• RFID returns (option)
• 4 Optional door/locker sizes (single, double, triple, quadruple)
• Manufactured in the USA
Each holdlTTM unit is configured in sections.
The main section is the user screen kiosk. This
kiosk allows the system to communicate with
the users and the ILS. Housed in this section
is the 19-inch touch screen, printer, scanner
(or other user identification readers) and the
computer. This section also has nine usable
lockers. (single size door option provided)
The lockers -only section has 15 lockers (single
size door option provided) All 15 of the
lockers can be used for holds. This section
must be connected to the main section (kiosk
with touch screen) to function.
The returns bin section contains the bin and
eight usable lockers for holds (single size door
option provided)
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Each unit is approximately 75" tall x 22" wide x 18" deep
The holdITT" is a modular kiosk, so the screen can be purchased with any combination of lockers.
Additional lockers can also be added at a later date.
The kiosk comes in powder standard white color, the kiosk can also be wrapped.
RAL Color choice is also available with the holdIT to view
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Additional locker size availability
When purchasing holdITT11 our customers have the option of 4 different door sizes
single size door option
Double size door option
Triple size door option
Quadruple size door option, please see sizing below, this allows for larger items other than books to be
placed within the lockers to be available for patron to pick up 24/7 each door also has the option to have a
window.
Each unit Depth (footplate is the deepest part) 470mm (18.5")
Width 520mm (25.511)
Height 1895mm (74.611)
single size door option
Each locker Depth 410rY
Width (this does not inc
Height 100mm (3.911)
Double size door option
Each locker Depth 410rr
Width (this does not inc
Height 225mm (8.8511)
Triple size door option
Each locker Depth 410rY
Width (this does not inc
Height 345mm (13.51
1)
Quadruple size door opt,�1
Each locker Depth 410mm (16.1")
Width (this does not include the lock) 430mm (16.9)1)
Height 725mm (28.511)
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Flexibility
The holdITT" has been designed with flexibility in mind, many of our customers purchase the kiosk and
either extend their existing kiosk due to the demand of patrons, or add different size lockers due to the
ever changing demands of your patrons check out materials, from the traditional books the library of things
we simply add the additional units onto the existing kiosk, The main screen unit has the ability to hold up
to 200 locker pick up spaces The kiosk can also be moved to a different location if required, We recently
provided a 92 locker holdlTTm solution to a customer who required to provide a service to patrons while the
library was closed for renovation, and then once the renovation had finished, they wanted to move the
kiosk to a more permeant home, their 92 lockers were so popular that patrons were waiting for locker
spaces to be available, so they purchased another main screen and are splitting the original kiosk into two
separate kiosks.
Designed for outside use
Unlike other holds kiosks on the market, holdlTTm has been designed for
outdoor use. Most other solutions have been designed for indoor use,
then modified or sold as outdoor kiosks. Our solution is proven with
external installations going back to 2013, in fact most of the installations
we have implemented are external kiosks. The holdlTTM is manufactured
from steel with a special power coated finish to protect the kiosk from the
elements.
Sealing around the doors, Waterproof touchscreens and steel construction
with stainless steel locks allows continual use in any environment. Together
with cooling and heating, holdlTTI is the only truly external kiosk available.
The main mission of libraries is to offer equality of access to information for every citizen, this can be
achieved through holdlTTM kiosks, which are ADA compliant ensuring ease of use for all ages and abilities.
As with all D-Tech kiosks all usable parts are situated 15 inches from the ground and no higher than 48
inches, software provides maximum contrast between background and content, allowing visually impaired
users maximum legibility.
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CONNECTION
There are two parts to the holdITT", the kiosk itself (holdIT11) and the software that sits on the staff
station (client) in the library location. The kiosk needs to connect to the client software. The client needs
to "tall<" to the holdIT11 via MYSQL. We use a database name to connect.
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PATRON OPERATION
Patrons follow a series of onscreen guides. First, the patron
selects Borrow. Then scan their library card, or manually input
their card number using the touch screen keypad.
(NOTE: If the kiosk has the magnetic swipe option, they'll be
asked to swipe their cord.)
Once the library card has been inputted, a list of items
securely stored in the locker is displayed. Press Accept to
proceed or Cancel to exit.
After the patron selects Accept, the items are "checked out."
The list turns green, and the door pops open.
The patron can then take the items out of the locker. (The
locker will then be available to load again.)
Lastly, the patron selects Finish to complete the transaction. If Finish is not pressed, the transaction will
still complete and the screen will timeout.
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If items cannot be picked up due to ILS polices (e.g.
the patron has too many items already out on
loan), then all items in the locker will be denied
check out and the door will not open. The
highlighted items will be shown in red, and the
transaction will be canceled.
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Staff manger locker allocation (client)
To allocate a locker to a patron:
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1. Select an available empty locker from the Locker Number Selection drop down menu.
2. Enter the patron's library card number in the User ID field and press enter. The library card
holder's name will be displayed underneath.
3. Enter the items' barcodes in the Item Barcode field and press enter. The titles will appear in
the Item Titles list. Once you have entered all the items, press the Save Locker button. This will
save the patron info and item barcodes to the locker selected.
4. The Message Box will display "Locker Database Updated." This will remove that locker from
the availability. You will then need to press Print Barcode, and the printer will print a small
receipt with the barcode and item titles.
5. Keep the receipt. It will be used to open the locker door when you go to load the items into
the holdlTT""
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1. Select an available empty locker from the Locker Number Selection drop down menu.
2. Enter the patron's library card number in the User ID field and press enter. The library card
holder's name will be displayed underneath.
3. Enter the items' barcodes in the Item Barcode field and press enter. The titles will appear in
the Item Titles list. Once you have entered all the items, press the Save Locker button. This will
save the patron info and item barcodes to the locker selected.
4. The Message Box will display "Locker Database Updated." This will remove that locker from
the availability. You will then need to press Print Barcode, and the printer will print a small
receipt with the barcode and item titles.
5. Keep the receipt. It will be used to open the locker door when you go to load the items into
the holdlTT""
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Loading at the kiosk
On the main screen, select Borrow and
scan the supplied admin card.
You will see the following screen (left).
You do not need to do anything with this
screen. Just scan the printed receipt
containing the barcode and item titles
for a patron, and the selected door will
pop open.
Place the items inside and shut the
door. That's it.
Do the same with other users' items
until you have finished. Once finished.
press Cancel to return to the main
screen.
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Removing expired holds
If a patron has not picked up items and
the deadline for retrival has passed, use
the Administration screen to open the
locker and remove the expired items.
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Using the client application, select DB
Manager from staff main screen. Enter
the patron's library card number and
press Delete.
Items can also be removed from the Data
base at the kiosk as well this will also
delete the items from the client data
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Marvin Crisp, development team
Trilly Roper,
Marvin has been immersed in the self-service industry for 35 years, working
specifically with the library market to ease its transition into the information age.
He is a leader in self-service technology and has devoted his entire career to
helping libraries flourish through the digital revolution. In 2001, he established D-
Tech International to transform libraries into technologically -advanced
centerpieces of their communities, while preserving their time-honored integrity
and user -friendliness. Marvin has more than three decades of experience in
electrical mechanics and continues to work hands-on within his company; building
his own products, personally training each member of his staff, and making
himself available to every customer.
With a passion for customer service, Trilly relocated permanently to D-Tech's
United States office in order to implement the same customer care ethics used at
the U.K. headquarters. She has over 30 years of experience in client relations and
a wealth of project management knowledge behind her. Trilly is known for her
patience, attentiveness and ability to communicate with each of the company's
clients on a one-on-one basis. Combined with her extensive knowledge of D-Tech's
products, her distinctive approach brings a personalized touch to every project.
Sean Novosad, technician
Sean was handpicked for his role at D-Tech, bringing with him more than 19 years
of expertise deploying a variety of technical solutions across the United States and
Canada. He has extensive knowledge of SQL, MySQL, Wireshark, the Microsoft
Office suite, and OS X and Linux operating systems. He is also skilled at using
VMware and Citrix Systems cloud computing and virtualization, and Gantt charts for
project management and scheduling. Sean is responsible for ensuring all D-Tech
customers receive the best technical support.
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Joe McKenna Head of manufacturing New Jersey
Joe is the newest member of the D-Tech team, but has 30+ years out in the field visiting customers and
troubleshooting problems, heading our manufacturing department in our New Jersey Head office ensuring
every piece of equipment meets the D-Techs customers specifications and fully tested, to meet our
customers timelines.
James Roe, Head of Technical Support
James is a veteran D-Tech employee. He's worked at the company more than 13 years and managed the
support team for most of that time. James takes pride in the support department's ability to tackle issues
when they arise and keep customers happy through ongoing methods of open communication and
immediate responsiveness.
Paul Crisp, Software Developer
Paul has more than a decade of experience writing and developing software exclusively for D-Tech and
focuses extensively on programs that fulfil customers' requests to add functionality to their systems.
Vince Johnson, Software Developer
Vince is experienced in the development C#, WFP and NET and has worked with D-Tech for over three
years.
Peter Colman, Technical Engineer
Peter joined D-Tech nine years ago and specializes in the customer ticketing system. He works frequently
with customers to aid them in updating their equipment and can often talk them through most issues they
experience.
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1.1.4 Schedule Communication
It is essential for any project to have a tangible outcome to secure fluid lines of communication, between
the library and D-Tech, a critical path is agreed, your project manager ensures all outstanding questions are
proactively dealt with, timelines, objectives, and limitations will be deliberated, and objectives and goals
are set.
Site Visit
If required, D-Tech fully trained technician and project manager, will walk through the library location, our
technician will be on hand to advise on any technical issues, along with ensuring the equipment
requirements are in place or advise on placement. SIP2 connection will be established to ensure a seamless
efficient transition to your new equipment and no gap in your customer service.
Purchase order
A full review of the product mix will be reviewed and quantities will be ordered, colour choice and
configuration will be discussed and agreed, your project manager will advise so budgets can be achieved
and the order completed on schedule.
Installation
Our fully trained D-Tech technicians will be onsite at Canyon Country (18601 Soledad Canyon Road) and
Valencia (23743 West Valencia Blvd) branch locations for the install of your new equipment, D-Tech
manufactures its own equipment and holds all replacement parts in its New Jersey headquarters. All
equipment is delivered ready to use.
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,CUSTOMER FOCUS,ED.
Ctisto,tyier first.,
Phase
Approximate Action
lead time
Order p1m,Xd with D-- Te(,,,,'h
Purchassce w to D-Tech indicating the
unit quantities and color
Layout irift)rmationjbi-m
On receipt of
offor„ t ion ofthe build qj'the kiosk to be
purchase order
supplied by library
Wrapspec sheet
On receipt qf
D-Tech will supply the wrap spec sheet if
purc,hase order
required with your order"
Co n I r .f"mation (., order-
D - Tech will co nfir-m th e o rder a n d th e Iqy o u t
has been received
Leod tirries
As soon as layout
On cor?firmation of" quantities, and color, of
ffirm is r-eceived at
units required a lead time will be provided
D-J"ech
standard delivery is 4 weeks, firom date of'
receipt qf-'Iayoijt ffirm please note we do
carry stock white in our IV] m an tifilctij ring
Pcility, so lead times may range fi-om 2-
weeks.
Ho/d/7" check List
As soon as order
The HoldIT install check list is sent -I to the
received at D,--7'e(,-h
library
Sir) 2 testing
ArraRged three
Our technical department will arrange fior
weeks prior to
SIP2, ft-,�sting to be carried out prior to your
your kiosk arriviRy
order- arriving this takes between .15 and 30
nz in u tes
Clie n t so,
fitware
.1 week prior to
I . -e
Our technical department will requir
receiving your
ac(."ess via T'earnViewer to the, PC to down
Or'der,
load the, clh�,)Int s(.-)ftware
Delivery iqfbr-mation c(.mtact
3 weeks beftwe
Library coordinator, to fi/I in delivery
sheet provided to library
order due to arrive
ffift-wrnation sheet with contact details, the
create sizing and weights are indicated on
this documentation
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A GO TO training session is arranged, this is
library ji,�)r a
a live link t,(, our training department, wh(,.,)re
convenient date
s taf I'can view the, kiosk and ask questions
and tim(:?
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Arrarkqed mfith library.for a convenient date,
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The library will receive confirm(ItJon oftheir
library fi.,)r a
installer and their arrival time
convenient d a t (?y
and time
Training
Once kiosk is
Onsite trRq is carried out with A(MT
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1.2 cost file (Revised on 27 April 2 02 0)
...................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
Item No
Description
...................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
D-
HoldITT"" secure main unit with a 19' touch screen,
THOLDITM20-
patron card barcode reader and receipt printer, 9
external
Lockers included reader (stock white finish)
...................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
D-
THOLDITM40-
15 bay locker unit. (stock white finish)
external
Discount
Multi purchase on D-THOLDITM40
D-
HoldIT TM Locker finishing side panels (stock white
THOLDITM60E
finish)
...................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
Services
RAL Colour choice htt s: d-
Colour
techinternationa1.com/us/products/vending/
Selector
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SERVICES Installation and training of all hardware and software 2
to be carried out by qualified D-Tech engineers
...............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
discount
Both kiosks to be shipped and installed at the same
time
Item No Description of License, support and hardware
maintenance after the first 12 months
............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
D-Tech Services License, Support and Maintenance
(Applicable following your 12-month warranty). A
complete package to cover equipment listed above;
includes license fees with software support over the Year 2
phone and via remote access through TeamViewer
as well as on site help at the discretion of D-Tech
when required. Includes all updates and upgrades Year 3
relevant to the application used. If the hardware
Services will breakdown (accidental or deliberate damage
precluded) D-Tech will replace it or repair in proper Year 4
running order within scope of the SLA. Current
specified daytime 08:30 —17:30 hours can be
covered Main screen unit +4 x15 locker unit) Year 5
Unit Total Price Total
$10,995.00 $21,990.00
$8,495.00 $67,960.00
-$693.75-$5,550.00
$250.00 $1,000.00
$750.00 $750.00
$2,400.00 $4,800.00
-$900.00 $3,900.00
Unit Total Price Total
$6,500.00
$6,500.00
$6,500.00
$6,500.00
This proposal is a firm offer fora 120-day period, the proposed work will be performed and
will not exceed $94,850.00
Total cost of two (2) kiosk with 69 pickup spaces including first year maintenance and support
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Project Support & Maintenance
D-Tech provides support for its products via phone and email. Website ticketing
system, email and telephone support is available year-round, 24 hours a day, seven
�days a week. To register .h.:t „ s: dtechinLernaCiona .freshdesk.com su oa si nu
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When necessary, on -site service is always attended by a certified -Tech technician, replacement parts are
held by our technicians, and a full inventory of replacement parts are held in our New Jersey head office.
Phone and email support are provided directly through D-Tech's customer service group.
Should a software issue be identified, D-Tech will address it using a remote connection to the application.
Should a hardware issue be identified, the component(s) can be fixed or replaced with limited effort and
technical expertise.
D-Tech will initiate a responding contact with the library within two business hours from receipt of the
report, either by phone or email.
If, during the responding contact, the malfunctioning equipment is determined to be a "warehouse
maintenance repair" component, return or replacement arrangements can be made during
communication. If the malfunctioning equipment is determined to be an "on -site repair" component, D-
Tech will contact the library again within one business day to arrange a technician's site visit.
D-Tech is committed to the following objectives:
• To log all incoming/outgoing calls, emails, offline updates into the call tracking support system.
• To provide all customers with a unique problem reference code for the logged problem.
• To deal with all customers in a courteous and professional manner.
• To respond to all logged calls (via phone or email) within one hour during the workday.
• To prioritize all logged "Severity Level 1" problems.
• To ensure that all customers with a "Severity Level 1" logged problem are contacted on a regular
basis within a timeframe agreeable with the customer. (This may be done via phone or email.)
• To resolve all "Severity Level 1" logged problems as soon as possible. This may result in a "patch -
and -release" strategy. A customer may be offered a quick fix that has been tested but not subjected
to -a full beta testing. This resolution has a potential risk attached to it. Customers will be made
aware of this, and it will be their decision if they wish to proceed with the fix immediately or wait
for the enhancement to be part of an upgraded release procedure.
• To ensure that the customer's consent to closing problems is gained before closure.
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Tasks
1. Submission: A customer submits an issue via the D-Tech website ticketing system, email or phone. If no
support staff assumes responsibility within 10 minutes, the issue is escalated to support management. This
ensures all calls are answered promptly and in an acceptable time frame.
2. Review: D-Tech support staff is notified when a new issue is submitted. After researching the issue and
reviewing the customer's profile, a representative respond to the customer via the ticketing system, phone
or by email.
3. Updates and Responses: Any updates or responses to the issue, provided by either the customer or the
representative, are captured in D-Tech's support system. Copies of such information are also sent to the
customer.
4. Resolution: An issue is closed only after it is resolved to the satisfaction of the customer.
Escalation procedures are automatic. If an issue needs to be reassigned in order to provide the correct level
of expertise or escalated to a senior representative, the receiving technician can instantly reassign it This
ensures that the customer always has the most appropriate person working on their issue.
D-Tech's support and maintenance programs include service level agreements (SLAs) that cover help desk
responses, resolution structure, field engineering parts and labor, and free soft -ware upgrades.
Case Management
Customers can report faults with the help desk. The help desk can remedy 85
to 90% of faults with library staff through the ticketing system or hone
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D-Tech may request -a secure access to administer remote support. A remote connection to the library's
self-service system may be established, for example, using a VNC connection. This allows trained D-Tech
support staff to view diagnostic logs and carry out fixes. This also relieves library staff of the burden of
addressing faults themselves.
When a fault is received, the help desk opens a case on the case -tracking system. The customer is provided
a case -tracking number -automatically via email and by phone during a follow-up call. The help desk staff
member who logs the case will continue to manage the it while it's open. Cases are continually reviewed
throughout the workday to ensure correct and efficient allocation, whether they're escalated to on -site
engineering, software, hardware or research and development. Utilizing this system allows D-Tech to
guarantee all cases are prioritized and addressed according to the SLA.
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D-Tech responds to all calls logged via phone, email or the ticketing system within one hour during regular
workdays. D-Tech defines responses as making a technician available to fully diagnose the issue.
D-Tech field engineers to service cases with all necessary swap -out parts to ensure immediate fault
resolution. Equipment downtime is minimized because of the ease of component swap out and expertise
of our engineers. D-Tech specifically designs its products with ease of servicing in mind.
D-Tech follows a fault instance/fault resolution concept. Each instance will be dealt with according to the
issue and agreed upon SLA. Furthermore, each instance will be evaluated against similar faults with the
same customer and other customers to see if it's symptomatic of a wider fault. If so, the fault will be
addressed accordingly, pursuant to the existing SLA and with customer expectations in mind.
Fault resolution may require escalation to software or hardware field engineers. Software engineers can
track these issues using their defect management system, ensuring all faults are recorded, addressed and
correctly deployed in the field. Hardware engineers use the case management system to manage their
tasks. Likewise, help desk staff will compose and retain an overview of the case, ensuring responsibility
throughout.
Help desk staff have access to all open faults, which are regularly checked for performance issues and
workload management. Your account manager will liaise with our customer care team, ensuring that all
departments involved are acting to resolve issues in a timely manner.
In the event the library needs to escalate a critical issue, the following communication route will be
followed: Your account manager will liaise directly with Marvin Crisp, owner and president of D-Tech
International, for all critically -defined customer care issues, ensuring all departments involved are acting to
resolve issues in a timely manner.
Log issue via ticketing system, email or phone. Logged issue receives response within one hour during
regular workdays.
D-Tech opens case and provides tracking number. Number is used throughout duration of case to track
progress.
Help desk staff process issue by evaluating problems. Evaluation may be done remotely, by phone or via
ticketing system.
Issue is referred to appropriate department, if not fixable remotely. Engineer attends site next day.
Case is closed once fault is rectified or solution is provided to temporarily resolve matter.
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Guarantees & Warranties
D-Tech has built its company structure around its customers, our motto is customer focus customer first.
Unlike other vendors D-Tech develop and manufacture its own products, because we design and
manufacture our own Award -winning products, we are able to support the products for their lifetime, we
are also the only company in the Library market that can provide the full range of products. D-Tech is a
forward -looking company that manufacture Practical, productive yet stylish library equipment, because
we have our own inhouse development team, we are always looking into developing new and exciting
technologies for the library environment, this gives us the flexibility to listen and work with our clients
providing them with the latest technology available, but with the functionality they are looking for.
D-Tech are a flexible company that works with their customers to supply library equipment that enhances
the patron's library experience. D-Tech does not sell a one size fits all library equipment, D-Tech are
customer focused, we can modify and change our designs to fit every unique specific library environment.
All D-Tech products come with a twelve month warrenty, D-Tech custers have the option of after the first
twelve months of extending their warrenty, A full inventory of parts are held in the D-Tech head office
located at:
251 Ranger Road
Unit 1
Rio Grande
NJ 08242
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Training
D-Tech understands that the library has staff at varying levels to train.
D-Tech provides training for the initial implementation as part of the project with no cost to Santa Clarita
Public Library Once training is completed, each staff member is provided with a training confirmation form,
which can be used to measure the success of training sessions, and to confirm their understanding of the
training given. Online training sessions are available prior to the kiosk arriving, Staff will be provided with
an overall of what the kiosk does, and how to use and help patrons to use the kiosk. On -site installation and
training will also take place once D-Tech has delivered and installed the hardware and software. D-Tech will
provide the library with customised staff and technical training, as scheduled in consultation with library
staff. The training is broken down according to audience, related to their library function.
D-Tech appreciates the importance of a successful deployment and implementation of the kiosk as part of
the library service strategy. We aim to deliver a comprehensive training program to optimize the refocus
of staff to customer service roles. The training and consultative approach taken by D-Tech confirms the
capability of the proposed system, regarding requirements, enabling staff to benefit from the wide range
of features and performance capacity. We provide thorough training for each level and aspect of the
solution by adopting a flexible approach in providing staff training plans. D-Tech is completely responsive
to the requirement and level of availability of library staff. Training plans and documentation are developed
in detail with the customer project team. These are specific to resource structures and are flexible to
achieve maximum success, understanding and acceptance of this new way of working. The level of training
will usually vary depending on the role of the staff member. It is important to note that the D-Tech system
has been designed to be intuitive in all aspects of the operation. Training is provided after installation, at a
time to meet library staff availability. Training is typically delivered on -site to groups of 10 people for first
level, groups of 6 for second level and groups of 3 for third level and sessions will last between 30 minutes
to 2 hours depending on the level of training and staff abilities.
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Health and safety
D-Tech design safety into all products, being the manufacturer, we have processes in place for production
quality assurance. These processes are controlled by our commitment to ISO9001, we are also a certified
CHAS member. All equipment has CE and is FCC approval which entails equipment health and safety.
D-Tech will work closely with the Library, to ensure all Health and Safety issue are eliminated before the
installation is implemented. Risk assessments and method statements would be issued and a full survey
would be carried out, following the survey a full report will be issued to the Library.
D-Tech engineers will carry out a systematic general examination of the effect of their undertaking, their
work activities and the condition of the premises. This will enable them to identify the measures they need
to take to comply with health and safety law. If we find the area to be unsafe then we will instruct the client
(customer) to make the area safe or we will leave site. D-Tech will take measures when working to
ensure all health and safety laws are being followed. An Inspection workplace form maybe completed for
you to sign.
The engineers will advise if an area should be closed from use by students, staff or public and the Client
(customer) must take action as given by the engineers.
All equipment is ADA compliant.
Book a demo
D-Tech International is pleased to offer free live virtual demonstrations of its entire product line. This
exciting interactive feature gives you and your staff an opportunity to see how our equipment works and
ask questions about it in real time. Live demos are no cost, no obligation and can be done virtually anywhere
and at any time that's convenient for you.
One hour is allocated for every demo. You determine the number of attendees. Invite your entire staff or
schedule subsequent demos to introduce our technology to everyone that will use it.
If you've ever returned from a trodeshow and told a colleague, "I wish you could've seen what I was looking
it," virtual live demos are for you.
Book a demo today and see first-hand what it's like for your patrons to interact with D-Tech's state-of-
the-art machines, including our affordable, multifunctional self -checkout kiosks and revolutionary vending
and lending devices, which securely dispense books, laptops, CDs and DVDs.
29
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What makes D-Tech unique to partner with?
D-Tech has built its company structure around its customers, our motto is customer focus customer first.
Unlike other vendors D-Tech develop and manufacture its own products, because we design and
manufacture our own Award -winning products, we are able to support the products for their lifetime, we
are also the only company in the Library market that can provide the full range of products. D-Tech is a
forward -looking company that manufacture Practical, productive yet stylish library equipment, because
we have our own inhouse development team, we are always looking into developing new and exciting
technologies for the library environment, this gives us the flexibility to listen and work with our clients
providing them with the latest technology available, but with the functionality they are looking for.
D-Tech are a flexible company that works with their customers to supply library equipment that enhances
the patron's library experience. D-Tech does not sell a one size fits all library equipment, D-Tech are
customer focused, we can modify and change our designs to fit every unique specific library environment.
Customer first.
31
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