COMPUCOM PROPOSAL FOR: SOFTWARE … TCPN Contract.pdfCOMPUCOM PROPOSAL FOR: SOFTWARE PRODUCTS AND SERVICES ... Response: Technical Advice for hardware and software hardware is usually,

TCPN THE COOPERATIVE PURCHASING NETWORK

JASON WICKEL DIRECTOR TCPN

SOLICITATION NUMBER 10-11

MAY 26, 2010

Dan Rose Account Executive Phone: 281-547-8417 Email: [email protected]

COMPUCOM PROPOSAL FOR: SOFTWARE PRODUCTS AND

SERVICES

CompuCom Systems, Inc.7171 Forest Lane

Dallas, Texas 75230www.compucom.com

CompuCom Systems, Inc. i TCPN Request Proposal (RFP) for Software Solicitation Number 10-11 May 26, 2010

PROPRIETARY STATEMENT This document contains confidential and proprietary information and is the property of CompuCom Systems, Inc. This document was prepared for the requesting party for the sole purpose of evaluating the products and services proposed. It is submitted to you in confidence, on the condition that you and your representatives have, by receiving it, agreed not to reproduce or copy it, in whole or in part, or to furnish such information to others, or to make any other use of it except for the evaluation purposes stated above, and to return it to CompuCom Systems, Inc. upon request. The previous statement shall not apply to the extent that such statement violates any federal or state laws requiring such information to be made available to the public. The offerings and prices presented in this document, excluding any leasing quotes or rates, shall remain valid for a period of 120 days from the document date unless CompuCom Systems, Inc. authorizes an extension. Upon consideration of the award, CompuCom reserves the right to review and negotiate any and all terms and conditions that may be incorporated into a contract between the parties as a result of this response.

CompuCom Systems, Inc. ii TCPN Request Proposal (RFP) for Software Solicitation Number 10-11 May 26, 2010

COVER LETTER AND TRANSMITTAL May 26, 2010 Jason Wickel Director TCPN TCPN 7145 West Tidwell Houston, TX 77092 Dear Mr. Wickel; CompuCom appreciates the opportunity to respond to this proposal for Software Products to address the ongoing needs of Government and Education client entities utilizing “The Cooperative Purchasing Network” (TCPN). Our intent in offering this proposal is to align our best understanding of TCPN’s business needs with CompuCom’s capabilities to provide all participating entities an excellent buying experience for all North American locations. CompuCom is closely aligned with a significant number of industry recognized Software Companies and we realize an annual software sales revenue stream of about $300M for our company. A list of software product categories is defined in TAB 4 of our response and prices are offered on a “Cost Plus” basis. It is our hope that CompuCom can grow and evolve our software offering and customer support to provide optimized alternatives for all of the entities associated with the TCPN contract. We are also pleased to offer a representative set of IT related hardware products and services in TAB 7 of this proposal response. CompuCom has a national footprint in terms of reach for our client base. We are headquartered in Dallas, Texas and have established significant infrastructure to support a diverse set of IT needs driven by our customers across the United States geography. CompuCom realizes that it is somewhat challenging to offer a complete proposal that will properly address all of the diverse needs of the entities that are represented by TCPN. It is our goal to lay down a representative view of our diverse products and deliverables for your consideration. It is important that we offer this representative view of our capabilities and communicate our sincere interest in enhancing the content and services to directly address the needs of the entities you serve. We look forward to your review of our proposal and further discussions in regards to our proposed service solution. If, after reviewing our response, you have further questions, please feel free to contact me.

Dan Rose Account Executive 281-547-8417

CompuCom Systems, Inc. iii TCPN Request Proposal (RFP) for Software Solicitation Number 10-11 May 26, 2010

TABLE OF CONTENTS EXECUTIVE SUMMARY ..................................................................................................................................... 1

TAB 1 - VENDOR CONTRACT AND SIGNATURE FORM................................................................................ 3

SIGNATURE FORM .............................................................................................................................................. 9

TAB 2 - QUESTIONNAIRE ............................................................................................................................... 10

TAB 3 – COMPANY PROFILE ......................................................................................................................... 14

GREEN INITIATIVES ........................................................................................................................................... 39 VENDOR CERTIFICATIONS (IF APPLICABLE) ......................................................................................................... 41

TAB 4 – PRODUCTS / SERVICES ................................................................................................................... 42

TAB 5 – REFERENCES .................................................................................................................................... 43

TAB 6 – PRICING ............................................................................................................................................. 46

TAB 7 – MISCELLANEOUS ............................................................................................................................. 48

CompuCom Systems, Inc. 1 TCPN Request Proposal (RFP) for Software Solicitation Number 10-11 May 26, 2010

EXECUTIVE SUMMARY Creating a dynamic software product offering requires more than investing in technology. It requires alignment with an organization that has the experience and understanding of key factors of TCPN’s business to help deliver outstanding IT value to the entities you serve. CompuCom is uniquely qualified to support TCPN in that we can provide complete software solutions for a diverse set of clients. CompuCom can be leveraged to provide Software Product Procurement, License Optimization, and Compliance Management Our commitment to TCPN and the entities you serve is to meet the following goals:

Offer high value software products with optimized utilization of licenses across each entity. Optimize Service Levels by utilizing our skilled sales and support teams. Reduce Total Cost of Ownership by collaborating with entities to optimize the use of software licenses. Develop a software utilization model that aligns with each entity’s unique requirements. Implement a solution that will meet the needs of TCPN entities in North America

COVERAGE MODEL CompuCom has closely examined the location list provided by TCPN and have determined that we would like to participate in all of the States listed in TAB 2 of the RFP. If selected by TCPN, CompuCom would like to engage in subsequent conversations that would be focused on establishing a coverage model designed to deliver consistent value for all the entities that would leverage the TCPN contract.

EXPERIENCE Because we can leverage our vast client experience with our North American coverage model, we can deliver a consistent optimized user experience for all of the TCPN entities. Therefore a business relationship with CompuCom will allow TCPN to leverage the following:

Experience from thousands of customers and engagements. Expertise with a wide variety of business types. A process driven company based on ITIL continuous improvement processes.

Today, CompuCom supports and manages over 3.2 million desktops for our clients and have continued to refine our delivery processes to execute high quality results. We realize that our growth as a company fully depends on how well we maintain Customer Satisfaction. So, we apply significant attention to delivering consistently strong support for our clients. This attention to detail is why our clients continue to renew and grow their relationship as repeat customers year after year. It is our intent to offer the same attention to detail, consistent support and unsurpassed quality of service for each Entity that leverages the TCPN network.

ADDITIONAL PRODUCTS AND SERVICES In addition to the Software Products we are proposing in this response, we will also be introducing TCPN to other products and services that we currently provide our customers. CompuCom Systems is a leading IT managed services provider. As a vendor-independent, single-source supplier, CompuCom offers IT outsourcing, application development, systems integration, and consulting, as well as the procurement and management of hardware and software. TAB 7 will provide a representative view of the offering we would like TCPN to consider.


COMPUCOM TODAY Founded in 1987 Financially strong with over 20 years of profitability $2B+ in revenue ($1B+ in IT outsourcing services) Thousands of customers in various industries Over 3 million desktop seats under management 9,300+ associates 70,000+ industry certifications 1,200+ application services consultants with Microsoft, Cisco, IBM, and SUN expertise ISO 9001:2000 & ISO 20000 certified; broad ITIL, and Six Sigma certifications Recognized as a leader in service desk, desktop support, and service excellence by IT industry

analysts Longstanding relationships with top service providers, hardware manufacturers, and software

publishers.

WHY COMPUCOM? Ultimately, we believe people decide to do business with people, and your decision will be based on trust in a solution that is best aligned with the business needs of the education and government entities that you serve. TCPN can trust that we are committed to building a relationship built upon CompuCom’s Core Values.

Win/Win Proposition Complete Integrity Excellence Respect for the Individual

CompuCom is industry recognized as a leader/innovator in end user computing services (EUC) and has been committed to EUC services for 20 years. We are not a niche player, or new to this particular market space. Continued improvements in our deliverables and coverage model have allowed CompuCom to offer the product breadth and a continued depth of service, while maintaining the flexibility and agility to create custom solutions for the clients we support. The account that will be assigned to support TCPN will continue to strive for continuous improvement and will provides suggestions focused on enhancing each user’s buying experience.





Response to Terms and Conditions CompuCom requests the following contractual Terms and Conditions amended as follows: Reference: General Terms and Conditions, Section 1, Customer

Response: Technical Advice for hardware and software hardware is usually, provided by the hardware manufacturer and software publisher respectively in a resale situation. However, CompuCom is willing to provide such services, where it is authorized by the hardware manufacturer and software publisher, for an additional price.

Reference: General Terms and Conditions, Section 6 Ordering Procedure.

Response: CompuCom understands that such Purchase Orders will be convenient documents for ordering only. They will be governed by the terms and conditions of this contract with TCPN and shall not vary, delete or contradict those terms and conditions in any way.

Reference: General Terms and Conditions, Section 7, Shipments

Response: As a reseller, CompuCom is dependent upon the software publisher or hardware manufacturer’s availability of the Products and cannot guarantee any particular delivery/shipping dates, and shall not be liable for delay or any inability to ship Products due to


availability or allocation, labor disputes or other causes beyond its reasonable control. If CompuCom is unable to deliver Products on the delivery date requested in the Product Order, Vendor will notify applicable entity by telephone or electronic communication of the estimated delivery date. Unless the entity elects to cancel the Product Order within one (1) business day of receipt of such notice, such estimated delivery date shall become the scheduled delivery date.

Reference: General Terms and Conditions, Section 12 Pricing

Response: CompuCom will provide pricing on similar terms as we do for similarly situated customer ordering the same volume and/or type of products or services. In additional CompuCom shipping is FOB shipping point when using the entity’s carrier or FOB entity’s dock when using CompuCom’s carrier

Reference: General Terms and Conditions, .Section 13 Warranty Conditions

Response: CompuCom requests replacement of the warranty language with the following

As to service(s) provided directly by CompuCom and not as a reseller:

“CompuCom represents and warrants to entity that: (I) CompuCom shall perform the Services under this Agreement and any Scope of Services with reasonable skill and care, using suitably qualified personnel in a manner consistent with industry standards; (ii) Services and any deliverables associated therewith as set forth under the applicable Scope of Services will materially conform to the specifications set forth in the applicable Scope of Services and (iii) CompuCom shall comply with federal, state, county and local statutes, laws, ordinances, regulations and codes applicable to CompuCom while performing the Services. As needed, CompuCom shall also procure permits, certificates, and business licenses necessary to perform the Services.

In the event of any failure to meet the warranties described in the above section CompuCom shall: (I) re-perform the Services without additional charge to entity or (ii) refund to entity the amount paid for such Services; provided, CompuCom is notified in writing via e-mail or otherwise within 15 days from the date such Services or parts and materials are furnished to Client

As to product or services that CompuCom provides as a reseller:

Notwithstanding anything to the contrary, as a reseller of Products, to the extent permitted by the hardware manufacturers and software publishers, and applicable law, CompuCom assigns and passes through to entity any and all (a) end-user warranties provided by the hardware manufacturers or Software publishers, (b) intellectual property indemnities and (c) other obligations and liabilities of the hardware manufacturers or software publishers. Vendor does not provide any independent warranties, intellectual property indemnities or other product liability with respect to Products.

Software Licenses.

All software Products are subject to the license agreement of the applicable Software publisher as provided with the software packaging or in the software at time of shipment, or via electronic download.


Service Policies/Programs.

Third party service Products are provided as a pass through in accordance with the applicable third party service Supplier’s service program

COMPUCOM MAKES NO WARRANTY, WHETHER WRITTEN, ORAL, STATUTORY, EXPRESS OR IMPLIED, AS TO ANY MATTER WHATSOEVER WITH RESPECT TO SERVICES OR PRODUCTS FURNISHED UNDER THIS AGREEMENT OR ANY SOW. ALL OTHER WARRANTIES ARE EXPRESSLY DISCLAIMED BY COMPUCOM, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, OR AGAINST CLAIMS OF PATENT INFRINGEMENT OR THE LIKE. SOME JURISDICTIONS DO NOT PERMIT THE EXCLUSION OF IMPLIED WARRANTIES, IN WHICH CASE THE EXCLUSION OF IMPLIED WARRANTIES MAY NOT APPLY. “

Reference: General Terms and Conditions Addition of Limitation of Liability

Response: CompuCom suggest that the following Limitation of Liability clause be added to the contract:

As to service(s) provided directly by CompuCom and not as a reseller:

COMPUCOM’S ENTIRE LIABILITY FOR ANY CLAIM ARISING FROM SERVICES PROVIDED DRIECTLY BY COMPUCOM AND NOT AS A RESELLER, REGARDLESS OF LEGAL THEORY, SHALL NOT EXCEED THE FEES PAID FOR THE 6 MONTHS PRIOR TO THE MONTH IN WHICH THE CLAIM AROSE UNDER THE SOW NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, IN NO EVENT SHALL EITHER PARTY BE RESPONSIBLE TO THE OTHER FOR INCIDENTAL, INDIRECT, PUNITIVE, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

As to product(s) or service(s) provided directly by CompuCom and not as a reseller:

CompuCom does not provide any independent warranties, intellectual property indemnities or other product liability with respect to Products. CompuCom passes through the limitation of liability from the hardware manufacturer or software publisher.

CompuCom.

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TCPN Contract Number R5013

CompuCom Systems, Inc. Request Proposal (RFP) for Software

9 Solicitation Number 10-1 1

'I,' I t * Date

TCPN May 26,2010




Agency Contract Scope Discount

Level Expires Annual Sales

Volume

State of California Dept of General Services

BMC Software Distribution, Inc. (Remedy) 5% 6/30/2010 $ 49,883.25


Adobe 5% 4/30/2012 $ 14,480.00

State of California Dept of General Services Microsoft Academic 5% 6/30/2010 $ 2,896,891.92 State of California Dept of General Services

Microsoft Government Select

5% 1/31/2011 $ 1,571,612.67

State of California Dept of General Services IBM Software 5% 6/30/2011 $ 248,592.10



Microsoft Premier Support 0% 8/24/2010 $ 1,229,727.94

State of California Dept of General Services HP Software 5% 5/31/2010 $ 26,218.72 State of California Dept of General Services Novell 3% 6/30/2012 $ 1,731,118.60 State of California Dept of General Services Attachmate 5% 12/31/2012 $ 37,576.30 State of California Dept of General Services

Microsoft (Enterprise Agreement) -1.5% and 5% 12/31/2010 $ 20,000,000.00

State of California - County of Riverside

Microsoft (Enterprise Agreement #ITARC054) -1.5% and 5% 12/31/2010 $25,000,000.00


TAB 3 – COMPANY PROFILE Please provide the following:

1. Company’s official registered name. CompuCom Systems, Inc.

2. Brief history of your company, including the year it was established. CompuCom Systems was formed in 1987 when Machine Vision International acquired both TriStar Data Systems and Office Automation under the umbrella of Safeguard Scientifics, Inc., a technology holding company. We continued to refine our procurement services and expand through acquisitions, growing from a multiregional reseller into a national reseller and outsourced IT services provider and adding capabilities in government services, software application development, and technology outsourcing. By 2003, we were awarded Microsoft Gold Certification for Enterprise and Security and received Microsoft’s Vendor Program Excellence award. Platinum Equity, a technology holding company, purchased CompuCom in 2004, recruiting James W. Dixon as CEO, and also acquiring GE’s IT Solutions business unit, to further aggressively grow CompuCom’s consulting services portfolio and broaden our strategic alliances. Impressed with our service delivery, Gartner upgraded CompuCom from challenger to industry leader in help desk and desktop support services in 2004, and we earned Cisco Gold certification and the Help Desk Institute team excellence award in 2005. In October 2007 Court Square Capital Partners (“Court Square”) acquired CompuCom from affiliates of Platinum Equity, and additionally Court Square completed the acquisition of the managed services business unit of Vanguard Managed Solutions, LLC. (VanguardMS™) This acquisition further enhanced CompuCom’s Remote Infrastructure Monitoring solutions. In March 2008, CompuCom’s Canadian subsidiary, CCSI Technology Solutions Corp., acquired SaltSpring Software Inc. of London, Ontario, a dedicated hardware and software reseller with Microsoft Large Account Reseller (LAR) status. With the acquisition of SaltSpring, CCSI assumed the new status of a North American LAR for Microsoft to resell software in Canada, allowing CCSI to extend its leadership in this region. The new LAR status complements and broadens the successful partnership between CompuCom and Microsoft as the two organizations have worked together for more than a decade. In August 2008, CompuCom acquired the North American operations of Getronics. The combined entity, as of the end of each company's 2007 fiscal years, represents more than $2.1 billion in annual revenues with more than 11,000 employees. By acquiring more than $450 million of outsourcing services revenue, the collective IT services capabilities has further enhanced, on a global basis, and now positions CompuCom as an over $1 billion provider of outsourcing services. CompuCom and Getronics have also signed a reciprocal global services partner agreement that allows each company to leverage their combined global capabilities.

3. Company’s Dun & Bradstreet (D&B) number. CompuCom’s D&B number is 07-549-5903.

4. Company’s organizational chart of those individuals that would be involved in the contract. The following is the proposed organizational chart providing support to TCPN and TCPN entities.


TCPN and TCPN participating customers (Education and Public Sector entities)

Dan RoseAccount Executive

Dave PoseyTerritory Vice President

Sales

Scott WardVice president of Enterprise Sales

Peggy BournsteinSoftware Solutions

Specialist

John RobinsonSLED Software Manager

Carie JernquistTerritory Vice President of

SLED Software Sales

Mark DaltonVice PresidentSoftware Sales

Bill BarrySenior Vice President of

Sales

Jim DixonCEO

State, Local & Education (SLED) Customer Care Team – in Dallas HQ

Jeff KimeSupervisor (SLED)

Customer Care Team

5. Corporate office location. a. List the number of sales and service offices for states being bid in solicitation.

Although CompuCom has over 100 sales and service locations in North America, the primary location supporting this contract is our corporate headquarters located centrally in Dallas, Texas:

7171 Forest Lane Dallas, TX 75230 972-856-3600


b. List the names of key contacts at each with title, address, phone and e-mail address.

State, Local & Education (SLED) Customer Care Team [email protected] phone 800-400-9852 x 2

The SLED Customer Care Team is the initial point of contact for: Quotes, pre-sales questions, order-placement, order status, post-order procurement support. The SLED Customer Care Team provides the experience and knowledge required so that TCPN customers have the information they need to make informed purchasing decisions. The members of CompuCom’s Dallas-based SLED team have access to all of the resources needed to provide pre-sales support for the products TCPN customers will have access to through this contract; including product specification, system compatibility lists, and minimum system requirements. Additionally the SLED Customer Care Team has in-depth knowledge and regularly receives training regarding the Volume License Agreements supported by CompuCom. All CompuCom SLED Customer Care Team members attend periodic brown-bag training sessions with major Software Publishers to provide them current with product releases, technologies and publisher promotions information. This additional training and publisher-interaction provides that TCPN customers receive the highest level of care during the procurement and pre-procurement process.

Jeff Kime (SLED Customer Care Team – Supervisor) [email protected] phone 800-400-9852 x 2 or direct on 972-856-2116

Providing leadership for the SLED Customer Care Team, Jeff is responsible for ensuring that his team has the resources, knowledge and time to provide TCPN customers with a satisfying procurement experience. Jeff has the ability to increase his already robust Customer Care Team in the event that the TCPN contract rapidly expands. Located in Dallas at CompuCom headquarters, Jeff’s access to both short-term and long-term resources guarantee TCPN customers a response time of 4 Business Hours or less.

Peggy Bournstein (Software Solutions Specialist) [email protected] phone 916-580-3258 (Toll Free # will be made available in the event that CompuCom is awarded the TCPN contract)

For all software issues that require assistance beyond that typically available from the SLED Customer Care Team (i.e. End User License Agreement or Product Use Rights; conference calls or meetings with Publisher Representatives; Volume License Agreement Analysis; renegotiation of licensing terms or programs to conform with TCPN customer’s contractual requirements) your Software Solutions Specialist is the primary contact. The Software Solutions Specialist’s goals coincide directly with those of TCPN’s customers. The Software Solutions Specialist is TCPN’s customers advocate within CompuCom in relation to software. By help TCPN’s customers reduce costs, increase value and realize the value of procuring through the TCPN Cooperative Agreement. The Software Solutions Specialist reviews the software purchases of TCPN customers, as a group, and individually, along with reaching out to understand future deployments and anticipated purchases. With this Business Intelligence, the Software Solutions Specialist is able to make the following recommendations to TCPN and TCPN’s customers, relating to: Negotiating deeper discounts with publishers


Confirming that the current licensing programs are providing the best value to TCPN and TCPN customers

Recommending alternate licensing programs that may realize a deeper discount and additional value for TCPN and TCPN customers

Negotiating specialized licensing terms on behalf of TCPN customers with specific Publishers

The Software Solutions Specialist is supported by CompuCom’s Software Solutions Group (SSG). The SSG is an expansive group of manufacturer-specific Business Desks (e.g. Microsoft Business Desk, Symantec Business Desk, IBM Business Desk, McAfee Business Desk, Novell Business Desk, Adobe Business Desk, CA Business Desk etc. and certified software generalists. Together SSG provides support for more complex licensing issues and contract issues. The SSG has direct relationships with their peers at the Software Publisher and can therefore access information, and obtain benefits to enhance the experience with CompuCom of TCPN customers.

John Robinson (SLED Software Manager) [email protected] phone 916-515-0113

The SLED Software Manager bears the overall responsibility for TCPN’s Software experience with CompuCom. Both Software Solutions Specialists and the Dallas based SLED Team Supervisor report directly to the SLED Software Manager. The SLED Software Manager is accessible to customers and encourages feedback regarding the experience of TCPN’s customers with the CompuCom SLED Software Team.

6. Define your standard terms of payment. CompuCom’s standard payment terms are net 30 days from date of invoice.

7. Who is your competition in the marketplace? CompuCom’s competitors include Insight, Software Spectrum, Dell/ASAP, SHI, Softchoice, MoreDirect, CDW, En Pointe, ACS and Pomeroy. With the exception of En Pointe, Pomeroy and Insight, companies limited in terms of coverage in North America, each of these competitors companies offers product services only. In comparison, CompuCom offers full PC life-cycle services from procurement through disposal. In terms of large systems integrators, CompuCom’s biggest advantage is value and price. CompuCom’s financial standing surpasses that of most competitors in that CompuCom is the only one of these companies to remain profitable for over 20 years. At times, competition can include firms with which CompuCom often partners, including Dell, IBM Global Services, and Hewlett-Packard (HP). CompuCom offers special value-added reseller (VAR) capabilities. Most direct marketing and service firms supply and service their own products only. However, most companies need many more IT products than those any single vendor can provide. They also find themselves managing all of these vendors’ software licenses, asset and model data, and warranties and maintenance for their desktops, servers, printers, and other hardware. The direct marketing vendors with multi-vendor support services provide that support through their own chain of subcontracted service vendors. Selecting CompuCom as a multi-vendor VAR enables a client to have a single point of contact for obtaining and providing full life-cycle IT asset services for all of the major hardware and software brands. In addition, this single source can do everything from configure and image all of these brands to assets, to performing most of the functions required to manage them for their entire life cycle.


8. What is your market share? The following diagram illustrates CompuCom’s market share for products and services.

Most Top Businesses Chose CompuCom in Past Two Years

• 100% of Fortune 10• 68% of Fortune 50

TECHNOLOGY, TELCO & MEDIA

SERVICES

ENERGY & UTILITIES

MANUFACTURING

INSURANCE

RETAIL

BANKING & FINANCIAL SERVICES

ClientShare byIndustry

9. Are you gaining market share, losing market share, or maintaining market share? CompuCom continues to increase its market share of products and services through organic growth and strategic acquisition. CompuCom maintains a high retention and renewal rate of contracts. CompuCom’s SLED team, specifically in its largest Public Sector market (California) continues to grow. CompuCom is the largest reseller of software to State and Local Government in California, and supports that growth by increasing our team of Software Solutions Specialists and SLED Customer Care personnel, to provide a high level of customer service for our SLED customers.

10. What is your strategy to increase market share? CompuCom‘s size, flexibility in meeting client needs, and lower operational costs offer many advantages and benefits not provided by other IT outsourcing service providers. CompuCom provides the best IT services value in the industry. With more than twenty-two (22) years of IT outsourcing experience, many companies


have come to rely on CompuCom‘s expertise, innovation and value. In fact, nearly ninety percent (90%) of CompuCom clients have more than five (5) years tenure. CompuCom has invested heavily in its people, tools, technology and processes to increase the effectiveness of our Services and maximize the number of end-user problems fixed at this first level of support. Unlike our competitors, CompuCom is an agile and flexible company. We do not force a client into a ―one size fits all structure. Rather, we mold our solution to optimize a client’s changing environment, price sensitivity and competitive advantage. CompuCom‘s strategic plans for the next three to five years emphasize steady growth in target markets and existing service lines of business, combined with strategic acquisition and partnering, sound fiscal management, and further exploration of new services and technologies geared toward the needs of mainstream, Fortune 1000 corporations globally. Our mission is to continue the momentum we developed around the growth of our Integrated Infrastructure Management (IIM) approach to IT outsourcing and managed services that leverages tools & technology to drive out costs and headcount without compromising service quality and client satisfaction. The IIM strategy is a holistic solution to infrastructure support services and allows the client to retain control over their environment (unlike utility models), and brings the process rigor and disciplines of both ITIL and Six Sigma practices together to deliver true business value. We have tremendous technology and core assets at CompuCom. You will see us focus on leveraging those in the four LOBs listed above. They represent very healthy and viable businesses that deliver consistent, repeatable results, and ones that we have demonstrated leadership in over time. In addition, we measure our ability to deliver and our ability to execute very closely – each and every day. We're also very focused on what we call Service Excellence (our client loyalty program), which measure the client‘s perception of what we delivered. By incorporating metrics and score cards in the very fabric of our business, we know essence of our service delivery moment by moment. CompuCom‘s strategic plan for growth is based on solid, ongoing commitment to clients, vendors, original equipment manufacturers, and the marketplace. The cornerstone of CompuCom‘s corporate philosophy is customer satisfaction combined with technology development strategies, quality and responsiveness, fiscally sound financial management, and a strong competitive vision and stance in the marketplace. CompuCom‘s ongoing work to meet these goals demonstrates commitment to solid business practices that will help CompuCom meet both short-term and long-term goals.

11. What differentiates your company from competitors? Financial stability- CompuCom has managed to be profitable for over 22 years. That is no easy task in these economic times. Most of our direct competitor are having financial difficulties or have gone out of business.

A stable vendor provides continuity and less business disruptions to the client. Ability manage/purchase inventory to meet delivery requirements Credit provide more buying power and better discounts from OEM and distributors

Size- CompuCom employees over 11000 employees in North America, we are one of HP’s, Lenovo, IBM and Microsoft larges reseller. We have a strong buying power and infrastructures to support fortune 500 clients. Our direct competitors are other resellers of which are very few that are as large as CompuCom and offer end to end support for Hardware and software.

Our configuration center is capable of configuring /imaging large number of equipment to help customers meet project rollouts and reduce time to deploy.


CompuCom has the capability of providing system integration/configurations for product that is not purchased directly through CompuCom.

Established SLED Practice - CompuCom maintains a core field and inside sales team to support of Public Sector practice. Our staff is experienced and knowledgeable in public sector business. Each of our associates have years of in depth experience working with the public sector.

To manage this business, CompuCom has 180 customized web portals in place; we host ongoing Webcasts, newsletters and seminars; and have an on-going outsourced telemarketing campaign. CompuCom maintains a large database that is easily mined for contract marketing purposes.

CompuCom’s success with the State of California is a key differentiator. CompuCom provides various levels of procurement services, consulting, process development services, software development/customization, and IT operational services. CompuCom maintains just over half of all public sector Microsoft Enterprise Agreements in the State of California, bringing unparalleled experience and service to our clients CompuCom’s annual revenue exceeds $80 million in California public sector business. CompuCom supports the entire State of California with dedicated software licensing consultants, hardware consultants, sales account managers and our team of service professionals.

CompuCom also does business with the State of Alaska, Washington, Arizona, Texas, Georgia, New York, along with other state and government agencies within the US and Canada.

Our public sector customers understand the value that CompuCom brings to their organization -depth of experience in public sector procurement processes, procurement vehicles, knowledgeable staff, quality of service and the attention to detail that is required for a successful procurement process.

Vendor Neutral - CompuCom does not manufacture hardware or software. Our customers can purchase a variety of manufactures through one vendor. Infrastructure - CompuCom has the systems and tools to manage fortune 500 clients with E-procurement tools, and sophisticated order management and supply chain systems. Quality- CompuCom is ISO9001:2000 & ISO20000 certified -

Order and configuration accuracy – saving health time for order management and reconfiguring systems. .

Root cause and resolution process- finding root cause will prevent future problems Business reviews of Service level objective compliance - CompuCom has several unique methods for measuring customer satisfactions and service level objectives. One is a business review where we review order history, trends and area of savings.

During the business review we’ll provide a year-over-year report that can be used to analyze buying trends & point out manufacturers or publishers that with increase sales. A higher buying trend might mean more discounts from the OEM or a software contract with better terms

Stoplight report – is a report that measures client satisfaction via red yellow and green indicators that measure the level of satisfaction or service level obtainment. Any yellow or red results require a resolution and are escalated until resolved.

Procurement - Relationships with Manufacturers and Distributors

CompuCom is authorized to sell and service a wide range of products. In addition to standard resale and service authorizations, CompuCom partners with its largest vendors to develop unique programs for reducing acquisition and support management costs. CompuCom’s solid relationships with these vendors significantly expand the range of services available to TCPN.


Our systems are integrated. We make purchasing decisions based on lowest cost distributor or manufacturer with available inventory to meet order requirements. All price changes received prior to 3pm CST by the manufacturer or distributor is updated by COB that day.

Increased turn rates help reduce costs. CompuCom evaluates the inventory and continuously revise it at every level to help increase inventory turns.

SOFTWARE PROVISIONING SERVICES CompuCom Software Management Team fulfills orders for thousands of software products and provides a full menu of supporting procurement and management services. These services, which will be provided to the TCPN customers at no additional charge, include:

Dedicated account management team Cost saving recommendations Customized billing and reporting Day-to-day support for business needs Dedicated customer support License proofs Licensing consulting and support Licensing enrollment support (multiple enrollment numbers and locations) Negotiation of license agreements Ongoing contract evaluation Online ordering Vendor price lists Purchase activity reports Proactive client communications – web casts, local events and newsletters Product evaluations Quarterly business reviews Software and support pricing quotes Software compliance consulting and audit support

CompuCom is different from our competitors in the way that we acknowledge our customer’s orders.

Order acknowledgement procedures For orders submitted via Purchase Order by fax or email, CompuCom acknowledges receipt of the Purchase Order within 4 business hours of receipt. Acknowledgement is typically sent via email, but a phone call will be made if an email address is not available. Orders placed with a Credit Card via phone will be acknowledged via email to the customer after the phone call has been completed. The TCPN Customer Care Team will request the customers email address during the phone call, for that purpose. Orders placed online at the TCPN CompuCom Ordering Portal, will automatically receive an order confirmation generated by the portal within minutes of placing an order. CompuCom handles concerns or complaints quickly and effectively. Customer satisfaction is our number one priority. We believe our response is an overwhelming factor as to why CompuCom can provide enhanced service over our competitors.


Process for dealing with Problem Orders While CompuCom customers have unique problems that require innovate solutions, delivering innovative solutions is not a unique problem for CompuCom – we do it consistently. From the initial proposal response to our innovative recommendations to contract negotiations, order management, implementation, support, training, and every other task, our processes are defined, executed, and then measured against service level and customer satisfaction goals. A jointly-developed Operations Guide reflecting TCPN’s unique business requirements, shall document our working relationship and minimize personnel-related disruptions, including absences, vacations, and promotions.

TCPN customer’s escalation process for resolving fulfillment issues We know how important it is to have a software partner that can quickly respond to and resolve problems. TCPN customers can be assured that if a problem with an order does occur, it will be resolved quickly and efficiently by CompuCom Software Management Team. If at any time a TCPN customer has a question or concern, the entire TCPN customer support structure is available. The TCPN customer care representatives will be very familiar with the individual customer’s business needs and processes, and will have access to their contract and account information. When you make use of any one of these account resources, they will do their best to resolve a question or concern. If a situation should arise that cannot be quickly resolved, CompuCom shall establish escalation procedures to provide compliance with the contracted service levels discussed in our response and during the initial discussions regarding SLAs. The objective is to respond to and properly resolve service requests within the times specified by the TCPN SLA. Service levels are measured by telephone response time, onsite response time, and resolution time. We are confident that TCPN customer’s day-to-day issues can be addressed and resolved by the TCPN Customer Care Team. Any software issues requiring additional authorization for resolution will be escalated to the SLED Software Manager, then in turn to the TVP of Software Sales (Public Sector) and, if necessary, to the Vice President of CompuCom Software Sales. When a critical problem or issue arises the TCPN Customer Care Team will follow the escalation procedure outlined in Table C. below. A critical problem is defined as one having a considerable negative impact and that includes issues deemed very significant to the client. These might include:

Missed delivery dates Consistent order entry errors Persistent Web issues Incorrect configuration Unsatisfactory response time Improper follow-up

If TCPN or TCPN customers believe that the members of the TCPN Customer Care Team have not addressed an issue to the State’s satisfaction, or if you have a serious concern that you wish to escalate immediately, please contact the SLED Software Manager immediately. (John Robinson, 916-515-0113, [email protected] )


Table C. – Escalation Levels

Escalation Levels

Contact and Owner Response Times—Business Hours

Resolution Objective—Business Days

Level 1 TCPN Customer Care Manager (Jeff Kinne)

4 Hours 1–5 days based on the complexity of the issue.

Level 2 Software Solutions Specialist (Pegg Bournstein)

4 Hours 1–-5 days based on the complexity of the issue.

Level 3 SLED Software Manager (John Robinson)


Level 4 Territory Vice President (Carie Jernquist)


Level 5 Vice President Software Sales (Mark Dalton)


CompuCom has proven through the endorsements of our loyal State and Local customers that we have the ability to provide excellent pre-sales support that exceeds the support provided by our competitors. CompuCom’s TCPN Customer Care team is available to assist customers with pre-sales licensing advice and support for the products listed in this RFP. In addition, the following resources and support are available to TCPN Customers:

Pre-sales licensing advice Publisher specific Business Desk Managers, Publisher and product webinars, Quarterly Software Newsletter, Opt-in email alerts and notifications, In person licensing consultations, Purchasing and agreement analysis, End User License Agreement and Product Use Rights assistance

Publisher specific Business Desk Managers CompuCom’s publisher specific business desk managers (BDM’s) provide in-depth, pre-sales and specialized assistance in the support of TCPN software contracts. Business Desk support includes:

License agreement management. Part number, price and contract verification. Contract clarification. Publisher liaisons. Price and part number change notifications. Specific customer contract negotiations and requests. Additional publisher specific customer reporting.


Communicating publisher promotions, benefits, EULA changes to the TCPN support team and customers.

Software licensing expertise Proposal and quoting assistance

The BDM’s direct relationship with their publisher peers allows CompuCom to provide TCPN customers with timely information that can lead to cost savings and enhanced software management. CompuCom’s ability to provide records that will enable TCPN customers to record, track, and document purchases for license compliance and reconciliation provides benefits not found at most of our competitors. CompuCom’s Asset Management reports support data input standards for Microsoft System Center Configuration Manager, Altiris, and Novell ZAM.

SIIA—SOFTWARE AND INFORMATION INDUSTRY ASSOCIATION CompuCom is a proud member of the SIIA (formerly SPA), the principal trade association for the software and digital content industry. The SIIA’s litigation and/audit activities typically involve comparing software use within an organization, as determined through a physical inventory of hard drives, servers, floppy disks, and other magnetic media, with that organization’s record of software licenses. Those reports must satisfy the SIIA’s stringent recordkeeping activities. As an authorized member of the SIIA, CompuCom has met SIIA recordkeeping requirements, demonstrating that its purchase activity summaries provide an effective means of tracking and proving appropriate levels of software licensing in the event of an SIIA action. CompuCom Software Management Team can provide software management services that help the TCPN customers respond to, and protect against, an audit request from the SIIA or an individual software publisher. Refer to the Software Licensing Management – Compliance and Audit Support subsection of this Response for more information. CompuCom’s ability to provide timely notification of expiring Maintenance and Contracts (using our exclusive SWIMs system [SoftWare Integrated Management System] provides our customers with an advantage. CompuCom’s SWIMs (SoftWare Integrated Management System) is the central repository for all software licensing purchases. Each order captures the following unique data, critical for a successful contract/maintenance renewal process:

Primary customer contact Order date Contract and Maintenance expiration date

Different ordering methods require the data to be captured in a variety of ways:

1. Maintenance purchased on a Volume License Agreement (VLA) with a ‘co-terminus maintenance end date’ is automatically captured based on the VLA’s ‘maintenance co-terminus end date.’


2. Maintenance purchased on a VLA without a ‘co-terminus maintenance end date’ has the maintenance end data confirmed as the order is placed by CompuCom with the publisher or distributor. This ends date flows back into SWIMs and is stored with the original order data.

3. Maintenance purchased off a VLA is confirmed as the order is placed by CompuCom with the publisher or distributor. This ends date flows back, or is manually entered, into SWIMs and is stored with the original order data.

Weekly, three months prior to the expiration of each maintenance term, a notification is sent to the primary email address captured at original order time, and the TCPN Software Solutions Specialist and Customer Care Team at CompuCom. The notification includes:

Future date of expiring maintenance Publisher and product description Quantity requiring renewal of maintenance Anticipated cost of renewal Any discounts or benefits for performing an early renewal

Periodically during the three month term, the Software Solutions Manager will manually contact the TCPN customer via phone or email to confirm if they would like to renew contracts/maintenance, and facilitate the smooth transaction of a contract/maintenance renewal order. Monthly maintenance reports from each of the TCPN customer’s software publishers Each CompuCom Software Business Desk (remember we have them for all of the major publishers, including: Microsoft, Novell, Symantec, IBM, McAfee, Adobe, etc.) requests and receives monthly maintenance renewal reports from the publishers they work with. These renewal reports serve as a valuable backup to data located in the CompuCom SWIMs data repository, providing information as to which customer’s agreements or maintenance are soon to expire; providing additional information that helps the Software Solutions Specialist notify our TCPN customers in a timely fashion. The business desks monthly ‘maintenance’ meeting with each publisher also helps identify any maintenance renewal promotions that could benefit TCPN customers.

Importing of historical data from previous contracts CompuCom makes every effort to receive and import any historical purchase data that will enhance TCPN customer’s maintenance renewal process. By gathering the following data, CompuCom is more able to add to our database of expiring maintenance that may not be available through CompuCom only purchase data:

Historical contract data from publishers Historical procurement data from customers (where available, and without causing disruption)

By automating the maintenance renewal process and including process and expectations around it, CompuCom has been able to provide a high maintenance renewal success rate for our Volume License Agreement customers. CompuCom is different from our competitors because our TCPN Customer Care team – really cares! CompuCom’s TCPN Customer Care Team is located in Dallas, Texas; providing timely, knowledgeable support with cross-continent Business hours.


TCPN Customer Care Team supports State customers in the U.S. on a day-to-day basis by providing support services directly to customers via telephone and email. As provisioning specialists TCPN Customer Care Team is responsible for performing any and all operational functions necessary to process and track customer purchases from order entry to final delivery. TCPN Customer Care Team also serves as a point of contact to escalate questions requiring additional support. Questions regarding the following can all be brought first to TCPN Customer Care Team

Products and Publisher Product Use Rights End User License Agreement Licensing recommendations

With a 99.97 percent accuracy rate, for licensing contract orders, CompuCom helps reduce deployment delays and increases user acceptance. This reduction in errors helps lower the administrative cost of acquisitions for the customer, resulting in greater satisfaction. TCPN Customer Care Team reviews all purchase orders, credit card and portal orders before final order placement. Customers are immediately notified in the event that there are version or product changes. Substitutions are approved by customers prior or substitutions prior to ‘changed’ orders being placed. Working with multiple government entities TCPN Customer Care Team will over time build on their CRM data to document individual customer preferences and needs; for the purpose of enhancing the customer experience. CompuCom’s standard SLA is four hours. CompuCom promises to return a call or email to our TCPN customers within four business hours of primary contact. If TCPN Customer Care Team cannot immediately provide pricing or an answer to the request, they will at a minimum acknowledge the customer request and provide an estimated time for a complete response. To help provide for order accuracy and the timely delivery of products, CompuCom’s automated call center technology and email support distributes incoming client requests to the first available Team member. Standard Response Times for the CompuCom State and Local Government Client Assistance Center

Description Response time Telephone (voice mail) Four hours E-mail Four hours Quote request (standard product) Four hours Orders entered (standard product) same day if received by 2.00 p.m. PST Report generation request 24 business hours CompuCom’s Order Entry system tracks and logs all requests for pricing, order placement, returns, and special requests. By tracking these requests CompuCom is able to produce ‘activity reports.’ The Activity Reports provide management with:

Activity level of each sales support representative, Time on hold, Duration of calls, Time to answer voice mail, Calls by originator.

These reports allow CompuCom’s TCPN Customer Care Manager and the CompuCom Software Solutions Specialist to review the responsiveness of TCPN Customer Care Team. This data can be used continuously


to improve CompuCom’s level of service to TCPN customers, and provide valuable data for regular Business reviews. CompuCom’s ISO-certified provisioning process requires that a second employee, outside of TCPN Customer Care Team, review each order. This second-level verification verifies accuracy and confirms pricing. Contract specialists, from each of the publisher business desks access a licensing contract management database to verify order details prior to CompuCom transmitting orders to the publisher. This is part of the provisioning process that provides for the highest possible accuracy for all software license orders. CompuCom continuously invests in training our TCPN Customer Care Team. Their expertise in product knowledge, production identification, part numbers, price lists and customer relations provides that TCPN customers receive the correct license at the correct price, every time! The TCPN Customer Care Teams responsibilities include:

Manage service delivery Meet TCPN SLAs Order processing and management Confirm orders, tracks reports, and provides activity reports Provide information on the latest software releases and product changes Complete pre-sales checklist of software purchases to provide accuracy and efficiency Support Transactional processes Customer delivery agreements Contract execution and maintenance ISO-certified provisioning process

CompuCom has made significant investments in the training of sales associates and order entry personnel. Their expertise in the part number and price lists of major software publisher facilitates that CompuCom customers get the best price on every software product ordered. One tool developed by CompuCom to assist sales associates in pricing client product orders is the Software 10. This list of questions is used to systematically and efficiently gather the information necessary to price the correct product.

CompuCom Software Management Team “Software 10” 10 Questions for Ensuring that the Right Part Number and Price are quoted

1. What is the publisher’s name? 2. What is the product name? 3. What is the product version? 4. Which purchase mechanism (shrink-wrap or volume license program) will be used? 5. What is the quantity to be ordered for desktops? 6. What is the quantity to be ordered for servers? 7. On what operating system will the software run? 8. Is the purchase a full version or an upgrade license? 9. Will media or documentation be required? 10. Will the product need technical support?

Other training tools CompuCom employs to provide pricing and order accuracy include: (i) an internal resource center on the CompuCom intranet that archives current price lists for all major publishers, (ii) face-to-face training conducted by publisher representatives, (iii) participation in publisher training programs (e.g. Microsoft Channel University) and (iv) motivational incentives.


The combination of training modalities, positive reinforcement, and friendly competition fosters a strong learning environment. CompuCom professionals have earned more than 46,000 industry certifications.

Training for TCPN Customer Care Team and Software Solutions Specialist In addition to continuous publisher training, the TCPN team attends quarterly training at CompuCom’s corporate office in Dallas. CompuCom’s quarterly software training is mandatory for all CompuCom Software Account Managers and Account Teams and includes:

New product training, delivered by the publisher, Licensing proficiency training and evaluations, Executing licensing contracts – Master Class, Software Asset Management Certification, Customer presentation skills, Handling customer questions and concerns (correct escalation process), Delivery excellence every day.

Order Confirmation The TCPN support team will personally confirm orders after a purchase request has been made. Purchase orders are typically processed on the day of receipt. This team also accepts requests for quotes and reports, via e-mail, fax, and telephone. TCPN customers may also self-confirm CompuCom’s processing of their order in real time by accessing the Software Management Team client portal.

Awards & Recognition The following table provides the Awards and Recognition CompuCom has received:

Manufacturer Partner Status Awards / Notes Microsoft Large Account Reseller

Enterprise Software Advisor Gold Certified Partner

Information Worker Solutions

Licensing Solutions

CompuCom has been honored by Microsoft with two awards for accomplishments in the Public Sector. CompuCom won the Microsoft 2010 Public Sector State and Local Government (SLG) Outstanding Customer Service award for delivering an exceptional customer experience. The Microsoft 2010 Top SLG LAR Growth Partner award recognizes CompuCom for achieving the most year-over-year growth based on the past 18 months of Microsoft licensing revenue. 2004, 2005, 2006, 2007, 2008 and 2009 Partner of the Year Award for Operational Excellence. This prestigious award recognizes CompuCom as a leader in providing superior customer contract support service and excellence in licensing contract management. This achievement is representative of our ability to meet and exceed Microsoft’s rigorous and high client satisfaction standards. In working with our clients and prospects we can be confident in our quality of operational excellence in licensing contract management.


2006 and 2007 Outstanding State and Local Government Partner Award. Microsoft Vendor Program Service Excellence Award - 2003 to Excell Data Division.

Novell Platinum Partner, National Partner and Software Services Agent

Adobe (Includes Macromedia)

Authorized License Center (ALC) - Corporate, Government and Education

Symantec (Includes Veritas & Altiris)

Symantec Platinum Partner, UNIX Authorized, Managed Security Services Partner Level B Symantec Enterprise Security Partner Altiris Platinum Partner Altiris Global Business Partner Veritas Elite Partner HP OpenView Authorized Partner

2006 Large Account Reseller (LAR) Partner of the Year Award 2005-06 Altiris Partner in Excellence CompuCom is on Symantec’s Advisory Board

McAfee Premier Partner Silver Partner

Only LAR to be IPS/Foundstone Certified

IBM Premier Partner ELA Solution Provider

VMware Inc. National Premier Partner VMware Gold VAC

Citrix Systems, Inc.

Silver Citrix Solution Advisor

Q4 2005 South Central Partner of the Quarter

Hewlett Packard Platinum Partner

NetIQ Premier Partner CompuCom is on NetIQ’s advisory board RIM (BlackBerry) Prefered Channel Partner

BMC Elite Partner Citrix Silver Partner

CA (Computer Associates)

National Enterprise Solution Provider

Enterprise Solution Partner of the Year 2003 & 2004 CompuCom is on CA’s advisory board


12. Describe how your company will market this contract if awarded.

Customer Education

Printed and Electronic Communications CompuCom produces a number of client communications aimed at keeping our clients up to date with the latest trends and changes in the technology marketplace. These include a printed newsletter publication – ITIQ News, which is distributed three times a year and ongoing email communications. We are also in the process of building a new comprehensive website, www.compucomproducts.com, which will provide clients with additional information regarding technology products and solutions. By building on our existing expansive SLED mailing and email lists (through the purchase of new contact lists and acquiring them from State Publication offices around the USA) CompuCom will publish on each front page of our ‘newsletter’ features of the TCPN contract award, and provides explanation of the benefits to prospective customers of purchasing via this Cooperative Agreement.

Live and Recorded WebCasts We host monthly Webcasts that cover a wide variety of topics in IT. Webcasts are an easy and cost-effective way for your company to stay on top of the latest software advances and technology management solutions. Presentations are made by internal and external industry experts and include product demonstrations, case studies and an opportunity to ask the presenters questions. Webcast invitations are sent via email. Clients can also view the upcoming schedule at www.compucomproducts.com. All events are recorded and archived on this same site for 90 days. CompuCom will host a monthly webinar (i.e. twelve per year) explaining the benefits of the TCPN contact. The webinars will cover: benefits to the customer of utilizing a pre-bid contract (saving them time and resources); how to engage with CompuCom to make purchases; the benefits of working with CompuCom; Admin Fees and a customer Bill of Rights!

Local Events and Seminars Throughout the year, CompuCom hosts events in conjunction with key technology partners. The purpose of these events is to provide clients with the opportunity to speak directly with product and solution specialists. Invitations for these events are distributed via local sales teams in key markets in the United States and by email. In addition, we make every effort to support local events being produced by our partners that we know our SLED clients may have an interest in.

Proactive outbound phone-calls to Purchasing Managers in Public Sector and Education within the USA Utilizing CompuCom’s call center capabilities, CompuCom will very quickly be able to reach Purchasing Managers within the United States in Public Sector and Education in order to notify them of the TCPN Cooperative Agreement, and invite them to one of CompuCom’s monthly webinars to learn more. CompuCom’s experience with proactive call center functions provides that our Associates follow-up with Purchasing Managers across the USA in a sensitive, yet informative fashion. It’s CompuCom goal to make sure that Public sector and Education across the States have the option to save public funds by procuring effectively via the TCPN Cooperative agreement.

13. Describe how you intend on introducing TCPN to your company. Once the agreement is finalized, the CompuCom Contracts Manager will introduce TCPN agreement via a conference call to Client Assistance Associates, Software Consultants, Account Executive, and support personnel. The presentation will provide an overview of the agreement and will drill down to specific process


and procedures that are unique to the TCPN agreement. The Contracts Manager will answer contractual questions and clarify any procedural questions. As new members of the team are added, they too will be introduced to the TCPN agreement.

TRANSITION METHODOLOGY FOR SUCCESSFUL SUPPORT OF TCPN CUSTOMERS To provide for the success of the “sales and support process” for TCPN customers, CompuCom completes a transition plan at the commencement of the contract. Becoming a CompuCom Software customer is straightforward from the start. CompuCom launches a proven and documented transition process after the award of a new customer contract. The transition process minimizes business disruption while opening lines of communication and building rapport between the teams. Based on the resulting contract, CompuCom and TCPN will agree on established service levels and begin reporting on service level and compliance. The process initiates efficiency reviews to improve upon the level of service provided to TCPN customers on a quarterly basis.

Sample Transition Timeline The CompuCom transition process typically sequences through these steps:

1. A transition workshop will be conducted with TCPN personnel to discuss processes and set goals. This workshop should address timelines, expectations, resource needs, and information sharing.

2. CompuCom analyzes past acquisition habits and reviews historical purchase information, where

appropriate, provided by TCPN.

3. TCPN provides a detailed listing of licensing contracts or authorizes each publisher to provide such information to CompuCom. This information is critical for ongoing success and analysis for cost saving opportunities.

4. TCPN completes paperwork to change resellers for existing licensing contracts. Some publishers

have strict processing requirements, which may prohibit the acquisition process without proper “change of reseller” paperwork. CompuCom can assist in providing publisher forms necessary.

5. TCPN includes CompuCom in any new licensing contract negotiations, where appropriate. TCPN

may define CompuCom’s role in this process. CompuCom can either act as an advisor, independent of publisher’s recommendations, or can negotiate on the TCPN’s behalf, working directly with a specific publisher.

6. CompuCom completes internal operational requirements and profile for specific TCPN software

acquisition needs. The Operation Team sets-up required part numbers, engage new vendors if needed, test system infrastructure, sets up E-commerce site, and redirect needed resources.

7. CompuCom develops and writes an Operations Profile for internal use, creating a central repository

for process documentation and TCPN specific acquisition needs. This guide provides for consistency and the thorough documentation needed to support TCPN operations.

CompuCom is happy to provide you with references of clients who have been through our transition methodology. The CompuCom Contracts Manager will cover the reporting requirement with the team and will inform the Finance Department of the 2% administrative fee.


As participating states join in, or if or when the contract is amended, the team is notified via email. A management guide will be dispersed to the support team to provide the information required to meet all contractual obligations.

14. Describe your firm’s capabilities and functionality of your on-line catalog/ordering website.

ON-LINE ORDERING SYSTEM – THE COMPUCOM CONNECTION CompuCom is constantly updating its state-of-the-art CompuCom Connection—a user-friendly, online, one-stop shop for many of our clients’ product and service needs. Situated on the latest Microsoft .NET platform, the portal responds to client requests for user-friendly workflow and significant new enterprise-level capabilities. The site provides CompuCom clients with a single location for a wide range of service and product Web capabilities, contact information, tools, and reporting with the click of a mouse. A long-time Web services provider, CompuCom has researched, planned, and tested the Web site to provide up-to-the-minute, accurate pricing; streamlined shopping flow; and improved functionality. The next figure shows the CompuCom Connection Home Page. The site offers the following features and enhancements:

Product prices are provided in real-time. Estimated tax and freight charges are available. Search capabilities and response times are substantially improved. Products are described in industry-standard CNET product specification language that simplifies the

ordering process, enabling the client to identify, select, and order the correct product on-line.

The CompuCom Connection Home Page Provides Access to Products, Services, and Resources


Product Administrators - Authorized client staff can add ship-to and e-mail addresses to the system

on the fly or change bundles to fit client-selected standards. As shown in the next figure, graphics assist product administrators through the bundle set-up process.

Customized Pricing – Obtaining current client specific pricing for single product items or bundled

product is simple. Each client’s customized catalog automatically calculates current prices based on the most current manufacturer information, including special pricing letters (rebates) offered by the OEM.

Usually Ships - The CompuCom Connection provides product information for each item in the catalog

such as availability information (usually ships). CompuCom is also able to establish a profile for quantity availability.

TCPN’s clients and CompuCom will work together to plan for suitable catalog standards and bundles to display on the site. As in the past, clients can use virtually any browser to access these Web capabilities. The site provides accessible, on-line ordering and custom reporting. TCPN clients can place and track orders as well as obtain extensive information about their products, including shipping information, availability, current pricing, and technical specifications (where available). Tools, such as configurators from original equipment manufacturers and suppliers, improve the site’s functionality by providing additional ordering guidance and assist in defining standards.


Configurator Links

The next figure shows pricing and usually ships information as well as product details available through the site in standardized CNET language. Product specifications provide industry-standard CNET data. The next figure shows the shopping cart, which can be used to edit quantities, create bundles, and perform other functions that streamline the shopping experience.

Detailed Product Specifications


Cart Page

Through CompuCom’s web based system, business rules are established providing for automated notification and approvals of purchases for our clients. The following diagram illustrates the Software order flow and the various options available to our clients for ordering products which may include web ordering, telephone, email or fax.


1.

GENERAL SOFTWARE ORDER FLOW PROCESS

Client's CompuCom Dedicated Software Sales Team

CompuCom Operations Team

End User request for Software

2a.

5. 6.

End User places order via Client's procurement web

site

Is item number on Client's

Procurement site?

4.

Account Manager reviews

Procurement Requisitions

Account Manager uploads Client's Requisition to EDI ordering

system

Yes

New SKU for Part Number created and

notification e-mail sent back to

requestor

Order Processes through ITIQ

Software License Quality Review

team

CompuCom sends invoice to customer

Client's receives invoice from CompuCom

Client's receives requested product

11.

12.

18.

3b.

No

Yes

ProcessEnd

Do you need special quote,part number, description,

pricing?

E-mail or Call CompuCom

No

3a.

CompuCom WOW

database is updated with order data

Client's receives various status

reports

7b.

13.

New SKUcreation needed in

CompuCom's system?

Order is received into

CompuCom's order system at "01" status and

processed

No

Is order for software license?

Sales Team reviews software

report and links to asset tracking

Requested product is sent to client

Yes

Yes

No

CompuCom Strategic Software Group

Quarterly Software Compliance reports are

formatted and reviewed

Continual Contract

Management and License

review process

Quarterly Software report is

transmitted to Sales Team and

Client

Quarterly Business Review and procurement assessment

7a.

8.

9.

10.

10b.

14a.

14b.

15.

16.

17.

TRANSITION AND TIMELINES The following diagram illustrates the transition items and timeline for setup of CompuCom’s web based system.


Project Milestones & Timeline


Transition Flow Diagram


15. Describe your company’s Customer Service Department (hours of operation, number of service centers, etc.)

State, Local & Education (SLED) Customer Care Team [email protected] Phone 800-400-9852 x 2 The SLED Customer Care Team is the initial point of contact for: Quotes, pre-sales questions, order-placement, order status, post-order procurement support. The SLED team covers the United States and is available toll free via telephone and email from 8 a.m. Eastern Time until 5 p.m. Pacific Time, Monday through Friday. Regional Software Solutions Specialists in individual TCPN customers may provide longer hours. Support for the TCPN Cooperative Agreement will be provided by CompuCom’s Headquarters, located in Dallas Texas. Although CompuCom has over 100 locations in North America, this contract is primarily geared towards a remote (or phone, email, fax and EDI) set of transactions and interactions, and therefore is best handled from our most central location. The Dallas headquarters of CompuCom are also the location for many of our national and International software sales support teams, therefore access to enhance/grow the TCPN support team, if needed is readily available and can be achieved promptly to enhance customer satisfaction.

GREEN INITIATIVES

➢ We're committed to helping to build a cleaner future! According to the U.S. Census Bureau, the world population is expanding at a mind-boggling rate. The world reached 1 billion people in 1800; 2 billion by 1922; and over 6 billion by 2000. It is estimated that the population will swell to over 9 billion by 2050. That means that if the world’s natural resources were evenly distributed, people in 2050 will only have 25% of the resources per capita that people in 1950 had. The world has a fixed amount of natural resources - some of which are already depleted. So as population growth greatly strains our finite resources, there are fewer resources available. If we intend to leave our children and grandchildren with the same standard of living we have enjoyed, we must preserve the foundation of that standard of living. We save for college educations, orthodontia, and weddings, but what about saving clean air, water, fuel sources and soil for future generations? 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 TCPN to reduce our carbon footprint, reduce waste, energy conservation, ensure efficient computing and much more. To that effort, we ask respondents to provide their companies environmental policy and/or green initiative. CompuCom has a small ecological footprint. It is a service provider for and value-added reseller of finished Information Technology (IT) products and operates only a few large facilities, along with many virtual workers and service-related home offices. CompuCom primarily purchases finished IT goods from manufacturers of IT products, including IBM, Toshiba, Dell, Hewlett-Packard, among many others. Each of these suppliers conforms to published corporate policies regarding environmental protection. CompuCom is committed to helping improve the world in which we live through being a more eco-conscious company and community of associates. Our “PlanIT CompuCom” initiative is dedicated to green projects and promotes the education and implementation of Green living for our organization, clients and associates.


CompuCom takes responsibility for the company’s Green policies and empowering associates to make a change in their professional and personal lives. PlanIT CompuCom facilitates a culture of eco-conscious policies and provides the training for Green-living. The initiatives listed below will reduce overall consumption of fuel, electricity and paper materials and ultimately reduce the combined carbon footprint of CompuCom and our clients. Green IT service solutions for our clients:

A primary component of the CompuCom Next Generation Data Center solution is virtualization. According to Gartner, effective application of virtualization technologies can reduce server energy consumption by up to 82% and floor space by 85%.

CompuCom has adopted the use Intel® vPro™ technology in our Integrated Infrastructure Management (IIM) solution. IDC states that in some cases this technology yields more than $400 in annual per-device TCO derived from both performance improvements and cost reductions around improved energy usage and more flexible and capable systems management

Using Intel’s VR-Zone Performance and Energy Cost Savings Estimator, the 1,600 Intel® vPro™ systems purchased from CompuCom will provide approximately $600,000 in energy savings over the life cycle of the systems.

The CompuCom Equipment Disposition Program (EDP) helps our clients manage the re-use or disposal of aging assets. We dispose of equipment using EPA-certified companies who will provide EPA certification documentation and we do so in full compliance with government-mandated regulations concerning disposal of computer equipment. At one of our EDP facilities, this service produced the following results over the reporting period: ▫ Received 1,000,000+ assets ▫ Triaged more than 200,000 assets ▫ Managed donation of 75,000+ assets on behalf of our clients ▫ Re-deployed more than 55,000 assets ▫ Sold more than $2 million of scrap equipment ▫ Returned more than $1.4 million back to our clients

Key Green initiatives include:

Ensuring our dispatch associates travel as efficiently as possible. Managers are responsible for reviewing our dispatch cases at regular intervals to eliminate unnecessary travel between client sites.

Optimizing product shipments. CompuCom uses the best carrier and service level, depending on shipment size, delivery time and carrier transit times, reducing transportation emissions and costs. Daily shipping reports are reviewed to build multi-order consolidations to final destinations.

Some of the new initiatives under consideration are:

Promoting eco-friendly travel Offering one day paid time off per year to volunteer in Green and Environmental causes or community

projects Front and back printing Reducing waste though re-usable materials


VENDOR CERTIFICATIONS (IF APPLICABLE)

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. Although CompuCom is not a certified M/WBE or HUB, at CompuCom, we believe diversity is a key driver of our success. CompuCom Systems, Inc., in its further commitment to Supplier Diversity, is a member of the National Minority Supplier Diversity Council. CompuCom Systems, Inc. is active in the Dallas/Fort Worth Business Development Council, sitting on several committees and subcommittees. CompuCom Systems, Inc. Senior Management is further committed to the advancement of diversity initiatives in the community in which we live and work. CompuCom Systems, Inc. (“CompuCom”) has in good faith initiated and pursued ways to find and use WMDVBE and HUB suppliers. It is CompuCom’s sincere desire to meet our two primary objectives. Among the foremost is to grow our WMDVBE and HUB activity. Nearly 25% of CompuCom subcontractors are listed diversity suppliers. CompuCom’s FY2009 spend with diversity partners was over $34M. CompuCom is willing to work with TCPN and its entities to determine M/WBE and HUB participation.


TAB 4 – PRODUCTS / SERVICES Vendor(s) shall, at the request of any member institution, perform and provide these products and/or covered services under the terms of this agreement. The supplier shall assist the end user with making a determination of their individual needs, as stated below.

PRICING: Vendor shall submit pricing based on a discount from a manufacturer’s published price list. Electronic price lists must accompany the proposal. The following is a list of suggested (but not limited to) categories. List all categories along with manufacturer that you are responding with.

Animation & Modeling Business Productivity Digital Publishing Digital Video Engineering & CAD Health & Science K-12 Languages Licenses Math Music & Audio Programming Film & TV Production Operating Systems and Utilities Security Test Prep Training Utilities Web Publishing

As a vendor-neutral provider of products and services, CompuCom is unique in its ability to provide unbiased support through our knowledgeable Software associates in helping TCPN and its entities in determining the best solution for the situation. Additionally, CompuCom can customize its web based system to offer the products in the categories requested.


TAB 5 – REFERENCES 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:

Entity Name Contact Name and Title City and State Phone Number Years Serviced Description of Services Annual Volume

Reference 1 Entity name CA State Teachers Retirement System

Contact name and title Dave McHenry, IT

City and State Sacramento, CA

Phone Number (916) 414‐6914

Year Serviced 10

Description of Services Microsoft EA and other software publishers

Annual Volume $300,000.00

Reference 2 Entity name CA Department of Rehabilitation

Contact name and title Kiki Akers, IT Specialist


Phone Number 916‐445‐5012

Year Serviced 2


Annual Volume $1,800,000.00

Reference 3 Entity name Employment Development Department

Contact name and title Jason Adams, IT Procurement Specialist



Year Serviced 10




Reference 4 Entity name County of Santa Clara

Contact name and title Julie Toy, IT Procurement Specialist

City and State San Jose, CA


Year Serviced 6

Description of Services Microsoft EA


Reference 5 Entity name The City of Los Angeles

Contact name and title Kirk Yamamoto, Sr. Systems Analyst, Information Technology Agency

City and State Los Angeles, CA


Year Serviced 1998 to present

Description of Services

CompuCom holds LA's city‐wide software contract ‐ handles all software for City (except mainframe and a few specialty publishers)


Reference 6 Entity name City of Riverside

Contact name and title Jim Smith, Systems Support Manager

City and State Riverside, CA



Description of Services All Microsoft software


Reference 7 Entity name Los Angeles World Airports (LAWA)

Contact name and title Shahla Dallalzadeh

City and State Los Angeles, CA



Description of Services All software (except mainframe)



Reference 8

Entity name San Bernardino County Human Services System (HSS)

Contact name and title Vince Bradley, ITSD/SOS BSA III

City and State San Bernardino, CA



Description of Services All Microsoft software, other software, some hardware


Reference 9 Entity name CA Dept of Justice Hawkins Data Center

Contact name and title Debbie Rice, Staff Information Systems Analyst

City and State Sacramento, CA 95820


Year Serviced 5

Description of Services Microsoft licensing ‐ Select & EA


Reference 10 Entity name Legislative Data Center

Contact name and title Keith Coben, Buyer



Year Serviced 10

Description of Services Microsoft, Adobe, Symantec, VMware, RIM, Acronis, Attachmate licensing



TAB 6 – PRICING

ELECTRONIC PRICE LISTS Respondents must submit products, services, warranties, etc. in price list. Prices listed will be used to establish the extent of a manufacturer’s product lines, services,

warranties, etc. that are available from a particular bidder and the pricing per item. Electronic price lists must contain the following: ▫ Manufacturer part # ▫ Vendor part # (if different from manufacturer part #) ▫ Description ▫ Manufacturers Suggested List Price and Net Price

Net price to TCPN (including freight) Media submitted for price list must include the respondents’ company name, name of the

solicitation, and date on CD, DVD or Flash Drive (i.e. Pin or Jump Drives). Please submit price lists and/or catalogs in electronic form only.

NOT TO EXCEED PRICING TCPN requests pricing be submitted as not to exceed for any participating entity. Unlike fixed pricing the awarded vendor can adjust submitted pricing lower if needed but, cannot

exceed original pricing submitted for solicitation. Vendor must allow for lower pricing to be available for similar product and service purchases.

CompuCom acknowledges the above and has provided two pricing lists, Government pricing and Academic pricing, as requested on a DVD in Excel spreadsheet format, “CompuCom Government Pricing for TCPN.xls” and “CompuCom Academic Pricing for TCPN.xls”. The Government price list included with this bid response does not reflect the cost of freight. The majority of part numbers reflected on the Government price list spreadsheet are licenses or maintenance. Both licenses and maintenance are delivered electronically (via email) and there are no freight charges. Media and documentation is typically delivered electronically, and also does not incur any freight charge. For the small number of part numbers on the price list which do require physical shipment, including physical media (e.g. CD, DVD); the cost of freight can vary from zero upwards depending on the individual order. Often distributors will drop-ship (on CompuCom’s instructions) directly to the TCPN customer at zero shipping charge, CompuCom refuses to add a shipping charge to the TCPN customer when CompuCom has not been charged one by the distributor or publisher. Where shipping charges are applicable, often CompuCom can negotiate that shipping charge to zero, or minimize the shipping charge below standard rates, due to consolidating orders with the distributor. CompuCom is confident we can provide zero or ‘lower than standard’ shipping charges, and therefore will not burden the price list with a set shipping cost, which then becomes a ‘profit center’ for less customer-focused resellers. Where shipping charges are required CompuCom shall alert the customer of the exact dollar amount and shipping options prior to accepting an order.


PASS-THROUGH WARRANTY AND OTHER RIGHTS As a reseller, end-user warranties and liabilities (with respect to any third party hardware and software products provided by CompuCom) shall be provided as a pass-through from the manufacturer of such products. All software products are subject to the license agreement of the applicable software supplier, as provided with the software packaging or in the software at time of shipment. All prices are subject to change based on re-leveling by Microsoft or change of reseller incentives by Microsoft.


TAB 7 – MISCELLANEOUS Please include any additional products and/or services not included in the scope of the solicitation you think will enhance and add value to this contract for TCPN participating agencies. CompuCom offers a diverse set of IT products and services to address the complete Information Technology needs of the clients we serve. We would like to extend the following product and service categories to the TCPN entities that would be considering the software products listed in this proposal response. The associated prices for each category are listed on a cost plus basis. Cost is defined as the OEM General Availability (GA) cost to all authorized resellers at the time of order. Specific product numbers or SKU’s will be offered in an online electronic catalog once CompuCom has conducted a complete needs analysis of the functional and operational requirements common to all TCPN users.

Cisco Networking Products GA Cost Plus (%) Cisco Routers 7% Cisco Switches 7% Cisco Wireless 8%

HP Networking Products GA Cost Plus (%) HP Routers 7% HP Edge Switches 7% HP Wireless 7%

HP Server Products GA Cost Plus (%) ProLiant Blade Servers 7% ProLiant Rack Servers 7% Unix Servers 10%

HP Storage Products GA Cost Plus (%) P4X00 Storage 7% EVA Series Storage 7% XP24xxx Storage 7%

HP Personal Computers GA Cost Plus (%) ProLiant Workstations 7% ProLiant Laptops 7% HP Thin Clients 7%

HP Standard Services GA Cost Plus (%) HP CarePak Services 10% HP Product Services 10%

IBM Server Products Cost Plus (%) Blade Servers 7% Rack Servers 7% p-Series Servers 10%

IBM Storage Products Cost Plus (%) 7%

Lenovo Personal Computers Cost Plus (%)


Lenovo Workstations 7% Lenovo Laptops 7%

IBM Standard Services Cost Plus (%) 10% 10%

Documents

COMPUCOM PROPOSAL FOR: SOFTWARE … TCPN Contract.pdfCOMPUCOM PROPOSAL FOR: SOFTWARE PRODUCTS AND SERVICES ... Response: Technical Advice for hardware and software hardware is usually,