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Feature Feature Description Online BiIIPa Receive notification as soon as an ACH return is ACH Return Report reported, allowing you to monitor potential X delin uencies. CSR access to a full featured portal for doing Full Featured Customer Payment and billing research, as well as support Service Portal (CSR customer configurations on their behalf: Issue X Portal) reset passwords, modify paperless and AutoPay preferences, resend eBills, add or remove a ment rofiles. Ability for customers to submit requests securely Two-way, Secure via the user portal to the CSR portal. Ability for Customer Service the CSR to reply securely, and "close" the X Communication Tool request when resolved. Communications are archived forever as reference. SECTION 2 - Experience Provide a summary of the vendor's prior experience with similar projects. This section should include specific and detailed descriptions of similar projects pertormed previously, project results, client name, and year completed. As mentioned in the Executive Summary, InfoSend is able to provide the City of Redwood City unmatched Electronic Bill Presentment and Payment services as a compliment to its current BiIlPrint and Mail service. InfoSend's EBPP service is an extension of our BiIlPrint and Mail offering, meaning that the experience we have garnered from processing and printing the City's bills since 2007 will translate to a very smooth EBPP implementation process. InfoSend does not require the City to make revisions to its data export, and will continue to process statements in the same manner as today's setup. The City will continue to enjoy InfoSend's job tracking tools as well as receive the same excellent ctient services support provided to our clients. In addition to reflecting on the service InfoSend currently provides the City of Redwood City, we have included a few client profiles for your review. These profiles match similar requirements requested of InfoSend by the City. Furthermore, as another testament to the quality of our EBPP product and service, we welcome you to contact our references provided later in this response. Azusa Light and Water is a municipal utility that is wholly owned by the City of Azusa, CA. Azusa L&W has been using InfoSend printing and mailing services since 2002 and our EBPP service since 2008. Their current production volume is approximately 430,000 bills per year. Azusa Light and Water utilizes a custom preprinted form with a lockbox compatible micropertoration. InfoSend selectively inserts the #9 Business Return Envelope according to a customer's AutoPay and paperless billing status. InfoSend designed the Azusa L&W web portal to look like the City's website and built in custom business logic for the client. The l0