Loading...
HomeMy WebLinkAboutReso - CC - 122-2025RESOLUTION NO. 122-2025 A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF BURLINGAME AUTHORIZING THE CITY MANAGER TO EXECUTE A THREE-YEAR AGREEMENT WITH ALARM PROGRAM SYSTEMS, LLC FOR ALARM PROGRAM ADMINISTRATION SERVICES WITH THE OPTION TO RENEW SERVICES ANNUALLY THEREAFTER; AND INCREASING THE GENERAL FUND BUDGET APPROPRIATION FOR THE POLICE DEPARTMENT BY $16,000 WHEREAS, the City of Burlingame’s alarm program is managed internally by the Police Department with support from the Finance Department; and WHEREAS, the City of Burlingame desires to partner with a third-party contractor to streamline operations, enhance compliance, and improve service delivery; and WHEREAS, the City of Burlingame has identified Alarm Program Systems (APS) as the preferred vendor due to its extensive experience and success in managing municipal alarm programs; and WHEREAS, the Parties have negotiated a service agreement; and WHEREAS, an increase to the General Fund appropriation for the Police Department in the amount of $16,000 is necessary to cover the cost of the service. NOW, THEREFORE, BE IT RESOLVED, that the City Council of the City of Burlingame hereby approves and authorizes the City Manager to execute a three-year agreement, in the form attached hereto, with Alarm Program Systems, LLC for alarm program administration services for the term of November 4, 2025, to November 3, 2028, with the option to renew services annually thereafter; the agreement includes an 18% revenue-sharing fee structure from permit and permit renewal fees, as well as false alarm fees, bound by the general terms and conditions as attached hereto and incorporated herein; and BE IT FURTHER RESOLVED that an increase of General Fund budget appropriation for the police department by $16,000. ______________________________ Peter Stevenson Mayor I, Meaghan Hassel-Shearer, Clerk of the City of Burlingame, hereby certify that the foregoing Resolution was duly and regularly introduced and adopted at a regular meeting of the Burlingame City Council held on the 3rd day of November 2025, by the following vote to wit: Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC AYES: Brownrigg, Colson, Pappajohn, Stevenson, Thayer NOES: None ABSENT: None ______________________________ Meaghan Hassel-Shearer, City Clerk Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC CITY OF BURLINGAME, CA ALARM PROGRAM SYSTEM & SERVICE PROPOSAL SUBMITTAL DATE: 10/14/2025 Alarm Program Systems LLC 367 Civic Drive - Suite 10 Pleasant Hill, CA 94523 Phone: 510-267-0414 www.alarmprogramsystems.com Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 2 Executive Summary Ms. Yu -Scott Alarm Program Systems LLC. [APS] is pleased to present the City of Burlingame with a proposal to manage its alarm program. We are confident that our company can be a thoughtful and effective partner in your city’s goal to efficiently manage its Alarm Ordinance. The APS value proposition is simple: •We are the only nationwide solutions provider currently primarily focused on alarm ordinance management. •We offer a 100% web-based CRM platform built on Salesforce.com that provides flexible industry-leading capability. •We have the size, focus and processes to provide clearly superior service to any alternative in the marketplace. APS is headquartered in the San Francisco Bay Area and currently administers programs for 65 agencies. Our company handles 305,000+ alarm permits and processes 5,000+ false alarms monthly across its partner base. Over the course of our 10-year history, we’ve managed growth with a close attention to our core mission to provide the best service in this market segment. We’ve established by reputation a platform robust enough to maintain this standard from agencies servicing upwards of 800,000 citizens down to those servicing under 20,000. The APS application is a 100% cloud-based solution that enables collaboration, integration and automation between business units across multiple departments - creating a true municipal agency and citizen engagement solution. All program information is highly secure, stable, and accessible in real time from any device. APS is committed to meeting evolving industry data & payment processing requirements and standards. From the front-end citizen portal to the back end administrative interface, APS can leverage an industry leading technology stack to ensure that our product offering is constantly improving at the pace of current technology. On the service side, APS features an experienced customer support team that is well versed in all aspects in the management of an alarm program. Our staff will be trained on both Burlingame's Alarm Ordinance and the manor in which the city want’s it administered. To ensure that we operate as an effective face forward for our partner agencies, APS places a strong priority on responsive support via phone and email during all business hours. Additionally, our focused in person outreach to problem alarm sites has demonstrated effectiveness in both reducing aggregate false alarms while improving collection metrics. Helen Yu-Scott Finance Director City of Burlingame 501 Primrose Road Burlingame, CA 94010 Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 3 APS has taken the liberty of including an abridged Partner List (p. 42). By briefly reviewing, the evaluation team will see that just about one third of our current partners have worked with either CentralSquare/CryWolf or PM AM before migrating onto our platform. APS believes that it has firmly differentiated itself by the consistent level of service and responsiveness we provide to both our agency partners and the individual community members they serve. We believe the APS solution can help Burlingame significantly lower embedded agency costs, heighten public awareness, increase program revenues, meaningfully reduce false alarms, and free up valuable resources for public safety – all while maintaining a professional and responsive level of civic engagement. Included in this proposal document is the following: o Solution Overview o Implementation Schedule o Project Team o Scope of Service o Case Studies o References o Cost Proposal o Partner List Please do not hesitate to contact us if you have any questions. Sincerely, Jim Huchingson President Alarm Program Systems LLC. 367 Civic Drive, Suite 10 Pleasant Hill, CA 94523 Executive SummaryDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC SOLUTION OVERVIEW Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 5 APS shall, consistent with Burlingame’s current alarm ordinance and any future amendments, provide, operate, and maintain Burlingame’s Alarm Management Program. More specifically, we shall develop, provide, operate, and maintain the systems necessary to communicate with Burlingame’s designated officials, Alarm Companies, Police Department, and those members of its citizenry affected by the alarm ordinance. The APS platform will be tailored to fit Burlingame’s particular needs and objectives, and it will perform all functions necessary to satisfy same. It will acquire, access, assimilate, produce, record and store data relevant to the operation of Burlingame’s Alarm Management Program. It will generate and issue notices, permits and billing statements; track accounts receivables, account histories (including hearings and appeals); and generate reports. APS will provide accounting reconciliation services and accounting reports for all billing pursuant to Generally Accepted Accounting Principals monthly. This shall include monthly auditing to ensure accuracy. Said reports and all supporting documents will be submitted to the city within ten business days of month’s end with the fee share totals for approval. APS will securely import all existing alarm program records (permits, billings, payments/history, fees outstanding, etc.) from Burlingame’s current in house system and use it to populate live permit accounts with corresponding historical record of billings, payments, & false alarms. APS will notify households, businesses, and alarm service providers of alarm ordinance existence and requirements, using city-generated templates and language as required. APS will generate and issue notices, permits and billing statements; track accounts receivables; and generate reports. APS will provide Burlingame consultation on Ordinance updating, revisions, and design for no additional fees upon the city’s request. Solution Overview Solution Overview Based on the sizing of Burlingame’s false alarm program, APS is confident that we can deliver a successful transition of program administration within four [4] weeks. The APS implementation will have very little impact on Burlingame resources. APS will assign a project team rich in experience. Additionally, each of the members—from Project Manager, Technical Manager and Customer Support —are all principals who will be giving their full attention to a mutually successful deployment. Burlingame will have our undivided attention. Jim Huchingson, President, will serve as the dedicated Project Manager. Alarm Program Systems will provide Burlingame with a 100% web-based application that requires no hardware or software to be purchased. APS is prepared to work with all defined city personnel to ensure a to approach and successful implementation. Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 6 APS will establish an interface protocol with Burlingame’s current CAD vendor (Sun Ridge) and collect alarm call data weekly, or as otherwise required by Burlingame. We will provide for a secure, encrypted transmission of this data. APS will perform billing and payment collection functions consistent with the terms of Burlingame’s alarm ordinance. We will send written notice to alarm users who generate false alarms and actively pursue those who are delinquent in making their required payments. APS will provide an online alarm user portal where households and businesses can obtain and renew alarm permits, pay billings, view their alarm activity, view Burlingame’s alarm ordinance, update account information, and review FAQ's and responses thereto. APS will maintain a Toll-Free telephone number (M-F, 8am-5pm PST) that individuals may call to speak with someone about the specific details of their bills or to ask about the alarm permit program in general. Additionally, inquiries may be submitted via email and a timely response will be delivered to each inquiry received. APS will provide Burlingame with 24-hour emergency telephone number where an APS associate can be order,. APS will provide systems training to Burlingame employees engaged in the operation and/or oversight of Burlingame’s Alarm Management Program (in person if requested). APS will provide Burlingame with secure, online access to alarm management information, including, but not limited to, reports produced by Burlingame-defined search criteria. APS will produce and deliver reports to Burlingame in a timely manner as required or requested by the city, including, but not limited to, auto-notifications. APS will maintain evolving security standards for its systems and processes and provide Burlingame with documentation as appropriate or required. Alarm Program Systems is providing Burlingame with a detailed rollout schedule detailing the program migration from contract date to go live date. Solution OverviewDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 7 Implementation Schedule Contract Date Notice to Proceed Date Proposed Roll-Out Meeting: Day 1 •Conduct implementation status meeting between APS and city staff •Review and approve implementation plan Weeks 1-2 of Rollout Interface, Correspondence and Process Specifications •Establish a toll-free number and alarm program mailing address •Build Alarm Program website with ordinance and fee information data connections for online support and payment •Review CAD, financial (bank account, bank lockbox and/or city financial system) and online access specifications for city agents. •Draft and format for approval all correspondence templates o Existing Alarm User Notification o Alarm Company Letter o False Alarm Incident Notification o Burlingame Web Site Content •Establish hearing and appeal process steps •Work with city staff to build comprehensive roster of all jurisdictional alarm providers •Import all existing permit and false alarm data/history from current administrator •Import Alarm Company rosters electronically and manually as needed •Establish secure web-based interface with alarm Companies for ongoing roster management, licensing, outstanding invoices and current balance Implement and test business, alarm company, and citizen web functions •Alarm company self-service portal •Alarm user portal/alarm program website (online alarm class available) •Establish city administrative access to application •Embed links from Burlingame PD website(s) to alarm program website Midpoint Meeting: Day 14 •Appraise city staff of implementation progress; discuss remaining steps to ‘go live’ date Weeks 3-4 of Rollout Registration Implementation •Complete the import of all relevant data onto the APS platform – CryWolf Dataset/Format Import •Configure system logic for alarm ordinance workflow rules System Infrastructure and Interface Implementation •Establish, configure and test CAD alarm event and interface; establish FTP endpoint for reports •Establish a secure, electronic payment gateway (Stripe) Program Training •Train APS staff on the Burlingame’s alarm ordinance, objectives and execution plan •Train Burlingame program administrator(s) on APS application, optimize layout and click- through reporting features. Solution OverviewDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 8 Implementation Schedule Program Testing •Test all major system components, including interfaces, generation of communication templates, collection and customer service systems. Final Rollout Meeting: Day 28 •Address any remaining details GO LIVE •Begin the full-time management of the Burlingame Alarm Program Typical tasks and input from Burlingame staff may include: Collaborative design of all program documentation and communication strategies to Burlingame residents. Approval of all published content in support of the program—print and online versions. Monitoring of implementation performance on ongoing program performance. Provision of existing alarm program information in accessible file format. Collaboration on false alarm appeals and processes. Provide limited view of CAD database to set up false alarm report function and scheduled transmission Solution OverviewDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC PROJECT TEAM Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 10 Project Management Organization Jim Huchingson will serve as Project Manager and oversee all phases of the Burlingame partnership. His efforts will be concentrated on the development of a rollout plan and overseeing all phases of the migration project - including status meetings, data import, website development, and managing CAD and financial interfaces. Lisa Baxter will conduct Customer support training. She will train the train customer support staff on Burlingame’s ordinance, establish a protocol for appeals with the city, act as the ongoing manager of all alarm program appeals, and implement workflow rules for collection and billing. Tamara Hartsgrove will serve as the point person for data conversion and integration. She will take alarm program data in whatever form it currently exists and import it onto the APS platform. She will also assist in designing of any necessary CAD/RMS interface. After migration, continue to oversee false alarm data import on a regular weekly basis. Brett Glass will serve as Co-Manager on the project and coordinate regular progress meetings with Burlingame to ensure clear communication throughout the onboarding process. He’ll handle all communication materials for alarm company and citizen outreach. Brett will continue as Burlingame’s primary partnership contact after the program has been rolled out on the APS platform. These four key members of the team will serve as contact points for respective staff members in Burlingame focused on the False Alarm Management Program. Each has been with APS for between 6-12 years and have been integral in building what we believe is the best service/technology offering in alarm program management. •Brett Glass•Tamara Hartsgrove •Lisa Baxter•Jim Huchingson President Customer Support Partnership Data Integration Staffing ResourcesDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 11 Key Project Personnel Jim Huchingson Project Manager/President (12 years) Jim Huchingson is the President and founder (2012) of Alarm Program Systems, LLC. . Jim has over seventeen years of experience in designing, implementing, supporting and managing recurring revenue streams for many of the largest organizations in the world, including providing services to run the False Alarm Program for the City of San Francisco. He plays an integral part of the day-to-day operations including Customer Support, Finance and Product Development. Additionally, Jim is in charge of each implementation and the customer on- boarding process. Jim graduated with a Bachelor’s degree in Legal Studies from the University of California at Berkeley. Technology Background: •Salesforce.com •Force.com •Zendesk [Customer Support} •Permit and Licensing Process Development and Optimization •Product Development [Jim is the architect of the Alarm Program Systems application] •Customer Support Process Development •Heroku Web Development and E-Commerce Applications Lisa Baxter Training Manager/Customer Support (8 Years) Dedicated Customer Service Manager with 15 years of experience building, staffing, and overseeing high-functioning operations and service teams in both health care and technology verticals. Prior to APS, Lisa worked at Halt Medical (acquired by Acessa Health) and AcroMetrix. Lisa is responsible for service agent training as well as testing, modifying and implementing all customer support workflows. She heads the hearing and appeals process and has extensive experience in collections and billing. Brett Glass Vice President of Operations (6 Years) Customer outreach, product development, and compliance processes. Prior to joining APS, Brett had twenty years of experience in financial services & corporate management, including Hambrecht & Quist, Lake Union Capital (Managing Partner), First Albany (Managing Director), and JP Morgan. Bachelor of Arts, UCLA. Staffing ResourcesDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 12 Tamara Hartsgrove Implementation Manager (11 Years) Tamara is responsible for all new and running projects; working with developers and managers; creating testing plans, outlines and the implementation of CAD and software interfaces. She oversees quality assurance and data migration. She is proficient with systems such as Task, Microsoft Expression, Excel, SQL, Word, Access, OnTime, Microsoft Project, and Salesforce. Dave Krupinski Developer (11 Years) Full-Stack Engineer with a focus on Content Systems Architecture. Custom tools to generate, maintain, and distribute content across the web and mobile devices. Tasks include modifying, upgrading and optimizing the APS platform. Technology Background: •Ruby on Rails •NodeJS •HTML5 •MongoDB •Redis •MySQL •Haml •SQL Server •Slim •Javascript •JQuery •CoffeeScript •SpineJS •Prototype •Cold Fusion Darlene White Program Support Manager, (6 Yrs) Alarm company coordinator and customer service representative. Darlene leads on communication with over 140 alarm/monitoring companies servicing the US. She has been integral in building the APS alarm company portal network - enabling larger national alarm providers and their contracted monitoring companies to use APS proprietary technology to optimize permitting across our entire partner base. Ten years experience in investment banking, with roles as national and regional account executive (Integrity First Financial Group & Freedman, Billings & Ramsey). Staffing ResourcesDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC SCOPE OF SERVICE Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 14 Our firm has become a popular solution for law enforcement agencies who have chosen to implement a true CRM solution beyond simply invoicing and billing. The APS application is built on the Salesforce.com platform, which enables collaboration, integration and automation between business units, applications across multiple departments - creating a true municipal agency-citizen engagement solution. Utilizing the APS platform, Burlingame staff will have unlimited real-time access to all relevant data related to the alarm program’s operation. Though a simple, point and click interface, city administrators will have the ability to call data metrics (on any time frame) such as program revenues, current permits, refused permits, false alarm billings, outstanding receivables, past due balances, collection rates, upcoming renewals, etc. Custom reports can be designed for each user’s individual preferences. All reporting is easily exported to Excel, PDF, or other file formats. The APS CRM-rich feature set allows users (both city and administrator) to record an up-to-the-minute history of all customer service interaction related to each unique permit/account. Phone inquiries, emails, appeals, and agency notes can all be logged and shared by users to maximize collaborative efficiency. The APS application is a 100% web-based, secure platform built from the ground up on a technology stack unparalleled in the industry today leveraging the ongoing evolution of leading-edge applications such as: Building on Salesforce cloud-based architecture helps ensure that your alarm program’s functionality is able to upgrade in parallel with the rapid evolution of technology. Our commitment to constantly investing to provide the leading standard in both personal client service and technology translates to alarm management programs that experience both the lowest error rate and highest collection rate in the industry. Technology Technical ApproachDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 15 APS has a diverse collection of expert customer support professionals with a proven capacity to drive program revenue and false alarm reduction. From our project managers to our customer support staff, we employ only the most qualified individuals in the industry. We invest heavily in initial and ongoing training to maintain competency in support strategies, industry issues, client products and services, and general communication skills. Customer Service The APS staff will be available to assist citizens and business owners and to answer program and billing questions via access to a Toll-Free telephone number, chat and email. The APS customer service team will be available from 8am – 5pm PST, Monday through Friday, excluding major national holidays. An integrated voice response [IVR] and voice mail system will be enabled and customized for the use of Burlingame’s false alarm management program, including customer greetings and call routing. All calls not handled in real time will be returned within 24 hours from receipt. We can fully support an integrated customer support model whereby APS and Burlingame personnel collaborate and contribute together, not just in answering calls but for all program functions. The majority of requests are handled within 60 minutes or less. Additionally, our application infrastructure is based on the core customer relationship management principles. Accurate record keeping, familiarity with local issues and multiple communication channels (phone, email and chat) are key components to resolving customer inquiries. The APS Customer Service Team is kept up-to-date with security industry and agency relevant news through a dynamic feed straight into the APS application. APS uses Zendesk to track and manage all customer support interactions. All requests are logged and closed through Zendesk. Zendesk is a San Francisco based company and is regarded as the premiere customer support application worldwide. The training is comprised of four components: •Ordinance-Specific Training: Revenue events and triggers, policy guidelines and fee schedules. •Customer Support Training: Common objection handling review, FAQs and Burlingame program review will enhance team communication and collection skills. •Community Awareness Training: Our customer support team will review and disseminate all current community affairs and Law Enforcement news in Burlingame on a daily basis to ensure our staff can understand and communicate effectively with the residents of Burlingame. •Continued and Ongoing Training: Our team’s practical hands-on support experience is a great resource for improving the process and identifying ways to maximize false alarm reduction for our clients. We provide monthly “Leadership Lunches” with industry experts and support trainers from around the country. Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 16 All customer service interactions are tracked, measured and Zendesk provides us the capability for APS to measure response time and customer satisfaction. APS automates the entire process for generating permits, renewal notices, false alarm notices and permit suspensions. Permits/Address records are generated through electronic registration on the alarm user website: https://burlingameca.citysupport.org. Alarm company roster and CAD false alarm data is imported at a measured interval. When a permit/address record is established, APS time stamps and tracks every interaction with the record, including items such as status, status change date, total number of false alarms, outstanding balances, all fee notification history, permit renewal and expiration dates. Workflow rules are set with each field to create any number of automated actions based on the time stamp or value change. For example, 45 days from expiration date, renewal notice invoices are automatically generated. All invoices are attached as links to the permit record and can be viewed at any time. Alarm Permitting, Renewal & Suspension Customer Satisfaction and Measurement Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 17 Sample Permit Record in APS Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 18 Alarm User Web Portal In addition to submitting payments by mail, customers will have the ability to pay on- line. APS has a Web builder portal admin application to make any and all content changes quickly. Our secure website portal is built with the latest technology stack and is mobile-friendly for alarm users to interact with on any device or desktop. Alarm users can manage all of their permit and false alarm history in addition to paying fees online. Alarm users can also print a copy of their alarm permit from the web portal. Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 19 The APS application can track alarm user notification preferences such as mail, email or both mail and email correspondence. All email communication templates are stored and managed within the APS application. Electronic Billing Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 20 Sample False Alarm Billing Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 21 APS creates a list of related false alarms to each permit. APS captures all relevant fields and data from the original CAD record supplied by the Police Department. The false alarm count automatically adjusts every time a new false alarm record is added and triggers billing automatically at program-specific thresholds. False Alarm Tracking and Billing APS runs the false alarm invoicing job once per week, which looks for false alarm records on all permits that do not have an associated invoice. If there is no invoice, APS automatically creates a new invoice associated with the false alarm and with the corresponding amount based on the assigned false alarm count and the relevant fee table for the agency. Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 22 The APS application manages the entire appeals process online; no more sending cumbersome MS Excel files back and forth. We enable a list view that can be accessed by defined users and collaborated on in real time. All relevant details are extracted, hosted and can be accessed by any mobile device: alarm activation information, license account information and payment history. Burlingame can check the APS application on any interval to see the latest resident appeals and collaborate or participate in any decisions. Appeals Support The primary focus of any false alarm program is to reduce false alarms and create awareness in the community of the ordinance and its goals. APS publishes a weekly top offenders list, so our customer support staff and city is made aware of all problem alarm locations. The APS customer support team conducts outreach campaigns via email and phone to contact the highest false alarm count locations to help educate alarm users on how to avoid future false alarms and financial liabilities. False Alarm Reduction Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 23 Alarm School Online Education APS is proud to offer the premiere Online Alarm School in the industry. Alarm School Online is committed to reducing the number of false alarms by working with local law enforcement, municipalities and alarm monitoring companies to educate alarm users. Interactive, educational, and user-friendly, Alarm School Online empowers alarm users so they are never the cause of a false alarm dispatch. By completing the course, the alarm users can be proud of doing their part to reduce false alarm calls in their area. www.alarmschoolonline.com. There are a number of reports and dashboards pre-configured that can be accessed through the portal logins. Underlying each dashboard component is a report which can be manipulated to change the filter criteria if needed and downloaded to .XLS or .CSV file formats, if required. There are no charges for incremental report building and/or modifications. APS can configure an unlimited number of false alarm reports based on all available CAD fields for analysis, and all can be accessed in real time from any device. Dashboards and Reporting Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Reports – Customized Interactive Dashboard - Sample Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 25 Each day’s transactions are logged and audited, and the APS application can produce a variety of reports across any time frame needed. Each line item transaction has an associated payment batch audit record for reconciliation. False Alarm Financial Reports All reports can be easily exported to MS Excel: Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 26 Another frequently viewed dashboard report that is exported by our partner agencies is the “Top Offenders” list. Top Offenders List APS and Burlingame will reconcile the previous month’s deposits and online transactions on the first of each month. Based on these monthly reports, APS will invoice showing our fee calculation against all revenues collected. Once the invoice is approved, an ACH request would be made and funds deposited to the Burlingame designated bank via Bill.com. The monthly reconciliation report can be tracked in real time from the Burlingame dashboard page in the APS application and exported to Excel at any time. Month-End Remittance Process Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 27 Connect all program stakeholders with files, data, and read/write access to all Burlingame records — anywhere, anytime and from any device. Follow specific posts and actions of program staff internal to APS and externally from Burlingame. Connect, engage, and motivate staff with a Facebook-like timeline and history to work efficiently, regardless of their roles or locations. Collaborate on false alarm appeals, service cases, campaigns, and collections. Users of APS can subscribe to certain topics, groups or posts by users to stay up-to-date on all citizen interactions. Agency Collaboration – Read/Write Access & Chatter Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 28 One of the critical components of a successful alarm program is an efficient interface with growing multitude of service providers in the market. We have built strong relationships with the major regional and local alarm companies in addition to the larger national alarm companies. APS works closely with all alarm companies, outsourced monitoring platforms, and the emerging DIY offerings to maintain timely and accurate customer rosters. All alarm company roster files are imported and an Alarm Company Roster Batch record is created with the date of import and all of the relevant details that were updated with each matched record. All non-matched addresses get permits and invoices created on import for outreach via email or mail. Alarm Company Management In addition to proactively maintaining alarm user lists, APS offers an Alarm Company Self-Service Portal. Using a simple interface, alarm providers can access, view and manage their customer rosters online. Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 29 Security Procedures APS has implemented a firm-wide protocol to meet the guidelines of CJIS security standards. Though an alarm program administrator cannot achieve an official CJIS Certification, given its mandate it can through its internal processes ensure that is “CJIS Ready”. This establishes rigid administrative and technical safeguards used to access, collect, distribute, process, protect, store, use, send, dispose of, or otherwise handle all operational data. Personnel Security. Staff background screening. Security Awareness Training. All employees receive training in CJIS compliance standards. Data Encryption. The APS platform is built on Salesforce. Rigid encryption standards extend throughout the platform to the process of data transmission. System Login Procedure. •Two factor login identification. •Automatic lockout after 3 unsuccessful login attempts. •Event logging and auditing of all activities, including password changes. •Access restriction based on user profiles such as IP address, network, time of day, etc. Configuration Management. Changes and updates to the information system platform, architecture, hardware, software, and procedures are documented and securely stored. Physical Media Protection. All printed materials related to operations are securely stored or destroyed. Consultation. APS has committed to be scoped/audited by a qualified third party consulting firm on a regularly scheduled basis to ensure it maintains standards on an ongoing basis. Collection Procedures APS partner agencies realize some of the strongest accounts receivable metrics in the industry today. Agencies typically see collections rates of 85-95%. We adhere to the best collection processes in the industry, based on the following core principles: •Have a Defined Credit Collection Policy •Invoice Promptly and Send Statements Regularly •Use "Address Service Requested" •Aging Sheet and Balance Dictate Process •Well-Trained Staff •Accurate Record Keeping Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 30 1.Invoice – Accurate and Timely 2.Call Confirm receipt of invoice Confirm payment time frame Confirm point of contact 3.Voice Mail / Email Follow-Up 4.Collection Letter – Once accounts move 30 days past due, they appear on the collections report in “open status” and a letter is generated 5.Demand Call Payment plan option 6.Voice Mail / Email Follow-Up Collection Process Steps: All Past Due Accounts Flow Through the Following Stages: Past Due – Open Collection Letter Sent Promise To Pay Payment Plan Debt Dispute Skip Tracing If needed, APS can work with 3rd party collection agencies and provide such an agency with a login to the Burlingame collections report. Return Mail Handling The APS application integrates with Google Maps and provides an address verification component. We have some of the lowest return mail averages in the industry. All returned mail is handled by APS and all alarm location or billing location addresses are verified and/or updated dynamically via Google Maps or an agency supplied street table of valid addresses. Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 31 System Requirements Technology Infrastructure There are no system or network requirements for the APS solution. An internet connection from any device running a web browser is sufficient. Interface & Data Integration APS is built on the Salesforce.com platform which is the most robust, flexible and open cloud platform in the market today. There are hundreds of 3rd party integration tools and components to leverage; APS can support native level API integrations with all of the major software platforms and applications in the market today. Additionally, APS can support a variety of file level and SQL based integrations with drag and drop field mapping capabilities. We have seamlessly integrated with a variety of CAD and financial applications with our current customer set. CAD integration has been supported with a bi-directional interface, such that data elements like permit status and permit number can be placed back into the CAD system for dispatch. Access Security Salesforce.com provides an extremely powerful and flexible security architecture. This architecture lets users define how users log in, determining (for example) which IP ranges are acceptable, what hours of the day are allowed, how long sessions stay active for and so on. It also enables programmatic control, for example, which users may log in through a Web services API, and which endpoints a running application can connect to from the Force.com platform. The platform security architecture also lets users define administrative security permissions, and the security profiles let you determine who has access to which features and components - ranging from the set-up menu all the way through to read/write settings on an object or field. User logins are protected as follows: •Limit to the number of unsuccessful login attempts •Event logging of all activities, including login activities and password changes •Automatic session locks after 30 minutes of inactivity The record-sharing model enables an even finer level of security of Burlingame’s data, not only determining who has access to which records based on a user, role or group model, but also how these data records are shared among various users. o Salesforce performs real-time replication to disk at each data center, and near real-time data replication between the production data center and the disaster recovery center. o All networking components, SSL accelerators, load balancers, web servers, and application servers are configured redundantly. o All customer data is stored on a primary database server that is clustered with back-up database server for uninterrupted access. Superior System Integrity and Security on the Salesforce Cloud Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 32 Access control and physical security •24-hour manned security, including foot patrols and perimeter inspections •Biometric scanning for access •Dedicated concrete-walled Data Center rooms •Computing equipment in access-controlled steel cages •Video surveillance throughout facility and perimeter •Building engineered for local seismic, storm, and flood risks •Tracking of asset removal Environmental controls •Humidity and temperature control •Redundant (N+1) cooling system Power •Underground utility power feed •Redundant (N+1) CPS/UPS systems •Redundant power distribution units (PDUs) •Redundant (N+1) diesel generators with on-site diesel fuel storage Network •Concrete vaults for fiber entry •Redundant internal networks •Network neutral; connects to all major carriers and located near major •Internet hubs •High bandwidth capacity fire detection and suppression •VESDA (very early smoke detection apparatus) Dual-alarmed, dual-interlock, multi-zone, pre- action dry pipe water-based fire suppression o All customer data is stored on disk that is mirrored across multiple storage cabinets and controllers. o All Customer data, up to the last committed transaction, is automatically backed up to a primary tape library on a nightly basis. o Back-up tapes are immediately cloned on a second library to verify their integrity; and the clones are moved to secure, fire resistant off-site storage on a regular basis. These APS collocated facilities provide carrier-level support, including: Scope of ServiceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC CASE STUDIES Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 34 Case Study 3 – Escondido, CA APS successfully completed a migration of Escondido, CA from their home-grown platform at the end of 2016. Working in collaboration with the Police and Information Technology Departments, APS successful helped Escondido implement a revised ordinance to meaningfully increase registered alarm owners and educate them on program objectives - translating to a reduction in false alarms by 20%. Imported and cleaned 100+ alarm company records Reassigned existing $40,000.00 PD resource to more productive assignments. Sent out intro notification letters to 5,700 alarm users False alarm counts holding steady during annual alarm ownership increases of 10% Provided a collaboration platform to work in concert with Escondido Alarm Administration Staff Cleaned database of non-valid addresses Imported and managed 2,200 permits, invoices, payments and account history Went live with existing CAD export file Provided dynamic, real -time reports for review 87% collection rate. Contacted and worked with Alarm Companies to receive customer rosters Increased revenue from $19,000.00 to $275,000.00 in the first 12 months of operation Increased revenue from $19,000.00 to $275,000.00 in the first 12 months of operation Implementation time in 4 weeks Migration from home-grown database Roberta Akans Community Service Officer Escondido Police Department rakans@escondido.org Case StudiesDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 35 Case Study – Pierce County, WA APS successfully completed a migration of Pierce County, WA from the PM AM platform at the end of 2018. Working in collaboration with Program Coordinator, Dianna Mcinnely, APS was able to transition the alarm program in a one month window. Through its differentiated effort, APS meaningfully increased all relevant program metrics within its first year of partnership. Migration from PM AM database Implementation time in 4 weeks during the Christmas Holiday season Imported and managed 15,000 permits, invoices, payments and account history Imported and cleaned 100+ alarm company records Increased permit count by 5,000 in the first 8 weeks of operation Sent out intro notification letters to 15,000 alarm users Cleaned database of non-valid addresses Refunded alarm users not covered by County Provided dynamic, real-time reports for review Provided a collaboration platform to work in concert with Pierce County Alarm Administrator Went live with existing CAD export file Processed payments for $378,923.00 in the first six months of operation Program revenues tracking +36% y/o/y. Sue Stewart Alarm program Coordinator Pierce County Sherriff's Department sue.stewart@piercecountywa.gov Case StudiesDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Case Study –Colorado Springs, CO CSPD alarm program went live with the APS application in November of 2019.Working in collaboration with the Police and Information Technology Departments,APS successful migrated the Colorado Springs PD from a home-grown application to the APS platform. Imported and cleaned 265+ alarm company records CSPD & APS provide A hybrid customer service team,Tier I, Tier II support with live phone transfers Alarm ordinance modification broadcasts to 34,000 alarm users &265 Alarm Companies Automated Bi-monthly Alarm Company invoicing, emailed statements for all outstanding alarm user fees Provided a collaboration platform APS staff works in concert with CSPD Alarm Administration Staff as back-office support team Cleaned database of non-valid addresses CSPD manages the entire program $937,106.00 with 1 FTE Went live with existing CAD export file Provided dynamic, real-time reports for review Improved collection rates APS Contacted and worked with CSPD on Alarm Company Management to receive/manage customer rosters via the APS alarm company portal Implementation time in 8 weeks Migration from home-grown database APS provides a software solution and complete 100%back- office program support to CSPD APS back-office tasks and support includes: Alarm Company Management Alarm Company email broadcasts Alarm User email broadcasts PDF creation and emailing of all invoices and statements to Alarm Users &Alarm Companies Importing and matching false alarms Month end financial reconciliation support Tier II customer support –email,chat,live phone transfer,phone payments,ACH payments,CC payments,appeals Alarm ordinance consulting,recommendations and education Online Alarm School Updating APS application with any fee updates or ordinance modifications Shared access and visibility into Lockbox &Credit card processing accounts 36Copyright © 2022 Alarm Program Systems, LLC Experience & Technical CompetenceDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC REFERENCES Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 38 Palo Alto Police Department, CA 7/24-Present Heather Johnson, Code Enforcement (650) 329-2130 / heatherjohnson@cityofpaloalto.org Population: 65,000 Migrated from CryWolf Projected Collected Billings 2025: $300k Fee: Fixed Percentage of Revenues Current Outsourced Administrator Belmont Police Department, CA 10/21-Present Hanh Tran, Management Analyst (650) 595-7404 /htran@belmont.gov Population: 27,000 Migrated alarm program from in house solution Current Outsourced Administrator City of West Linn, OR 6/22-Present Joella Sorensen, Police Records Specialist (503) 742-6103 / jsorensen@westlinnoregon.gov Population: 27,000 Migrated from PM AM Current Outsourced Administrator Los Altos Police Department, CA 4/24-Present Sergeant Brian Jeffrey (650) 947-2770 / bjeffrey@losaltosca.gov Population: 30,000 Migrated from CryWolf Current Outsourced Administrator City & County of San Francisco, CA 3/14-Present Loretta Meng, Manager Cashiering-Remittance (628) 652-6586 Population: 850,000 Migrated from in house solution Current Licensed Partner References References Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 39 Queen Creek, AZ 9/23-Present Luz Fierro, Police Support Specialist Supervisor (580) 358-3535 /luz.fierro@queencreekaz.gov Population: 72,000 Migrated from in house solution Current Outsourced Administrator City of Vista, CA 2/23-Present Estella Muro, Code Enforcement (760) 639-6141 /emuro@vista.gov Population: 98,000 Migrated alarm program from Municipal.io *Program includes both intrusion and fire alarms Current Outsourced Administrator City of Corona, CA 7/23-Present Julie Kennicutt, Budget Manager (951) 739-4968 / Julie.Kennicutt@coronaca.gov Population: 160,000 Migrated from In House Solution Fee: Fixed Percentage of Revenues Current Outsourced Administrator References References Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC COST PROPOSAL Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC Copyright © 2025 Alarm Program Systems, LLC 41 The proposed Revenue Split will be based on total permit fees, renewal fees, false alarm fees, and any late or reinstatement fees billed & collected by APS from alarm users or alarm companies. All postage expense (first class postage and materials), banking fees, and credit card processing fees incurred in administering the program will be paid by the gross revenues of the program prior to the revenue share being calculated. These cost items will be itemized on each monthly reconciliation statement. **Burlingame can elect to pass credit card transactions fee to alarm owners at the point of purchase for online payments. The ‘Convenience Fee’ can be automatically calculated and displayed at our vendor’s cost (Stripe – 2.9% + $.30 per transaction). *APS will share the cost (50%) for an automated false alarm report configuration directly from Sun Ridge and the annual maintenance fee thereafter (Per Sunridge Quote - Initial Y1 Cost: $6,075; Annual Support & Updates: $675). There are no additional fees - including start up, implementation, data conversion, administration, technical support, and training. The APS platform is 100% cloud-based and will enable city administrators to log in and view all relevant program data in real time. It requires no introduction of software to the city’s technology infrastructure. Payment System APS will reconcile, on the first day of each month, the previous month’s deposits. Based on each monthly reconciliation, APS will invoice Burlingame showing all revenues collected and invoices paid. Once the invoice is approved, an ACH request will be made, and the City’s portion of the revenue shall be deposited to the City’s designated bank within 7 days of city’s approval of the invoice. Burlingame APS Notes 82%18%Revenue Share Cost Proposal – Revenue Share Cost ProposalDocusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC APS Partners Agency Department Type Description Population San Francisco, CA Finance Software License 850,000 Pierce County, WA Sheriff Outsourced PM AM Replacement 605,000 Albuquerque, NM Finance Software License CryWolf Replacement 560,000 Colorado Springs, CO PD Hybrid 491,000 Clackamas County, OR Sheriff Outsourced CryWolf Replacement 205,000 Glendale, CA PD Outsourced PM AM Replacement 200,000 Corona, CA PD Outsourced 160,000 Escondido, CA PD/Fire Outsourced 151,613 Rockford, IL PD/Fire Outsourced PM AM Replacement 147,000 Torrance, CA PD Outsourced 144,500 Fullerton, CA PD Outsourced 140,000 Concord, CA PD Outsourced 129,000 Carlsbad, CA Finance Outsourced 114,411 Boulder, CO PD Outsourced CryWolf Replacement 107,125 Fort Myers, FL PD Outsourced PM AM Replacement 97,000 Hawthorne, CA PD Outsourced AlarmTrak Replacement 87,495 San Ramon, CA PD Outsourced 75,500 Walnut Creek, CA PD Outsourced 69,200 Greenville, SC PD/Fire Outsourced CryWolf Replacement 67,737 Montebello, CA PD Outsourced 63,192 National City, CA PD Outsourced 61,121 Gardena, CA PD Outsourced AlarmTrak Replacement 60,048 San Rafael, CA PD Outsourced 59,070 Sarasota, FL PD Outsourced CryWolf Replacement 57,021 Novato, CA PD Outsourced 55,642 Cathedral City, CA PD Outsourced 54,056 Placentia, CA PD Outsourced PM AM Replacement 52,157 Cypress, CA PD Outsourced 49,000 Covina, CA PD Outsourced PM AM Replacement 48,000 Palm Springs, CA PD Outsourced 47,689 San Luis Obispo, CA PD Outsourced PM AM Replacement 47,402 Morgan Hill, CA PD/Fire Outsourced Phoenix Group Replacement 45,037 Danville, CA PD Outsourced 44,631 Culver City, CA PD Outsourced 39,364 Oregon City, OR PD Outsourced PMAM Replacement 37,500 Manhattan Beach, CA PD Outsourced 35,500 Pleasant Hill, CA PD Outsourced CryWolf Replacement 34,987 Summit County, CO Sheriff/911 Outsourced CryWolf Replacement 31,000 West Linn, OR PD Outsourced PM AM Replacement 27,600 Docusign Envelope ID: A2547D46-C674-4381-9D7A-A04068790FCC