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CSC NO. 46514-A2
AMENDMENT NO. 2 TO
CITY SECRETARY CONTRACT NO. 46514
This Amendment is entered into by and between the City of Fort Worth (hereafter
"City"), a home rule municipal corporation organized under the laws of the State of Texas, with
its principal place of business at 1000 Throckmorton Street, Fort Worth, Texas, and Tooty, Inc.
(hereafter"Contractor"), an Illinois corporation.
WHEREAS, the parties have previously entered into City of Fort Worth City Secretary
Contract No. 46514 (the "Contract"), which was executed on March 13, 20I5; and
WHEREAS, the Contract was amended to include travel costs by Amendment 1; and
WHEREAS, the original term of the Contract expires on February 29, 2016; and
WHEREAS, the parties wish to renew the Contract for an additional annual term and to
amend the scope of services to allow for training of additional staff in customer service skills;
NOW, THEREFORE, City and Consultant, acting herein by the through their duly
authorized representatives, enter into the following amendment to Contract No. 46514, as
previously amended, by this Amendment No. 2 to the contract:
1.
The term of Contract No. 46514, as previously amended, is further amended to renew the
term for the period from March 1, 2015 to February 28, 2017.
2.
Effective immediately upon execution of this Amendment, the Statement of Work and
Fee Schedule is amended as shown in the following tables, attached hereto as Exhibits A and B.
3.
All other provisions of the Contract which are not expressly amended herein shall remain
in full force and effect.
4.
OFFICIAL RECORD
CITY SECRETARY
FT.WORTH,TX
The individual signing this agreement hereby warrants that he/she has the legal authority
to execute this agreement on behalf of the respective party, and that such binding authority has
been granted by proper order,resolution, ordinance or other authorization of the entity. The other
party is fully entitled to rely on this warranty and representation in entering into this Agreement.
Executed on this the6L day of 2015.
CITY OF FORT WORTH: TOOTY,INC.
By: ,�2j� By:
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Fernando Costa Lori Miller
Assistant City Manager President
Date: Date: � d
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APPROVED AS TO FORM AND LEGALITY:
By: k
Arthur N. Bashor
Assistant City Attorney
Contract Authorization:
M&C: Not Required
Amendment No.2 to CSC No.46514
Page 2 of 7 OFFICIAL RECORD
CITY SECRETARY
FT. WORTH, TX
EXHIBIT A
STATEMENT OF WORK
FOR NON-CALL CENTER STAFF
1. Contractor shall develop a Call Monitoring Program for the City (for designated
departments).
2. Contractor shall provide Secret Shops as requested for each representative. Secret
Shopper evaluations shall follow the below criteria.
3. Contractor shall conduct benchmark calls and evaluations
• To benchmark department/employee conversations, the Contractor shall:
o Conduct secret shops as requested by City
o Evaluate the benchmark data and provide to the City. Key areas for
evaluation include soft skills, questioning skills, and effectiveness and
accuracy of information given.
o Produce an executive summary which outlines the individual/department's
strengths and weaknesses, and suggested options for improvement including
training, coaching and scripting shall be provided to the City within 30 days.
4. Create Performance Evaluation Scoring System and Scripts
• Contractor shall provide online access for managers to audio recordings of
conversations, scored performance evaluations, a coaching tool and statistical
reporting.
• Based on the benchmark results and City's input on requirements for each
representative regarding customer experience and the proper information to provide
to residents/customers, Contractor shall create a procedure for each call type. The
scripts shall include a proper greeting, assessment questions for specific scenarios,
and the correct answers or information to be provided to residents/customers. Based
on the script(s), point values will be assigned to each skill.
Amendment No.2 to CSC No.46514
Page 3 of 7
5. Monthly Secret Shopper Calls and Evaluations
• The audio, scored performance evaluation, online access to results and reporting are
provided. Contractor shall perform Secret Shopper calls per representative each
month as requested by the department.
6. Training
The Contractor's recommendation is to roll-out the program and introduce some of the
scripts in a classroom setting.
Sample Agenda for half-day session:
— Voice, wording and attitude—How the residents and businesses perceive the City
through its employees
— Explanation of the program
— Introduce the script and roleplay
— Review expectations going forward and provide tips for success
• Contractor shall roll-out the program and provide classroom-style or web based
training on the department's requirements to managers, supervisors and
representatives.
• Contractor shall offer the training as required by department to allow for the entire
team to attend. It is critical that the training sessions include image or branding and
how a customer perceives each representative based on voice, attitude and wording
choice.
• Contractor's training sessions shall include instruction on voice and attitude
projection through role play sessions.
• Contractor's training shall also review and explain the performance scoring program
and related scripts that detail the best way to handle common customer interactions.
• Contractor shall also create and present expectations for monthly evaluations.
Additional Training Detail
Amendment No.2 to CSC No.46514
Page 4 of 7
All webinars and classroom training are customized for the City, but the material created
is the intellectual property of the Contractor. A webinar and/or classroom module can be
created for any script or education point.
Roll-out of the program—The training will open with image or branding and how a
customer perceives each representative based on voice, attitude and wording choice.
Contractor's signature training program is Telepicting0 which focuses on how a
customer pictures a person and the organization based on a phone conversation.
A managers-only session shall include all of the above and best practices for reviewing
calls and evaluations to effectively help each representative grow and improve. The
Contractor offers a call review tool built into the on-line system to help keep track of
coaching and reviews. Suggestions to help motivate the team manage call volume and
determine proper staffing can be added to this session. It would be most cost effective to
have the Contractor's trainer work with the manager and supervisors while on-site for the
training.
7. Coaching
• The Contractor shall provide one-on-one coaching, as requested, over the telephone
for anyone who may be challenged or new employees.
Amendment No.2 to CSC No.46514
Page 5 of 7
EXHIBIT B
FEESCHEDULE
Compensation to be paid shall be in accordance with unit prices in the table below. The
total fee paid by the City shall not exceed a total of thirty five thousand, five hundred
sixty dollars ($35,560.00) per contract year. There is no guarantee of any minimum
amount of work to be authorized by the city under this contract.
Service Description Per Line Item
Creation of Performance Creation of the scripts and $1,000 per two scripts
Evaluation Scoring System skill requirements for the
call types to be evaluated
and on-line access to reports
and audios
Benchmark calls and The number of calls to be $50
evaluations made per representative
Monthly secret shopper The audio recording of the $40 per call up to 100 calls
calls and evaluations secret shopper call, scored $38 per call 101 to 250
"The City has the option performance evaluation, on- calls
of having some calls made line access to results and
in Spanish although the reporting are included.
evaluations will be in
English
Training Classroom $1,800 per da
Webinars The webinar content $75 per attendee, $300.00
includes introduction of a billing minimum per 1 hour
script(s), what the webinar
representative is required to
do, education on the right
procedures, answers to
common questions and role-
pi
Coaching One-on-One coaching over $50 per 30 minutes
the phone for anyone who
may be struggling or new
employees who come on
board
Additional Consulting or Anything requested above $95 per hour
Reporting and beyond the Scope of
Services.
Amendment No.2 to CSC No.46514
Page 6 of 7
Travel Expenses* Additional costs of travel Not to exceed $10,000
expense associated with
training services
Not to Exceed Amount $35,560.00
*Travel costs for the purpose of Contractor travel to Fort Worth for the purpose of
delivering training as described in the Contract shall be reimbursed at a rate not to exceed
the United States General Services Administration Per Diem and Lodging Schedule in
effect at the time of travel.
Amendment No.2 to CSC No.46514
Page 7 of 7