HomeMy WebLinkAboutContract 35814CITY SECRETARY �/
C�NTRACT IVp .
AGREEMENT FOR PROFESSIONAL SERVICES
THIS AGREEMENT ("Agreement") is made and entered into between THE CITY OF FORT
WORTH, a home rule municipal corporation of the State of Texas ("City"), acting by and
through Libby Watson, its duly authorized Assistant City Manager, and ETC INSTITUTE,
a Kansas corporation ("Consultant"), acting by and through Chris Tatham, Vice President, its duly
authorized representative.
RECITALS
WHEREAS, City has a substantial need to obtain information regarding its residents'
opinions regarding the quality of customer service provided by City employees;
WHEREAS, to obtain information regarding its residents' opinions, City desires to conduct a
sutvey of its residents;
WIIEREAS, City desires to hire a professional firm knowledgeable and eaperienced in providing
suivey seivices;
WHEREAS, Consultant has represented that it is staffed with personnel knowledgeable and
experienced in providing services of survey design, administi•ation, execution and analysis; and
WHEREAS, City and Consultant mutually desire to enter into a contract to have
Consultant perform suivey services.
NOW, THEREFORE, in consideration of the mutual covenants herein expressed, the
parties agree as follows:
AGREEMENT
Services. Consultant covenants and agrees to fully perform, or cause to be performed, with
good faith and due diligence, all objectives described in Eahibit "A," attached and incorporated herein
for all puiposes incident to this Agreement ("Services"). Services shall be performed according to the
schedule set forth in Exhibit "B," attached and incotporated hereinfor all purposes incident to �thisj ��� ����,;i;�� ��
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Agreement ("Services Schedule"). Any service deemed necessaiy by the Consultant, but beyond
the Seivices outlined in Exhibit "A," must be justified to and eapressly authorized by the City prior
to iinplementation of that service, and may, at the City's discretion, require an amendment to this
Agreement.
Term. Services shall be provided by Consultant for a term beginning upon full execution by the
parties, and ending on October 31, 2008, unless tei•minated earlier as provided herein.
Fee. In consideration of the Services to be performed hereunder by Consultant, City promises and
agrees to pay Consultant an amount not to exceed Ninety-Eight Thousand and Forty-Seven Dollars
($98,047.00) ("Fee"). The Fee shall be compensation for all Seivices, including any and all expenses
incurred in connection with performance of the Services. Upon completion of the Services in
accordance with the Services Schedule, and receipt of invoice by City, Consultant shall be paid in
accordance with the payment schedule attached as E�hibit "C," attached and incorporated herein
for all purposes incident to this Agreement ("Payment Schedule"). The Consultant must obtain
City authorization in advance for any and all charges beyond the Fee. It is understood that this
Agreement contemplates the provision of full and complete consulting services for this post contact
customer service satisfaction swvey project, including any and all necessaiy changes or contingencies
to complete the Seivices, for the Fee.
Data. City shall own any and all data compiled, analyses performed and reports drafted by the
Consultant in the fulfillment of the teims of this Agreement. The City of Fort Worth will receive the
complete dataset in an electronic format, preferably in DBF and SPSS formats. No data elements are
suppressed or culled out. Additionally, complete shapefiles should be transmitted to the City at the time
that Consultant transmits all other contt�act deliverables. Shapefile should be delivered in a geographic
projection with the coordinates being in latitude and longitude in decimal degree format.
Termination. Either party may cancel this Agreement at any time and for any reason by providing the
othet• party with thirty days written notice of termination. Upon Consultant's receipt of such notice by
City, Consultant shall immediately discontinue all Services and the placing of all orders or the
entering into of contracts for all supplies, assistance, facilities and materials in connection with the
performance of this Agreement, and shall proceed to cancel promptly all eaisting contracts insofar as
they are chargeable to this Agreement. In the event this Agreement is terminated prior to
�a
expiration of the Term, City shall pay Consultant only for Services actually rendered as of the
effective date of termination, in accordance with a final statement submitted by Consultant
documenting the performance of such Services. Upon termination of this Agreement for any
reason, Consultant shall provide City with copies of all completed or partially completed documents
prepared under this Agreement.
Independent Contractor. Consultant shall operate hereunder as an independent contractor and not as
an officer, agent, servant, or employee of City. Consultant shall have eaclusive control of and the
exclusive right to conh�ol the details of the Setvices performed hereunder, and all persons performing
same, and shall be solely responsible for the acts and omissions of its ofiicers, agents, servants,
employees, subcontractors and program participants. The doctrine of respondeat superior shall not
apply as between the City and Consultant, its officers, agents, servants, employees,
subcontractors, or progi•am participants, and nothing herein shall be construed as creating a
partnership or joint enterprise between City and Consultant. It is expressly understood and
agreed that no officer, agent, employee, oi� subcontractor of Consultant is in the paid service of City.
Indemnification.
CONSULTANT COVENANTS AND AGREES TO INDEMNIFY, HOLD HARMLESS AND DEFEND, AT ITS
OWN EXPENSE, CITY AND ITS OFFICERS, AGENTS, SERVANTS, AND EMPLOYEES FROM AND
AGAINST ANY AND ALL CLAIMS OR SUITS FOR PROPERTY LOSS OR DAMAGE AND/OR
PERSONAL INJURY, 1NCLUDING DEATH, TO ANY AND ALL PERSONS, OF WHATSOEVER KIND OR
CHARACTER, WHETHER REAL OR ASSERTED, ARISING OUT OF OR IN CONNECTION WITH THE
EXECUTION, PERFORMANCE, ATTEMPTED PERFORMANCE OR NONPERFORMANCE OF THIS
AGREEMENT AND/OR THE OPERATIONS, ACTIVITIES AND SERVICES DESCRIBED HEREIN,
WHETHER OR NOT CAUSED, IN WHOLE OR IN PART, BY ALLEGED
NEGLIGENCE OF OFFICERS, AGENTS, SERVANTS, EMPLOYEES,
CONTRACTORS, OR SUBCONTRACTORS OF CITY; AND CONSULTANT HEREBY
ASSUMES ALL LIABILITY AND RESPONSIBILITY OF CITY AND ITS OFFICERS,
AGENTS, SERVANTS, AND EMPLOYEES FOR ANY AND ALL CLAIMS OR SUITS FOR
PROPERTY LOSS OR DAMAGE AND/ OR PERSONAL INJURY, INCLUDING DEATH, TO ANY
AND ALL PERSONS, OF WHATSOEVER KINDS OR CHARACTER, WHETHER REAL OR
ASSERTED, ARISING OUT OF OR IN CONNECTION WITH THE EXECUTION, PERFORMANCE,
ATTEMPTED PERFORMANCE OR NON-PERFORMANCE OF THIS AGREEMENT AND/OR THE
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OPERATIONS, ACTIVITIES AND SERVICES DESCRIBED HEREIN, WHETHER OR NOT
CAUSED IN WHOLE OR IN PART, BY ALLEGED NEGLIGENCE OF OFFICERS, AGENTS,
SERVANTS, EMPLOYEES, CONTRACTORS OR SUBCONTRACTORS OF CITY.
CONSULTANT LIKEWISE COVENANTS AND AGREES TO AND DOES HEREBY
INDEMNIFY AND HOLD HARMLESS CITY FROM AND AGAINST ANY AND ALL INJURY,
DAMAGE OR DESTRUCTION OF PROPERTY OF CITY, ARISING OUT OF OR IN
CONNECTION WITH ALL ACTS OR OMISSIONS OF C O N S U L T A N T, I T S O F F I C E R S,
MEMBERS, AGENTS, EMPLOYEES, SUBCONTRACTORS, INVITEES,
LICENSEES, OR PROGRAM PARTICIPANTS, WHETHER OR NOT CAUSED, IN
W H O L E O R I N P A R T, B Y A L L E G E D NEGLIGENCE OF OFFICERS, AGENTS,
SERVANTS, EMPLOYEES, CONTRACTORS OR SUBCONTR.ACTORS OF CITY.
CONSULTANT AGREES TO AND SHALL RELEASE CITY, ITS AGENTS,
EMPLOYEES, OFFICERS AND LEGAL REPRESENTATIVES FROM ALL LIABILITY FOR INJURY,
DEATH, DAMAGE OR LOSS TO PERSONS OR PROPERTY SUSTAINED IN C O N N E CTI O N
WITH OR INCIDENTAL TO PERFORMANCE UNDER THIS AGREEMENT, EVEN
IF THE INJURY, DEATH, DAMAGE OR LOSS IS CAUSED BY CITY'S SOLE OR
CONCURRENT NEGLIGENCE.
Consultant shall r•equire all of its subcontractors to include in their subcontracts a release and indemnity in
favor of City in substantially the same form as above. This Section shall suivive the expiration or
termination of this Agreement.
Insurance.
During the term of this Agreement, Consultant shall procure and maintain at all times, in full force
and effect, a policy or policies of insurance that provide the specific coverage set forth in this
Section 7 as well as any and all other public risks related to Consultant's performance of its obligations
under this Agreement. Consultant shall specifically obtain the following types of insurance at the
following limits:
� Commercial General Liability:
$1,000,000 per occurrence; providing blanket contractual liability insurance products and
completed operations; independent contractor's liability; and coverage for property
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damage to City facilities; and
• Automobile Liability:
$1,000,000 per occurrence or accident; including, but not limited to, all vehicles,
whether owned or hired, in use by Consultant, its employees, agents or
subcontractors; and
• Worker's Compensation/Employer's Liability:
Worker's compensation coverage as required by applicable law; and Employer's
Liability at $100,000 per accident.
• Errors & Omissions (Professional Liability):
If coverage is written on a claims-made basis, the retroactive date shall be coincident with
or prior to the date of the contractual agreeinent. The certificate of insurance shall state
that the coverage is claims-made and include the retroactive date. The insurance shall
be maintained for the duration of the contractual agreement and for five (5) years
following completion of the service provided under the contractual agreement or for the
warranty period, whichever is longer. An annual certification of insurance submitted to the
City shall evidence coverage. Coverage shall be in the following amounts:
(1) $1,000,000 per occun•ence or claim
(2) $2,000,000 aggregate
Consultant shall promptly provide the City with certificates of insurance that verify Consultant's
compliance with the insurance requirements of this Agreement. The City's Rislc Manager shall have
the right to review and evaluate Consultant's insurance coverage and to make reasonable requests or
revisions pertaining to the types and limits of that coverage. Consultant shall comply with such requests
or revisions as a condition precedent to the effectiveness of this Agreement.
Assi�;nment. Consultant shall not assign oi• subcontract all or any part of its rights, privileges or
duties under this Agreement without the prior written consent of City, and any attempted
assignment of subcontract of same without such prior written approval shall be void and constitute a
breach of this agreement.
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Compliance with Law. Consultant, its officers, agents, employees and subcontractors, shall abide
by and comply with all laws, federal, state and local, including all ordinances, rules and
regulations of City. It is agreed and understood that, if City calls to the attention of
Consultant any such violation on the part of Consultant or any of its officers, agents, employees or
subcontractors, then Consultant shall immediately desist fi�om and correct such violation.
Non-Discrimination. Consultant, in the eaecution, performance or attempted performance
of this contract and Agreement, will not discriminate against any person or persons because of
disability, age, sex, race, seaual orientation, religion, color or national origin, nor will Consultant
permit its officer�s, agents, employees, or subcontractors to engage in such discrimination.
This Agreement is made and entered into with reference specifically to Chapter 17, Article III,
Division 3, of the City Code of the City of Fort Worth ("Discrimination in Employment Practices"), and
Consultant hereby covenants and agrees that Consultant, its agents, employees and subcontractors have
fully complied with all provisions of same and that no employee or employee-applicant has been
discriminated against by either Consultant, its agents, employees or subconh�actors.
Right to Audit. Consultant agrees that the City shall, until the expiration of three (3) years after
final payment under this Agreement, have access to and the right to eaamine any directly pertinent
books, documents, papers and records of the Consultant involving tt�ansactions relating to this
Agreement. Consultant agrees that the City shall have access during normal worlcing hours to
all necessaiy Consultant facilities and shall be provided adequate and appropriate workspace
in order to conduct audits in compliance with the provisions of this section. The City shall give
Consultant reasonable advance notice of intended audits.
Consultant further agrees to include in all of its subcontractor agreements hereunder a provision to
the effect that the subcontractor agrees that the City shall, until the expiration of three (3) yeais
after final payment under the subcontract, have access to and the right to examine any directly
pertinent books, documents, papers and records of such subcontractor involving transactions to the
subcontract, and further that City shall have access during normal working homs to all
subcontractor facilities and shall be provided adequate and appropriate workspace in order to conduct
audits in compliance with the provisions of this paragraph. City shall give subcontractor
reasonable advance notice of intended audits. This Section shall survive the expiration or termination of
this Agreement.
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Fiscal Funding Out. In the event no funds or insufficient funds are appropriated by the City in any
fiscal pet•iod for any payments hereunder, City will notify Consultant of such occurrence and
this Agreement shall terminate on the last day of the fiscal period for which appropriations were
received without penalty or expense to City of any kind whatsoever, except as to the portions of
the payments herein agreed upon for which funds shall have been appropriated.
Entire A�c•eement. This written instrument constitutes the entire agreement by the parties hereto
concerning the work and services to be performed hereunder, and any pi�ior or
contemporaneous, oral or written agreement, which purports to vaiy from the terms hereof shall be
void.
Venue and Jurisdiction; Governin L�aw. Should any action, whether real or asserted, at law or in
equity, arise out of the execution, performance, attempted performance of this Agreement, venue
for said action shall lie in Tat•rant County, Texas. This Agreement shall be construed in accordance with
and governed by the laws of the State of Teaas.
Notices. Notices to be provided hereunder shall be sufficient if forwarded to the other party
by hand-delivery or via U.S. Postal Service certified mail, postage prepaid, to the address of the
other party shown below:
Libby Watson, Assistant City Manager
City of Fort Worth
1000 Throckmorton St.
Fort Worth, Texas 76102
(817)392-6183
Chris Tatham, Vice President
ETC Institute
725 West Frontier Circle
Olathe, Kansas 66061
(913) 829-1215
Non-Waiver. The failure of City or Consultant to insist upon the performance of any term or
provision of this Agreement or to eaercise any right herein conferred shall not be consh•ued as
a waiver or relinquishment to any extent of City's or Consultant's right to assert or rely upon any such
term or right on any future occasion.
Disclosure of Conflicts. Consultant hereby warrants to the City that Consultant has made full
disclosui�e in writing of any existing or potential conflicts of interest related to Consultant's
services and proposed services with respect to this Agt•eement. In the event that any conflicts of
inter�est arise after the Effective Date of this Agreement, Consultant hereby agrees immediately to make ,�
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full disclosure to the City in writing.
The City acknowledges that Consultant may use products, materials or methodologies proprietaiy to
Consultant. The City agrees that Consultant's provision of services under this Agreement shall not be
gi�ounds for the City to have or obtain any rights in such proprietary products, materials or
methodologies unless the parties have executed a separate written agreement with respect
thereto. Notwithstanding the foregoing, Consultant understands and agrees that the City is subject
to various public information laws and regulations, including, but not limited to, the Teaas Public
Information Act; therefore City will maintain Consultant's information confidential to the extent
permitted by applicable law. Consultant, for itself and its officers, agents and employees, further
agrees that it shall treat all information provided to it by the City as confidential and shall
not disclose any such information to any third party without the prior written approval of the City.
Severabilitv. If any pr�ovision of this Agreement is held to be invalid, illegal oi•
unenforceable, the validity, legality and enforceability of the remaining provisions shall not in any
way be affected or impaired.
Force Maieure. The City and Consultant shall eaercise their best efforts to meet their respective
duties and obligations as set forth in this Agreement, but shall not be held liable for any delay or
omission in performance due to force majeure or other causes beyond their reasonable
conh•ol, including, but not limited to, compliance with any government law, ordinance or
regulation, acts of God, acts of omission, fires, strilces, lockouts, national disasters, wais, riots, material
or labor restrictions by any governmental authority, transportation problems and/or any other similar
causes.
Headings not Controllin�. Headings and titles used in this Agreement are for reference pw•poses only and
shall not be deemed a part of this Agreement.
[SIGNATURES APPEAR ON FOLLOWING PAGES.]
8
IN WITNESS WHEREOF, the parties hereto have executed this agreement in multiples to be
effective as of the last date of the signatures below.
ATTEST:
By:l V `
Marty Hendr�
City Secretary
Date: � �
CONTRACT AUTHORIZATION:
M&C: C ��� 3 � a
Date Approved: q I � t��
STATE OF TEXAS
.K�IiL��'(�]�III�:�:7_V�I
CITY OF FORT WORTH:
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By: '-. G�'G�,' L�-�
Libby Watson
Assistant City Manager
Date: `� �' �' �
APPROVED AS TO FORM AND LEGALITY:
By:" 1 Y !
Assistant City Attorney
BEFORE ME, the undersigned authority, a Notaiy Public in and for the State of Texas, on
this day personally appeared Libby Watson, known to me to be the pei•son whose name is
subscribed to the foregoing instrument and acknowledged to me that the same was the act of the
City of Fort Worth and that she executed the same as the act of said City of Fort Worth, for
the puipose and consideration therein eapressed and in the capacity therein stated.
GIVEN LTNDER MY HAND AND SEAL OF OFFICE this � Tt�i day of �. ��i,�.
A.D. 2007.
�i�`•''"'Y "�%; ROSELLA BARNES
� :`; #' MY COMMISSION EXPIRES ����'�`�'��'�`=' ��l'�''�"—`'�
=��" March 31, 2oos Notat Public in and for the
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'�r-��� State of Texas
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ETC INSTITUTE, a Kansas Corporation:
By: �/ ! / ��/i
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Chris Tatham
Vice President ,
Date: ��� � �-� �
STATE OF KANSAS
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COUNTY OF �; �LY, �r}�,
BEFORE ME, the undersigned authority, a Notaiy Public in and for the State of Kansas, on
this day personally appeared Chris Tatham, lcnown to me to be the person whose name is
subscribed to the foregoing instrument and acknowledged to me that the same was the act of the ETC
Institute, a Kansas corporation, and that he eaecuted the same as the act of said ETC Institute,
a Kansas coiporation, for the purpose and consideration therein expressed and in the capacity
therein stated.
GIVEN LTNDER MY HAND AND SEAL OF OFFICE this � day of �����
A.D. 2007.
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PATRICIA R. RYAN � �,,t_
NOTRRY PUBUC �� ��'�-.�����`���'`�L�,� � �.: . - ��
�u7ATE OF KANSAS Notai Public in and for the �
CUUN'CY OF JOHNSON S'
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EXHIBIT "A"
SERVICES
Consultant agrees to provide the setvices of suivey design, administration, execution and analysis of a
post contact survey measuring the quality of customer service given by designated divisions within seven
departments as well as provide a final foi•mal presentation of survey results / analyses, which
will highlight Fort Worth residents' opinions regarding the City's level of customer service.
The survey shall be a telephone survey with a guaranteed 5,600 completed surveys. The
telephone-administered survey should take the respondent approximately 5-10 minutes to complete.
Respondent street addresses will be recorded.
The seivices will include, but are not limited to the following:
1. Design a suivey insh•ument and sampling methodology for each of the seven participating
departments;
2. Conduct telephone survey inte�views and data entry for twelve months for each department;
3 . Analyze suivey data;
4. Prepare and provide quarterly findings with charts and graphs by department along with the
survey database;
5. Provide an annual summaiy report for each department. ETC guarantees 5,600 completed
survey questionnaires, which should produce a low margin of error of only +/- 1% at a 95%
confidence level.
6. Preparation and Pt�esentation of Final Report on Survey Findings, including, but not
limited to:
a. An executive summary of sutvey methodology and major findings;
b. Charts and graphs depicting citywide suivey results; and
c. Tabular data that show the results fot• each question for each City department
d. A copy of the survey instrument; and
e. A 30 — 60 minute electronic presentation to the City Council highlighting the results.
The services also include two, one-day, on-site visits.
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EXHIBIT "B"
SERVICES SCHEDULE
The Consultant shall comply with the following schedule:
Element Completion on or Before
1. Design Survey Instrument & Sampling October 3 l, 2007
Methodology
2. Suivey Implementation November 1, 2007 — October 31, 2008
3. Prepare and provide quarterly findings Februaiy 28, 2008
May 31, 2008
August 31, 2008
November 30, 2008
4. Presentation of Final Suivey Findings November 30, 2008
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E X H I B I T " C"
PAYMENT SCHEDULE
Fixed Pricing Worksheet
2007-08 Post Contact Customer Service Survey
Submitted by: ETC Institute
precision w/95% level of confidence at CITY level
precision w/95% level of confidence for each employee
Design Survey Instrument & Sampling Methodology
5,600 surveys — 5-10 minute each (approx 3-4 pages)
# of Completed Surveys
5600
+i_� �ro
+/-8%
$11,772
$65,800
Quarterly findings with charts/graphs by Department
along with survey database (4 updates per department
per year)
Annual summary report for each Department
TOTAL
Payment Schedule
$11,200
$9,275
$98,047
Estimated Date Task Desciption Deliverable Amount
31-Oct-07 Survey Design and Sampling Plan Approved Survey � 15,000
Instruments
30-Nov-07 Administer Survey Printout of Monthly � 5,483
Results
31-Dec-07 Administer Survey Printout of Monthly � 5,483
Results
31-Jan-08 Administer Survey & Quarterly Report Quarterly Report & � 9,79�
Database
28-Feb-08 Administer Survey Printout of Monthly � 5,483
Results
31-Mar-08 Administer Survey Printout of Monthly � 5,483
Results
30-Apr-08 Administer Survey & Quarterly Report Quarterly Report & � 9,796
Database
31-May-08 Administer Survey Printout of Monthly � 5,483
Results
30-Jun-08 Administer Survey Printout of Monthly � 5,483
Results
31-Ju1-o8 Administer Survey & Quarterly Report Quarterly Report & � 9,796
Database
31-Aug-8 Administer Survey Printout of Monthly $ 5,483
Results
30-Sep-08 Administer Survey Printout of Monthly � 5,483
Results
31-Oct-o8 Administer Survey & Final Report Quarterly Report & � 9,796
Database
TOTAL $ 98,047
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City of Fort Worth, Texas
Mayor and Council Communication
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COUNCIL ACTION: Approved on 9/11/2007 - Ord. No. 17768-09-2007
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CONTINUED FROM A PREVIOUS WEEK
DATE: Tuesday, August 28, 2007
LOG NAME: 07CUSTOMERSERV REFERENCE NO.: C-22348
SUBJECT:
Authorize Execution of a Professional Services Contract with the ETC Institute for the 2007-2008
City of Fort Worth Post Contact Customer Service Satisfaction Survey and Adoption of
Supplemental Appropriation Ordinance
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ECOMMENDATION:
It is recommended that the City Council:
1. Adopt the attached supplemental appropriation ordinance increasing appropriations in the General Fund
by $47,455.42 and decreasing the unreserved, undesignated fund balance by the same amount; and
2. Authorize the City Manager to execute a professional services contract with ETC Institute for the design,
administration, execution, and analysis of a post contact survey measuring the quality of customer service
given by designated divisions within seven departments, at a cost not to exceed $98,047.00.
DISCUSSION:
Each year the Customer Service Advocacy Group (CSAG) reviews the results of customer service scores
from the Citizen Survey. The CSAG was created by the City Manager in 2004, to foster and promote
quality customer service throughout all City of Fort Worth departments, and to ensure the continuation and
enhancement of the City's Customer Service strategic goal. The CSAG is comprised of inembers from all
City departments appointed by their department head and is a task-oriented group that works to complete
customer service initiatives.
Upon the review of the customer service results in the 2007 Citizens' Survey, the CSAG, along with key
members of the executive staff, met with the administrator of the survey, ETC Institute, to learn more about
the City of Fort Worth's scores.
2007 City of Fort Worth Citizen Survey
Respondents that Strongly Agreed or Agreed that:
Question
CFW Other Cities
Resolved Issue to My Satisfaction 47% 69%
Did What They Said They Would 51 % 74%
Gave Prompt and Accurate Answers 56% 76%
Were Courteous and Polite 70% 87%
In all other areas of the 2007 Citizen Survey, the City of Fort Worth scored in the top 25 percent in
comparison to other U.S. Cities and in many categories, Fort Worth is the leader in excellence. ETC
Institute shared strategies utilized in other cities to increase customer service scores, including a post
Logname: 07CUSTOMERSERV Page 1 of 3
contact survey that ties directly to individual employee performance evaluations.
The CSAG proposed a pilot project to the City Manager's Office to administer a post contact survey. The
purpose of the pilot is to gather input from customers who have contacted one of seven departments
during the 2007-08 year to objectively evaluate call center and targeted field operations.
The CSAG analyzed the data from the 2007 Citizen Survey and based on the individual scores of various
departments, selected divisions of six departments to participate in a pilot program to improve customer
service ratings. The selected divisions are: Dispatch in Transportation and Public Works, the Call Center
in the Water Department, the Call Center in Environmental Management, two districts of Code Compliance
Officers, the Call Center and all officers for Animal Care and Control, a division of the Public Health
Department and the main call takers for Parks and Community Services Department. All of these
participating divisions provide external customer service. The City Manager added one more department,
Equipment Services, to include a department that provides internal customer service to other City
employees. In the 2007 Citizen Survey, the City of Fort Worth had a high number of contacts from the
public. Over 42 percent of those surveyed said that they contacted the City last year with a question,
problem or complaint. Of those 42 percent or 682 respondents, 534 contacted one of the 6 departments
designated to participate in the customer service pilot.
A total of 5,600 phone surveys will be administered in 2007-08 for the approximately 120 City employees in
the seven departments. The surveys will be administered monthly to a random sample of approximately
466 households and City employees that contacted one of the seven pilot departments during the previous
month. Data will be provided back to the seven departments on each individual employee quarterly. The
post contact survey will provide these seven departments with an objective tool for evaluating performance
for the length of the pilot program.
ETC Institute has agreed to a price of $98,047.00. ETC Institute will provide the following services: 1)
design a survey instrument and sampling methodology for each of the seven participating departments; 2)
conduct telephone survey interviews and data entry for 12 months for each department; 3) analyze survey
data; 4) prepare and provide quarterly findings with charts and graphs by department along with the survey
database; and 5) provide an annual summary report for each department. ETC guarantees 5,600
completed survey questionnaires, which should produce a low margin of error of only +/- 1% at a 95
percent confidence level.
FISCAL INFORMATION/CERTIFICATION:
The Finance Director certifies that upon approval of the above recommendations and adoption of the
attached supplemental appropriation ordinance, funds will be available in the current operating budget, as
appropriated, of the General Fund, Equipment Services Fund, Solid Waste Fund and Water and Sewer
Fund. Upon approval, the unaudited, unreserved, undesignated fund balance of the General Fund will be
$1,177,672, which is the amount available above the minimum reserve fund balance of $46,845,951
required by the City's Financial Management Policy Statements (i.e., 10 percent of the current-year adopted
budget expenditures less the annual transfer from the General Fund to the Debt Service Fund).
TO Fund/AccounUCenters
GG01 539120 0071000
FROM Fund/Account/Centers
$47,455.42 GG01 539120 0141000
P161 539120 0212010
$15,000.00
$11,863.86
Logname: 07CUSTOMERSERV Page 2 of 3
Submitted for City Manager's Office bv:
Originating Department Head:
Additional Information Contact:
PE64 539120 0525010
PE45 539120 0601000
GG01 539120 0071000
Libby Watson (6183)
Vanessa Ruiz Boling (7534)
Jacqueline Bender (8890)
$11,863.86
$11 863.86
$47,455.42
Logname: 07CUSTOMERSERV Page 3 of 3