HomeMy WebLinkAboutContract 51950 CITY SECRETARY _
At CONTRACT NO.
FE6 2019 RECEIVE Cit of Fort Worth — Germ" i
C��to�Fo��woR FEB 20 2019 �� ITFrontDesk Inc.
S�CO5Pt' ^r V'ORTH
S-CKTARy
Contract for Service
Whereas, the City of Fort Worth— ("CFW-CAP") requires an
automated call center to handle phone-based and online-based appointment scheduling and
reminder service for its programs;
Whereas, ITFrontDesk provides cloud-based automated call center solution to handle phone-
based and online-based appointment scheduling and reminder service;
This Agreement is between City of Fort Worth— ("CFW-CAP")
with its principal address at 4200 S. Freeway, Suite 2200, Fort Worth, TX 76115 and
ITFrontDesk with its principal address at 3200 West End Ave, Ste 500, Nashville, Tennessee
37203.
1. Terms. The Term of the Agreement begins on January 1, 2019, and automatically renews
every year unless terminated by either party as described in item 4.
2. Scope of Services. ITFrontDesk agrees to install and maintain an automated Appointment
Scheduling via IVR phone-based scheduler and online scheduler, appointment reminders
for CFW-CAP's programs. Please see the attached ITFrontDesk Services Addendum for
the services provided to CFW-CAP during the term of this agreement.
3. Compensation. CFW-CAP will pay ITFrontDesk$400 per month for their services.
Payment shall be made to ITFrontDesk within 30 days, based upon the satisfactory
performance of call center service.
a. The$400 monthly fee for the IVR phone-based and online scheduler will include six
(6) phones lines.
b. Additional fees will be charged at the rate of$20.00 per month for additional
telephone lines, only if CFW-CAP chooses to add any additional phone lines.
4. Termination. This Agreement may be terminated at any time with the mutual written consent
of the parties, or by either party for any reason upon 30 days written notice to the other
party. This Agreement may be terminated by CFW-CAP upon 5 days written notice to
ITFrontDesk for a breach of the obligations under this Agreement; however, ITFrontDesk will
have the opportunity to cure such breach, to the reasonable satisfaction of CFW-CAP during
that 5-day period.
a. Contract for service is based on the availability of funds.
5. Confidentiality. Except as provided below, ITFrontDesk agrees to keep confidential all
information related to this contract and shall not make available such information to any
individual or organization without prior written approval from CFW-CAP. Exception:
Page 1 of 10 UFFICIAL RECURD
CITY SECRETARY
ET: WORTH,TX
ITFrontDesk may reveal confidential information to any local, state or federal govemment
agency when ITFrontDesk determines, in its sole discretion, that such revelation is
appropriate or required under applicable laws, regulations, policies or guidelines of such
government agency. ITFrontDesk will notify the Executive Director of any release of
confidential information it deemed necessary pursuant to this paragraph.
6. Indemnification. ITFrontDesk will indemnify, defend and hold CFW-CAP, its directors,
officers, employees and agents("Indemnified Parties"), harmless from and against all
claims, causes of action, suites, damages and costs (including attorney's fees and costs)
arising out of or in connection with any action or failure to act of CFW-CAP, its directors,
officers, employees or agents, except those arising out of CFW-CAP's negligence.
7. Arbitration. The parties will attempt in good faith to promptly resolve any dispute arising out
of or relating to this contract by negotiation. Any such dispute that the parties cannot
resolve by negotiation will be settled by arbitration. Either party may initiate arbitration by
sending a written request to the other party. Arbitration will commence within thirty days of
receipt of such notice, will take place in Fort Worth, TX where CFW-CAP's principal office is
located, and will be conducted in accordance with the rules of the American Arbitration
Association or, if this service is not available, by a comparable alternative dispute resolution
service. The results of the arbitration will be final and binding on both parties. Judgment
upon an award rendered by the arbitrator may be entered in any court having proper
jurisdiction. Costs of any arbitration, including any fees of the arbitrator but excluding any
party's attorneys' and experts' fees, will be paid by the non-prevailing party. In any event,
each party will pay all fees charged by its own attorneys and experts.
8. Notices. All notices given under this Agreement will be in writing and sent, by U.S. certified
mail, to the other party at the address shown on the signature page of this Agreement, or to
another address provided by a party in accordance with this section 5.
9. Insurance. ITFrontDesk will maintain liability insurance policy for the duration of this
contract.
10. Religious Activities- Funds provided under this contract may not be used for sectarian or
inherently religious activities such as worship, religious instruction or proselytization, and
must be for the benefit of person regardless of religious affiliation.
11. Non-Discrimination and Equal Opportunity. ITFrontDesk agrees to carry out the principles as
provided in President's Executive Order 11246 of September 24, 1965. Specifically,
ITFrontDesk agrees that a person shall not be excluded from participation in, be denied the
benefits of, be subjected to discrimination under, or be denied employment in the
administration of or in connection with any program or activity funded in whole or in part with
funds made available under this Contract, on the grounds of race, color, religion, sex,
national origin, age, disability, political affiliation or belief.
12. Conflict Of Interest/Nepotism.-ITFrontDesk agrees no employee, officer, or agent of CFW-
CAP shall participate in the selection, award, or administration of a contract supported by
federal funds if a real or apparent conflict of interest would be involved. Such a conflict
would arise when the employee, officer, or agent, any member of his or her immediate
family, his or her partner, or an organization which employs or is about to employ any of the
Parties indicated herein, has a financial or other interest in the firm selected for an award.
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ITFrontDesk agrees not to solicit nor accept gratuities, favors or anything of monetary value
from the officers, employees, and agents of CFW-CAP associated with this Contract.
ITFrontDesk agrees to report any acts of conflict to the Executive Director or Chairman of
the Board of Directors.
13. Political Activity Prohibited. ITFrontDesk agrees that funds provided under this Contract
shall not be used for influencing the outcome of any election, or the passage or defeat of
any legislative measure. This prohibition shall not be construed to prevent any official or
employee of ITFrontDesk from furnishing to any member of its governing body upon
request, or to any other local or state official or employee, or to any citizen, information in
the hands of the employee or official not considered under law to be confidential information.
Any action taken against an employee or official for supplying such information shall subject
the person initiating the action to immediate termination of this contract. ITFrontDesk
agrees funds provided under this Contract may not be used directly or indirectly to hire
employees or in any other way fund or support candidates for the legislative, executive, or
judicial branches of government of the State of Texas or the government of the United
States.
14. Miscellaneous. This Agreement will be governed by, and construed in accordance with, the
laws of the State of Texas. This Agreement contains the entire agreement between the
parties with respect to its subject matter, and supersedes any prior agreement or
understanding. No amendment, modification or waiver of any provision of this Agreement
will be valid unless it is in writing and signed by both parties. If any section or portion of this
Agreement is determined to be invalid, that determination will not affect the enforceability or
validity of the remainder of this Agreement. Any waiver of a breach of any of the provisions
of this Agreement will not be deemed a waiver of any other provision of this Agreement.
This Agreement will be binding on and inure to the benefit of the successors and assigns of
the parties. All headings are included for convenience of reference only and are not of
substantive effect.
15. Debarment and Suspension Act. ITFrontDesk agrees that none of its principals have been
disbarred according to the Executive Order 12549.
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Executed by the parties or their duly authorized representatives:
FOR IT DESK FOR CFVW
Director of Sales City F Worth- Ge R94mers
-
fTFrontDesk
3200 West End Ave, Ste 500 �U r�1((JtS S �{-
Nashville, TN 37203 Fort Worth, TX 761 CIX
FederallD#20-2912p150 FederalID#
Date: Z / d Date: a- 1
Susan Alanis
Assistant City Manager
M ity Serra Y
Jo B. Strong, t City Attonne}
OFFIOA� {((`CORD
Page 4 of 10
F1 fkA°p�A,TX
ITFrontDesk Services Addendum
Overview of the Company:
ITFrontDesk, Inc. has been in the business of automating front desk needs and serving a wide
range of clients from Community Action Agencies (CAAs),the medical industry, retail sectors,
educational institutions, corporate enterprises and businesses to government programs since
2005.
We have CAAs across the country currently using our Automated Appointment Scheduler in
Alabama, California, Georgia, Kentucky, Ohio, New Hampshire, New Jersey, Michigan,
Mississippi, Indiana, Illinois, Pennsylvania, South Carolina,Texas and Washington,
We realize that the demands of appointment scheduling requirements for CAAs are different
compared to other industries. With this in mind, we have developed an exclusive and
customized product—the Community Action Scheduler (www.cascheduler.com)which has an
award-winning user interface design along with features and functions to serve CAAs.
ITFrontDesk uses state-of-the-art IVR(Interactive Voice Response)technology and high capacity
redundant servers and failover servers that are co-hosted at different locations to provide
99.9% uptime guarantee. Our servers are capable of handling several hundreds of calls
simultaneously with high quality digital voice.
We have handled over 10 million calls to date. We also understand the importance of data
security for your clients and so we have incorporated stringent security requirements as
outlined below.
ITFrontDesk is dedicated to providing quality customer service to our clients. We provide 24/7
customer support via web-based ticketing system,email support (support@itfrontdesk.com)
and telephone support (1-888-393-8899 option 2).
Provide web scheduler for CHN's clients to schedule appointments online
Community Action Scheduler (product of ITFrontDesk) offers web-based online appointment
scheduling for your clients to make Utility Assistance appointments as well as other services.
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Our web-based scheduler will be linked to the CFW-CAP website and has the capability to
support at least 75 concurrent appointment requests and confirmations. Any "no show' or
ineligible clients' appointments can be replaced online through the scheduler. Our online, web-
based scheduler provides the convenience of scheduling appointments using any computer
connected to an internet. We provide SSL(https) 256-bit industry standard encryption to
protect the sensitive information entered by your clients.
Provide inbound phone scheduling system for CNN's clients to schedule appointments
Community Action Scheduler (product of ITFrontDesk) will provide a hosted, phone based (IVR
—Interactive Voice Response) appointment scheduling for your clients. We configure our phone
scheduler to handle multiple concurrent calls at the same time and provide a local area code
phone number. CFW-CAP's IVR scheduler will consist of six(6)phone lines.
Schedule appointments 24 hours a day, 7 days a week
Your clients can schedule appointments at any time, 24 hours a day, 7 days a week. We provide
99.9% uptime guarantee. ITFrontDesk will provide automated appointments scheduling
services delivered through a network of 13 service centers located throughout the counties
served.
Contingency plan in the event of equipment failure
Our servers are hosted in Jelastic environment which allows both vertical and horizontal scaling
to automatically increase or decrease of the server resources on demand and load balancing
between multiple servers. Also it is configured for automatic fail over to standby servers at
remote location as a contingency plan. Our phone servers are capable of on demand increase of
phone lines from 1 to 100.
Voice prompts will be in both English and Spanish
Our system supports multiple languages including English and Spanish. We use audio files pre-
recorded by our voice talent for all of the voice prompts and menus. We use professional
language translator and voice talent for recording all of the audio files. We can also accept your
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audio files recorded by your agency. Our IVR menu is intuitive and user friendly easy to use
navigation by pressing digits on the telephone key pad.
View the appointments at the local sites
We offer a web based administrative portal to view the appointments at any time 24/7.This
site is protected by user logins and access privileges.This site provides the real time view of the
appointments which are being booked by your clients via online or phone scheduler. We also
provide Microsoft Outlook integration to sync with your local Outlook calendar.The
appointments can be viewed in daily,weekly or monthly calendars.The appointments can be
easily printed using our built-in Table/Print View or can be searched by multiple search options.
Produce management reports for reporting and monitoring
Our administrative site offers detailed reporting and monitoring tools. Detailed reports can be
generated by selecting the date range for one or all locations, for one or all intake workers, for
confirmed appointments, cancelled appointments, and other appointments such as no-shows,
and filter the results based on display items.The reports can be exported to multiple file
formats including Excel, PDF and Word document. You will have the option to setup automatic
daily email reports.
Besides the above detailed appointment reports, our software provides the option to view
Summary Reports which provides the totals number of appointments per location, intake
worker, service for the date range selected.
We offer detailed monitoring tools which gives complete activity report of all incoming
(appointments) calls and outbound (reminder) calls. Each call log is itemized and will include
detailed call activity including caller ID, appointment type (make or cancel), location/site, intake
worker, time duration of the call and details of the steps (pages)walked by the client.
List of Product Features:
• 24/7 Online web-based appointment scheduler by your client
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• 24/7 IVR phone-based appointment scheduler by your client
• 24/7 mobile apps (iOS/Android) smart phone apps
• 24/7 web based administrative site protected by logins and user access privileges
• SSL(https) 256-bit encryption
• Multiple languages including English and Spanish
• Daily, Weekly and Monthly Calendars
Easily printable table view calendar
• Appointment rescheduling options
• Mark past appointments as no-show, missing documents, debarred, blocked etc
• Set screened/ un-screened flags for appointments
• Prevent duplicate appointments
• Track who made, cancelled, displaced appointments and activity logs
• Open and close client scheduling with the click of a button
• Allow client scheduling for a restricted window (date range)
• Search appointments by name, SSN, electric/gas utility account number, home phone
number
• Appointment reports based on date range, location, intake worker, service
• Automatic email report generation and management
• Summary report per location, intake worker and service
• Real time view of reminder status with color coded icons and number of attempts
• Setup holidays and closed days
• Automatic notification of rescheduled appointments and closed days
• Configure multiple locations/sites
• Configure multiple intake workers and edit their working hours
• Reserve blocks of time for the intake workers
• Configure multiple services and assign to intake workers. Also set which of the services
accessible to client scheduling.
• Search client database and mark blocked /delete status
• Add/ Edit users and their access privileges
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• Lost password reset and password complexity enforcement
• Detailed inbound and outbound call activity report
• Dialer settings configuration
0 Open support tickets inside the admin portal
• 24/7 customer support
Technology Capability: ITFrontDesk has handled over 10 million phone calls since 2005 and
served many community action agencies.We use auto expandable server resources using
JElastic environment so our server capacity and phone line requirements can expand based on
the peak demand. We are proud in offering 99.9% uptime capability and round-the-clock (24/7)
customer support unique in the industry.
ITFrontDesk Security Implementation
Description of the Multi-tier server architecture with load balanced web
architecture servers, application servers, database servers, PBX servers,
and lVR servers protected by multiple firewalls. Database
servers and web servers are separated by DMZ firewalls.
Authentication mechanism Our web based administrative site is secured by username /
password and enforced with strong password and scheduled
password changes.Also each user is assigned with specific
privileges so his/her actions on the site can be limited. We
enforce automatic session timeout.
Data communication Our applications are protected by industry standard 256-bit
between client and web SSL encryption so that data transmitted between our user
servers and our web server is encrypted and secure. You can be
assured that for addresses beginning with HTTPS, all
information sent to this site is encrypted, protecting it from
interception by unintended recipients. You can submit
sensitive data such as SSN and personal information with the
assurance that all transactions are secure, private, and
tamper-proof.
Data encryption standards Java based cryptographic algorithms to protect sensitive data
in the database.
Source code auditing Source code is regularly audited by our internal team of
certified engineers. Also we use other party tools such as
AppScan, 1Profiler,JMeter etc to ensure hacker proof and
optimal performing code.
Production server access Limited only to key ITFrontDesk administrators
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Product development life We have secure product development life cycle. We follow
cycle Agile Scrum project development methodology.
Software offering Cloud based solution and no need to download any software
or maintain. No user can directly connect to our databases.
Security patches i Security patches are applied by our qualified administrators
as and when published or discovered. If we find any major
security vulnerabilities and we notify our clients.
Data centers We use a hosted datacenter in Atlanta, GA managed by
EAPPS Hosting.The backup datacenter is in Richmond, VA.
Level of logical and physical KeyCard Entry, Physical Surveillance, Caged and Secured
security Servers, Restricted access only to qualified ITFrontDesk
personnel, Admin users with varying degrees of privileges
and strict password expiry algorithm, SSL Encryption, Audit
Trail Logging, Encrypted Storage of sensitive data, Certified
Professionals (Java Certified Engineers& Certified Database
Administrators), Separate databases for each client and no
sharing of data, Confidentiality agreements with our clients
Change process and testing We implement through FRC/FRS documents with our clients
procedures and we follow standard practice of deployment in our
development server for our development cycle, testing
server for UAT and scheduled production deployment during
off hours to minimize the service disruption. Also we follow
rigorous testing plan and methodology. Run automated
testing tools before every production deployment.
SSL secure site profile Issued to: *.ittrontdesk.com
Validity Status: Valid
Validity Period: 28/09/2018-28103!2019
Intrusion detection and ITFrontDesk maintains a hardware-based Intrusion Detection
monitoring system which is monitored 24 hours a day.The ITFrontDesk
the logs for the IDS.The system monitors for suspicious
activity and notifies administrators who take preventative
action.The system also has the ability to automatically block
traffic if preconfigured thresholds are reached.
Password protection - Login/password, it is managed by ITFrontDesk software and
can be configured to change every 90 days
- Length and complexity(8 characters minimum including
I uppercase, lowercase and digits)
i - Account is locked after 3 unsuccessful attempts
- Lost password recovery using email authenticated by
tokens which expires in 60 minutes
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ITFrontDesk,Inc.Agreement,contract compliance
Contract Compliance Manager:
By signing I acknowledge that I am the person responsible
for the monitoring and administration of this contract, including
ensuring all performance and reporting requirements.
& 'Q � ;t I
►� ►9
Steve Streiffert
Assistant Director,IT Solutions Department
OFFICIAL RECORD
CITY SECRETARY
FT. WORTH,TX